Two budget airlines are competing to see who can give the worst customer experience. After seeing Frontier Airlines cut its customer service line, Spirit decided to eliminate customer service completely.
After the ultra-low-cost carrier Frontier Airlines eliminated its customer service phone line, Spirit Airlines found itself on the back foot in the ongoing war to the cheapest and least effective customer service in the business
It was announced over the Thanksgiving holiday that Frontier was moving. In a late night meeting, the board of the Spirit decided to completely eliminate their customer service phone line and customer service in general. It's all customer service of any kind.
Frontier made the move during the busiest travel week of the year as millions of people traveled for the Thanksgiving holiday. At a time like that, I respect the balls on Frontier. It was well played.
Employees will be rewarded for being a bit of a dick under the plan. During peak travel holiday periods, schedulers who cancel flights on critical routes will earn critical extra points towards promotions and baggage handler who lose more than 20% of their luggage will get additional days off.
The experts said that the new strategy could help them leapfrog over Frontier in the race to the bottom. It is not likely that the move would allow Spirit to replace American Airlines who have eliminated customer service.
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