ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My concourse was changed 30 minutes before my flight was to board and was not given any notice what so ever. When I arrived at the new gate, it was a spirit airline gate and was met with violent hostility when I asked for help by two different Frontier employees. There is no communication and positively no professionalism or courtesy to paying customers. Im very shaken up after my flight today and some action must be taken.

  Business response

  07/02/2024

  Hello ********, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  It is our utmost interest to hear all your concerns about your flight experience from ******* to ******* on June 23rd and regarding the concourse which was changed 30 minutes before the flight.
  
  We can only assure you that this is not the type of service and communication we strive to provide, please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this gate change *** have caused to you.
   
  Feedback like yours about the two gate agents helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. We are escalating this to the station to ensure we are adequately staffed to prevent this from occurring in the future. I want to assure you that we are continuously working to improve our services and enhance the travel experience for all our passengers. 
   
  Since I cannot change the past, we can see that you're one of our members. As an exception, we'd like to offer you XXXX redeemable miles so you can use them for future flights with us. Give us the chance to impress you on your next flight.
   
   If you agree, 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 
    
  We look forward to hearing from you soon. 
   
  Customer Relations Specialist  
  Frontier Airlines  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 5th Frontier canceled flight #**** and sent me a link to request a refund, which I did immediately. They don't have an email or phone number on their website so I have no way to get in touch with them. I need my refund for the canceled flight.

  Business response

  07/02/2024

  Hello *****, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  It is our utmost interest to hear all your concerns about the refund request for the flight from ******* to ****** on June 5th. I'm sorry to know that you couldn't get in touch with us through any channels to follow up on that process. 
  
  Just for future reference, We do offer real-time assistance, you may contact us by Chat, WhatsApp, or social media ********** ** ********** etc.), as well as by email. Our chat support agents are available 24/7 via our website by clicking "Let's Chat" at ***************************************************************************;
  
  Upon review, I noticed that the refund request was processed on June 6th for XXXX dollars to the Mastercard 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, so at this time you may contact them. 
  
  We appreciate your patience and hope to provide you with a better experience in the future. 
  
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 

  Customer response

  07/02/2024

   
  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

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family and I flew Frontier to ********** on June 17 with return date of June 21 direct flight to ***. After hours at the airport and minutes before boarding begins, flight was cancelled and we were told "find your ways back home." They placed us in a hotel for the night and transfer would pick us up at 1100 hours (June 22) to take us back to airport. We were picked up at 1145 hours and arrived at the airport at 1230 hours, could not check in until 1430 hours. The airport had nothing to eat at arrivals, only after you got to the gates, basically my son did not have anything to eat for hours. We found a flight from ********** to ************ and from ************ to *******. Now, I missed work Saturday and Sunday, my (2) dogs and (1) quaker parrot should have been picked up Friday night from boarding. We arrived in ************ with only 20 minutes to pick up our luggage and go through customs. We are running through the airport having to go through security, etc. Once we dropped off our luggage to go from ************ to MCO the lady said in her our words "your luggage will ARRIVE AT 0600 HOURS (JUNE 23)." Then we continue to run through the airport (my husband has a bad knee) in order to get to the gate. After arriving in *** we go to the luggage office, **** tells us that we did not have a voluntary separation therefore our luggage would be delivered. A file claim was filed and being that we were the first family to arrive, we completed the form and uber picked us up at 2355 hours. My phone did not have any battery as I had to run through the airport to catch my connecting flight and unable to charge, an attempt was made to reach me to state that my luggage had made it on the flight. Why is that I had to drive back, waste time and money to pick up my luggage when it was a Frontier issue? I am overall disappointed about the customer service treatment and also having to incur extra charges and loss of work due to the cancellation. I am requesting to be compensated!

  Business response

  07/02/2024

  Hello ******, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  It is our utmost interest to hear all your concerns during your flight cancellation from ********** to ******* on June 21st, 2024. 
  
  We can only assure you that this is not the type of service we strive to provide, please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this cancellation might have caused you, since you were traveling with your son and your husband, causing you to miss 2 days of work and delay. 
  Upon review, I noticed that the finally you have been reunited with your bag after the mishandled by the San **** women who advised you that it would not arrive until the next morning, however then **** from *******, that because the bag was not a voluntary separation therefore the baggage would be delivered. I'm so sorry for the situations that you have gone through. 
  While I cannot change the past, I want to assure you that we are continuously working to improve our services and enhance the travel experience for all our passengers. 
  
  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, or 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 on our website: *******************************************************************************;
  
  As per our **************** Plan, we rescheduled to the next available flight to ******* I checked the reservation As per our **************** Plan we rescheduled you to the next available flight to ************, I have the reservation XXXXXX your flight has been tagged as boarded. So for that reason, Let me respectfully advise you that we're unable to honor your refund request of $XXXX, since based on our Contract of Carriage, which our passengers agree to when completing a reservation with us, states:" if requested, provide a refund for the unused portion of the passenger's ticket instead of the transportation under the foregoing. The foregoing shall be the limit of Frontier's liability for the matters covered by this provision." More details can be found in the following link: 
  
  ******************************************************************************;
  
  As a one-time exception, we can help you with the additional cost incurred due to the cancellation of your flight you have experienced for food expenses. Please note that we can only compensate up to $XX in additional expenses in food per passenger for dinner, $XX for lunch, and $XX for breakfast. We will be happy to assist you further once the additional information has been received. Be sure to include: 
  
  Name of payee 
  Mailing address 
  Phone number 
  
  Food  receipts must have: 
  Company name 
  Name of passenger 
  Date and locations 
  Itemized charges 
  Total 
  Proof of payment 
  
  This information is required to ensure that those who approve the check created do not reject the request due to missing information. 
  Please provide a receipt in PDF or JPG format with the above information and we would be happy to create the check. 
  
  We advise customers to allow at least 6 weeks for check processing and delivery after the issued. 
  
  Also, I can see in our system that as a customer service gesture, we have extended you one voucher of $XXX per passenger, that can be used towards future flights. These are airfare, so they cannot be used to pay for taxes or additional services. Expires: 9/19/2024. 
  
  Voucher Reference Code : XXXXXXXXXXXXXXXXXXX; Passenger Name : **************************;
  Voucher Reference Code : XXXXXXXXXXXXXXXXXXX; Passenger Name : ***********;Francapinheiro 
  Voucher Reference Code : XXXXXXXXXXXXXXXXXXX; Passenger Name : **************************;
  
  To redeem your vouchers, please visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, go to "Add Additional Payment." Click on the box that says "Frontier Voucher [+]" and then enter the voucher numbers. 
  
  We appreciate your cooperation and look forward to hearing back from you. 
  
  
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 
  
  
  ***************************************************************************************************** 
  
  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. 
  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Available for one-time use. 
  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. 

  Customer response

  07/02/2024

   
  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

  06/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  June 9 to 14 my family and me travel to **********. Before the travel I bought 1 suitcase for the round trip. The suitcase cost $75.00 each trip. So I paid $149.00 before the trip. When we leave *************, we didnt have any problem and no one in that airline inform us about the overweight payment!!! When we was at the ******************, affirming that the suitcase was already paid and showing the confirmation number for the transaction. They told us that I paid overweight and a suitcase. That I never paid the roundtrip. Have any sense??? For general the airlines at the time you bought 1 suitcase the airlines inmediately charge you the round trip. How I would pay overweight if my suitcase weight less than 40 pounds.Then they charge us for assistance at the airport for add the suitcase to our trip. I had to pay $104 more. Now they said that you have to pay for assistance at the airport because they had to add the suitcase. So this is not part of their jobs??? Now we have to pay extra for the job this people must do at the airports?? At the end I paid $149 before travel and $104 at the return. So I pay for 1 suitcase less than 40 pounds round trip $253.00. Have this any sense for someone?? This airline by the way never answered the phone if you are not a platinum customer. So no one to complaint. This is an assault. Please I requesting a refund!! I really need your help. We travel doing a lot of sacrifices, not to be stolen for this greedy cheap cost airines. Im talking about FRONTIER AIRLINES. MY RESERVATION CODE WAS C9M1HF FROM ***** TO ********** 6/9 RETURNING **********/***** 6/14.Please I would really appreciate your help.

  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 XXXXXX for your trip from June 09th to June 14th from ***** to **********, I can see the inconvenience with your bag occurred during your flight F9 67 from ********* to ***** on June 14th, 2024. I understand you contacted us since you purchased in advance your bags for the round trip, however, instead of purchasing the checked bag for your return flight you have paid for overweight services, you have paid $XX for checked a $XX for the overweight services which is total of $XXX. We do apologize for the misunderstanding you have experienced purchasing your bag through the app. 
   
  We make an apology because you could not get in contact with us through a phone number, at the moment you can contact us through chat, social media, and calls for real-time assistance. (Please note, calls apply for passengers who are Elite loyalty members or customers who have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.) Read more about how to contact us here: ********************************************************************;
   
  We understand you have been charged $XX for your bag on your return flight and you were also charged $XX for the assistance fee at the airport which was a total of $XXXX. Kindly, I would to explain to you that under our website/app, you have the option to purchase the bag individuality for each segment in your round trip in case you only need a bag for one of the flights. About your assistance fee concern at the airport, this charge is applied if you utilize assistance from our airport agents. 
  
  Regarding your refund request, respectfully, we are unable to honor a refund for $XXX since based on our policies, the bags, overweight fee, and airport assistance fee are non-refundable. You can also check this information at the following links:  ********************************************************** and *******************************************************************************;
    
  Thank you for choosing Frontier.
   
  Our best Regards 
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 17 I bought air tickets for my family at the airport. Why the airport? Frontier wants to save on taxes & make their promos sound better, so they have this "Carrier interface charge" that isn't part of airfare which would be subject to federal airfare excise tax, to comply with federal req for it not be part of the taxable airfare there must be a way not to pay, so the 1 way they say is to book at the airport. While there I try to buy a bundle, these Frontier heavily advertises. They said they can't do this & when I ask if I can do this after they said yes. This is consistent with the website stating in at least 2 ********** quote under the *** "Can I purchase or upgrade to a bundle at a later date?" "Yes, you will be able to add bundles to your trip after purchase" (this is screenshotted) I try to do this on the ************* but there's no option, more on this. I was charged $350.94 in base fare, ****** tax/fees + 25 airport agent assistance charge. I push back on this agent charge, but they said it was mandatory & to contact Frontier. This fee would be illegal because no matter what you name it this is a carrier *********** must be a way to not pay a carrier fee under forementioned IRS rules. To add, I was also OVERCHARGED. As you see from the screenshot the same day I buy the ticket. The price online for this same flight is less, same 1-way, date, with the same 6 pax, it's $116.52 base fare + ***** tax/fees + the 23/pax carrier interface charge. I contact them that night, unfortunately Frontier has limited phone service so I have to chat. It's taking a very long time, I know I have several things to be done, but well over a hour in, the agent is still on the bundle issue, while waiting for a manager I get disconnected as Frontier is "under maintenance". I try again the next day only for the agent to be very unhelpful & abruptly ends the chat, like in a rush to leave or something. I was never rude, I just want to get stuff Frontier says can be done, done.

  Business response

  07/02/2024

  Dear *************************,
  
  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 add the bundle after purchasing the reservation. Allow me to address your inquiries one by one. 
  
  Airport Assistance Fee: Please be aware that this fee will apply for passengers who choose to utilize assistance from our airport agents. To save time, money, and avoid this charge, passengers may check in on the website or mobile app, bring a printed or digital boarding pass, pre-purchase all products, and self-tag their bag. We must inform that based in our terms and conditions, this fee is non refundable and we are unable to fulfill your request.
  
  Further information can be seen here:?***************************************************************;
  
  Carried Interface Charge (CIC): The Carrier Interface Charge or spoil fee mentioned, is a standard fare price we display online includes a charge per passenger, per segment, that is assessed on tickets purchased through the website or our call center and it is non refundable. You can see these details here: *******************************************************************************;
  
  Airfare difference: Frontier Airlines offers "Low Fares Done Right" in all of our markets. Fares are subject to change. We do not adjust the purchase price on non-refundable tickets should there be an increase or decrease after the reservation is confirmed. Airfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced purchase time, and even the price other airlines are charging. I understand it can be frustrating to purchase a ticket and later find that same fare at a lower rate. Respectfully, compensation for the difference you noticed will not be provided.  
  
  Adding a bundle online: We apologize you haven't been able to add the economy bundle online. Unfortunately, we cannot add the bundles via email, we cannot request you card information via email. Please contact our reservation team via chat: ********************************************************* ask for customer relations supervisor, and you will be transferred. A supervisor will be able to add the bundles for you over the chat. 
  
  We hope this email has answer all your inquiries, we appreciate your patience and understanding. 
  
  
  Best regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was involuntarily bumped from Frontier flight 570 on 10/7/23. There were no remaining flights on Frontier. I was told to request a refund for the flight, AND I would be given a $1000 voucher for the inconvenience. I asked multiple questions of the gate agents about how I would get the refund AND the voucher.i was verbally promised I would receive both. I also had to purchase a last-minute ticket for four times the price to leave ***. On 10/7, I received an email from Frontier with information on the voucher. Nowhere in the email were there any stipulations regarding a refund invalidating the voucher. The main stipulation was that I would have about a year to book travel. I called to request a refund. The agent asked if I had received any compensation. I said I was promised a $1000 voucher (which I had already received) AND a refund for my flight. The agent said okay and processed my refund. I did receive a refund for the ticket price and the baggage fee about a month later. I attempted to utilize the voucher on 6/22 only to find out it was not worth any money. Chatting with customer service explained that the refund invalidated the voucher.1) Nowhere in the email did it specify a refund would invalidate the voucher I had already received. 2) If this is the policy, it needs to be in print, both in the email and somewhere on your travel questions page with regards to vouchers. 3) I was lied to by two employees about being able to receive both refund and voucher. The gate attendant told me, after being bumped, I was entitled to a refund and the voucher. Refund for the flight I couldn't take and voucher because my weekend plans were completely screwed up, due to the company overselling the flight. The phone agent processing the refund knew I had been issued a voucher and that I was expecting to receive both. **************** refused to honor the $100 voucher citing policies they will not provide in writing.

  Business response

  07/02/2024

  Hello ****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
   
  We are sorry to know that after being given a $XXXX voucher due to being bumped from a flight, when you requested a refund, which it was approved, you were taken the away the voucher and you have been told that you can keep both.
  
  I apologize for any inconvenience that this could have caused. I can only assure you these are not the standards we strive to maintain. Be assured we are in the process of reviewing our personnel needs to ensure we are adequately staffed to prevent this from occurring in the future.
  
  Upon taking a look at your reservation, I was able to confirm that on October 7th, 2023 you were given the $XXXX voucher, however, when the refund request was approved on November 3rd, 2023 the voucher was voided.
  
  Therefore, we will escalate this in order to verify the eligibility of the voucher. Once received a response, we will get back to you with it. This will take 7 business days.
  
  Thanks for your patience.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Changed our flight plan 8 times, giving us an 8 plus hour layover in the middle of the night as well as returning us to a different airport than we originally left from, causing us to find another way back to where our vehicle has been parked for a week!!!

  Business response

  07/02/2024

  Hello ******, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  It is our utmost interest to hear all your concerns during your trip from ******* to ************* which was schedule at least 8 times with minor and major changes in the itinerary, then with the reschedule with a layover of 8 hours. 
  
  We can only assure you that this is not the type of service we strive to provide, please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this changes might have caused you. 

  Upon review, I noticed that the returning flight from ************* to ******* was not boarded, because there is a reschedule time more than 3 hours. I've processed the refund of XXXX dollars to the Mastercard 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. 
  
  While I cannot change the past, I want to assure you that we are continuously working to improve our services and enhance the travel experience for all our passengers. We can see that you're one of our members . As an exception we'd like to offer you XXXX redeemable miles so you and ****** can use them for future flights with us. 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 FrontierMiles | Frontier Airlines (flyfrontier.com). 
  
  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 provide us with the following information: 
  
  - Member's account number 
  - Account first and last name 
  - Account phone number 
  - Account address 
  - Account email 
  
  We look forward to hearing from you soon. 
   
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our fly depart to ************** at 1:45 pm on 6-21-2024. We were supposed to arrived at 2:38 pm. When the pilot start the arrival there was raining and he pull up and toll us that due to bad weather we are going back to *****. The pilot said when we get back to ***** they are going to send you in a different airplane, I got a text front frontier airlines saying that our fly is going to depart at 7:20 pm to ********* on Gate F15. That never happens, when we got back to ***** someone show up and said that we have to go back to the counter because the fly was move to next day at 3 pm. We were supposed to be at ********* on Friday June 21 because on Saturday June 22 we have the very important party at 11 am. WE ARE NOT GOING TO BE AT THE ***** AND THAT WAS THE MAJOR REASON OF OUR TRIP. Frontier do not do any refunds if you are on the 24 hours prior the fly. I paid $ ******* for the 3 air tickets plus the $ 74 dollars for uber. Another thing besides the 2 young pilots they have with NO experience they were using the restroom a lot they used the restroom 3 times each. First time I see that in my life, they need to check if the pilots drink to much water or something else because 3 times in the restroom the 2 pilots that looks suspicious. The government need to have more regulations for the airlines for example they need to have 1 of the pilots with experience. We wait 6 months for this party and by the end they couldn't arrive a plane because they do not have experience, ALL THE OTHER FLYS LANDED WITH NO PROBLEMS AT THE SAME TIME AT THE SAME AIRPORT IN ************** BUT FRONTIER PILOTS COULDN'T. Now I want my money back plus the $1000 we spent on get our things ready for the trip with the option to fly at no charge.

  Business response

  07/02/2024

  Hello *****, 
  
  We have received your correspondence and communication with the BBB. 
  
  We are sorry to hear that your original flight F9-19 from ***** to ********* was disrupted due to an uncontrollable situation, which was the weather, so you were rebooked for the next day on flight F9-7019 from ***** to *********, departing at 3:00 PM and arriving at 4:00 PM. That disruption caused you to miss an important party you had, which was the major reason for your trip, and you also had extra uber expenses to get to your final destination. 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 $XXXX. However, we cannot honor your refund request because our record indicates that the flight on which you were rebooked was boarded on June 22nd, 2024, and the returning flight from ********* to ***** on July 1st, 2024, has not been disrupted and is still active. Please note that the reason for the disruption for your outbound flight was due to an uncontrollable reason, 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 | **************************************************** 
  
  
  Check In for international travel is not available online because Customs will verify your passport before boarding. Because of this, you will need to be in the airport at least three hours before your flight. The counter will close 60 minutes and the gates, 15 minutes before your flight 
  
  I understand that you feel disappointed, but I must respectfully advise that this is not a situation where we, as an airline, offer a refund. However, since 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 confirm if we can credit the miles on your Frontier Miles account. 
  
  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
  **********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Your team had no gameplay ready to board the plane during a SCHEDULED maintenance. It delayed the flight (F9 3212) about an hour and 20 minutes. Because of this, I missed my connecting flight (F9 3022). This trip wasn't for leisure. My father was dying in the hospital, so I didn't have time to wait 3 hours to wait for the system to come back online just to get booked for who knows when the next flight would've been. I had to spend $300 booking the next flight with another airline out of ***. Because the initial flight wasn't delayed over 3 hours, I'm told that I can't get a refund. I, however, was delayed over 3 hours and lost $300 because of the lack of preparation. I'm not asking for $300, but I want the money back for the DFW to ATL flight (F9 3022) that I couldn't board.

  Business response

  07/02/2024

  Hello Jarrion 
  
  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 F9-3212 from *********** to ****** on June 17th, 2024, got delayed for one hour and a half, causing you to miss your connecting flight F9-3022 from ****** to ******* on June 18th, 2024, so you decided to make travel arrangements to get to your final destination and that cost you an extra $XXXX. We understand how frustrating and stressful this situation might be for you because you were not traveling for leisure. We are really sorry to hear about the news of your ******* We know that this is a difficult time or you. 
  
  Upon review, I noticed that the flight F9-3212 from *********** to ****** was delayed for a total of 81 minutes, departing at 11:51 PM on June 17th, 2024, and arriving to ****** at 04:34am on June 18th, 2024. Since the flight from ****** to ******* was scheduled to depart at 5:00am, you did not have enough time to take the second leg of your flight. Additionally, our records indicate that the flight was delayed due to an uncontrollable situation, which was the weather, and when this kind of scenario happens, we abide to 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 | ****************************************************
  
  Furthermore, since you did not have enough time to take your connecting flight, we are going to provide you with a refund for the unused flight F9-3022 from ****** to *******. However, before proceeding with the refund, we need to validate some information that will help you receive the refund to the original form of payment, and our record indicates that a **** card ending in 9516 was used to book the flight. 
  
  I understand that you feel disappointed, but I must respectfully advise that this is not a situation where we, as an airline, offer compensation. However, our records indicate that a travel voucher in the amount of $XXXX was issued valid for 90 days, and as a one-time customer gesture and one-time exception, we have voided that voucher and issued a new full fare voucher in the amount of $XXXX and sent you the information about the new voucher to the e-mail: XXXXXXX. 
  
  Voucher XXXXXXXXXXXXXXXXXXX: Passenger Name: ***************************; Value: XXXX USD; Expiry Date: 9/21/2024 5:59:59 AM. 
  
  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
  **********************

  Customer response

  07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I'm done with the back-and-forth. A corporation is holding on to the money as if it affects them more than me. I'll simply avoid them in the future and suggest others do the same.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Entered by BBB staff LO Consumer states he was traveling with his wife and Frontier canceled his flight and did not have another flight to switch them to until the next evening. The consumer had to book with another airline and pay an additional $537.68. The consumer tried contacting customer service via chat multiple times with no assistance.

  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 flight was cancelled on June 9, 2024, when you were scheduled to travel from ***** to *********. In reviewing our records, this flight was cancelled due to Flight Operations. I sincerely apologize for the disruption this caused to your travel plans and for the incidental expenses incurred due to this experience. 
  
  In these situations, we can re book customers on the next available ****************** flight or provide a refund for the affected segment. In reviewing, I do see that none of these options was selected and since passenger completed travel separately, I approved a refund at this time.
  
  We have refunded the amount of $XXXX to the original form of payment **** 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 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 | ****************************************************  
  
  Please keep in mind that in fairness to all customers, we must remain consistent to our policies and records and would not reimburse for additional travel related expenses such as your other airline ticket. 
  
  As a customer service gesture, affected customers were issued $XXXX vouchers to use towards future Frontier travel, which will expire on September 7, 2024. For your convenience, I have included the redemption details below. 
    
  Voucher Code : XXXXXXXXXXXXXXXXXXXXX; Passenger Name : *******************
  
  Voucher Code : XXXXXXXXXXXXXXXXXXXXX; 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.
  
  Affected customers were also provided a meal voucher payout in the amount of $XXXX, this was sent to email: XXXXXXXXXXXXXX as shown in record below:
  
   - PAYOUTS Voucher XXXXXXXXXXXXXXXXXXXXX and mail sent by PAYOUTS - Email : XXXXXXXXXXXXXX; Passenger Name : *******************; Value : XXXX; Expiry Date : 06/10/2024 10:59 PM PT.
  
  Thank you for sharing your feedback. 
  
  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. 

  Customer response

  07/06/2024

   
  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,
  
  *************************

*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. ↩