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Home » United Airlines » United Airlines Quietly Adds Disabled Exception To Mask Policy
NewsUnited Airlines

United Airlines Quietly Adds Disabled Exception To Mask Policy

Matthew Klint Posted onFebruary 2, 2021November 14, 2023 7 Comments

a man and woman wearing face masks

United Airlines is joining American Airlines in adding a disabled exception to its mask policy in order to comply with a new federal mandate.

United Airlines Adds Exception To Mask Policy For Disabled Passengers

U.S. airlines, including United Airlines, support the new federal mask mandate overall primarily because it will put more teeth in pre-flight, boarding, and onboard announcements.

In addition to the mask requirements, you will now hear the following:

Failure to comply with the law is a federal offense and may result in denial of service and removal from the airport or aircraft, as well as monetary fines of up to $35,000.

In a memo reviewed by Live and Let’s Fly, United reminds staff that exceptions will be limited and those who have been vaccinated must still wear a facial covering onboard:

  • Exceptions do not apply to people for whom mask wearing is merely difficult or inconvenient.
  • Those who have received the COVID-19 vaccine are not exempt from the mask requirement.
  • Masks must be worn between bites and sips while eating and drinking.

What the memo does not state is what those exceptions are. For that, I reviewed another memo sent to flight attendants which outlines the exception process for “extraordinary circumstances” onboard. In part, it notes:

All customers (and employees) over the age of 2 must wear a face covering onboard. Extraordinary circumstances are thoroughly reviewed by a panel of experts – including internal and external medical experts, legal and security – and follow a strict approval process.

From time to time, customers contact United before a flight or at the airport to discuss rare, sensitive situations that may make them exempt from our onboard mask requirement. While we’ll make every effort to brief you of these situations in advance of boarding, there may be a situation where this information isn’t relayed to you in a timely manner.

If, prior to departure, a customer states that they have an approved exemption while onboard, please consult with the Customer Service Representative (CSR) and the Captain using the huddle process for resolution.

Takeaway: United Airlines will add a much more complicated exception process than on American Airlines for customers with disabilities who wish to travel without a mask.

Requests will be escalated to a board, where a decision will be made. Live and Let’s Fly asked United for more details on the process, but spokesperson declined to elaborate.

CONCLUSION

United will now make an exception to its no-mask-no-fly policy for passengers with disabilities. However, unlike American Airlines, it will not be as easy as a doctor’s note and negative COVID-19 test.

Live and Let’s Fly argued against the federal mask mandate, insisting it would create more loopholes to avoid mask compliance. We believe the news from American Airlines and United Airlines today validates our viewpoint.


> Read More: American Airlines Adds Mask Exemption For Disabled Passengers
> Read More: Federal Mask Mandate On Planes Is Regress, Not Progress (Op-Ed)


image: United Airlines

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About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

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7 Comments

  1. Andy K Reply
    February 2, 2021 at 2:00 pm

    Please don’t make fun of the disableds.

  2. Derek Reply
    February 3, 2021 at 3:16 pm

    If the rule is now you can only lower your mask to take a bite but then have to put it back on immediately after you took your bite, all food and beverage service from any flight departing the USA or arriving in the USA should be banned. The rule then should be no eating or drinking allowed

    The new rule mandates excessive mask touching, which defeats the purpose of the mask

    • emercycrite Reply
      February 3, 2021 at 8:30 pm

      An excellent point. Having to mask up in between bites or sips is ridiculous.

  3. Anya Lee Reply
    February 9, 2021 at 12:13 pm

    Horrible, simply put. I am a Gold member, and dont wanna fly with UA anymore.
    That is rididculous, indeed.
    And that they just “quietly” added that new policy says its all. I just called UA, and they said, NO- there is no exemption at all… They dont want people to know….how connving.

  4. Sonal Divecha Reply
    February 22, 2021 at 11:55 am

    Hi! I am frustrated with the strict mask policy from United airlines. My daughter (who has cerebral palsy, visual impairment, developmental delay and behavioral issues) needs to fly for medical treatment to Panama and does not keep a mask on. She gets very agitated and has self injurious behavior and inflicts injuries to those around her. She cannot safely wear a mask. There is a new mask policy per the cdc mask order in effect from February 1st that exempts a person with a disability who cannot wear a mask, safely wear a mask because of the disability as defined by the Americans with disabilities act. Many airline have changed their mask policy including American, delta and Alaska airlines starting February 2nd. United Airlines states they are not making any exceptions and that I need to discuss it at the ticket counter on the day of departure, but I will likely not get an exemption. How can United not follow the CDC mask order and make it a requirement? There has to be exceptions in special situations.

    If anyone can please help and take this matter to corporate or other means to have it addressed to help Riya and others in her situation.

    Thank you all!

  5. Pingback: United Airlines Rolls Out A Process To Skip Wearing A Mask On Board - View from the Wing
  6. Pingback: American now accepting mask exemptions for disabled passengers - Runway GirlRunway Girl

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