Staff caught throwing wheelchairs to the ground, American Airlines says 'deeply concerning'

American Airlines is under scrutiny after a distressing video went viral on social media, revealing the mishandling of a passenger's wheelchair by baggage handlers.

What

• The widely circulated video, initially shared on TikTok, displays an American Airlines employee mishandling a passenger's wheelchair while unloading it from a plane.
• The footage shows the employee tossing the wheelchair down a ramp, causing it to flip and roll down a jet chute before being caught by another employee wearing an American Airlines vest.
• Recorded on November 18 and reportedly taking place at Miami International Airport, the incident has garnered millions of views, provoking outrage among viewers.

American Airlines' response

• In response to the public outcry, American Airlines is conducting a thorough review of the incident.
• An American Airlines spokesperson, in a statement to HuffPost on Tuesday, acknowledged the deeply concerning nature of the video and pledged efforts to improve the handling of assistive devices across their network.
• The airline reiterated its commitment to supporting customers with disabilities, ensuring the proper care of mobility devices throughout their journey.
• Transportation Secretary Pete Buttigieg deemed the incident "unacceptable" and announced that the Department of Transportation would launch an investigation into the matter.

Similar incidents and concerns

• Previous instances of mishandling at airports have garnered attention, including a recent warning issued by the CEO of a leading national ground services provider in Australia to baggage handlers following the emergence of footage online.
• At Melbourne Airport, baggage handlers faced suspension for mishandling luggage on a conveyor belt in a video from last year, exhibiting behaviors such as throwing, kicking, and forcibly placing passengers' belongings.

Organisations like Paralyzed Veterans of America highlight concerning statistics, reporting that airline staff, on average, damage, delay, or lose over 31 wheelchairs daily, underscoring the pressing need for improved training and awareness among airline staff in handling passengers' belongings.