The US government has slapped American Airlines with a hefty $50 million fine for failing to assist passengers with disabilities properly and for mishandling thousands of wheelchairs over the last five years. The fine comes after an investigation by the Department of Transportation (DOT), revealing a disturbing pattern of neglect, including incidents where wheelchair users were injured.Though the exact number of injuries remains undisclosed, the DOT’s findings shine a harsh spotlight on the airline’s treatment of disabled passengers.
The investigation, which covered incidents between 2019 and 2023, was spurred by formal complaints from Paralyzed Veterans of America and shocking video evidence. In one widely circulated video from Miami International Airport, workers were seen carelessly sliding a wheelchair down a baggage ramp, causing it to flip over and skid across the concrete. It was a stark illustration of the carelessness that has plagued American’s handling of wheelchairs.
Transportation Secretary Pete Buttigieg didn’t mince words, stating that American Airlines had emerged as one of the worst offenders in its treatment of wheelchair users. However, Buttigieg emphasized that this issue isn’t confined to American alone. “The era of tolerating poor treatment of wheelchair users on airplanes is over,” he asserted, revealing that other airlines are also under investigation for similar violations.
The DOT’s figures are telling: more than 10,760 wheelchairs and mobility scooters were mishandled by American Airlines in the four-year span, trailing only behind Southwest Airlines, which had over 11,100 incidents. Spirit Airlines, despite its smaller size, had the highest percentage of mishandled wheelchairs during several years.
In response to the fine, American Airlines has pointed to its efforts to improve. The airline has invested over $175 million this year alone in infrastructure, training, and initiatives aimed at enhancing the travel experience for passengers with disabilities. The airline claims it has already cut the mishandling rate of wheelchairs and scooters by over 20%, noting that fewer than one in every 1,000 customers requesting wheelchair assistance end up filing complaints.
While American has made efforts to right its wrongs, including compensating affected passengers, half of its civil penalty—$25 million—will be credited for these investments and payments. But for many advocates, this isn’t enough.
Federal regulations require airlines to swiftly return wheelchairs and scooters to passengers undamaged after flights, as well as provide assistance in navigating airports. While airlines must pay for repairs or replacements for damaged wheelchairs, these delays often leave passengers without mobility for weeks, a gap in service that has long frustrated disabled travelers.
The record-setting fine levied against American is the largest ever imposed by the DOT for violations involving passengers with disabilities, dwarfing the previous high of $2 million against United Airlines in 2016. As more airlines come under scrutiny, the decision signals a broader shift in how the U.S. government handles the treatment of disabled passengers in air travel.
For travelers like those impacted in this case, the hope is that this unprecedented punishment is the beginning of a much-needed change in the industry. As Buttigieg said, “The message to the airlines is clear: we will not tolerate substandard treatment of wheelchair users any longer.”