Frontier Airlines has stopped providing customer support entirely via telephone
Say goodbye to chat!
Frontier made the transition to online, mobile, and text support last week. Customer service via phone became a thing of the past for travelers. The move can help lower Frontier’s labor costs while expediting transactions.
Q3 in Fiscal 2022 was a difficult period for Frontier Airlines. Their operating revenue dropped, their profit plummeted and labor costs increased sharply. Their labor costs were nearly 70% higher than the same period in 2019.
On November 15, Filene predicted,
“You know, there are many times when we might need a live person. Think about the most obscure question a customer might ask that would take a call center agent many, many minutes to research and find an answer. A chatbot can answer that very quickly.”
Frontier claims that most of its customers prefer communicating via chat now, and that its chatbot is available on its website. There are also 24/7 human agents who can help if passengers need additional support for any other reason. Frontier passengers can also receive support using social media channels such as Twitter, Facebook, or Instagram, or through the popular WhatsApp communication app.
Frontier Airlines has now become the largest airline in the United States that doesn’t offer phone support. We’re sad to tell you that our customer service is temporarily out of order, but we’ll do best to get back to you soon!
FlyFrontier.com is a one-stop shop with unbeatable rates, an optimized mobile app, and a personal touch. We want our customers to operate at full capacity as well, which is why we make it easy to find what you’re looking for by placing it in convenient categories on our site or using our chat platform.
It can be difficult to get help from customer service when you have a problem. For high-quality support, Breeze Airways recommends consulting their website. Their average response time is 15-20 minutes, with most problems investigated and solved within 24 hours.
What would happen if Frontier reduced costs by not paying back certain customers?
Many airlines were forced to reduce operations during the recent pandemic, causing flight cancelations. Frontier was the airline who had the highest number of flight cancellations and incurred the largest loss of money with a $222 million refund and a $2.2 million fine.
The United States DOT has been cracking down on American carriers for their poor customer service and refund policies, but the government just pre-emptively announced its new policy that’s designed to keep US airlines from refusing to help travelers who have been inconvenienced.