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I was excited about Frontier Airlines both as a customer and a
potential investor; however, until they install a professional
customer service organization with escalation procedures and a
customer relations department who serve as true customer relations
rather than  "documentation" specialists," their seemingly attractive
airlines mileage program will cease to attract fliers. After more than
one unsatisfactory "customer service" contact with them, (their word
is account maintenance or customer relations documentation
specialist"), I googled them to determine whether my contacts were an
anomaly. They aren't.  Frontier’s marketing has out performed their
operations by leaps and bounds.  J.D. Powers rates their Flight
Reservations/Scheduling as 2 stars out of a potential 5, even with Air
Tran’s 2 stars, and behind Southwest's 3 stars and Jet Blue's 5 stars.

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