The U.S. government has fined American Airlines $50 million for failing to properly assist passengers with disabilities and mishandling wheelchairs over a five-year period. The fine follows an investigation by the Department of Transportation, which revealed that wheelchair users had been injured in some cases, though an exact number was not disclosed.
The investigation focused on incidents that occurred between 2019 and 2023, and was partly triggered by formal complaints from Paralyzed Veterans of America.
One incident that raised particular concern took place at Miami International Airport last year, when workers mishandled a wheelchair, sending it crashing down a baggage ramp. The incident was caught on camera and added to mounting scrutiny of the airline’s practices.
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Transportation Secretary Pete Buttigieg criticized American Airlines, calling it one of the worst offenders. He said the problems identified were not unique to American, noting that investigations into other airlines were underway.
“The era of tolerating poor treatment of wheelchair users on airplanes is over,” Buttigieg said in a statement, signaling a stronger stance from the department on this issue.
In its defense, American Airlines stated that it had made significant investments to improve how it handles wheelchairs and assists passengers with disabilities.
The airline said it spent over $175 million this year on training, infrastructure, and equipment, and claimed it had reduced its mishandling rate by 20%.
As a result of these improvements and its efforts to compensate affected passengers, the airline received a $25 million credit against the fine.
Between 2019 and 2023, American Airlines mishandled more than 10,000 wheelchairs and mobility scooters. Southwest Airlines reported more incidents, while Spirit Airlines had the highest percentage of errors in some years.
Disability advocates, including Carl Blake from Paralyzed Veterans of America, applauded the government’s action. Blake said the enforcement showed that passengers with mobility disabilities deserve to travel with the same level of safety and dignity as everyone else.
Looking ahead, the Department of Transportation is finalizing new rules to protect passengers with disabilities.
These rules would make it illegal for airlines to damage or delay the return of wheelchairs and would require annual training for employees who handle mobility devices. While no timeline has been given for the finalization of these rules, it is clear that airlines are under increasing pressure to improve how they serve passengers with disabilities.
