Frontier Airlines Customer Service Issues

Good morning, During the Covid shutdown, our flight to MO was canceled, and Frontier offered us a travel credit and a $50 voucher, which we appreciated. In April, Frontier allowed us to turn our travel credit into miles. However, when trying to book our upcoming flights to MCO, there was an issue with the voucher and miles not being applied correctly. Despite explaining the situation, the customer service representative used the miles first and then informed me the voucher could not be applied to airfare. I have been trying to resolve this for weeks as the voucher expires in December, and we only have plans to travel to Orlando. I believe the handling of this situation was unfair. I hope Frontier can address this matter promptly. I wanted to use the voucher for luggage but was informed it cannot be used at all, which seems unjust, especially as a Den member. I look forward to hearing from Frontier before Oct 22. Thank you for your time. Kelley McNally

I paid an additional $66 for priority boarding, seat choice, and a carry-on bag, but the plane was boarded from the rear, making me board last despite the priority boarding pass. The company keeps referring to my seat choice, which is unrelated to paying extra for priority boarding. I am disappointed as the perks bundle I paid for was not received. Thank you for your response and addressing my concern. I understand your policies but am unsatisfied with the experience. Looking forward to better service. - RH Auto-Response: Thank you for contacting Frontier Airlines. Your refund request is under review. For other inquiries, please expect possible delays due to high email volume. Customer Feedback Request: Please complete our survey for a chance to win 2 round-trip tickets on Frontier Airlines: [redacted] Frontier Airlines Reservations Specialists: Maricel and Lyka

I had to cancel my flight twice due to Covid. The first time, I received a credit and rescheduled, only to cancel again due to Covid. My elderly father, who we care for, can no longer travel due to health reasons. As his caretakers, we are unable to leave him alone to travel. I spoke with a representative regarding a refund, but was told it's against your policy. Given the circumstances and changes brought by Covid, I kindly request a refund for our three tickets. Thank you for understanding. Sincerely, Patti F.

Incident: [redacted]91/ Last correspondence 5/25/[redacted]. Due to the pandemic, my spouse and I had to cancel our flight (Conf Code DG19ME) and received a credit for a future booking. Unfortunately, due to medical concerns (including heart surgery complications adding to virus risk), I couldn't meet the 90-day rebooking window. As loyal customers, both over 75, navigating the effects of COVID-19, we kindly request further extension flexibility. Your understanding is appreciated. Thank you.

I accidentally canceled my flight rather than booking for a different date. Upon realizing my mistake, I promptly contacted customer service seeking to rectify the error. Despite my efforts, I was directed to the cancellation policy multiple times. Frustrated, I sent an email requesting a credit due to my genuine mistake, only to be guided back to the policy. In a final attempt, I compiled all my correspondences and penned a letter pleading my case, explaining that as a first-time flyer with Frontier, I struggled with their reservation system. Not being a frequent traveler, this excursion was of immense significance to me, and losing $[redacted] would be a significant loss. As a senior, I implore for some compassion in this matter. I provided Incident #[redacted]41 and voucher #[redacted][redacted] for reference. While considering reaching out to consumer affairs or using social media to highlight my ordeal, I am hopeful for a resolution. Your assistance is greatly appreciated. Thank you, Charlotte

I'm flying from San Francisco, California to Denver, Colorado and I'd like to bring a guitar for my relatives as a Christmas gift. I will carry it on the departing flight but not on the return. I'm allowed one carry-on, one checked bag, and one personal item. I'm unsure if I should place the guitar as my carry-on or my personal item. I have a bag that fits the carry-on dimensions and I'm hoping to bring the guitar as the personal item, but I'm not sure if that's allowed. Thank you for your assistance.

I had a distressing experience with a Frontier Airline representative at the Austin airport. I felt discriminated against for not being fluent in English, which resulted in a terrible treatment. My boarding was denied, and I was unnecessarily put on a connecting flight for over 15 hours, without consideration for my 4-year-old daughter. I want to share that this individual's behavior was extremely inhumane. I am deeply disappointed and do not recommend this airline. After canceling my flight yesterday, the treatment I received today was unacceptable.

In March [redacted], my flights were canceled due to Covid-19, and I was informed I could use the credit within a year. Despite receiving an email stating no cancellation fee would apply due to Covid, I was charged $59.99. I possess the cancellation email but lack a rebooking code. The flight in question is EEHQ2U from Boston to Fort Myers, FL. Currently, I am hesitant to fly and wish to seek advice on how to secure my $[redacted].91 refund.

I believe I may have mistakenly booked a flight for either myself, Dinah Russell, or for Kathy Churchill on the 7th of February or this coming Sunday. Due to medication affecting my clarity, I need to cancel the reservation. If the flight is from Orlando to Houston, it is for Kathy Churchill; if it's from Houston to Orlando, it's for me. I plan to schedule a flight for myself on another date, but first, I must ensure the previous booking is canceled. I attempted to contact you by phone but experienced a long wait time. Given my visual preference over auditory communication, I kindly request assistance in verifying and canceling the reservation. It would be greatly appreciated if someone could reach out to me for further assistance as I am elderly and prone to confusion. Thank you for understanding my situation.

I did not receive my full refund for a canceled flight with Confirmation Code #XCJGKT. The original flight was in March [redacted] from Rochester, NY to Orlando, FL for 2 people, costing $[redacted].60. Initially, I was offered a voucher due to COVID-19 concerns. When I rescheduled for February 17th - 24th, [redacted], I was charged an extra $80.80 for two people. This flight was canceled by Frontier Airlines. After receiving a cancellation email on December 17, [redacted] offering a full refund, I accepted it, but only received the extra $80.80 I paid in June. The airline still owes me the original flight cost of $[redacted].60. I would appreciate assistance in recovering my money. Thank you.

I would like to report that Frontier Airlines claimed to have sent emails on December 17, [redacted], informing all four travelers, including Debra Danese and Carolyn Schwenk, about the canceled flight. However, none of us received these emails despite checking all folders, including spam. We had booked four round-trip tickets with Frontier Airlines from PHL to MIA. After receiving the email confirmation (IF8ZGX) on October 23, [redacted], detailing the flight information and total cost of $[redacted].80, we arrived at MIA on March 2, [redacted], only to find the airline counter closed and no personnel available. The flight was not on the departure board, and our attempts to contact Frontier Airlines were unsuccessful. Having incurred expenses due to the last-minute booking with American Airlines, we seek compensation for the full amount spent as a result of Frontier Airlines' failure to honor our booking without notifying us of any changes or cancellations. We have all the communication from Frontier via email, as well as detailed receipts for all costs related to this issue, totaling $1,[redacted].65.

I have purchased insurance for both my departure and return flights with Allianz Travel Insurance. Each policy is active for [redacted] days from the original purchase date and can be used interchangeably for each flight. I discovered this feature by reading the detailed PDF documents saved for reference. Despite the complexity of the policies (Flight Protection I is 31 pages and Emergency Preexisting Medical is 41 pages), the agent I spoke to at Frontier was unhelpful and rude. After expressing my frustration, she agreed to remove the "no show" label from my March 12, [redacted] flight. Due to my social anxiety and PTSD, I find it challenging to deal with such situations and wish to speak to a more compassionate and accommodating representative. Thank you.

I arrived at Salt Lake City airport on Saturday night to find all the ticket windows for Frontier Airlines empty. There was no one in sight to help, just a small note with a phone number to call. The flight was canceled, but reaching the number provided only resulted in being put on hold with unbearable music. After no one answered for 10 minutes, I was at risk of being stranded until Delta employees assisted me in booking a new flight for an extra $[redacted]. The lack of assistance and customer service from Frontier Airlines left me extremely dissatisfied. It was chaotic with no one to guide passengers or provide information. If I do not hear back from the airline, I plan to leave a scathing review on social media. The incident took place on Saturday, March 13th, for the 10:50 flight to Denver. This experience has left me unwilling to recommend this airline to anyone.

I received the following email regarding a schedule change from Frontier Airlines. Here are the details: Confirmation Code: YGZ28X Dear Valued Customer, Frontier Airlines has recently adjusted some of the flights in my itinerary. Please review the new information by clicking the link below: Accept Schedule Change We apologize for any inconvenience and appreciate your understanding. Thank you for choosing Frontier Airlines. The Frontier Team For Group Travel bookings, please reach out to your Frontier Group Representative for assistance. If you have a rental car reservation, note that it will not be automatically updated. Contact Frontier Reservations for any changes needed.

In February, I booked a flight with Frontier from Nashville to Las Vegas using booking reference BETBJX. The price and schedule were great, and it was a non-stop flight. However, I was extremely disappointed to receive an email this morning regarding a drastic change in my flight schedule. The new schedule includes leaving 3 hours earlier and having a 10-hour layover in Denver before arriving in Vegas at midnight. It's absurd for a reputable airline to subject customers to such a long layover for a domestic flight. This change has disrupted plans my wife and I had to meet friends for dinner in Vegas since we are only staying for one night. I'm not looking for apologies, excuses, or future flight credits. I simply want a refund considering the inconveniences and time wastage caused by this sudden alteration. Dr. Dennis Thompson

I flew with Frontier Airlines last Monday, 3/29/21, from Reagan Airport to Phoenix, AZ. Unfortunately, my flight was canceled due to bad weather and a flat tire. After a delay, I had to re-route through Washington D.C. to Denver and finally to Phoenix, arriving without my baggage. Despite being assured it would be in Phoenix, it wasn't. I've been struggling to locate it, seeking help from the airport and customer service lines. I was advised to file a claim online but finding the right information has been challenging. I'm at a loss and would appreciate any guidance on how to proceed with getting my luggage back or filing a claim.

I had initially booked a flight to Orlando and checked in two bags. However, last minute I changed my plans and flew to Miami instead. Despite being assured my bags would be in Miami upon arrival, they were not. After being given conflicting information about when my bags would arrive and no follow-up calls, I made two trips to the airport. An employee mentioned my bags would be at baggage claim but they were not located there or in the office. My details were taken down, and I was told someone would contact me. I am eager to find out the whereabouts of my bags.

I encountered numerous issues while trying to book Flights online. Despite several attempts, I faced challenges in completing the final step. Following online advice, I contacted Frontier customer service. When speaking with the agent, I explained the problem and inquired about waiving the $25 fee for booking three tickets. Initially, I was assured the fee would be waived, only to discover post-booking that it could not be removed. Despite this, I proceeded with the booking due to the urgency of securing specific travel dates. I was disheartened by the agent's misleading information. This experience has left me dissatisfied, and I feel it should be reported to prevent similar issues for others. Thanks, Grace E.

I flew with Frontier Airlines on flight F9 10 from Cancun, Mexico on Sunday, June 6, [redacted], departing at 6:22 pm. We checked in 2 pieces of luggage, and one of them was opened, and items were taken out, which we only discovered upon opening the luggage today. The belongings that were taken are: 1. A new Versace perfume bottle valued at $[redacted].00 USD. 2. A box with a pair of 18-karat Gold earrings valued at $65.00 USD. This is all that was stolen from the luggage. Claim #F9 [redacted]. Under the name Natacha Figueroa Barciela. SEQ. [redacted]. SEAT. 29E. I request an investigation into the matter, for the items or their value to be refunded. Actions like these degrade the airline's excellent work, and the perpetrator(s) must be held accountable for their criminal behavior. I await your attention and response. Phone: [redacted] Juan Bautista Nieto García (husband) Email: [redacted]

I made a reservation for my son and myself to fly from SFO to ATL today at 1:45. However, the flight got delayed until 3:45. Upon arriving at the airport, we were informed that the flight was overbooked, and we couldn't board. We were presented with two options: either take a flight at 10:30 pm, spend 6 hours at the Denver airport, and arrive in ATL at 6:45 AM or wait until Thursday to fly. As my son is young and cannot stay up all night, and I cannot wait several more days to travel, we had to opt for an alternate flight. Frontier provided a refund of $[redacted], but I had to pay $[redacted] per ticket for a Delta flight and book a hotel room for $[redacted]. Unfortunately, Frontier refused to cover these additional expenses, leaving me $[redacted] out of pocket. It is disappointing that despite my confirmed booking, I had to incur extra costs due to circumstances beyond my control.