Hopefully, their new management change will bring their operations up
to the speed of their marketing efforts for long term growth and
profitability.

As an investor in the airline and a customer who for both business and
pleasure logs a number of flight miles every year (not necessarily
solely on Frontier) I am continually impressed by the countless number
of Frontier employees who go above and beyond to provide a positive
experience for every customer.

Sure, there will always kinks in the system to work out, and there are
bound to be poor experiences, after all they are an airline, and they
do have customers. Unfortunately not every experience is going to be
an outstanding one, however, compared to other airlines I have spent
time flying, Frontier is consistently amazing.

Compared to others in their peer group, Frontier far exceeds other
airlines in important categories such as on time performance, revenue
seat miles, and ASM growth. I feel that a major part of Frontier’s
continued growth and profitability lies on their ability to execute
nearly flawlessly when it comes to customer service. Their service
organization makes this airline one that I am not only proud to say
that I am an investor in, but also, a customer of.

Frontier's recent management change will provide a needed re-
energizing to the employees at Frontier, however I feel that so many
of them are already extremely devoted to their customers, that re-
energizing can only continue to build upon the solid foundation that
countless employees have worked to ensure stays successful for many
years to come.

I continue to tell family, friends and acquaintances about the
positive experiences that I have had with Frontier Airlines, and I
hope that many others will continue to share what makes Frontier the
true, "Spirit of the West."- That may be an old marketing slogan...
but I like it!

However, their structure and processes of customer service and
customer relations on the phone fail. (Customer relations which is
being used as an escalations dumping ground at Frontier  will tell you
that they just document the complaints--that is their structure.)
Their telephone operations haven't kept pace with their growth and
their telephone staff don't identify with the meaning of the term
customer service.

 I have a great deal of expertise in customer service as the bulk of
my career is in all facets of customer service including senior
management.  I have built and restructured customer service
departments to work as customer advocacy departments, and Frontier's
J.D. Powers 2 star delivery of customer service on the telephones is
not just a kink in the system.  They badly need an effective
escalations path and an executive escalations staff who can use
independent judgment rather than a herd mentality.  If you're with
Frontier, I've just provided you with a good start at defining
issues.  If you're a happy Frontier customer and investor, I wish you
the best!!

 I