Frontier Airlines made headlines a few months ago when it replaced its traditional customer service call line with a messaging-based system available across multiple platforms. While the airline claims that customer response has been positive, several passengers have expressed dissatisfaction with the new protocol, citing issues with connectivity and the timeliness of responses.
Joe Lorenz, a traveler from Grand Rapids, Michigan, experienced the downsides of the new support system when his flight to Denver was unexpectedly canceled. While en route to the airport, he received a message informing him of the cancellation, leaving him and his travel companions stranded without confirmation on the status of their return flight reservation. Frustrated with the system, they decided to rent a car and drive from Michigan to Colorado.
Lorenz’s attempts to reach Frontier’s customer service through the messaging app were met with automated prompts, leading to a delay of approximately 20 minutes before connecting with a live agent. Even then, the agent’s responses were slow, making it difficult to resolve the situation. He also encountered challenges with online check-in for his return flight, leading to a $25 charge for in-person check-in at the airport.
Brittany Hoxworth, a frequent flyer with Frontier, shared a similar experience, attempting to use the chat for flight credits and reservation modifications. However, she faced disconnections when using her phone’s web browser and observed agents ending conversations abruptly if she did not respond within 30 seconds.
Despite the frustrations with the new support system, both passengers praised the assistance and professionalism of Frontier’s in-person employees on the plane and at the airports.
Frontier Airlines maintains that the shift to chat-based customer service has been beneficial for customers overall, with post-interaction surveys reflecting higher satisfaction compared to the previous voice service. According to the airline, customers waited an average of five to six minutes to connect with a chat agent during the holiday season. Passengers in need of assistance can reach out through Frontier’s website or social media channels.
As travelers navigate the transition to this messaging-based system, it is crucial to be aware of Frontier’s operating procedures before booking. Some passengers expressed concerns about accessibility and the ability to address simple and complex inquiries promptly.
In case of flight cancellations or delays, passengers are advised to check their individual airline’s policies and the Department of Transportation’s dashboard for compensation entitlements. While there is no specific regulation mandating compensation for delays, airlines have their own rules in place.
Overall, as Frontier Airlines continues to refine its messaging-based support system, striking a balance between efficiency and customer satisfaction remains a key challenge.
