United Airlines has launched a new digital tool on its app and website that makes it easier for passengers who use a wheelchair to identify flights that can best accommodate the specific dimensions of their mobility device.
United Airlines Makes Wheelchair Travel Easier And More Humane
More than 200,000 wheelchairs were checked onto a United flight last year. To better serve those passengers who travel with a mobility device, United Airlines has added new functionality across its booking platforms to make it easier to choose the right flight.
Here’s how it works:
- Passengers traveling with a wheelchair can visit the United app or united.com and use the filters on the flight search results page before selecting their flight
- After clicking on the wheelchair filter tab near the upper portion of the screen, passengers can then enter the specific dimensions of their wheelchair
- The search results will identify which flight options will accommodate those dimensions and indicate to the passenger that their wheelchair fits
Furthermore, if a passenger 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 passenger can submit a refund request for the fare difference on united.com.
United collaborated with the United Spinal Association and Numotion on this new initiative.
Linda Jojo, Executive Vice President and Chief Customer Officer for United, explained:
“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. These new tools and policies also set our employees up for success, especially those working on the ramp or at the gate.”
The size of aircraft cargo hold doors varies, so some aircraft are better able than others to handle larger motorized wheelchairs.
New Program For Damaged Wheelchairs In Houston
At George Bush Houston Intercontinental Airport, United is testing a new program to assist passengers if their wheelchair is damaged or delayed while traveling. The goal is to get a passenger reunited more quickly with their wheelchair in case of a delay or a loaner if their own wheelchair is damaged.
United is currently testing “specialized, adjustable Permobil cushions” for loaner wheelchairs in Houston that “better match the customer’s needs and improve comfort and stability.” The idea is that the loaner will have cushions that can more closely align with the passenger’s preferences rather than a one-size-fits-all chair.
Transportation expenses will also be covered if a passenger does not wait at the airport to reclaim the damaged or missing wheelchair.
Accountability For Ramp Agents
To further safeguard passengers traveling with wheelchairs, United Airlines is providing ramp agents with new mobile technology that indicates when a wheelchair is on a flight to ensure they are prepared to receive and load it. The technology restricts ramp agents from closing out a flight until they acknowledge that they’ve loaded all wheelchairs.
The Inherent Problem Of Transporting Wheelchairs
We often see headlines about airlines mangling wheelchairs and while the absolute highest standard of due diligence must be exercised, there is an inherent problem at play. Wheelchairs are fragile, even if they are wrapped in bubble wrap or otherwise protected. Airplanes are prone to turbulence and that can shake things up, particularly in the cargo hold.
Every instance of wheelchair damage is not evidence of negligence by United or any other carrier. Figuring out how to perfectly protect wheelchairs remains elusive and this program itself is an admission that despite several safeguards in place, wheelchairs will continue to be damaged.
CONCLUSION
United Airlines is trying to make it easier for passengers traveling with wheelchairs to choose the best flight. The refund policy for smaller aircraft is downright generous and while the initiatives recognize that damage will still occur, the thoughtful approach to this issue recognizes that dignity is not lost when a passenger is confined to a wheelchair.
images: United Airlines
Do I read correctly ? “Chicago to Houston … 4 STOPS … 11 HOURS and 43 Minutes” ?
That would totally zone-out the disabled passenger .
No thanks .
That’s progress but I feel like Delta and Alaska have been the best from my experience in accommodating wheelchair-bound passengers. They help them board about 30 minutes before boarding, make sure there is space to stow their wheelchair on board, and other things to help them to make the journey as smooth as possible.
The average person is unaware of just how customized a chair is toward the needs and preferences of people needing mobility assistance. They need their chair to make the flight(s) with them, and to do so unscathed.
While it is true that, even with this new program, mobility devices will continue to be damaged, it is nice to see that someone at United understands the need to do better than what is the airline standard today with regard to chairs arriving with their owners, and condition in which they arrive.
@Bill … +1 . Yep , BUT a 11 hour and 43 minute flight with 4 stops if the best they could do ?