• FEATURED FLIGHT FRIGHT
    An open letter to Frontier
    Summary
    I submitted the below letter a week ago and still no reply. For my "wonderful" experience read the letter:
    Full Fright
    Reviewing all of the online horror stories about your airline has been more than an eye-opener. I wish I had checked them prior to ever agreeing to fly your airline. The facts I share here about our experience are the same I read over and over from others former customers: terrible customer service, late flights, missed connections, rude agents, lack of empathy from anyone. The only thing you didn't do to us was lose our bag, or charge us the carry on fees I've read so much about, of course our checked bag did arrive hours before us because it was on the 12:55 flight we were denied boarding on. Myself and 2 others were to make a connection in Denver on Thursday March 6, to John Wayne in Santa Ana, due to delays leaving Milwaukee we missed our connection. Your airline gave us vouchers and sent us to the Crowne Plaza (15500 East 40th Ave Denver, Colorado 80239). We arrived there only to be told the hotel was full (the manager ** told us he had contacted your airline to let you know he was out of rooms and that we weren't the only ones who had showed up from Frontier). Immediately we contacted your customer service and after several minutes we were told, "I am sorry there is NOTHING we can do." Really? Customer Service can do nothing? What type of answer is that? What purpose does your customer service serve if it is given the power to do absolutely nothing for your stranded passengers? Why even have departments for Customer Service? A recording repeating, "I am sorry we can't do anything", would do the same thing and save you a lot of money. Heading back to the airport also useless as your Customer Service there was already closed. So now you have 3 (4 if you include the young woman travelling on her own but was not with us) women in a strange city with no place to stay. Thankfully due to the real effort of customer service of the Crowne's manager and staff (who owed us nothing) we relocated to the Econo Lodge of course paying out of pocket, and while for some $100 isn't much - it was to us. Now we've lost not only a day of time in CA but now we were down another $100. The hotel staff had more concern and showed more regard for our safety than your airline- who we were customers of. I am just baffled that a travel business has NO contingency plan for these situations other than using the tired phrase of "I am sorry, there is nothing we can do." Your Contract of Carriage states that you will provide lodging - you did not. We told your Customer Service that 2 other hotels were offered could we move there? Again we can do nothing. What a shame to call that department customer service. There was nothing about the conversation that provided us with customer service. A real Customer Service department that is given authority to make decisions would have been able to resolve the problem; clearly Frontier does not provide their employees with anything other than a script and a phone. Why are they not given a way to contact hotels in your hubs to fax or email vouchers to them in the case of a similar situation? I don't understand the purpose of your Customer Service; I think answering service would be more appropriate. This isn't an embarrassment for you? We arrived at the airport at 10:30am the next morning to prepare for our 12:55 flight. We checked in and had our boarding passes and then proceeded to use the vouchers your airline gave us for food. We arrived at the gate at 12:39, 16 minutes prior to boarding, still ahead of the 15 minute cut off which is clearly stated on your website: "Please be at the gate and ready to board no later than 15 minutes before departure or your seats may be released. We recommend arriving at the airport two hours or more in advance of your flight." The last time I checked 12:39 is 16 minutes before 12:55. 2 of the standbys were already boarded and 1 was just walking down the Jet way. I know the time we were there and I know that if you truly wish to find out the reality there are security cameras everywhere, and the time stamp of the last passenger will speak volumes, if we watched him walk on, how could we have been there 9 minutes prior to take off?? The thing that was the most ridiculous part of it was your gate agent **. Whether we were late or not, her treatment and behavior was inexcusable. Her first response was that we missed the flight as she slammed the door behind the last standby person to board. Her response was, "I know you have been - you should have been here" complete with a smug smile. Your company policy is 15 minutes prior, are your agents given the power to change and alter those rules to accommodate their whims? Are your agents encouraged to be condescending to your customers especially those who are visibly upset? As I walked away I asked, "Are there any other flights to LAX today?" She said, "Ya, a bunch.." I am not sure about your perspective but as a customer service manager myself treating a customer in an unprofessional manner regardless of who is right and who is wrong is not okay, and is not acceptable behavior unless of course you are attempting to alienate them as a customer. I had reached out to your Facebook page the night before regarding the hotel, and then ultimately the flight issues. The final email regarding the situation and your email from Facebook states that documentation shows it was 9 minutes prior which would be after the flight closed. We were at the customer service desk at 9 minutes prior speaking with your agent **. I find it convenient that its 1 minute after your flights close. So now I'm being called a liar by your airline is beyond what I will tolerate. We walked away from the gate at 12:43. We would have been at the Customer service desk shortly after so I am not certain how we were just attempting to board 6 minutes after we walked away, perhaps time moves differently in Denver? Now, not only did ** treat us rudely she also falsified documents which to me is even more shameful than her rudeness. She was in the wrong and she knew it, and she did all she could to cover up the error whether intentional her actions are a fact. She deals with the public and anyone worth their weight in decency would have at least made an effort to assist us not just send us on our way. A simple, "I am sorry you are late you can head down to customer service for assistance" would have been something - something to show an ounce of decency! Clearly she is incapable of that - then again we weren't really late so why be helpful or decent, right? Her reaction was like that of a child being caught up in a lie - blame the other person and do it good so they convince themselves they were wrong. I am not certain what she thought we were doing, we checked in we had boarding passes, we had a bag on the flight, did she think we walked back to Wisconsin? And I am pretty sure she never paged us so does that tell you something? We would have heard it as we were walking towards the gate. Do you give bonuses for flights leaving earlier? Do you allow tips from the standbys to ensure a seat? One has to wonder what her gain was. Or is it simply that she's just a nasty & mean person lacking all forms of empathy and not fit for a job dealing with the public? I am curious to know which it is. In the process of flying your airline, we missed a whole day in California and I can accept that. What I personally cannot accept is the fact that we paid for 2 hotel rooms on the 6th, one in California and one in Denver - I can't get a refund on California because it was after cutoff time, I paid for a day of car rental I didn't use, I've been insulted and lied about. What do I have to show for it all? A voucher for $150?! You must really feel confident that I will be returning to your airline and entrust it with future travel! After all on top of everything else we only had to beg to receive a voucher to get us from LAX to SNA because that is where my rental car was at - we arrived at SNA exactly 24 hours late almost down to the minute. We almost lost out on our plans for Friday night because we had prepaid for tours on the Queen Mary in Newport Beach CA, however the wonderful Customer Service agent (despite the no refund/reschedule policy) changed us to the next night so we wouldn't be out $225.00 on top of everything else. I don't think a halfhearted apology and $150 voucher for your airline is sufficient for the nightmares you caused us. I think that your airline owes us a full refund for all 3 tickets and the night in Denver on top of the vouchers in addition a real apology. All things considered I probably wouldn't have made such a stink about the situation but you can thank ** for this letter because she was the final nail in the coffin. If my requests come thru, I might actually consider giving your airline one more chance.
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Frontier Failures
NOTABLE FRIGHTS
 The sexism and harassment was visceral and cruel by male agents. 

Happy

 They don't get anything right. 

Jason

 ...we were short a stewardess for our flight and we had to wait for them to arrive from another city...Completely unacceptable. 

Danielle

 This airline is an absolute joke, they nickel and dime you for everything, there is no customer service, and apparently the idea of a flight going as planned is impossible. With the arrival of United and Delta to our area never again will I fly with Frontier 

pissed_passenger

 This airline is awful. They nickel and dime you, they are rude and unorganized. I will never fly this airline again...EVER 

Meg