Will US Airlines Dropping Change Fees Get Customers Booking Again?

Few industries have been hit as hard by the global pandemic as the airline industry. Even as the U.S. State Department lifts its “Do not travel,” advisory, travel is merely trickling back. With business travelers still not booking, and perhaps never fully coming back, airlines turn to serve leisure travel customers. According to CNN Business, United Airlines led the change as the first to drop change fees. Just a day later, Hawaiian Airlines, Alaska Airlines, American Airlines, and Delta Air Lines also pulled change fees to some degree. The industry-wide move shows that customers have the upper hand.


On this Business Casual snippet hosts Daniel Litwin and Tyler Kern ponder how far airlines will go to earn the dollars of travelers. As travel begins to pick up, what role do airlines play in curbing the spread of COVID while trying to stay in business?


  1. Airlines’ customer service has never been better as they vie for traveler’s business.
  2. Will other industries hard hit by the pandemic also make sweeping changes?
  3. Despite COVID outbreaks, travel to Las Vegas, Orlando, and Denver are up.
  4. Is bolstering leisure travel potentially disastrous?

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