Paper Ticket-less - Oh, My!

For all you travellers, here's my letter to Frontier Airlines regarding the latest in airport fiascos. Be warned!


Customer Relations
Frontier Airlines, Inc.
7001 Tower Road
Denver, CO 80249-7312

February 24, 2010

Dear Customer Service Representative:

There are a number of issues I need to address in regards to my most recent flights on February 6 and 11, 2010 on Frontier and Mexicana airlines respectively.

First off, I admit to my blunder in leaving my paper ticket in the car as I rushed to the airport to make my flight. That said, the reason why paper tickets are barely in existence today – and an item that I have never had to keep track of or use in over 12 years – is precisely due to this scenario. However, the uproar that greeted my arrival paper ticket-less at the ticket counter was unprecedented.

The fact that I had the purchase confirmation and the itinerary on my Blackberry and all the identification required was of no consequence. I was informed that I needed to buy another ticket – that day – for the same flights that I had already paid for. Having no choice, I duly purchased the tickets – after a forty five minute delay and much agonizing by the Frontier representative. I was handed the enclosed “Lost Ticket” form and advised to fill it out and send the original ticket so I could receive reimbursement. (In the meantime, my disabled elderly mother waited for me at the gate where she flew in to from New York and was in a state of panic and confusion when I was unable to meet her there as planned.)

A short email notification or FYI, along with a stern reminder that paper tickets are viewed the same as “cash” would have been appreciated. While I viewed this scenario as obviously my error initially, I believe the following issues are justified in examining.

For what reason was I issued a paper ticket – and charged an extra $26 to ship it to me as I later discovered – while on that same day I made flight reservations for my mother Joan E. Lataille on the same flights to and from Mexico on Mexicana - and she was issued an electronic ticket with no worries or fees attached? The only difference was that she flew from New York to meet with me in Denver for us to fly together to Cabo San Jose. Please tell me that Denver has the same capabilities to handle e-tickets as does New York.

Secondly, when we were both checking in to depart from Cabo, there was a sizeable delay again – caused by the fact that I now did not have a ticket to Mexico City - even though I held the paper one the airline rep in Denver had given me (as if it were as valuable as gold.) For some reason, the flight segment to Mexico City had been voided – leaving me stranded in Cabo and my disabled mother flying alone to N.Y. Unless I purchased another ticket – which of course I did, having no other choice.

So at this point, I’d purchased the same ticket twice, and then one of the flight segments for the third time. Naturally, I am slightly disturbed by this scenario and would appreciate a resolution and refund as soon as possible. I am enclosing the “lost” ticket and two versions of the refund form.

In addition, my frequent flier Early Returns # is 10010587705. If you would be willing to credit my flight miles to that account, I would greatly appreciate it.

I am still flying Frontier – I leave for Los Angeles on March 4 – yet I am a little leery of showing up at the airport for another “surprise.”

Thank you for your review of this matter and your prompt response.




Ms. Patricia LaTaille