United's Wheelchair Assistance Boosts Accessibility for 20,000+ Flyers

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By Stephan Mann
Published October 17, 2024 10:30 PM EST

United Airlines is striding towards improving travel for passengers with mobility disabilities. Earlier this year, the airline introduced a wheelchair sizing tool to help passengers determine which aircraft can accommodate their mobility devices. This tool has provided a smoother booking process for those needing accessibility support.

Since its launch in April 2024, more than 20,000 passengers have used the tool, improving their travel experience. United reports that this initiative has also increased customer satisfaction by nearly 4%, thanks to feedback from multiple surveys. The tool allows passengers to check wheelchair compatibility before booking, reducing uncertainty and providing peace of mind.

In addition to the tool, United has also introduced a policy to allow customers to request a refund if they need to book a more expensive flight to accommodate their wheelchair. This policy ensures fairness and affordability for passengers with mobility needs.

United Airlines is also collaborating with the United Spinal Association, a leading organization supporting individuals with mobility disabilities. This partnership will leverage the association's expertise to enhance the airline's accessibility initiatives further. Dan Kinzelman, United's Chief Commercial Officer, expressed optimism, stating, "The early success of our digital sizing tool is an encouraging development in our ongoing efforts to find more ways to improve the travel experience for customers of all abilities."

The partnership is seen as a significant step in advancing accessible travel. Vincenzo Piscopo, CEO of the United Spinal Association, praised United's commitment to improving accessibility, saying, "I commend their commitment to making the travel experience more accessible for people with disabilities."

United Airlines has also implemented other accessibility improvements. These include providing ramp agents with mobile technology to load wheelchairs according to specific instructions and being the first U.S. airline to add Braille to aircraft interiors. Additionally, United has enhanced its seatback screens with accessibility features such as closed captions.

This collaboration between United Airlines and the United Spinal Association marks an essential move toward more inclusive air travel. With the airline's continued efforts, travelers with disabilities can expect even greater improvements.

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About the author

Stephan Mann

A dedicated travel content author at FlyOfinder since 2017. Stephan Mann brings a wealth of knowledge and experience to his writing. His engaging storytelling not only captivates but also guides and informs. Stephan's writing helps readers confidently plan their travels, ensuring every journey is filled with excitement and memorable experiences.