United Airlines today announced new initiatives to improve the travel experience for wheelchair passengers.
It includes a new digital filter on united.com that helps determine which aircraft can accommodate different sized chairs.
United will refund the fare difference if a higher-fare flight is needed to accommodate a specific wheelchair size.
United will launch these new tools for wheelchair passengers early next year.
“By offering customers an easy way to know if their wheelchair fits, we can give them the peace of mind when they fly with us,” said Linda Jojo, Chief Customer Officer for United.
“Plus, collecting this information ahead of time ensures our team can handle these special items with proper care.”
The new flight filter allows customers to enter the unique dimensions of their personal wheelchair as part of the flight search.
The search results will then prioritize flight options on aircraft with cargo hold doors large enough to accommodate the wheelchair dimensions.
Aircraft cargo hold doors vary on different aircraft.
Later this year United will begin a six-month pilot program at George Bush Houston Airport to explore ways to better accommodate customers if their wheelchair is damaged or delayed.
The program will focus on the timeframe between a customer’s arrival and when United returns the wheelchair or provides an appropriate loan wheelchair if the original is damaged.
United will collaborate with its Accessible Travel Advisory Board to explore several options to improve the airport experience.
United carried about 150,000 wheelchairs in 2022.
United’s recent measures to improve accessibility include providing ramp agents new mobile technology to ensure they are prepared to receive and load a wheelchair.
Last month United became the first U.S. airline to add Braille signage to aircraft interiors.
Additionally, the United mobile app was recently redesigned to make it easier to use for people with visual disabilities.
