Frontier Airlines Customer Service Issues

I travelled on 6/23/[redacted] from Buffalo to Phoenix with a layover in Orlando. My confirmation number is VBKGSM. We were promised $[redacted] flight vouchers each, which we never received. Our flight to Orlando was delayed, causing us to miss our connection to Phoenix. We were rerouted through Denver with an 8-hour layover, making us late for my daughter's wedding eve in Phoenix. To make it in time, we had to purchase flights on another airline from Denver. I was informed by Jill Sebastian, possibly working for a third party, that my bag was left in Buffalo, needed for the wedding. It was eventually delivered by FedEx but arrived severely damaged. Despite filing a claim, FedEx denied responsibility, asking me to contact Frontier Airlines. I am requesting a refund for both mine and my husband's flights, and compensation of $[redacted] for the damaged bag, as it's now unusable.

I recently received a "Flight Alert" email informing me of a schedule change to my reservation #OECBGQ from ONT to PHX. Unfortunately, I only saw the email today, and when I tried to view my options, I received a message saying no further action is needed. I attempted to call Customer Service, but was unable to get through. I am concerned if my reservation has been cancelled and I need to make a new one. Being 80 years old, I haven't traveled in many years due to my husband's health. My son booked the flight for me, but he is currently unavailable. I would greatly appreciate the assistance of an airline representative rather than handling this online. Thank you for your help.

I have flown multiple times using my personal item measuring 18x14x8, which complies with your personal item size policy. However, during my recent trip, I encountered a discrepancy. Despite being informed at the check-in counter that my personal item fit the requirements, I was later told at the gate that I needed to pay with a credit card. The staff's treatment was embarrassing and dismissive, causing distress to my three grandchildren who were traveling with me. I complied with the request to board quickly, but I was not provided with details of the charge or a receipt, only instructed brusquely. I have always adhered to the guidelines for personal items, and if mine had not met the criteria, I would have paid upfront. I believe an apology is warranted for the poor handling of this situation by your staff. Margarita C. Member # [redacted]4 Flight [redacted] Baltimore (BWI) to Denver (DEN) Departure: 8/3/[redacted] 8:45 AM | Arrival: 8/3/[redacted] 10:42 AM

Regarding Confirmation ICYMPW for the Denver to Fargo flight on August 14th, I have made multiple attempts over several days to add a checked bag for $57 each way ($[redacted] total). Unfortunately, the system malfunctions when proceeding with the payment. After enduring a 30+ minute hold on [redacted], I spoke with a representative for 21 minutes. Despite language barriers, the representative suggested using the website, which was not functioning, and failed to resolve the issue or take my payment. I also attempted to address this through chat but experienced long wait times, giving up after 30 minutes. My proposed solution is for a representative to contact me at [redacted] or [redacted] to finalize the $[redacted] payment for the checked bag over the phone. Thank you. - Patricia C.

I made a ticket purchase for my husband, Ronald A. Cole, from Ontario CA to Denver CO for a round trip scheduled on Sept 6 to Sept 21 through Airborntraveler. I have received an email confirmation with ticket confirmation number X5QZSB. The flights are with Frontier Airlines, Flight [redacted] from Ontario to Denver on Sept 6, and Flight [redacted] from Denver to Ontario on Sept 21. I am seeking assurance that this booking is legitimate and my husband is indeed booked on these flights. Thank you for your assistance. Debra Cole.

While traveling from BWI today, I encountered an issue with the carry-on bag policy. I was unaware that my second bag required an additional fee until I reached the gate. Despite explaining the situation and showing the empty bag, I was pressured to pay $99 to board the flight. This experience left me feeling frustrated and confused as different staff members provided conflicting information. Upon arrival in Denver, I sought assistance from customer service, who acknowledged the error but indicated they couldn't resolve it at their location. Subsequent phone calls to customer service only directed me back and forth without a solution. I am disappointed by the lack of consistency and communication between staff members and seek a refund of the $99 overcharge.

My name is James D. I had a flight scheduled to depart from DFW at around 4 p.m. on 8/28/22 to Tampa, FL. Delays were continuously communicated starting about an hour before the initial departure time, ultimately leading to the flight being canceled at 10:00 p.m. that night. I had to secure a hotel room, pay for a costly Uber, and extend my stay. I was informed we were rebooked on a flight leaving the next morning at 9:30 a.m., only to find out upon arrival that it was also canceled and rescheduled for 10:30 p.m. on Monday. Having missed a day of work, I managed to book a flight to Orlando on the same day in order to make it to Tampa. I am seeking refunds for the charges totaling $63, $27, and $56 for additional seat and baggage fees since I was unable to take the flight. Despite being informed that I could not receive a refund due to prior check-in, I am still seeking repayment.

I recently booked a flight for October 4th to 7th. After checking the dates twice and entering my payment information, my confirmation showed the wrong dates. This occurred just recently, and I have attempted to reach out through various channels, even leaving a voice message as prompted by the menu. I urgently need assistance as I am trying to fly to San Antonio for my child's Basic Training Graduation on October 5th. Thank you.

My flight on 9/21/22 from Ontario airport (CA) was delayed by 1 hour, causing me to miss my connecting flight to Oklahoma. I had to return to the ticket desk for assistance, where there was a long line. After waiting, I requested a new flight for that day, but there were none available. I then asked for a flight on Friday and was able to book the same departure and arrival flights. However, due to rushing, I mistakenly booked the return flight for the same date. This delay caused by the airline has resulted in me missing 2 days of my vacation. I am requesting to extend my return date without any penalties. The morning was very stressful, and I had to incur additional expenses for an Uber ride home. My name is Cynthia H., and I was on the 8:35 departure to Las Vegas from Ontario Airport.

I departed Philadelphia airport for Las Vegas last night. I was assisted by an African American female named Ebony who works for Frontier Airlines. Unfortunately, she failed to tag my baggage despite my inquiry. She reassured me it would be with me on the plane. Upon my arrival in Las Vegas, my luggage was missing. I am now without my belongings for my birthday weekend, causing me immense stress and sadness. Due to Frontier's error, I may have to cut short my trip and return home. I plan to take legal action due to the emotional distress caused. This experience has been extremely upsetting, affecting not only me but also my wife and sons, who are unable to enjoy the vacation. It's disheartening as I had saved for this trip, only to face such difficulties. The missing bag is a black fiberglass suitcase with gray wheels.

Hello, good evening. I am reaching out to you to file a complaint about the delay of my luggage. On September 2nd, I traveled from SDQ to MCO. When I got off the plane, I went to collect my luggage at the carousel. I waited for about 10 minutes, but it never showed up. I then went to the Frontier office at MCO, filled out some forms with my details and address. They said they could send it to me in two days, but the suitcase never arrived. I called again and was informed that my luggage was never sent from Santo Domingo. They promised to provide an update, but I have not received anything yet. It has been 24 days since my flight with you, and I still do not have a clear answer. I also tried to submit a baggage claim online, but the page showed an error. Please, I need a prompt response. Your assistance is appreciated.

I attempted to book a flight on Justfly.com, but encountered an issue, so I booked through Orbitz. Unfortunately, I was billed twice by Alaska and Frontier. Alaska swiftly refunded me, but Frontier was a challenge. After a long hold with no response, I called another number and got through instantly. I explained my double booking mistake with Frontier. They agreed to refund but requested another card for a cancellation fee. Confusing, right? I provided the second ticket's confirmation number and noticed the travel agency was different. I escalated this to my bank and will ensure the refunds come through. Dealing with this has been stressful and confusing.

Subject: Baggage Claim Assistance Follow-Up I am providing an update on the progress of our discussion regarding your baggage claim, # ONTF[redacted]55. To assist with the additional expenses you incurred while waiting for your bags, we require the receipts as previously discussed. Kindly respond with the following details: - Payee's Name - Mailing Address - Original Itemized Receipts (Attach Only) - Bag Received Date Your cooperation is appreciated, and we understand the importance of resolving this matter promptly. Thank you, Stephen Reservations Specialist Frontier Airlines P.S. Your feedback is valuable to us! Participate in our survey for a chance to win 2 FREE round-trip tickets on Frontier Airlines worth up to $[redacted]. Click here to take the survey: [redacted] I have provided all the necessary information as requested. It has been ongoing since July 6, [redacted]. May I please receive an update on the refund process that was assured to me?

I need urgent assistance in updating my flight details. I booked a flight from Cincinnati to Tampa on the 6th to pick up my two children, aged five and one. After booking tickets for myself and my daughter, I realized my daughter's name was not included in the itinerary. I've been trying to resolve this issue through Frontier's customer service portal and app, but have had no success as I keep getting disconnected and have to restart the process multiple times. I urgently need help to correct this before the flight. Thank you for any assistance you can provide.

My name is Rozalia Ostrovsky, and I am 76 years old. I booked a vacation package through Apple Vacations to Punta Cana. However, I was surprised by the high luggage fees. Being a widow, $[redacted] is a significant amount for me. I kindly request for the fee to be waived. Departure: Sunday, November 27, [redacted] Frontier Airlines Bag Fees & Policy Information | Check-in Flight#: 80; Class: M Coach Airline Confirmation: IG8I4X Departing: Chicago - O'Hare (ORD) at 8:15 AM Arriving: Dominican Republic, Punta Cana (PUJ) at 2:54 PM Number of Stops: 0 Return: Tuesday, December 6, [redacted] Frontier Airlines Bag Fees & Policy Information | Check-in Flight#: 81; Class: E Coach Airline Confirmation: IG8I4X Departing: Dominican Republic, Punta Cana (PUJ) at 4:12 PM Arriving: Chicago - O'Hare (ORD) at 7:30 PM

My name is Theresa F. I have a flight booked for tomorrow from Las Vegas to Orlando. I urgently need my confirmation number. Additionally, the birthdays for my boyfriend and me are incorrect, and I would like to update them. Kindly provide the necessary details to my email address as soon as possible: [redacted] For any follow-up calls, please contact a friend in Orlando who is aware of all the details. Thank you.

Good evening, my name is Ángel Vincenti, and I had a somewhat unusual situation with my flight from MCO to SJU. I need to know where to file a complaint or how to get more information. While in line with enough time to board flight #[redacted] at 8:15 AM at gate #24 with confirmation KCFSWJ, I was told to recheck my already verified personal carry-on bag. The airline staff created an extra line to check carry-on sizes, leading to an argument over baggage with a lady that escalated and caused a delay during boarding. This delay resulted in many people missing the flight as the gate closed. The staff was unhelpful about the next flight, so I had to purchase a new ticket for my commitment in SJU. I believe the issue was not due to my lateness but rather the delay caused at the terminal, affecting not just me but around 10 to 12 others who missed the flight despite paying for carry-on bags. I appreciate if you could advise me on how to seek a refund or credit for this situation. Thank you.

Subject: Assistance Needed with Flight Reservation Refund Dear Sirs, I have recently learned that I must undergo a second Cardiac Testing on 11/10/[redacted] at University of Cincinnati Hospital. Consequently, I need to cancel my Frontier Flight [redacted] reservation for 11/8/[redacted]. My confirmation number for the booking is XD1UMJ under the names Judith & Thomas Stiens. I have attempted to contact Frontier Airlines for hours without success. Unfortunately, I am unavailable on social media platforms to seek assistance. As my appointment draws near, I urgently require guidance on canceling my flight and obtaining a refund of $[redacted].00. Your prompt response would be greatly appreciated. Thank you, Judith & Thomas Stiens Email: [redacted]

I made a flight booking today for the 15th of November on a website, but later found out the reservation was actually for the 16th of November. After contacting Frontier agent Ariel, I was informed I could receive a refund in credit. Despite my willingness to proceed with the credit, I did not receive further communication. Instead, I was transferred to another agent who denied the credit, claiming it was incorrect information. The agent repeatedly sent automatic messages with a cancellation link and disregarded the credit option previously offered. I attempted to call customer service and waited for 2.5 hours without any resolution. I am disappointed by the lack of accountability and poor customer service provided by Frontier in this situation.

I recently encountered a frustrating issue while trying to check in for my flight. My last name contains an apostrophe, but when attempting to retrieve my boarding pass, I noticed that it was displaying a quotation mark instead. Despite spending over 10 minutes at the kiosk trying to rectify the situation, I was unable to resolve it without the assistance of a concierge. After a lengthy 1 hour and 45-minute phone call, I was informed that my refund would only be $66, which was nonrefundable. Despite feeling mentally drained, I eventually secured a new flight for the next day. Unfortunately, I missed that flight by a narrow margin due to not being able to pull up my boarding pass in time. This situation was particularly stressful given my disability. I managed to catch a later flight after spending extra money on a ticket from another city. However, the credit promised to me for the missed flights did not work when I tried to use it on subsequent flights. The lack of assistance from the desk workers during these incidents has left me feeling extremely frustrated and seeking help for resolution.