After the success of its digital wheelchair sizing tool, United Airlines is continuing to elevate its accessibility credentials rolling out Braille interiors, enhanced mobile features and accessible entertainment systems, alongside a new partnership with United Spinal Association. Olivia Palamountain reports

More than 20,000 passengers who use wheelchairs have utilised United Airlines‘ innovative digital sizing tool since its launch in March 2024, contributing to a significant boost in customer satisfaction scores, the American carrier has announced.

The world’s largest airline reported that feedback from customers using the digital feature, which matches aircraft size with wheelchair dimensions, has helped drive an almost four-point improvement in satisfaction scores compared to the previous year.

David Kinzelman, United’s chief customer officer, characterises the tool’s early success as “an encouraging development” in their efforts to improve travel for customers of all abilities.

The digital tool, available on United’s app and website, enables passengers who use wheelchairs to identify flights that can best accommodate their personal mobility devices. The airline has also implemented a policy allowing customers to seek refunds if they need to pay more for flights that can accommodate their wheelchairs.

In a move to further enhance accessibility, United has announced a new collaboration with United Spinal Association, collaborating with their community of experts and harnessing their valuable feedback to help us better meet the specific needs of wheelchair users.

“This partnership demonstrates that accessible travel is a reality,” says Vincenzo Piscopo, chief executive officer and president of United Spinal Association. “Every step forward brings us closer to a more inclusive travel experience for the disability community.”

The airline has introduced several other accessibility improvements of late, including mobile technology for ramp agents to track and verify wheelchair loading, enhanced mobile app features for visually impaired users and accessible inflight entertainment systems with features such as closed captioning and audio-described films.

The addition of Braille to aircraft interiors in 2023, with full mainline fleet implementation expected by end of 2026, is also in effect.