Frontier Airlines mistakenly sends cancellation email to thousands of travellers ahead of Thanksgiving
Glitch sends thousands of cancellation emails.
On Thursday, Frontier Airlines mistakenly sent out thousands of reservation change emails to its customers.
The subject line of the email read: “There has been a change to your upcoming flight.”
The email went on to say: “Frontier Airlines has recently made a change that affects a portion of your itinerary. Please contact Frontier Airlines to speak with an agent about your accommodation options.”
The email did not state what the reservation change was, or which part of the trip it affected, causing many passengers to panic as they were unsure how their upcoming holiday season plans would be affected.
Many customers reported that the Rebooking Hotline, which is not toll free, was immediately busy.
The airline eventually acknowledged the problem in a tweet, blaming the email error on a technical issue.
This evening, a technical problem generated an email to some customers stating their upcoming flight was cancelled. This email was sent in error. We sincerely apologize. You may confirm the details of your trip by entering your confirmation number on our website.
— Frontier Airlines (@FlyFrontier) November 22, 2019
In August, British Airways also mistakenly sent out emails informing customers that their flights would be either cancelled or delayed.