It’s no secret airlines hate travelers.
In fact, greedy airlines do all they can to squeeze every last dollar from their customers while simultaneously cutting inflight services.
And while airlines are used to desperate customers calling in to vent or solve a problem – Frontier Airlines took the unprecedented step of completely eliminating their telephone customer service – leaving them to fend for themselves.
Oh sure – they still have a phone number listed on their website.
But when you call it, you get a pre-recorded message bragging about how “efficient they are” …
… so “efficient,” in fact, they’re now directing all customers to visit their website for help instead – promising they have agents standing by to “chat.”
If you push ‘1’ to “talk” to someone – an automatic link is sent to your phone to begin the chat process with a virtual assistant.
I tested it and used the link to ask the “virtual assistant” how the customers who don’t have a smartphone would be able to communicate.
Of course, I got an automated response that said, “We’ve received your message and appreciate you taking the time to contact us! As we’re experiencing longer than normal wait times, our responses may be delayed. Thanks for your patience, an agent will assist as soon as possible”.
What a nightmare!
Can you imagine having an urgent question and being pushed into a random chat que – which would likely have technical difficulties and conveniently “disconnect” or crash?
Or the disadvantage folks will face if they don’t have solid cell service or data… or even a smartphone?
Think about your parents (or older friends) – or heck – even yourself.
Can you type fast?
Imagine having a time-sensitive crisis and having to text back and forth with a person – with no context or tone.
But Frontier Airlines is boasting about going fully “digital” and doesn’t seem the least bit concerned.
Travel and Leisure reports:
“If customers want to get in touch with the airline they’ll have to do so online, “we have found that most customers prefer communicating via digital channels,” according to the carrier.
“Customers can visit our website and interact initially with a chatbot which provides answers to common questions. If live agent support is needed, we have live chat available 24 hours a day, seven days a week. Customers may also chat with us via common social media channels and WhatsApp.”
Of course, Frontier Airlines charges for everything – from carry-on bags to even seat selection.
During COVID-19 they tried to exert power and hold passengers hostage by refusing to refund their tickets…
… only to face a MASSIVE $222-million-dollar fine years later.
At first, Frontier was able to skirt paying the fees by changing their definition of “significant schedule change” from three hours to an entire different calendar day.
But their shadiness finally caught up with them.
CNBC reported:
“Frontier Airlines has been required to pay $222 million in refunds, the Department of Transportation said Monday.
The agency fined the ultra-low-cost carrier $2.2 million for delays in paying out the refunds to customers.”
But of course – Frontier Airlines passes the burden onto customers – making flying with them that much more miserable.
So, if you choose to fly with Frontier Airlines – consider yourself warned. If you have a problem – be prepared to “talk” to a “chatbot” before being routed to a virtual agent snd wait in an endless “que.”
What are your thoughts on Frontier Airlines eliminating their phone customer service?
Do you think this will put certain travelers at a disadvantage?
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