Frontier comes in second to last for ranking of best and worst airlines

Airline says its working to improve various services


PUBLISHED: March 2, 2017 at 5:01 pm | UPDATED: March 3, 2017 at 12:38 am

Denver-based Frontier Airlines came in second to last in a ranking of 10 largest domestic carriers, leaving ultra-low-cost carrier Spirit on the bottom rung.

Travel-advice site The Points Guy ranked airlines in four broad categories: price, convenience, headaches and extras.

Releasing their results this week, Alaska Airlines stood atop the group, only faltering in the size of its route network. But study authors say its future looks bright in that regard, given the U.S. Department of Justice approval of its merger with Virgin America.

But for now, Virgin America will have to settle with third place as United Airlines came between the bedfellows for the No.2 slot.

Spirit limped across the finish line last, finishing at the bottom for on-time arrivals, customer satisfaction, cabin comfort and frequent flyer programs.

Although Frontier was ranked above Spirit, the Denver-based ultra-low-airline came in last for lost baggage, and for fees for baggage and itinerary changes.

Frontier spokesman Jim Faulkner said the airline has been taking steps to improve various services, including technical issues and automation in the bag room, how it responds to bad weather events and how it monitors plane taxiing and gate waits so the airline can react more quickly.

The airline has also added two new services — the Works and the Perks — that allow flyers to bundle costs, such as seat selection, carry-on bags and checked bags.

“Internally, we’ve actually seen complaints come down in the month of February,” Faulkner said, “which is good news.”

Unsurprisingly, the two ultra-low-cost carriers finished ahead of the pack on airfare, Spirit being the cheapest followed by Frontier.