Comments on: Bad Move Frontier Airlines, Sean Menke

By: clinton123

clinton123 — Sun, 17 Jan 2010 03:42:25 +0000

Horizon Air and Alaska Air both owned and operated by Alaska Air Group makes customer satisfaction its top priority. They have always treated me like a human being and go out of there way for customer satisfaction.

By: Natasha

Natasha — Sun, 18 Oct 2009 05:18:45 +0000

I totally agree with you. Frontier's customer service is appalling. I just tried to book tickets for over an hour on their website. I couldn't book the tix because my frequent flyer number wasn't recognized. Turns out after speaking to a customer rep, that the reason for that might have been b/c I have a hyphen in my last name although I have always been able to book tickets in the past with the same exact name and going through the exact same process. So, basically, their website was not working as it should have been. While spending 15 minutes on hold with the rep, I tried to rebook the flight only to find that the price had gone up by $46! So because of their website complications, I am being punished by having to pay $46 more. The manager said they couldn't do anything about giving me my initial ticket price–that I would need to pay the $46 more. It's too bad. We were this close to getting a free ticket with our frequent flyer miles. However, I'm completely willing to give that up and never fly Frontier again. Southwest has always had comparable fares with Frontier, so we're going to use Southwest now. I always had some local affection for Frontier since it was a Colorado company, but I am no longer a Frontier cheerleader. We're never flying Frontier again.

By: Nick Gonzalez

Nick Gonzalez — Tue, 22 Sep 2009 16:27:57 +0000

DISABLED VET BOOTED OFF FRONTIER AIRLINES.

I was traveling from Santa Anna, CA to Nashville and change over in Denver. On the way to Denver I had a screaming child behind me. I wanted to sleep so since I was going to stay awake I asked the stewardess for free tv which she gave me but didnt want too.

The same plane I just got off from was the same one I got on to go to Nashville. I sat in row 13c where there was a single compartment overhead bin. I put my backpack in there that had my laptop that I use to take online classes.

A late passenger gets on and opens my bin and asks who's bag is this? I said mine, he said i'm gonna move it. I told him no your not. He went and got a stewardess who wanted to move my bag, I told her no. She moved it and the other passenger looked at me and said "you want some". I said you lil fu*ker, you better sit down. The stewardess heard me and got me booted. She say me as a threat. I know i shouldnt have cursed but I was upset.

I'm really upset that a 20 year retired Army Disabled Veteran was treated like a terrorist. I called their customer relations line and all they say is I will forward this. No care for their customers, no reimbursements, no apologies. I WILL NEVER fly frontier again.

By: EX-Frontier Employee

EX-Frontier Employee — Thu, 06 Aug 2009 19:46:53 +0000

Sadly, I worked for Frontier Reservations and could never help passengers in need. If a passenger had unforseen circumstances they still had to pay high change fees. I could no longer work for a company who didn't care about people. Jeff Potter made Frontier Airlines compassionate and caring, until Sean Menke decided to cut costs and run the airline to the ground. Not only did the passengers feel Sean's cuts so did all the employees. I just wanted to write a Thank You to all passengers who did give Frontier a chance, I had a job because you gave Frontier your business.

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By: andrewhyde

andrewhyde — Wed, 10 Jun 2009 00:07:00 +0000

I don't see a problem charging for standby either, I do have an issue of offering it and then very quietly getting rid of it, and blaming the customers for not reading the terms.

I also see the points of widespread standby misuse.

By: andrewhyde

andrewhyde — Tue, 09 Jun 2009 23:03:31 +0000

I fully understand the risks of standby. The issue is in a policy change that wasn't communicated to the customers (in this case, no standby).

Fair enough, I didn't get on the flight, but others did, and the next one. I was told the flight was totally full, no way I could even buy a ticket. In this case I was lied to, treated with disrespect and as a passionate customer, was made to feel not welcome.

And in the process, found out that there is no customer service outreach from Frontier Air online.

By: Dan

Dan — Tue, 09 Jun 2009 19:58:49 +0000

Andy,

I must be missing the point. You showed up 6 hours before your scheduled departure and are upset that you weren't able to fly out earlier? Even if standby was an option, there is no guarantee you'd get a seat.

We've all got a nightmare travel story, but this is hardly that serious. You didn't lose any luggage and your scheduled flight was on time. Sounds like a win to me.

I'm sorry to be unsympathetic, but this hardly seems a reason start an internet smear campaign.

Dan

By: Rags Srinivasan

Rags Srinivasan — Fri, 05 Jun 2009 23:11:09 +0000

Andy
I just read this after your tweet on nasty comments on a recent post.
I would like to point out a few things
1. what it costs the airline is not relevant to what they can charge for it. If it is of value to customers then any marketer should be able to share that value created.
2. It is true that the marginal cost is zero (or close to it) for one additional passenger but they would set a bad reference price with that approach. On a related note I was under the impression that the marginal cost is zero for bags too but a cost accounting study quoted in WSJ article said it is $15 per bag.
3. All these aside, any business should know its customers and should classify them into tiers based on the revenues (life time) they bring. So they should be doing preferential treatment to their top tiers.
4. Your anguish is understandable because of the revenue you bring them and also the reference price in your mind for the standby set by previous experiences.

What they could have done differently is to have better managed your expectations and worked on improving the reference price in the minds of their customers. You said about no emails, a surprising policy change. They could have gone a step further, in addition to sending an email they could have sent a "One Free Standby" coupon (that shows clearly the fee that is being waived) to all their customers. I did a recent experiment on customer acceptance of unbundled pricing for baggage, drinks, pillows. I found that customers were more likely to accept these extra fees when airline works to set their reference price.

The net is, I do not see a problem in charging for standby but in the way it is implemented.