ALL NEWS

Frontier Airlines no longer has a customer service phone line

Nov 26, 2022, 8:34 PM
Frontier Airlines...
Frontier Airlines plane seen at Cancun International Airport. On Wednesday, December 08, 2021, in Cancun International Airport, Cancun, Quintana Roo, Mexico. (Photo by Artur Widak/NurPhoto via Getty Images)
(Photo by Artur Widak/NurPhoto via Getty Images)

(CNN) — Customers who need flight information or want to make changes to travel plans can no longer call Frontier Airlines and speak to an agent, the company confirmed to CNN Saturday.

Starting last week, the ultra low-cost airline said it has transitioned to fully digital communications. Customers seeking help or information from the carrier must deal with an online chatbot, social media channels or WhatsApp. Those who need to speak to a live agent can use the carrier’s 24/7 chat tool.

“We have found that most customers prefer communicating via digital channels,” spokesperson Jennifer F. de la Cruz said in a statement, saying they can now receive information as “expeditiously and efficiently as possible.”

Frontier is known for its cost-cutting measures, such as charging for advance seat assignments and for carry-on bags that exceed the carrier’s size rules. (It checks their dimensions when you board).

Customers who call the customer 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.”

Its low-cost flight competitors, Spirit Airlines and Allegiant Airlines, still use call centers staffed by live agents.

It’s no wonder Frontier wants to get rid of customer service over the phone. The Department of Transportation in November said it is issuing $7.25 million in fines against six airlines for the “extreme delays” in providing refunds since the start of the Covid-19 pandemic to passengers. The only US carrier was Frontier, which was fined $2.2 million by the agency.

Frontier recently launched an unlimited annual flight pass currently for $799 — though it comes with caveats, such as blackout periods concentrated around the holidays. Customers also can’t book a domestic flight more than a day in advance.

It’s not the only carrier without a call center for its customers. Breeze Airways, an airline founded in 2018 by JetBlue’s David Neeleman, does not even have a call center phone number. Customers are advised to contact the carrier via Facebook Messenger, text, email or they can make changes to their flights on its app and website.

— CNN’s Geneva Sands and Pete Muntean contributed to this report.

We want to hear from you.

Have a story idea or tip? Send it to the KSL NewsRadio team here.

Today’s Top Stories

All News

balloons...
By Natasha Bertrand and Haley Britzky, CNN

Pentagon says it had ‘an awareness gap’ that led to failure to detect 3 Chinese balloons under Trump

The American military had a "domain awareness gap" that allowed 3 other suspected Chinese spy balloons to transit the United States undetected
17 hours ago
For the second year, Utah Transit Authority (UTA) will be hosting “My BeUTAHful” art competitio...
Elizabeth Weiler

Win a UTA pass, art supplies and gift cards in student art competition

For the second year, Utah Transit Authority (UTA) will be hosting “My BeUTAHful” art competition. From now until March 20, students k-12 may submit their original art following the theme "Imagine + Lead + Change".
17 hours ago
people are pictured searching for others in the rubble following the earthquake in turkey and syria...
Britt Johnson

US on standby to aid Turkey and Syria after earthquake

The earthquake that hit Turkey and Syria has killed thousands. Efforts to rescue survivors continue, along with possible aid from the U.S.
17 hours ago
Rev. Martin Luther King Jr....
Curt Gresseth

Is the American Dream still alive and well today?

A senior fellow and director of poverty studies at the American Enterprise Institute discusses the state of the American Dream today in the United States.
17 hours ago
Two employees were pronounced dead after being reported unconscious at the Northrop Grumman Space ...
Waverly Golden

GoFundMe created for passing of two employees at Northrop Grumman

Two employees were pronounced dead after being reported unconscious at the Northrop Grumman Space Systems on Jan. 30, just after 6 p.m.
17 hours ago
inversion is pictured in a Herriman neighborhood...
Adam Small

Inversion could build again this week

As of late, Air quality has improved along the Wasatch Front, but inversion may rebuild in the coming days depending on winter storms.
17 hours ago

Sponsored Articles

Banner with Cervical Cancer Awareness Realistic Ribbon...
Intermountain Health

Five Common Causes of Cervical Cancer – and What You Can Do to Lower Your Risk

January is National Cervical Cancer Awareness month and cancer experts at Intermountain Health are working to educate women about cervical cancer, the tests that can warn women about potential cancer, and the importance of vaccination.
Kid holding a cisco fish at winterfest...
Bear Lake Convention and Visitors Bureau

Get Ready for Fun at the 2023 Bear Lake Monster Winterfest

The Bear Lake Monster Winterfest is an annual weekend event jam-packed full of fun activities the whole family can enjoy. This year the event will be held from January 27-29 at the Utah Bear Lake State Park Marina and Sunrise Resort and Event Center in Garden City, Utah. 
happy friends with sparklers at christmas dinner...
Macey's

15 Easy Christmas Dinner Ideas

We’ve scoured the web for you and narrowed down a few of our favorite Christmas dinner ideas to make your planning easy. Choose from the dishes we’ve highlighted to plan your meal or start brainstorming your own meal plan a couple of weeks before to make sure you have time to shop and prepare.
Spicy Homemade Loaded Taters Tots...
Macey's

5 Game Day Snacks for the Whole Family (with recipes!)

Try these game day snacks to make watching football at home with your family feel like a special occasion. 
Happy joyful smiling casual satisfied woman learning and communicates in sign language online using...
Sorenson

The Best Tools for Deaf and Hard-of-Hearing Workplace Success

Here are some of the best resources to make your workplace work better for Deaf and hard-of-hearing employees.
Team supporters celebrating at a tailgate party...
Macey's

8 Delicious Tailgate Foods That Require Zero Prep Work

In a hurry? These 8 tailgate foods take zero prep work, so you can fuel up and get back to what matters most: getting hyped for your favorite
Frontier Airlines no longer has a customer service phone line