If you need to communicate with Frontier Airlines about a flight, one method of doing is no longer available.
The Denver-based discount airline announced this week that it has switched to fully digital communications and eliminated a customer service telephone line.
Customers looking to book a flight, make changes to a reservation, or ask questions about any issue with the airline will now have to do so online or on social media. They can chat with an agent on the company website, use WhatsApp, or message on other social media channels.
“We have found that most customers prefer communicating via digital channels,” Jennifer De La Cruz, a spokesperson for Frontier Airlines, told the Denver Post. “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.”
The move will eliminate about 225 jobs, the Denver Post reported.
The company believes the move is one that customers will actually prefer.
“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,” De La Cruz told The Hill. “We have found that most customers prefer communicating via digital channels.”
The move has already been made, with the phone service ending over the Thanksgiving weekend. Customers who call the service line will now get a recording explaining other options for reaching the airline.
Frontier is not the only airline without a customer service phone number, but it might be the first to eliminate one. Breeze Airlines, which began operations last year, handles all customer interactions digitally as well.
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