A new analysis of the nation’s 10 major airlines ranked Frontier last, citing high rates of “bumping” passengers involuntarily off flights, customer complaints, and fees for bags and changed flights.
has hit more turbulence for troubles that, despite relatively low fares, have shaken relations with travelers.of the nation’s 10 major airlines ranked Frontier last, citing high rates of “bumping” passengers involuntarily off flights, customer complaints, and fees for bags and changed flights. This seventh-annual report found that all airlines deteriorated in their performance with overall complaints increasing in 2022 by 87%.
Frontier offers relatively low base fares but no longer makes agents available by phone in a booking process that seeks fees for services, and sometimes at airports travelers must agree to pay a fee to talk with a check-in counter agent. Online “chatbots” automated responses to common questions and “live chat” online messaging allow a form of interaction.
Do fliers always have to pay to speak with a Frontier employee at the ticket counter? “It depends,” de la Cruz said via email. “If it is something they can easily do themselves on their phone/online, then, yes, there is an agent assist fee. If it is not something they can easily do on their own, there is no charge.”rather than rely on the online “chatbot” and “live chat” options? “We do not have plans at this time to move away from chat versus voice calls.
Weiser contends air travelers booking tickets “should enjoy a reasonable expectation of being treated fairly, respectfully, and consistently by airlines.”
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