Frontier released PII - Need a competent CS/HR contact
 

Hi FT,

I need some help getting in touch with someone above the base level customer service rep at Frontier. A few months ago, I submitted a comment - whistleblower kind of stuff - through their web form to customer service, which, long story short, resulted in the release of personally identifiable information which adversely affected me in my workplace.

I know that's short on detail, but I've been trying to give Frontier the benefit of the doubt and let them set it straight before I start release details publicly. I'm starting to get at the end of my rope, though. I've tried getting in touch by phone, email and Twitter, asking if I can speak to a manager as it relates to the release of PII by someone on their support team. Twitter went unanswered, the lady on the phone was patronizing, and they've ignored my email. Doing it locally (at the airport) is not an option due to the nature of the original situation. I probably would've just said "screw it" by this point and gone to Consumerist, but having worked in the airline industry for a while, you try to stand by your own. Up to a point, at least.

So, this is their last chance. Could anyone in the FT community get me in touch with somebody who'll take this seriously? I'd prefer upper management if possible, since most companies' execs seem to understand bad media and potential lawsuits better, but I'll take something lower than that as long it's a individual name (not group email). Preferably someone that an FT member has had individual, positive contact with before.

Feel free to contact me via PM if it's not the kind of information you'd want to disclose in an open forum. I'll monitor this thread as well, of course.

Thanks guys.

Why don't you talk to a lawyer? What are you trying to get out of the process? Threatening to sue tends not to turn a lot of heads these days as everybody threatens to sue for every little reason.

I sent you a private message. Check it out...

I haven't threatened to sue though, and don't intend to. I'm not a litigious sort of guy, and it's not worth it. I just want an apology, and to know that it'll get taken care of. It goes beyond just accidentally letting a few personal details slide, but like I said, it's not the right time to go beyond that in details. I know, I know, hard to comment on it much without knowing more.

Will do, thanks.

I'm thinking the OP might reach a wider audience if this thread was moved to OMNI. The thread title could be modified to something like, "OMNI Advice Clinic: Frontier released PII - Need a competent CS/HR contact" to attract attention. Say the word ...

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essxjay
F9 moderator

Okay so which department is involved? CS, ramp, inflight, pilot. What level are you seeking? What kind of info was released? Personal info is not enough, ie credit card, SSN, demographic all go to different departments. Do you want Republic Airways Holdings management or Frontier management?

I'd appreciate that, thanks. I've trolled on FlyerTalk and occasionally posted another a username for some time now, but wasn't sure where this would fit best. Thanks EJ.

Customer Service was involved, and the information was released by both a base-level employee (that is, the people who you'd be in touch with if you called their 800 number or submitted something on their web form) and a manager. That's why just going back to CS isn't working for me, as it's the same people who caused the problem. I'd like to speak with someone above that level, who'll actually be in a position to respond appropriately instead of listen and say "Hmm, that's no good" or offer me a $30 voucher. I'm not looking to benefit financially, or get miles, or whatever. I realize that I'm being cryptic, but I'm in the awkward position of not wanting to reveal more about it than I really need to in order to get it resolved.

I can't be more specific about what was released. It was enough to be damaging to my career (actual damage, not potential), not just something like a slipped SSN or credit card number.

As for Republic or Frontier management, I was hoping that FT users would advise me on what they think would be best.