The U.S. Department of Transportation has fined American Airlines $50 million for mistreating passengers with disabilities, leading to injuries in some cases. Transportation Secretary Pete Buttigieg stated that the airline provided unsafe and undignified physical assistance, failed to provide prompt wheelchair assistance, and damaged passengers’ wheelchairs between 2019 and 2023. American Airlines admitted to the violations, reached a settlement with the department, and claimed efforts to improve services for passengers with disabilities. Despite investing over $175 million in service improvements, the airline still had high mishandling rates for wheelchairs and mobility devices.
Buttigieg mentioned that there are ongoing investigations into other U.S. airlines for similar violations, with American Airlines being one of the worst offenders. The airline had the second-highest mishandling rate and number of reported mishandlings annually in the years under investigation. American Airlines transported over 146,000 wheelchairs and mobility devices in 2023 and had the third-largest domestic market share in 2023-2024.
Overall, American Airlines has faced criticism and a significant fine for its treatment of passengers with disabilities, highlighting the importance of compliance with laws protecting travelers with disabilities. Efforts to improve services and procedures for passengers with mobility needs remain a priority for the airline and the Department of Transportation.
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