US Airways got in big trouble from the TSA for not catering to the handicapped.The Transportation Department slapped the airline with a $1.2 million fine on Monday for not providing wheelchair assistance to passengers in Philadelphia and Charlotte.
"All air travelers should be treated fairly when they fly, regardless of any disabilities they may have," Transportation Secretary Anthony Foxx said according to USA Today.
The TSA also announced that airlines must have easier stowage of wheelchairs in new planes and airport kiosks and airline websites should be more accessible.
US Airways takes reponsibility for the fine and said it has made singificant changed since the complaints. Spokesman Todd Lehmacher said the airline is spending more than what it required to ensure that its service is safe, reliable and convenient.
"We are investing $2 million per year in continuous enhancements to our technology, staffing and training," Lehmacher said. "This will build on the success of our recent improvements and ensure that our customers with disabilities have a positive travel experience on our airline."
Airlines are required to provide free, quick wheelchair assistance to those with disabilities between gates and when making connections. Yet US Airways received 300 complaints from passengers at Philadelphia and Charlotte airports in 2011 and 2012 after they claimed that they were left unattended for long periods of time at the airports and even missed connecting flights due to the lack of help.
Transportation officials found that the airline's electric carts and wheelchairs required passengers to make frequent transfers and caused long delays. In some cases, passengers were left alone in a plane for more than 15 minutes after other passengers had left. Some said they were left alone for 30 minutes inside the terminal and others said they were brought to the wrong gates.
The airline will have to pay the government $700,000. It is required to use $280,000 to improve its service by hiring managers to ensure services for passengers with disabilities, $80,000 to create a telephone line to assist passengers, $75,000 to buy tablets to monitor requests, $35,000 to compensate passengers and $30,000 to program computers so boarding passes will designate passengers who need assistance.
The TSA also requires automated airport kiosks to be accessible to the disabled within two years and airline websites within three years. Since travelers tend to get the best airfares on websites, they are required to be accessible to those with visual, auditory, tactile, and cognitive disabilities.
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