United Airlines reservation agents were reportedly told they could offer no-cost alternatives to passengers who did not want to fly into President Donald J. Trump International Airport in Florida. The guidance suggested flights to Fort Lauderdale or Miami could be handled as an even exchange, subject to available options.
But United said the message was “poorly worded and not accurate,” stressing that its policy does not permit ticket changes based on an airport’s name or three-letter code. The dispute puts fresh attention on the airport’s renaming and the customer reaction that followed.
What the reported guidance said
An internal memo obtained by Live And Let’s Fly instructed reservation agents to use their discretion when customers objected to flying to the newly renamed airport. It proposed offering nearby South Florida airports as alternatives.
The suggested agent response said, “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?”
According to the memo, agents were directed to process such an itinerary adjustment as an even exchange. That would effectively remove a change charge for travelers moved to an acceptable nearby airport.
| Airport | Code | Location or distance from West Palm Beach |
|---|---|---|
| President Donald J. Trump International Airport | PBI, transitioning to DJT | West Palm Beach |
| Fort Lauderdale Airport | FLL | About 45 miles south |
| Miami International Airport | MIA | About 72 miles away |
United says its policy has not changed
A United spokesperson told Fox Business that customers can make ticket changes without a fee for many reasons. However, the spokesperson said, “our policy doesn’t allow for changes because of an airport’s name or three letter code.”
Airlines generally do not provide complimentary destination changes simply because a traveler objects to the person for whom an airport is named. The reported memo also described alternatives as subject to availability and the discretion available to agents.
Airport systems are also changing
United is expected to update its systems as the former Palm Beach International Airport transitions to President Donald J. Trump International Airport. The commercial passenger code is expected to remain PBI until an IATA code change to DJT on Aug. 18.
The airport has said the renaming is required by state law and does not change its ownership, governance, or operations. It also acknowledged above its online comments form that the new name “may be received in different ways by our passengers.”
Complaints followed the renaming
Some customers used that contact form to object to the change, with several saying they planned to avoid or boycott the airport. NOTUS obtained messages through a public-records request that included strongly worded criticism of the new name.
Airports have previously been named after former presidents, including John F. Kennedy and Ronald Reagan. Trump is the first president to have an airport named after him while still in office.
