United
Airlines has announced a new digital sizing tool designed to help customers
with wheelchairs find the best flights to accommodate their personal mobility
device.
In 2023, United and United Express carried more than 200,000
checked wheelchairs. Working with the airline’s Accessible Travel Advisory
Board, United collaborated with United Spinal Association and Numotion to
develop these industry-first initiatives.
"The more we know about a customer's device, the more
likely their experience will be a good one – from booking and check-in to the
flight itself," said Linda Jojo, Executive Vice President and Chief
Customer Officer for United. "These new tools
and policies also set our employees up for success, especially those
working on the ramp or at the gate."
"United Spinal Association appreciates this strong
first step toward improving the air travel experience for wheelchair
users," says Vincenzo Piscopo, Chief Executive Officer and President of
United Spinal Association, the largest disability-led membership organization
representing our nation's 5.5 million wheelchair users. "We look forward
to continuing our collaboration with United Airlines to ensure that all
wheelchair users can book a flight to their next adventure, business meeting, or
visit with family or friends on the flight they choose, trusting they will
arrive safely with their equipment intact."
"Numotion is dedicated to supporting the independence
of our customers," said Mike Swinford, Chief Executive Officer of
Numotion, the nation's largest provider of products and services that help
individuals with mobility limitations maximize their health, personal
independence, and actively participate in everyday life. "United's new
tool is a fantastic development for wheelchair users. By streamlining the
flight selection process and ensuring compatibility with specific mobility
devices, travelers can focus on enjoying their journeys. We're proud to partner
with United to make air travel more accessible and stress-free."
Before selecting their flight, customers can visit the
United app or website and use filters on the flight search results page to
enter the specific dimensions of their mobility device. Results identify which flights
can accommodate the dimensions ensuring the customer that their wheelchair
fits. Aircraft cargo hold doors vary, so some aircraft are better able to
handle larger motorized wheelchairs.
If a customer is unable to take a preferred flight because
their wheelchair will not fit through the aircraft's cargo door, and takes a
United flight with a higher fare to accommodate their wheelchair on the same
day and between the same origin and destination, the customer may seek a
refund of the fare difference.
United is also testing a new Airport Experience Pilot Program
at George Bush Houston Intercontinental Airport to better accommodate customers
if their wheelchair was damaged or delayed while traveling. If damage occurs,
United will provide an appropriate loaner wheelchair with adjustable Permobil
cushions for comfort and stability. The airline is also reimbursing customers
for transportation expenses should they choose to wait at a location other than
the airport.
With United’s continued commitment to accessibility, ramp
agents have access to new mobility technology that indicates when a wheelchair
is on a flight to ensure they are prepared to receive and load it. The
technology also inhibits ramp agents from closing out a flight until they
acknowledge that they've loaded all wheelchairs.
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