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Fewer complaints against Denver-based Frontier Airlines

By: Associated Press
July 7, 2015 Updated: July 7, 2015 at 11:48 am
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DENVER — Federal transportation data shows Frontier Airlines is no longer the most-complained about airline in the country.

Complaints against the company in May were being reported more than twice as often as the same time in 2014, but decreased by 5 percent from April, the Denver Post reported (http://dpo.st/1glCcmP).

The airline's CEO stepped down in May as the company started billing itself as a bargain carrier and complaints rose.

President Barry Biffle said leadership is working to solve operational issues.

"The main thing we've changed is the design of the schedule. We have a lot more resiliency built in," Biffle said in an interview Monday. "Making it easier to operate is actually helping overall, plus we just put a lot of focus on it a lot of communication internally about how we're doing — reminders and building better processes.

Operational improvements are expected to continue.

"It's an exciting time for the company. We've made more money in the last 10 months than we've made in the previous 10 years combined," Biffle said. "We've got a great employee base — there was never anything wrong with our employees — we just had the wrong strategy."

Federal data released Tuesday shows the frequency of on-time flights is also improving.

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