ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Frontier delayed my flight three times. When I arrived at the airport two hours before my delayed flight there was no one there at the counter and all frontier staff were gone. I called and was told by a *** that I could change flights or get a refund. I asked the *** if I took the updated flight and had a change of mind could I still get a refund the *** said yes. I found alternative way home called her back to get the refund and was told it is no longer available only I could get a credit with them. I held in for over 20 minutes only to be told nothing could be done and issued a worthless flight credit that I will never use. I believe frontier knew then had made a major mistake and the same thing happened to several other passengers on my flight. I had to help them get other flights. Frontier ***s have never changed my flight with out a fee. That is how I know they are were not telling the truth about what happened. This airline has ripped me off for the last time I will NEVER fly frontier again. I believe Frontier thinks that they will continue to be a successful business with tons of unsatisfied customers. This is not possible **** my words your company will fold and I will be there to watch it go down. With this way of doing business you will not last long no one wants to fly your airline everyone I talked to about traveling by air told me not to use frontier because of al of the problems all the time. I actually told folks no give them a try. I will never say that again. Frontier has proven that they are the most unreliable airline. Frontier you are considered the ******* of airlines. I will never recommend your airline and will gladly pay extra a a reliable airline going forward. This was such a big joke I was waiting for ****** to come tell me I had been punked. Everything about this airline is a huge joke on the passenger.

  Business response

  10/10/2024

  Hello ******, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am deeply sorry to know that your original flight was delayed three times, and due to that, you did not fly on October 7th, 2024. I want to apologize to know that when you arrived at the Frontier counter at the airport, there was no one to assist you and that all Frontier staff were gone. I understand you called us, and a representative offered you the option to change your flight or get a full refund. You changed your flight, but then you changed your mind, and you contacted us back to get the refund, but the representative told you the flight ticket is nonrefundable. I can imagine your frustration regarding this bad experience, the wrong information provided by a Frontier representative, and all the time you spent on the phone to get a resolution. We are disappointed to hear that your customer service experience was less than satisfactory when at the airport and when you contacted Frontier customer service to see your options. Your experience with our customer service agents should not have been negative in any way, and we regret the lack of professionalism. This level of service is no longer acceptable to us. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers.
  
  I have checked your reservation XXXXXX, and I confirmed your flight information and details. I was able to verify that you paid for these flights using a Frontier voucher for $XXXX and the price difference for $99.96. I confirmed that later you added a carry-on bag at the airport for your flight on October 3rd, from ************ to *****. I verified that your return flight on October 7th was delayed for 2 hours and a few minutes. I was able to confirm we provided a new flight without extra cost for October 8th, from ***** to *************
  
  Please note that since the flight was booked with a voucher, there is no way we can honor you a refund; however, to refund a flight ticket with delay, it must need to be delayed for more than 3 hours; your flight ticket was nonrefundable. I want to apologize for the information you received regarding the options we have and the refund offer.
  
  I have checked the reservation, and as far as I can see, your purchase is not eligible for a refund. Let me explain the reasons why:
  Our tickets are not refundable unless you cancel within 24 hours of purchase, but the flight must be 7 days or more. Unfortunately, your flight does not apply to a refund. I want to mention that this is not a Frontier policy; this is under the guidelines of the Department of Transportation (DOT), and we rely on their guidelines.
  You can validate this information at the following links:
  Our website: *************************************************************************** you can view it under "refunds" and also under "Cancel a ticket.".
  DOT website: *************************************************************************************;
  
  As a one-time exception, I want to provide you with a Frontier voucher for $150 as a customer service gesture and, due to the bad experience, a flight delay.
  
  Here you have the voucher information and details: 
   
  XXXXXXXXXXXXXXXXXX - ****** *****, Value: $XXXX; expiration date: January 7th, 2024.
  
  This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use. 
   
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email. 
   
  Please Note: 
   
  Vouchers are not redeemable for cash. 
  Vouchers are valid for 90 days for booking a flight from the date they are issued. 
  Vouchers are one-time use, meaning there will be no remaining value after redemption. 
  Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom they were issued. 
  The name on the new reservation must match the old reservation exactly.
  
  I understand you do not want to fly with Frontier Airlines again, we still provided the voucher in case you decide to fly in the future.
  
  We value your feedback and are dedicated to resolving your concerns to your satisfaction. Thank you for your patience as we work through this process. We hope to have the opportunity to better serve you in the future.
  
  Thank you for sharing your concerns. We hope to have the opportunity to provide a better traveling experience in the future.
  
  Sincerely, 
   
  Customer Relations Specialist 
  ********************** 

  Customer response

  10/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. However I do believe that this was a totally unnecessary experience that could have been avoided. This situation was a result of the airline manipulating their policies to fit the airlines policy. This is unethical and even with accepting this flight credit the airline needs to make sure staff members adjust schedules to accommodate the delays issued by the airline.
  
  Sincerely,
  
  ****** ****** Handy

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Flight was cancelled due to global outage on July 18, 2024, but Frontier has not returned my money. I was traveling with a group of 8 and everyone has received their refund with the exception of me. Frontier's first excuse for not returning my money was because I put in a dispute with my bank. After contacting Frontier several times, they finally agreed to issue a refund once I submitted a letter from my bank stating the dispute is closed. I issued the letters to Frontier and now their excuse is I have to wait until November 30, 2024, to contact them again about my refund. This is unacceptable! Out of a group of 8, why am I the only one that hasn't received my refund? It is now October, and I should have received my refund for a trip that was cancelled in July. I would like my refund of $559.40 immediately. I am attaching my chat conversations with Frontier along with the letters from my bank and emails to and from Frontier Airlines. I need my money just like everyone else that received their refund. Frontier has tried to take me through H*** and Hot water to get my money back.

  Business response

  10/08/2024

  Dear Fredtina ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I am truly sorry you were not able to catch your flight from ******* to ********** due to the ********* outage on July 18th, 2024. I have checked the reservation, and you filed chargeback on July 26th, 2024. Once chargeback has been filed, we can no longer issue a refund. The dispute will be settled by our Accounting Team and your bank.  
  
  We have carefully read the entire incident and reservation notes, including chats, customer relation emails, and the attached files in the BBB complaint. 
  
  We noticed that we have advised you multiple times, that after a charge back is denied you can resubmit a refund request 90 days after the chargeback was filed, in your case you can resubmit your refund request from October 27th, 2024, and on. 
  
  Nevertheless, as customer service gesture I have submitted a refund request on your behalf directly to our revenue department, this request takes 5 business days to be reviewed, we will contact you back via email with the request outcome. 
  
  We appreciate your patience and understanding. 
  
  
  Best regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  10/08/2024

   
  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,
  
  Fredtina ****

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Frontier charged me $260 of non-refundable fees on an airline ticket for which I purchased a $61 "change for free" fee an their cancel web page that had literally no facts or figures on it, empty labels, so I paid $61 + $260 for nothing on a ticket that I could have changed instead of canceled had I known. On top of that, I thought that the US government ruled that airlines had to have no change,r cancelation fees.

  Business response

  10/05/2024

  Hello *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
   I will be taking care of your concerns you have come to the right place, thank you for being a loyal customer and I will be addressing your current reservation XXXXXX I understand this flight was canceled when you were set to travel from ******** to ******* on 10/18/2024. Travel can be stressful, and unexpected cancellations are never welcome. Were sorry to hear that you were not able to fly with us. I want you to know that Frontier Airlines care about our passengers' experience. I understand the main reason for the voluntary cancellation was personal, keep in mind that when it comes to voluntary cancellation there is our fee policy to be aware of, I understand you are requesting a full refund, please allow me to take over your case
  .
  My research indicates that you purchased a non-refundable Economy fare ticket for confirmation code: XXXXXX. This type of ticket does not qualify for a refund if 24 hours have passed from the time of purchase or for tickets purchased less than 7 days (168 hours) before the scheduled departure time. Respectfully, your reservation does not qualify for a refund. A $99.00 fee was applied per person.
  
  Looks like after the flight cancellation you received a partial credit in the amount of $XXXXvalid for one year exp date 9/30/2025. I understand your concerns of having the flight flexibility.
  
  We know that life can bring surprises and thats why we want to offer some peace of mind for the unexpected with Flight Flexibility. With Flight Flexibility, you can change your flight date or time. Simply add it during your booking on the *************************** or in our mobile app. Then, if you need to make a change, visit My Trips on *************************** or My Flights in the app and make one change for *FREE, up to 24-hours before your first departure!
  
  Keep in mind that the flight flexibility does not protect you from the cancellation charges, only allows you to make a one time use change, waive the change fees but not the fare difference. Fare difference is  change fee is the fee imposed when you change your booking to a new time or date. Fare difference is the difference between the original fare you previously purchased and the new flight fare that you have chosen. ***********************************************************************************************;
  
  Please know that all the remaining fees for canceling your non-refundable reservation have already been waived and the funds have been placed in a 1 year credit for use on a future Frontier flight, as one time exception I waived the cancellation fee and we issue a $XXXX credit that expires on 10/3/2025 under name ******* ******. You do not have to fly before 10/3/2025 but must book your travel before the credit expires. Details and instructions about how to redeem the credit are below.
  
  To redeem your credit:
  -Go to *****************************
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
  -Enter confirmation code: XXXXXX
  -Enter email address: ******************************* 
  
  If applicable, a credit card will be required for any residual value, unlike vouchers, credits can be used multiple times. Travel must be rebooked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. It can be used multiple times as long as it is used up before the expiration date. You can examine the travel credit terms and conditions, as well as the use, on our website by checking the "PLEASE NOTE" section: *************************************************************************
  
  For the most comprehensive information about tickets, ticket validity, and itinerary changes, we encourage you to review our Contract of Carriage at ******************************************************************************. There, you'll find that all bookings are refundable within 24 hours of booking for flights over 7 days from departure. Outside 24 hours or less than seven days from departure, all tickets are non-refundable.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  10/07/2024

   
  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.

  My hope in pursuing this complaint is that it somehow contributes to a more consistent experience, though, where a cancelation does not result in substantial hidden fees and non-refundable charges, based on awareness of these things. I appreciate the resolution from the business, and that helps me for this one instance or occurrence.

  I would like to thank the BBB for your help and I appreciate it.

  Sincerely,
  
  ******* ******

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday September 22, 2024 I purchased two airline tickets from *********, ** to ************, ** Flight# ****. I paid $505.96, as well as an additional $118.00 to upgrade our seats to have more leg room and to sit in the front of the plane.The flight was delayed to 3:28pm at which we boarded the flight. The flight was then delayed again, and we had to deplane the aircraft and were unable to travel. We were advised the next flight would be at 11pm, which was very difficult because I was traveling with a child. I then asked the staff to transfer my ticket from *******, ** to ************ the next day. The new flight was $58.00 cheaper. The flight was transferred, but my I did not select the seat I wanted for that flight. I requested a refund for difference of the flight as well as the upgraded seat fees for a total of $176.00. I was advised I could only get a credit. I expressed to the staff that the experience was horrifying and I do not wish to fly anytime in the near future and wanted my money back. They advised they would not be doing so. I am requesting a refund as it was an airline issue that I could not take the original flight, and I in no way should be penalized for their mishap.

  Business response

  10/05/2024

  Dear ****** *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We are truly sorry for the flight delay; we understand that delays are never welcomed, and we work hard to avoid them. It is never our intention to inconvenience our passengers in any way. We want our passengers to reach their destination in a timely manner. I am grateful that you have brought this to our attention. I have forwarded your experience to the leadership team of the ***************** to ensure that your experience will not be repeated.
  
  I have checked the reservation D962HI and indeed flight F9 1384 ********* to ************ was delayed until after 11:00 PM on September 22nd, 2024. When these events happen, we abide by 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. If your delay for the next available Frontier flight extends overnight, Frontier will provide you, upon request, one night of reasonable hotel accommodation if there is a hotel room available in the area where the delay occurs. 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 this information in our website: *************************************************************************;
  
  As per our **************** Plan, as customer service gesture and with a change fee of $XXXX per passenger we moved your flight for next available flight departing from *************************** to ************ on September 23rd, 2024, this rescheduled flight has been tagged as boarded.
  
  Allow me to share our change policy: 
  
  Changes or cancellations must be made prior to your flights scheduled departure time. If you fail to check-in or to board your flight within the required time (check-in: 60 minutes prior to scheduled departure time; boarding: 20 minutes prior to scheduled departure time), your ticket will be deemed a No-Show Cancellation and cancelled. All subsequent flights, including return flights, on the itinerary, will also be treated as No-Show Cancellations. Please reference the Contract of Carriage for more details.
  Changes to your itinerary are subject to any difference in fare and options prices.
  If your new itinerary is lower in value than your original itinerary, there will be no residual value available to you once you have made the change.
  
  Nevertheless, as customer service gesture on September 22nd, 2024, we extended you $XXXX credit. Your credit in the amount of $XXXX must be applied towards booking a new reservation within 60 days from the date the original trip was cancelled. Your credit will expire on December 21st, 2024. Travel must be rebooked by that date, but travel can be scheduled as far out as the schedule allows to any destination serviced by Frontier Airlines.
  
  To redeem your credit:
  
  -Go to *****************************
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
  -Enter confirmation code: XXXXXX
  -Enter email address: ************************** 
  
  -Available for multiple-time use.
  -Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
  
  If applicable, a credit card will be required for any residual value.
  
  As per the premium seating, we are truly sorry it was not transferred to your rescheduled flight as customer service gesture we have reversed the $XXXX you paid for premium seats and approved a refund. We have refunded the amount of $XXXX to the **** Card 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.
  
  We appreciate your patience and hope to service your travel needs under better circumstances in the future.
  
  Best regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  10/07/2024

   
  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

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a roundtrip ticket on Frontier from ******* to *********. I flew out to ***** on 9/19. I checked in online Saturday 9/21 for my 6:10am flight on Sunday 9/22. I got to the terminal about 4:20am Sunday morning, & printed my bag tag. There were lots of people already hanging around in the Frontier counter area. We soon found out they were only taking certain flight times to be checked in. At that time it was only the 6am departures. If we approached the counter they turned us away & told us to wait until our flight time was called. This proceeded until 6:01 am. At which time they said there was now only 59 minutes left until **************** could no longer check in 6am departures. Then they called the 6:05am departures. Unfortunately they were only able to get a handful of those passengers checked in prior to 6:06 am hitting making it now only 59 minutes until departure for those folks, who were then told to go stand in the rebooking line. My heart sank as I heard that, but being the first in line to get to the counter when they called the 6:10 departures gave me a bit of hope, but the agent was not able to bring up my record & confirm my record locator before it turned 6:11am. She handed me back my ********** & told me I would have to be rebooked. I stood in that line for a very long time, & when I finally got to the counter I was told there were no more flights available to get me home that day. Also, they assured me that they would not pay for a hotel, meals, etc & wouldn't give me a refund for the unused portion of my ticket. I ended up going to ****** to buy a 1-way ticket home for a total out of pocket expense of $446. I have spent countless time trying to call them, and chatting with them. I finally sent an ************ came back pretty much telling me it's my fault but as a 1-time exception would give me a $50 voucher for a future flight. I'm looking for refund of $210 even though their errors cost me $446

  Business response

  09/28/2024

  Hello **** ***
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns. We sincerely appreciate your feedback and the opportunity to address your concerns.
  
  I am truly sorry to hear about the difficulties you faced during your travel from ********* to *******. I understand how frustrating it can be when check-in procedures do not go as expected, especially when it results in unexpected expenses and stress. Your experience is not the level of service we strive to provide, and I apologize for any inconvenience caused.
  
   After reviewing your records, I would like to clarify that a refund for your flight has been processed in the amount of $XXXX. This refund has been issued to the original payment method you used when booking. Here are the details for your reference:
  
  Four last digit of card :XXXX
  Amount refunded : $XXXX
  Credit Card Type: Master card
  Date was refund issued: September 27th 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 
  
  We understand that this situation has led to additional expenses for you, and we truly regret the impact it has had on your travel plans. While we cannot provide a refund for the unused portion of your ticket beyond what has been issued, we hope that the refund already processed reflects our commitment to addressing your concerns.
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flights were Non-stop and changed to ************, ** to ******************* Frontier flight number: #***making a 45 min. flight to a longer flight and by their own stated rules "If your flight is changed by 3 hours or more, you are entitled to refund" We are asking for a full refund, not a credit not partial a "Full Refund"!!

  Business response

  10/01/2024

  Hello *******,
  
  We have received your email correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to us regarding your recent experience with us, I apologize for any inconvenience caused by the schedule changes that occurred with your flights between ******* and *********, where departure flight was changed to have a connecting segment in ****** and would like to receive a refund. I understand how frustrating it can be when travel plans are altered unexpectedly.
  
  While schedule changes can occur due to various reasons, such as operational needs or unforeseen circumstances, it is important to that we provide clear and accurate information to our passengers throughout the process and notifications were sent to ********************  notifying about changes and a self-service portal was provided so passenger could manage options, nevertheless since the booking was voluntarily cancelled on our website cancellation fees applied.
  
  At Frontier Airlines, we strive to provide our passengers with the best travel experience possible, and we do not take schedule changes lightly. Unfortunately, due to unforeseen circumstances beyond our control, we had to make adjustments to our flight schedule. We understand that this can be extremely inconvenient, especially when you have made prior arrangements based on the original timing.
  
  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 | ******************************************************************************* 
  
  Your refund request has been approved, we have refunded the amount of $XXXX to the same payment method used ***** XXXX) and the amount of $XXXX to the same payment method used ***** 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. 
  
  Your feedback plays a crucial role in our continuous improvement efforts. We appreciate your taking the time to bring this matter to our attention, as it allows us to identify areas for improvement and make necessary adjustments to our services. 
  
  Thank you for contacting Frontier Airlines we appreciate your choice; we are looking forward to seeing you onboard soon.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had only signed a one year GoWild pass on 05/2023. There was no auto-renewal check box. Frontier was supposed to send me the email to get confirmation from me for the renewal. However, there was no email. I have never renewed the pass. But, it appeared the credit card transaction was charged on 5/3/24, so I called my credit card bank to dispute it right away. Then, noted it got credit back -$599.00 on 5/4/2024. Then, two months later, there was another $599.00 transaction again 7/8/24. So, I called again to my credit card bank, it should be refunded and bank staff said it will be filed again. However, it has not been refunded because the Frontier said it was an automatic renewal fee and non-refundable and I needed to talk to the bank to be refunded, but the credit card bank said 'I needed to call Frontier to get the refund when I called the bank. They have been passing the buck to each other. Is it right Frontier just charged the fee without the renewal of confirmation?Is it right that the pass is automatically renewed without the customer's decision?Is it right ****************** looks like it was refunded at first, then charged back after 2 months without informing the customer? The pass was canceled when $599.00 was disputed and refunded on 5/4/24. How come Frontier charged $599.00 back on 7/8/24 that was already canceled on 5/3/24. Frontier should have never charged me $599.00 without my authorization. So, it should be refunded.

  Business response

  09/28/2024

  Hello ********** ***
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
   Thank you for reaching out to us regarding your GoWild pass experience. We appreciate your feedback and sincerely apologize for the confusion and frustration youve encountered.
  
   I understand your concerns about the renewal process and the unexpected charges to your account. It is important to us that our customers feel informed and secure in their transactions, and Im sorry to hear that this was not your experience.
  
   After reviewing your case, I can confirm that we see you initiated a chargeback with your bank regarding the renewal fee. Unfortunately, once a chargeback is filed, we are unable to intervene directly in the dispute as it is handled between our Accounting Team and your bank. I recommend that you continue to communicate with your banking institution for updates on the resolution of this matter.
  
   We appreciate your patience and understanding as we navigate this situation
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thu, Jul 25 at 11:10 AM , ****** **************************** wrote:On July 3rd to July 8th, 2024 me and my family flew from ******* to ****************** for my brothers 50th birthday. On our way back from ****************** they notified us while we were in the air that they were stopping in *******, ******* to change crew. They kept us inside the plane for 3 hours without food and only gave us a 4oz cup of water. We ended up landing in ******* around 8:30pm when we paid for direct flights. We were in the plane for almost 12 hours. I paid for a service which was direct flights and that's what I would expect. I work very hard so I can save money to go on vacation and this is the horrible experience I have with Frontier Airlines. Then they want to give me voucher for me to use in 60 days. I don't want there voucher I want my money back.

  Business response

  09/28/2024

  Hello ****** ********
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  Thank you for reaching out to us regarding your recent experience with Frontier Airlines. We appreciate your feedback and are truly sorry to hear about the challenges you faced during your return flight from the *******************
  
   I understand how frustrating it must have been to experience a lengthy delay on the aircraft without adequate food and drink, especially after paying for direct flights. This is certainly not the experience we aim to provide our customers, and I apologize for the inconvenience caused during your travel.
  
   We value your concerns and want to assist you further. To help process your request for a refund, could you please provide the following information for verification?
  Reservation Confirmation Code
  Passengers First and Last Names
  Last four digits of the credit card used to purchase the ticket
  
   Alternatively, if you dont have the confirmation code, you may provide the following details:
  
  Phone number on the reservation
  Email address on the reservation
  Mailing address on the reservation
  Name of the travel agency (if booked through a third party)
  Passenger date of birth
  
  We appreciate your cooperation in this matter and look forward to resolving your concerns as quickly as possible.
  
  Thank you again for bringing this to our attention.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  m writing you this email regarding my flights for Thursday, September 26, 2024 at 9:37 AM leaving ************ going to *************. Both of our flights were canceled, my sister ******** ***** and myself was cancelled due to bad weather conditions. However, I find this to be concerning because my sister and I had to pay $506 for two airline tickets from ************ to ************* on American Airlines so that we wouldnt miss our cruise ship that was scheduled for Friday, September 27, 2024 and leaving at 3:30 PM. Frontier did not accommodate us because the time and date that they were trying to give us would not be appropriate or would or would not be in the timeframe to catch our cruise on Friday, September 27 by 3:30 PM.I realize that safety is first during storm/hurricanes/inclement weather, however, the ******************** remain operable all day long never canceled any other flight other than frontier and this was a huge inconvenience to us because there were other airlines that was flying out and we proof positive that we had to pay $506 to get a flight to ******* The same day that American that frontier was supposed to fly us to *************, but stood us up.I feel that my sister, ******** ***** and myself should be compensated for the inconvenience, financial distress that we were not prepared for and we didnt have $506 to pay for airline tickets, but if we didnt, then we lost our money for the cruise because the cruise did not cancel.The weather in ************ and ************* on September 26, 2024 was sunny; No rain, no wind conditioned . We know because we stayed the night at the ************* in **************Theres no state of emergency so I dont understand why frontier could not commit to , their ******** was no state of emergency and the airport was not shut down. What was the problem that frontier couldnt fly their planes!Let me see, is it because they cant get a pilot like they did last month?

  Business response

  10/01/2024

  Hello ******, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I received your reimbursement and compensation request for a flight that was cancelled, and you had to book another flight with American Airlines for $506 extra. I am very sorry to know that your flight was delayed and then cancelled due to weather. Im sorry you had to deal with this, and I know how frustrating that must have been. It's never our intention to disrupt your travel.
  
  I have checked your reservation XXXXXX. I confirmed the delay and cancellation of the flight, which was uncontrollable for Frontier Airlines since it was cancelled due to weather. I was able to verify that the flight was removed already, and the refund was processed.
  
  I confirmed we removed the flight and processed the refund of $XXX. The refund was processed back to two different ****** cards; the first refund was for $XXXX back to the **** card ending XXXX, and then we have a second refund for $XXXX back to a **** card ending XXXX. The refund was processed on September 26th, 2024. The refund will take seven business days to be completed. It may take a few more days, depending on your bank's processing time.
  
  I understand you are requesting the refund of the ticket you booked with American Airlines for $XXXX. However, I confirmed the reason for the delay of your original flight and cancellation: this was an uncontrollable cancellation for Frontier Airlines.
  
  When it comes to flight delays and cancellations, some situations are within our control and others are not.
  
  Here's how we describe the difference:
  
  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.
  
  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 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.
  
  You will be able to find this information at *************************** on the customer service plan section at this link: *************************************************************************;
  
  However, please note that Frontier Airlines is liable to compensate you for this bad experience and delays and cancellations; however, Frontier Airlines and some other airlines do not cover and reimburse tickets with another airline. According to the ****************************, Frontier is not liable to honor a reimbursement for a ticket with another airline. You can find the information on the Department of Transportation's (DOT) website.
  
  Here you have the link and where you can find it: ***********************************************************************************;
  
  Will be on Cancellation and Delay Dashboard; you will be able to see the controllable cancellation section and controllable delays.
  
  I understand your frustration and how you feel regarding all the inconvenience this has caused you; however, what Frontier Airlines can offer you now is compensation per passenger. As a one-time exception, I can offer you a Frontier voucher for $XXXX per passenger for the bad experience and as a customer gesture.
  
  This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use.
  
  Vouchers are not redeemable for cash. 
  Vouchers are valid for 90 days for booking a flight from the date they are issued. 
  Vouchers are one-time use, meaning there will be no remaining value after redemption. 
  Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom they were issued. 
  The name on the new reservation must match the old reservation exactly. 
  
  Please reply to this email if you will take it; please note we are making this a only one-time exception.
  
  We appreciate your time and apologize for any inconvenience we may have caused you.
  
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 

  Customer response

  10/02/2024

  Where is my refund? Its been since September 4, 2024 and you still havent refined my money. I have not received my package. Whats the problem other than theft?

  
  Sent from Yahoo Mail for iPhone
  

  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a terrible experience on Frontier Airlines flight F9 3110 from DFW to CLT on September 26, 2024. My family (my wife, child, and I) had separate seats, but after takeoff, my child began complaining of a stomach ache. My wife called me over, and since several rows were empty, I moved to sit next to them to provide comfort.While checking on my family, a male flight attendant rudely confronted me, demanding to know why I had changed seats. He refused to let me explain and insisted I return to my assigned seat, completely disregarding the situation with my child. Despite calmly explaining that I wasnt causing any disturbance and needed to sit with my family, he remained rude and inflexible.What was even more upsetting was that he allowed other passengers to change seats without any issue, but specifically singled me out. After much back-and-forth, I had to plead to stay with my sick child. This felt humiliating and unnecessary, especially given the empty rows. The attendant then escalated the situation by making a racially offensive comment, which was both shocking and unacceptable.I asked him to identify himself, but he refused, though being the only male flight attendant on board, identifying him shouldnt be an issue. A fellow passenger, who witnessed the entire incident, is willing to testify to the discriminatory treatment I ********** passenger should ever be subjected to this kind of treatment, especially when dealing with a family emergency. I urge Frontier Airlines to take immediate action against this individual. Im willing to provide more information and my witnesss details if needed.This experience has left me deeply disappointed in Frontier, and I will not be flying with this airline again.

  Business response

  10/01/2024

  Hello ****** *********
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thank you for bringing your recent experience on flight F9 3110 to our attention. We sincerely apologize for the distressing situation you encountered during your journey from *** to CLT on September 26, 2024.
  
  I am truly sorry to hear about the treatment you and your family received from our crew, especially in a moment when you were trying to comfort your child. Your description of the flight attendants behavior and the comments made are deeply concerning and not reflective of the standards we uphold at Frontier Airlines.
  
  We take allegations of discriminatory behavior very seriously, and I assure you that your feedback will be thoroughly investigated. Your experience should not have left you feeling humiliated, and we appreciate you sharing this with us.
  
  In an effort to make things right and as One-time Courtesy  gesture  from customer ******************** , weve issued you a Travel Voucher to use towards future travel. Details and instructions about how to redeem the voucher are below. 
  
  Voucher #XXXXXXXXXXXXXXXXXX
  Passenger Name: Sai Priyanka Burra
  Value: $XX
  Exp: December 28th 2024
  Please remember this voucher cover fees , taxes and additional services such as ( seats, bags) 
  
  Voucher #XXXXXXXXXXXXXXXXXX
  Passenger Name:  ****** *********
  Value: $XX
  Exp: December 28th 2024
  Please remember this voucher cover fees , taxes and additional services such as ( seats, bags) 
  
  Voucher #XXXXXXXXXXXXXXXXXX
  Passenger Name:   Sathyaved *********
  Value: $XX
  Exp: December 28th 2024
  Please remember this voucher cover fees , taxes and additional services such as ( seats, bags) 
  
  Voucher #XXXXXXXXXXXXXXXXXX
  Passenger Name: Charan Sree Pulusu
  Value: $XX
  Exp: December 28th 2024
  Please remember this voucher cover fees , taxes and additional services such as ( seats, bags) 
  
  How to use the voucher on the following link: ****************************************************************;
  
  Electronic Travel Vouchers may be applied toward the purchase of any Frontier flight: 
  
      Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings. 
      Not transferable and may only be redeemed in the passengers name to whom it was issued. 
       o  Note: The name on the new reservation must match the old reservation. 
      Available for one-time use, with no remaining value after redemption. 
      Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date. 
      Any remaining balance due on a booking made using a voucher must be paid by the customer using a valid form of payment. 
  
  To make a future reservation using your voucher, visit ******************************* and find the flights that work for you! Continue through the booking steps to the payment screen. Once all of your travel information is entered, choose Have a Voucher from Frontier? Add Voucher Here. Enter the VOUCHER NUMBER  where prompted. We will then electronically ticket your reservation and send a final confirmation via email. You do need to book travel before THE EXPIRATION DATE FOR THE VOUCHER GIVEN ; however, you do not have to fly by that date.  
  
  Thank you once again for your feedback. We value your input and hope to restore your confidence in our airline.
  
  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. ↩