We all know the feeling — you need help from a company and have to sit on hold anywhere from 5 minutes to 2 hours.
©Bill Montgomery/Houston Chronicle | Obtained Via SFGATE
A lot of those calls recently may have had to do with airline travel. Flights are super expensive right now, and over the summer, there were lots of cancellations that left some passengers stranded. If you’re used to calling customer service when something goes wrong, that option will no longer be available from one airline.
According to CNBC, Frontier Airlines shut down their customer service by phone last week. Instead, customers will have to use text, social media channels, or WhatsApp. If you do call their number, you’ll hear a message directing you to their app or other forms of communication.
©Frontier Airlines
The message says, “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 make it easy to find what you need at Flyfrontier.com or on our mobile app.”
The purpose of this change? To cut labor costs and increase the number of people one agent can be helping at once. Last quarter, the company spent $182 million on labor costs, making it its second-largest expense behind jet fuel.
©Frontier Airlines
Frontier Airlines isn’t the only airline doing this either — Breeze Airways which is owned by JetBlue only offers customer service through email, text, or Messenger.
©Breeze Airways
We just saw a pretty amazing Black Friday deal from the budget airline, and during the holiday season, we’ve seen many airlines dropping deals pretty frequently. We keep an eye out for all of them, so stay tuned to DFB for all the latest travel news.
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How do you feel about this change? Tell us below!
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Maybe if they weren’t such a lousy airline then they wouldn’t need to spend that money on customer service. I have yet to hear of a single person who had a good experience with Frontier
Maybe if they weren’t such a lousy airline then they wouldn’t need to spend that money on customer service. I have yet to hear of a single person who had a good experience with Frontier