The US low-cost airline Frontier Airlines no longer wants to be reachable by telephone for its customers in the future. The call center will be abolished and passengers will only be looked after by email and chats in the future.

What do you do when a constantly ringing phone gets on your nerves? With the fixed network you pull the plug and cell phones are simply switched off. Frontier should think something like this, because they consider the heavy use of the hotline to be a significant cost factor that they want to get rid of as soon as possible.

A company spokesman told USA Today that customer service is no longer available by phone. He emphasizes that the "changeover" was completed last weekend and one is now "fully accessible digitally". Customers should only benefit from this, according to Frontier Airlines. It is even an "important customer request", because they would prefer digital communication.

However, the airline company is likely to have made the decision earlier because the hotline has been chronically overloaded in recent months. Whether you're really doing yourself a favor remains to be seen. In the USA, there is already initial criticism from consumer protection groups, because quick problem solving is simply not possible via chatbots and e-mails. Also, at many airports served by Frontier, there is no counter to turn to if the worst comes to the worst.

To help customers understand that the hotline has become too expensive to operate, callers are now warned off with the following taped announcement: "At Frontier, we offer the lowest fares in the industry by running our airline as efficiently as possible. We want our customers to be able to work efficiently too. That's why we make it easy to find what you need on Flyfrontier.com or on our mobile app. We also have a chat service that is available XNUMX/XNUMX.”