22.10.2024.
Since the launch of an innovative digital sizing tool in March 2024, United Airlines has helped over 20,000 customers travelling with wheelchairs find flights that can accommodate their specific mobility devices.
This tool, designed to improve accessibility, matches wheelchair dimensions with available aircraft and has led to a notable increase in customer satisfaction—an improvement of nearly four points compared to the previous year.
United Airlines is committed to improving the travel experience for customers with disabilities and has recently collaborated with the United Spinal Association to enhance these efforts. This partnership aims to bring about more effective solutions for wheelchair users by utilizing expert feedback from the disability community.
New Digital sizing tool launched by United
David Kinzelman, United’s Chief Customer Officer, highlighted the importance of this tool in improving inclusivity in air travel:
“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.”
Key features of the Digital Sizing Tool:
Convenient matching: The tool, available on United’s website and mobile app, simplifies finding flights that accommodate specific wheelchair dimensions, giving customers a more transparent and accessible booking experience.
Fare refund: United offers fare refunds to customers who may need to book more expensive flights to accommodate their wheelchairs. A process is in place to ensure the fare difference is refunded promptly after review.
In addition to the digital tool, United has introduced several initiatives to ensure a smoother journey for passengers with disabilities, such as:
Ramp Agent Technology: Mobile technology helps ramp agents track wheelchairs to ensure proper handling and loading onto flights.
Braille in Aircraft: United became the first U.S. airline to add Braille signage to its aircraft interiors, a change expected to extend across its entire fleet by 2026.
Accessible Mobile App: The United app now includes enhanced accessibility features like improved color contrast and screen reader compatibility to assist users with visual disabilities.
The collaboration with the United Spinal Association aims to further these advancements, providing ongoing support and feedback to create an even more inclusive experience.
Vincenzo Piscopo, CEO and President of United Spinal Association, commended the initiative, stating, “This partnership demonstrates that accessible travel is a reality, and every step forward brings us closer to a more inclusive travel experience for the disability community.”
As part of its broader accessibility mission, United has also expanded features on its inflight entertainment systems and made workplace advancements through its Business Resource Group, Bridge, to support employees and customers with disabilities.
United’s commitment to accessibility, combined with technological advancements, is a step toward setting a higher standard in the airline industry for passengers with mobility challenges. These improvements not only enhance the experience for wheelchair users but reflect a broader movement toward more inclusive air travel.
SOURCE
United Airlines
