JD Power's 2015 North American Airline Satisfaction study ranked the carrier the poorest of the six carriers listed. Frontier Airlines reported one of the reasons for a poor showing was due to a new reservations system that left callers on hold for a long period of time. 

The carrier has reported that they have taken strong measures to correct flight delays and complaints through news policies, trainings, hiring more personnel, changing flight schedules, etc. The company also reported the carrier will install lightweight seats on its aircraft to reduce fuel costs. 

Back in April 2014, Siegel had changed the companies business model to ultra-low-cost-carrier (ULCC) in an effort to increase profits. Siegel said "Those were the Dark Ages, this is the Renaissance. We started pursuing the ULCC model 2½ years ago, but we had an owner that didn't really understand the model and didn't want to make any investments. Now we have Indigo and they understand the model better than anyone else in the industry, and they are willing to make smart investments."