New digital sizing tool helps customers
determine the right aircraft for their wheelchair; airline will
refund the fare difference if they have to pay more for an
alternative flight with a larger cargo door
Industry-first initiatives, developed in
collaboration with accessibility advocates and experts, reflect
United's ongoing commitment to make the travel experience more
accessible for everyone
CHICAGO, March 28,
2024 /PRNewswire/ -- United Airlines has launched a
new digital tool on its app and united.com that makes it
easier for customers who use wheelchairs to find flights that can
best accommodate the specific dimensions of their personal mobility
device. The airline also announced that eligible customers may seek
a refund of the fare difference if a customer needs to pay more for
a flight that can accommodate their wheelchair.
Last year, United and United Express together carried more than
200,000 checked wheelchairs.
In addition to 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."
How It Works
Customers with a personal wheelchair can visit the United app or
united.com and use the filters on the flight search results page
before selecting their flight. After clicking on the wheelchair
filter tab near the upper portion of the screen, customers can then
enter the specific dimensions of their mobility device. The search
results will identify which flight options will accommodate those
dimensions and indicate to the customer that their wheelchair fits.
The size of aircraft cargo hold doors varies, so some aircraft are
better able than others 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 that can accommodate their
wheelchair on the same day and between the same origin and
destination – the customer may seek a refund of the fare
difference.
The wheelchair sizing tool launched as a beta test earlier this
month.
Airport Experience Pilot Program
United is also testing a new program at George Bush Houston
Intercontinental Airport to better accommodate customers in the
unlikely event their wheelchair was damaged or delayed while
traveling. The pilot program focuses on the timeframe between a
customer's arrival and when United returns the wheelchair or
provides an appropriate loaner wheelchair if the original is
damaged.
United is currently testing specialized, adjustable
Permobil cushions for loaner wheelchairs at its Houston hub that better match the customer's
needs and improve comfort and stability. The airline is also
reimbursing customers for transportation expenses should they
choose to wait at a location other than the airport.
United's Commitment to Accessibility
United has made several product and policy changes recently to
improve the experience for people with disabilities:
- Providing ramp agents new mobile 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.
- In August, United became the first U.S. airline to add
Braille to aircraft interiors, helping millions of travelers
with visual disabilities more easily navigate the cabin
independently. United expects to outfit its entire mainline fleet
with Braille by the end of 2026.
- The United mobile app was recently
redesigned to make it easier to use for people with visual
disabilities with increased color contrast, more space between
graphics and reordering how information is displayed and announced
to better integrate with the screen reader technologies
like VoiceOver and TalkBack.
- United's latest Inflight Seatback
Entertainment screens offer a wide range of
accessible features such as 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 Next, the airline's
historic growth plan, the carrier expects to take delivery of about
700 new narrow and widebody aircraft by the end of 2033, all of
which will include the latest in seatback screen entertainment
options.
- Through Bridge, United's Business Resource Group for
people of all abilities, employees help create a
workplace environment where all can strive to achieve their maximum
potential and support our commitment to being an ally for customers
with disabilities.
For the eighth-straight year, United was recognized as a Best
Place to Work for Disability Inclusion and earned a top score on
the Disability Equality Index benchmarking tool, a joint initiative
of the American Association of People with Disabilities and
Disability:IN, to advance the inclusion of people with
disabilities.
About United
At United, Good Leads The Way. With U.S. hubs in Chicago, Denver, Houston, Los
Angeles, New
York/Newark, San Francisco and Washington, D.C., United operates the most
comprehensive global route network among North American carriers
and is now the largest airline in the world as measured by
available seat miles. For more about how to join the United team,
please visit www.united.com/careers and more information about the
company is at www.united.com. United Airlines Holdings, Inc., the
parent company of United Airlines, Inc., is traded on the Nasdaq
under the symbol "UAL".
View original content to download
multimedia:https://www.prnewswire.com/news-releases/united-makes-it-easier-for-customers-who-use-wheelchairs-to-book-flights-that-can-accommodate-their-personal-device-302101564.html
SOURCE United Airlines