Frontier Airlines Customer Service

No, that’s not an oxymoron, although a few hours ago I would have said otherwise. The web seems to abound with stories of disgruntled and unhappy customers, and this was almost one of them. But this story has a happy ending.

I bought a salad in the airport, to eat for dinner on the 5:50pm Frontier flight from DEN to SFO. Unfortunately, I left on the seat next to me at the gate. I remembered it just as I boarded the plane, but the flight attendant refused to let me leave the plane to go get it, citing “security”. WTF?

My salad was about 20 yards away. There was 20 minutes before departure. I and the salad had both passed security screening. What possible security problem could there be? I was stunned. The plane wasn’t even full, there was no backup on the jetway. I even went back to the front after everyone was on, with at least 5 minutes before the door was shut, and was not allowed to get off for the 60 seconds it would have taken to get my salad.

I was hungry and pissed off for the first hour of the flight. I composed the first draft of this blog post, ripping them a new one about “security theatre” and other crap. Then the flight attendant who had refused me dropped a folded note on my tray table (I was working and had headphones on). The note said on the outside “My Apologies”, and inside read:

Sir:

After reviewing the regulations regarding passenger deplaning and reboarding, my interpretation was not correct.

Please accept my apology, and use these free DirecTV coupons to help pay for the dinner you left in Denver.

What’s more, he even signed it with his full name and employee number. Wow! I have to say, I really appreciate when people have enough self esteem to question themselves, do some research, and then own up to being wrong and try to make it right.

I am now a big fan of Frontier Airlines, because not only have they trained their people to provide genuinely good service, but they seem to foster a culture of learning from mistakes. And while in any customer service training course you can read stories like this one, they don’t happen as often in real life as they should, and they should be rewarded. I look forward to flying Frontier again!

5 Responses to “Frontier Airlines Customer Service”

  1. bsaitz Says:

    nice to see, i love a good cust service story!

  2. Frontier Sucks Says:

    Not only do they hate their customers, but they hate their own employees.

    When they say 45 minutes, they mean 45 minutes. They close the flight and put you on standby for the next flight. The lady at the check-in counter was having a bad day already at 6:30AM. She was rude and in a bad mood.

    Even though I made it to the gate with 15 minutes before the flight was scheduled to leave, I was denied boarding along with an employee and his family. The employee had some of his family aboard, but the best the gate crew offered was to get a message to them advising that their family had been left behind 15 minutes prior to departure.

    The sweaty gate agent's response was that “he wasn't going to have a ramp delay”. This tells me that Frontier Airlines has given him improper incentive. Their 'on-time' departure, which is often missed (at least 5% of the time), is more important than customer satisfaction. The employee who was left behind was complaining loudly to his family and stated that “Even though I work for Frontier, I never fly them. This is why”. He went on, but I won't belabor the details here. The gate agents wouldn't let the employee and his family pass.

    As for Frontier Airlines' gate crew: I can tolerate ignorant people and I can tolerate rude people, combine the two with a dash of apathy and you have a intolerable result.

    Frontier Airlines' customer service is in the red as are their books. It's too bad that the toxicity is increasing throughout their organization. I used to like Frontier, but I am done with them. I wish I had paid the extra $100 for the United Airlines flight. Even though they're not perfect, at least they suck less.

    The true measure of anything is performance when things go wrong. Frontier fell down this day.

  3. Oxyfish » Blog Archive » Frontier comes through again - Yieldex CEO Tom Shields' Blog Says:

    […] Airlines came through again for me last night. Here’s the […]

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  5. Renee Metzner Says:

    Beware the 150.00 change fee Frontier charges per ticket and the no stand-by policy. I just booked a ticket for 137.00 but accidently selected the wrong return date. After I realized what I had done I found out it would cost me almost twice the price of my original ticket to change my return date so I am just out the money. I am not flying with Frontier again.

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