Frontier Airlines is apologizing after a mass email went out warning of unspecified flight itinerary changes…the email was sent in error.
An Unwelcome Email From Frontier
Friday evening, a mass email went out from Frontier Airlines. It was entitled, “There has been a change to your upcoming flight”. There was also a reservation code in subject line.
But the email did not mention what the change was. Instead, the email simply said:
Dear Valued Customer,
Frontier Airlines has recently made a change that affects a portion of your itinerary. Please contact Frontier Airlines to speak with an agent about your reaccomodation options.
As a valued customer, your satisfaction is one of our primary concerns and we apologize for the inconvenience this change may cause.
Thank you for choosing Frontier Airlines
The Frontier Team
Note the 801 number is a not a toll-free number. Frontier’s phone lines immediately became clogged. Passengers, many with Thanksgiving travel this week, became frightened. When customers encountered busy signals or voicemail boxes, some panicked. Imagine having bought Frontier tickets well in advance and now facing the prospect of buying pricey last-minute Thanksgiving tickets.
Frontier Apologies For “Error”
It turns out the emails were sent in error. Frontier apologized for a “technical problem” that venerated thousands of schedule change emails.
Yesterday, a technical problem generated an email to some customers stating their upcoming flight was cancelled. This email was sent in error. We sincerely apologize. You may confirm the details of your trip by entering your confirmation number on our website.
— Frontier Airlines (@FlyFrontier) November 22, 2019
We’ll probably never know what caused that email to go out. But I can certainly empathize with the many travelers who skipped a heartbeat after receiving this email during dinner. Cryptic emails followed by an inability to reach the airline by phone would have upset me as well.