Travelers wait to check in for their Frontier Airlines flights at Denver International Airport on March 20. (RJ Sangosti, The Denver Post)
Re: “Complaints against Frontier on the rise as DIA outsourcing finalized,” March 22 business news story.
I’m no MBA, but it seems to me that Frontier Airlines’ strategy is to transform an airline that had good service but lost money into an airline with poor service that will make money. Personally, I think the lousy-service airline market is already saturated and might not accommodate another entrant.
And while I appreciate that destroying employee morale is an essential part of the cost-cutting playbook, I wonder if that, too, is a prescription for success. My last Frontier flight was four hours late. New, outsourced gate personnel demonstrated exceptional skills in ignoring frustrated travelers. Frazzled flight attendants said “sorry” more than “seat belt.”
Yet a Frontier spokesman quoted in your article said, “This has been the best technology cutover in the past decade … .”
If it would help Frontier to be what it used to be, and make their cutover even better, maybe they need to outsource their spokesperson. I’ll peddle any fantasy they desire for half the price.
Dan Danbom,Denver
This letter was published in the March 29 edition.
