Frontier Airlines Complaint - Complaint - Left behind
ST. LOUIS, MISSOURI -- I write to express my extreme frustration with the terrible ‘service’ received on Sunday, October 28, 2007 in St. Louis. We were scheduled to depart St. Louis at 7:35 pm, on flight 287 to Denver and thru to Spokane on flight 308.
We arrived at the Frontier desk at 6:55 pm, due to detours, closed exits, and freeway stoppage for an accident. Upon arrival, I asked the agent to hurry, explaining the unavoidable delays and we had to work Monday. The agent refused to help in ANY manner! She rudely said, “Too late, I’m closing the gate in five minutes.” I stated we could still make it if she would call the gate; she refused, stating, “It’s impossible…you’ll have to leave tomorrow.” I explained our flight to St. Louis on October 25th had been delayed 10 minutes for two passengers; why not us? She replied, “That’s not my problem; you need to be here forty-five minutes early; I have an ‘On-time Performance Quota which must be met, and I won’t hold the flight!” I asked to speak with her Supervisor, Judy, who took her time coming, and said she couldn’t do anything now, but if we’d been there 5 minutes earlier, she might’ve been able to do something. I told her we’d BEEN there 10 minutes and the agent wouldn’t help. She said, “I can’t do anything.”
I inquired about another flight leaving St. Louis, to which she said, “There aren’t any other flights.” I asked her to check other airlines; she looked at her screen and replied, “Nope, we’re the last one.” I asked when the earliest flight departed, and was told, “Be here at 4:30 am, and wait.” When I asked about reservations, she said, “You miss your flight, you fly stand-by.” I asked where Frontier would lodge the three of us for the evening, since it was Frontier’s choice not to board us, and she replied it was OUR problem--Frontier doesn’t put people up. When we arrived in Denver, I explained this to Amy, the agent, who stated the St. Louis agent was wrong and should’ve boarded us, especially as it was the last flight and we had work the next day.
Today, I just got off the phone with a low-level CSR.
She called to inform me she had my letter in front of her, yet Frontier has an iron-clad 45 minute policy, regardless of what we’d been told by any other Frontier Employee, and that Frontier will not reimburse us for any losses. She did not make any attempt to meet halfway, acknowledge Frontier’s culpability, nor offer any type of courtesy compensation. I hung up realizing Frontier Airlines does not understand the meaning of ‘customer service’, nor cares to retain us as customers.