United rolls out new tool for wheelchair users
United Airlines has launched an innovative new digital tool that makes it easier for wheelchair users to find suitable flights.
The tool on its app and united.com searches aircraft that can best accommodate the specific dimensions of a wheelchair or mobility device.
The airline also announced that eligible customers may seek a refund of the fare difference if a customer needs to pay more for a flight that can accommodate their wheelchair.
Last year, United and United Express carried more than 200,000 checked wheelchairs.
In addition to working with the airline’s Accessible Travel Advisory Board, United collaborated with United Spinal Association and Numotion to develop the initiative.
“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,” said Linda Jojo, EVP and Chief Customer Officer for United.
“These new tools and policies also set our employees up for success, especially those working on the ramp or at the gate.”
Customers with a personal wheelchair can visit the United app or website and use the filters on the flight search results page before selecting their flight.
After clicking on the wheelchair filter tab customers can then enter the specific dimensions of their mobility device.
The search results will identify which flight options will accommodate them.
The size of aircraft cargo hold doors varies, so some aircraft are better able than others to handle larger motorized wheelchairs.
If a customer is unable to take a preferred flight because of the small cargo door the customer may seek a refund of the fare difference if paying a higher fare.
The wheelchair sizing tool launched as a beta test earlier this month.
United is also testing a new program at George Bush Houston Airport to better accommodate customers in the event their wheelchair was damaged or delayed.
The pilot program focuses on the timeframe between a customer’s arrival and when United returns the wheelchair or provides an appropriate loaner wheelchair.
United is currently testing specialized, adjustable Permobil cushions for loaner wheelchairs at its Houston hub.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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