Some Airlines Get It.
Monday morning I had a 6:15am flight on Frontier Airlines. The plane was loaded with passengers and was about ready to depart when the Captain addressed us over the intercom and said we had a mechanical problem. A tire had to be changed. I am grateful they found that on the ground and not in the air. A bit frustrated, the other passengers and I deplaned and found a restaurant in the airport to get some breakfast. About two hours later I re-boarded the plane and had an otherwise uneventful trip home.
Today, I received an unexpected $50 voucher from Frontier Airlines and this e-mail. “We apologize that Frontier flight 416 on 05/27/2013 was delayed due to maintenance. We regret the inconvenience our delay caused you. Our records indicate that you are a valued SUMMIT member of our Early Returns program and because of this we have issued compensation based on the extent of your departure delay, as well as to show our appreciation for being a loyal Frontier customer. Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard future Frontier flights.
Sincerely, Lori Junker
Customer Relations Manager
Frontier Airlines Customer Care Team
Here is my reply back to Ms. Junker,
Thank you for the $50.00 voucher. I appreciate the gesture. It is I who should be thanking Frontier Airlines. You see you got me home safely to my family. Yes, it was an inconvenience to be delayed for several hours. Yet, you had a Captain who made an important decision to fix something before there was a problem. You had a courteous crew and group of gate agents who did their best to reroute those who had connecting flights. I was just going home to Denver. Your airline cared enough to say they were sorry and I appreciate that. Problems happen and Frontier Airlines and their team fixed it. I know the e-mail states the voucher is Nontransferable, however, if possible please pay it forward and donate it to a soldier or his family so they can reunite. I can think of no better thing to do with this voucher since the event happened on Memorial Day. Some companies get customer service and few airlines ever do. Today, you proved that Frontier Airlines does get it.
I am loyal customer of Frontier Airlines www.flyfrontier.com
1 comment:
FOLLOW UP:
Dear Mr. Beck,
Thank you so much for your kindness and understanding.
We were moved by your response to our recent email and while we don’t have a means to donate your ETC to a member of the military, we’d like to honor your request to pay it forward by converting your Electronic Travel Certificate to (2,500) miles, then donating those miles to The Fisher House Foundation. I’ve included more information about Fisher House below.
The Fisher House Foundation
The Fisher HouseTM program is a unique private-public partnership that supports America's military in their time of need. By donating your miles, military men and women who are undergoing treatment at a military or VA medical center incident to their service in Iraq and Afghanistan and their families are able to travel for free.
www.fisherhouse.org
We sincerely appreciate your loyalty to Frontier and are proud to include you as a part of our Frontier Airlines family. We look forward to the privilege of serving you and yours on board future Frontier Airlines flights.
Sincerely,
Carol
Customer Care Team
Frontier Airlines
FLYFRONTIER.COM
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