Menu
Frontier Airlines
Frontier Airlines Customer Service Phone, Email, Contacts

Frontier Airlines
reviews & complaints

www.flyfrontier.com
www.flyfrontier.com

Learn how the rating is calculated

1.4 263 Reviews

Frontier Airlines Complaints Summary

29 Resolved
224 Unresolved
Our verdict: With Frontier Airlines's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
Verified
The authenticity of the customer service contact information for Frontier Airlines has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Frontier Airlines. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Frontier Airlines reviews & complaints 263

Filter reviews by rating
5
0 review
4
1 review
3
0 review
2
0 review
1
9 reviews
Sort by:

Newest Frontier Airlines reviews & complaints

ComplaintsBoard
L
12:27 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Customer complaints

After someone committed fraud by using our debit card and charging a airlines ticket on frontier, I tried to alert them - I am in bahamas.
I called their consumer department and after waiting an hour an 12 minutes, I was disconnected by their operator. I call again this time another 40 minutes and was disconnected again. Every business nees to establish a hot line to deal with urgent frud complaints and frontier shows no sensitivity to this need. Moreover its consumer specialists bare really exoert at disconnecting people presumably so they do not have to deal with them

Read full review of Frontier Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
12:54 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Customer service

Terrible customer service relating to elderly/disabled passenger. Recently booked a trip DEN/MCI with my elderly mother who needs an aisle seat. The route did not offer the "Classic" fare, so no advance seat assignments were permitted. When I tried to check in online 24 hours in advance, could not check in for my mother because we had a "meet and assist" request. When I tried to call reservations to get the seat assignment (should have been a simple request), the phone system does everything it can to discourage you from talking with a real person. Was put on hold for 30 MINUTES just to talk with an agent. When the agent finally answered, she was VERY unhelpful and uncaring. Put on hold another 10 minutes to talk with supervisor. Supervisor told me that I should have booked the more expensive Classic fare if I wanted seat assignments (apparently without checking to see if it was even available). Tried to tell me I would have to wait until check-in at the airport. Finally got my mother an aisle seat, but unfortunately it's seven rows away from my seat assignment!

Read full review of Frontier Airlines and 9 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
9 comments
Add a comment
J
J
jkramergirl
, US
Dec 20, 2017 12:10 pm EST

Used 40000 miles for one ticket when there credit card application CLEARLY indicates 40000 is for two tickets. They have different wording on their website for travel then the one for the credit card. The personnel on the plane also stated that the 40000 miles is for two round trip tickets. When contacting them they keep referring to their other website and say they must be fair to all travelers. Fair would be providing the two tickets they indicted both on the flight and on their site as agreed. They refused to provide the ticket I needed unless I agreed to letting them use all 40000 points. I have copies of the website showing it was for two round trip tickets but they will do nothing. This is not the first incident with Frontier. I've had a couple of flights cancelled and been told to vacate the airport because it was closing and there were no other flight options even the next day. While this airline is capable of providing good service when they want too they have shown a tendency to not care at all about customer service and following through on an agreement. No one should be subjected to being left stranded with no other options or to have to be subjected to misuse of earned miles.

P
P
Padma
, US
Jun 03, 2016 8:27 am EDT

Worst customer service ever. Tried to rebook a Frontier flight, because they won't let me do it online. I had to cancel a previous flight and now have to use that money on a new flight:. On hold on phone for 45 minutes on 2 occasions;. (between last night and this morning)|. Wish I could sue them for my wasted time!. And have to listen to their commercials instead of some music'. No more Frontier for me'.

Why do they say "no change fee" when they charged $50 for the change;. Guess they are trying to copy SW airlines but not quite!

J
J
Jennifer Bosox Baptiste Wallace
, US
Feb 28, 2016 4:57 am EST

I will never, ever, ever fly frontier airlines ever again. My first time ever, I'm on plane right now doing the boarding. I guess you get what you pay for is their "motto", but then again they make you pay for everything. The seats are tiny, the rows are made for a person who stands only 5 ft tall, the food tray if thats what I want to call it is half the size of a normal tray. Spend the extra money fly JetBlue, SWA...big mistake wish me luck onto Vegas I go

N
N
Nancy Hadam
,
Aug 12, 2008 1:48 pm EDT

Use your miles-forget it. We tried to get information for months on when we could book our tickets to Alaska for next Spring. They continually told us to call back. This went on for two months. Finally, we gave up and tried to book our flights to New York in December and found that it was too late. Thanks to the misinformation from Frontier and the blackout dates, we had to purchase all of our tickets for both trips although we have 50, 000 miles. I wrote a letter to the Frontier CEO requesting resolution. We received a letter back thanking us for our "feedback". I have called the person who signed the letter, early returns, consumer affairs (which is really customer service) and the Administrative Assistant to the CEO. I've written another letter. I want a complete and just explanation of their bad service and a resolution to my problem. I am thoroughly disgusted with Frontier, am canceling my cards and transferring my miles.

F
F
Ferdinand Lasinski
Ju, US
Mar 29, 2010 10:22 am EDT

Flight initiated in Austin was 1 hr late. Due to a tight connection in Denver, I requested to be placed on the United flight which was on-time. The agent assured me that I would have 20 minutes to make my connection in Denver. After arriving in Denver in gate 4, the greeting agent advised that my Albuquerque flight was departing from gate 64. Arriving at gate 64, the flight had left. I stood in customer service line for 90 minutes. They placed me on a 5pm flight. The scheduled visit to Albuquerque was a day trip. Frontier refused a refund. The flight was booked through Expedia - it offers no customer service, but that is another matter.

L
L
Laura Ortiz
Thornton, US
Sep 27, 2011 8:28 pm EDT

We had booked a flight on Frontier but had accidentally booked the flight for AM instead of PM. After calling and being on hold for 96 minutes we were told that to change the flight would cost 3X what the tickets were worth but that Frontier offered what they called "same day exchange". We were told to call at midnight on the date of our flight and they could change the flight, as long as their was availability, for a $50.00 charge...that seemed fair to us. We called at 9pm and spoke to Tanya to check availability and were told that there was plenty of seats and we should have no problems changing and we should stay up and call at midnight. We called at midnight and the nightmare began. Sean, the rudest representative I've ever spoken to, told us that we needed to call US Airways to release the ticked and he could not help us. We proceeded to call US Airways, they told us that the ticket had been released three days prior. We called back and after a 30 minute hold were told that we could only change the ticket at the airport, not over the phone. This was the first I had heard this and the airport was an hour away, I asked to speak to a supervisor to which I was told there was no supervisor but I could stay on hold for two and a half hours until one would be available. I asked her if there was anything else she could do for us since we had now spent close to 3 hours on the phone and had received a different story each time we called. She put me on hold and 22 minutes later a "supervisor" came on the line (after one not being available 22 minutes earlier). Mia, the supervisor, told me that we were the ones that "screwed up" the reservation in the first place and that it wasn't her fault that she couldn't do anything for me, she didn't know why I was given false information from 4 people previous to her about changing the ticket over the phone but is wasn't her problem. She said that her shift was almost over and she had to end the call and hung up on me.

C
C
collegekid12
, US
Aug 04, 2010 11:33 pm EDT

i got off work at 11pm, i just so happen to work at a call center so i know the ins and outs. Frontier has YET to answer the phone and this call has been on hold for 40 minutes! I work with visa credit/debit cards and i gaurantee we have many many more calls incoming than this place. Just based on their call center i will never fly frontier again. EVER

B
B
boxFrontier
Avon, US
Jul 23, 2010 3:38 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Wow, what a joke of a bank. Barclays Bank's customer service department is by far THE worst I have encountered. I am surprised Frontier Airlines has not moved on to a different bank to administer the frequent flier credit card offer. The customer service at the bank is the worst I have ever experienced.

If I did not love Frontier Airlines and want the mileage credit I would have dumped Barclays Bank long ago.

Seriously, I do not understand how a company (Barcays) can stay in business with the poor customer service, lack of follow through, incompetent employees, not well-trained employees on their own products (e. g. stating they don't offer a "Pay Pass" credit card through Frontier Airlines, when they do!), weak supervisors, not calling back within 24 hours as they state a manager will do and managers not even aware of what the problem is.

This goes back to mid-May when I was sent a new credit card because I was "upgraded" to a better card. Two months later and nearly 30 phone calls and I don't have resolution and continue to get incompetent customer service employees who give me incorrect information and do not seem to care to fix the situation. Stay clear of getting one of these cards if you can help it. (I read the negative post by a person who "was roped" into one there at the Denver Airport.)

I am so disappointed in this product, Barclays Bank, any Barclays cards, especially the Frontier Airlines Barclays MasterCard, the incompetent call center they use in Manila, the uniformed bank customer service personnel in the U.S. who do not follow through and seem uninterested in helping, Frontier Airlines.

There are other better choices out there. Be aware - Mike

K
K
kpod
Redwood City, US
Apr 15, 2010 1:12 pm EDT

If you have an option, don't fly Frontier! It's the worst airline I've ever flown in the past 20 years. The connection time between flights is short, and if you miss your 33 minute connection due "to weather" they don't even pay for your hotel overnight! Not to mention that they close the gate - even though you are connecting on their valid connection - and even though the plane is still there they can't do anything.
In fact, of all the 8 service reps I talked to throughout my 1 day miserable stay over at Denver airport, noone could do anything.
Lame, lame, lame!
I will never fly them again.

ComplaintsBoard
B
6:50 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Stand-by policy w/o common sense

Round trip Denver/Durango/Denver...leaving 4/1/10, returning 4/3/10. Business done early, called reservations-told standby possible for a same day earlier flight [protected]). Checked available seating for earlier flights the NIGHT BEFORE...LESS THAN 1/2 FULL BOOKED. Went to airport, ticket counter personnel said I have to pay $100.00 + change in fare...for a 5 hour earlier flight!...when I could have purchased a COMPLETE ONE WAY TICKET THE NIGHT BEFORE FOR $50.00.

THEN THEY CANCEL MY FLIGHT...STRANDED IN DURANGO.

I HAVE GIVEN UP MY FF ACCOUNT AND MILES...they make it so hard to use them anyhow, so it is no big loss. I will NEVER fly Frontier again, and as much as I hate flying United...Thanks Southwest for flying out of Denver...I will rack the miles...trust me. Looks like I will see a lot of DFW (Delta/American), SLC (Delta), and ORD (American ORD/Southwest MDW)...

I understand the policy, but when the traveller's changed plans do not infirnge on the possibility of the sale of the last couple of seats on a heavy flight, and the airlines are so severely driven by profits that they do what happened to me, it is time I put the 80K/year of airlines flights I purchase to another company that WANTS my business!

Read full review of Frontier Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
G
11:49 am EST

Frontier Airlines Checking in baggage - unfair

I lost my bank card in Mexico & realized it when booking a flight home. My mom didn't get paid until the next day so she reserved a ticket for me -- that was a releaf.

So - I traveled on the bus for 6 hours to get to the airport. Come to find out that my hold was canceled - so - my mom paid for the ticket this time - but; the flight left 8 hours later then the original flight left.

At about 10:07 I walked over to the counter - but; to the side where I can just check my baggage. There was 1 person at the counter - when I walked up there he was talking to a military guy and gave him free baggage check and let him check his baggage early ( he's on the same flight as me. )

So at 10:15 -- It my turn to go up there and he wouldn't even let me check my 1 bag in.. not until 10:39 he said.. I said.. but; I been here since 3am.. and I'm hungry & dont want to go into the restaurant with the HUGE bag.. and he said: me too, I'm hungry.. but; I can't help you.. and I said.. there is no way to override it? He replayed: no sir, I cannot.

but; that's exactly what he just did for the other guy. He even said: sorry this is taking long - I just have to override this..

How do I know this military guy is on the same flight as me? because he's going to Denver leaving from gate A3 and I checked the screens of departure and arrivals & my flight is the next one to Denver.

Read full review of Frontier Airlines
Hide full review
ComplaintsBoard
J
10:57 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Cancelled flight

Our flight from Cozumel to Denver was cancelled. We were given several different explanations (there was also a language barrier) while we were in the airport for 9 hours. We were instructed to wait in line for $100 vouchers to release Frontier from all claims, before our names were put on a list for a hotel for the night. I explained that it was imperative that my family return the next day to our home in Kansas City. Passengers on our flight were assigned to three other outgoing airlines the next day: Continental, Delta, and US Airways. We were booked on US Airways to Charlotte, NC. Then, we were put on the last flight to Denver--making it impossible to fly to KC that night. Frontier did not cover our hotel expense in Denver. My children missed two days of school, and I missed work due to the inflexible itinerary assigned to us by Frontier--we saw others from our original flight on an earlier flight from Charlotte to Denver; we may have been one of the few families that did not have Denver as their final destination. Had we known it would take us 2.5 days to get back home, we wouldn't have taken this mini-vacation to Cozumel over President's Day weekend.

Read full review of Frontier Airlines
View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
E
4:02 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Frontier airlines

Flying from Dayton, Ohio to Las Vegas on flight #1092 on 1/17/2010. My flight was to leave the Dayton International Airport at 6:15 am on 1/17/10; I arrived at the airport at 4:00 am. Frontier air Lines requires a mandatory 2-hour check in according to your published info & your record info on your 1-800 line. The check in desk was not open. But the fight information board showed the flight to be canceled. I was second in line for service, at about 5:15-5:30 am a female ticket agent did come out to the desk, she did not speak with any of the passengers waiting in line, she picked up the telephone, and actually held it to her ear the entire time I stood in line which was until about 6:15 am. Another ticket agent, a young man came out & had a conversation with the female ticket agent, and he proceeded to log in to your system to start helping passengers. He randomly called out passengers name’s to re-book flights on other carriers. After about 20 minutes I ask him why he was not speaking with people in the order they arrived, he replied that the folks he was calling had connecting flights. I told him that I did too…so he ask my name & then re-booked me on US Air fight 2248 at 6:55 am. All was well for this leg of the trip. The real trouble began on 1/21/10. I was booked to leave Las Vegas to Phoenix on US Air flight 117 @ 9:40 pm. Because of all the bad weather in the southwest that day all flights had been canceled. I know that this is not Frontier Airlines problem to fix, so I called US Air to get rescheduled to fly to Phoenix, I was told they could not get me there until Sunday, 1/24/10 after 10 am…this is where the problem ensues, my flight on 1/24/10 from Phoenix on Frontier Airlines #868 was leaving at 7:2

So my next option is to call Frontier Airlines to see if I could change my return date/ticket to 1/22/10 and fly back to Dayton, Ohio. I called their 1-800 no customer service number at 6pm Las Vegas time, was on hold for 1 hour before I spoke with a representative. As I explained the situation, I was told it is not Frontier’s Problem.. I needed to call US Air it was their problem..He would not stop talking so I could explain the situation. I asked to speak with a supervisor, after being on hold for about 10/15 minutes, she came on the line, and told me that the previous man had explained the situation, and she could book me on a flight the following day. I asked her if this was confirmed, she told me yes. (My mistake here was not getting a name & employee #.) This flight was to leave Las Vegas at 10:15 am #976 going to Milwaukee then to Dayton, Ohio. As per the rules I show up at the Las Vegas airport at 7:30 am to check in. When I got to the ticket agent, she could not find the “the confirmed reservation”. She picked up the telephone and called someone..(Have no idea who.) Then after about 30 minutes, I ask what the problem was and this is what she said. “What she did find in the system was that I had flown out the night before on the canceled flight, US Air. She then called, I guess US Air to fix the computer system so she could proceed. After that was done, she then took me to the on floor manager.) He then looked in the system for the reservation to Milwaukee. Once he found it, he told me the cost would be $676.00, time was now about 9am.

Needless to say I was a bit over whelmed at the cost, because the night prior when I was on the phone with your customer service supervisor, nothing had been mentioned about this ticket price. (Had that been the case I wouldn’t have been standing there!) When I explained to Mr. Chambers the conversation that took place the night before, his reply was, I have no proof that they didn’t tell you the price! At this point his behavior was nothing but condescending, rude and insulting. He was loud, he told me it wasn’t his fault, US Air Cancelled the fight & it wasn’t his problem to help me. Either I wanted the ticket or not…I stood at the ticket desk & once again called your customer service, and was told exactly the same thing, as Mr. Chambers..by now it was 10:30 am and the flight was gone. Mr. Chambers, had been holding in his hand all my itinerary papers the entire time we have been speaking, he was folding them up and slamming them down …speaking very loudly to me, either “I excepted his help or not”. At this point I asked to speak with his supervisor, when he told me he was the top man in Las Vegas.

If this is the kind of customer service Frontier Airlines wants, I am shocked!
Please understand that I did not once yell or insult, or call any one any names..I retain my composer the best I could muster.. I then re-iterated that my fight back to Dayton, flew out of Phoenix, and I couldn’t get there, so I needed to find a way home. Mr. Chamber’s stated, “You have a flight home out of Phoenix” that comment was nothing but sarcasm! So I asked him to check to see if he had any flights that would leaving Las Vegas on Sunday 1/24/10 to get back to Dayton, he refused to help me..

This has been my experience with Frontier Air Lines. I am 57 years old, professional and have flown many times, I have never been spoken to like this or treated with so little respect as I have been with Frontier Airlines. I certainly hope that this complaint doesn’t end up on someone’s desk in a pile of papers. Because if this is happening to me, how many other customers do you think this happening to, that aren’t sharing the experience? The best form of advertising is through word of mouth, what do you think I have been saying? I would truly like to hear from a representative from your company, and not just a form letter that thanks me for expressing my opinion! Do you really record phone conversations? If so, I would love for you to pull this one up!

Read full review of Frontier Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
boxFrontier
Avon, US
Jul 23, 2010 3:39 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Wow, what a joke of a bank. Barclays Bank's customer service department is by far THE worst I have encountered. I am surprised Frontier Airlines has not moved on to a different bank to administer the frequent flier credit card offer. The customer service at the bank is the worst I have ever experienced.

If I did not love Frontier Airlines and want the mileage credit I would have dumped Barclays Bank long ago.

Seriously, I do not understand how a company (Barcays) can stay in business with the poor customer service, lack of follow through, incompetent employees, not well-trained employees on their own products (e. g. stating they don't offer a "Pay Pass" credit card through Frontier Airlines, when they do!), weak supervisors, not calling back within 24 hours as they state a manager will do and managers not even aware of what the problem is.

This goes back to mid-May when I was sent a new credit card because I was "upgraded" to a better card. Two months later and nearly 30 phone calls and I don't have resolution and continue to get incompetent customer service employees who give me incorrect information and do not seem to care to fix the situation. Stay clear of getting one of these cards if you can help it. (I read the negative post by a person who "was roped" into one there at the Denver Airport.)

I am so disappointed in this product, Barclays Bank, any Barclays cards, especially the Frontier Airlines Barclays MasterCard, the incompetent call center they use in Manila, the uniformed bank customer service personnel in the U.S. who do not follow through and seem uninterested in helping, Frontier Airlines.

There are other better choices out there. Be aware - Mike

ComplaintsBoard
M
5:56 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Checked baggage - unnecessary

Insisted that my son check both his bags-
1st bag $20 2nd bag $30
Understand the policy that only 1 carry on is allowed.
However the agent informed my son that he must check both his bags.

Filed a formal complaint with Frontier Consumer affairs division and was advised that the complaint would be sent to the Directors and Officers of the company.

If I receive no refund for the 2nd bag, I will make sure that my company policy prohibits any employees from flying this airline in the future. I am advising all friends & family to avoid Frontier Airlines as well.

Complaint filed with BBB as well.

Read full review of Frontier Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
T
T
tfmblows
Brooks, US
Nov 16, 2011 12:01 am EST

This somewhat happened to me. I understood checking the bags would be $20 a piece for the appropriate size (delta offers free first bag checked btw) and I had prepaid before I left my house to fly out of ATL to DEN. Upon arriving to the kiosk, the very rude attendant told me my bag was too big and had to be checked. I told her it had already been checked via the internet and she still charged me an extra $20. So, $40 to check ONE BAG that was only 19.6pounds! I believe the cutoff is 50 pounds! I was in a hurry and she also berated me and said I was late, which I was not. I checked in online, had my passes and checked my bags already and was an hour early. I didn't understand the rude attitude but rest assured after my annoying flight with an attendant that constantly hit my aisle with the cart and ignored my four requests for headphones after looking DIRECTLY AT ME, I asked for a refund for the checked bag mishap. I will not pay $40 to check ONE 20 pound bag. Ridiculous. I chose to fly Frontier out to Denver even though it had the same fare as Delta and AirTran because I had never flown Frontier before and wanted to see what it was like. NEVER AGAIN! Sorry, but when you live in a Delta hub like I do, Delta is the way to go. Frontier offered me my first horrible flight experience.

ComplaintsBoard
J
5:11 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Flight 608

Dear Frontier Airlines,

I am writing this letter to complain about the poor service we encountered recently on one of your flights. On a recent trip to Denver my husband and I traveled from Phoenix Sky Harbour to Denver International Airport on a Frontier Airlines flight. My travel experience with Frontier Airlines has been outstanding, that is, until the previously mentioned flight taken on November 1, 2009. On that date, we boarded flight 608, Saturday morning on a delayed plane from Denver. The crew seemed reasonable but agitated at boarding. As a frequent flier with Assent status on Frontier, my husband and I were able to board early. Once in our seats we were approached by flight attendant, Van: no last names were given to us. She asked us if we would exchange seats with a mother and young son. Apparently the mother and son were assigned exit row seats. Since the child was a minor and not allowed to sit in the exit row, Van asked us to switch seats. We agreed. As the seats were interchanged, Van told us that we could have free on board TV. SInce I have Assent status this 'perk' was not necessary, so she promised a free drink from the menu or a free treat from the snack tray. We agreed and assumed all was well. However, during the flight, unbeknownst to us, the information exchanged to us from Van was not transferred to the rest of the flight crew. During the snack sale portion of the trip, my husband commenced to ask for a snack from flight attendant Linda. When she asked for payment, my husband mentioned the discourse between the other attendant and us. Linda was beyond rude as she replied loudly to him, "Frontier does not give free food to passengers!". Of course we were stunned at her impolite demeanor toward us. Again, in soft tones, he explained the agreement we had with Van. To which she proceeded to yell loudly toward to back of the plane (we are in exit row) where Van was working. I am not repeating verbatim, however, her words were in the following vein, " This customer said he could have free food. We don't give free food out! He needs to pay like every one else!" Of course we were mortified! To which I responded, again, with soft tones, "please, let's try and keep our voices down and a bit more quiet. You've embarrassed us enough. We will pay for the snack, no problem." Her reply was rather threatening, "I am finished with this, unless you want to continue, I will talk as loudly as I want and say what I want. Its up to you...shall I move on... or, are you finished!" At this point she threw the snack toward us and began to take requests from other passengers. We sat there red faced and embarrassed for much of the remainder of the flight. My husband and I agreed that this was unfortunate behavior from Frontier staff and concurred that we would complain to Frontier Airlines.

As I deplaned in Denver, I approached the waiting attendants at the anterior of the plane, and asked them for their names. Van relinquished hers, however, Linda ignored me altogether. I again asked her for her name, to which her reply was brash and rude. I exited the plane. My husband, disembarked much later. He witnessed the attendants mimic, mock and berate me as the other passengers continued to pass them. As he left the plane, he asked to speak to the pilot, Mr. Todd Morgan. He and Mr. Morgan stepped out of the plane and talked on the jetway. The pilot remained neutral, giving excuses for his fellow employees. After talking, they parted amicably, with the understanding that we would file a complaint.

We sat down at DIA and revisited the event. We remembered a few other incidents that occurred on the flight and thought we would mention it as well. One in particular was disturbing. Van, the flight attendant we spoke of earlier, handled a fellow passenger without regard to his dignity. Her behavior began when the plane was getting ready to leave the gate. She walked through the plane performing last minute check, when she noticed an empty seat. This seat was across the aisle from us, an exit seat as well. She asked the passenger in the seat located next to the empty as to the whereabouts of the missing passenger. "in the bathroom, I guess", was the reply. On verification that the lavatory was occupied, she rolled her eyes, placed her arms on the seat back of seats on either side of her and said to the rest of us on the plane, " Well I guess we need to wait! Hey, lets embarrass him when he comes out of the bathroom! We'll tell him he delayed the plane further than we wanted and now we will be much later to Denver!, just because he needed to go to the bathroom!" Her remark was mostly ignored by my fellow passengers. When he returned to his seat, she chuckled, and said, "Well, now that we are ALL in our seats, I can begin my demonstration. Sir, will you be able to perform the duty expected from an exit row seat... etc." I have NEVER witnessed such degrading conduct on a plane. The poor fellow had no idea what was said or why she chuckled once he regained his seat. This performance would not have been reported by me, had they been pleasant the remainder of the trip. The foul mood from the flight attendants should not go unregarded.

I hope that you will investigate this further with resolve. No one should be treated to the degree that we were.

I hope to hear from you soon.

Regards,

Read full review of Frontier Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
T
T
tfmblows
Brooks, US
Nov 16, 2011 12:06 am EST

I had rude attendants on my flight as well. It's amazing how they get away with such crappy customer service.

ComplaintsBoard
T
9:36 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Refusal of service

I would not even give Frontier Airlines a single star on a rating scale for good service---they refused to let my daughter board a place in Costa Rica, though she arrived at the airport over 1 1/2 hours pre-flight...over the course of the next 48 hours, they told me that in order to get her home, I'd have to purchase tickets with another airline, so I spent $962 on two one-way tickets...the next day, my daughter suddenly called me from Denver, saying that Frontier had let her on the plane out of Costa Rica at the last second. Since she couldn't call me before she boarded, I had to cancel the emergency tickets I had bought the day before at the last minute, and it was so close to the boarding time for that flight out of Costa Rica, that I can't get any type of compensation from that airline...So, I'm out $962, plus an extra night in a hotel in Costa Rica at $100, plus the added food expenses down there, plus the extra airport parking fees for my car. Frontier cost me over $1000 extra and I have contacted Frontier and the Better Business Bureau. I won't stop there either--they royally screwed us! I will never fly that airline again.

Read full review of Frontier Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
A
1:59 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Ticket amount taken away

Hi

I have purchased a ticket with Frontier Airlines to fly from Dallas to San Jose on July 4th. I was there at the gate exactly 15 min prior to the flight departure but the folks tell me that, my ticket is given away to someone else and i cant fly now. I get a standby ticket for next flight wich is after 8 hours.

I call up the Frontier Airlines and cancel my standby ticket and was told that, they will put back the money on the same reservation code and then use at a later point.

Today, I call up the Frontier airlines with the same reservation code and found that there was no amount associated with this ticket and the ticked has been used. They say, we have never documented anything.

Then they transfer me to customer relations and that stupid again transfers me to reservation. This goes on an on and no one ever gives my money back.

I have lost 550 bucks onthis reservation code. I do not know whom to call for help.
Hope someone can help me out.

Regards
Anusha

Read full review of Frontier Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
buzzman25400
Brighton, US
Apr 03, 2010 6:54 pm EDT

At the gate 15 minutes PRIOR to departure...you SHOULD be bumped, BUT you SHOULD get re-booked. Your ability to get a refund is totally dependent on the type of fare you purchased. If you miss the flight, too bad...but I believe you have ONE year to use the record locator...between the same cities, AND under the same name (ticket is NON-transferrable)

ComplaintsBoard
U
12:44 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Poor customer service

It is easy to see why this airline is having trouble! Their customer satifiation is something they care very little about! Recently my wife's flight was cancelled from another airline and Frontier refused to change her to a later flight on Frontier when she couldn't make their flight. Granted, it was the other airlines fault, but Frontier "policy" is that if it's not their fault then someone must pay! Travelling can be challenging at times, but Frontier sure doesn't try to make it easy to overcome the unexpected events that you may encounter. So remember, the next time they ask you to be understanding for situation beyound their control, ask for $150 as that is your policy when it's not "your fault".

Read full review of Frontier Airlines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
D
D
dlakers
Davenport, US
Jul 25, 2009 1:45 pm EDT

They refused to change to a later flight or couldnt?

C
C
choices
somewhere, US
Jul 25, 2009 12:56 pm EDT

It's a pity that Frontier wasn't a little more accommodating, seeing as it was the fault of another airline, not a personal issue of your wife's. That's the problem with some of the bookings, particularly online ones: they use multiple airlines to get to distant destinations at lower prices. A problem with one airline has a ripple effect.

Hope your wife made it to her destination safely.

ComplaintsBoard
R
7:40 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Awful airlines

I'm never flying with frontier airlines.. Ever.. Nor would I even dream of recommending it to anyone!

I booked my ticket with frontier last year to go to altlanta from portland and back. This cost me $866. I had to cancel this ticket due to personal reasons and when I got told I wouldn't be refunded the money but I could use it at a later time to book with frontier, I thought it was fine.. I got given a year's time for this which was convenient too.

However, now, almost a year later, now when I want to use my money, there are a number of rules in place making it hard for me to use the money

A) I have to use the entire money for one trip and one trip only (regardless of the amount - I cannot use the 900 to book to go to two places.. Which is more logical given most return trips within the states usually cost around the 4-500$ mark)
B) I have to use the entire money to book one ticket only for myself (i.E. I cannot use the money to buy a ticket for both me and my wife cos it'll mean that some of the money will be used to book for 'someone else')
C) I cannot use this money to make a booking for a vacation deal offered on the frontier website (something that might enable me to spend this money stuck with them sensibly.. Maybe a couple nights of accommodation?)- cos it involves the use of a 'partner' for accommodation and since the partner is not part of the frontier company, I cannot use this money to pay for them
D) I have to pay an extra $100 as re-booking fees!

This basically means that I have to buy a ticket to some random place for ~$900.. A place that I might not want to go to but now have to if I want to make use of all the money I have with frontier.. Worse of all, I have to pay another 100$ to do this! And spend the same amount for my wife if we want to go together, not to mention the extra costs for accommodation and all! I even asked if I could use it for 1 ticket like they say, but have multiple destinations (go from portland to chicago to washington dc and back to portland).. But turns out frontier don't fly to any place without going through denver.. Which will mean that if I want to go how I planned, I would have to go from portland to denver, denver to chicago, chicago back all the way to denver and then denver back to washingon dc! Doesn't' make any sense to waste at least half a day doing this!

When I called their customer care regarding all this, all I could get from them is 'we cannot do anything about it, that's our policy'.. I asked them what my options were. I mean what would they do with the 900$.. All I get is that is your choice.. How on earth when i'm not left with any in the first place! If they want customers to use only frontier, they really need to have improved their service!

How on earth would anyone feel like using or recommending frontier airlines ever again!

A very angry and gutted frontier customer.

Read full review of Frontier Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
C
10:31 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Passenger contempt

PASSENGER CONTEMPT

This airline is in "devolution" and I will be cancelling my frequent flier status once I complete the roundtrip that my wife and I mistakenly booked this evening.

Normally I price/schedule shop by the itinierary and choose American whenever possible; but in this instance on a roundtrip to Phoenix I preferred the scheduling with Frontier.

Only after I bought the ticket did I discover that they will not allow ECONOMY fares to choose seats until 24hrs before departure. Think about that...talk about a new frontier, this policy should be categorized under class warfare without courtesy or "class."

One flight, because it's too late for a refund. But this is the Last Frontier I'll be boarding: an airline with NO CLASS whatsoever.

Read full review of Frontier Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
benterry
San Francisco, US
Apr 18, 2009 1:44 am EDT

Flight canceled out of Denver tonight, even though every other airline has flights leaving tonight. Wanted me to fly standby for the next 24-48 hours, telling me that the earliest they may be able to get me out would be Monday (Its Friday now). Poor service, even worse terms of carriage, which oblige you to accept their poor offerings of two day standby or forfeit your refund. Had to book a flight with United (Leaving tomorrow AM) at considerable expense. Interesting - in their terms of carriage they state the they will attempt to put you on the next flight out, even if it is with another carrier - not so, you have to book yourself. Also, trip insurance is a waste of money, since Frontier offered me weak standby, they technically did not cancel my flight for longer than 12 hours, thereby nullifying my ability to obtain insurance reimbursement. Weak, very weak, will never fly with these fools again. A cheap flight ends up costing three times more, and still not at my destination yet. Boo

ComplaintsBoard
P
9:25 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines False round trip return from costa rica

frontier airlines pads their empty flights by telling cust. that they have to have a way out of costa rica at the last minute b 4 boarding .
they do not tell u when u purchase a one way
they do not tell u when u use their 800 num to make a reservation
they do not tell you when you pay at the counter at the airport
the do not tell you when u board your initial flight b 4 u connect in den.
they then spring it on u at the last min. and blame the costa rican gov.
this does not happen on american OR cont. airlines
i plan to file a class actin lawsuit and an ind. lawsuit
all add. victims should contact me at [protected]@yahoo
so many travelers plan to bus out of costa rica to the north or the south
some plan to cruise out on a boat
some r not sure how they plan to depart costa rica
this SCAM/HUSTLE was pulled on me and they will not get away with it
meanwhile, they push their credit card. app. at u in denver
when this was pulled on me told them that since they failed 3TIMES to inform me that they could just refund me my money or send me back to dallas
they said they would not do either
this was a forced, coerced transaction of hideous business nature
there r people at frontier airlines who will hear my name in their sleep
this has caused financial and mental/emotional duress
i have been forced to embark in a foreign country with little money now and was isolated from my city of origin
it is a form of imprisionment and hinderance
just the beginning

Read full review of Frontier Airlines and 7 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
7 comments
Add a comment
F
F
Fromtier Licks Diick
, US
Aug 09, 2015 7:13 pm EDT

Frontier Airlines refuses to credit my frequent account with the correct mileage from a flight I took back in April, 2017. Repeated attempts to get this corrected have largely gone unnoticed by the airline. Exasperated, I am posting on every available site in the hopes that no else will do business with this terrible company.

A
A
AK Traveler
Anchorage, US
Sep 29, 2010 2:45 pm EDT

Had to fly Frontier from Nashville to Denver, Denver to Anchorage, Alaska. On plane to Nashville, first thing I noticed is how FILTHY the plane was! There was dirt all over the walls and compartments, trashed magazines and garbage in the seats.

In Denver, needed to change one seat so my family could sit together, (my husband with me and our toddler). The woman at the counter was completely berating and humiliating the man in front of me because he wanted to sit with his wife and infant. He barely spoke English, she implied he was an idiot because he didn't understand why she wouldn't even try to figure out a solution, ("You should have picked your seats when you made the reservations, I'm not going to look for you.") A young guy smacking gum came to the counter and called me up. He said he didn't see what the problem was, we were in the same row. I asked him to see if we could switch some seats because I just overheard them saying the flight was not oversold. He said I needed to ask the passengers when they got on board who wants to switch. I gave up, we boarded. The flight attendant was really nice and helped us out. All was well UNTIL THEY RAN OUT OF FOOD at the beginning of a near-6 hour flight! Almost twenty people had to fight over one bag of chips and one sandwich!

C
C
Chris La
alabama, US
Jan 26, 2010 12:29 am EST

Cannot check in for an economy flight where the outbound and return flights occur on the same day. Economy at Frontier means you don't get a seat until checkin. This problem with their checkin system means you cannot check in for the return flight until after the outbound flight. SO, while everyone else is reserving their seat for the return flight, you are stuck simply because you wanted to travel on just one day. Their web support person called this request "absurd" and promptely "accidentally" dropped my call.

Valerie
Valerie
, US
Jul 18, 2008 7:04 am EDT

Frontier AIrlines in cohoots with AIG Travel Guard insurance has switched their online ticketing process from an "opt-in" to an "opt-out" action. For those that have been regularly making reservations on line, as the company encourages, this is a sneaky little change that you are not aware of until you print out your receipt and it informs you that you have purchased travel ins. If you call Frontier Customer service the rep tells you they know its a bad change and that they can't cancel the policy over the phone. You have to call the insurance company directly. When you call their 800 # you are informed you have to send an email with the policy number. However your receipt from Frontier informing you that you have purchased insurance does not have a policy number. You have to wait for the confirmation notice from AIG to get the policy number. So Frontier pulls a sneaky to sell you insurance and then won't help you to cancel it other than shunt you off to the insurance companies automated system.

S
S
SurajB
Lewsiville, US
Jan 13, 2010 9:54 am EST

I had planned a trip to Salt Lake City (SLC) in the week of Dec 20-24. I am Midwest Miles Executive and now that Midwest has a partnership with Frontier airlines, Midwest airline folks gave me a redemption ticket on Frontier airlines to SLC as Midwest airlines does not fly their directly.

The nightmare began when I was late by 5 minutes on the ticket check-in counter. I requested the staff to try putting me on the flight as I am not that late but suddenly Angie in a loud voice screams from the background 'He can not go on this flight'. With no smiles or 'sir' salutation. No empathy statements like 'We would like you to go on this flight but unfortunately we cannot but do not worry we will put you on the next flight asap'. Instead they were rude and started acting like women who wanted to discipline a child for not reaching on time. Yen (pronounced as Jen) especially started acting like a goon and was abrupt, disrespectful and very rude. She gave me an ultimatum saying, 'do you want to even fly or not?'

To add to her annoyance, she tells me my handbag is over-sized. I carry a Samsonite handbag who I assume know what are the permissible dimensions that the airline allows. I travel every week with the same handbag and have my Midwest miles executive card attached to it but she wanted me to put the bag on the check. I just kept quiet and put the bag on the measuring scale and guess what the bag was passed. She just wanted to annoy us at 6:00am in the morning.

My wife was astonished at this behavior and told me to control my emotions, from that point on we decided not to expect anything from them and very helplessly told them, 'just please put us on the next flight'. At this point, as if to get back at me for even confronting her in the first place Yen purposely tells me to try taking the next flight at 10:00am. The only point being she knows very well the flight is fully booked because of holiday travel and there is no way I can get seats on the flight. Without my knowledge she did confirm me on the afternoon flight which leaves at 2:00pm.

We realized this point after we checked in and with our tired eyes and minds started thinking about what would happen if we dont get seats on the next flight. This thinking came in my mind because I am a frequent traveler. At this point I come out again from the checked-in area and approached the frontier check-in desk again and that’s when Angie tells me the flight for 10:00 am is fully booked. I felt like screaming at her that is she in-human. We got up at 4:30am to try making for the flight at 6:00am. Now we are stuck on this airport and instead of telling us the true picture they want us to wait for a flight that has a 99% chance on us not boarding it.

I just took the boarding passes for the 2:00pm flight and went back home to catch some rest.
Angie was clearly angry that I chose to become wise. She told me I need to take my luggage back with me when she really knew all that she needs to do is tell the baggage handlers to mark the bag for the 2:00pm flight. She eventually got a stroke of humanity and did exactly that.

Both Yen and Angie would not give me their last names. I asked them how anyone would know in Frontier airlines that I am talking about them, they told me to quote the time and the flight details so here it is:

Frontier Flight# 127
From Dallas (DFW)
To Denver (DEN)
Final destination Salt Lake City (SLC)

on Dec 20, 2017 @ 5:45am

I am disappointed! And looking for a formal apology from both Midwest airlines and Frontier airlines

B
B
buzzman25400
Brighton, US
Apr 03, 2010 6:57 pm EDT

I would fire them...I own a business, and if my employees treated my customers like that, I would be OUT of business

O
O
OBONE
Morrison, US
Dec 28, 2009 10:25 pm EST

WARNING - to all those passengers flying to Costa Rica (and staying more than 3 months).

At DIA airport in Denver on December 17th I checked in my large over weight bag and a flat screen TV to take for my annual 6 months in Costa Rica. I knew I'd pay extra for the 99 pound bag, but $150 one way was one third of the total round trip cost.

I Didn't say a word to the ticket agent and paid the $150. Then the lady ticket agent said: "If your going to Costa Rica for more than 3 months, you must show proof of exit before you leave the states!". I told her that I always book a flight out of Costa Rica before my 90 passport rule expires.

Again she said: "Do you have proof of exit?" "No I don't need proof!" But she insisted that I could not leave Denver without an exit itinerary. As I argued with her about not needing any exit ticket, she insisted that it's been a "Costa Rica law in effect since Feb. 2017", and continued to say: "Would you like to book on Nature Air now?" "Yes" I said knowing that I would simply cancel the flight when I got here to Costa Rica.

I said if it's Nature Air, please book me to Boca Del Toro, Panama where I'd taken that flight before. The ticket agent said: "When do you want to go and when do you want to return?" I said: "Book me to Boca Del Toro for March 10th with a 14th return". She quickly printed it out and handed it to me along with my credit card saying: "You have a Nature Air round trip for $120 plus tax". Grand total on $165 for what I thought was a round trip!?!?!?!?

When I arrived at the Santamaria airport the next morning, I spicifically asked the man at immigrations (customs) one question: "Did I need an exit visa or flight ticket out of Costa Rica before I arrived here?" His answer was "NO" and went on to say that Costa Rica has no laws like that.

So instead of booking a flight to El Salvador like I had planned for months, I am now stuck with a $165 ONE WAY ticket to Boca Del Toro, Panama without my lied about March 14th return. I've contacted Nature Air here in Costa Rica and not only found out that my Panama flight is not only un-refundable, they want another $165 for the return to San Jose, Costa Rica.

Now because of some Frontier ticket agent lying to me about this unfounded "Costa Rica law", it would cost me $330 for what - an over priced 55 minute each way flight to somewhere I've been before. I plan not book the extra $165 one way flight and procede with my original El Salvador plans, and out the $165.

Thanks Frontier! I will not only never fly with you again, I will also share with all my friends this story about a lying Frontier ticket agent in Denver.

Very sincerely yours, John (the fool)

ComplaintsBoard
U
12:21 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Frontier Airlines Poor service

Frontier provided poor service, incorrect information and unprofessional conduct. I traveled from SFO to Denver to connect with my flight to Indianapolis. The SFO flight was delayed because of snow in Colorado, which happens. I completely understand however the SFO representative said that I would not miss my connecting flight because all flights were delayed out of Denver. I reached Denver 4 hours last and had missed the Indianapolis connection. I went to the gate printed on my ticket and the representative there would not help me even although I witnessed her assisting others in the same circumstances. She sent me to the customer service counter for Frontier. I was #32 in line. I waited 45 minutes in line patiently. I found another flight on Southwest that was departing via Southwest to Indianapolis at 4:50pm. The representatative told me there were not flights available at 4:50pm. I asked out the Southwest flight and she rebooked me on the 7:00pm flight and just handed me a ticket. This flight got me into Indianapolis at 12:30am. I explained this was not an option because I my party was going to pick me up was going to be in bed by then.

She explained that Frontier did not honor Southwest tickets and that they did not honor Frontier's tickets. It is disappointing to me that there were empty seats on an airplane going to my final destination and Frontier would not work even after they told me that my connecting flight would not be missed. All they could offer was the explanation that their representative in SFO "should not have told me that". They took no responsibility or accountability for the actions of a representative from their company. The lady told me that I could stay the night in the airport in Denver and fly out tomorrow if that better suited my schedule. She said she could not provide hotel accommodations.

I asked if she could assist me in finding out the cost and availability of buying a seat on the Southwest flight and she said if I wanted a ticket on Southwest, "I could go buy it myself".

Read full review of Frontier Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
boxFrontier
Avon, US
Jul 23, 2010 3:39 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Wow, what a joke of a bank. Barclays Bank's customer service department is by far THE worst I have encountered. I am surprised Frontier Airlines has not moved on to a different bank to administer the frequent flier credit card offer. The customer service at the bank is the worst I have ever experienced.

If I did not love Frontier Airlines and want the mileage credit I would have dumped Barclays Bank long ago.

Seriously, I do not understand how a company (Barcays) can stay in business with the poor customer service, lack of follow through, incompetent employees, not well-trained employees on their own products (e. g. stating they don't offer a "Pay Pass" credit card through Frontier Airlines, when they do!), weak supervisors, not calling back within 24 hours as they state a manager will do and managers not even aware of what the problem is.

This goes back to mid-May when I was sent a new credit card because I was "upgraded" to a better card. Two months later and nearly 30 phone calls and I don't have resolution and continue to get incompetent customer service employees who give me incorrect information and do not seem to care to fix the situation. Stay clear of getting one of these cards if you can help it. (I read the negative post by a person who "was roped" into one there at the Denver Airport.)

I am so disappointed in this product, Barclays Bank, any Barclays cards, especially the Frontier Airlines Barclays MasterCard, the incompetent call center they use in Manila, the uniformed bank customer service personnel in the U.S. who do not follow through and seem uninterested in helping, Frontier Airlines.

There are other better choices out there. Be aware - Mike

ComplaintsBoard
B
10:46 pm EST

Frontier Airlines Gouged me for baggage; used security procedures to "punish" consumers with legitimate complaints

I traveled on frontier airlines beginning on 10/30/2008. On my outbound trip, there was no charge for my one checked bag (which there should never be; after all, given the restrictions on what you can take through security, you have to check baggage now). But on the return trip a few days later, they tried to ding me for $15 to check the very same bag! They claimed that I had to pay this surprise fee because they had imposed it for "travel after 10/31", even though I began my travel before that date. When I complained, and told them that I would never fly them again, the agent reacted by making me a "selectee" — that is, by causing me to practically be strip searched as I went through security.

Airlines shouldn't rip people off for baggage, and they certainly shouldn't be allowed to use the security procedures to punish consumers for standing up for their rights! Don't ever fly this airline.

Read full review of Frontier Airlines and 1 comment
Hide full review
1 comment
Add a comment
S
S
Sarah
san leandro, US
Jan 27, 2009 9:26 pm EST

Get Over it! I like this airline I have flown them for years does not matter what airline u travel now a days you will have to pay for something regardless. Not all agents are rude some times it is the customer that comes to the airport with a bad attitude, they pay the cheapest price to fly and expect the world handed to them...!

ComplaintsBoard
S
7:56 pm EDT

Frontier Airlines Frequent flyer miles

I purchased 4 tickets from Denver to Mexico using my Miles. Frontier issued me a confirmation code, confirmed my seat selections and with drew 140, 000 miles from my account. The next day I received a call from A Frontier Supervisor telling me that I now can't use my miles they were on black out dates- But the transaction already went through. They apologized again and told me I had to pay over 3500.00 if i wanted those tickets. As a consumer do I not have legal right? Does anyone know of legal counsel that could help?

Stranded in Denver

Read full review of Frontier Airlines
Hide full review
ComplaintsBoard
T
4:09 pm EDT

Frontier Airlines Extra travel insurance

As of July 2008, If you book a flight on line with Frontier Airlines there is a box marked "yes for extra travel insurance through AIG, which you will be charged for. You have to un check it or you are charged for this after you book you flights. I think it is a big SCAM. I called both AIG they could tell me anything about what the insurance covered and frontier told me what is written in on the site. After many calls and e-mails all I got was the extra insurance covers up to $500.00 per person NOT per bag for lost luggage, that doesn't even cover the cost on one bag itself. If a flight is cancaled the insurance covers up to $100.00 a day for food and hotel. When I asked if the plane is broke and not fling who covers lodging, no one from either place could or would give me an answer. All I can say is the standard policys are very vage, But to be charged for an extra insurance that does nothing for a traveler and is automatically mark "yes" for a customer is a big SCAM for money for both Frontier and AIG. Try calling and asking what the plan does for a traveler? it is a joke!

Read full review of Frontier Airlines and 4 comments
Hide full review
4 comments
Add a comment
B
B
blondiebachus
Manistee, US
Jul 19, 2011 11:56 pm EDT

Yes it IS a scam. Total rip off. Today I had a flight booked from Richmond to Detroit, then Detroit to Milwaukee on Delta, where I was to catch a short flight on Frontier into Manistee (where my car is). I did not want to do it this way but saw it as the only way. I bought their worthless travel insurance in case there was a problem. Well guess what! There was a problem! Delta cancelled my flight out of Detroit due to a mechanical problem and could not get me out until too late for the flight on Frontier. I called Frontier and had to pay $198 in change fees and "increased fares". I asked about this worthless insurance and she told me to call AFTER I paid her to file a claim. I talked to TWO ### agents who both told me the insurance doesn't cover this. It only covers issues due to Frontier or weather related. What BS! Wouldn't they cover that anyway if it was their fault or the weather cancelled a flight? I've had that happen numerous times on other airlines and was rebooked for free. In fact, Delta rebooked me for free and put me up in a nice hotel tonight. I demanded then at the very least they refund the insurance fee. I had to email my request which I did. I got a reply saying since i didn't file my request for cancellation within 15 days of my flight and was requesting this on the effective day it was too late! Again what total BS! how would someone know their insurance was worthless until they actually try to use it? Also my flight hasn't happened yet anyway - it was tonight. Do not purchase this insurance. It is a scam and they will take your money and not give you crap for it. While you're at it - don't fly Frontier. Their agents are rude. Their fares are misleading too. They kept advertising this $39 fare from Manistee to Milwaukee but when you would try to book a flight it was always more than twice that.

D
D
David Bennett
,
Nov 10, 2008 9:36 am EST

I purchased a ticket on Frontier Airlines yesterday. Today I get an email thanking me for purchasing Travelguard Insurance. I call Travelguard and said I never purchased the insurance and wanted a refund. They said I should have opted out so I wouldn't purchase the insurance. I was livid! They said I needed to call Frontier to get a refund. I called Frontier and they told me I had to call Travelguard. This is close to a criminal activity and the FAA or US Government needs to investigate them. I will NEVER fly Frontier again and will pass my experience on to as many others as possible. I plan to dispute the charge on my credit card. I also told them I wanted to cancel the flight because of their underhanded tactics and they told me I would be assessed a cancelation fee. Frontier is the ### of the airline industry!

J
J
Joel Maron
,
Aug 28, 2008 3:53 pm EDT

I was just charged for insurance I didn't want and didn't ask for. This practice of Frontier Airlines is sleasy and dishonest. Why would they structure their website so that you must uncheck the box if you don't want their insurance? The only clear answer is that they are trying to trick people into buying something they are unaware of. Otherwise they would structure it so that (like any normal purchase) you have to select the thing you want to buy. And, to add insult to injury, they make you go through a series of steps to get a refund, (which I have not yet received.)

This is an unethical, dishonest and unfair business practice. I'm an attorney, and in my legal opinion what they are doing constitutes an actionable business practice. If any people are forming a class to bring legal action against Frontier Airlines and AIG, please notify me as I would like to join this class.

In any event, I will never fly Frontier again, nor purchase any AIG product. This type of greedy, dishonest business practice is simply abhorrent. I have no respect for either company.

Shame on you Frontier.

C
C
Chris Toeppen
,
Aug 17, 2008 11:41 pm EDT

I have been a long time customer of Frontier, traveling to Denver on business at least once a month. Tonight, making a reservation online as I have done many, many times, I neglected to see the "Uncheck the box if you don't want the insurance" item which is new on Frontier's website. When I got my email flight confirmation I found I had inadvertently paid for the AIG policy which I did not want.

This is the worst type of website/customer interaction where you are automatically charged for something without realizing it, UNLESS you tell them you don't want it. Is it a scam, an easy way to raise revenue or just terrible customer relations? Whatever it is it has lowered my opinion of Frontier. Someone in their management has made a bad decision which can only hurt them in the long run. Offer the insurance if you wish but don't make the customer pay for it automatically unless they "catch" the little check mark and undo it.

Try again Frontier.

ComplaintsBoard
A
1:35 pm EDT

Frontier Airlines No ticket confirmation

Booked a ticket on their website. My card didn't go through. They asked me to call their call center, I called it and gave them my other credit card. They then asked me to wait, and later told me sometimes card confirmation takes longer and that when it came through it they will email me. 3 days no email. I figured the card didn't go through. So today I made a fresh booking and got a lower rate on their website.

I was checking my card information and I found out that the card was charged the second time (when i spoke to the call center). I then called the call center and they were quite adamant they this was not their fault that I did not receive an email confirming the payment. They told me that I should have called the call center to get an update if the payment went through. AFter much haggling they said we can only refund the latest one and not the previous one. I figured they saw the difference and decided to stick with the higher priced ticket. The funny thing is that i got the confirmation for the payment denied and the new reservation, but they claim that they had sent the email confirming my first ticket too, which for some reason I never received. THE lady supervisor seemed even more adamant that It is not their fault and it was my fault that I had bought a second ticket while the first was confirmed and reserved. I wonder if I hadn't paid for the first ticket would they allow me to board the plane, just because my ticket was confirmed and reserved. They almost made it sound that even the refund being offered on the second ticket was my good luck.

All this for $35 difference...wonder if the airlines think it was worth loosing the gratitude of their customers over a genuine case such as this. Just leaves a bad taste that although this was a genuine case (otherwise why offer to refund even one ticket), they chose to act in the manner they did. Actually a bit scared of flying with them now..if their call center was like this ...how would their ground staff be.

I would think twice before booking tickets with this airlines...at least through their website.

Thanks
Apurva M

Read full review of Frontier Airlines
Hide full review
ComplaintsBoard
D
2:33 pm EDT

Frontier Airlines Early returns program!

Don't bother with Frontier Airline's Early Return Program. They allow you to earn a lot of points but they don't give you anyway to use them. A round trip ticket with flexible dates is impossible to get and I don't know why they have Mexico as an option. What a joke, I regret ever flying with them. One-way tickets are possible but not likely.

Read full review of Frontier Airlines and 6 comments
Hide full review
6 comments
Add a comment
J
J
Joel Furnace
, US
Sep 30, 2015 7:24 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Does anyone have the email addresses for the upper management? If enough of us write them then maybe they might listen.

E
E
elam z
Thermopolis, US
Nov 30, 2009 8:37 pm EST

I just spent several days working a couple of hours at a time trying to book a flight with Frontier Airlines to use my miles and got no where. What a waste of time. It makes more sense to just book a flight and pay the price. It was definitely not cost effective to spend over a dozen hours finding nothing. I cancelled my Master card and wrote an email to them complaining about this and someone emails me back and says: Thanks so much for contacting us. We appreciate your feedback! Blah, Blah, Blah but no help finding a way to use the @*(#$&$&^# miles!

A
A
At your own risk
Oakland, US
Sep 16, 2009 9:34 pm EDT

I've had Rewards points sitting around for over a year and can never find any flights. I tried to book eight months out and there are no seats. You can't book more than 320 days anyway, though in reality you just can't book anything. These are worthless. I hoped they could transfer to another airline, but MidWest doesn't exactly service California. Of course, if I tried to use them on that sole partner airline, I'm pretty familiar with the message that would come up. Don't they realize the ill will they are generating with this mileage program? Why don't they just pump swine flu virus into the air vents? It would be just about as effective a way to get customers to their planes. Good grief!

C
C
Cranman
Olympia, US
Aug 06, 2009 4:19 pm EDT

I agree with both comments. According to the Customer Service rep and the ticketing agent, if no designated Early Returns seats are available the website drops you back to the member log-in page, requiring re-entering ID #, password, departure city and date, destination city and date. Which takes minutes. Then it happens again with your modified query.

Even their ticket agents do the same thing if you are willing to pony up the $25 booking assistance fee.

The ticketing agent was unable to tell me when or where I could use my Early Returns miles, and gave up after trying 10 different options. It turns out that if you try to book several months out, it is no better because they have not released any seats for the frequent flier program until they have analyzed they won't be able to sell them.

So it would a genuine stroke of luck and would take a lot of effort to get a seat any where with their Early Returns program.
It would seem that this program and their websites are designed to deny use of benefits. It is fraudulent.

D
D
degalelisa
,
Oct 11, 2008 1:07 pm EDT

I've had the same problem without any resolution. I've even tried to book flights using my early return miles to some of the less popular cities Frontier flies to without any luck at all!
I'm wondering WHO has actually had luck successfully using their early retun miles?

Any info you can share about transferring your miles?

N
N
Nancy Hadam
,
Aug 12, 2008 1:43 pm EDT

Use your miles-forget it. We tried to get information for months on when we could book our tickets to Alaska for next Spring. They continually told us to call back. This went on for two months. Finally, we gave up and tried to book our flights to New York in December and found that it was too late. Thanks to the misinformation from Frontier and the blackout dates, we had to purchase all of our tickets for both trips although we have 50, 000 miles. I wrote a letter to the Frontier CEO requesting resolution. We received a letter back thanking us for our "feedback". I have called the person who signed the letter, early returns, consumer affairs (which is really customer service) and the Administrative Assistant to the CEO. I've written another letter. I want a complete and just explanation of their bad service and a resolution to my problem. I am thoroughly disgusted with Frontier, am canceling my cards and transferring my miles.

Frontier Airlines Customer Reviews Overview

Frontier Airlines is a low-cost carrier that operates in the United States, Mexico, and the Dominican Republic. The airline has received mixed reviews from customers, with some praising its affordable fares and others criticizing its customer service and fees.

One of the most positive aspects of Frontier Airlines is its low fares. Many customers appreciate the ability to fly to their destination at a lower cost than other airlines. Additionally, the airline offers a variety of add-ons and upgrades, such as seat selection and baggage options, which can be customized to fit each traveler's needs.

However, some customers have reported issues with Frontier's customer service. Complaints range from long wait times on the phone to unhelpful or unfriendly staff. Additionally, the airline has been criticized for its fees, which can add up quickly and make the overall cost of the flight less competitive.

Overall, Frontier Airlines is a good option for travelers looking for a low-cost carrier. However, it is important to research the airline's fees and policies before booking to ensure that the overall cost is still within budget.

Frontier Airlines In-depth Review

Pricing and Value:

Frontier Airlines offers competitive fares compared to other airlines, making it a budget-friendly option for travelers. However, it's important to note that there are additional fees for baggage, seat selection, and other services. These fees should be taken into consideration when comparing prices.

Flight Options and Destinations:

Frontier Airlines provides a wide range of domestic and international destinations, allowing travelers to choose from various locations. However, it's worth mentioning that the airline has limited flight options compared to larger airlines. This may require some flexibility in travel plans.

Customer Service:

Frontier Airlines' customer service representatives are known for their responsiveness and helpfulness. They are readily available to assist with inquiries or issues, ensuring a smooth customer experience. Contacting customer service is easy and efficient, allowing passengers to address any concerns promptly.

Onboard Experience:

The aircraft of Frontier Airlines offer a comfortable and clean environment for passengers. While amenities such as in-flight entertainment and Wi-Fi may not be available on all flights, the airline strives to provide a pleasant onboard experience for travelers.

Punctuality and Reliability:

Frontier Airlines has a good track record of on-time performance, ensuring that flights depart and arrive as scheduled. While delays or cancellations can occur, they are relatively infrequent compared to other airlines.

Loyalty Program:

Frontier Airlines offers a loyalty program that provides benefits and rewards to frequent flyers. The program makes it easy to earn and redeem points, allowing passengers to enjoy perks and discounts on future flights.

Safety and Security:

Frontier Airlines prioritizes compliance with safety regulations and protocols, ensuring the well-being of passengers. The airline maintains transparency by effectively communicating safety measures to passengers, instilling confidence in their travel experience.

Website and Booking Process:

Frontier Airlines' website is user-friendly, making it easy for travelers to search for flights and make bookings. The website provides clear and concise information during the booking process, ensuring that passengers have all the necessary details to make informed decisions.

Baggage Policy:

Frontier Airlines allows for both carry-on and checked baggage, providing passengers with flexibility in their luggage options. However, there are fees and restrictions for oversized or overweight baggage, so it's important to review the policy before traveling.

Overall Customer Satisfaction:

Based on customer reviews and feedback, Frontier Airlines receives a positive overall rating. While it may not offer the same level of customer satisfaction as some larger airlines, it provides a satisfactory travel experience at a competitive price point.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Frontier Airlines customer service

Phone numbers

+1 (801) 401-9000 +1 (720) 374-4200 More phone numbers

Website

www.flyfrontier.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Frontier Airlines?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Frontier Airlines Customer Service. Initial Frontier Airlines complaints should be directed to their team directly. You can find contact details for Frontier Airlines above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Frontier Airlines. Discuss the issues you have had with Frontier Airlines and work with their customer service team to find a resolution.