In an industry first,
United
Airlines recently launched an innovative digital sizing tool for passengers
who use wheelchairs, marking a major step forward in improving their travel
experience. Since launching in March 2024, it has already assisted more than
20,000 such travelers, significantly contributing to a near four-point increase
in customer satisfaction scores compared with a year earlier.
Today, the airline
announced a new collaboration with the United
Spinal Association, an affiliation that will serve to further cultivate a better
travel experience for customers living with these kinds of physical
disabilities. In its new role, the organization with help advise and support United’s
endeavors in this area.
"The early
success of our digital sizing tool is an encouraging development in our ongoing
efforts to find more ways to improve the travel experience for customers of all
abilities," said David Kinzelman, Chief Customer Officer for United.
"We look forward to working together with United Spinal to explore even
more impactful solutions in the future; collaborating with their community of
experts and harnessing their valuable feedback will help us better meet the
specific needs of our customers who use wheelchairs."
"I am
thrilled about this collaboration with United Airlines," said Vincenzo
Piscopo, Chief Executive Officer and President of United Spinal Association.
"I commend their commitment to making the travel experience more
accessible for people with disabilities and their decision to choose United
Spinal Association as a partner in this journey. This partnership demonstrates
that accessible travel is a reality, and every step forward brings us closer to
a more inclusive travel experience for the disability community. I hope to see
continued improvements not only from United Airlines but also throughout the
entire travel industry."
Accessible through
the United app and website, the digital tool enables wheelchair users to more
easily determine which flights can accommodate the specific dimensions of their personal mobility
devices. As part of United’s commitment to enhancing accessibility, the airline
is also offering fare difference refunds for customers who must book more
expensive flights to accommodate their wheelchairs.
In addition to its
innovative digital sizing tool, United has lately introduced several other
initiatives aimed at improving the air travel experience for passengers with
disabilities:
- Mobile Technology
for Ramp Agents: United provides ramp agents with new mobile technology that
indicates when a flight includes a wheelchair user so that they are prepared to
load it. The / technology also requires agents to acknowledge the loading of
all personal mobility devices before a flight can be closed out.
- Braille on
Aircraft: In 2023, United became the first U.S. airline to introduce Braille
signage on its aircraft interiors, making navigation easier for millions of passengers
with visual impairments. United’s entire mainline fleet is expected to feature
Braille by the end of 2026.
- Improved Mobile
App Accessibility: The United app now includes enhancements such as increased
color contrast, more ample spacing between graphics, and reordering of how
information is presented for improved integration with screen reader technologies
like VoiceOver and TalkBack.
- Accessible In-Flight
Entertainment: United's seatback screens offer numerous features tailored to
passengers with disabilities, including closed captioning, text-to-speech controls,
magnification, explore-by-touch capabilities, audio-described movies, and
adjustable and high-contrast text and color correction. As part of United’s momentous
growth plan, United Next, the roughly 700 new narrow and widebody aircraft set to be delivered by 2032 will be equipped
with the latest accessible seatback entertainment options.
- Bridge Business Resource
Group: United’s Business Resource Group, Bridge, brings together employees of
all abilities to foster an inclusive workplace where everyone can reach toward
achieving their full potential, reinforcing the airline's dedication to
supporting customers with disabilities.
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