Frontier Airlines
Reviews and Complaints

Nov 10, 2022 FL#536 My under the seat luggage of 18 x 14 x 8 fit into your box used to clear luggage prior to boarding. Your agent said if the bag goes in with nothing protruding from the box then it is clear to board. I made sure I did not overpack so My luggage did fit in snugly and was cleared to board.

Nov 13, 2022 FL#537 The same luggage did not clear as the lady in green claimed that I pushed it down. She said it had to slide down by itself. The same bag that was cleared on FL#536 was totally inside the personal carrier box at the airport with zero protrusions! But the lady claimed that I pushed it in and it should just slide in by itself! This lady was at least 8' away from the box and I had to put the bag in twice with many passengers witnessing it including 2 of your agents who did not speak up as though they were beholden this lady in green! After I paid and was issued a new boarding pass by the agent standing next to the lady in green, I waited by the door to board as all passengers at this time had boarded and the doors were closed.(only 3-4 passengers were waiting at the counter).Then, the lady in green motioned to stop me from boarding but her co-worker told her I paid already. I wondered as I walked into the plane if I would be arbitrarily stopped again!

Why!? Could it be that I was Asian, elderly and small in build? I felt that the lady in green had some personal vendetta against me and I was being discriminated!

I say NEVER FLY FRONTIER after that incident. Unfortunately for the rest of the Frontier crew, they were fine, but one employee who abused her authority manages to lose this customer if not more!

Incident date: 11/09/2022. Flight F91070 Orlando International Airport. Is was charged $99.00 payment receipt UJ1G3R-03 for a carry-on bag 20 inches in length by 14 inches in height and 8 inches in width weighing approxiamately 17.2 pounds.

On 11/08/2022 Flight F9 1050 Detroit Metropolitan Airport. The day before the incident/ charged I was cleared at registration and departure gate to carry-on at no charge. The flight would be connecting flight to Orlando International Airport to its destination to Detroit Metropolitan Airport.

The incident occurred at the gate in Orlando. The flight had been delayed and the check-in gate person who was frustrated during the boarding process said I had to check-in my carry on as he did several other seniors who were carrying on bags. I did explain to him that it was cleared when I left Orlando at registration and departure gate. He said he understood and I could file a complaint at customer service.

A patient of mine has lost his luggage with your airline. All of his medication was in his luggage. He has spent the last 24 hours trying to reach your customer service without success. My patient had to go to the ER to have some of his key prescriptions given to him to be able to function until his luggage can be found. Would you please call him so he can get his medication back. His name is Stephen Hupcey he is at the Delta hotel at [protected] in room 308.

Good afternoon Gentlemen,

My name is Deana Salter and I flew Frontier Airlines yesterday November 8th and it was the worse experience I’ve ever endured. I’m 51 yrs old and always flew with someone and this time was my first time flying alone. I’ve flown Frontier before and never experienced this treatment ever. From checking in in Phoenix, AZ to landing in Salt Lake City, Utah, I was in tears, humiliated and traumatized.

First and foremost at check-in, I couldn’t get assistance unless I paid for it, I was appalled that there wasn’t someone there to help your customers with out being charged for it. Then I realized I had to pay for my carry-on in addition to my check-in bag, I couldn’t afford that so I had to pretty much throw my carry-on in the trash, there wasn’t another option. All the staff did was shrug their shoulders. Embarrassingly I had to transfer into my carry-on what was of least importance to me, which was devastating.

The flight was ok but 30 minutes late leaving PHX, the time scheduled was a 12:25 pm take off out of Salt Lake but it ended up 12:55 pm. Not knowing Salt Lake airport I had to run to my connecting flight with Delta. I made it just in time, they loaded a bit early and take off to Butte was on time. As we were taxiing my phone rang and it was Frontier notifying me that my luggage was in her office. I was shocked! I asked how and why I had a connecting flight. I asked, no I’m, sorry I begged her if she could help me and get it on a delt flight today, November 9th. I expressed to her that It’s 14 degrees here and my skin care and medication is in my luggage and I’m here for over 10 days. She said she will talk to her manager and call me back when the flight lands.

I didn’t get her name, but she didn’t call me back so I called her at this number1-[protected]. She was very rude, expressed to me that her manager said there was nothing they can do for me that I had to come pick it up. So in disbelief I repeated that back to her and asked, “so your telling me that I have to drive to salt lake from butte to pick up my luggage, you won’t just walk it to delta and help me get it on a flight?” She said nope, we don’t have a luggage agreement with Delta. Back in tear again she repeated it again that I have 3 days and after 3 days they dispose of it. I need my skin care medication and I cannot afford to buy all of my clothes for 10 days. I continued to try to talk to her and she hung up on me.

Now in more tears, trying to figure out what to do, I try to call back and no one answers. I was humiliated by frontier staff, wasn’t able to get assistance and now I have no luggage and not one ounce of empathy from whoever called me about the luggage. I’m in Butte, Montana and it’s 14 degrees here and I have no clothes. I will never fly Frontier again, I am in tears just typing this email. I’ve already made a complaint through the Better Business Bureau and will continue to do whatever I have to do to make sure SOMEONE works to train your staff for customer services. The worse of this whole thing I offered to pay whatever I had to for her help and she said no.

I called again this morning and no answer I left a message and there is no call back. I’ve been searching for hours for working numbers to the Salt Lake office but they all are disconnected. I am going seek a lawyer for the trauma that I have been put through, the humiliation, treatment and trauma. This has been so embarrassing I can’t stop crying even as I write this email. The staff in PHX did not tell me I had to pick up my bag even after confirming I had a connecting flight through DELTA to MT.

My confirmation code is HF8JHN. Flight F9 2942 at gate F2. I sat in zone 3, seat 19E. my phone number is [protected].

flight to chicago from denver 11/14

I had a terrible experience with Frontier airlines. I have flown with them many times for the cheaper airline price and have always taken a back pack that I have never had to pay for as a carry on. It has always been checked and it always fit in the personal item bin and they let me board.

THIS FLIGHT: I was stopped in line, made to put my bag in the personal item, ONE strap was hanging out and they said it did not fit in the bin. I did not shove/push my bag in. It easily fit. I refused and said it fits in the bin with people agreeing around me. Someone with an inch of power behind the desk said I will be escorted out if I did not pay. She said I could not board the plane without paying. My bag fit. I paid with hopes a reasonable person with customer service could help me on my return flight. No luck.

I will now ALWAYS pay the extra 50$ with another airline to not be disrespected and humiliated.

NEVER. AGAIN.

I need someone to call me back. I have been trying for days upon days, on hold for multiple hours. My credit card was charged for two flights that one was cancelled, two was supposedly never booked. The original flight your airline cancelled did refund that one less $11.00 even though you had cancelled the entire flight. I had a family emergency and never got there. I have attached the back up I would like a phone call ASAP as I am paying interest for these charges. Trina Thomson [protected] [protected]@gmail.com. I would like this done promptly please.

Frontier Airline cancelled a flight from Atl to Islip on Oct 23 2022 and i have been trying ever since to get a single person on the phone to discuss the additional cost incurred to book my own flight to get home to another airport and to uber to my original airport. Customer service is non-existent. confirm 2S4KWO.

The flight was delayed numerous times then deplaned into the gate. We were told that we would reboard in fifteen minutes after two hrs of delays and that never happened. The flight was cancelled without an overhead announcement. My wife called to tell me. I had to leave the busiest airport in the US (took me two hrs to get in through TSA) to get my luggage and then another 1.5 hrs to get back through tsa. Frontier offered only a flight the next day - not an option for me. So I booked a flight to LGA at $550 and had to UBER home at midnight at $172.50. I was given a small credit for the final leg and a $50 voucher to go away.

On Oct. 9, 2022 I went to MCO to check my bag that I paid for. My flt was a direct flt. Flt no. 1038 Seat 3 A Mco/Buf conformation no. U8. ZWI. My seat that I paid for did not work. I needed the Flt. Att. help operating the seat. It was called a stretch seat. It didn't stretch! Arriving at Buffalo I went to my bag carousel and my bag was not there. I went to the ticket agents desk and spoke with a woman with Frontier named Meemee. She checked and said, my bag was still in MCO. Meemee gave me a form to fill out. I took a cpy of the form with my Iphone cause Meemee would not give me a cpy. I did ask for her phone number at her counter it is [protected]. Meemee told me to call the next day and see if my bag arrived on the flt the next day coming in from Mco. I call the following day and Mary answered the phone. She said, the flt was arriving soon and to call her back in an hour and she would let me know. Well, I call the counter 5 times on Oct 10. No one answered. No one called me. Ever night I had to hand wash my bra, underware, pants and blouse. Every morning I had to blow dry my clothes then get out the ironing board and iron. Everyday say scenario, WASH, BLOW DRY IRON, TRY TO CALL MEEMEE. I have on my Iphone a call log as to how many times a day I tried to call Meemee. This was my vacation! I should not be doing laundry and wearing the same clothes everday of my vacation and not having my makeup and proper hair care items because Frontier could not find my bag! Nor did they care. When I saw Meemee on my return flt home buf/mco Meemee said, my bag was still in MCO. My return flt was 1039 Conformation U83ZWI.

To add insult to injury my seat on my return trip did not work either...

The bulk head was in my face. I need the Male Flt. to make the seat work.

The day after I got home on Oct 13, I received a call to come get my bag

from the Orlando airport. Imagine! I said, pls deliver my bag. On Oct 14 they delivered my bag.

I was supposed to fly out of Nashville, TN to Sacramento, CA on 11-05-2022 at 0600hrs. I was a few minutes late to the gate. The plane was still sitting at the gate and the airport personnel was just closing the door. I was told I was too late and there were no other flights out that day, so I had the booking changed to 11-07-2022. I called my daughter and asked her to call her husband to come pick me up. Instead they bought me me another flight on another airline only about an hour later.

Today, 11-06-2022, I contacted Frontier through chat on their app. I was requesting a refund seeing as how I wouldn't be using that booking. I was informed by more than one agent that they would give me a flight credit worth $61.89 valid for 90 days. When I told them that I wouldn't be flying anywhere in that period of time, they told me they had a no refund policy, which wasn't on my itinerary. There was however a change/cancellation schedule in the app that said I would be responsible for a $99 cancellation fee (which I was more then willing to pay). Needless to say, they are refusing me my refund.

Another thing about Frontier Airlines, be ready to pay extra for everything from seating to drinks and snacks. The only thing free on this airline is ice water. Also, airport assistance is an extra fee of $10.00, instead of free like almost every other airline.

I purchased the "works" for myself and my parents. I cancelled the trip because my dad (ticket holder robert mccabe) fractured his back. I was promised a full refund by two of your employees via phone. I even expressed concern to one of your employees that the cancellation email said "travel credit" and was assured the monies would be "refunded". It has been more than 6 months and we still do not have the refund. My parents are elderly and handicapped, they will most likely not be traveling by air in the future. Therefore, we need monies to be refunded. I feel as though we are not being treated fairly by frontier airlines, is it because my parents are elderly and handicapped? I recently wrote to your customer service and received the following unacceptable response:

Dear jean,

Thank you for contacting frontier airlines.

We have received your refund request.

My research indicates that you purchased a non-refundable economy fare ticket for confirmation code: eilznb. This type of ticket does not qualify for a refund if 24 hours have passed from the time purchase.

Respectfully, we are unable to honor your refund request at this time. Your credit must be applied towards booking a new reservation within 90 days from the date the original trip was cancelled. Travel must be rebooked by that date, but may be scheduled beyond that date to any destination serviced by frontier airlines.

To book your new travel, please visit www.FlyFrontier.com. complete a brand new booking and on the payment page you will see “have frontier credit? Add frontier credit here.” type in confirmation code: eilznb and email address: [protected]@bayvillestorage.com to apply your existing credit.

Important information regarding tickets, ticket validity and itinerary changes is provided in our contract of carriage which can be viewed at www.FlyFrontier.com.

We appreciate your patience and hope to service your travel needs in the future.

Sincerely,

Carl leo

Reservations specialist

Frontier airlines

My phone number is [protected] and my email is [protected]@bayvillestorage.com. I expect someone to reach out to me concerning this matter as it remains unresolved by my calls and emails to your support team.

Decided to fly and give Frontier a try. Why bother? they lost my bag on my way home, but my significant other obtained his. In my bag was my work equipment charges, a jewelry box which held a ring my great grandmother gave me before her passing and my medication. When you file a report, they give you a number in Utah which is useless. You get an automatize system and it hangs up on you. you use the chat and all they tell you is stand by your phone and or email you may hear from someone.

They state that care and how big they are growing as a company but when you can get any help with how small they are now can you imagine as they expand. The airport staff is useless in baggage claim. They looked at you like no one cares. They gave me a form to fill out and on the form is a report number if I wouldn't have taken a picture I wouldn't have that number. I filled a report yesterday and one online and nothing. Work part of it all I paid for a bundle and self-service. To drop off my bag in Nashville I waited 45minutes and still had to see someone and then lost my bag, but my husband got his. How is that?

I traveled on 10/4-10/7 I was charged $99 going and $79 coming back they have this really small baggage device you’re supposed to fit you purse and small carryon in such a rip off! They can’t get us in the air on time because they make the majority of us try and put our baggage in this tiny compartment! I felt very belittled and unimportant! All the extra handling of my baggage caused me much grief in my lower back! In addition, it hurt my shoulders since I recently recovered from shoulder surgery!

I booked a flight back on October 21, 2022 and was set to fly out on Thursday, October 27, 2022 @ 6:20 am but I got to the airport to find out the flight was cancelled. So I waited for frontier to open about 9 am western time to only be rebooked that evening and then that flight be cancelled and switched to Friday October 29, 2022 @ again 6:20 am to find out the flight was cancelled yet again and then told i can't be booked on another flight so she made me take the refund and I really needed a flight home due to a family emergency. But yet again I have to wait 7 business days like the agent said she didn't care if I waited in the airport I also have an infant traveling with me and the cost of motels is not cheap along with a flight and nothing but cancellations. Booking this flight was a nightmare and i hope things can get better in the future. By the way my name is Maliah Baca and my conformation number was M89DPV

I am a retiree on a fixed income. In May 2022 my Denver connecting 10pm flight was cancelled as I exited the plane, and I had to sleep in the airport. The hotel reservation in Seattle, my final destination, would not reimburse me for the room because I did not give 32 hrs. (which was possible) I was promised compensation, in writing, by Frontier for the purchase of a flight for the next morning. I have been consistently contacting Frontier, and they said multiple times my reimbursement is coming in 30 days - but has not come in nearly 4 months. I am at a loss and need help receiving my refund. My reference number is [protected]. TRIP CONFIRMATION CODE IS H6LVJI

Departing Flights 451 & 425

May. 20, 2022

BUF

7:25 PM DEN 9:00 PM

DEN

10:19 PM SEA 12:14 AM (cancelled)

To put it mildly, it was a terrifying experience. After spending over an hour in line, we learned that our flight from Orlando to Boston had been canceled, leaving us to wait an extra four hours in line with kids, one of whom has a disability. The most they could do was accommodate us with a different flight the following day to another state because my son had entirely run out of his medication. They gave us a form for a refund of travel expenses. I had to take a $500 Lyft with my kids in addition to flying without my prescription, and after submitting all the necessary paperwork for compensation, Frontier Airlines refused to pay my travel charges because they claimed they would not be able to verify my claim.

Frontier's last-minute changes of flight Gate caused me to miss flight (K7JIQI). The incident occurred on 10/9/22 at 10:00p.m. The only other Frontier flight would depart on the following day on 10/10/22 at 6:30p.m. This change of flight would also include a 12hour layover. This meant that I would miss work and incur hotel, food and transportation cost. They offered no compensation and no accommodations. Please assist. My name is Elizabeth Lamarre. My number is [protected]. My email address is [protected]@aol.com

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.

My husband, friend and I booked a one way ticket from Las Vegas to MCI, on 10-28-22 specifically because it was a non-stop. That has been changed. Instead of leaving at 3:59 and arriving home at 8:44 we must leave at 2:27 and arrive home at 10:14 including a layover in Denver. Of course flights are less available and more expensive now so we are stuck with this flight. If we had known the flight was going to change we would not have booked with Frontier because of the expensive baggage rates. As compensation for our inconvenience I would love for Frontier to allow all of us one free checked bag. This would go a long way to smooth over the inconvenience. I have requested this from several customer service agents and have been denied each time.

1. Your website overcharged me for seats and baggage. Confirmation Number MYE94M you charge me $586.92 for Round Trip 4 lowest costs seats and 1 checked bag. Should have been $246 plus tax. Please call me at [protected] so we can get this fixed. Thank you

2. I tried every which way on your website to book this flight but, because there was no passenger over 18 ( My grandson is 16) I had to go to a travel agent because I could not get through to a live person either through your chat or by telephone at Frontier. Your phone app hung up on me multiple times.

IT cost me over 6+ hours on two days to try and book this flight. Please fix your site so we can talk to a live person. And fix your phone app so we can get help. Also fix the music. It is mostly static and sounds terrible.

Judith Silvasi-Patchin

[protected] or you can message me at [protected]@silverpatch.com

Over the weekend my girlfriend and I went on a trip to Denver Colorado, Needless to say but we had a terrible time flying frontier. This is the first and the last time I will ever use this airline. On October 6, we missed the window by not even a minute because we had issues checking in and we were not allowed to board our flight even though the airport was almost empty. The disrespectful lady basically laughed in our face and made us pay a 200$ transfer fee and then we went to Orlando. Where we had to spend 159$ for us both to check our bags. Was that for both ways for the roundtrip ticket? No, we got screwed yet again in Colorado where we had to pay another 159$ to check our bags back and then in line they tried telling us we couldn't even bring our backpack and had to pay for it arriving on our 12:16pm flight on October 10th. Upon arrival in Tampa after spending more than the tickets are worth in baggage, our luggage was lost. We got one of our checked bags but not the other one. Absolutely baffling how the entire trip was mishandled, and we got scammed out of so much money it's unreasonable to ask 300$ to check two small suitcases. I will make 100% sure that all my family and friends do not use this unprofessional airline. I do ask that my baggage fees are reimbursed. BOTH WAYS. I feel mistreated and disrespected by the service we received. Our flight confirmation was F8J2PS. Our itinerary # was [protected]. File number for our missing bag is TPAF965117120. Thank you. I hope to hear back from upper management