The United States Department of Transportation (DOT) has announced a new set of rules designed to enhance the travel experience for passengers with disabilities. These measures, unveiled by Secretary of Transportation Pete Buttigieg, aim to hold airlines accountable by imposing stricter standards and improving the quality of assistance provided. The rule mandates that airlines not only offer assistance to passengers with disabilities but also list this information clearly on their websites.
In response to growing complaints regarding delays, poor treatment, and mishandling of wheelchairs, the DOT has taken action to address these issues. Under the new rule, airlines are required to provide annual hands-on training to employees and contractors who assist passengers physically and handle wheelchairs. This training must be completed by June 17, 2026. The initiative is part of a broader effort to reduce the number of complaints and improve the treatment of passengers with disabilities.
“Every passenger deserves safe, dignified travel when they fly — and we’ve taken unprecedented actions to hold airlines accountable when they do not provide fair treatment to passengers with disabilities,” said Secretary of Transportation Pete Buttigieg.
The Air Travel Consumer Report from the DOT has documented that just over 1% of wheelchairs and scooters were mishandled in September. Despite many airlines already offering pre-boarding or other forms of assistance, the DOT continues to receive numerous complaints. In a notable enforcement action, American Airlines was recently fined $50 million after a multi-agency investigation revealed repeated violations of existing protections for passengers using wheelchairs.
Major airlines such as American Airlines, United Airlines, Delta Air Lines, and Southwest Airlines have already taken steps to inform passengers with disabilities about available assistance via their online platforms. However, the latest regulation aims to ensure consistency across the industry by obligating all airlines to adhere to these enhanced standards.
The DOT's Air Travel Consumer Report plays a crucial role in monitoring the airline industry's performance concerning passengers with disabilities. It provides valuable data on the number of complaints received and tracks incidents of mishandled wheelchairs and scooters. This information aids in assessing the impact of the new rule and guiding future improvements.
