Frontier Airlines ends over-the-phone customer service

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DENVER (KDVR) — Denver-based Frontier Airlines announced that it is no longer offering customer service over the phone. Instead, the airline will switch entirely to online-based interactions.

The customer service options will now be accessible through its website, social media, text messages or WhatsApp.

A spokesperson for Frontier said this will allow for quicker responses, as chat agents can help three people or more at a time. Frontier told FOX31 that the average guest request can be completed within 15 to 20 minutes.

The change comes as long hold times on customer service phone lines caused problems for fliers primarily over the summer when the airline experienced a surge in cancellations and delays.

Frontier Airlines sent FOX31 this statement:

“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. We have found that most customers prefer communicating via digital channels. 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 and seven days a week. Customers may also chat with us via common social media channels and Whatsapp.”

Frontier Airlines

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