DOT found that American Airlines failed to provide safe, dignified, and prompt wheelchair assistance and mishandled passengers’ wheelchairs
“One traveler with a disability told us in her words, ‘I was made to feel like a piece of luggage, so I do not fly anymore’”
Recent developments have marked a significant advancement for travelers with disabilities, particularly with American Airlines. The Department of Transportation (DOT) and the Department of Justice (DOJ) have taken a strong stance to ensure equal access and dignified treatment for passengers with disabilities, imposing a landmark $50 million penalty on American Airlines for serious infractions of disability laws between 2019 and 2023.
The Air Carrier Access Act (ACAA)
“We applaud the Department of Transportation’s landmark civil rights agreement to uphold the dignity of passengers with disabilities in air travel,” said Kristen Clarke, Assistant Attorney General for Civil Rights.
The Air Carrier Access Act (ACAA) prohibits airlines from discriminating against passengers due to their disabilities. The DOT enforces the ACAA, which applies to all flights to, from, or within the United States. Violations reported include inadequate physical assistance leading to injuries and the mishandling and delays of wheelchairs—issues that have persisted with major U.S. airlines. Notably, complaints from disabled passengers surged by 9% from 2021 to 2022, reflecting the challenges millions of travelers face. In 2019, approximately 27 million individuals with disabilities traveled by air, according to the DOT.
“The Department of Justice is committed to ensuring that people with disabilities have the freedom to travel independently. Travelers with disabilities must be confident they will receive timely assistance and arrive safely, with their mobility aids and assistive devices intact.”
Airline Passengers with Disabilities Bill of Rights
In response to these issues, the DOT introduced the first-ever Airline Passengers with Disabilities Bill of Rights in July 2022. This important document outlines the rights to which disabled passengers are entitled during their travels, including the timely return of mobility devices in their original condition, prompt assistance for boarding and disembarking, and support in navigating airports.
As part of the investigation, American Airlines will pay a $25 million fine, with an additional $25 million allocated for investments in equipment to reduce wheelchair damage and delays, improve wheelchair handling coordination at large airports, and compensate affected passengers.
Under Secretary Buttigieg’s leadership, the DOT has imposed nearly $225 million in penalties against airlines for consumer protection and civil rights violations since 2020, underscoring the Biden-Harris Administration’s commitment to holding airlines accountable.
“The era of tolerating poor treatment of airline passengers with disabilities is over,” said U.S. Transportation Secretary Pete Buttigieg. “With this penalty, we are setting a new standard of accountability for airlines that violate the civil rights of passengers with disabilities. 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.”
In addition to enforcing penalties, the Biden-Harris Administration is introducing new regulations and funding for equipment to enhance travel experiences for disabled passengers. These new rules will establish standards for accessible lavatories on aircraft, provide funding for accessibility improvements at airports, and propose regulations to ensure safe and dignified accommodations for passengers using wheelchairs.
These initiatives reflect the dedicated efforts of the DOT and DOJ under the Biden-Harris Administration to address past violations, hold airlines accountable, and ensure a safer and more dignified air travel experience for passengers with disabilities.