United Fined $2.75m for Disability, Tarmac Delay Violations

The U.S. Department of Transportation has fined United Airlines $2.75 million for violating the rules protecting air travelers with disabilities and prohibiting long tarmac delays.  

The DOT investigated United’s compliance with the Air Carrier Access Act after disability-related complaints against the carrier spiked in 2014. A review revealed that United failed to provide timely, adequate assistance with boarding and debarking aircraft, and moving through the terminal at its Houston, Chicago, Denver, Newark, and Dulles hubs. 

The investigation also found “numerous instances” in which United failed to return passengers’ wheelchairs or other assistive devices in a timely manner or in the condition in which the airline received them. 

United will spend $150,000 of the fine to improve quality assurance audits of its wheelchair vendors, including tracking the length of wheelchair assistance response times. 

It also will spend $500,000 to develop technology to make it easier for passengers to request wheelchair and other disability-related assistance at the airport through its mobile app.   

The DOT is crediting United $650,000 for compensation the airline already provided to consumers who filed disability-related complaints in 2014.  

Of the total fine, $750,000 is for five lengthy tarmac delays at Chicago O’Hare on Dec. 8, 2013, and one for a flight from Denver to Houston Intercontinental that was diverted to Houston Hobby for refueling on May 20, 2015. 

The rule requires airlines to allow passengers to disembark after a three-hour tarmac delay.  

The O’Hare delays occurred during a severe winter weather event, but the department ruled that they were caused by United’s gate mismanagement. In the Houston event, the flight was diverted due to a severe thunderstorm, but the department “found no evidence” that United attempted to deplane passengers before the tarmac delay reached the three-hour point. 

United will put $375,000 of the fine toward the cost of acquiring an automated visual docking and guidance system that will allow aircraft to be parked in all-weather conditions and during irregular operations without marshallers. 

Pic: Alan Wilson