Frontier Airlines Customer Service Issues

I have a booking under confirmation number U7TJTS for flight F9 [redacted] departing from Austin this Friday, June 26, [redacted]. My name is Tina Kinsey, and I need to make changes to one passenger's name on a ticket and cancel another ticket. I've been trying to reach a representative over the phone for over 2 hours without success, always getting disconnected. I need to change Danna Pastucci's ticket, with a date of birth of May 23, [redacted], to Joseph Patch. Due to unforeseen circumstances where my parents are ill, I need to take my child instead, with a date of birth of August 5, [redacted]. Additionally, Ashleigh Hidrogo, born on February 27, [redacted], won't be able to travel. I request to consolidate their tickets into one under Joseph Patch's name, seating him in 10C. I also need the $[redacted] booking fee waived, as I originally booked these tickets through Cheap-o-air on February 22, [redacted], for a flight on April 25, [redacted], which was canceled due to COVID-19. I was directed to contact Frontier to make changes, but couldn't do it online and was unaware of the fees.

My wife, two of our friends, and I are scheduled to travel from Denver, CO to Miami, FL on July 15th, returning on July 19th. Given the potential for a Stay at Home Order in Florida or Miami, we are concerned about being able to reschedule our flights without incurring fees if needed. We originally had a trip to Las Vegas that was canceled, and we used the credit for our new Miami flights before the June 20th deadline. At the time of booking, Miami was open, and Covid-19 cases were controlled. If a Stay at Home Order is issued for our Florida travel dates, we would like to know if we could receive credit for future use. Thank you, Jacob W.

Hello, I would like to share my experience with Frontier Airlines amid the Covid-19 pandemic. After booking a flight for my family, we faced new travel restrictions in NY that prevented us from traveling on our intended date. When I contacted Frontier to request fee waivers for changing the trip to September due to circumstances out of our control, they declined. I find it unjust for an airline to charge fees under such circumstances, and I urge Frontier to reconsider or reduce these fees. As a customer, I feel mistreated, and I am considering taking further action to address this issue. Thank you, Jennifer C.

I recently made a booking with Frontier for this Sunday and mistakenly booked the wrong flight. Despite canceling within one minute of booking, I was charged a $[redacted] cancellation fee due to the flight being within 13 days of today. I understand this is the policy, but I'm kindly requesting if Frontier could possibly make an exception given the quick cancellation time (less than 3 minutes). Alternatively, I would be grateful if a Frontier representative could assist in changing the flight to a more expensive one on the same day. I acknowledge that I should have selected the option to change the flight instead of canceling, but I was under the impression there wouldn't be any fees involved. I truly appreciate any assistance you could provide.

Our flight from Miami International Airport on April 16, [redacted] was canceled for six people due to the coronavirus. We were scheduled to depart at 11:11 and arrive at BDL in Hartford, CT at 2:27. The reservations were under the names of Janet K., James K., Audrey K., Kristine V., Andrew V., and Ryan V. Our confirmation number is [redacted] in the amount of $1,[redacted].80. Currently, this credit is showing, and I need it refunded back to my credit card by tomorrow. We are considering rebooking but don't want to until this is resolved. I appreciate any assistance you can provide. Thank you, Janet.

On July 4, [redacted], Shanita Press, two other passengers, Shana Press, and Sergio Bembischew will be flying from Philadelphia to Denver on flight F9 [redacted], Denver to Phoenix on F9 [redacted]. Our return flight on July 7, [redacted] is from Phoenix to Denver on F9 [redacted], and Denver to Philadelphia on F9 [redacted]. Our flight confirmation number is O8MF3M. Due to the travel advisory for travelers returning from Arizona and other high-risk states, I am concerned about not wanting to risk traveling to a hot zone. I request a full refund as my tickets were booked before the spike in COVID-19 cases and the advisory. I tried to contact Frontier but was on hold for 8 hours before the call was disconnected, which I find unprofessional and frustrating. As a first-time flier, this experience makes me reconsider using Frontier in the future. It is essential that passenger concerns are addressed promptly, especially during a pandemic. Contact me at [redacted]. Thank you.

On July 4, [redacted], Shanita Press and two fellow passengers, Shana Press and Sergio Bembischew, will be traveling from Philadelphia to Denver on Flight F9 [redacted], then continuing to Phoenix on Flight F9 [redacted]. The return flights on July 7, [redacted], are as follows: Phoenix to Denver on Flight F9 [redacted], and Denver to Philadelphia on Flight F9 [redacted]. The flight confirmation number is O8MF3M. Due to the travel advisory for Arizona, I am concerned about possible quarantine requirements. I booked the tickets before the increase in COVID-19 cases and travel advisories were issued. I tried to contact Frontier Airlines for a refund but waiting on hold for 8 hours without speaking to anyone was unprofessional and frustrating. In this pandemic, customer care is vital. I hope to receive a full refund promptly. Thank you.

I had reservations for a round trip to Denver from PHL on July 3rd to July 6th. Despite checking in and seeing that my flight was on time, I arrived at the airport to discover it was canceled. The staff only provided a paper with options, leaving me uncertain if my return flight was affected. I had to book a new flight to ensure I could get home for work. After calling customer service three times, being on hold for up to two hours, I couldn't get clarity on my return flight. I don't expect a full refund for the new flight, but I'm disappointed by the lack of information and support. I had to spend an extra $[redacted] and wasn't reimbursed for the checked bag. Frontier's lack of reliability and customer service left me frustrated and out of pocket.

I am a first responder who has been tirelessly assisting with COVID-19 efforts. I attempted to contact Frontier Airlines multiple times before my credits, totaling almost $1,[redacted], expired on 6/20/20, but was unable to reach anyone due to long wait times. Now that my credits have expired, I am disappointed with the lack of assistance from Frontier Airlines. I feel penalized for not being able to dedicate hours on the phone trying to rebook my flight. All I am asking for is the opportunity to utilize my credit.

During the pandemic, our scheduled vacation was impacted, leading to the cancellation of our March 22, [redacted] Frontier flight. We expected the credit voucher we received to be valid when travel resumed. Unfortunately, after speaking with a Frontier customer service representative, I learned the credit voucher had expired, resulting in the loss of the ticket cost. I am disappointed that Frontier Airlines chose not to extend travel credit considering the circumstances, which feels like a disheartening decision towards customers. I am seeking a refund or an extension of the credit voucher. For any further assistance, kindly reach out via email.

I booked a flight for July 14th for three passengers on your website. When we arrived at the ticket gate, they had no record of me being on the flight despite having a confirmation email. I called the reservations line, and an agent charged my account for additional funds to board, but by the time it was resolved, the flight had closed. The agent still charged my account even though the flight couldn't happen, and I had to dispute the charge. We rebooked for July 26th, and again all three passengers were confirmed, but this flight was also cancelled. This has ruined two weeks of vacation, and I need assistance and answers on why this keeps happening. I have confirmation numbers for both flights in my email.

I had reserved tickets for my family to fly from Orlando Airport, FL to Albany, NY on April 11th. Our return flight from NY was also planned for the same day. We previously booked a flight from Albany, NY to Orlando, FL on April 5th. Due to Florida Governor DeSantis' mandatory 14-day quarantine for travelers from New York, beginning on March 23 and extending into April, we had to cancel our trip. Additionally, our intended destination, Universal Studios Florida, had closed before our departure. Despite multiple attempts to reach your customer service, I was unable to get assistance. The confirmation number for our booking is C6IG3P with Frontier Airlines. Because of the quarantine restrictions and closures in Florida, we had to cancel our flight on March 29th. The tickets were charged to my American Express account, and a dispute claim has been filed for a refund of $[redacted].20. Although the airline provided documentation of its policy, the circumstances of the mandatory quarantine were not considered. We are seeking a refund for our tickets based on the unforeseen events and travel restrictions. Thank you for your understanding and attention to this matter. Regards, C. Pagano

Dear Frontier Team, I am reaching out regarding Booking A4WH7V for 2 Adults & 2 Children traveling from STL to PHX. Unfortunately, I encountered numerous challenges during my recent trip due to a flight rescheduling issue. Despite the kind assistance from the agents at the Frontier Desk, I was rebooked on Southwest Airlines, which led to inconveniences with shuttles, meal vouchers, and closed meal areas at the terminal. These challenges were further compounded by my daughter’s sensory processing disorder and the missing items from my son's bag upon TSA inspection in Phoenix. As a frequent Frontier customer, I am disheartened by this experience and would appreciate your consideration in addressing the difficulties and costs incurred during this trip. Your attention to these issues would greatly help during this already stressful time following the sudden passing of my mother and my husband's deployment. I look forward to any response or assistance you can provide. Thank you, Tina W.

On February 6, I made a Flight Reservation under confirmation code TBUC2D. During the height of Covid on April 5, the airline informed me of a flight change to a different date. I promptly contacted them upon receiving the notice to express my inability to accept the new date. I was assured a refund of $[redacted].60 would be issued to my Mastercard due to the change in flight. Shortly after, my Mastercard was unexpectedly cancelled twice for unauthorized double charges. Despite my attempts to follow up multiple times, the refund was not processed to the new card. On June 29, the airlines informed me through a Frontier letter that I would receive a travel credit of $[redacted].60, valid for only one week, contrary to my assumption of a one-year validity period that I discovered today in the fine print. I believe the situation with Frontier has been unfair. They altered my flight to an inconvenient date, promised a refund that never materialized, and issued a short-lived travel credit during the pandemic. I feel I have been deceived out of $[redacted].60.

Hello, I'm reaching out regarding my niece, Cami Navarrete's reservation D4T8NY with Frontier Airlines for a flight on 9/23/20 from Chicago to Santa Ana, CA. Cami canceled the reservation online on 9/8/29 due to having the flu with a fever and cough. She was charged a $79 cancellation fee and given a $[redacted] credit valid until 12/[redacted]. Cami, who currently works as an operator earning $[redacted] a week, cannot afford to lose this money. I've spoken with various supervisors at the airline, including Rubina and Blanca, but Blanca was particularly unhelpful and refused to listen to our situation. We are now requesting a full refund of $[redacted].20. Any assistance with this matter would be greatly appreciated. Thank you, Ruth

I experienced delays with my Uber ride despite arriving 20 minutes early. At the desk, I requested a flight for Thursday, September 10th but was informed there were no earlier options available when I needed to leave urgently. Even after explaining my financial difficulties after crossing the border to T.J, I was given the same response. I had to borrow money to book a $90 flight with another airline. I am seeking a refund or credit due to this inconvenience as I have been unable to reach anyone for assistance. My return flight was itinerary number #[redacted][redacted] from San Diego to Las Vegas, Nevada. - M.G.

Regarding Reservation ZYJWYM for Carol Rae and Donna Hartshorn: I have sent two emails without a response. When we booked the reservation, we did not anticipate the challenges brought about by COVID-19. While other airlines have allowed for up to a year extension, Frontier only offered us three months. Due to our age and underlying health conditions, we are unable to travel outside our area until the situation improves. Donna Hartshorn is recovering from lung cancer and surgery, making her especially susceptible to COVID and the poor air quality caused by the fires. Carol Rae, battling multiple myeloma, also faces significant risks. We are kindly requesting an extension of our reservation for up to one year, in line with the policies of other carriers. Your understanding and help are greatly valued. Best regards, Carol Rae

On September 24, [redacted], I traveled from Orlando, FL to Cincinnati, Ohio due to a death in the family. At the Orlando airport, we encountered an issue with an attendant at the desk not wanting to change our tickets, but after contacting customer service, they efficiently accommodated us by moving all three tickets to a later time on the same day for a total of $[redacted]. During my return flight on September 27, [redacted], from Cincinnati, Ohio to Orlando, FL, I encountered a delay at check-in to pay for a checked bag. Despite reaching the gate at 1:55pm, ten minutes before the scheduled departure, I was not allowed to board as the plane had already left. I was then asked to pay $[redacted] per person to reschedule, which I found frustrating given the circumstances of my trip. Frontier's supervisor highlighted their policy of accommodating passengers if the plane leaves early, but I was left questioning why I couldn't board a flight that was still ten minutes away from departure. As a loyal Frontier customer, I was disappointed by this experience. My name is Kenashia Lewis, and I was traveling with my mother, Janita Grove, and daughter, Brianna Lewis.

I purchased flights, baggage, seats, and fees earlier this year, but due to Covid, our trip had to be canceled. The cash credit we received expired in June, with no flights to book before it expired. Consequently, I had to convert it to miles to avoid losing $[redacted]. However, when trying to book new flights, the miles only cover the base ticket price, not the baggage, fees, etc., which I had already paid for. I am disappointed that I now have to pay extra costs. I wish the miles could cover the entire trip's cost or be converted back to cash credit. Despite spending an hour and a half on the phone with customer service - booking, I only received apologies and no solutions. This has been a frustrating experience with Frontier, as they have my money but I cannot use it as intended.

I purchased flights, baggage, and seats early this year, but due to Covid, my trip was canceled. I received a cash credit that expired in June, and since there were no available flights to book, I converted it to miles to avoid losing around $[redacted]. Now, when trying to book new flights, the miles only cover the base ticket price, not the baggage and fees I already paid for. I am seeking to have my miles cover the entire trip cost or be able to convert the miles back to a cash credit for full trip payment. After spending an hour and a half on the phone with customer service, all I received were apologies, and I was informed this is their policy. I find this customer service experience very disappointing. Frontier holds my funds, yet I cannot use them for the expenses I intended them for.