Frontier Airlines Cuts Customer Service Phone Number Ahead of Busy Travel Season

Closeup of airplane aircraft departures taking off from the MSP - Minneapolis / St Paul Airport in Minnesota taking off from the MSP - Minneapolis / St Paul Airport in Minnesota stock photo
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In an all-to-familiar refrain, another company is cutting services in the name of corporate efficiency and tech-first game plans.

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As CNN reported, low-cost carrier Frontier Airlines has changed over to fully digital communications by eliminating its customer support phone service. “We have found that most customers prefer communicating via digital channels,” said Frontier spokesperson Jennifer De La Cruz in a statement.

The transition from phone support to automated or live digital communication was completed this past weekend, according to USA Today. Customers looking for help or flight information will have to engage with an online chatbot — or live agent support via WhatsApp or a web client — moving forward.

Instead of getting through to a service rep when calling Frontier, customers are now greeted with this pre-recorded message: “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 or on our mobile app. We also have a chat service available 24/7.”

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Air Travel Demand Remains Sky High Despite Soaring Costs

This customer service change comes at a time when air travel demand remains high as we approach the hectic holiday season — despite flight prices being the steepest they’ve been in years. According to Fox Business, flyers can expect to pay around 33% more for an average domestic round trip ticket today than they did in 2019, per Hopper’s flight tracking data. For an average international round trip air ticket, prices are approximately $1,300, up 26% from 2019.

And the move by Frontier to receive information, as De La Cruz stated, as “expeditiously and efficiently as possible,” comes shortly after the airline was forced to pay $222 million in refunds and struck with a $2.2 million fine by the Department of Transportation. This penalty came in response to Frontier allegedly refusing or exceedingly delaying customer refunds for cancelled flights, per NPR.  

As Fox Business reported, airlines operating without customer service call centers are rare — and, as CNN detailed, budget air brands like Spirit Airlines and Allegiant Air still employ call center workers to serve customers. Still, there is another airline besides Frontier that has dropped its customer service phone line.

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The Utah-based Breeze Airways also does not have a customer call center. It encourages customers to use the Breeze app and website, or go through Facebook Messenger, text or email for all customer-related flight queries.

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About the Author

David Nadelle is a freelance editor and writer based in Ottawa, Canada. After working in the energy industry for 18 years, he decided to change careers in 2016 and concentrate full-time on all aspects of writing. He recently completed a technical communication diploma and holds previous university degrees in journalism, sociology and criminology. David has covered a wide variety of financial and lifestyle topics for numerous publications and has experience copywriting for the retail industry.
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