A new tool on the United Airlines app that helps wheelchair riders to find flights that best fit their mobility devices is the result of a collaboration among the airlines, Numotion and United Spinal Association.
“United Airlines has launched a new digital tool on its app and united.com that makes it easier for customers who use wheelchairs to find flights that can best accommodate the specific dimensions of their personal mobility device,” the company said in a March 28 press release.
The airline added that customers can request “a refund of the fare difference if a customer needs to pay more for a flight that can accommodate their wheelchair.”
Collaboration with mobility industry stakeholders
United Airlines called the new tool and the refund policy “industry-first initiatives” and said it collaborated with national Complex Rehab Technology provider Numotion and advocacy organization United Spinal Association on the projects.
“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 for United Airlines. “These new tools and policies also set our employees up for success, especially those working on the ramp or at the gate.”
“United Spinal Association appreciates this strong first step toward improving the air travel experience for wheelchair users,” said Vincenzo Piscopo, chief executive officer and president of United Spinal. “We look forward to continuing our collaboration with United Airlines to ensure that all wheelchair users can book a flight to their next adventure, business meeting, or visit with family or friends on the flight they choose, trusting they will arrive safely with their equipment intact.”
New tool asks dimensions of wheelchairs
When booking a United Airlines flight on the airline’s website, passengers can click the “Wheelchair” choice in the top navigation to enter information about their wheelchairs, including width, height of the wheelchair in its travel configuration, and battery type.
Once passengers enter their travel information — including destinations and dates — the flights shown will include a note on whether or not the wheelchair will fit. An affirmative note reads, “Based on the measurements you gave us, your wheelchair will fit upright through the cargo door of this plane without tilting.”
“The size of aircraft cargo hold doors varies, so some aircraft are better able than others to handle larger motorized wheelchairs,” the United Airlines announcement said.
If a wheelchair rider needs to choose a more expensive United flight because the aircraft of their first-choice flight won’t accommodate the wheelchair, “the customer may seek a refund of the fare difference,” the announcement said, if that alternate United flight is on the same day and between the same origin and destination.
“Numotion is dedicated to supporting the independence of our customers,” Mike Swinford, Numotion’s chief executive officer, said in the announcement. “United’s new tool is a fantastic development for wheelchair users. By streamlining the flight selection process and ensuring compatibility with specific mobility devices, travelers can focus on enjoying their journeys. We’re proud to partner with United to make air travel more accessible and stress free.”
