ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday, July 20th, 2024. *********************************** 4:45pm CST. Two female gate agents. One with very heavy accent very aggressive with ALL customers. Specifically what has deterred me from booking with Frontier Airlines in the future, is the second female red hair gate agent. After instructing myself to scan boarding pass for boarding, she aggressively whisked me backwards with her hand and arm out. Nearly touching my *******, instructing me to now step back from entering the ********** area. This being contradictory of the prior request. I stepped back, and stated she told me to scan my pass. She aggressively replied I did not re scan it I need to see it I bashfully laughed and rescanned my pass that prompted boarding pass previously scanned I continued on to wait on the jet bridge. During this waiting period there was traffic on the jet bridge I am gracefully looking at my surroundings. When the red haired woman, steps from the boarding podium to say are you looking for someone ? You keep turning around then proceeds to tell me, a 30 year old adult to face forward while waiting is if I am a child. I bashfully laughed as my response she then threatened be careful you wont get on this flight, as if she would cancel my flight due to her personal feelings. This is unacceptable, I have flown frontier twice in the last 24hours and 4 times in the last month. I will not take this lightly, I want disciplinary action to be taken.

  Business response

  07/31/2024

  Dear ********,
  
  Thank you for contacting Frontier Airlines, my name is ****** from the Customer Relations Department. We have received your correspondence with the BBB.
  
  I completely understand your concern about the way how the gate agents treated you and the other passengers. I'm really sorry about the situation and the experience. Let me respectfully mention that your description of our personnel is concerning and that is definitely not the experience we wish you to have. I'm really sorry that happened to you. 
  
  We're committed to providing a better travel experience. Our airport personnel bear many responsibilities, one of which is ensuring that our customers have a good experience when traveling. Be assured that this situation will be reviewed by management and addressed by the staff on duty on the date you traveled. 
  
  We want you to have a fantastic experience when you fly with us, so it's disheartening when we hear otherwise. I appreciate you bringing this to our attention so that we can log this feedback within our records.
   
  Also, due to the experience you had, we'd like to offer you XXXX redeemable miles as one time exception, so you can use them for future flights with us. 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 link ***************************************************************************.
  
  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 appreciate your patience and look forward to hearing from you!
   
  Kindly,
  
  Customer Relations Specialist.
  **********************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/18/2024, I had a flight from ******* to ******* on Frontier Airlines. Due to the tech update outage, my flight was inadvertently canceled 4 hours after it was due to take off. My return flight (which was purchase separately) was for 07/20/2024. The airline is refusing to refund the money for my return flight and or only offering a voucher minus a $99 cancellation fee. This is unacceptable, after the customer service I received at the airport I will never fly Frontier again. I do not want a voucher, I want a full refund. My father has cancer which is the reason why I have been traveling back and forth to ******* (flying Frontier). None of this is my fault. Frontier should apply the normal cancellation policy to extenuating circumstances beyond my control. Please contact me so I can receive a full refund to the method of payment. I also paid for seat and bag check which they are not considering. Unacceptable and I will not tolerate this as a consumer.

  Business response

  07/31/2024

  Dear ****,
  
  Thank you for contacting Frontier Airlines, my name is ****** from the Customer Relations Department. We have received your correspondence with the BBB.
  
  I'm really sorry about the inconveniences this flight cancellation caused you. I understand travel can be stressful, and unexpected cancellations are never welcome. We strive to get our passengers to their final destination as timely as possible. I'm sorry for the unexpected cancellation, I can only assure you these are not the standards we strive to maintain.
  
  The decision to cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  Let me kindly inform you that I can see we have already refunded the roundtrip, we have refunded the return flight in reservation XXXXXX, also the departure flight on reservation XXXXXX. I can see you contacted us on July 20, 2024, and refunds for both bookings were processed same day. Keep in mind that it will take 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.
  
   
  Kindly,
  
  Customer Relations Specialist.
  **********************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  purchased a flight for my son for ************** landing 7/18/24. I purchased the checked bag. He arrived in ******, his bag didn't. As i write this, it is day 3 and we still haven't received the bag and we leave tomorrow for *****. The Frontier BSO did not answer calls. Frontier online chat was useless, basically I got an apology. Granted the day after he landed was the day of the worldwide Crowdstrike outage. But his bag should have already be there the morning before. His meds were in the suitcase so I had to reach out to the closest ********* to get an emergency prescription filled, also ******* to buy clothes for him. This is very unprofessional especially when I had to PAY Frontier for him to check his bag. I understand that Frontier is the #1 complained about airline, I know now - and I will NEVER use them again.

  Business response

  07/31/2024

  Dear ****.  
  
   We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern. 
  
  We completely understand the reasons of your concerns and we completely regret any bad experience during your son's trip, we're happy to hear you made it to home with the bags and your son got the medications in time, we want to express in Frontier we're committed to provide the best service possible and definitely it was not the experience we wanted to provide, is never our intention to cause any inconvenience to our passengers. we'll be definitely taking notes from this incident and we'll work in improve the overall experiences to all our passengers and avoid this situation to happen again. In order to do an effort to make the things right for you and compensate your experience we issued a voucher under your son name for the amount of $XXX, our vouchers are valid for 90 days, 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 website, select "Voucher once you've reached the payment section and enter the voucher codes:  
  
  XXXXXXXXXXXXXXXXXXX ERIQ RODRIQUEZ 
  
  We truly appreciate your time to email us and we'll be here if we can assist with anything else.  
  
  Regards. 
   
  Customer Relations Specialist
  ********************** 

  Customer response

  07/31/2024

   
  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

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased extralegal room/exit row seating. On both of our flights a round trip ticket the plane was changed and we did not receive the seat we books. This is a classic bait and switch. Nothing was done to ameliorate the issue.

  Business response

  07/31/2024

  Dear *******.  
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.  
  
  W understand the reason of the claim is due to seat fees that you have paid for specific exit row seats that you were not able to use since  aircraft was downgraded and you got different seats.  
  
  We want to express our sincere apologies for the unfortunate experience you had. We deeply regret any inconvenience or discomfort this has caused. We continually strive to provide a good service in every par of the trip.  We'll be more than glad to assist, to continue further, we noticed that your email is missing some information, information that we'll need in order to find your booking. For that reason we must kindly request the following information:  
  
  Either 2 of the following: 
  
  -Confirmation code 
  -Passenger First & Last Name 
  -Last 4 digits of Credit Card on file 
  
  Or 3 of the following: 
  
  Email Address 
  Phone Number 
  Address 
  Travel Agency 
  Flight Number 
  Passenger Date of Birth.  
  
  Once we get the information we'll be more than glad to evaluate your case.  
  
  Regards. 
  
  Customer Relations Specialist
  ********************** 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the annual "GoWild" pass from Frontier in November 2023 for $499. This pass was to begin March 2024. Around March/April 2024 Frontier Airlines made major changes to the availability of flights using the pass as well as to the look and function of the site to try and book any flights with the GoWild pass. For context, I had a Winter pass with them which was prior to these changes to the site and it was easy to use. I was able to book several flights with that prior pass and easily find availability and options to use it. Since this pass has been active, I have not been able to use it one single time. The "GoWild" tab on the site was not clickable for most of the attempts I have made. The GoWild flights are completely not available to book in the app at all. (There is no option.) I called Frontier for support in April and after being on the phone for 60+ minutes I was told there were some issues with the site that were being worked on and to try another browser or try in a couple days. I called again in late May and I was told "there must not be any available" when I said I couldn't view any go wild flights. In June I tried several times to book things and I still couldn't even get the GoWild tab to show. In July, it seems something changed on the site because there was no longer the separate tab and for one flight I saw a column for GoWild fares but they were all unavailable. I chatted in thru support and I was told I was doing it wrong but then confirmed I was actually not doing anything incorrectly. Then one Advisor said they would give me a refund and then disconnected me. Then later I tried again to get help and the person said they wouldn't give a refund due it it being purchased in November. I understand once in a while not having availability but to have months of the site not functioning or showing the option even, to now showing it but still not being able to book anything, I feel this is false advertising and I would like a refund.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 24, 2024 I bought ($71.96) a round-trip ticket from ******* to ***** ****** which was departing on 7/18/24 at 7:20 am. I arrived at the airport at 6:15 but by the time I started up the ramp to check on my phone, it stated check in had ended. I started to the customer service for assistance. The assistant that helping as you get in line was trying to help but was getting pulled away to assist with baggage. She finally was able to look and was told that I would have to rebook it at the desk. I went to the test and the rep was looking lost and said it's too late. I asked how since the plane had not started boarding. I was pleading with her because I had a doctor's *********** that I had to get to. She started asking what was going on where I was going, which I didn't care because I just wanted to get on the plane. I asked her if she could check me in and she said that their system was locked, and it was too late. I have never been told that they could not check me in before and have been flying almost every other month for the last 7 months. Then was told she would help me as soon as she put her note in. No flights available at the time I needed and was told that I would need to call customer service regarding my return flight. I called customer service, and they were not willing to help in any way. I was told that they could change my flights to another day, but I would have to pay them over $200 to do so. I said that I had a credit from a previous flight that I had to cancel. He told me that it had expired, and credits are for 90 days. I told him I was never told that when I spoke to the representative about canceling the flight. So now again I am losing money, and they are not trying to help or compromise in any way. I am begging him for help. He said he would ask if there was something he could do but came back and said no. Now I have to buy a ticket at double what I initially paid plus I lost the money I had paid. UNEXCEPTABLE.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Was Scammed By Frontier Airlines..I had a Ticket For Boarding Wednesday when I arrived at Frontier check in They told me I am 1 Minute late and I could not Check my bag they said there is no refund and that was it...They have no customer service you can't get ahold of anyone and let me hang with my 8 week old at the desk..Called my mom and she got on the phone and after several attempts to get ahold of The Airlines They finally answered seeing my mom said she was a member then they answered. SO then asked if I had any insurance..Here is where the scam starts..They knew I didn't have Insurance and you don't get refunded they went ahead and booked me on a Full plane and then turned me away at the checking knowing I wouldn't get on the plane and that I wouldn't get refunded. WHEN MY MOM..finally got ahold of them they gave me another flight for Yesterday flight number F93327..Gate 14...When I got back to Airport they then Charged me extra 104 for a bag and 75 for a Carseat Base thar was supposed to be included..Paid that checked in my bag and stroller and went to my gate..They Told us it was Delayed.. Frontier Attendant Left the Front..There was No plane Arrived at gate 14 and No info was given and said I missed The Flight and Others Also.. They had us go to a Gate that the plane never arrived in..and said you missed the plane it's now in the Air and with my Luggage and stroller..No plane came to The Gate we were At...The plane went to another Gate and we were left with Nobody to Answer Questions..It was to Arrive at 1:54..They told us it was Delayed at 2:49 and then again said Emails were sent it was Cancelled then said no it wasn't bit it's not delayed til 3:09..It then Dissappear from the Screen and we All Were left with no Answers..Left after Being there 5 hrs with a 8 week old and just lost 575 dollars in flight and charges that were added on and No Flight...It Was Fake Flight or Overbooked..Their Scam is all Over The Internet Thousands It's Happening too..Look

  Business response

  07/31/2024

  Dear *****. 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.  
  
  We understand the reason of your email is regarding the experience you got during the boradi8ng time of your flight F93327 scheduled to cover the route from *******-****** to *********, in which you were told that you arrived a minute later to the counter area and you were not able to check your luggage, and since you were traveling along with your 8 week old baby your mom helped reaching customer service that were able to move your flight to the next available date and then in the new flight you had to wait since the flight was delayed and in the gate were was supposed to arrive no plane arrived, in addition you had to pay for extra bag fees, reason that you're requesting a refund fo0r the value of $575.
  
  We want to express our sincere apologies for the unfortunate experience you had. We deeply regret any inconvenience or discomfort this has caused. We continually strive to provide a good service, and when we fail to meet our passengers' expectations, we take that very seriously in order to prevent the same situation happen in the future.  Upon validating the flight records, they indicate the flights were not boarded and have been marked as a no show cancellation. In this meaning the flights were missed due to late arrivals. In addition we were able to find the flight change was provided in the term of one time exception since the scenario is not applicable to any change. 
  
  Remember, passengers are to comply with our Airport Timeline, which is the following:
   
  * If Domestic Flight: 2 hours before the flight: ARRIVE AT THE AIRPORT 
  * **************** Flight: 3 hours before the flight: ARRIVE AT THE AIRPORT 
  60 minutes before the flight: BE CHECKED IN WITH BOARDING PASS 
  30 minutes before the flight: BE AT YOUR GATE 
  20 minutes before the flight: DOORS CLOSE 
  
  Also, according to our Contract of Carriage page 11 section 10, which passengers agree upon when booking, the following is stated:
   
   Airport Check-In - It is the passenger's responsibility to arrive at the airport, taking into consideration travel time both to and within the applicable airport, including processing through the security check point with enough time to complete check-in and security screening processes.
   
   Failure to Check In or Appear - If a passenger fails to check in or board the flight within the required time, the ticket will be deemed to be a No-Show Cancellation and canceled. All subsequent flights, including return flights, on the itinerary will also be treated as No-Show Cancellations.
   
   Imposition of a No-************************* Charge A No-************************* Charge will apply with respect to the ticket (or the segment for which the No-Show Cancellation applies) in the amount of the fare plus all ancillary purchases plus all government-imposed charges, taxes and fees and certain carrier charges attributable to the fare and ancillary purchases.
  
  Based in the information provided and the information in the booking, we must kindly inform we will not be able to complete your request since both flights were performed without major inconveniences.  We completely regret any inconvenience and of course, we'll be here of there's anything else we can assist.  
  
  Regards.
  
  Customer Relations Specialist
  ********************** 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Round trip flight with Frontier, RDU-LGA. Flight departure from *** Tuesday July 9th: App check-in not working. I checked in 1hr before flight departure at the airport desk for free. Agent explained the reason the app wasn't working was because the company had not assigned seats for me, so he bypassed the system and checked us in.Flight departure from LGA Sunday July 14th: App and website check-in not working. Original flight time was 6am, was delayed to 8am. Arrived at the check-in desk at 6:30am. Frontier agent said there was nothing they could do, and that I had to pay $25 per ticket in order to do the check in. Was forced to pay $50 to get our tickets. I emailed the company requesting a refund, the response was "We must kindly inform you that per policies, optional services, including agent assistance fees, are non-refundable once purchased." This agent assistance was not optional at all. They also said "we have granted you a $25.00 travel voucher as a one-time exception as a customer service gesture." Its not redeemable for cash and only redeemable for 90 days from the date of issue. I would like a refund and compensation for all the stress and time lost trying to solve this issue.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased tickets for July 17th. Due to Frontiers mistake, I had to be rebooked for a longer flight the next day July 18th. This flight was also delayed and once I made it to ****** for connecting flight, Frontier had that flight cancelled without proper notice. I spent 24 hrs in the airport just for the flight to be cancelled. I am stranded states away from my home with my two children at 3am. They offered no type of support. Just told me to call customer service whose phone number does not even work. Fraud business. I already requestes a full refund. This type of business is unfair and unprofessional.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint regarding my recent experience on July 18th with Frontier Airlines. Our trip to *******, **********, was significantly disrupted due to a series of delays and cancellations.Firstly, our original flight to ******* was delayed for two hours. While frustrating, this was compounded by a subsequent delay and cancellation of my son's connecting flight. He was left stranded at the airport for several hours, incurring unexpected expenses for dinner and parking.More concerning was the cancellation of our return flight. The initial delay of four hours was attributed to a ********* issue, which is understandable. However, the subsequent cancellation, unrelated to *********, left us stranded at the airport with no hotel or transportation assistance offered by Frontier. We were forced to secure an Uber to a hotel at our own expense, incurring a cost of $330 for the night.Despite the significant inconvenience and additional costs (dinner, parking, ************* Frontier offered no compensation for the disrupted travel or our unexpected overnight stay. This lack of customer service and disregard for our situation has severely eroded our trust in Frontier Airlines.Furthermore, due to the unreliable service and cancelled flight, we were forced to book last-minute flights home with another airline, incurring an additional expense of $800.I urge the Better Business Bureau to investigate Frontier's handling of this situation. Their lack of support and compensation for such a significant disruption is unacceptable.Thank you for your time and attention to this matter.Sincerely,*********************************

  Business response

  07/31/2024

  Hello  ********.
  
  We have received your correspondence/communication with the BBB.
   
  I was looking that under the flight  on July 18th. The trip to *******, **********, was significantly disrupted due to a series of delays and cancellations.
  
  I read that your  flight to ******* was delayed for two hours. also a delay and cancellation of your son's connecting flight. 
  
  He was left stranded at the airport for several hours, incurring unexpected expenses for dinner and parking.
  
  I was looking and you said that the first cancellation event was due  to a ********* issue, and the second one not.
  
  I was looking that you had to spend in additional uber expenses and Hotel too cost of $XXX for the night. That is meaning (dinner, parking, ************* I read that you never received any compensation for all the inconveniences that you had. Also I see that you had to book another Airline's ticket   for an additional expense of $XXX. So you are disputing the amount of  $XXX.
  
  I'm sorry to hear of the cancellation to your flight.
  
  We consider feedback from customers very important and continuously review policies and procedures. Thank you for helping us improve.
   
  In order to provide the best option to you request I will need some information due to I could not find the booking in order review the details.
  
  I will need the following information that has to be under the booking.
  
  Confirmation code
  Phone number
  Email address
  Las 4 digits of the card that processed the payment.
  Flight number.
  Address.
  
  Once I get the information I will work in your case and provide a resolution as soon as possible.
  
  Kindly,

  Frontier Airlines
  Customer Relation 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. ↩