Frontier Airlines Customer Service Issues

My sister and I arrived at Orlando Airport early in the morning on June 14, [redacted], for our Frontier Airlines flight. We faced a long line and were unsure how to proceed as handicapped passengers. Eventually, after reaching the counter around 5:15, we were assisted by a gentleman who checked us in and promised someone would help us board. Despite waiting for 10 minutes and the departure time approaching, no one came to assist us. The same gentleman then personally took us to the Frontier counter, where we unfortunately missed our flight, arriving at 5:48 for a 6:00 AM departure. After this disappointing experience, my daughter quickly rebooked us on a Spirit Airlines flight departing at 7:52 AM. The staff at Spirit were more accommodating, and we were efficiently assisted onto the plane and to our seats. In the end, we landed safely at INDY Airport.

Hello, I am providing proof of a purchase made with American Express credit card ending in [redacted] for a ticket for September 20, flight F [redacted] from Orlando to Denver at 7:15 in the morning on that airline. The purchase was made on September 4, [redacted]. I did not receive a flight confirmation or reservation from you, so I REQUEST A REFUND TO THE SAME CARD. In several calls to the airline, they informed me there is no reservation under my name. Thank you for your prompt response. G.A.M.G. Colombia Mr./Ms. G.A.M.G. We are pleased to greet you and assist you with your request with reference number [redacted] regarding the clarification of your American Express credit card purchase ending in [redacted] for $[redacted].98 USD with FRONTIER AIRLINES AIRL DENVER. After thorough analysis, we confirm that the transaction is normal and was made on: DATE: 05/09/[redacted] AMOUNT: $[redacted].98 USD ORIGIN: FRONTIER AIRLINES AIRL DENVER AUTHORIZATION: [redacted] UNIVERSAL REF. P58LI4N3508XN[redacted] If you remain dissatisfied despite this clarification, we recommend you reach out directly to FRONTIER AIRLINES AIRL DENVER to resolve your concern. Please keep a record of all communications with them. As you are important to us, we are here to support you throughout this process. If you do not receive a satisfactory response, feel free to contact us again. Kindly share any documentation or communications with us for further assistance. G.A.M., we hope this clarifies the situation. If you have any more questions, do not hesitate to reach out through our Customer Support Line. Sincerely, Bancolombia Team

I attempted to cancel my flight from TPA to ISP for October 17-19 but received a message stating I needed to contact the airline directly due to traveling with a low-cost carrier. I was unable to get through when calling and spent over an hour on hold without a response. Could you assist in canceling my flight with Booking ID [redacted] and Reference number FC5BCV? Unfortunately, my business trip was canceled due to Covid spread. Thank you.

I couldn't make it to my flight yesterday morning. My mother had to be rushed to the hospital due to chest pains. I'd like to inquire about changing my ticket to the next available flight from Tampa to Islip. The ticket is for David Walter Smith with booking reference U746KI. Flight F92518, departing from Tampa at 07:22 on September 8, [redacted], and arriving at Long Island Macarthur at 10:10 on the same day. I've been at the hospital with my mother since 5 am yesterday. Please assist me in changing my flight as I was supposed to be at work today. Thank you for your understanding and assistance.

I am currently unwell and had to cancel my flight well in advance. I submitted the required refund form with all necessary details along with a doctor's note explaining my medical condition that prevents me from flying. Unfortunately, I am now unable to recall the specific flight dates (approximately mid to late July) from Phoenix to San Diego. Despite this lapse, I no longer have access to my original correspondence with the refund department to retrieve the flight information. When I reached out, "Mary" informed me that I couldn't access my account details, despite receiving an email from "Pinkey" regarding Refund Request: [redacted]67, requesting a doctor's note stating I couldn't travel for the next 12 months, which was not initially mentioned in the refund policy. "Mary" was unhelpful, avoiding my questions and claiming her Supervisor was unavailable to address my concerns. Ultimately, due to my ongoing battle with cancer, I am seeking a direct and full refund without cancellation fees rather than a future travel credit. Frontier's demand for specific flight numbers and dates poses a challenge as I can't locate my booking confirmation email. While my experience with Frontier has been disappointing, I appreciate your excellent service and commitment to prioritizing people over profits. It's disheartening how some businesses prioritize money over customer care and human connection. Thank you for your kindness and support. Stay safe, get vaccinated, wear a mask, and consider avoiding Frontier Airlines.

My husband and I missed our 7:15 flight from Denver to St. Louis on Monday, the 18th due to the long wait in line to drop off our baggage. The line was chaotic with travelers for different destinations. We were delayed by other passengers, had minimal time to clear security, and ultimately missed our flight. We experienced inconveniences, had to buy essentials, and lost a day of work. We believe charging a rebooking fee would be unfair given the circumstances. Kindly review and consider removing the charge from our credit card. Our names are Patricia and Steven E., and our confirmation number was BFTHUH. Thank you for your attention to this matter.

My husband and I arrived at the airport an hour and a half before our flight. While waiting to check our luggage, we were told we might miss our flight. An employee, Micah Henry, advised us to use the kiosk to get a luggage label since we were already checked in. The kiosk didn't work, so we had to go back in line. By then, 30 people were ahead of us, and we were informed the flight was full. A kind unnamed employee alerted us to the situation. The supervisor we spoke to, Jackie, on duty on 10/28/21 at 7:30 am in Orlando, MCO, was dismissive and unhelpful. We witnessed others facing the same issue, with one woman even crying due to rebooking fees. Since our next flight was too late, we had to book with another airline for our urgent trip to visit my husband's grandmother. It was disappointing that a supervisor handled the situation poorly, especially considering the circumstances. I hope this feedback reaches someone who can address these issues more effectively.

We missed our roundtrip flight from Kansas City to Denver because the flight departed 20 minutes earlier than scheduled. The counter clerk rescheduled our outbound ticket for April 29th and advised us to contact Customer Services to arrange the return flight at no extra cost. Upon contacting Customer Services, we were informed that the airport counter clerk should have handled the entire roundtrip rescheduling. Now, we are being asked to pay a $[redacted] cancellation fee to rebook the return flight. Unfortunately, we were unable to take our flight as planned, and we are left with only a one-way ticket for April 29th. We are requesting to reschedule our return flight to May 1st without incurring any additional costs, as we were initially advised by the airport clerk. We appreciate your assistance in resolving this matter.

Our Frontier flight from Sarasota to Cleveland, flt #[redacted], was canceled after a 5-hour delay just before boarding. Being in a small airport with limited options after 9 pm, I couldn't return to Cleveland until Monday. Since Frontier only flies to Cleveland on Mondays and Fridays, I had to book a flight from Orlando the next morning. I incurred costs for a rental car and a hotel. I filed for reimbursement on 7/24, got approved by 9/01, but was supposed to receive payment in 4 to 6 weeks, which hasn't happened as of November. My attempts to get updates from Frontier have not been successful, even though they promptly handled the cancellation of flt #[redacted] from Cleveland to Sarasota. Despite providing all necessary details and documents for reimbursement, contacting Customer Service has been unhelpful and frustrating.

I received a Flight Alert on August 26 regarding the cancellation of my flight from Knoxville, TN to Denver, CO on September 11 with reference number WE9ZYD. Since the flight was originally booked by a friend using his VISA ending in [redacted], I requested the cancellation and refund of the flight to Denver while he was abroad. The refunded amount of $[redacted].98 credited as a "Credit Shell" on August 26 did not reflect on his statement. Subsequently, I booked a new flight from Knoxville, TN to Denver, CO on September 10 with reference number PFNUJK using my Mastercard ending in [redacted]. I received a $50.00 credit voucher, [redacted][redacted]1. It has been over 30 days since the cancellation refund was supposed to be processed to my friend's credit card without any confirmation. I am seeking assistance in resolving this matter promptly. Thank you, Gert Jan Leenhouts

I have been a member since [redacted] and my Discount Den membership usually automatically renews each year using the card on file. This year, it did not renew without any notification that the payment failed. Upon trying to buy tickets today, I discovered I am no longer a member. I was surprised to find out that I must now pay an enrollment fee to renew my membership. Since I was not informed of the failed payment, I believe the enrollment fee should be waived. I still wish to continue my membership without having to pay extra. Thank you for your attention to this issue.

I made a booking for a flight for myself and my niece from Orlando, FL to Islip, NY on 10/15/21. Unfortunately, my niece, flying in from NC, couldn't make it due to a technical issue on her Delta flight. Despite explaining the situation to the airport representative, only a partial refund was offered for a future trip. I requested a full refund at the desk as this situation was not our fault. I ended up having to purchase a one-way ticket back home and do not wish to use the partial credit. Kindly consider my request for a full refund. Thank you. - E.P.

In October, I made a reservation for a round trip from Stewart Airport to Orlando. My flight confirmation code is FHLY8B, with the initial flight being flight [redacted]. Today, when I attempted to change my seat assignment, I encountered an issue. After contacting the airline, I was informed that the flight scheduled for 2/16/22 had been canceled, and they allegedly sent me an email about it on November 18th. Despite my efforts, I didn't receive such an email. I reached out to several representatives, including a supervisor, but they couldn't provide me with a copy of the November 18th email. Now, I am left with the task of rearranging my flight, as well as hotel and rental car accommodations, unsure if Frontier is capable of effectively notifying me about flight cancellations. I am hesitant to reschedule without a proper resolution in place.

I submitted an incident report on 11-16-21 with no response. Incident [redacted]80. Upon arrival at the airport, a delay notification for my flight was received while in security, changing the departure time to 7:05 a.m instead of the original 6:05 a.m. Despite arriving at the gate by 6:40 a.m., no staff were present. Subsequently, I was informed that the flight had departed as the doors were closed. I have evidence of the initial departure time of 6:31 a.m. on a screenshot. No communication regarding the new departure time was received via email or text. Seeking clarification on the situation and the possibility of a refund due to this inconveniencing experience.

Flight Confirmation Code: OGE6GX. I booked a round trip from LAS to GEG from 12/3/21 to 12/6/21 and made the reservations on 11/7/21. I wanted to pay for a checked bag each way for $38.00 as stated during booking, but I couldn't complete the payment. I also requested wheelchair assistance from check-in to the boarding gate, anticipating early boarding. I skipped selecting a seat. Can someone assist with these matters? For my trip to WA from NV, I know I need a Covid test. How many hours in advance should I get this test? Now, the Frontier Airlines website shows I owe an additional $92.00. What is this for? Your help is appreciated.

I mistakenly paid for a carry-on bag online before my flight, but I actually qualified for a free carry-on. My payment reference number is WBJLJZ [redacted] CO on December 1st. I contacted two customer service representatives over the phone once in Las Vegas; the first one disconnected the call, and the second advised me to speak with the airport check-in agents. Despite consulting three check-in agents at the airport, they directed me back to customer service. I kindly request a refund of the $[redacted] overpayment.

I had to cancel two flights that I booked as a gift for a family member due to their surgery. I reached out to Frontier Airlines for a refund, providing all the requested documentation, but received no response. After numerous unsuccessful attempts to contact them, I was informed over the phone that the refund was denied. I was promised an email with credit for one of the flights, but it was never received. Additionally, despite applying for their credit card and accumulating 77,[redacted] miles, I have not been granted elite status. This whole experience has been very frustrating.

I lost my Texas driver's license and currently have my birth certificate, social security card, a letter from the US Postal Service confirming my address, and received mail. I recently visited Las Vegas, NV in early [redacted]. While in Texas, I received a traffic citation that led to a warrant, but I am paying the fine today. I need to wait for the Department of Public Safety to receive confirmation from the court clerk before I can replace my Texas driver's license. I saw on Frontier's website that they have a process to help individuals in situations like mine by accessing a database for identification. I have a Facebook account with photos and a Gmail account. My phone number is [redacted]. Please assist me as it's Christmas and I need help.

I lost my driver's license and need to get back to Texas. I have my social security card, birth certificate, and a letter from the US Postal service verifying my address. I read on Frontier's website that there are alternative ways to identify a person if they lose their license. I came to Las Vegas to help my sister who broke her hip but now I can't drive. If I could speak to someone at Frontier to discuss this further, it would be greatly appreciated. My contact number is [redacted], my name is Vera Miller, and my email is [redacted]

My spouse and stepchildren had a booking for a flight from DEN to ORD scheduled for 2:30 pm today. Upon arrival, they were informed of a delay until 7:00 pm, causing my wife to miss her connecting flight back home. When she inquired about a hotel voucher, the Frontier staff responded negatively, stating it was not provided for Frontier flights. The delay continued, and upon landing, they experienced further inconvenience waiting in the plane for 30 minutes before disembarking. Subsequently, they endured an hour's wait for luggage, only to be informed it would be another hour. Despite assurances of vouchers during the flight, none were distributed. This situation has been financially and time-wise burdensome and is unsatisfactory. We are requesting a refund and the vouchers as promised.