Press release
United Helps 20,000+ Customers Find Right Aircraft for their Wheelchair with Industry-First Digital Sizing Tool
Launched in March 2024, new digital feature better matches aircraft size with wheelchair dimensions and has helped boost overall customer satisfaction scores
About this update from United Airlines Holdings, Inc.
[{"type":"text","content":"Launched in March 2024, new digital feature better matches aircraft size with wheelchair dimensions and has helped boost overall customer satisfaction scores by nearly four points\nNew collaboration with United Spinal Association expected to further strengthen overall accessibility initiatives at world's largest airline\nCHICAGO, Oct. 17, 2024 /PRNewswire/ -- 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.\n\nAs 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.\n\"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,\" said David Kinzelman, Chief Customer Officer for United. \"We look forward to working together with United Spinal to explore even more impactful solutions in the future; collaborating with their community of experts and harnessing their valuable feedback will help us better meet the specific needs of our customers who use wheelchairs.\"\nEarlier 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 also announced that customers may seek a refund of the fare difference if a customer needs to pay more for a flight that can accommodate their wheelchair. Customers seeking a refund of the fare difference will need to follow United's process; United will promptly ensure they receive the difference in fare after review.\n\"I am thrilled about this collaboration with United Airlines,\" said Vincenzo Piscopo, Chief Executive Officer and President of United Spinal Association. \"I commend their commitment to making the travel experience more accessible for people with disabilities and their decision to choose United Spinal Association as a partner in this journey. This partnership demonstrates ...