Frontier Chat has become basically unusable
May 9, 2024 | 12:56 pm
#1
Original Poster
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,230
Frontier Chat has become basically unusable
I needed help on a 5+ hour Frontier delay yesterday. The Chat function is set up to discourage chatting. If you figure out a way to get into the agent queue, you will have about an hour wait for help, at which time you are likely to be disconnected before you get help.
Frontier will not last 2 more years if they don't fix this. In the meantime, I would encourage a DOT investigation. There needs to be a plausible means to contact your airline and get assistance.
Frontier will not last 2 more years if they don't fix this. In the meantime, I would encourage a DOT investigation. There needs to be a plausible means to contact your airline and get assistance.
May 9, 2024 | 1:06 pm
#2
Original Poster
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,230
Personally, I would support a DOT rule requiring a US airline to have a phone number where agent assistance is provided. I can see how, in theory, an online chat function could be offered as a reasonable alternative, but Frontier shows how easily that alternative can be mismanaged and abused.
May 10, 2024 | 6:58 am
#4
Join Date: Jan 2005
Location: DEN
Programs: UA Gold-MM, AA Gold-MM, F9-Silver, Hyatt Something, Marriott Gold, IHG Plat, Hilton Diamond
Posts: 6,443
And the credit card enabled vending machines are even better, cause a simple charge-back does the trick.
Same with Frontier on both accountts...
May 11, 2024 | 7:16 am
#5
Join Date: May 2008
Posts: 65
Sure, but there's a time and frustration cost, which usually isn't worth it for me.
May 12, 2024 | 3:48 pm
#6
Original Poster
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,230
So after about an hour and a half of mostly waiting for an agent, including one disconnection, a got a chat agent to give my wife and I each a $150 voucher for our 5 plus hour delay. The voucher is single use and needs to be booked within 90 days. He said it was good for the total price of the ticket, and was not one of their nearly worthless base Fare only vouchers. Worth the effort to complain? Best voucher I've ever gotten from them, but after the 5 hour delay and all the chat hassle, it is hard to recommend the airline.
May 12, 2024 | 5:18 pm
#7
Join Date: Jul 2021
Location: LAS
Programs: Hilton, Delta, Hyatt, MGM
Posts: 315
For anyone traveling in the next or past 24 hours and/or has Frontier Elite Status, then you can use their phone number. The agents are pretty terrible but at least it's quicker than chat. The phone number is 801-401-9000.
May 13, 2024 | 10:32 pm
#8
Join Date: Jan 2005
Location: DEN
Programs: UA Gold-MM, AA Gold-MM, F9-Silver, Hyatt Something, Marriott Gold, IHG Plat, Hilton Diamond
Posts: 6,443
I'd say this deserves it's own thread.
May 23, 2024 | 1:30 pm
#9
Join Date: May 2003
Location: RDU
Programs: TSA/INS/FBI Platinum (stopped last 12 of 13 int'l returns - the computer broke once)
Posts: 2,653
The line I use with them is "I don't hate myself enough to fly Frontier" and I won't book anyone else on them unless they know exactly what they're getting into and are okay with it (sometimes the price or non-stop option wins out).