Frontier Airlines Customer Service Issues

Subject: Request for Refund I am seeking a refund for three flights I booked for my sister-in-law and nephews on June 27, [redacted], Flight [redacted] from LAX to Colorado for a memorial service for my father. I specified that my sister-in-law needed a wheelchair due to her disability, and even called to confirm its availability. Unfortunately, upon arriving at the airport, they were told there was no wheelchair for her. This caused them to miss their flight, and I had to book new tickets for them at an extra cost of $1,[redacted]. The situation was distressing, as it meant possibly missing the burial. I have been a loyal Frontier customer but was deeply disappointed by this experience. I believe a refund for the three flights is warranted given the circumstances. I had to use Expedia to book due to issues on your website. Dealing with the loss of a family member is already difficult, and this situation only added unnecessary stress. I hope to receive a prompt response regarding this matter. Sincerely, Judy Cutter

I made reservations for my sister-in-law and nephews to travel to Colorado for a memorial service. She needed wheelchair assistance and requested it during booking and checked in. Despite confirming the wheelchair service via phone, they were told there was none available at the Frontier counter, causing them to miss their flight, leading to emotional distress. Another airline eventually provided a wheelchair, but it was too late. This led to additional expenses to book a new flight, causing frustration and sadness over the situation, especially during a difficult time like this. I believe a refund for the three flights would be appropriate given the circumstances. My preference is usually Frontier, but was compelled to book through Expedia due to technical issues on their website. The experience has been especially heartbreaking considering the nature of their trip for a funeral.

I encountered a flight cancellation with Frontier recently. When I contacted them, a courteous young man mentioned that due to having the WORKS package, it should not be an issue. Unfortunately, there were no available seats for seven people that evening, so he suggested a 10:38 am flight with seats. Urgently needing to return for my mother's morning surgery, we had to settle for that arrangement. Each passenger received $[redacted] in Frontier credits, which was helpful in covering the roughly $[redacted] spent on rooms at the Weston Hotel near the airport, as we couldn't search for cheaper options without a car. Initially informed of a $[redacted] refund for the canceled flight, with the option to apply it toward tickets for the next day, subsequent discussions required me to cancel tomorrow's flights to receive the vouchers, which was impossible given the circumstances. I believed the initial staff member had resolved everything compassionately, but now I am in a confusing situation where refunds and vouchers are in question, and the hotel costs have added to the frustration. If someone could clarify this, please contact me at [redacted]. Thank you for your assistance. - J.H.

I accidentally left an item on a recent flight from TTN to ORD. I completed a lost item claim on the airline's website and also checked with the Frontier desk at O'Hare where they had found my item. Despite this, I received an email from Frontier days later stating that my item was still missing. The email contained a link for me to confirm that the item had been found, but when I tried to use it, I received an error message stating my last name (Knight) and Lost Item Report Number ([redacted]) were not found in the system. The email was from a No Reply address and the webpage had no option for further communication. I am posting here to report the issue with the lost-items database and to request the closure of my case.

My husband, Jim Glenn, who purchased the tickets, has had a sudden medical issue, and we need to cancel our flight and request a refund. I wanted to inform you immediately about the cancellation, and we will be providing a doctor's note from his cardiologist soon. I understand that the ticket's value may be lost if not canceled in advance, so I wanted to ensure we canceled. We are seeking a full refund of $[redacted].20 for the flight with Trip Confirmation Number: OY68YJ. I hope to hear back from you soon. Dealing with this situation without being able to speak to a person on the phone has been frustrating, especially during this difficult time, but we hope you will address our request promptly.

I noticed an unauthorized recurring charge on my debit card from Frontier Airlines for $59.99 on July 15, [redacted], as well as a previous similar charge of $49.99 exactly one year ago. Bank of America has been helpful in cancelling the recent charge, but I am concerned that this may be an automatic yearly deduction. It is causing inconvenience and additional costs, including having to replace my card and update account information for other services. I have not authorized these deductions and would like all my accounts with Frontier Airlines to be cancelled immediately. I request confirmation via email or call to ensure no future unauthorized charges occur. Thank you for your prompt attention to this matter. Best regards, Nancy E.

Hello Frontier Airlines customer support, I am reaching out regarding flight [redacted] from BWI to MCO under booking number V5SL2F. The flight, initially scheduled for 5:12 PM on Wednesday, July 23, [redacted], was delayed by 2 hours and ultimately canceled without alternative options due to crew unavailability. I had incurred additional expenses for Orlando due to this situation. I encountered difficulties getting assistance from the Frontier desk at the airport and had to manage my own accommodations in Washington and book another flight for the following day. The expenses I am seeking compensation for are as follows: - One-night hotel stay and taxi transfer to IAD airport: $[redacted] - Flight: $[redacted] - Universal Orlando booking for July 24, [redacted]: $[redacted] - Total expenses: $[redacted] - Mental distress: $[redacted] - Total compensation request: $[redacted] I have supporting documentation for the additional costs and can provide it if required. I kindly request a prompt review of this matter and feedback on the compensation. Thank you for your attention. Best regards, M. S. & S. K. J. Mob. ±91 [redacted], ±1 [redacted]

I selected my seat through the CheapO website for my Frontier flight, paying $40 for an upgraded seat. Unfortunately, the seat I reserved did not exist on the actual plane layout, and I was placed in a different seat without space for my under seat bag containing my son's ashes. I am requesting a refund of the $40 seat upgrade fee as I did not receive the seat I paid for. You can send the refund to Donna E. Baty at [redacted] Unity Lane North, Brooklyn Park, MN [redacted]. Thank you. Please process my refund promptly. Thank you for your attention to this matter. Sincerely, Donna E. Baty

Subject: Issue with Reimbursement for Cancelled Flight (Incident: [redacted]84) I had a problem with the reimbursement from Frontier regarding a cancelled flight from Pittsburgh to Denver. I spent a total of $[redacted].36 ($[redacted].68 per ticket) to book new flights with Southwest Airlines for myself and my companion, "S. Redwood" due to the cancellation. Instead of refunding me, Frontier provided me with a $[redacted].00 electronic voucher for future travel on their airline. On July 16, [redacted], I received an email from Ms. J. Nacino, a Frontier Airlines Reservation Specialist, informing me about the voucher. As a 79-year-old retiree on a fixed income, purchasing new tickets was a financial strain, and I need the out-of-pocket expenses reimbursed instead of a voucher for future travel. I appreciate your help with resolving this matter. Thank you, M. Shaver [redacted] [redacted]

I submitted a refund request for a cancelled flight on 6/20/[redacted] due to a mechanical issue. I opted for Option #2 and provided the reservation Code DYXPSD. I sent my original request with receipts for two new flights booked on American Airlines, totaling $[redacted].00, as well as miscellaneous expenses of $41.47 for an extra night's stay. It has been over 7 weeks without any response. I attempted to call twice, but experienced long hold times. Please address this overdue reimbursement and provide an update via email. Thank you. - Kathy D.

I, Paula K., had a disappointing experience with Frontier on August 8, [redacted]. My flight [redacted] got canceled as my friend and I were heading to Denver for a girls' weekend. Despite being at the airport two hours early, we faced this issue. A Frontier representative handed us a paper with different options, which was not handled well. We struggled for at least two hours to find an alternative way. Eventually, we had to book a flight with Southwest for the next day. I request a refund for my canceled flight with confirmation VGWJHE and reimbursement for the Southwest booking, ticket # [redacted][redacted], confirmation # TM38LM, totaling $[redacted].99.

I had a Frontier Airlines flight scheduled to Denver on Thursday morning which was cancelled. After contacting customer service, they informed me that a refund was the only option. Despite explaining the importance of the business trip, the representative seemed unable to assist further. To make it to my destination, I had to book a last-minute flight with another airline for over $[redacted] for a three-leg, nine-hour journey leaving only on Friday. I believe I should be compensated for the additional expenses, time, and inconvenience caused. I am requesting either a voucher for a future flight equivalent to the rebooking cost or reimbursement for the price difference paid. Please contact me at your earliest convenience on [redacted]. The flight confirmation code was DC5VNA for Flight [redacted] from Philadelphia International to Denver. Thank you. Ryan D.

Hello, I need to make changes to my Frontier Airline flight for Ramon S. G. and Alicia S. due to a family emergency. My sister was recently diagnosed with cancer and her condition has worsened. We must travel to Mexico earlier than planned to be with her. Our original flights were scheduled from August 4th to August 15, but we now need to change them to July 28 to August 8. Our itinerary number is [redacted][redacted] with confirmations HFMP7R and H3746L. Unfortunately, I am unable to attach supporting documents. Your prompt assistance is greatly appreciated.

On July 21st, my flight was cancelled, H9n1gw. I bought new flights through an email from Frontier Airlines. Refunds of $[redacted].54 for Janet Collier, Julie Laprairie, Laila Laprairie, Caliyah Henry, Alorah Dillon, and Jace Dillon are pending from American Airlines. The email stated a refund in 14 days, but it has passed. Is it in progress, or is there more I need to do? Alaysia Steward is part of our group and her refund is processing. Karen Owen's and Jaden Laprairie's supervisor paid for their tickets on the 21st due to my card issue, seeking reimbursement for the others. Your assistance is appreciated.

My daughter traveled on Frontier last Tuesday. We used a bag purchased in June for another family member who flew with Frontier, fitting the size of the free personal item. This bag was previously used without issues and fit easily under the seat. Unfortunately, when my daughter arrived at the airport, she was charged $50 for the bag. Thankfully, my father was there to help as she is underage and didn't have the money for the fee. I am very disappointed with this situation since we followed all your guidelines, and the bag met all size requirements as stated on your website. My daughter is returning home in two days, and I hope she will not be charged for the bag on her flight back. Additionally, I expect a refund of the $50 we paid for the bag that complied with your rules.

I traveled with Frontier on August 16th from Atlanta Airport to Austin, TX, with a four-hour layover. Unfortunately, my flight was canceled after a four-hour delay. Despite paying $[redacted] for the flight to Orange County Airport, I was only offered a refund, not a voucher for another flight. They said the refund would take 7-10 days, leaving me without a flight or funds for a new booking. I felt the staff lacked compassion and left me to manage on my own, despite being disabled with a service dog. Other airlines in similar situations have provided customers with alternate flights, vouchers, food, hotels, and transportation. Frontier's rude handling of the cancellation, along with a delayed refund and only returning a partial amount, left me disappointed. I hope corporate addresses this promptly. - Jane Gill.

I made a reservation for a flight on Frontier Airlines flight #[redacted] from Santa Ana to Austin on Friday, August 23 with Confirmation #T9M99J. Upon arrival, the flight landed at Austin-Bergstrom’s South Terminal, which is a 20-25 minute drive from the main airport terminal. Consequently, I missed my shuttle and had to cover a $[redacted].00 transportation cost to reach my final destination. I had anticipated arriving at the main terminal as indicated on the www.flyfrontier.com website. However, the information about landing at the South Terminal was only provided to me via email after the ticket was purchased and while I was already onboard the flight. I am seeking a full refund for the flight ticket due to the unexpected additional expenses incurred because of landing at the South Terminal. For resolution, kindly reach out to me via phone or email at [redacted], [redacted]. Thank you in advance, JAS.

I bought roundtrip flight tickets for two people from Boston (BOS) to Raleigh-Durham (RDU) on Frontier Airlines for $[redacted].95. The flight from BOS to RDU (Flight# F9 [redacted]) on 6/1/19 was canceled by Frontier while I was at the airport, and I had to book new flights with JetBlue for $[redacted].60. Frontier initially approved a $[redacted] reimbursement per passenger but only sent a check for $[redacted] in total, not covering my full expenses. After submitting multiple reimbursement requests, I have not received any further checks as promised by Frontier. Their customer service has not been helpful in resolving this issue.

On Saturday, September 7, I flew with Frontier Airlines from Portland, Oregon to Philadelphia, checking my guitar. Despite being told it was on the connecting flight to Philadelphia during my layover in Denver, my guitar was missing upon arrival. I was issued a Baggage Irregularity receipt with Incident # PHLF[redacted]91 and guitar tag number F[redacted] on September 8, [redacted], at 4:59. Frontier mentioned delivering it to [redacted] South Bay Ave. in Beach Haven, NJ. Despite assurances of contact from a corporate baggage service agent, no outreach occurred. The guitar, worth over $1,[redacted], is crucial for an upcoming audition. Numerous promises of a 4 to 6-hour contact window have not materialized. Frustrated with Frontier's lack of response, I seek assistance. I am Joseph McLaughlin, reachable at [redacted]. Frontier provided reference number [redacted]84. Any help would be greatly appreciated. Thank you.

Frontier Airlines abruptly cancelled my flight and those of my roommates just an hour before departure, leaving us scrambling to find an alternative. Their compensation of a $50 voucher exclusive to their airline and an alternative flight with a layover in the opposite direction and on a different day than our original plan was unacceptable. The tickets were purchased months ago at a great price, and the only other option presented was a refund, which has not yet been processed. Consequently, I had to quickly book with a different airline, heading to a different airport, and rent a car for both of us. The total cost came to $[redacted].19. The offered compensation is insufficient for a full ticket and restricts me to using it solely with Frontier, which leaves me dissatisfied with their handling of the situation. It feels like they are getting away with no repercussions.