American Airlines has been found to have repeatedly violated federal laws designed to protect individuals with disabilities by failing to provide essential assistance to wheelchair-bound passengers. As a result, the Department of Transportation has imposed a hefty fine of $50 million, according to a report by CNN on October 23.
An investigation conducted by the Department of Transportation, in conjunction with the Justice Department’s Civil Rights Division, revealed that from 2019 to 2023, American Airlines engaged in serious legal violations that adversely affected passengers with disabilities, occasionally resulting in injury, although specific data was not provided by the Department.
Transportation Secretary Pete Buttigieg expressed grave concerns to the media, stating that thousands of wheelchairs have been mishandled or damaged by American Airlines. This lack of assistance for passengers with disabilities has created significant safety issues and immense inconvenience for consumers.
Buttigieg shared a poignant complaint from a disabled passenger, who remarked that the treatment she received from American Airlines made her feel “like just a piece of luggage,” leading her to vow never to fly with the airline again.
He emphasized, “The bottom line is that the era of allowing poor treatment of wheelchair passengers during their flights is over.”
The Department of Transportation released a statement indicating that the issues faced by American Airlines are not isolated incidents; complaints regarding improper handling of wheelchairs or a lack of adequate assistance for passengers in need are widespread.
The statement also noted that investigations are underway into similar violations by other airlines.
American Airlines will be required to pay $25 million of the fine to the Treasury Department, with the remaining $25 million earmarked for facility improvements aimed at reducing wheelchair damage and implementing a tracking system to monitor the status of checked wheelchairs. Additionally, passengers with disabilities who were affected from 2019 to 2023 will be compensated.
In a statement, American Airlines reported that it has invested $175 million this year to enhance services, upgrade infrastructure, provide staff training, and introduce new technology, which has led to a 20% improvement in the handling of wheelchairs and scooters since 2022.
Part of the impetus for this investigation stemmed from three formal complaints filed by the organization Paralyzed Veterans of America. Investigators also obtained video footage from an incident at Miami International Airport last year, which showed employees mishandling a wheelchair, allowing it to tumble down a baggage slide and crash onto the concrete floor.
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