American Airlines Fined $50M for Treatment of Wheelchair Users

WASHINGTON—The U.S. Department of Transportation (DOT) issued a $50 million penalty against American Airlines for numerous serious violations of laws that protect airline passengers with disabilities. The DOT 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. American Airlines mishandled thousands of wheelchairs by damaging them or delaying their return, which left travelers without the device(s) they need for mobility. 

These violations occurred between 2019 and 2023, in which many who use wheelchairs and mobility devices were treated poorly by the airline. This enforcement action against American Airlines is 25 times larger than DOT’s previous largest airline penalty for violations of disability protections. DOT said this enforcement aims to set a new precedent for how it will enforce against such violations going forward. 

“The era of tolerating poor treatment of airline passengers with disabilities is over,” said Pete Buttigieg, U.S. Transportation Secretary. “With this penalty, we are setting a new standard of accountability for airlines that violate the civil rights of passengers with disabilities. By setting penalties at levels beyond a mere cost of doing business for airlines, we’re aiming to change how the industry behaves and prevent these kinds of abuses from happening in the first place.” 

In its investigation of American Airlines, DOT reviewed complaints against the airline involving allegations of inadequate wheelchair assistance, including three formal complaints filed by Paralyzed Veterans of America that alleged similar issues. Additionally, DOT investigated American Airlines’ handling of wheelchairs between 2019 and 2023, including an incident captured on video of American Airlines’ personnel mishandling a wheelchair by dropping it down a baggage ramp at the Miami International Airport.

The DOT said its regulations require airlines to return wheelchairs and other mobility devices in a timely manner and in the condition in which they were, as well as provide passengers with disabilities prompt assistance in getting on and off an aircraft, which includes moving within the airport. Additionally, the department considers violations of these regulations for those traveling on domestic flights to be a failure to provide safe and adequate service. In July 2022, DOT published the first-ever Airline Passengers with Disabilities Bill of Rights, which aims to help travelers understand what they are entitled to when they fly.

“We applaud the Department of Transportation’s landmark civil rights agreement to uphold the dignity of passengers with disabilities in air travel,” said Kristen Clarke, assistant attorney general for civil rights. “The Department of Justice is committed to ensuring that people with disabilities have the freedom to travel independently. Travelers with disabilities must be confident they will receive timely assistance and arrive safely, with their mobility aids and assistive devices intact.”  

American Airlines has been one of the worst performers among U.S. airlines—in terms of both the total number of wheelchairs and scooters mishandling claims, and the rate of mishandling claims—and the investigation by DOT revealed a significant number of violations. However, these problems are not unique to American Airlines, as allegations of wheelchair mishandling and inadequate wheelchair assistance are far too common. DOT has active investigations into similar violations at other U.S. airlines. 

As part of this $50 million penalty, American Airlines will be required to pay a $25 million fine to the U.S. Treasury. In addition, American Airlines will be credited $25 million towards the total penalty, which will go toward:

• Investments in equipment that aims to reduce incidents of wheelchair damage
• Investments in a systemwide wheelchair tagging system intended to reduce incidents of wheelchair delay
• Deployment of hub control center employees that will coordinate wheelchair handling on a systemwide basis at large airports
• Compensation for affected passengers during the timeframe covered by DOT’s investigation

If these expenditures are not made, the additional $25 million will be paid as a fine to the U.S. Treasury.