The statement corrects and clarifies several points - some that you mentioned in your post.

(I’m the Convention Committee’s director of online communications.)

I haven’t experienced that with Frontier Airlines. I have always good experience. But I guess that there is always something that goes wrong.

I have had worse experience on United and American. I won’t fly either of them unless work makes me do it. They are that bad.

I am wondering if Southwest will be the only option for a good experience. But for me, I would rather fly Frontier than Southwest. I like have a seat waiting for me, then the mad rush there is at Southwest.

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.

Leigh Ann Hubbard
Managing Editor
James Hubbard’s My Family Doctor