United Airlines' Digital Wheelchair Sizing Tool Improves Travel Experience

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For those with mobility disabilities, traveling can be far more challenging than one might expect, as there are very few industry tools available that allow one to understand what aircraft may be able to accommodate wheelchairs and mobility devices.

United Airlines, however, attempted to address many of these challenges when it launched its wheelchair sizing tool earlier this year, hoping to expand accessibility by providing passengers with a quick way to understand which aircraft will be able to fit their mobility devices.

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For months now, United Airlines passengers have been able to examine whether their wheelchairs will be able to fit onboard an aircraft they are going to fly on during the booking process, providing them with a simple way to explore their accessibility options. As expected, the new system has significantly improved the travel experience for those who require mobility accommodations, as per the latest data released by United.

According to statistics from the airline, more than 20,000 customers have already used the industry-leading tool since it was launched towards the end of April 2024. The carrier has also been able to incorporate the results of dozens of feedback surveys, allowing it to improve its customer satisfaction ratings by nearly 4%.

United also announced today that it would be launching a new collaboration with the United Spinal Association, hoping that the organization will be able to leverage its expertise to best support the carrier with its accessibility initiatives. United's leadership team has been quick to note its excitement following today's announcement, with Dan Kinzelman, the carrier's Chief Commercial Officer, sharing the following words:

"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."

The executive also added his excitement about United's new collaboration with the United Spinal Association, praising the organization's ability to develop impactful solutions. Furthermore, Kinzelman indicated that he looked forward to utilizing the valuable feedback to better meet the needs of United customers.

The carrier's new wheelchair tool was also introduced alongside a new policy that allowed customers to seek a refund if they were forced to pay for a more expensive flight to accommodate their wheelchair. Other recent United accessibility initiatives include all the following:

As one of America's leading organizations that supports individuals with mobility disabilities, the United Spinal Association is excited to begin helping United deliver on many of its sustainability objectives. In a statement, Vincenzo Piscopo, the CEO and President of the organization, said as follows:

"I am thrilled about this collaboration with United Airlines. 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."

Piscopo went on to add that this partnership demonstrates a major step being taken towards making accessible travel a reality. Furthermore, the executive noted that every additional collaboration of this kind will continue to help improve the travel experience for those with mobility disabilities.

The carrier has since made sure disabled customers have a better experience in the future.

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Accomodations for disabilities at UAL rather than woak accomodations. actual benefits to society. Great efforts.

I'm sorry why is United trying to get kudos for this when Southwest, American and Delta all have no issues fitting passengers wheelchairs in their baggage compartments. As a Chicagoan I fly United a lot but it's getting to the point that it's annoying that this airline expects kudos for things they should be doing. They are in the business of customer service stop expecting goodwill for doing your job and actually caring about your customers, something you should have been doing decades ago.

Try the same thought in the uk. I use wheels and most places find it strange I cannot get out of them and walk. Whether they are the only ones or the last in the queue I would be thankful at least

Kudos to UA.

while there are some comments down the bottom that dont seem that united should get some credit, is frankly just complaining without knowing

those that work in the disability sector, or are a wheelchair user, they will often know a lot more than the average person

it is also not fair on the customer service agents to know the ins and outs, as they might not deal with the needs, or wheelschairs often

this is a flat simple tool that outlines to the travellers, but also the staff, as to what is going to work,, but also the methods/metric

it should be used as a tool that creates a common, easy to understand ground for all parties to know what will fit and what might not

Even a stopped clock...

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