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Disabled passenger sues for $216K after failed online check-in.
- Lawsuit cites Montreal Convention over airline’s legal duties.
- Tech failure denied support, causing pain and distress.
A disabled woman is suing American Airlines after a check-in glitch blocked her from accessing the support she urgently needed.
Eko Hot Blog reports that Kelsey Brickl, a passenger from Illinois, filed a $216,000 lawsuit against the airline, accusing it of violating her rights and causing physical and emotional harm. The issue unfolded in February 2024, when Brickl flew from Paris to Chicago.
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She had requested wheelchair assistance in advance, but when the airline’s system failed to let her check in online, the support never arrived.
Brickl says the glitch left her stranded in the airport without help, forcing her to stand for long periods despite her medical condition. She claims the incident left her in severe pain and deeply embarrassed. Her legal team argues that American Airlines failed to meet its duty under the Montreal Convention, which holds international airlines responsible for injuries and disruptions.
By filing this lawsuit, Brickl wants the court to hold the airline accountable for its negligence. She is demanding $216,000 in damages for the distress and suffering she endured. The case draws attention to how technology while meant to improve travel can worsen the experience for people with disabilities when it doesn’t work properly.
The lawsuit also points to a larger problem. Many airlines are pushing passengers toward digital self-service, but not all platforms are designed with accessibility in mind. Brickl’s experience shows how system errors can cause more than inconvenience they can cause real harm.
Disability rights groups have raised similar concerns for years, saying that airlines often overlook the needs of travelers with mobility challenges. This case could increase pressure on the industry to prioritize inclusive design and ensure digital tools serve everyone equally.
American Airlines has not released a public statement on the case. If the court rules in Brickl’s favor, it could set a legal precedent that pushes airlines to strengthen accessibility in both physical and digital services..
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