United Airlines Enhances Travel for Personal Wheelchair Users

United Airlines Enhances Travel for Personal Wheelchair Users

United Airlines has introduced new measures to enhance the travel experience for customers who utilize personal wheelchairs. These initiatives include a pioneering digital filter on the airline's website and a fare reimbursement policy for those needing to switch flights to accommodate their wheelchair.

Digital Flight Filter for Wheelchair Dimensions

United's new digital filter on united.com will allow customers to input the specific dimensions of their wheelchairs during the flight search process. The search results will prioritize aircraft-operated flights with cargo hold doors large enough to fit the wheelchair. This is particularly relevant for larger motorized wheelchairs, which must be transported upright and may not fit through the cargo doors of certain aircraft types.

If a customer's preferred flight cannot accommodate their wheelchair due to size constraints and opt for a higher-fare United flight on the same day covering the same route, they can seek a refund for the fare difference. After their journey, customers will need to complete a brief form, and upon review, United will ensure they are reimbursed for the fare difference.

Improving the Airport Experience

United is set to initiate a six-month pilot program at George Bush Houston Intercontinental Airport later this year. This program aims to enhance the experience for customers in the rare event their wheelchair is damaged or delayed during transit. The focus will be on the period between the customer's arrival and the return of their wheelchair or the provision of a suitable loaner wheelchair if the original is damaged. United will collaborate with its Accessible Travel Advisory Board to explore various initiatives to improve the airport experience during such instances. This includes offering specialized seating on-site and reimbursing transportation costs if customers opt to wait outside the airport.

This commitment to improving accessibility for wheelchair users comes after an agreement between United and the U.S. Department of Transportation. In 2022, United transported approximately 150,000 wheelchairs.

Additional Accessibility Initiatives

United has also implemented other measures to enhance accessibility:

• Ramp agents are equipped with new mobile technology that indicates when a wheelchair is on a flight, ensuring proper handling.
• In August, United became the first U.S. airline to incorporate Braille into aircraft interiors, aiding travelers with visual impairments. The entire mainline fleet will feature Braille by the end of 2026.
• The United mobile app has been redesigned to be more accessible for individuals with visual disabilities.
• United's latest inflight seatback entertainment screens offer a range of accessible features, including closed captioning, text-to-speech controls, and audio-described movies.

For eight consecutive years, United has been recognized as a Best Place to Work for Disability Inclusion and has consistently achieved top scores on the Disability Equality Index.

About United Airlines

United Airlines operates an extensive global route network, headquartered in Chicago and with hubs in major U.S. cities. It is currently the world's largest airline based on available seat miles. For more information about joining the United team or learning about the company, visit United's official website.