Coronavirus-Wary United Customers Blast Airline’s New Policy

NEWARK, NJ — As many coronavirus-wary commuters take second looks at their travel plans, United Airlines is waiving change fees for any bookings made for the rest of the month. But some customers are rolling their eyes at the offer, saying that it doesn’t help people who have already bought their tickets.

On Tuesday, United Airlines – which maintains a big presence at Newark Liberty International Airport – announced that they’re waiving change fees for any domestic or international bookings made between March 3 and March 31.

According to United:

“We know people are taking a second look at their travel plans right now, and we want you to be able to book your next trip knowing that you can change your plans if needed. That’s why we’re waiving change fees for any bookings – domestic and international – made between March 3 and March 31, 2020. This applies to all tickets, fare types, destinations, points-of-sale and travel dates available for sale.”

Affected customers will be able to change their booking for free over the next 12 months, the airline stated.

But some customers are mocking the airline for offering a deal that apparently leaves many people who bought a ticket over the past months out of luck.

“That policy doesn’t make any sense,” one incensed customer wrote online. “You’re basically allowing people who book this month off the hook for any reason but penalizing those who booked in advance that couldn’t have ever forseen coronavirus.”

“I had to make the very difficult decision not to travel this morning due to my concern regarding the coronavirus, and an underlying cardiac problem I’ve had since I was 20-years-old,” another customer complained. “What a waste of money, as I had purchased my ticket in November. If I had purchased it yesterday, the $200 change fee would be waived when I rebook for a future date. I’ve been United Elite since 1990. A little consideration for everyone would be appreciated, United.”

Newark Liberty International Airport – the site of New Jersey's first mandatory quarantine related to the virus – is one of about a dozen across the nation that is authorized to receive flights from China under recently tightened regulations from the U.S. Department of Homeland Security.

• See related article: Feds Funnel Planes From China To Newark Amid Coronavirus Outbreak

Although last month's mandatory quarantine ended with a breath of relief – the traveler was asymptomatic and their 14-day quarantine order is complete – the Port Authority is continuing to ramp up precautionary safety measures at Newark, JFK and LaGuardia airports, officials said Wednesday.

• See related article: Coronavirus Travel Precautions In NJ: Planes, Trains, Buses

According to United Airlines, international travel restrictions continue for people who have visited the People’s Republic of China or the Islamic Republic of Iran. Customers who are U.S. citizens or lawful permanent residents will be subject to additional restrictions and health screenings on arrival to the United States. Non-U.S. citizens who have visited mainland China or Iran in the past 14 days will not be allowed to enter the United States.

“After evaluating our operations between the U.S. and Beijing, Chengdu, Hong Kong and Shanghai, we’ve decided to suspend those flights through April 30,” United Airlines stated. “We’ve also suspended ticket sales for MileagePlus Award travel and flights originating in China or Iran on our partner airlines through April 30.”

“We’re also suspending some service to Tokyo Narita, Osaka, Singapore and Seoul, and we’ll stay in close contact with the U.S. Centers for Disease Control and Prevention and other health organizations as we continue to evaluate our schedule,” United Airlines stated.

CUSTOMER: ‘I THINK IT’S KIND OF CRAPPY’

A social media post from United Airlines about the new policy inspired hundreds of comments from customers. Many had harsh words for the company.

Seen online:

• “Very disappointed. I don’t expect to get my money back but it would be nice if they wouldn’t charge me any cancellation fees and let me just hold on to use it next year. I think it’s kind of crappy that they aren’t thinking of other people who have tickets that may not want to travel right now.”
• “They don’t care about loyal customers who booked in advance. Only the last-minute business traveler.”
• “Omg that's so stupid I'm flying between these dates March 3 and March 31, and United won't change just because I bought weeks ago... I fly with United for 8 years, if they don't change it, I will never fly with United anymore.”
• “This is silly. People who made reservations before they knew there would be a pandemic don’t deserve being stuck with no options.”

Some customers had praise for the airline’s policy, however.

• “Nice move United... much appreciated by a million-mile flyer!” a traveler wrote.
• “One of the many reasons why I love United, they always try and help us travelers, during times that need to be addressed, like hurricanes and now this virus,” another customer said.

The airline responded to several of the angry commenters, in one case offering the following explanation:

“We understand that there are concerns about travel that has already been booked, this waiver is put in place so that passengers can book future flights in confidence.”

ADDITIONAL INFORMATION

Coronaviruses are a family of viruses that include the common cold as well as much more serious diseases. The strain that emerged in China in late 2019, now called COVID-19, is related to others that have caused serious outbreaks in recent years, including severe acute respiratory syndrome (SARS) and Middle East respiratory syndrome (MERS). The first confirmed case of COVID-19 in the U.S. was on Jan. 21.

The disease, which apparently originated in animals, is now transferring from person to person, although the mechanism is not yet fully understood. Its symptoms include fever, coughing and shortness of breath, and many patients develop pneumonia. There is as yet no vaccine against COVID-19 it and no antiviral treatment.

According to the CDC, the best way of preventing the disease is to avoid close contact with people who are sick, to avoid touching your eyes, nose, and mouth with unwashed hands, to wash your hands often with soap and water for at least 20 seconds, and to use a hand sanitizer that contains at least 60 percent alcohol if soap and water are not available.

To avoid spreading any respiratory illness, the CDC recommends staying at home when you are sick, covering your cough or sneeze with a tissue and throwing the tissue in the trash, cleaning and disinfecting frequently touched objects and surfaces.

Residents who have questions about the virus can contact the State of New Jersey's hotline at 1 (800) 222-1222. The hotline is home of the New Jersey Poison Information and Education System, and is staffed 24 hours a day by state health workers.

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