Frontier Airlines Customer Service Issues

Yesterday, there was a 90% off sale with a promo code, but I encountered an issue with the app preventing me from booking. Each time I tried to make a purchase, an "unknown error please try again later" message appeared. This situation occurred previously when booking flights, leading me to do it over the phone. The phone booking process lasted around two hours, which was inconvenient as I didn't have that much time yesterday. Is there a way to make flight bookings online successfully given these app issues? I missed out on a great deal through no fault of mine. I have a screenshot of the error message if you want to see it. I hope to secure the sale price for my flight, or ideally, book flights without lengthy customer service phone calls. This was for a round-trip flight from DEN to MCO in November.

I will be traveling from Tampa International Airport (TPA) to Trenton-Mercer Airport (TTN) on Friday, October 4th, [redacted], at 11:12 AM on Flight [redacted] with Frontier Airlines. This trip is to transport my daughter's cremated remains to be buried in New York on Saturday, October 5th, [redacted]. The wooden container meets TSA regulations, and I will carry it as an additional carry-on item that must go through the X-Ray belt separately. I communicated with customer service to ensure that only the container goes through the X-Ray before any other items. I encountered difficulty understanding two individuals with Asian accents and requested to speak with a customer relations agent fluent in American English, but they were unable to transfer me and suggested contacting TSA directly.

Upon arriving in Wichita from DIA on Thursday, my husband and I encountered an issue with our TSA pre-check. While my husband's boarding pass was stamped, mine was not. Despite checking in via my phone 24 hours prior, I was directed to the regular security line, which significantly delayed our process. This led to a frustrating experience, especially since we had paid for the pre-check service. As we are set to return to Denver tomorrow, I am seeking assistance to understand why this happened and what might have gone wrong during my check-in process. Any insights or guidance on resolving this matter would be greatly appreciated.

I encountered an issue when trying to prebook a seat. The subtotal in my cart was $[redacted], but I was charged $[redacted] without explanation. After investigating, I discovered the additional fees were mostly Carrier Interface fees, essentially a charge for selecting a seat and using their website. Additionally, there were airport fees that wouldn't apply if booking at the airport directly. I plan to report this to the FAA and the Dept of Commerce along with evidence from my screen printout. - Fr. Samuel Scheibler, Milwaukee, WI

I have a few questions: I plan to bring a small bag for my CPAP machine and a carry-on that meets the size and weight restrictions. Are these guidelines appropriate for my two bags? Additionally, I need to bring a shoe spoon to help put my shoes back on. I have a plastic one that can be shortened to 30" and a metal one that is 24" with rounded edges. I'll try to shorten the plastic one, but the metal one works better. Can I bring either of these in my carry-on bag? Thank you.

I am Bernie M., and my frequent flyer number is [redacted]0. I am currently on flight [redacted] seat 2C from Trenton to Fort Myers on Sunday, October 13, feeling uncomfortable due to being surrounded by three dogs. I am concerned about the priorities given to animals over people on Frontier Airlines. The flight was booked on April 8 for $[redacted], with a mix of points and cash, confirmed through email. However, when attempting to check in on October 10, I encountered issues on the Frontier app and website as I was told I lacked 2,[redacted] points. Despite receiving multiple emails prior, the communication regarding insufficient points was not clear until the day of check-in. After speaking with a representative who initially couldn't resolve the matter, a supervisor ultimately rebooked the ticket as G47UFY at an additional cost of $[redacted], with the original 18,[redacted] points gone. I have several concerns: Why wasn't I informed of the point shortage earlier, why did I keep receiving confirming messages, and why was the reservation allowed without sufficient points? I also worry if my future flight in November-December with booking number D816BZ could face a similar issue. I would appreciate clarification on these matters. You can reach me at [redacted] to resolve this situation. Thank you, Bernie M.

On October 10th, I had a reservation with Fronties (#[redacted]) from Cleveland to RSW at 8:00 a.m. Despite arriving at 6 a.m. and boarding at 7:39 a.m., the journey turned into an ordeal. After sitting on the plane for about an hour and a half, we were asked to deplane without assistance, leaving me, a 78-year-old with walking difficulties, to manage on my own. Following a two-hour wait at the gate, we were informed of the flight cancellation and directed to retrieve our luggage from baggage claim. I had to traverse the distance unaided and then arrange for a ride to accommodation as I waited for a new flight home to Florida to be arranged. I ended up spending a total of 11 hours at the airport before finally being picked up and taken to a place to stay, feeling upset and falling ill. It was a lengthy process for my friend to find me a return flight to Fort Myers, eventually booking a flight on Spirit #[redacted] (UG18MT) for Monday, October 14, at a cost of $[redacted].28. I am now seeking reimbursement for this inconvenience.

I purchased a roundtrip ticket from Atlanta, GA to Trenton, NJ for October 23-27, [redacted]. Unfortunately, an emergency came up on October 26, so I completed a form regarding the situation. After being asked for documentation, I submitted the necessary paperwork and completed the form again. Despite my efforts, I have not received a response yet. I have been trying to contact the company without success to request a change to my return date from Sunday, October 27. It has been over 24 hours since I submitted the documents. I hope someone can assist me promptly with this issue.

I received a $[redacted].00 voucher from Frontier Airlines on August 7th. I am trying to use it before November 5th, but when I tried to apply it to add a carry-on bag to my reservation, the website keeps showing an error saying the voucher has no value. The name on the reservation matches the one on the voucher, and I haven't used it yet. I attempted to contact them by phone, but I couldn't reach anyone. I'd appreciate any assistance you could provide.

Due to my daughter's medical emergency, the doctor advised against travel, leading to the cancellation of our trip. I promptly requested a refund for the unused ticket ahead of the travel date. While most airlines refund the full amount in such cases, Frontier Airlines has been unwilling to do so. Initially, their phone representative indicated willingness to provide a full refund if I submitted an online request with the required medical emergency documents. However, after submitting all necessary documents, I received an email stating that they cannot refund the unused ticket. This experience with Frontier has been disappointing, as other airlines have more compassionate refund policies in place for medical emergencies. The lack of empathy and the rude response from their reviewer towards my refund request have made this situation truly disheartening.

I had a challenging experience on my recent flight. During the trip from Denver to Cleveland on 11/12/[redacted], I encountered some issues with my assigned seat and storage for my carry-on. The situation worsened as I was seated near a passenger with a dog that caused discomfort due to its odor. This made my upset stomach even more unbearable. Despite paying for the seat and carry-on fees, I was unable to use them conveniently. I kindly request a refund for the fees I paid for the seat and the carry-on, amounting to a total of around $60. I also hope some compensation can be offered for the inconvenience faced. I appreciate your attention to this matter. Thank you.

I need to change my booked carry-on luggage to checked luggage. My husband made the reservation and I've paid for both. I no longer need the carry-on luggage, which cost $39, and would like a credit for it towards the checked luggage I actually need. Is this possible? I tried to remove the carry-on charges when I purchased the checked luggage but couldn't. I only need 3 carry-ons and a checked bag, not 4 carry-ons and a checked bag. Can you please confirm if I can get a refund? I haven't checked in yet. Thank you.

I need assistance as I mistakenly pre-paid for carry-on luggage without checking the size dimensions. My flight on 11/22/19, CF# W6RSWV from Phoenix to Cleveland, cannot accommodate my 21-inch high, 24-inch wide, and 7-inch deep bag. Realizing the mistake, I am aware that this payment is non-refundable. Due to my financial constraints, bundling is not an option for me. I am hoping Frontier Airlines can aid me by allowing me to check this oversized bag in instead. The stress of this situation is weighing heavily on me. I kindly request Frontier to change my payment from online carry-on luggage to checking the bag at the airport for Flight [redacted], CF:W6RSWV. Sincerely, Kathleen B.

We made reservations for our nieces and nephew to fly from Chicago to Orlando on 12/19/19 (LGCTKE). Due to the Chicago teachers' strike, the school board is extending school days into the children's Christmas vacation. We are unable to pay for rescheduling fees or price changes as we were not aware of this issue when purchasing the tickets. We have contacted multiple agents and supervisors but have not received assistance. We kindly request to change the flight date to 11/22/19 without additional fees. Thank you and God bless. - Michael & Alice Brooks

I am in the process of booking airline tickets to visit my mom in Utah from Orlando. To benefit from Frontier's membership program promoting kids flying free with an adult member, I carefully selected dates and locations clearly marked for the deal. However, upon calling Frontier to address the issue of the kids' fare not being deducted, I was informed it would cost $95 round trip for all 3 passengers. Subsequently, I was told the deal was not applicable since it does not involve a direct flight, even though they do not have any direct flights to Utah on the specified free kids dates in January or February. When I tried to raise this concern, I was disconnected. All I am seeking now is a refund of the $60 membership fee, as they are not honoring the terms advertised on their website.

Upon arriving at Philadelphia International airport, I encountered a full long-term parking lot and was redirected to an employee-only lot, causing delay. Rushing to another lot, I arrived five minutes late at the airport and was denied boarding, instructed to buy a new ticket for the following day. Disappointed, I question the necessity of buying a new ticket when I had flight insurance coverage. I seek a refund for the additional ticket since my tardiness was only five minutes.

I've attempted several times to book online. As a Discount Den member, I've encountered issues with the site not accepting my password. I've dedicated over an hour trying to reset the password but have been unsuccessful. Even with the assistance of my husband, we have been unable to access the site. Earlier I spoke with a kind representative who helped cancel an existing reservation not made using the Discount Den advantage. She suggested calling back if I couldn't rebook, but unfortunately, I am unable to sign in. It's been another 15 minutes on hold waiting for an agent, and this situation is quite frustrating.

My husband and I had a flight booked for 3/18/19. Unfortunately, we lost our son in a car accident a month before the trip, making it impossible for us to go. We were able to get our refund through flight insurance, but were informed that to receive the extra $50 per person, we needed to provide a doctor's note. I have the necessary documentation but I am unsure where to send it for the additional reimbursement. Can anyone assist me with this? Karen H. Email: [redacted] Phone: [redacted] Thank you.

I had a frustrating experience with the Frontier front desk attendant. They didn't allow us to board the flight, as the names on our electronic purchase confirmation were incorrect due to an error in the Frontier system. We had to wait 45 minutes for a supervisor to approve access, but by then, the flight had already closed and departed. Ultimately, we were charged again for a flight the next day. I am seeking a refund for one of these payments made either with a total of $[redacted] on Mastercard or $[redacted].60 on Mastercard.

I have a flight scheduled for December 12th from DFW to Fargo, departing at 6:45 am. I have already bought my ticket. Due to my condition with Parkinson's and dementia, along with short-term memory loss, I will require assistance navigating the airports. Specifically, I will need help getting to the check-in area in DFW and potentially in Denver during my 7-hour layover. Assistance might also be necessary in finding the check-in location in Fargo upon arrival.