Frontier Airlines
Reviews and Complaints

On July 1st, 2012, at 1:15 PM, I was on Flight #627 departing Denver for Kansas City when the aircraft left to taxi the runway. A short time later the pilot said we had to pull in to check out a possibly open cargo door...? Okay, not a problem because it was probably a loose connection or just taking the high road which I can appreciate. However, after leaving a second time, after a 20 to 30 minute stop at the terminal, and after leaving to taxi a second time, the pilot informed everyone we had to go back to the terminal a second time because we needed more fuel... Are you KIDDING ME?!? Do they not check the fuel level prior to departing the terminal for the runway?!? Good job totally inept pilots... We arrived back to Kansas City over two hours late.

I had a flight R/T to KC, MO but Frontier cancelled all service out of Boston eff/ 05/17.-They offered me travel on United or a refund-as I need to go, I chose the UNited flight BUT they then told me I couldn't go due to difference in class tickets so it will now cost me $150 extra a ticket to get another airline to fly me there. I had an agreement (contract?) with Frontier for the flight and they made a business decision to cancel further service out of Boston therefore they should be responsible for the cost of that decision to people with whom they have already agreed to fly to or from Boston. The additional cost of my flight on the new airline OR the additional cost on United because of the class difference should be picked up by Frontier.

This may be the only airline in teh world that will not allow you to change or cancel a reservation online. The phone took over an hour to connect with a person to cancel a reservation. My mother got sick and was hospitalized. She was scheduled to come visit so I tried to cancel her reservation on line - there is no option to do that. I called and after an hour I was told that they could not cancel as I was not the traveler. (Hint - claim to be the traveler) I had all her info, her credit card info used to make the reservation, her addresses, date of birth, all security criteria covered as it is my mother. I explained the situation and asked to cancel. They refused to help, did not offer any suggestions or accomodations and basically were hell bent on keeping the money - with no credit issue. They said they could not cancel because of privacy issues. I told them I was not asking for any personal information and supplied all info needed to book the flight. No use - upper level supervisors had the same - oh well attitude with major attitude to the cvustomer. PS - no remorse or well wishes for their hospitalized passenger / ex-customer...

Beware when you buy Travel Guard from the Frontier Airlines website. It appears to be a guarentee that you can be refunded airfare due to unforseen circumstances. (unfortunately the definitions link does not work - so really you have to just take the description on the FRONTIER website. However - the real fine print that you never get to read limits refunds to death, grave illnesses, and some other rarely seen occurances. So if you think this is a good idea - demand to see the fine print which will most likely cause you to pass. Oh and Frontier will not honor it in any way - again there is no Customer Service at Frontier - that is part of the Discount - Fly our way - or the highway. See other message boards for Custemer Service Issues.

I purchased a roundtrip ticket on Frontier Airlines to denver and back on Frontiers website. language on the website implies there are no change fees or bag fees to use Frontier. when one purchases a ticket, for $117, one then learns that one has to purchase a "package" to avoid change fees and baggage fees. I purchased such a package. called "classic" package. $25 dollars. I assumed it was for the entire flight. by purchasing it and paying $25 more, I avoided change fees and baggage fees. my cost was then $152 for the flight. later, I learned I had selected a date exactly one month more than I intended, returning on September instead of August 1, 2011. calling Frontier customer service produced a "susan" who refused any help becuase I failed to purchase the classic package for the return flight. ! DUH. I didn't even know I had to do that. Susan was snotty and argumentative. I asked for her supervisor. Mathew got online. another joy. Mathew doesn't care what Frontier's website says. he doesn't care that it is confusing. He is just as snotty and wants $50 to change my flight, not to mention the baggage fees I will have to pay on my return because I failed to fathom how the website worked to squeeze every last possible cent out of my wallet it could. I demanded a superviser, since it was clear, Mathew was NOT a supervisor. TA DA. "Kathy", a real supervisor with a normal voice and attitude got on the phone. ( this is now 33 minutes after I started this call to change my return flight). Kathy was pleasant to talk to. Kathy did try and help me though she instisted that I would have to pay more money for the cost of the new flight, but not the change. OK. I can live with that . I stated, I would even pay the $25 "classic package" again for the return flight since I now know one has to purchase both. with that crack in the ice, Kathy became more accomodating. she took some time and came back with the proposal that I could pay the "classic package" for the return, and avoid a change fee and baggage fees on my return flight. Hurray. only WHY does one have to go thru two beligerent jerks to finally reach someone who can help. and WHY is Frontier's initial website pages MISLEADING about NO BAGGAGE fees and NO CHANGE FEES, when they totally charge for both, unless one pays $25 package PER FLIGHT, more?

Frankly, I will not use this airline again. They don't give a care about the people who use their airline. they are all about $$$ and the penalties the airline can extract from unwitting or unsuspecting consumers who make a mistake and need to change a flight. or learn to their dismay on their return they are paying $50 more for two bags cause they didn't read the fine print they have to pay extra for departing and return flights! gary

Never before had I been this much let down and lied to by an airline. I will avoid Frontier Airlines/US Airways like a plague. Their flights are filty with crumbs left on seats and on carpet from previous flight. But that is a minor point. I lost $300 worth of luggage. After spending the best week of my life fishing in Alaska I flash froze king salmon and halibut and checked it in with my other luggage. Long story short, they failed to deliver the luggage, had no idea where it was for 18 hours. I placed dozens of phone calls, talked to multilple "paper pushers" at their luggage desk and got no help. One lady was extremely rude. Finally after 19 hrs of my luggage missing, my flash frozen fish which should have lasted 48hrs was delivered to my doorstep rotting, leaking being placed in multiple bags. It took driver 2 + hours to even deliver it even though the airport is only 40 miniutes from my house. I think they are worthless airline and people who work for the airline are the same. No regard for people's belongings/property, treating you like a cattle. Last time in my life I am flying this airline!

I booked a leg of a flight for a vacation I planned with Frontier. A week after booking, my Grandma who had been sick for awhile received a stage IV cancer diagnosis and was given 3 weeks to live.

I called Frontier to explain the situation and was also told that the economy ticket is non-refundable, no matter the circumstances. I basically felt like they were lecturing me that I should have bought the higher priced classic tickets or travel insurance. I guess this is how they keep their ticket prices lower, by not giving a crap when people have unforseen tradgedies. Business is business, but I personally will NEVER fly Frontier again.

Purchased a set of "Buddy Pass" Tickets, which are standby tickets. Missed a few flights, no big deal... I was then cursed at in front of 5 passengers and my girlfriend. Once I brought it to the managers attention, he shuned it and shook his head. He stated, " It's been a busy week."

I asked if I would make the next flight, the manager advised that it was full and I would not make it. He advised me to purchase a full price ticket to board. I did so, only to find out I was already booked with the standby tickets due to open seating.

I was told by the manager I would be refunded the full price tickets. It never happened.

I then emailed Bryan Bedford, CEO. He sent me a few emails and specifically stated that I would be refunded and he apologized. He never authorized the refund and I was given the run around.

Apparently, it is not enough anymore to have written communication from a companies CEO (secretary) promising something. These companies don't have to follow through and they don't.

Avoid Frontier and US Airways, although cheap... the service is terrible. Frontier was once a part of my organizations flyer program. I have since pulled Frontier and Us Airways from my corporate travel option. Although small I am sure, they will lose 600 flights a year over $300.00.

Issue at Hand. While at hotel with 15 minutes allotted on computer we got online to print boarding passes. Half my family flew out early on a 1-connection flight and the other half of family flew out 3 days later. Somehow one half of the family somehow booked Classic Plus seats for the first leg and sat in STRETCH Seating. They enjoyed Row 3 extra space and perks of snack, free TV and free baggage for BOTH legs of the trip there even though the 2nd leg was booked at the ECONOMY rate.

So... when it came time to QUICKLY printing boarding passes we were offered an "Upgrade to Stretch Seating" and my husband WRONGLY assumed he was upgrading to Classic Plus. 5 tickets were upgraded at $25 per flight and we all got seats in rows 2 & 3 for the trip. When it came to listing our baggage we realized that there may be a mistake because they were asking for our credit card again. So... we stopped the process of printing boarding passes and called customer service. It took over 15 minutes and Customer Service didn't answer and we had dinner reservations. Came back later and waited another 15 minutes for Customer Service to see if we could cancel the stretch seating due to our misunderstanding and go BACK to Row 20 that was still available. No. Can't do that. Talked to the supervisor who was quite understanding about how easy it is to ASSUME wrongly while on the website and she stated she would leave a note on our Confirmation information showing that we TRIED to change it back. She acknowledge that Row 20 (5 seats) was still available but could not make the change for us.
We checked in early morning and asked about our options and clerk told us we had no options, he doesn't work with any of the financial stuff other than to CHARGE us for the baggage we were submitting.

We have NO complaints about our flight. The plane was on time, flight attendants were pleasant, etc. Although we did have a non-working front bathroom and had to go to the rear of the plane for one leg of our trip (this normally wouldn't tick me off but we just spent $250 for something we wished we wouldn't have and despite spending ~45 minutes of our vacation time trying to haggle about it).

The day after our trip I called Customer Relations thinking they MIGHT just refund our baggage since we tried very hard to get out of the whole deal. Granted, we had already rode in our STRETCH seats and this kept out revenue that would have come from a customer who was quite willing to pay the $ for stretch seating. But despite our attempts to communicate, back out of stretch seating and the window-of-opportunity in knowing our seats were still available initially - we were UNABLE to rectify our stupid (in hindsight) mistake. Customer Service can SEE your dilemma but apparently cannot do a thing to help you out.

Other airlines have an upgrade available at the time of checking on boarding passes to Business Class for a smaller fee than it would have been to make Business Class reservations to begin with. We admit, we ASSUMED this was the case with Frontier. We also admit that we didn't read through all the information due to our rush to complete the boarding passes in 15 minutes. Our complaint... our BEEF... is that we didn't have even 20 minutes to rectify our mistake when we realized it. There was no recourse whatsoever DESPITE availability of our seats.

I am very disappointed in a business that takes advantage of less seasoned travelers tweak out extra fees. The website could have done a better job at leading us through the upgrade and, also, allowing charges to be reversed and changes made if done in a timely manner ... hours before the flight departs.

I had a baggage issue on my flight to California and back and after phone calls, going back to the aiport, filing a report online, and then calling the headquarters, they still haven't gotten back to me about my baggage claim! It's been over a month! I will never fly frontier again - both times I had issues, others had lost their baggage or it had been ruined in some way, and I had to wait while they filed their complaints too. Do not trust Frontier - they overpack, mishandle and lose their luggage, and then never get back to you after you've gone through every possible way to get a hold of someone that can't help.

In March, I signed up for the Frontier Airlines Early Returns Mastercard program. On the brochure, including all of its fine print, it mentions that a round trip flight within the continental U.S. will be rewarded to new cardmembers who spend $500 in qualifying purchases within 90 days. Essentially, 20, 000 points would be rewarded to card members upon meeting these terms.

I spent $500 (and then some) well within the time frame . To date, I have earned over 24, 000 points. The problem is that when I went to redeem my points I was told that I now need 25, 000 points because there's been a change in terms. Now, a round trip flight is worth 25, 000 points. I was willing to accept this! despite the fact the literature does not even indicate that the free flight is subject to changes in terms and conditions.

My complaint stems from the fact that on the Frontier website, the same Mastercard offer is being presented offering a free round trip flight, except now, new card members are rewarded 25, 000 points, for their free flight, upon spending $500 in qualifying purchases within 90 days. This is unfair because although I met all of the same qualifying requirements of spending $500 within the same time frame--new card members are rewarded a flight and I'm not.

Does anyone else find this unacceptable?

Dear Sir or Madam,
This ticket was purchased for my son(Joel) as a gift for him to travel to Denver to visit his friend by his friends mother Jill. Jill booked the ticket through Travelocity, so I am unsure of the information given to her, but I do know it was a $300 ticket and all I knew was that I was bringing my son to the airport to catch the flight. I was late for his booked flight which departed at 12.25pm because of a other family circumstance, and I did relay this to the Frontier Staff when I arrived and asked what I needed to do, they said that they could have him on standby on the next flight, then they asked how old he was and I said 14, they said oh in that case he can't anyway and you need to pay the $50 Unaccompanied Minor fee. I then asked what that was for and two members of the staff there said it was a FAA regulated fee that needed to be paid (I didn't ask who instigated the fee, I asked what I was paying for, one of them eventually said, it was for peace of mind. Peace of mind for what, if I didn't think my son could go to Denver and be safe, then I sure as heck wouldn't put him on the plane in the first place, plus he is a teenager going into high school). I then said I didn't think their information was correct because my other son had travelled several times since he was 13 to Reno on South West and we have never paid additional for a Minor fee. One gentleman left at that point and I was being helped by a lady who then proceeded to tell me I had no idea what I was talking about and that just because I didn't feel I should pay it didn't change how the rules were. I told her I was willing to walk down to Southwest and ask them with her, because I wasn't lying, then she said 'It isn't my fault that you were late', which had nothing to do with this, I had already apologized and I was not upset about that. I told her she was extremely rude, she then turned to my son and said I'm sorry you have to hear your mother like this, which was also extremely inappropriate. I told her she was rude and that I had never ever been so upset, which is not something I do, she said I had no idea what I was talking about said a few other words, said she wouldn't deal with me, gave me a slip for a Minor, tore up my airline ticket and left, without telling me what else was going to happen. After that, another gentlemen assisted me, I told him I was sorry that I was upset, but that I think there needs to be more information asked when booking these tickets, and when I checked in on-line I also paid an additional $20 already for the 1 bag my son had and now an additional $50 that wasn't planned, and in actual fact would have to pay an additional $140 to the ticket all up for there and back, which is alot of money when you are budgeting, no matter who is paying (and this is not our only nor my friends only child that we have put on airlines the past few days). Why not just charge a $340 ticket and be done with it, that way we know what you are charging.. He again said it was the rules that children 14 and under not traveling with an adult were unaccompanied minors and there was a charge and this was how all airlines operated, I told him it wasn't so, but I was through arguing. I paid the additional fee and this process taking nearly 45 minutes to do, that in itself seems crazy. Also, I had my other children with me, he pointed at them and said are they your children I said yes, and he said that they couldn't come with me to the gate because I could only go through. So then I called the 800 number on the brochure, the first person was nice, but said she had to put me through to customer relations, I then talked to Ryan, who I told the above story to, I said that my friend said when she booked she had given Joel’s age but there was no information given that additional monies were needed or about being an unaccompanied minor. He said that my friend needed to make a complaint to who she had booked with, and I have relayed on that information, then he told me that I should go back to the check in counter and tell both the Frontier Employees that had said I was wrong that in fact I was right, that it was not a FAA policy but Frontiers policy for minors age to be 14 and under and Southwest is 12 and under and United is 14 and under. I asked him if he was joking, right! I am not going back to say, I was right, you were wrong, that is why I called Customer Service. After that I took my son through security and to the gate. At about 2.40pm, I asked the flight attendant if I could leave my 14 -1/2 year old son (who is a Freshman in High School this year) with her because I had other children waiting in the terminal, that I didn't want to leave alone much longer, she then said, why didn't I bring them with me. Well, wow.. I was told I couldn't, what a nightmare. Plus if I am paying $50 for an unaccompanied minor fee and I can't even leave my son who can take care of himself with a Flight attendant for 10 minutes, what is the fee for. My friend Jill was awaiting him in Denver to pick him up at the gate where he got off the plane, and Joel tells me he wasn't asked anything or given anything special on the flight, so exactly what we are paying an additional $100 for. Do you lose children on the actual flight? Considering he will be attending High School this year, I would suggest that 14 maybe a little old to be an unaccompanied minor and that most kids entering high school are also 13 - 14 years old and this seems more of a way to make money than actually paying for an additional service, that really seems non-existent.
I am 43 years old and come from Australia. I have travelled all over the world on many many different airlines for business and pleasure and have had many different experiences, but today was by far the worst experience, not just with an airline but any business I have ever dealt with. Not only was your ticket staff poorly educated and rude, your customer service representative too was poorly versed and finalized our discussion with flat silence, until I said well I guess that's it then. He had no solution other than I should go back, then your flight attendant basically was the icing on the cake, although she did take Joel the extra 10 minutes early, although I was instructed to absolutely not leave the terminal until the plane had taken off, Why? (I did wait - nothing happened) What happens if he was on a connecting flight, would I need to call when he arrived and wait until that flight departed~~ What exactly is the $50 for? Does this mean that if 30 children go on a school trip with 1 Teacher that 29 of them need to pay an additional $50 because they are sitting on their own (basically unaccompanied minors)? Is there a cut off for how many children? This may seem ludicrous and childish, but if you are considering how to make money here, then maybe, not so crazy.
Finally after reading your review on Skytrax, I would never fly with you ever. Considering the state of the Economy we are in, I would think that all your staff members would better educated in your companies Policy's and that of the FAA. Never indirectly tell a customer that he or she is lying if they were unsure of the absolute facts. Understand that not all customers are out to get something for nothing and that we are all truly feeling the pinch, so have some understanding when customers are stressed with additional charges. It isn't about the additional charges it is about the how these charges are being administered, being directed, being asked for and so forth.
Considering all round the state of the Economy, the fact that nearly 3 in 4 families are blended families, meaning more and more kids are flying younger to see mum or dad or other family members due to court orders, this almost looks like a way to add to the hardship of families already in hardship. Understandably 12 and under or maybe Grade 6 and under, these children are young and need adult accompaniment (real assistance) not just a flight attendant on the plane asking once if they want a drink or need a colored book pack, but someone that is there instead of a parent or guardian for that time, that would be money well spent and should be a federal regulation, not up to the manipulative play of the airline looking to make additional revenues.

Katherine Miller

After someone committed fraud by using our debit card and charging a airlines ticket on frontier, I tried to alert them - I am in bahamas.
I called their consumer department and after waiting an hour an 12 minutes, I was disconnected by their operator. I call again this time another 40 minutes and was disconnected again. Every business nees to establish a hot line to deal with urgent frud complaints and frontier shows no sensitivity to this need. Moreover its consumer specialists bare really exoert at disconnecting people presumably so they do not have to deal with them

Terrible customer service relating to elderly/disabled passenger. Recently booked a trip DEN/MCI with my elderly mother who needs an aisle seat. The route did not offer the "Classic" fare, so no advance seat assignments were permitted. When I tried to check in online 24 hours in advance, could not check in for my mother because we had a "meet and assist" request. When I tried to call reservations to get the seat assignment (should have been a simple request), the phone system does everything it can to discourage you from talking with a real person. Was put on hold for 30 MINUTES just to talk with an agent. When the agent finally answered, she was VERY unhelpful and uncaring. Put on hold another 10 minutes to talk with supervisor. Supervisor told me that I should have booked the more expensive Classic fare if I wanted seat assignments (apparently without checking to see if it was even available). Tried to tell me I would have to wait until check-in at the airport. Finally got my mother an aisle seat, but unfortunately it's seven rows away from my seat assignment!

Round trip Denver/Durango/Denver...leaving 4/1/10, returning 4/3/10. Business done early, called reservations-told standby possible for a same day earlier flight [protected]). Checked available seating for earlier flights the NIGHT BEFORE...LESS THAN 1/2 FULL BOOKED. Went to airport, ticket counter personnel said I have to pay $100.00 + change in fare...for a 5 hour earlier flight!...when I could have purchased a COMPLETE ONE WAY TICKET THE NIGHT BEFORE FOR $50.00.

THEN THEY CANCEL MY FLIGHT...STRANDED IN DURANGO.

I HAVE GIVEN UP MY FF ACCOUNT AND MILES...they make it so hard to use them anyhow, so it is no big loss. I will NEVER fly Frontier again, and as much as I hate flying United...Thanks Southwest for flying out of Denver...I will rack the miles...trust me. Looks like I will see a lot of DFW (Delta/American), SLC (Delta), and ORD (American ORD/Southwest MDW)...

I understand the policy, but when the traveller's changed plans do not infirnge on the possibility of the sale of the last couple of seats on a heavy flight, and the airlines are so severely driven by profits that they do what happened to me, it is time I put the 80K/year of airlines flights I purchase to another company that WANTS my business!

I lost my bank card in Mexico & realized it when booking a flight home. My mom didn't get paid until the next day so she reserved a ticket for me -- that was a releaf.

So - I traveled on the bus for 6 hours to get to the airport. Come to find out that my hold was canceled - so - my mom paid for the ticket this time - but; the flight left 8 hours later then the original flight left.

At about 10:07 I walked over to the counter - but; to the side where I can just check my baggage. There was 1 person at the counter - when I walked up there he was talking to a military guy and gave him free baggage check and let him check his baggage early ( he's on the same flight as me. )

So at 10:15 -- It my turn to go up there and he wouldn't even let me check my 1 bag in.. not until 10:39 he said.. I said.. but; I been here since 3am.. and I'm hungry & dont want to go into the restaurant with the HUGE bag.. and he said: me too, I'm hungry.. but; I can't help you.. and I said.. there is no way to override it? He replayed: no sir, I cannot.

but; that's exactly what he just did for the other guy. He even said: sorry this is taking long - I just have to override this..

How do I know this military guy is on the same flight as me? because he's going to Denver leaving from gate A3 and I checked the screens of departure and arrivals & my flight is the next one to Denver.

Our flight from Cozumel to Denver was cancelled. We were given several different explanations (there was also a language barrier) while we were in the airport for 9 hours. We were instructed to wait in line for $100 vouchers to release Frontier from all claims, before our names were put on a list for a hotel for the night. I explained that it was imperative that my family return the next day to our home in Kansas City. Passengers on our flight were assigned to three other outgoing airlines the next day: Continental, Delta, and US Airways. We were booked on US Airways to Charlotte, NC. Then, we were put on the last flight to Denver--making it impossible to fly to KC that night. Frontier did not cover our hotel expense in Denver. My children missed two days of school, and I missed work due to the inflexible itinerary assigned to us by Frontier--we saw others from our original flight on an earlier flight from Charlotte to Denver; we may have been one of the few families that did not have Denver as their final destination. Had we known it would take us 2.5 days to get back home, we wouldn't have taken this mini-vacation to Cozumel over President's Day weekend.

Flying from Dayton, Ohio to Las Vegas on flight #1092 on 1/17/2010. My flight was to leave the Dayton International Airport at 6:15 am on 1/17/10; I arrived at the airport at 4:00 am. Frontier air Lines requires a mandatory 2-hour check in according to your published info & your record info on your 1-800 line. The check in desk was not open. But the fight information board showed the flight to be canceled. I was second in line for service, at about 5:15-5:30 am a female ticket agent did come out to the desk, she did not speak with any of the passengers waiting in line, she picked up the telephone, and actually held it to her ear the entire time I stood in line which was until about 6:15 am. Another ticket agent, a young man came out & had a conversation with the female ticket agent, and he proceeded to log in to your system to start helping passengers. He randomly called out passengers name’s to re-book flights on other carriers. After about 20 minutes I ask him why he was not speaking with people in the order they arrived, he replied that the folks he was calling had connecting flights. I told him that I did too…so he ask my name & then re-booked me on US Air fight 2248 at 6:55 am. All was well for this leg of the trip. The real trouble began on 1/21/10. I was booked to leave Las Vegas to Phoenix on US Air flight 117 @ 9:40 pm. Because of all the bad weather in the southwest that day all flights had been canceled. I know that this is not Frontier Airlines problem to fix, so I called US Air to get rescheduled to fly to Phoenix, I was told they could not get me there until Sunday, 1/24/10 after 10 am…this is where the problem ensues, my flight on 1/24/10 from Phoenix on Frontier Airlines #868 was leaving at 7:2

So my next option is to call Frontier Airlines to see if I could change my return date/ticket to 1/22/10 and fly back to Dayton, Ohio. I called their 1-800 no customer service number at 6pm Las Vegas time, was on hold for 1 hour before I spoke with a representative. As I explained the situation, I was told it is not Frontier’s Problem.. I needed to call US Air it was their problem..He would not stop talking so I could explain the situation. I asked to speak with a supervisor, after being on hold for about 10/15 minutes, she came on the line, and told me that the previous man had explained the situation, and she could book me on a flight the following day. I asked her if this was confirmed, she told me yes. (My mistake here was not getting a name & employee #.) This flight was to leave Las Vegas at 10:15 am #976 going to Milwaukee then to Dayton, Ohio. As per the rules I show up at the Las Vegas airport at 7:30 am to check in. When I got to the ticket agent, she could not find the “the confirmed reservation”. She picked up the telephone and called someone..(Have no idea who.) Then after about 30 minutes, I ask what the problem was and this is what she said. “What she did find in the system was that I had flown out the night before on the canceled flight, US Air. She then called, I guess US Air to fix the computer system so she could proceed. After that was done, she then took me to the on floor manager.) He then looked in the system for the reservation to Milwaukee. Once he found it, he told me the cost would be $676.00, time was now about 9am.

Needless to say I was a bit over whelmed at the cost, because the night prior when I was on the phone with your customer service supervisor, nothing had been mentioned about this ticket price. (Had that been the case I wouldn’t have been standing there!) When I explained to Mr. Chambers the conversation that took place the night before, his reply was, I have no proof that they didn’t tell you the price! At this point his behavior was nothing but condescending, rude and insulting. He was loud, he told me it wasn’t his fault, US Air Cancelled the fight & it wasn’t his problem to help me. Either I wanted the ticket or not…I stood at the ticket desk & once again called your customer service, and was told exactly the same thing, as Mr. Chambers..by now it was 10:30 am and the flight was gone. Mr. Chambers, had been holding in his hand all my itinerary papers the entire time we have been speaking, he was folding them up and slamming them down …speaking very loudly to me, either “I excepted his help or not”. At this point I asked to speak with his supervisor, when he told me he was the top man in Las Vegas.

If this is the kind of customer service Frontier Airlines wants, I am shocked!
Please understand that I did not once yell or insult, or call any one any names..I retain my composer the best I could muster.. I then re-iterated that my fight back to Dayton, flew out of Phoenix, and I couldn’t get there, so I needed to find a way home. Mr. Chamber’s stated, “You have a flight home out of Phoenix” that comment was nothing but sarcasm! So I asked him to check to see if he had any flights that would leaving Las Vegas on Sunday 1/24/10 to get back to Dayton, he refused to help me..

This has been my experience with Frontier Air Lines. I am 57 years old, professional and have flown many times, I have never been spoken to like this or treated with so little respect as I have been with Frontier Airlines. I certainly hope that this complaint doesn’t end up on someone’s desk in a pile of papers. Because if this is happening to me, how many other customers do you think this happening to, that aren’t sharing the experience? The best form of advertising is through word of mouth, what do you think I have been saying? I would truly like to hear from a representative from your company, and not just a form letter that thanks me for expressing my opinion! Do you really record phone conversations? If so, I would love for you to pull this one up!

Insisted that my son check both his bags-
1st bag $20 2nd bag $30
Understand the policy that only 1 carry on is allowed.
However the agent informed my son that he must check both his bags.

Filed a formal complaint with Frontier Consumer affairs division and was advised that the complaint would be sent to the Directors and Officers of the company.

If I receive no refund for the 2nd bag, I will make sure that my company policy prohibits any employees from flying this airline in the future. I am advising all friends & family to avoid Frontier Airlines as well.

Complaint filed with BBB as well.

Dear Frontier Airlines,

I am writing this letter to complain about the poor service we encountered recently on one of your flights. On a recent trip to Denver my husband and I traveled from Phoenix Sky Harbour to Denver International Airport on a Frontier Airlines flight. My travel experience with Frontier Airlines has been outstanding, that is, until the previously mentioned flight taken on November 1, 2009. On that date, we boarded flight 608, Saturday morning on a delayed plane from Denver. The crew seemed reasonable but agitated at boarding. As a frequent flier with Assent status on Frontier, my husband and I were able to board early. Once in our seats we were approached by flight attendant, Van: no last names were given to us. She asked us if we would exchange seats with a mother and young son. Apparently the mother and son were assigned exit row seats. Since the child was a minor and not allowed to sit in the exit row, Van asked us to switch seats. We agreed. As the seats were interchanged, Van told us that we could have free on board TV. SInce I have Assent status this 'perk' was not necessary, so she promised a free drink from the menu or a free treat from the snack tray. We agreed and assumed all was well. However, during the flight, unbeknownst to us, the information exchanged to us from Van was not transferred to the rest of the flight crew. During the snack sale portion of the trip, my husband commenced to ask for a snack from flight attendant Linda. When she asked for payment, my husband mentioned the discourse between the other attendant and us. Linda was beyond rude as she replied loudly to him, "Frontier does not give free food to passengers!". Of course we were stunned at her impolite demeanor toward us. Again, in soft tones, he explained the agreement we had with Van. To which she proceeded to yell loudly toward to back of the plane (we are in exit row) where Van was working. I am not repeating verbatim, however, her words were in the following vein, " This customer said he could have free food. We don't give free food out! He needs to pay like every one else!" Of course we were mortified! To which I responded, again, with soft tones, "please, let's try and keep our voices down and a bit more quiet. You've embarrassed us enough. We will pay for the snack, no problem." Her reply was rather threatening, "I am finished with this, unless you want to continue, I will talk as loudly as I want and say what I want. Its up to you...shall I move on... or, are you finished!" At this point she threw the snack toward us and began to take requests from other passengers. We sat there red faced and embarrassed for much of the remainder of the flight. My husband and I agreed that this was unfortunate behavior from Frontier staff and concurred that we would complain to Frontier Airlines.

As I deplaned in Denver, I approached the waiting attendants at the anterior of the plane, and asked them for their names. Van relinquished hers, however, Linda ignored me altogether. I again asked her for her name, to which her reply was brash and rude. I exited the plane. My husband, disembarked much later. He witnessed the attendants mimic, mock and berate me as the other passengers continued to pass them. As he left the plane, he asked to speak to the pilot, Mr. Todd Morgan. He and Mr. Morgan stepped out of the plane and talked on the jetway. The pilot remained neutral, giving excuses for his fellow employees. After talking, they parted amicably, with the understanding that we would file a complaint.

We sat down at DIA and revisited the event. We remembered a few other incidents that occurred on the flight and thought we would mention it as well. One in particular was disturbing. Van, the flight attendant we spoke of earlier, handled a fellow passenger without regard to his dignity. Her behavior began when the plane was getting ready to leave the gate. She walked through the plane performing last minute check, when she noticed an empty seat. This seat was across the aisle from us, an exit seat as well. She asked the passenger in the seat located next to the empty as to the whereabouts of the missing passenger. "in the bathroom, I guess", was the reply. On verification that the lavatory was occupied, she rolled her eyes, placed her arms on the seat back of seats on either side of her and said to the rest of us on the plane, " Well I guess we need to wait! Hey, lets embarrass him when he comes out of the bathroom! We'll tell him he delayed the plane further than we wanted and now we will be much later to Denver!, just because he needed to go to the bathroom!" Her remark was mostly ignored by my fellow passengers. When he returned to his seat, she chuckled, and said, "Well, now that we are ALL in our seats, I can begin my demonstration. Sir, will you be able to perform the duty expected from an exit row seat... etc." I have NEVER witnessed such degrading conduct on a plane. The poor fellow had no idea what was said or why she chuckled once he regained his seat. This performance would not have been reported by me, had they been pleasant the remainder of the trip. The foul mood from the flight attendants should not go unregarded.

I hope that you will investigate this further with resolve. No one should be treated to the degree that we were.

I hope to hear from you soon.

Regards,