The key issue was the testing before launching the new system. How can their process improvement got so wrong which focus only on their internal system integration but forgot the consistency of the "moment of truth" -- which is the interaction between the passenger and the company's system?
I am appalled see that the solutions they respond is like this:
"The airline says that all issues with the system should be resolved by today, but in the event that doesn’t happen, the company posted a few tips for consumers on its Facebook and Twitter pages.
Suggestions from Frontier included clearing your cache and using Google Chrome, as it apparently works best for FlyFrontier.com"
(3/25/2015) There is another problem in Frontier. This time, passengers are stranded on the plane for 18 hours due to a series of mechanical delays and crew issues. I can understand the mechanical delay. But after 12 hours of delay on the plane, and Frontier could not foresee lack of crew problem? That is a failure of risk management.
