ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked my friend ********************* a round trip ticket for a flight from ******* to ************** and back. They had considerable delays. So they offered the option of a full refund, which she accepted. They have not yet processed the refund and are not responding to her query. She was on the phone with customer service for 50 minutes and THEN they told her she had to email because they didnt communicate with that department. They have not followed through with the refund and are evading the issue entirely.

  Business response

  07/09/2024

  Hello ****
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  In reviewing your reservation, I see your flight from ********* to ****** was controllably delayed due to operational reasons. If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
  
  Our records indicate that refund has been granted and we will share the refund details down below:
  
  Four last digit of card: XXXX
  Amount refunded : $XXXX
  Credit Card Type: VISA
  Date was refund issued: July 08th 2024
  
  Four last digit of card: XXXX
  Amount refunded : $XXXX
  Credit Card Type: Master Card 
  Date was refund issued: July 08th 2024
  
  Four last digit of card: XXXX
  Amount refunded : $XXXX
  Credit Card Type: Master Card 
  Date was refund issued: July 08th 2024
  
  Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
  
  In relation to the reimbursement for the additional expenses we must respectfully denied the refund, Our department of transportation states the following about incidental expenses: 
  
  A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.  
  
   This information can be found on the following link: ******************************************************************************************;
  
  We aim to be transparent with our customers regarding this information, and you can find our **************** Plan posted on our website at the below link.
  
  **************** Plan | ****************************************************
   
   We sincerely apologize for any inconvenience or frustration this situation has caused you. Your feedback is important to us as we continually strive to improve our services. Thank you for reaching out to handle your complaint.  
  
  Sincerely,  
  
  Customer Relations Specialist  
  Frontier Airlines  

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 16, 2023, I purchased a GoWild Pass from Frontier Airlines for $499.00. I bought this pass with the anticipation of using it to travel between **************, **, and ******, **. However, Frontier Airlines has since discontinued their flights to **************, making the pass unusable for my intended purpose.The nature of my dispute is that despite multiple attempts to resolve this issue directly with Frontier Airlines, I have not received the refund I was promised. I have contacted their support team four times and each time, I was given different promises, including assurances of a refund. I was told to follow up via email, which I have done three times, but I have not received any response.I have been dealing with worsening medical issues that make it difficult for me to travel by plane, and this refund would significantly help alleviate some of my mounting expenses. I hope the BBB can facilitate a resolution and help me get the refund that was promised to me.

  Business response

  07/09/2024

  Hello *****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  We sincerely apologize for the inconvenience and frustration you have experienced regarding your GoWild Pass purchase and the discontinuation of our flights to **************, **. We understand how disappointing this situation must be, especially given your initial travel plans and the additional stress caused by your worsening medical issues.
  
  We are sorry to hear that despite your multiple attempts to resolve this matter with our support team, you have not received the refund you were promised. This is not the level of service we aim to provide, and we regret any added difficulties this has caused.
  
  Please know that we are taking your feedback seriously and will investigate this issue internally to ensure it is resolved promptly. Thank you for your patience and understanding as we work to address your concerns.
  
  In order to proceed to assist you in the best way possible, I would just need a little bit more information on your part. For that reason and for the privacy and security of our customers we ask that you reply with the following: 
  
   Account Number  
  Account first & last name 
  Account phone number 
  Account address 
  Account email 
  
  We appreciate your cooperation, and look forward to hearing back from you. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our flight was delayed 2.5 hours from DEN to *** on Wednesday night 6/26. That delay left us with 50 minutes to reach our connecting flight that was 2 gates away.... We were STUCK on the plane for 45 minutes with no communication of what was going on. The staff was aware of the connecting flight because there were ***** other passengers on the flight with us trying to make the connection to SJU. After no communication... being stuck in a tube for 45 minutes. We ran off the plane only to see the gate desk empty of Frontier workers (it was 2 minutes before the doors should've closed) and to have our bags conveniently taken off the plane with us as DFW - not on the plane to PR like they SHOULD have been. The staff didn't care that someone hurt their knee running to the gate, or that another passenger had a funeral, court date, and wedding to make in PR. NO accommodations were made and because the flight wasn't delayed "3 hours" no refund is allowed. The entire flight was delayed more than 3 hours. They are stealing money and issuing 0 refunds! They have so much control over people's lives, money and time and seem to take full advantage without a care in the world. This is wrong. We should be able to trust our airlines to have empathy and not steal from people when they are vulnerable. I don't see how this airline has an F rating and 1 star and is still allowed to be in business??? They should not be able to take money from anyone AND treat my group or anyone the way that they did.

  Business response

  07/09/2024

  Hello *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I hope this message finds you well. I am writing to confirm that a refund of $XXX has been processed as the final refund amount for your recent transaction with Frontier Airlines. Our ****************** has carefully reviewed your case and ensured that the correct refund amount was applied.
  
  We understand the importance of this matter to you and appreciate your patience throughout this process. 
  
  Sincerely,  
  
  Customer Relations Specialist  
  Frontier Airlines  

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not worth arguing with this company further. I will note that they still should not be a functioning company and deserve to be shut down.
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 9, 2023 I purchased the following flight on Frontier Airlines (confirmation N7MDJY) for a total purchase price of $264.98 (note the departure date and time) - receipt attached.DEPARTING FLIGHT **** ********* (LAS) to ************** (RDU)Depart: 10/2/2023 8:00 AM | Arrive: 10/2/2023 3:36 PM On August 3, 2023, I received an email notification (attached) advising of a change in flight time from 8AM to 11:38PM (changing my travel plans by an entire day). NEW FLIGHT DETAILS: Frontier flight # **** from ***************, ** to *** - **************, **, On October 02, 2023, Departing at: 11:38 PM Arriving on October 3, 2023 at: 7:09 AM.Per the then existing Frontier Airlines policy, any change in flight by more than a prescribed number hours (which my change qualified for) was entitled to a refund. Accordingly, on August 3, 2023 I submitted a refund request and was issued the following incident number: **********-****** (email attached).On August 9, 2023, I received an email response (attached) with an apology for the change in schedule and an offer to issue a full refund. I selected the refund option (via email reply), but have never received a refund, and, after multiple attempts to follow-up via email (there is no phone number offered to resolve disputes), I have never received a response from the airline. I'm hopeful you can assist to resolve this dispute. Thank you.One final problem, the original credit card I used to purchase the ticket (5377 - I can provide you with full details of the old number and the replacement card number) is now expired, so the airline will need to issue the refund to my replacement card.

  Business response

  07/09/2024

  Hello *****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  I hope this message finds you well. I sincerely apologize for the inconvenience and frustration you have experienced regarding your flight change and refund request with Frontier Airlines.
  
  On May 9, 2023, you purchased a flight from *********  to **************  under confirmation number XXXXXX for a total price of $XXX. 
  
  We understand that you promptly submitted a refund request (incident number: ****XXXXXXX) and selected the refund option after receiving our email response on August 9, 2023. It is deeply regrettable that you have not received the promised refund and that multiple follow-up attempts via email have gone unanswered.
  
  Please be assured that we have forwarded your refund request to our revenue department for evaluation and approval. Kindly allow 7 business days for this department to process your request. If you do not receive any refund notices by the 8th day, please contact us immediately for further assistance.
  
  We must inform you that the refund will be issued to the original credit card used for the purchase. Since the original card has expired, you will need to contact your bank for assistance in accessing the funds.
  
  We apologize for any inconvenience this has caused and appreciate your patience and understanding as we work to resolve this matter promptly.
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  HQG

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our flight in ft ********** was delayed causing us to miss our connection in *****. The gate agent offered us 2 $500 vouchers to move our flight to *****. We have not received the vouchers and cannot get a straight answer from frontier.

  Business response

  07/05/2024

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I hope this message finds you well. I apologize for the inconvenience caused by the delay of your flight in ***************, which unfortunately led to you missing your connection in ******
  
  Regarding the delay of 152 minutes, I understand the frustration and inconvenience this caused for your travel plans. Please accept our sincere apologies for any inconvenience you experienced during this time.
  
  Regarding the $XXXX voucher offer mentioned, after reviewing your case, it appears there was a misunderstanding as this amount is not offered by our airline. However, I'm pleased to inform you that as a one-time exception, one of our supervisors has approved a voucher of $XXXX for each passenger affected by the delay. This voucher can be used towards future travel with Frontier Airlines.
  
  As a customer service gesture, affected customers were issued $XXXX vouchers to use towards future Frontier travel, which will expire on August 28, 2024. For your convenience, I have included the redemption details below. 
    
  Voucher Reference Code : XXXXXXXXXXXXXXXXXXX; Passenger Name : ***********************
  
  Voucher Reference Code : XXXXXXXXXXXXXXXXXXX; Passenger Name : *****************************
    
  Keep in mind you do not have to fly by the expiration date, travel just has to be booked by then. For further flexibility, we have extended our booking calendar through April 2025.
  
  We understand that this may not be the outcome you were hoping for, and we apologize for any inconvenience caused. Please be assured that we always strive to provide our passengers with the best possible experience, and we appreciate your understanding in this matter.  
  
  Once again, I apologize for any inconvenience this delay may have caused. We value your business and appreciate your understanding.
  
  Thank you for choosing Frontier Airlines. We look forward to serving you better in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************
  ************************************************ 
  Follow these steps to redeem your voucher: 
    
  1.Visit www.flyfrontier.com and select your flight. 
  2.On the payment screen, select Have a Voucher from Frontier? Add Voucher Here. 
  3.Enter your voucher number in the field provided. 
  4.Select Apply Voucher. 
    
  About your voucher: 
    
  Its not redeemable for cash. 
  Within 90 days of the date of issue, the voucher must be used to book travel 
  There are no restrictions on travel date. 
  Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount. 
  It may not cover the entire cost of the ticket you book. You must pay any remaining balance due. 
  Its not transferable. It may be redeemed only in the name of the passenger to whom it was issued. 
  The name on the new reservation must match the old reservation exactly. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter, flew as an uncompanied minor on frontier airlines on 26 june 2024 on a direct flight from *********, ******* to ****************************. Her luggage never arrived at the airport. We went immediately to the baggage desk at the airport And we were told to wait seventy two hours before filing a claim. At which time we waited and I went on Frontier Airlines website To file a claim. However, the website said that the last name and confirmation number could not be confirmed. I also tried to make contact through customer service which they don't have a phone number for And I even tried chatting online and through whatsapp, Which is frontier airlines preferred communication method with customers and I could not make contact with the customer representative to help me with the issue. We are still missing the luggage all of ots contents and have not been able to file a claim or get a hold of anybody to help us with this issue .

  Business response

  07/05/2024

  Hello *******,  
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  We are very sorry to know your daughter's bag got delayed during her flight F9 2453 on June 26th, 2024 on a direct flight from *********, ******* to ****************************. We extend our apologize since her bag did not arrive at the airport and once you tried to fill the online form 72 hours before as you were told by our airport agent you were unable to do it; we work very hard to provide the best services and experiences to our passengers since we do appreciate our passenger's preference with us, we hold in esteem the time you have taken to let us know this situation we understand your time is value. 
  
  I would also like to make an apology because you could not get in contact with our customer service agents to get an update on your bag. We appreciate your feedback from contact channels; to ensure that our loyal passengers are getting the best customer service they deserve, we will make sure to escalate your feedback.
  
  Regarding your refund request, you have been refunded $XX which was the bags fee to the original form of payment **** card ending in XXXX. Please note the refund will take seven business days to be completed. It may take a few more days depending on your bank's processing time.
  
  To continue with your reimbursement, I can see here your case is assigned to ******* from the *** department she contacted you yesterday July 3rd, 2024. She mentioned they have received your claim information and are using the information on it to search for your bag in their warehouse If it's not located, they will keep going over the files you submitted to figure out what needs to be done and she also mentioned to you that this procedure can take up to 30 days after you submit your claim form.
  
  Additionally, you can use this web portal ***************************************************  to send more receipts to support your claim now that your file is in open status. 
  
  To log in to the portal web you have to use the following information:
  -Last name: ******.
  -File ID: DENXXXXX
  -Click I'm not a robot  
  
  As kindly advice please note that your case is now managed by ***, please contact them through the portal web and they will help you with more updated about the bag.
  
  Thank you so much for choosing Frontier.  
  Our best Regards 
    
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had book a flight on4/3/2024 to ******* to 8/29-9/2. The flight time was from 6:30am- 9:10am) its a group of us with the same flight we going for a birthday. They changed the flight without contacting us til 7:48-10:32am. Remind you its others going on the trip we all book for the same with southwest (I should have used them). I tried calling them and chat with them.. each time I try to chat with them they give me someone Spanish. I went through this for 2hrs then finally they put me with someone that chat in English. At first she was telling me she could not give me a refund I will have to do a flight credit. I told her no I want my money I will never fly with this company again. She did not reply for about 30 seconds ( I do have all the proof) then she finally stated I can give you a full refund it will take 10 business days.. now I have to get another flight and all the flights I have found is now over $546 Im just blow out of more money..

  Business response

  07/05/2024

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am sorry to hear your frustration regarding the change to your reservation: XXXXXX and hope to provide some clarification.  
   
  In reviewing your reservation, I see your flights between ******* and ******* were impacted by a schedule change on June 26, 2024 that moved your flight time by 152 minutes, and your booking would qualify for a re booking option with no additional cost and a 1 year travel credit. 
  
  However, even though this is not a significant delay, a refund was requested and processed as a one time exception on June 29, 2024 in the amount of $XXXX back onto the card on file MasterCard ending in XXXX. Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
  
  Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. 
  
  As of May 1, 2024, passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.
  
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below.  
  
  Customer Support | **************************************************** 
  
  Thank you for sharing your feedback. 
  
  Kind regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Laika M

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Frontier flight was from ATL to ***. Friday June 27th, 2024. Flight time was from 1:36-3pm.I arrived as they closed the doors and representatives told me to hold on/wait.The representatives came back, walked by, and ignored me 2 times.The representatives told us they were doing a count and never came back until they locked the plane doors. When I said hello! They did not respond and completely ignored me. Until I said it louder.We are already checked in from 1130 am, and I was just waiting on my food. No consideration was given and their response showed they clearly didn't care.Flight was scheduled to depart at 136.Arrived at gate at door at 115 because I was waiting for my food in the airport that I paid for.This is my 2nd time traveling with Frontier and their rude customer service.I'm too laid back, chill, and nice as a person that I will not subject myself or my energy to the negativity projected here today.The representatives were very rude and the customer service was VERY poor. ****************** is supposed to mean being the future, the forefront, the adventure of life and travel. Your customer service shows otherwise.Totally unacceptable treatment as a customer.No consideration was given and had to pay 298$ to rebook flight for no reason.Treat people how you want to be treated because karma is real.Good luck Frontier.

  Business response

  07/05/2024

  Hello *********,  
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  Thank you for reaching out to us. We do appreciate the time you have taken to let us know about the situation with your bag during your flight F9 1564 from ******* to ******* on June 28th, 2024. I understand you contacted us regarding the experiences during your flight; I can see here the flight was scheduled for 1:36 PM - 03:15 PM, and you were at the gate door at the moment they closed the doors. 
  
  I would also like to make an apology for the behavior of our airport agents. Please know that we reject those actions, and we strive to provide you with the best services and experience you are worth. We appreciate your feedback from our airport agents during your trip; we will escalate this situation with the station at the airport to make sure our valued passengers are receiving the best customer service they deserve.   
  
  Regrettably, we must inform you that your reservation does not apply for a refund or credit since the flight was performed without any incident. to receive a refund, the reservation must have been canceled within 24 hours of booking and 7 days before the flight. You can check the refund policy on our website. ******************************************************************** . Otherwise, all tickets are non-refundable. For this reason, we cannot honor your refund request for $XXXX since the bookings do not qualify to be refunded.  
   
  Remember, passengers are to comply with our Airport Timeline which is the following: 
   
  2 hours before the flight: ARRIVE AT THE AIRPORT 
  60 minutes before the flight: BE CHECKED IN WITH BOARDING PASS 
  30 minutes before the flight: BE AT YOUR GATE 
  15 minutes before the flight: DOORS CLOSE 
  
  According to our contract of carriage page 11 section 10: ( ************************************************************************;) 
   
  In recognition of the difficulties you faced, I would like to offer you XXXX redeemable miles as compensation and as a one-time exception. Please know that this gesture is meant to convey our sincere apologies and our commitment to making amends for the inconvenience and stress you endured. In order for us to award the miles, we will need you to create an account with us by clicking on the "Sign up today" button.  
  
  After clicking on sign up, fill out all the spaces under "Member info" and "Contact info" with your personal information as it is on your ID so everything matches when traveling. After you've filled out all the spaces, click on Join now and your account will be created. Once you've completed the steps please get back to us and provide us with the following information:  
   
  -Member's account number:  
  -Account first and last name:  
  -Account phone number:  
  -Account address:  
  -Account email:  
  
  I also want to assure you that we are taking steps to address the feedback you've raised regarding our customer service. Your feedback serves as a valuable reminder of the importance of clear communication and reliable service, and we are actively working to improve in these areas. 
  
  I'll be waiting for your response *********, thank you so much for choosing Frontier.  
  
  Our best Regards 
    
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received two emails from Frontier Airlines reminding me that my Discount Den membership would expire in 31 days. Because of these emails I went into my Frontier Membership account and cancelled the Discount Den membership on June 16, 2024. I thought it interesting that I didn't receive an email right away letting me know about the cancellation, but thought it would come eventually. On June 27, 2024, I saw that I had been charged $59.99 for the Discount Den membership and called Frontier. I have been unable to get in touch with any person from Frontier Airlines to discuss this issue and receive a refund. When I call they only talk to Elite members and people who are flying within 24-hours. When I request to talk to them, they do send me a text; however, it does not respond to anything I enter in the chat box. I have tried calling 3-4 times using different options and have tried the text twice all without success. To ensure they don't charge me in future, I did remove my credit card information from my profile and re-cancelled the Discount Den membership. When I cancelled it again on June 27th, I again did not receive an email from Frontier stating it was successful. I would like to receive the $59.99 back that they charged when I cancelled the membership PRIOR to it renewing on 25 June.

  Business response

  07/05/2024

  Hello *******, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I understand the frustration and inconvenience you've experienced regarding your Discount Den membership cancellation and subsequent charges. It's disheartening when proactive steps to cancel a service are not acknowledged or honored as expected. 
  
  Receiving reminder emails about your membership expiration and promptly taking action to cancel it on June 16, 2024, shows your diligence in managing your accounts. The lack of immediate confirmation and subsequent charge on June 27, 2024, despite your efforts to cancel, is understandably frustrating. It's disappointing that attempts to resolve this issue through customer service calls and text chats have been unsuccessful, particularly when seeking a refund for the mistaken charge. 
  
  Removing your credit card information and re-canceling the membership to prevent future charges was a prudent step, given the circumstances. Your experience highlights the importance of reliable communication and effective customer service support, especially in handling membership cancellations and billing issues. 
  
  Your feedback is valuable, and I appreciate you sharing your experience to bring attention to this issue. Our records indicated that the renewal was made on June 26th,2024; meaning that the expiration date will be on June 26th,2025. The charge paid was $XXXX for the renewal, and this is a non-refundable membership. You can find d more details about the terms and conditions here: **********************************************************************;
  
  However, as a one-time exception, I have issued you a refund of $XXXX to the **** card ending in XXXX. The refund will take seven business days to be completed. It may take a few more days depending on your bank's processing time. 
  
  We appreciate your patience and hope to provide you with a better experience in the future. 
  
  Sincerely,     
    
  Customer Relations Specialist  
  Frontier Airlines  

  Customer response

  07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 3, 2024 I was taking my return flight on Frontier Airlines, for which I paid baggage fees that same day. At the time of check-in, the counter noted my bag fee had been applied to a past date of the leg of the flight I had already taken. Even though I showed here that was impossible and that I paid for the bag that day the counter at airport said I had to repay because it had been applied to a past leg that I had already taken. Clearly there is a fault in Frontier's online algorithm. Furthermore, after the counter would not accept the online payment and made me pay for the bag again in person, even after conceding that it was wrong, the airline representative misrepresented company policy to me by telling me I would be able to request a refund for the bag afterwards. Upon requesting a refund with the airline customer service, I was told that it is company policy that there are no refunds for bags. This company is engaging in fraudulent behavior and cheating customers. I would like a refund for my double bag payment.

  Business response

  07/05/2024

  Hello ********, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  I understand the frustration and disappointment you must have felt regarding your baggage fee issue on April 3rd, 2024.  
   
  It's incredibly frustrating to encounter discrepancies and miscommunication during what should have been a straightforward process. We want you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. We have consequently sent to our website team your feedback.  
  Paying for baggage fees on the same day of your return flight, only to be told at the airport check-in counter that the fee had been incorrectly applied to a previous leg of your journey. Despite providing evidence and explaining the situation, you were still required to make a second payment for the baggage fees in person. 
  The promise made by our customer service representative that you could request a refund for the duplicated payment further added to the confusion and frustration. Learning later that those fees are non-refundable. 
   
  Upon review of the transactions on April 3rd I can confirm that there was an issue with the algorithm, because of that as a one-time exception I have issued you a refund of $XXXX to the **** card ending in XXXX. The refund will take seven business days to be completed. It may take a few more days, depending on your bank's processing time. 
   
  We appreciate your patience and hope to provide you with a better experience in the future. 
     
  Sincerely,     
   
  
  Customer Relations Specialist  
  Frontier Airlines   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩