American Airlines investigates viral video of wheelchair accident on airport tarmac

American Airlines has stated that they are currently investigating a video posted on TikTok. The video depicts a baggage handler releasing a passenger's wheelchair, which then slid down a jet bridge chute, crashed into a metal barrier, and flipped over onto the airport tarmac. The post has garnered millions of views and has once again highlighted the challenges faced by millions of disabled Americans when traveling. According to the nonprofit organization Paralyzed Veterans of America, airline workers damaged, delayed, or lost more than 31 wheelchairs per day between 2019 and 2022.

The TikTok video was posted by Haeley Dyrdahl, who witnessed the incident at Miami International Airport on Sunday. She stated that she had seen the handlers mistreat two wheelchairs and also saw a suitcase being treated in a similar manner. In the video, a baggage handler wearing an American Airlines vest is seen letting go of the wheelchair, causing it to slide down the chute, hit a barrier, and flip over. The handler then loads the wheelchair onto a baggage cart. It is unclear whether the wheelchair sustained any damage.

For those who use wheelchairs, arriving at an airport only to learn an essential tool for mobility has been damaged can be a real nightmare.

Air Canada planes sit on the tarmac at Vancouver International Airport in Richmond, British Columbia, Canada on January 13, 2021. The airline has announced it will be laying off approximately 1,700 employees in response to official travel restrictions put in place due to the ongoing COVID-19 pandemic.

Air Canada apologizes and vows to accelerate accessibility enhancements for travelers with disabilities. Dyrdahl informed CNN that in her line of work, she frequently assists wheelchair users, and has encountered numerous families voicing apprehensions about the handling of their wheelchairs during travel.

She expressed her sadness after witnessing this happen multiple times, recognizing the validity of their concerns. American Airlines acknowledged the importance of supporting the independence of customers with disabilities by ensuring proper care for their mobility devices. They expressed deep concern over the visuals and are gathering more details to address the issue with their team, committing to improving their handling of assistive devices across their network.

The airline is committed to enhancing the training of its employees who handle mobility devices and to installing wheelchair movers and lifts at airports with significant mobility device traffic to decrease the risk of damage. However, no specific timeline was provided. In a statement on X, Transportation Secretary Pete Buttigieg condemned the incident as "completely unacceptable" and announced that the department, which has established a bill of rights for disabled passengers, would conduct an investigation.

In August 2023, American Airlines mishandled 226 wheelchairs and scooters, which equates to a rate of 2.24 per 100 of those handled on planes, according to the Department of Transportation's latest data. Among 15 major US carriers, it ranked 13th in mishandling these items.

Unfortunately for the airline, the data indicates a negative trend. In 2022, American Airlines' rate of damaging, delaying, or losing wheelchairs and scooters was 2.00 per 100, as per DOT statistics.

Door of lavatory in an empty aircraft cabin of an Airbus A320.

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Future airplanes must meet stricter accessibility standards, but not for years

United Airlines announced plans to introduce a flight filter on its booking engine in September, allowing passengers who use wheelchairs to easily find flights where their wheelchairs can fit and be safely transported. This initiative is part of an agreement with the Department of Transportation. Furthermore, the DOT is also laying the groundwork for a potential policy that would allow passengers to remain in their wheelchairs during flights.

In a statement, Sen. Tammy Duckworth, a Democrat from Illinois who uses a wheelchair, described the video as "shocking, but not surprising based on my own travel experiences or those of anyone who relies on a mobility device to live their lives fully." She also highlighted the unacceptable trend of airlines damaging mobility devices, a problem that she addressed through legislation requiring public disclosure of such incidents. Duckworth emphasized that it is completely unacceptable to treat critical medical devices in such a manner.

Duckworth led the effort in 2018 to pass a bill requiring the DOT to issue monthly reports on wheelchair and scooter damage, and she continues to collaborate on federal legislation aimed at enhancing travel for disabled passengers. In September, Duckworth and Sen. John Thune introduced the MOBILE Act, which aims to address challenges faced by passengers who use mobility aids.

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The proposed law mandates that the Secretary of Transportation inform air carriers of potential regulations requiring them to disclose cargo hold dimensions. It also directs the agency to investigate the potential for passengers to use wheelchairs in the main cabin. Additionally, it specifies that if in-flight wheelchair seating is deemed viable, the secretary should evaluate the economic and financial viability of accommodating passengers with their wheelchairs in the main cabin during flight.

Rep. Steve Cohen, a Democrat from Tennessee, and Rep. Pete Stauber, a Republican from Minnesota, have jointly introduced a bill in the House.

This report includes contributions from CNN's David Williams, Ross Levitt, and Gregory Wallace.