American Airlines Hit with $50 Million Fine Over Treatment of Disabled Passengers.
American Airlines is facing a substantial $50 million fine after settling with the U.S. Department of Transportation regarding its treatment of disabled passengers. The investigation uncovered multiple violations, including providing "unsafe physical assistance" to passengers, which sometimes resulted in injuries and disrespectful treatment of individuals using wheelchairs.
American Airlines is facing $50 million fine after reaching a settlement with the U.S. Department of Transportation regarding its treatment of disabled passengers. The U.S. Department of Transportation revealed that American Airlines mishandled or damaged thousands of wheelchairs from 2019 to 2023, leaving many passengers without their essential mobility aids.
The U.S. Transportation Secretary Pete Buttigieg emphasized that the days of tolerating poor treatment for disabled airline passengers are over. He noted that this fine establishes a new benchmark for accountability, aiming to change airline practices and prevent future mistreatment.
The airline's reputation suffered further damage after a viral 2023 video showed crew members mishandling a passenger's wheelchair, with millions witnessing a baggage handler allowing a wheelchair to tumble off a ramp.
In response to ongoing concerns, the Transportation Department introduced the Airline Passengers with Disabilities Bill of Rights in 2022. Current federal rules mandate that airlines must:
- Promptly return passengers' wheelchairs and mobility devices in the same condition they were received.
- Assist passengers with disabilities in boarding, deplaning, and navigating through the airport.
While issues with airlines mishandling customers with disabilities are not unique to American Airlines, regulators found it to be "one of the worst performers among U.S. airlines" in terms of claims related to mishandled wheelchairs and scooters. Buttigieg stated, "The issues we've found in our investigation aren't limited to just one airline. We're also looking into several other U.S. airlines for similar problems."
He stressed that today's actions should send a strong message to the airline industry to improve compliance with the law and ensure all passengers are treated with dignity, respect, and safety. Complaints related to disabilities increased by over 25% from 2022, according to a report from the Transportation Department.
Many disabled Americans would like to travel by air but often avoid flying due to concerns over inadequate accommodations, as highlighted in a study by the Century Foundation.
As part of the settlement, American Airlines will pay $25 million to the U.S. Treasury Department and invest another $25 million in airline equipment to prevent wheelchair damage, including a tagging system for better tracking of mobility devices. Additionally, some funds will compensate passengers whose rights were reportedly violated between 2019 and 2023.
The airline has committed to improving the travel experience for customers using wheelchairs and other mobility aids. They have already installed wheelchair lifts at over 20 locations, including major hubs like Charlotte Douglas International Airport and Dallas Fort Worth International Airport.
As of September, American Airlines has reported a 36% reduction in the mishandling rate for mobility devices over the past two years. "Today's agreement highlights our commitment to ensuring all our customers are well taken care of," said Julie Rath, American's senior vice president of airport operations, reservations, and service recovery, in a statement on Wednesday.
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