As the most reliable and balanced news aggregation service on the internet, DML News App offers the following information published by TheHill.com:
An email accidentally sent out this week from Frontier Airlines spooked flyers across the country ahead of the Thanksgiving travel rush.
The subject line sent to fliers read “There has been a change to your upcoming flight,” although the email did not detail what the change was or which part of a trip was impacted if customers booked a round trip, USA Today reported.
The article goes on to state the following:
But the email allegedly made some flyers believe their travel plans were canceled because it directed them to Frontier’s “rebooking hotline” to seek “recommendation options.”
Frontier posted the following statement on Twitter Friday morning: “This evening, a technical problem generated an email to some customers stating their upcoming flight was cancelled. This email was sent in error. We sincerely apologize. You may confirm the details of your trip by entering your confirmation number on our website.”
This evening, a technical problem generated an email to some customers stating their upcoming flight was cancelled. This email was sent in error. We sincerely apologize. You may confirm the details of your trip by entering your confirmation number on our website.
— Frontier Airlines (@FlyFrontier) November 22, 2019
Ticket holders were not happy. See some of their responses below:
You can post about this problem on social media but not send out a follow up email to everyone involved?!? Worst customer service ever. Thanks for making me sit on hold for an hour and a half this morning for my flight tonight only to find this post
— Jason (@Jason96285553) November 22, 2019
@FlyFrontier why did I get an email saying there are changes with my itinerary and when I call your numbers they are all busy!? Not good
— Nicholas DiNapoli (@di_napo1) November 22, 2019
I almost freaked out and looked up online and landed up here. I almost thought you ruined by thanksgiving plan!! Why don’t you also take a look at the technical glitches on your website? Hire a web developer to fix those abrupt logout issues during navigation between the pages.
— Sivarama Krishnan (@kvsrkrishnan) November 22, 2019
I don’t know who handles the communications fir this company but this should’ve been addressed with more clarity and detail sooner. As a result, your poor customer service agents are drowning!!
— Dena Gill (@DenaGill2016) November 22, 2019
It would be nice if your PR team sent a follow-up email out. This is a stressful travel week. Being on hold listening to weird elevator music for a long period doesn’t help. You could also put a recorded message on the hotline, too.
— Rebecca (@beckers46) November 22, 2019
Frontier just upset thousands of customers with this. Phone lines are down. Why don’t you have email support? For hours customers had zero communication with this airline…Many called their credit card company to cancel. Frontier needs to do better!
— Alfredo (@Alfredojeffries) November 22, 2019
— The Hill (@thehill) November 22, 2019
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