DOT fines American Airlines $50M for mistreating passengers with disabilities 

The US Department of Transportation (DOT) announced a $50 million penalty has been incurred by American Airlines for multiple serious violations against passengers with disabilities.  

In a press release published on October 23, 2024, DOT stated that its investigation “revealed a significant number of violations.” It claims that American Airlines was one of the “worst performers among US airlines” regarding mishandled wheelchairs and scooters.  

DOT found cases of unsafe help for wheelchair users, which at times “resulted in injuries and undignified treatment.” There were also many failures to provide prompt wheelchair assistance. Additionally, DOT stated that American Airlines damaged or delayed the return of thousands of wheelchairs, leaving travelers without the device that they need for mobility. 

“The era of tolerating poor treatment of airline passengers with disabilities is over,” said Pete Buttigieg, US Transportation Secretary. “With this penalty, we are setting a new standard of accountability for airlines that violate the civil rights of passengers with disabilities.” 

DOT regulations require airlines to return wheelchairs and other mobility devices in a timely fashion and in the condition in which they were received. They dictate that passengers with disabilities should be given prompt assistance with getting on and off aircraft, including moving within the airport.  

DOT said that it had looked into formal complaints about the airline relating to poor wheelchair assistance, including three filed by Paralyzed Veterans of America alleging similar issues.  

The regulator also investigated how American Airlines managed wheelchairs from 2019 to 2023. DOT found an incident, captured in a video in November 2023, in which American’s staff dropped a wheelchair down a baggage ramp at Miami International Airport (MIA). 

As part of the $50 million penalty, the carrier will be required to pay a $25 million fine to the US Treasury, while receiving a $25 million credit against the total.  

This credit is for American’s investments in equipment to minimize wheelchair damage, hiring hub control center staff to manage wheelchair handling at major airports, and compensation for passengers impacted during the DOT’s investigation period. If these expenditures are not made, though, the airline will have to pay the extra $25 million fine to the US Treasury, according to the press release. 

DOT said that it has active investigations ongoing into similar violations at other US airlines. However, American’s penalty is 25 times larger than any previous DOT penalty against an airline for violating disability regulations. 

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