“Total disregard for customers”
Flight from Atlanta to Denver
- Round Trip
- Number of Stops:
- No stops
- Date of Flight:
- May 2010
- Seat Class:
These extracts from my letter to Frontier explains how bad they are:
My wife and I have flown on Frontier frequently in the past several months. .... Rarely, if ever, have I experienced behavior as poor as that exhibited by your personnel on this flight. Based on the atrocious treatment we experienced at the hands of your personnel this past week, we do not plan to accumulate any more miles on your airline.
Let me summarize the events that we consider so egregious and which have so angered us toward your airline, events that we intend to publicize widely and will also send to the FAA and our Congressman.
1. Due to weather in Denver, Flight 201 was diverted to Colorado Springs and landed there at approximately 6:00PM on 18 May. ....
2.....I asked the flight attendant if passengers who had Colorado Springs as their final destination, .... would be allowed to deplane ..... I knew such deplaning was possible because the same situation was experienced by a business associate of mine on a flight to Colorado Springs through Denver a few weeks before. .... I was also aware of the recent legislative activity in Congress addressing airline reluctance to allow people to deplane ....
3.The flight attendant was responsive and went to ask the Captain. She came back and notified me that the flight crew was busy preparing for the landing ....
4.After the landing, the aircraft parked in a ramp area ....it would be refueled and return to Denver. The original estimate was ...for 15 or 20 minutes. The flight attendant informed me that passengers flying to Colorado Springs would not be able to deplane. That estimated departure was repeatedly extended, .... I subsequently asked the flight attendant if she would again relay my request ....to deplane.
5.The flight attendant ...returned ... the Captain was angry with her over this matter. I asked if it would alright if I went forward to put my question to the captain, .....
6. I approached the flight desk and asked the flight attendant by the door if I could ask the Captain a question. ... I remained outside the fight deck and asked my question of the Captain. .... The Captain at that point turned the situation into an adversarial one that I found offensive and egregious. I asked if he could contact Frontier management and he flatly refused. I asked if he could give me a phone number to call and again he flatly refused. .... A that point he told me go back to my seat or he would have security personnel meet me at the plane for an unpleasant discussion when the aircraft returned to Denver. I asked him if he was threatening me. ... I did return to my seat at that time and decided I would document this situation and file a strong complaint.
7.At 8:05 PM, ..... The plane began to taxi and at 8:20 PM, to the surprise of the passengers, the aircraft parked at a gate at the Colorado Springs airport. The lack of any prior announcement by the crew that this action was underway was unprofessional.
8.After parking at the gate an announcement was made that all passengers who wished to deplane could do so, .....
9.My wife and I and several other passengers elected to remain in Colorado Springs. .... Unfortunately this was not the end of the missteps by Frontier.
10.... a gate representative ...told us to proceed to the check in counter and that we would be able to file a “lost luggage claim” that would be used to return our luggage to us once it had flown to Denver and back to Colorado Springs again.
11.We proceeded to the ticket counter .... completed the Lost Baggage Claim, ..... We gave our phone number and were instructed that when the bags came in we would be called to coordinate delivery. ....
12.By around mid-day.... called Frontier from my work ....the bags had ...been returned to Colorado Springs the preceding evening, yet we had not received any phone call. The agent ... was apologetic, and explained that the Frontier supervisor, Nxxxx Bxxxxx, had reversed what we had been told the night before and we had to come get our luggage. ......
Frontier Airlines, by its actions in this matter, has proven itself to be unresponsive to customers, unprofessional in its behavior, and unworthy of further patronage. You have not lived up to the message you try to convey through the images you paint on the tails of your aircraft. You should be ashamed.