On August 27, 2020, a Frontier Airlines Airbus A320 departs from Los Angeles International Airport in Los Angeles, California. At least with Frontier Airlines, say good-bye to the airline phone centre.
Budget carrier finished moving to online, mobile, and text assistance over the past weekend, enabling it to make sure that customers receive "the information they need as swiftly and efficiently as possible," spokeswoman Jennifer de la Cruz told CNBC in an e-mailed statement.
Callers to the customer care number listed on Frontier's website are now greeted with the following message: "At Frontier, we operate our airline as efficiently as possible in order to offer the lowest fares in the industry. We make it simple to find what you need at Flyfrontier.com or on our mobile app because we want our customers to be able to work effectively too.
A link to text with the carrier will be supplied to the phone of anyone who requests it.
Most significant carriers still provide customer care phone numbers. But Frontier, which charges extra for everything from carry-on luggage and snacks to advanced seat assignments, is constantly looking for ways to reduce costs. Frontier made a hint that it would stop providing customer service by phone during its investor day earlier this month; travel website Travel Noire first reported the change this week.
During the investor presentation on November 15, Jack Filene, senior vice president of customers at Frontier, stated that the modification will help reduce personnel expenses and speed up transactions.
We are advocating for increased labour rates in the voice channel, but we are only able to have one-on-one conversations, according to Filene. A chat agent, on the other hand, might potentially handle more than three enquiries at once, according to him.
"Consider the most difficult issue a client might ask, one that would need a call centre agent many, many minutes to research and resolve. He stated, "The chatbot can respond to that extremely rapidly.
On $906 million in operating sales, Frontier made a $31 million profit in the most recent quarter.
Its second-largest expense after jet fuel was labour, which totaled $182 million and increased by over 70% from the same period in 2019.
Long hold times on customer service phone lines and other channels irritated travellers this year, and many of them also experienced an increase in delays and cancellations over the summer that were made worse by a labour shortage. The adjustment at Frontier comes as a result.
Executives at the airlines have brought back personnel and expanded the number of ways that passengers can change their own flights or text one another.
The absence of a call centre is not unique to Frontier. Only text, email, or Messenger are available for customer service on David Neeleman's new American airline, Breeze Airways, founded by the former CEO of JetBlue.
According to Breeze spokesman Gareth Edmondson-Jones, "With online options, our average Guest request is completed within 15-20 minutes."