A routine attempt to check in for a flight from Paris to Chicago turned into a legal showdown this week, highlighting persistent accessibility gaps in international air travel and reminding globetrotters with disabilities of the protections they are owed on every leg of the journey.
Online check-in glitch in Paris sets the stage
On June 12, Illinois resident Kelsey Brickl—who relies on a powered wheelchair because of severe cardiac and neuromuscular impairments—opened the American Airlines app to secure boarding passes for herself, her husband, and their son. The family was scheduled to fly from Paris Charles de Gaulle Airport to Chicago O’Hare International Airport on an American Airlines service. According to the complaint filed in U.S. District Court in Chicago, the app produced mismatched honorifics for each traveler and blocked further progress. Brickl contacted American’s customer-service line, but the lawsuit states representatives told her “online check-in is not always available when departing certain overseas points” and advised the family to complete formalities at the airport. Instead of a quick digital confirmation, the unexpected hiccup forced Brickl to arrive early, juggle paperwork on site, and rearrange a slate of medical routines she follows to manage her condition. She argues that the extra hurdles and last-minute uncertainty added a “physical and psychological burden” that a nondisabled traveler would not face.
Boarding in Paris, stranded in Chicago
The real trouble started after the nine-hour trans-Atlantic flight touched down at O’Hare. Rather than delivering Brickl’s powered wheelchair to the aircraft door—as required by U.S. law for mobility devices—the ground team routed the chair directly to baggage claim. Brickl refused to deplane, insisting on her federally protected right to receive the chair curbside. More than an hour ticked by before staff retrieved the heavy device and brought it to the jet bridge. During that wait, Brickl says she was forced to “educate” cabin and ground crews about Department of Transportation rules. American Airlines later offered her a $75 future-travel voucher—an amount she called “grossly inadequate and insulting,” Brickl told trade site Paddle Your Own Kanoo.
The legal claim: up to $216,000
Earlier this week, Brickl sued American Airlines for as much as $216,000, a figure that mirrors the 151,880 Special Drawing Rights limit (about $219,000) spelled out in the Montreal Convention. The multilateral treaty, which took effect in 2003 and now counts 141 signatory parties, makes airlines automatically liable for proven damages stemming from bodily injury during an international journey—unless the carrier can demonstrate it was not negligent. Brickl’s filing argues the airline’s online system created cascading harms that culminated in “cardiovascular instability and severe medical decompensation” once she was forced to wait on board without her chair. By labeling the sequence an “accident” under Article 17 of the Montreal Convention, her attorneys say they only need to demonstrate the injury occurred on the aircraft or while embarking/disembarking, not prove fault. American Airlines has not detailed its defense in open court, but an earlier response to Brickl’s complaint lodged with the U.S. Department of Transportation acknowledged that heavy wheelchairs “unfortunately” are sometimes diverted to baggage claim—a practice disability advocates point out violates federal regulations.
Why the case resonates with travelers
For the roughly 5.5 million Americans who use mobility devices, air travel can resemble a game of chance. Data from the DOT shows U.S. carriers mishandled 11,527 wheelchairs and scooters in 2023 alone. Each misstep poses more than an inconvenience: equipment costs often exceed airline payout caps, and passengers left without their chairs can face medical flare-ups or dangerous transfers. Brickl’s lawsuit spotlights a lesser-known risk point—digital check-in—at a time when airlines encourage customers to bypass airport counters. If her claim succeeds, carriers may need to audit their apps and websites to ensure accessibility features equal those offered at staffed desks.
Key takeaways from the Montreal Convention
- Automatic liability: For international itineraries, airlines are on the hook for proven damages up to 151,880 SDR—roughly $219,000 at current rates—without passengers having to show negligence.
- Higher claims: Above that ceiling, the carrier must prove it took “all necessary measures” to avoid the harm.
- Mobility devices count: The same limit applies to lost or damaged wheelchairs, but actual replacement costs often surpass the cap. Travelers may wish to carry supplemental insurance.
- Two-year window: Claims generally must be filed within 2 years of the incident.
Tips for travelers with mobility devices
- Request aircraft-door delivery of wheelchairs in writing during booking and again at the gate.
- Photograph your device and keep receipts; they serve as evidence in case of damage.
- Know the airline’s complaint-resolution officer (CRO) procedure—federal law requires a CRO onsite or by phone at all U.S. airports.
- Print or save digital copies of DOT regulations (14 CFR Part 382) to reference if staff dispute your rights.
- Consider direct flights, which reduce handling and transfer risks.
- If traveling internationally, familiarize yourself with the Montreal Convention’s compensation framework and deadlines.
Frequently asked questions
Does the Montreal Convention protect domestic U.S. flights?
No. For itineraries entirely within the United States, the treaty does not apply. However, DOT rules still require prompt wheelchair return and full repair or replacement if the equipment is damaged.
What if my airline only offers a travel voucher?
You are not obliged to accept vouchers in place of cash when seeking reimbursement for wheelchair damage or delay. Request payment that covers the actual repair or replacement costs.
How soon should I file a complaint?
Report the incident to the airline before leaving the airport. For international journeys, written claims must usually be submitted within 7 days for baggage damage and within 21 days for delay, though injury claims may be filed within 2 years.
What’s next in the courtroom
The Chicago court will first decide whether Brickl’s experience meets the Montreal Convention’s definition of an “accident.” If the answer is yes, the focus shifts to medical evidence that quantifies her injuries. A ruling in her favor could set a precedent on how digital check-in barriers are weighed in future disability cases. In the meantime, disability-rights advocates say travelers should remain vigilant. “Agents were unable to help,” the lawsuit alleges, underscoring that accessible technology and trained staff must work in tandem, especially thousands of miles from home. Whether you use a mobility device or not, the case serves as a reminder: the conveniences of modern air travel mean little if equity does not arrive at the gate alongside every passenger.
