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U.S. DEPARTMENT OF TRANSPORTATION ANNOUNCES THAT UNITED AIRLINES WILL IMPLEMENT INDUSTRY-LEADING IMPROVEMENTS FOR PASSENGERS USING WHEELCHAIRS

October 10, 2023

The Department of Transportation (DOT) announced that United Airlines will implement industry-leading actions that go above and beyond Federal requirements to improve the air travel experience for passengers who use wheelchairs. This action is part of an agreement with DOT that follows a lengthy investigation by the Department into a disability-related complaint filed against United by a passenger.

The announcement specifies that United will take the following actions:

Roll out a flight filter on its booking engine to make it easier for passengers who use wheelchairs to find flights operated by aircraft where their wheelchairs can fit and be safely transported.
Refund the fare difference for passengers with wheelchairs that use the flight filter when the passenger’s preferred flight cannot accommodate their wheelchair and the flight that they travel on with their wheelchair is more expensive.
Conduct a pilot program to explore whether additional equipment, such as a medical wheelchair or other form of moveable or non-moveable chair, can be utilized to safely accommodate passengers waiting for loaner wheelchairs because of damage or delay to their personal wheelchairs during a flight.
Provide persons whose wheelchairs were damaged or delayed accommodation options, including United ensuring the timely delivery of the loaner wheelchair to the passenger, as part of the pilot program.
Leverage the expertise of DOT’s Accessible Travel Advisory Board, which includes representatives of the Christopher and Dana Reeve Foundation and United Spinal Association, to determine how to implement the accommodation options in the pilot program. This will include what type of specialized seating equipment should be tested, how and where it will be utilized within the airport, and how best to collect user feedback.
Seek feedback from each passenger who checks a wheelchair for transport in the aircraft cargo compartment. United will take the feedback into consideration when developing and enhancing its practices and procedures for handling wheelchairs.