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Thanks but no thanks
Posted by
SEATTLE, WASHINGTON -- I will never fly with them again... My flight was supposed to leave from Sea-Tac at 6:15 am on a Saturday morning, boy was I in for a long day. First we sat on the plane at the gate for an hour. We were then told to de-plane due to a mechanical problem and that We would be back on board in no time at all. 45 minutes after exiting the plane we were then told we would have a 3 hour delay. That's when I hoped in line knowing that if I didn't do something soon that I would never make it to my final destination of NYC. The 3 hour marker was of when we were supposed to take off vastly approaching and it was obvious we weren't going anywhere anytime soon. Sure enough I was right, we were then told that our flight would be delayed 8 hours... Yes, I meant to type 8 hours. At this point I wasn't sure what to think. I had been in line for almost 4 hours along with roughly 80+ people watching one person being helped every 30-45 minutes. Did I mention that they only had one person at the desk assisting us. At this point I was making phone call number 2 to Frontier's customer service, my first attempt the representative told me next to nothing and that she couldn't really do anything for me because technically the status of my flight was in route but that clearly wasn't the case. This second call felt a little more promising... While the representative said that I would probably arrive 4-5 hours later than expected I was assured that I would make it to NYC that day or into the wee hours of Sunday. While waiting in line I called an additional 2 times to which I was given the same "We'll get you there today, just later than expected." 5:45 rolls around and I finally make it to the ticket counter right as I get up there they announce that the flight will finally be departing. They ask everyone to come to the ticket counter to confirm they have the correct boarding pass and then we'd be on our way. The employee looks at my ticket and says that indeed your flight will be departing but I cannot get on the plane, I won't be making it to NYC until the following evening. I was furious at this point but I know that the woman at the ticket counter couldn't do much and had already been yelled at by 85% of the people that she had been helping. I calmly asked her what they could do for me and that I needed to be on a plane first thing in the morning. She made it happen and they offered me a $200 voucher for another flight and I left the following morning and finally made it to NYC. I followed up with customer service and they essentially told me to take a hike and that this kind of stuff happens. In order to try to please me they offered to add an additional $50 to my $200 voucher but I highly doubt that will be used because I will never fly with them again. The entire time I was on the phone with the representative she tried to get into a lengthy conversation about company policy and the things they "comped" for me in order for me to get to and from point A and B. I wasn't buying it and to be honest, at this point, I had zero hopes of them making things right. Regardless of the cost of future flights, I will never fly Frontier ever again. This whole mess was handled so poorly, no wonder they were rated the 3rd worst airline in 2011.
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Skye on 03/27/2012:
What is it you want? They gave you a voucher, plus an offer of another $50.00.
I'm just trying to understand what it is that you want from them.
dan gordon on 03/28/2012:
you should understand that the cheapie airlines won't rebook you on another carrier like the legacy carriers. Its a risk you take. While everyone likes to save $$ when things go wrong you get what you got. For a mechanical delay I think they did all they were supposed to do but they won't rebook you on another carrier.
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Frontier Airlines no customer service
Posted by
Flying from Dayton, Ohio to Las Vegas on flight #1092 on 1/17/2010. My flight was to leave the Dayton International Airport at 6:15 am on 1/17/10; I arrived at the airport at 4:00 am. Frontier air Lines requires a mandatory 2-hour check in according to your published info & your recorded info on your 1-800 line. The check in desk was not open. But the fight information board showed the flight to be canceled. I was second in line for service, at about 5:15-5:30 am a female ticket agent did come out to the desk, she did not speak with any of the passengers waiting in line, she picked up the telephone, and actually held it to her ear the entire time I stood in line which was until about 6:15 am. Another ticket agent, a young man came out & had a conversation with the female ticket agent, and he proceeded to log in to your system to start helping passengers. He randomly called out passengers nameâs to re-book flights on other carriers. After about 20 minutes I ask him why he was not speaking with people in the order they arrived, he replied that the folks he was calling had connecting flights. I told him that I did tooâ¦so he ask my name & then re-booked me on US Air fight 2248 at 6:55 am. All was well for this leg of the trip. The real trouble began on 1/21/10. I was booked to leave Las Vegas to Phoenix on US Air flight 117 @ 9:40 pm. Because of all the bad weather in the southwest that day all flights had been canceled. I know that this is not Frontier Airlines problem to fix, so I called US Air to get rescheduled to fly to Phoenix, I was told they could not get me there until Sunday, 1/24/10 after 10 amâ¦this is where the problem ensues, my flight on 1/24/10 from Phoenix on Frontier Airlines #868 was leaving at 7:25 am.
So my next option is to call Frontier Airlines to see if I could change my return date/ticket to 1/22/10 and fly back to Dayton, Ohio. I called their 1-800 no customer service number at 6pm Las Vegas time, was on hold for 1 hour before I spoke with a customer service representative. As I explained the situation, I was told it is not Frontierâs Problem.. I needed to call US Air it was their problem..He would not stop talking so I could explain the situation. I asked to speak with a supervisor, after being on hold for about 10/15 minutes, she came on the line, and told me that the previous man had explained the situation, and she could book me on a flight the following day. I asked her if this was confirmed, she told me yes. (My mistake here was not getting a name & employee #.) This flight was to leave Las Vegas at 10:15 am #976 going to Oregon then to Dayton, Ohio. As per your rules I show up at the Las Vegas airport at 7:30 am to check in. When I got to the ticket agent, she could not find the âthe confirmed reservationâ. She picked up the telephone and called someone..(Have no idea who.) Then after about 30 minutes, I ask what the problem is and this is what she said. âWhat she did find in the system was that I had flown out the night before on the canceled flight, US Air. She then called, I guess US Air to fix the computer system so she could proceed. After that was done, she then took me to the on floor manager . He then looked in the system for the reservation to Oregon. Once he found it, he told me the cost would be $676.00, time was now about 9am.
Needless to say I was a bit over whelmed at the cost, because the night prior when I was on the phone with your customer service supervisor, nothing had been mentioned about this ticket price. (Had that been the case I wouldnât have been standing there!) When I explained to Mr. X the conversation that took place the night before, his reply was, I have no proof that they didnât tell you the price! At this point his behavior was nothing but condescending, rude and insulting. He was loud, he told me it wasnât his fault, US Air Cancelled the fight & it wasnât his problem to help me. Either I wanted the ticket or notâ¦I stood at the ticket desk & once again called your customer service, and was told exactly the same thing, as Mr. X..by now it was 10:30 am and the flight was gone. Mr. X, had been holding in his hand all my itinerary papers the entire time we have been speaking, he was folding them up and slamming them down â¦speaking very loudly to me, either âI excepted his help or notâ. At this point I asked to speak with his supervisor, when he told me he was the top man in Las Vegas.
If this is the kind of customer service Frontier Airlines wants, I am shocked!
Please understand that I did not once yell or insult, or call any one any names..I retain my composer the best I could muster.. I then re-iterated that my fight back to Dayton, flew out of Phoenix, and I couldnât get there, so I needed to find a way home. Mr. Chamberâs stated, âYou have a flight home out of Phoenixâ that comment was nothing but sarcasm! So I asked him to check to see if he had any flights that would leaving Las Vegas on Sunday 1/24/10 to get back to Dayton, he refused to help me..
This has been my experience with Frontier Air Lines. I am 57 years old, professional and have flown many times, I have never been spoken to like this or treated with so little respect as I have been with Frontier Airlines. I certainly hope that this complaint doesnât end up on someoneâs desk in a pile of papers. Because if this is happening to me, how many other customers do you think this happening to, that arenât sharing the experience? The best form of advertising is through word of mouth, what do you think I have been saying? I would truly like to hear from a representative from your company, and not just a form letter that thanks me for expressing my opinion! Do they really record conversations, I hope so, because I would sure like them to listen to this one!
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Anonymous on 01/26/2010:
Lousy situation for sure and it sounds like a bunch of little circumstances conspired to make a very large problem.
I'd caution anyone to consider before purchase that Frontier and Midwest were both recently purchased by Republic airlines and are the first of the "virtual" airlines. Employees including aircrew that work under a recognised brand but aren't employees but outsourced Republic employees. Accountability and quality tends to suffer.
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Worse experience ever
Posted by
The best way to describe this is to share the letter I sent them!
June 26, 2009
Frontier Airlines, Inc
7001 Tower Road
Denver, CO 80249-7312
Attn: Customer Relations
Dear Sir/Madam,
Today I had the absolute worst experience I have ever encountered in over 40 years of flying. THE WORST.
A group of four of us were scheduled to fly from Oklahoma City, OK to Denver, CO on Frontier Flight 188 at 7:00 am on Friday, June 26. We had planned this trip for quite some time and were headed to a family reunion (probably my last chance to see some of my aunts that are still living as they were traveling from other states).
I checked us in online the night prior with no problems.
We arrived at the airport before 6:00 am and, having no checked baggage, headed straight to security. We checked the terminal monitors and the flight was showing on time. We waited at the gate and never saw a Frontier employee. When the plane was not being boarded by 6:45, we simply assumed the gate crew was running late. We again checked the monitor and it showed the flight on time. When 7:00 arrived, we started asking other passengers if they were waiting for the Denver flight. They said no, they were on the Houston flight and they had heard the Denver flight was cancelled. Let me reiterate - WE ONLY HEARD OF THE CANCELLATION FROM OTHER PASSENGERS. The terminal monitors, the gate signage etc all still showed our flight on-time.
So, I immediately headed to the ticket counter. What awaited me there was chaos. I got in a line with approximately 20-25 people at about 7:10 am. Now, keep in mind that had proper notice been given, I would have been at the ticket counter by 6:00 am. Through word of mouth of passengers we learned that apparently a flight destined for Houston was diverted and our plane was given to that group of passengers. I still don't know if that's correct as your Oklahoma City employees never informed us of the reason for the cancellation.
The gentleman working our line was extremely slow. Keep in mind there were only 20-25 people in line, but it took him over FOUR HOURS to get to us. That's correct - FOUR HOURS. So, I'm sure it was obvious we weren't happy. While waiting in line, he was helping another group of passengers (I think he was helping them) and was on the phone. He took the phone receiver and pounded it on the counter several times in obvious anger. I have never seen anything like that in my life. I'm not sure what made him so angry on the phone, but to throw a tantrum like that in front of passengers is beyond belief.
At the two hour point of waiting, I decided I might have better luck just contacting customer service. So, I called your toll-free number. I had over a ten minute wait time on the phone (which is understandable. I'm sure many people were calling with the way we were being treated). When your representative answered, I explained to her what was going on. She said "I can't help you. You'll have to wait until the ticket agent at the counter gets to you." So, I asked her could she at least check to see what flight alternatives there might be so I had an idea of what I was facing when I finally did get to the counter. She told me Frontier's flights were booked the rest of the day, but couldn't' tell me if there were options on other flights. She again stated I would have to wait for the ticket agent. So, nothing gained there. She wasn't especially rude, just not much help! But, I understand there are protocols and she was merely following them. But, it would make sense to me in the sprit of customer service that your phone reps be given the authority to handle these situations. But, I admit there may be limitations to this of which I'm not aware.
When we finally got to the counter after 11:00, the employee basically snatched my boarding passes out of my hand. No apology. No explanation as to why my flight was cancelled - nothing. I asked him why the cancellation wasn't posted on the terminals or at the gate. His response, or rather his angry snapping, was "I've been here since 5:00 yesterday and didn't have time." Having had our patience worn thin, we made the comment among ourselves that we should call the news station. So, YOUR employee decided he needed to call Homeland Security to stand at the counter. Really? Because we made a comment in passing about calling the local news??? Now, I will have to say that Homeland Security may have had nothing to do with us, as they never said a word, but it did seem like a rather big coincidence. But, still, no apology and no explanation. I understand that flights can be cancelled, but isn't it logical to post it rather than keeping your customers in the dark? I asked him what my options were. He snapped back "That's what I'm checking, but you won't be flying today." At this same time, a pair of middle aged women were waiting for a hotel voucher since they didn't live here in Oklahoma City. He basically tossed the voucher at them. They asked him where did they go. He said downstairs to the shuttles. So, they had to ask which shuttle. What was the hotel where they were going to stay. He snapped at them "Crowne Plaza" in a tone that basically was telling them this was a stupid question.
So, now he was back to us. I told him what the reason for our travel was, and the personal implications of not being able to take the trip. He never even looked up and acknowledged my comment. It was obvious he didn't care. When he FINALLY gave us our options, or really lack thereof, my group and I were discussing what to do. We were deciding whether to just cancel or not. He butted in and said "So, you want me to cancel?" This was the FIRST time he showed any interest in accommodating us - and that was to simply cancel our business. Having had enough of the treatment he was giving us, we asked to see a supervisor. He snapped back "I AM the supervisor". That's when I decided my best option was to just cancel and to take his name for reference in this letter. His name is Eric C. Hobbs.
So, now we were going to be refunded. So, I advised him we had a pre-paid rental car, parking costs that were now an unneeded expense etc. I asked him if Frontier would be willing to reimburse any of this since this was not a weather related problem, but rather one of aircraft maintenance (which I still don't know is true since I've yet to be told why my flight was cancelled). He looked at me and said "No." No explanation. No apology. Nothing yet again. He then ran the refund. He told me "You'll get the refund in six to seven weeks." I asked why so long? Our credit card was charged immediately. He said that's the way it is and there's nothing we could do. So, I asked for a printed confirmation of the refund. He just looked at me. I told him I needed a printed confirmation in case there were questions about the cancellation later. He basically just huffed and walked away to the back. He was gone over six minutes (yes, I was timing the situation now since I was in line over four hours). While he was gone, I mentioned to the representative at the station next to him that she really needed a different supervisor. She commented "We get that a lot. I'm so sorry." FINALLY AN APOLOGY!! I was shocked! I'm not sharing her name because I don't trust your supervisor to not go after her. That's the attitude he exudes. But, when an employee recognizes that her supervisor is giving inferior service, there's a problem. When Mr. Hobbs finally came back, he basically tossed the refund confirmation at me and yelled over my shoulder before I had even stepped away "NEXT!" It was obvious he was done with me. So, I left.
Now, let me add here that at no time in our four hours of waiting was any announcement ever made to the crowd of people why the flight was cancelled, what the staff was doing or anything. The only information that was being shared was word of mouth among passengers. They were capable of making announcements because at one point they did come over the loudspeaker and ask if there was anybody else in line for the flight to Houston. But, never an acknowledgement of any kind about the Denver flight. NEVER.
After Mr. Hobbs had basically dismissed us, my group walked away in rather a state of shock at how we had been treated. I was dumbfounded. Now, I understand things happen. I understand that airplanes are a machine that can have mechanical failures no matter how top-notch the routine maintenance may be. I understand there were a lot of people to accommodate. But, I don't understand the total lack of communication, the failure to notify passengers waiting at the gate that the flight was cancelled, and the absolute rudeness, and actually disdain, with which we were treated by a member of your management.
When I arrived back home, I called your customer relations department and spoke with Erin. I explained all of this to Erin and she did exactly what I would expect. She genuinely apologized. She explained the six to seven weeks for the refund was not Frontier. They would process within 7-10 days, but it may take our credit card one or two billing cycles to post it. A perfectly reasonable explanation. She acknowledged my disappointment that our family plans had to be cancelled. And she offered in way of compensation a $25 voucher for each of us because of the way we were treated. I didn't expect compensation (because in all honesty I'm not sure I'd be willing to risk travel plans with Frontier again), but she did make me feel like I was a valued customer and that she wanted to provide me with service. I'm thinking perhaps Erin should be a supervisor and Mr. Hobbs should be a person behind the scenes where he never comes in contact with the public.
Again, I want to reiterate to you that my complaint is not in the fact that our flight was cancelled (although it would be nice to know why). I know these things happen and your staff had no control over it. But, the lack of communication, the excessive wait in line and the way we were treated once we reached the counter were ALL within Mr. Hobbs control, and he took no positive action on any of these. In fact, he was more of a hindrance to your airline's reputation than a help.
***** *****
Confirmation Number *****
Cc: Mr. Sean E. Menke, CEO Frontier Airlines, Inc.
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Anonymous on 06/27/2009:
What happened to you stinks but its an awful tough job that the CSR has. A gaggle of po'd people you tend to get short with customers.
The reality is domestic coach flying isn't about customer service, its a price driven commodity and you do need to temper your expectations.
Anonymous on 06/27/2009:
I don't think anyone at corporate cares about your letter...Frontier just got sold and Mr Hobbs is probably getting a 20% pay cut. Most at corporate will be walking the plank. Wait till you see the kids flying for the "new" Frontier.
jktshff1 on 06/27/2009:
well written post.
DisputeTheCharges on 06/28/2009:
All I have to say is enjoy the Airbuses while you can because they will be Brazilian regional jets flown by little kiddies that have shiny jet syndrome before you know it.
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Unable to get boarding pass 45 minutes prior to flight
Posted by
AUSTIN, TEXAS -- This is a copy of letter I am sending to Frontier CEO & VP of Customer Relations:
Hello Gentlemen.
I'm writing to you both to share my recent travel experience with Frontier Airlines. Please let me start by saying I and my family have had incredibly pleasant experiences the several times we have flown with Frontier. My husband's family is in XX and it has been a joy to fly on your fleet. The customer services reps (the few times we have needed them) have been fantastic, the rewards program is excellent, and the flight crews are stellar. We regularly tell friends, family, colleagues, etc., about our happiness with flying with Frontier.
So, it was without hesitation that my husband and I booked our most recent flight from Austin TX to San Francisco CA with Frontier. The price was right and as I indicated above, we've always had nothing but positive transactions. We always start shopping early when planning a trip, so when I purchased our tickets, it was too soon to check-in online. I point this out now, because it will be important later. We also knew we would have luggage to check, so it didn't seem to be something that would be applicable to our circumstances.
What follows is a step-by-step recounting of our outbound trip:
1) October 26, 2007 - we arrived at Austin-Bergstrom airport Frontier curb 5:35am for 6:25 am departure.
2) Husband checked in with 2 pieces of luggage at Frontier counter @ 5:40am.
3) I, parked car after waiting at curb (trapped by cab and other car for almost 5 minutes).
4) I arrived at Frontier counter to obtain boarding pass – told by counter that it was too late – 5:49am – needed to be at counter by 5:45am. Too late to print boarding pass (terminal had been "locked" by gate agent) and check luggage. At no time was my identification looked at, nor was any data entered into the counter terminal.
5) I advised my luggage had already been checked, and traveling companion Steve Nelson had already checked in and was in security line.
6) Counter agent advised that I would not be able to make it through security screen in time. At this time there were still more than 30 minutes to departure. Austin Bergstrom is not a large airport, and I've never had problems making it through security previously, even with long lines.
7) Counter agent advised that agent at boarding gate had closed boarding, and that flight was oversold.
8) Husband left line for security check and returned to Frontier counter to request a boarding pass for me. Request was denied.
9) Husband was still able to make it through security check points even with a CPAP in his carry on which requires a manual check by TSA. Even after all that he was able to make it to the gate and board the plane with 10 minutes left.
10) Counter agent advised me that flight was oversold and that was part of the reason they would not provide a boarding pass. By being 4 minutes late seat had been forfeited.
11) I was put on standby for 2:00 pm flight which was also oversold.
12) After checking in at 9:30am and waiting at gate, I was not able to obtain a seat on the 2 or 5 pm flight. When I inquired at the gate how stand-by passengers were prioritized the gate agent would not provide an answer, and then proceeded to lecture me about the importance of being on time for flights and that I should have checked in online to avoid this in the future. This was totally inappropriate and unexpected behavior.
13) I left the gate area, and returned to the ticket counter. There I had to purchase a ticket for the next day's 6:25 am flight at an additional cost of $189.00. Because my luggage was already in destination, I was able to check in at that time and avoid the ticket counter the next day.
14) I was advised by counter agent (and this was later confirmed by husband) that flight I missed had 10 open seats that were the direct result of people not being able to obtain boarding passes and or make it through security checks in time.
15) Interestingly, the next day's flight, while waiting at the gate to board the plane, I made a note of the time the same gate agent closed the flight for boarding it was 6:10 am, a full 25 minutes later than the flight boarding was closed the day before!
You may be heartened to hear that when I shared this story with others they were very surprised and disappointed that this was a Frontier flight that I was talking about. As we suspected, this is not the usual and customary behavior and experience for Frontier.
We've all read and heard through the media that this has been a troubled year for both the airline industry and their customers. Fuel costs, more people flying, increased security processes; they all compound and exacerbate the already stretched and stressed system. The customer experience has an average rating of failure, and Congress is looking into the passenger bill of rights.
Compared to the average US citizen, I travel quite frequently by domestic air for pleasure / holiday, sometimes up to 5 trips in a 1 year period. I have had my share of rude, unpleasant and at times downright dishonest airline behavior and treatment, and until this time, Frontier was not in that crowded and undistinguished group. I admit that I am more than a little skeptical regarding the reasoning behind this appearance of random decision regarding the times that boarding is locked, gates closed, etc. If every flight is oversold, and even 1 or 2 seats, let alone 10 as in my case are forfeited and then extorted to repurchase their ticket, I see a fantastic revenue stream there.
I'd also like to add that I and husband have individual Frontier Airline MasterCards, both with excellent credit ratings and large credit limits. Husband is so unhappy with the additional charge for the flight, and the loss of an entire day of our holiday that he contacted the customer service department for the credit cards and requested that they be closed. The customer service rep was abhorred and apologized sincerely and profusely for our unpleasant experience. She also asked to take the information regarding our experience and sent that on to her management to see if there was anything they could do to help make up for this experience. This seems to be more in line with the method of Frontier's customer care. We agreed to wait a week to see what if anything would be the result of her effort before continuing on with our request to close the accounts.
We are requesting the return of the $189.00 charge.
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Anonymous on 11/09/2007:
Sorry, I've got to side with the airline on this. Directly off of their website:
What time should I check in for my flight?
We don't want to see you rushed, so we recommend that you get to the airport at least two hours before your flight. With increased security, it just makes sense. We can never guarantee how long your wait will be at the airport. It depends on so many factors, including weather, time of day, day of the week, etc.
The real rehearsed answer, however, is that for domestic flights (within the U.S.) you'll need to be checked in no less than 45 minutes prior to departure. For international flights all passengers have to be checked in no less than one hour before departure.
Anonymous on 11/09/2007:
I agree with EMT- Flights LEAVE the gate PRIOR to departure time. Departure time isn't "get there at this time and get a seat." Departure time is when the plane will be in the air.
I've only cut it close once (due to not having a car and cab being "canceled" twice for some reason) I fully expected to have to wait till the next flight.
Anonymous on 11/09/2007:
Two hours domestic, three hours international. It has been this way since 9/11.
Principissa on 11/09/2007:
I agree with everyone here. Now that security has been tightened so much they want you there earlier. I had a flight in July at 935 A.M. I got to the airport at 5:30 A.M. and waited in the security line until almost 830 A.M. That is why they want you there so early. Had I not gotten to the airport when I did I would have missed my flight.
Anonymous on 11/09/2007:
I guess it depends upon the Airport. I've not experienced any major delays at the security check points lately. At BMI, Reagan National and Dallas-Fort Worth it took about 15 minutes. At my home airport (OKC) I usually don't get to the airport until about 40 minutes before my flight. It takes all of about 10 minutes to get your boarding pass, go through security and make it to the gate.
Suusan B. on 11/09/2007:
Oversold flights - - Frontier MasterCard - - fuel costs - - credit rating - - number of flights per year - Congress - - passenger bill of rights - - blah, blah, blah. You cut it too close by arriving at the airport precisely 50 minutes before your flight instead of following the recommendation of two hours before departure.
killerklown on 11/09/2007:
Two hours before your flight. You ignored that direction, thus you paid the price. Next.
bargod on 11/09/2007:
What they all said. I would not dream of showing up a the airport a mere 50 minuites before a flight.
Skye on 11/09/2007:
Wow, showing up 50 minutes before a flight?? These days, you need to be at the airport at least 2-3 hours before a flight. The security check alone, can take more than an hour. We flew in August, and arrived at DIA (Denver International Airport) 3 hours before our flight was scheduled to leave.
Things have changed, and arriving 50 minutes is just not going to cut it.
Anonymous on 11/09/2007:
You also have to factor in the time it takes for TSA to process and screen the luggage. The fact that you are there in time, doesn't imply that there is enough time for baggage to be handled. You were too late by a lot.
Suusan B. on 11/09/2007:
Oh - - and by the way, you might as well proceed with your threat to close your Frontier MasterCard accounts because there is no way that you deserve a refund of $189 for the ticket you had to purchase as a result of your not arriving at the airport in time. And, it appears that said Mastercard is actually issued by Juniper Bank so Frontier doesn't lose anything if you bail.
FoggyOne on 11/09/2007:
I use a small regional airport and I am at the ticket counter no less the 90 minutes ahead of my flight. You cut it close and you lost, don't blame Frontier. If you're happy with the otherwise, put your complaint on the back burner.
Sparticus on 11/09/2007:
Airlines are cracking down on this. Somewhat related, my friends arrived at the check-in machines 47 minutes before their flight. They had problems with the first machine (it went out of order) so they had to move to another check-in machine. It was now 44 minutes until their flight and the machine would not let them check luggage any more. There was a 45 minute minimum requirement. They asked for assistance, but they were told sorry you can't check bags for this flight. So they had to unpack everything and stuff it into their carry-ons and garbage bags... They then threw their luggage away and went to catch their flight since they had no time to do anything else... and the airport had done away with lockers.
Ben There on 11/10/2007:
Most airlines I know have a 45 minute cut off for domestic luggage. Your bags have to go through security behind the scenese where TSA will scan them in those big white machines. The airlines can not control how long that takes, yet you will be screaming at them if they do not arrive so they say anything after 45 minutes is not allowed to ensure that there is enough time for TSA processes. Feel free to never fly Frontier again - they have enough pax that get to the airport in time.
jktshff1 on 11/10/2007:
I always check in on line. Most airlines allow you to do that 24hrs in advance. You can drop off luggage to be checked when you arrive.
Of the airports I use, even the fastest ones, I arrive at least 1.5hrs ahead. Some I get there 3 hrs ahead (Vegas)some 1.5 hrs (Little Rock, AR)
I have to agree with the others.
rudybjr on 04/25/2009:
All this writing just defaults to, you were late!
Ryan on 08/15/2013:
I am shocked to see so many people siding with the airline. I agree fully with gothmartha. I just had a similar experience with Frontier and will never fly with them again, period. Frontier is a business. We are their paying clients. If their goal is not to meet our needs then what is their purpose? If it is entirely possible to arrive checked in and on-time at the departure gate in less than 45 minutes, then what purpose does a 45 minute check in policy serve? Perhaps I miss my flight. If that is the case, then I pay a fee and take my chances with the next one, but who is the airline to tell me they will not offer me the opportunity to redeem the product I have purchased for hundreds of dollars because they feel that I have not arrived far enough in advance? The only reason Frontier can operate with the atrocious customer service that I received and with the airline industries most prohibitive boarding standards (almost without exception, the industry standard is 30 minites if not checking bags, not 45) is because the burdensome regulations placed on air travel create a huge barrier to entry by competition. In the every day consumer marketplace, a company that despises their customers the way I feel Frontier despises me would quickly die off. It is unfortunate that acts of terror should constrain is to give up so many freedoms where air travel is concerned. It is disposable that companies like Frontier should jump at this opportunity to pin customers with so many non-negotiable fees.
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Air crew forced us to violate FAA's on-board regulations!
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BOISE, IDAHO -- Air crew forced us to violate FAAâs on-board regulations!
During our recent trip back to Austin, TX, from Boise, ID, the Frontier JetExpressâ crew forced us to violate FAAâs on-board regulations, put our toddler baby in danger, and violated our right of use of a paid-for seat by forcing us to have our 2-year-old baby travel on my lap instead of on his own seat. The flight was Frontier Airlines 4272, on Mon. Dec. 18, 2006.
Since our toddler baby is over 2 years old, knowing the airlinesâ requirements and the FAAâs regulations, we dutifully purchased a ticket for him for our trip to Boise, ID.
And rather than hauling around his toddler car seat with us we decided to shell out the close to $80 for CARES, the FAA-certified Child Harness Device (from www.kidsflysafe.com).
After my wife and I watched the instructional DVD and read the handy pictorial brochure (a single letter-size card folded in half, like a booklet) included with the CARES harness, we felt pretty happy with it and confidant of its function, its ease of use (it really takes less than a couple of minutes to set up), and of the safe travel itâd provide for our toddler. Then we just made sure the seat assignments we had for the 3 of us were OK to allow its use on the aircraft. We determined we were in full compliance with the usage limitations list, including not being seated in an exit row.
We completed our travel to Boise without incident, using the CARES harness on both trip segments (Austin-Denver, Denver-Boise), having our toddler securely and happily strapped in his own seat for the entire duration of both flights. We also had no problems on the last segment of our return flight, from Denver to Austin. It was truly great not having to haul around a car seat through the airports, security checkpoints, and down the narrow airplane aisles.
However, our nightmare started from the moment we got on board our return flight segment from Boise to Denver. Having been among the first to board (after a couple of people on wheelchairs), we got to our seats, 16A, 16B, and 16D (on the CRJ-700 jet, thereâs no 16C seat. But thereâs two seats on each side of the isle, so the remaining seat was 16E), and quickly setup the CARES. As soon as I started to set it up, the flight attendant (she was at the very rear of the aircraft, facing passengers as they boarded) told me, âYou canât use that; at least not for take-offâ. To which I replied, as I completed the setup, âOh, itâs OK, this is FAA approvedâ. Having verified that the harness did not affect or interfere in any way with the tray behind (it opened, closed, and locked OK), I went on to take my seat. â âIâll have to check on thatâ, she said, as I proceeded to strap in our toddler. By then a few of the passengers sitting behind us were taking their seats and the flight attendant was on the phone inquiring/reporting on a âproblem with a baby harnessâ.
A few minutes later the plane was almost full. She then headed to the front, to consult/check about the CARES, and came back to me saying âIâm sorry but you cannot use that harnessâ. â âYes I can. It is FAA approved. Please read this FAA noticeâ, I told her as I handed her the CARES brochure, which highlights in a framed quote: âFAA APPROVED IN ACCORDANCE WITH 14 CFR 21.305(d)â. Which is followed by âThe article may be carried on board an aircraft and installed by the passenger according to amended operating rules under Title â¦.â.
She read it and browsed through the remainder of the brochure. â âI donât know. Iâve never seen one of these harnesses. Iâll be back in a secondâ. And she headed back to the front, brochure in hand. Returning after a few minutes, she told me: âSir, I am going to have to ask you and your toddler to move to the last row, where your toddlerâs harness wonât interfere with the tray behindâ. By this point I am amazed that sheâs still unclear about the FAAâs usage approval and, even more, than no one at the front is clear either. So I said, âBut the harness is not interfering at allâ, which she checked by lowering and closing the tray back up. Plus I asked the lady sitting behind if she thought it was interfering. â âNot at allâ, was her reply. Still the attendant insisted we move to the back, saying in a quite audible tone (ensuring passengers nearby would hear), âSir, the captain has indicated he cannot start taxiing until you move to the backâ. I guess she intended for me to feel pressured by implying all was ready for the plane to take off and that everybody was waiting on me. However, taking a quick glance to the back I realized that there were no seats on the right side (no seats D/E, but only A/B). Thus, moving to the back meant that our family would be separated; something neither I nor my wife wanted to do. So I said, âPlease, I want to talk to the captain. Iâm sorry, but the CARES is FAA approved. Plus moving back there means weâd be separated. I bought the tickets well in advance and chose these seats purposefully for us to be togetherâ. By now Iâm wondering, is the CARES approved or not? Why is it OK in the back and not here? How contradicting and confusing these people are!
She darted to the front and along come another flight attendant. He came, holding his operations manual, which was open to a pertinent section and told me âSir, you cannot use that baby harness. So weâre asking you to please take it off and hold your baby on your lapâ. Unbelievable! I was completely dumbfounded. I could not believe my ears. ââBut my toddler is over 2 years old, I paid for his plane ticket, and using the CARES harness is the safest way for him to travel. Please let me speak to the captainâ, I said. ââNo, those harnesses arenât allowedâ, he said, as he was now browsing the CARES brochure. And the female flight attendant (the one that started off this whole thing) chimed in again, âSorry Sir, Iâve never seen one of those. You canât use itâ. At this point, Frontierâs gate attendant, Ron*, came to join the discussion. ââIt is OK. We used it a week ago on our way here without any incident; on this airline, same segment, and same aircraft. All the flight attendants were OK with it. They even served our toddler his apple juice and everythingâ, I told them all. But the gate agent just asked me again to comply, âPlease Sir, remove the harness and hold your baby on your lapâ.
By now my mind is racing, in shock with the crewâs ignorance, knowing that I was right, and trying to decide what to do. Quick thoughts were flashing: âI could stand my ground; I know Iâm right. Then theyâll probably end up throwing us all out of the plane. Thatâll be a huge scene, with a great deal of embarrassment. Once on the ground theyâll find out we were right, apologize, and put us on another plane. That seems like a big hassle for us, especially for the baby [who now is seating comfortably, happily browsing the planeâs safety card, and looking up once in a while to see all the people just above him]. Plus weâll get into Austin much later, if at all, today. But after all is said and done thatâll teach them a lessonâ¦â.
The episode having been going on for about 20 minutes, I was finding it extremely difficult to keep my composure and my leveled tone of voice. My heart is pounding like crazy. My blood pressure, through the roof. My stress level, through the roof. So is probably my sugar-level (Iâm pre-diabetic). Plus my dear pregnant wife, very stressed out by now, had asked me, during the last interim we were alone to âplease be niceâ, with a resigned expression on her face that meant, please give in, put an end to this.
So with much reluctance I said, âWe bought a ticket for our son to comply with FAA regulation. If you are not going to let him use his seat, I want you to give me a full refund for his plane ticket. I want a note from you that states soâ. The gate attendant kind of wavered (about the refund part, that is) and stepped back. Then the male flight attendant stretched out his operations manual and showed me a highlighted note about baby harnesses not being allowed for take off, landing, etc. But it referred to Baby Bâairâs vest in particular, which is a completely different application (used for infants only, who MUST fly on an adult lap). So I said, âThat is a completely different application. Your book doesnât say the CARES harness is not allowed. Sorry to tell you, but you are not up-to-date. This is an FAA-approved harness and the regulation is that my toddler be in his own seatâ. And here came the Pinnacle of this mountain of ignorance: He answered, âWe are up to date. The FAA recommends it, but it is the airlineâs discretion whether we allow it or notâ (!). So I insisted, âYou are going to refund the ticket?â At this point Ron, Frontierâs gate attendant, said, âIâll take care of you. Please check in with Frontierâs Customer Service when you get to Denverâ. And as he saw that I started to unstrap my baby, he walked off. So I packed the CARES harness, held my toddler on my lap, my wife moved to his now empty seat, everyone went their way and we started taxiing. Here we went, with 3 paid seats but only allowed to use 2. So bizarre. In fact, the nice older man seating behind my wife, who along with all the passengers around us witnessed the whole thing, kind of booed the flight attendants, seeing that they had their way with such baseless arguments. [Incidentally, our toddler had played briefly with him as we strolled around the waiting area prior to boarding].
I was so upset psychologically and drained physically from the whole episode that I ended up eating most of the snacks we packed for our toddler (saltines, graham crackers, baby carrots, etc.) during the flight. Once we landed, we decided to wait to de-plane last, so we could ask more details about our refund. As the two older couples behind us passed by, they all wished us well and good luck with our claim, sympathetic with us. As we waited immediately outside the plane, we asked the captain for a note from him of how they forced us to comply with their request, he brushed us off, saying âSorry, itâs not up to us. Whatever we give you wonât help you much. Just check in with Frontierâs CS.â
But thatâs not the end of the story. Thereâs more. It turns out the Customer Service Desk people couldnât care less! By that I mean they showed not a hint of an effort or intention to make things right. I told the first guy I talked to, âHi, Iâm here to request a refund for one of my plane tickets. Did a gate attendant from Boise call you about this?â. â âNo. And for that type of request you need to talk to herâ, indicating another woman. Although very sympathetic and friendly, as soon as I finished asking her the same question, she handed me a business card and told me âyou need to call Customer Relations. Sorry, but our hands are tiedâ. Youâve got to be kidding me! (I thought). What? What kind of joke is this (I was still thinking). So feeling like a completely deflated tire (really, the pitiful customer service I was getting felt like a big punch that drained any remaining air I had in me), I said, âWow, after such serious aggravation we were just victims of, we still have to waste our time on the phone, on hold, etcâ. â âSorry. So what happenedâ, she said (on the plane, she meant). Then I summarized in one phrase: âthey didnât let my toddler sit on his paid-for-seat; they didnât let me use the CARES harness on him. Plus they made me hold him on my lap, which is clearly against FAA regulation and puts him at unnecessary riskâ. She was completely shocked, an expression of unbelief in her face. â âMy. I donât know whatâs wrong with them. I donât know why they did that. We all, all attendants, have gone through specific training about this new toddler harness. Iâm so sorry. But give them a callâ, she said pointing to the business card. âTell them what happened. Theyâll send you some forms. But you have a very strong case, so Iâm sure theyâll refund you. Also send them an email to make sure they get your complaintâ. That was that!
And if you think it canât get worse, wait. It can. I called the toll-free number, repeatedly, and it was always busy! Then I tried their direct dial number (on my dime). Guess what? It rang, and rang, and rang... No answer! I mean, weâre talking about 1 P.M., on a weekday. Whatever. I decided to just post this on the web to let others beware. And Iâll post it to the FAA too. Maybe theyâll make the airline understand what the regulations are.
A distressed parent.
* Named changed to protect privacy.
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Hugh_Jorgen on 12/22/2006:
For what it's worth, your flight to Boise was actually operated by Horizon Air (a subsidiary of Alaska Airlines) on behalf of Frontier. It might be worth contacting them as well, as it seems like their flight crews are the ones needing some training. Good luck.
spiderman2 on 12/22/2006:
That sounds crazy. I would not want to fly with a 2 year old on my lap!
What I'm not understanding is why didyou include this "I was so upset psychologically and drained physically from the whole episode that I ended up eating most of the snacks we packed for our toddler (saltines, graham crackers, baby carrots, etc.) during the flight" What does that matter. It kinds of makes you look silly complaining that they made you eat your kid's snacks.
I do hope you get an answer from them and at least a partial refund. Let us know.
jc3 on 12/22/2006:
To Hugh. Good point, I'll email them too. However, Frontier's gate agent was also completely involved - and in error.
To spiderman2. Regarding your question. It might sound silly, but I wanted to put it all out there, to show how affected I was (in spite of my good outward composure). And if the airline starts an inquiry, had I omitted that part, and then later try to add it, I didn't want to sound like I was adding/making things up.
familytravel on 12/22/2006:
That is awful. Flight Attendants need to be up to date with CARES! It was not right of them to deny you the right to have your toddler in the device. The flight attendants also should have been more understanding of the situation. If it was a larger aircraft, I would have asked to speak with the lead/head attendant on the plane. I would contact FAA also so you can inform them what happened. I am so sorry about the experience. I don't think I have ever flown with Frontier before, but I will certainly remember this. Merry Christmas
Shakra on 12/23/2006:
You might have a better chance of getting a reply by writing to them with all the information (keep a copy). Don't let them send you any vouchers, either. Make sure they compensate you with money. Good luck!
Bababooey on 12/23/2006:
What happened to you may have been improper, but you neglected to mention that Denver International Airport had been closed for days due to the recent snowstorm and had just resumed operations. THOUSANDS of passengers were left stranded at both Denver International Airport and airports all around the country for days, resulting in nationwide chaos! The airline was simply looking to accommodate some of those passengers traveling to Denver who had been put on standby and were waiting to travel in or out of Denver for days!
Even though I find it understandable that (under the circumstances) you were told to give up your child's seat for another passenger, you do have a right to a full cash refund from the airline for the seat which you purchased for your child. I would even say that the airline owes you additional compensation for the inconvenience which you experienced!
If I were you, I would write a letter to the CEO of the airline with a complete description of what happened to you along with a request for a full cash refund as well as additional compensation!
Anonymous on 12/23/2006:
yoke on 12/23/2006:
The airline had no right to make them hold the child even if he was only 2. FAA regs state any child over the age of 2 must have its own seat, which you must purchase. It should not matter that there was a storm and they were trying to get passengers on standby on the flight, that seat was never available, it was a paid seat.
jc3 on 12/23/2006:
To all recent posters. Yes, I am reporting the incident. My email to CARES' seller was forwarded to Louise Stoll, its inventor. I got a nice & understanding email from her. She's taking some action & recommended some action I should take (similar to the postings here). She also informs me that on 12/1/2006 the FAA issued an updated circular that specifically mentions the right to use CARES. Apparently it takes a huge effort to disseminate this typo of info and not all airlines catch up at the same pace. Nevertheless there was no justification for what happened to us.
To Bababooey. You've got a couple of facts plain WRONG! 1) About the snowstorm, we also watched it on TV: It all happened 2 days after we had completed travel! 2) We never gave up our toddler's seat for another passenger to use! That was not the reason it went unused throughout the entire flight.
Bababooey on 12/25/2006:
To jc3: I'm sorry if I've "got my facts wrong", but you sound like a chronic complainer and a malcontent.
With an attitude like yours, I can imagine the way that you behaved on that flight. Maybe if you would have dealt with the situation differently, you wouldn't be wasting your time and energy posting your sad story here on my3cents!
Now go get crackin' on that letter to the CEO of Frontier Airlines in order to get a refund of the cost of that ticket!
Toni I. on 12/25/2006:
Hey Bababooey: Don't be so hard on the guy! How would you like it if something like that happened to you? I hope that while passing through security on your next flight, you are picked out of the line and given a full body cavity search!
Since it is now a federal law that airline passengers must listen to the instructions and orders of flight personnel, many of these glorified waiters and waitresses are on a power trip! On the outside they're nobodies, but on a plane they're "big shots" who can push people around with impunity! Challenge their "authority", and you'll get kicked off of the plane!
jc3 on 12/25/2006:
Bababooey, you seem to be the only one with an attitude here. Your poor comprehension level will not allow you to distinguish between my setting the record straight and what you labeled as more complaining. Misinformed people like you is what brings these kinds of stories to life in the first place. Go do some reading, better yourself, culture yourself, before you might consider yourself capable of posting anything of value here or anywhere.
Bababooey on 12/27/2006:
In this post-9/11 world, if you choose to fly on a commercial passenger airline in this country, then you have to accept the fact that, right or wrong, you MUST listen to the instructions of the flight personnel!
Because of your condescending and insulting nature, I must say that you are an obnoxious jerk who should have been thrown, head first, off of that plane!
jc3, as far as I'm concerned, what happened to you couldn't have happened to a nicer person!
marcy on 01/02/2007:
We had a similar incident on JetBlue with our one year old's car seat. We had flown several legs on their airline, but on the last one, the flight attendant's behaved in a similar manner, and it was awful.
Considering that Frontier is the same line that kicked off the mother for breastfeeding her baby, I'll definitely avoid flying with them if it's an option.
jc3 on 01/03/2007:
Hello marcy. Sorry to hear about your troubles with your car seat. Yes, I agree, better try to avoid airlines with such low-ratings for customer service. So far, no word from the airline. Will keep everyone posted.
killerklown on 10/29/2007:
People SHOULD be kicked off a plane for breast feeding. Unless you do it in the bathroom, you are behaving completely inappropriately. Unless you're going to share that tit with everyone, keep your shirt on.
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PATHETIC Customer Service, Long Wait, Unreliable Service
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PRINCETON, INDIANA -- I called the 800 number on a flier advertising Frontier Internet service with Dish Network TV package. After over 2 hours on the phone, they finally had me signed up for DSL Internet service, but were unable to process my request for Dish after being put on hold and transferred many, many times.
They told me my modem would arrive in the mail in a week, and I could self install it. A week later I get a phone call from a technician who claims there is a problem with the installations in my area, and there will be a delay of a week or until the end of summer. (?)
2 weeks in, I finally receive my modem. I follow the instructions, but it will not connect. I call the customer service number (which is a harrowing wait time every time) the guy tells me he is going to send out a technician there is a problem with my lines.
As my laptop sits open after the call, I notice it advances to a new screen on its own. So I call customer service back again, and this person who answers informs me the service ticket was canceled, but he sees no reason he can't help me get it set up. A half an hour later, my Internet is up and running. So the service technician they were going to send and charge me for was unnecessary.
Not 2 days later, all of a sudden my Internet shuts off for no reason. I follow all the useless instructions, call customer service again, wait 20 minutes for a live person to answer... She informs me I will have to wait FIVE MORE DAYS for a service technician to come and repair the line that may or may not even be messed up.
I am calling as soon as I get finished typing this to sign up with another provider. This is the most horrible service experience I've ever had with any company.
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Frontier really took good care of us on recent flights
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DENVER, COLORADO -- We were flying from Nashville through Denver to Las Vegas in mid-April 2013. There was a blizzard forecast for the day we were flying out. Frontier noted on their website that if we were flying through Denver that day, we could change our flight w/o any fees. The agent on the phone was phenomenal. She even let us change our return date by one day also so we wouldn't lose a day of vacation. Flights out were great, ran on time, treated well. Then on the day of our return flight, it was another snowy bad weather day in Denver. Again, Frontier was phenomenal. They loaded us on the plane then the one hour delay at Denver came through and they allowed us to get off and sit in the gate area for that hour (leaving items in overhead bin). We reloaded an hour later and taxied out. Then came another one hour delay from Denver. So we sat on tarmac for close to one hour. Frontier has TV's with 25 channels on each seat back and their policy is if there's a delay you get the TV for free! So we enjoyed live TV. Then came the 2 hour delay from Denver, so they took us back to terminal gate area (didn't hold us on the plane any further) and told us to take all our belongings this time. They efficiently worked at the gate area to find other flights for those who were only changing planes in Denver. We were called up within 5 minutes and given seats on USAirways changing planes in Charlotte. No more worry about the weather in Denver!!! Also great treatment on USAir. During all this time and for the rest of our itinerary that day, Frontier kept sending me nice little email notices about the delays and about my new itinerary. When we arrived in Charlotte and I turned my phone back on, there was another reminder from Frontier about my next flight from Charlotte to Nashville with flight number and gate number. I thought that was phenomenal treatment, in this age of smart phones, to keep me posted all day. I am highly pleased with the way they took care of us and will definitely fly Frontier again if possible.
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Horrible Customer Service - BEWARE
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DENVER, COLORADO -- To begin, this is my first experience with Frontier Airlines. About 6-weeks ago I purchased an airline ticket for my Wife and I to fly to my cousin's wedding. 7-days prior to our flight, my Grandfather suffered a heart attack. Two days later our small dog dislocated a leg while playing fetch. Unfortunately, both required 24 hour care and since I was a Groomsman in the wedding, we decided my Wife would stay behind to take care of them. I contacted Customer Service to request a refund for my Wife's ticket, given our circumstances, I didn't think this would be an issue. After speaking with two Frontier Airline's customer service reps, I was told that I would need to secure a Dr's note regarding my Grandfather. I had the Dr. complete the note and per Frontier's instructions I submitted the note to receive a refund for the ticket. I called to follow-up with Frontier to check on the status of our refund and was told that Frontier decided that our reason for cancellation was not accepted and we couldn't receive a refund. The representative first asked who's Grandfather it was, I explained since we were married, it was both of ours. She then said (and I quote), "he would need to die to receive a refund." I was speechless, I couldn't believe the insensitivity of the representative They said there is nothing they could do.
I posted my story on their Facebook page, hoping to receive some help. I received a response to my post with-in hours, asking me to email them the details. I emailed them the details with-in the day and after following up twice, I finally received a response two-weeks later stating they looked into my account and saw I flew this past weekend and therefore my Wife would have a 1-year credit, minus $100 change fee and $30 fee booking fee. Seriously?!? Why would I ever want to fly on Frontier again?
This has been a HUGE PITA during a tragic and stressful time in our lives. I would caution all to stay away from Frontier Airlines - they're horrible! I've filed a dispute with AMEX and I hope they will help this issue right.
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Bizarre world of strange accents and where everyone is a supervisor...
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NEW MEXICO -- I inherited them, I originally had Midwest mastercards. Midwest was nice to deal with. I was on hold for three and a half hours. I had 2 requests, to dispute a charge and try and reduce my interest rate. The man I spoke with about my dispute, had no clue, he asked questions that had nothing to do with my concern. At one point I even asked if he knew what I was saying. I asked to be transferred to a supervisor. He would put me on hold for up to 20 minutes, come back and ask me a question that had nothing to do with my concern. He did not fully understand English. But he transferred me twice more. Then I was "fortunate" enough to get the "top supervisor" at Frontier and was told she could not help me. Then came time for rate question. I told them I had Cancer and had set up payments before I went into hospital. Payments were never taken out and I was charged late fees. I called from the hospital and was told by another "supervisor", that they do not make arrangements for auto withdrawal. And now I was berated for that because this "supervisor" said they do make those type of arrangements! And no record of my arrangement existed. I was willing to send them proof of my illness. So many people lie, steal cards, or run cards up and end up not paying. That is why interest rates are so high. They caused me so much stress today, it was unreal. I skimmed over a lot of what was said to me. Too upsetting for me. I will do my best to pay and pay off. I am woking 1/3 of what I was. And eventually I will. It is my character that two wrongs don't make a right. They then will never get another dime of my money. They need to take into consideration, a person's good years of being a client, and putting anyone on hold for that time is uncalled for. I feel like I was abused today. It was just plain emotional abuse. They all had the same thick odd sounding accents, just creepy!
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Horrible service from two particular stewards
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DENVER, COLORADO -- I am writing with much disappointment. My husband and myself are both disabled. We totally enjoyed our trip from MPLS TO DENVER THEN AGAIN FROM DENVER TO PORTLAND OREGON. My husband said, "this is the airline we will use from now on. Very pleased. Then on the way from Denver to MPLS we had a big problem. First of all I thought the stewards were there to help the customers to keep them comfortable and content. On the previous flight from Portland to Denver I had asked for a full can of Diet Pepsi and they said NO PROBLEM. You see my diabetes had been causing me a great deal of problem on our vacation. Blood sugars in the 3-400's which is dangerously high. The problem started from the get go. Apparently my husband did not't arrange our carry on items in the right way. I have a Cpap machine, which cost $3000 and he has a Bi-pap machine which is $8000. He put his jacket by his to pad it so to speak. She snapped at us and said to hold your jacket she then put his Bi pap in front where it got slammed when the overhead was slammed shut. I explained why we did it nd she mocked me by saying "reeeer," like a cat. Then we watched another gentleman put his jacket in the same compartment and she slammed the door again, she said nothing to him about his jacket going there, in fact she looked at me and said she was NOT picking on me. Unfortunately the front of the bi-pap was broken. Which is not even my biggest complaint but still part of the whole bigger problem. My husband has prosthetic knees and said I have to put my leg out, "hope I don't trip her." Apparently she heard it differently and said we were TRYING to trip her, TOTALLY NOT TRUE. They checked to make sure everything was under front of seat which my purse was, the same way it was on all the flights. Then came around with drinks. I had to keep pulling my purse out as I felt strange with my blood sugars running in low 400's so had to keep checking it and giving myself more insulin. If your diabetes is high you tend to be extremely thirsty. So when she came around I had my 14 pills to take and was very thirsty. I asked for a full can of diet Pepsi and she very disrespectfully said to me flat out, "you will get a glass and NO MORE." The people sitting across from us all had full cans. I tried to continue to explain to her that I needed more to take my pills because she filled it with ice and only added maybe 2/3 full of soda. Not enough that is for sure. As I am trying to talk to her she ignores me and asks my daughter what she would like. My daughter is 11 and is very sensitive. She was upset at how we were being treated and started crying because she has seen me go into diabetic coma before and was scared. I told Lana she was being very unprofessional by ignoring me and she just continued and I asked her name and said I was planning on doing a complaint. She said sure, it is Lana and make sure to include that your husband was trying to trip us……I could not even respond, she was being incredibly rude. She continued to tell the other lady with the cart to ignore us..when I was asking her for water or something. She told her "don't antagonize them, they are not worth it." Is that how your train your people? I could not take my pills and ended up very sick once landing and had trouble all night. I really don't believe that this is your practice as we had wonderful stewards on all the other trips we had. I want some kind of response about this issue. If I do not get some kind of resolution then I will be contacting my lawyer attorney general, going to all newspapers, Internet blogs etc. I will be sure to take it as far as I need to as I feel we were treated with no respect or dignity and it effected my health problems. I do not think she should have treated us this way.. And that still did not end then horrible ordeal. Before landing the other steward came by and told me my purse was not far enough under the seat in front of me. I had it in the same position on all flights and wanted to have it at quick grab if needed for emergency injection. She told me if I did not push it up farther she would have to take it from me and find a spot in the over head. I told her since she wanted to ignore me that I had had enough and to go bother somebody else. She said, "if we crash your daughter will be trapped!" which is a crock and made my daughter cry and be very scared as there was some turbulence. I understand you have to have rules and that certain things have to be followed but I also know that people with disabilities should not be treated indifferent. I felt like she was copping an attitude right away for whatever reason. I would appreciate a quick response to this letter or I will do as I promised! Lana should get reprimanded for breaking the bipap machine front and for her total disregard our well being. Simple common courtesy would have been expected.
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Anonymous on 12/30/2009:
Steward = title applied to males.
"First of all I thought the stewards were there to help the customers to keep them comfortable and content." No the primary role of flight attendant is in flight safety, slinging Coke's is secondary.
14 pills... and constantly watching your blood sugar on a two hr flight. I hate to say it, but you sound way too sick to fly.
Anonymous on 12/31/2009:
Anonymous on 12/31/2009:
I think most of this aggravation was caused by you yourself. You have a medical condition. You need to make arrangements before you fly for your medical instruments, as well so the flight attendants are aware that they have special needs passengers on board.
Further, as a diabetic who needs a sugar rush often, you already know to keep sugar products on you at all times. I think you were a lot antagonistic to this attendant and she should have refused to even deal with you.
jktshff1 on 12/31/2009:
what they said
goduke on 12/31/2009:
Maybe you should be upgrading to 1st class where the airline is a bit more able to meet the special needs.
Alain on 12/31/2009:
With a severe medical problem like this you might want talk with the airline ahead of time to let them know of your special needs. If they have advance notification they can work with you to accommodate you.
johnsoke on 12/31/2009:
First of all I wasn't to sick to fly. My sugars were driving up the whole trip and this was the highest they had been. We did notify them ahead of time of our special needs. I take 22 pills a day and who are you or anybody else to say that I shouldn't fly due to that! I understaned the safety comes first and like I didn't want us to be safe....come on! I watched her treat others different from the get go and there was no antagonizing being done on my part!
Anonymous on 12/31/2009:
OP, if she treated others differently from the get go, then it begs the question of what YOUR attitude was like to make YOU the one she treated badly? People do not generally go from nice to hateful with no reason. I am certain you are no innocent party here.
As for your medical condition, my family is full of diabetics. So don't be acting like we have no idea what you should have done. YOU already know.
As for notifying them ahead of time, when was this? When you made reservations and reminded again before boarding, or when you already were seated on the plane? You can
t walk up to a check in clerk and start demanding special considerations. And for your machines, they have to be stowed. You are on a plane with very little wiggle room.
Anonymous on 12/31/2009:
I agree with the others especially VF-213.
How dare you fly when you are sick?
How dare you call a female Flight Attendant a steward?
How dare you expect coke from a FA? That's only secondary. On Frontier Airlines FAs are there for safety. I've never traveled on Frontier Airlines, but it may be that it is pilots' job to "sling" coke, although I'm not even how one slings coke. FAs learn to "sling coke" in their night classes at Flight Attendants' School.
On the airlines I've flown, I've occasionally asked the FA for a whole can and I've never been refused.
I hope you're not going to claim against the airline for damage to your machine.
let me see? on 01/01/2010:
You are kidding right! They will not give you a whole can of coke? What you are really saying is that your husband and myself may have too many medical problems to fly, but since we paid for these tickets, I think the flight attendants should stop everything and take care of us. With you carrying so much junk with you, I am glad the plane didn't have a emergency landing as it would take you about 2 hours to get out.
johnsoke on 01/01/2010:
whatever.........obviously no compassionate people with an open mind that may be that "stewardess" (how dare me?) are you kidding???? She /he ....whatever---had a bad night and a bad additude from the get go..I hope that one day (james236 smartty pants)you too get treated with the same treatment and then sit and wonder what YOU did wrong and I definitely hope you all don't travel while not feeling well because heaven for bid you do that. And Ladyscot, you know so much about my diabetes you can mock me? You weren't there.....believe what you want. I gave them a month notice that we were both traveling with disabilities. I didn't do it that day! I think if I paid for my tickets I should be treated NO DIFFERENTLY then the person sitting next to me!
*Brenda* on 01/01/2010:
What does diet pepsi have to do with diabetes and your sugars?
Ytropious on 01/01/2010:
10% of life is what happens to you, 90% is how you react to it. OP, maybe you should change the way you react to things. Why let a stewardess' "attitude" bother you? Even if I was in a situation where I felt someone there to "service" me was rude, who cares! I just brush it off my shoulders because we've all been there. I choose not to over react to things.
Anonymous on 01/02/2010:
OP, I have diabetics in my family, low and high sugar. My cousin will not be seen away from home without her insulin AND a handbag full of candy and juice boxes. So, now. Most of your problem was YOUR not being prepared for YOUR illness and expecting others to be.
Venice09 on 01/02/2010:
I think the OP WAS prepared for her illness. She had everything she needed except a drink to take the pills. If they couldn't give her a whole can of soda, she should at least have been offered water. I don't know whether or not she asked for water, but considering she had to take 14 pills and was extremely thirsty due to the high blood sugar, it makes sense that a small cup of soda with ice would not be enough. I don't think requesting enough liquid to take medication is too much to ask for, and it certainly doesn't mean someone is not prepared and expects others to be. And aren't drinks prohibited from being carried on? Even if the OP had an attitude about the other issues, I still think the flight attendant should have made sure she had enough liquid for her needs.
Anonymous on 01/02/2010:
Lost09, what you are saying is making sense. It would seem to me that it is a small matter for the FA to hand the OP a can of diet soda. But how do you reconcile this with the VF-213 regulation which provides that:
(1) Slinging coke [anyone figured out yet what slinging coke means?] is a secondary function, and safety is the primary function.
(2) If a passenger has to take 14 pills, it means that she is too sick to fly, and the FA is entitled to deny her request for enough soda to take her pills. After all, if she is too sick to fly, why not prevent her from taking her pills altogether?
Did these two regulations come from a clown or what?
johnsoke on 01/02/2010:
Brenda, when your sugars are extremely high one gets excessively thirsty! Ladyscot, I did have my insulin to make my sugars lower, my tester and my emergency injection in my purse....where I wanted to keep it close, under the seat in front of me where I was supposed to have it. You obviously don't understand the situation. Thank you lost09! I was prepared and just needed more to drink. I did indeed ask for water if diet pepsi was not available, she ignored me and told the other stewardess to ignore me as well. I don't understand how you others can judge me based on my 14 pills. I take 22 (8) in am and 14 in pm, it does not mean I am to sick to travel. Ones sugars climb with stress hormones secretion and I went on the trip to say goodbye to a dying grandmother and my Uncle was sick so I was trying to help take care of him as well so yes I was high with my sugars from stress, which I didn't need any further aggravation. I do get edgy when sugars are high, everybody who has diabetes who gets sugars high have anxiety and irritability. However, I think much of this could have been avoided. I don't know what they meant by slinging cokes besides possibly serving drinks.....James I think whoever made the thought that I was to sick to fly because of 14 pills knows nothing about my illness/disability and to deny me the ability to take my meds just caused more problems so a clown....yep that would be the one denying me anything to drink. Thanks!
*Brenda* on 01/02/2010:
Ah I see, I misunderstood, I thought you were saying something else, thank you for clarifying. I don't see any reason why they couldn't at least give you water! Also, I take a lot of pills too and I can fly! Sorry for the illnesses in your family.
johnsoke on 01/03/2010:
Thank you Brenda. It seems people believe if you take too many pills you are incapable of doing anything fun. The trip was supposed to be fun but found out mid trip that grandma was seriously ill. Just was a bad trip....I will let it go like ytropius said... Hopefully better luck next time or (different airline...:o) )
DrDave1958 on 10/06/2010:
Well I flew Frontier airlines from Dayton Oh to Las Vegas via Denver, then back from Sacramento to Dayton via Denver, and I can say having flown several airlines over the last ten years, I have never experienced ruder flight attendants than I experienced on Frontier. They showed total disregard for the passengers. You can say they were focused on safety, but the fact of the matter is, you can focus on safety AND be courteous. It was obvious to me, they can't do both. I'm sorry to say, I won't fly frontier ever again.
DrDave1958 on 10/06/2010:
And further more...
I really don't know why everyone seemed to jump down your throat, but I can tell you that in my experience, I've never seen ruder flight attendants. I would imagine that anyone other than a completely quiet passenger would invoke the wrath of the NAZI flight attendants (as we called them). My sympathies to you, and I can assure you that we will never fly Frontier again.
Dave V.
johnsoke on 10/07/2010:
Thank you, I wanted to write a letter and take it further but could not believe some of the stuff ppl put out there, like I shouldn't be allowed to fly if I am not well because of death in the family and high blood sugars. Some ppl have no regard for others. There will be no way I will ever fly with them again. Maybe it is the Denver flight attendants only!! Sounds like maybe a trend. Horrible!!! Thanks Dave!!
Anonymous on 10/07/2010:
john, I had never read your original post. When I travel on any airline, I always take what I need. You can pick up any liquids you require after you go through security and before you get on the plane--except for at some International locations.
Never depend on the airline to supply you everything you require and your trips will be much smoother. Having your own water is great because then you are not having to wait for someone to serve you. I never travel without it.
doglovingreviewer on 07/30/2011:
I agree with Venice. They should have provided the OP with a full can of soda to take her pills. And furthermore, if the passengers across the aisle had cans, it wouldn't be too much for the flight attendant to give her a can! Diabetes is a common medical condition, and people who have it should be able to fly like everyone else. The remarks made by some posters about the OP being too sick to fly are ridiculous.
I also have a problem with Lana telling you that if there was a crash, your daughter would be trapped. That is completely disrespectful of your daughter, who did nothing wrong. And why would Lana say that your husband intentionally tried to trip her? The OP mentioned he has a prosthetic knee and needed to put his leg out. That is part of his medical condition, and there is no need for a flight attendant to get nasty about it! Especially when the passengers are already stressed from family emergencies.
One last thing: If the attendant was holding the Bi-Pap machine when it broke, then she is completely responsible for it. You mentioned it is a $8000 machine. I think you should sue the airline and Lana for the cost to replace it.
I sympathize with your situation, and I cannot believe some of the comments posted here. Sorry about your flight, and good luck.
Anonymous on 07/30/2011:
good review, very informative,
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Kareem Shora Appointed
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Kareem Shora was appointed by DHS Secretary Napolitano on Homeland Security Advisory Council (HSAC)
Washington, DC | June 5, 2009 | www.adc.org | The American-Arab Anti-Discrimination Committee (ADC) is proud to announce that earlier today at a ceremony held in Albuquerque, New Mexico, DHS Secretary Janet Napolitano swore-in ADC National Executive Director Kareem Shora as a member of the Homeland Security Advisory Council (HSAC).
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