United Airlines Launches ‘Industry-First’ Tool for Wheelchair Users

United Airlines has unveiled its new digital sizing tool to help wheelchair users book flights.

Described as an “industry-first initiative,” the new tool makes it easier for customers to identify flights that can accommodate their specific personal mobility device, based on measurements. 

If a customer is unable to use a preferred flight because of size restrictions (i.e. the cargo bay doors are too small for their device’s specifications), and the alternative flight they book is more expensive, they may be eligible for a refund of the fare difference. 

The new tool can be accessed via the United app or the airline’s website, united.com.

“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,” said Linda Jojo, executive vice president and chief customer officer for United. “These new tools and policies also set our employees up for success, especially those working on the ramp or at the gate.”

The airline developed the new tool with the participation of its Accessible Travel Advisory Board, as well as the organizations Numotion and United Spinal Association. Numotion is the largest provider in the U.S. of products and services for individuals with mobility limitations, while United Spinal Association is a disability-led membership organization representing the nation’s 5.5 million wheelchair users.  

“United’s new tool is a fantastic development for wheelchair users,” said Mike Swinford, CEO of Numotion. “By streamlining the flight selection process and ensuring compatibility with specific mobility devices, travelers can focus on enjoying their journeys.”

David Lyons-Black, a Canadian travel advisor specializing in Accessible Travel, told TMR the new tool is a positive move for the industry, noting it will make travel planning easier—for travelers who use mobility devices as well as travel agents. 

A wheelchair user himself, Lyons-Black understands the unique needs of clients with disabilities. “It’s a simple tool because that’s the problem: cargo doors… Having these tools available to everyone will make every trip easier.”