Last week, I wrote about Palm Beach International Airport’s (PBI) official transition to President Donald J. Trump International Airport (DJT). The story generated thousands of comments online. While some people applauded the change, many others vowed they would never fly into the airport again.
It appears United Airlines anticipated those concerns. According to an internal memo obtained by Live and Let’s Fly, United is updating its systems to reflect the airport’s new name and is giving reservation agents the flexibility to move customers who object to flying there.
The memo tells 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).”
United even provides agents with a suggested response: “I understand that you’d rather not fly to this airport anymore. We can look at nearby airports like Fort Lauderdale or Miami instead. Is that an acceptable alternative?”
If the traveler agrees, agents are instructed to process the change as an even exchange, meaning there should be no additional fare difference for the switch.
Why this matters
Airlines generally don’t allow passengers to change airports simply because they object to an airport’s name. In most cases, voluntarily switching airports means paying any applicable fare difference.
United’s policy is unusual because it’s proactively allowing reservation agents to accommodate these requests without an extra charge.
Why travelers are upset
The airport’s name change was required under legislation signed by Florida Governor Ron DeSantis on March 30. The FAA began implementing the change last week.
Airport officials say travelers should continue using PBI when searching for flights, booking tickets and checking bags until August 18, when the International Air Transport Association (IATA) plans to change the commercial airport code to DJT.
As I mentioned in my original post, the announcement generated thousands of comments across social media. Many travelers said they would avoid the airport altogether, while others supported the decision.
One reader commented that they’d rather drive from another airport than fly into PBI. Another local resident wrote that they planned to use Fort Lauderdale or Miami instead. Those comments now seem especially relevant given United’s new policy.
I’m changing my flight
I’ve flown through Palm Beach dozens of times and already have an American Airlines (AA) flight booked there later this year. I plan to switch it to either Fort Lauderdale (FLL), about 48 miles away, or Miami International Airport (MIA), roughly 70 miles away. Hopefully, American follows United’s lead and offers the same flexibility.
My take
Regardless of where you stand politically, this is a fascinating customer service move. I can’t recall another time an airline has explicitly told its agents to offer free airport changes because travelers objected to an airport’s name.
It also shows United recognizes this isn’t just a name change. For some travelers, it’s enough to influence where they’re willing to fly. Rather than risk losing those customers altogether, the airline appears willing to absorb the cost of moving them to another nearby airport.
How about you? Would the airport’s new name influence where you choose to fly, or does it make no difference?
