Low-cost carrier Frontier Airlines has taken the unusual step of axing its customer service phone line in a move that could annoy frequent flyers.
From now on, the airline’s customers can’t make bookings by calling the airline, nor can they pick up the phone to speak to a customer service agent. Instead, passengers looking to talk to a customer service agent will have to do so online via a 24/7 live chat service on its website, mobile app, or social media. Passengers can still make inquiries and complaints at the carrier’s customer service desks within airports.
When calling Frontier’s customer service number, passengers will be greeted with a prerecorded message. “Hello, you’ve reached Frontier Airlines, home of low fares done right. 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 as well, 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.”
The Denver-based airline has said it decided to cut its customer service call center and transition to an all-digital service to make bookings, inquiries, and complaints more efficient for its passengers. “Our Customer Care function recently transitioned to fully digital communications, which enables us to ensure our customers get the information they need as expeditiously and efficiently as possible,” said Frontier. “We have found that customers prefer communicating via digital channels.”
According to the airline, “If live agent support is needed, we have live chat available 24 hours a day / 7 days a week. Customers may also chat with us via common social media channels and WhatsApp.”
The decision to axe its customer service call center is a somewhat unusual one in the airline industry. Most carriers, even ultra-low-cost ones like Spirit Airlines and Allegiant Airlines, still allow their passengers to speak to a live customer agent over the phone. However, it is not unique, as fellow budget airline Breeze Airways also reportedly doesn’t offer customers this option.
Like Frontier, Breeze customers can still make bookings, inquiries, and complaints on its website or via its social media channels such as Facebook Messenger and Twitter.
The reasons Frontier dropped the service are also quite surprising, claiming that this is what the airline’s passengers want. The carrier hasn’t mentioned the need to cut costs, which some suspect may have been the case following its failed merger with Spirit Airlines in July.
Frontier has also recently been forced to pay a $7.5 million fine due to a dispute over passenger refunds for canceled flights.
