FORT WORTH- A woman is suing American Airlines (AA) for $216,000 after an alleged online check-in failure before her international flight from Paris (CDG) to Chicago (ORD). The case raises questions about disability rights under the Montreal Convention.
The plaintiff, Illinois resident Kelsey Brickl, claims the malfunction created barriers for passengers with disabilities and caused significant emotional and physical harm. The lawsuit argues that accessible online check-in is not a convenience but a federally protected right for travelers with special needs.
Photo: Anna Zvereva | FlickrAmerican Airlines $216K Disability Rights
According to the complaint filed in a Chicago district court, the incident occurred on June 12, when Brickl attempted to check in online for her flight with her husband and autistic son.
The system allegedly displayed incorrect passenger titles, which triggered a lockout, forcing the family to complete check-in at the airport.
Brickl, who has severe mobility, cardiac, and neuromuscular impairments and uses a custom powered wheelchair, says this disruption increased her fatigue, disrupted medical routines, and jeopardized pre-arranged disability accommodations.
Despite contacting customer service, she was told that online check-in sometimes fails for international flights, and no immediate fix was offered.
The lawsuit claims the airline’s administrative and technical failures amount to an “accident” under the Montreal Convention, making the carrier liable for resulting injury.
Reported by PYOK, the filing emphasizes that online check-in is critical for passengers requiring medical and disability related travel planning.
Photo: Cado PhotoEvents After Landing in Chicago
Upon arrival at Chicago O’Hare, Brickl discovered her wheelchair had been sent directly to baggage claim instead of being delivered to the aircraft door, as federal regulations require for mobility devices. She refused to leave the plane until it was brought to her, citing her legal rights.
During this time, she reportedly experienced emotional distress and cardiovascular instability.
The complaint notes that she suffered “physical pain, humiliation, emotional trauma, and documented medical decompensation” in the following weeks.
Photo: Cado PhotoPassenger Rights
The Montreal Convention, recognized in many countries, allows passengers to claim compensation for injuries or baggage issues occurring during international flights.
Under Article 17, airlines can be held liable for accidents during boarding, flight, or deplaning.
The current maximum compensation is 151,880 Special Drawing Rights (SDR), equivalent to about $219,033 USD.
While most airlines prefer to settle such claims before court hearings, the scope of qualifying injuries remains a contested legal area.
Photo: Alan Wilson | FlickrPast Disability Violations
In October 2024, the DOT imposed a $50 million penalty, the largest ever for disability violations, against the airline for mishandling wheelchairs and failing to provide prompt assistance between 2019 and 2023.
Incidents included damaged wheelchairs and unsafe physical assistance, prompting investigations spurred by complaints from groups like Paralyzed Veterans of America.
Despite American Airlines’ (AA) investments in wheelchair tagging systems and compensation, advocates argue these measures remain insufficient.
Photo : WikiCommonsLegal and Industry Implications
Airlines often settle Montreal Convention claims to avoid court, resulting in limited case law on what constitutes a compensable injury.
Brickl’s case could set a precedent for defining technological failures, like inaccessible online check-in, as violations under federal disability laws and the Montreal Convention.
While some view the lawsuit as ambitious, it underscores the broader issue of inconsistent airline compliance with disability regulations, as evidenced by ongoing DOT investigations into other carriers.
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