Frontier eliminates phone support for customers

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If the move is permanent, Frontier would be the largest U.S. airline not to offer telephone assistance.
If the move is permanent, Frontier would be the largest U.S. airline not to offer telephone assistance. Photo Credit: Frontier Airlines

Frontier Airlines has done away with customer support by telephone.

The carrier's former customer support number, (801) 401-9000, now answers with the following message: 

"We offer the lowest fares in the industry by operating our airlines as efficiently as possible. We want our customers 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."

The recording does not offer customers an option to speak with an agent. 

The change was made last weekend, Frontier said. 

"We have found that most customers prefer communicating via digital channels," the discount carrier said. "Customers can visit our website and interact initially with a chatbot which provides answers to common questions. If live agent support is needed, we have live chat available 24 hours a day / 7 days a week. Customers may also chat with us via common social media channels and Whatsapp."

The change was noted on Tuesday on Twitter by Brett Snyder of the Cranky Flier blog

Frontier is the largest U.S. airline not to offer telephone assistance. Discount carrier Breeze Airways launched in spring 2021 with an all-digital customer service. Discount transatlantic startup Norse Atlantic also does not offer telephone support.
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This report was updated Nov. 23 with comment from Frontier.

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