Missed Frontier Flight
 

Question about my experience with Frontier. I recently missed a flight because I was late to check in. The reason I was late is a whole other story. I got to the airport about 40 min. before my flight was scheduled to depart but had to wait in line for about 20 min. to see an agent. I knew the rules and figured there was nothing I could do the get on the flight. I was hoping that the flight would be delayed. The agent was polite and stated that security had already put a hold on the flight and that it was on time. He said they could accommodate me on the next flight which departed the next morning. I could not wait the extra day due to business so I purchased a ticket through another carrier and left later that day. I later learned that the Frontier flight departed 2hr 15min after its scheduled time. I called Frontier and asked them what the deal was and they said that they had a crew change which resulted in the delay. My question is if they had to change crews wouldn’t the agent know 20 min. before the flight was scheduled to leave? I have talked to Frontier again and they said they are researching the issue and could probably offer me some sort of compensation. What would the policy be on this sort of situation and what compensation if any would I be offered?

Thank you fellow Flyertalkers for all the responses to my question, they have been overwhelming!


For anyone who may be curious, Frontier has decided to graciously offer a $50 voucher. They admitted that I should have been accomidated on the flight and do not know why I was not. So they admitted they were wrong and offered me a voucher for 1/5 the cost of the ticket I had to buy.

I haven't flown Frontier recently, but based on my experience with Southwest and American, it's not unusual for the computer system a ticket, phone, or gate agent is using to be a bit delayed with information. The agent may be giving you the best information that they have--but that information is not always completely up-to-date. Where possible (especially if you're at the airport and think there might be more recent information), it can help to do a little sleuthing on your own.

Almost anyone who has flown Southwest is familiar with its computer system showing an "on-time" departure at departure time, when the aircraft for that flight has yet to arrive at the airport (and sometimes, has yet to take off from the previous airport).

Similarly, I was connecting on AA through MIA a couple weeks ago and checking out options after a 5-hour delay due to 2 separate mechanical problems (they fixed one, we got on the plane, and then a hydraulic leak appeared, so we went back into the airport while they fixed it). While I was on the phone with an AAgent telling me a particular alternate flight was on-time, I walked over to that flight's gate and saw some unusual activity around the plane indicating a mechanical. So I stayed on my original flight and that other flight subsequently changed planes and was significantly delayed.

I didn't doubt the phone agent was giving me the best information she had--it happened I had a way to get better information. And, of course, as shown by the 2 mx's on the original AA flight, sometimes a plane is delayed more than anticipated. AA thought it was going to be 90 minutes, but it turned out--5 hours.

-Hayden

Anecdotally, flying AA out of SFO after 9/11 was remarkable--at least until I earned status on AA. The economy check-in lines were hours long and simply wouldn't move--on busy days, you could get in line, put your bags on the floor, and that was it. When particular flight times got close, AA would send staff to walk up and down the line: "Anyone on flight xyz to JFK? xyz to JFK?" Then you would go to a separate line that actually moved, so they could get you on your flight.

Once during this time, I had a flight that was part of a long itinerary connecting to Eastern Europe. SFO-DFW-ZRH-BUD or something like that, so I *really* didn't want to miss the flight to DFW. They didn't call the flight and didn't call it. My pulse, my blood pressure, increasing. Finally, about 45 minutes before the flight, I walked over to the coordinator and pleaded my case. After a little discussion, he let me check in at Business (back when SFO had economy, business, and first check-in for AA).

So, the airline generally wants to get you on the flight. It can be helpful to say to agents, or other pax "Oh man, I am so late today, can you help me?" Sometimes they will indulge in schadenfreude, laughing evilly at your misfortune, but sometimes they'll tell you to go right ahead.

-Hayden

Similar Experience
 

I had a similar experience with NWA in IND got into LONG check-in line later than I should have and asked an agent who was wandering around looking for passengers to pull up in line on flights later than mine. I asked if it was possible to move up in the line for my flight, was told no, too late.

I called a friend who was already checked in and waiting for the flight; he told me flight was delayed 45 minutes. Checked with the agent again with my newfound info, still no dice. Waited through the line and explained to the desk agent that I was late for the original time, but I understood that the flight was delayed. Agent checked and confirmed the delay and checked me in for the flight.

Not sure what would have happened if I had not had the inside info...

Moral of the story - I don't think Frontier is unique in mishandling this type of situation...

Pay for quick check-in?
 

I wonder how long it's going to be before some airline gets the bright idea to open up an express check-in line, but charge $10/pp for the "privilege" to do so? Keep it separate from the elite check-ins to prevent the appearance of status devaluation, but extort a premium from the passengers who are facing increasingly bad consequences if they miss their flight, due to the ever-rising load factors.

Hmm, maybe I shouldn't post this idea <delete><delete><delete>...

For me, this used to be the curbside check-in. Avoid the inside lines for the cost of the tips, check in immediately, and the guys were often much more flexible on timing, weight, etc. It's been years since I checked in curbside--and now there are some per-bag charges that go to the airline (plus the tips)...it doesn't seem the same.

-Hayden

Curbsite Checkin
 

Would you go back to curbside if you were in danger of missing your flight and found a large line at check-in (with no status of course)? Or do you feel that not only has the price gone up, but the service advantage has dissapeared?

To me, this does sound like status devaluation, because one of the stated benefits of flying tons of miles on an airline would be just given away to anyone who wanted to pay the $$$ to get it.

Status Devaluation
 

Is it status Devaluation when others have the opportunity to pay for a membership/day pass to a lounge that you get free access to via elite status? You still are getting something for free that they would have to pay for. I guess a lot of this has to do with your own personal feelings as to whether you value the thing you are getting for its tangible benefits to you, or its "eliteness" - the fact that other's can't easily get it.

I think another one of the deciding factors is whether you as a status holder looses anything as a result of their ability to purchase what you get. For my above example of lounge access, assuming that the lounge does not fill up and they don't disrupt or otherwise devalue your free lounge experience, the answer would be no. So under that theory, the "pay" check-in line would not be status devaluation if they entered a seperate line with its own pool of employees working it, but it would be devaluation if they were simply granted the right to join (or walk in front of) you in the existing elite check-in line.

True enough. Day passes to lounges seem to work well because there aren't that many people willing to pay for them that the lounge gets crazy.

In that ideal situation, you're right; it wouldn't be a problem at all. Maybe I'm a cynic, but I just don't see any U.S. airline actually adding front-line employees to implement such a line. Even if someone did, I just think it would entail stretching the current agents further.

Update...

After I expressed my displeasure with the resolution Frontier proposed they have decided to refund the unused portion of my ticket also.