The U.S. Department of Transportation recently fined Air France, Lufthansa and British Airways for failing to respond to disability-related complaints filed under the Air Carrier Access Act. The penalties reach up to $200,000 each for Lufthansa and Air France, and $150,000 for British Airways.
The Air Carrier Access Act forbids discrimination against passengers with disabilities and requires airlines to respond in writing to complaints submitted under the law. The Department found that all three carriers did not provide written responses to passenger complaints within the required 30-day period. In addition to monetary penalties, the airlines were ordered to cease and desist from further violations of the Act.
“When air travelers file complaints with airlines, they deserve prompt and complete responses that appropriately answer their specific concern. We will continue to take enforcement action when airlines violate our rules protecting the rights of passengers,” said Anthony Foxx, U.S. Transportation Secretary.
The Department’s action underscores the legal obligation of carriers to address disability-related concerns promptly and transparently. Timely, substantive replies help resolve issues for passengers with disabilities and ensure carriers remain accountable for compliance with federal protections. Airlines that fall short of these standards now face both financial penalties and formal directives to correct their procedures.
For affected passengers, the rulings reaffirm that complaints should be acknowledged and answered within the statutory timeframe; failure to do so can trigger enforcement. The Department’s enforcement illustrates its commitment to uphold the rights of travelers with disabilities and to maintain clear expectations for airline complaint handling.