Frontier Airlines Scraps Its Customer Service Helpline
Getting help with your canceled or delayed flight may get a little harder if you’ve booked a flight with Frontier Airlines. Why? Because the airline has basically pulled the plug on its customer service helpline.
That means customers will have to rely on a chatbot on Frontier’s website, a live chat available 24/7, its social media channels, and WhatsApp to contact the airline, according to Jennifer De La Cruz, spokesperson for Frontier.
De La Cruz told NPR that the change “enables us to ensure our customers get the information they need as expeditiously and efficiently as possible.” She said the airline found that most customers preferred communicating through online channels.
Two weeks ago, Frontier eliminated its call center, joining Breeze Airways in not providing passengers with a customer service helpline. Other budget competitors, like Spirit Airlines and Allegiant Airlines, still use call centers staffed by live representatives.
The decision to scrap the customer service helpline comes after Frontier – one of six airlines – was fined $7.5 million for refusing to give customers refunds for canceled flights. And if you recall, in July, Frontier’s deal to merge with Spirit Airlines failed, instead, Spirit settled a deal to merge with its competitor JetBlue.
