United will improve accessibility features for wheelchair users
United Airlines on Thursday announced two new programs to improve the travel experience for passengers who rely on wheelchairs for mobility.
The airline will introduce a digital filter on its website that allows travelers to enter the dimensions of their wheelchair, and prioritize itineraries with flights that are operated by aircraft that can safely carry the chair. The size of wheelchair that can fit on an aircraft is limited by the size of that plane's cargo door, meaning that some larger, more expensive chairs can't fit properly on some smaller planes.
If a customer has to book a more expensive itinerary in order to be on an aircraft that can accommodate their wheelchair, United will refund the fare difference, the airline said.
Separately, the airline plans to run a six-month pilot program at its Houston hub at George Bush Intercontinental Airport (IAH) to trial new ways to help passengers if their wheelchair is damaged or lost in transit.
The airline did not share many details of the program in its announcement, but said that it would focus on the time between when a customer's flight arrives and when they're either reunited with a lost wheelchair or provided an "appropriate" loaner to use while their wheelchair is located or fixed.
The airline also said it would collaborate with its Accessible Travel Advisory Board to explore additional ways to improve the airport experience for passengers with limited mobility and special equipment.
Both initiatives were developed in conjunction with the Department of Transportation, United said, as part of a push to improve accessibility.
There are limits for some customers, of course, including those traveling to or from smaller airports that are only serviced by regional aircraft, meaning there's no larger plane that they can try to fly on. And passengers whose wheelchairs are lost or damaged at other airports will not benefit from the pilot until — or unless — it's expanded.
Even so, the announcement marks a relatively major step by an airline to improve how it approaches accessibility, an ongoing challenge for both airlines and affected passengers.
The difficulties faced by wheelchair users while traveling have come under increasing scrutiny since late 2021, following the death of a disability advocate.
Engracia Figueroa, 51, died several months after a United Airlines flight on which airline workers accidentally damaged her $30,000 custom wheelchair. While sitting in a loaner wheelchair at the airport — a broken manual wheelchair — she developed a pressure sore, which her family argues led to complications that ultimately resulted in her hospitalization and death.
The incident — which is the subject of ongoing litigation — underscores the difficulties surrounding travel for people with disabilities and highlights the new efforts by United and the DOT.
United flew roughly 150,000 wheelchairs in 2022, the airline said, according to its internal tracking. Of those, 1,463 were mishandled, misdirected or damaged, according to DOT data — less than 1 percent, but a major challenge for each affected passenger.
In recent years, accessibility in the air has become a bigger conversation, whether the topic is the safe handling of passengers' wheelchairs, lavatory sizes or the real-world practicality of evacuation safety standards.
In July, United began adding Braille signage to its aircraft cabins, making it easier for passengers who are blind or have significant vision impairment to identify their seats and various areas inside and outside of lavatories.
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There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.