A woman from Illinois has the airline American Airlines sued for up to $216.000. Kelsey Brickl, who suffers from severe cardiac and neuromuscular impairments and requires a special electric wheelchair, accuses the airline of making her journey unnecessarily difficult.
The incident, which occurred on a flight from Paris to Chicago, involved problems with the online check-in system and the improper handling of her wheelchair upon arrival. The lawsuit, filed in Chicago District Court, argues that American Airlines is legally obligated to provide accessible services. This case again highlights the often inadequate treatment of travelers with disabilities and the need for airlines to review their procedures.
The odyssey of a journey: From check-in to arrival
Kelsey Brickl's complaint describes an incident that began on June 12, 2025, when she attempted to book online for a flight from Paris Charles de Gaulle Chicago O'Hare International Airport She was traveling with her husband and son, who has autism. However, American Airlines' online check-in system displayed incorrect titles for the passengers, resulting in the family being unable to check in online and being forced to do so at the airport.
The difficulties began when attempting to resolve the issue by phone with customer service. According to the lawsuit, American Airlines employees were unable to resolve the problem and claimed that online check-in was not always available when traveling from abroad. This caused Brickl and her family significant "physical and psychological stress and fatigue" and disrupted their medical routines. For people with health conditions, such delays can have serious consequences.
The difficulties didn't end with check-in. Upon arrival in Chicago, Brickl's electric wheelchair, essential for her mobility, was not brought directly to the aircraft door as required, but instead sent to the regular baggage carousel. Despite her pleas not to leave the plane, Brickl invoked her legally protected rights. She was forced to remain on the plane for over an hour while the crew retrieved her wheelchair from the baggage carousel. During this time, according to the lawsuit, she was required to "advise the cabin crew of her rights and their responsibilities." This experience caused her physical and emotional distress, resulting in "cardiovascular instability and severe medical decompensation."
As compensation, American Airlines offered Brickl a $75 travel voucher. Brickl found this offer "grossly inadequate and offensive" and filed an official complaint with the U.S. Department of Transportation (DOT).
Legal basis and the Montreal Convention
Kelsey Brickl's lawsuit invokes legal provisions that protect passengers with disabilities. An internal American Airlines defense statement submitted as part of the lawsuit reportedly states that it is "unfortunately common practice" to redirect heavier wheelchairs to the baggage claim. This statement itself could be a violation of the Air Carrier Access Act (ACAA) which prohibits discrimination against people with disabilities in aviation.
In addition to national laws, the Montreal Convention a crucial role in this case.
- This multilateral agreement, signed in 1999 by the member states of the International Civil Aviation Organization (ICAO) was adopted, regulates the liability of airlines in international air transport.
- The agreement provides for a liability of up to 151.880 special drawing rights, equivalent to approximately $219.000.
- For damages exceeding this amount, an airline can only be exonerated if it proves that the damage was not caused by negligence.
- The liability limits for delayed or damaged baggage also apply to mobility aids. However, the value of such specialized equipment often exceeds the compensation limit. The loss or damage of these aids often has significant psychological consequences for those affected.
Kelsey Brickl's case could therefore not only require financial compensation, but also trigger a fundamental debate about compliance with the law and the moral responsibility of airlines.
A broader problem: The abuses at American Airlines and in the industry
The Brickl case is no exception. American Airlines has been criticized several times in the past. In late 2024, the U.S. Department of Transportation (DOT) imposed a record fine of $50 million on the airline.
- The reason for the penalty was “numerous serious violations” of the laws protecting passengers with reduced mobility between 2019 and 2023.
- The investigation uncovered cases of unsafe physical support and degrading treatment of wheelchair users.
- This has forced American Airlines to revise its procedures and implement stricter internal policies.
Nevertheless, it appears that deficiencies in the system remain. The airline industry as a whole faces the challenge of improving its processes and staff training. The lack of accessible online systems and the improper handling of mobility aids are systemic problems that are not unique to American Airlines. The goal of lawsuits like Kelsey Brickl's is often not only to obtain financial compensation but also to influence behavioral change among airlines. They hope to force the industry to fulfill its legal and moral obligations to all passengers and to make travel safer, more dignified, and more accessible for people with disabilities.