#contactcenterworld, @flyfrontier
Denver, CO, USA, April 10, 2015 -- Frontier Airlines, which outsourced about 140 call center jobs in its operations at General Mitchell International Airport earlier this year, amassed customer complaints at roughly seven times the average rate of the 13 largest U.S. carriers in February, the U.S. Department of Transportation reports.

Frontier’s CEO, David Siegel, called the numbers "profoundly disappointing" in an interview with Bloomberg, and attributed the high complaint rate to the fallout from the recent cost-cutting and outsourcing moves.

The airline, based in Denver, cut its overall company workforce by roughly 1,300 in cost-reduction moves announced in January.

Frontier handles about 5 percent of the passenger traffic flying in and out of Mitchell International.

Southwest Airlines, which carries about 46 percent of the passenger load at Mitchell, fared much better in the customer complaint report released by the DOT. Southwest accumulated 0.53 complaints per 100,000 passengers, compared with 14.38 complaints per 100,000 for Frontier.

#contactcenterworld, @flyfrontier

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.bizjournals.com