Overall, the staff at the airport and particularly on the planes have
been good.  I agree with you there.  The planes are comfortable and
before I experienced their version of customer service, not once, but
a few times, I also recommended them.  They fly to two destinations
where I have family and my on board experience was good.

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