American Airlines - Order 2024-10-15

This order concerns violations by American Airlines, Inc. (American) of the Air Carrier Access Act (ACAA), 49 U.S.C. § 41705, which prohibits discrimination against individuals with disabilities in air transportation, and 14 CFR Part 382 (Part 382), the Department’s requirements implementing the ACAA.

The Department finds that American failed in numerous cases to provide passengers with disabilities using wheelchairs with adequate enplaning, deplaning, and connecting assistance, including assistance in moving within the terminal. Specifically, American failed in numerous cases to provide adequate wheelchair assistance to passengers with disabilities from 2019 to 2023, which in some cases resulted in injury to passengers. OACP considers inadequate wheelchair assistance to include untimely assistance, unsafe physical assistance, and undignified assistance. In addition, from 2019 to 2023, passengers reported that American mishandled thousands of passengers’ wheelchairs and scooters by damaging them or delaying their timely return. Damaged and delayed wheelchairs affect the mobility, independence, quality of life and, at times, health of people with disabilities.

The violations described in this order also constitute violations of 49 U.S.C. § 41702, the requirement to provide safe and adequate interstate air transportation; 49 U.S.C. § 41310, the prohibition against unreasonable discrimination in foreign air transportation; and 49 U.S.C. § 41712, the prohibition against unfair and deceptive practices.

This order directs American to cease and desist from future similar violations of the ACAA and Part 382, as well as 49 U.S.C. §§ 41702, 41310 and 41712, and assesses the carrier $50,000,000 in civil penalties.