Press release
United Improves Travel Experience For Customers Who Use Personal Wheelchairs
First-of-its-kind digital flight filter helps determine which aircraft can accommodate different sized chairs, better ensuring safe and secure handling for
About this update from United Airlines Holdings, Inc.
[{"type":"text","content":"First-of-its-kind digital flight filter helps determine which aircraft can accommodate different sized chairs, better ensuring safe and secure handling for these special items\nIn another industry first, United will reimburse customers for any increase in fare if an alternate flight is needed to accommodate their personal wheelchair \nCHICAGO, Sept. 28, 2023 /PRNewswire/ -- United Airlines today announced new technologies and policies to improve the travel experience for customers who use a wheelchair, including a new digital filter on united.com that helps determine which aircraft can accommodate different sized chairs, and refunding the fare difference if a higher-fare flight is needed to accommodate a specific wheelchair size. United expects to launch these new tools early next year.\n\"By offering customers an easy way to know if their personal wheelchair fits on a particular airplane, we can give them the peace of mind they deserve when they fly with us,\" said Linda Jojo, Executive Vice President and Chief Customer Officer for United. \"Plus, collecting this information ahead of time ensures our team can handle these special items with proper care and attention.\"\nNew Flight Filter and Fare Reimbursement\nThe new flight filter on united.com will enable customers to enter the unique dimensions of their personal wheelchair as part of the flight search. The search results will then prioritize flight options on aircraft with cargo hold doors large enough to accommodate the wheelchair dimensions. The size of aircraft cargo hold doors varies, so some aircraft are better able than others to handle larger motorized wheelchairs, which must travel upright. \nIf 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. Customers seeking a refund of the fare difference will need to follow United's process, including completing a short form after they've traveled. United will promptly ensure they receive the difference in fare after review.\nAirport Experience Improvement Program\nLater this year United will begin a six-month pilot program at George Bush Houston Intercontinen...