United Airlines has reached an agreement with the Transportation Department to introduce a unique flight filter in its booking engine, designed to assist passengers with mobility disabilities in finding flights where their wheelchairs can be securely transported in the cargo hold. Additionally, United will be the first U.S. airline to reimburse customers for any fare increase if they need an alternative flight to accommodate their wheelchair.
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GLOUnited Airlines has reached an agreement with the Transportation Department to introduce a unique flight filter in its booking engine, designed to assist passengers with mobility disabilities in finding flights where their wheelchairs can be securely transported in the cargo hold. Additionally, United will be the first U.S. airline to reimburse customers for any fare increase if they need an alternative flight to accommodate their wheelchair. This agreement comes in response to a complaint filed against United by Engracia Figueroa, whose motorized wheelchair was damaged on a United flight in July 2021, leading to a series of unfortunate events that culminated in her death three months later.
U.S. airlines have faced challenges in handling wheelchairs, with a reported mishandling rate of 1.45% for the 10 largest U.S. carriers between 2019 and 2022. United and United Express flights had a slightly lower mishandling rate of 1.2% during that period. Some of the primary reasons for wheelchair damage include size compatibility with cargo doors and inadequate securing in cargo holds.
As part of its agreement with the DOT, United will launch a new booking tool early next year to improve the accessibility of flights for passengers with wheelchairs. The airline will also conduct a six-month pilot program at Houston Bush Intercontinental Airport to explore better ways to assist travelers whose wheelchairs are damaged or delayed. This program will focus on addressing issues between a customer’s arrival and when United returns the wheelchair or provides a suitable loaner if necessary. United plans to work with its Accessible Travel Advisory Board, consisting of individuals with disabilities, to implement initiatives like offering specialized seating and reimbursing transportation expenses for customers who choose to wait at a location other than the airport.
Source: United
