Saturday, May 14, 2016

USDOT: Air France, Lufthansa, and British Airways Fined for Inadequate Responses to Disability Complaints

TransportiCA Note: While an article of this nature is not directly standard for posting, an important element of sustainability is equity, which includes making sure traditionally-marginalized populations - mobility-impaired, transit-dependent, and those with developmental disabilities - are welcomed and accommodated in our transportation system.  Hence, we applaud USDOT's corrective actions against mentioned parties, creating a more inclusive transportation system.

DOT 40-16
Thursday, April 14, 2016
Contact:  Caitlin Harvey
Tel.:  (202) 366-4570

Air France, Lufthansa, and British Airways Fined for Inadequate Responses to Disability Complaints

WASHINGTON – The U.S. Department of Transportation (DOT) today fined Air France, Lufthansa, and British Airways for not adequately responding to complaints filed by passengers with disabilities.  Air France and Lufthansa were each fined $200,000 and British Airways was fined $150,000.  The airlines were also ordered to cease and desist from future similar violations.

“When air travelers file complaints with airlines, they deserve prompt and complete responses that appropriately answer their specific concerns,” said U.S. Transportation Secretary Anthony Foxx.  “We will continue to take enforcement action when airlines violate our rules protecting the rights of passengers.”

The Air Carrier Access Act (ACAA) prohibits airlines from discriminating against individuals with disabilities.  Under DOT rules, airlines are required to provide a written dispositive response to a written complaint alleging a violation of the ACAA within 30 days of receipt of the complaint. 

These consent orders are the results of several on-site regulatory compliance inspections conducted by the Department’s Office of Aviation Enforcement and Proceedings.  During these inspections, the Department reviewed a number of disability-related complaint files and found that, in many occasions, Air France, Lufthansa, and British Airways failed to provide dispositive responses to passenger complaints.   

The consent orders are available at, docket number DOT-OST-2016-0002. 



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