American Airlines Crowell Consent Order 2017-1-11

About this order

On August 27, 2014, Mr. Kevin Crowell filed a formal disability complaint against American Airlines, Inc., (American) pursuant to 14 CFR 382.159(b). Mr. Crowell alleges that American’s employees at Miami International Airport failed to properly accommodate his service animal, and in doing so, aggravated Mr. Crowell’s post-traumatic stress disorder (PTSD). He alleges that these actions violated the Air Carrier Access Act (ACAA), 49 U.S.C. § 41705, and various provisions of 14 CFR Part 382.

This order finds that American’s personnel failed to properly document the fact that Mr. Crowell was traveling with his service animal in such a manner as to reflect a lack of proper training under 14 CFR 382.141. This order directs American to cease and desist from future similar violations related to properly documenting in American’s computerized records passengers traveling with service animals, directs the carrier to implement training procedures designed to avoid similar documentation problems in the future, and dismisses the complaint filed in the docket.