What is United’s Customer of Size policy
United Airlines’ Customer of Size policy addresses the travel needs of guests who require additional space or assistance due to size, mobility devices, or medical support equipment. It focuses on safe boarding and deplaning, gate‑checked mobility devices, seating that fits the passenger and device, and trained assistance. The policy aims to reduce last‑minute issues at the gate and keep travel dignified and predictable for guests who may need extra planning or support.
Key definitions and scope
Customer of Size and related terms
United defines a Customer of Size as a passenger who, because of their size, may need additional space or assistance with mobility devices. Key terms include mobility devices (such as wheelchairs, scooters, and walkers), boarding devices, and service animals. The policy applies to reservations on United and United Express flights within the United States and to international itineraries where United operates the flight, with some variations by region and airport.
Gate‑checked mobility devices
If your mobility device cannot be stored in the cabin, United will gate‑check it at no extra cost. You should request gate‑check at check‑in or at the gate when space is available. At the gate, a team member will tag and collect your device, provide a receipt, and store it in a secure area. Upon arrival, you can meet your device at the gate or designated reclaim area. In limited situations, airlines may require an additional mobility device at check‑in instead of the gate; details vary by airport equipment and operational procedures.
| Item | Verified Detail | Source Type |
|---|---|---|
| Gate‑check availability | Offered when cabin storage cannot accommodate the device | Policy documentation |
| Cost | No additional fee for gate‑checked mobility devices | Policy documentation |
| Tagging and receipt | Device is tagged at the gate and a receipt is provided | Operational standard |
| Reclaim | Available at the gate or designated baggage reclaim area | Operational standard |
| Exceptions | Some airports may require check‑in drop‑off; rules vary by location | Airport specific guidance |
Seating and boarding assistance
United will work to accommodate seating needs so that you and your mobility device fit safely. Boarding assistance is available, including pre‑boarding for passengers who need extra time or use mobility devices. You can request a seat with movable armrests when booking or through seat selection tools, depending on availability. If an airport or aircraft type affects seating options, a United team member can discuss alternatives at the gate.
Check‑in and arrival recommendations
To support a smooth experience, arrive early to allow time for assistance, device handling, and any additional procedures. At check‑in, confirm details about gate‑check, seating, and boarding assistance. Keep any receipts or tags provided at the gate for device reclaim. If you need specific airport or aircraft accommodation information, contact United customer service or speak with a team member at the gate, as capabilities can differ by location.
Practical steps for travelers
- Contact United before travel to discuss seating and gate‑check options for your device.
- Request gate‑check at check‑in or at the gate when space permits.
- Arrive with extra time to accommodate boarding assistance and device handling.
- Keep documentation and receipts for device check and reclaim.
- Confirm details at the gate, since policies and equipment availability can vary by airport.
Policy considerations and variations
Implementation of the Customer of Size policy, including seating options and device handling processes, can vary by airport, aircraft type, and local operational constraints. United follows regulations in the United States and guidance for international operations where applicable. Travelers should verify details for their specific route and airport, especially for international flights or locations with different equipment or procedures.