DALLAS — American Airlines has been fined $50 million by the U.S. government for its inadequate provision of wheelchair assistance to passengers with disabilities, alongside the damage it caused to many wheelchairs over five years.
The Transportation Department announced on Wednesday that there were reports of injuries to some wheelchair users due to these failures, although no specific figures were provided.
In response, American Airlines noted that it has made major investments to enhance the management of wheelchair services. As part of a consent order, the airline will receive a credit of $25 million, which is half of the fine, in recognition of its investments and compensation offered to affected individuals.
The concerning incidents that triggered this investigation took place between 2019 and 2023.
This inquiry was partly initiated due to three formal complaints lodged by the Paralyzed Veterans of America against the airline.
Additionally, investigators reviewed video footage of a disheartening incident from last year at Miami International Airport, in which a wheelchair was improperly slid down a baggage ramp, crashing at the bottom and flipping over, further highlighting the airline’s mishandling of wheelchair assistance.
Transportation Secretary Pete Buttigieg pointed out that American Airlines seemed to be amongst the most problematic airlines in this regard, but he noted that such issues are not isolated to just one airline.
He mentioned that similar investigations are underway for other airlines, although he refrained from naming them.
“The era of tolerating poor treatment of wheelchair users on airplanes is over,” Buttigieg asserted during a briefing.
From 2019 to 2023, American Airlines mishandled over 10,760 wheelchairs and mobility scooters, according to the Transportation Department.
Southwest Airlines reported slightly more incidents at over 11,100 cases, while Spirit Airlines had the highest error rate in several years as per the department’s findings.
In its defense, American Airlines claimed to have invested over $175 million this year to enhance infrastructure, training, and overall experiences for travelers with disabilities.
The airline stated that it has managed to reduce its mishandling rate of wheelchairs and scooters by over 20%, with fewer than one in every 1,000 customers requesting assistance filing complaints.
The penalty imposed on American Airlines is significantly more substantial compared to previous fines for other airlines violating disability protection regulations.
The prior record penalty was $2 million against United Airlines in 2016, which was later lowered to $700,000 following credit for compensations made to passengers.
Department officials explained that the size of the fine for American Airlines was a reflection of the numerous incidents, including both damage to wheelchairs and delays in returning them to passengers after flights.
Federal regulations mandate that airlines swiftly return wheelchairs and scooters to customers undamaged after flights and assist passengers with disabilities at airports and during boarding.
While airlines are held accountable for repairs or replacements of damaged wheelchairs, advocates argue that users may still find themselves without suitable mobility aids for extended periods.