INDIANAPOLIS — United Airlines is no longer charging its customers to change their flight.
The airline announced on Sunday that it will permanently get rid of change fees on all standard Economy and Premium cabin tickets for travel within the U.S. That rule is effective immediately.
“Change is inevitable these days – but it’s how we respond to it that matters most. When we hear from customers about where we can improve, getting rid of this fee is often the top request,” said Scott Kirby, CEO of United Airlines, in a video message to customers. “Following previous tough times, airlines made difficult decisions to survive, sometimes at the expense of customer service. 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.”
United also announced that starting 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.
Additionally, it's extending its waiver for new tickets issued through Dec. 31, 2020, to permit unlimited changes with no fee. This policy applies to all ticket types issued after March 3, 2020 and is valid for domestic and international travel.
The four largest U.S. airlines lost a combined $10 billion from April through June. Airlines shared $25 billion in federal payroll aid under pandemic relief legislation and are lobbying for $25 billion more.
United has warned 36,000 employees that they could be furloughed in October. It received $5 billion in taxpayer money to keep workers on the payroll through September.
Consumer groups have long complained about the array of fees that airlines impose for things that were once part of the fare. Change fees draw particular scorn because, critics say, they far exceed airlines' costs of changing or canceling tickets with a few keystrokes.
Fees on checked bags and ticket changes gained widespread use during an industry downturn in 2008. Since then, airlines have added fees on seats with more legroom, priority boarding and other amenities.
They contributed to a highly profitable run that lasted for a decade, broken only by the pandemic. Now airlines are slashing flights and shrinking work forces to cope with the travel slump.
Since 2010, Chicago-based United has scooped up nearly $6.5 billion in change fees. Last year, it took in $625 million, third behind Delta and American, according to Transportation Department figures.
In Washington, several lawmakers have launched periodic campaigns to outlaw change fees. In 2018, the Senate approved a bill to prohibit “unreasonable” fees for changing or canceling tickets, but the measure was scuttled in negotiations with the House.
