Frontier ditches phone customer care… who’s to blame?
I sometimes use my mom (who loves birds, but not really planes) to help guide what we cover on AirlineReporter. Typically if she mentions “Hey did you see this story about an airline?” we have a nice conversation about it, but that typically means it has been well covered and unless we have a unique opinion, we move on. So, it feels special when my mom brings up a story she saw, and I have a few thoughts to add.
If you missed it, Frontier Airlines has opted to ditch their customer care call center, while still providing online support – all in the name of bringing down costs. Unless you are new to following the airline biz, we have seen this sort of thing a few times now. An airline announces some change to “save money to pass down to passengers.” Many media outlets cover it with the tone, “here is an airline looking to screw you over again.” Passengers, some who never have flown the airline, will flow to social media with the tone “HOW DARE YOU SCREW ME OVER AIRLINE, I WILL NEVER, EVER FLY YOU AGAIN!!!”
Even though I have come to roll my eyes with this sort of rinse and repeat narrative, I decided that I wanted to dig a bit deeper on this one. Why does this keep happening? Who is to blame? Is it the “evil” airlines and their greed? Or is it something much closer to home? Spoiler: I found answers!
During my extensive research I came across an article published a while ago that really hits the nail on the head. Go ahead, take your time to view it (don’t worry, it is mostly images), come back and read a few more of my thoughts, then please share yours in the comments. I got all day.
If you haven’t picked up a bit of sarcasm (my mom says I remember her of Andy Rooney at times), it is there. Is it entertaining for me to poke fun at how much attention these stories can get? Totally. Do my feelings change a bit when I am a passenger and a ULCC strands me? Yup. But when these sorts of things happen to me, I take a breath and remember my own comic story (100% true). I knew the risk of flying the airline and I lost the gamble.
