United Airlines Boosts Accessibility services with Digital Sizing Tool

• October 21, 2024
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United Airlines has enhanced its services for passengers with disabilities, with over 20,000 customers using its new digital wheelchair sizing tool since March 2024. The tool, accessible on United’s app and website, helps customers find flights that can accommodate their mobility devices, leading to a nearly four-point increase in customer satisfaction scores over the past year. The airline also offers refunds for fare differences if customers must choose higher-priced flights to accommodate their wheelchairs.

To further its commitment, United announced a partnership with the United Spinal Association. David Kinzelman, Chief Customer Officer, said, “The early success of our digital tool shows our dedication to improving the travel experience for customers of all abilities.”

The collaboration aims to explore more inclusive solutions with the help of the association’s experts. Vincenzo Piscopo, CEO of United Spinal Association, praised the initiative, saying it demonstrates United’s commitment to accessible travel.

Key Accessibility Enhancements

• New Ramp Agent Tech: Improved mobile technology helps agents manage and track wheelchairs during flights.
• Braille in Aircraft Interiors: United is the first U.S. airline to introduce Braille markers, with plans to cover its entire fleet by 2026.
• Enhanced Mobile App: The app now features better contrast, spacing, and screen reader integration for visually impaired users.
• Accessible Inflight Entertainment: United’s entertainment systems offer closed captioning, audio descriptions, and more.
• These changes are part of United’s broader accessibility efforts, which are supported by its employee-led Bridge Business Resource Group. United is committed to fostering an inclusive environment for both travelers and staff.