American Airlines has been hit with a hefty fine after a complex investigation found that numerous incidents occurred involving the airline and its handling of wheelchairs. With many customers feeling helpless against the airline, they can breathe easy knowing the airline will finally give them significant compensation.

Asleep At The Wheel

The Department of Transportation (DOT) found that American Airlines committed "numerous serious violations of disabled passengers" from 2019 to 2023. As a result, the U.S. government placed a record $ 50 million fine against the airline on Wednesday.

During the four-year span, the DOT reported more than 10,700 incidents the airline had involving wheelchairs and mobility scooters. Other airlines have also been culprits of similar incidents. Southwest Airlines had the most incidents with over 11,100, whereas Spirit Airlines had the highest percentage of incidents occurring.

Transportation Secretary Pete Buttigieg addressed the media to explain the primary problem in the case — that being thousands of wheelchairs belonging to passengers ending up being mishandled and damaged. These wheelchairs end up failing to assist disabled passengers, which leads to safety issues and inconveniences for other travelers.

Government officials explained the fine amount to members of the media, citing that the airline has been facing rampant problems of mishandling wheelchairs during the baggage process and/or taking longer than necessary to return them to their owners after flights.

A video was also shown to investigators of American Airlines staff dropping a wheelchair down a baggage ramp, where a handler stood by to watch it crash at the bottom of the chute and skid across a concrete floor.
 

On paper, the $50 million fine is actually a $25 million fine for passengers affected by mistreatment from the airline. The remaining $25 million comes in the form of a "credit" the airline must use to make infrastructure improvements and reduce cases of damaged wheelchairs. This is according to a consent order filed on Wednesday. If the airline fails to meet the upgrade requirements, it will be fined an additional $25 million.

American Airlines defended its stance on passengers' wheelchairs, in which the company claimed that it already invested $175 million towards infrastructure upgrades, wheelchair handling services, and additional training for luggage handlers. The airline claims cases of wheelchair mishaps have decreased by 20% since 2022. The company also reports that less than one out of every 1,000 customers who ask for wheelchair assistance end up filing a complaint with staff or customer service.
 

Laws For Wheelchair Safety

Federal law states that airlines must return wheelchairs to their owners unscathed after flights, and accommodations must be made to help disabled travelers get on and off aircraft. Airlines also need to pay to repair or replace wheelchairs that are damaged. The Department of Transportation is also considering a rule that requires all airlines to train baggage handlers annually regarding wheelchair transportation and helping mobility-impaired passengers.

In 2016, United Airlines was fined $2 million by the DOT over violating laws that protected passengers with disabilities. This fine, however, was reduced to $700,000 after United received credit to compensate affected passengers in addition to other key investments made. The DOT is currently investigating other U.S. airlines over wheelchair and mobility scooter incidents.