The inquiry was initiated following complaints from the Paralyzed Veterans of America. Over the five-year span, the Transportation Department reported that American Airlines mishandled more than 10,000 wheelchairs and mobility scooters. Numerous passengers have also reported experiences of neglect and mistreatment by the airline.
This $50 million penalty is unprecedented, surpassing any previous fines related to disability issues. Transportation Secretary Pete Buttigieg stated that this fine signifies a turning point in the treatment of disabled airline travelers, as it establishes a new standard for accountability.
The investigation revealed multiple instances of negligence that led to damage of wheelchairs. A video recorded at Miami International Airport showed staff carelessly tossing a wheelchair down the baggage ramp.
For individuals with disabilities, wheelchairs are essential for mobility, making it vital that they are returned in their original condition. Damaged wheelchairs can leave passengers incapacitated for extended periods following their flights, causing significant distress.
The Department of Transportation has reported finding cases of "unsafe physical assistance that at times resulted in injuries and undignified treatment of wheelchair users".
American Airlines' Obligations
Following the investigation, American Airlines was the first to incur a penalty; however, they are not the sole airline under scrutiny for allegedly failing to assist individuals with disabilities. The Department of Transportation has initiated additional investigations, though the identities of the other airlines involved have not yet been disclosed.
Of the imposed fine, $25 million will be allocated to the American Treasury, while the remaining $25 million will be utilized by the airline to improve its ability to accommodate passengers with disabilities effectively. This investment will focus on acquiring equipment to prevent damage to wheelchairs, implementing a tracking system, and providing compensation to affected travelers.
Kristen Clarke, Assistant Attorney General for Civil Rights, stated that the Department of Justice aims to support individuals with disabilities in achieving independent travel. Regarding the responsibilities of the airline,
“Travellers with disabilities must be confident they will receive timely assistance and arrive safely, with their mobility aids and assistive devices intact.”
American Airlines has expressed regret and affirmed its commitment to ensuring that passengers with disabilities can enjoy a seamless travel experience, free from past issues in the future.