United Airlines Unveils New Tools, Policies for Travelers With Wheelchairs

United Airlines has announced new technologies and policies designed to improve the travel experience for customers who use a wheelchair.

Beginning early next year, the airline plans to introduce a new digital filter on United.com that helps determine which aircraft can accommodate different-sized chairs. United will also refund the fare difference if a higher-fare flight is needed to accommodate a specific wheelchair size.

With the new flight filter, travelers can enter the specific dimensions of their personal wheelchairs during their flight search. Search results will then prioritize flight options on aircraft with cargo hold doors large enough to accommodate the wheelchair.

If a customer is unable to take a preferred flight because their wheelchair will not fit and they instead have to take a flight with a higher fare to accommodate their chair on the same day and between the same origin and destination, they can request a refund of the fare difference. Customers can do so by completing a short form after they've traveled.

"By offering customers an easy way to know if their personal wheelchair fits on a particular airplane, we can give them the peace of mind they deserve when they fly with us," said Linda Jojo, Executive Vice President and Chief Customer Officer for United, in a statement. "Plus, collecting this information ahead of time ensures our team can handle these special items with proper care and attention."

United is also working to improve the airport experience for travelers requiring wheelchairs. Later this year, the carrier will begin a six-month pilot program at Houston's George Bush Intercontinental Airport in hopes of finding better ways to accommodate customers in the unlikely event their wheelchair is damaged or delayed while traveling.

This past summer, United became the first U.S. airline to add Braille to aircraft interiors and expects to outfit its entire mainline fleet with Braille by the end of 2026.

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