Dear Frontier Airlines:
I recently had my first experience on Frontier flights. It will also most emphatically be my last. Let me explain why.
First, when I visited your online site to check into my flight, I discovered that there is a US$30.00 charge for every carry-on, per flight. That was never mentioned when I originally purchased my ticket, and that alone seems deceptive. The bigger problem though is being charged for a small carry-on. I’ve flown on many airlines, to many different destinations. I’ve been on very long international flights, and short commuter flights. I have never been charged for one carry-on on any other flight.
What is more, the carry-on I had with me was regulation pilot-size, more than small enough to meet the requirements for carry-ons on your flights. Your baggage receipt labelled my small carry-on as ‘excess baggage.’ I do not regard one small pilot-size suitcase, plus my handbag, to be ‘excess.’
As though that fee weren’t enough reason to choose never to fly Frontier again, I had another unpleasant surprise when I boarded the flight. I discovered that Frontier charges for everything consumed on board, including water, coffee, tea and juice. The risk of dehydration during flights is not a trivial one; it is avaricious, penny-pinching and worse, heedless of passenger safety to charge for these beverages. That is especially true for passengers who must take medications with liquid. Again, I have been on a wide variety of flights, both very short and very long. Never, on any flight, have I been expected to pay for water or coffee. And again, this was not indicated when I purchased my ticket.
It might be one thing if this was just my own experience, but as it turns out, I am not alone in having serious problems with Frontier. A friend and his wife also recently took a Frontier flight. They discovered when the flight landed that the handle of their brand-new suitcase had been completely broken, so that the suitcase could not be moved. The Frontier representative with whom they dealt informed them that there would be no compensation for that damage, although it had happened while the suitcase was in the care of Frontier’s employees. The legalities of responsibility aside, it shows a serious lack of customer service that Frontier, through its representative, did so little to make this situation right. Something could, and should, have been worked out to satisfy these paying passengers.
Today’s airline customers have a number of choices. So, aside from safety, customer service and comfort should be top priorities for every airline. That is particularly the case for passengers such as my friend and myself, who travel regularly, and who willingly comply with all safety regulations and other airline policies. It is clear that Frontier regards neither customer service nor comfort as a priority.
Since I have choices, I will exercise them. Under no circumstances will I ever board a Frontier flight again. Further, I will strongly encourage my employer’s travel planner, who is responsible for most employees’ flight arrangements, to cease suggesting Frontier. This is a potential loss of hundreds of passengers, since I work for a large employer. I am also using all of the social media tools at my disposal, as well as word of mouth, to share my experiences. I hope that by doing this, I can spare as many people as possible the same difficulties I have encountered on Frontier.