JetBlue Fined for Disability and Code-Share Rule Breaches

Author: U.S. Department of Transportation
Published: 2010/12/14 - Updated: 2026/05/18
Publication Type: Announcement

Contents: Synopsis - Definition - Introduction - Main - Insights, Updates - Related Publications

Synopsis: This report details a U.S. Department of Transportation enforcement action that assessed a 600,000 dollar civil penalty against JetBlue Airways for violations of rules protecting air travelers with disabilities and for failing to disclose code-share arrangements with Cape Air. It explains that DOT's Aviation Enforcement Office, after reviewing complaints filed with the carrier and the agency, found shortcomings in enplaning and deplaning assistance, inadequate written responses to disability-related complaints, and improper categorization of those complaints in mandatory annual reports. Of the total penalty, up to 250,000 dollars was earmarked for service improvements beyond legal requirements, including a disability customer care center, a compliance task force, and website upgrades for travelers with disabilities. The information is useful for passengers with disabilities, seniors, advocates, and travel professionals who want a clearer record of how the Air Carrier Access Act is enforced and what airline obligations look like in practice.

Topic Definition: Disability and Code-Share Disclosure Rules

Disability and code-share disclosure rules in commercial aviation are the federal requirements, administered by the U.S. Department of Transportation, that obligate airlines to provide qualified assistance to passengers with disabilities and to inform consumers when a ticketed flight is actually operated by a different carrier under a code-sharing arrangement. The disability provisions stem from the Air Carrier Access Act and cover boarding and deplaning aid, the use of wheelchairs, ramps, and mechanical lifts, timely written responses to passenger complaints, and the submission of annual disability-complaint reports, while the code-share rules require airlines to disclose the corporate name of the transporting carrier and any other name under which the flight is sold before a consumer books travel.

Introduction

JetBlue Fined for Violating Disability Code-Share Disclosure Rules

The U.S. Department of Transportation (DOT) assessed a civil penalty against JetBlue Airways for violating rules protecting air travelers with disabilities and for failing to disclose when flights sold by the carrier were being operated under a code-sharing arrangement.

The carrier was assessed a civil penalty of $600,000, of which $350,000 must be paid by the carrier and up to $250,000 may be used to improve its service to disabled passengers beyond what is required by law.

"We expect airlines to treat their passengers fairly, and we will not hesitate to take enforcement action when carriers fail to respect their rights," said U.S. Transportation Secretary Ray LaHood.

Main Content

DOT's rules implementing the Air Carrier Access Act require airlines to provide assistance to passengers with disabilities in boarding and deplaning aircraft, including the use of wheelchairs, ramps, mechanical lifts or service personnel where needed.

Carriers also must respond within 30 days to written complaints about their treatment of disabled passengers and specifically address the issues raised in each complaint. In addition, airlines must also submit annual reports to the Department on disability-related complaints from passengers, noting for each complaint the type of disability and the nature of the complaint.

Following a visit to JetBlue's headquarters in March, DOT's Aviation Enforcement Office reviewed complaints about the treatment of passengers with disabilities filed with the carrier and with DOT. The complaints revealed a number of violations of the requirement to provide enplaning and deplaning assistance.

In addition, the Enforcement Office found that the carrier frequently did not provide an adequate written response to complaints from disabled passengers and that it failed to properly categorize disability complaints in reports filed with the Department.

The Enforcement Office made a number of telephone calls to JetBlue's reservation line and found that the carrier's agents failed to disclose that flights sold by the carrier were being operated by Cape Air, a JetBlue code-share affiliate. DOT rules require airlines to disclose to consumers, before they book a flight, if the flight is operated under a code-sharing arrangement under which a carrier will sell tickets on flights that use its designator code but are operated by a different airline. The disclosure must include the corporate name of the transporting carrier and any other name under which the flight is offered to the public.

Of the $600,000 penalty, up to $250,000 may be used to establish a task force to audit the carrier's handling of passengers with disabilities, to create a disability customer care center that will reach out to disabled passengers prior to travel and serve as an information resource for them, and to enhance the carrier's website to improve its information for travelers with disabilities. The actual cost of these improvements is substantially greater than $250,000.

Insights, Analysis, and Developments

Attribution/Source(s): This quality-reviewed publication was selected for publishing by the editors of Disabled World (DW) due to its relevance to the disability community. Originally authored by U.S. Department of Transportation and published on 2010/12/14, this content may have been edited for style, clarity, or brevity.