More than 20,000 customers who travel with wheelchairs have already used United Airlines’ 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 another way to further improve the travel experience for customers with disabilities, United has also started a new collaboration with the 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, United Airlines. “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 website, 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.
“I am thrilled about this collaboration with United Airlines,” said Vincenzo Piscopo, Chief Executive Officer and President, 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.”
Hear more from United Airlines at FTE Global – the “CES of Aviation” – taking place in Los Angeles on 28-30 October 2024. Kristen Berndt, Senior Manager, Customer Strategy & Innovation, United Airlines; Sagi Varghese, Managing Director, Airport Operations & CSD Technology, United Airlines; Kaveh Dabiran, Managing Director, Corporate Real Estate Planning & Development, United Airlines; and Stanley Tran, Corporate Development – United Airlines Ventures, United Airlines, are among the inspirational speakers.
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