Frontier Airlines is rapidly developing a reputation as worst airline in the United States and that’s no easy feat considering United and David Dao, and Spirit, normally all you have to do is say ‘Spirit’.
But the former has actually promised not to drag passengers down the aisle and bloody them anymore, unless safety or security is at issue, while Spirit has a new CEO who sued to run AirTran and does seem to be trying to improve its operation.
Over the weekend I wrote about 2 passengers kicked off a Frontier flight after complaining to each other about an 8 hour delay.
Copyright: zhukovsky / 123RF Stock Photo
What I missed was the story about a 12 year old kicked off a Frontier flight because the airline let him board without collecting the unaccompanied minor fee.
The boy was flying home to Cleveland from visiting his grandmother in Tampa. He was allowed to board the flight, but removed by the airline when they determined their system showed the unaccompanied minor fee was unpaid.
- The family thought they paid it “when they bought the round-trip ticket on a third party site.”
- However Frontier maintains it wasn’t paid in advance in both directions.
Frontier has apologized “for the inconvenience and confusion” the parents encountered. And they made perfect use of the passive voice in declaring “[t]here was a customer service failure during this child’s travel experience with us..”
However the non-apology continues,
At the time Frontier made every effort to contact the parents to notify them of this issue regarding fee collection in the absence of a guardian with the child at the airport. We have coached airport team members and ensured compliance with Frontier policy regarding unaccompanied minor travel.”
In other words,
- Sure we made a mistake in allowing an unaccompanied minor to check in without payment of the unaccompanied minor fee.
- And we let the kid board, and his grandmother leave the airport.
- But we tried to contact his parents, they weren’t available, so what were we supposed to do besides kick the kid off our flight?
- And something something about complying with our policies, but notice we don’t say that our policies weren’t followed? Or that we even made a mistake in booting the 12 year old from the flight?
(HT: Ryan Boyd)