Friday, March 31, 2023
Home Technology Frontier Airlines shut down its customer service phone line

Frontier Airlines shut down its customer service phone line

Frontier, the budget-friendly airline that fees for every part from in-flight snacks to carry-ons, is seeking to reduce prices much more by taking away its customer support cellphone line (via CNBC). Prospects with questions on their reservations can now solely contact Frontier’s brokers by way of the reside chat on its web site, through WhatsApp, or on social media.

In an emailed assertion to The Verge, firm spokesperson Jennifer De La Cruz confirmed that Frontier’s customer support has “transitioned to completely digital communications,” which is meant to assist “guarantee clients get the data they want as expeditiously and effectively as attainable.” When clients attempt to name the cellphone quantity that Frontier eliminated from its website (however nonetheless surfaces on Google), they’re greeted with this message earlier than getting the choice to talk on-line as an alternative:

At Frontier, we provide the bottom fares within the trade by working our airways as effectively as attainable. We wish our clients to have the ability to function effectively as nicely, which is why we make it straightforward to search out what you want at or on our cell app. We even have a chat service accessible 24/7.

For those who agree to talk on-line, Frontier will textual content you a hyperlink to the corporate’s reside chat on its web site, the place you’re required to take care of a chatbot earlier than you will get in contact with an precise human. In keeping with De La Cruz, the transition was rolled out steadily and got here into pressure final weekend. “We’ve discovered that the majority clients choose speaking through digital channels,” De La Cruz provides.

This follows the corporate’s November fifteenth investor presentation, which states that one-to-one voice calls are “unscalable, inefficient, and costly” and suggests implementing a three-to-one reside chat that might have one agent servicing three clients at a time. “Take into consideration essentially the most form of obscure query a buyer would possibly ask that might take a name heart agent many, many minutes to analysis and discover a solution to,” Jack Filene, Frontier’s senior vice chairman of consumers stated through the presentation, CNBC experiences. “The chatbot can reply that in a short time.”

Frontier is without doubt one of the largest airways to chop clients off from its cellphone traces. Even the finances airline Spirit, which attempted to acquire Frontier over the summer season, nonetheless lets clients speak to brokers over the cellphone. Whereas coping with lengthy maintain occasions when calling customer support is a ache, a cellphone line nonetheless appears essential to have as an choice, particularly for people who aren’t so technologically savvy.

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