Cliff Van Leuven is the vice president of customer service at Frontier Airlines, the Denver-based regional airline. I asked him about how the carrier’s turbulent year so far, including a trip through bankruptcy court, a different take on fees and the likely bidding war between Republic Air and Southwest Airlines to take over Frontier. I also wondered how late-summer travelers can get the best customer service from a struggling airline industry.
FRONTIER AIRLINES
Frontier draws relatively few complaints, and the ones that come its way tend to get fixed fast. One major drawback: There doesn’t appear to be an obvious place on its Web site that accepts emails from customers, meaning that your only real choice is a phone call or a letter. That can sometimes be problematic.
Angela Gross thought she was booking an airline ticket on Frontier Airlines’ Web site. Turns out she was buying more than that. After finishing the transaction, she discovered she had also signed up for a $10.95 insurance policy.
Elliott is consumer advocate 
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