Frontier Airlines was founded in 1994 by executives of Continental Airlines when it went out of business in 1993. Frontier began flying out of Denver and is considered to be one of the ultra-low-cost airlines in America today.
The company also allows customers to plan and book flights, book car rentals, and make hotel reservations online, as well to manage travel plans via their online service. Frontier Airlines provides its services to various destinations in the United States and internationally.
In early 2015, the company announced that it would be servicing several destinations out of Atlanta, including a major route expansion out of Atlanta including Chicago, Philadelphia, Cleveland, and Orlando.
In August 2022, the company announced that it was adding 10 new nonstop flights out of Phoenix, Arizona.
In July 2022, Frontier attempted to acquire Spirit airlines but the deal fell apart. JetBlue made an offer that Frontier wasn’t willing to match. This allowed JetBlue to acquire Spirit for $3.8 billion.
Frontier Airlines maintains a corporate office in Denver, Colorado.
Frontier Airlines was founded in 1994 by executives of Continental Airlines when it went out of business in 1993. Frontier began flying out of Denver and is considered to be one of the ultra-low-cost airlines in America today.
History
The company also allows customers to plan and book flights, book car rentals, and make hotel reservations online, as well to manage travel plans via their online service. Frontier Airlines provides its services to various destinations in the United States and internationally.
In early 2015, the company announced that it would be servicing several destinations out of Atlanta, including a major route expansion out of Atlanta including Chicago, Philadelphia, Cleveland, and Orlando.
In August 2022, the company announced that it was adding 10 new nonstop flights out of Phoenix, Arizona.
In July 2022, Frontier attempted to acquire Spirit airlines but the deal fell apart. JetBlue made an offer that Frontier wasn’t willing to match. This allowed JetBlue to acquire Spirit for $3.8 billion.
Frontier Airlines maintains a corporate office in Denver, Colorado.
All these bad reviews are correct!! Tonight in Pittsburgh I was denied ability to board. Although my carryon fit into the personal item slot they said it did not fit “Comfortably”. No where was comfortably posted.
Both gate agents refused to give me their names. There was no supervisory staff at their desk in main terminal. And there was no manager on duty at the airport. So I called 911 to report the harassment.
I did not get on the plane. AND WILL NEVER EVEN CONSIDER THIS AIRLINE AGAIN.
They were not fair, not reasonable and seemed to relish their Andy Warhol 15 minutes of fame or control in this case. Tomorrow is Monday and I will begin my dispute process reversing charges at my bank and following with formal complaints to FAA, Governor of Pennsylvania, and the Airport Management.
Really disgusting display of arrogance.
Boycott this airline.
All I see are negative reviews and I completely understand why! This is the absolute worst airline ever! You all need to be shut down. I think someone should start a petition to do just that- shut Frontier down! You all lost my luggage, went all through it and stole out of it, ruined clothes and prescription medication, and actually think it’s okay! To call your so called corporate office – what a f-ing joke! You all can just send your legal department info…let’s get this class action suit going.
I have been trying for days to get in touch with someone but it feels impossible. my daughters CARSET AND STROLLER were simply left in cincinnati. just left. HOW DOES THAT HAPPEN. i was then left stranded at the airport since I had no car seat for my daughter to ride in. I was offered no compensation or help in my next steps. this was friday night. it is now tuesday and i have heard NOTHING regarding my missing stuff. not an email. not a phone call nothing. and this is after filing a missing items complaint. I have also sent emails. waited on hold for hours. and i am still left with nothing. NEVER FLYING WITN FRONTIER AGAIN. HORRIBLE CUSTOMER SERVICE.
Frontier Airlines, can it be possible to be worse than worst?
Well, having flown in 86 countries on 40+ airlines, I thought I had seen it all.
Then I flew Frontier Airlines and they were worse than anything I could have imagined.
They “lowered” the bar from my previous experience with horrible airlines.
There is absolutely NOTHING redeeming about Frontier Airlines.
Some say Frontier Airlines is cheap, but their tickets are not cheap unless you’re a flying hobo.
Also, Frontier Airlines is not cheap when they don’t refund you tickets even thought THEY canceled the flight on you.
This includes coronavirus cancelations, despite the fact that Frontier Airlines took government bailout money.
Frontier Airlines has no customer service on the phone, at the airport, or on the plane.
In many cases, quite literally, there is no customer service, where NO ONE will help you.
Had trouble reaching them on the phone, calling for days and couldn’t get through to anyone.
Waited 15 minutes at the check-in counter when there was only one customer ahead of me.
And no flight attendant came when I pressed the assistance button on a flight.
Frontier Airlines has shady business practices where they force auto-renewal on customers and then makes it hard to actually cancel.
Frontier Airlines has a horrible website that is not user friendly, hides a bunch of fine print, and even blocks access from random locations around the world.
Frontier Airlines also doesn’t have a customer services email address listed, so you have no way of contacting Frontier Airlines if they have denied your access to their website.
Frontier Airlines is a joke.
Take a look at their online feedback form which reads, “To file a compliment, or provide feedback, please complete the form below. ”
So there’s no place for you to file a complaint. No no, only compliments accepted.
I also was forced to cancel a reservation for April, once New York State issued the quarantine order in March due to COVID-19. I also had travel insurance with AIG (TravelGuard). Neither Frontier nor AIG would issue a refund due to the fact that Frontier had offered a 90-day credit. This credit was useless due to the fact that this was a time-sensitive trip that I could only take at that time. This was clearly communicated when I had to cancel the reservation. In addition, NYS still has travel advisories in place.
AIG Insurance would not honor their policy as well. Both Frontier Airlines and AIG basically stole $780 from me. I will be following up with the NYS Dept. of Insurance, NYS Dept. of Commerce and NYS Governors office. I would never book with Frontier Airlines again and will make sure this is communicated to anyone looking to book a flight.
Do you see a pattern this airline is a joke!! The president of the United States is helping airlines out in the middle of this pandemic but the airlines are not passing that down the line to their customers.
My family lives in NY I had booked a flight in March before all the craziness started, once I realized the serious of the situation in NY and that I might not be able to return I cancelled my reservation. I thought I would have to eat the money but I received an email from Frontier stating that they were allowing reservations to be cancelled and refunded. I thought wow way to go they are great airline and ahead of the curve. Again see my first sentence. I just received my credit card statement in the mail today can you guess what was on it. No refund that’s for sure. I called customer service no help there I was told only refunds are if flight is cancelled within 24 hours. I explained that I received an email stating because of virus they were allowing customers to cancel with funds refunded. I asked to speak to Customer Service Supervisor Ashley M. she was no help and when I asked for the name and address of the company CEO she gave me the name of the prior CEO and could not provide me with the full address of the Corporate office she could only tell me Denver, CO. Oh that makes me feel warm and fuzzy about a company whose employees don’t know who the boss is.
I will never fly Frontier nor will I ever ever recommend this company to anyone.
one BIG question ?? DOES ANYBODY WORK IN THE FRONT OFFICE OFFRONTIER AIRLINES ???? You all have no phone numbers !!! What is the PROBLEM ????
I traveled from Phl to Tampa on Dec 28th on that flight I left my IPAD and Bose headphones on the seat.
We filled out a claim (1240091) on the lost and found section of your website and received 2 replies saying they did not find anything.
On our return trip we went to a very helpful employee named Yanibel that made some phone calls for us and found that they did find my items but needed to ship them to Denver company standards.
From the day we got home we have called frontier everyday and nobody is willing to help us or how to get in touch with the lost and found dept. Your customer service has giving us the run around like no other. We have made 20 phones calls and spoke to 30 different people to no avail. This should not be this hard.
As a former Frontier employee, they have become one of the worse airlines around. Truly despicable in the way they treat people. When Frontier was last bought out by Indigo, they laid off all of their employees except for Corporate positions, Pilots and Flight attendants. Unfortunately, all of the reservations agents, ticketing agents, baggage personnel, etc are all subcontracted out. THEY ARE NOT EVEN FRONTIER EMPLOYEES. Sad!!
A lot of former employees have gone to work for Southwest Airlines where they are treated fairly and have a philosophy of treating their customers with respect and fairly, not screwing over their customers.
Sorry to hear this willing to bet one of the managers on their maintenance side is getting kick back.Time for this one manager to be replaced and moved back to a mechanic position
We just had the worst experience we have had with any airline, flight, customer service (or lack there of) etc… with Frontier. My son and his girlfriend were to fly out today and checked the website before leaving for airport (times had changed three times so wanted to make sure all was good before heading out for our two hour drive to airport) website said time was now only delayed by 10 minutes. Dropped them off at the airport and headed home… ten minutes later we receive a call from our son that their flight was cancelled and they could only offer refund, 450.00 towards another airlines flight, or fly out with Frontier 3 days later and receive 50.00! This was their first time flying and they were offered no help whatsoever! This was to be a non-stop flight, to make their first travel experience a little easier. Only after we went back to the airport, we asked what else they could do… WE had to ask all of the questions and were told that they knew ALL day that that plane had mechanical issues and they thought they had it substituted but they were wrong, and they could fly out of a different airport (another 2 hours away (approx.) the next day and would have to stop in another location and board a different plane 2 hours later before heading to final destination. No room and board – not food or drinks offered – nothing but 50.00 in a voucher for a future flight for the same airline!!! Will never fly with them again. One man was in tears because he was due to be married and had family and friends arriving for the wedding that he said he would not make in time! Felt so bad for him 🙁 They offered him no help! I understand flight delays etc but if they knew all day then we should have been given the information at a much earlier time (when they new that plane had mechanical issues) and maybe the 231 customers that were to board that plane could have had a fighting chance to get a different flight!
The worst Air line , do not ever fly with Frontier , we had confirmed tickets in Albany and a manager told me we are over sold and you are stand by
i think she did try to keep our tickets for her friends.
i want some one from fronteir call me or email me
To the attention of:
Bill Franke Chairman CEO
Barry L Biffle President
I am writing to document the horrific discriminatory customer service experience my husband and I experienced along with approximately 150+ individuals experienced in dealing with your agents at MCO airport on Friday July 26, 2019. When my husband and I arrived at the airport at 3:00 pm for our 6:09 pm flight #1166 to Philadelphia, we presented our boarding passes from our phone to the agent who stated “oh you missed your flight.” I then stated that our flight was not until 6:09pm. She then stated our flight had been cancelled and instructed us to go to customer service at the end of the counter. The agent at customer service stated that the next flight she book us on would not be until Sunday and then proceeded to rebook us for a Sunday flight(2 days after our original flight). I then asked her if there would be any compensation for hotels stays or food vouchers and was handed a letter regarding a future voucher for Frontier travel in the amount of $50. and various other options if we rebooked with another airline or chose to rent a car to drive from Orlando to Philadelphia(very confusing). I again asked her about hotel and food compensation since she already rebooked us for a Sunday flight and she said she would have to contact a manager. A cancelled flight with the customer service line building with all passengers in the same predicament and no manager on the floor? After about a half hour wait a manager finally came to address our request. She gave us a voucher for 1 night hotel accommodation and 2 $15 food vouchers. When I asked her about what we were to do for the 2nd night we would be required to stay until our Sunday flight she curtly stated “YOU ARE ON YOUR OWN”. I asked her if she could explain the options we were given in the letter handed to us by the agent she again curtly stated “READ IT”. At that point I heard other individuals on the same cancelled flight being offered flights to Trenton the next day. I went back to customer service and exchanged my tickets for the Saturday flight to Trenton. Why was that option not offered to us when we were first rebooked puzzles me. It should be part of a cancelled flight protocol to offer alternative destinations to get people back to their destination area as soon as possible, along with automatically offering hotel and food vouchers for all who are detained overnight or several days due to the cancellation. Agents and a full staff of managers should have been on hand to address the cancellation options proactively instead of reactively. Another couple who we had met on a cruise we had just come off of were only given meal vouchers and no offer of a hotel voucher and rebooked for the Sunday flight. Clearly there was discrimination going on with this couple. We assisted them with making sure they were taken care of with obtaining a hotel voucher and notifying them of their options to travel to an alternative airport the next day. Frontier was obviously aware of the flight cancellation we’ll in advance of the influx of passengers arriving for check in. Frontier agents were ill prepared to handle this situation, not knowledgeable or unwilling to offer alternative options. There is a definite need to examine customer service protocol in the event of flight cancellations. Customer service training and diversity training should be a company priority.
Our flight was cancelled Non Stop from Boston to Orlando on July 7, 2019 The staff left approximately 180 passengers hanging without any information or help whatsoever. We were deplaned twice, shuttle by bus to another terminal, no one knew what was going on. All of a sudden passenger phones starting going off that flight was cancelled, after we were in line, again for security check Terminal C, we were instructed by TSA to get out of line. Your staff had no clue what was going on, no help with instructions on any future passenger flights and/or hotels due to this disaster. My husband and I personally just came from a weekend family funeral which was already upsetting and emotional for us, then to experience this kind of situation did not add to our mental state. Your staff in Boston was so unprofessional, unorganized, and had no clue what they were doing. I personally suggest you look into this situation and re-evaluate your training protocol with the staff in Boston. Every passenger was left on their own so this being said expect a full refund of all expenses incurred, if not I will be seeking an attorney and also will speak with Jet Blue in billing them for airfare if not paid. If these kinds of situations keeping happening this airline will go out of business. This is pathetic and sad!!!
I have been trying for three days to receive my wallet back that I left on the plane . I have all of my personal belongings inside my wallet several debit card, driver license, social security cards better much my whole lifeline and I have filled out several lost and found claims and I have not been contacted back yet. What is really driving me crazy is that I know my wallet was located on the plane because when speaking with baggage claim lady on phone in Philadelphia she was able to retrieve my wallet but since I didn’t have anybody to get to the wallet in time she said it would be shipped to the corporate office in Denver after 10:00p.m. However, I called back the next day and another lady told me that all lost and found items was shipped back on 4/30./19 at 8:00 a.m. I do understand that there are several or should I say thousand of inventory for lost and found is being processed and received everyday but I have not been able to reach anybody about this matter just to check and see if they have received my claim. I know it is a process for everything but it would be nice to actually talk with somebody in that department. I will complete a form everyday until my wallet and belongings is return to me.
As a past Frontier customer I booked a round trip flight to Tampa, FL Mar 14 2019. The week we were too fly I had heart issues and required two heart stents. Your web site said I needed a doctors note to refund my ticket cost. I did get a doctors note stating I could not fly in the future because of my heart procedure. Sent the doctors note to your customer service and they replied no refund will be given because the note did not include a statement saying I could not fly for 90 days!(My doc will add 90 days if needed?) Now I am out my airfare (Almost $500) and strongly feel Frontier is just screwing its customers. You have lost me as a future customer and all my friends and family. I will post on social media how awful Frontier Airlines is with customer service and not to fly Frontier.
I, have been trying to book a flight on your website for weeks..As well have had others try on my behalf..the website only allows where your leaving from and where your going after you enter that it just spins in a circle..Ive called customer service, which is connected to overseas who gives you instructions on what to do to no avail. They are rude..Ive asked is the website being worked on, they want to continually tell me its my computer,,not when ive had 7 other people try and book on the site…I’m hoping you will be addressing the website issue,,I frequently use your airline.
I have never been treated so disrespectful in my life. I received a voucher from Frontier Airlines. I called a day before my expiration date to request an extension as my husband was sick, and I was unable to schedule a flight.
The person on the line (1801-401-9000) agreed tot he extension. I asked him repeatedly to clarify for me, as I was not able to understand him clearly. i asked his name, he refused. I asked if he could mail me the information, he refused.
As i was not very comfortable with this info, I called today…same #. The agent on the phone stated that my voucher had expired. I asked him to please read any notes from previous agent. He again stated that my voucher had expired.
I asked to speak to his supervisor. The supervisor came to the phone after 20 minutes, and repeated the same info. When I tried to explain to her my info, she very rudely refused to listen. She then proceeded to ask me my phone #. At that time, I was not comfortable giving
my phone #, she threatened me!!! As i felt so disrespected, I asked to speak to her supervisor, she refused. She then put me on hold…for her supervisor for 50 minutes.
I was so hurt and humiliated. I understand accents and people who speak other languages / cultures. I actually have grandchildren whose mother if from the Philippines and I myself speak another language. But, the lack of respect for your customers and the abusive language was not necessary. I hope Frontier Airlines do something with this representative / supervisor “Cathy” in the Philippines. If not, you will be losing customers!!!
Hello my name is Oghohgo Ekenezar and my experience was so terrible with Frontier. It all started when I was scheduled to fly from philadelphia to new orleans on September 8 and after driving two hours to the airport me and my husband Stephen Smith learned that the flight was cancelled. We were trying to get to a funeral but it did not happen so we rebooked for the following weekend. The following weekend 9/15/18 we were able to fly to New Orleans but then when were returning back on 9/17/18 we learned that our return flight was cancelled. I expressed to the representative that it was pertinent that I return home because my premature son was scheduled to be release from the hospital but they said they were unable to accomodate me. I was very distraught because we did not have much money and we had to scramble to look for money to purchase another ticket home on a more expensive flight. The cheapest flight we found was flying to New York and then we had to rent a car to make it back to Philadelphia. It was very chaotic. Please I am just seeking reimbursement for these flights that I booked home on another airline. It was me and my husband. Please I really need help in this matter. Thank you.
I HAVE BEEN CALLING FOR DAYS TO CANCEL MY DISCOUNT DEN, I WANT A FULL REFUND AND GUESS WHAT, NO ONE ANSWERS THE PHONE. I ALSO CALLED THE CORPORATE NUMBER AND THAT JUST TRANSFERS YOU TO THE 1-800 NUMBER. WTF…….. THIS COMPANY IS A BIG JOKE !!!!!!!
My son is currently stranded in Denver. He was booked on a flight today from Fort Myers to Missoula Montana. There was a stop in Cleveland and a layover in Denver. It was announced via email AND text messages that there as a delay for the flight from Denver to Montana after he had arrived there. My son sat at the assigned gate until it was about time for the delayed flight to leave. He realized there was no boarding activity so went to the screen and it showed a gate change that was never announced especially in the same way that the delay was announced.
He ran to the new gate and arrived as the plane was pulling away and it was still 12 minutes before the delayed departure time. He told them at the desk and all they could say was “the next flight is Monday”. He goes to customer service and they say the same so he walks away and calls me. I instruct him to go back to customer service so I could speak with them because he said the plane was still there. After him waiting at the desk for 15 minutes with no employees in sight while at the same time I was on hold with the 801 area code Frontier number I hear him finally talking to someone. He explains to her what happened and I asked to speak with her.
She takes the phone and with a rude tone says “what can I help you with?” My replay was “I’m sure you have an idea because my son just explained it to you”. She beyond rudely said “you won’t speak to me like that”. I said “I wasn’t rude, but can you understand that I must be panicked because my minor son is stranded in the Denver Airport”. The next thing I know my son is back on the phone and he said mom she just walked away. She refused to speak with me. He went back to ask her name at my request and initially she told him to wait a few minutes and then said her name was Vickie. She would not give any other info or an ID number. She claimed to be the supervisor on duty and would no longer interact with my son.
He was on his way to visit his brother in the Air Force who is stationed in Montana. My Air Force son who is just 18 is now driving 13 hours from Missoula Montana to Denver Colorado with no notice or rest and having never had made a drive that long in the middle of the night. Every other flight from Denver to any Montana Airport for the tomorrow was in excess of $500 so there was no choice but for him to drive. I want contact back please about filing a complaint against “Vickie” and also about a refund for the flight from Denver to Missoula as we still have to figure out how to cover cost of gas from Montana to Colorado and back while praying they stay safe.
Stating that “Vickie” had a lack of concern and professionalism is an understatement. She and Frontier Airlines should be ashamed of her “performance” and others will know about this situation. My son was not traveling as an unaccompanied minor which wasn’t required by Frontier Airlines but he is still a minor in a strange city over 2000 miles from his flight of origin and to only be told the next flight is more than 2 days away is just mind blowing.
I would like to think that because it was obvious he was on the flight from Fort Myers to Cleveland and then Cleveland to Denver and because he was checked in and had checked baggage, as well as there being a delay and a gate change that Frontier would have done everything in their power to have all passengers accounted for.
Horrendous Experience [Incident: 180622-000473]
We arrived at CLT 1 hour before the flight on 6/17 and went up to the Check In Desk. They were pleasant, checked us in right away, went through security and were boarded on time.
We arrived at Trenton/Mercer Airport 1 hour before check in. Waited on line for 15+ min. There were 3 people behind the counter arguing with every customer ahead of us and the line didn’t move. All 3 were trying to help the same person that is why the line didn’t move. Finally when I went to the counter they yelled at us and told us we should have checked in 2 hours prior to the flight and its all our fault to go see TSA. We also tried the Kiosk, but it had been closed at 3:15pm unbeknownst to us. We requested a Supervisor and were told they were at the Gate & there wasn’t anyone there who could help us. Incidentally, I believe one of the three said she was the Supervisor to someone ahead of us. The Supervisor would be back after the flight took off. We were told the Counter was closed and wouldn’t open until it was time to assist the passengers on the next flight – 2 hours later. While my Husband was on the telephone with customer service, my Son and I were at the Sky Lounge Cafe and watched our plane sit on the tarmac until 4:45PM.
At first I was mad at the 3 people at the Counter, but now that I have had time to process things, why on earth has Frontier Airlines left their employees so ill prepared to handle customer service? How can an Airline have a Check in desk that cannot assist customers book another flight? They are totally incompetent. What I do hold the 3+ employees accountable for are their actions. I witnessed them screaming at people ahead of us in line and then at us. There was a gentleman employee there that looked like he was dressed in street clothes – The TSA with badges were totally unhelpful. My 13 year old Son later told me that after my Husband mentioned that we were in Town for my Sister’s funeral, I started to cry and he saw the girls behind the counter laughing at me. I want these employees reprimanded. There was a local police at the front desk and he was helping people look for the next available flight out of Philadelphia Airport on his cell phone. Yes, the local Police officer was more helpful than your employees!
My Husband was on the phone with Customer Service for over an hour, of course after being transferred into voicemails several times. Their solution was that we could go to the Philadelphia Airport on 6/22 to get on standby or they could book us on another flight into Raleigh on 6/26, Excuse me? That is Frontier’s solution?
We arrived by car rental at CLT at 4:45PM – 24 hour’s after our plane took off from the tarmac in NJ. We decided to book a car rental, because we had zero confidence that Frontier was going to assist us in getting home. We booked a flight to avoid a 10.5+ hour drive.
I witnessed them scream at a women with a cane, who was waiting for a wheelchair. There must have been 15 wheelchairs at the counter, but someone needed to wheel her down. Her flight was to Florida and it had been delayed since 11:00AM. They berated her and told her she couldn’t check in her large suitcase, because it was too late. Another couple checked in by phone, but were told they could get on the plane, but not their suitcase. I could go on and on.
This situation is totally unacceptable. The lack of customer service training by phone and in person was horrendous. To make matters worse, we were in Town for my Sister’s Funeral. She lives in Yardley, PA, so we attended the Wake/Funeral Mass and then had to drive to Long Island NY for the funeral and then back to NJ to catch our flight hooperfuneralchapel.com
When people travel to such a small airport they expect the staff to be helpful, pleasant and to be given personalized service. Most airlines jump through hoops to try and do everything possible to assist passengers. We have never experienced anything like this before for business or personal travel.
We want a full refund for the above expenses, as soon as possible, in the amount of $1,462.01. We will not accept points or free flights. You have lost our trust, confidence and future business.
$807.10 Frontier AI Z829VP 720-3744390 CO
$49.99 Discount Den # 900903397428 (signed up on 6/15/18
$21.00 3 Seats paid in advance for 3 seats
$105.00 Carry on paid in advance for 3 seats
$95.63. Taxes and fees ($191.25 for both flights)
$178.00 Airfare on 6/21
Total: $449.62 for 6/21
$135.00. Airfare on 6/17
$21.00 3 Seats paid in advance for 3 seats
$105.00 Carry on paid in advance for 3 seats
$95.63. Taxes and fees
$. 32.75 Sky Lounge at Ewing Trenton Mercer Airport for dinner 6/21
$. 275.97 Car Rental 6/21 & 6/22 – 24 hours to drive home
$. 18.00 Tolls
$. 60 Gas
$. 7.00 Extra day parking at CLT airport
$116.74 Sleep Inn Hotel 6/21 (free breakfast)
$ 11.71 McDonald’s lunch 6/22
$10.00 Snacks/drinks from Vending Machine
$122.74 Lost wages 6/22 pro-rated with taxes (Temp employee & I don’t get paid if I don’t work)
Cathy, Eric & John S.
I am trying to reach an agent that can assist me with an issue that was created by the airline assistant who inadvertently booked my flight destination backward. When I called them they gave me the run around playing the blame game with the booking agent and airline. The airline agent asked me to pay extra money to change the flight that they screwed up. Additionally they had the gall to say that I can cancel my flight and that I would receive a credit. I am flying out to my son’s college graduation. I wonder if he will give his mother a credit for missing the most important day of his life. I have gone from this nightmare to a 15 minutes hold for corporate office who will probably answer right after my phone dies.
I have flown with Frontier Airlines several times and until now I was a satisfied customer. As of now, I have no intention of flying with them again after the flights that I already have booked and purchased. My entire family was traveling home for Christmas for the first time in over 30 years. To us this was supposed to be a monumental and momentous occasion. So much so that we spent $1,856.35, which I’ll gladly provide the confirmations for upon request. My complaint is that I called on four occasions and his mother called a fifth time. Each time we spoke with a Frontier Representative at great lengths inquiring as to what doXXXXentation was necessary to travel with my 7 year old grandson. Every time we called, we were given different information, everything from a birth certificate, an ID card and social security card, a letter from his mother authorizing him to travel with me and another representative told us that since he was a minor traveling with an adult he didn’t need any doXXXXentation. Well quite naturally all of these contradictions caused us to pause on purchasing his ticket because we were afraid to get to the airport and run into an issue with him and the airport not allow my 7 year old grandson to board the plane due to insufficient doXXXXentation. Which brings me to today. I called to speak with a manager, who informed me that no doXXXXentation was needed since he was traveling with an adult. However, since this fiasco has occurred, the flight has increased to $346, from the previous times I called Frontier when the prices were much lower. When I asked if I could get a voucher or some type of discount for my grandson’s ticket I was told that the only thing that could be done is give him a $25 discount and a free seat valued at $13, which still leaves me with a bill of $307, which I would NOT have had if I had been given the correct information. Being that I did my due diligence and contacted who I deemed the professionals and apparently not all employees are on the same page as to that particular standard. I don’t feel like I, the customer, who did nothing wrong, should have be bear the brunt of this mistake. Had I been given the correct information, I would have purchased his ticket along with the other 11 tickets and would have saved some money. I feel that Frontier should rightfully assume some form of responsibility for this. I’m not asking for anything free or that I don’t feel I deserve, I’m just asking for a fair and equitable compensation. Thank you for taking the time to read this and I look forward to your prompt response.
On 10/8/17, flight 1276, reference number W8QJTZ, from Chicago Ohare to Trenton, NJ was cancelled due to mechanical issues. Originally, it was explained to us that frontier could book us another flight through another airline and simply pay the difference. After some time, the manager at the check in desk instructed us to take the cancelation letter to any airline I found, to book a new flight, as Frontier did not have anything available at the time (earliest flight available was 2 days away). The manager stated that a refund would be issued to me by frontier for the difference in the amount I had to pay to purchase a new ticket, up to $400. When I called customer service to work on my refund, I was told that I would only be reimbursed for my Frontier flight (which was $163.20). I am requesting a refund for the difference of approximately $230, that I paid to book a flight with American Airlines, as Frontier was not helpful at all, and instructed that I figure out my flight issue on my own. I also expect to be greatly compensated for the amount of heartache this caused me. I had to find money that I did not have to purchase another flight. The staff was not knowledgeable on the proper protocol, and had no idea how to help us. The manager was also quite rude. I asked her what can be done for someone like myself, who didn’t have the money in the bank to purchase a new ticket (to wait for reimbursement), she stated “I’m sorry but we can’t help you. You have to figure something out. All I can do is give you this letter, which I have already done.” I was made to wait for a letter to purchase a new ticket. However, it wasn’t necessary to wait for this letter, as it was not useful, and it was emailed to me. As a result of being given the wrong information, I missed cheaper flights that I could have booked. This entire situation was not handled professionally and was beyond an inconvenience. Please take a look into this matter.
This airline has a sham frequent flyer program. Do not sign up. Do not pay @BarclayCredit a $69 annual fee. We signed up for the program ten months ago, followed the rules, paid the fees, and have yet to find a way to get from Madison WI to any of the destination cities in under twenty-three hours if they offer a flight at all. I was told by many levels of customer service that they were sorry to hear I found their current available routes “inconvenient.” This airline is scamming the public. And @barrybiffle should be held accountable for his business practices.
Dear Mr Biffle et al,
My name is Dan Rezek, a resident of Katy Texas. My wife and two children are currently moving to Denver for health reasons, and I will continue my job here until I am sure Denver suites their health needs better than does Houston. I had a reservation tonight, August 12, on the 7:35 PM flight from Houston to Denver; I was to continue on to Phoenix, to tend to a family funeral, which I will now not be able to attend.
I believe a ticket number 170812-000342 has been assigned to this matter, called “transfer from PNR MBTQA,” which is an amusing euphemism meaning I was asked to debord the flight.
Let me state that I am 49, and I suffer from progressive hearing loss. I regularly see doctors for this. Tonight, when I went to get my boarding pass, Mrs Holmes, the CSR (Customer Service Representative) said something that I didn’t hear; I needed to ask her to repeat, and I leaned my head closely to her so as to understand. On the third repetition I understood she was asking me if I would agree to aid in case of an emergency on the plane. I said yes. Off I went to the boarding gate, and I boarded the plane, and sat in seat 27B, which is in the emergency aisle. A flight attendant approached me and started speaking, but again I couldn’t hear her; I assumed, however, that she was asking if I would help in an emergency, so I said “I am willing to do whatever you need to help out.” She then said something I again didn’t hear, so I said, “What?” She then said that I am not to talk while she I stalking, that she is asking the questions. I replied, “Are you being rude?” She repeated her stance, and I repeated mine. I was shocked that I was being spoken to this way, although now that I think of it, if I had explained that I am hard of hearing she may have understood. She then went to get another flight attendant, who sat down next to me and asked, “sir, what’s your problem?”
I was again shocked at this phraseology, and I explained that I am willing to help in any way, but that I didn’t appreciate her colleague’s tone. She said (I paraphrase here) that I am not permitted to speak with disrespect, that my behavior is unacceptable. I then asked if she intended to throw me off the plane, a comment made facetiously. I shouldn’t have said that, because, she, amazingly, did just that. She walked away, and then Mrs Holmes, the CSR, came and told me I had to get off. I asked why, and she said the flight attendants could tell me, that she didn’t know. I walked to the front and asked the second flight attendant why I was being removed, and she said that Mrs Holmes, the CSR, was handling this. Mrs Holmes seemed to grow impatient, and told me to get off the plane, which I did.
According to my follow up on the phone this evening with the feedback department, the doXXXXentation in Frontier’s system with regard to this matter states, “the passenger was removed from the flight due to his behavior on board…” Surprisingly, it goes on to record my use of profanity, which is a falsity. I am at a loss still to understand why I was removed, why I was not accorded better understanding when I believe it was clear I could not hear very well, and why a fabrication about my use of language was inserted.
This, however, does not mean that I intend to stop using Frontier. I flew Frontier last weekend, from Phoenix to Denver, Denver to Houston, and the flights were quite good. The first one was delayed, but no matter. My family and I are living in separate cities until we become comfortable that Denver will be better for the family’s allergies (Houston is absolutely bad in this respect), and I plan to actually fly there and back every weekend- I am not saying I would stop using Frontier. However, I don’t feel I was treated fairly, and, quite frankly, I feel humiliated- I have never really known what it’s like to suffer adverse consequences due a physical condition, as I am in good health otherwise, but now I do know how it feels. It is no fun.
Plus, I am missing the funeral tomorrow, and there is nothing that anyone can do about that now. I made that clear on the flight too, and no one was in any state of mind to give that any weight.
The website announcing your term as president and CEO of Frontier says your company “prides (itself) in delivering the company’s signature Rocky Mountain hospitality to customers.” I did not really get that today. It is quite interesting for me to peruse, online, the plethora of bad press Frontier has had regarding its poor customer service; apparently, you were ranked LAST, and by a hefty margin, among 13 airlines, in a 2015 survey by the US Department of Transportation Air Travel Consumer Report. Whoa.
The more I think about it, I really am going to have to reflect more deeply on my earlier comments that OI would use Frontier again. You all have severely screwed up my plans for this weekend, after all. I would get going as far as getting on top of this problem; I am seeing all sorts of bad reviews, complaints, etc about your airlines.
I thank you for reading my concerns.
Dan Rezek
to day i had the worst day of my life dealing with Frontier employee at MSY they are unprofessional, unmoral and hypocrite i never thought for a minute that they can take their job to personal level. it all started by asking for access pass to help my wife and my two kids to the gate since she was carrying to much stuff the lady at the counter was rude since we reach the counter when we ask she simply told us we don’t do that at this airport. my wife told them that she do get access all the time when they refused i asked for the manager to confirm what she was telling us since i felt the attitude is there i found out the manager was the person standing next to that employee since she saw the whole thing from the begging she ask me what happens i told her that she saw the whole thing and you asking me to tell you the story again i ask her if she have upper manger that i can speak with and she told she is the only manger at the time ( LIE #1 ) when i start looking at the badges of both the employee and manger they both turned their badges around and said they will not give me their information at that point we stepped away from the counter me and my wife and i start calling Frontier to make complain about the situation for almost an hour i was on the phone with person explaining the situation and they were looking at me the whole time . at this point my wife told me that they brought our logged back she went asking the lady at the counter why our logged been pulled even though they been checked the first time at this point the same employee with the attitude told my wife you are not travel when my wife asked why she told her that the Manger at the terminal( LIE #2 their is an upper manger than the one we spoke to) made the decision without explanation at this point my wife told her ok, i will go to the terminal counter and talk to the manger at this point the employee told my wife to follow her when got to the TSA officer the employee told the officer that the boarding pass are not valid anymore and not to let my wife go through the checkpoint. at this point i went back to the counter and ask another employee who obviously part took the same side as her previous employee if she can call the manger at the terminal so we can get explanation of why she made that decision for my wife not to travel ( first of all the employee was given me her back the whole time i was talking to her she told me i just sent her a message i told her i see what you guys are trying to do you were trying to make us miss our flight which keep in mind at that point they did not start boarding yet . at that point I admit I was enraged and told them somebody is going to get fire for what they are doing by then i saw my wife walking back toward the counter and a cop showed up i stepped a side and let my wife handle the situation thanks to god my wife talked to one of the cop on her way back and explain to him what the airline were doing and ask his advice on what to do. it came out to be the same cop who reach the counter first they start telling they lie to the cop that is when my wife looked at them and told them his aware of the situation because she spoke to him previously by the way 5 cops shows up and they end up leaving because nothing to report or do . we waited until the fight left and the manger came down when my wife asked her based on what reason you made the decision for her not to fly here (LIE#3 she was NOT aware of what happen and she did not make any decision . after speaking with agent on the phone they end up charging me 99 CANCELLATION fee note that we are not the one who cancelled the flight. Frontier you will lose more customer as long you have such employee behind that court who’s main propose is to take thing in personal level if it requires them lie and make up story to stop somebody from travelling by the way one felt their is discrimination since we had accent and i believed they figured they don’t know nothing and we can treat them anyway we want. by the way their reason for stopping my wife from travelling is that we became hostile when i told them since i’m the one i been load i’m not the one who’s travelling why my wife been punished. and that should tell you something some one need to take look into this case deeply and action should be taken.
please make sure you contact me .
similar incident with me on July 12th!! I was humiliated! What has happened since your post?
I flew with my wife from Tampa to Trenton, NJ on Monday, 5/1/17. After arriving in Trenton, we waited in the baggage claim area. I set my computer, which was in a case, down to pick up my bags and forgot to pick it up. Therefore, I left my computer, eye glasses and sunglasses, all sitting in my bag in the floor of the baggage claim area. I realized this the next morning and immediately called the airport. I spoke to three different people who told me it had not been turned in to Lost & Found. After work, I drove to the airport and spoke to a women who told me she had found the case and gave it to her Manager, Mike. Mike was gone for the next two days but it was assumed that he had locked my computer in his office…no one had a key. After calling and going there again today, I spoke with Mike and he informed me he sent my computer bag to Denver on Monday afternoon. Apparently their policy is to send all found bags to Denver immediately upon them being left behind. I was not even given the courtesy of 24 hrs. To claim my lost bag. Even after calling the airport and driving over twice, I was not told that the policy was to send found bags immediately to Denver. After contacting the Corporate office in Denver, I filed a claim form and “if” my bag is located, I will need to pay to have it shipped to me! Unfortunately, after having a very good experience flying on Frontier, we are now discouraged by the way this issue was handled.
On my return flight from LAS to MCO my bag was severely damaged… The wheels were ripped off And big holes left in the suitcase. I landed early in the morning and had to get to a meeting right away and I was with other coworkers I called the 800-number the next morning I was told since it was past the time limit I had to call the local number in Orlando, called them they referred me back to the 800 number then I had to leave a message for a supervisor. I never got a call back and when I emailed and I was told the same thing and offered a $25 voucher. I truly do understand the time limit however four hours is not much time especially if people have to get to meetings, just life… I did not wait weeks to contact and I have to buy a new bag I would truly like my bag fee of $60 each way refunded. I would like an email address for the corporate office instead of regular customer service and I can send the picture of the suitcase I have never had my bags damage from another airline and this is the first time I ever flew frontier and might just be my last.
OH DEAR FRONTIER,
BREAKS MY HEART TO SEE YOU AT THE BOTTOM OF THE LIST AS BEING
THE WORST AIRLINE ALONG WITH SPIRIT ACCORDING TO THE POINTS GUY
PLEASE LOOK AT YOUR CUSTOMER FRONTLINE-SOME OF THOSE FOLKS
COULD WORK AT GITMO WITH THE NASTY ATTITUDES THEY FOSTER
WITH CUSTOMERS!!
YOU ARE AT THE BOTTOM, WHERE TO NEXT !!!
Very disappointed my flight was cancelled coincidently it was a voucher flight. Now I’m losing my miles and had to pay for another flight with another airline. Customer service was rude and unaccommodating!
I would like a response and some sort of compensation for my inconvenience and stress!!!
My complaint is about rude unacceptable behavior more than it is about getting the refund. I recently took a trip from LAX to MCO. The problem came in on my return flight. I arrived at the MCO ticket counter to check my bag, there were 3 agents standing around flapping their jaws. When they finally decided to help me, they said I was 2 minutes to late to check my bag, I waited at least that long for them to help me! I asked if I could check the bag at the gate like they do with strollers, could they possibly call or ask a supervisor? The answer to both was “NO”. They said they could put me on the same flight the next day, however I needed to be home earlier for an important meeting. They then said maybe I should check other airlines or call Customer Service for a refund. I left the counter very upset and headed down the terminal to the right since I have health issues and did not know anyone or anything about where I would go for the night.
I got about 100+ feet from the counter and heard loud laughing, only to turn around to see all of them looking at me, heads turned to the right not working or going about business. I will admit I was enraged and flipped them off, they all saw it since I was the only thing they were paying attention too. I went back to confront them as to why they thought my situation was funny and to get their names and badge numbers. The one agent actually turned her badge around and said she would not give me her information. She said they were not laughing at me but I know that was not true since all eyes had been focused on me and no work was taking place. I asked what was so funny, she said it was their business and she didn’t have to tell me, basically “none of your business”. Now furious, I then asked for a Manager or Airport Security. She would not call either for me which further convinced me of their bad behavior. Finally, one agent did give me her name. My complaint was no so much with her but the agent that was being rude and refusing to get me the help or information I was requesting.
After getting on the phone with Customer Service I voiced my discussed and I was told there would be a 99.00 charge to change till the next day since I missed my flight, even though the flight had still not left the airport! If I had changed it with the agent at the counter they would not have charged me.
I will admit that I should have probably been at the unfamiliar airport sooner, however it took extra time to find the counter area at the very end of the terminal. However, I do not expect rude unacceptable behavior by your employees. I find it very disturbing that a person with health disabilities would be treated so poorly. I would like my money refunded, and for them counseled/trained on how to properly treat customers…you will loose more customers with that bunch running the ticket counter.
If you want to talk further I can be reached at 805494XXXXXX
I called to cancel a flight that I was not going to be taking and was told that they were charging me 99.00 for not taking a trip. Because I had to fly home eatlier. (ON ANOTHER AIRLINE) I wanted to use the flight funds for another trip on frontier but was told I could not because I was being charged for not flying with frontier and that they were the cheapest airline. I also ask to speak to an American agent and was told we do not do that anymore. All other airline offer you to cancel a flight and use the funds at a later date. Whats up with that Frontier? You have taking two hundred dollar from me in two days. In this day in time who has two hundred dollar to give away. Please let Mr. BARRY BIFFLE know that this is not good customer services. It# JB5KHN and U8I7MJ. What a way to ruin my CHRISTMAS.
Could not get flight that was reasonable for my family to get me and spent 8 hours on Web sight to try to fix it it keep kicking out so I would have to start over had to call reservation they gave me the wrong flights .now I want a total refund .spent 2 hours at the airport trying to fix this an had the guy on the phone 4 times even thought he said it was costomer relations and it was not. I done I want a total refund.
I’m interested about any leasing program which Frontier has. Let me know how much it would cost and what is involved.
We would like to have an answer if possible. I can be reached at my email or @ 609 917 XXXXX.
Best regards,
Leonel Jean-Baptiste
Could someone from your office Please Call me about your policy on Disabled People who need to use their Mobility Scooters to get around and I am told Frontier does not allow or Transport Mobility Scooters. My Phone is 863-662-XXXXX. John M. Heim