I wrote negatively about Frontier Airlines a few days ago. They really are my favorite airline, and in a large way, it was an experiment to see what the social media presence of Frontier was.
In short, they have none.
Before you call my a whining hater (which I now have a website dedicated to me being an official hater, and I think it is hilarious) think of this:
(check out zero people hanging out for the last 10 minutes of boarding on the second flight that I was not allowed to fly standby on.)
Your sick at the airport, show up with someone, and are told of a new policy that you were not aware of that will cause you a 6 hour wait. Ways to deal with this:
- State the policy, apologize and explain the full policy
- State the policy, and attack the customer for not knowing
There is such a quick and easy way to fix the situation, and it is openness and honesty. I put out some reach online, perhaps they would make good on the situation there.
In the end the two employees rudeness (they could have smiled and said that the policy is not by them, and that would have been fine.) cost their airline $2k in future travel costs. Perhaps more. Made someone that is a passionate fan passionate enough to put up a website aggregating all the negative comments.
So what should Frontier have done?
- Get to know what these things called blogs are. The reporters sure have figured them out (I received two calls from two decent sized papers looking for quotes). I’m not saying they should have special treatment, but look at the comments on this tread, they could have been stopped with a quick ‘we are here and we are listening comment.’
- Get on Twitter. The whole thing could have been diffused with a tweet. A tweet. Kinda sounds pathetic but it would have worked.
- Communicated this to their customers in an open and honest way.
We still love you but please get your act togeter. Love, your customers (or at least one of them).