US DOT imposes landmark $50 million fine against American Airlines

American Airlines has been fined $50 million by the US DOT for its treatment of wheelchair users, a penalty 25 times larger than any previously allocated fine for violations of disability regulations.

American

The US Department of Transportation (US DOT) has levied a record-breaking $50 million penalty against American Airlines for its treatment of disabled passengers, citing “numerous serious violations of the laws protecting airline passengers with disabilities between 2019 and 2023”.

Specifically, these breaches concerned shortcomings in the services offered to wheelchair users and the handling of their mobility devices. The investigation into American Airlines “uncovered cases of unsafe physical assistance that at times resulted in injuries and undignified treatment of wheelchair users, in addition to repeated failures to provide prompt wheelchair assistance,” clarified the DOT.

Additionally, thousands of wheelchairs were damaged or returned late to their owners, leaving their owners devoid of a vital mobility aid. Alongside reviewing complaints alleged against the airline (including three formal complaints filed by Paralyzed Veterans of America), an incident captured on video at Miami – in which American personnel were filmed dropping a wheelchair down a baggage ramp – was also reviewed, just one of a “significant number of violations” contributing to American’s DOT score as “one of the worst performances in terms of both the total number of wheelchairs and scooters mishandling claims”.

Half of the penalty will now be paid to the US Treasury, with American Airlines to be credited $25 million towards investiture in various measures to improve its wheelchair handling performance. The airline estimates its existing initiatives and investments have improved its wheelchair and scooter handling rate by more than 20% since 2022.

Paralyzed Veterans of America CEO Carl Blake welcomed what he called “such a strong statement” by the DOT, adding: “We are confident this unprecedented enforcement will make it clear to the entire airline industry that passengers with mobility disabilities deserve to travel with the same level of safety and dignity as everyone else”.

In 2023, American served more than eight million passengers who requested disability assistance and transported more than 146,000 wheelchairs and personal mobility devices; services offered for free. With less than 0.1% of these resulting in a disability-related complaint, American clarified that “the vast majority of cases are resolved directly with the passenger”.

“This year, American invested over $175 million in service, infrastructure and training to improve the travel experience for customers travelling with wheelchairs or other mobility devices,” concluded senior vice president of airport operations, reservations and service recovery Julie Rath. “Today’s agreement reaffirms American’s commitment to taking care of all our customers”.

Sign up for our newsletter and get our latest content in your inbox.

More from