In a recent revelation, American Airlines has faced significant scrutiny for multiple violations of federal laws designed to protect individuals with disabilities. The U.S. Department of Transportation has imposed a hefty fine of $50 million on the airline for failing to provide essential assistance to passengers in wheelchairs.
According to a joint investigation conducted by the Department of Transportation and the Justice Department’s Civil Rights Division, American Airlines’ conduct towards passengers with disabilities has been deemed severely unlawful from 2019 to 2023, with some incidents even leading to injuries, although no specific data was released by the agency.
Transportation Secretary Pete Buttigieg highlighted the serious nature of the findings during a media briefing, stating that thousands of wheelchairs have been improperly handled or damaged while in American Airlines’ care. He noted that their lack of necessary assistance for disabled passengers has created significant safety concerns and has resulted in extreme inconvenience for consumers.
In a poignant complaint shared by a disabled passenger, she expressed feeling like “just a piece of luggage” during her experiences with the airline, ultimately deciding never to fly with American Airlines again.
Buttigieg emphasized, “The bottom line is that the era of tolerating unfair treatment of wheelchair passengers during air travel is over.”
The Department of Transportation’s statement elaborated that American Airlines’ issues are not isolated incidents; complaints regarding improper handling of wheelchairs and inadequate support for wheelchair passengers are alarmingly common. The department is also investigating similar violations among other airlines.
As mandated, American Airlines will allocate $25 million of the fine to the U.S. Treasury, while the remaining $25 million will be invested in improving facilities to minimize wheelchair damage and implementing tracking systems to ensure passengers can monitor their checked wheelchairs. Passengers with disabilities who faced adverse experiences between 2019 and 2023 are also set to receive compensation.
In its own defense, American Airlines stated that it has already invested $175 million this year to enhance services, infrastructure, employee training, and incorporate new technologies, claiming a 20% improvement in handling wheelchairs and scooters since 2022.
The investigation was partly prompted by three formal complaints submitted by the organization Paralyzed Veterans of America. Investigators also reviewed a disturbing video from Miami International Airport that captured an incident where an employee mishandled a wheelchair by allowing it to slide down a baggage conveyor, causing it to crash and tumble onto the concrete floor.
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