American low-cost company Frontier Airlines has announced that it no longer offers customers the possibility to call their live agents to book flights or resolve issues.
Last week, the low-cost airline announced it has transitioned to fully digital communications. When customers call the customer service line, they are met with a pre-recorded message telling them about the other options they have for contacting the airline. Instead, customers seeking help or information will have to rely on an online chatbot, social media channels, or WhatsApp.
“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.”
Those who need to speak to a live agent can use the carrier’s 24/7 chat tool.
"If live agent support is needed, we have live chat available 24 hours a day / 7 days a week," added Frontier.
Generally, it's uncommon for even budget airlines not to have a customer service call center. Its low-cost flight competitors, Spirit Airlines and Allegiant Airlines, still use call centers with live agents. Frontier Airlines 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, so it came as a surprise when they announced such a change.
Headquartered in Denver, Colorado, the low-cost company offers approximately 120 destinations in the U.S., the Caribbean, Mexico, and Central America."Low Fares Done Right" is Frontier’s way of saying that they aim to deliver the lowest fares while offering an enjoyable flying experience for travelers.