The Department of Transportation announced on Wednesday that American Airlines has been fined $50 million for poorly handling the needs of passengers with disabilities.

As per the DOT, American Airlines had the worst record among major U.S. carriers for damaging wheelchairs and mobility aids between 2019 and 2023. They also lagged in providing timely assistance with wheelchairs and respectful transfers for passengers with disabilities. One incident mentioned involved American baggage handlers dropping a wheelchair down a baggage ramp in November 2023.

DOT Secretary Pete Buttigieg stated, “The time for accepting subpar treatment of airline passengers with disabilities is over. This fine establishes a new level of accountability for airlines that infringe on the civil rights of disabled passengers. By imposing penalties that exceed what airlines might consider just a cost of doing business, we hope to motivate a change in industry practices to prevent such mistreatments from occurring again.”

The Paralyzed Veterans of America, which was noted by the Department of Transportation for lodging three complaints against American that prompted investigations, commended the DOT’s decision.

“We are thrilled to see the DOT take a strong stance on holding airlines responsible for compromising the welfare of passengers with disabilities, especially those who use wheelchairs and scooters. We are confident this unprecedented enforcement will send a clear message to the airline industry that passengers with mobility challenges are entitled to the same safety and dignity in travel as all other travelers,” stated PVA CEO Carl Blake.

In response to the fine, American Airlines has acknowledged the penalty and expressed its dedication to making improvements. The airline pointed out that it had already increased its investments in accessibility prior to the issuance of the fine by the DOT.

“This year, American has allocated over $175 million towards enhancing service, infrastructure, and training to better the travel experience for customers using wheelchairs or other mobility aids,” stated Julie Rath, American’s Senior Vice President of Airport Operations, Reservations, and Service Recovery. “This agreement reinforces our commitment to catering to all of our customers.”

The airline highlighted a 22% reduction in wheelchair mishandling from September 2022 to September 2024. Initiatives include automating the generating of wheelchair tags instead of relying on handwritten forms for checked mobility devices. Additionally, investments are being made in better equipment for handling mobility aids across various airports and improved training for team members responsible for mobility device care and interactions with disabled passengers. Many advocates have emphasized that enhancing and increasing training is crucial for airlines.

“At the end of the day, we want our customers to feel completely looked after during their journey,” Rath told YSL News in an interview. “Our focus is on continuous improvement, and we won’t stop until we achieve zero incidents involving wheelchairs.”

The DOT has stated it is conducting ongoing investigations into similar problems at other airlines, though officials have not specified when these investigations might conclude or what potential penalties could be imposed.

How prevalent is wheelchair damage on flights?

U.S. airlines generally damage around 10,000 to 15,000 wheelchairs annually. While this accounts for less than 1.5% of all mobility devices transported, it represents a significant problem for the affected travelers.

“If someone relies on a specific type of wheelchair and it’s damaged or destroyed by the airline, the impact goes beyond just ruining their trip. It can significantly disrupt their life even after their journey, sometimes for weeks or longer,” Buttigieg remarked during a press conference announcing the fine.

Throughout 2023, YSL News interviewed over 30 travelers whose mobility devices were harmed or destroyed by U.S. airlines. Many reported that the process of obtaining repairs or replacements took months, often resulting in them being unable to leave their homes in the meantime.

One affected traveler shared that the damage to their wheelchair caused them to miss two weeks of work. “Skipping two weeks of work translates to lost income for my family,” they expressed.

Numerous affected passengers likened having their wheelchairs damaged to losing their legs while traveling, arguing that it would be intolerable if non-disabled passengers faced a similar 1.5% risk of being incapacitated after a flight.