Frontier Airlines discontinued its customer service phone line a few months ago in favour of a messaging-based system that is available on multiple platforms.
Although the airline claims that customer response has been positive thus far, a number of Frontier passengers told USA TODAY that their experience with the new protocol was decidedly less so.
Joe Lorenz was scheduled to fly from Grand Rapids, Michigan, to Denver to celebrate the New Year, but he received a message on his way to the airport that his flight had been cancelled. He and his travel companions ended up renting a car and driving from Michigan to Colorado, but they couldn’t confirm whether their flight home was still valid.
“I’m not going to do it again. For me, it’s a deal breaker “He stated. “We’re fairly technologically savvy. I can’t imagine trying to deal with this if we didn’t have three people working on it.”
Is Frontier’s new customer service system beneficial?
Lorenz claims that using the new system to contact the airline is frustrating and time-consuming.
He claimed that the messaging app first sent him through a series of automated prompts. Lorenz had to wait about 20 minutes to connect with a live agent via chat, and even then, the responses were delayed.
“Every time you ask this person, it takes five to ten minutes before they respond,” he said, adding that the third-party customer service agents he dealt with were never able to confirm whether or not his return flight booking was still valid.
Lorenz was also unable to resolve an issue with his return flight’s online check-in via customer service messages.
Instead, he had to speak with an airport ticket agent, which he said resulted in a $25 fee for in-person check-in, which is Frontier’s standard “airport agent assistance” fee.
Brittany Hoxworth, a frequent Frontier flyer, said she’s had similar frustrating experiences with the airline’s new system and intends to switch to another carrier.
Hoxworth, who attempted to use the chat to spend Frontier flight credits and change existing reservations, said she was disconnected from the chat whenever she opened another tab in her phone’s web browser and that customer service agents ended the conversation more than once if she didn’t respond within 30 seconds.
“How are you going to provide a faster response time to the customer than the actual employee?” she asked. “That’s a dreadful user interface.”
Travelers should be cautious when booking with Frontier in the future, according to both Hoxworth and Lorenz.
“Basically, if you have any problems, you’re out of luck,” Lorenz said, quickly adding that all of the Frontier employees he interacted with on the plane and at the airports were extremely helpful and professional.
Before booking, customers should understand how Frontier works, according to Hoxworth.
“Frontier is an airline that attracts infrequent flyers, and then you put your customer service so far out of reach for people who probably need more,” she explained. “It’s nearly impossible to get an answer to a simple question, let alone something more complicated.”
What does Frontier have to say about its live chat customer service?
Frontier, for its part, claims that its new customer service system has been a positive change for customers overall.
“Our complete transition to chat-based customer service has yielded very positive results. According to post-interaction surveys, customer satisfaction with chat interactions is significantly higher than satisfaction with voice service “The airline issued a statement.
During the holidays, customers waited an average of five to six minutes to connect with a chat agent, according to the airline. Travelers in need of assistance can contact Frontier via their website or social media.
What are your rights if your flight is cancelled or delayed?
If Lorenz’s flight to Denver had been cancelled, he would have been entitled to a refund. He did, in the end, take his originally scheduled flight back to Michigan at the end of his vacation.
Customers should check with their airline and the Department of Transportation’s dashboard in the event of a delay to see what the individual carrier’s policy allows for. Because there is no specific regulation requiring compensation in the event of a delay, each company establishes its own policies.
