Today was the start of our spring break vacation. We decided to go to Scottsdale as we often do for spring break. After a record Denver snowfall winter, we are ready for some sun. So we get to DIA this morning 2 hours and 30 minutes early. We don’t want any issues so we get to the airport with plenty of time to spare.. or so we thought…
(click to enlarge)
When we get to the Frontier counter, or should I say the mass of humanity near the counter we are redirected into a line that ropes around the airport over to the West side of the airport. For those who don’t know DIA that is a long line, in fact I would estimate it to be 100 to 150 yards long. For those who are familiar with DIA this area looks down on security where there was no line. Probably 10 minutes to get through security...
Exactly 2 hours later we arrive at the electronic check in kiosk that promptly tells me to go fuck myself. Now during all this time my assumption was along with all the other people in line that if Frontier was having this many problems processing the SEATS THEY SOLD, then they would likely delay the outgoing flights.
Wrong, after the automated kiosk got done assaulting me, Justin Baley started. Justin takes our tickets and informs us that WE have missed our flight. I informed him that THEY had missed our flight. I looking at my watch and noticed we still had about 25 minutes before our flight was due to leave. For the next 10 minutes Justin argued with us about it being impossible to get through security in 25 minutes. At this point I direct you to the photo of the security line (click to enlarge). Finally, he beats us into submission that in fact, yes, NOW it is impossible to get through in 10 minutes.
Hold on, wait for it………then Justin informs us the only flight he can get us on is Monday afternoon.
Ahh, this is Saturday morning. WTF? You have to be kidding me. They created this fiasco, not me. Justin got all bent out of shape at this point and told us “Your not going anywhere, if you keep talking like that”. Wow, now there’s a threat, you aren’t going to send me to the destination you aren’t going to send me to. He then suggested that we rent a car and drive to Phoenix (a 12 hour drive).
As I was about to climb over the counter to discuss this further with Jason, a manager came over and took control. She called Customer Dis-service and they managed to construct several scene’s from Planes, Trains and Automobiles involving regional jets to New Mexico and flights after dinner on other carriers, turning a 2 hour flight into an 8 hour odyssey..
We are still in Albuquerque at a bar in the airport, “where its getting better”, but we aren’t there yet.
So today starts the official first day “Waiting for my apology from Frontier Airlines”.
Bottom line, they simply got greedy. They booked more flights and people out of Denver on the first day of spring break then they could possibly handle. I have said before in this blog, the mark of a good service company is not what they do when things go right, but what they do when things go wrong. Frontier charged people to rebook flights, they sent people home to return days later, and they never said they were sorry. I had to almost get thrown out of the airport to get an adequate solution.
They hosed it and the customer paid the price. The flight home from Phoenix will be the last Frontier flight I take if I can possibly avoid it. Grizz stuck it right in me today.