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.