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:

  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:

  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

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Confirmatyion Number ZGCMXG I recently experienced the sudden loss of my father, which required an unexpected and urgent trip to *****. I had to drive 15 hours to attend to my family during this difficult time, leaving my children in ********. Delta Airlines kindly provided a flight credit for the portion of my trip with them, and I am reaching out to request a similar credit or refund for my Frontier Airlines booking. This would greatly assist me in returning to ******** to be with my children.

  Business response

  07/02/2024

  Hello *******,  
   
  Thank you for reaching out to us. We do appreciate the time you have taken to let us know about the situation with your booking X** with connecting flight ** from ********, ** - to ************ and X** from ************ to ******* on ***, X** We sincerely apologize for your loss and recognize that you are going through an emotionally difficult moment; we understand to care for your family you have to drive to ***** leaving your children in ********.  
   
  I can see here Delta Airlines helps you with a flight credit for your vacation flight with them, and we totally understand due to the situation you are requesting to use a flight credit or refund to be back with your family. We would be happy to assist you in any way we can, respectfully I would like to explain to you we can provide you only with a flight credit for the value of your ticket  $XXX , you can use this credit for extra services, or future flights with us throughout its one-year validity. In order for us to assist you with your flight credit, kindly attach the following data to this email:
  
  -Death certificate or Letter from the funeral director on the letterhead of the Funeral Home. (If applicable, the letter should state the relationship of the deceased to the ticket holder).
   
  As a friendly reminder, the document should be sent in the following formats:  
    
  -PDF  
  -JPG  
  -JPEG 
  
  Besides that, I would like to let you know once the documents are approved you have the option to change your flight without paying the change fee only paying the fare difference of the new flight with one of our real-time customer service agents. 
  
  We will be waiting for your response *******, thank you for choosing Frontier.
   
  Our best Regards 
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an airline ticket through an online agency to fly Frontier from LGA to ATL on May 23rd, 2024 at 5:51pm. The flight kept getting delayed 3 times w/o any notice until it decided to cancel. I paid a total of $319.82 for a round trip through this airline company. They sent me a refund of $107.98 for this one way cancellation w/o taking any other accountability that they left me that evening. Forcing me to buy another last minute ticket through Southwest for $328.98!!When I went to the Frontier kiosk to demand for a refund, the representative handed me a QR code to proceed and fill out a refund claim + a $100 voucher to cover for the inconveniences that they made me go through. I received the refund and NEVER EVER got such voucher that they said they sent to me. Now they said it was already used on June 5th, when I got my refund on June 7th. SCAMMERS!I harassed this online agency thinking that they they were the ones who took it from me but they have been so diligent with their communication, asking me for proof that they ever got it. In contrast of trash Frontier that they dropped all type of communication as soon as I asked for more information and to be transferred to a supervisor about this. The people have to know that this is such a trash company and it should go out of business. Completely unreliable and had the nerves to charge for drinks and snacks after my return flight was delayed for 5 hours!! I spent my whole day, that I could've spent with my family at the airport praying that I had a way back home. I don't even want to experience that feeling again, but I would like to get compensated with the $100 voucher I was promised for my suffering.Reservation code: SYKESV Voucher number that said was already used and I NEVER EVER got #****************** Unimaginable that they give you a voucher w/o any security measure that apparently anyone can use. They also don't have a phone number to talk to someone about this!Trash of a company!

  Business response

  07/02/2024

  Hello ***,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that you're reaching out in regard to your flight on 5/23/2024 from ******** to *******. We understand that you're requesting a $XXX travel voucher. 
  
  We understand your concern, as you state that your flight was delayed several times and then canceled. You state that you paid a total of $XXX for your round trip and you only received a refund of $XXX without taking any other accountability for being left stranded. You state that you were forced to buy a ticket through Southwest for $XXX. You state that you were told that you were issued a $XXX travel voucher, but you never received such a voucher. You're now being told that it was issued on 6/5/2024 and your refund was issued on 6/7/2024. You state that you contacted the third-party agency, thinking that they took your voucher but didn't. You state that we're completely unreliable and we were still charging for snacks on your return flight even though it was delayed for five hours. Further, you state that you were told that your voucher was already used, which means that anyone can use it without any security measures. We sincerely apologize for this inconvenience. 
  
  I appreciate the time you've taken to share your feedback with us. 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. 
  
  On the other hand, we must kindly inform you that we are not able to issue a full refund since you were able to board your return flight. Our guidelines for cancellations, diversions, and delays are based on our **************** Plan #**. 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. We do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. 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. For more information please visit our website ********************************************************************
  
  We understand that you decided to go ahead and travel with a different airline; however, I would like to point out that our Contract of Carriage, which you agree to when completing a reservation with us, states: Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. The foregoing shall be the limit of Frontier's liability for the matters covered by this provision. For more information, please visit our website ************************************************************************;
  
  We do offer food and beverages in-flight for purchase. These are not complimentary, as we would rather pass the cost-savings on to our customers by offering the lowest fares possible!
  
  Moreover, you were issued a $XXX travel voucher on 5/23/2024 which is the same date your refund of $XXXX was issued to the card ending in XXXX. It takes 7 business days for the airline to process the refund. It may take a few more days depending on your bank's processing time.
  
  This voucher has not been used because it can only be redeemed by you and it's valid as it was issued for 90 days. For your convenience, I have listed the voucher number below. This voucher expires on 8/21/2024. You do not have to fly before 8/21/2024, but you must book your travel before the voucher expires. Details and instructions about how to redeem the voucher are at the bottom of this email.
  
  ***********************: XXXXXXXXXXXXXXXXXXX
  
  Nevertheless, as a one-time exception and as a gesture of apology, we would like to offer you XXXX redeemable miles for your flight delay, so you can utilize them on a future flight. However, we can see that you're not one of our members yet. 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 "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 
  
  If you have additional questions or concerns, please don't hesitate to contact us again.
  
  Regards,
  
  Customer Relations Specialist    
  Frontier Airlines 
  ************************************************ 
  Just follow these simple 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, enter your voucher number in the field provided, and select Apply Voucher. 
  Its not redeemable for cash. 
  It must be booked within 90 days from date of issue. 
  Note: There are no restrictions on travel date. 
  Its one-time use, meaning there will be no remaining value after redemption. 
  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. 
  The name on the new reservation must match the old reservation exactly. 
  Voucher can be applied to cover the airfare only and cannot be used towards taxes, fees, or optional services (e.g. seats, bags)

  Customer response

  07/08/2024

   
  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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter and I were supposed to fly out of ******* on Frontier airline on June 21st at 9:00 and get into ******* at 8:32PM the same day. When we arrived at the airport, we found out the our flight was delayed until 1:36PM. I was concerned about our connecting flight so I asked the man at the counter about it and he said not to worry about it because the plane we were on was to one going to *******. So we waited thinking we would be ok. WRONG! The information we were given was not correct and we didn't find out until we were on the plane. If we were given to right information, we could have cancelled and got a different flight. We missed our connecting flight and had to get on one that went to ****** and got to ******* at 8:30 AM on Sunday June 23rd. I have contacted Frontier and they refuse to give me any money back. All they gave me was food vouchers for $50 and vouchers for future travel. I do not want vouchers for travel with them because I am NEVER flying with this airline again. I have never seen an airline that was so unprofessional in my life. With flight and baggage, I spent over $500 and spent over $100 just having to spend money from being in airports for over 24 hours. I would like to get back even $200 from this airline just to cover expenses. I also want other people to know to beware of this airline. It is a scam. There are extra fees for EVERYTHING. Even soda. DO NOT FLY WITH FRONTIER!!! It was an experience from hell!

  Business response

  07/02/2024

  Hello *****, 
  
  We have received your correspondence/communication with the BBB. 
  
  I am sorry to hear that your original flight on June 22nd, 2024, from ****** to ******* got delayed and that caused you to miss your original connecting flight from ******* to *******, so you were rebooked on two new different flight with a layover in ****** and arriving to ******* on June 23rd, 2024. Please, accept our sincere apologies for the inconveniences this situation has caused, we know how stressful and frustrating unexpected changes in our travel plans are. We strive to provide the best experience to our customers when fly with us and it's never our intention inconvenience them. 
  
  We understand that you are requesting a full refund of your flight in the amount of $XXX; However, we cannot honor your refund request sin our record indicates that the flights on booking XXXXXX were boarded. Please note that the reason of the disruption for your outbound flight was due to a controllable reason and when this kind of scenarios happen, we abide to our **************** Plan:  
   
  Controllable Situations are defined as delays, diversions, cancellations, or service delivery failures considered within Frontier's control (such as delayed baggage or flight delays and cancellations caused by some types of aircraft damage, mechanical issues, etc.). 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. 
  
  You can find more information at: **************** Plan | **************************************************** 
  
  I understand that you feel disappointed but must respectfully advise that this is not a situation where we as an airline offer a refund or compensation. However, our records indicate that a travel voucher were issued valid for 90 days as a one-time exception. 
  
  -Voucher: XXXXXXXXXXXXXXXXXXXX; Passenger Name: *************************; Value: X** USD; Expiry Date: 9/20/2024. 
  
  -Voucher: XXXXXXXXXXXXXXXXXXXX; Passenger Name: *******************************; Value: X** USD; Expiry Date: 9/20/2024. 
  
  -Voucher: XXXXXXXXXXXXXXXXXXXX; Passenger Name: *************************; Value: X** USD; Expiry Date: 9/24/2024. 
  
  -Voucher: XXXXXXXXXXXXXXXXXXXX; Passenger Name: *******************************; Value: X** USD; Expiry Date: 9/24/2024. 
  
  Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date. 
  
  To use the voucher via the website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email. 
  
  A few more things to know about the voucher: 
  Its not redeemable for cash. 
  Its valid for 90 days from the date of issue and may not be extended. 
  It may not cover the entire value of the purchase. 
  It may be used only once, so there will be no remaining value after redemption. 
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. The name on the new reservation must match the old reservation exactly. 
  
  We regret that your experience did not meet your expectations. We hope for the opportunity to restore your confidence in our services. 
  
  Sincerely, 
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All bad I been here two days my flight was cancelled last night .. I ask about it when I get a new one . Then I'm told that I need to wait to speak with the manager but she don't know where he is .. I ask to be put on another flight she states she can't do it since I miss it after an hour of waiting for the manager I film this

  Business response

  07/02/2024

  Hello ******, 
  
  We have received your correspondence and communication with the BBB. 
  
  I am sorry to hear that you were unable to travel as planned since your flight F9-1890 from ********* to ********* was changed to F9-1470 and got cancelled due to uncontrollable reasons The flight where you were rebooked got cancelled and finally you were rebooked on flight F9-4928 from ********* to ****** and F9-4969 from ****** to ********** Please accept our sincere apologies for the inconveniences this situation has caused. We know how stressful and frustrating this might be. We strive to provide the best experience to our customers when fly with us and it's never our intention inconvenience them. 
  
  Upon review, I noticed that the flights on booking XXXXXX were boarded, so we are unable to honor your refund request. Additionally, our records indicate that the flight was disrupted due to an uncontrollable situation, and when this kind of scenario happens, we abide by our **************** Plan:  
  Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond re-accommodation on the next available Frontier flight. 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. 
  
  You can find more information at: **************** Plan | **************************************************** 
  
  I understand that you feel disappointed but must respectfully advise that this is not a situation where we, as an airline, offer a refund. However, if you're one of our Frontier Miles members,. As a one-time customer gesture and one-time exception, we'd like to offer you XXXX redeemable miles so you can use them for future flights with us. For us to award the miles, we will need you to provide us with the following information:   
  
  -Account first and last name   
  -Account phone number   
  -Account address   
  -Account email   
  
  We look forward to hearing from you soon.   
  
  Sincerely, 
  
  Customer Relations Specialist
  **********************

*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. ↩