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Frontier Does it Right

« H E email
posted Tuesday, 12 August 2008

With all the new fees and frequent flyer program changes going on, it's refreshing to see an airline doing the right thing and communicating directly with its customers rather than relying on the media.  Today Frontier Airlines sent an email to its Early Returns members from their President and CEO, Sean Menke.  It is a good but all too uncommon example of an airline thinking about and communicating with its customers.

The timing is pretty good, as in USA Today there was a big story on the increasing financial pain being shared with (inflicted on) passengers by the airlines.

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comments (1)


1. Todd Wilson left...
Wednesday, 27 August 2008 8:02 pm

While Frontier's online CRM program is a little lacking overall, this is a great example of how they continually take the interests of their most loyal customers and their brand into consideration. Their Early Returns program is still one of the best and easiest in the country.

Most airlines as they continue to roll out their "unbundling" of services are pounding their own brands by making buying a seat more complicated than trigonometry (with the clear exception of Southwest, and kudos to them for keeping it simple). Unbundling makes sense to the internal financial teams, but no amount of spinning it as "giving fliers more options" is going to make it pretty. It's still lipstick on a pig. Frontier (and others) would be wise to keep it simple as well.