American Airlines faces a $50 million penalty for repeated failures in assisting disabled passengers and mishandling wheelchairs from 2019-2023, marking a significant step toward improved service standards in aviation.
At a Glance
- The U.S. Transportation Department fined American Airlines $50 million for mistreatment of disabled passengers.
- Over 10,760 wheelchairs and mobility scooters were mishandled by American Airlines from 2019 to 2023.
- The fine includes a $25 million payment and a $25 million credit for service improvements.
- American Airlines pledged to invest over $175 million in services and technology.
Landmark Fine for Disability Violations
The U.S. Transportation Department imposed a landmark $50 million penalty on American Airlines for frequent violations involving disabled passengers. This fine, the largest ever in the realm of airline disability protection violations, is 25 times the previous record and constitutes 6% of the airline’s $822 million net profit for fiscal 2023.
American Airlines came under scrutiny for mishandling more than 10,760 wheelchairs and mobility scooters, trailing only Southwest Airlines. These violations involve unsafe procedures, leading to many passenger complaints and injuries over the span from 2019 to 2023.
American Airlines’ Response and Commitment
The $50 million fine includes a $25 million payment to the U.S. Treasury and a comparable credit for related investments and compensatory actions. Demonstrating their commitment, American Airlines plans to invest over $175 million in new services, infrastructure, training, and technologies to better accommodate passengers with mobility devices.
“Today’s agreement reaffirms American’s commitment to taking care of all of our customers,” said American Airlines senior vice president Julie Rath.
Since 2022, American Airlines improved its wheelchair handling rate by over 20%, resulting in fewer than 1 in 1,000 customers filing complaints. The airline aims to further enhance its operational standards to avoid future penalties and serve its passengers better.
Wider Industry Implications
Transportation Secretary Pete Buttigieg emphasized the agency’s determination to end the poor treatment of disabled travelers, suggesting accountability will be enforced consistently. Notably, other airlines are under investigation for similar abuses, though specifics remain undisclosed.
“The era of tolerating poor treatment of airline passengers with disabilities is over,” said Transportation Secretary Pete Buttigieg.
Improvements mandated include a tagging system for reducing wheelchair damages and enhanced coordination across American Airlines’ operational network. The DOT is finalizing rules to make the damage or delay of wheelchairs unlawful, with mandatory annual staff training.
