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Writer's pictureThe Rare360 Editorial Team

A Major Milestone for Disability Rights: DOT’s Historic Fine on American Airlines

Updated: 6 days ago

Photorealistic image of a person in a wheelchair at an airport, accompanied by a caregiver standing nearby. They are positioned near large windows overlooking the runway, with luggage beside them, ready to embark on their journey.

In a significant move to protect the rights of travelers with disabilities, the U.S. Department of Transportation (DOT) recently issued a $50 million fine against American Airlines. This fine, one of the largest ever imposed on an airline for violating the Air Carrier Access Act (ACAA), highlights the critical issues faced by travelers with disabilities, especially those with rare diseases and chronic illnesses.


DOT Investigation Exposes Gaps in Disability Rights

The U.S. Department of Transportation (DOT) mandates that airlines return wheelchairs and other mobility devices in the same condition they were received. Airlines are also required to provide timely assistance to passengers with disabilities, including help with boarding, deplaning, and moving within the airport. For domestic flights, DOT considers any violations of these regulations as failures to provide safe and adequate service. To support travelers in understanding their rights, DOT released the first-ever Airline Passengers with Disabilities Bill of Rights in July 2022.


Following a surge in complaints, DOT initiated a detailed investigation into American Airlines' compliance with the Air Carrier Access Act (ACAA), a federal law designed to ensure accessible and dignified travel for people with disabilities. DOT’s findings revealed a pattern of unsafe assistance, resulting in injuries and undignified treatment of wheelchair users, as well as numerous instances of delayed or mishandled wheelchairs. Thousands of wheelchairs were either damaged or not returned promptly, leaving passengers without critical mobility aids.


The investigation also reviewed specific complaints, including formal grievances from Paralyzed Veterans of America, which cited similar issues. DOT examined American Airlines’ record from 2019 to 2023, including incidents like one documented on video at Miami International Airport, where American personnel mishandled a wheelchair by dropping it down a baggage ramp. Among U.S. airlines, American had one of the worst records for wheelchair and scooter mishandling claims, both in total numbers and rates. DOT’s investigation uncovered a significant number of violations related to wheelchair assistance and handling.


However, these problems are not exclusive to American Airlines; similar complaints of wheelchair mishandling and insufficient assistance have surfaced with other carriers. DOT is actively investigating these issues across the airline industry. The recent enforcement action against American Airlines marks the largest penalty DOT has ever issued for disability protection violations—25 times larger than previous penalties—setting a new precedent for enforcing disability rights.


DOT’s Call for Airline Accountability

The DOT's fine highlights the requirements of the Air Carrier Access Act (ACAA), which mandates that airlines provide safe, respectful, and timely handling of wheelchairs and other mobility aids for passengers with disabilities. Yet, recurring incidents of mishandling these essential devices reveal gaps in training and accountability within the airline industry.


As part of the $50 million penalty, American Airlines is required to pay $25 million to the U.S. Treasury. An additional $25 million is allocated as credits for the airline to invest in improvements, including purchasing equipment to reduce wheelchair damage, implementing a tagging system to prevent delays, deploying hub control center employees to coordinate wheelchair handling at major airports, and compensating affected passengers. If these improvements are not made, the remaining $25 million will be paid as an additional fine to the Treasury.


Transportation Secretary Pete Buttigieg emphasized the importance of this enforcement action, stating, “The era of tolerating poor treatment of airline passengers with disabilities is over. 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, we aim to change industry behavior and prevent these kinds of abuses from happening in the first place.”


Key Steps for Improving Airline Support for Travelers with Disabilities 

To enhance service for passengers with disabilities, airlines must invest in improved training, awareness, and accountability measures. DOT has proposed new regulations to address current gaps, including stricter employee training requirements, penalties for mishandling, and protocols for quick responses to damaged or delayed equipment. Key steps airlines can adopt include:

  • Enhanced Training for Staff: Employees should receive training on the unique needs of passengers who rely on mobility aids, understanding both the physical and emotional impact of delays, and following clear protocols to ensure timely assistance.

  • Dedicated Mobility Aid Support Teams: Establishing specialized teams for mobility aid handling can ensure that passengers receive care from staff with targeted training.

  • Improved Tracking and Real-Time Updates: Implementing tracking systems for wheelchairs and mobility aids allows airlines to provide real-time updates, ensuring transparency and accountability during any delays.

  • Clearer Communication Channels: Direct communication lines for passengers with disabilities can reduce stress and enable quick resolution of concerns or delays.


By adopting these measures, airlines can better serve passengers with disabilities, minimize incidents of mishandling, and build a more inclusive and respectful travel experience.


The Impact on Rare Disease and Chronically Ill Travelers

For passengers with rare diseases and chronic illnesses, timely access to wheelchairs and other mobility aids is essential for their well-being and overall health. Many individuals in this group face mobility challenges due to progressive diseases, fatigue, pain, or cardiovascular issues. Wheelchairs and customized mobility aids are often tailored to their specific needs, and designed to mitigate pain, prevent further injury, or assist with chronic conditions.


Here are a few key ways in which mishandling of mobility aids might affect these individuals:

  • Physical Health Risks: For many patients, prolonged periods without their specific mobility aids can lead to pain, exacerbation of symptoms, and even long-term injury. Those with rare diseases or musculoskeletal conditions, such as muscular dystrophy or Ehlers-Danlos Syndrome, rely on their custom mobility aids to prevent joint stress and pressure sores, which can develop quickly without proper support.

  • Psychological and Emotional Impact: Being denied access to their mobility aid can lead to feelings of frustration, anxiety, and helplessness. For rare disease patients already managing complex medical needs, these additional stressors can take a toll on their mental health, increasing the risk of conditions like depression and anxiety.

  • Loss of Independence and Dignity: Wheelchairs and other aids represent more than mobility; they signify freedom and independence. For many travelers with disabilities, being without their mobility devices restricts their ability to move freely and maintain self-sufficiency, creating a dependency on others that impacts their dignity.

  • The Economic Burden of Damaged Mobility Devices: For disabled and chronically ill travelers, a damaged or lost wheelchair can lead to substantial financial costs. These aids are often custom-made, costing thousands of dollars, and repair or replacement may not be feasible within short timeframes, especially during travel. Reimbursement, when offered, rarely covers the full expense, leaving passengers bearing the financial brunt of airlines’ carelessness.


Conclusion

The DOT’s fine against American Airlines highlights the ongoing struggles faced by travelers with disabilities, especially those with rare diseases and chronic illnesses who depend on mobility aids. As discussions around disability rights and air travel accessibility gain momentum, it’s critical that airlines step up their commitments to these passengers. Implementing better protocols, increasing training, and establishing dedicated support channels can make air travel safer, more dignified, and less stressful for the rare disease and chronic illness community.


This incident serves as a call to action not only for airlines but also for policymakers to strengthen protections, ensuring that air travel is truly accessible to all.


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