If you need to speak with a customer service representative, you’ll have to do so solely through digital means now.
DOT ordered Frontier to pay a $2.2 million fine for delaying flight refunds so long that they violated consumer-protection rules. Frontier was also ordered to pay $222 million in refunds.
In a consent order, the government charged that Frontier changed its definition of a significant delay to make refunds less likely, and an online system to process credits went down for a 15-day period in 2020. De la Cruz told The Associated Press the Denver-based airline issued nearly $100 million in "goodwill refunds," including to people with non-refundable tickets who canceled on their own and were not entitled to a refund under federal law.
The refunds "demonstrate Frontier’s commitment to treating our customers with fairness and flexibility," de la Cruz said.Earlier this month, Frontier also introduced an all-you-can-fly annual pass for domestic travel. through Nov. 28 for $799, and gets the pass holder on an unlimited number of flights for one year.
And earlier this year, Frontier was in talks to merge with fellow U.S. budget airline Spirit to compete with American, United, Delta and Southwest, though the deal was abandoned over the summerFrontier’s business motto offers rock-bottom fares but, like other budget airlines, tacks on fees for some things that bigger carriers include with most tickets, from soft drinks to room for a bag in the overhead bin.
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Frontier Airlines cuts customer service phone line, transitions to fully digital communicationsFrontier airlines customers seeking help or information must now deal with an online chatbot, social media channels or WhatsApp.
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