United Quietly Drops Ticket Change Fee in Some Cases

By Jesse Sokolow on 18 November 2015
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DSC_0113United Airlines quietly dropped the fee it charges customers for ticket changes on non-refundable fares in some cases.

On November 2, the Chicago-based airline stopped charging a $50 processing fee for what it referred to as an “unplanned event,” which includes illness, jury duty, or death of the passenger or immediate family member.

The news, first announced in an employee newsletter last week, aligns United’s policy with that of its competitors including American Airlines, Delta Air Lines, and Southwest Airlines. The move will allow it to “help our customers in their time of need,” said Sandra Pineau-Boddison, the airline’s senior vice president in charge of customers, in the newsletter. “Eliminating the processing fee is the right thing to do.”

The change is in keeping with the policy of the airline’s new but temporarily sidelined CEO, Oscar Munoz, who has publicly stated that he wants to make the airline more customer friendly.

(Photo: Accura Media Group)

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