Airline Consumer Protections: Information on Selected Airlines’ Non-Discrimination Training Programs

Federal law prohibits airlines from discriminating against passengers on the basis of race, color, national origin, religion, sex, or ancestry. The Federal Aviation Administration (FAA) Reauthorization Act of 2018 included provisions for the U.S. Government Accountability Office (GAO) to examine airlines' training programs on racial, ethnic, and religious non-discrimination for their employees and contractors, including how frequently airlines train new employees and contractors. This report describes selected airlines' programs for training employees and contractors on racial, ethnic, and religious non-discrimination. To understand airlines' non-discrimination training programs, GAO requested interviews and documentation from six airlines generally selected to include those with the highest number of passenger boardings and complaints of discrimination submitted directly to the Department of Transportation (DOT). Representatives from five of the six selected airlines agreed to be interviewed, and one airline provided a written statement describing its non-discrimination training. Additionally, representatives from five airlines declined to provide GAO with their non-discrimination training materials, stating that their materials are business proprietary. While representatives from the remaining airline allowed GAO to attend its training, they asked GAO not to include a summary of the training in the report because it is business proprietary. To understand DOT's oversight responsibilities, GAO conducted interviews with DOT officials and reviewed relevant documents and passenger complaint data. GAO also met with representatives from four non-discrimination advocacy organizations to gain their perspectives on airlines' non-discrimination training programs.


  • English

Media Info

  • Media Type: Digital/other
  • Features: References; Tables;
  • Pagination: 16p

Subject/Index Terms

Filing Info

  • Accession Number: 01716047
  • Record Type: Publication
  • Report/Paper Numbers: GAO-19-654R
  • Files: TRIS
  • Created Date: Aug 22 2019 3:37PM