u/Cautious-Box-1254

I’d love to share a bit about my experience on Frontier flight 4345. I was in seat 5C.

First of all, the pilot was incredible. He was so fast to put the fire out, talk to ATC, communicate with flight attendants, and got us off the plane. His fast, clear decision making was certainly a reason that we are all safe. I sent this message to the Frontier complaint/compliment inbox this morning, and I hope it gets to him:

“Thank you for knowing there were 231 souls on board, not 230. That 1 is the infant I’m holding on my first Mother’s Day. Thank you for thinking so quickly and handling this situation with such clarity. You saved us and I’ll be grateful forever.”

When the crash happened, my daughter had just fallen asleep on my chest, and I had dozed off. There was a big impact, and then some loud booms as the engine ignited. My first thought was “oh my god we are in a crash” and then, “Okay, we are on the ground. We are not falling. My baby is okay. We just need to get off the plane.” I am a middle school teacher and busted out my most aggressive teacher voice (and maybe some expletives..)at the people in the first few rows that were trying to get their things out of the overhead bin. As we got to the front I asked the flight attendant how to slide with my baby. She said to put her on my lap and jump, so we did. The slide is so fast, and the flight crew were telling us to help each other to not skid to the ground. I believe there were a couple minor injuries from falling off the slide. 

I was the only parent traveling with an infant, and one of the only passengers who actually followed the flight attendants’ instructions to not take our bags with us down the evacuation slide. My only thoughts were to get my baby off the plane, and fast, so everyone behind us could get off. 

While my fellow passengers were passing time on their computers, charging their phones, changing into clean clothes, etc, my daughter and I had to fight to receive diapers, wipes, and formula in the airport while we waited for updates. She had to sit in a dirty diaper for hours as the Denver crew searched the airport, and ended up finding a few old looking diapers that we used. It took longer to get wipes, formula, and we never got a baby bottle, though they found us an old sippy cup we washed and used.

There was a type 1 diabetic on the plane who left behind her insulin, and the EMTs didn’t have insulin on hand. We stood in lines in the Denver airport for hours and hours to get accounted for and provide our information about bags left on board. 

Frontier apparently refunded our flights (still waiting on my refund), and issued us a $500 flight credit, as well as put us on a 6am flight to our original destination, LAX. Unfortunately, my car and house keys, wallet and ID, medication, car seat, and diaper bag are all on the aircraft. I bought a new car seat, some baby essentials, and a phone charger, and I’m hoping I can get Frontier to reimburse me. 

 I was supposed to fly out of LAX  to go home (Michigan) tomorrow at 6:00 am, but have not heard anything from Frontier about receiving our personal items. I had to spend 4 hours this morning being truly a pain in the butt to 9 different customer service agents and supervisors to get any sort of response that was reasonable. I just needed to move my flight tomorrow morning until after I receive my car seat, keys, wallet, and medication, which sounds like it will not be until Tuesday at the very earliest. 

 I pitched a fit when an agent told me it was my fault I didn’t take my personal items with me off the emergency slide (as I was directed), and had to really fight to not be charged hundreds of dollars for a new flight home once we get our things. I was finally given a number to call that was supposed to be specifically for us passengers to get help, however the number was never set up. It was just a bunch of ads that eventually disconnected. 

I don’t mean to complain about my bags. I am so, so grateful that my baby and I are okay, and that everyone on board was okay. Our flight crew did absolutely everything they needed to do during an emergency. It is clear they were focused on keeping us safe. Before this all happened, they dealt with a medical emergency when a passenger began seizing as soon as we pushed off. EMTs came on and eventually took the man off the plane. When that was handled, we reset and pushed off again…just to make it 3 miles. 

 The Denver crew inside the airport that were working with us were also doing everything they could to run around the airport and find the essentials we needed. They were asking their superiors for water, snacks, and important needs for us. They came around to check on us, and were very kind at Denver.  It is not Frontier’s fault that this happened, and it is definitely not the fault of anyone who was working to help us that we can’t get to our personal items yet. The NTSB is in charge of the aircraft right now, so it is what it is.

However, I’m am truly shocked at the lack of emergency preparedness by Frontier as a corporation. Regardless of the circumstances, an emergency is bound to happen at some point, and it was as if Frontier corporate had never considered the logistics of a situation like this. To not have a plan for caring for infant needs or life-saving medicine like insulin seems like a giant error that could have escalated this emergency further.

So, my daughter and I are stuck here in California until we get our things and rebook our flight home. I’ll miss work and lose wages. Thankfully we are visiting family so we can borrow most of our necessities. What’s most disheartening is that it feels almost as if we are being punished for doing the right thing and prioritizing a fast and safe evacuation over getting our things. While our fellow passengers were kind to us and generous with the things they had, it was frustrating to have nothing to feed or change my child while they sat with their carry-ons, wallets, phone chargers, and entertainment.

 Thankfully, all passengers were okay. Thankfully no one’s carry on bags ripped a slide and left people stuck in a smoke-filled cabin. Thankfully the pilot & emergency response were so quick to get the fire out that no one was trapped inside while so many passengers took their videos and pictures, got their bags, and prioritized themselves over each other. 

The individual who caused this incident deserves both my fury and compassion, but until the thoughts of “what if” and “thank god” subside, it’s mostly fury. Had we been slightly further down the runway, this would have been a true tragedy. 

Thanks for reading. It was one of the craziest experiences of my life. So much went right in a horrible situation to be able to be here with my baby today. 

Edit: To clarify, it was a customer service agent on the phone, not a gate agent, who told me it was my fault for not grabbing my bags. I thought of a few more details that might clarify why the passenger experience was such an ordeal after the incident. We were evacuated to the tarmac and told to get back onto the grass (23,000 pounds of fuel and a smoking engine..). Some people were trying to get pictures and ignored instructions there too, but eventually everyone complied. They put us in lines in either side of the plane, on the grass, and counted us and asked if we needed medical care. We then stood outside in Denver for probably an hour or longer, then got on busses back to the terminal and that took a long time as well. It was probably 1:30am when I got back inside. People were surprisingly jovial. It was weird but it was a lot of nervous energy, of course.

Edit 2: One of the four hours I spent arguing with customer service yesterday morning was spent with the agent (same one who told me it was my fault) telling me that because I booked this with my GoWild pass, the only flights she would allow me to rebook home are GoWild flights, and since it’s such a mess right now with so many people rebooking (and because the GoWild pass kind of sucks and is not worth it), it would take my infant and I 20-24 hours to get home from California to Michigan. I was saying that might be your typical procedure, but this is not a typical circumstance! The best she said she could do is refund me for the $15 I technically spent on that leg of travel, and I could book a new seat for full price. If I “refused” to accept the refund, she threatened to document it so I would not be able to receive further help. $15 doesn’t help us get home, and I’m not putting my child through another 24 hour travel day.