Frontier staff seems to actively resent GW passengers.
I was on a GoWild ticket last night from DEN to PHX with a scheduled 70 min Vegas layover. The first leg boarded as normal then got delayed over 30 minutes mainly because the scheduled pilot was not yet present. We were then given an additional delay, told about inbound overflow at our destination that pushed our total delay to about an hour.
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Several people expressed concern about catching Frontier connections in Las Vegas, both for my Phoenix leg and for an Orlando connection. I know from experience that Frontier will close the door about 20 minites prior to takeoff, so I spoke up as well. Toward the end of the flight, the crew announced they would be asking everyone to stay seated except for the nine people with transfers for the above two flights, leaving us to infer there was some semblance of awareness on our connections that we'd be hustling over so I was confident I'd make my connection.
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I went immediately from my arrival in D gate to the departure in E gate (via the Red Line tram at LAS), followed by two of the other GoWild travelers. We made it in under ten minutes, only to be greeted at E8 by a disembarking plane, and to be told that our flight had already left. I found that to be impossible, because we literally hit that gate pretty much at our exact minute of scheduled departure to see another flight halfway done emptying. This means someone definitely lied along the chain of communication, either to us or internally on Frontier's part.
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I assume our departing flight was moved elsewhere and that information was not relayed to our previous inbound crew. It was about 10pm at this point, and I never did receive any information from Frontier about gate movement.
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I've learned from experience that there's little satisfaction/resolution to be gained from speaking to anyone at a Frontier counter, so while I went down to get in line, I let the other people get ahead of me so they could speak to the service reps first, simply to see what they'd be told.
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They were told what I expected they would be told- that they could be put on the first flight to Phoenix, which was late the next morning (11-ish). I didn't want to spring for a Saturday night overnight in Vegas, and I wanted to get to Phoenix sooner, so while I was in line behind them, I booked a 1am GoWild flight, which would bring me back to Denver, then on to Phoenix with an early morning departure. I got home via that route with no complications.
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I still haven't called the GoWild service line I was passed along by another passenger because I've been catching up on sleep all day, but I've come to the resignation that as poorly as Frontier's customer service reputation tends to be for normal flyers, it is still many levels above the service provided to GoWild fliers - the impression that provides is that they already have our money, so there's no point in acting as if they care anymore.
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Last night someone along the line of communication obviously felt it was okay to lie to us, to have us sprint through the airport to try and catch a connection that didn't exist... only to be told when we got to the stated gate, the only thing we could do was head down to the service counter, where they knew they could (and would) do literally nothing to resolve our complaints.
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It's not just that they don't care about GoWild users - it's that they genuinely seem to resent those passengers as well. I'm sorry if they feel that way, because not all of us are irrational in our expectations.