Frontier Airlines
Reviews and Complaints

I already omplained and received a resolution. HOWEVER its been over 3 weeks and I have not received anything. The complaint reference # is220429-000814. They sent me this letter on April 28th

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Topic: Frontier Airlines: BBB ID#[protected] Blanchette

Reference #: [protected]

Discussion Thread

Response By Email (Juanye) (04/29/2022 04:55 PM)

Hello Deborah,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Thank you for contacting Frontier Airlines regarding your complaint toward your daughters poor experience and missing her flight on April 15,2022 from Washington-Denver-Las Vegas .

I do apologize for the flight disruption as Frontier never wishes to cause our passengers to have a poor travel experience and truly wish that you daughter could have flown under much better circumstances.

As a parent my self I can understand the frustration and panic that you and your daughter must have experienced and I do apologize that this was the experience that they had at such a young age.

I have queued for the flight that you daughter had to have the no-show removed and to have a credit issued in the amount of $131.44 on your reservation . Once it is removed the amount of $424.60 will be able to be issued back as a voucher for use of another future travel.

If you have anymore questions or concerns please feel free to contact Frontier Airlines again and we shall assist you further .

We thank you and your daughter for you past loyalty and we do hope that you both have a wonderful day.

Regards,

Juanye'

Customer Relations Specialist

Frontier Airline

To Whom It May Concerned,

Our group of eight people had the reservation to leave from Boston, MA to San Juan, PR today at 8am. However, we were not able to arrive on time because we were stuck in traffic due to a huge car accident from 4am to 8:15am on 90 East Masspike and we arrived at Boston airport at 9:30am. There were no other way out. We were stuck for 4 hours. We did call Frontier Airline to report the status while we were stuck in traffic, and we were asked to come to the airport to speak with a customer service to rebook the tickets. However, when we got there, we did not see anyone at the station.

We had to modify the tickets and was charged an additional $1,097 for the whole group. We are writing to ask for a refund of the additional fee to rebook our flights as it was out of our control. Thank you for your understanding.

Best regards,

Lily Nguyen

n early April, my sister called to book a flight for our family vacation (party of 11). She made it clear to the ticket agent we needed a flight that would put us in our destination city no later than 11 am or thereabouts on July 2nd. We are criusing and must be at the cruise port before 3 pm.

On 4/28, we received an email that our flight itinerary had changed with no further information. My sister and I called Frontier's customer service department and learned that our flight had been moved out by 11 hours! This meant we would arrive 5 hours after our cruise set sail!. After being told a number of times we had to accept the rescheduled flight or accept a refund (not acceptable our cruise is paid in full) by the customer service agent, I asked to speak to a supervisor. The supervisor told us the only option avilable to us was to fly out of our home city on July 1 instead of July 2. With no other choice we accepted. We then asked if Frontier could help us with the unexpected added expenses by paying for our hotel rooms and airport transfer. The answer was no. I told supervisor we have been saving for the last two years to splurge on this vacation and the added costs of hotel and additonal transfers would take money away from the things we wanted and planned to do/buy to remember our vacation. He told us there was nothing else he could do, aside from getting us on an earlier flight and the offer of a vocuher for a future flight.

With no other chioce we were forced to book a hotel room for one night (July 1 to July 2), costing us $718.16 cents, not including the cost of transfers.

Flight was booked on January 15, 2022 through Priceline. My return flight on Frontier for June 14, 2022, from BDL-MCO was to be nonstop, 10:35a-1:36p, 3 hours, 1 minute trip time. On April 17, this was changed to a 10 hour and 21 minute trip time, with a 6 hour and 14 minute, overnight layover in Atlanta. As I am 76 years old, and not in top shape, this change in itinerary is not acceptable. Please issue refund. Confirmation# PB7JMZ

On 4/2 we were scheduled for flight 1214 from Orlando Florida to Syracuse NY. The flight was cancelled. They scheduled us for a new flight after waiting in line 6 hours. The new flight was for 4/3. That flight was cancelled. Then we were booked for a flight for 4/4. We checked our bags and as we were set to board we were told the flight was over booked and we were on standby. We actually had seats assignments however were told this was a mistake and should not have happened. So our baggage was sent to Syracuse and we were not. So again, we were stuck in the airport now with no luggage. We tried booking flights home however the first available flights were not until 4/6.

We had to go to the store and by essential items.

We had to pay so much extra money for the 5 days we were stuck in Florida. Dog sitter, I missed work and that was unpaid, my husband was out of his medication and he had recently had a heart attack. It was a complete nightmare. The staff did not care. They were rude, inconsiderate.

I will never fly Frontier again.

I have tried to attach receipts however it will not allow.

On March 21, 2022 we had a flight that was cancelled from another airline and to make our cruise we saw Frontier had a flight going out in minutes. As we dashed to the front desk to get our checked suitcases and to try to book the Frontier flight before the door closed the attendant at the desk said, " Sorry you have to book online". I was already flustered trying to figure out a new fly, get our bags and then have to deal with online reservations on an airline I am not familiar with at all. It would've been helpful if the agent helped booked the flight and as the questions I must've said yes too and am paying for it. NO I did NOT want to pay to reserves seats as we got what was left NO I did not have carry on just a checked bag. All I asked for was help and did not get it and mistakes were made. All I am asking is the money refunded for the mistakes made. I am not asking for all or a lot but just some decent customer service which all you get is them reading a doc and saying can not help. That is all I have had from this company is not can not help. This is airline is not "cheap" and nickle and dime you for everything. I would never ever recommend this airline to anyone because god forbid if you need help.

Arrived at the airport today 3/19/22 at 3:30am for a 5:30am flight. Frontier was unstaffed and did not have baggage drop open. I waited in the baggage line for 2 hours, checked flight status online, showed it was not delayed and leaving on time. Called customer support immediately (before 5:30am) was informed it was my error as the flight was not delayed. All other flights for next two days were booked through frontier due to the hundreds of other people who missed their flights. At 6:27am I received a text message stating the flight was delayed to 6:30am. The flight left at 6:45am. No communication from frontier. Waited additional 3 hours at airport in customer service line. I decided to wait and call again at 2pm. Was informed there was nothing they could do for me. Asked to speak with a supervisor and was hung up on. I’m a discount den member, makes no difference. Vacation is ruined and I’ve lost out on money from Airbnb booked and car parking planned for week at airport.

I arrived at the Sky Harbor airport in Phoenix AZ on March 9, 2022 for my first ever flight by myself, scared and confused. Flight F9 750 to Denver 6:41am-8:33. Every employee through check in and security was amazing and helpful, however when I went upstairs to boarding, I was treated so badly. I've never been treated this poorly by a person at their place of work in my life. I had missed my flight (first time flyer) and had no idea as i got the boarding time and departure time mixed up. I saw nobody around and proceeded to the desk outside of my gate where employee Marla was standing. I said Hi there, pass in hand and immediately was told in a rude voice "If you're Denver you need to go downstairs", I said "okay did the flight get delayed?" very kindly, genuinely confused as it was snowing in Denver that day and I had no idea what I was doing. Marla repeated in a even ruder tone "You need to go downstairs!" I said "You don't have to be so rude it's my first time flying" she responded. "Like I said you need to go downstairs!" and I said "And like i said It is my first time and you don't have to be so rude." she then threw her arms up and i asked for her name in disbelief. She said "My name is Marla and my supervisor is over there if you want to complain. I said okay I will and then she said, "Girl shutup!" and stormed off. A janitor next to me who witnessed the whole thing stepped in and said "woah you can't talk to people that way" to her as she stormed off and apologized to me. He then told me he sees them treat customers poorly all the time and it isn't right. He pointed out the supervisor and as I approached him to complain, I said "Excuse me are you the supervisor?" He completely ignored me didn't even look at me. (older white gentlemen grey hair glasses short skinny) I was blown away that he treated me like I didn't exist. I walked downstairs in tears, in shock, still no idea what was going on and the people working check in kindly explained that I had missed my flight and gave me my options as Marla should have done. I understood it was my fault and was very kind to everyone. Being my first time, I am absolutely taken back at how I was treated and it completely ruined my experience with flying all together. Nobody should be spoken to the way I was spoken to. I've never been treated so poorly by anyone in any establishment ever. It was really terrible. A few hours later I was sitting waiting for my new flight and again I witnessed Marla be rude to a couple who had missed their flight. They sat by me, upset and in disbelief and I told them that she had told me to shut up a couple hours earlier. They told her they will never fly Frontier again. Marla and another employee at the gate mocked us jokingly saying to each other in a sarcastic voice, "you suck were never flying Frontier again!" and said, "Okay time to go home!" grabbed their things. laughed and stormed past us. I hope this is taken seriously and the employees are redirected. It is very unprofessional and just mean.

On our way back to Denver from Dallas with my family (2 adults, 2 kids, 1 infant). We were approached at the ticket desk about voluntarily giving up our seats because the flight was overbooked. The offer was $1000 in the form of a check. After speaking with my wife we decided to do it. We were told we would still need to reach our gate in case our seats weren’t needed. After the entire plane was boarded, we were told that our seats were assigned to other passengers and we would be receiving vouchers instead of a check and be booked on the next flight the following day at 7AM. When I disputed with the supervisor (Crystal) she said she was not going to honor the original offer of a check and we would be getting vouchers. After reluctantly accepting the vouchers, we went back to retrieve our bag and car seat. We found our bag but no car seat. I went over to the office to see if they could help with the car seat and figure out why I hadn’t received the vouchers in my email like Crystal stated. Crystal wasn’t made available until over 2 hours of waiting and yet still no vouchers. Went and knocked on the office door again to try to get some answers but got nothing. After a few minutes, DFW police showed up and I explained the situation. They asked Crystal to please come out and explain why I hadn’t received the vouchers. She came out and said she revoked the vouchers and would not be getting anything. I then called customer service and checked on our flight for the next morning, it turns out Crystal not only revoked our vouchers, but removed us from the flight the next morning without at the very least letting us know. I believe she intended for us to show up and find out then that we weren’t on the flight. She then marked us as no shows in an attempt to prevent us from getting on a flight at no cost. I spent two hours on the phone with customer service to get this corrected. The spite in this person is unimaginable. To be able to do this to a family who voluntarily gave up seats to help with an overbooked flight then revoke flights and vouchers without any notice is just the worst possible thing I’ve ever experienced in any industry. I hope this reaches someone who can do something about this person being in a supervisory position. I know it is difficult to find good people right now to work but a person with that type of spiteful attitude is not good in any industry. Tried to attach video of the ticket agent confirming the offer is for money and not vouchers but not successful.

We gladly joined Frontier's discount program about 3-4 years ago and paid their yearly fee. Our credit card was auto charged in December 2020 for $59.99. We called Frontier, in January 2021, upon learning of the charge and were told that the charge was non-refundable and recurring unless we opted out, which we indicated we wished to do. Now a year later and the same charge appears. We called Frontier again and spoke with Ben and Ken. We explained that we had opted out of this program in January of 2021 and understood at the time that the fee was non-refundable. Both individuals claimed they were unaware of our opting out from January 2021 and were unwilling to refund the fee since Frontier's policy is that the fee is non-refundable. This is worse that a gym membership that's impossible to cancel. When we called Frontier last January we accepted the fact that the fee was non-refundable as long as we would not get charged again. Now it is 2022 and miraculously (according to Ken) the fee is refundable but since it was older that 30 days there was no one at Frontier that would authorize the refund.

I purchased the yearly fee for Discount Den in March 2021 with LAX being my home airport and then a couple of months later it was announced that in Septmember 2021 Frontier was no longer flying in/out from LAX so I paid for discounts that I can no longer use and they refuse to refund back my fee... how does that make sense?!
I sent an email and received a reply back from a Frontier Miles Specialist saying that a refund does not fall within the parameters of their refund policy and must delcline the refund I requested...sounds like BS to me!

Frontier Airlines incompetence and negligence are out of control. For reasons not clear to me Frontier Airlines denied my flight scheduled from SFO San Francisco to LAS Las Vegas. No refunds is their policy but they are stealing money. Not only did they not provide the acceptable flight but they just deny all attempts to get a refund. I called the customer service phone #, I have sent emails and talked in person to Frontier Airlines employees at the airport. All I can say is this is the most unprofessional, unreliable and incompetent airline ever. Frontier Airlines
Another issue with this airline is what is does to generate profits by hiding fees and unexpected costs. If you have bags to take with you there is a charge. If you choose where to sit there is a charge. There are no complimentary drinks and snacks. No refunds will be given even if they are at fault for canceling your flight. Several attempts to upsell you insurance and have you buy upgrades. They will not allow you to social distance yourself from other passengers even if there is open seats available.

I purchased a package to a resort in Punta Cana that included flights from Frontier Airlines. I'm out over $4000 due to Frontier's incompetence. The flight was delayed for 3+ hours and we were then not going to make our connection in Miami. We asked Frontier for options. They said the next flight they could get us on was on Thursday (this was on Monday and our vacation was only through Sunday). So I have a 6 day vacation planned, the airline cannot honor their commitment and get us there and the best they can do is 4 days later. They don't offer to book us on another flight so I end up having to purchase other tickets for $2300. Then, they are unable to move my luggage so we arrive in Punta Cana without clothes and end up spending another $1000+ to have clothes to wear. In return, they will not refund the ticket and will only give us a credit for one of the two flights - and it must be used within 90 days. How is this even legal?

I had to cancel my flight due to being diagnosed with COVID. Not only did Frontier refuse to refund my ticket, but they refused to refund cost of specific seating and baggage I purchased for the flight I never even boarded. On top of that, their customer service told me that all I needed was a doctor's note showing my diagnosis as documentation to receive a refund. I provided that, and they said that it "wasn't specific enough", and in order for me to get a refund, I would need a letter stating I was physically unable to travel for the remainder of the year. When I stated that we all knew that was untrue, the supervisor said she knew, and I should be happy they didn't charge me extra fees for cancelling, and I need to be thankful that they are a cheaper airline. Absolutely mind-blowing that this was their response. I reported Frontier to the US DOT for their negligence and ignorance on how to take care of their customers. I simply want my refund. If not for the actual ticket, I want my refund for the seating and baggage.

Flight 38 from PUJ to PHL on 9/7 with 1 stop layover to San Juan I purchased 3 bottles of libations for 245.00 total from PUJ receipt is on my credit card and I was told I needed to place them inside my suitcase before connecting to my other flight in San Juan due to customs again so much for trusting the airline policy...once placed inside my checked luggage at San Juan that's the last I saw my bottles. After getting to PHL, my girlfriends who I traveled with received their bags and left. I was almost the only person waiting for my bag almost an extra 45min? I received my bag and got to my daughter car right outside of the terminal E where I finally got my bag off the carousel... looked inside my suitcase...no libation inside? I went right back inside cameras will show this and was told to call a number and go online. they do not do complaints there. went online as soon as i went hone. was up to 230 in the morning and placed my complaint. called the next day. they said go online and I said I did. they said I needed to wait for the email for the findings. today 9/13 I get a letter stating they are not responsible and have a contract yet never once directed me elsewhere but they say they are sorry?

I was at Trenton Mercer Airport, On July 23, 2021. AT 9:15 A.M.Returning back home to Orlando. When i got my baggage checked, I had a Souvenir that was a Statue of liberty in silver, I asked the T.S.A. guard if there was a problem, She said to me if i had any liquid in the bag I said a perfume bottle. I looking at the Screen I saw the perfume bottle on the CCTV screen circled, She started to search the bag and pulled the souvenir from the front of the bag, I asked her if it was passable, she said yes, Then She pulled the perfume bottle out the middle of my bag, She Stared at the perfume bottle, circling the bottle, round and round, But when i got home and removed my cloths from my bag, I didn't see my Souvenir in my bag, the T.S.A. girl that checked my bag never put my Souvenir back. She Stayed with my Souvenir. I bought that souvenir in New York City in the Train station, Which cost me $ 45.00 .all i want is my Souvenir back or my money i paid for. I have flew with frontier and never had a problem.You guys need to check your people, that was not nice of that girl, review your CCTV tape and you will see what she did. The incident took place at Trenton Mercer Airport July 23, 2021 at 9:15.

On the day prior to the flight, I checked in online. I accidentally selected one more bag than I needed due to misunderstanding the dimensions of what was allowed for their personal item….after measuring my backpack and it being well within the standards within 5 minutes I tried to go online and cancel the order. There was no option available to do so. Nor was there a warning that you wouldn't be able to change your bag selection prior to the flight the next day. This extra bag cost me $80, and so I really wanted to reverse the order ASAP. I scoured their website and emailed them immediately.

No response that night, so I spoke with an agent in person before checking in. They were very rude and dismissive. I asked for a phone number to call. I called and got the same rudeness saying they couldn't do anything about it.

The flight was also the worst I've ever been on, but that's another story.

After 7 calendar days of no response from Frontier via email, I followed up.

Two days later they responded saying there was nothing that could be done….that bags in general were not refundable. I tried to explain the timing. I asked for the case to get elevated, Frontier stopped responding.

Dear Customer Services,

I have just learned about an American passenger of Frontier Airways, who has been wrongly accused of human sex-trafficking her 4-year old sister.

This is shocking and blatantly ridiculous!

I am British, and I have never traveled on Frontier Airlines.

I hope you do the right thing by apologising to this 21-year old passenger.

I look forward to hearing in the press that you have resolved this issue

Isabelle

My flight was scheduled to fly out at 6:14am and was delayed 2x and is now over 4 hours delayed. They're is also a mention of the flight being canceled. This is all due to late crew members.