United says memo on changes for Trump Airport is inaccurate

United Airlines has clarified its policy after a leaked internal memo appeared to authorize reservation agents to offer free flight changes to customers who object to flying into the newly renamed President Donald J. Trump International Airport in West Palm Beach, Florida. The airline stated the memo was poorly worded and does not reflect official policy, which does not allow changes based solely on an airport's name.

The memo, dated July 8 and reported by the aviation blog Live and Lets Fly, instructed agents to use their discretion to reroute customers who no longer wished to fly to the airport. It suggested offering alternatives like Fort Lauderdale-Hollywood International Airport, about 45 miles away, or Miami International Airport, roughly 72 miles away. Agents were told to process approved switches as an "even exchange," implying no additional fees. The guidance included a suggested script for agents to use with customers.

In response to widespread reporting on the memo, United Airlines issued a statement calling the internal message inaccurate. A spokesperson said that while customers can make changes without a fee for many reasons under existing policies, "our policy...