Frontier Airlines drops customer service line : NPR

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A Frontier Airways aircraft (proper) prepares to take off from Harry Reid Worldwide Airport in Las Vegas, Nevada.

Justin Sullivan/Getty Photos


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Frontier airways will not let prospects name a telephone quantity to be able to converse with a reside agent. And whereas the funds airline is understood for its cost-cutting measures, most main airways nonetheless function customer support traces.

Clients will as an alternative need to depend on different methods to contact the airline: a chatbot on its web site, a reside chat accessible 24/7, its social media channels and even WhatsApp, in response to Frontier spokesperson, Jennifer De La Cruz, who confirmed the information to NPR on Saturday.

The change, stated De La Cruz, “permits us to make sure our prospects get the data they want as expeditiously and effectively as potential.” She stated the airline discovered that the majority prospects most well-liked speaking by way of on-line channels.

When prospects name the airline’s now-defunct customer support line, they hear a prerecorded message telling vacationers concerning the different choices they’ve for contacting the airline.

“At Frontier, we provide the bottom fares within the trade by working our airline as effectively as potential,” the airline’s customer support line now replies.

The decision heart was eradicated final weekend, the airline informed Journey Noire.

In July, Frontier’s try and merge with fellow budget-airline Spirit failed. Spirit as an alternative settled a deal to merge with budget-airline competitor, JetBlue. And in November, Frontier grew to become one in every of six airways fined $7.5 million for refusing to provide prospects refunds for canceled flights.

It is pretty unusual for even funds airways to not have a customer support name heart. Two funds opponents, Spirit Airways and Allegiant Airways, nonetheless use name facilities staffed by reside representatives, in response to CNN. At the very least one airline, Breeze Airways, additionally reportedly doesn’t have a telephone quantity for patrons. As a substitute, individuals could make adjustments to their journey plans by way of different strategies like the web site or Fb messenger.

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