The US Department of Transportation (DOT) has imposed a $50 million fine on American Airlines for violations related to its treatment of disabled passengers, particularly those requiring wheelchair assistance, between 2019 and 2023.
This fine, which is part of a consent order between the airline and the DOT, is the largest penalty ever levied by the agency for violations of disability protections.
The DOT’s investigation revealed multiple instances of mishandling wheelchairs, delayed or inadequate wheelchair assistance, and unsafe physical aid that, in some cases, led to injuries. The agency accused the airline of failing to meet regulations under the Air Carrier Access Act (ACAA), which ensures protections for disabled passengers.
Half of the fine—$25 million—will be credited to American Airlines for its investments aimed at improving wheelchair handling and reducing incidents of damage or delays. These investments include a systemwide wheelchair tagging system, deployment of staff at hub airports to manage wheelchair services, and compensation for affected passengers during the period covered by the investigation.
Despite agreeing to the consent order, American Airlines did not admit to any violations and maintained that it complies with the ACAA and related regulations.
“[The agreement] reaffirms American’s commitment to taking care of all of our customers,” said Julie Rath, Senior Vice President of Airport Operations.
Rath highlighted that the airline had invested over $175 million this year to enhance services for passengers using wheelchairs or other mobility devices.
American Airlines reported that its complaint rate for wheelchair services is less than 0.1%, and it has seen a 20% improvement in its mobility device handling over the past two years. As one of the largest airlines in the US, American Airlines served more than 210 million passengers in 2023, with over 111 million transported in the first half of 2024 alone.
The DOT indicated that other airlines are also being scrutinized for similar violations, signaling broader concerns over wheelchair handling and assistance across the industry.
FOX Business contributed to this report.
