Frontier Airlines Customer Service Issues

My name is Paisley Uematsu. I use Paisley.U***@yahoo.com to log in, and my member number is [redacted]1. I have contacted multiple representatives to cancel my Discount Den. I am frustrated with the lengthy hold times whenever I call and the email reminding me of the upcoming automatic renewal. I have deleted my credit card details and refuse to fly with Frontier again due to poor service. Please do not renew my Discount Den subscription. This is my final warning before considering legal action. Thank you. Paisley Uematsu

I received an email on April 6th indicating a change in my itinerary (GE9B8X). I am seeking details regarding this change to ensure my travel plans remain consistent. I hope to retain the same flights or similar ones for my departure and return dates. Please note: 1. The change should not be related to the new COVID-19 policy as it does not align with the circumstances specified. I booked on 2/26/20 for flights scheduled on July 9th. 2. The reservation was made using frequent flyer miles for my children, and I wish to preserve these arrangements and the $[redacted].40 already paid. 3. Despite my attempts to manage the flight online, I am only able to view my children's names and the VISA charge without any information on their flights. It simply states, "You have no upcoming trips." Thank you for your assistance during this busy time.

I recently received emails notifying me of changes to two upcoming flights booked with your airline. The first change is causing significant inconvenience, as I will now be on an evening flight instead of a morning one while traveling with small children. I specifically selected your airline for a daytime non-stop flight. My confirmation number for this booking is CG4HQE. Moreover, the new timing for the second flight is problematic as the arrival time on your airline no longer aligns with my connecting departing flight on a different carrier. The confirmation number for this flight is XB54GW. I have been waiting on hold for over an hour with no indication of when I will reach a representative. I am unsure whether to continue holding or hang up. I am required to confirm the changes via email, but I must express that the adjustments are not suitable for my travel needs. The prospect of arriving late at night in Denver with small children and facing a three-hour drive home is not ideal. I seek your guidance on this matter. Thank you, Katie K. (Katherine) [redacted]

I am experiencing difficulty accessing the link provided to convert my cancelled flight credit into miles before it expires today. I encountered a frustrating situation when trying to reach Frontier's customer service and was disconnected after 45 minutes of waiting. The email I received offers me the chance to swap my $[redacted].40 travel credit for 70,[redacted] Frontier Miles, valid until at least September [redacted]. This conversion could provide up to 7 one-way flights, with award flights beginning at 10,[redacted] miles. The offer to change the credit to miles is exclusively available through the email sent regarding booking E9S4FW and expires on April 15, [redacted].

Greetings, and thank you for providing this space to detail and express my situation, which is shared by many others like me. Our flight was canceled, and there is no one at Frontier Airlines who can assist. Today, I went directly to the airport in SJU, Puerto Rico, only to find no one from the airline there. I have been trying for over 17 days through all possible means to figure out how to get a change or, better yet, a refund, but all my efforts have been in vain. Their official website does not allow you to do anything - not change, cancel, or request a refund. It feels disappointing as a customer. When you call and manage to get through and request to be transferred to a Spanish speaker, they hang up on you immediately. I believe that when I purchased the tickets, they charged me immediately and should respond in the same manner. I understand we are all going through a very difficult time, with health being the priority, but that doesn't mean one should receive such poor service.

I have a booking with reference code VDI9TQ that was canceled due to Covid-19 affecting my flight to San Diego on 6/10/[redacted]. The initial cost for five tickets was $[redacted].00. Frontier issued a Credit Shell on 03/22/[redacted], which expires 90 days from that date. They later offered to exchange the Credit Shell for [redacted],00 Frontier Miles on 04/24/[redacted], but as a Senior citizen, I don't plan on traveling soon, so the miles exchange doesn't suit me. I just want to confirm if without opting for the miles exchange, the $[redacted].00 credit will be refunded to the original credit card used for the booking. Thank you. - Woodrow A.

I bought tickets to San Diego on Frontier for 6/10/[redacted], but they were canceled due to the pandemic. Frontier issued a Refund Credit Shell on 03/22/[redacted] for $[redacted].00 with confirmation code VDI9TQ. Despite Frontier offering an exchange for Frontier Miles on 04/24/[redacted], as a Senior citizen, I do not plan to travel soon and prefer a refund to my original payment method before the Credit Shell expires on 06/21/[redacted]. I believe the refund should be processed to the card used for the purchase. Do I need to take any additional steps? Thank you. - Woodrow A.

Frontier's tagline of "Low Fares Done Right" is misleading based on my recent experiences. After a flight cancellation, my plans were disrupted, leading to additional expenses for new flights. Despite promises of refunds and credits, I have yet to receive them. Rescheduling flights proved to be costly and impractical. Frontier's customer service has been challenging to reach, with long wait times and limited support for flight changes. This situation has caused frustration and financial strain. I am disappointed in the lack of assistance and clarity from the airline during this ordeal.

Dear members, During our recent flight from Sacramento to Austin, we encountered a distressing situation. Our request for a member not to wear a mask due to a medical condition, which was initially accommodated in Sacramento, was abruptly challenged by a flight attendant on our second leg of the journey to Austin. Despite being seated as arranged on row 30 A, B, & C, we faced unwarranted aggression and harassment from the flight attendant, even leading to threats of removal from the aircraft. Another passenger witnessed the ordeal and expressed willingness to support our account of the events. Following the distressing experience, I have contacted the Frontier Airlines customer care supervisor to address the issue, yet have not received any follow-up communication. Given the lack of resolution, we are left with no alternative but to consider legal recourse. The unprofessional behavior exhibited by the flight attendant, including failing to wear a mask, continued after the initial incident. We seek redress for the distress and mistreatment endured during our journey. We await Frontier Airlines' response to address this concerning incident promptly. Thank you, Margaret

I recently tried to cancel a flight within the allotted time frame according to the guidelines provided. Unfortunately, I encountered some challenges when I called and was put on hold for an extended period before getting disconnected. When I called again, the representative mentioned a cancellation fee of $[redacted] and suggested rescheduling instead. I am in a tight financial situation and cannot afford another ticket, as I am assisting a friend. The ticket is for Ashley Mae Colella, who urgently needs to return home. Kindly assist in processing a full refund for the ticket to her credit so that she can make the necessary arrangements to get home promptly. Thank you for your attention to this matter.

I had a flight booked for March, but due to the current situation, I couldn't travel. I was offered to rebook by 6/10. I received an offer to swap for [redacted],[redacted] points by 5/5, which I accepted on 5/4. Expected the points by 5/20, but haven't received them yet. The value is about $[redacted], so I'm disappointed. I'm requesting Frontier to credit me with [redacted],[redacted] points and extend the usability period to at least 6 months. If not possible, I'd like an extended timeframe to plan my future travels. Thank you.

My spouse and I had a flight booked for March 5, [redacted], from Cleveland to Sarasota, Florida, but we had to cancel due to the coronavirus situation. We were informed that we had 90 days from March 5 to reschedule, so my wife called on May 20, [redacted], at 11:53 AM to explore our options. After a 43-minute call, a representative mentioned that the 90 days would be extended by another 90 days but we needed to call back on June 4, [redacted], for this extension. Following up as instructed, today's call lasted 1 hour and 46 minutes. Initially, a lady stated we had 48 hours to rebook and could do so until September 12, [redacted]. However, when my wife inquired about booking that far ahead, her credit was unexpectedly deemed expired as of midnight on June 3, [redacted], by the supervisor she later spoke to. Despite mentioning her previous conversation with another Frontier representative, he claimed there was no such record of it, leaving us confused and frustrated.

I recently purchased airline tickets from Frontier Airlines for a flight to Punta Cana on 02/06/[redacted]. I have been trying to contact Frontier by phone to address some issues but have been unsuccessful. Due to the current international traveling situation, I do not plan to fly internationally anytime soon. I kindly request a refund for my flight from Chicago to Punta Cana, totaling $[redacted].35 with confirmation # DCWWPA. I am attaching information from the U.S. Department of Transportation regarding passenger refund rules during the COVID-19 pandemic. I have also received an auto-response from Frontier acknowledging my inquiry on 03/20/[redacted]. I have tried to cancel the flight through the provided link but was unable to find an active option. The contact phone number provided is always busy, and I have not received a response to my email. I am reaching out here in hopes of receiving a refund promptly. Thank you. - PP

I had booked a flight, but due to COVID-19, I couldn't travel. My issue now is that the travel credit is expiring next week, and as a German citizen, I can't book any flights because of closed borders. I require an extension on the travel credit to allow me more time to book a flight later this year. I'm concerned about losing the value of the credit and would either like more time or a refund. Your assistance in extending the travel credit would be greatly appreciated as it expires soon. Thank you.

I had flights booked with Frontier Airlines for a return trip from Las Vegas to O’Hare. Originally, my flight was scheduled to depart at 12:30 AM on a Monday, but Frontier changed it to 11:50 PM, which resulted in a 23-hour and 20-minute delay. Despite my concerns and inability to accommodate this change, Frontier only offered a credit for the flight. I requested a refund since there was no alternative flight that suited me, but they refused, citing that the date remained the same, even with a significant time difference. Multiple calls to customer service left me frustrated as I faced long wait times, unhelpful responses, and multiple disconnections when trying to address my concerns and request a refund instead of just a credit.

I had a flight scheduled for April 10, [redacted], to Miami during the COVID-19 pandemic. I canceled and received $[redacted].20 in credit. I claimed the miles but don't see them in my account [redacted]. There are no credits for a future booking either. I claimed my miles and didn't get any confirmation emails. I'm unable to book now and need the credits to proceed. How can I book? I have tried calling but face long wait times and disconnections. I attached a picture of my credit email for reference. Please advise on how I can claim the credits or if I need to call in. Let me know if you need more information.

I experienced a flight cancellation due to Covid-19 which led to receiving a credit that came with a 3-month expiration, causing my first issue. When attempting to clarify the situation in case the pandemic situation prolonged beyond the credit's validity, I was dismissively told it would be sorted out later. Months later, when trying to reach out once more regarding my flight and a refund due to ongoing border closures, I was left waiting on hold for over an hour only to be disconnected. Subsequently, an email I had sent, expecting a reply within 10 days back in April, remains unanswered. As my credit is soon expiring, with borders still closed and no responses to my attempts at contact via calls or emails since March, I am left stranded without information or resolution from Frontier Airlines.

On March 17, [redacted], I contacted customer service to cancel a flight for five people from Orlando to Chicago due to COVID-19. After a long wait on hold, the agent canceled the flight and mentioned issuing a voucher, which I never received. On June 12, [redacted], I called multiple times and faced difficulties getting assistance. One representative disconnected the call repeatedly, and another claimed the voucher was processed by someone else. Despite the promise to connect me, I was left waiting on hold for almost 20 minutes before being hung up on without a callback. Now, trying to contact customer service again has been futile as each number I dial insists on an existing reservation to offer any assistance. Please send the voucher via email for us to utilize. Thank you.

My daughter had to cancel a flight with Frontier in February due to her grandmother falling ill. They issued a credit to an unknown account, making it impossible for us to access it online. We have both tried to contact them multiple times via phone and email to locate the credit and book a flight for earlier this week. We even endured a two-hour hold time during one call. We ended up having to book and pay out of pocket because the credit expired while she couldn't use it during quarantine. Despite reaching out 13 days ago, we were just informed today that she had ample time to use the credit, and it's not Frontier's responsibility that we couldn't find it to book her flight. This experience has been frustrating, and I am deeply dissatisfied with their customer service. Can anyone provide assistance with this issue?

We bought Orlando flights on January 2, [redacted]. Over the next 6 weeks, the flights changed 2 or 3 times. An agent assured me we could cancel due to the changes. By March, COVID restrictions led us to cancel through a Frontier email, receiving a $50 credit per ticket. Despite reaching out on April 6 for a refund, a response was promised in 10 days but never came. Multiple attempts to call have been unsuccessful. Our credit is expiring, Frontier's routes have changed, and we seek a resolution with a refund, willing to keep the Den membership cost.