Frontier Airlines axes its customer service helpline
Finding help at Frontier Airlines might become a challenge.
The airline got rid of its customer service phone line, Frontier said. Passengers will no longer be able to call about reservations, or more urgent issues such as delays, cancellations and lost bags.
Instead, Frontier passengers needing assistance will have to use an online chatbot, a 24/7 live chat available on the airline's website, social media channels or WhatsApp, the airline said.
The phone line was eliminated last week, CNN reported, ahead of the busy Thanksgiving travel period.
"We have found that most customers prefer communicating via digital channels," an airline spokesperson said in a statement provided to TPG, noting that customers could still use those options to "get the information they need as expeditiously and efficiently as possible."
Ultra-low-cost carrier Frontier is known for cost-cutting, like several other ULCCs. However, the elimination of phone-based customer service is a fairly unusual measure. It appeared to be the first time that a U.S. airline had entirely cut its customer service hotline.
Frontier was not, however, the only airline to operate without phone-based customer service. Breeze Airways, the new ULCC startup from JetBlue founder David Neeleman, has relied on online chat since its 2021 debut. The airline does not have a reservations or customer service phone line.
The change at Frontier comes as rival ULCC Spirit Airlines works to merge with JetBlue — after Spirit's shareholders rejected an earlier bid by Frontier. The merger, if approved by regulators, would see JetBlue absorb Spirit's employees and aircraft under its own brand, essentially ending Spirit and making Frontier the primary American ULCC.
TPG featured card
at Bilt's secure site
Terms & restrictions apply. See rates & fees.
| 1X | Choose to earn up to 1X points on rent and mortgage payments with no transaction fee |
| 2X | Earn 2X points + the option to earn 4% back in Bilt Cash on everyday purchases |
Pros
- Choice to earn up to 1 Bilt Point per dollar spent on rent and mortgage payments
- Elevated everyday earnings with both Bilt Points and the option to earn Bilt Cash
- $400 Bilt Travel Portal hotel credit per year (up to $200 biannually)
- $200 Bilt Cash annually
- Priority Pass membership
- No foreign transaction fees
Cons
- Moderate annual fee
- Designed primarily for members seeking a premium, all-in-one card
- Earn points on housing with no transaction fee
- Choose to earn 4% back in Bilt Cash on everyday spend. Use Bilt Cash to unlock point earnings on rent and mortgage payments with no transaction fee, up to 1X.
- 2X points on everyday spend
- $400 Bilt Travel Hotel credit. Applied twice a year, as $200 statement credits, for qualifying Bilt Travel Portal hotel bookings.
- $200 Bilt Cash (awarded annually). At the end of each calendar year, any Bilt Cash balance over $100 will expire.
- Welcome bonus (subject to approval): 50,000 Bilt Points + Gold Status after spending $4,000 on everyday purchases in the first 90 days + $300 of Bilt Cash.
- Priority Pass ($469/year value). See Guide to Benefits.
- Bilt Point redemptions include airlines, hotels, future rent and mortgage payments, Lyft rides, statement credits, student loan balances, a down payment on a home, and more.