Seek help at Border Airline can become a challenge.
Frontier said the airline had removed the customer service phone line. Passengers will no longer be able to call about bookings, or more urgent issues such as delays, cancellations and lost baggage.
Instead, Frontier passengers needing assistance will have to use an online chatbot, 24/7 live chat available on the airline’s website, social media channels or WhatsApp, the airline said.
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CNN reported that the phone line was dropped last week, ahead of the busy Thanksgiving holiday season.
“We recognize that most customers prefer to communicate via digital channels,” an airline spokesperson said in a statement provided to TPG, noting that customers can still use use those options to “get the information they need as quickly and efficiently as possible.”
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Ultra-low-cost airline Frontier is known for cutting costs, like some other ULCCs. However, the removal of customer service over the phone is a rather unusual measure. This appears to be the first time an American airline has completely cut its customer service hotline.
However, Frontier is not the only airline operating without phone customer service. Breeze Airways, the new ULCC startup of JetBlue founder David Neeleman, has relied on online chat since its launch in 2021. The airline has no reservation phone lines or customer service.
The change in Frontier comes like the opponent ULCC Spirit Airlines partners with JetBlue — after Spirit shareholders rejected a Frontier’s previous bid. The merger, if approved by regulators, would see JetBlue lure Spirit’s employees and aircraft under its own brand, essentially ending Spirit and making Frontier the main US ULCC.
Editor’s Disclaimer: The opinions expressed here are those of the author alone, not those of any bank, credit card company, airline or customer chain. hotels and has not been reviewed, approved or endorsed by any of these organizations.
