United Airlines saves passengers $2 billion by eliminating ticket change fees

11-02-24

United Airlines has saved passengers more than $2 billion since becoming the first U.S. airline to permanently eliminate ticket change fees.

The measure, adopted more than three years ago, was followed by its direct competitors, American and Delta. As detailed by the company through a statement, more than 10 million passengers have changed their flights without paying change penalties since the airline's policy went into effect in 2020. 

Since then: 3.6 million people changed the time of their flights; 1.8 million people extended their trip altogether; 1.5 million people chose to fly from or to a different airport; 300,000 people changed from a domestic flight to an international flight, or vice versa; and the number of people who changed their flights themselves through United's app has doubled.

"This simple policy change has had an impact on our customers and the overall experience of flying with United," said Linda Jojo, United's chief customer service officer. "You can book with confidence knowing that even if your plans change, United is on your side," she added.