Frontier No Longer Offers Customer Service Via Phone
Frontier Airline just launched its $599 All-You-Can-Fly pass, but if you have any issues with your flights, good luck on reaching a customer service representative.
The airline is no longer offering customer support by phone. Calling their number will now give you 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.
“We have found that most customers prefer communicating via digital channels,” the discount carrier says. “Customers can visit our website and interact initially with a chatbot that 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.”
This is not a completely new concept, especially for smaller carriers. But Frontier is now the largest airline in the U.S. to not offer customer service via phone.
While there are several option that you can still use to contact the airline, I’m sure there are many Frontier customers who don’t use social media or Whatsapp.
HT: Travel Noire
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Did Frontier every have real customer service to begin with? I think not. Electronic customer service while possibly acceptable like phone service only as good as the agent themselves and these days they all stink.
They regularly commit fraud, repletely telling you that a “refundable” ticket gets a credit not a refund and then they try to deduct “fees” from the refund. Its fraud plane and simple. You have to FIGHT for a refund every. single. time. Its outrageous and what they do as SOP.
its Fraud
I am currently 90+ minutes into a Frontier chat right now, trying to get a refund on a refundable ticket purchased with The Works, the add-on which makes it refundable. I have been given 3 reps so far, two of which stopped responding and one that argued that my refundable ticket isn’t refundable. And the chat is still open… If this is what Elites with a simple request get to go through, I can’t wait to see how a complex issue gets resolved.
At the 100 minute mark, I got a rep who claims to have cancelled/refunded my ticket. Wish me luck!
Yes, they have 1 rep who is a supervisor who will not cancel refundable tickets with the works. She says they have to be canceled right at the 24hr mark before the flight and not a minute later or earlier. I have gotten her several times & she will no budge on this issue. I even tell her to ask other reps but she won’t so if you get her you have to just stop chatting & try again later to get someone else
Frontier Airlines made another visionary leadership decision to eliminate customer service phone representatives. Astute C-suite management policies like this should help decrease the considerable passenger criticisms of staying on hold for over 18 hours to talk with a customer service agent regarding receiving a 90-day overdue refund for a canceled Frontier Airlines flight. Since you can not stay on hold because there is no phone number to call, Frontier Airlines may be the new thought leader in exceptional passenger customer service.