Pay-to-talk may be coming soon to more reservation and customer-service centers
Frontier Airlines has announced the end of its toll-free customer service line, joining a number of airlines and other companies who've decided that the cost of 800-number service no longer makes sense from them in an age when most customers are using cellphones that include long-distance, or are relying on mobile apps such as Twitter to reach out for help.
Frontier expects to save $160,000 a month, and says it will pass the savings on to passengers, although it didn't say precisely how. The change took place in June, and airline spokespeople say they "haven't seen a lot of feedback" from complainers. Frontier, which is becoming an ultra-low-cost carrier, joins the other two major U.S. ULCCs, Spirit and Allegiant, which had previously ditched toll-free.
So far, none of the major airlines or hotel chain has joined the trend, but as we know, ideas like this tend to migrate. That's where the first-bag fees and the big change fees and the rest started.
Comments (1)