American Airlines Passenger Forced to Crawl Off Flight Over Oversight

Key Takeaways

• On June 28, 2025, Susan Grove’s daughter crawled airplane aisle after American Airlines failed to provide an aisle chair.
• The viral TikTok video gained over 17.8 million views and pressured American Airlines, which refunded the ticket and offered bonus miles.
• Under the Air Carrier Access Act, airlines must provide aisle chairs; advocacy groups demand stricter enforcement after this incident.

On June 28, 2025, Susan Grove’s teenage daughter, who has special needs, was forced to crawl down the aisle of an American Airlines plane after the airline failed to provide an aisle chair. The family had just completed a seven-hour flight, capping off four exhausting days of travel. The incident, captured on video and posted by Susan Grove on TikTok, quickly went viral, drawing over 17.8 million views and 1.2 million likes within days. The video shows the teenager, clearly tired and frustrated, making her way down the narrow aisle on her hands and knees while other passengers look on. This event has sparked widespread outrage and renewed calls for stronger enforcement of disability rights in air travel.

What Happened on the Flight

Susan Grove and her family had notified American Airlines in advance about her daughter’s mobility needs. After landing, they waited over an hour for an aisle chair—a special wheelchair designed to fit airplane aisles and help passengers with mobility impairments board and leave the plane. When the chair never arrived, Grove’s daughter, weighing 150 pounds and exhausted from travel, had no choice but to crawl to the front of the plane. Carrying her was not possible due to the cramped space and her fatigue.

Susan Grove explained, “I couldn’t carry her. She was tired, and the aisle is too narrow. We waited and waited, but no one came with the aisle chair.” She decided to film the incident, not only to document what happened but to push for change so that other families would not face the same humiliation and hardship.

American Airlines’ Response and Public Reaction

American Airlines initially offered $75 in compensation to each family member—a gesture Susan Grove rejected as inadequate. After Grove’s public rejection and the growing backlash online, the airline refunded her daughter’s ticket and offered bonus miles. Grove stated she would speak directly with an American Airlines representative to discuss the incident and push for systemic improvements.

In a public statement, American Airlines said they are “continuing significant actions to improve the travel experience for customers traveling with wheelchairs and mobility devices.” However, many found this response generic and insufficient. The airline also launched an internal investigation into the incident after Grove’s complaint and the viral attention.

The public reaction was swift and strong. Social media users expressed anger and disappointment at American Airlines, with many calling for stricter enforcement of disability rights in air travel. Some questioned why Susan Grove filmed the incident instead of helping her daughter. Grove responded that she was unable to physically assist her daughter and wanted to document the event to prevent it from happening to others.

Background: Disability Rights and Airline Responsibilities

This is not the first time American Airlines has faced criticism or legal action over disability accommodations. The airline has previously been sued for failing to provide adequate support for passengers with mobility impairments. Under the Air Carrier Access Act (ACAA), airlines in the United States 🇺🇸 must provide prompt and adequate assistance to passengers with disabilities, including aisle chairs for boarding and deplaning. The U.S. Department of Transportation (DOT) enforces these rules and can investigate complaints.

According to the DOT, airlines must:

• Provide aisle chairs for passengers who need them to board or leave the plane
• Offer prompt and respectful assistance to passengers with disabilities
• Train staff to handle mobility devices and assist passengers properly

Despite these rules, incidents like the one involving Susan Grove’s daughter continue to occur. Disability advocacy groups argue that airlines often fail to meet their legal obligations, leaving passengers stranded, embarrassed, or even at risk of injury.

Why This Incident Matters

The video of Susan Grove’s daughter crawling down the aisle struck a nerve with many viewers. It highlighted the real-life impact of airline failures on people with disabilities and their families. For many, it was a stark reminder that air travel can still be inaccessible and even humiliating for those who rely on mobility aids.

As reported by VisaVerge.com, the incident has intensified scrutiny of airline disability policies and may lead to further regulatory action or industry-wide changes. Disability rights organizations are expected to use this case to advocate for more stringent oversight and accountability in the airline industry.

Implications for Passengers with Disabilities

This event has several important implications for travelers with disabilities:

• Advance Notification: Passengers should notify airlines of their mobility needs well before travel. This includes requesting aisle chairs and confirming their availability.
• Documentation: If an airline fails to provide required assistance, passengers should document the incident with photos or videos and keep records of all communication.
• Filing Complaints: Passengers can file formal complaints with the airline and report the incident to the U.S. Department of Transportation’s Aviation Consumer Protection Division. The DOT investigates such complaints and can take enforcement action if airlines violate the law.
• Know Your Rights: The Air Carrier Access Act protects the rights of passengers with disabilities. Airlines must provide reasonable accommodations and cannot discriminate based on disability.

For more information about filing a complaint or learning about your rights, visit the U.S. Department of Transportation’s Aviation Consumer Protection Division.

How Airlines Can Improve

The incident involving Susan Grove’s daughter shows that airlines need to do more to support passengers with disabilities. Some steps airlines can take include:

• Better Staff Training: All airline staff should receive regular training on how to assist passengers with mobility impairments and use equipment like aisle chairs.
• Clear Communication: Airlines should communicate clearly with passengers about the availability of accommodations and what to expect during boarding and deplaning.
• Accountability: Airlines must hold staff accountable for failures to provide required assistance. This includes investigating complaints and taking corrective action.
• Investment in Equipment: Airlines should invest in more aisle chairs and ensure they are available on every flight where needed.
• Listening to Passengers: Airlines should listen to feedback from passengers with disabilities and work with advocacy groups to improve policies and procedures.

The Role of Social Media and Public Pressure

Susan Grove’s decision to share her daughter’s experience on TikTok played a key role in bringing attention to the issue. The viral video sparked a national conversation about accessibility in air travel and put pressure on American Airlines to respond. Social media has become a powerful tool for passengers to share their stories and demand change.

Many disability rights advocates say that public pressure is often necessary to force airlines and regulators to take action. When stories like this go viral, they can lead to policy changes, better training, and improved services for all passengers.

Legal and Regulatory Context

The Air Carrier Access Act (ACAA) is the main law protecting the rights of passengers with disabilities in air travel. It requires airlines to provide equal access and reasonable accommodations, such as aisle chairs and assistance with boarding and deplaning. The U.S. Department of Transportation enforces the ACAA and can fine airlines that fail to comply.

Passengers who believe their rights have been violated can file a complaint with the DOT. The process is straightforward:

1. Document the Incident: Take photos or videos and write down what happened, including dates, times, and names of staff involved.
2. Contact the Airline: File a complaint with the airline’s customer service or special assistance team.
3. File a DOT Complaint: If the airline does not resolve the issue, submit a complaint to the DOT’s Aviation Consumer Protection Division.

The DOT investigates complaints and can require airlines to make changes or pay fines. For more information on the complaint process, visit the DOT’s official complaint portal.

Community and Advocacy Group Response

Disability advocacy groups and legal experts are closely watching the outcome of Susan Grove’s case. Many organizations have renewed their calls for stricter enforcement of accessibility standards and more robust training for airline staff. Some groups are pushing for new regulations that would require airlines to report incidents involving passengers with disabilities and face stiffer penalties for non-compliance.

Advocates say that while laws like the ACAA are important, enforcement is often lacking. They argue that airlines should face real consequences when they fail to meet their obligations. Some are calling for the creation of independent watchdogs to monitor airline compliance and investigate complaints.

What Passengers Can Do

If you or a loved one has a disability and plans to fly, here are some practical steps to help ensure a smoother experience:

• Notify the Airline Early: Contact the airline’s special assistance team as soon as you book your ticket. Explain your needs and confirm that accommodations like aisle chairs will be available.
• Get Written Confirmation: Ask for written confirmation of your requests and keep all emails or messages.
• Arrive Early: Arrive at the airport early to allow extra time for boarding and to address any issues that may arise.
• Bring Documentation: Carry a doctor’s note or other documentation of your disability, if possible.
• Know Your Rights: Familiarize yourself with the Air Carrier Access Act and the airline’s policies on disability accommodations.
• Document Problems: If something goes wrong, document the incident and file a complaint with both the airline and the DOT.

Looking Ahead: Will This Incident Lead to Change?

As of July 14, 2025, American Airlines has not announced any new, concrete policy changes or disciplinary actions in response to the incident involving Susan Grove’s daughter. The story remains active, with Grove continuing to update the public via TikTok and other platforms. Disability rights organizations are expected to use this case to push for more oversight and accountability in the airline industry.

The incident has already led to increased scrutiny of airline disability policies and may prompt further regulatory action. Lawmakers and regulators are under pressure to ensure that airlines comply with the law and treat all passengers with dignity and respect.

Conclusion: A Call for Action

The experience of Susan Grove and her daughter is a powerful reminder that air travel remains challenging for many people with disabilities. While laws like the Air Carrier Access Act provide important protections, enforcement and accountability are still lacking. Airlines like American Airlines must do more to ensure that all passengers receive the assistance they need.

Passengers with disabilities should know their rights, document any problems, and speak up when airlines fail to provide proper accommodations. Advocacy groups and public pressure can help drive change, but real progress will require airlines to listen, invest in better training and equipment, and hold staff accountable.

For those who need help or want to file a complaint, the U.S. Department of Transportation’s Aviation Consumer Protection Division offers resources and support. By working together, passengers, advocates, and regulators can help make air travel accessible and respectful for everyone.

Learn Today

Aisle Chair → A specialized wheelchair designed to fit narrow airplane aisles to assist passengers with mobility impairments.
Air Carrier Access Act → U.S. federal law requiring airlines to provide accommodations and non-discriminatory services to passengers with disabilities.
American Airlines → Major U.S. airline involved in the incident failing to provide aisle chair assistance.
U.S. Department of Transportation → Federal agency enforcing the Air Carrier Access Act and investigating complaints about airline disability service failures.
Mobility Impairment → Physical limitation reducing a person’s ability to walk or move without assistance, requiring special accommodations.

This Article in a Nutshell

Susan Grove’s daughter crawled down an airplane aisle due to a missing aisle chair on June 28, 2025. The viral video sparked outrage, highlighting failures in disability accommodations on flights and renewing calls for airlines to improve accessibility and comply with legal obligations under the Air Carrier Access Act.
— By VisaVerge.com