• FEATURED FLIGHT FRIGHT
    Awful Customer Service
    Summary
    I am writing again regarding the experience my children and I had on 6/14/14. I originally emailed on 6/17/14 and again on 6/19/14. I also called and was routed to voicemail. I cannot understand how a company does not respond to paying customer within a few days. I rarely feel the need to write a letter to convey my dissatisfaction but it has been one thing after another with Frontier since 6/14/14.
    Full Fright
    My ex-husband and I share custody of our two children Ava age 8 and Gabriel age 6. We split time between Minneapolis and Salt Lake City as I live in Utah and Steve in Minnesota. Ever since Gabriel turned 5 they have been flying Frontier from Minneapolis to Denver and I either fly from Salt Lake City to Denver to meet them or drive to pick them up. On 6/14/14 I opted to fly from SLC to DEN to meet my children and catch the late flight from DEN to SLC that evening. My flight (572) was delayed to DEN but make it before my children’s flight (115) was scheduled to land. I was informed that flight 115 was delayed or diverted due to weather. The flight ended up arriving at 10:45 pm as opposed to the 8:40 arrival time. I understand that weather related issues couldn’t be avoided. However, I cannot understand how Frontier refused to make the delay more comfortable. My children and I were booked on the last plane from DEN to SLC at 9:20 pm (581) which we obviously missed due to the delay of flight 115. When I spoke to a manager (Jody) I was told that we could be booked on a flight the following day at 4:00 pm however that plane was overbooked and there was no guarantee that we would be on that plane. The only guarantee was on 6/16 in the afternoon. That would mean we would be waiting in the airport for over 48 hours. That would be something I may do if I were alone, but not with my small children. Independent of that I have medication that I need to take every 24 hours that I did no bring with me due to the fact I assumed I would be home the same evening. I expressed my concern to the manager and she replied that there is a paramedic on site if I need anything. I am not sure how that would help but that was the response. Given the situation at hand and the need to get home I opted to rent a car. That in itself was a whole new set of issues which I understand is not in Frontier’s hands however I would not have had to deal with a 2 hour ordeal with Hertz and Enterprise if I was given a reasonable option with Frontier. I paid $317 for a car to drive the 600 miles back to my home in Utah. Given that I was exhausted from the day’s events, it was not a pleasant trip for any of us involved which sadden me as this was the first experience my children and I had together in 2 months. I emailed my complaint to Frontier and called the refund line to process my claim. I was given a different reason every time I called as to why my refund has not been processed. First it was the tickets showed used, the it was because the agent I spoke to transposed the number on the refund paperwork then it was back to the tickets being used. Three phone calls averaging 1½ hours and still no refund. I posted a response to one of your Facebook posts regarding the contest for your 20th birthday and was approached by two of your agents on two separate occasions to help yet when I accepted their offers there was no response. Another fail to follow through. Last night I responded again to a post on Facebook and a current employee of yours (Dani Yates Larsen) made a nasty remark concerning my unhappiness. As soon as made a comment back regarding the inappropriateness of an employee making fun of a current customers complaint she deleted the post. Luckily I took a picture of the post if you so desire to see what kind of people you are employing to take care of your customers. I read the comments on your Facebook page from other customers. I must say I have never seen so many complaints for one company! WOW! I then looked at other airlines and there may be a few complaints here and there but not anywhere near Frontier’s. That has got to tell you something about the customer service you are giving. It’s simple; all customers want it to feel like they are being heard and that their issues are important. I received a “form” letter today stating that no compensation for the service or lack thereof would be extended. I was shocked. Not only for the troubles after the missed flight but for the total lack of compassion or service I received when I voiced my issues. I have always enjoyed Frontier. We fly with you at least 6 times a year. Everyone has been polite and cordial when things are going well. However, the moment I have an issue I am treated like my concerns are not valid and frankly like a piece of trash. I spent about an hour last night reading post on your Facebook page. How embarrassing for you. I also looked at Southwest and Delta’s page. Theirs did not look anything like yours. The Frontier page is littered with complaints regarding your lack of customer service. I almost decided it was not worth my time to re-write this complaint but I hope that you will take my issues seriously and make it right. I would like to continue to fly Frontier. Like I stated earlier I have always been satisfied with the service I have received. However, the first time I have an issue I am treated with such disrespect. I work for a law firm and I know our reputation is the most important aspect of our business. If I were to treat a client the same was I have been treated by Frontier I would no longer have a job, and the firm would do everything in its power to make it right. There is no substitute for a happy customer.
    0
    0
Frontier Failures
NOTABLE FRIGHTS
 The sexism and harassment was visceral and cruel by male agents. 

Happy

 They don't get anything right. 

Jason

 Cheaper isn't always better. 

Wolfe

 Unacceptable...I will stick with Southwest Airlines from now on, and tell anyone else to do the same. the few bucks saved wasn't worth the inconvenience. 

Julius Caesar C

 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