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Last week, I wrote a blog post, The Final ‘Frontier’ in Corporate Shame, which focused on Frontier Airlines’ lack of sensitivity concerning the accommodation of first-responders during times of national crisis. To their credit, Frontier Airlines has since recognized that there are internal gaps within their corporate policies that prevent them from providing better service to those responding to recognized catastrophes. Even more impressive than recognizing or admitting that gaps exist is the fact that Frontier is now engaged in the process of amending their policies to better meet the needs of America’s heroes. Fantastic!

Too often, companies respond to public criticism by issuing bland apology statements and hunkering down to whether the storm of negative attention. Rarely, however, do they admit they were wrong, work to bring about a positive resolution for the involved parties and then follow it all up by actually changing the way they do business.

How companies deal with adverse circumstances says more about them than how they act under “normal” operations. In this case, Frontier Airlines admitted something should be done – and did it!

With that in mind, let me be the first to offer Frontier Airlines a sincere kudos for responding quickly and positively in this case. For exemplifying the right way to make lemonade from lemons – I tip my hat to the entire Frontier Airlines leadership team. Way to get it done!

L. Vance Taylor has worked to advance the mission of homeland security on Capitol Hill and in the private sector. One of only approximately 250 people in the nation with a Master’s degree in Homeland Security, Mr. Taylor combines specialized educational training with real-world experience to leverage successful outcomes for clients and stakeholders. Read More
  • Swtelston

    I’m glad that you were open to giving them a chance… your first post deemed final and I knew that given a chance the company would do what they could to assist.

  • Kmccarthy

    Well done Vance on bringing forward and issue that needed to be corrected and Frontier for making a difference both now and in the future.
    My thanks to the life flight pilot, they make a difference every day and are seldom recognized.  First Responders are our critical infrastructure!

  • Vance, you are changing the world… one corporation at a time!  Way to go!!

  • C. L. Ball

    I think it is reasonable to expect Frontier to waive normal change fees when flights are missed for those engaging in emergency gov’t duties. But I would note that airlines would expect someone who had to stay home to care for an unexpectedly sick relative to have purchased “trip insurance”, which still requires the person to pay the upfront fees and then seek reimbursement from the ins. co. — a process that they drag out and for which they require copious documentation. The problem is not the Frontier lacked sensitivity toward first-responders — they and other airlines lack sensitivity toward everyone. It shouldn’t be too hard to prevent abuse of fee waivers; many restaurants can track habitual reservation no-shows.