“By giving our customers an easy way to find out whether their personal wheelchair will fit on a particular airplane, we’re making it easier for our customers to “We can provide a natural sense of security when using the service.” . “Additionally, gathering this information upfront allows our team to treat these special items with appropriate care and attention.”
These changes were made in collaboration with the Department of Transportation, which said in a statement Thursday that United’s capabilities “exceed” federal requirements.
The airline was under investigation by the DOT in 2021 following a disability complaint filed on behalf of disability rights activist Engracia Figueroa, who damaged her wheelchair on a United flight. and ultimately died from injuries related to the use of the substitute chair. In 2022, he filed a lawsuit against United on Figueroa’s behalf.
In 2021, Figueroa was back in Los Angeles. I can’t wait to take care of you. Her $30,000 wheelchair was damaged after it was loaded into cargo at a rally in Washington, D.C. According to a statement from Hand in Handa disability rights activist organization with which Figueroa worked.
Figueroa’s chair was custom designed to support the pain associated with his spinal cord injury and leg amputation, so he found it difficult to balance and sit upright using the chair provided by the airport. Ta. She waited several hours for United Airlines to retrieve her personal chair, but it ultimately came back damaged, causing her to develop bedsores. said the organization. The group said the loaned chair she was forced to use when she returned home worsened the wound, causing it to become infected and reach her hip bone.
“It was like my worst nightmare had come true. My wheelchair is custom-built for me and my spinal injury. It’s a $30,000 machine and cannot easily be replaced. Without it, I now have no choice but to stay home.” Engracia said in a 2021 statement.. “This was the most terrifying experience of my 51 years of life.”
Figueroa never fully recovered from the pressure sores and ultimately died on October 31, 2021, according to the complaint.
The Department of Transportation said Thursday that such incidents highlight the difficulties people who use wheelchairs can face on planes. In 2022, US airlines mishandled 11,389 wheelchairs and scooters. According to DOT data.
The DOT said in a statement that it is also laying the groundwork for future regulations that would allow passengers to remain in their wheelchairs while boarding planes. We are also working to train airline staff to physically assist passengers with disabilities and handle battery-powered wheelchairs and scooters.
“Everyone should be able to travel safely and with dignity, and I’m pleased that United Airlines is taking steps to better serve passengers who use wheelchairs,” Transportation Secretary Pete Buttigieg said in a statement. Stated.
Delta Airlines announced wheelchair-friendly seats in June. Although still in its early stages, this is an unprecedented approach to improving air travel for passengers with disabilities.
United Airlines also launched a six-month training program for staff at Houston’s George Bush Airport to learn different ways to properly respond to customers whose wheelchairs are damaged or whose travels are delayed. do.
The DOT also announced Thursday that United Airlines will seek feedback from passengers who leave wheelchairs in aircraft cargo holds and will consider that guidance in developing and improving its wheelchair handling policies.
The agency said it will scrutinize United’s performance through these agreements and take action if there are any violations.