United Airlines boosts travel experience for physically challenged customers

United Airlines has unveiled a series of new technologies and policies aimed at improving the travel experience for passengers who use wheelchairs.

These enhancements include a digital filter on the airline’s website, designed to determine which aircraft can accommodate various wheelchair sizes.

Additionally, United is introducing a policy to refund the fare difference if passengers require a higher-fare flight to accommodate their specific wheelchair size. These customer-centric initiatives are expected to be launched early next year.

Executive Vice President and Chief Customer Officer for United, Linda Jojo, emphasised the importance of these innovations, stating, “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.”

United’s new flight filter will allow customers to input the unique dimensions of their personal wheelchairs during the flight search process. The search results will then prioritize flight options on aircraft equipped with cargo hold doors spacious enough to accommodate the wheelchair dimensions. Since the size of cargo hold doors varies across different aircraft, some may be better suited than others to handle larger motorized wheelchairs that must travel upright.

A statement made available to The PUNCH revealed that in cases where a customer cannot take a preferred flight due to their wheelchair’s inability to fit through the aircraft’s cargo door, United offers an alternative solution. If the passenger selects a United flight with a higher fare that can accommodate their wheelchair on the same day and along the same route, they may request a refund of the fare difference. The process for seeking a fare difference refund will involve completing a brief form after traveling, and United will promptly process the refund after a review.