Following an investigation conducted by the US Department of Transportation, American Airlines has received a record fine of $50 million over the way it treats disabled passengers and their wheelchairs. 

The investigation, which was led by the US Department of Transportation and aided by the Justice Department’s civil rights division, was put into motion following three formal complaints by the Paralysed Veterans of America filed against American Airlines. A video posted on X at the end of 2023, showing an incident in which a wheelchair was heavily damaged at Miami International Airport, was another reason to look specifically into American Airlines.

Wheelchair users have been trying for ages to raise awareness about their wheelchairs being broken so often when they fly, and the devastating impact this has on them. @AmericanAir baggage handlers decided to give a demonstration of how much they enjoy breaking them 😡 pic.twitter.com/jQvILpTRyQ

— Becca Peter (@DefectiveBecca) November 20, 2023

On Wednesday, 23 October, the US Department of Transportation officially issued a record-setting $50 million fine against the airline for “numerous serious violations of the laws protecting airline passengers with disabilities between 2019 and 2023.” Not only were wheelchair users offered unsafe physical assistance, but thousands of wheelchairs were also mishandled and damaged.

“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.” 

Our investigation into American Airlines uncovered cases of unsafe physical assistance at times resulting in injuries and undignified treatment of wheelchair users.

American also mishandled thousands of wheelchairs by damaging them or delaying their return. pic.twitter.com/OPPQ2q4pYE

— Secretary Pete Buttigieg (@SecretaryPete) October 24, 2024

According to the Department of Transportation regulations, airlines are required “to timely return wheelchairs and other mobility devices in the condition in which they were received and to provide passengers with disabilities prompt assistance to get on and off aircraft including moving within the airport.” American Airlines didn’t respect those rules according to the investigation, thus explaining the penalty.

The press release issued by the DOT also mentions the valuable assistance of the civil rights division, who is pleased with the outcome.

Today, our department is holding American Airlines accountable with a $50 million fine for repeatedly violating the rights of wheelchair users.

Everyone has the right to travel with dignity and respect. pic.twitter.com/nfNWA1G5Hh

— U.S. Department of Transportation (@USDOT) October 23, 2024

“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 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.”  

The DOT also mentions that American Airlines isn’t the only U.S. airline under investigation following allegations of wheelchair mishandling and inadequate wheelchair assistance.