• FEATURED FLIGHT FRIGHT
    Frontier staff not doing job as they should!
    Summary
    I was at the scheduled gate of my connecting flight earlier than I should be so I asked the ladies at the desk if there would be an flight earlier than my scheduled flight but I was told there wasn't. So I sat and waited for my flight. I was seated directly in front of the desk and there was no announcement that I got surprised when they told me that the flight left already and that they made announcements regarding the gate change. I'm not pissed about missing the connecting flight but the fact that they didn't even bother to call my attention knowing that I asked about that flight earlier. I called customer relations but was advised to speak to a supervisor because my incident wasn't previous or future travel.
    Full Fright
    On October 11th, 2011 I arrived in Denver with Frontier from Oklahoma City for a connection to Nashville. I arrived at my scheduled gate (A-31) at around 7:30am and immediately approached the 3 ladies at the desk to inquire whether there was a earlier flight to Nashville than the one I had booked at approximately 11:30am. Without consulting anything I was told that there was not so I settled down to wait. I was directly in front of the desk in plain view of the marquee. I pulled out my laptop and started surfing the internet and watching a movie (with my headphones in) while constantly checking the marquee for my flight. After a few hours I never saw an announcement for my flight so I took my boarding pass up to one of the same ladies that I had checked for a earlier flight with and asked about my flight status. Her response was: "That flight already left. It changed gates. We made announcements. Customer service is next to gate 38." I couldn't believe it!!!! So, I immediately went down to customer service where Ms. Iversen and her team were great to get me on the next Nashville flight. I was also given a number for Frontier's Guest Relations. I was very upset. I understand that I had a responsibility to keep tabs on my flight...but I thought I was doing that by checking in with the desk staff and keeping my eye on the marquee. My complaint is not with the missed flight but the offhanded regard with with I was treated. No, "Wow, I'm so sorry! Let's see what we can do to get you on to Nashville." Just a "not-my-problem...sucks-to-be-you" attitude. I had introduced myself and was sitting right in front of them. I don't think a tap on the shoulder and a "hey, your flight changed gates" was too much to ask. They had time to sit on the bench and chat...they weren't overwhelmed to the point where they didn't remember me. I've been in customer service for 16 years and I was appalled by this woman's indifference to my plight. After leaving the customer service desk I walked back to gate A31 to ask the rude woman her name. Her response was a glare and "what is this regarding". I explained to her that I deeply offended by her service skills and I was going to call Customer Relations. She told me her name was Collette. At this point I had been crying and I'm sure my face was a bit of a mess and I am obviously upset. As I reached for a pen in my bag to get her name I glance up and notice another desk person is smirking at our exchange!!!! I made the comment to the smirking girl that she may find this funny but I did not. She (Turns out her name was Jamie) retorted that just because she "had a smile on her face doesn't mean she was laughing at me." I walked away and called Customer Relations. They advised me that I had to speak to a supervisor because my incident wasn't previous or future travel. I did so which is what brought me back to Ms. Iversen. Ms. Iversen was an attentive listener and advised I send her an e-mail detailing my incident and that she would do something about the situation. I live in Alaska and I was on my way to Nashville to visit family. I only get to see them until Friday so, although to some people 4 hours may not be a lot of time, to me it's precious time I'm not getting to see my family because I'm waiting in the airport waiting for my next flight. The reason I am writing this is that I've always received good customer service from Frontier and I thought that this was a quality they strove for. Working in this industry I'm very aware that all the hard work in the world can't compensate for a few terrible employees. Human nature states that bad news will travel much faster than good news. Please do something about Jamie and Collette before their bad service and indifference ruins all the good service word of mouth that Frontier has acquired. If they were like this to me I'm positive that they have been like this to your other loyal customers. Thank you for your time. Sincerely, Dawn Dulebohn
    0
    0
Frontier Failures
NOTABLE FRIGHTS
 They don't get anything right. 

Jason

 The worst airline I've flown. 

Meg

 I fly a fair amount (20+ times per year) and have been on almost all major US carriers, this one takes the cake as the worst! 

JK Roland

 Traveling Frontier has been one of the worst experiences I have ever had. Rude, disrespectful and completely unhelpful. I would highly discourage traveling with them 

Lander

 "I detect an accent. Do you understand English?" - Frontier staff... This is clearly discrimination!! 

Helena