Call Center Wait Times
 

I had the misfortune of calling reservations today regarding an upcoming schedule change. 1PM, total wait time 54 minutes.

For the last two years the call center was suppose to improve.

I find 54 minutes on a Saturday unacceptable. No weather issues. What's the excuse? The CSR informed me they were "very busy". 54 minutes reminded me of the summer of 2008.

Frontier is doing an excellent job of keeping me on the C concourse.

Ugh, it's frustrating. Especially since one of the reasons I've had to call is due to a 2 minute schedule change. A couple of weeks ago I had to call, waited for 30+ minutes, started fixing the problem with my reservation, then was disconnected. Though to agent did finish up fixing my reservation which was a ^, I didn't realize that until after I spent another 30+ min on hold.

They closed a reservation center in New Mexico and are opening a new one in Milwaukee, but it's probably not open yet.

The call center agents are in there new place in our Milwaukee hangar, also they're finishing up the call center move in Denver. I think the main problem with the wait times is the way schedule changes are handled, the communications are usually sent out around the same time. Meaning that everyone calls in at the same time. So when everyone is is trying to call in about their schedule change, so is everyone else, leading to long wait times.

We are currently in the process of helping to reduce wait times by improving the schedule change process. However this may take a couple of months. Remember we're still merging and working on the high level technology issues. Thank you for holding in there!

Hopefully we can see this feature make it to the website one day! I'm sure you also see a ton of people calling because of the confusion between the different airlines/technology platform. Hopefully we'll see improvement over the next couple of months.

These wait times have been around for the past few years. I've posted on the same subject several times in the past.

I never received any communication about the change, I discovered it by checking on my reservation at the website. The post about everyone being notified at once just isn't factual.

P.S. Seat assignments being lost in the transition, is another point of contention. That's a Whole Different Animal, for another thread.

My experience is somewhat different. I have two separate reservations for later this fall.

(a) I received e-mail notifications (both on the same day) of a schedule change on both of them.

(b) When I logged into my account, both reservations were locked and I was unable to access or change them. I would need to call to access them.

(c) I checked the seat maps for flights on both trips, and the seats I had reserved earlier were showing as available.

(d) About a week later I checked again, both reservations were once again available for online access, and my seat assignments had been restored.

(e) Checking seatmaps again, now the seats I had pre-selected are indeed shown as occupied (by me)

So...you may want to hold off and see if the same thing happens to you. What's unfortunate is that there's inconsistancy and uncertainty. If there's a special circumstance like you very much want an aisle up front, by waiting you run some risk that your preferred seats might be snapped up by someone else. My trips are to Raleigh and DC later this fall, and there's not much danger that the seats will fill up in the near term on either.

It is 8/15/2010 and it is now 2:26pm CST. I have been on hold for 80 minutes and 30 seconds for an existing reservation.

This is 100% unacceptable for any airline, seriously.

Pathetic.

Welcome to the new Frontier. Really, not any different than the old Midwest. Take a look at the competition. I've never seen such horrendous customer service.

The only way to teach Frontier a lesson is to take your business somewhere else.

I think we've been VERY patient with some of these issues. I want to remain a Frontier customer but my time is valuable too! Flying is somewhat stressful to begin with and then you add in all this uncertainty with F9, it's getting harder to stay loyal.

My loyalty left in Summer 2008, when the cutbacks began.

What's up with the cookie comments then? If you arent going to board a Frontier plane, why do you care if the cookies are served warm or not? And by the comment above I would gather that you havent tried them cold and therefor cannot truly appreciate what that brings to the flying experience (positively or negatively)

Those cookies were never intended to be served cold. When the cookie service began in the Midwest Express days, they were always served warm.

Warmed on board, not baked on board. The warming also wafted an odor of chocolate throughout the cabin. If they are going to serve cookies, serve them they way the were designed to be served.

Until Frontier can clean up its act, I'll be much happier flying the competition. 54-80 minute wait times aren't going to win over any customers.

I called today @ 6pm and had a 25 minute wait time. No big deal since I was at work and I had the extra time. Kinda crappy if you were stuck with a dying cell phone

For someone who keeps saying that Frontier keeps them on the C concourse, you seem to have lots of flights booked with the airline. Just saying....