Very Poor Customer Service. Frontier has my money but I can't use it to pay for my trip.

GetHuman5314128's Special Request issue with Frontier Airlines from September 2020

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The issue in GetHuman5314128's own words
Pay for all of the expenses of our trip, ticket, baggage, seats, and fees with the miles that were converted from our cash credit because it was about to expire. ... I purchased flights, baggage, seats and fees early in the year but because of Covid we had to cancel our trip. We were given a cash credit the expired in June. There were no flights to book when our cash credit was expiring so I was forced to convert it to miles so that I did not lose $****. When I attempted to book new flights the miles will only cover the base ticket price and I have to pay for baggage, fees, etc. which I have already paid for. I would like for my miles to cover the entire cost of my trip or to convert miles back to a cash credit so that I can use that to pay for my whole trip. I spent an hour and half on the phone with customer service:booking and i just kept getting apologies. We can't do anything. Very poor customer service! Frontier already has my money but I can't use it to pay for what I want to pay for.
I understand their policy but they are doing nothing to make it better. There is always a work around to make sure that the customer is happy with the outcome. All they could keep saying is if we could we would but we can't.
I would like to be able to pay for all of the expenses of our current trip with the miles credit that I have as a result of a trip we had to cancel in March because of covid. I have already paid for everything and Frontier has my money but they won't let me use the miles to pay for what I want to pay for. I even suggested a work around of giving me a credit and subtraction miles or converting my miles back to a cash credit. They were not willing to budge in any direction than sorry we can't help you.
This is my first time flying with Frontier. Not sure I will ever recommend this airline to anyone else. If they help resolve the issue and make some sort of effort to make it right then I might change my mind.
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Frontier Airlines

Miles
Special Request issue
Reported by GetHuman5314128
Sep 29th, 2020 - 2 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 2930 others
0 customers following this

Timeline

GetHuman5314128 started working on this issue
Sep 29th, 2020 8:50pm
GetHuman5314128 indicated the issue is not fixed yet.
Oct 8th, 2020 9:48pm