United Airlines’ decision to scrap flight change fees three years ago wasn’t exactly a cost-effective move — and now the airline says it is paying the price.
On Tuesday, the company announced that it had missed out on an estimated $2 billion since deciding to waive the $200 change fee for economy and premium ticketed passengers (though basic economy passengers still have to pay).
“This simple policy change has had a dramatic impact on our customers and the overall experience of flying United,” said Linda Jojo, United’s chief customer officer, in a company release. “You can book with confidence knowing that even if your – or your teams’ – plans change, United has your back.”
The airline said that over 10 million customers have taken advantage of the new policy since it began in 2020, including 3.6 million changing the time of their flight and 1.5 million changing their departure or arrival airport.
