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Frontier Airlines Complaint - Unable to get boarding pass 45 minutes prior to flight - Boarding pass issuance inconsistency
Boarding pass issuance inconsistency - Complaint
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:
1) October 26, 2007 - we arrived at Austin-Bergstrom airport Frontier curb 5:35am for 6:25 am departure.
2) Husband checked in with 2 pieces of luggage at Frontier counter @ 5:40am.
3) I, parked car after waiting at curb (trapped by cab and other car for almost 5 minutes).
4) 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.
5) I advised my luggage had already been checked, and traveling companion Steve Nelson had already checked in and was in security line.
6) 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.
7) Counter agent advised that agent at boarding gate had closed boarding, and that flight was oversold.
8) Husband left line for security check and returned to Frontier counter to request a boarding pass for me. Request was denied.
9) 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.
10) 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.
11) I was put on standby for 2:00 pm flight which was also oversold.
12) 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.
13) 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.
14) 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.
15) 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.
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:
1) October 26, 2007 - we arrived at Austin-Bergstrom airport Frontier curb 5:35am for 6:25 am departure.
2) Husband checked in with 2 pieces of luggage at Frontier counter @ 5:40am.
3) I, parked car after waiting at curb (trapped by cab and other car for almost 5 minutes).
4) 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.
5) I advised my luggage had already been checked, and traveling companion Steve Nelson had already checked in and was in security line.
6) 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.
7) Counter agent advised that agent at boarding gate had closed boarding, and that flight was oversold.
8) Husband left line for security check and returned to Frontier counter to request a boarding pass for me. Request was denied.
9) 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.
10) 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.
11) I was put on standby for 2:00 pm flight which was also oversold.
12) 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.
13) 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.
14) 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.
15) 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.
Comments:
Posted by Leela on 2007-11-09:
Sorry, I've got to side with the airline on this. Directly off of their website:
What time should I check in for my flight?
We don't want to see you rushed, so we recommend that you get to the airport at least two hours before your flight. With increased security, it just makes sense. We can never guarantee how long your wait will be at the airport. It depends on so many factors, including weather, time of day, day of the week, etc.
The real rehearsed answer, however, is that for domestic flights (within the U.S.) you'll need to be checked in no less than 45 minutes prior to departure. For international flights all passengers have to be checked in no less than one hour before departure.
What time should I check in for my flight?
We don't want to see you rushed, so we recommend that you get to the airport at least two hours before your flight. With increased security, it just makes sense. We can never guarantee how long your wait will be at the airport. It depends on so many factors, including weather, time of day, day of the week, etc.
The real rehearsed answer, however, is that for domestic flights (within the U.S.) you'll need to be checked in no less than 45 minutes prior to departure. For international flights all passengers have to be checked in no less than one hour before departure.
Posted by GothicSmurf2 on 2007-11-09:
I agree with EMT- Flights LEAVE the gate PRIOR to departure time. Departure time isn't "get there at this time and get a seat." Departure time is when the plane will be in the air.
I've only cut it close once (due to not having a car and cab being "canceled" twice for some reason) I fully expected to have to wait till the next flight.
I've only cut it close once (due to not having a car and cab being "canceled" twice for some reason) I fully expected to have to wait till the next flight.
Posted by superbowl on 2007-11-09:
Two hours domestic, three hours international. It has been this way since 9/11.
Posted by Principissa on 2007-11-09:
I agree with everyone here. Now that security has been tightened so much they want you there earlier. I had a flight in July at 935 A.M. I got to the airport at 5:30 A.M. and waited in the security line until almost 830 A.M. That is why they want you there so early. Had I not gotten to the airport when I did I would have missed my flight.
Posted by Stew.old on 2007-11-09:
I guess it depends upon the Airport. I've not experienced any major delays at the security check points lately. At BMI, Reagan National and Dallas-Fort Worth it took about 15 minutes. At my home airport (OKC) I usually don't get to the airport until about 40 minutes before my flight. It takes all of about 10 minutes to get your boarding pass, go through security and make it to the gate.
Posted by Suusan B. on 2007-11-09:
Oversold flights - - Frontier MasterCard - - fuel costs - - credit rating - - number of flights per year - Congress - - passenger bill of rights - - blah, blah, blah. You cut it too close by arriving at the airport precisely 50 minutes before your flight instead of following the recommendation of two hours before departure.
Posted by killerklown on 2007-11-09:
Two hours before your flight. You ignored that direction, thus you paid the price. Next.
Posted by bargod on 2007-11-09:
What they all said. I would not dream of showing up a the airport a mere 50 minuites before a flight.
Posted by Skye on 2007-11-09:
Wow, showing up 50 minutes before a flight?? These days, you need to be at the airport at least 2-3 hours before a flight. The security check alone, can take more then an hour. We flew in August, and arrived at DIA (Denver International Airport) 3 hours before our flight was scheduled to leave.
Things have changed, and arriving 50 minutes is just not going to cut it.
Things have changed, and arriving 50 minutes is just not going to cut it.
Posted by KenPopcorn on 2007-11-09:
You also have to factor in the time it takes for TSA to process and screen the luggage. The fact that you are there in time, doesn't imply that there is enough time for baggage to be handled. You were too late by a lot.
Posted by Suusan B. on 2007-11-09:
Oh - - and by the way, you might as well proceed with your threat to close your Frontier MasterCard accounts because there is no way that you deserve a refund of $189 for the ticket you had to purchase as a result of your not arriving at the airport in time. And, it appears that said Mastercard is actually issued by Juniper Bank so Frontier doesn't lose anything if you bail.
Posted by FoggyOne on 2007-11-09:
I use a small regional airport and I am at the ticket counter no less the 90 minutes ahead of my flight. You cut it close and you lost, don't blame Frontier. If you're happy with the otherwise, put your complaint on the back burner.
Posted by Sparticus on 2007-11-09:
Airlines are cracking down on this. Somewhat related, my friends arrived at the check-in machines 47 minutes before their flight. They had problems with the first machine (it went out of order) so they had to move to another check-in machine. It was now 44 minutes until their flight and the machine would not let them check luggage any more. There was a 45 minute minimum requirement. They asked for assistance, but they were told sorry you can't check bags for this flight. So they had to unpack everything and stuff it into their carry-ons and garbage bags... They then threw their luggage away and went to catch their flight since they had no time to do anything else... and the airport had done away with lockers.
Posted by Ben There on 2007-11-10:
Most airlines I know have a 45 minute cut off for domestic luggage. Your bags have to go through security behind the scenese where TSA will scan them in those big white machines. The airlines can not control how long that takes, yet you will be screaming at them if they do not arrive so they say anything after 45 minutes is not allowed to ensure that there is enough time for TSA processes. Feel free to never fly Frontier again - they have enough pax that get to the airport in time.
Posted by jktshff1 on 2007-11-10:
I always check in on line. Most airlines allow you to do that 24hrs in advance. You can drop off luggage to be checked when you arrive.
Of the airports I use, even the fastest ones, I arrive at least 1.5hrs ahead. Some I get there 3 hrs ahead (Vegas)some 1.5 hrs (Little Rock, AR)
I have to agree with the others.
Of the airports I use, even the fastest ones, I arrive at least 1.5hrs ahead. Some I get there 3 hrs ahead (Vegas)some 1.5 hrs (Little Rock, AR)
I have to agree with the others.
Posted by rudybjr on 2009-04-25:
All this writing just defaults to, you were late!
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