Frontier, the budget friendly airline that charges for everything from in-flight snacks to carry-ons, is looking to cut costs even more by doing away with its customer service phone line. Customers can only contact Frontier's agents through the live chat on its website, or on social media, if they have a question.
Frontier's customer service has transitioned to fully digital communications, which is supposed to help customers get the information they need as quickly and efficiently as possible. When customers try to call the phone number that Frontier removed from its website, they are greeted with a message that says "chat online instead."
At Frontier, we offer the lowest fares in the industry by operating our airlines as efficiently as possible. We want our customers to be able to operate efficiently as well, which is why we make it easy to find what you need at FlyFrontier.com or on our mobile app. We also have a chat service available 24/7.
If you agree to chat, Frontier will text you a link to the company's live chat on its website, where you're required to deal with a chatbot before you can get in touch with an actual human The transition came into effect last weekend. Most customers prefer to communicate via digital channels.
According to the company's November 15th investor presentation, one-to-one voice calls are "unscalable, inefficient, and expensive" and suggest implementing a three-to-one live chat that would have one agent servicing three customers at a time. Jack Filene, Frontier's senior vice president of customers said that it would take a call center agent many, many minutes to research and find an answer to a question like that. That can be answered very quickly by the chatbot.
The Department of Transportation ordered Frontier Airlines to give refunds and compensate customers for canceled or significantly changed flights. The DOT considers the practice of Frontier Airlines giving vouchers instead of refunds to be illegal.
Frontier is one of the largest airlines that doesn't allow customers to call. The budget airline, which tried to acquire Frontier, still allows customers to talk to agents over the phone. While dealing with long hold times when calling customer service is a pain, a phone line still seems necessary to have as an option for people who aren't so tech savvy.
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