Frontier Airlines no longer has a customer service phone line


New York
CNN

Customers who need flight information or want to make changes to travel plans The company confirmed to CNN Saturday that it can no longer contact Frontier Airlines and speak to an agent.

Starting last week, the ultra-low-cost carrier said it had transitioned to all-digital communications. Customers seeking assistance or information from the carrier must transact With online chatbot, social media channels or WhatsApp. Those who need to speak to a live agent can use the chat tool 24/7.

“We’ve found that most customers prefer to communicate through digital channels,” company spokeswoman Jennifer F. de la Cruz said in a statement, noting that they can now receive information “as quickly and efficiently as possible.”

Frontier is known for its cost-cutting measures, such as charging for advance seat assignments and hand baggage that exceeds the carrier’s size rules. (Checks its dimensions when boarding).

Customers calling the customer service phone number are now Welcomed with an automated message saying: “At Frontier, we offer the lowest fares in the industry by operating our airline as efficiently as possible. We want our customers to be able to operate efficiently too, which is why we make it easy to find what you need at Flyfrontier.com Or on our mobile app. We also have a chat service available 24/7.”

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

No wonder Frontier wants to do away with customer service over the phone. The Department of Transportation said in November that it would impose $7.25 million in fines on six airlines for “extreme delays” in providing refunds to passengers since the start of the Covid-19 pandemic. The only US carrier was Frontier, which the agency fined $2.2 million.

Frontier recently launched an annual unlimited airline pass that’s now $799 — though it does come with caveats, like blackout periods centered around the holidays. Customers also cannot book a domestic flight more than one day in advance.

It is not the only carrier without a call center for its customers. Breeze Airways, the airline founded by JetBlue’s David Neilman, hasn’t even done that Have a call center phone number. Customers are advised to contact the carrier via Facebook Messenger, text or email or they can make changes to their flights on its app and website.

— CNN’s “Geneva Sands” and “Pete Mountain” contributed to this report.

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