I am waiting on a full refund for my round trip flight for *, Conf * X****M, Monday Dec...

GetHuman1696826's customer service issue with Frontier Airlines from December 2018

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The issue in GetHuman1696826's own words
I am waiting on a full refund for my round trip flight for *, Conf * X****M, Monday December * for a family trip with my *yr old twins for their birthday. Upon arrival, when we checked our bags, we were told we were too late to check in, however we were there on time, over ** mins early ( i know the recommended time is *hrs early, however we still had enough time to get to the gate as we are TSA members. My children burst out in tears when they heard the news as they had been so excited for this trip for weeks. The attendant really didn't give us an option, she told us she would give us a full refund or she could put us on an alternate flight of which she said the next flight out would be December *rd. Well I'm sure you can see why we had to decline that, so with the only option of a full refund we had to take it. So I checked my account yesterday and it looks like only $***.** of the $***.** was refunded. I have never see this on any of the other airlines that I have traveled, and my husband and I travel quite often, what I tend to see if someone arrives late (which we did not) is the airline accommodating their customers, rushing them through to try to help them catch their plane, and then if they don't make it, at least the airline and the customer did all they could to try to catch it. So with * very upset *yr olds, on their birthday, we didn't cause a scene and gracefully left. However the least I would expect it that you honor the full refund. Please call me immediately to rectify. Thank you.**Rachael Hartman***********
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Frontier Airlines

Customer service issue
Reported by GetHuman1696826
Dec 5th, 2018 - a mon ago
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Timeline
GetHuman1696826 started working on this issue
Dec 5th, 2018 6:54pm