Complaint Review: Frontier Airlines Inc. - Denver Colorado

I flew with Frontier Airlines, Inc. from PDX to DSM with a layover in DEN on September 18, 2016, flight 788. I checked one bag with the airline 1.5 hours before the scheduled departure time of 10:32 am and flew without significant issues to DEN and then on to DSM. However, my bag was lost in transit and was not delivered to me in DSM. There were approximately 20 other passengers on the same flight, 156, who experienced the same issue.)  I was instructed by the baggage claim employee for Frontier Airlines to file a missing/delayed bag claim with Frontier staff at the check in counter.  I immediately went to the check-in counter only to find it unattended.  I paged Frontier using the Des Moines International Airport Operations Service no less than 5 times with no response.  I phoned Frontier Airlines Customer Service only to be ignored.  An hour and a half later two female employees approached.  Both were rude, curt and unhelpful.  These women handed out blank sheets of paper and instructed the large group of passengers to write down our personal contact information including name, phone, email, home address and description of the missing baggage.  I did as I was instructed and turned in my blank white sheet of paper with the requested information required to locate my missing baggage.  I have spent no less than 12 hours over the past 4 days trying to reach any individual who can assist me in locating my lost luggage.  Twice I was hung up on after being on hold for 2 hours. 

On Tuesday, September 20^th I finally reached a human who promised to escalate my claim by sending an email to leadership in Central Baggage.  I was promised that I would have a response before the night was over.  So on Wednesday, September 21, 2016 I expected to wake up to an email.  No email or phone call attempt had been made.  I again called Frontier for assistance and spoke with Linda who is a supervisor in the call center.  Linda again escalated my request for status on my luggage and promised an update on the status of my baggage by the end of the day.  No calls, no emails or any other attempts to communicate were made.  I again called Frontier Airlines in an attempt to get a status on my luggage.  After an hour on the phone with a customer service agent who then transferred me to a supervisor – who promised to transfer me to Customer Relations for further assistance – I was hung up on by the supervisor.  I immediately phoned again and spoke with Kayla who is another customer assistance agent took my information, reviewed the notes and saw that I had phoned multiple times.  Kayla transferred my call to Keisha in Customer Relations where my progress ended abruptly and with finality. 

I called Frontier on numerous occasions requesting assistance in reaching the Central Baggage group only to be ignored.  It has since been over 4 days, and they have not located the bag or voluntarily updated me on the status of my missing bag. I have had to call and wait for hours to talk to customer service agents in regards to my missing bag and all they tell me is that my bag has not been located and that the Frontier agents in DEN have not responded. It is obvious to me that no one at Frontier Airlines, Inc. has any interest in satisfying my need as a consumer.  I believe Frontier has violated my rights as a consumer.  I have been left without my clothing, hair dryer, curling iron, makeup, panties, bra, shoes, shampoo, soap, toothbrush and toothpaste and basic comfort.  I feel I have no choice but to file a complaint outlining the complete failure on the part of Frontier.  The only acceptable outcome is for my belongings to be immediately located and delivered to my door.