Up in the air: Are airlines following the new DOT rules on equal pricing for people with disabilities when websites are inaccessible?

This paper details the findings from a study of airline compliance with Department of Transportation (DOT) regulations requiring that persons with disabilities not be discriminated against in the pricing of airline travel. These regulations mandate that if an airline website is inaccessible for persons with disabilities, the airline must charge the same price that is available on the website and may not charge a fee for purchasing tickets over the phone. To evaluate compliance, the websites of leading airlines were examined for accessibility in terms of the ability to check flight schedules and order tickets. Among the four airlines with barriers to accessibility on their websites, a series of phone calls were made by researchers to assess whether the DOT regulations would be followed. Two of the airlines, USAirways and United, practiced discriminatory pricing, even after being made aware of the regulations, in over one-third of the phone calls. This paper details the findings from the study and analyzes the data in terms of website accessibility, civil rights for travelers with disabilities, and policy implications.