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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.
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Frontier Airlines reviews & complaints 263

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10:26 pm EST

Frontier Airlines Terrible service!

Well i had bought a ticket in California were i live i went to mexico on vacation when i was ready to return home my flight was going to leave at 344pm, i got to the airport a little before 130pm. I stood in line and the security was taking a while to check luggage, when it came my turn the security told me to see the man at the desk. I went to talk to him he told me the window closes at 3pm i looked at the clock and it was 303 pm. He told me i had to fly the next day well i needed to get home so i had to buy a ticket on another airline to get home it cost me 400 dollars and i had to wait at the airport 8 hours. I tried to deal with FRONTIER AIRLINES but they want to pass the blame on security i went to the bbb and they still refuse to give me a full refund. I think if you want to fly and have customer service you should try another airline except Frontier Airlines or you could be out money and maybe stranded!

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SCS
Belgrade, US
Jun 04, 2009 2:00 pm EDT

Almost that exact thing happened to me! Only it was from a customer service rep at the counter who ignored me for twenty minuets (I was the ONLY person there in line!) then by the time she had decided to help me it was literally 3 minuets too late! They forced me to fly out the next day along with a lot of other incredibly rude and unprofessional behavior. When I called customer service they told me I shouldn't have been late! I repeatedly told them I WASN'T LATE; that she was not doing her job and if she would have just helped me when I walked up to the line (or even 3 minuets before she did) I would have made my flight. I am appalled at their so called 'customer service' and business practices in general. If you want to be treated like a human being; I suggest you choose a different airline, I know I will.

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12:00 am EST
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Frontier Airlines Illegal activities

Frontiers Airlines charged my credit card without my authorization and denied seats on August 19,2007 flight from Cancun to Los Angeles to my family of five by overbooking,overselling and not helping me when I needed help in Cancun during Hurricane Dean.

My credit card was charged by Frontier Airlines without my knowledge, I was bumped and denied seats. After many months of aggravation , stress and agony I have not been compensated for all the troubles caused by Frontier Airline

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12:00 am EDT

Frontier Airlines No respect to passengers

I sincerely regret that I have to write this letter. I think it is my duty as a consumer to advise you of the events that occurred with your airline employees at McCarran International airport on June 25, 2006. This was, in all of my years of travel, the worst experience with an airline and its' personnel that I have ever had. In fact, it was undoubtedly my worst experience with any company in general let alone an airline. For the sake of the health of your organization I think it is vital that you be made aware of the gross mistreatment I received from your employees as well as their unreasonable enforcement of airline policy.

Sunday morning, at approximately 9:10a.m. I was 5 minutes late for the 45 minute check in that Frontier Airlines requires (though nowhere on my e-ticket did it say that). The ticket agent, a petite, young woman with blond hair named Kristin asked if I was on this flight to Denver. I told her yes, expecting her to try to help me make the flight as there was still 40 minutes left and this has happened to me before with other airlines. She flat out said, "You aren't getting on the plane." I told her light-heartedly that I was a fast walker but she refused. While remaining calm and friendly I asked her to please let me try to make my flight. She said, "NO, absolutely not." I have to mention that she did not smile, smirk, laugh or come close to breaking that death glare, pinched face, snippy voice at any time. She then said she was putting my bags on standby for the next flight and that I "MIGHT" be able to get on the standby flight with my bags. I thanked her and hurried to the gate.

So, I arrive at the gate in approximately 10-12 minutes and approach the ticket agent there. Richard Anderson (taller with salt and pepper hair and a beard) did not look pleased to see me. I, on the other hand was thrilled to see that the plane had NOT ARRIVED. I told him what happened and he started to slowly type some things on the computer and tell me what I already knew, which was that Kristen had not checked me in. I said, "Well I'm here now, so can you check me in now?" He sighed and heaved and started pecking at the keys again. I was perplexed as to why they still wouldn't let me on the flight (since I was there and since the plane was not). Again he told me he couldn't do anything.

I asked to speak to a manager and then he made a call and came back to me saying that the manager was Kristen from downstairs and that she WASN'T GOING TO HELP ME. Meanwhile the plane arrives and passengers begin deplaning. I again try to plead to Richards's rational side by saying that I was a paying customer who purchased a round trip ticket between Chicago Midway and Las Vegas and that I was here and ready and there was no real reason on God's green earth why I shouldn't be put on my flight.

Again, I'm subject to that vacant, vapid look that I will become so accustomed to in dealing with the McCarran Frontier ground crew. Richard asks if I had any bags. I told him that Kristen had put them on standby for the next flight. Richard seemed relieved by this and told me that I have to travel with my bags. Then he walked away. I couldn't leave as I was utterly stunned. I looked over to Richard and he was whispering behind a clipboard to the two young women who were taking boarding passes. They both shot me darting glances. I have a very hard time believing that hard fast rule of traveling with bags since I know from personal experience that that is not always the case.

As I waited there until MY plane was boarding, I tried to ask the other Frontier employees questions about why I could not get on the plane. One was a young African American girl with a head band and short braids, the other a woman of Latina descent and long brown hair, both appearing about 20-22. Neither of them would LOOK at me to answer any of my questions. They would either fiddle with some papers, type on the keyboard or simply WALK AWAY from me. I have to point out that I had yet to raise my voice beyond an excited "Please, please, can you let me on this plane?" I had not insulted, scowled, glared, condescended to, swore or anything that would peg me as a difficult or unmanageable passenger. Conversely, all of those things, swearing aside, had been done to me by multiple McCarran Frontier ground employees.

I notice a short African American man in glasses at the Frontier counter. I naively think he may be able to help me at least get bumped up the standby list and show me my options once I got to Denver. AGAIN I'm greeted with a sigh and a glare. I have been flying on a regular basis for 30 years and I know how to deal with customer service people. It is annoying enough to have a customer service representative who does their job and does what is in the best interest of the customer but may be sort of rude about it, but it is a complete travesty to have someone who is both unhelpful and does not meet the minimum requirements of being able to communicate with human beings.

I explained my plight as quickly as I could. He said he couldn't tell if I would get on standby until that flight was closed. He went on to say that he couldn't guarantee me a seat on the flight from Denver to Chicago and there were only two seats left. The only way to guarantee is to buy a one-way ticket from Denver to Chicago. He told me it would cost $225. I gave him my card wanting desperately to get home. So he typed away for literally 10 minutes, not really answering my questions.

A major line had formed behind me. The gentleman still typed away and would not make eye contact to answer any of my mom's or her friend Mike's (who coincidentally had just landed in Las Vegas) questions. None of us can really believe that I hadn't been allowed to board the plane in the first place even though I beat it to the gate. Finally the gentleman said that while we've been standing here the ticket price had gone up to $409! I nearly threw up. We were stuck between a rock and a hard place. We were given no options, no help and not even ONE apology the throughout this entire ordeal. While the gentleman is unapologetically taking my mother's money, Richard Anderson walks back up to the counter and asks with a smirk if I'm feeling better. I actually said, "No, not really, but my mom's here. Thank you for asking."

We stood there waiting to see if I would be getting on this next flight. We were ready to have them go get my bags off the flight if they weren't going to let me on, though I've never seen that happen. They did say I couldn't travel without them all the while saying that I may not get on this flight. The gentleman did call my name; I thanked him as I grabbed my boarding pass. I kissed my mom and hugged Mike and boarded the plane.

My seat is in the emergency row. The flight attendant stops and asks If I'm comfortable sitting in the exit row. I tell her, "I can't wait." She starts laughing. The next thing you know I see her coming back down the aisle with the African American gentleman from the Frontier counter behind her. I hear her asking people in the seats around me if they wouldn't mind switching seats with me. I was extremely confused. I'd just told her I was happy to be in the emergency row. The gentleman directly in front of me said he'd switch. So I got up to switch with him. I joked to the man next to me that, "They don't trust me." The flight attendant smiled and laughed and told me, "That's not it." The African American man then loudly announced, "YOU'VE HAD A BIT TO DRINK."

I have never in my life been so stunned, humiliated and enraged all at the same time. I sat down and bowed my head because I knew everyone on this full plane was staring at me. Still, as I type this, I really cannot believe that it actually happened. I had now been completely publicly humiliated by a representative of the company to which I had paid over $600.00 for horrible services.

The flight attendant came back and offered to buy my Direct TV for me. I pursed my lips with my head still down and shook my head no. She came back again during beverage service and knelt down and said how sorry she was that that had happened. That the African American man thought he smelled alcohol on me. Given that this was Las Vegas I'd bet that the majority of the people on the plane smelled like alcohol. I'd been out until 4:00am and I knew my mouth tasted stale, I knew I maybe smelled, but I also new that I was not drunk. The flight attendant actually argued with the gentleman and said that when she'd talked to me, in no way did she think I was the least bit drunk. I explained that regardless of the night before I was most certainly not drunk now. She told me that she, "…didn't know what went on out there with him but thought it was weird."

I didn't think it was weird. I thought that it was perfectly consistent with how I'd been treated up to this point. I was confused because several times I have flown with people who were actually drunk and the flight crew handled them with complete discretion, never even uttering the word "drunk".

I have traveled with Frontier for several years. I love the fares, the flight crew has always been friendly and I'm a sucker for the animals on the tail. I prefer to spend my money at smaller airlines as opposed to the monster conglomerates. However, this experience has saddened me to the fullest extent. No other passenger should ever experience the rudeness, the unreasonable policies, lack of compassion, defamation of character in a public forum, false accusations and slander. I hope that you take proper action against these employees. I trust that your human resources department can identify the people that I have written about based on the details I have provided. If you have further questions I implore you to contact me via phone or email.

My first instinct was to sue for slander for accusing me of drinking in front of a plan full of people, though it would be near impossible to show damages. What I would like out of this ordeal first and foremost is an apology. Second, I would like to have the money refunded from the ticket that I purchased to guarantee me a seat from Denver to Chicago. I have enclosed a copy of my receipt. Considering I had already purchased a roundtrip ticket, I would think that they could have used the money from the portion of the flight that I had already purchased and put it toward the change. They did not do that and it cost me over $600.00 to fly roundtrip from Chicago to Vegas. Third, I would like you to seriously consider that every single McCarran Frontier ground employee that I mentioned be severely reprimanded and/or terminated. Their actions were inexcusable and I highly doubt that I have been, or will be the only customer treated in the manner in which they treated me. Kristen, the manager, had her mind made up from the get go that she was in no way going to help me. I should have taken a clue from the unpleasant way in which she dealt with the woman and her two children in front of me and the woman behind me.

If I were you I would be ashamed, embarrassed and totally intolerant of the manner in which your staff has treated their paying customers. I have noticed a steady decline in service from airlines across the board. Please tell me that you will not allow people like this to drag down the Frontier name and further tarnish the industry as a whole. It would be refreshing to see an airline take responsibility for the actions of their employees and to ensure that their passengers are treated with the respect and helpfulness that they not only deserve, but that they have paid for.

Thank you for reading.

Kerri
Chicago, IL

Company details:
Frontier Airlines Flight 772 from Las Vegas, NV to Denver, CO.

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deborah macedonia
Boynton Beach, US
Mar 04, 2024 12:51 am EST
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occured 2/25/24 sunday at 815am, counter could not find the flight after 30min they found it took his luggage , sent him to the wrong gate, missed the flight had to go with another airline, they would not give him a later flight, yet you took 397 out of my account yes i expect a refund this was your companies error

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Pazion8
, US
Dec 16, 2023 3:58 pm EST
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3 employees at check in with attitude! Yelled at me for putting my bag inside after weighing. I will never fly them again. Employees with attitudes. 12/6/23 at 3am

Yelled at by employee who refused to give name and/or name of manager.

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Rachel Ann Naisbett
, US
Sep 10, 2023 4:20 am EDT
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I tried to check in 3hrs before my flight. Website was giving me issues. Kept asking for more things or kicking me back to my email. Was never able to check in time. Lost my flight.

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Marceline Lavelle
Goodyear, US
Jul 01, 2023 5:52 pm EDT

My trusted traveler number is and has been on file with Frontier; yet, multiple times the boarding pass does not reflect the pre-check. I have a boarding pass for TI4Z3H, flight tomorrow, 6/24/23, and it does not reflect pre-check.

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Agrevated traveler
, US
Jun 25, 2023 6:12 am EDT

I purchased a $900 PASS December 2023 IT was going to start working on May 2023 and don't see credits on website Last time I paid full price .

Please refund my money! No phone number, no customer service chat is BS asks the same thing and now is even trying to sell me the GOWILD pass

Very Frustrating

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Gedim
Chicago, US
Mar 18, 2023 5:48 pm EDT

DEN - MDW 3/7 I refused to buy carry on because I was told to with no reason. My personal backpack was fit just fine. I know that cause I used the same bag not the first time. Had to buy ticket with other airlines to get back home

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Sonya nissan
El cajon, US
Feb 18, 2023 8:17 am EST
Verified customer This comment was posted by a verified customer. Learn more

I'm complaining about the staff when we walked in she told us you were late and you have to pay $99 each but my husband told her I want to speak to your manager she went and spoke to her manager and when she came back she told us we have to pay $25 each and also took his little bag that I had with me $79

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Bobberann
Oberlin, US
Jan 21, 2023 12:52 pm EST
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Unwarranted fee of 99.00 for bag on January 10, 2023, return flight F9 2432, E74, from Tampa, FL, to Cleveland, Ohio.

I had to pay the fee before being permitted to boarding Frontier

THIS fee was NOT demanded of me from the Frontier Airlines staff at the Cleveland loading Gate, on January 7, 2023, 11:27am flight.

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Paul C. Martin
Rochester, US
Nov 08, 2022 4:22 am EST
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On October 12th, had flight from Phenix AZ to Rochester NY for $132.08 reference: 2471705MDGYS9QSZJ.

October 14th, an additional charge for $138.00 was charged to my wife's VISA.

Ref: 247105MGGYV5RSN8.

The second charge is what I am disputing.

I can be reached at [protected]

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nicole volk
La Romana, DO
Oct 30, 2022 2:48 pm EDT

I was supposed to fly today SDQ TO MIA but they closed the date in front of my nose. So they changed me to the next flight friday 28.oct . SDQ TO MIAMI AND RETURN MONDAY 31. OCT.

BUT I have not received any flight information jet.

my reservation code. PJ6L6B

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.

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