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Monday,  March 4, 2024 11:17 PM 

United says it has saved customers $2B+ since scrapping change fees

  • Air
  •   02-07-2024  1:04 am
  •   Pax Global Media

United says it has saved customers $2B+ since scrapping change fees
(United)
Pax Global Media

United Airlines says it has saved customers more than $2 billion (USD) since becoming the first legacy airline to eliminate change fees more than three years ago.

The U.S. airline is spreading its message in a series of new commercials starring Emmy-award winning actor Kyle Chandler that will air this Super Bowl Sunday (Feb. 11).

In the ads, Chandler speaks directly to football fans in five different markets and encourages them to believe in their team and book a United flight to next year's game in New Orleans, without worrying about change fees.

Actor Kyle Chandler stars in United's "Believing Changes Everything" commercial. (United)

The campaign - "Believing Changes Everything" – will target Chiefs fans in Kansas City, Browns fans in Cleveland and Texans fans in Houston on broadcast TV and Bears fans in Chicago and Broncos fans in Denver on social media.

"This is about believing. Believing so hard that you book your flight to next year's big game before the season even starts," says Chandler. "Because believing that hard can change everything."

10 million changes

More than 10 million United customers have changed their flight without paying change fees since the airline's policy went into effect in 2020, the airline says in a news release.

United goes on to share other statistics, saying that since 2020:

  • 3.6 million people switched the time of day of their flight;
  • 1.8 million people extended their trip altogether;
  • 1.5 million people chose to fly to or from a different airport;
  • 300,000 people changed from a domestic flight to an international one, or vice-versa;
  • And the number of people who changed their flights themselves in United's industry-leading app has doubled.

"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. "You can book with confidence knowing that even if your – or your teams' – plans change, United has your back."

United is the official airline for the San Francisco 49ers and the official commercial airline of the Kansas City Chiefs.

It is flying both teams to and from this weekend's game in Las Vegas.


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