Frontier Airlines Customer Service Issues

I had a flight scheduled for August 26th from San Antonio to Las Vegas to celebrate a special birthday. Our confirmation number is 17CZ3Z, flight at 4:20 PM. We arrived at the airport 2.5 hours early and headed to our gate 30 minutes before boarding, only to find out it had been changed without any notice. After inquiring, we were informed of the new gate by a kind gentleman. However, upon reaching the new gate, we were denied boarding by a lady claiming we were 2 minutes late. Despite the plane still boarding, she refused to let us on. We were left disappointed by the lack of communication and rudeness displayed. Requesting a $[redacted] credit for the inconvenience as we had to book another flight costing $1,[redacted] one way and wait an additional 5 hours at the airport. Thank you. - H. Rakowitz

Hello, I wanted to share my experience with a recent flight on Frontier Airlines. On September 8th, Flight [redacted] from Phoenix to Denver was delayed by over 4 hours, causing me to miss my connecting flight [redacted] to Detroit. Despite speaking with two different customer service representatives who assured me that I would be assisted in finding an alternative flight, upon arriving at the airport, I was informed that I would not make it to Detroit. The staff stated it was due to a weather issue, yet the pilot mentioned it was a problem with the specific plane they were waiting for. Ultimately, I had to purchase tickets with another airline to reach my destination. Frontier only offered to refund a portion of the Denver to Detroit flight, which was only $79. I also had to pay additional baggage fees on both Frontier and the alternative airline. I am requesting a full refund for the $79 flight to Detroit and the $80 baggage fee. I would also like the same refund for another passenger, Alec Bain, who was traveling with me but under a separate booking. My confirmation number is U5MS2S. Thank you for your attention to this matter. - Sandy Scheppler

I traveled to Trenton NJ airport on 9-7-18 for a 6:44 a.m. flight to Atlanta GA. Arriving at 6 a.m., I found no one at the service desk for assistance, and no other passengers around. A security person mentioned that the service agent had gone downstairs and wouldn't return, advising us to use the kiosks or check in online, which he knew were shut down. The online check-in was unexpectedly closed, even though it was such a simple step at that point. We only needed the boarding pass barcode as per the security guard. The check-in person was visible on the bottom level from where we were on the upper level. A family of (5) also arrived later for the same flight and received the same unhelpful advice. Unfortunately, we missed a funeral due to the insensitive behavior of the staff. Despite not being two hours early, we have arrived closer to departure time before and were accommodated in the past. This experience was upsetting and distressing as support was needed during this tough time. The security guard's attempts to help were futile when he was informed that the agent wouldn't come back to the desk. It was a disappointing lack of customer service. I discovered that this was not an isolated incident upon inquiring. Witnessing other passengers upset over their canceled flight to Charlotte NC added to the distress. It highlighted the glaring need for better and friendlier customer service. This whole experience was deeply unsettling.

I made a flight reservation with Frontier Airlines on Sept. 10th at 6:00pm. My confirmation code is J8LPXZ for a flight to Des Moines University for a graduate school interview. The next day, at around 8:30pm on Sept. 11th, I realized there was a scheduling conflict for both my interview and my husband's interview at the same university. We both need to be there a day earlier and leave at different times. I'm aware of the 24-hour refund policy and attempted to reach a representative within 26.5 hours of booking to cancel, but Frontier's automated system made it impossible to speak to anyone. I'm two hours past the refund timeframe and seeking a full refund. I believe this is a fair request considering the challenges I faced in contacting Frontier promptly. I hope you can understand my situation and grant the refund.

I had a return flight scheduled for September 14 at 6:24 PM from Trenton, NJ to Chicago, Illinois. After attending our Grandson's United States Coast Guard graduation in Cape May earlier in the day, we arrived at the terminal with seven passengers and a rental mini-van full of luggage. While returning the van keys, an announcement for passengers with young children to board was made. When I returned from the restroom, my family was at the Frontier desk, only to find it closed 45 minutes before departure. Despite seeking help from a security guard, we were unable to reach any Frontier employees. With our Grandson on leave and eager to see family before his next duty station, we were left stranded as the plane departed without us. Faced with limited options, we decided to drive almost 1,[redacted] miles home instead of risking another flight. It was a tiring and costly ordeal, and we were disappointed by the lack of assistance from Frontier staff, especially considering our military connection. Customer service in this situation was truly unacceptable.

I bought a round trip flight from GDL to FAT for 9/1 to 9/18 on Frontier, later found out it was a Volaris flight. Unable to check in with Frontier online for the 9/1 flight, as Volaris did not recognize the provided codes. Forced to go to Volaris at GDL airport for check-in. Trying to check in for the return flight is worse, as neither Frontier nor Volaris help with check-in. Frustrated and need assistance. John Spec, booked on Frontier flight # F96951 at 1:05 am on 9/18 from FAT to GDL, needs to speak with someone who can assist with check-in. Contact at US cell ([redacted]) or Mexican cell (52-[redacted]). Resides in Chapala, Jalisco, Mexico. Frontier needs to improve customer service for Volaris-operated flights, or risk losing business from the large expat community. Please help me get checked in for the flight I purchased. Thank you. John Spec.

I recently booked a round trip flight from GDL to FAT with Frontier Airlines, which had me on a Volaris flight. I encountered issues checking in online with Frontier and was directed to Volaris, but their site didn't recognize the provided codes. I had to visit Volaris at the airport to check in. Now, attempting to check in for my return flight is even more challenging. Neither Frontier nor Volaris offer a solution for online check-in, causing immense frustration. I urgently need assistance in checking in for my Frontier flight from FAT to GDL. My name is John S. and I reside in Chapala, Jalisco, Mexico. It's crucial that I speak with someone who can help me check-in successfully. If Frontier cannot provide adequate customer service for flights operated by Volaris, it may affect our community's perception of their services. I can be contacted at my US cell (***-***-****) or Mexican cell (**-***-***-****). Your prompt assistance is greatly appreciated. Thank you.

I booked a round trip flight from GDL to FAT departing on September 1st and returning on [redacted]. I purchased the ticket from Frontier, but they have me on a Volaris flight, which I have flown with before. I encountered issues trying to check in online with Frontier and Volaris, as each directed me to the other without success. It was a frustrating experience, requiring me to physically check in at the airport in Guadalajara. Now, as I attempt to check in for my return flight, the situation is even worse. I am John Spec, with a Frontier reservation to fly on Volaris flight [redacted] from FAT to GDL on September 18th. I urgently need assistance to check in. Please contact me at my US cell ([redacted]) or my Mexican cell (52-[redacted]). I reside in Chapala, Jalisco, Mexico, a large expat community. Lack of proper customer service from Frontier for Volaris-operated flights may deter our community from choosing Frontier in the future. I kindly request help to successfully check me in for the flight I purchased. Thank you. John Spec

I experienced a flight cancellation on June 29 after an initial delay of 2 hours. Following this, I disembarked and arranged and paid for an alternative flight home. I was assured that I could claim reimbursement, up to $[redacted], for the expenses incurred. I completed the necessary forms promptly and submitted them on July 4, [redacted]. A confirmation email was received on the same day, indicating that the refund process was underway, with a promise of a check within 30 days. Today, on September 18, I have reached out to Frontier Airlines for the third time regarding the status of my refund. I reference Incident Number ([redacted]40). I am frustrated by the continuous delays in the approval process and the repeated assurances that it is being investigated. This ongoing situation has left me feeling deceived by Frontier Airlines.

Following surviving Hurricane Flo in North Carolina, my daughter was informed of her grandfather's passing on 9/14/18. We reserved a flight for her and her baby to attend the wake and funeral, scheduled for today, 9/18/18 at 3:40 p.m. to Portland, Maine. Despite checking in early at the airport, her flight was ultimately cancelled at 6:15 p.m. after a day of waiting. It was challenging to reach a customer service representative, and when assistance was finally received after a long wait, the options provided were unsatisfactory, with the next available flight scheduled for 9/23/18, well after the funeral. My daughter faced difficulties in locating her luggage and was left with no choice but to return home with her husband, feeling exhausted and overwhelmed. The lack of sleep due to Hurricane Flo, combined with grief and managing a baby in the airport, has been emotionally taxing. This level of service is unacceptable, and we are seeking appropriate compensation for the distress and the missed funeral.

After surviving Hurricane Flo in North Carolina, my daughter received the news of her grandfather's passing on [date redacted]. We had booked a flight for her and her baby to return home for the wake and funeral scheduled in Portland, Maine. Despite arriving at the airport early and checking in, her flight was eventually canceled around [time redacted], leaving her with limited options. It was incredibly challenging to reach a customer service representative, and after finally speaking to someone, we were kept on hold for over an hour before any assistance was provided. The next available flight was not until [date redacted], well after the funeral. Exhausted from the hurricane ordeal, grieving the loss, and caring for her baby, my daughter was left with no choice but to return home. This experience has been distressing, especially during such a sorrowful time. We are seeking appropriate compensation for the difficulties we faced and the emotional toll of missing the funeral.

I am new to making flight reservations and had a friend help me book a flight from Portland, Maine to Ft. Myers on Frontier Airlines for Dec. 10, [redacted]. Unfortunately, due to unforeseen circumstances, we may need to drive instead. We plan to fly back in April [redacted]. Can we exchange our unused tickets for a credit to use on our return trip? Your help is appreciated. Thank you, Sandra Bucknam

On September 18th, my family and I, including our young daughters, experienced a frustrating delay on Frontier flight [redacted] from Islip, New York, to Orlando, Florida. The lack of communication from Frontier staff during the approximately 6-hour delay was concerning, especially with no clear information on when the flight would depart. As a result, we missed our connecting flight to our final destination, causing us to miss important family engagements. Despite the inconvenience, another airline refunded our connecting flight, showing understanding for our situation. To reach our destination, we had to rent a car and embark on a 6.5-hour drive. Additionally, Frontier mishandled one of our car seats, a costly incident as they are valued at $[redacted] each. Compounding our troubles, a fellow passenger mistakenly took our luggage, further adding to our ordeal. Frontier's compensation of (3) $75 vouchers and $40 for the luggage fee, while appreciated, does not fully address our situation. We simply seek to change our upcoming flight on September 22nd to September 23rd, using the vouchers to offset any costs incurred. Regrettably, when my wife contacted Frontier regarding this change, the staff's lack of empathy and rude demeanor only heightened our frustration. We are hopeful for understanding and assistance in adjusting our flight to rectify this difficult experience.

My flight was delayed twice and then canceled on September 17th, causing me and my girlfriend to miss work on September 19th as Frontier didn't have a flight to Phoenix until the 21st. Even though I saw people checking in for a flight to Las Vegas two hours before departure, Frontier's help desk wouldn't let us switch. When I asked about the next flight to Vegas to drive to Phoenix, they informed me it was on the 20th, but I couldn't stay in Chicago for days and had to request a hotel voucher and meal ticket. After no help from customer service, I called to request a refund of half of our one-way tickets and luggage fees to book with another airline. Frontier offered a $[redacted] voucher per passenger for a different flight, but my family ended up fronting $[redacted] for two tickets home. Despite speaking to a manager who promised a refund for unused tickets and luggage fees, they deducted it from the voucher leaving me out $[redacted]. Frontier issued a $[redacted] voucher each for future flights, but I'm unsatisfied and considering legal action after repetitive unhelpful calls seeking a refund.

Tomorrow, I am flying from Denver to Austin, Texas. I have been assisting a friend of over 50 years with a challenging task related to her late mother. As close friends, we are like family, and I feel connected to her mother, Beverly. To bring back memories of her mother, I initially paid for one checked bag before deciding to add another online. Surprisingly, the airline is asking for an extra $68, more than the cost of my flight and the initial bag fee combined. The website indicated that an additional checked bag should be $25, so I am confused about how taxes and additional charges can amount to over $60. I would appreciate it if you could clarify these charges. Thank you for your time and attention to this matter. - S.G. Stephens

I have been trying to resolve the issue of adding an additional checked bag to my ticket. The website states the charge should be $25, yet I am being charged $68. Frontier contacted me through their frustrating automated system, and I really need to speak to a live person. Unfortunately, I was in an accident and have a subdural hematoma, making it difficult for me to deal with this situation. Despite calling the airline multiple times and sending numerous emails, I am finding this whole experience very frustrating. I need to lie down, but I'm afraid I might oversleep the 24-hour booking window before my flight. I am not familiar with airline protocols, but the significant difference between $25 and $68 needs to be addressed. I am exhausted and feeling disheartened.

Hello, my name is O.E. and I am reaching out for assistance. I had a series of flight disruptions recently. Initially, my flight from Philadelphia to New Orleans on September 8 was cancelled, causing me and my husband, S.S., to miss a funeral. Subsequently, our return flight on September 17 was also cancelled. I explained the urgency of the situation, needing to return home for my premature son's hospital release, but was unable to receive a suitable solution. In a rush, we had to purchase a more expensive flight to New York and drive back to Philadelphia. It was a stressful experience, and I am seeking reimbursement for these alternative flights. Your help in resolving this matter would be greatly appreciated. Thank you.

I am seeking assistance in recovering the additional $1,[redacted].20 spent on top of the Frontier flight that was canceled without a refund. I meticulously planned a family vacation to Disney World, beginning [redacted] days in advance to secure essential reservations. Travel arrangements were a crucial part of this planning, so I selected a Frontier flight from Cincinnati to Orlando. Unfortunately, upon arriving at the airport, I discovered the flight was canceled. After quickly securing alternative flights with Delta, costing $1,[redacted].20, I contacted Frontier for a refund without success. Despite multiple attempts, I have not received any reimbursement. Your prompt attention to this matter would be greatly appreciated. Thank you, Larry Flannery

Hello, my name is Matt Gerjets. I wanted to share my recent experience flying with Frontier Airlines. On Monday, September 24th, [redacted], my flight number was #[redacted], and my confirmation code was B3J3YY. I typically don't complain, but I've faced delays on my last two flights from Denver to Des Moines with Frontier. Both return flights to Denver were delayed by 3 hours, on August 18th, [redacted], and again on September 24th, [redacted]. The most recent delay meant I only got about 2-1/2 hours of sleep before work. I usually fly once a month, and Frontier has been my airline of choice until now. I'm concerned about their punctuality. I hope Frontier can address these issues and restore my confidence in their service. Thank you for your attention.

I am reaching out on behalf of my friend, Vedang. He recently booked a flight from San Jose to Cincinnati to visit his friends and celebrate his best friend’s birthday. Despite facing a sudden change in work schedule, he is eager to return home and surprise his friend. Searching for available options, I came across a flight departing from San Francisco on Friday at 12:59 am, which he can make. Although there is a $99 flight change fee along with a fare difference, totaling about $[redacted], Vedang is hesitant due to the additional cost. I have offered to assist him with the expenses, understanding how significant this trip is to him. He is presently considering canceling the trip as he is unable to cover the extra fees. I am hopeful if there is a possibility to waive the flight change fee, allowing him to pay only the new fare. Your understanding and help in this matter would be greatly appreciated. Thank you for considering our request.