• Report: #5584

Complaint Review: Frontier Airlines

  • Submitted: Fri, June 29, 2001
  • Updated: Tue, June 17, 2003

  • Reported By:Tempe Arizona
Frontier Airlines
Denver, Colorado U.S.A.

Frontier Airlines ..parents be warned, don't trust the airlines *REBUTTAL ..Airline employee

*Consumer Suggestion: Flight Attendant at diffferent airline responds

*Consumer Comment: Comment on the rebutal above

*0: Airline employee ..people need to reliaze that We are tring to do everything possible for them, but they are just 1 among several Hundred thousand people

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To Whom It May Concern,

Recently I flew my children ages 11 and 7 on Frontier airlines. The airline, accidently.....flew my children to the wrong airport.

Let all parents be warned, don't trust the airlines.


Jennifer Jenkins

June 28, 2001

Dear Mr. Samuel D. Addoms,

Recently I had a horrific dealing with your airline that I would like to share with you. I tried to call your office to speak to you directly to rectify this situation; unfortunately I was not permitted to speak to you and was transferred to another department.

My story begins June 6, 2001, after researching every airline for my children's first flight I decided to go with Frontier. I called your reservations number and spoke to a very nice lady about making reservations.

We discussed flying my girls into BWI airport in Maryland. Finding no availability on dates we needed, she suggested Washington Dulles. I was very pleased with this decision due to the fact Dulles was 2 hours closer to my relatives in Virginia. I was very happy with the customer service she gave me, the help and her attitude. Weeks later I received a copy of my children's
flight itinerary showing Phoenix PHX to Denver DEN leaving Denver DEN and arriving Washington DCA.

Perhaps my first mistake was trusting an airline reservation clerk to know her airports. My second mistake was not calling to verify DCA was indeed Dulles and not National. I assumed anyone hired for this position would know that Frontier does not fly into Dulles, unfortunately airport abbreviations are not knowledge for which I was blessed with.

The day of my children's flight June 27, 2001, upon checking my children's luggage and receiving their tickets I was questioning the agent unmercifully.

As I mentioned before, this was my children's first airplane flight, and I was a very nervous mother. She smiled and reassured me many times, everything would be okay. I reiterated this flight is to Denver, and then on Washington Dulles, correct? She assured me it was. Perhaps a high percentage of your agents don't realize there are 3 airports that are considered Washington?? Washington National, Washington Dulles as well as Washington/Baltimore BWI. I left the agent feeling so much more confident in my children's flight.

I then went to the gate to get my children's boarding pass, as they were filling out paperwork for the unaccompanied minor's I noticed it said PHX DEN DCA once again I asked was DCA Dulles? I remember for sure asking Dulles because the gentleman replied Dallas? I replied no Dulles, Washington Dulles airport. He assured me, yes ma'am Washington Dulles.

Between the hours of 1:30 and 3:00 Mountain time, I went through a frenzy of phone calls. My family who went to Dulles to pick up the kids could find no Frontier terminal. My children with whom I sent a cell phone for their safety and my sense of security called saying they were in Washington, but no one from the family was there.

Upon my children's arrival to National, someone from Frontier called the contact number of my father-in-law to find out his whereabouts. They asked for Larry Jenkins, Sr. my mother-in-law informed him he was at the airport (not knowing who was calling because they did not identify themselves). Their response was great, they were calling from the airport, and they would
continue to wait for him. Perhaps they should have said which airport they were calling from? Or perhaps which airport he was at. At no time did I ever receive a phone call saying my children were at the airport with no one to pick them up. I think this should be a priority phone call. I had to find out
this mistake myself as well as rectify Frontier mistake myself.

At this point, I called my children on the cell phone again. I spoke to the person that was chaperoning them and explained the situation at hand. He assumed me the children were find and he would get them a sandwich and a soda since it was now nearing 5:45 eastern time.

I called Frontier's Reservation line and spoke to Andrea who was the supervisor of the reservation clerk I spoke with first. Andrea informed me Frontier's part was to get the children from point A to point B. They did that and that was all they were responsible for. I do agree, HOWEVER they took my children from point A to point C and didn't care about their error of point B nor were they willing to fix it.

I asked for her supervisor because I was not getting anywhere with her and her attitude was one I was not willing to deal with. She advised me her supervisor was unavailable, as was hers and hers and hers and hers and hers. There was not a supervisor over Andrea in the entire company available to speak to a crying, worried, heart broken mother of misplaced children.

Still more frantic cell phone calls to my family at Dulles and my children at National. Who had now been on the ground in an unfamiliar airport, with Frontier strangers for over an hour. I went to the Internet to research Frontier to see if there was not an additional number I could call for help.

I found a customer service number and called. I received a message machine saying there was either high call volume or I was calling after hours. I am in Phoenix, and your office is in Denver, so I know we are on the same time zone. I left a message it was urgent and I needed to speak to someone ASAP. I did receive a phone call from a gentleman in your office the next day approx.11:00 AM. Just a bit too late to help my children, but thanks.

I called the number again and asked for you. The receptionist forwarded me to your office and I spoke to your assistant who told me she would transfer me to someone in customer service after hearing of my dilemma I asked was it because you, the President/CEO were just to busy to speak to your customers?
She advised me no, you were 'unavailable' and that if I would like I could always write to you.

I was then transferred to Julie Meisner of customer service. She obviously knows how to handle customers. She calmed me down, stopped my crying and spoke intelligently to me. She agreed yes there was a huge misunderstanding but what exactly was it I wanted. I advised her, I wanted arrangements for my children to fly home on a different airline, because I no longer trusted
Frontier with anyone in my family. I was on hold for approximately 10 minutes while she was making phone calls and arrangements and so forth. She returned and advised me she had made arrangements to fly my children on United. Arrangements were also being made to refund me the unaccompanied minor charge
of $60 because I would be responsible for paying an additional fee with United to cover their unaccompanied minor charge.

She believed this matter was done, for me it is not. Not by any means. I am not happy with what transpired over those few hours, nor am I satisfied with the complete rectification of your errors. My children received a return flight on a different airline arranged by Julie and $30 back to be repaid to United. Do you think that's enough for forgiveness? I THINK NOT! I let Julie know that I thought I should have been given at least a percentage back of my children's airfare. She disagreed saying I got my unaccompanied minor's fee back and upon my request a change in airlines, and that I was not entitled to a percentage.

My family recently moved to Phoenix, all of our relatives live in Virginia and we are planning to do a lot of travel back and forth across the country, this certainly did not help matters for anyone in my family to fly with Frontier.

I assume since you are the father of three and grandfather to six you can understand the detrimental effects to an 11 year old and a 7 year old of arriving at the wrong airport, to no family. I do not know if you have ever been to Washington DC, but I can assure the traffic there is HORRENDOUS at 6:00 PM on a weekday. My family had to drive from the outskirts of DC to the middle most part of DC in rush hour. Thank God they made it there in a
reasonable amount of time, but what if they didn't?? My children could have EASILY been stuck in DC until 8 or 9 at night. Still with no dinner as promised by your Frontier staff.

I have lost total and complete respect for your airlines, not only for your clerks not knowing their airport codes, but also for the percentage of s****. />
After calling United airlines to check the status of my children's travel with them (I've learned my lesson with trusting Frontier) I'm advised that my family in VA will have to make an additional visit to Dulles airport to have your staff endorsed over to United or they may not be able to make their
flight! What is this about? Due to your mistake, I am once again the one that has to do the extra work to have it fixed. Frontier can't find a way to rectify this completely?

I have worked in the Retail world for 12 years. Being an Executive Assistant to a President of a 300 million dollar corporation, I realize how busy a President can be. However, you should always take the time for your consumers. If you were unavailable, fine, have someone take my number you can call me back to make sure I was handled in complete satisfaction. I anxiously await your return email, or phone call. How much does your customer mean to you? When I asked for your email address, I was told to email it to Jmeisner@flyfrontier.com and she would gladly pass it along to you. Are your customers not even entitled to your email address?

FYI ~ The contact information link on your www.frontierairlines.com website is a broken link.

Jennifer E. Jenkins

3509 W Cheryl Drive
Phoenix, AZ 85051

Emailed Copies To:
Samuel D. Addoms (Saddoms@flyfrontier.com) President/CEO, Frontier Julie Meisner (JMeisner@flyfrontier.com) Customer Service, Frontier Better Business Bureau (info@denver.bbb.org) Denver/Boulder BBB Office Consumer Advocate (ed@badbusinessbureau.com) Publisher of badbusinessbureau.com, ripoffreport.com Editor/Ombudsman: Bad Business Reporting
Editor (denver@bizjournals.com) The Denver Business Journal
Editor (letters@denverpost.com) The Denver Post.com
Editor (letters@washpost.com) The Washington Post

Mailed Copies To:
United States Department of Transportation
Investigations Division
I-24, Room 949A
400 Seventh Street, S.W.
Washington D.C. 20590

This report was posted on Ripoff Report on 06/29/2001 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Frontier-Airlines/Denver-Colorado/Frontier-Airlines-parents-be-warned-dont-trust-the-airlines-REBUTTAL-Airline-employ-5584. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion

Flight Attendant at diffferent airline responds

AUTHOR: Oma - (U.S.A.)

Obviously the airline involved did many things wrong. Period.

A message to all parents from a flight attendant who is a grandmother: please do not allow your younger children to travel alone as unaccompanied minors. Airlines do not provide adequate staffing to allow reasonable attention to your children onboard. Some aircraft have two flight attendants working a plane with 99 passengers, 15 of which are unaccompanied minors around the busy seasons (holidays, school vacations, etc.). The FAs will be cordial, but they are not equipped to deal with the emotional trauma most children feel about traveling alone.(I've seen many kids break down in tears or misbehave in ways their parents refuse to believe or accept. Also, there have been issues with adult passengers who may not have your child's best interests in mind.) The present status of understaffing means that the FAs cannot keep an eye on your kids while they are performing their usual required duties. Most airlines demand a substantial fee for permitting the transport of your unaccompanied children, but this does not mean that an extra FA will be staffed to help supervise your kids. Please shop around for the best fares and fly with your kids to their destinations. They will be happy you did.
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#2 Consumer Comment

Comment on the rebutal above

AUTHOR: Dan - (U.S.A.)

This rebutal is obviously not factual. If the person posting it is all they claim to be I am very concerned about our safety while flying. They are at the best illiterate. Read the entire post it has anger, misused, and misspelled words. This in conjuction with the thought process that the customer is ALWAYS looking for something for nothing is one of the reasons the airlines are in such financial difficulty. Yes I think Frontier was wrong in this case, no I do not really believe you can get the the president of any company one the telephone, nor will a letter written to him or her. They are derailed by the underlings reporting to them. They are always to busy to deal with the trivia.

Reality is that any airline who asumes responsibility for a unaccompanied minor needs to be in FULL communication with the people who are dropping off and picking up that minor! There should be no doubt in that communication as to the destination of that minor! This was obviously not a priority with Frontier. They belong on this list due to their poor handling of this transaction.
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This email is a rebuttal to RipOff #5584.

It was sent by Airline Employee at admin@maxxcorp.net.

Frontier Airlines ..parents be warned, don't trust the airlines (#5584)

They filed the following rebuttal to the above Rip-Off Report:

Their email: admin@maxxcorp.net

Their name: Airline Employee

Their relationship to the company: Advocate


I have worked in PAX SERVICE as a Gate Agent in the Past. I

am now a LICENSED FLIGHT DISPATCHER and appreciate the whole picture. It seems that People today come to the Airport LOOKING for problems and with a Attitude. Not saying there aren't BAD AGENTS, I have helped fire more than one. But still people need to reliaze that We are tring to do everything possible for them, but they are just 1 among several Hundred thousand people

that Fly each & every day.

Having worked in the Airline Industry for many years, I would like to comment on this. I agree that one of the employee's she spoke with should have caught the DCA code being Washington Reagan National instead of IAD - Washington Dulles. But it still appears as the Airline did a EXCELLENT job for you. They did transport them from Phoenix to Washington. They did keep them under the watchful eye of AIRLINE PERSONELL until the person

you listed showed up to take them. I have been involved with many people that just send their kids without UMNR - Unaccompanied Minor service.

They think that the Airline should babysit them and make sure they get to their destination OK and are meet by the person they want. You were very right to take advantage of this service. Think how much worse it could have been if the Airline personell hadnt been looking out for them, and making Phone calls to you and others to determine where everyone was and should have been. YOU made the decision to fly on a different airline at the last minute.

Frontier would have been glad to transport your children back to Phoenix in a SAFE TIMELY Manner the same as UNITED, AMERICAN, DELTA or any other Major US Airline. Frontier nor any other airline owe you any additional compensation.

You stated they REFUNDED you the UMNR Fee as a courtesy because of the problems. They also REBOOKED you on a Different Carrier without any CHANGE FEES or FARE DIFFERENCE. You also stated "I was questioning the agent unmercifully." The agent probably did not understand fully what you were asking. They have to deal with HUNDREDS of passengers a day. Many of them VERY UPSET for a variety of problems they have no control over. Please realize

that many people today are SO QUICK to jump at theAirlines for DELAYS & PROBLEMS.

I would like to say as a person that is responsible for sometimes cuasing these delays and cancellations, that we

want to get you and yours SAFELY from Point A to Point B. But as a LICENSED AIRCRAFT DISPATCHER, it is my DUTY & RESPONSIBILITY to ensure that the flisght is SAFE & LEGAL according to FAA

regulations. Airlines are being hit from all directions with issues. Passengers want for theirflights to go out On-Time and Arrive On-Time. But then they want to show up at the Gate with less than 5 minutes to departure & still get on & go.

You have to be Seated & Secured by Departure time to ensure a On-Time Departure & Arrival. Also we arent allowed to allow a flight to leave if the Weather isnt Above Minimums at your destination.

Also ATC - Aircraft Traffic Control may tell us we have to Delay your flight. Maybe your Crew isnt LEGAL cause they have already flown too much today because of Delays & such. Also if a PLANE breaks, even if it isnt something YOU may consider MINOR,

may be enough to keep that AIRCRAFT from flying legally. Also when you have a FLEET of several hundred aircraft, it is impossible to keep a SPAREfor each Active aircraft.

Airlines DO have Spare aircraft, but sometimes MINOR MAINT Issues will come up and deplete them. Also they may not be in

the right position to be used for where the Aircraft breaks. This may seem long, but I want everyone to realize that Airlines & Its employees are in the Business of moving People from POINT A

to POINT B in a Timely & SAFE Manner.

We are subject to probably MORE RULES & REGULATIONS than most any other industry. Also we have to battle issues that WE CANT CONTROL, such as Weather and other Govermental Agencys like ATC. While doing all this, we still have the same problems as ALL

other businesses such as NORMAL LABOR PROBLEMS, Competition with other carriers and General Mechanical or Equipment problems.

Im sure if the majority of people used BUSED & TRAINS instead of

Airplanes, we would be hearing how they BREAK DOWN too often & everything. Feel free to comment back to me & I will be glad to offer any more info you would like.
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