Launched in March
2024, new digital feature better matches aircraft size with
wheelchair dimensions and has helped boost overall customer
satisfaction scores by nearly four points
New collaboration with United Spinal
Association expected to further strengthen overall accessibility
initiatives at world's largest airline
CHICAGO, Oct. 17,
2024 /PRNewswire/ -- More than 20,000 customers who
travel with wheelchairs have already used
United's industry-first digital sizing tool since it launched
in March 2024, with feedback from
those customers helping contribute to a nearly four-point
improvement in customer satisfaction scores compared to a year
earlier.
As part of today's announcement and as another way to further
improve the travel experience for customers with disabilities,
United also began a new collaboration with United Spinal
Association to help advise and support the carrier.
"The early success of our digital sizing tool is an encouraging
development in our ongoing efforts to find more ways to improve the
travel experience for customers of all abilities," said
David Kinzelman, Chief Customer
Officer for United. "We look forward to working together with
United Spinal to explore even more impactful solutions in the
future; collaborating with their community of experts and
harnessing their valuable feedback will help us better meet the
specific needs of our customers who use wheelchairs."
Earlier this year, United launched the new digital tool on its
app and united.com, making it easier for customers who use
wheelchairs to find flights that can best accommodate the specific
dimensions of their personal mobility device. The airline also
announced that customers may seek a refund of the fare difference
if a customer needs to pay more for a flight that can accommodate
their wheelchair. Customers seeking a refund of the fare difference
will need to follow United's process; United will promptly ensure
they receive the difference in fare after review.
"I am thrilled about this collaboration with United Airlines,"
said Vincenzo Piscopo, Chief
Executive Officer and President of United Spinal Association. "I
commend their commitment to making the travel experience more
accessible for people with disabilities and their decision to
choose United Spinal Association as a partner in this journey. This
partnership demonstrates that accessible travel is a reality, and
every step forward brings us closer to a more inclusive travel
experience for the disability community. I hope to see continued
improvements not only from United Airlines but also throughout the
entire travel industry."
In addition to the digital sizing tool, United has made several
product and policy changes recently to improve the experience for
people with disabilities:
- Providing ramp agents mobile technology that indicates
when a wheelchair is on a flight to help ensure they are better
prepared to receive and load it. The technology also inhibits ramp
agents from closing out a flight until they acknowledge that
they've loaded all wheelchairs.
- In 2023, United was the first U.S. airline to add
Braille to aircraft interiors, helping millions of travelers
with visual disabilities more easily navigate the cabin
independently. United expects to outfit its entire mainline fleet
with Braille by the end of 2026.
- The United mobile app makes it easier to use for people
with visual disabilities with increased color contrast, more space
between graphics and reordering how information is displayed and
announced to better integrate with the screen reader technologies
like VoiceOver and TalkBack.
- United's Inflight Seatback Entertainment screens offer a
wide range of accessible features such as closed captioning,
text-to-speech controls, magnification, explore-by-touch
capabilities, audio described movies, and adjustable and
high-contrast text and color correction. As part of United Next,
the airline's historic growth plan, the carrier expects to take
delivery of about 700 new narrow and widebody aircraft by the end
of 2032, all of which will include the latest in seatback screen
entertainment options.
- Through Bridge, United's Business Resource Group for people
of all abilities, employees help create a workplace environment
where all can strive to achieve their maximum potential and support
our commitment to being an ally for customers with
disabilities.
About United
At United, Good Leads The Way. With U.S. hubs in Chicago, Denver, Houston, Los
Angeles, New
York/Newark, San Francisco and Washington, D.C., United operates the most
comprehensive global route network among North American carriers
and is now the largest airline in the world. For more about how to
join the United team, please visit www.united.com/careers and
more information about the company is at www.united.com. United
Airlines Holdings, Inc., the parent company of United Airlines,
Inc., is traded on the Nasdaq under the symbol "UAL".
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SOURCE United Airlines