Using United's wheelchair service
If you use United's wheelchair service, we will provide an attendant at no charge to assist you in moving through the airport. This service is intended to assist passengers in moving to or from the gate area or the plane. Wheelchair attendants may provide assistance in getting passengers to an airport lavatory but cannot provide any assistance within the lavatory. If an attendant is not wanted, we will, where possible, provide you with a United wheelchair for independent use. You may be required to leave your driver's license as security until the wheelchair is returned.
Using your own wheelchair
A collapsible wheelchair can be stored in the aircraft cabin. Please note cabin storage space is limited and does vary by aircraft type. So when you arrive at the gate be sure to tell the gate agent. The agent can advise you about stowage options for your flight and ensure that the proper tag is placed on your wheelchair. United's baggage personnel need the tag so they know to bring you the wheelchair to the arrival gate when you are departing the terminal, or to bring it within the terminal during layovers between flights. Although United employees will make every effort to deliver the wheelchair to the gate promptly, the facilities at the particular airport may slow this process and require some patience.
If you need extra time at the gate to board, you will usually have the opportunity to "pre-board" prior to others in order to be safely and comfortably seated. If you use your own wheelchair at the gate, you may wish to check in and board early so United personnel can prepare and load your wheelchair.
Airport wheelchairs are in great demand during certain travel periods. Our airport personnel will appreciate your patience if you must wait a few minutes for a chair. If you have any questions, concerns or special requests, please contact a United Complaints Resolution Official (CRO) located at any United airport location.
Airport and flight connections assistance
Once passengers are onboard the aircraft, our flight attendants can help with stowing and retrieving carry-on items, as well as providing wheelchair assistance to move passengers to and from the aircraft lavatory (although they cannot provide assistance inside the lavatory). Flight attendants may also provide assistance with taking oral medication, identifying food items on meal trays and opening packages.
While United flight attendants are able to provide some types of assistance, as described above, they are not able to provide continuous personal assistance onboard the aircraft. Flight attendants are not permitted to carry or lift customers, provide medical services such as giving injections, or assist with eating or personal hygiene.
United requires any passenger who has any of the limitations listed below to travel with a companion who is able to provide necessary assistance. These limitations include:
needing personal or continuous attending care
Deaf or hard of hearing
Please let us know if you are deaf or hard of hearing, so we can provide you with information during delays and an individual safety briefing if you wish.
Hearing dogs for the deaf or hard of hearing are also permitted on board with their owners free of charge.
Unitedý offers a special TTY reservation service. To make flight reservations using this service, please call 800-323-0170. The phone links your telecommunications device with one in United's reservations office and allows you to send written communications to a trained reservation agent 24 hours a day.
Blind or sight impaired
Federal aviation regulations require that canes be stowed prior to takeoff and landing as a safety measure. When flying, if you need assistance our employees will explain emergency procedures and aircraft surroundings.
United Airlines and United Express welcome service animals accompanying persons with disabilities. There is no fee for service animals, and they may travel in the aircraft cabin as long as they do not obstruct an aisle or any other area used for emergency evacuations.
Please note that quarantine restrictions may apply. Check with your travel agent or a United reservations agent at least one month prior to departure to find out if there are any regulations specific to your destination.
Emotional support animals
As part of those procedures, any customer who intends to travel with a service animal must obtain a preapproval letter from Defra (Department for Environment, Food and Rural Affairs), a UK government agency. Please note that the preapproval process for transporting service animals to the UK can take up to two months.
Visit the Defra web site for more information about requirements and procedures for taking animals into the UK, or contact Defra by phone at +44 870 241 1710, Monday through Friday, 8 a.m. to 6 p.m. UK time. (Please note: Before dialing the number above, you must first enter the international direct dialing code. In the United States and Canada, this code is 011.)
Other international destinations