United making changes for travelers with wheelchairs after investigation

United Airlines is making it easier for travelers in wheelchairs to find accommodations after a probe by the federal government. According to a U.S. Department of Transportation release, this stems from a complaint filed against the airline by disability advocate Engracia Figueroa.

Figueroa filed the complaint after her custom wheelchair was damaged on a United flight in 2021. According to a lawsuit filed by Figueroa’s siblings, she later died after sustaining an injury from using a manual wheelchair that was not fitted to her body.

Between 2019 and 2022, airlines mishandled more than 32,000 wheelchairs and scooters on domestic flights, or 31 per day, according to a Paralyzed Veterans of America release.

The Thursday, Sept. 28 announcement from the Transportation Department said United Airlines will implement “industry-leading actions” to improve the travel experience for passengers who use wheelchairs.

“Everyone ought to be able to travel safely and with dignity, and I’m glad that United is taking steps to improve their service for passengers who use wheelchairs,” said U.S. Transportation Secretary Pete Buttigieg. “For our part, we at USDOT will continue working to make air travel safer and more accessible for people with disabilities, and for the millions of Americans who step on a plane every day.”

Travelers will be able to use United’s website to filter through and book tickets on planes with cargo doors large enough to fit their wheelchairs. Some planes have cargo doors that are too small to fit certain wheelchairs in with the other checked luggage.

United also agreed to pay the difference if a passenger is forced to take a more expensive flight to accommodate the dimensions of their motorized wheelchair.

The plan is to implement this technology in early 2024. United added that it will start with a pilot program in Houston to find what best accommodates passengers with wheelchairs.