American Airlines denied a woman with Down syndrome a boarding pass on July 23, stating she would require a safety assistant to fly, a decision the airline maintains was in accordance with its procedures. Jennifer Jaspers, 52, was attempting to travel alone from Omaha, Nebraska, to North Carolina for her birthday to visit family.
According to reports, Jaspers was asked at the check-in counter whether she could get herself out of a building by herself, to which she responded, "I don't know." American Airlines interpreted this response as an inability to follow safety instructions, necessitating a safety assistant.
Jaspers' mother, Cindy Garrett, explained that her daughter was taken aback by the question and did not know how to answer. Garrett stated that Jaspers has traveled alone dozens of times before without issue and that the family previously arranged for assistance to navigate between gates during layovers. She added that Jaspers possesses a phone and knows how to use it.
American Airlines confirmed that passengers who cannot follow safety instructions are required to travel with a safety assistant. The airline stated that this option was offered to Jaspers at no cost. Her ticket was subsequently refunded.
"Upon review, our team followed established procedures to determine that a safety assistant would be required to travel with the customer — and that option was offered at no cost," American Airlines said in a statement.
Garrett expressed that if the airline mandates a second person for travel, it should bear at least half the cost. Jaspers' father has since arranged a round-trip flight, planning to travel with her as her assistant. This new arrangement has incurred costs of approximately $1,800, and the family intends to inquire if the airline's offer for a complimentary assistant still stands.
The Air Carrier Access Act prohibits airlines from refusing transportation based on disability and generally prevents them from requiring a person with a disability to travel with an assistant. However, the law allows for exceptions in limited circumstances where an airline can mandate a safety assistant. The act also stipulates that if there is a disagreement over the need for an assistant, the airline can require one but cannot charge for the assistant's transportation.