United Airlines has launched a new digital tool on its app and website, which makes it easier for customers who use wheelchairs to find flights that can best accommodate the specific dimensions of their personal mobility device. The airline has also announced that eligible customers may seek a refund of the fare difference if a customer needs to pay more for a flight that can accommodate their wheelchair.
In addition to working with the airline’s Accessible Travel Advisory Board, United collaborated with United Spinal Association and Numotion to develop these initiatives.
“The more we know about a customer’s device, the more likely their experience will be a good one – from booking and check-in to the flight itself,” said Linda Jojo, Executive Vice President and Chief Customer Officer, United. “These new tools and policies also set our employees up for success, especially those working on the ramp or at the gate.”
Customers with a personal wheelchair can visit the United app or website and use the filters on the flight search results page before selecting their flight. After clicking on the wheelchair filter tab near the upper portion of the screen, customers can then enter the specific dimensions of their mobility device. The search results will identify which flight options will accommodate those dimensions and indicate to the customer that their wheelchair fits. The size of aircraft cargo hold doors varies, so some aircraft are better able than others to handle larger motorised wheelchairs.
If a customer is unable to take a preferred flight because their wheelchair will not fit through the aircraft’s cargo door – and takes a United flight with a higher fare that can accommodate their wheelchair on the same day and between the same origin and destination – the customer may seek a refund of the fare difference.
United is also testing a new programme at George Bush Houston Intercontinental Airport to better accommodate customers in the event their wheelchair was damaged or delayed while travelling. The pilot programme focuses on the timeframe between a customer’s arrival and when United returns the wheelchair or provides an appropriate loaner wheelchair if the original is damaged.
Hear more from United Airlines at the co-located FTE EMEA and FTE Ancillary & Retailing events, taking place in Dublin on 11-13 June 2024. Jennifer Schwierzke, VP of Customer Strategy & Innovation, United Airlines, is participating in a session focused on “How can we take CX experiences involving the airport, baggage & inflight to the next level for tomorrow’s customer?” Meanwhile, in a Special Segment, Melanie Harris, Managing Director – Digital Technology, United Airlines, will deliver a presentation on “How central will digital technology be to United Airlines achieving its ambition to be the best airline in aviation history, and what’s coming next?”
Register for FTE EMEA and FTE Ancillary & Retailing – one registration provides access to both events >> View the FTE EMEA agenda >> View the FTE Ancillary & Retailing agenda >>
