Things happen. Weather delays flights and equipment fails. I think most reasonable people understand these occurrences. What is unforgivable in this day and age is an organization that will not own it’s failures and simply apologize.
My first experience with Frontier was on Dec. 30, 2014. Our flight from O’Hare to Tampa was delayed three hours because of weather in Denver. Ok. When we arrived in Tampa luggage was delayed for 90 minutes due to technical difficulties. Ok. At 10:20pm I find out my luggage is lost. It happens…but the employee is unclear with the process only took our information.
The next day, we heard nothing prior to 12pm (we were leaving on a cruise the next day and needed our luggage). With no contact, I went to the website (not set up to make contact easy) and got the corporate number. A recording made it clear I needed to hang up and call a different number. I call that number and make all the numerical choices only to get a voicemail promising a return call. No call. I emailed through the website. No return email. I then spent $185 to buy a couple changes of clothes for me and my wife for the cruise.
The next day, I went to the airport before my cruise. I finally reached someone by phone to be told they didn’t know where my luggage was but they were looking. Still no apology.
Finally, they called on January 2nd (3 days later) to say my luggage had arrived (of course, I was on a cruise without it and didn’t get the message until today). I picked up my bag today. No apology. They did however try to joke that I was hard to reach!
Never again. I’m not even using the return ticket. I will pay Southwest to make sure my luggage gets home when I do.
Home Frontier Airlines review by James 2015-01-06
