DENVER, COLORADO -- I'm not a seasoned flyer. This was my first flight since 1982. On a last-minute whim I decided to fly from Denver to Las Vegas because I kept seeing ads for low fares. I went online and checked several airlines and decided on Frontier. They weren't the cheapest but they had a flight scheduled for the time it would take to get to the airport, etc. I was taken aback when I saw additional fees for choosing my own seat, checked bag, etc. I almost decided not to go. The costs added nearly 50% to the price of the ticket.
I got to the airport and saw the check-in kiosks and printed my boarding pass. I checked my bag in (six reps helping passengers) so that went quickly. I went through TSA without a hitch and got to the gate at the time they were scheduled to board. However, the plane had just come from an international flight so it went through an additional security screen. Essentially we boarded about 30 minutes late.
The plane wasn't full. There were several rows that were empty. The seats on the Airbus are quite roomy (I'm a big man) and comfortable. I guess the pilot kicked in the afterburners because even though we left the gate more than 30 minutes late we arrived at Las Vegas right on time. It was a nice, smooth ride. The flight attendants were above reproach, and I was treated like a frequent customer rather than a spur-of-the-moment passenger.
OVERGAARD, ARIZONA -- I have been without internet for nearly 4 weeks after a new neighbor moved in and our line was severed to accommodate him! Asked for our line to be reattached. Frontier unable to do that because the office is so messed on which line goes to which customer, they're not sure who is who. This came right from the tech's mouth!
Customer service is a joke!!! We've been scheduled for countless tech visits, to no avail. They have rerun the cable lines, no avail. Letters to the CEO and countless representative calls, no avail. Our call to the 800# last week resulted in nothing! Two days in a row, the 800# representative couldn't even locate the tech that was "en route" to the house! They can't even keep track of their workers??? WORST company EVER!!! Since we don't have cable TV by choice, we use Roku. Consequently, we have no internet OR TV service. We are using someone else's Verizon set up in order to post this. STAY AWAY FROM FRONTIER AT ALL COST!!!
SPRAGUE, CONNECTICUT -- If you are considering signing up with FRONTIER... don't do it!! I rarely write reviews but this one I feel very strongly about. I call to set up Internet service with them a few days ago and we set the time for them to be here to install the equipment in between 8 AM and 10 AM. today. I told the person on the phone that I did have a 12:30 appointment and I did check to make sure we should be done by 12:00 and she said that would be no problem. So 10:15 comes along and no FRONTIER. So, I called them up to see if they're on their way. The girl on the phone have to put me on hold and talk to dispatch. They had me scheduled anytime between 8 AM a.m. and 5 PM p.m.
And I explained to her again that I was scheduled between 8 and 10 before my appointment. She asked me when I'd be back I told her 2 o'clock and she told me that they will be there in between 2 PM to 5 PM. 5:10 comes along still no FRONTIER, so I call them again explaining the situation to the girl on the phone and she said that there is notes on the file stating that they had no access. I told her I was home right before 2 o'clock. She then said well they were there at 1 o'clock and stay till 130. And by the way this was 35 minutes off and on hold up to this point. She said somebody should be in the dispatch office but they weren't answering the phone.
I asked if they went home for the day and she said no that they are open until seven just like she is. At this point I cannot believe it's happened twice in one day. It was a miscommunication on their part. I asked to speak to manager and gotten nowhere with her. She said that they could not do it tonight made it sound like there's nobody working anymore even though I was told her there till seven. So I cancel service even before it even started. If a company has unacceptable customer service when your getting service installed... could you imagine what kind of service you would receive after that???
PLANO, TEXAS -- So Verizon Comm. sold the FiOS portion to Frontier and we had a storm last night that drop power for about a sec or two. Well the internet and TV was not working this morning so I reset the router and set top boxes and still nothing. I had to go to work so I called them when I got to work so that I could get a service ticket going.
After a long conversation with the service dept. I asked them to send out a serviceman. The tech told me that the earliest date would be May 3rd... "What?" I said. "That's 6 days from now. That was unacceptable!" She said "sorry," that's the best she could do... 6 DAYS WITH NO INTERNET AND TV. FRONTIER SUCKS **!
INDIANA -- Had a phone line installed Jan 2015. I live in Indiana and the ground was frozen and they were not able to bury the phone line. It's now April 24, 2015 and after a number of calls to Frontier the phone line is still laying on top of the grass that will soon need to be mowed. Utility flags for gas and electric were located and planted on the 23rd.
Today April 24, 2015 I called Frontier again having them tell me the people were "In route" to bury the wire only to have the company that does the service tell me it will be another 2 to 3 weeks or at the very latest June 15, 2015 before they can bury the wire.
Frontier also told me I could get DSL internet service for $19.99 per month with a 3 year price guarantee only to be told DSL is not available because they ran out of connections but I could get Satellite for $30.00 more a month. Isn't that convenient for them considering I'm locked into a 2 year contract. I'm tired of their lies. They have done nothing to make amends, just more lies. At they very least they can void the contract so I can go elsewhere without penalty.
AUSTIN, TEXAS -- This is a copy of letter I am sending to Frontier CEO & VP of Customer Relations: Hello Gentlemen. I'm writing to you both to share my recent travel experience with Frontier Airlines. Please let me start by saying I and my family have had incredibly pleasant experiences the several times we have flown with Frontier. My husband's family is in XX and it has been a joy to fly on your fleet. The customer services reps (the few times we have needed them) have been fantastic, the rewards program is excellent, and the flight crews are stellar. We regularly tell friends, family, colleagues, etc., about our happiness with flying with Frontier.
So, it was without hesitation that my husband and I booked our most recent flight from Austin TX to San Francisco CA with Frontier. The price was right and as I indicated above, we've always had nothing but positive transactions. We always start shopping early when planning a trip, so when I purchased our tickets, it was too soon to check-in online. I point this out now, because it will be important later. We also knew we would have luggage to check, so it didn't seem to be something that would be applicable to our circumstances. What follows is a step-by-step recounting of our outbound trip:
October 26, 2007 - we arrived at Austin-Bergstrom airport Frontier curb 5:35am for 6:25 am departure. Husband checked in with 2 pieces of luggage at Frontier counter @ 5:40am. I, parked car after waiting at curb (trapped by cab and other car for almost 5 minutes). I arrived at Frontier counter to obtain boarding pass – told by counter that it was too late – 5:49am – needed to be at counter by 5:45am. Too late to print boarding pass (terminal had been “locked” by gate agent) and check luggage. At no time was my identification looked at, nor was any data entered into the counter terminal.
I advised my luggage had already been checked, and traveling companion Steve Nelson had already checked in and was in security line. Counter agent advised that I would not be able to make it through security screen in time. At this time there were still more than 30 minutes to departure. Austin Bergstrom is not a large airport, and I've never had problems making it through security previously, even with long lines. Counter agent advised that agent at boarding gate had closed boarding, and that flight was oversold. Husband left line for security check and returned to Frontier counter to request a boarding pass for me. Request was denied.
Husband was still able to make it through security check points even with a CPAP in his carry on which requires a manual check by TSA. Even after all that he was able to make it to the gate and board the plane with 10 minutes left. Counter agent advised me that flight was oversold and that was part of the reason they would not provide a boarding pass. By being 4 minutes late seat had been forfeited. I was put on standby for 2:00 pm flight which was also oversold.
After checking in at 9:30am and waiting at gate, I was not able to obtain a seat on the 2 or 5 pm flight. When I inquired at the gate how stand-by passengers were prioritized the gate agent would not provide an answer, and then proceeded to lecture me about the importance of being on time for flights and that I should have checked in online to avoid this in the future.
This was totally inappropriate and unexpected behavior. I left the gate area, and returned to the ticket counter. There I had to purchase a ticket for the next day's 6:25 am flight at an additional cost of $189.00. Because my luggage was already in destination, I was able to check in at that time and avoid the ticket counter the next day.
I was advised by counter agent (and this was later confirmed by husband) that flight I missed had 10 open seats that were the direct result of people not being able to obtain boarding passes and or make it through security checks in time. Interestingly, the next day's flight, while waiting at the gate to board the plane, I made a note of the time the same gate agent closed the flight for boarding it was 6:10 am, a full 25 minutes later than the flight boarding was closed the day before!
You may be heartened to hear that when I shared this story with others they were very surprised and disappointed that this was a Frontier flight that I was talking about. As we suspected, this is not the usual and customary behavior and experience for Frontier. We've all read and heard through the media that this has been a troubled year for both the airline industry and their customers. Fuel costs, more people flying, increased security processes; they all compound and exacerbate the already stretched and stressed system. The customer experience has an average rating of failure, and Congress is looking into the passenger bill of rights.
Compared to the average US citizen, I travel quite frequently by domestic air for pleasure / holiday, sometimes up to 5 trips in a 1 year period. I have had my share of rude, unpleasant and at times downright dishonest airline behavior and treatment, and until this time, Frontier was not in that crowded and undistinguished group. I admit that I am more than a little skeptical regarding the reasoning behind this appearance of random decision regarding the times that boarding is locked, gates closed, etc. If every flight is oversold, and even 1 or 2 seats, let alone 10 as in my case are forfeited and then extorted to repurchase their ticket, I see a fantastic revenue stream there.
I'd also like to add that I and husband have individual Frontier Airline MasterCards, both with excellent credit ratings and large credit limits. Husband is so unhappy with the additional charge for the flight, and the loss of an entire day of our holiday that he contacted the customer service department for the credit cards and requested that they be closed.
The customer service rep was abhorred and apologized sincerely and profusely for our unpleasant experience. She also asked to take the information regarding our experience and sent that on to her management to see if there was anything they could do to help make up for this experience. This seems to be more in line with the method of Frontier's customer care. We agreed to wait a week to see what if anything would be the result of her effort before continuing on with our request to close the accounts. We are requesting the return of the $189.00 charge.
SEATTLE, WASHINGTON -- I will never fly with them again... My flight was supposed to leave from Sea-Tac at 6:15 am on a Saturday morning, boy was I in for a long day. First we sat on the plane at the gate for an hour. We were then told to de-plane due to a mechanical problem and that We would be back on board in no time at all. 45 minutes after exiting the plane we were then told we would have a 3 hour delay. That's when I hopped in line knowing that if I didn't do something soon that I would never make it to my final destination of NYC. The 3 hour marker was of when we were supposed to take off vastly approaching and it was obvious we weren't going anywhere anytime soon.
Sure enough I was right, we were then told that our flight would be delayed 8 hours... Yes, I meant to type 8 hours. At this point I wasn't sure what to think. I had been in line for almost 4 hours along with roughly 80+ people watching one person being helped every 30-45 minutes. Did I mention that they only had one person at the desk assisting us. At this point I was making phone call number 2 to Frontier's customer service, my first attempt the representative told me next to nothing and that she couldn't really do anything for me because technically the status of my flight was in route but that clearly wasn't the case. This second call felt a little more promising...
While the representative said that I would probably arrive 4-5 hours later than expected I was assured that I would make it to NYC that day or into the wee hours of Sunday. While waiting in line I called an additional 2 times to which I was given the same "We'll get you there today, just later than expected." 5:45 rolls around and I finally make it to the ticket counter right as I get up there they announce that the flight will finally be departing. They ask everyone to come to the ticket counter to confirm they have the correct boarding pass and then we'd be on our way.
The employee looks at my ticket and says that indeed your flight will be departing but I cannot get on the plane, I won't be making it to NYC until the following evening. I was furious at this point but I know that the woman at the ticket counter couldn't do much and had already been yelled at by 85% of the people that she had been helping. I calmly asked her what they could do for me and that I needed to be on a plane first thing in the morning.
She made it happen and they offered me a $200 voucher for another flight and I left the following morning and finally made it to NYC. I followed up with customer service and they essentially told me to take a hike and that this kind of stuff happens. In order to try to please me they offered to add an additional $50 to my $200 voucher but I highly doubt that will be used because I will never fly with them again.
The entire time I was on the phone with the representative she tried to get into a lengthy conversation about company policy and the things they "comped" for me in order for me to get to and from point A and B. I wasn't buying it and to be honest, at this point, I had zero hopes of them making things right. Regardless of the cost of future flights, I will never fly Frontier ever again. This whole mess was handled so poorly, no wonder they were rated the 3rd worst airline in 2011.
Flying from Dayton, Ohio to Las Vegas on flight #1092 on 1/17/2010. My flight was to leave the Dayton International Airport at 6:15 am on 1/17/10; I arrived at the airport at 4:00 am. Frontier air Lines requires a mandatory 2-hour check in according to your published info & your recorded info on your 1-800 line.
The check in desk was not open. But the fight information board showed the flight to be canceled. I was second in line for service, at about 5:15-5:30 am a female ticket agent did come out to the desk, she did not speak with any of the passengers waiting in line, she picked up the telephone, and actually held it to her ear the entire time I stood in line which was until about 6:15 am.
Another ticket agent, a young man came out & had a conversation with the female ticket agent, and he proceeded to log in to your system to start helping passengers. He randomly called out passengers name's to re-book flights on other carriers. After about 20 minutes I ask him why he was not speaking with people in the order they arrived, he replied that the folks he was calling had connecting flights. I told him that I did too so he ask my name & then re-booked me on US Air fight 2248 at 6:55 am.
All was well for this leg of the trip. The real trouble began on 1/21/10. I was booked to leave Las Vegas to Phoenix on US Air flight 117 @ 9:40 pm. Because of all the bad weather in the southwest that day all flights had been canceled. I know that this is not Frontier Airlines problem to fix, so I called US Air to get rescheduled to fly to Phoenix, I was told they could not get me there until Sunday, 1/24/10 after 10 am this is where the problem ensues, my flight on 1/24/10 from Phoenix on Frontier Airlines #868 was leaving at 7:25 am.
So my next option is to call Frontier Airlines to see if I could change my return date/ticket to 1/22/10 and fly back to Dayton, Ohio. I called their 1-800 no customer service number at 6pm Las Vegas time, was on hold for 1 hour before I spoke with a customer service representative. As I explained the situation, I was told it is not Frontier's Problem.. I needed to call US Air it was their problem.. He would not stop talking so I could explain the situation. I asked to speak with a supervisor, after being on hold for about 10/15 minutes, she came on the line, and told me that the previous man had explained the situation, and she could book me on a flight the following day.
I asked her if this was confirmed, she told me yes. (My mistake here was not getting a name & employee #.) This flight was to leave Las Vegas at 10:15 am #976 going to Oregon then to Dayton, Ohio. As per your rules I show up at the Las Vegas airport at 7:30 am to check in. When I got to the ticket agent, she could not find the "the confirmed reservation". She picked up the telephone and called someone.. (Have no idea who.) Then after about 30 minutes, I ask what the problem is and this is what she said.
What she did find in the system was that I had flown out the night before on the canceled flight, US Air. She then called, I guess US Air to fix the computer system so she could proceed. After that was done, she then took me to the on floor manager. He then looked in the system for the reservation to Oregon. Once he found it, he told me the cost would be $676.00, time was now about 9am.
Needless to say I was a bit over whelmed at the cost, because the night prior when I was on the phone with your customer service supervisor, nothing had been mentioned about this ticket price. (Had that been the case I wouldn't have been standing there!) When I explained to ** the conversation that took place the night before, his reply was, I have no proof that they didn't tell you the price! At this point his behavior was nothing but condescending, rude and insulting. He was loud, he told me it wasn't his fault, US Air Cancelled the fight & it wasn't his problem to help me.
Either I wanted the ticket or not I stood at the ticket desk & once again called your customer service, and was told exactly the same thing, as ** by now it was 10:30 am and the flight was gone. **, had been holding in his hand all my itinerary papers the entire time we have been speaking. He was folding them up and slamming them down speaking very loudly to me, either "I excepted his help or not". At this point I asked to speak with his supervisor, when he told me he was the top man in Las Vegas.
If this is the kind of customer service Frontier Airlines wants, I am shocked! Please understand that I did not once yell or insult, or call any one any names.. I retain my composer the best I could muster.. I then re-iterated that my fight back to Dayton, flew out of Phoenix, and I couldn't get there, so I needed to find a way home. ** stated, "You have a flight home out of Phoenix" that comment was nothing but sarcasm! So I asked him to check to see if he had any flights that would leaving Las Vegas on Sunday 1/24/10 to get back to Dayton, he refused to help me..
This has been my experience with Frontier Air Lines. I am 57 years old, professional and have flown many times, I have never been spoken to like this or treated with so little respect as I have been with Frontier Airlines. I certainly hope that this complaint doesn't end up on someone's desk in a pile of papers. Because if this is happening to me, how many other customers do you think this happening to, that aren't sharing the experience?
The best form of advertising is through word of mouth, what do you think I have been saying? I would truly like to hear from a representative from your company, and not just a form letter that thanks me for expressing my opinion! Do they really record conversations, I hope so, because I would sure like them to listen to this one!
DENVER, COLORADO -- I am writing with much disappointment. My husband and myself are both disabled. We totally enjoyed our trip from MPLS TO DENVER THEN AGAIN FROM DENVER TO PORTLAND OREGON. My husband said, “this is the airline we will use from now on. Very pleased. Then on the way from Denver to MPLS we had a big problem. First of all I thought the stewards were there to help the customers to keep them comfortable and content. On the previous flight from Portland to Denver I had asked for a full can of Diet Pepsi and they said NO PROBLEM. You see my diabetes had been causing me a great deal of problem on our vacation.
Blood sugars in the 3-400's which is dangerously high. The problem started from the get go. Apparently my husband did not't arrange our carry on items in the right way. I have a Cpap machine, which cost $3000 and he has a Bi-pap machine which is $8000. He put his jacket by his to pad it so to speak. She snapped at us and said to hold your jacket she then put his Bi pap in front where it got slammed when the overhead was slammed shut. I explained why we did it and she mocked me by saying "reeeer," like a cat.
Then we watched another gentleman put his jacket in the same compartment and she slammed the door again, she said nothing to him about his jacket going there, in fact she looked at me and said she was NOT picking on me. Unfortunately the front of the bi-pap was broken. Which is not even my biggest complaint but still part of the whole bigger problem. My husband has prosthetic knees and said I have to put my leg out, “hope I don't trip her.”
Apparently she heard it differently and said we were TRYING to trip her, TOTALLY NOT TRUE. They checked to make sure everything was under front of seat which my purse was, the same way it was on all the flights. Then came around with drinks. I had to keep pulling my purse out as I felt strange with my blood sugars running in low 400's so had to keep checking it and giving myself more insulin. If your diabetes is high you tend to be extremely thirsty. So when she came around I had my 14 pills to take and was very thirsty. I asked for a full can of diet Pepsi and she very disrespectfully said to me flat out, "you will get a glass and NO MORE."
The people sitting across from us all had full cans. I tried to continue to explain to her that I needed more to take my pills because she filled it with ice and only added maybe 2/3 full of soda. Not enough that is for sure. As I am trying to talk to her she ignores me and asks my daughter what she would like. My daughter is 11 and is very sensitive. She was upset at how we were being treated and started crying because she has seen me go into diabetic coma before and was scared. I told ** she was being very unprofessional by ignoring me and she just continued and I asked her name and said I was planning on doing a complaint.
She said sure, it is Lana and make sure to include that your husband was trying to trip us... I could not even respond, she was being incredibly rude. She continued to tell the other lady with the cart to ignore us..when I was asking her for water or something. She told her "don't antagonize them, they are not worth it." Is that how your train your people? I could not take my pills and ended up very sick once landing and had trouble all night. I really don't believe that this is your practice as we had wonderful stewards on all the other trips we had. I want some kind of response about this issue.
If I do not get some kind of resolution then I will be contacting my lawyer attorney general, going to all newspapers, Internet blogs etc. I will be sure to take it as far as I need to as I feel we were treated with no respect or dignity and it effected my health problems. I do not think she should have treated us this way.
And that still did not end then horrible ordeal. Before landing the other steward came by and told me my purse was not far enough under the seat in front of me. I had it in the same position on all flights and wanted to have it at quick grab if needed for emergency injection. She told me if I did not push it up farther she would have to take it from me and find a spot in the over head. I told her since she wanted to ignore me that I had had enough and to go bother somebody else.
She said, "if we crash your daughter will be trapped!" which is a crock and made my daughter cry and be very scared as there was some turbulence. I understand you have to have rules and that certain things have to be followed but I also know that people with disabilities should not be treated indifferent. I felt like she was copping an attitude right away for whatever reason. I would appreciate a quick response to this letter or I will do as I promised! ** should get reprimanded for breaking the bipap machine front and for her total disregard our well being. Simple common courtesy would have been expected.
Today I had the absolute worst experience I have ever encountered in over 40 years of flying. THE WORST. A group of four of us were scheduled to fly from Oklahoma City, OK to Denver, CO on Frontier Flight 188 at 7:00 am on Friday, June 26. We had planned this trip for quite some time and were headed to a family reunion (probably my last chance to see some of my aunts that are still living as they were traveling from other states). I checked us in online the night prior with no problems.
We arrived at the airport before 6:00 am and, having no checked baggage, headed straight to security. We checked the terminal monitors and the flight was showing on time. We waited at the gate and never saw a Frontier employee. When the plane was not being boarded by 6:45, we simply assumed the gate crew was running late. We again checked the monitor and it showed the flight on time.
When 7:00 arrived, we started asking other passengers if they were waiting for the Denver flight. They said no, they were on the Houston flight and they had heard the Denver flight was cancelled. Let me reiterate - WE ONLY HEARD OF THE CANCELLATION FROM OTHER PASSENGERS. The terminal monitors, the gate signage etc all still showed our flight on-time.
So, I immediately headed to the ticket counter. What awaited me there was chaos. I got in a line with approximately 20-25 people at about 7:10 am. Now, keep in mind that had proper notice been given, I would have been at the ticket counter by 6:00 am. Through word of mouth of passengers we learned that apparently a flight destined for Houston was diverted and our plane was given to that group of passengers. I still don't know if that's correct as your Oklahoma City employees never informed us of the reason for the cancellation.
The gentleman working our line was extremely slow. Keep in mind there were only 20-25 people in line, but it took him over FOUR HOURS to get to us. That's correct - FOUR HOURS. So, I'm sure it was obvious we weren't happy. While waiting in line, he was helping another group of passengers (I think he was helping them) and was on the phone. He took the phone receiver and pounded it on the counter several times in obvious anger. I have never seen anything like that in my life. I'm not sure what made him so angry on the phone, but to throw a tantrum like that in front of passengers is beyond belief.
At the two hour point of waiting, I decided I might have better luck just contacting customer service. So, I called your toll-free number. I had over a ten minute wait time on the phone (which is understandable. I'm sure many people were calling with the way we were being treated). When your representative answered, I explained to her what was going on. She said “I can't help you. You'll have to wait until the ticket agent at the counter gets to you.”
So, I asked her could she at least check to see what flight alternatives there might be so I had an idea of what I was facing when I finally did get to the counter. She told me Frontier's flights were booked the rest of the day, but couldn't tell me if there were options on other flights. She again stated I would have to wait for the ticket agent. So, nothing gained there. She wasn't especially rude, just not much help! But, I understand there are protocols and she was merely following them. But, it would make sense to me in the spirit of customer service that your phone reps be given the authority to handle these situations. But, I admit there may be limitations to this of which I'm not aware.
When we finally got to the counter after 11:00, the employee basically snatched my boarding passes out of my hand. No apology. No explanation as to why my flight was cancelled - nothing. I asked him why the cancellation wasn't posted on the terminals or at the gate. His response, or rather his angry snapping, was “I've been here since 5:00 yesterday and didn't have time.” Having had our patience worn thin, we made the comment among ourselves that we should call the news station. So, YOUR employee decided he needed to call Homeland Security to stand at the counter. Really? Because we made a comment in passing about calling the local news???
Now, I will have to say that Homeland Security may have had nothing to do with us, as they never said a word, but it did seem like a rather big coincidence. But, still, no apology and no explanation. I understand that flights can be cancelled, but isn't it logical to post it rather than keeping your customers in the dark? I asked him what my options were. He snapped back “That's what I'm checking, but you won't be flying today.”
At this same time, a pair of middle aged women were waiting for a hotel voucher since they didn't live here in Oklahoma City. He basically tossed the voucher at them. They asked him where did they go. He said downstairs to the shuttles. So, they had to ask which shuttle. What was the hotel where they were going to stay. He snapped at them “Crowne Plaza” in a tone that basically was telling them this was a stupid question.
So, now he was back to us. I told him what the reason for our travel was, and the personal implications of not being able to take the trip. He never even looked up and acknowledged my comment. It was obvious he didn't care. When he FINALLY gave us our options, or really lack thereof, my group and I were discussing what to do.
We were deciding whether to just cancel or not. He butted in and said “So, you want me to cancel?” This was the FIRST time he showed any interest in accommodating us - and that was to simply cancel our business. Having had enough of the treatment he was giving us, we asked to see a supervisor. He snapped back “I AM the supervisor”. That's when I decided my best option was to just cancel and to take his name for reference in this letter. His name is **.
So, now we were going to be refunded. So, I advised him we had a pre-paid rental car, parking costs that were now an unneeded expense etc. I asked him if Frontier would be willing to reimburse any of this since this was not a weather related problem, but rather one of aircraft maintenance (which I still don't know is true since I've yet to be told why my flight was cancelled). He looked at me and said “No.” No explanation. No apology. Nothing yet again. He then ran the refund. He told me “You'll get the refund in six to seven weeks.” I asked why so long?
Our credit card was charged immediately. He said that's the way it is and there's nothing we could do. So, I asked for a printed confirmation of the refund. He just looked at me. I told him I needed a printed confirmation in case there were questions about the cancellation later. He basically just huffed and walked away to the back. He was gone over six minutes (yes, I was timing the situation now since I was in line over four hours).
While he was gone, I mentioned to the representative at the station next to him that she really needed a different supervisor. She commented “We get that a lot. I'm so sorry.” FINALLY AN APOLOGY!! I was shocked! I'm not sharing her name because I don't trust your supervisor to not go after her. That's the attitude he exudes. But, when an employee recognizes that her supervisor is giving inferior service, there's a problem. When ** finally came back, he basically tossed the refund confirmation at me and yelled over my shoulder before I had even stepped away “NEXT!” It was obvious he was done with me. So, I left.
Now, let me add here that at no time in our four hours of waiting was any announcement ever made to the crowd of people why the flight was cancelled, what the staff was doing or anything. The only information that was being shared was word of mouth among passengers. They were capable of making announcements because at one point they did come over the loudspeaker and ask if there was anybody else in line for the flight to Houston. But, never an acknowledgement of any kind about the Denver flight. NEVER.
After Mr. Hobbs had basically dismissed us, my group walked away in rather a state of shock at how we had been treated. I was dumbfounded. Now, I understand things happen. I understand that airplanes are a machine that can have mechanical failures no matter how top-notch the routine maintenance may be. I understand there were a lot of people to accommodate. But, I don't understand the total lack of communication, the failure to notify passengers waiting at the gate that the flight was cancelled, and the absolute rudeness, and actually disdain, with which we were treated by a member of your management.
When I arrived back home, I called your customer relations department and spoke with **. I explained all of this to ** and she did exactly what I would expect. She genuinely apologized. She explained the six to seven weeks for the refund was not Frontier. They would process within 7-10 days, but it may take our credit card one or two billing cycles to post it. A perfectly reasonable explanation. She acknowledged my disappointment that our family plans had to be cancelled. And she offered in way of compensation a $25 voucher for each of us because of the way we were treated.
I didn't expect compensation (because in all honesty I'm not sure I'd be willing to risk travel plans with Frontier again), but she did make me feel like I was a valued customer and that she wanted to provide me with service. I'm thinking perhaps ** should be a supervisor and ** should be a person behind the scenes where he never comes in contact with the public.
Again, I want to reiterate to you that my complaint is not in the fact that our flight was cancelled (although it would be nice to know why). I know these things happen and your staff had no control over it. But, the lack of communication, the excessive wait in line and the way we were treated once we reached the counter were ALL within ** control, and he took no positive action on any of these. In fact, he was more of a hindrance to your airline's reputation than a help.