United is making flight bookings easier for wheelchair users

United Airlines has improved booking options on the website and via the United app specifically for wheelchair users. This is intended to make it easier for those affected to find suitable flights on which they and their wheelchairs can be transported. They can also have the difference refunded if it is not possible to take their wheelchair with them on the flight and they have to choose another, more expensive connection instead.

Specifically, you can now enter the exact dimensions of a wheelchair when searching for a flight. Accordingly, the query will then highlight the flights that are carried out with machines that are suitable for transport. The dimensions of the cargo hatch are particularly important, as they vary in size depending on the aircraft type. For example, owners of larger motorized wheelchairs can find out whether their devices can be transported. If the cargo hatch of the aircraft used on the desired flight is too small for the wheelchair and the passenger therefore has to choose another flight on the same day on the same route that is more expensive, he or she can have the difference refunded.

United announced this new feature, now in beta, last year along with other initiatives. In 2023 alone, more than 200.000 guests who rely on wheelchairs booked flights with United. The airline wants to make flying easier for them in general, which is why it also works with renowned institutions such as the United Spinal Association, the largest disability-oriented membership organization in the USA, which represents around 5,5 million wheelchair users, and Numotion, the largest US provider of products and services for people with limited mobility.

In addition, United is testing a new program in Houston at George Bush Houston Intercontinental Airport to assist passengers whose wheelchairs accidentally arrive late in Houston or are damaged in transit. The aim here is to provide passengers with adequate, high-quality rental wheelchairs until they can use their own devices again. United ground staff are also using a new app that, among other things, informs employees when wheelchairs are to be transported so that they can ensure proper handling. The app is also intended to ensure that the flight does not take off until all wheelchairs have been loaded.