"I can't believe you are still in business if this is how all customers are treated. What I need and all the other families need is for you to make it right, which doesn't seem likely to happen," posted one irate customer.
Another customer, April Ream, said she is "very disgruntled and a refund is not enough to compensate for our losses. They should have put a 'stop sell' on the tickets and then fulfilled the obligation to the customer[s] who have already paid."
The Denver Post reported Wednesday the flap began when Frontier scratched the route from its schedule due to low demand. Customers were even more upset because Frontier said the promotional fare was so low it could not find alternative options for customers with tickets, so the airline offered refunds instead of helping them with alternative travel arrangements.
"It shows that Frontier is doing a miserable job of taking care of the people who actually have chosen Frontier for a trip. Frontier wants to be perceived as a good, efficient airline, but this simply puts more doubts in everybody's minds," said public relations consultant Robert L. Keyser III.