We missed our flight out of San Antonio to Tulsa to Denver because of a series of failu...

GetHuman1387007's customer service issue with Frontier Airlines from October 2018

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The issue in GetHuman1387007's own words
We missed our flight out of San Antonio to Tulsa to Denver because of a series of failures on Frontier’s end to communicate with us. At *:** this morning, we got an email saying the flight would depart at *:**pm, then at **:**am we got a new estimated departure time saying we were to leave at *:**pm. In light of this, we were through security at the airport by **:**, and checked with the attendant at the gate who informed us that the time to be at the gate was *:**pm. We were waiting in the food area about ** yards from the gate that had no visual on the gate but we could hear announcements. Again, I asked the attendant at the gate what time we were to start boarding and I was told *:**, which apparently is not a valid source of information. We received no emails or displays told us that it was leaving earlier than on our printed boarding pass. No airport Departure boards said anything beyond “Delayed” for our specific flight. We were checking these boards throughout our meal, checking our emails, and apparently the microphone is not working at gate A* so we heard no annoucements. The estimated departure times were constantly changing and we were actively keeping up with updates on our flight as they were communicated to us. However, at *:**pm, this flight left and because Frontier did not communicate the updated boarding times over the loudspeaker of over email, we missed this flight. At a bare minimum, I would like a partial refund, but without a refund of our tickets we will not fly Frontier again. This is absolutely unprofessional to push a flight earlier and have no notifications sent to our registered email, and to not have be able to contact us in the airport, or at least put the new time on the Departures board in the terminal. I expect a genuine response to this series of mishaps that has caused us to buy a separate flight (as the line for the frontier desk was an hour wait minimum and people in that line were already missing flights from other poor communications) to get back to our work to not cost us more money. Had we received an email, or had the times been updated in the airport, or had the flight not been pushed earlier (which is problematic for a variety of reasons) this would have been on us. However, this is ridiculous and unprofessional and we expect a response to compensate us for the company’s series of failings to communicate.

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Frontier Airlines

Customer service issue
Reported by GetHuman1387007
Oct 21st, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 3081 others
0 customers following this

Timeline

GetHuman1387007 started working on this issue
Oct 21st, 2018 8:40pm

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