This article is from the March, 1974 FRONTIER NEWS

Editor’s Note: As Manager of Customer Relations, Ann Yanulavich has lots of mail directed her way each month. 
We asked Ann to summarize the kinds of pats and pans received from customers in 1973 — to get some idea how we stand in the eyes of our passengers. 
Beginning next month, Frontier News will print some of the letters Ann receives.

   BOY, do we get letters! With the degree of consumerism which prevails today, 
no doubt every service company is receiving an increased amount of correspondence. 
Frontier Airlines is among the fortunate, however, since during the past year, of the 2,810 passenger letters received, 
48 per cent were commendation letters. 
The situation becomes even brighter when we take these letters and evaluate each area mentioned by our passengers. 
We feel this provides the most accurate measure of what our passengers think of us.
   Breaking down these letters, in 1973 our passengers sent us 2,233 commendations and 1,482 negative comments. 
Of these our station personnel received 467 commendations on their helpful attitude and only 27 complaints, 
stewardesses received 566 commendations on their performance and only 25 negative Ann Yanulavich comments, 
pilots 109 commendations versus one negative comment, inflight customer service representatives 232 commendations versus no complaints, 
reservations 42 commendations on their helpful attitude versus two negative comments, 
and last but not least, we received 228 commendations on the quality of our meal service and only four negative comments.
   I must admit that some of my counterparts think our accounting may be a little off but I simply challenge them to fly Frontier 
and in the unlikely chance they still doubt me, I’ll be happy to share my files. 
As a matter of fact, on a business trip to Denver, 
one of our competitor’s customer relations manager advised me that she wanted to use Frontier as far as DFW or STL on her return. 
Her main reason — so many of their passengers had told her about Frontier’s meal service and personal treatment that she wanted to try it herself. 
Following that trip, she wrote a complimentary letter we were proud to receive, praising every bit of our service.
   Readers Digest, Parade Magazine, Better Homes and Gardens and even Good Housekeeping 
have recently carried articles advising airline passengers of their “rights” and who they should report us to if they are not happy. 
I'm well aware that many employees view the Consumer Affairs Office of the CAB and this office as their “watch dog.” 
That really couldn’t be further from the truth — 
the CAB established the Consumer Affairs Office to assist all U.S. consumers in receiving exactly what they pay for.
   Our main objective is to assist in solving passenger problems and, in many cases, 
explaining that a situation was handled as it should have been but we just didn’t explain it to our passenger. 
Most importantly, we help each city in retaining their loyal customers 
and assist in providing the incentive to others to switch from our competitor to Frontier. 
In other words, we want to be the willing assistant to each of our passengers and each passenger service department.
   I’m sure you’ll agree that the figures above give us good reason to he proud of the service we are offering our passengers. 
As good as they are, though, I feel confident that we can do an even better job that will practically eliminate negative comments. 
We met a real challenge in the past months during the extreme weather and the schedule cutbacks 
and still heard many encouraging comments about Frontier service. 
Surely we can all shoot for even higher goals.
   One thought comes to mind, though — if you are spurred on to even greater accomplishments after seeing the above figures, 
what’s my desk going to look like in the days ahead? 
Anyone know of an available office in some out-of-the-way place like Honolulu or Tahiti that’s bigger than Room 300??