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Frontier Fiasco Follow-Up

Wednesday, December 26th, 2007


Quote of the Day: “We have so much time and so little to do. Strike that, reverse it.”

- Roald Dahl

If you will remember, I wrote Frontier airlines about my little encounter with their service and I was amazed to get this back on December 24th:

Dear Major Grose:

First of all, let me express our condolences on the recent loss of your grandmother. In all the hubbub at the airport, the reason for the trip got a little lost. I’m sorry for that – that should have been primary in everyone’s minds, that you were travelling home to attend the services for your grandmother. I hope everything has gone as well as it could since you’ve gotten there.

Secondly, let me express my congratulations. You have broken the record as having the longest complaint ever recorded. But as one who is to deal with your problem, I appreciate the detailed description of the situation. Your comments will be forwarded to the appropriate corporate managers who will deal with the San Diego personnel internally.

I just looked at your ticket and groaned to notice that your flights on the 22nd were cancelled out of Wichita and that you are just finally getting home today after an overnight stay in Denver. Argghh! A circus of mishaps is what this trip has turned into. I see that because of the delays on your homebound flight, you were given $150 travel vouchers.

Thirdly, of course, I will return your $100. You should never have been charged it in the first place. I would like to return it to you in the form of additional $100 vouchers for you and your wife. That will give you a total of $250 each – which is enough for a free trip for almost anywhere we fly. This may provide incentive for you to give us one more try after the chaotic experience you’ve had this time. Thank you for your calmness in the midst of the chaos.

I’ll send these new travel vouchers to you under separate cover with instructions for their use to the address listed in your email. I hope they can provide a spring respite in Mexico for you and your wife.

Thank you for visiting

(name removed by me)
Customer Relations Specialist

“Best Low-Cost Carrier” Business Traveler Magazine 2006 Readers’ Choice Award

Then on the 26th, I got this in the mail:

OK, maybe you can read it. Here is what it says:

December 26, 2007

Dear Major Grose:

Thank you for taking the time to share your recent Frontier Airlines experience with us. We’re disappointed that you were inconvenienced and that our service did not meet your or our expectations. We strongly believe in trying to resolve such issues, and provide you with a fair and reasonable resolution of the problem.

Your Frontier experience was less than we would expect when we fly, and we need to earn back your business, as well as take steps internally to ensure that future Frontier customers do not experience a similar situation. With that in mind, we will forward your comments to the respective department manager for follow up.

We would like to have another chance to earn your business, and to facilitate that opportunity we have enclosed 2 $100 Travel Vouchers, which will provide a discount on future Frontier travel. You may use up to two vouchers on one trip. In addition, these vouchers:

* Are valid for one year from the date of issue.
* Cannot be replaced if lost or stolen and have no cash value.
* May be used by any member of your family.
* Cannot be used towards the purchase of Web site purchases.
* May be redeemed at your local travel agency, Frontier Airlines ticket counter or by calling us at 1-800-432-1359.
* Require three weeks of lead-time in order to handle the ticket processing if utilizing Frontier’s reservation department.

When you book your trip, be sure to let our reservations agent know that you are using your Transportation Vouchers.

(name removed by me)
Customer Service Specialist

1-$100 Travel Voucher – Jason Grose
1-$100 Travel Voucher – Carrie Grose

At Frontier, we realize how important you are to our future and that’s why resolving our service issues is critical to our success. We thank you for the potential opportunity to continue serving you.

So in conclusion, what did I get for my troubles?

3 $9 food vouchers
1 voucher for a night in a Denver hotel
2 $150 travel vouchers for tickets on Frontier
2 more $100 travel vouchers for tickets on Frontier
1 apology
1 record for longest complaint to Frontier

I wouldn’t exactly say I got out ahead considering the fiasco but it could be worse. I could have been told to pound sound when I complained. Then again, I could have been treated better from the get-go and none of this would have been necessary.

The question begs to be asked: will I go back to Frontier?

I really don’t have a choice do I? I got $500 to spend on Frontier tickets within a year!

Free Advice for Today: “Spread crunchy peanut butter on Pepperridge Farm Gingerman cookies for the perfect late-night snack.”

- H. Jackson Brown, Jr.

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