"Today marks the beginning of a new era for Frontier," Frontier chief Barry Biffle said in a Friday statement, announcing an overhaul likely to go over well with customers. Key among those shifts, per Quartz: the elimination of most fees for changing or canceling flights. Under the previous program, fliers had to fork over $99 to change flights within six days of departure. USA Today notes that travelers buying the cheapest tickets under Frontier's "Basic" fare program will still have to pay change fees.
Some airlines, including Delta, American, and United, ditched change fees during the pandemic, while major carriers like Southwest never charged them in the first place, per CNBC. Biffle notes that change fees were a "top complaint" of his airline's customers. Other changes at Frontier:
- Flight credits issued as of last Friday will now be good for 12 months instead of three.
- The airline is bringing back a live customer-service hotline it scrapped two years ago, allowing customers to troubleshoot flights within 24 hours of takeoff. Elite frequent-flier customers can call anytime.
- In addition to the lowest-priced Basic tickets, Frontier has updated some of its bundles for three other tiers—Economy, Premium, and Business—to include more amenities and services, including seat selection, carry-on bags, and early boarding privileges.
The changes at Frontier come on the heels of new rules
introduced by the Biden administration last month that mandate more transparency on fees and streamline getting customers their refunds. (More
Frontier Airlines stories.)
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