Frontier Airlines Customer Service Issues

My son, G. E., recently departed from Raleigh NC airport on a Frontier flight. He has an implanted spinal cord stimulator and carries a medical device ID card for airport security. Upon reaching the security checkpoint, he encountered staff who were unfamiliar with this type of medical device. Despite his wife, an ICU Nurse, trying to explain, they were met with rudeness. Even when my son consented to a pat-down but specified not to touch his foot due to a sensitive injury, the staff responded with unnecessary sarcasm. The lack of understanding and disrespect displayed by the security personnel was disappointing. It is clear they may benefit from additional training on how to handle unique medical situations with professionalism and empathy.

Our flight was overbooked, and we received an email offering a $[redacted] voucher per traveler to change flights. Initially declining, we later accepted. Upon calling customer service again, we were informed Frontier no longer required people to switch flights. However, at the airport early, we found we had no seats. After hours of frustrating discussions, we were eventually offered a flight with United through Chicago, although the boarding passes showed our final destination as Dayton, not Indianapolis. Multiple calls to different customer service agents yielded no solution. One representative, June, suggested flying to Dayton and Ubering home, with Frontier offering $50 compensation for inconveniences. This treatment left us stranded without ensuring our safe return home. The $50 compensation does not cover the stress and time spent. We are seeking a refund for the denied flight home from San Diego, as well as compensation for the rental car and gas to get back home. Immediate contact is requested to address this issue. Walter J and Cathleen Leganza. [redacted].

I had a flight scheduled for 6 am on October 14th from Ontario, CA to Denver, arriving at 9:15 am for a football game. Unfortunately, the flight was delayed to 9:15 am due to a crew shortage, which made me miss my event. The flight was delayed further to at least 11 am. Despite being assured it would be the final delay, the delay caused me to miss my event and the opportunity to sell my tickets. I was told I would be reimbursed and receive an email within 24 hours, but it has been over 30 hours with no update. I am disappointed and seeking reimbursement for my losses of around $[redacted].

I submitted this issue through Frontier's website on 10/15/18. I received an email response denying my request for a refund and compensation on 10/16/18. My experience involved a flight from GSP to MCO on 10/10/18, scheduled to depart at 3:39 pm. However, receiving a notification at 10:18 am that the flight was delayed to 4:26 pm, we arrived at the airport at 3:25 pm. Unfortunately, the flight had been rescheduled earlier without our knowledge, departing at 3:56 pm. We received notice of the new time at 3:58 pm, two minutes after the flight left. I am seeking a refund of $[redacted].40 for airfare, taxes, bag fees, and seat fees, as well as $[redacted] in compensation for utilizing frequent flyer miles with another airline. Looking forward to your prompt response. Thank you. J. & D. Erickson [redacted] [redacted]

My sister and I purchased tickets to see our father in Michigan on September 26, [redacted]. Unfortunately, she did the booking but never gave me the receipt or confirmation email for my transaction. I had to cancel my flight and paid the necessary fees but still haven't received any information. I got an email after the flight had already departed, mentioning a change in my trip dates to October 10-13 with inconvenient layovers. I didn't make this change and had to cancel, incurring additional fees. I am struggling with health issues, 63 years old, on a low income, and feeling stressed about missing time with my father. I just want to receive my receipts and information about my tickets. I've been unable to contact my sister for help. Booking Number: [redacted], Traveling from ONT to GRR at 12:58 am on October 1, [redacted]. Thank you.

I currently have a reservation (#KYNLTT) but unfortunately, I have broken my ankle and am in a hard cast, unable to bear weight. I am using a scooter and crutches for mobility. Can I gate check my scooter and board with crutches? I also have a DMV handicap Parking pass; does this qualify me for a seat closer to the cockpit at no extra cost? Additionally, I have elite status on Frontier, which I believe includes one free checked bag. Do I need to inform the ticket agent about checking a bag, or should I note it online before reaching the airport? If I need to do it online, how can I specify that the bag should be checked without a fee?

My partner, K. Ravizza, and I were on flight [redacted] on October 18, [redacted], which was canceled. We were unable to secure another flight for that day. We were informed the next available flight was on Sunday. I had over $[redacted] worth of US Formula1 tickets for events including Bruno Mars and Britney Spears. I lost my rental car reservation and was unable to find another. Without a car, reaching my hotel 45 minutes from the airport became impossible. Despite my requests, the company's response was unsympathetic. It's now Friday morning, and my event has already begun. All flights from the San Francisco Bay area are sold out. I demand compensation for the financial and organizational losses I have incurred. Please respond via email for further communication and resolution.

Flight [redacted] from SA to DEN on October 20th, with confirmation number CDQF5U, has left me incredibly disappointed with my recent experience. As a frequent flyer with your airline, I have never encountered such poor service until this morning. The flight was delayed for over two hours. Upon boarding, despite being one of the first allowed to enter due to my military status, I was rudely reprimanded by a steward in a grey jacket and blue tie for attempting to place my carry-on in the overhead bin designated for the first row only. His behavior was unprofessional, raising his voice and causing distress to other passengers, including a mother with two young children. His actions were unnecessarily aggressive, making a child cry and exhibiting a lack of customer care. This encounter has left me deeply dissatisfied with the delay, unprofessional conduct, and lack of customer service displayed. I have a significant say in the airline choices for over 1,[redacted] Soldiers, and upon my return to work, I will conduct an internal survey among them regarding their experiences with your airline. Depending on the feedback received, I am prepared to recommend removing your airline from our approved list and discourage its use among military personnel. The experience I had is a clear reflection of the quality of service provided, or lack thereof, which is concerning and disappointing. The behavior exhibited by the steward reflects poorly on the airline and its standards of professionalism and customer care.

On October 17, my flight from Philadelphia to Fort Myers was canceled. I missed the information due to the long line and only learned about it later. A Frontier representative offered $[redacted] towards a new flight. I booked with Southwest for $[redacted] and later received a paper from another passenger with additional details from the Frontier desk. I am seeking reimbursement for the full amount rather than the $[redacted] and $[redacted] voucher. This was my first time flying with Frontier, and it was not a good experience. I hope to get the refund promptly. Thank you, Jean E.

Months in advance, my wife and I had booked flights for a trip to New Orleans MSY. Unexpectedly, I received a text after midnight, less than 12 hours before our return flight, stating that the flight was canceled. Thankfully, I had signed up for flight update texts. We had to quickly find a solution in the middle of the night, booking expensive American Airlines tickets to get us home. Dealing with Frontier has caused our family a lot of stress due to last-minute flight cancellations. We used our Debit Visa cards to pay for the original booking, making it feel like we were paying with cash. It was frustrating to spend double the amount at the end of our vacation. We were left disappointed with the lack of reliability from Frontier, as we've faced multiple cancellation issues with them, unlike any other airline I've used for work travel. The flight affected was FLIGHT [redacted] from New Orleans to Philadelphia on 15th October [redacted].

Subject: Assistance Needed with Voucher Extension Hello, I am reaching out for assistance regarding the expiry date of our flight vouchers. Over the past six weeks, my family has been navigating serious health issues with my mother-in-law recuperating from spinal surgery and a stroke, and my sister-in-law in hospice care due to heart, kidney, and lung failure. Unfortunately, amidst these challenges, we missed the deadline to book our flights for a trip to Nashville in March. I kindly request an extension of the "book by" date for the vouchers to alleviate some stress during these difficult times. Thank you for your understanding and support. Best regards, Bob H. Email Sent on Jun 26, [redacted], 6:54 AM, from Bob Hapka <[redacted]>

We missed our flight from San Antonio to Tulsa to Denver due to a series of communication failures by Frontier. We received conflicting emails about the departure time, which kept changing. Despite being at the gate early and actively seeking updates, we missed the flight as it left earlier than expected without proper communication. We checked airport departure boards, monitored emails, and even inquired with the gate attendant, but were still unaware of the updated boarding time. The lack of announcements and no indication on the departure boards caused us to miss the flight. We are requesting at least a partial refund for the inconvenience and lack of communication. This experience has led us to reconsider flying with Frontier in the future.

My partner and I arrived promptly for our return flight from Denver, CO to Louisville, KY in early October [redacted]. When we reached the Frontier ticket counter, their system crashed. The attendant manually wrote our boarding passes, and we proceeded to security only to be redirected back to Frontier. After a series of back-and-forth, we were provided printed tickets. However, upon arrival at the gate, we had missed our flight. Despite Frontier offering another flight, the inconvenience of my medications being in my luggage heading to Louisville on a different day was unacceptable, particularly with my medical condition. We had to spend $1K on Southwest tickets to get home. Frontier eventually delivered our luggage over a week late and now claims they are not responsible. This lack of accountability is disappointing. I still possess the handwritten boarding pass, and given the circumstances, Frontier's error and subsequent handling are unwarranted. Their customer service has been unsatisfactory, and I am determined to advocate for proper resolution until addressed.

Concern with Frontier Airlines: During my recent trip from Denver, CO to Louisville, KY in October [redacted], I encountered a significant issue during my return flight. Frontier's system crashed when I arrived at the ticket counter, leading to hand-written boarding passes. Subsequently, confusion at security led me back to Frontier, where a clerk apologized and reissued our tickets due to the system being back online. Unfortunately, we missed our original flight when we reached the gate. Despite claims from Frontier of offering an alternative flight, it was not a viable option as my luggage containing necessary medication was on its way back to Louisville. Faced with a critical need for my medications, I had to book a costly Southwest flight to get home. Frontier eventually sent our luggage over a week later. Currently, Frontier refuses to address the situation. As a passenger dealing with health issues, the mishap and subsequent lack of support have been distressing. I am determined to hold Frontier accountable and will advocate for reimbursement of my Southwest tickets until the matter is resolved.

I need to cancel my flight due to health reasons, but I am encountering issues with cancelation fees despite having purchased insurance for this exact situation. I am providing over 3 weeks notice due to a hip fracture. My Confirmation number is [redacted]. Please clarify why the insurance is not covering my cancellation for a full refund. I am at a loss as I have already lost money through this booking. Kindly cancel my reservation with a full refund. I am willing to provide any necessary medical documentation. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance. Sincerely, Darlene (Dee) Thomas.

I travelled from Madison, WI to Denver, Colorado on Frontier flight #[redacted] with my two daughters for a hockey tournament. Unfortunately, our black hockey stick bag containing three hockey sticks did not arrive with our other luggage. When I approached the Frontier counter, the staff seemed unhelpful and suggested that we shouldn't have flown with oversized or sporting baggage. They offered to reimburse us up to $[redacted] to rent hockey sticks, but the problem is our daughters' sticks are custom-made and worth $1,[redacted] collectively. We are now facing additional costs and missed games. I was disappointed by the staff's attitude and their lack of assistance during this frustrating situation.

After our connecting flight from Orlando to Detroit was canceled, your representative assured my mom and me that we would receive a full refund. I was given instructions on a paper that directed me to a website, stating a check would be issued within 14 days. However, your online site mentioned a refund back to the credit card. Fortunately, when the flight was canceled, my mom had her social security check deposited, which helped cover the unexpected cost of booking a return flight with another airline to get home to Michigan. I filled out the online refund form, uncertain if it was the correct one, since contacting a person proved difficult. I received an email confirming receipt of my submission but noted additional information might be necessary. The instruction sheet provided different deadlines, increasing my confusion. I seek clarification on whether the form I filled was correct and when I can anticipate the refund. Will it appear on the credit card statement or arrive by mail? Can I choose the method of reimbursement since the original ticket was purchased with a credit card, but the replacement ticket payment came from a checking account?

I am inquiring about the whereabouts of the 18,[redacted] miles I redeemed to rent a car through Hertz. I made the request on October 5th and was informed that I would receive the certificate via email within 7 to 10 days. Despite speaking with 8 different representatives to follow up on this, I ended up having to pay nearly $[redacted] for the rental last Friday as I did not receive the certificate. Some agents assured me they would call back, but I never received any follow-up. Others claimed it had been sent, but I have yet to receive it. When I provided the Hertz counter in Sarasota with your contact number, they were unable to assist. While I understand the miles may be non-refundable, given the emotional distress this situation has caused me and the unexpected expense, I kindly request that the miles be reinstated or the certificate be sent promptly to my email for future use. I look forward to a resolution.

On July 6th, I was supposed to fly home from Seattle, Washington on Frontier Flight [redacted], scheduled to depart at 7:00 pm. After checking out of my room at noon, I arrived at the airport early to wait for my flight. When I went to the Frontier ticket counter to check my bag, I was informed that they wouldn't be available until two hours before the flight. Despite waiting, upon returning to the counter at 4:30 pm with other passengers, we were told at 4:45 pm that the flight had been canceled. Despite attempts to seek help, the lack of assistance and communication was astounding. I had to book a hotel room for the night and purchase a ticket on another airline to reach home due to the cancellation. As a 58-year-old with back issues, the experience was incredibly challenging. I am requesting a refund for the Frontier flight, the hotel cost of $[redacted].00, and the alternative flight ticket expense of $[redacted].15. The complete absence of Frontier staff during this situation highlights an unacceptable standard of customer service.

I made a reservation for myself and my boyfriend, Arthur Coulon, under the name Leslie Baldi. Unfortunately, he couldn't make the flight due to being hospitalized after a psychotic break. I was informed that I could get a refund for his ticket with proper documentation. My phone, email, and bank account were later hacked. A family friend tried to pay for my luggage using confirmation number I74HYP, but it didn't work. However, using a second confirmation number which I found in my email, she was able to pay for it. At check-in, I was surprised to find multiple reservations under my name, causing confusion about the luggage payment. I boarded the plane with extra security checks due to losing my ID, resulting in disposal of some beauty products over 3 ounces. For my return flight on November 6th, I need to know how to proceed regarding the refund for my boyfriend's ticket and which confirmation number to use to return to Washington. I am puzzled by these issues and would appreciate guidance to avoid further complications. My initial booking was made through Expedia. Thank you.