US airlines drop 0800 numbers

As part of its transition from a low-cost to an ultra-low-cost business model, Frontier Airlines is the latest US airline to change from a toll-free 0800 number for its customer service centre to a regular number.  The airline says it will save US$2bn a year, which it claims will be passed on to customers through lower fares.

Before mobile phones became ubiquitous 0800 numbers were particularly useful for customers needing to call from a payphone whilst on the move, but with most customers these days having a mobile phone with a call package it makes no difference to them cost-wise.  The toll-free number was taken out of service in June and the airline says there have no complaints so far.

The first airlines to switch away from 0800 numbers were ultra-low-cost pioneers Spirit and Allegiant.  So far none of the major carriers appear to be moving in that direction, nor any of the large hotel chains or car rental companies, but it must be assumed they are monitoring customers’ reaction closely.  If Frontier can save $2bn, the figures for the likes of Delta, United, Hertz or IHG are likely to be substantially more.   www.flyfrontier.com

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