The U.S. Department of Transportation announced Wednesday that it will fine American Airlines $50 million for allegedly mistreating passengers with disabilities and, in some cases, causing injury.
Transportation Secretary Pete Buttigieg said in a conference call with reporters that the fine is 25 times the department’s other fines for disability-related violations.
Buttigieg said that between 2019 and 2023, the company “on numerous occasions provided dangerous and undignified physical assistance to passengers, at times resulting in injury.”
“They repeatedly failed to provide prompt wheelchair assistance, damaging the wheelchairs of thousands of passengers and leaving passengers without the equipment they needed to live their lives to the fullest.” said.
American Airlines said in a statement Wednesday that it has reached a settlement with the Department of Transportation and is working to better accommodate passengers who require wheelchairs or other mobility devices.
The company said the mishandling rate of wheelchairs and scooters has decreased by 20% since 2022. The company also said it has “invested more than $175 million in services, infrastructure, training and new technology” to improve its services.
“American Airlines has a long-standing commitment to serving passengers with disabilities,” the airline said.
“This year, American Airlines is working to improve the travel experience for customers who travel with wheelchairs and other forms of mobility by improving service, infrastructure and “We have invested more than $175 million in training.” device. ”
In an effort to safely transport wheelchairs and mobility equipment, the company is delivering electric wheelchair transfers to all “hub and tier 1 airports” that will allow employees to more easily transport equipment. Said to be included.
The company also installed electric wheelchair lifts at more than 20 of its stations to load wheelchairs onto planes, and introduced automatic tags for mobility devices with information about the customer and specific equipment to ensure proper handling of equipment. The company said it has stepped up training for employees on how to do so and how to communicate. With customers with disabilities.
American Airlines may not be the only airline violating laws protecting travelers with disabilities.
“American Airlines appears to be one of the worst offenders,” Buttigieg said, noting that other airlines are also being investigated.
“The problems uncovered in our investigation are not isolated to one airline,” Buttigieg said. “We are actively investigating a number of other U.S. airlines for similar violations.”
Department of Transportation officials said American Airlines had the second-highest error rate and the second-highest number of errors reported each year from 2019 to 2023, which the agency studied.
American Airlines said it transported more than 146,000 wheelchairs and other mobility devices last year.
According to the Bureau of Transportation Statistics, American Airlines ranked third in domestic market share from August to July 2023 with 17.4%, while the airline, Delta Air Lines, and Southwest Airlines all hovered around that level. .
The company reported this year that it and its partners operated nearly 2 million flights last year.
Jay Blackman also contributed.
