by Mia Taylor
Last updated: 3:15 PM ET, Fri May 17, 2024
Frontier Airlines is rolling out what it calls “sweeping changes” to its policies and customer service offerings including doing away with the highly unpopular industry norm of charging change fees.
In an announcement today, Frontier said it is working to usher in a "New Frontier” for the airline, an evolution that's focused on improving what customers can expect.
That effort will encompass more transparent pricing, elimination of change fees, and enhanced customer service.
The specifics revealed by Frontier Airlines include:
- Clear, Upfront Pricing and Options: New Economy, Premium, and Business options include benefits like no change fees, bags, seat assignments, and more.
- No Change Fees: Zero change or cancellation fees for Economy, Premium, and Business customers, offering greater flexibility.
- Expanded Customer Benefits and Support: Flight credit expiration extended to 12 months, enhanced live phone support, and more.
- ‘For Less' Price Guarantee: Customers who find a lower price elsewhere can receive 2,500 FRONTIER Miles.
“We are committed to offering more than the lowest fares,” Barry Biffle, Frontier Airlines CEO said in a statement. “No gimmicks, just really low prices and good customer service."
Transparent and Budget-Friendly Options
Moving forward, the carrier will feature four distinct purchase options: Basic, Economy, Premium and Business.
Each option will be “clearly presented at the start of the booking process,” the airline said and each option has been “designed to meet various customers’ needs and budgets, offering significant savings and transparent choices for an enhanced travel experience.”
Additional details on the purchase categories include:
- Business: Designed for travel luxury, this option offers UpFront Plus seating with additional space and comfort, including a guaranteed empty middle seat at the front of the aircraft. This premium option also includes a carry-on bag, two checked bags with an increased 50-pound weight allowance, and first-to-board priority boarding (Board First) with guaranteed overhead bin space.
- Premium: Built for comfort, this option offers a premium seat assignment (subject to availability), along with a carry-on bag and first-to-board priority boarding (Board First) with guaranteed overhead bin space.
- Economy: Provides all the essentials for a streamlined travel experience with a carry-on bag and a standard seat assignment, this option aims to offer a balance between affordability and convenience.
- Basic: Designed for budget travelers, this option includes a personal item, with additional amenities available for purchase, providing flexibility and savings.
The new pricing choices will only be available for tickets are purchased through flyfrontier.com. They will soon also be available on Frontier's mobile app.
Frontier Airlines new Airbus A321neo fuel efficient plane. (Frontier Airlines)
No Change Fees
The airline is also making a rare move for the industry by eliminating change and cancellation fees. This benefit is available to consumers who select Economy, Premium, or Business bundles, according to Frontier.
"Now it's free to change," Biffle said in a statement. "This enhancement is a key part of our promise to make travel with Frontier as flexible and worry-free as possible. We understand that plans can change, and we want to ensure that when they do, our passengers can adjust their bookings without the stress of additional fees."
Enhanced Customer Service
A variety of customer service updates were also part of today's announcement from Frontier, including:
Extended Validity of Flight Credits: Frontier has increased the validity of flight credits issued on or after May 17 from three to twelve months, giving customers greater flexibility.
Additional Support Options: Frontier is reintroducing live phone support for customers within 24 hours of their flight or those with Elite status. Further, a new callback service will soon be available for other inquiries, ensuring that expert assistance is just a call away.
Improved Communication and Technology: This year, Frontier is enhancing both its technology and communication. We’re upgrading our app and website to simplify your travel planning, and improving how we keep you updated on travel days with more frequent SMS and email notifications, ensuring a smoother journey every step of the way.
'For Less' Price Guarantee
Finally, as part of today’s news, Frontier said it's introducing a new “For Less” guarantee.
Here’s how it will work:
If a customer finds a lower price for a comparable flight on the same route and date, Frontier promises to award the customer 2,500 FRONTIER Miles after the traveler has completed their journey with Frontier.
“This guarantee is part of our commitment to ensuring you always travel with confidence,” Biffle said.
For the latest travel news, updates and deals, subscribe to the daily TravelPulse newsletter.
Topics From This Article to Explore
