Frontier Airlines
reviews and complaints

2/28/23

I had to, unfortunately, cancel our trip. I expected cancellation fees, but not 90% of the purchase price. We are 13 days out, not last minute and I have the insurance. But there is NO phone customer service, just very cold online chat. I had an issue with the credit card being charged back. They couldn't answer my question properly, so I asked for a phone # to speak to a live person. I get this reply " m sorry, but since we've switched to chat, our phpone number is no longer active." I challenged her on that, NO phones? really... I get thsi response ... "Unfortunately yes we can only receive or comunicate thru chats im sorry." Well first and last dealings with Frontier. A lot to be said for cheap airline tickets. Fees were rediculous.

My name is Bertha Rojas a 62-year-old. I traveled to Disney using Frontiers airlines, everything was fine. But on the way back 2/12/2023 at 12:30 PM, Traveling from Orange County to Phoenix, the female in the check in desk Maked me pay for a carry on, I have a Tote, in which I had a box, with my left-over breakfast. I explained to her that I was my food, and she stated that it was a carry on. I had also a backpack. She makes me paid for the backpack because she counts my tote as the carry on. My daughter needed to pay for my Carry-on backpack, her name is Stephanie Rojas. I really need you to know this because. I don't understand. that having some food in a bag can counts as a carry on. So why does the Airport salles food? Please talk to that lady. I am very sure that you will see the charge on my daughter's credit card.

Bertha Rojas [protected]

Frontier Airlines

I am totally shocked & irritated by the service I got at Tampa Airport by staff member. First of all she was rude like hell, no manner to talk to customers. I was going back to Denver from Tampa & I already made a payment for my 2 check in bags & I had 1 laptop bag which was supposed to be free. This freaking lady with no manner spoke to me in rude manner that she will not me board the flight if I don't make the payment My Question to Frontier Airline how can you keep such a mad women at work plus she charged me for my free laptop bag + 25$ extra for her freaking service + she even charged my 1 check in for which I already paid

My Ticket price was $262.96 but I had to pay $154 as she was not letting me board the flight.

I want my money back & customers book flight for good experience not for bad one.

You cant take money from people without any reason & giving the worst experience ever.

This is my experience with Frontier Airlines & my last time flying with this airline.

I will never use it nor any one of my family members use it or my friends

I signed myself and my spouse up for a Frontier/barclay mastercard last year in order to get the 50,000 bonus miles promised after requirements have been met. My bonus miles show on my mastercard bill but not on myfrontier miles. I cannot get any satifaction after 2 weeks of trying. Live chat is useless. They say they can't help me and Barclays live chat keeps sending me back to my frontier. I am beyond frustrated and want some resolution to this so we can use our 100,000 miles.

Flight Confirmation FE6ZJQ; Flight number F9-2158 Departing Las Vegas on 20 Jan 2023, at 0015 to Miami.

We purchased four tickets on 29 Sep 2022 and paid for two checked baggage and two carry on for Wassim Tannous and Maguie Salloum. Myself Gaby Salloum and my wife Carla Rahal are Canadian military members and were told by the agent that baggage are free of charge. Also at the time of the booking the weight limit was 50 lbs for checked baggage. At no time we received notification about the weight limit change to 40 lbs and the overweight fees.

Keep in mind that we originally were all flying international with all airlines having weight limit of 50 lbs.

When we departed from Miami on 12 Jan 2023, we had no issues as Canadian military and had no extra charges since the weight limit was dropped to 40 lbs.

On the return flight - 20 Jan 2023 from Las Vegas, the agent at the counter forced us to pay for our baggage as military because she said that waiver only applies to US military and not Canadian military. She also made us pay the overweight charges for all luggage. Specifically the charges were as follows:

$50 x 4 for overweight;

$89 x 2 for checked baggage Canadian Military;

$79 x 1 for one Carry on.

For a total amount of $457.00 (USD).

The Frontier Agent at the counter was very rude and told us to leave the airport if we are not happy. I don't understand how come we had no issues in Miami and everything changed in Las Vegas.

We had not been informed correctly and misled by the travel agent over the phone who told us that new rules came out and apply to Canadian military and that we did not need to pay for baggage. If we were not misled, we would have purchased checked in baggage and carry on for all four of us when the price was low (paid in advance) back in September. Had we known about the change in weight limit, we would not have purchased our ticket with Frontier Airlines because of our previous international flights.

I am completely outraged and disgusted by your airlines customer service communications. I tried to contact your reps by email, chat and also called the airport where I had my flight. I purchased flight protection from your associate CheapOair. I had an issue and needed to change my flight, CheapOair air said they wouldn’t honor the protection I paid for and I couldn’t contact anyone from your Company to reserve another flight. I tried chatting, emailing, even calling Tampa International. None of which responded. I tried chat 6x not one agent came online. I know am out my ticket price and an additional ticket with another airline of course, I will never fly frontier again. Plus the airplanes are disgustingly dirty ! And the agents are nasty, How can you not have a phone contact? I want my $ back, thank you.

Dawn Seniow

My brother Greg Dewberry and Anna Dick just got married on Sat. Aug. 27, 2022
And this was to be their honeymoon and we were going with them.Moria Sharon Dewberry, our mom and mother in law had a stroke on Sunday Aug 28, 2022 at between 3:00 - 3:30am and was rushed to the hospital by ambulance.
We are just thankful it didn't happen at the wedding or when we were in the middle of the ocean.
And We were still home.

So these are the items need to prove we had paid for our trip with trip cancelation and the proof that things had to be cancelled because Annette Dreyer (Mother) and RobDreyer(Mother in law)  and Greg Dewberry (Mother)and Anna Dick (New Mother and Mother in law not even for a day.)
Sharon Dewberry is still in the Niagara Falls Hospital in the Stroke ward Room 1421 as of Sept 10, 2022 and we still have know Idea when she will be coming home to my house Annette & Rob Dreyer where my parents both live.
So I ask if this could be processed as soon as possible because we would like to rebook when our mother and mother in law gets better.

Please help us with this Annette & Rob Dreyer and Greg & Anna Dewberry (Dick)If I have done anything wrong or I am missing something please feel free to give me a call [protected] Annette  I tried to make sure I had everything in between going back and forth to the hospital.We have also now included the new cruise that we have booked for the four of us from DEC. 31 - Jan 7 2023 because we have to use up our credits from the airlines by a certain date. The only thing is the cruise is a lot more than we booked the first time, not sure if we can also have the difference because of what happened this was supposed to be Greg and Anna's honeymoon. Please can you help us with this. Plus We also booked Go Port Transportation and they will only issue a credit but we can't use them for the new cruise because they don't go to Fort Lauderdale and we didn't know that when we booked the new cruise.  We have no Idea when we will be able to use it.And my Husband and I Annette and Rob we had been given a chance to do a Royal up for the first time and we lost out on this as well. Can you help with this for us?We have not booked our flights yet because the prices are all still crazy high and our credit does not cover it and we don't have the extra money yet to pay so maybe that can be helped as well.. Please help us. This is so stressful with the planning of the wedding and then not going on the trip because our mom and mother inlaw had a stroke. My mom Sharon really feels so bad about what happened. Please help us let her know it is all okay and you guys will help us out.Sorry this is so long...I hope I have everything needed. I am stressed to the max with everything. And I am sorry if it does not make sense. I am very very stressed.So we did end up booking a new trip and we had a credit of $915.92 Confirmation #Z7Q8RY and with the new trip booked To Fly Back on Jan 7 Confirmation code AIDGKR which was a total of $735.92 that still left us a credit of $180.00 and I am being told that it has expired and I am asking and pleading to give us that credit back because we were even lucky we were even able to book and get away when we did how would we be able todo a second trip Please extend that credit that we could please use this year 2023..

Please give me a call [protected] Annette Dreyer
Thank you Annette Dreyer & Rob Dreyer Gregory Dewberry and Anna Dick.
This is  the chat I had with a couple of reps.

Welcome aboard! I'm Frontier's virtual assistant. I'm here to make sure you get the help youneed.Would you like to continue inWith 2 buttons or links inI am trying toconfirm I still have a credit with you for approx. $180.00I didn't understand. Please explain a little differently.Would you like to continue inWith 2 buttons or links inEnglishTo get started, choose an option below or just enter your questionWith 4 buttons or links inRefundDo you want to request a refund or are you checking thestatus of a refund?With 2 buttons or links inRefund StatusI can help with refund information.Did you submit a refund request?With 2 buttons or links inYesDid you receive a confirmation email [protected]@mailac. custhelp.com that your request was received?With 2 buttons or links inYesHas it been at least 7 business days?With 2 buttons or links inNoIf you are eligible for a refund, you will receive aconfirmation and your refund will be processed within 7 business days. You willalso be notified if you are ineligible.Hope that helped. Did it give you the assistance you needed?With 2 buttons or links inNoPlease let me know which of the following I can help youwith:With 5 buttons or links inSomething ElseI'm going to ask a representative to join the chat. So, theycan help you best, please tell us a little about yourself and then click"Connect"First Name:Last Name:Confirmation # (optional):Thanks! Let me get someone. I'll pass your information alongto them and they'll join the chat as soon as possible.First Name: Wanda Annette Last Name: Dreyer Confirmation Number: Not ProvidedyesAIDGKRHi, this is Joshua from Frontier Airlines, I'll go ahead andreview the information you just provided and I'll get back to you. I am trying toconfirm I still have a credit with you for approx. $180.00I see, you'd like to confirm a credit.yesalso going back toref code Z7Q8RYThank you for that information.your WelcomeCan I also have your First and last name please, forverification purposes.Wanda Annette DreyerThank you for that information. please allow me a few minutes while I work on your concern,thank you. Should be from ourcancellation ref code Z7Q8RY total credit of $915.92 - our trip Ref code AIDGKRFor the Amount of $735.92 Should mean we should still have a credit of $180.00I hope this helpsmoreupon review here of your reservation, I can see that youhave applied the voucher for your reservation, and as for our voucher, it canonly be applied once.But Our flights werecheaper and we were told we still have the credit of $180.00 that we paid thencan i be refunded that moneyWe had to cancel thefirst flight because My mother had a stroke and we had paid the insurance forcancellationI'm sorry about that, but our vouchers are for one-time useonly. Here is a link that states our policy on vouchers.https://faq.flyfrontier.com/help/i-did-not-get-to-use-the-entire-amount-of-my-voucher-on-my-previous-reservation-i-want-to-use-the-remaining-value-on-a-new-bookingHow can I get theremainder of my money I am so frustrated I am will to take it as a credit or arefund. as for the remainderof your cash, that will be forfeited, I'm sorry to tell you.This whole thing hasbeen so much more stress added to myself with my mom and all these backs andforth being told one thing and it being not rightCan I have a managerplease give me a call9059413419I paid the right amountand I did use part of my credit and now you are telling me too bad for the$180.00 of my money just gets lots that is not far to the customer at all  Are yougetting a manager for me pleaseYes, I'll just need a few more minutes, while I try to findan available manager for you, thank you.OkayStill waitingAre you still thereHello Iam still sitting waiting for a managerThetime is now 6:15pm and I am still waiting and still no replyHello there! My name is Dyana Nicole. I see that you arecontacting us regarding your booking. Don't worry, I'll be more than happy toassist you. Would you mind telling me your phone number and email address? Just so you are awareI am keeping copies of this conversation and the wait time as well.[protected] adreyer.[protected]@gmail.comShouldbe from our cancellation ref code Z7Q8RY total credit of $915.92 - our trip Refcode AIDGKR For the Amount of $735.92 Should mean we should still have a creditof $180.00 and according to my paper work that was sent to me on NOV 25 2022 itclearly states Can be used for multiple bookings until the full value is used.yesyes whatYou can use the credit code Z7Q8RY to rebookLet me check the expiration, pleaseSo is there still acredit of $180.00excuse ma'amPlease let me finish my sentencesSorry it popped up asif you were finished, I am sorryI already told you above there is a remaining credit of 180$to rebook your future flights. Would you mind being that kind to allow me acouple of minutes to check the expiration date? and then I will resend the info to you via email Thank you so much for the info. Allow me a couple ofminutes, please.okayI am still working on your case. Remain on the line with me,please. no problem I see what happenedthe funds are expiredafter the credit was issuedthere are only 90 days to use ityou can fly out of those 90 days but you need to book the tickets during that time frameI will provide you the refund request formfor you to submit it and see if back office can make anexception for youbut I just don't want to set false expectations on youthank you I apreaceityou looking it to this for me. How can it expire we used most of the credit inDec 29 2022 I can't do two trips in 90 daysbecause your funds expired long agono I meantthe original bookingZ7Q8RYOn my paper work itsays by Aug 27 2023had a remaining balance of 180$yes that is correctTop of Formthis credit was created back on August 28thThere are no credits valid for more than 90 daysPlease see what youcan do for me These funds expired on November 26th of 22On the following form it will ask for the customer's contactinfo, then the flight info, original departure cities and dates. After that,there is a blank to explain your request. If you want a refund or a credit.Finally, just fill the email which you will be emailed with the back-officeresponse. After the approval of back office, they will let you know whatoptions they can give you in order to help you the last section is the feedback formthat is the one you need to fill pleaseCan it please be extendedI can't do two trips in 90 days Can they at least be extended till like May orJune pleasehttps://flyfrontier.custhelp.com/app/frontierairlinesThe problem is the fund are forfeited they don’t exist anymoreSo how can we extend something that doesn't exist?I would love to use the fund and cancel immediately tocreate a new credit but that can only be done until the last day of the creditavailabilityBut nowhere on mypaper work does it say it expires except 8 - 27 -2023You can attach the picture of your email where it says thatit will expire on august 27th so back office can honor itAs I mentioned we are not the ones that make the exceptionsonly back office On the following form it will ask for the customer's contactinfo, then the flight info, original departure cities and dates. After that,there is a blank to explain your request. If you want a refund or a credit.Finally, just fill the email which you will be emailed with the back-officeresponse. After the approval of back office, they will let you know whatoptions they can give you in order to help you the last section is the feedbackform that is the one you need to fill pleasehttps://flyfrontier.custhelp.com/app/frontierairlinesThank you I will fillout the form and send it in right awayI appreciate your understanding! Please, tell me. Is thereanything else I can do for you today? You could give mecompensation for being on this chat not just with you but the first personsince 5:30pm and it is now 6:50 pmit is worth a tryplease I'm sorry for the situation however even that i would loveto assist you in this case we cannot honor your request, the vouchers are onlyprovided by the airport agents due to travel disruptions and I would likedeeply apologized regarding that. I will really appreciate your comprehension  but also you can put that on the feedback form and attach your evidenceOkay thank you foryour helpIt's been a pleasure to assist you today! Thank you forchatting with us today. Hope you to have an amazing New Year full of blessingsand happiness. If a new question or concern arises, don’t hesitate to get intouch with us. We want your feedback! Please fill out our survey and you willbe entered to win 2 FREE round-trip tickets on Frontier Airlines up to a valueof $400. Click the link to take the Agent Survey. I know my luck wouldnever let me win anything I just have to just fight to get my money back but Ireally thank you for your help and advice. Have a great night. I am notfrustrated with you just this whole process Just under a lot of stress fightingeveryone for my money back. I am sorryTop of FormBottom of Form   I would love to have assisted you on the first place toavoid the long process. I totally understand and apologize on Frontier end, itis been a meaningful challenge for us all to move to the chats. Hope along thetime has a good impact and we had the chance to provide you a better experienceI hope your weekend gets better Have a nice rest of your dayOnce more it's been a pleasure to assist you todayI just filled outyour survey for you and you were great thank you

I purchased the works package that clearly stated it offered Refundability, No change fees, carry-on, Checked Bag & Seat Assignment. Unfortunately I contracted COVID and was unable to travel so I called to cancel my flight. When I called Frontier to get a refund they told me I can only get credit and they were also taking a cancellation fee. I contacted them again to get a refund and was again denied and then again for a third time and was denied. Why are they advertising The WORKS package to say "Refundability - Things can happen - have the ability to refund your flight! With the Works bundle, you can get your flight reimbursed with no cancellation fees." This is 100% Deceptive and I am again requesting a FULL REFUND of my $1446.82!

CC: Michael R. MacDonald

Sir,
I write you in an attempt to remedy an incident of which I believe you would want to be aware.

On January 2nd, 2023, while accompanying my 88 yr old legally blind mother on Frontier Airlines from Little Rock to Phoenix, we changed planes in Denver. We had arrived at Denver from Little Rock on Frontier. After scanning our boarding passes and moving in line on the walkway, an agent who had not been at Gate 38A previously stopped me and said, "You have to go back and check those bags." Both of these small bags were brought as carry-ons from Little Rock to Denver and there had been no problem. They are soft shell athletic bags. 8"x9"X18". The bags and entirety of this incident are on the Denver International A/V of Gate 38A. They are the same bags on my personal video of the incident. They clearly fall within Frontier request and FAA requirements of carry on luggage.

I returned to a side counter where the agent requested $99 for the carry on. I gave her my credit card and she charged me.

While the agent ran my card, my mother came to the door of the walkway and asked what was going on. I explained to her the agent was being difficult about the bags. I placed the already scanned boarding passes on the side counter. The agent took them. At this point I believe she realized she had made a mistake. She perhaps thought I was travelling alone. I believe she thought I was one passenger with two bags. She seemed shocked when I brought it to her attention. There were two boarding passes, one for each person. She refused to return my boarding passes. I took out my camera phone and asked her name. She refused to give it. I asked for her supervisor.

The agent then closed the door to the walkway. She said," You are being difficult. You swore at me. "I assure you I said NOTHING to her of a profane nature. I did speak to my mother. I did speak in Hungarian.

Our passes had already been scanned, We were walking toward the plane when this occurred. I again asked her name and to speak with her supervisor. She refused. A supervisor eventually came to the counter. I explained what happened. While talking with the supervisor and asked her name, she refused to give me her name or the agent's. The supervisor simply shrugged andwalked away to the Frontier office area nearby with the agent and closed the door. A second supervisor was called. That woman also did nothing.

The final contact I had with the agent and supervisors was as they walked into the office closing the door behind them.

They gave No Valid reason for bumping me or my 88 yr old mother from the flight to Phoenix. Simpy said I had been rude and would not be flying on Frontier. My mother had done NOTHING but stand in the door of the walkway and have the door locked on her.

This event can be verified by the A/V at gate 38A @2:30-3pm on Jan 2nd 2023.
I also have video of the thoroughly unpleasant encounter.
I have since received three emails from Collin and Raquel who offered me a future travel voucher yet state that
Frontier will NOT refund the tickets, as according to them,"The tickets were scanned."
I hope to hear from you regarding this outrageous incident.
Sincerely,
Don Kosco~
637 Douglas Ave
Prescott AZ
86301
[protected]
Reference #: [protected]
[protected]
Reservation # N8N6JF

I am a customer took the flight F1038 on Jan 8th. The airline charged me $99 for "bag exceeding dimension" from the credit card that I used for my flight ticket purchase.

But the truth is I didn't take any bag exceeding the dimension, no one at the airport ever talked to me about the bag, no one at the airport ever notified me that I need to make this payment and I didn't provide any authorization for the payment. I doubt it would be a fraud transaction.

I asked the airline to provide me any witness or video record to prove that they talked to me about this charge or proof of my payment authorization (signature, pin number, etc.). However, the airline is not able to provide any proof.

Also, when charging me, the airline was not sure which card to use and try all the cards in my account one by one (they got declined once as trying the wrong card). That happened because they never notified and confirmed with me about the payment and card details.

Finally, I was told by the airline that they are not able to provide receipt for this charge when I requested to take a look.

My wife was on flight. 2787 from Phoenix Az on Jan 12th she was having trouble. With the mobile ap on her phone and needed help the person at the front counter did help her but was in such a big hurry closed out her phone not allowing her to check her bag online, then proceeded to tell her she does not know how to go back into the ap to check her bag. She would now have to pay the $25.00 fee on top of her check bag fee.

REALLY

I had a tripped booked to Hartford CT on 1/4/2023 with credit and debit card to attend a funeral of one my daughters. I was told that there was a mix up concerning the reservations and I have proof that I paid. My other daughter and I were moved around to several different counters but no one could figure it out. One employee named Jodie tried to assist us but to no avail. I left the airport upset and heart broken knowing that we should have been there to pay our respects.

If you need proof of payment I have it on my cell phone and would be happy to share it with you. A few hundred dollars is a small price to pay for a huge Company like yours though it will not bring back the missed event with family and friends. If you feel it fit to refund me a larger amount it would greatly appreciated in my time of mourning.

I have been a customer with Frontier Airlines for many years. When frontier put out the "buy 2 round trips and get 20k bonus miles!

GOOD FOR ONE AWARD FLIGHT! Your next bonus is here! All FRONTIER Miles℠ members who purchase two round trip tickets by 10/30/22 and travel between 10/14 - 12/16/22 are eligible for a bonus of 20,000 miles!" in October 2022, we took advantage of this promotion and booked 2 round trips on Frontier website on October 17, 2022 and flew on 11-10/22 to 11-12/22 and 12/4/22-12/04/22. Reservation dates and travelled dated met the promotional requirements. My wife and I took exact same flights and are Miles members, many years as an Elite Member. After many tries, my husband got the extra 20K miles and upgraded to Elite Member for 2023 year. But, as of today, January 5, 2023 with over 10 Chatting on Frontier Airline website and numerous email requests on this matter, nothing! No responses to emails. Chatting was a joke! Every representative at Frontier turned over to Loyalty Department, Miles department, etc. Every time on the chatting. No live person to talk to except for the emails or chat... Over 10 years with frontier and being elite member for past 4 years, it may be the time to leave this lousy airline... Customer services are the worst! Unless my issues are resolved before my next already booked trip on [protected], no more with frontier!

Flew with my wife on Frontier Airline flights

1/1/2023 bad way to start your new year, on my trip to San Antonio from orlando is was delay and hour and 15 min when I return on january first my flight was also delay and when we arrive it took 1 1/2 hours to collect my luggage. Now this is not acceptable your company oneway or another need to be responsable

i have travel several times and i feel i was overcharge for my luggage, but now i would like to be refunded .this is an inconvenience that i didnt have control, it was all your airline. as a airline that provide peoples services, if your not equiped to do the work ... dont do it it , gives you a bad reputation. dont bank on cheap flights is the rest dont work.

you can email me back for my bags refund at [protected]@aol.com

thanks

On 12/22/2022 My husband and I was at the airport in Vegas heading back to Little Rock, AR. I spoke to the customer service rep about our backpacks we were carrying on the plane with us and she stated, no you definitely should not have paid to carry that on the plane. I made this payment a day in advance along with the payment for a checked bag, due to the payment at the airport would be much higher.

I immediately asked her if she could assist me with this refund since I clearly do not have a carry on. She told me no she could not at this time and Frontier would make the adjust if I just call them when I get home. I attempted to find a number to call, however the only way was to send an email and I did. Frontier advised I could not get a refund because my trip was completed. I was doing what the customer service rep advised me to do, I attempted to handle it before our flight, but was denied the opportunity to. The response I got is below..

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

Topic: Refund Request

Reference #: [protected]

Discussion Thread

Response By Email (Ruel) (12/29/2022 07:31 AM)

Dear Cecilia,

Thank you for contacting Frontier Customer Care. I know you had a difficult experience with us recently and I apologize for the delay in our response. Your patience is appreciated.

We appreciate receiving your email and happy to address your concern.

While reviewing your reservation, I noticed that travel was completed between las vegas and clinton on 12/22/2022. Carry-on bag fees are non-refundable after travel and we are unable to honor your request.

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

Sincerely,

Chris

Reservations Specialist

Frontier Airlines

************************************************

P.S. We want your feedback! Please fill out our survey and you will be entered to win 2 FREE round-trip tickets on Frontier Airlines up to a value of $400. Click the link to take the survey:

https://www.surveymonkey.com/r/5LJKB2K

************************************************

Customer By CSS Web (Cecilia Brunson) (12/22/2022 01:08 PM)

I paid for carry on and we actually had two small back packs. Customer service rep at the gate stated I must contact frontier for the refund to my credit card for those two fees. We had very small bags and they were under our seat.

My wife and I booked a vacation to the Dominican Republic. We were supposed to depart from Ohare Airport, located in the city of Chicago, on the 21st of December 2022, with Frontier Airlines flight. Upon arrival at Ohare airport via cab, on the 21st of December, at approximately 530am, we were informed by a staff member, working at the Frontier Airlines check in counter, that our flight was cancelled, because Frontier did not have a pilot available to fly the airplane. We were instructed that the flight was rescheduled to December 22nd, 2022, at 10:45am. Had to order another cab back home. On December 22nd, my wife and I returned to Ohare Airport, again via cab, and were able to check in. However, upon arrival at our assigned check in gate, at approximately 945am, we were informed that our flight was cancelled. This time the flight was cancelled because Frontier did not have an available airplane to transport passengers. The next available Frontier airlines flight to the Dominican Republic was on December 26. The flight number was F97080. The hotel that we booked for this vacation, Excellence Punta Cana, was booked from December 21st to December 26. Through no fault of our own, we were unable to reach our destination, and enjoy our vacation. And the weather did not play a role in either one of our cancelled flights. Frontier refunded our departure flight, which was $1,028.00 plus $62 baggage fees, and United Airlines refunded our return flight which was $917.14. The cost of the hotel was $1,831.72. Orbitz, which was the website that our vacation was booked through, and the hotel, Excellence Punta Cana, will not be waiving their policy in issuing a refund, due to the mistakes made by Frontier Airlines. Documentation of the refunds issued by United and Frontier airlines, are attached to this complaint, along with the hotel refund rejection letter from Orbitz, and the total cost of our vacation. At this time, the only way that Frontier Airlines can help alleviate our frustration, a ruined birthday/Christmas holiday that was booked in July and perhaps, redeem the Company's name as a fair and honest airline, is by refunding the hotel costs that were lost. Again, this situation is NO fault of our own. We showed up to the airport on time, and ready to go, and Frontier Airline made mistakes on both days, and the weather did not play a role in the cancellation of our flights. If you need to speak directly to me, for further information or have questions, contact me Scott Bosy at [protected].

Scott R. Bosy

I have over 200K FF miles. When trying to book a trip using the miles, the website won't accept a booking. When I hit "accept and purchase" the webiste just returns to opening screen. This has been going on for days. Their online chat is not operational either. I am going to destroy my Frontier Early Returns credit card and return to using a Capital One card. Frontier miles are unable to be redeemed.

After purchasing two go wild passes,we received e mails go a gifted flight.

Well I tried for days to book it.I would enter all the correct info,hit search and poof! It’s all gone and I’m back to a blank page.I start over and it happens again and again and,well,it’s day 4 since I started composing,calling,waiting for days for someone to come into the chat and nothing.

I’m now so angry that I want my go wild passes fully refunded.

Your lack of service of any kind is surely a preview to the service k can expect when I’m able to use the go wild.

Barry Daniels

[protected]

I was boarded onto Frontier flight 777 for the 7:56 flight from Denver International Airport to Las Vegas Airport on 12/21/22.

After a significant wait of 2 1/2 on the tarmac in Denver, we finally took off. After 10 minutes in the air, we circled around and returned to our gate. We received no communication from the pilot or crew at that time. After waiting until we pulled up to the gate, the pilot said to "stay in our seat until we figure out what is happening." After sitting in our seats another hour and a half, we were informed that our plane had a mechanical issue. We were not allowed to deplane, we were not offered beverages. We were given another aircraft for our journey with the same flight crew. We were told to proceed immediately to another gate.

We sat on the second plane for two hours awaiting refueling. The plane began to taxi down to the runway, but returned to the gate because THIS SECOND plane had mechanical failure as well. Myself and the passengers around me were extremely upset at this SECONDARY MECHANICAL FAILURE WITH AN AIRCRAFT. More importantly, the pilot and the flight attendant imparted no information whatsoever to us as to what our options were. There was a lot of confusion as to whether we were supposed to deplane or remain seated. People were grabbing their bags, pushing past one another and they were greatly distressed. The flight attendants still did not give information or direction.

After 8 hours of this fiasco, we were never offered beverages the entire time. Finally, finally, finally after all of this, the pilot simply canceled the flight. He even mentioned the eight hour span time. There was one agent at the gate as we were deplaning who simply told us to go to the customer service for Frontier between gates 36 and 38. There was no instruction that our flight was rescheduled nor how to proceed from this point. We were told via speaker by a flight attendant in an announcement to go onto the Frontier App and we could update our flight. I attempted to do this while standing in the customer service line for FOUR HOURS. Your live agent on your chat feature didn't have a command of the English language and couldn't comprehend that my Flight was canceled by Frontier. I discovered in an email a few minutes later they sent me that the chat agent charged a reschedule fee! I was infuriated because I repeated several times on the chat that Frontier canceled my flight and it wasn't my doing. Because of poor instruction by Frontier representatives, I went onto the Frontier app and canceled my flight in hopes that the agent at the customer service at the airport could handle this issue. Also, I was already four hours waiting in a line of 300+ people and because the chat agents on your app were not helpful, this was my only option since you no longer have a phone number! Your service desk had only four people on duty to handle the glut of passengers needing help. I noticed that there were 6 stations there, two unoccupied. After finally making my way to the head of the line (did I mention it was four hours?), the agent told me that because I hit the cancel button on the Frontier app, I had to purchase another ticket! Not only was she short tempered and rude, she didn't apologize on behalf of Frontier and she chastised me for a simple error. It was the Frontier flight attendant who encouraged us to update our status! I was traumatized by your rude and inadequate customer service representatives. Please kindly read this message in its entirety.

Hello,

I was supposed to fly from St. Louis to Las Vegas on 19th June 2020. But due to Covid we had to cancel the plan and we cancelled the trip.

We want to know the credit amount we have with you.

I can give you my Confirmation number as well as my ticket number.

We are unable to reach out to you either by chat or phone call.

Airline Confirmation #: F675PF

Passenger/Ticket Number:

MANISH KANSARA [protected]

PURVI DHOLAKIA [protected]

KAMALKUMAR KANSARA [protected]

JASHWANTI KANSARA [protected]

PARESHKUMAR KANSARA [protected]

PRAVINA KANSARA [protected]