Summary

  • US DOT data shows a 26% rise in passenger discrimination complaints in 2023.
  • Some US-based carriers, including American Airlines and Southwest Airlines, faced scrutiny over certain incidents.
  • Airlines commit to improving the culture and handling of situations involving passenger accessibility.

The United States Department of Transportation (DOT) has published data regarding consumer submissions, including complaints, inquiries, and opinions related to air travel for the entire calendar year 2023. This submission found that passenger discrimination cases rose by 26% year-on-year.

The US DOT data indicates a rise in complaints related to discrimination. In 2023, the Department of Transportation received 223 discrimination-related complaints, compared to 176 in 2022.

American Airlines and Southwest Airlines Boeing 737 aircraft at FLL shutterstock_1824287981

Photo: HMBSoFL Photography | Shutterstock

This increase can be partly attributed to the record-high number of air travel submissions in 2023, second only to 2020. In 2023, the DOT received 96,853 submissions, compared to 86,240 in calendar year 2022. Additionally, several high-profile discrimination cases on US aircraft have made headlines this year.

Indeed, accusations of discrimination onboard aircraft have received significant attention. Incidents involving legacy carriers like American Airlines and Southwest Airlines have faced particular criticism.

American Airlines incident highlighting racial discrimination

In 2024, eight black men were removed from an American Airlines flight following a complaint about their body odor. Three of these men have filed a discrimination lawsuit against the airline. Meanwhile, the NAACP has threatened to reinstate a travel advisory cautioning Black Americans against flying with American Airlines.

In response to this incident, American Airlines CEO Robert Isom addressed the “unacceptable” situation earlier this year. He sent a memo to employees, expressing his disappointment over “the breakdown of our procedures” and committing to changing the culture at American Airlines.

American Airlines 787 flying

Photo: Vincenzo Pace | Simple Flying

Referring to the January incident, which became public in May 2024 after some of the men filed a lawsuit against the airline, the memo stated,

“It contradicts our values, what we stand for, who we are, and our purpose of caring for people on life’s journey. We fell short of our commitments, and we failed our customers in this incident.”

Related

American Airlines CEO: Removing Men From Flight For ‘Body Odor’ Was Breakdown In Procedure

The airline is set to make significant changes to its DEI approach.

The Fort Worth, Texas-based airline is, unfortunately, no stranger to accusations of discrimination. Last year, the carrier was criticized after forcing track star Sha’Carri Richardson off a flight after an argument with a flight attendant.

Other cases

The Ability360 wheelchair basketball team encountered an issue while traveling with Southwest Airlines from Phoenix, Arizona, to Richmond, Virginia, for the national championships on Friday. Ability360, a non-profit organization, is crucial in helping disabled Americans reintegrate into society.

Southwest Airlines was accused of damaging the team’s wheelchairs before the tournament. Disability rights advocates are urging safe and respectful assistance for disabled passengers during air travel. Southwest Airlines has pledged to improve its handling of such situations in the future.

The US Department of Transportation recently proposed an extensive set of rules to improve the experience of travelers with mobility limitations.

Related

Southwest Airlines Accused Of Damaging Wheelchair Basketball Team’s Chairs Before Tournament

The carrier has since made sure disabled customers have a better experience in the future.

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