Later that night, Grove posted a follow-up video. She stated American Airlines’ particular providers division provided $75 every to her, her husband, and her daughter as compensation. “I said that was unacceptable and that I would love to speak with a manager,” Grove acknowledged.

By June 30, Grove acquired a second response. This time, American Airlines refunded her daughter’s ticket and provided bonus miles. Grove famous she deliberate to talk immediately with a consultant to share the total story, hoping to stop future incidents.

@susangrove American Airlines First Reseponse 👎. I forgot to share that she did say they have been launching an investigation about aisle chairs. I’ll hold you all posted! Thank you once more! #americanairlines #specialneeds #spreadtheword #journey ♬ unique sound – Susan Grove

Reactions to American Airlines not offering a wheelchair

Many TikTok customers expressed anger and frustration within the video’s remark part. “Unacceptable 😡 No child should have to go through this😡,” one commenter wrote. Another, who recognized as a flight attendant, added, “I’ve never had a situation like this. It makes me think they just didn’t want to wait for the aisle chair and preferred to force her to drag herself down the aisle.”

Others shared related tales, suggesting this wasn’t an remoted case. One individual recalled being advised to “scoot to the bathroom” as a result of the aisle chair was lacking.

Some even referred to as for authorized motion. “File a lawsuit against that airline! That goes against the ADA in more ways than one,” one consumer urged.

“How can people be blaming the parents? It’s the d*mn airline’s fault for not bringing the chair!” one TikToker commented.

American Airlines’ historical past with incapacity complaints

This isn’t the primary time American Airlines has confronted criticism for its remedy of disabled passengers. According to Forbes, in October 2024, the Department of Transportation fined the airline $50 million, the most important ever penalty of its variety. The nice stemmed from complaints made between 2019 and 2023. They revealed “cases of unsafe physical assistance that at times resulted in injuries and undignified treatment of wheelchair users, in addition to repeated failures to provide prompt wheelchair assistance.”

At the time, American Airlines stated it might “continue the airline’s significant actions to improve the travel experience for customers traveling with wheelchairs and mobility devices.”

Susan Grove and American Airlines didn’t reply instantly to the Daily Dot’s request for remark through TikTok remark and e mail, respectively.

The web is chaotic—however we’ll break it down for you in a single day by day e mail. Sign up for the Daily Dot’s web_crawlr publication right here to get the very best (and worst) of the web straight into your inbox.