United Airlines has reached a significant milestone in accessible air travel, helping more than 20,000 customers with wheelchairs find the most suitable aircraft for their mobility needs using its industry-first digital sizing tool. Launched in March 2024, the tool has already had a measurable impact, boosting United’s customer satisfaction scores by nearly four points.
This groundbreaking digital feature, available through the United Airlines app and united.com, allows customers to input the specific dimensions of their wheelchair to receive tailored recommendations for flights that can best accommodate their mobility devices. The tool helps passengers avoid potential issues with fitting their wheelchairs into storage areas, ensuring a smoother travel experience from the moment they book their flight.
Accessibility Initiatives and Industry Leadership
Building on the success of the digital sizing tool, United Airlines is expanding its commitment to accessibility through a new collaboration with the United Spinal Association, a leading advocacy group for people with spinal cord injuries and disabilities. This partnership is expected to drive further innovation in the services United offers to passengers with disabilities.
“The early success of our digital sizing tool is an encouraging development in our ongoing efforts to improve the travel experience for all customers,” said David Kinzelman, United’s Chief Customer Officer. “Working with United Spinal Association, we will explore even more impactful solutions that make air travel more accessible and inclusive.”
Vincenzo Piscopo, CEO and President of United Spinal Association, praised the airline’s commitment to accessibility, stating, “United Airlines is setting a standard in the industry by prioritizing accessible travel. This partnership demonstrates that accessible travel is becoming a reality, and every step forward brings us closer to a more inclusive travel experience for the disability community.”
Enhanced Services and Technology for Passengers with Disabilities
In addition to the digital sizing tool, United Airlines has introduced several key accessibility features in recent years to better serve customers with disabilities:
- Mobile Technology for Ramp Agents: United provides ramp agents with mobile technology that tracks when a wheelchair is onboard, ensuring that every wheelchair is accounted for before a flight departs. The technology prevents flights from closing out until all wheelchairs are properly loaded, significantly reducing the risk of misplaced or damaged mobility devices.
- Braille Integration: United became the first U.S. airline to incorporate Braille signage in its aircraft cabins in 2023, making it easier for passengers with visual impairments to independently navigate the cabin. United plans to expand this initiative across its entire fleet by 2026, further enhancing the experience for blind and low-vision travelers.
- Accessible Seatback Entertainment: United’s inflight entertainment systems offer a wide range of accessibility features, including closed captioning, text-to-speech controls, magnification options, explore-by-touch capabilities, and audio-described movies. This allows passengers with disabilities to enjoy entertainment with ease and independence.
- Mobile App Improvements: United’s mobile app has been optimized to better serve passengers with visual impairments by increasing color contrast, improving spacing between graphics, and enhancing integration with screen reader technologies like VoiceOver and TalkBack.
Advancing Accessible Travel
United’s leadership in making air travel more accessible is part of its broader commitment to inclusivity. The airline’s Bridge Business Resource Group, which is dedicated to fostering a workplace that empowers people of all abilities, has played a pivotal role in these advancements. Bridge members regularly provide insights that help improve the travel experience for passengers with disabilities.
Furthermore, United offers passengers with disabilities the option to request a refund of the fare difference if they are required to pay more for a flight that can accommodate their wheelchair. This policy ensures that customers with mobility devices are not unfairly charged extra for accessible flights, demonstrating United’s dedication to equity in travel.
Looking Forward: More Inclusive Air Travel
United Airlines is continuously working to improve the travel experience for customers with disabilities. With its United Next plan, the airline is set to take delivery of about 700 new narrow- and wide-body aircraft by the end of 2032, each equipped with the latest in seatback entertainment and accessibility features. As part of its ongoing efforts to lead the industry in accessible travel, United remains committed to identifying and implementing new ways to support travelers of all abilities.
With partnerships like the one with United Spinal Association, United aims to set new benchmarks for accessible air travel, ensuring that passengers with disabilities receive the highest standard of care and service.
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