United Airlines launches its first digital sizing tool for wheelchair users

Saturday, October 19, 2024

United Airlines has successfully assisted over 20,000 customers with wheelchairs through its innovative digital sizing tool, launched in March 2024. This pioneering feature matches aircraft dimensions with individual wheelchair sizes, leading to a nearly four-point increase in customer satisfaction scores compared to the previous year.

In a move to further enhance accessibility, United has partnered with the United Spinal Association. This collaboration aims to develop impactful solutions that cater specifically to the needs of customers with disabilities.

David Kinzelman, Chief Customer Officer for United, expressed enthusiasm about the tool’s early success: “We are committed to improving the travel experience for all customers. Working alongside United Spinal Association will help us gather valuable feedback and create even better solutions.”

The digital sizing tool is available on the United app and united.com, allowing wheelchair users to easily find flights accommodating their mobility devices. Additionally, customers may request a refund for any fare difference if a more accommodating flight incurs a higher price.

Vincenzo Piscopo, CEO of United Spinal Association, praised the partnership, stating, “This collaboration highlights United Airlines’ dedication to making travel accessible for people with disabilities, moving us closer to a more inclusive travel experience.”

Beyond the digital sizing tool, United has implemented several initiatives to enhance accessibility:

Mobile Technology for Ramp Agents: Agents now have mobile devices to track wheelchairs on flights, ensuring better preparation for loading and unloading.

Braille Integration: United was the first U.S. airline to add Braille to aircraft interiors, aiming for full fleet compliance by 2026.

Improved Mobile App Accessibility: Enhancements in the app for visual disabilities include increased color contrast and restructured information display for better screen reader compatibility.

Accessible Inflight Entertainment: The inflight entertainment system offers features like closed captioning, text-to-speech, and magnification, with plans for updated screens across the fleet.

United Airlines is committed to creating a more inclusive travel environment through its Bridge Business Resource Group, focused on supporting employees and customers of all abilities.

• United Airlines Introduces Innovative Digital Sizing Tool, Helping 20,000+ Customers Find the Right Aircraft for Wheelchair Needs!