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Frontier Airlines is phasing out customer service by phone

An Airbus A320 Frontier Airlines takes off from Los Angeles International Airport on August 27, 2020 in Los Angeles, California.

AaronP | Bauer Griffin | GC images | Getty Images

Say goodbye to the airline call center – at least in Frontier Airlines.

The low-cost carrier completed a transition to online, mobile and text support over the weekend, allowing it to ensure customers get “the information they need as quickly and efficiently as possible,” spokeswoman Jennifer de la Cruz said in an emailed statement to CNBC. .

Passengers who call the Frontier lists customer service number on their website now receive a message: “At Frontier, we offer the lowest fares in the industry, managing our airline as efficiently as possible. We want our customers to be able to work efficiently as well. , so we’re making it easy to find what you’re looking for on Flyfrontier.com or our mobile app.”

Those who want to send a text message to their carrier can receive a link to do so on their phone.

Most major carriers still offer customer service lines. But Frontier, which charges for everything from seat selection in advance to carry-on luggage and snacks, is often looking for ways to cut costs. During its investor day earlier this month, Frontier hinted that it would stop offering phone customer service. informed earlier this week.

Jack Filen, Frontier’s senior vice president of customer experience, said during an investor presentation on Nov. 15 that the change will help reduce labor costs and speed up transactions.

“We support higher labor rates in the voice channel and we are limited to this one-on-one interaction,” Filin said. On the contrary, he said that the chat agent can process three requests at the same time, and possibly more.

“Think of the most obscure question a customer could ask that would take a call center agent many, many minutes to research to find the answer. The chatbot can answer it very quickly,” he said.

In the most recent quarter, Frontier made a profit of $31 million on operating revenue of $906 million. It spent $182 million on payroll, the second-largest expense after jet fuel, up nearly 70% from the same period in 2019.

The changes to Frontier come as travelers frustrated this year with lengthy delays on customer service phone lines and other channels, many of which also saw a spike in delays and cancellations over the summer, exacerbated by labor shortages.

Airline executives have increased the workforce and also provided customers with more channels to change flights themselves or communicate by text.

Frontier isn’t the only company to ditch the call center. Breeze Airways, new US carrier launched jetblue founder David Neeleman only offers text, email, or messenger for customer service.

“With online options, our average guest request is completed within 15 to 20 minutes,” said Breeze spokesperson Gareth Edmondson-Jones.


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