Frontier Airlines cuts customer service phone line, transitions to fully digital communications

Frontier Airlines cuts customer service phone line, transitions to fully digital communications

Customers who want flight data or need to make adjustments to journey plans can now not name Frontier Airlines and communicate with an agent, the corporate confirmed to CNN on Saturday.

As of final week, the ultra-low-cost airline mentioned it had switched to fully digital communications. Customers searching for assist or data from the service supplier have to take care of a web based chatbot, social media channels or WhatsApp. Those who want to communicate with a reside agent can use the service supplier’s 24/7 chat software.

“We found that most customers prefer to communicate via digital channels,” spokeswoman Jennifer F. de la Cruz mentioned in a press release, saying they’ll now obtain data as “quickly and efficiently as possible.”

Frontier is understood for its cost-cutting measures, akin to fees for advance seat assignments and for carry-on baggage that exceed the service’s measurement guidelines. (It checks their dimensions if you board).

Customers who name the customer service phone quantity are actually greeted with an automatic message that claims, “At Frontier, we offer the lowest fares in the industry by operating our airline as efficiently as possible. We want our customers to be able to operate as efficiently as they do, that’s why we make it easy to find what you need at or on our mobile app. We also have a chat service available 24/7.”

Its low-cost rivals, Spirit Airlines and Allegiant Airlines, nonetheless use name facilities staffed by reside brokers.

It’s no surprise Frontier desires to eliminate customer service over the phone. The Department of Transportation mentioned in November it was issuing $7.25 million in fines towards six airways for “extreme delays” in offering refunds to passengers because the begin of the Covid-19 pandemic. The solely U.S. service was Frontier, which was fined $2.2 million by the company.

Frontier not too long ago launched a vast annual flight move for $799 — although it comes with caveats, akin to blackout intervals concentrated across the holidays. Customers additionally can’t ebook a home flight greater than a day upfront.

It is just not the one service supplier with no name heart for its prospects. Breeze Airways, an airline based in 2018 by JetBlue’s David Neeleman, does not also have a name heart phone quantity. Customers are suggested to contact the service by way of Facebook Messenger, textual content, e-mail or they’ll make adjustments to their flights on its app and web site.

(The-CNN-Wire & 2021 Cable News Network, Inc., a Time Warner Company. All rights reserved.)

Note: The video on the prime of this participant is from a earlier report

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