Frontier Airlines Customer Service Issues

I recently purchased a ticket to fly with another airline and returned on Frontier Airlines. I am requesting a refund of $[redacted] to my credit card. The baggage claim department charged me an extra $[redacted] for slightly exceeding the weight limit on my two bags by 0.4 lbs. This has never been an issue before with Frontier, and I am disappointed by the lack of courtesy shown to me, especially being a military soldier. On top of this, my flight was delayed, and the baggage claim attendant was very rude. I do not want a voucher; I simply want my money refunded. I have been a loyal customer of Frontier for many years and hope that they can resolve this matter to maintain our good relationship. Please address this promptly. Thank you. [redacted]

I purchased a ticket to fly with another airline and returned on Frontier Airlines. I am requesting a $[redacted] refund to my credit card. The baggage claim department charged me an extra $[redacted] for being 0.4 pounds over on my two bags. This has never happened to me on Frontier before. As a military soldier, I expected more courtesy. Not only was I charged extra, but my flight was also delayed, and the baggage claim employee was very rude. I do not want a voucher; I just want my money back on my card. It's disappointing that an airline I've been loyal to would treat a good customer this way. I hope Frontier Airlines can rectify this situation and show good faith by refunding me. I have always recommended your airline to others and hope to maintain a positive customer relationship in the future. Thank you.

Hello, I am Briseyda Juarez and I am inquiring if it is possible to check the status of a refund with a third-party agency named "Kiwi.com". I canceled a flight scheduled for departure on January 30, [redacted], from Frontier Airlines in Salt Lake City to Denver, then to Mexico City with a different Mexican airline, and returning on February 26, [redacted], from Las Vegas with Frontier Airlines. I made the cancellation through Kiwi.com on January 26, [redacted], due to a last-minute family emergency. Unfortunately, I did not anticipate the poor customer service reputation of this agency, leading to delays in processing my refund. Despite their website stating a three-month refund timeline, it has been almost four months with no update. I have tried contacting them without success, and I am now considering reaching out directly to the involved airlines for updates. The booking reference number for the flight is [redacted] [redacted] [redacted], and it included passengers Alexander Juarez and Amparo Trejo Zuniga. Thank you for your assistance. Best regards, Briseyda Juarez

On the evening of May 5, [redacted], I visited Hopper to book a roundtrip flight from Atlanta to Baltimore. Unfortunately, Hopper was experiencing difficulties processing roundtrip tickets, leading me to purchase each ticket separately at a higher cost. Despite this inconvenience, I was determined to secure this specific flight and proceeded with the purchase using the confirmation code LYHQ52 for Frontier Airlines. This morning, I contacted Hopper to request a refund for the ticket due to their app's inability to process roundtrip bookings. Hopper expressed their regrets but explained that only Frontier Airlines could issue the refund. They advised me to reach out to Frontier Airlines for the refund and then follow up with Hopper. Upon visiting the Frontier Airlines website to cancel the flight and obtain a refund, I was charged a $72 fee, but credited $[redacted].98 for future use. Unhappy with this outcome, I prefer a full refund of $[redacted].98 as opposed to a credit, given the situation stemming from Hopper's app malfunction. I have already rebooked the same flight with Frontier this morning at the original price I intended to pay last night. I kindly request that Frontier Airlines refund me the total ticket amount of $[redacted].98 without imposing a cancellation fee, as the issue was caused by Hopper's app malfunction. Thank you.

During check-in, my daughter indicated I didn't need a carry-on since I only have a backpack. This is my first time flying with your airline. I previously flew with Spirit using the same backpack without issues. Now I'm being told I might have to pay for it as a carry-on. Is this correct? I've never had to pay for my backpack as a carry-on with any airline before. My contact number is [redacted]. Address: [redacted] Mustard Hill Ct, St. Augustine, FL [redacted]. My flight confirmation is SFWTTN. Thank you. - Patty Smith

On May 2nd, I had a flight booked to Buffalo, NY. When I arrived, there was no wheelchair available for me, and I got stuck in the handicapped TSA line with my child. At the gate, we found out there was a delay with no clear explanation. We were directed to the frontier front desk, where there was chaos and little assistance for handicapped passengers like myself. We were informed there were no available flights until Wednesday and were not given hotel vouchers. With no family in Orlando, I had to find accommodation for my child and me. Due to the situation, I had to book another flight since I was running out of medication. Despite checking in and our luggage being sent to Buffalo, we were marked as no-shows. Additionally, I had paid for specific seat arrangements and a carry-on. This experience was distressing for both my child and me, and I hope for a refund as I do not wish to fly with Frontier again.

I made reservations with confirmation number tU7YCUYo to take care of my sister, who is having surgery today. I used my usual suitcase, and during check-in, I was asked to pay for it despite never having to before. The agent checked to see if it fit in the carrier holder and said I could pay $89 on the spot or online. Trying to resolve this, my sister ended up paying $97 for the round trip, which I don't need for the return journey. On the plane, my suitcase fit under the seat, but I had trouble with another passenger's larger suitcase blocking my way. The cost of the ticket increased due to a change requested by the doctor, which I understand, but the extra charge for the suitcase I won't use is causing stress. I'm worried about future reservations as my sister has more surgeries coming up. Any assistance would be appreciated as I navigate this situation. Thank you.

I am writing to inform you that my flight was canceled and rescheduled, creating a time conflict that will cause me to miss my connecting flight. A Frontier assistant assured me last Friday that obtaining a refund was feasible. My reservation number is U7TH4F, and my name is Jessica Centeno. Originally, the flight was scheduled for 06:44 am from Atlanta, arriving at 08:00 am in Houston, Texas. The new schedule has me departing at 06:18 pm and arriving at 7:41 pm. Despite my efforts to explore alternative options by contacting Frontier, no suitable solution that aligns with my schedule was provided. I kindly request a refund as I did not intend to alter my original flight plans. Thank you.

On January 10, [redacted], we made a booking with Frontier Airlines for $[redacted].93, settling the payment with a credit card ending in x7234. Unfortunately, the flight was canceled, and Frontier provided us with credits plus an additional $50 for each of the four travelers. On June 24, [redacted], we utilized the credits, vouchers, and paid an extra $[redacted].06 (again on the same card) to secure another flight, which was later canceled, leading to another credit. We recently booked a third flight, combining the total amount and four dollars. However, due to sudden changes in flight times, we had to cancel it. Frontier gave us the choice of more vouchers or a refund to the original payment method. Opting for the latter, Frontier only refunded the four dollars and issued a credit for the remaining sum. Despite seeking a full refund of $[redacted], a refund of $[redacted].06 was only processed, leaving the original $[redacted].93 outstanding. Despite numerous attempts to resolve the issue over the phone, we have not made any progress and are still seeking the return of $[redacted].93 to the original payment method.

Flight [redacted] to Phoenix experienced a 3-hour delay due to an incident with a passenger and a police officer. The staff had to manually calculate the weight of the plane multiple times because of mechanical issues. When I raised these concerns, the staff suggested we could try flying with other airlines. The gate staff also mentioned they couldn't assist with a travel voucher as they had allegiances to a competitor. Our baggage was delayed, and the staff handling the situation were unhelpful and unprofessional. Our latest email still shows the flight as ongoing when we should have already landed. This was the worst flight experience ever, and based on the advice given by your staff, my wife Allison and I will consider flying with other airlines in the future.

On May 20, [redacted], my family and I traveled from Toronto to Buffalo to catch our flight to Orlando for our Disney Trip. Unfortunately, our Frontier flight got cancelled at the last minute while we were at the airport. We decided not to take the next available flight on May 23, [redacted], as it would have disrupted all our Disney plans booked in advance. We had purchased tickets from Southwest Airlines to avoid last-minute disruptions. Due to the cancellation, we arrived at our hotel at 4:00 am instead of the scheduled 8:30 pm. If we hadn't made that decision, our daughter's birthday celebration at Disney would have been ruined, and we would have had to fight to reinstate all our reservations. I am requesting a refund from Frontier Airlines for the US$[redacted] paid to Southwest Airlines and the $75 for checked luggage at the Frontier check-in counter. I have all the necessary receipts and boarding passes for verification.

We traveled from Toronto to Buffalo on Friday, May 20, [redacted], to catch our flight to Orlando for our Disney Trip. Unfortunately, our flight was canceled last minute at the airport, and we didn't want to take the next available flight on May 23, [redacted], as it would impact all our Disney reservations. To avoid last-minute disruptions, we purchased tickets from Southwest Airlines. Our eventual arrival at the hotel was at 4:00 am instead of the scheduled 8:30 pm due to the flight cancellation by Frontier. We want Frontier to refund the US$[redacted] paid to Southwest Airlines and the $75 for the checked luggage at the Frontier check-in counter. We have all the receipts and boarding passes available for verification.

I contacted Frontier Airlines to change my flight, but the representative was rude, difficult to understand due to language barriers, and abruptly hung up on me without resolving my issue. I also reached out to Hotwire, where I made my booking, and their agent also disconnected the call. It's been over two hours since I first called about this problem at 7pm, and it's now 9:21pm. If my concern remains unresolved, I will no longer choose this airline. As a frequent traveler who educates over [redacted] students a year, I use such experiences to teach them about poor customer service. I am highly dissatisfied and frustrated with the service provided by your company.

Dear responsible party, This morning, I purchased two tickets from Miami to Nassau for Saturday, 13th, [redacted]. The reservation number is [redacted]9. During the purchase, it was indicated that a personal carriage was included, which typically refers to a carry-on bag in most airlines. However, upon completion, I discovered that only a small backpack is included, and any additional carry-on would cost $62 each way per person. This discrepancy is unclear in the instructions, and I am not willing to pay an additional $[redacted]. I would like to inquire if canceling the reservation without incurring any fees is possible if the only option is to pay for the carry-on. Thank you in advance. Best regards, Inmaculada

Dear responsible party, This morning, I purchased two tickets from Miami to Nassau for Saturday, the 13th of February [redacted], with reservation number [redacted]9. During the booking process, it stated that a personal carry-on was included, leading me to believe it was a standard carry-on allowance. However, upon completing the purchase, I discovered it only includes a small backpack, with an additional fee of $62 for a carry-on. I find this misleading and do not agree with the extra charge. The instructions were unclear, and I do not wish to pay an additional $[redacted]. If the only way forward is to pay the extra fee, I would like to inquire about canceling the reservation without any penalty. Thank you in advance. Best regards, Inmaculada

I recently tried to book a flight from Philadelphia to Charlotte for one adult and four children two days ago. When I tried to pay $[redacted].00 USD, my debit card was declined. My bank confirmed I had sufficient funds. After contacting customer service, I tried to buy the tickets over the phone but encountered the same issue. I eventually bought the tickets at the local airport with the same card at a higher price. Can I get a refund for the difference since the original price was $[redacted].00?

I experienced a flight cancellation with Frontier Airlines to Atlanta and followed the instructions to rebook through another airline with Tripeasy. However, the promised refund within 12 days never came through. Getting assistance from Frontier has been a nightmare. After filing a claim and providing requested security information, I was still stuck in a loop for two months. Despite one of the flights being double-booked by mistake, American Airlines resolved it, only refunding $[redacted].60 out of the two charges of $[redacted].60 and $[redacted].60. No proof was requested when rebooking through Tripeasy, and now I feel like Frontier is giving me the runaround to avoid issuing the refund. - R.S.

About a month ago, I booked flights with Kiwi for June 6th and 15th but had trouble checking in online. Upon arrival at Guadalajara airport, the check-in process was chaotic with only two staff members present. When it was our turn, we were rudely denied service, insulted, and disrespected by the front desk staff. Despite having all necessary paperwork, we were delayed until after the flight had departed. The behavior of the airline employees was appalling, causing distress to many passengers including myself, a group of women, and a Chinese couple. The staff refused to give their names and made threatening remarks. After numerous phone calls to resolve the issue, I had to purchase a new ticket with another airline to reach San Francisco. The refund for the two flights that were denied service, with booking code QBS7WZ, was promised but the phone lines for inquiries have been consistently unreachable.

My spouse and I recently traveled from Denver to Las Vegas and back. We paid extra for upgraded seats to sit together, but we were not seated in the same row. We believe we deserve a refund for this. Adding to our frustration, the flight attendant advised us to contact customer service for a refund. When I called, I was informed that I could only seek a refund through chat. This left me puzzled as the flight was already over. Having been in the airline industry for more than 20 years, this experience stands out negatively due to the various upcharges and the unhelpful customer service representative. As a result, I may need to explore other airline options in the future.

I had a reservation from Dallas Fort Worth to Orlando for a 3-hour flight with reservation code X2JMKE. After being offered to change my flight date through email, an agent at the counter rearranged all passengers but left my daughter and me behind, leading us to the frontier office. At the office, the supervisor and manager provided us with alternative flight dates, two food coupons we couldn't use, and promised a [redacted]% refund on the ticket. Despite accepting the new itinerary, we ended up stranded at Denver airport without food or medication due to our luggage being on the original flight. Although I have proof of the email offering the changes, I have not received the promised refund, and my attempts to follow up have been unanswered. It is disappointing that Frontier, a reputable company, has not fulfilled what was assured by their manager that day.