Airplane (unsplash photo, vecteezy)
Say hello to the Frontier Airlines call center. The company last weekend completed its transition to online, mobile and text-based support, allowing it to ensure customers get “the information they need as quickly and efficiently as possible,” spokeswoman Jennifer de la Cruz told CNBC in an emailed statement.
Passengers who call the customer service number listed on Frontier’s website now receive the message: “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 efficiently as well, which is why we Makes it easy to find what you need on Flyfrontier.com or our mobile app.”
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Those who want to send text messages to the provider can receive a link to do so sent to their phone. Most major carriers still offer customer service lines. But Frontier, which charges fees for everything from advanced seat assignments to carry-on bags and snacks, is often looking for ways to cut costs. During its investor day earlier this month, Frontier hinted that it would stop offering customer service by phone, a change that travel website Travel Noire reported earlier this week.
Jack Fillin, Frontier’s senior vice president of customers, said during the Nov. 15 investor presentation that the change will help lower labor costs and speed up transactions. “We support higher work rates in the voice channel, and we are limited to one-on-one interaction,” Fillin said. In contrast, he said a chat agent can handle three inquiries at once, and possibly more.
Frontier is not alone in giving up a call center. Breeze Airways, the new American airline launched by JetBlue founder David Neelman, also offers only text, email or Messenger options for customer service. “With online options, our average guest request is completed within 15-20 minutes,” Breeze spokesman Gareth Edmondson-Jones said.
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