Case Study: Frontier Airlines achieves 70% drop in negative feedback and reduced call-center costs with Medallia for Digital

Improved Online Customer Experience and Decreased Negative Feedback by 70%

Frontier Airlines, the Denver-based low-fare carrier serving 80+ cities, needed better insight into how customers experienced its website — they lacked visibility into online sentiment, wanted to increase self-service, reduce call center costs, and optimize site navigation. To address this, Frontier partnered with Medallia and deployed Medallia for Digital’s Voice of Customer solution.

Medallia implemented Always On feedback, targeted Intercept Surveys and real-time closed-loop workflows on FlyFrontier.com, helping Frontier uncover a broken luggage sales flow and add a “How to Buy Bags” page. The result: luggage-related negative feedback dropped from 10% to 3% (a 70% decline), over 10,000 users self-served online, significant reductions in call center calls and costs, and the program delivered rapid ROI after going live in weeks.

Frontier Airlines

Jessica Smith

Digital Marketing Strategy Manager