There are a lot more comments but this gives you the general idea, at every turn Frontier Airlines spouts policy instead of using this as an opportunity to reach out and win potential customers over.
Here is how they handled her baggage:
Jonna Borough Wilson "Jonna, her bags will be held in our Baggage Service Office at her destination. They can be retrieved once she arrives. ^JR" No one seems to be in the baggage claim area to help us retrieve her bags. What now? Will they be delivered to our home?
And in response to a suggestion that they take 2 seconds to call out the names of anyone who has checked in but not boarded:
Frontier Airlines Miriam, Minors names are not called, they are escorted on before. Our unaccompanied minor ends at 15 unless a parent wishes to have them escorted. ^BZ
Not only did they handle it badly initially but they made her pay a fee to change her to the later flight which was then delayed for three hours and didn't offer any concessions, no food vouchers, nothing. I am utterly APPALLED that Frontier Airlines doesn't train their personnel better than this and that policy is more important than customer relations.
This is the kind of behavior that loses you a LOT of customers, I know that I won't go near them with a ten foot pole now and I'm going to make sure that others know to never use them either, thankfully in this world of technology and communication her FB post being shared by many and even my little post on my little blog can together be seen or shared with enough people to make a decent dent peoples awareness of how some companies treat their customers; as numbers instead of people.
This post was shared with permission from the original poster. The daughter she refers to is her daughter in law.