In a shocking video exposing the incompetence of the airline industry and how it handles people flying with disability, a video on TikTok went viral after a disabled teenager crawling down the aisle of an American Airlines plane has reignited widespread criticism over the airline’s handling of passengers with disabilities.
On June 28, 2025, TikTok user Susan Grove (@susangrove) shared a now-viral clip of her daughter, who identifies as a special child was being forced to crawl off the aircraft due to the absence of an aisle wheelchair. The overlay text read, “The aisle chair never came, so our special needs daughter had to crawl off the plane.”
As per the outlet Daily Dot, Grove added in the caption, “This cannot happen to special needs people/families.” The video has since been viewed more than 17.8 million times and received over 1.2 million likes.
While the comments on the video raised both concerns and backlash for the airline and TSA authorities, Susan Grove explained the situation. She said that carrying her daughter off the plane wasn’t feasible. “We tried to carry her, but she’s 150 pounds, and the aisle is too narrow to do it safely.”
Addressing criticism from some viewers, Grove said she recorded the moment to raise awareness and prevent similar incidents in the future. “You can hear me encouraging her because we had just finished a 7-hour flight and a terrible four days of travel with AA. She was exhausted.” Reportedly, the airline here is none other than American Airlines, which happens to be a major airline company in the United States that began as early as 1930.
@USDOT Check out Susan Grove’s video! #TikTok https://t.co/FOzHomZEoJ
— AdamM (@AdamMansuri1) June 30, 2025
The airline has successfully operated almost 6,800 flights per day to nearly 350 destinations in 48 countries. Meanwhile, Susan Grove posted a follow-up video revealing that American Airlines had initially offered $75 each to her, her husband, and her daughter as compensation. “I told them that was unacceptable and asked to speak with a manager,” she said.
Yet, two days later, the prestigious airline refunded Susan Grove and her disabled daughter’s ticket and offered bonus miles. Grove said she planned to speak directly with a representative to ensure the incident never happens again to anyone. The video drew widespread backlash on TikTok, with commenters slamming the airline’s negligence. “Unacceptable. No child should have to go through this,” one user wrote.
American Airlines is the worst airline in the history of airlines like if you agree
— Lupus (@LupusBeowulf) July 7, 2025
Another user shared similar sentiments to the incident and advised Susan to take legal action: “That violates the ADA in more ways than one. File a lawsuit,” the comment read. A third added and defended the family, saying, ‘How are people blaming the parents? It’s the airline’s responsibility to provide that chair.”
This sad incident isn’t the first time American Airlines has come under fire for mishandling disability accommodations. In October 2024, the U.S. Department of Transportation fined the airline a record $50 million over multiple violations between 2019 and 2023. These violations include instances such as bad physical assistance for old and disabled passengers and repeated delays in providing wheelchairs and mobility aids to people, followed by cases of alleged racism.
American Airlines and their incompetence is completely unacceptable. Delays after delays and cancellation with zero communication or transparency to the people who paid for flights
— Cristian (@LifeOfCristian) July 3, 2025
Even though the airline issued a statement and promised to improve its customer management and increase the levels of satisfaction for people flying with them, not much seems to have changed. While stricter flying rules have been issued across the country, thanks to the updated TSA rules list in 2025, we don’t think old, disabled, and dependent citizens have been given much priority.
@AmericanAir what a joke. @ ohare airport 500+ waiting in customer service and counting for American Airlines pic.twitter.com/TQOf42cvrK
— americas finest (@nysecrayoneater) June 30, 2025
Thanks to social media platforms like TikTok and Instagram, such cases can come to light with ease, and public pressure on these platforms makes the concerned authorities take responsibility and answer the customers.
