Last updated: 12:00 PM ET, Fri March 13 2015

Frontier Having Difficulties In Transition to New System

Airlines & Airports | Rich Thomaselli | March 13, 2015

Frontier Having Difficulties In Transition to New System

A week after first alerting customers to issues with both its website and call center, Frontier Airlines was still having problems with both on Thursday as it transitions to a new reservations system.

ABCNews 7 in Denver, where Frontier is headquartered, and both reported problems the airline is facing with incorrect flight information on its website and delays – sometimes in the hours – on its toll-free phone line.

Even onsite at Denver International Airport there were technical problems with Frontier’s kiosks. Airline spokesman Todd Lehmacher told ABCNews 7, "We strongly value our local Colorado customers and the last thing we want to do is keep them from flying Frontier. The leadership team of Frontier – most of whom are new to the company in the past six months – are absolutely committed to improving the customer experience. We realize that a low fare also needs to come with a promise of reliable service.”

Frontier dropped out of the Airlines Reporting Corp. (ARC) effective Saturday, March 7, and began to utilize Navitaire’s New Skies passenger services system and will go completely ticketless. The airline on the same day sent out this message via social media: “We're experiencing difficulties with our call center causing calls to drop. We're working hard to fix the issue, please try back later.”

But customers said the airline’s website has incorrect flight information posted, and that calls to its call center are resulting in long delays being kept on hold. One man told that he had a 27-hour delay when trying to return Tuesday from Orlando to Cleveland.

"It's a little bit messy when you go through the changes," Frontier spokeswoman Tyri Squyres told "We're working really had to make things better. We've been problem-solving around the clock the past few days."


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