JetBlue Breaks Disability Rules

Reprinted from PN March 2011

DOT hit JetBlue with a $600,000 fine.

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In December 2010, the U.S. Department of Transportation (DOT) penalized JetBlue Airways $600,000 for violating Air Carrier Access Act (ACAA) regulations protecting air travelers with disabilities. DOT requires airlines to assist passengers with disabilities in boarding and deplaning aircraft, including the use of wheelchairs, ramps, mechanical lifts, or service personnel where needed. 

DOT’s investigation showed a significant number of apparent ACAA violations. “Egregious” violations included leaving an individual unattended on a plane or Jetway, leaving disabled passengers at the wrong gate for transfer, and “other instances where passengers were subjected to significant delay, harm, or inconvenience because of inadequate assistance.” DOT also cited JetBlue for inadequate written responses to passenger complaints and inadequate reporting of disability-related complaints.

DOT will forgive portions of the $600,000 penalty if JetBlue establishes an Interdepartmental Disability Task Force and a Disability Customer Care Center, as well as makes its website information easily accessible for use by passengers with disabilities.

The consent order is at


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JetBlue Breaks Disability Rules


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