Thursday, March 28, 2024
United Airlines has introduced an innovative digital feature on its app and website, united.com, designed to assist passengers who use wheelchairs in selecting flights that can best fit the dimensions of their mobility devices. Furthermore, the airline has implemented a policy allowing passengers who might incur additional costs for a flight that can accommodate their wheelchair to request a refund for the price difference.
In the previous year, the airline and its partner, United Express, successfully transported over 200,000 wheelchairs for their passengers.
The development of these pioneering measures was achieved in collaboration with the Accessible Travel Advisory Board, as well as partnerships with the United Spinal Association and Numotion.
“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.”
Functionality Overview
Passengers needing to fly with their wheelchairs can navigate to the flight search section on the United app or website, where they can apply a special filter for wheelchair dimensions before finalizing their flight choice. By entering the measurements of their wheelchair, the system will showcase compatible flight options, ensuring passengers are informed about the fit of their device. This feature addresses the variability in aircraft cargo hold door sizes, which affects the accommodation of larger motorized wheelchairs.
Should passengers find themselves unable to book their desired flight due to size restrictions of the aircraft’s cargo door and end up booking a higher-priced United flight with the same departure and destination points on the same day, they are eligible to request a refund of the fare difference.
This innovative wheelchair sizing tool was initially released as a beta version earlier in the month.
Airport Experience Enhancement Program
At George Bush Houston Intercontinental Airport, United is piloting a new initiative aimed at improving the service for passengers whose wheelchairs are either delayed or damaged during travel. This pilot program is designed to minimize the waiting time for passengers by ensuring a swift return of their wheelchair or the provision of a suitable temporary replacement. In Houston, the airline is experimenting with offering specialized, adjustable Permobil cushions for these loaner wheelchairs, enhancing passenger comfort and stability. Additionally, the airline offers reimbursements for alternative transportation costs for those preferring not to wait at the airport.
United’s Dedication to Accessibility
United Airlines has introduced several changes to its products and policies to better serve passengers with disabilities, including:
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