Company response has evolved from
We’re sorry for the incident & are investigating its handling. Worked closely with the family to complete travel on Frontier
to
We're sorry for the situation. Were investigating its handling & taking the necessary steps to ensure that its not repeated.
This story has gotten legs and is all over the place. Customers are saying they cancelled Frontier reservations/will never fly F9 again.
In a way, this reminds me of the flap that SWA went through with Kevin Smith.
Hopefully, this episode will be a learning experience and a chance to refine/clarify policy and legalities, so surprises like this don't reoccur.
This was not a satisfactory experience for anyone involved.
Family has indicated they are planning legal action.