Emily K.

Frontier is the worst functioning business I have ever had an interaction with. I dont know how they spread so much disappointment and rage and still manage to stay in business. Our flight to Cleveland was one of hundreds canceled out of Denver the weekend before Christmas, but not before it was moderately delayed so we still had to get up at 3am and drive two hours through the mountains in the off chance that it left on time. They tried to claim it was weather related so they wouldnt have to comp any hotels or more expensive tickets for the thousands of people they screwed over, even though it had been beautiful for days and no other airlines were having these problems. Lines were horrendously long to talk to customer service and remedy our canceled flight. We were the lucky few in the first thirty people or so of the line and only waited a little over an hour. Other poor souls were hundreds of people back in line and, if they are finally done waiting two days later, should sue for emotional distress damages. When we finally got up to the service counter, the customer service agent seemed like she could care less and just wanted a nap. She was not helpful at all. She had no recommendations for us. We were told we couldn't fly into Cleveland until Friday! (Mind you, this occurred at 9am Monday) We finally got out of her that we could get tickets on a flight to Cincinnati, but that was only after we asked about flights to 4 other cities. She was completely unforthcoming with any helpful information.
Upon asking about our luggage that had been checked to Cleveland, we were told that our checked bag would be taken off the canceled flight to Cleveland and we could pick it up at baggage claim, recheck it on the new flight to Cincinnati and go back through security. When we arrived at baggage claim there were hundreds or suitcases strewn around the carousels. After waiting half an hour (at this point our flight had been canceled for about 2 hours already), I was told that our bag was going to go to Cleveland anyway, despite the fact that the flight was canceled. I was ready to leave baggage claim on that knowledge, when my husband talked to someone else who said to wait there and the bags would come up on the carousel in about 45 minutes. Now we had conflicting information and we had to track down someone else to confirm which was correct. It turned out our bags would indeed be showing up. Get your story straight people! How does a company allow an employee to go around telling customers completely false information? If I had relied on that information my day would have been even worse! From the time the flight was canceled to the time the luggage made it back to baggage claim was almost three hours!
After checking our bag to Cincinnati, the plane to Cincinnati ended up being 5 hours delayed! At one point, it was delayed a half hour every half hour for three hours. Get it together people! Don't string someone on like that. As hope that we would make it to Cincinnati that night and still be conscious enough to drive to Cleveland ebbed away, we started looking for other options. We ended up getting on a standby list for a flight to Columbus and getting on that plane. With all this bouncing around between flights, I was told we could fill out a form directing the airline to ship our bag to us in Cleveland when it landed in Cincinnati. When we landed in Columbus I asked a frontier agent where I could fill out the form. She didnt know what I was talking about! She told me to call customer service. More conflicting information, imagine that. I called customer service and proceeded to wait on hold for 2.5 hours! Yes, the entire drive from Columbus to Cleveland consisted of me waiting on hold with Frontier customer service. But wait, theres more! Upon talking to a person, she told me my bag had actually been pulled off the Cincinnati flight when it was discovered we were no longer on it and was in Denver. She took the address for delivery and said the bag would be overnighted. Imagine my surprise when I got a voice mail the next afternoon saying I had to call Frontier baggage at Cincinnati and provide delivery information because our bag was actually in Cincinnati! Six hours and 20 phone calls later, I was finally able to talk to someone who said my bag did, in fact, make it to Cincinnati and I had to give them delivery information to ship it.
Does no one know anything? Who spreads all this false information to so many employees? How is it that one company can have so much conflicting information? This fiasco is the absolute epitome of incompetence. And my story is better than some others. I made it home that day. The same cannot be said for everyone Frontier screwed over this past weekend. I hope these atrocities indicate a company in its death throws that will soon be nothing but a distant memory of anguish and a warning to others how not to run an airline.