Customers traveling with wheelchairs will now have to find more accessible options on United Airlines.
United’s new digital sizing tool will help customers “determine the right aircraft” for their wheelchair, according to a press release from the airline.
In 2023, the airline carried more than 200,000 wheelchairs as checked items. The change is part of United’s continued commitment to deepening its status as a more accessible and inclusive airline.
The Tool
United Airlines launched a new tool on its app in late March that will help passengers with particular accessibility needs determine the best plane for their needs.
The digital tool will allow travelers to book flights based on which aircraft can accommodate the dimensions of their mobility device or equipment, like a wheelchair.
To utilize it, customers can visit United’s website or the official app and use various filters to find the best flight. One of the filters, a “wheelchair filter tab,” according to the press release, is near the top of the screen. There, they can enter their equipment’s dimensions and filter through the flights that have space for it.
Intentionality
With the new tool also comes a new policy that could save passengers money. There could be price differences when people search for a flight to accommodate their mobility needs. For example, one route flying to their destination might cost $400, but the aircraft itself might not have the necessary spacing. If another route does accommodate them but is higher, the eligible customer can request a refund for the price difference.
The airline collaborated with United Spinal Association, an organization that advocates for people who use wheelchairs or have spinal cord injuries, and Numotion, a mobility equipment company, to develop the new changes.
“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,” Linda Jojo, United Airline’s executive vice president and chief customer officer, said. “These new tools and policies also set our employees up for success, especially those working on the ramp or at the gate.”
