United Airlines Is Making It Easier for Wheelchair Users to Book Flights That Accommodate Them

09.10.2023 - 16:43 / cntraveler.com / Linda Jojo / Airlines

For airline passengers who are wheelchair users, flying is not an easy process. Much of the airline experience, from boarding to using the lavatory to deplaning, can be cumbersome and uncomfortable.

One common issue that these travelers usually face at some point is a chair that was damaged after being placed in the cargo hold. It happens to thousands of travelers each year. In 2022, US airlines mishandled a total of 11,389 wheelchairs and scooters, according to statistics from the Department of Transportation.

The crux of the issue is the fact that not all planes have holds large enough to fit electric wheelchairs and scooters—and wheelchair users have no way to tell if their equipment will fit on the flights they book. “Passengers book on major airlines thinking all is well and don’t understand when it says ‘operated by United Express,’ that means it’s a commuter flight,” says Debra Kerper, a wheelchair user and founder of Easy Access Travel, an agency that specializes in planning accessible trips. A commuter flight on a subsidiary airline means a smaller plane, with a much smaller cargo hold. “When the chairs don’t fit, that is when the ramp crew will start taking the chair apart and that is when the problems begin,” Kerper says.

United Airlines is improving the process with a new booking tool designed especially for wheelchair users. Beginning in early 2024, the airline is introducing a first-of-its kind online filter that will show which aircraft can accommodate different sizes of wheelchairs. Passengers can enter their chair’s unique dimensions along with other flight search criteria, like departure time, fare class, and number of layovers. The search results will then prioritize flights operated by aircraft with cargo doors large enough to accommodate the specific size of the wheelchair.

If a more expensive flight is needed to accommodate a flier’s chair, United will refund the difference in fare. (Passengers will need to fill out a refund request form after they travel.) The new initiative is the result of a partnership between the airline and the Department of Transportation to make the flight process more accessible.

"By offering customers an easy way to know if their personal wheelchair fits on a particular airplane, we can give them the peace of mind they deserve when they fly with us," Linda Jojo, United’s chief customer officer, said in a statement. "Plus, collecting this information ahead of time ensures our team can handle these special items with proper care and attention."

By eliminating the guesswork from the booking process, fliers who use wheelchairs can travel more confidently. “I think that this new booking tool will undoubtedly make the travel experience easier for wheelchair