United Airlines Innovates with Wheelchair-Friendly Booking Tool

United introduces a groundbreaking digital tool for wheelchair users to easily find compatible flights, underscoring its commitment to accessible travel.

United Airlines is pioneering accessibility in air travel with the introduction of a new digital tool designed to simplify the flight booking process for wheelchair users. Launched on United's app and website, this innovative feature allows customers to input the dimensions of their personal mobility device, helping them identify flights capable of accommodating their wheelchair. In a significant move towards inclusivity, United will also offer refunds on fare differences if passengers need to opt for a higher-priced flight that can better accommodate their wheelchair.

This initiative is part of United's broader commitment to making travel more accessible for everyone, developed in collaboration with leading accessibility advocates and experts, including the United Spinal Association and Numotion. In the past year, United and United Express have handled over 200,000 checked wheelchairs, underscoring the necessity of such forward-thinking services.

Key Features and Benefits:

• Wheelchair Sizing Tool: The newly launched digital tool filters flight options based on the ability to accommodate the specific dimensions of a customer's wheelchair, marking an industry-first in personalized travel accommodation.
• Refund Policy: Eligible customers who must book a more expensive flight to accommodate their wheelchair are entitled to a refund of the fare difference, ensuring cost is not a barrier to accessible travel.
• Collaboration for Inclusion: United's partnership with the United Spinal Association and Numotion highlights the airline's approach to incorporating direct insights from the disability community into its service enhancements.

Linda Jojo, United's Executive Vice President and Chief Customer Officer, emphasized the importance of understanding customer needs to improve the travel experience, particularly for those using mobility devices. The new tools and policies aim to set United employees up for success in providing optimal service to all passengers, including those with specific mobility requirements.

Community Response:

Leaders within the disability advocacy community, such as Vincenzo Piscopo of the United Spinal Association and Mike Swinford of Numotion, have praised United's efforts. This collaboration signifies a vital step towards improving air travel for wheelchair users, ensuring they can embark on their journeys with confidence and comfort.

Pilot Program and Accessibility Commitment:

United is also piloting a new program at George Bush Houston Intercontinental Airport to address situations where a customer's wheelchair is damaged or delayed. This includes testing adjustable wheelchair cushions and reimbursing transportation expenses for affected customers.

These initiatives reflect United's ongoing dedication to accessibility, demonstrated through technological innovations, policy improvements, and a corporate culture that values diversity and inclusion. With plans to continue enhancing its fleet and services, United Airlines is leading the way in creating a more accessible and enjoyable travel experience for people with disabilities.