American Airlines fined $50M over complaints of damaged wheelchairs, mistreating passengers
American Airlines was fined $50 million dollars by the U.S. Department of Transportation on Oct. 23 for mistreating passengers who use wheelchairs.
A Department of Transportation investigation of complaints made between 2019 and 2023 found American Airlines unsafely assisted passengers, sometimes resulting in injuries, and didn’t help wheelchair-using passengers in a timely manner. The airline also damaged thousands of wheelchairs, according to the complaints.
Fort Worth-based American Airlines must pay a $25 million fine and is required to pay an additional $25 million if it does not improve handling of wheelchairs and compensate passengers affected by mishandling.
“By setting penalties at levels beyond a mere cost of doing business for airlines, we’re aiming to change how the industry behaves and prevent these kinds of abuses from happening in the first place,” Transportation Secretary Pete Buttigieg said in the announcement of the fine.
American Airlines said in a statement the company is committed to supporting passengers with disabilities, and is working to improve their experience. The company said claims for mishandled wheelchairs and scooters have dropped by more than 20% since 2022.
Transportation Department regulations require airlines to promptly return mobility devices, including wheelchairs, in the condition they were received. Airlines must also assist passengers on and off an aircraft in a timely manner.
“American had been one of the worst performers among U.S. airlines in terms of both the total number of wheelchairs and scooters mishandling claims and the rate of mishandling claims, and DOT investigation revealed a significant number of violations,” the announcement of the fine stated.
The Transportation Department said it is also investigating “similar violations” at other airlines.
