Frontier Airlines removes its customer service phone line

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If you’ve been trying to reach Frontier Airlines’ customer service by phone, you’d better hang up and read on. 

The US ultra low-cost carrier has decided to eliminate its customer service call center to fully transition into digital communication.

“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,” a Frontier spokesperson said in a statement seen by USA TODAY, telling the media outlet that it was a gradual transition that was fully completed on the weekend of November 26-27, 2022.

The spokesperson also noted that the airline found that most of its customers prefer communicating via digital channels.

Frontier’s website features a chatbot which can answer common questions. Customers can also email the airline or file formal complaints via its website.

Those who wish to speak to an actual Frontier Airlines’ customer service agent will have to go to an airport where the airline has a check-in or service desk.

Customers who call Frontier Airlines’ service phone number now are greeted with an automated message that says: “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.”

Cost cutting changes are not uncommon for low-cost carriers, especially after the pandemic. However, this is the first time a US airline announced that it is completely getting rid of its customer call center.

It has been a tough period for Denver-based Frontier, who was recently required by the US Department of Transportation (DOT) to pay $222 million in refunds as well as a $2.2 million penalty to passengers who were owed a refund due to a canceled or “significantly changed” flight. 

In June 2022, Southwest Airlines (LUV), a Dallas-based US low cost carrier, announced that it will close its physical customer service center, with service agents working from home permanently.

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