Airline Says Leaked Internal Memo Did Not Reflect Official Ticket Change Policy
CHICAGO — United Airlines has reversed guidance contained in a leaked internal memo that appeared to allow passengers to switch flights for free if they did not want to travel through the newly renamed President Donald J. Trump International Airport in West Palm Beach, Florida.
The airline confirmed that the internal communication was inaccurate and said customers are not eligible for complimentary ticket changes solely because an airport has been renamed or assigned a different three-letter code.
The clarification follows widespread attention surrounding the memo, which suggested reservation agents could rebook travelers onto flights serving nearby airports without charging additional fares. The guidance surfaced days after the Florida airport officially adopted its new name and quickly sparked debate online.
Leaked Memo Suggested Complimentary Airport Changes
Internal Guidance Allowed Rebooking to Nearby Airports
The internal message, dated July 8, 2026, carried the subject line “West Palm Beach, Florida Airport Name and Code Change.” It instructed reservation agents to assist customers who objected to flying into the renamed airport by offering alternative destinations, including Fort Lauderdale-Hollywood International Airport and Miami International Airport.
According to the memo, agents were instructed:
“If a customer does not want to fly to the airport, use your empowerment to offer acceptable alternatives such as Fort Lauderdale Airport (FLL) or Miami International Airport (MIA).”
The guidance also included a suggested response for reservation representatives:
“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?”
Under the instructions, agents could process those itinerary changes as an “even exchange,” allowing passengers to switch airports without paying any fare difference, even if the replacement flight was more expensive. Such flexibility would have represented an unusual exception for a request based solely on an airport’s name.
The memo was first reported by Live and Let’s Fly on July 16 and quickly gained attention across social media, prompting United to review the guidance.
United Says Memo Was Incorrect
Airline Reaffirms Official Ticket Change Rules
United has acknowledged that the memo reached reservation agents but said its wording failed to reflect the airline’s official policy.
The carrier stated:
“That internal message was poorly worded and not accurate.”
United also emphasized that while customers can qualify for fee-free itinerary changes under certain circumstances, an airport’s name is not one of them.
The airline added:
“United customers are able to make changes to a ticket without a fee for many reasons.
However, our policy doesn’t allow for changes because of an airport’s name or three-letter code.”
The clarification means passengers cannot request complimentary rebooking simply because they prefer not to travel through the renamed airport.
Airport Renaming Followed State Legislation
President Donald J. Trump International Airport officially adopted its new name on July 9 after a series of legislative and regulatory approvals.
The Florida Legislature approved the measure earlier this year with votes of 81-30 in the House and 25-11 in the Senate. Governor Ron DeSantis signed the legislation into law on March 30, and the Federal Aviation Administration approved the name change on May 15.
The airport is believed to be the first commercial airport in the United States to be named after a sitting president.
Before the change became official, Palm Beach County entered into a licensing agreement with President Donald Trump because his name is trademarked. County commissioners approved the agreement in a closely divided 4-3 vote.
Officials estimate the total cost of implementing the name change at approximately $5.5 million, with expenses shared equally between the state and the airport.
Airport Codes Remain in Transition
Although the airport now carries its new official name, passengers may still see its previous identifier during the booking process.
The FAA changed the airport’s location identifier to DJT, while the International Civil Aviation Organization assigned the code KDJT effective July 9. However, the International Air Transport Association airport code remains PBI until August 18, 2026.
As a result, airline reservation systems continue displaying the airport as West Palm Beach, FL, US (PBI) during flight searches, despite recognizing the new DJT designation behind the scenes.
The transition has contributed to confusion among some travelers.
Following the renaming, the airport reportedly received hundreds of complaints through its online contact form, while some travelers publicly stated they intended to avoid flying through the facility.
What Travelers Should Know
United says its ticket policies remain unchanged despite the confusion created by the leaked memo.
Passengers may still qualify for fee-free changes under eligible fare rules or other travel disruption policies. However, the airline has made clear that an airport’s new name or updated three-letter code does not, by itself, qualify customers for complimentary rebooking to another destination.
Travelers with questions about itinerary changes are encouraged to review United’s applicable ticket policies before requesting modifications.
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