© 2026 ABC News

Behrend told ABC News she hadn’t heard from American Airlines after the incident, and said it wasn’t until she went on Twitter that someone from the airline responded.

Besides not having a way to get around, Behrend’s custom-made wheelchair she used to play rugby cost roughly $10,000 and would take a long time to properly replace. As of November, she said she has yet to receive a replacement from the airline.

“The airlines for some reason don’t understand that wheelchairs aren’t something to stack things on,” Behrend said. “Somebody stacked so much weight on it that it couldn’t hold its own anymore and it basically blew the wheel out.”

In fact, stories of mishandled wheelchairs, like Behrend’s, are so common that airlines are required by law to release monthly reports detailing the number of mishandled and damaged wheelchairs, among other items.

From January to this September, 7,747 wheelchairs and scooters were mishandled, or roughly 1.6 percent of all wheelchairs and scooters enplaned, according to an air travel consumer report released by the Department of Transportation.

\"PHOTO:
U.S. Air Force
PHOTO: Senior Airman Karah Behrend, a wounded warrior athlete, throws a discus during the track and field competition at the 5th Annual Air Force Wounded Warrior Trials on Nellis Air Force Base, Nevada, Feb. 27, 2018.
>

While that 1.6 percent figure might not sound high, both Castle and Behrend say many cases are never reported.

“This isn’t the first time that’s happened,” Behrend said. “It was just one of the first times I went online with it.”

A representative from American Airlines, responding to a request from ABC News for comment, said its mission is to ensure customers of all abilities have a positive travel experience, although the airline admits it is a work in progress that they strive to improve.

Airlines for America, the trade association that represents many of the major North American airlines, responded by assuring U.S. airlines meet or exceed all DOT accommodation standards and provide safe and comfortable air transportation to thousands of passengers with disabilities every day.

“Why is it so hard for the Department of Transportation to do the right thing,” Castle asked. “You know what the right thing is, so do it.”

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