Frontier Airlines

Social media and risk management

Last week, our US Editor, Meghan Keane, wrote about Andrew Hyde. Hyde is a blogger and self-described “startup enthusiast“.

A bad experience with Frontier Airlines has apparently turned him into the internet’s most vocal critic of the company. He set up @frontierair on Twitter and has even created a dedicated website to aggregate complaints about the airline. According to Hyde, Frontier Airlines is ignoring social media, and that’s a bad thing.

Frontier Airline’s customer service fail

Frontier Airline's customer service failBrands are quickly learning that they ignore social media at their own peril. Customer
service should be at the forefront of any brand’s strategy, and
Twitter
presents an excellent opportunity for to engage with consumers. Instant,
helpful responses can do wonders for a brand. But ignoring customer
feedback can bury you.


One company that might learn this the hard way is Frontier Airlines. The airline recently changed its standby
policy. In so doing, they angered a very vocal customer. But he wasn’t
the only one upset by Frontier’s approach.