This large American airline has just got rid of its customer service line
The carrier announced that he would no longer answer passenger calls with questions or concerns.
The need to call the customer service hotline of an airline is generally a sign that your travel plans have been derailed. And if you are looking to reserve after aThe flight was cancelled Or need help to change a reservation, talk to another person who can answer your questions in real time can help get things back on the right track. But if you manage a large domestic operator, you will not be able to take your phone for help from now. Read more to see which large American airline has just got rid of its customer service line.
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Airlines have made measures to save money because they are recovering problems related to the pandemic.
Even before the COVVI-19 pandemic did not ravage, the air transport industry has long faced constant challenges while trying to remain profitable. But while the passengers return to the sky after a lull of almost two years in reservations, the carriers try to reposition themselves while remaining competitive and attracting potential passengers.
For most airlines, the strategy involved reshuffle roads to better match the demand. Consequently, many have reduced their departures to certain regions, while others havewithdrawn from certain cities and the main airports entirely. Smallerregional destinations above all saw the service assigned: during an appearance at the International Annual Conference of Council Airports Council in Minneapolis on September 20, CEO of DeltaEd Bastian Said "You will never see the plane of 50 places again having the level of prominence in the industry" while the carrier has turned its attention to Europe and other international destinations.
But companies also modify their operations which will affect travelers' experience. Recently, American Airlines revised hisboarding policy and seats Prohibit passengers from improving the regular economy toAdditional main cabinet seats If they do not pay them in advance, according to an article by the user of Twitter @xjonnyc. And now another major airline is a change by abandoning a standard travelers support tool.
A large American airline has just announced that it got rid of its customer service telephone line.
Anyone who has suffered from a traveling snufu knows that in addition to getting online to chat with an office agent, the next best driving line iscall a airline Thus, they can obtain help from a representative. But now Frontier Airlines has announced that he would no longer provide his passengersHelpline After being rid of its customer service line last week, reports CNN.AE0FCC31AE342FD3A1346EBB1F342FCB
Instead of being connected to an agent, the customers who make up the number of the budget carrierhear a recording Ask them to ask for help using other methods.
"We offer the lowest rates in the industry by operating our airlines as effectively as possible," said the automated message, by simple. "We also want our customers to work effectively, which is why we facilitate the search for what you need on Flyfontier.com or on our mobile application. We also have a cat service available 24/7."
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Passengers will use new ways to get the help they need the carrier.
Although this may seem a radical change, this decision is part of the airline's transition to strictly digital forms of communication for its passengers. Now customers will immediately have access to a chatbot on the company's website toBasic questions assistance. Those who need a more personalized service will be directed to the transporter's social networks or a dedicated cat line on the WhatsApp messaging platform, reports CNBC. Anyone looking to easily access the functionality can have an SMS link directly on their phone.
The company claims that far from complicating customer service, the change will in fact help accelerate its process of assistance to passengers.
"We support higher labor rates in the vocal channel, and we are limited to this individual interaction", "Jack Filene, Vice-President Director of Clients of Frontier Airlines, said in a presentation of investors on November 15. He added that the same agents could manage three simultaneous or more requests both compared to telephone operators.
"Think of the most obscure question that a customer could ask who would take a call center agent for many minutes to search and find an answer. The chatbot can respond very quickly," he said.
Frontier is not the first airline to delete its customer service line.
Despite the different degrees of tightening the budget, customer service telephone lines are always considered an industry standard. All the main American carriers always provide live support for passengers on dedicated hotlines, notably American Airlines, United Airlines, Delta Air Lines, Southwest Airlines and JetBlue Airways, Simpleflying reports. And even the ultra-lobes competitors Spirit Airlines and Allegiant Airlines still offer live support.
But Frontier is not the first aviation company to abandon its customer service line. In 2018, Breeze Airways, a low-budget carrier, only went to the sky offering customer service by e-mail, textual and other messenger options, reports CNBC. Until now, the company affirms that the unorthodox offer has not hampered the passenger experience.
"With online options, our average invited request is completed within 15 to 20 minutes", "Gareth Edmondson-Jonessaid a spokesperson for Breeze in a statement.
