June 23, 2010
A letter from my Dad worth sharing:

PRESIDENT
FRONTIER AIRLINES
7001 Tower Road
Denver, Colorado 80249

RE: Handling of Son Troy’s Return Air Travel from Minneapolis to Denver to Attend Grandmother’s Funeral Service on Monday, June 7th.

Dear Sir:

As President, you carry overall responsibility for the success or failure of your airline. If the handling of my son Troy’s return flight from Minneapolis to Denver on Monday, June 7th was in keeping with your concept of “customer service”, the future of Frontier Airlines is certainly in doubt.

I have been a most loyal customer and proponent of Frontier Airlines (old and new) since 1963 and was extremely disturbed with how my son Troy Coleman was treated by your people on Monday, June 7th when he needed to alter his scheduled return flight to Denver to attend my Mother’s funeral services. While your policies regarding any ticket changes are clearly stated, compassion and real customer service are always in order, but especially so under these special circumstances. Unfortunately, both were denied – rudely!!

Without getting into all of the details (although they can certainly be provided should you desire), the following recaps events.

Troy booked his flight with Frontier from Denver to Minneapolis with return for the purpose of participating in the Minneapolis Marathon on Sunday, June 6th. Subsequently, he purchased (on Price Line) another ticket with return for me on the same dates so that I could attend the event and see him run. My tickets were both for early morning (on Friday, June 4th and Monday, June 7th) at 6:30 AM while his were for later in the day on the same days.

After my Mom’s passing in Seattle and arrangements for her flight and funeral in Denver were made, I decided that I could not go to Minneapolis so my tickets would go unused. We also realized that Troy’s return flight (on Monday, June 7th) would be too late in the day for him to attend the funeral services so he (and his brother Adam who also has Frontier status) tried (on Thursday, June 3rd by phone with Frontier) to alter his return flight to the one at 6:30 AM on which I was booked. He (and Adam) was told that to change the flight to the earlier one at that time, even given the extreme circumstances, would cost $270.00 ($100.00 change fee and difference in cost). Ironically, at that time, the cost to purchase a new one-way ticket on that flight (6:30 AM) was $135.00 and there were only 16 tickets sold. He was told that he could wait till the day of the flight, Monday, June 7th, get to the airport at 4:00 AM, pay a $50.00 same-day change fee, and get on the 6:30 AM flight. Only 16 tickets on the flight had been sold at that time so, greatly frustrated, but thinking that such was the best he could do, he decided to follow that path.

After running the 26.2 mile Minneapolis Marathon on Sunday, he wound-up taking the last train to the airport at Midnight so he could be there when the ticket counter opened at 4:00AM on Monday. Having spent the night in the airport, he was at the Frontier ticket counter at 4:00 AM. At that point, and thinking that he surely could get on the 6:30 AM flight since he knew that there would be at least one seat available (the one that he had purchased for me which was not to be used), Troy related to me that “the Agent at the counter was dismissive in telling me that all flights were full for that morning and seemed annoyed that I was there. The woman with him chuckled at his direct delivery”.

Totally disgusted, he went to the United Airlines ticket counter and had no problem purchasing a ticket for their 6:15 AM departure for Denver. Unfortunately, the aircraft incurred a mechanical problem and a part had to be flown in from Boston. Their people however, unlike Frontier, were very compassionate and told him that they would put him on another flight, at no charge, if they could not get a quick fix on the original aircraft. They did get it fixed and he got on his way. Now that is customer service!!

Troy was subsequently able to arrive at Crown Hill in Denver on that Monday, and participate as a very tired but proud pall bearer at his Grandmother’s funeral.

I have taken the time to chronicle these events and provide them to you still thinking that there is a lot of good in Frontier Airlines and that, as President, you have a need to know. What happened to “The Spirit of the West” that we loved? My entire family was shocked at Troy’s treatment under these circumstances and has vowed to never again fly Frontier Airlines - even though it had been our favorite airline with tens of thousands of miles flown! This is not the Frontier Airlines that we have preferred for years, is not the image that you advertise, and this is not the way to stay in business!!

Sincerely,

Donald S. Coleman


CC: Mr. Steve Snyder, Director of Corporate Communications
Ms. Bobbi Murray, Manager Customer Relations
Mr. Douglas Skelton, Director Customer Relations
Better Business Bureau
United Airlines

Something to consider when shopping for flights...

Whirlwind

With the last week containing a cross country trip, a marathon, a funeral, and my birthday I can honestly say I am eager to get back to some normality. The plans for the wedding are coming together and it's exciting to see. we have Save the Dates out and are registered at a couple places. Tiff even has a very large, whit garment bag in our closet that I am not allowed to see till September 25th! Very exciting.

Holy Funny Birthday Card!

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Minneapolis Marathon

The race on Sunday went well and I thank everyone for all their support! Special thanks to 3 particular groups though. First, thank you to my folks for being so accommodating to my training while I was living with them on the move out here. I know they thought I was a bit off my nut when I would head out to train in the snow or at 5am before work, but they were always so supportive. Dad even learned when he saw the Cammelpac in play, not to expect me within 3hrs. The second thanks was to the Solas' in MN. You guys were an incredible hometown support team! From going out to carb out Sat night to finding 3 places on the route to cheer, you guys made it so very special! The last and deepest thanks is to Tiffany. You keep me going and always help temper my ridiculous expectations of myself with reason and humor. I could not do this without you!

In keeping with tradition from Chicago, here is how the 26.2 miles broke down (literally at times). It was harder and a considerably different challenge in many ways.

Here goes:
Miles 1-5: These were fun and a short loop through downtown Minneapolis. the sights were beautiful and the running pack was not too dense. They started the half marathoners and full at the same time so this was all of us. I was trying very hard to hold my tempo down, but the thrill of the race and the abundance of oxygen from training at altitude were hard to suppress. I saw myself take some fast passes that seemed dangerous so early.

Miles 6-10:
Temptation was getting the best of me and I was enjoying running quicker, as I had most of my training. There were no clocks on the course to keep me aware of my tempo and I often forgot to check when crossing mile markers. According to Nike+ I was running around 8:30-8:45 tempo. That was faster than I knew I should, but it felt good. When I passed the pace team for 4:00, I wondered if that might be a mistake. I also only knew I might have friends at mile 10, but missed the connection. The fans were already thinning and when the half group hit the turn around, the running crowd became so thin as well, there were points I had to remind myself I was in a marathon. No crowds on the course or off it at several points.

Miles 11-13:
Great cheer sections. I enjoyed interacting with them and felt euphoric every time I passed. So far, I only hurt where I knew a blister had formed on one foot, a problem spot from training. Not so bad as to stop though.

Mile 13:
This is where thing changed. The course left main roads and headed into a state park on a narrow trail. The overhead canopy of trees was fantastic, but it was obvious there would be no one watching this section of the course. The running pack had thinned so much that it was common to only see about 5-10 other runners from where I was at. I know enough from my few races to know that I get huge energy from two things. People that are cheering and passing people. Neither was going to happen at this point in the course. I tucked in behind a group of 4 that were keeping a steady pace a stayed there. They would become my pace team through this beautiful, but lonely part of the marathon.

Miles 13-17:
My pace team was running faster than I wanted to go here, but I did not want to lose them. I was keeping about a 8:15 tempo at this point. At the only water stop in the park I let them go on and held about 50yards back. The course was muddy through here and I slid a few times. There was also a significant hill to climb near 17 that stopped the entire field. When I came around the corner, it was a hill of walkers with numbers on. The hill did not slow me and perversely felt good using different muscles. My pace was not quick but I did not walk. I was rewarded at the top with seeing my friends. Huge boost.

Miles 18-20:
These were not easy. The sun was in full force an there were few places of shade. Additionally, the course was right next to the freeway mostly and dull to run. Thus far, except for a bum foot was was still good, just tired. The heat was breaking me down quick though. I was taking large amounts of water at each stop and had drained my little bottle on me. There were few runners around too as you can see in the picture. My friends made it here too (ergo the picture) and that was the best part of this section.

Miles 21-25:
This was a darker time. My knees were hurting. it felt like exhaustion but I had to walk a lot more and it hurt like the devil when I would transition from a run to walk and or vice Vera. Several runners were now doing the same thing. The sun and humidity seemed to be equally leveling most of the field. It was with humility, I saw the 4:00 pace runner pass me here. His pack was reduced to one other runner. I just wanted to finish and knew even if I had to walk it I would cross the line.

Mile 26:
I ignored all the pain and thirst and just ran. It was a humbling pace but I wanted to get to the line and could not endure walking any more. It was starting to concern me when I would walk that I may not be able to run again, the legs hurt so much. There also seemed to be a huge hill to ascend there too. Didn't care just kept going.

Mile 26.2:
The crowds were back and the ground level. Adrenaline kicked in and I ran a good clip the last stretch. It felt good to have that last burst still in the tank and would have told you it wasn't there for the last hour. My friends had made it to see me at the finish and I was so glad to have them there.

When all was said and done my time was 4:06:55, a new PR.

The adventure continued, but for now that's enough.

It was a great experience still and good contrast to Chicago is ways. I learned a lot of humbling and valuable lessons here but aside from one, I achieved my goals. They were simply:
1. Have fun
2. Finish
3. Match my Chicago time
4. Get a negative split (sure that did not happen, but I don't mind)

Thank you again, for all the support!!

Running

It's been an unusual week. My Grandma Coleman passed away Memorial Day. She was my last living grandparent and her tenacity always made me feel better. Even in the end, I'd like to think she was certain to leave on her terms. None the less, I miss her much. Each of my grandparents held a certain affinity for me. My Grandma and Grandpa Ohlrogge were the ones I knew best. My Grandpa Coleman passed when I was pretty young and yet I somehow still remember his laugh. It feels very lonely, somehow, to know that my last connection the that generation in my family has gone. I could go on and on about living on in our hearts but that is something that needs no explanation. I will miss her much. Soon I hope to "just quit" smoking as she did (and told me about repeatedly). That feels like a nice way to honor her.

The other element that has weighed in has been the timing of the Minneapolis Marathon I have been training for. It is this Sunday. It seemed like a no brainer that I would drop out and be here for my family with the likelihood the services would be this weekend too. When it was decided that the funeral would be Monday, the dilemma became acute. My priorities are sound and I only had to deal with wishful thinking (like I wish the race was 2 weeks out). Then Dad said something that changed my mind. He said Grandma would have wanted me to run. He said it made her very proud to hear that I did the Chicago Marathon last fall.

With that said I am now sitting at DIA waiting to board my flight.

My Dad could not come. Tiff could not come. Mom could not come. For my second marathon, I will be doing it without my family offering encouraging cheers. With the risk of sounding overly sentimental though, I do feel like I will have someone with me. With deep gratitude for the ability to do this I ask only from god to watch over my loved ones. Grant me light feet to match a heavy heart.

Time to run...