Frontier airlines will no longer allow customers to call a phone number to speak with a live agent. And although the low-cost airline is known for its cost-cutting measures, most major airlines still operate customer service lines.
Customers must instead rely on other ways to contact the airline: a chatbot on its website, a live chat available 24/7, social media channels and even WhatsApp, according to Frontier spokeswoman Jennifer De La Cruz, who confirmed the news. to NPR on Saturday.
The change, De La Cruz said, “enables us to ensure that our customers get the information they need as quickly and efficiently as possible.” She said the airline found that most customers preferred to communicate through online channels.
When customers call the airline’s now-defunct customer service line, they hear a pre-recorded message telling travelers about the other options they have to contact the airline.
“At Frontier, we offer the lowest prices in the industry by running our airline as efficiently as possible,” the airline’s customer service now replies.
The call center was eliminated last weekend, the airline told Travel Noire.
In July, Frontier’s attempt to merge with fellow budget airline Spirit failed. Spirit instead struck a deal to merge with budget airline competitor JetBlue. And in November, Frontier became one of six airlines fined $7.5 million for refusing to refund customers for canceled flights.
It is quite unusual for even budget airlines not to have a customer service center. Two budget competitors, Spirit Airlines and Allegiant Airlines, still use call centers staffed by live representatives, according to CNN. At least one airline, Breeze Airways, also reportedly does not have a customer phone number. Instead, people can make changes to their travel plans through other methods such as the website or Facebook Messenger.