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Frontier Airlines: A Customer Support Cautionary Tale

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Frontier Airlines: A Customer Support Cautionary Tale

March 13, 2015

  By Maurice Nagle, TMCnet Web Editor

Nowadays, the customer experience is more important than ever, the viral nature of negative customer experiences can prove quite damning for any business. While the front line of customer service for many are call center representatives or store clerks, customer support software is an essential ingredient to a positive customer experience.

It’s one thing if you walk into a store, purchase something, experience some buyer’s remorse and return said item the following day. What if the business is an airline? Stories of missed flights, broken or lost belongings, rude flight attendants, the list goes on. Many (by many, I mean nearly 15 million people) have viewed the below video made by a musician that had an unfortunate incident while flying United Airlines.  

Broken items are one thing; what if you were put on hold for six hours after your flight was cancelled? Yes, that really happened to someone.

Most recently, Frontier Airlines experienced a bit of turbulence in its transition of reservation management software that had been providing customers with the incorrect airport and flight information, sending passengers to the airport hours in advance. This isn’t even the worst part.

Imagine booking a flight to find out that not only had the flight schedule been changed but now because of said alteration in flight plans you will miss out on valuable vacation or family time.

Frontier’s customer service software transition reportedly began Friday March 6 around 10 p.m. and finished at approximately 2 a.m., transitioning from Sabre (News - Alert) to Navitaire’s New Skies.

"It's a little bit messy when you go through the changes," Frontier spokeswoman Tyri Squyres told "We're working really had to make things better. We've been problem-solving around the clock the past few days." 

To get an idea of what glitches in its customer service software have resulted in for Frontier just take a peek at the airline’s Facebook page.

It’s unfortunate, but Frontier Airlines serves as yet another example of worst-case scenario customer service and it was all caused by a rocky customer support software transition. Enterprises be warned, consider this cautionary tale another log on the angry customer – could’ve been you – bonfire.

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