American Airlines Group Inc. Rotten Score Breakdown

The U.S. Department of Transportation assessed American Airlines a $50 million civil penalty in October 2024 after finding numerous serious violations of federal laws protecting airline passengers with disabilities. DOT found that between 2019 and 2023 American repeatedly failed to provide safe, dignified and prompt wheelchair assistance to passengers with disabilities. The Department found cases of unsafe physical assistance that resulted in injuries to passengers as well as instances of undignified treatment. DOT also found repeated failures to provide prompt wheelchair assistance for boarding, deplaning, airport connections and movement within terminals. In addition, passengers reported that American mishandled thousands of wheelchairs and scooters by damaging them or delaying their return. DOT emphasized that delayed or damaged mobility devices can directly affect passengers' independence, health, quality of life and ability to travel. The Department found violations of the Air Carrier Access Act and related federal aviation consumer-protection requirements. The $50 million penalty was 25 times larger than any previous DOT penalty against an airline for disability-related violations at the time it was announced. The order also required American to implement measures designed to improve wheelchair handling and assistance. In December 2025 DOT amended the payment structure while leaving the $50 million assessment intact, redirecting part of the remaining amount toward additional wheelchair-handling improvements and passenger benefits. Primary sources: U.S. Department of Transportation — DOT Issues Landmark $50 Million Penalty Against American Airlines: https://www.transportation.gov/briefing-room/dot-issues-landmark-50-million-penalty-against-american-airlines-its-treatment DOT Order 2024-10-15: https://www.transportation.gov/airconsumer/American-Order-2024-10-15