Frontier Airlines
reviews and complaints

Regardless of the issue. Theirs or mine I can never get a refund from this company. Tomorrow [protected]) we have a flight to Fort Myers and there is a hurricane coming. I have spent hours on the phone with customer service (which is located overseas) and they will not help in anyway. This is not the first time we have been left high and dry by this company. I have at least five paid for airline tickets that we could not get a refund or even credit for. This is their normal mode of operation. They screw the customer at every opportunity.

My name is Paris Maddox I am writing this complaint due to the fact that the frontier representative's I spoke with mess up my entire flight with no credit, the representative also took about a lot more money from my account than he was supposed to, he didn't tell me with the change of flights what my flight change was and there is/was a hurricane in San Juan, Puerto Rico. I am going to start out by saying, I booked my flight on or around September 11, 2022, flight confirmation number WH5LGK. I was supposed to travel with my family from Columbus Ohio to San Juan. I was to meet them for our flight to San Juan out of Orlando, Florida for I live in Florida. Shavonna Reynolds, Tasha Reynolds, Vance Hendricks all had flights confirmation # D79YW. Once the Hurricane hit San Juan which all flights were cancelled on Sunday to San Juan, September 18, 2022, we decided to call to see if we could change or get a credit for our flights because lights were out, and flooding occurred, we were not sure what to expect for this was supposed to be a vacation for the 4 of us. The representative told us NO we were not able to get a credit. I Paris Maddox after speaking to one of the representatives regarding my own flight was told that my flight was made for 10-20-2002 and not [protected]. I told the representative that there had to be some sort of mistake, this was a vacation with my family. Well needless to say, to told me there would be a $49 change fee, ok he made the change without asking me which flight I wanted to take. The representative put me on a flight from Orlando to Atlanta - to San Juan, this didn't make any sense to me but didnot realize what my route was until I got off of the phone with him. Then I checked my back account, and I was charged $304 for a change fee that he told me was just $49. I called back talked to who they said was a supervisor and he gave me back supposedly because it has not hit my account as a refund yet $206, like how is this happening? how can they just take what they want out of my account, remember I was told this was a $49 change fee. Well after speaking to the supervisor, he told me the fee was $99.00, this is why I was getting the $206 refund which should have never happened in the first place. So now here we are the day of our supposed vacation, we all called to see if we could get a credit for this flight to go to San Juan another time due to the wind, hurricane, no lights, no drinking water, flooding and no means of Transporation once we got to San Juan. NO NO NO NO the supervisor told us very rudely. My family that was traveling from Columbus to Florida and then from Florida to San Juan kept a part of their flight by coming to florida. I think this is unexpectable, for a major airline to treat people that is using there serve. All we wanted was a credit or a refund, this was a vacation. We do not know anyone in Puerto Rico and no idea except what we saw on the news what to expect.

I purchased two tickets to Denver from Michigan for 09/14/2022 for my mom and little sister to come visit. The plane had mechanical issues which delayed their flight 5 hours which caused us to have to get a hotel as there was flash flooding and we couldn’t get through to get home. On top of this they were charged carry on price for their personal item.

Fast forward to now at 7:40pm the night before they are supposed to fly out. Still trying to get ahold of a customer service agent, waiting on hold for hours. The chat feature doesn’t work. Needing to change our flight to a further date and we can’t get ahold of anyone. Worst experience ever.

Our names are Airesh Canete, Caiden Dalagarza, and Adenike Adetunji; Comp: September 4 frontier airline cancelled our flight on 3 of us. We were stranded in Denver Colorado. We had to find our way home in Houston Texas. Please contact me by text at Phone number [protected], or email [protected]@gmail.com.

Confirmation code:H6UUXY

We paid for our luggages to Minnesota.

We had to pay for same luggages back to Houston.

On April 1, 2022 My wife and I had a flight (OCJ3YW) from CVG to PHX. We had a connecting flight in Denver. When we arrived in DEN, We found out that our connecting flight was cancelled. We was given a paper from Frontier Airlines of our options. We chose the Option of taking the the Option #1 Refund plus $300 Each in Frontier Travel Vouchers.

We went through the process and filed our claims (Incident #[protected] & Incident #[protected]). I have summitted all my charges (New Airfare from a new airlines, Hotel, Rental car, Food), due to Frontier Cancelling my flight.

To this day we have not received our $300/Each Vouchers even though we are elite members, have summitted all our paperwork, and waited over 5 months now.

You have to pay for snacks and drinks on Frontier Airlines! that is pitiful to the least. American, Southwest and Delta are letting you have drinks free and snacks to with a Biscoff Cookie with it. Shame on you Frontier and there headquarters is in Denver, You need to quit making us pay for snacks and drinks aboard your planes. That is a bunch of crap, if I was flying out of DFW AIRPORT AND I HAVE TO BUY SNACKS, AND DRINKS GOING TO DENVER! I WAS SAID CRAP FOR IT! QUIT THIS MAKE IT FREE IN BIG LETTERS! NO MORE BUYING SNACKS AND DRINK EVEN ON OTHER AIRLINES. I HATE TO TELL YOU ARE GOING TO GO DOWNHILL! CHANGE IT! NO FLYING WITH YOU!

I have never had such a horrible experience in my entire life. This has got to be the worst Airline in the United States of America.

First, my wallet got stolen at the Frontier Check-in Counter at the Buffalo International Airport, I sent them the Niagara Transit Police Report. Then upon my arrival at the Orlando International Airport at baggage claim, my son's baggage arrived but mine did not. We paid for our baggage to be treated in the proper manner as any service you are paying for.

I then reported my missing luggage to the Counter of lost luggage at the Airport before I left. My heart medication along with others was in that luggage. My luggage was returned to me 4 days later in a large Frontier transparent garbage by a courier at 12:31 midnight. The luggage was torn apart zipper busted and missing, handles torn off. Missing items including my medications. I filed my claim through the website they provided. The first response from Stephen Montano Reservation Specialist at FRONTIER AIRLINES stated that passengers are required to report damage to their checked luggage within 4 hours of arrival at their destination. How could I have reported the damage when the luggage did not arrive in my possession 4 days later? The courier also recorded the time and also took a picture of the FRONTIER GARBAGE BAG that he handed to me at 12:31 midnight after waking me from my sleep.

Today I got another email from Steffenkent Alba Reservation Specialist at FRONTIER AIRLINES. The email stated that "my luggage condition is that of normal wear and tear that results occur during travel." (I took this personally as a direct insult.) "Regrettably, we must inform you that your request to be reimbursed or compensated for the condition of the bag cannot be fulfilled,"

I am at a loss of words, I spent 4 days without my medications, they ruined my luggage and are trying to get out of their responsibility. I am a Senior Citizen and I need this matter to be addressed not by Reservation Specialists but by Corporate Executives.

Frontier airlines is without exception the worst airline in the world. We purchased through Priceline because had a funeral and no time to plan. Was cheapest flight and said carry on and checked bag included. Then after purchase said charge for everything and more than most. $62 for carry on $57 for checked bag even charge for any interaction with an agent and charge if want to pick a seat. Then horrible service at airport got text day before about possible tsa delay but then after downloading boarding pass and going to the gate sitting there until board time to find out has been moved to opposite end of the airport. No text no call said anounced but we never heard it till already at new gate several other passengers same thing. Then load up Kane and sit on runway for an hour to be returned to gate to deboard and wait min of two hours for another flight. Unreal and unacceptable. Never fly Frontier no matter what! Never it's a mistake!

The plane was almost 2 hours late departing from LAS. When we arrived in Austin, it took 30 minutes + to get our bags. Next, we had to take a 20-minute Shuttle ride to the airport, but there were no Shuttle drivers when we arrived - very unprofessional. So, the trip took an additional 3 hours of time, which is very frustrating for people who need to work the next day. I chose this specific flight knowing I would be home at a decent time. This definitely did not happen.

Also, the baggage fees are ridiculous! They were almost as much as my ticket. This is very misleading, since I thought I was getting a "good deal" when I saw the low price when looking for a flight.

Last, there is no room in the seats to be comfortable whatsoever! The seat in front of me was so close, I couldn't get out to use the restroom. I even paid more to sit in the 4th row thinking there would be more room - definitely not.

I will not be recommending your airline to anyone! It is not worth the $ I spent or the additional time to get home. In the future, I will probably drive or take a different airline.

I had cancelled an airline ticket in December 2021 with Frontier due to flight delay and they issued me a credit to use until March 2022. I made a plan to travel in order to use the credit and contacted Frontier before end of March to book the flight and they told me that my credit was until 3/20/22 so they cannot honor it. I was not aware of the date 3/20/22 and tried to explain my situation but they told me I could appeal it with Corporate. I wrote a letter and submitted to Corporate and to this date I have not gotten a response.

I was issued 2 vouchers from Frontier airlines on July 15 for a previous flight that I had canceled. They were due to expire in 48 hours, so I urgently tried to use them. I was given voucher #[protected] in the amount of $253.96 and #[protected] in the amount of $251.96. I chose my flights and entered both vouchers, and they were not loaded with an amount, so therefore not valid in their system. I tried for 2 days and then called the customer relations manager, who said 100% the amounts were there. I tried several more times and was then told they had expired, before the date and time I was promised. They would not reload the vouchers even though it was their fault that the were invalid. I need help getting my $500 back.My husband is currently unemployed, and we cannot afford this big loss. I complained several times to customer service to no avail.They just give you the run around and you get no where.

It has been one week since our luggage has not been located. It was from MSP to DEN.

We payed $129 for one piece because it was 4 lbs over. There were momentos from a family member that passed. No one calls back. MInneapolis has a small presence and uses private carriers. Are there numerous pieces of luggage missing? Is there a theft ring involved? The agent in MSP was not friendly and seemed to size us up. Please

Locate this one piece of large white luggage

This airline is a reap off how you charge $55 fir a carry on yall should be ashamed of yourselves for ripping people off cant wait for the class action suit against frontier airlines all it takes is for 1 white lady to complain bam law suit reimbursemening people money. I personally dont fly frontier period it was a gift but NEVER AGAIN LOW BUDGET NO QUALITY POOR CUSTOMERS SERVICE !

In 2/2022 booked a flight departing 7/6 from Ontario, CA to Montego Bay Jamaica (MBJ) with a layover in Orlando, FL (MCO) both ways returning 7/11/2022. I received an email stating in 4/2022 stating that our departing flight was cancelled. The resolution was to depart 7/5 instead. We then discussed the return flight from MBJ to MCO which would arrive at 7:34pm and our connecting flight was set to depart at 7:43pm (yes 9 minutes later). Having to go through Immigration was taken into account. The operator said we will be fine, no need to worry. We talked to them again in May 2022 and were told the same thing. We deplaned at 7:20pm and got out of immigration at 8:00pm and we missed our connecting flight. The next flight was 24 hours later at 7:55pm and there was no compensation for a hotel, food, inconvenience, nothing! Why would they book a flight with a connection like that knowing passengers have to go through customs/immigration?

I booked flights on Frontier via Chase Rewards to travel from San Francisco to Cleveland on Jul 07, 2022 and returning on Tue, Jul 12, 2022. Trip ID: HFM6PR859 and flight confirmation: EFVWPK. A few days after I booked the flights, I got a message that my flight(s)/schedules have changed and I could change/cancel the reservation. I tried contacting Frontier many times and the wait times are horrible each time to get to an agent. After waiting for at least 30 min, I gave up as I have meetings to attend. After at least 10 tries, I was able to get through and my most recent call took more than 1 hr 30 min and the agent who was hard to understand told me that the airline's policy is to give only a partial refund ($500+ cancelation fee). I asked for his supervisor who told me the same story and I asked for his supervisor who gave me the same "policy" statement.

The customer service is horrendous - you can't understand what the rep/supervisors were saying half the time, they read a policy statement, each time you need to reach an agent or to a supervisor the wait times are terrible.

My Dad just turned 80 so for his birthday we booked him airplane tickets to come visit his grandchildren. Thankfully, we only booked one way with Frontier and booked another airline for the other way. My Dad is really sick with COVID right now and he took one of the government issued COVID tests. My step mother is just as sick and the two of them can not get out of bed so they will not be able to come visit us. The other airline gave me my money back without any problem once I explained the situation. However, Frontier will only give me airline credit if I can provide a positive COVID test from their Doctor. I explained to several people at Frontier my Dad is elderly and can not drive to the Doctor right now because he is very sick. I spoke to several people at Frontier who did not care at all about helping my Dad so I can get credit for his flight. I even asked to speak to a supervisor and the customer representative hung up on me. Not sure what else I can do now but make it public how Frontier does not care about any of their passengers. I wish my Dad was feeling a little better to get on that plane wearing a shirt that says-I have COVID and Frontier Airlines knows it but could not care less!

So frustrating

Called on 6/2/22 and waited on hold for almost an hour. Told my issue to 2 people when the final rep said you should just cancel and rebook your flight and you will get your miles and money back. So I hung up. Tried to do that online. Could not do it. Called back on 6/3 - on hold for over 2hours...told my issue to 3 people and the final person said no refund or change.

If that is the policy, the rep lied to me. I am simply rebooking a flight 60 days out. I read online that would cost me $0.

Reservation number: IHD38E

Name: Wendi Thomas

Phone: [protected]

If I could give this crap airline an eighth of a star I would. It's giving them the benefit of the doubt giving them 1 star. Long story short, supposedly back in March of this year they changed their bag weight "policy" of allowing a 40 pound checked bag, when they used to permit 50. It clearly says 50 pounds on their boarding pass, which used to be their policy. See the attached pic. And after calling and complaining, and trying to get the $50 back for the 6 pounds we were over, yes 6 pounds, they refused to give us the $50 back. They kept mentioning "policy...policy...policy." And don't get me started on all the other nonsense we had to deal with with the flight. A mechanical issue, which delayed us 2 HOURS, and then they proceeded to board us even though they had yet to sort out the mechanical issue. So we sat on the airplane for another 2 HOURS before this crap was sorted out. Why in the hell would an airline board passengers if the mechanical issue had yet to be sorted out?

It's too bad! Frontier used to be a great airline back in the day. Now it's the crap airline that obviously isn't focused on the customer. Evidently they are spending all of their money on their fancy tail art.

Never again, Frontier! Never again! And for those that fly Frontier, beware! By the time they charge you for every damn little thing, you would still be further ahead flying with an airline that charges more (and provides FAR better service).

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

You requested assistance from our on-line support form. Below is a summary of your request and our response.

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