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United Airlines Improves Travel for Customers Using Personal Wheelchairs

United Airlines has today announced the deployment of new technologies and policies to streamline the travel experience for customers using wheelchairs. This includes a new digital filter to determine which aircraft can accommodate various size wheelchairs.


United to Launch Technologies to Improve the Travel Experience for Guests Who Use Personal Wheelchairs - Courtesy United Airlines/PRNewswire

On Thursday (September 28, 2023), United Airlines announced the deployment of new technologies and policies to enhance the travel experience for guests who use a personal wheelchair. This includes a new digital filter on the carrier’s website that helps determine which aircraft can accommodate different sized chairs, while also offering a refund in the fare difference if a higher-fare flight is required to accommodate a specific wheelchair size. United plans on launching these new guest friendly tools in early 2024.


In Thursday’s announcement, United Airlines’ EVP and Chief Customer Officer, Linda Jojo, said,


“By offering customers an easy way to know if their personal wheelchair fits on a particular airplane, we can give them the peace of mind they deserve when they fly with us. Plus, collecting this information ahead of time ensures our team can handle these special items with proper care and attention.”


Screenshot of the New Wheelchair Access Tool on United.com - Courtesy United Airlines/PRNewswire


With the new flight filter on united.com, guests will be able to enter the unique dimensions of their personal wheelchair as part of the flight search. Then, the search results will prioritize options on aircraft with cargo hold doors larch enough to accommodate the specific wheelchair. If a customer is unable to take a preferred flight because their wheelchair will not fit through the aircraft’s cargo door and takes a higher-fare flight that can accommodate the wheelchair on the same day on the same route, they can seek a refund of the fare difference. This will require completing a short form after travel has been completed, and once reviewed and approved, the customer will receive a prompt refund.


At United Airlines, ‘Good Leads the Way.’ The airline operates the most comprehensive network among North American carriers with U.S. hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington, D.C. As measured by available seat miles (ASMs), United is now the world’s largest airline. Shares in the company’s parent, United Airlines Holdings, Inc., are publicly traded on the NASDAQ under the symbol ‘UAL.’



Source: United Airlines/PRNewswire

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