Andrew Hyde lives in Boulder, Colorado and travels frequently.

Frontier Airlines Customer Service: “The PR Department Would Like You to Shut Up”

Frontier Airlines:  oh hi!  Thanks for monitoring this social media space. I recently wrote that I wanted you to take over the Frontier Airlines twitter account, and you responded (online, without sending me a message).

Interesting read.

I wasn’t sure how to break it to you, and please appreciate the blunt honesty, but your out of touch and doing it wrong (and on the cover of both magazines).

So the problem is that your brand is getting its ass kicked by people like myself that have had a bad experience, and received no response.  In my case, an employee lied to me as I tried to travel with a colleague causing me to leave six hours after I planed to.  I blogged about it, and only after 10,000 page views was contacted by the company.  By the PR department.

This is a problem.

Your PR department shouldn’t respond, your customer service department should. By the PR department responding, you are sending this message:

Dear Mr. Hyde:

Please shut the fuck up.

<3 Frontier.

Yeah, that doesn’t solve the problem.  My original experience has yet to be addressed by anyone outside the PR department.

No amount of social monitoring or PR response can get around that major flaw.

So now your company is coming out of bankruptcy, and you must make a choice: be open and honest about your customer service or don’t.  This has nothing to do with your PR department (which I think is understaffed and does a fine job).  Are you creating passionate users or getting passive and lazy?

Yes, I call not monitoring and responding to social media lazy.  I’ve personally spent over $5000 on plane tickets since the incident, with $0 going to Frontier.  The cost benefit is far in your favor, but you refuse to participate.  That is lazy.  Look at the comments in the original post I wrote.  Tens of thousands of $ is going to Southwest because their customer service has embraced social media, with their PR department.

When I wrote the post, I thought with about 99% odds that someone would say ‘sure, please transfer it over.’  They could have just pointed it at their automated feeds and been done with it.  Everyone is happy.

But that didn’t happen.  It didn’t fit into the PR plan.

So starting today the account will be used to repost people complaining about their bad experiences. Frontier has a serious problem, and that is they think social media monitoring is solely about brand control.

You don’t own your brand, your fans do.

No Frontier, I will not shut up.

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Andrew Hyde

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66 responses to “Frontier Airlines Customer Service: “The PR Department Would Like You to Shut Up””

  1. Mike Sullivan Avatar
    Mike Sullivan

    Andrew, nice response. I second the sentiment, that Frontier or any company that wants to play in the social media realm “must make a choice: be open and honest about your customer service or don’t”.

    Frontier: Take this as article as constructive criticism, a how-to on getting into social media. I know the price of gas is in the airline death-zone, so perhaps pr is underfunded. If you going to use twitter, find a person, with a real name and *gasp* a photo, someone like Andrew, to be personal on twitter.

  2. G Avatar
    G

    This has gotten rather disgusting.

    Here's the truth: Frontier has a policy that didn't allow you to fly standby for free. The reason they do it is that's their policy. There was space on the plane. And you took it personally.

    Why did the count agent lie to you saying there was no space? I don't know. Maybe she felt threatned by a 6foot3 angry guy who hadn't shaved for several days. And you haven't been entirely honest in your Frontier blogz either.

    You told us that there is NO COST 2 airlines for flying passengers standby. How do you know this? Which airlines have you run? I can think of several costs even if they don't have to move the bags to the new plane. Can you?

    You also told us that the max reasonable charge for allowing standby should be 10% of the fair. What airline did you spend that $5000 on? Do they allow standby for 10% of the fair? Southwest doesn't let you do that! If you have a decent Wanna Get Away fair, it'll cost you at least double to fly standby with them. And that is the “No hidden fairs” airline.

    If you only flew on airlines that allow standby for 10% of your discount fair, you have been walking to your destination.

  3. Charles Augustus Lindbergh Avatar
    Charles Augustus Lindbergh

    Dear Mr. Hyde,

    Please get a life.

    If Frontier doesn't see Twitter as being a good fit for the company, good on it for saying so. The last thing Twitter needs is another corporation thinking it's cool because it tweets. The belief that companies need to be on Twitter is herd mentality at its worst.

    If Frontier has limited resources and thinks investing in other customer service channels (like toll-free phone service) is more beneficial than investing in Twitter and blogs, it's actually showing some responsibility and common sense by degrading itself and using social media to spew fluffy PR nonsense across the interwebs.

    What exactly is Frontier supposed to do on Twitter? Tweet that it's so sorry you didn't make it to your colonoscopy? Write a blog post thanking you for being the best customer in the world? Shit happens. Get over it. You'll be a happier person when you let go of the fact that you had to wait at an airport for six hours. If you can't view that as an opportunity to relax and meet new people, perhaps you need to find a new profession so that you can afford that private jet.

    Finally, the goal of an airline is not to create “passionate users”. It's to get people like you from Point A to Point B. If Frontier failed to get you to where you needed to go, vote with your wallet and use another carrier. Which you did.

    You've already lost money. Why waste something that's even more valuable – your time? Go back to saving the world with Startup Weekend.

    Disclosure: I will soon be flying Frontier since I know I won't have to sit on a plane listening to your whining. And I'm tired of sitting next to smelly people on Southwest.

    Sincerely,

    Charles Augustus Lindbergh

  4. andrewhyde Avatar
    andrewhyde

    Would totally agree with you on that, except the point that they didn't promote that they stopped with the standby policy. I've flown standby with no problems for the last two years with them, then suddenly, poof.

    No email saying 'a couple changes.' Just gone.

    There is no cost difference for flying on one plane or the next one. I didn't have a bag, the difference would be that one plane would be heavier by myself and my bag.

  5. Orville & Wilbur Wright Avatar
    Orville & Wilbur Wright

    Dear Mr. Hyde,

    If we knew that self-important assholes flying economy-class were going to be flying on planes, we wouldn't have invented them.

    Please do humanity a favor and use ground transportation from now on.

    Thanks in advance,

    Orville & Wilbur Wright

  6. andrewhyde Avatar
    andrewhyde

    It only took me 500+ posts for someone to tell me to get a life.

    A small victory.

  7. Sully Avatar
    Sully

    Ha!
    Every boo's a boost, Hyde. Just make sure to shave before traveling with Frontier airlines.
    I can't wait for hi-speed rail.

  8. G Avatar
    G

    Why didn't you just google on

    frontier airlines standby policy

    to make sure? I did that, and I got the exact policy in about 15 seconds.

    What airline did you spend the $5000 that you were going to spend on Frontier? Do they allow standby for 10% of the fair?

    If they don't allow standby for 10% premium of your discount tickets, then why do you fly that airline?

    How do you know that the airline incoors no expense for moving you to another flight? What do you base that claim on? I can think of several costs even if they don't have to move the bags to a new plane. Can you?

  9. Not G Avatar
    Not G

    I fly Frontier 1-2 times a month. They emailed me about the standby policy change, it was mentioned in their frequent flier print mailing and there were signs up at the airport.

    If you've stopped flying Frontier, why continue this relentless personal attack on them? It seems like you're trying to use this all for personal gain.

    I hope you will treat United and Southwest the same when they let you down.

  10. Grant Avatar
    Grant

    I also think that there are better fights to pick – than this attack on Frontier. God knows I have plenty of very personal gripes with Frontier Airlines, but with this post I feel like you are shooting yourself in the foot.

    I thought that the response from Frontier was reasonable enough, as disappointing as it is that it came from their PR department vs their customer service dept.

  11. Ryan Avatar
    Ryan

    I like to think I'm a smart guy, but I can't think of any costs associated with allowing a passenger to fly standby that aren't also the exact same costs of having that same passenger fly on a later flight.

    Please do share your insights.

    If I were an airline, I'd encourage standby, because it would free up tickets on future flights which could be sold to new passengers.

  12. andrewhyde Avatar
    andrewhyde

    I can't think of a cost either. Same product a few hours earlier.

    Found this too.
    http://iterativepath.wordpress.com/2009/06/06/p…

  13. Gregg Tobo Avatar
    Gregg Tobo

    Pity.

    Pity that the ticket agent lied to you instead standing up for the policy.

    Pity that the agent wasn't empowered to override the policy to convert you into a fan.

    Pity that customer service has not responded to your complaint to try to win you back.

    Pity that Frontier thinks that social media is about announcing special fares via Twitter.

    Pity that Frontier doesn't see the enormous value of getting their customers to talk about how happy they are to have chosen Frontier.

    Pity Frontier; I hope they figure it out.

  14. dirkmshaw Avatar
    dirkmshaw

    Hey Andrew.

    This is a great post. It shows that Frontier does not know how to A.listen to social media and B. respond. They are not different from many organizations. Companies are struggling to figure out how to align their organization. Given the state of their finances they probably do not have nay resources they will dedicate to a “Alternative” channel. FAIL……

    If they were smart they would have offered you a job. This would have been a nice move. Whether you would have taken a job working for the man is another ?

    You have highlighted a huge opportunity that is being missed by many who just dont get social media and the influence of people like yourself..

    Good stuff.

    dirk
    @dirkmshaw

  15. Rags Srinivasan Avatar
    Rags Srinivasan

    That was my post, thanks for referring it.
    Suppose we took this to the extreme (like economists usually do ), since the marginal cost is zero to carry a passenger, can we argue that if there are empty seats then the airline should allow someone to fly for free?

    Like yourself, most customers are smart and know that the cost is zero and tend to expect that the airline allow a free standby. This knowledge of zero cost sets their reference price and hence the outcry when the airline charges for it.

    Does this mean the airline should charge all its customers? No. It should know the lifetime value of its customers and should give preferential treatment. So if they tracked the data that you are a frequent traveler they should have waived the fee – they should show you the fee nevertheless waive it so they get to improve the reference price in your mind but do not turn you off with the fee.

  16. G Avatar
    G

    The most successful airline over the last few years has been Southwest, and they charge for upgrades. They require that you upgrade your fare to their netime rate in order to fly standby.

    The mystery intensifies! Why would the most successful u.s. airline do this? They know it costs them goodwill to not allow standby, but they do it anyhow. Clearly there is a significant positive impact on their bottom line to charge what's often a 100pct+ premium on their discount ticket price in order to fly standby.

    You can find some of the answers in this blog entry: http://www.wallstreetfighter.com/2008/08/southw…

    Does that satisfy you, Ryan? Or would you like some more discussion?

    There is still a large mystery for me. Andrew reports that he's now spending thousands of dollars on Southwest. If you look at his frontierfail webpage, youll see the following reson:

    “Frontier Airlines, my previous favorite airline is in a downward spiral, limiting features such as flying standby. It doesn’t seem like they are listening to customers… are they? Knock, knock, anyone here?”

    And that's what he started complaining about six months ago: that he had to pay in order to fly standby on Frontier. He specifically said that he thought that anything more than a 10pct premium in the discount ticket price was too much.

    Guess what? Southwest charges for standby on everything but their “anywhere” and bus select” tickets, and the premium seems to always be far more than 10pct.

    If a 10% preem on discount tickets is too much to fly standby, why did Andrew move his business to Southwest?

  17. G Avatar
    G

    The airline that Andrew moved to has essentialy the exact same restrictions on flying standby.

    The big complaint at the top of frontierfial.com is their standby policy. Do you think Andrew will start a southwestfail.com site with the same complaint?

  18. andrewhyde Avatar
    andrewhyde

    I haven't flown southwest in the last four or five years.

    Way to go.

  19. andrewhyde Avatar
    andrewhyde

    Yeah, again, you are wrong.

    The standby policy changed without notice, that is the main complaint.

  20. andrewhyde Avatar
    andrewhyde

    Can you forward this? I never received it, or know anyone that has.

  21. G Avatar
    G

    Yet you are promoting them. Way for you to go!

    “Yes, I call not monitoring and responding to social media lazy. I’ve personally spent over $5000 on plane tickets since the incident, with $0 going to Frontier. The cost benefit is far in your favor, but you refuse to participate. That is lazy. Look at the comments in the original post I wrote. Tens of thousands of $ is going to Southwest because their customer service has embraced social media, with their PR department.”

    Did you get your questions answered about how it does indeed cost the Airline to offer standby at any time?

    Would you like to explain to us how the most successful airline out there has just as restrictive a policy on standby as Frontier? Would you like to explain why you praise them in the discussion?

    There's a screw loose in your discussion. Several actualy.

    Way to go.

  22. G Avatar
    G

    That discussion does what you did: it starts from a presumption that there is no cost to allowing customers for no fee on an earlier flight. It contains no analysis of what the hidden costs would be to have that practice. It contains no analysis of the airline industry at all.

    http://www.wallstreetfighter.com/2008/08/southw… explains what one of the costs is for allowing free standby. It can most definitely impact the bottom line of the airline.

    Way to go. Good job.

    Are you now ready to retract your claim that there are no costs for the airlines in allowing people to fly free on earlier flights?

  23. G Avatar
    G

    If that is true, then you need to talk to the owner of frontierfail.com and explain to him that the banner at the top of that webpage says:

    Frontier Airlines, my previous favorite airline is in a downward spiral, limiting features such as flying standby. It doesn’t seem like they are listening to customers… are they? Knock, knock, anyone here?

    Telling different stories about the “main complaint” on different websites is an andrewfail.

    Way to go.

  24. G Avatar
    G

    Each of the airlines has a webpage where they keep their official policies.

    Can't you just have filtrbox.com send you an alert whenever those webpages change?

  25. dirkmshaw Avatar
    dirkmshaw

    Personally my take was less about a policy. Frontier is either missing an opportunity to engage in a dialog with the market or is choosing to ignore it. Policies in a industry with razor thin margins will changing should come to no surprise to any of us. A lack of customer communications seems to be a challenge.

  26. 2G Avatar
    2G

    G, either you work for Frontier Airlines or you really have too much time on your hands. If it's the former and you are from their PR department, this would suggest that Andrew's post was incorrect, about saying they do a fine job. In any case, you are giving them a worse name. Ever heard that the customer is king? Is this a concept dead in the water these days?

  27. 3G Avatar
    3G

    Frequent flyer on Frontier here. I got dinged by the same issue as Andrew and was pissed. But then I got home and saw my Estatement and saw the link to the change in policy. Probably not the most visible I'd ever seen, but it was communicated. Later I asked a gate agent I know why the change. Just like that earlier article she said customers were gaming the system booking the cheapest ticket out there knowing they could standby on a different, cheaper flight. Not crazy about that either, but you can't blame a company for maximizing revenue. I'm not saying Frontier doesn't have a few issues but I do not get this rant. And it doesn't look like you're hurting them much either. They've made money for quite a few months in a row where they were losing money like crazy before. You're kidding yourself if you think you own their brand. Just like a crappy baseball team. Unless you get 30,000 people to agree not to show up and the team has an empty stadium, your rants don't matter. You've seen the Rockies the last decade, right? Be nice, be reasonable, be honest and you've got a shot a company will throw you a bone. Otherwise, companies know there are other fish in the sea social media or not.

  28. G Avatar
    G

    Dirk: The obvious question is why Southwest Airlines has no sort of PR problem while they have even more restrictive policies on their standby program.
    A while back, I was in Vegas and I traveled to the airport about 4 hours before my Soutnwest flight. After going through security and getting to the gate area, I learned that they required that I either have or upgrade to an “anytime” fare before they would let me fly standby.
    Rather than fight with the airline about it for hours, I just found a place to get organized and get some work done.
    I have posted the URL which analyzes the negative impact on Southwest if they allowed free standby flight; similar dynamics are at play with Frontier.
    Why am I hearing nobody object to Southwest's policy? Andrew clearly doesn't object; he proudly talks about sending thousands of dollars (presumably in tickets) to that airline.

  29. G Avatar
    G

    “G, either you work for Frontier Airlines”

    No.

    “or you really have too much time on your hands.”

    Compared to Mr. Hyde, I've spent very little on this topic. And he already dismissed someone who told him to “get a life”. On that point, I agree with him.

    “In any case, you are giving them a worse name.”

    Maybe. It depends if you're approaching this emotionally or rationally. I've posted a URL to an analysis of why Southwest charges for flying standby. Did you read that?

    Similar dynamics are in play for Frontier airlines. And, as a rule, airlines that are in a similar part of the market are going to have similar rules.

    “Ever heard that the customer is king?”

    Yes. Have you read http://www.wallstreetfighter.com/2008/08/southw… . How do you think “customer is king” should apply there? I'd welcome a rational discussion on this.

    When I had a 4-hour wait before my Southwest flight, should I have told them that “customer is king” and insisted that they let me fly standby for free?

    Should I have started a SouthwestFail.com website?

  30. G Avatar
    G

    Hear, hear! A voice of reason!

    Andrew took a break from the discussion; I don't know if he now understands that there is a cost to the airline allowing free standby flight at any time.

    G3: can you post an image of your Estatement with your personal info blanked out that shows where they gave the notice? From what I see in google, the change was announced around the end of July last year.

  31. G Avatar
    G

    Andrew: you tell us that you will not shut up about Frontier. But when someone points out the holes in your arguments, you do shut up.

    If your arguments made sense, you would at least mention Southwest Airlines in your commentary of restrictive standby policies. But, clearly, you are not. You've never said a bad word about their policy — even though it's more restrictive than Frontier's. What you have told us is that tens of thousands of $ is going to Southwest.

    What's the difference between your attacks on Frontier and what a knee-jerk reactionary would do?

    The only difference is that you have more skills on the internets.

  32. andrewhyde Avatar
    andrewhyde

    Sorry, busy season at work.

    I don't know how and when Southwest changed their policy, but I would guess it was just a bit more open then the sly move pulled by Frontier.

  33. G Avatar
    G

    Gregg,

    Nobody is objecting to Andrew's right to complain about companies that he feels wrong him. The problem is that he goes into an animal mode: making nonsensical claims. His attack against Frontier has turned from advocacy to maliciousness against this Colorado company.

    For example, look at the banner at the top of frontierfail.com:

    “Frontier Airlines, my previous favorite airline is in a downward spiral, limiting features such as flying standby. It doesn’t seem like they are listening to customers… are they? Knock, knock, anyone here?”

    but Andrew never ever explains why he doesn't object to an even more restrictive standby policy at Southwest Airlines. In fact, he brags that thousands of $ has been sent to that airline. Goofy.

    Contrast this with how Jeremiah Owyang complained about poor customer service that he received at a hotel: http://www.web-strategist.com/blog/2009/06/08/h… . It's a completely professional article. He's not “out to get” a particular hotel; he makes an update where he publishes a guide of ALL hotels that charge for access to the internets. And he makes a strong business case why it's in the hotel's best interest to provide free access.

    All of those things have been lacking Andrew's attacks.

    Pity the Internet Professional who fail to realize the negative impact that over-the-top attacks may have on their careers. I do hope that Andrew figures this out.

  34. G Avatar
    G

    A google on

    southwest standby policy

    and looking at the second hit would have answered the question: it happened well before your November, 2008 incident: http://www.wallstreetfighter.com/2008/08/southw…

    Why would you tell us about tens of thousands of $ going to Southwest after your little incident, since their standby policy is just as restrictive as Frontier's? Why send all that business to Southwest?

    In other words, your story doesn't add up.

  35. G Avatar
    G

    Tech Reporter Patricio Robles over on the Econsultancy website ( http://econsultancy.com/blog/3987-social-media-… ) just nailed it:

    “While I can respect that your experience was troubling to you, it's not like your experience was egregious. From what I see, Frontier changed its standby terms, you missed the email in which the change was announced and you didn't like the fact that Frontier wasn't willing to let you get on an earlier flight at no additional cost. Most low-cost carriers have similar standby policies and as much as I hate to say it, your personal inconvenience at the airport due to a misunderstanding of policy is not really deserving of public outcry and it's not an indictment of Frontier Airlines either. It's not as if there's any evidence that Frontier is engaged in some sort of systematic consumer abuse.”

    “Just as brands have to decide when to draw the line and accept that they can't please anybody, consumer critics should do the same. It seems to me that you're investing far more time in this than it's worth, especially given that you'd be satisfied with an apology or free beer.”

    Bingo. Ding. Ding. Ding. Ding. Ding.

    You tweeted about the first Frontier blog entry on Econsultancy. Why haven't you tweeted about this one?

  36. andrewhyde Avatar
    andrewhyde

    Very cool, just saw that. I agree with him on many fronts.

    I would add, most of the customers missed the notice. On a trip to Vegas all seven Summit members had no idea of the policy change (it didn't affect them, but were amazed that it was gone with no notice).

    Perhaps that is the biggest issue.

  37. andrewhyde Avatar
    andrewhyde

    Having a policy and sticking to it = no complaints.

    Having a policy and silently getting rid of it = complaint.

  38. G Avatar
    G

    Besides the wallstreetfighter.com article, I enumerated several real costs that airlines have for offering free standby in comments of the article http://econsultancy.com/blog/3987-social-media-… several days ago.
    You haven't responded to either of those. Some things you think are facts are clearly not.
    Please correct your errors now.

  39. G Avatar
    G

    “Very cool, just saw that. I agree with him on many fronts. “

    Of course you do — your just not saying which! That's sort of a Karl Rove kind of non-response.

    Do you agree your experience was hardly egregious?
    Do you agree that you missed the email?
    Do you agree you got upset because Frontier didn't let you on for free?
    Do you agree that Frontier's competitors have identical — or even more restrictive — policies for free standby flight?
    Do you agree that your personal inconvenience at the airport due to a misunderstanding of a policy is not really deserving of public outcry?
    Do you agree its hardly an indictment of Frontier Airlines?
    Do you agree there's no evidence that Frontier engaged in some sort of systemic customer abuse?
    Do you agree that consumer critics in cases like this should draw the line and not launch a malicious multimonth campaign when it was clearly unwarranted?
    Do you agree you'd be satisfied with an apology or a free beer?

    Those are the points that Tech Reporter Patricio Robles made in his commentary. Which of those fronts do you agree with? Which of the fronts do you disagree with?

    You also failed to explain why you didn't tweet to your audience on those subsequent articles — like http://econsultancy.com/blog/3987-social-media-…. Don't you think your followers would be interested in seeing when several posters start to critically look at the claims that you made?

    Don't you think your public would be interested in the vastly different way that Jeremiah Owyang publicly delt with a problem where he thought a business should be giving HIM something for free? That's discussed in the social media and risk management article thread.

  40. G Avatar
    G

    “I would add, most of the customers missed the notice. On a trip to Vegas all seven Summit members had no idea of the policy change (it didn't affect them, but were amazed that it was gone with no notice).”

    Very cook, just saw that. I agree with you on many fronts.

    Lets start again:

    Am I surprised that customers missed the notice? No. Many don't read the e-mails and snailmails from their airlines. Or they just glance to see what their mileage is and how long until they can get a free flight.

    That, by the way, was why I suggested you find some way to track the policy webpages for the airlines that you fly and get a notification when one of those pages are changed. If the provider giving that service highlighted the change, so much the better. You said that filtrbox doesn't provide that service. It might be a good one for them to add. I'm sure there are all sorts of business cases where knowing when a particular public page of a competitor changes.

    I was surprised by Southwest's change in policy. I decided to arrive at the airport way early for my flight. I failed to check southwest.com to see what their standby policy was. I failed to call the airline before I traveled to see my odds of getting on an earlier flight (they were zero — unless I paid 2.5x more to upgrade to the “anytime” fare). I just traveled to the airport and expected that nothing had changed.

    I'm sure thousands of people did exactly the same thing. I'm equally sure that all of them were upset for 5-15 minutes when they realized they werent getting on the earlier flight for free. Then they dealt with that and went on with their lives.

    You're the only one I know who launched a negative campaign against an airline complete with buying a website.

    “Perhaps that is the biggest issue.”

    Not on that front. Patricio Robio notes the point that I think is the biggest issue here:

    http://econsultancy.com/blog/3987-social-media-…

    “Your personal inconvenience at the airport due to a misunderstanding of policy is not really deserving of public outcry and it's not an indictment of Frontier Airlines either.”

    Remember Spider Man, dude. With great power comes great respsonsibility. You've got to be responsible with your power. That is the biggest issue here.

    Look at the Jeremiah Oywang example from that same article.

  41. andrewhyde Avatar
    andrewhyde

    Phil-

    Yes, if widespread standby isn't free.

    But since it is such high risk, I see it happening very little, and in the case of a random meeting (in this case noticing the day of that Jeremy was also flying back) doesn't cost them a thing. If this was a way to get around booking, then no, that is right.

  42. andrewhyde Avatar
    andrewhyde

    I've verified that G isn't an employee of Frontier.

    Although we are getting quite a few hits from their office.

  43. andrewhyde Avatar
    andrewhyde

    Again, you are wrong, please troll somewhere else.

  44. andrewhyde Avatar
    andrewhyde

    Phil-

    If you run a company and make major changes to your policies, you should clearly tell your customers.

    I spent $7 and about two hours on this.

    A massive change in policy should expect customer backlash, and they should have prepared for it by being lenient for the first time a customer tries to go standby, for instance.

    I'm summit now, so standby is free. I was a flight away from that during the incident. Perhaps this should have been looked at? There was no amount of money that could have gotten me on that flight, I was lied to for the reasons why.

    Change your policy = alright, just be honest about it.

    You have already been banned from several local events, and are very close to being banned from commenting.

  45. g Avatar
    g

    “But since it is such high risk, I see it happening very little, and in the case of a random meeting (in this case noticing the day of that Jeremy was also flying back) doesn't cost them a thing.”

    Your claim was that there are no real costs to the airline to allow passengers to fly free on earlier flights. That “fact” is not true; see the references above.

    You made a claim that was false.

  46. g Avatar
    g

    “I've verified that G isn't an employee of Frontier.”

    And you also ignored the questions asked here. In an environment where there is a real cost to Southwest and to Frontier for offering “free standby”, how should they deal with that?

    Why have you continuously had tunnel-vision in your condemnation of Frontier? You told us you referred thousands of $ to Southwest, yet they have essentially identical restrictions on flying standby.

    If you really cared about the issue of free standby flight, you wouldn't be targeting a single airline. That's part of the hypocrisy of your position.
    It means your “cause” is hardly something that's just.

  47. g Avatar
    g

    “Again, you are wrong, please troll somewhere else.”

    Costs to an airline in permitting free standby travel are enumerated in the comments to the thread http://econsultancy.com/blog/3987-social-media-…

    If you think those reasons are not valid, please state why there in that thread. Simply labeling them as “wrong” does nothing to forward the discussion.

  48. andrewhyde Avatar
    andrewhyde

    Why do they allow it then?

    Why does United, JetBlue, and most every international carrier I can find do it?

    Thanks for trolling, have a nice day.

  49. andrewhyde Avatar
    andrewhyde

    So an argument I made six months ago compared to an argument I made about the situation that proceeded is a fail.

    You really are smart Phil.

  50. andrewhyde Avatar
    andrewhyde

    Questions asked by a troll like yourself, yes I do ignore some of these.

    But the valid ones, I answered.

    Thanks for playing Phil. Go troll elsewhere.

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