The U.S. Department of Transportation has imposed a $50 million fine on American Airlines for alleged violations of disability laws occurring between 2019 and 2023. This landmark penalty is described as “25 times larger” than any previous settlement made by the department.
Transportation Secretary Pete Buttigieg stated that the era of tolerating mistreatment of airline passengers with disabilities has come to an end. The fine aims to set a new standard of accountability for airlines that infringe on the civil rights of passengers with disabilities.
The department accused American Airlines of providing inadequate service to wheelchair users, including unsafe physical assistance leading to injuries and undignified treatment. It also alleged that the company mishandled thousands of wheelchairs by damaging them or causing delays in their return.
The Paralyzed Veterans of America (PVA) filed complaints that supported the department’s investigation, claiming that the airline provided insufficient wheelchair assistance. The PVA expressed support for the department’s actions in holding the airline accountable for its actions.
In 2022, the transportation department introduced the “Airline Passengers with Disabilities Bill of Rights,” outlining 10 rights for passengers with disabilities, including the right to be treated with dignity and respect and the right to assistance at airports.
American Airlines responded to the settlement with a commitment to enhancing airline services for individuals using wheelchairs and mobility devices. The company reported investing over $175 million in improving services, infrastructure, and training to enhance the travel experience for these customers.
As a result of these investments, American Airlines stated that its wheelchair and scooter handling rate increased by over 20 percent since 2022, with a complaint rate for wheelchair assistance services of less than 0.1 percent.
The airline also introduced an automated tag service in July to provide detailed information about mobility devices during travel. This effort aims to streamline the check-in and tagging process, further improving how wheelchairs are handled for customers relying on American Airlines for transportation.
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