Mishandling of wheelchair users: American Airlines fined $50 million

DALLAS, Texas: The U.S. government has fined American Airlines $50 million for mishandling wheelchairs and failing to provide proper assistance to passengers with disabilities over a five-year period.

According to the Transportation Department, these incidents occurred between 2019 and 2023, and in some cases, wheelchair users were injured, although the department did not specify how many.

American Airlines said it has invested heavily in improving wheelchair handling and will be credited $25 million of the fine for these improvements and compensation provided to affected passengers.

The investigation was partially prompted by three formal complaints filed by the Paralyzed Veterans of America, and a video from Miami International Airport last year showed workers carelessly sliding a wheelchair down a baggage ramp, where it crashed and flipped over.

Transportation Secretary Pete Buttigieg stated that American Airlines was "one of the worst offenders" but acknowledged that the issues identified are not limited to a single airline. He emphasized that the era of poor treatment of wheelchair users on airplanes is over and that similar investigations into other airlines are ongoing.

Carl Blake, CEO of Paralyzed Veterans of America, praised the Transportation Department's action.

"We are pleased to see DOT making such a strong statement for how it will hold airlines accountable for jeopardizing the well-being of passengers with disabilities, particularly wheelchair and scooter users," Blake said in a statement. "We are confident this unprecedented enforcement will make it clear to the entire airline industry that passengers with mobility disabilities deserve to travel with the same level of safety and dignity as everyone else."

According to government data, from 2019 to 2023, American Airlines mishandled more than 10,760 wheelchairs and mobility scooters. This was second only to Southwest Airlines, which had over 11,100 incidents during the same period. American Airlines said it has since invested more than $175 million this year to improve its services for passengers with disabilities, reducing the rate of mishandling by more than 20 percent.

The fine imposed on American Airlines is significantly higher than previous penalties. In 2016, United Airlines was fined $2 million, which was later reduced to $700,000 after compensation credits. The severity of American's fine reflects the large number of incidents involving damaged or delayed wheelchairs.

The fine comes after the Transportation Department proposed new rules that would make it illegal for airlines to damage or delay the return of wheelchairs. The rules also call for annual training for employees handling wheelchairs or assisting passengers with disabilities. The regulations are being finalized, but no timetable for their implementation has been given.