American Airlines denied a boarding pass to a 52-year-old woman with Down syndrome on July 23 as she attempted to fly solo from Omaha, Nebraska, to North Carolina to visit family. The airline maintained that its staff followed established procedures, requiring a safety assistant for passengers who cannot adhere to safety instructions.
Jennifer Jaspers was at Eppley Airfield in Omaha when she was asked by check-in staff whether she could get herself out of a building unassisted. According to her mother, Cindy Garrett, Jaspers responded, “I don’t know,” a response that led American Airlines to determine she needed a safety assistant to board the flight. Jaspers, who has traveled alone numerous times before, became distressed and began to cry after being denied her boarding pass.
Garrett explained that the question caught Jaspers off guard and that her daughter typically travels with assistance during transfers between flights. She stated that her daughter has a phone and knows how to use it, and that there had never been an issue with her solo travel in the past. Garrett added that a supervisor became involved before the boarding pass was ultimately refused.
In a statement, American Airlines said that passengers unable to follow safety instructions are required to travel with a safety assistant. The airline indicated that this option was offered to Jaspers free of charge, but she declined it. Her ticket was subsequently refunded.
The Air Carrier Access Act prohibits airlines from denying transportation based on disability and generally does not permit them to mandate a travel companion. However, the act does include exceptions for situations where an airline can require a safety assistant if a passenger cannot meet safety requirements. If an airline requires an assistant, it cannot charge the passenger for the assistant's transportation.
Jaspers still plans to travel to North Carolina. Her father has arranged to fly to Omaha to accompany her, a trip that has incurred significant costs. Garrett indicated that the family intended to inquire if American Airlines would still cover the cost of a safety assistant, given the airline's requirement.