Frontier Airlines
Reviews and Complaints

The absolute worst experience.
They charged a hidden fee for carry ons... Both ways! We bought the ticket then once we were in line they said we had to pay 99 each for the luggage. We had no choice... So added the cost to our round trip ticket price.
Then they charged us again to get home with the same luggage!
The flight leaving was an hour late... So we missed the reason we flew instead of driving.
Now to get home they switched the departure time from 7:50 to 11 pm with no communication!
We downloaded the app to get notifications... Yet, nothing.
We chose seats together both times and they separated us... And told us if we wanted to sit together that they would charge us extra!
There are lawsuits against them, but I didn't know till I looked it up.
How can they get away with this?

When I was on one of their flights they announced that you could get 60,000 miles if you applied for a credit card. I was given the brochure an application by a flight attendant. Here's what the brochure says: "Earn 60,000 Travel Miles after your first purchase, less credits, returns and adjustments and paying the annual fee in full. Both within the first 90 days after card account open date."

Now upon checking to see when I would receive the bonus miles, I was informed:

1) credit card purchase must be at least $500
2) purchase must be for flights through Frontier website
3) actually only 40,000 miles will be awarded in 90 days, to earn 20,000 more you have to spend $2000 on the card after that

While I was on that plane I even asked the flight attendant about the conditions and she said, "you can just buy a pack of gum and that counts as a purchase." Actually when they announced the deal on the plane I was the only one who raised my hand for a brochure. Somehow the other passengers sensed it was a fraud. I gave away personal information to get the credit card and got nothing in return. I spent a long time with chat agents and all they say is, "sorry the brochure is not accurate"

If you're considering flying with Frontier Airlines, be prepared for a mixed bag of experiences. While some customers have reported positive interactions with the airline, such as receiving credits for flight cancellations and finding good deals on bare bone bookings, others have faced significant challenges. Complaints range from issues with customer service, unexpected fees for luggage, to flight delays and cancellations without adequate compensation. It's essential to weigh the pros and cons carefully before making your decision.

August 4, Buffalo to Philadelphia, My first trip with frontier and my last one. I learned that Frontier is a credit card company who also flies planes.

This experience was both predatory and abusive. My husband forgot his carry on and since they board first the paying customers, I was left behind with his carry on that I paid for when booking and though the agent saw him without a carry on she allowed him to board and then asked me to pay again. The agent was disrespectful and insisted that I could not board without paying again for the same carry-on bag. I was also told that I could request a refund by filing an incident report on your website. After landing in Philadelphia, one of their customer service agents, Sam, documented that we arrived with only one carry-on bag, for which I paid $76 at booking and an additional $99 before boarding in Buffalo.

This incident is compounded by the fact that we were stranded in Philadelphia for four days due to a flight cancellation. When we were finally able to board on August 8th, we were subjected to further delays: first, sitting in uncomfortable seats as we waited to take off, then returning to the gate for a passenger who wished to deplane, and finally waiting in line behind six other airplanes before taking off. We ultimately arrived in Ft. Myers at 1 a.m., after sitting in those plastic seats for 10 hrs. I could have been in Europe in 10 hrs

It’s clear that Frontier Airlines prioritizes profit over customer care. I feel compelled to share this experience online to warn others about your unethical practices. I will also be filing a complaint with the Better Business Bureau, complains boards and sharing this on social media. No one should be treated like this by an airline.

On 7/29/2024 I was on Frontier flight 2989 flying from Atlanta back to Detroit. My flight confirmation number was VE6G9J. When I arrived at the self-check in the screen showed that there was a 40 lb weight limit, and for some reason it made me go see a ticket agent. When I checked my bag in at the ticket counter the agent said I was 5 lbs over the limit and charged me $179 to get my bag on the flight. Being charged $179 for an extra 5 lbs is grossly excessive, and extremely unfair because I would not have been able to board my flight if I didn't have the funds available at the time. The ticket agent was also rude & discourteous. I'm looking for an amicable solution; either financial reimbursement or cost taken off of a future flight.

On January 8th we took off on our flight home. After we landed we went to collect our checked bad but found that it had one wheel missing, one broken, and likely one that was damaged. We as inexperienced college students knew nothing about following established grievance policy and so lugged our overweight suitcase home. Within the next few days we started reaching out to Frontier to complain and show proof of what they did, but they said they couldn’t help us because of a policy of no processing claims within four hours of the plane’s landing I believe.

This is not in Frontier’s best interest. Those who have sufficient proof should not have to file a claim before a certain deadline. People may not know about claims at the time of incident, or may have originally not wanted to file a claim but then later changed their minds. Either way, proof is proof, and refusing to help people because they stepped outside of an artificial time constraint they didn’t know about will only make enemies. And enemies are bad business.

It costs a company much less to simply refund individuals who can prove their case than to refuse service and lose future business with the victim and those they complain to. Negative reviews would likely be posted, which would hurt the company’s reputation. Even the risk of fraudulent claims being resolved is not enough of a negative factor to justify the current policy on only resolving claims are made within a certain time period. It’s not best for individuals or

Frontier. Please reconsider this policy, for the greater good. Heartache all around will decrease and prosperity will increase.

on January 9th i purchased 5 airline ticket,

after i paid it switched me to bags and seat location.

at that time the middle initials for all 5 tickets were in the wrong place, i put them back into the middle name box and you charged me $450.00 for name changes that i didnt change

i want a refund.

my comf. AB248M

thank you

Kevin Nolan

Phone number [protected]

This company has an excessive complaint ratio, and they just stole $130 from me for a refundable ticket. I purchased the refundable option, and they changed it to nonrefundable. Reported them to the BBB. Stay away, pay more money for a better airline. They don't even have a customer service phone line. Make sure you do your research, it is a shame we live in a world like this.

On November 9th we were at gate 12 at 7:30 waiting to load for Syracuse and at NO time did the three people that were on gate mention to us that the gate had been changed , we printed off our gate info at 6 and nothing of any changes, at 5 to nine i went up and ask the man when are we going to board and he said OH ITS AT GATE 16 which is very close to us at the end of the airport, so i grabbed my wife that has a pacemaker and ran to 16 and the huge man just closed the door and said we cant open after we close it.AT NO TIME WAS THERE ANNOUNCEMENT to the change or even ask for Mr and Mrs Lloyd ..wife was crying uncontrollably , we only had our carry on , i started to panic and having some discomfort in chest ,i had a 3 by pass and a new valve along with a new left hip, The only thing Frontier offered us was a late flight to Detroit and then a carry over the next day to Syracuse, Our flight down was great , but a total Nightmare on return, We sat there from 7:30 and NO MENTION of change , This needs to be fixed, i could see the three employees chatting it up and not doing there job..We got on the next day flight $250 and had to get a motel room at $143 and a extra day of parking at Syracuse , we are plainning our next and possibly our last trip to Orlando to see our friends for they arent well. A travel voucher for our next trip to Orlando would make us happy , This clearly was not our fault ...

Frontier Airlines takes advantage of people by advertising you are able to fly whenever, wherever, as many times as you'd like with the GoWild Passes as long as it's not during blackout dates and reservations are made 24 hours before. This is a lie and false advertisement! Every time I tried to book a ticket to go anywhere, their system would not allow me to book with my GoWild Pass. I don't know if they oversold the tickets or if there was something wrong with their site, but I was never able to book any flights. When I tried to cancel my pass purchase, I was unable to speak to a representative and no one was able to cancel the pass purchase for me. Then when I was left with no other option but to keep the pass, Frontier Airlines systems would not allow me to purchase not even a single ticket!

When I make a purchase for a service/product, I expect to get what I paid for. Not once did I receive a service/product that I paid for! I got nothing from the purchase because Frontier Airlines systems did not allow me to book anything at anytime! I just want a refund of $499 that I never received the service/product for.

Original schedule: Nov 18, FFT 2850, Departing STL 20:40 to MCO.

Repeated delays until CNXd almost midnight,with instructions to return 08:00.

Returned to STL, 08:00, Nov 19. Found more delays until now (I am waiting at gate C23 now) scheduled ETD 13:00.

Throughout,no apologies or expressions of consideration with single exception: gate agent "Brennan". She is only light in this mess, actually cheerful. And she does not give misinformation.

Complaint is manner agents treated customers. Common was no acknowledgment of troubles caused. While some compensation of pecuniary manner seems appropriate, the omission of responsibility is shocking. "Brennan" apologized! Almost shocked me. All applauded her efforts - actually clapped and cheered!

I was rushing to wife in ICU, critical condition yesterday. Upgraded to stable today. I recognize most people are traveling to Orlando for fun, entertainment. I understand many can not afford this luxury. Perhaps some Frontier agents are jealous of customers flying to Orlando. Regardless of the reason, the impassionate response from agents is unwarranted; agents should try to express at least some understanding and some sensitivity for the troubles this is causing each customer.

Promote Brennan, give her bonus, assign her to teach others and supervise. DO NOT let Brennan be hired by your competition. She represents Frontier well. She is more than a keeper. She must be emulated.

my luggage was lost on the 4th of nov flew from atlanta to denver and my suitcase never made it out of atlanta now it has been in denver since tues and was told that i should see it by the end of the day never got my suitcase that day and today is friday and still have no suitcase all of my daughters clothes as well as my husband is in that suitcase. I have had to replace my daughters clothes at a cost that i could not afford as i am now a single mom. my husband can not be replaced however i really need my suitcase as i am now out alot of money

also would like to have people answer phone calls and not type to people as they can not feel the frustration that people have over the incompetence of the airline

Let me begin by saying I’ve been flying nearly weekly for over 35 years and this experience with Frontier Airlines ranks at the top of poor encounters with travel. The level of customer service failed at every step of the way.

I have been in contact with Frontier Customer Service through e-mail since they report they have no ability to discuss by phone. Multiple e-mails respond with the same canned response all while telling me what a valued Customer I am.

I booked a one-way flight #1553 through my travel agency on the evening of Tuesday 10/17/23. There was a change in travel plans and this flight fit the timeline I was looking for…and though I routinely fly American or Delta, I figured “how bad could it be?” for a quick hop from Atlanta to Dallas?

When I arrived to the Atlanta airport at approximately 4:15 PM on 10/18/23 I went directly to the Frontier counter to check in. I was told to use the APP. When I said I hadn’t downloaded it and just wanted to get checked in…I was told over and over to just use the App “to save me money” and was being directed to pretty much just go away. When I could see I was getting nowhere, I gave up and went to find a place to sit down and download the APP. I got it done finally and found my flight and then noticed there was a $63 charge to bring on my carry-on bag. OK...whatever….so I paid for that and it accepted the payment after I went through adding all my credit card info. But then I noticed I also needed to pay for a seat assignment and when I tried to do that it just kept going in circles and never let me do it. But I saw I could go to the gate and get an assignment…which isn’t unusual on other airlines so off I went through security and to ride the train to terminal E. Which BTW was a little tricky to figure out since the APP didn’t tell me which terminal or gate.

When I got to the gate, they were finishing up a previous Delta flight. When the Frontier crew arrived, I was the 2nd person at the counter. I spoke to the gentleman there (who turned out later to be the Supervisor). He told me their system was down and that I should check in on the APP. I told him it wasn’t working and he asked for my phone and tried it also. He couldn’t get it to work either and handed it back to me telling me they would check me in manually and no problem…I’d get a seat. He told me to just line up at the end of the line after folks with seat assignments boarded. So I waited.

When it was time to board…I did as instructed and waited in line. The system was still down apparently and the gentleman checking people in was scratching them off a piece of paper. The Supervisor was talking to him and keeping a count of open seats and I heard several times there were plenty of seats...no problem. The Supervisor had all of us with no seat assignments get out of the line and stand in front of the counter telling us “no problem”…we’ll all get on board. By now there are at least 7-8 folks with the same issue saying the APP hadn’t let them check in. There are now also about 5 young lady Frontier employees and one man at the counter in addition to the Supervisor. All of them are just standing around complaining about their hours and how they weren’t working any O/T etc. Not one was interacting with this group of customers. Finally, the Supervisor and one lady decided to try my phone as well as another customer’s with no success to use the APP to check in.

About this time all of the passengers with seat assignments had gone through the door to board the plane along with the gentleman working the gate. The Supervisor also went down the walkway to the plane. The crowd of us just stood around the counter watching the clock tick down. Eventually the Supervisor and the Gate Agent came back through the door all shocked and surprised we were all still there! He looked at the ladies at the counter and said “I thought they were already sent down!”.

Nope.

Now we see the plane backing away from the gate. He frantically tries to call someone….but as we all know…planes don’t return to the gate after departure.

Now we’re all asking as to what we’re supposed to do. They told us to head to the train, ride all the way back and go back through security and go back to the check in counter (where I started at 4 hours earlier!). So we do.

When I got to the counter…the same bald headed guy was still there who didn’t want to help me in the first place….but there was also another useless counter agent who couldn’t do anything it seems and definitely wasn’t interested…and finally another Supervisor came over. He was polite (as was the first one at the gate)…but told us there were no more flights out, they could maybe try to do something for the next day if their system was up….but we needed to use the APP. Again…we showed them our phones and how it wasn’t working. One lady asked about putting us on another airline and he explained Frontier doesn’t do that (like all other airlines) and started handing out business cards for us to apply for refunds. That’s it….see ya later. He offered no other assistance or alternative resources.

So I ended up contacting my travel agency and purchasing another one-way, last minute ticket on Delta and didn’t arrive home until after 2:30 AM.

At a bare minimum, I expect Frontier to refund the cost of my ticket, the added baggage fees and my travel agency cost.

As you can see, this experience was terrible and hopefully not indicative of a normal day at Frontier Airlines…but with the level of service and interest exhibited by the employees I dealt with, I can’t imagine it’s too much out of the ordinary.. Maybe it’s just at this Atlanta location. We can hope so.

Please let me know if you need anymore information from me and what the proposed resolution will be. So far the e-mail responses keep telling me they have no record of me boarding the plane and it wasn't delayed over 3 hours. Obviously no comprehension of what I've sent them. If I had boarded the plane we wouldn't be having any of these conversations.

Thank you,

JIM

PS- this pic is the last Supervisor in the story. The guy who I talked to in the very beginning of all of this is pictured in the extreme left of the pic at the end of the line.

On October 9, 2023 we had schedule two flights: F9 1138 from New Orleans to Orlando Fl. (F9 2755) and F9 2755 From Orlando Fl. to Ontario, Ca. (ONT)

Upon arrival to Orlando, our tickets said Flight F9 2755 was departing from gate# 87. We confirmed the gate with the Flight Board and rushed to gate 87 having to go through a massive line at the TSA Security Screening which took nearly one hour. When we finally got to gate # 87, we found out that it was changed to gate # 16.

Because of the layout of the Orlando Fl. airport, in order to go from gate 87 to gate 16 we had to go again through TSA Security Screening, which and estimated time of 45-50 minutes. It was obvious that we were not going to make that flight.

We proceeded to Customer Service, where (after waiting in line for nearly one hour) we were told that it was basically our fault that we had missed the plane, and if we wanted another flight we had to pay $ 198.00 for both tickets. The best they could however, was a flight to Las Vegas Nv. at 9:44 pm, arriving in Vegas after midnight, with a connecting flight to Ontario Ca. at 9:09in the morning the following day. That meant that we had to spend the night in Vegas which amounted to $ 171.26 at a Motel 6 near the airport.

We are holding Frontier Airlines responsible for our loss of $ 369.26, as it was not our fault that we were not able to make that connecting flight. There were no text messages, emails or any other communication from your airline.

We have copies of all expenses paid.

Your attention to this request is greatly appreciated.

Olga Silvia Losada/Jose Mario Losada

email: [protected]@gmail.com

email: [protected]@gmail.com

2602 So. Cherry Ave. Ontario, Ca. 91761

I've been trying to cancel my reservation #K6TBJL with Frontier and request a return of my requent flyer miles. I cannot do it through CHAT as they tell me their system is 'Utterly' unavailable and I should try again. How can you run a business and block your customers from being able to communicate with you when a Chat Call cannot resolve it.

HELP!

I purchased a pass for myself and one for my wife. I tried several times to book flights... All to no avail. I did not book a flight, I did not take a flight and I was unable to reach anyone on the phone. I do not have the ability to text.

I disputed/cancelled the charges on the amex cards. Now there is another two charges; one for me and one for my wife.

We received no benefit from the service. I do not want to pay the nearly $800 charge, have been unable to book a flight or to fly.

Jeff philbrook [protected]

I purchased a flight on Frontier Airlines on 5/15/23 (J8F7WI), Frontier cancelled the flight and stated a refund was issued for 185.96 cc ending in 5999. I purchased the ticket from Affirm and did not use a credit card. I have spoken to them since flight was cancelled attempting to find out where they issued to name on credit card or what ever information they had about

CC so I could attempt to

find out where refund was

Issued, I have not received

any assistance from Frontier

To resolve this.

Dear Frontier Airlines,

I am writing to express my disappointment with the recent changes to my flight itinerary. I had booked a flight to Orlando arriving on October 11 to pick up my father-in-law who is traveling from Brazil. He is 78 years old and does not speak English, so it is essential that I am there to meet him at the airport.

Unfortunately, my flight has been changed twice, and I will now be arriving in Orlando on October 12. This change has caused significant inconvenience and stress for me and my father-in-law. I am requesting that you change my flight to get me to Orlando on October 11 or even a day before if there are no flights available on October 11.

I understand that flight schedules can change, but I do not believe it is fair to ask me to purchase another flight due to changes made by Frontier Airlines. I am only asking that you be respectful and reasonable and put me on another flight that will get me to Orlando on October 11.

Thank you for your attention to this matter. I look forward to hearing back from you soon.

I booked a flight with frontier. When I got to the counter, there were a bunch of people in line waiting to check in luggage etc. I was in line for over an hour with only 2 gals working the desk. The ladies working the desk said frontier over sold the flight and I was unable to board. I am having trouble getting a refund or getting a hold of a live agent to assist me with the process. I had to buy a $400 ticket to get home to oregon from san diego. I am super frustrated. Can someone help me?

Attempted to cancel flight of Sept. 9 on Friday Sept 8 (TTM to TPA confirmation cos 197H5S) but system indicated my confirmation code could not be found and I attempted to do so many times But with the same result So since I was unable to cancel before flight I tried to obtain a refund but system stated that covid was not a reason for refund of missed flight. Frontier Airlines is willing to expose all of the passengers and flight crew to vivid instead of doing the right and proper outcome. I believe if I had the opportunity to speak with a live person instead of a chat not we would have been able to resolve issue.

On August 31, 2023, I was on a flight # 662 (Frontier Airlines) from San Francisco to Denver. Before boarding, I paid an additional fee of $69 to take my carry-on luggage aboard with me. I had arrived to the airport 2 hours before departure. There was considerable chaos at the check-in counter. Seeing as the flight time drew closer, I asked the ticket agent if I could just proceed to the gate, seeing as I had no luggage to check. I asked the security to let me go through quickly, as my flight would be leaving momentarily. I ran to the gate. My electronic boarding pass was scanned by the gate agent at the gate. I then proceeded to walk through the jetway into the plane. At this point, the flight attendant informed me that all the overhead luggage compartments were full, and that my carry-on would need to be checked. My bag was taken, and I received no claim check. When I arrived in Denver, I waited in the jetway to learn where my luggage could be picked up. I was told at that time that my luggage had been sent on to my final destination (Syracuse). At this point, I walked to baggage claim to see if my luggage was there. It was nowhere to be found. I was then instructed by a frontier employee to scan a QR code to report my missing luggage. The form I needed to fill out required a claim check number. As I had not been issued one, I was unable to fill out the form. I then asked another employee for assistance. She filled out a "delayed baggage incident" report. Having filled this out, she gave me a copy for my records. I asked her what the next step would be. Her instructions were to call the number she had written on the form after 48 hours. [protected]. I have called this number numerous times. Each time I am informed "No one is available to take your call. Goodbye."

I am at my wit's end, seeing as I had many crucial items for my work in this bag.

No live customer service support - I have chatted with (4) specialist - 3 hours and nothing was resolved - I purchased (2) go wild winter passes - they do not show up on my profile - I waited for the dates to begin to check again - just to make sure - nothing - I was told to log out and change my password - 6 requests with temporary password and the system is now down for 24 - 48 hours. 22 to 24 hour flights - no refund aloud - must be within 24 hours of purchasing the pass! I have lost $600!

On June 14, 2023 I tried booking with Frontier and your system kicked me out and took payment without a confirmation. I then disputed this with Frontier and my bank to get my $416.96 back and now you took it from my Chase bank account. I did not use or purchase this flight plan as you kicked it out and still took my money. Please return my $416.96 before legal action is taken. This was disputed June 14th, 2023. Again this flight never happened because your system never completed the transaction. There is not any confirmation number and or tracking number.