United Airlines Boosts Accessibility with New Tool and Partnership

United Airlines has introduced a groundbreaking digital feature that better matches aircraft size with wheelchair dimensions, significantly boosting customer satisfaction scores. Launched in March 2024, this industry-first digital sizing tool has already been used by over 20,000 customers who travel with wheelchairs, contributing to a nearly four-point improvement in customer satisfaction compared to the previous year.

A New Era of Accessibility

As part of its ongoing commitment to improving the travel experience for customers with disabilities, United Airlines has announced a new collaboration with the United Spinal Association. This partnership aims to enhance accessibility initiatives further and support the needs of travellers with disabilities.

David Kinzelman, United’s Chief Customer Officer, expressed his enthusiasm for the new tool and partnership: “The early success of our digital sizing tool is an encouraging development in our ongoing efforts to find more ways to improve the travel experience for customers of all abilities. We look forward to working with United Spinal to explore even more impactful solutions.”

Personal Experience as a Wheelchair User

As a wheelchair user, I understand firsthand how crucial it is to have reliable and accessible travel options. The introduction of United’s digital sizing tool is a significant step forward in ensuring that wheelchairs are accommodated safely and efficiently, reducing the risk of damage. This tool not only provides peace of mind for travellers with disabilities but also enhances the overall travel experience by offering more tailored and reliable options.

Enhancing the Travel Experience

United’s new digital tool, available on its app and website, makes it easier for customers who use wheelchairs to find flights that can best accommodate their mobility devices. The airline also offers a refund of the fare difference if a customer needs to pay more for a flight that can accommodate their wheelchair, ensuring fair and accessible travel options.

Vincenzo Piscopo, CEO and President of United Spinal Association, praised the collaboration: “I commend United’s commitment to making the travel experience more accessible for people with disabilities. This partnership demonstrates that accessible travel is a reality, and every step forward brings us closer to a more inclusive travel experience for the disability community.”

Additional Accessibility Initiatives

In addition to the digital sizing tool, United has implemented several product and policy changes to improve the experience for people with disabilities:

• Ramp Agent Technology: Mobile technology indicates when a wheelchair is on a flight, ensuring better preparation and handling.
• Braille on Aircraft Interiors: United was the first U.S. airline to add Braille to aircraft interiors, aiding travellers with visual disabilities.
• Enhanced Mobile App: Increased colour contrast, more space between graphics, and better integration with screen reader technologies.
• Accessible Inflight Entertainment: Features include closed captioning, text-to-speech controls, and audio-described movies.
• Bridge Business Resource Group: Supports employees of all abilities and promotes an inclusive workplace environment.

United Airlines’ commitment to accessibility and innovation is evident in these initiatives, which aim to create a more inclusive travel experience for all customers. The collaboration with United Spinal Association and the introduction of the digital sizing tool are significant milestones in this journey.