Launched in March 2020, the new digital feature better matches aircraft sizes with wheelchair measurements and has helped to boost overall customer satisfaction by nearly four points.
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 today’s 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. David Kinzelman said that the early success of United’s digital sizing tool was encouraging.
“We are always looking for ways to improve travel for all customers,” he added.
“We look forward working with United Spinal in the future to explore more impactful solutions. Collaborating with their community experts and leveraging their valuable feedback will allow us to better meet the needs of our customers using 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 announced that customers can also request a refund if they need to pay more money for a flight which accommodates their wheelchair. Customers seeking a fare refund will have to follow United’s procedure; United will promptly make sure they receive the fare difference after review.
Vincenzo Piscopo is the Chief Executive Officer and president of United Spinal Association. He said, “I’m thrilled about this partnership with United Airlines.” “I commend United Spinal Association’s commitment to making travel experiences more accessible for people who have disabilities, as well as their decision to choose United Spinal Association to be a partner on this journey. This partnership shows that accessible travel is possible, and each step forward brings us closer towards a more inclusive experience for the disability communities. I hope to continue seeing improvements, not only by United Airlines but throughout the entire travel sector.”
United has recently made several product and policies changes to improve the experience of 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 prevents ramp agents from closing a flight out until they acknowledge they have loaded all the 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 equip its entire mainline fleet by the end 2026.
- The United mobile app makes it easier to use for people with visual disabilities with increased color contrast, more space between graphics and reordering how information is displayed and announced to better integrate with the screen reader technologies like VoiceOver and TalkBack.
- United’s Inflight Seatback Entertainment screens offer a wide range of accessible features such as closed captioning, text-to-speech controls, magnification, explore-by-touch capabilities, audio described movies, and adjustable and high-contrast text and color correction. United Next is the airline’s historic expansion plan. The carrier expects to receive 700 new narrowbody and widebody planes by the end 2032. These aircraft will all include the latest seatback screen entertainment.
- Through Bridge, United’s Business Resource Group for people of all abilities, employees help create a workplace environment where all can strive to achieve their maximum potential and support our commitment to being an ally for customers with disabilities.
