The U.S. Department of Transportation (DOT) has levied a record $50 million fine against American Airlines for its systematic mishandling of wheelchair services and mistreatment of disabled passengers. The penalty marks the largest-ever fine imposed by the DOT for violations of the Air Carrier Access Act.
According to federal investigators, American Airlines repeatedly failed to provide timely and adequate wheelchair assistance to passengers with disabilities at airports across the country.The investigation revealed numerous instances where disabled passengers were left stranded for hours, missed connecting flights, or experienced physical discomfort due to improper handling.
The violations documented by the DOT include:
- Extended waiting times for wheelchair assistance, often exceeding 45 minutes
- Insufficient training of ground staff in proper wheelchair handling procedures
- Failure to maintain adequate numbers of wheelchairs and staff at major hubs
- Multiple instances of damaged mobility equipment
As part of the settlement, American Airlines has agreed to implement comprehensive reforms, including:
- Hiring additional staff dedicated to wheelchair assistance
- Upgrading its wheelchair tracking technology
- Enhancing staff training programs
- Establishing a dedicated disability complaints resolution team
"This historic penalty sends a clear message that airlines must prioritize the rights and dignity of passengers with disabilities," said the Transportation Secretary in a statement. "We will continue to hold carriers accountable for their obligations under federal law."
American Airlines has acknowledged the violations and committed to investing $20 million in service improvements beyond the fine. The airline must submit quarterly compliance reports to the DOT for the next three years to demonstrate progress in addressing these issues.
