## United Airlines Takes Accessibility to New Heights with Digital Sizing Tool and United Spinal Association Partnership
United Airlines is making headlines for its commitment to improving travel accessibility for wheelchair users. Since launching its innovative digital sizing tool in March 2024, the airline has successfully assisted over 20,000 passengers with their mobility needs. This groundbreaking tool, available on the United app and website, allows wheelchair users to easily find flights that can accommodate their specific device. It does this by matching aircraft dimensions with individual wheelchair sizes, ensuring a smoother and more comfortable travel experience.
This innovative approach has led to a significant increase in customer satisfaction, with scores jumping nearly four points compared to the previous year. United’s dedication to accessibility doesn’t stop there. The airline has recently partnered with the United Spinal Association, a leading non-profit organization dedicated to improving the lives of people with spinal cord injuries and disorders.
This collaboration aims to develop impactful solutions that address the unique needs of customers with disabilities. David Kinzelman, Chief Customer Officer for United Airlines, expressed his enthusiasm for the partnership and the tool’s early success: “We are committed to improving the travel experience for all customers. Working alongside United Spinal Association will help us gather valuable feedback and create even better solutions.”
Vincenzo Piscopo, CEO of the United Spinal Association, echoes Kinzelman’s sentiment, praising United for its dedication to accessibility. “This collaboration highlights United Airlines’ commitment to making travel accessible for people with disabilities, moving us closer to a more inclusive travel experience.”
The partnership with United Spinal Association is a testament to United Airlines’ commitment to going beyond the digital sizing tool. The airline has implemented several other initiatives to enhance accessibility, including:
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Mobile Technology for Ramp Agents:
Agents now have mobile devices to track wheelchairs on flights, ensuring better preparation for loading and unloading.*
Braille Integration:
United was the first U.S. airline to add Braille to aircraft interiors, with plans to equip the entire fleet by 2026.*
Improved Mobile App Accessibility:
Enhancements in the app for visual disabilities include increased color contrast and restructured information display for improved screen reader compatibility.*
Accessible Inflight Entertainment:
The inflight entertainment system offers features like closed captioning, text-to-speech, and magnification. Plans are in place to update screens across the entire fleet for even better accessibility.United’s commitment to accessibility is further underscored by its Bridge Business Resource Group, which focuses on supporting employees and customers of all abilities. This initiative demonstrates the airline’s dedication to creating a truly inclusive travel environment for everyone.
United Airlines’ forward-thinking approach and commitment to accessibility are setting a new standard for the airline industry. By implementing innovative solutions like the digital sizing tool and partnering with organizations like the United Spinal Association, United is ensuring that travel is accessible and enjoyable for all passengers, regardless of their abilities.
