IHG One Rewards Kills Email Support. Members Can Still Argue With AI Or Send A Fax

Pointify is tracking this devaluation for the points-and-miles community.

IHG One Rewards has eliminated email customer service, even for Ambassador members, pushing customers to phone support, chat, web forms, or fax instead. That may save staffing costs and reduce complaints, but email is still the best channel for complex loyalty problems because it is asynchronous, creates a paper trail, supports attachments, and makes escalation far easier than babysitting a chatbot or sending a fax into the void.