United Airlines is taking steps to make it easier for people with disabilities to find flights that accommodate wheelchairs. (think stock)
In what is seen as a precedent-setting move, a major airline plans to give travelers with disabilities the ability to filter flights on its website based on accessibility.
United Airlines said it will become the first airline to offer people with disabilities the ability to quickly see on its website which flights can accommodate multiple wheelchairs.
Starting early next year, people will be able to enter the exact dimensions of their wheelchair and the website will prioritize flights on planes with cargo hold doors large enough to accommodate the specified size.
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“By offering customers an easy way to know if their personal wheelchair will fit on a particular aircraft, we can give them the peace of mind they deserve when they fly with us,” said Linda Jojo, United executive vice president and chief customer officer. . “Additionally, collecting this information ahead of time ensures that our team can handle these special items with proper care and attention.”
The change occurs as a result of a deal with the U.S. Department of Transportation in response to a complaint from Engracia Figueroa, a disabled passenger whose motorized wheelchair broke during a United flight in 2021. Figueroa died about three months later, a result her attorney she attributed to injuries sustained when she was left sitting in an ill-fitting manual wheelchair for hours after disembarking.
In addition to providing clearer information about whether flights can accommodate certain wheelchairs, United is committed to refunding the price difference to travelers who must select a more expensive flight option due to the size of their wheelchair.
The airline said it will also pilot a program at George Bush Houston Intercontinental Airport to better accommodate passengers whose wheelchairs are damaged or delayed in flight, providing specialized seating in the terminal and reimbursing transportation costs for those who wish to wait somewhere other than the airport.
Under the agreement with the Department of Transportation, United will seek feedback from each passenger who checks in a wheelchair to inform the airline’s procedures in the future.
“Everyone should be able to travel safely and with dignity, and I’m glad United is taking steps to improve its service for passengers who use wheelchairs,” said Transportation Secretary Pete Buttigieg.
Between 2019 and 2022, U.S. airlines mishandled 32,640 wheelchairs and scooters, or about 1.45%, on domestic flights, according to the settlement United Airlines reached with the Department of Transportation. United had the third best record, with a 1.2% average rate of mishandled wheelchairs.
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