Delta Airlines planes sit at ATL airport in Atlanta
CHICAGO (Reuters) – Delta Air Lines <DAL.N> and American Airlines <AAL.O> said on Monday they are permanently dropping domestic change fees, mirroring an announcement by rival United Airlines <UAL.O> on Sunday in a push to woo back travelers.
U.S. airlines are burning through millions of dollars daily as the coronavirus pandemic hits passenger air travel, which is hovering around 30% of what it was a year ago, forcing more customer-friendly policies to encourage people to start traveling again.
Atlanta-based Delta said the elimination of change fees is effective immediately and includes tickets purchased for travel within the United States, Puerto Rico and U.S. Virgin Islands. American’s change also covers flights to Canada, Mexico and the Caribbean.
The new policies do not cover any of the three airlines’ basic economy tickets.
Low-cost rival Southwest Airlines <LUV.N> has never charged a change fee for its tickets.
Delta, United and American were already waiving change fees through the end of the year to give travelers more flexibility in an uncertain environment.
The fees represented around 2% to 3% of their total revenues in 2019, though analysts said the overall financial impact going forward will be limited as focus remains on generating bookings.
Delta collected $830 million in ticket cancellation and change fees last year, American $819 million and United $625 million, according to the U.S. Department of Transportation.
(Reporting by Tracy Rucinski; Editing by Chris Reese and Cynthia Osterman)
The only thing constant is change and at United Airlines, some of the fees associated with changes related to flying are gone for good. The carrier announced today that it is permanently getting rid of change fees on all standard Economy and Premium cabin tickets for travel within the U.S., effective immediately. And starting on January 1, 2021, any United customer can fly standby for free on a flight departing the day of their travel regardless of the type of ticket or class of service, a first among U.S. carriers, while MileagePlus Premier members can confirm a seat on a different flight on the same day with the same departure and arrival cities as their original ticket if a seat in the same ticket fare class is available.
United is also extending its waiver for new tickets issued through December 31, 2020, to permit unlimited changes with no fee. This policy applies to all ticket types issued after March 3, 2020 and is valid for domestic and international travel. With these improvements, no U.S. airline gives their customers more flexibility when booking – and changing – their travel plans than United Airlines.
“Change is inevitable these days – but it’s how we respond to it that matters most. When we hear from customers about where we can improve, getting rid of this fee is often the top request,” said Scott Kirby, CEO of United Airlines, in a video message to customers. “Following previous tough times, airlines made difficult decisions to survive, sometimes at the expense of customer service. United Airlines won’t be following that same playbook as we come out of this crisis. Instead, we’re taking a completely different approach – and looking at new ways to serve our customers better.”
The new change fee policy applies to all standard Economy and Premium cabin tickets for travel within the U.S. 50 states, Puerto Rico and the U.S. Virgin Islands and customers will not be limited in the number of times they adjust their flights.
Additionally, United is giving customers more flexibility to change their flights on the day of their travel so they can head home if a meeting ends earlier or enjoy a few more hours on vacation. With the ability to list for same-day standby for free, customers will now have an option to take a different flight with the same origin and destination airports as their original itinerary if space is available at departure. This enhanced option will be available to all customers for travel within the U.S. and to and from international destinations beginning on January 1, 2021. Customers who want to switch flights will be able to add themselves to the standby list through United’s award-winning mobile app, on united.com or at the airport no later than 30 minutes prior to departure for domestic flights and one hour before departure on international flights.
The carrier is also improving the travel experience for its MileagePlus members including waiving all redeposit fees on award travel for flights changed or cancelled more than 30 days before departure and allowing all MileagePlus Premier members to confirm a different flight on the day of their travel. As a way to thank MileagePlus Premier members for their loyalty, beginning January 1, 2021, all Premier members will be able to confirm a seat for free on a different flight with the same departure and arrival cities as their original ticket. This expanded option will allow MileagePlus Silver members and above to confirm a new seat in the same ticket fare class if space is available. Earlier this year, United announced that it will extend status for MileagePlus Premier and Global Services members through January 2022. United also reduced thresholds for Premier qualification by 50 percent for each status level, to make reaching an even higher status tier easier.
The Qantas Group has today announced a reduction to its Group Management Committee as it continues to respond to the expanding COVID-19 crisis.
CEO of Qantas International, Tino La Spina, will leave the Group in light of what is likely to be the extended grounding of this part of the airline.
Responsibilities currently held by Mr La Spina will transfer to CEO of Qantas Domestic, Andrew David. Mr David’s role will change as a result, adding functional responsibility for Qantas International in addition to his existing responsibility for Qantas Domestic and Qantas Freight, reporting to Group CEO Alan Joyce. John Gissing (Group Executive of Associated Airlines and Services) will continue to have responsibility for regional carrier, QantasLink.
Mr Joyce said: “The COVID crisis is forcing us to rethink our business at every level. It’s increasingly clear that our international flights will be grounded until at least mid-2021 and it will take years for activity to return to what it was before. Under those circumstances, we’ve made the decision to consolidate the domestic and international business units under a single divisional CEO.
“Tino has done a superb job throughout his 14 years at Qantas. He’s a talented executive who brings his trademark enthusiasm to every challenge. I know I speak for the rest of the executive team and for the Board in thanking him sincerely for the huge contribution he has made, particularly as Deputy CFO and then CFO for most of that time.”
The change announced today will take effect from 1 September 2020.
As part of its response to the COVID crisis, the Qantas Group Management Committee took three months of zero pay in the last quarter of FY20 and is on reduced pay (65 per cent for the CEO and 85 per cent for other executives) until November 2020.
American Airlines Group Inc. (NASDAQ: AAL) will adjust its October schedule to remove service to 15 markets as a result of low demand and the expiration of the air service requirements associated with the Coronavirus Aid, Relief and Economic Security (CARES) Act. This is the first step as American continues to evaluate its network and plans for additional schedule changes in the coming weeks.
These station suspensions will be effective Oct. 7. For now, these changes are only in place for the October schedule period, which runs through Nov. 3.
The airline will continue to re-assess plans for these and other markets as an extension of the Payroll Support Program remains under deliberation. The full, updated October schedule will be released Aug. 29, and American anticipates releasing its updated November schedule by late-September.
The full list of suspensions is below and will be reflected on aa.com Aug. 29.
Qantas is making it easier for Frequent Flyers to use their points on domestic and Trans-Tasman flights, as more travellers look closer to home for their next holiday.
For the rest of 2020, Classic Flight Reward seat availability will be increased by up to 50 per cent to the most popular destinations in Australia and New Zealand including Cairns, Sunshine Coast, Sydney, Queenstown and Auckland (when flights recommence).
To help regular flyers maintain their travel benefits, Qantas Frequent Flyer will also be giving tiered members Silver and above a one-off Status Credits bonus to compensate for reduced flying activity.
The increased availability and status support are part of a raft of initiatives from the loyalty program designed to give members more value from their upcoming holidays and the broader program.
Other program improvements include:
Extra Status Credits: To help our most frequent flyers maintain their benefits throughout travel restrictions, eligible Silver, Gold, Platinum and Platinum One members will automatically receive 50 per cent of the Status Credits they need annually to keep their tier. Members most impacted, such as those whose membership year started at the peak of travel restrictions, will also be eligible for additional monthly Status Credits support. Loyalty Bonus’ for members will now also count towards reaching or retaining Platinum One until 31 December 2021.
Better value on accommodation: The number of points required for Points Plus Pay Qantas Hotels bookings will decrease by 20 per cent effective immediately. For a limited time only members will also receive 5,000 points back when they book a minimum of 3 nights and on selected Qantas Luxury offers earn up to 125 bonus Status Credits when they book before Monday 31 August 2020.
Greater flexibility: To enable members to plan their holidays with more confidence, bookings made using points on Qantas Group flights will have any change or cancellation fees waived until 31 October 2020.
More Points Planes: Qantas Frequent Flyer will launch more Points Planes – exclusive flights for frequent flyer redemptions – to meet the pent-up travel demand of members and boost Australian tourism. Timings and destinations of the flights will be released over the coming months.
Improved digital experience: Qantas Frequent Flyers will soon have a new way to plan their holidays with points. ‘Dream Planner’, launching on 28 July 2020, uses real time data and notifications to keep members informed on reward seat availability and special offers to their preferred destinations.
Qantas CEO Alan Joyce said the changes were good news for members and for tourism.
“Australia is home to world-class destinations and Qantas is making it easier for frequent flyers to visit them,” Mr Joyce said.
“We’re adding more Points Planes and more reward seats to our most popular domestic destinations, because that’s where people will be holidaying for the rest of the year.
“We’re also helping our most loyal flyers maintain their travel benefits by giving them extra Status Credits in recognition of their long-term loyalty.”
Qantas Loyalty CEO, Olivia Wirth said Qantas Frequent Flyer is one of the most attractive loyalty programs in the world because it’s always evolving and innovating to meet the needs of its 13 million members.
“We’ve been listening to our Frequent Flyers closely over the last few months about how they feel about travel, where they want to go and how they want to use their points,” Ms Wirth said.
“What emerged was that despite what’s going on around the world, the notion of the dream trip is well and truly alive, they’re just looking a little closer to home.
“Qantas Frequent Flyers are some of the country’s biggest advocates for travel and this has been reflected in the number of bookings we’re seeing as travel restrictions ease.
“That’s why we’re continuing to invest in making our members’ travel dreams a reality with more choice, better value and greater flexibility.”
Fast facts:
Intention to travel for Frequent Flyers remains high at 90 per cent.
Majority of Qantas Points in the program are earned on the ground, this hasn’t changed.
Qantas Frequent Flyers typically save points over a long period of time for a big dream trip – travel still remains the number one preference to redeem points.
Qantas’ latest nationwide sale shows that Sydney-Brisbane, Melbourne-Sydney, Perth-Broome, Sydney-Cairns, Brisbane-Cairns as the most popular routes.
American Airlines is providing customers additional flexibility in purchasing travel in light of concerns around the coronavirus (COVID-19).
American has extended its offer to waive change fees for customers who purchase travel through April 30. Customers will have even more flexibility since any ticket purchased by April 30 will not incur change fees prior to travel. The offer is available for any of American’s published non-refundable fares. Additional updates on existing travel alerts can be found on aa.com/travelalerts.
Any ticket purchased from March 1 at 4:30 p.m. CT through April 30, 2020 at 11:59 p.m. CT will not incur change fees prior to travel.
This is available for any of American’s non-refundable published fares.
The safety of Amtrak’s customers and employees is our top priority. We continue to monitor the coronavirus situation closely and we are taking action based on guidance from public health experts; that includes restoring service to trains and routes once demand returns. In order to maintain a safe environment and address customer concerns and potential business impact, we are taking the following measures:
Before You Travel
If you are traveling with Amtrak:
Providing an essential transportation service: We are waiving change fees on all existing or new reservations made before April 30, 2020. Simply log in to your account or go to Modify Trip on Amtrak.com, or find your reservation from your account on the home screen in the Amtrak app. A fare difference may apply to your new itinerary. If you want to cancel your reservation with no fee, you must call 800-USA-RAIL and speak with an agent (not available via Amtrak.com or the app).
Take care of yourself and keep others safe: If you are feeling ill, please stay home until feeling better.
Maintaining a Safe Environment
To reduce risk, we are:
Enhancing cleaning protocols: We have increased the frequency of cleaning services on our trains and at our stations.
Increasing disinfectant supplies: We have increased the quantity of sanitizers and disinfectant wipes available for customers and employees on our trains and stations.
Reinforcing good hygiene practices: We are regularly sharing best practices with employees and customers on ways to protect against communicable diseases.
We continue to recommend that everyone follow CDC guidelines around social distancing. If you do need to travel with us, know that we are taking extra steps to keep our stations and trains clean, keep you safe, and remain an essential part of transportation in America. See what we are doing here.
Service Impacts
While Amtrak continues to operate, we have temporarily suspended the following services due to reduced demand. See details on service impacts here.
What You Can Do
To protect against all communicable diseases:
Wash your hands: Wash hands frequently with soap and water – and for 20 seconds. If you can’t wash your hands, use hand sanitizer.
Cover your mouth: When sneezing or coughing, use tissues and promptly dispose of them or cover your mouth with your sleeve or elbow.
While we are running reduced service across the country, it is still essential to exercise caution around railroad tracks and crossings. #SeeTracksThinkTrain
Due to the COVID-19 outbreak, many countries have implemented travel restrictions. Here we have collected information on various travel restrictions to destinations that we fly to. Please be advised that the following is subject to change on short notice. We will attempt to update you as promptly as possible.
If you do not have a flight in the next 72 hours we kindly ask you to consider contacting us in a few days. Due to high volumes for incoming calls and requests, we apologize for the delay in our responses. We will do our best to post any updates on our website and social media as soon as the latest information is available.
If you have a ticket with Icelandair and are affected by these restrictions, please read our FAQ.
Following self-quarantine restrictions issued by the Australian government, Delta is temporarily suspending service from Los Angeles to Sydney beginning March 18 through April 11.
The last flight from L.A. to Sydney will depart Tuesday, March 17. The last flight from Sydney to L.A. will depart Thursday, March 19.
See here for a list of all current schedule changes.
CHANGING YOUR FLIGHT
Delta has waived change fees for customers traveling to, from or through Australia through May 31. Additional details are available on delta.com.
To help address customers with immediate travel needs, Delta is asking those who do not have travel in the next 72 hours to wait and contact the airline closer to their trip. Customers can also change or cancel a flight anytime before their travel date using My Trips on Delta.com.
To provide even more flexibility, any Delta ticket expiring in March or April is being extended to enable rebooking and travel until Dec. 31, 2020. If you’re not able to adjust your plans in time and don’t make your flight, your ticket number automatically becomes an unused eCredit within 24 hours that can be used to rebook a flight in My Trips or with Delta Reservations.
CAPPED FARES
To ensure customers can travel with financial peace of mind, Delta will cap fares to and from all destinations Delta serves throughout the U.S. and Canada through March 31. These fare caps are in place in all cabins, from Delta One to Main Cabin.
PROVIDING A SAFE AND CLEAN ENVIRONMENT
Delta’s highest priority is to ensure the health and safety of customers and employees. The airline is regularly disinfecting check-in kiosks, ticket counters, gate areas, jet bridges, and more multiple times a day. More information on our cleaning procedures can be found here.
Amtrak Has Cancelled the Winter Park Express service for the remainder of the 2019 – 2020 ski season.
Customers with reservations on trains that are being modified will be contacted and typically be accommodated on trains with similar departure times or another day.
Amtrak is waiving change fees on all existing or new reservations made before April 30, 2020. To change reservations, log in to your account or go to Modify Trip on Amtrak.com, or find your reservation from your account on the home screen in the Amtrak app. A fare difference may apply to your new itinerary. If you want to cancel your reservation, you must call 800-USA-RAIL (not available via Amtrak.com or the app).
