Frontier Airlines
Reviews and Complaints

I was boarded onto Frontier flight 777 for the 7:56 flight from Denver International Airport to Las Vegas Airport on 12/21/22.

After a significant wait of 2 1/2 on the tarmac in Denver, we finally took off. After 10 minutes in the air, we circled around and returned to our gate. We received no communication from the pilot or crew at that time. After waiting until we pulled up to the gate, the pilot said to "stay in our seat until we figure out what is happening." After sitting in our seats another hour and a half, we were informed that our plane had a mechanical issue. We were not allowed to deplane, we were not offered beverages. We were given another aircraft for our journey with the same flight crew. We were told to proceed immediately to another gate.

We sat on the second plane for two hours awaiting refueling. The plane began to taxi down to the runway, but returned to the gate because THIS SECOND plane had mechanical failure as well. Myself and the passengers around me were extremely upset at this SECONDARY MECHANICAL FAILURE WITH AN AIRCRAFT. More importantly, the pilot and the flight attendant imparted no information whatsoever to us as to what our options were. There was a lot of confusion as to whether we were supposed to deplane or remain seated. People were grabbing their bags, pushing past one another and they were greatly distressed. The flight attendants still did not give information or direction.

After 8 hours of this fiasco, we were never offered beverages the entire time. Finally, finally, finally after all of this, the pilot simply canceled the flight. He even mentioned the eight hour span time. There was one agent at the gate as we were deplaning who simply told us to go to the customer service for Frontier between gates 36 and 38. There was no instruction that our flight was rescheduled nor how to proceed from this point. We were told via speaker by a flight attendant in an announcement to go onto the Frontier App and we could update our flight. I attempted to do this while standing in the customer service line for FOUR HOURS. Your live agent on your chat feature didn't have a command of the English language and couldn't comprehend that my Flight was canceled by Frontier. I discovered in an email a few minutes later they sent me that the chat agent charged a reschedule fee! I was infuriated because I repeated several times on the chat that Frontier canceled my flight and it wasn't my doing. Because of poor instruction by Frontier representatives, I went onto the Frontier app and canceled my flight in hopes that the agent at the customer service at the airport could handle this issue. Also, I was already four hours waiting in a line of 300+ people and because the chat agents on your app were not helpful, this was my only option since you no longer have a phone number! Your service desk had only four people on duty to handle the glut of passengers needing help. I noticed that there were 6 stations there, two unoccupied. After finally making my way to the head of the line (did I mention it was four hours?), the agent told me that because I hit the cancel button on the Frontier app, I had to purchase another ticket! Not only was she short tempered and rude, she didn't apologize on behalf of Frontier and she chastised me for a simple error. It was the Frontier flight attendant who encouraged us to update our status! I was traumatized by your rude and inadequate customer service representatives. Please kindly read this message in its entirety.

Hello,

I was supposed to fly from St. Louis to Las Vegas on 19th June 2020. But due to Covid we had to cancel the plan and we cancelled the trip.

We want to know the credit amount we have with you.

I can give you my Confirmation number as well as my ticket number.

We are unable to reach out to you either by chat or phone call.

Airline Confirmation #: F675PF

Passenger/Ticket Number:

MANISH KANSARA [protected]

PURVI DHOLAKIA [protected]

KAMALKUMAR KANSARA [protected]

JASHWANTI KANSARA [protected]

PARESHKUMAR KANSARA [protected]

PRAVINA KANSARA [protected]

I have been trying to make reservations with frequent flyer miles and when I get to the end to complete my booking and get a confirmation it tells me there is an error because I didn't pay for carry-on baggage or seats. Upon reading I don't have to buy seats but have the option to take my chances when arriving at the airport, also I am not bringing any carry on luggage except for my personal bag. The system seems to be forcing me to pay something in order to finish this. If I want help with this I can PAY to have an agent help me! What!? There is no one to speak to and any issues can only be done online, what a convenient way to keep the consumer from be serviced. Deflect to a system where a human doesn't have to speak to another human that way nothing has to be done. Reminds me a lot of AEROFLOT when I was in the travel business.

On Saturday, December 17th, I arrived at the airport at 4 pm. 2 hours prior to my travel time.

I was unable to login to the app, it kept giving me an error, an agent came to assist and she was all but rude and then walked away from me, I had to track her down. She was yet short and rude the second time and then she sent me to personnel who was also rude. Personnel stated she had called for the passengers going to Tampa to form a line, being that I was busy trying to navigate the app to get the confirmation # to use on the KIOSK I did not hear her. She belittled me stating that I was lying and had just arrived to the airport and that it was too late as the flight was closing in 15 mins then proceeded to talk on the phone and totally ignored that I was standing there waiting for feedback. I was so frustrated and angry, I had to walk away and could not even rebooked another flight as how disrespected I felt, she had me in tears. Customers are priority in any type of business, I always go the extra mile to assist my customers and I certainly felt violated by her behavior, these are the people who are on the front line and it speaks louder then words for Frontier. Looking forward to a better experience next time at which time I will make a decision if I will use Frontier again in the future.

I had a reservation in May 2021 when I arrived to the airport with my family we arrived 4hrs before boarding started. We were told plane doors were closed since flight was full. This was before boarding even started confirmation# qys2mm. We were delayed from 7am to 10pm — we missed a full day of activities in Cancun, transportation charges and park tickets missed. Please help me get a refund for my departure... Thank you.

They say as long as I boarded a plane they can't due anything - well whatever happens to the plans we have. Reservations ahead of time. They need to be more responsible and held accountable.

Tried to book a ticket using the credit given for earlier cancelled booking. Customer representative took the details and entered wrong last name, and charged the credit card for 156.94. Didn't get any confirmation email or booking code. After 2 days, called again and was told there was no booking. Since I had to use the credit soon make another booking and paid same amount again. This time I got the confirmation code. Now Frontier has two bookings in their system for us on the same day and same flight. When disputed the first booking Frontier refused to refund. On further raising query, Citi Advantage card is saying time has expired.

Please get me the refund for the booking C5GU6Y — which is 156.94

Other booking code which is valid - WGJQ9K

Hope someone looks into this and resolves or guide what can be done.

Frontier Airline willfully make their website as convoluted as possible in an attempt to extract as much money as possible from unsuspecting clients. The website at times automatically selects add-on services that may not be purposefully or voluntarily selected by the customer and buries the information in their unnecessarily busy booking system.

In this case, I was purchasing flights for myself and 3 family members for flights from Philadelphia Pennsylvania to Tampa Florida over the 2022 Christmas break. The website automatically selected a seat for one of the members of the party in a higher priced area with extended leg room. This selection was not clearly highlighted on a website that tries to push additional services over multiple pages. Upon purchasing the tickets, the error was noticed, and Frontier were contacted about making changes to the ticket weeks before the flight. Although Frontier are willing to add costs to the ticket, including additional bags, selection of seats, and help at the airport, but would not refund the unwanted seat. The company hides behind the fact that this is company policy, but this seems like an unethical policy aimed at extracting money from customers. The cost of the seat could be refunded, a credit could be returned given that the service (ie the use of the seat) has not been used. This feels like daylight robbery given the complicated and confusing website, and the unwillingness to return funds to a ticket for a seat that has not yet been used but willingness to accept more money for other services.

We had a trip scheduled 9/21-9/26 for a family gathering for my girlfriend's son Jason's 40th birthday. It was to be a surprise party. The week before his wife's father fell ill and passed away. Due to the death, they had to cancel traveling to go to the gathering. Since they could not be there, the entire event was cancelled- due to a death in the family.

I called and cancelled our travel reservations as soon as I found out about the unfortunate circumstances on 9/20, and immediately filed a claim with AIG TravelGuard to get re-imbursed for the airfare we paid Frontier Airlines because I had purchased their TravelGuard insurance to cover us in the event something happened to interrupt our trip. I did not receive a copy of the insurance policy & assumed that we would be covered and be re-imbursed our airfare which was $675. We were re-imbursed all of our other travel arrangements (hotel and car rental reservations) without having an "insurance" policy- they were understanding and most helpful.

I did not hear from TravelGuard for almost a month, but the insurance adjuster denied our claim and offered no help or understanding whatsoever.

The travel insurance program that Frontier Airlines has is just a ploy to suck more money out their customers and should be illegal- they won't pay out. They need to be reprimanded and fined for fraud.

I had a flight with Frontier airline December 6, 2022, the fight was more of them 12hours in airport here is my confirmation Code T6I79L from lavage to Milwaukee them went to baggage my luggage is torn rip no one there to help me. I am asking for my replacement money for my bag. I paid 80.00 for this bag and 57 to check my bag with you all. Flight number F9 434 10:04 Gate A42 Zone 3 Seat 28C Bag tag F90422552782 F9 434 SEQ-0022

Confirmation # (optional):

HGVPPX

Connect

Thanks! Let me get someone. I'll pass your information along to them and they'll join the chat as soon as possible.

We've received your message and appreciate you taking the time to contact us! As we're experiencing longer than normal wait times, our responses may be delayed. Thanks for your patience, an agent will assist as soon as possible.

First Name: Jiayi

Last Name: Tian

Confirmation Number: HGVPPX

hi

anyone help?

My name is April Rose. I see that you are contacting us regarding changing your flight. I'll be more than happy to assist you. Can you tell us more about it?

Hi April

How are you today

can you help me with the flight with confimration HGVPPX

it's on Dec 10th

for 3 peoople

but Dawei Ming on this trip cannot flight with us due to he is sick

can you help to remove him from the flight, and re-assign my purchased "carry-on" bag under my name plz

the other two people can be flight without any problem

So on this trip only "Jiayi Tian" and "Nong Ming" will be there

?

any help?

are you still there?

Hello Jiayi, I am doing good thank you for asking. I understand your concern. Let me take a look at the reservation so we can process your request. One moment.

thank you

I appreciate your time waiting. What I can do here is to separate Dawei from the original reservation and once it is done it cannot be undone. For the bag. It can't be transferred under your name as Bag and seats upon purchase is not refundable.

not refundable?

if Dawei being removed from the trip, can I get the credit rufund for one person?

All tickets are non-refundable unless the WORKS bundle was purchased at the time of initial booking, or canceled within 24 hours of booking for flights over 7 days from the departure date.

okay then if you do not do anything by removing David, can I still checked in with 1 checked bag and 1 carry on bag?

If you wish to cancel his flight, a cancelation fee of $99 applies and it will be deducted from the cost of his ticket. Any remaining amount of the reservation will be credited back in a form of a travel credit valid for 90 days. How would you like to proceed?

Yes, you can. But do you know that it is much cheaper to add the bag and sets online rather than with an agent?

I purchase the carry on bag online

so how much credit does his amount valued?

For us to know that we will separate him form the existing reservation first. Give me amoment.

are you said this the separation is not be able to reverse, please do not do that if this is not recoverable

What I mean. You will in the same flight details it is just that he will be separated from the original reservation. Just the reason that we want to make changes to his reservation, the original reservation will not get affected.

okay

Would you like me to proceed?

wait

if we separate from him, the carry-on bag cannot be applied to any of the rest two people, can you confirm?

and it's non-refundable?

Yes.

but if we just keep as it is, we can still check with one carry on bag since it's already purchase right?

can you confirm?

It cannot be transferred to a different person.

Let's say Dawei cannot make it for his flight, the bag under his name cannot be check-in by a different passenger.

The option that we have here is to separate him from the reservation and cancel his flight for the meantime a cancelation fee applies and any remaining amount from the cost of the ticket will be credited back in a form of a travel credit. You can submit a waiver request to waive the cancelation fee by submitting documents with a doctor's note.

okay thanks, then please go ahead with the process

He is so sick and could not get our of his house, he could not be able to see a doctor for the note. How can we request the cancellation fee waiver?

did you proceed?

any update plz?

?

?

?

anyone help?

?

My name is Yvette W. Williams, Esq. and I am a retired attorney. I may be contacted at [protected] or by email at [protected]@aol.com.

On September 21, 2022, in connection with my travel on Frontier Airlines en route from Trenton Airport, (Trenton NJ) to Atlanta International Airport, (Atlanta, GA), as I was about to board the plane, I was advised by a Frontier Airlines Agent that I had to pay a carry-on baggage fee of $99 because my personal item exceeded the size restrictions. I provided the Frontier Airlines Agent a bank debit card for the charge of $99 and it was approved and debited. I later discovered on or about September 26, 2022 that Frontier Airlines had charged $99 to my Frontier Airlines Mastercard. Immediately I contacted Frontier Airlines Mastercard (Barclays) to refute the charge based upon fraud and I closed the credit account. On October 5, 2022, Barclays issued a letter indicating that its fraud investigation was completed and that I was not responsible for the reported fraudulent activity.

Frontier Airlines engaged in fraudulent activity by illegally accessing my Frontier Airlines MasterCard on September 21, 2022 and posting a charge of $99 to the account.

Frontier Airlines has again illegally accessed and charged $99 to the closed Frontier Airlines Mastercard. The charge was reposted on November 22, 2022. This is a blatant and egregious violation of criminal laws and my civil consumer privacy rights.

Believe the airline is using price gauging to increase the revenue stream and misinforms the customers.

I purchased tickets on the airline web site, I was informed that the prices were typical for the period of travel.

I choose to purchase this ticket when all other competitors had limited capacity and prices were higher. Frontier priced competitive with all other suppliers on the market.

A week later Frontier prices went down about 50% to fill in excess capacity. Every other airline price remained similar to the price at the time of my purchase.

I was travelling with my family from MCO to ORF through Frontier Airlines on 11/30. It was 6:15 am flight. We scanned our boarding pass at the departure point. While we already entered the walkway to board the flight, suddenly Frontier staff called us from the back to stop our boarding. She asked me to check the size of my personal item. This is the same personal luggage (specially made as per Frontier personal item measurement) we used multiple times in the past while flying through Frontier Airlines. They placed the bag in their personal luggage measurement bin and it was fitted perfectly. Still they argued with me and forced me to pay $99 at the counter, else they were not allowing us to onboard the flight. I politely tried to explain that my personal item bag always easily get fitted under the front seat of Frontier Airlines. But they continued to pressurize me to pay $99 bag fee.

I used the same luggage on 11/26 when we went to MCO from ORF. No questions were asked that time. Same luggage was used earlier flying as well without any issues. I was very much surprised how Frontier baggage policy changes depending on the airport I am flying from.

During you audit against my complain, you will find out that my boarding pass was scanned at the gate and I was allowed to board the flight along with my family. After that I was charged $99 as baggage fee. How come you guys allow your customer to board the aircraft and then call them back to pay $99 luggage fee. We are still at shock.

I want refund of this illogical $99 baggage charge from Frontier. This was a very shocking experience to me and my family where we were first allowed to board and then called back to pay $99 baggage fee. This sequence of actions prove that there was no problem with my personal bag size. Otherwise they should not allow us to board the flight.

I talked to the Frontier agents after arrival at ORF airport to resolve this matter. They checked my baggage and confirmed no issue with my baggage size. They suggested me to reach out to customer service. Since it was happened at MCO airport, ORF Frontier staff couldn't help us out. I reached out to customer service after that through chat. They rerouted me to airport agents to resolve the matter. I am at lost. Hence putting my complain here.

We have traveled for years on Frontier with our two small bags that fit under the seat. These are our personal items. In May 2022, we traveled to Phoenix with no problem. However, this was not the case when we traveled there for Thanksgiving. While boarding the plane, a very unpleasant gate agent demanded that we place our bags in the bin, without using any force. Of course, the bags, without clothing would have fit in the bin. Because the plane was boarding, we didn't have time to now pay for the bags using the app, so they charged us $200 at the gate. This is the most egregious policy — it is a way for frontier to gouge its customers. On the return flight, the counter agent said that the bags were perfectly acceptable. I have demanded that frontier refund the $200 for the outgoing flight, which they have refused to do. We will never fly frontier again.

My significant other and I got to the airport 1 1/2 hours before our flight that was suppose to take off at 7am. The workers are so incredibly oblivious to anyones urgency besides getting on their break. The old woman with white braids not only does she not want to work she is incredibly rude. In result 40 mins before our flight she denied us. But it took her 40 mins to get through 4 customers. They should be shut down due to their lack of customer service and ghetto employees. Zero give a [censored] about anyone other than there selves. Please help future passengers to not have to go through the nightmare my love and I had to go through.

Good morning! Re: INTIN# [protected]

On Oct 30,2022 I booked a trip to Cancun Mexico for my husband Gary Murphy and I. We we charged $3861.79. The next day we realized that luggage was not included. so we went online to book it, and we were charged $119. Then on Oct 31, 2022 we were charge another $728.00 for flights. we had not received confirmation that this happened, we only seen it on our visa. So please refund me for the $728.00.

Thank you for your time in this matter,

Looking forward to having this resolved as soon as possible

Valerie and Gary Murphy

917 Keddy Cove rd.

Molega Lake N.S.

B4V 4W6

[protected]

SY4BNC departing on November 16th from GRR to MCO at 6:48pm

To whom it may concern:

My name is Elena Perez and my husband is Louis A. Perez, First of all does anyone answer your phones? I have been calling to cancel a flight for two weeks which took place the 16th of this month and to no avail. Through no fault of our own could we make this trip and so I cancelled on line after trying on the phone. This was our first time with Frontier Airlines.

I thought I would receive a credit instead I received a credit for $4.00. We are both retirees and was hopeful that at least we could visit our children for the holidays with the credit we would receive. Instead $235.00 have gone to the airlines pocket. I surely hope that someone can help us.

Thanking you in advance.

Louis and Elena Perez

In May I applied for and received a Frontier Mastercard. It is now November and I have not had my miles applied to my Frontier account. Barclays said they had put the miles into an account and gave me the number of the account which is not my account number. They said to contact Frontier and have them merge the accounts. After many frustrating emails and phone calls, this has not happened. My $100 voucher for signing up for the card and the miles I have accrued on the card have not been credited. The voucher expires Nov 30th.

On Thursday, November 17, 2022, I arrived at the Harry Reid Airport, located in Las Vegas, Nevada, to make changes to my existing itinerary (Confirmation #Z8DS7V). While at the airport, I spoke to a customer service representative and advised him I had a last-minute scheduling dilemma and would need to modify my itinerary. At the conclusion of this 'brief' conversation, I was given a piece of paper bearing a phone number [protected]) to call to modify my travel arrangements. Furthermore, I was advised this was a 24/7 number I could call to help me. After calling this number without being able to speak to a live person, I learned customer service was only available during business hours and to log in to Frontier Airlines' "live chat." After waiting for over three hours, Carlos finally responded, asked a few questions, and discontinued the live chat while checking to see if the arrangements he suggested were feasible.

At this time, I cannot explain the level of frustration and disappointment I have with Frontier Airlines. After the countless delays and cancellations, I have never complained. If you check how many flights I have flown with Frontier, you will see I have been a loyal customer. However, what happened to me yesterday is completely unacceptable. I find it disheartening that I had to make other arrangements through another airline to see my family for the holidays.

Keep in mind, It took over a week to book this ticket online due to issues with your website, and the price increase when I was finally able to make the purchase.

In conclusion, I am sure there is an abundance of complaints regarding these issues and I am sorry. For the sake of the company's reputation, I really hope things turn around for the better. I have heard previous 'horror stories" in the past but up until this year, my experience with your airline had been stellar.

Respectfully,

Donavan L. McIntosh

10 Via Dolcetto

Henderson, NV 89011

702.400.8775

donavan. [protected]@yahoo.com

Member #[protected]

I have been flying Frontier Airlines often for approximately 2.5 years. This is no longer a coincidence. Every single time I have tried to book a flight, it has you Log into your account. Once logged in, you look up your flight times, price/miles, etc. You then choose your booking and at this point nothing will go right.. something will always go wrong with the website. For instance, it will either just flick your booking back to the first screen where you have to start all over again (3 trips this has happened); or when trying to purchase your ticket the website will tell you your credit card number is not going through (3 trips this has happened); or the website just stops and spins; or at the beginning screen it locks you out (grayed in) so you are unable to put in departure dates, etc. When any of these reasons happen and you have to start all over (every incident makes you start all over on choosing your flight). When this happens... The price keeps going up. I noticed two years ago that it was happening every single time. Today November 16, 2022, I tried to book a flight and each one of these issues described to me was happening. My flight the first time I tried to book stated the price was $92 from MCO to CLE. All of a sudden a problem with their website and the price then went up and up and up. It always goes up a few dollars the first time, then you start all over and the second time it will go up $15. This snowball effect continues until the price rises from when you started by almost $100 EVERY time you book a flight with Frontier. I was using my phone and laptop at the same time. The airline is now trying to charge me $169 for my $92 ticket price it started with. I assure you their is a scam so you do NOT EVER get the price it shows you the very first time you go to book a flight. I assure you that I am NOT the only one this happens to. I had my friend go on the website and the same exact thing was happening to her. This is a fraud and needs to be attended to. ALSO... If you try to call the airline and speak with someone the phone number is busy (who has busy signals these days) for hours.