Frontier Airlines Eliminates Customer Service Phone Line

Frontier Airlines (NASDAQ: ULCC) confirmed that it is cutting its customer service lines for flyers. Customers will now only be able to reach Frontier agents amid the company’s website, via WhatsApp, or on social media.

“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,” Frontier spokesperson Jennifer de la Cruz said in an emailed statement.

Frontier’s senior president of customers, Jack Filene, stated that the change would help reduce labor costs and speed up transactions. Additionally, the carrier has hired more workers and provided new channels for customers to change flights themselves or to contact them via text. 

“We are supporting higher labor rates in the voice channel, and we’re limited to this one-to-one interaction,” Filene said. By contrast, he said a chat agent could handle three inquiries at once, and possibly more.

“Think about the most sort of obscure question a customer might ask that would take a call center agent many, many minutes to research and find an answer to. The chatbot can answer that very quickly,” he said.

Frontier is not the only airline to make this move. Breeze Airways, a new U.S. carrier launched by JetBlue founder David Neeleman, also offers only text, email, or Messenger options for customer service.