The U.S. Department of Transportation has fined American Airlines $50 million for mistreating passengers with disabilities, resulting in injuries. Transportation Secretary Pete Buttigieg stated that the airline provided unsafe and undignified physical assistance to passengers, failed to provide prompt wheelchair assistance, and damaged thousands of passengers’ wheelchairs. American Airlines claimed that it has settled with the Department of Transportation and has been working to improve its services for passengers with disabilities, including reducing mishandled wheelchair and scooter rates by 20% since 2022. The airline also stated that it has invested over $175 million in services, infrastructure, training, and technology to enhance service for passengers with mobility devices.
The Department of Transportation is investigating other airlines for similar violations, with American Airlines being cited as one of the worst offenders. In the years under review (2019-2023), American Airlines had the second-highest mishandling rate and number of reported mishandlings. Despite these violations, American Airlines had the third-largest domestic market share in 2023, alongside Delta and Southwest. The airline reported nearly 2 million flights operated in 2023. The Department of Transportation is actively enforcing laws protecting travelers with disabilities, with investigations ongoing into other U.S. airlines.
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