IDEAS: United to Launch Enhanced Digital Services for Personal Wheelchair Users

United Airlines has announced that it will launch a suite of new tools and policies at the end of 2023 that have been designed to improve the travel experience for customers who use a wheelchair.

The new accessibility initiative will include a digital filter on united.com that will allow travelers to identify aircraft that can accommodate different sized chairs, and a revised refund policy that will adapt flight fares in the event that customers are required to purchase a higher-fare ticket to accommodate a specific wheelchair size. 

"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," said Linda Jojo, executive vice president and chief customer officer for United. 

"Plus, collecting this information ahead of time ensures our team can handle these special items with proper care and attention."

United will also begin a six-month pilot program later this year at George Bush Houston Intercontinental Airport to explore ways in which it can support customers in the event their wheelchair has been damaged or delayed while traveling, in collaboration with its Accessible Travel Advisory Board.

United and the U.S. Department of Transportation will deliver these initiatives through a mutual agreement to increase accessibility for customers who require the use of a wheelchair.