Delta Airlines, facing a huge customer service backlog that has left passengers on hold for hours, has once again removed change fees for basic economy, at least through December 31.
Over the past years, all the major airlines waived those fees, permanently in most cases but recently restored them for cheap basic economy fares. With a rush of calls and other communications, the airline has chosen to take a pause on the fees. In the meantime, Delta says, it’s looking to hire 5,000 new customer service workers to handle the flood of requests.
The waiver allows passengers to make free changes in date, time or destination on Delta’s website without contacting agents. If the new flight has a higher price, the difference will be charged; if the new flight is cheaper, Delta will issue a credit for future travel.
