Dear Frontier Airlines,

I am writing this letter to complain about the poor service we encountered recently on one of your flights. On a recent trip to Denver my husband and I traveled from Phoenix Sky Harbour to Denver International Airport on a Frontier Airlines flight. My travel experience with Frontier Airlines has been outstanding, that is, until the previously mentioned flight taken on November 1, 2009. On that date, we boarded flight 608, Saturday morning on a delayed plane from Denver. The crew seemed reasonable but agitated at boarding. As a frequent flier with Assent status on Frontier, my husband and I were able to board early. Once in our seats we were approached by flight attendant, Van: no last names were given to us. She asked us if we would exchange seats with a mother and young son. Apparently the mother and son were assigned exit row seats. Since the child was a minor and not allowed to sit in the exit row, Van asked us to switch seats. We agreed. As the seats were interchanged, Van told us that we could have free on board TV. SInce I have Assent status this 'perk' was not necessary, so she promised a free drink from the menu or a free treat from the snack tray. We agreed and assumed all was well. However, during the flight, unbeknownst to us, the information exchanged to us from Van was not transferred to the rest of the flight crew. During the snack sale portion of the trip, my husband commenced to ask for a snack from flight attendant Linda. When she asked for payment, my husband mentioned the discourse between the other attendant and us. Linda was beyond rude as she replied loudly to him, "Frontier does not give free food to passengers!". Of course we were stunned at her impolite demeanor toward us. Again, in soft tones, he explained the agreement we had with Van. To which she proceeded to yell loudly toward to back of the plane (we are in exit row) where Van was working. I am not repeating verbatim, however, her words were in the following vein, " This customer said he could have free food. We don't give free food out! He needs to pay like every one else!" Of course we were mortified! To which I responded, again, with soft tones, "please, let's try and keep our voices down and a bit more quiet. You've embarrassed us enough. We will pay for the snack, no problem." Her reply was rather threatening, "I am finished with this, unless you want to continue, I will talk as loudly as I want and say what I want. Its up to you...shall I move on... or, are you finished!" At this point she threw the snack toward us and began to take requests from other passengers. We sat there red faced and embarrassed for much of the remainder of the flight. My husband and I agreed that this was unfortunate behavior from Frontier staff and concurred that we would complain to Frontier Airlines.

As I deplaned in Denver, I approached the waiting attendants at the anterior of the plane, and asked them for their names. Van relinquished hers, however, Linda ignored me altogether. I again asked her for her name, to which her reply was brash and rude. I exited the plane. My husband, disembarked much later. He witnessed the attendants mimic, mock and berate me as the other passengers continued to pass them. As he left the plane, he asked to speak to the pilot, Mr. Todd Morgan. He and Mr. Morgan stepped out of the plane and talked on the jetway. The pilot remained neutral, giving excuses for his fellow employees. After talking, they parted amicably, with the understanding that we would file a complaint.

We sat down at DIA and revisited the event. We remembered a few other incidents that occurred on the flight and thought we would mention it as well. One in particular was disturbing. Van, the flight attendant we spoke of earlier, handled a fellow passenger without regard to his dignity. Her behavior began when the plane was getting ready to leave the gate. She walked through the plane performing last minute check, when she noticed an empty seat. This seat was across the aisle from us, an exit seat as well. She asked the passenger in the seat located next to the empty as to the whereabouts of the missing passenger. "in the bathroom, I guess", was the reply. On verification that the lavatory was occupied, she rolled her eyes, placed her arms on the seat back of seats on either side of her and said to the rest of us on the plane, " Well I guess we need to wait! Hey, lets embarrass him when he comes out of the bathroom! We'll tell him he delayed the plane further than we wanted and now we will be much later to Denver!, just because he needed to go to the bathroom!" Her remark was mostly ignored by my fellow passengers. When he returned to his seat, she chuckled, and said, "Well, now that we are ALL in our seats, I can begin my demonstration. Sir, will you be able to perform the duty expected from an exit row seat... etc." I have NEVER witnessed such degrading conduct on a plane. The poor fellow had no idea what was said or why she chuckled once he regained his seat. This performance would not have been reported by me, had they been pleasant the remainder of the trip. The foul mood from the flight attendants should not go unregarded.

I hope that you will investigate this further with resolve. No one should be treated to the degree that we were.

I hope to hear from you soon.

Regards,