Frontier Airlines is no longer operating a customer service phone line, and is instead routing customers through its website to chatbot, live chat, WhatsApp and social media for help.
Here’s what customers now hear when they call the airline:
“At Frontier, we offer the lowest fares in the industry by operating our airlines 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 FlyFrontier.com or on our mobile app. We also have a chat service available 24/7.”
The Denver-based budget airline, for which Denver International Airport serves as a major hub, is one of the largest airlines to end customer service by phone. Other budget airlines like Spirit and Allegiant still have customer service lines.
Frontier spokesperson Jennifer De La Cruz said that the company found most customers prefer digital communication over phone calls.
“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,” she said in a statement.
It’s unclear how many people only have access to landlines at home, but a 2021 Pew Research survey found that 7% of Americans do not use the Internet, and that 23% do not have access to high-speed broadband service at home. Those without Internet are more likely to be older Americans earning less than $30,000 per year and are more likely to live in rural areas.
Frontier did not respond to questions about how people with landlines could access customer service.