It was with some trepidation that I dialed the 800 number for Frontier Airlines. When asked if I wanted to speak to an agent, I said yes and two rings later, there was a helpful fellow on the line. It quickly became clear that he was not authorized to do what I requested so he willingly transferred me to Mike, his supervisor, clearly a bright, customer-oriented professional. When I explained my problem, Mike said he would take care of it––even though it went against their system. It all took less than five minutes.

Unfortunately, this was an unexpected experience––and clearly the exception. I was ready to do battle, but these two guys took the bluster out of my sails! It was a wonderful not feeling it was necessary to go to the mat to get someone to listen to your story––and to get something done. They listened and they responded by taking care of the customer. The big airlines might learn a lot from tiny Frontier. They deserve to succeed.