United Airlines on Thursday began rolling out a new tool aimed at making travel easier for passengers who rely on wheelchairs for mobility.
The airline has introduced a new filter on its search results page that allows passengers to enter the specifications of their wheelchair and prioritize flights on aircraft that can accommodate that specific mobility device.
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The tool, which United first announced last fall, identifies flights based on the physical dimensions of the wheelchair and the type of power source it uses.
After searching for a flight on the airline’s website or mobile app, passengers can select the ‘Wheelchair’ option and enter their details.
If a customer needs to book a more expensive itinerary to sit on a plane that can accommodate their wheelchair, United will refund the fare difference, the airline said.
Different aircraft have different sized cargo doors and holds, which can pose a challenge for passengers who need to travel in wheelchairs, especially those with specialized or modified equipment.
In addition, the airline said it is testing a new program at its Houston hub at George Bush Intercontinental Airport (IAH) to test new ways to assist passengers if their wheelchairs are damaged or lost in transit.
The airline didn’t share many details about the program in its announcement, but said it would focus on the time between when a passenger’s flight arrives and when they are reunited with a lost wheelchair or “suitable” loaner to use while their wheelchair is positioned or secured.
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“The more we know about a customer’s device, the more likely their experience will be a good one – from booking and checking in to the flight itself,” said Linda Jojo, executive vice president and chief customer officer at United. a statement. “These new tools and policies will also ensure our employees can succeed, especially those who work on the platform or at the gate.”
While the new tool should be useful, it does come with limitations for some passengers, including those traveling to or from smaller airports served only by regional jets, meaning there is no larger aircraft for them to attempt to fly. The tool only includes flights operated by United itself, and not all flights operated by Star Alliance partners. And passengers whose wheelchairs are lost or damaged at airports other than IAH will not benefit from the pilot until – or unless – it is expanded.
Still, the announcement marks a relatively major step by an airline to improve the way it approaches accessibility, an ongoing challenge for both airlines and affected passengers.
Improve Accessibility: United will add Braille signage to all its aircraft, a first in accessibility
The difficulties wheelchair users face when traveling have come under increasing scrutiny since late 2021, following the death of a disability advocate.
Engracia Figueroa, 51, died several months after a United Airlines flight in which airline employees allegedly accidentally damaged her $30,000 custom wheelchair. While at the airport in a loaner wheelchair – a broken manual wheelchair – she reportedly suffered a pressure ulcer, which her family said led to complications that ultimately resulted in her hospitalization and death.
United and its regional airlines transported 152,549 wheelchairs and mobility scooters in 2023, according to data from the Department of Transportation’s Bureau of Transportation Statistics. Of these, 1,761 were mistreated in some way, or 1.15%.
The BTS defines mishandled baggage and wheelchairs as baggage and wheelchairs checked into the cargo hold that are ‘lost, damaged, delayed and stolen’.
In recent years, airborne accessibility has become a bigger conversation, whether it’s the safe handling of passenger wheelchairs, the size of restrooms, or the practicality of evacuation safety standards.
In July, United began adding Braille signage to its aircraft cabins, making it easier for passengers who are blind or have significant visual impairment to identify their seats and different areas inside and outside the restrooms.
Last month, the Ministry of Transport proposed new rules that would sharply punish airlines for mishandling passengers’ wheelchairs, while imposing new training and operational standards on airlines.
Related: DOT proposes sweeping rules for how airlines handle passenger wheelchairs
“The basic promise of transportation is the idea that everyone should be able to travel safely and freely to the places they need to go,” Transportation Secretary Pete Buttigieg said during a conference call with the media in February, prior to announcing the new proposal. “If someone can’t travel simply because someone else decides it’s too difficult to accommodate them, the world shrinks.”
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