Phone Customer Service Is a Thing of the Past for One Major Airline

Want to call your airline for support? Well, think again!

©American Airlines

A major airline said goodbye to its customer service phone support as guests will no longer be able to call and speak to a customer support agent for assistance going forward.

According to CNBC, Frontier Airlines completed its transition to a fully online, mobile and text service and got rid of the customer service phone number. The airline said in a statement the change will ensure customers get “the information they need as expeditiously and efficiently as possible.”

David Zalubowski,Copyright 2020 The Associated Press. All rights reserved.

Passengers who call Frontier’s customer service number will now get an automated message that directs guests to where can receive assistance:

“At Frontier, we offer the lowest fares in the industry by operating our airline as efficiently as possible. We want our customers to be able to operate efficiently as well, which is why we make it easy to find what you need at or on our mobile app.”


Frontier’s Senior Vice President of customers, Jack Filene said he believed the change will help labor costs for the company and speed up transactions for customers.

“We are supporting higher labor rates in the voice channel, and we’re limited to this one-to-one interaction,” Filene said. “Think about the most sort of obscure question a customer might ask that would take a call center agent many, many minutes to research and find an answer to. The chatbot can answer that very quickly.”

Time to fly!

With the change, Frontier is looking to cut down on the $182 million the company spent on labor costs last quarter which is up nearly 70% from the same period in 2019.

Frontier isn’t the only one getting rid of its call center — new U.S. Carrier, Breeze Airways is also offering only text, email, and Messenger options for customer service going forward.

Stay tuned to AllEars for the latest airline news!

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