While able-bodied travelers probably don't think about it, there are millions of airline passengers who rely on wheelchairs.
And while wheelchair mishandling doesn't exactly equate to the number of misplaced bags, it's a big enough problem that United Airlines decided it could probably single-handedly remedy the situation.
The airline has released a new digital sizing tool designed to help passengers decide which aircraft is suitable for their wheelchair. To show that it's serious about this issue, United plans to refund the difference in fares if you have to pay extra for an alternative flight with a larger cargo door.
Last year, United and United Express together transported more than 200,000 inspected wheelchairs, with 1.09 mishandled wheelchairs and scooters per 100 carry-ons. By comparison, this metric may not make as many headlines as United Airlines' other recent issues (hydraulics, missing wheels, etc.), but it's about 30% higher than Delta Air Lines, which has the best record in that category.
“The more we know about our customers' devices, the better their experience can be from booking and check-in to the flight itself,” said Linda Jojo, executive vice president and chief customer officer at United Airlines. It becomes more sexual,” he said. “These new tools and policies will position our employees, especially those working ramps and gates, for success.”
How to use
People who fly on United Airlines and need to bring a personal wheelchair on a flight can visit the United app or United.com and use the filters on the flight search results page before choosing a flight.
Step 2 appears after the customer clicks the wheelchair filter tab near the top of the screen when entering specific dimensions for their mobility device. At that point, an image will appear in the search results to identify which flight options can accommodate those dimensions, and the customer will know if their wheelchair will fit.
However, due to the size of the aircraft's cargo hold door, it cannot accommodate a larger power wheelchair and must be taken on a higher fare United Airlines flight on the same day and between the same origin and destination that can accommodate the wheelchair. If not, the customer can request a refund of the freight difference.
United Airlines offers loan service even if wheelchair is damaged
United Airlines adds more benefits to wheelchair/scooter users. If you are flying through George Bush Houston Intercontinental Airport and your wheelchair is damaged or delayed during your trip, the airline will provide you with a suitable loaner wheelchair.
The company understands that wheelchairs tend to be tailored to a person's size, weight, bone structure, etc., and currently offers specialized wheelchairs for rental at its Houston hub that improve comfort and stability. I'm testing an adjustable Permobil cushion.
The company said it will also reimburse transportation costs if customers choose to wait somewhere other than the airport.
Gary Guthriereporter
Gary's primary focus on the ConsumerAffairs news team is travel and technology, including the hearing aid industry. (He has also been a hearing aid user for over 15 years.) Prior to working here, in addition to serving as a program consultant for radio and television stations in approximately 20 markets across the United States, he is also a presentation developer for Jack Daniel and others. did. Procter & Gamble, AT&T, Columbia University.
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