Frontier Airlines Complaint - Frontier Airlines no customer service
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 Milwaukee 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 Milwaukee. 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 Mr. X 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 Mr. X..by now it was 10:30 am and the flight was gone. Mr. X, 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. Mr. Chamber’s 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!