United Airlines reservation agents have been authorized to rebook passengers who object to the newly renamed President Donald J. Trump International Airport onto flights to Fort Lauderdale or Miami at no extra cost, according to an internal memo obtained by Live and Let’s Fly.
The memo instructs agents: “If a customer does not want to fly to the airport, use your empowerment to offer acceptable alternatives such as Fort Lauderdale Airport (FLL) or Miami International Airport (MIA).”
“If a customer does not want to fly to the airport, use your empowerment to offer acceptable alternatives such as Fort Lauderdale Airport (FLL) or Miami International Airport (MIA).” — United Airlines internal memo
It also provides suggested language acknowledging that a customer would rather not fly to the airport anymore and offering Fort Lauderdale or Miami instead.
Agents are then told to process the change as an even exchange, meaning no fare difference is charged.
After the memo surfaced, United disputed it. The airline told Fox Business the message was “poorly worded and not accurate,” saying its policy does not allow ticket changes because of an airport’s name or three-letter code.
The airport, formerly Palm Beach International, is being renamed in United’s systems from PBI to DJT, according to the memo.
Fort Lauderdale sits roughly 45 miles south of West Palm Beach, and Miami is farther still. Neither is a direct substitute, but both serve South Florida.
Airlines do not typically allow free destination changes because a traveler objects to an airport’s name. The memo’s instruction to offer an “acceptable alternative” suggests any switch remains subject to seat availability and agent discretion.
A global media for the latest news, entertainment, music fashion, and more.
