We had been told that if you make changes the Airport desk is always able to help you easier than the people over the phone. We found out my daughter's graduation with her Masters was actually the next day after our flight (GCU has multiple graduations all week)and we would miss it so we drove 40 minutes to the airport Wednesday to try to change the tickets. My daughter who would be graduated and I waited for 1.5 hours in a long line. Even though we were only about 7 people from the front and there before the 2-hour requirement of the next flight and before the counter opened, I was told I had to WAIT until they had helped everyone on the entire flight before they would help me. I asked again after an hour and I was still denied help. I also called on the phone and the computer asked if I would agree to a change fee for help over the phone. I agreed, but had no idea what the fees would be, so this is not a fair way to do business. You are agreeing to an open-ended number when you say "yes." When it seemed like they weren't going to help me over the phone unless I paid a lot more money for new flights (I had bought insurance too) I figured I had already been waiting an hour in the airport so I might as well continue waiting based on being told that the airport desks help you more. Finally, after everyone had been helped a clerk started to help me. She proceeded to pull up my confirmation number on my younger daughter's one-way ticket and switched the flight to Saturday morning. Then she pulled up my confirmation number with 3 people traveling and said she switched it, the other co-worker had her come to his machine and help with something he had been doing for a gentleman. He tried to finish up our confirmation and then she came back. She was asking him questions about why it didn't have any fees showing up and neither knew why...they both seem confused but didn't question it. They told me that the confirmations I had would still be good and to use them for checking in. I asked for a printed confirmation because I was very skeptical. I was told they couldn't print anything and couldn't print boarding passes until 24 hours before. The woman and man both said it was fine and I didn't need one and then PROCEEDED TO TURN THEIR SCREENS AROUND TO SHOW ME THAT WE WERE ON THOSE FLIGHTS.
While I was sitting and waiting for the graduation to start I checked my email and saw that I only had one confirmation for Check-In and that was for my younger daughter. I immediately panicked and called Frontier and talked with someone on the phone who said they couldn't help me and that I needed to go into the airport to get help because the 3 tickets showed up as "no shows" and they couldn't do anything for me. So after the graduation, we drove to the airport again and I waited in line again for help from the Frontier clerk and we actually got the same man who was helping us on Wednesday night to change the flights. He proceeded to say he couldn't do anything to help us even though we reminded him of what he had said that everything had been changed and we would use our same confirmation numbers. We then asked for a Supervisor, she came over and said its because we hadn't paid a change fee. Well on Wednesday when we were there both clerks were puzzled about the fees not coming up. Either they did not know how to change them or they didn't finish processing the second confirmation in the computer and that is why it didn't stay changed. Because we had seen it with our own eyes on the computer screen. The clerk should have owned up to the problem and what had transpired. Instead, he just wanted to act like we were lying. If they review cameras at the airport at that time on Wednesday afternoon they would see the whole 1.5-hour wait for us to get help and also the clerks changing the reservations. Instead, this problem ended up costing me for 3 new tickets to the cost of $1, 190.00. Which is not my fault. The Supervisor at the airport was not helpful at all.
Also, to make all matters in this craziness worse, my daughter, the one traveling home with us on the first confirmation also ended up with fever, chills, sore throat and nausea. She ended up using over the counter medicines due to the fact we were preparing for her sister's graduation and traveling for her grandma's 80th birthday celebration. It was extremely hectic, trying to drive to the airport for help twice (once on Wednesday and once after the graduation when the person on the phone said they couldn't help me and that I would need to go back to the airport since they originally helped me) this involved once again another drive across town in traffic and a wait in line. We were trying to get some help at the airport and never truly got the help we deserved. We ended up having to wait until Monday for Frontier to get us 4 tickets on a flight together and had to take 3 flights to get to Raleigh, North Carolina. We couldn't have split the tickets with the one leaving on Saturday and the others getting in on Monday, due to we all needed to drive back to Virginia where we live and work together.
Add your opinion