Social Media Saves the Day!

Social Media Saves the Day!

The last few weeks have been busy around here, to say the least.  After an amazing, brain-overflowing experience at Pubcon Paradise and equally amazing vacation that followed, we returned home to find that we’d lost a family member.  Exhausted from the travel that accompanies leaving paradise for snowy Colorado, the task of planning travel for a funeral on the heels of such a wonderful trip was daunting to say the least.

If you’ve never booked last-minute plane tickets to Middle America, let me just tell you this – they’re expensive.  Like, cost more than a trip to Hawaii expensive.  To go to Milwaukee.  In February.  All whining aside, my mom and I sucked it up and headed to the airport with a near two year old in tow.  After parking and dealing with the fun of airport security with a toddler, we found that our flight was delayed about half an hour.  No biggie, right?  Halfway down the concourse, we noticed that the flight time had been updated.  Our flight was now delayed 90 minutes.  Alright, we’ll just grab something to eat.  By the time we got to the gate to check on our flight, we were informed that the flight was now three hours late, and not only would my mom and I most likely not be sitting together, but that my mom didn’t even have a seat on the plane.  The agent was extremely rude, and not even a little bit sympathetic to the fact that we were not only traveling with a small child, but that we were heading to my grandfather’s funeral.  (More on that in my next post.)  Never, until that moment, had I been met with a rude gate agent for Frontier Airlines.

Enter Twitter.  Those of you who follow me on Twitter know that I’m not afraid to complain about a brand that isn’t treating their customers well.  This was no exception. Color me happy when Frontier responded less than five minutes after my complaint.  Not only with an apology for the treatment, but with a SOLUTION.  Oh, how I love the Internets.  Frontier responded quickly, and they were sympathetic to our situation on top of being extremely helpful.  Funny, less than five minutes after our communication, my mom had a seat on the plane.  Frontier’s customer service didn’t end there, either.  They followed up to make sure the agent confirmed our seats, and then again to make sure everything went well.

Kudos, Frontier.  You made a horrible day a whole lot easier for us.  This is what good customer service is all about.

4 Comments for “Social Media Saves the Day!”
  1. I have learned well from following you. Have had some exceptional customer service from a couple different companies since I have learned the power of social media. It’s unfortunate that it appears to be the only way to get such service is with the threat of everyone learning how bad service can be. I am glad to hear they took care of you and have to say I have always been treated well by Frontier Airlines and have flown them often.

  2. Thank you! I agree, it can be very frustrating. It is nice to know that we do have an avenue for talking to a real, live human though. Yay for the little guy!
    I agree, I think Frontier is a great company overall, and was very glad to see that they listened to my frustrations and took me seriously. It was nice to have that on a very difficult day.

  3. There is certainly power in this approach.

    I also try to remember to say something when things go exceptionally well. I know this works in person when I tell a waiter or a retail clerk that they did a great job. They smile because not enough people encourage folks like that. Social media gives a whole other opportunity to take that idea even further.

    Ok, that said, I am no saint because they will feel my wrath as well if things are “messy”. I am glad Frontier saw the light and did the right thing. I’m also glad you are on the other side of all of the chaos as of late. You deserve a break.

  4. Thanks Frank!

    I agree wholeheartedly. Not only did I send Frontier a thank you to follow up my complaint via Twitter, I also sent them the names of the two gate agents who were very kind and helpful. I also am known to ask for a tech support agent’s supervisor after a helpful call to give them a kudos. I used to work in that industry, and you are right, people complain a LOT more often than they compliment!

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