United Airlines Gives Ax To Top Customer Complaint Amid Pandemic

NEWARK, NJ — Months after seeing a big blowback from customers scrambling to alter travel plans amid the coronavirus pandemic, United Airlines has decided to give the ax to “change fees” for its U.S. flights.

On Sunday, United announced that it will be permanently getting rid of change fees on all standard economy and premium cabin tickets for travel within the United States, effective immediately. Customers will not be limited in the number of times they adjust their flights.

The new change fee policy also applies to all standard economy and premium cabin tickets for travel within Puerto Rico and the U.S. Virgin Islands.

MileagePlus Premier members can confirm a seat on a different flight on the same day with the same departure and arrival cities as their original ticket if a seat in the same ticket fare class is available.

United is also extending its waiver for new tickets issued through Dec. 31 to permit unlimited changes with no fee. This policy applies to all ticket types issued after March 3 and is valid for domestic and international travel, the company stated.

“Change is inevitable these days – but it’s how we respond to it that matters most,” CEO Scott Kirby said. “When we hear from customers about where we can improve, getting rid of this fee is often the top request.”

“Following previous tough times, airlines made difficult decisions to survive, sometimes at the expense of customer service,” Kirby said. “United Airlines won’t be following that same playbook as we come out of this crisis. Instead, we’re taking a completely different approach – and looking at new ways to serve our customers better.”

FLYING STANDBY

United is also making it easier to fly standby, the company said.

Starting on Jan. 1, 2021, any United customer can fly standby for free on a flight departing the day of their travel regardless of the type of ticket or class of service – a first among U.S. carriers, the company stated.

The enhanced option will be available to all customers for travel within the U.S. and to and from international destinations. Customers who want to switch flights will be able to add themselves to the standby list through United’s mobile app, or at the airport no later than 30 minutes prior to departure for domestic flights and one hour before departure on international flights.

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