More than 20,000 customers who travel with wheelchairs have already used United’s industry-first digital sizing tool since it launched in March 2024, with feedback from those customers helping contribute to a nearly four-point improvement in customer satisfaction scores compared to a year earlier.
As part of the announcement and as another way to further improve the travel experience for customers with disabilities, United also began a new collaboration with United Spinal Association to help advise and support the carrier.
“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,” said David Kinzelman, Chief Customer Officer for United.
“We look forward to working together with United Spinal to explore even more impactful solutions in the future; collaborating with their community of experts and harnessing their valuable feedback will help us better meet the specific needs of our customers who use wheelchairs.”
Earlier this year, United launched the new digital tool on its app and united.com, making it easier for customers who use wheelchairs to find flights that can best accommodate the specific dimensions of their personal mobility device.
The airline also announced that customers may seek a refund of the fare difference if a customer needs to pay more for a flight that can accommodate their wheelchair.
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Customers seeking a refund of the fare difference will need to follow United’s process; United will promptly ensure they receive the difference in fare after review.
“I am thrilled about this collaboration with United Airlines,” said Vincenzo Piscopo, Chief Executive Officer and President of United Spinal Association.
“I commend their commitment to making the travel experience more accessible for people with disabilities and their decision to choose United Spinal Association as a partner in this journey.
“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. I hope to see continued improvements not only from United Airlines but also throughout the entire travel industry.”
In addition to the digital sizing tool, United has made several product and policy changes recently to improve the experience for people with disabilities:
Providing ramp agents mobile technology that indicates when a wheelchair is on a flight to help ensure they are better prepared to receive and load it. The technology also inhibits ramp agents from closing out a flight until they acknowledge that they’ve loaded all wheelchairs.
In 2023, United was the first U.S. airline to add Braille to aircraft interiors, helping millions of travelers with visual disabilities more easily navigate the cabin independently. United expects to outfit its entire mainline fleet with Braille by the end of 2026.
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