Frontier Airlines cuts customer service phone line, transitions to fully digital communications

Customers who need flight information or want to make changes to travel plans can no longer call Frontier Airlines and speak to an agent, the company confirmed to CNN on Saturday.

The ultra-low-cost airline switched to fully digital communications last week. Customers seeking help or information from the carrier have to deal with an online chatbot, social media channels or WhatsApp. Those who need to speak to a live agent can use the carrier’s 24/7 chat tool.

“We have found that most customers prefer communicating through digital channels,” spokeswoman Jennifer F. de la Cruz said in a statement, saying they can now receive information as “quickly and efficiently as possible.”

Frontier is known for its cost-cutting initiatives, such as B. Charging for seat reservations and for carry-on baggage that exceeds the airline’s size restrictions. (It checks your dimensions when you get in).

Customers who now call the customer service number are greeted with an automated message stating, “At Frontier, we offer the lowest fares in the industry by operating our airline as efficiently as possible. We want our customers to be as efficient as possible.” That’s why it’s easy to find what you need on or our mobile app. We also have a 24/7 chat service.”

Its low-cost competitors, Spirit Airlines and Allegiant Airlines, still use call centers staffed by real agents.

No wonder Frontier wants to get rid of telephone customer service. The Department of Transportation announced in November that it was fined six airlines $7.25 million for “extreme delays” in providing refunds to passengers since the start of the Covid-19 pandemic. The only US airline was Frontier, which was fined $2.2 million by the agency.

Frontier recently launched an unlimited annual pass for currently $799 – although it comes with restrictions such as: B. Blackout periods focused on the public holidays. Customers can also book a domestic flight no more than one day in advance.

It’s not the only provider without a call center for its customers. Breeze Airways, an airline founded in 2018 by JetBlue’s David Neeleman, doesn’t even have a call center phone number. Customers are advised to contact the airline via Facebook Messenger, SMS or email, or they can make changes to their flights on their app and website.

(The CNN Wire & 2021 Cable News Network, Inc., a Time Warner Company. All rights reserved.)

Please note: the video at the top of this player is from a previous report Frontier Airlines cuts customer service phone line, transitions to fully digital communications

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