United Focuses on Improving Travel for Customers with Disabilities - United Hub
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United focuses on improving travel for customers with disabilities

By The Hub team, January 06, 2016

We've heard from many of you that you expect more from us when serving customers with disabilities. We want you to know that providing convenient, comfortable and flyer-friendly service to all of our customers is one of our top priorities, and we are committed to meeting all DOT rules. And while we've made significant efforts to improve, we remain focused on doing better.

Wheelchairs at your fingertips

We receive nearly a million requests for wheelchair assistance a year, and we want to make the process of receiving a wheelchair as seamless as possible. That's why we're constantly seeking to improve our facilities and our processes. We're testing an innovative pilot project that seeks to develop the ability, through the United mobile app, for customers to self-identify when they arrive at the airport and to request a wheelchair or other disability-related assistance at the terminal. This technology will also immediately advise customers of the status of that request. In conjunction with this program, we plan to eventually leverage the use of wireless devices –the use of iPhone 6 Plus devices by our flight attendants and customer service agents – to improve our wheelchair service. We're also ensuring that our vendors who provide our wheelchair service use a more modern technology to handle requests more efficiently.

“We expect this to greatly improve our ability to have wheelchairs where they need to be, when they need to be there, so that our customers can get on their way home or to their next destination with ease," said Jon Roitman, senior vice president of Airport Operations at United.

Once our customers have received their wheelchair and are on their way, they'll be assisted along the journey by the additional elevators and wheelchair lifts we've installed this year at numerous airports, including Newark Liberty, Houston, Los Angeles, Las Vegas and Orlando. We invested $3.8 million on those facility improvements this year and plan to increase that investment to more than $5.3 million in 2016.

Simulating the travel experience

Aside from the physical aspects of getting through the airport, sometimes simply understanding the process can go a long way. That's why we partner with projects such as Wings for All, Project Airport and Autism Inclusion Resources' (AIR) Airport Program, through which we invite passengers with disabilities to practice traveling without ever leaving the ground. The guests rehearse each step in the travel process – airport check in, TSA screening, boarding, a simulated flight and claiming luggage – gaining the knowledge, skills and confidence needed to have a safe and enjoyable travel experience.

Listening to our customers

We know that one of the best ways to understand the needs of our customers is to collaborate directly with them. We developed United's Accessible Travel Advisory Board to do exactly that. The group of experts living with disabilities meet regularly to review our policies and procedures for passengers with disabilities. They also travel throughout our system hosting learning sessions and providing accessibility training to employees, vendors and our airport partners.

Eric Lipp, a member of our advisory board and Executive Director of

Open Doors Organization, said, “Through the Accessible Travel Board, United front line employees are constantly receiving feedback, tips and learning opportunities from customers with disabilities. It is through programs like this, and the airline's partnerships with disability-related organizations, that makes me believe in United's ongoing dedication to providing the best services to customers with disabilities."

We'll continue to listen to our customers and hold our employees and vendors accountable as we work to improve our service to those with disabilities.

United cargo-only flights transport critical goods

By The Hub team

When the pandemic began, United Cargo knew it would be critical to utilize its fleet, network and industry-leading pharmaceutical handling processes to transport a COVID-19 vaccine when the time came.

Connecting vaccines to the world: United responds to mass distribution effort

December 22, 2020

On November 27, United Airlines became the first commercial airline to safely deliver the first batch of Pfizer and BioNTech's COVID-19 vaccine into the U.S. thanks to a coordinated effort between United's cargo, safety, technical operations, flight operations, regulatory and legal teams.

Now as the entire shipping and logistics industry bands together to widely distribute vaccines, United is leveraging all of its flights, including cargo-only and those carrying passengers, to transport millions of vaccines to destinations throughout our network, including Honolulu, Guam and Saipan – the first of any carrier to do so.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Airline and its customers use crowdsourcing platform - Miles on a Mission - to donate more than 11 million miles for charities like the Thurgood Marshall College Fund, College to Congress and Compass to Care
By United Newsroom, December 01, 2020

CHICAGO, Dec. 1, 2020 /PRNewswire/ -- United is inviting MileagePlus members to give back on Giving Tuesday and throughout the holiday season by donating miles to nearly 40 non-profits through United Airlines' crowdsourcing platform, Miles on a Mission. Non-profits like Thurgood Marshall College Fund, College to Congress and Compass to Care are attempting to raise a total of more than 11 million miles to be used for travel for life-saving health care, continued education, humanitarian aid and more. United will match the first 125,000 miles raised for each of these organizations to help ensure they meet their goals.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Why we fly

By The Hub team, November 27, 2020

In October 2019, we launched a first-of-its-kind airline miles donation platform, Miles on a Mission. In the inaugural year, MileagePlus members donated over 70 million miles, with United matching over 20 million miles, to 51 organizations. These miles have allowed for these organizations to do important, life-changing, life-saving work in the communities we serve around the globe.

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