USDOT: Passenger Discrimination Complaints Rise 26% Year-On-Year

The United States Department of Transportation (DOT) recently published its annual report on consumer submissions, revealing a significant rise in passenger discrimination complaints. The report indicated a 26% increase in discrimination-related complaints in 2023 compared to the previous year.

223 Discrimination-Related Complaints

In 2023, the DOT received 223 complaints related to discrimination, up from 176 in 2022. This increase coincides with a record number of air travel submissions, totaling 96,853, second only to the peak year of 2020. Several high-profile discrimination cases involving major airlines have contributed to this rise.

American Airlines Incident Highlighting Racial Discrimination

A notable incident involved eight black men who were removed from an American Airlines flight after a complaint about their body odor. Three of these men have since filed a discrimination lawsuit against the airline. The NAACP has even threatened to reinstate a travel advisory warning Black Americans about flying with American Airlines.

In response, American Airlines CEO Robert Isom addressed the issue, acknowledging the incident as "unacceptable." He sent a memo to employees expressing disappointment over procedural failures and committing to cultural changes within the airline. The memo emphasized that the incident contradicted the airline's values and purpose of caring for people on life's journey.

Other Cases

The Ability360 wheelchair basketball team faced issues while traveling with Southwest Airlines from Phoenix, Arizona, to Richmond, Virginia, for the national championships. The team accused the airline of damaging their wheelchairs, prompting disability rights advocates to call for better assistance for disabled passengers. Southwest Airlines has pledged to improve its handling of such situations.

Proposed DOT Rules for Travelers with Mobility Limitations

In response to growing concerns, the DOT has proposed an extensive set of rules aimed at improving the travel experience for passengers with mobility limitations. These rules seek to ensure safe and respectful assistance for disabled travelers during air travel.

In Conclusion

The rise in discrimination complaints underscores the need for airlines to address and rectify these issues proactively. The aviation industry must work towards creating a more inclusive and respectful environment for all passengers, ensuring that incidents of discrimination are effectively prevented and managed.