United Airlines, Inc. Order 2016-1-3

About this Order

This order concerns violations by United Airlines, Inc., (United) of the requirements of 14 CFR Part 382 (Part 382) with respect to providing passengers with a disability with enplaning and deplaning assistance, including connecting assistance and assistance in moving within the terminal. Part 382 implements the Air Carrier Access Act (ACAA), 49 U.S.C. § 41705, and violations of that part also violate the ACAA. To the extent that the ACAA and Part 382 violations occurred in interstate air transportation, the incidents are also violations of 49 U.S.C. § 41702, which requires that air carriers provide safe and adequate interstate air transportation; to the extent the violations occurred in foreign air transportation, the incidents would violate 49 U.S.C. § 41310, which, in part, prohibits air carriers and foreign air carriers from unreasonably discriminating against any person in foreign air transportation. Further, pursuant to 14 CFR 259.5(b)(6), a covered carrier must adhere to a customer service plan which includes a commitment to properly accommodate passengers with disabilities as required by Part 382. Violations of the ACAA and 14 CFR Parts 259 and 382, as well as of 49 U.S.C. §§ 41702 and 41310, are unfair and deceptive practices in violation of 49 U.S.C. § 41712. This order directs United to cease and desist from future violations of Part 382 and the ACAA and assesses the carrier $2,000,000 in civil penalties.