ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew Frontier Airlines on way back from a cruise. I was unable to check in for the flight until I arrived in *****. Frontier employees were late (after the 2 hour prior to flight time). The lady assisting us was very rude. We were 6 lbs over the apparently new weight limit of 40 lbs per check luggage. I didnt know about that until that morning when it was too late to figure something out. Since we did not have any carry ons (which were paid for) and only 1 of 2 allotted personal items, I asked if that would be okay (since their reason is due to fuel). She rudely said no. She informed me of the weight overage after tagging the luggage and the employees notifying us that security is running behind. At that time there was a long line behind us. She charged me $50. Then we couldnt hear the gate attendant due to being so quiet. The flight crew was late so we boarded late. Then we were told carrousel 4 but our flight was at baggage claim 1 (per the board at baggage claim). Luggage arrived 1 hour after we arrived to baggage claim. One luggage was damaged and NO ONE with Frontier tending the Frontier desk at baggage claim. Has got to be the worst experience.

  Business response

  04/05/2022

  Dear,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines about your flight on March 26, 2022 when you were traveling from ***** to **********. Were sorry to hear that you had this kind of experience with employees being late and also rude behavior.
  
  Your description of this incident is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. 
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our agents who will follow up with their team to ensure your experience is not repeated.
  
  Unfortunately we cannot ***** a refund or waiver for your flight or your bags because your flight has a boarded status and also service were rendered regarding your baggage. As a courtesy I have issued you two $100 travel credits each to use towards future travel.
  
  XXXXXXX XXXXXXX-XXXXXXXXXXXXXXXXXX
  XXXXXX XXXXXX-XXXXXXXXXXXXXXXXXX
  
  Your vouchers are good until July 4, 2022. You do not have to fly by this date, but a flight must be booked before the vouchers expire.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Regards,
   
  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.
      Its one-time use, meaning there will be no remaining value after redemption.
      It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
      Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
      The name on the new reservation must match the old reservation exactly.

  Customer response

  04/05/2022

   
  Complaint: 16967092
  
  I am rejecting this response because:This significantly restricts my ability to use them as they only book flights so far out and has a short deadline to use the vouchers. I responded to Frontier without a response. With the way we were treated, service received and this response, I question whether they should have my familys business.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 15, 2022, I purchased an airline ticket from Frontier Airlines for a round trip ticket from *********************, to **********, ******************. On March 29, 2022, I was returning home on flight F9 81 non-stop to *******, which was delayed 2 hours. After we took off, we found out that the flight would be rerouted, and we would now be stopping in *******, *******, to get fuel. When we got there, we waited another hour for fuel before heading to *******. We got to ******* close to 1:00 am, and their website says you can get a refund if your flight is delayed, and they are not accommodating me. The staff is being rude and hanging up on me. The rules state:"There are times that Frontier will have to cancel or make changes to a flight. These changes or cancellations can happen for many reasons and are handled with care because we realize there may be impacts on our customers. If your flight is changed, you will be sent a link via text and email to select a different flight or to receive a refund when available. Follow the link when notified."It also says;" Frontier Flight Delay Compensation If your flight arrives or departs late from the airport, you are eligible to get compensation of up to $600 per passenger. Any flight which is delayed more than 3 hours is eligible to claim for the compensation."

  Business response

  04/05/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines in regards to your delayed flight on March 29, 2022 when you were flying from **********, ****************** to *******, **. I do apologize that your travel plans were disrupted in this matter and I appreciate the opportunity to address your concerns.
  
  Upon looking into this for you I do regret to inform you that we are unable to honor your request for a refund. Frontier does not issue refunds for flights that have been flown and or boarded. The link that you are speaking about is only provided when flights are cancelled and or a flight is is changed completely, and if a link was not sent to you stating that you can choose a refund then we are not able to honor that request, as you would have had to be the one to submit that request, and you would automatically received a refund.
  
  I apologize again and highly encourage you to give us the chance to impress you on your next flight.
  
  Regards,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  04/05/2022

   
  Complaint: 16966645
  
  I am rejecting this response because:

  This airline is not being honest about my travel details on that day, and it is insulting that they think I would make this up, as they are stating in their response. My flight was redirected to *******, ** when I purchased a nonstop flight to *******. We left ********** two hours later than the scheduled flight, to make matters worse. They told us we needed to stop in ******* for fuel which added another hour on my travel, and they are saying that their records are not showing a delay in the system. For safety reasons,this is not right because I know these events happened, and this airline is insulting me as if gett a refund is all I want. If their website says they refund passengers for delays over 3 hours, they should stick behind their word if flights are delayed or rerouted. I am disappointed in how they are handling me as a customer.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a frontier air ticket ****** ***** ******. When I did the ****** *****, the counter representative made a billing mistake and charged me 70 dollars and gave me a little paper to call and get my refund. This is the first billing mistake on this flight The second . Billing mistake happened When I was returning from ***** to ******. Again another representative made also a billing mistake This time ****** * the counter representative) was making fun with a coworker about the fees they were charging and told me that I should pay 50 dollars for the second bag* the first I already paid). I told her if the second bag had overweight I wanted to remove some of the pounds of that bag and put them in the other luggage and in my personal item. She said that was not a good idea because my personal item would look be to big. So she billed the extra 50 dollars and then she told me I could go. When I tried to continue boarding another representative told me that I had to pay for the carry on because it was too big . I went back to ****** and told her that I was not going to pay any more money and wanted my to organize the things in my 2 suitcases and my carry I do I did not have overweight. She waited too long and the luggage was taken away. She then told me laughing that oooops now it was no longer possible to organize my luggage. I asked to talk with the supervisor *************************, she refused to accept that the representative gave me an unprofessional service and refused to see the video cameras to check that I asked to organize my luggage before paying but ****** advised me not to. I wont stop complaining until I get my 70 dollars back from the fist mistake and the 69 of the second billing mistakeSomebody has to stop the abuse to consumers. Frontier has no limits abusing people. The workers even make fun of this situation. Videos can show that I am telling the truth.

  Business response

  04/05/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  While reviewing your reservation I do not see any charges for $70 and $69. I do see that you originally bought 2 carry on bags for $53 a piece and they were exchanged for checked bags at the price of $65 a piece for each flight. You were not double charged. You were charged correctly for having 2 suitcases. For you return flight you bag was overweight and you were charged in the amount of $50 for your overweight bag. I can refund you in the amount of $65 for you carry on bag due to you not being charged for the carry-on for you departure flight. I do not see any billing mistakes on the reservation.
  
  We have refunded the amount of $65.00. Please allow up to 7 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 description of XXXXX X. not wanting to help the situation is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. 
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our *********************** who will follow up with their team to ensure your experience is not repeated.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Regards,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  04/06/2022

   
  Complaint: 16966539
  
  I am rejecting this response because you are not being honest about what happened and you are trying to help protect  FRONTIERS image.

  
  I am attaching my credit Card statement here, so you see that on my way to Miami the Frontier representative charged me for two bags as if I would have not bought on line,one bag when I bought the ticket. She kindly acknowledged her mistake and told me I was going to get my money back. She gave me a little piece of paper with a phone number to request the refund. Then she proceeded to charge me another 24 dollars for the carry on only because she knew I paid on line one bag when I bought the ticket. When I called the number on the piece of paper to get my refund,nobody knew how I could get my money back. Finally, a Frontier call center agent told me to go on line and file a form. I never received an answer to that from.
  Is that a Frontier strategy to make customers tired and quit requesting their money back?
  
  On the way back from ***** the situation was even worse. I had2 suitcases. One was almost empty and the other was overweighted and I had a small carry on that other companies never charge for.
  When I was checking in the Frontier representative ****** and another one was making fun about the ashaming job they are forced to do when billing the luggage. I asked ****** to let me put the extra weight on the almost empty suitcase and also on my carry on. She said no, you dont want to because your personal item will be too big. Then she charged me for the extra suitcase and let me go to the gate. But 3 meters away when I was trying to enter the frontier area the gate representative said you have to pay for your personal item, so I went to ****** and asked her to give me my suitcase to organize my luggage not to pay for a third bag) I had paid one on line and the 2nd one that was almost empty. ****** was looking at the representative that told me to pay for the small carry on and took too long to give me my suitcase back. At that moment the suitcase was moved by the machine and se said ooops Im sorry your luggage is gone. I complained to the supervisor who did nothing when I told her that the Frontier representative gave me the wrong information about, I was going to be charged for my luggage.  I told the supervisor I was going to put a BBB complaint and she said do what you want.
  On top of all of this when I arrived to ****** one of the suitcases was broken. I complained and I got again a simple piece of paper with no phone numbers to call... I am also attaching the document from the Frontier office at the **************. Your airline broke three objects inside of the bag because you treat luggage inappropriately.
  How am I supposed to get the suitcase replacement?
  Madame: Is this ************* airline? Whats a shame of an airline? You are abusing consumers and cant deny it.
  Give me my money and my suitcase back.
  Sincerely,
  
  Sincerely,
  
  *****************************

  Business response

  04/20/2022

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  I am being very honest, on your reservation there are no charges for $70 and $69. The only charges for your reservation are the bag charges for your two bags in the amount of $40 for bag 1, $40 for bag 2, $65 for bags 1 ,$65 for bags 2, also the overweight charge of $50. You were refunded in the amount of $65 for the carry on bag charge.
  
  You paid $53 for both of your carry on bags online, when you went to the counter you were charge $24 to change the carry on bags for the checked bags on March 16, 2022. This was a valid charge and we can not refund this charge due to you having two bags. You were refunded in the amount $65 for the carry on bags you were charge for the extra suitcase.
  
  Im sorry that you feel unhappy about your experience with our staff at the *************. We want our customers to enjoy a smooth and pleasant experience when traveling. I have made your opinion available to our airport leadership team, so that they may research the situation you described.
  
  Please be aware that Frontier Airlines requires that passengers report damage to their checked luggage within 4 hours of arrival at their destination. Our records indicate that you traveled on Flight F9 615 on March 30, 2022. There is no indication that we received communication about the bag within the required timeframe. Regrettably, we must inform you that your request to be reimbursed or compensated for the condition of the bag cannot be fulfilled.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 03/18/2022 Amount of money paid: $1,779.54 Business committed: refund for rebooked flight + hotel cost due to cancelation Dispute: Frontier canceled our ******* to *********** flight taking place on 3/18/22 with no reason given. They told us the next available Frontier flight was on 3/21/2022 Monday night! That was not possible so they told us we can book from another airline and receive a $600 voucher. Last minute one-way tickets from ******* during spring break time are extremely expensive. I spoke with the Frontier staff member and showed them that the only option we could find for near $600 was with Southwest Airlines on Sunday morning at 7AM. The total for 2 tickets through Southwest was $1,129.96. They explained that we can book through them and still get the reimbursed. Since we wanted to make sure we were following the $600 voucher price limit, we booked Southwest. Since the Southwest flight wasnt until Sunday morning, we started looking for hotel rooms. PLEASE NOTE: even on the frontier letter they provided to us it states We regret to inform you that due to high demand, we have not been able to secure a hotel room for your travel party. If Frontier couldnt even find hotel availability due to high demand, then how did they expect us to? They gave us a letter saying they can cover up to $150 for hotel. We called around 6-7 hotels and every single one was booked up. We finally found a hotel using HotWire and it costed us $647.58 for a 2 night stay (Friday night and Saturday night before our Sunday morning flight). We filed a complaint and a request for refunds using their official complaint form on the Frontier website, and Frontier has not yet resolved any issues. I have called multiple times and they keep dropping my call. I do not know how to reach them or get any updates on this matter.

  Business response

  04/07/2022

  Hello,
  
  Thank you for contacting Frontier regarding your flight from ******* to *********** on March 18, 2022. We are sorry to hear that your flight was cancelled and you had to find alternate means of travel.
  
  We apologize for the inconvenience and we are happy to address your concerns.
  
  Due to the high number of inquiries, your emails have not yet been answered. We are answering them in the order we receive them.
  
  We will be reimbursing you for $X,***.** for your Southwest flight and $XXX for your hotel stay. Please send us your current mailing address and payee name.
  
  Thank you for your patience.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  04/08/2022

  Complaint: 16966560
  
  I am rejecting this response because:

  They are only providing reimbursement of $150 when the total hotel charges were $647.58. 

  We did our absolutely best and even asked to get on the next available Frontier flight as well, and they stated it wasnt until Monday night (3 nights stay from the canceled flight evening). So, we picked the earliest flight from another airline that was within the $600 limit per ticket that Frontier said they can reimburse and that was on Sunday morning (2 nights stay from our canceled flight evening). We were on our own for all hotel stays and expenses even though it was not our fault the flight got canceled. They provided 0 explanation for cancelation. If frontier couldnt find hotel rooms for us, why is it our responsibility to pay for the mistake of Frontier? It was $647.58 for the hotel charges. If we get $150, that is still $497.58 out of pocket that we are spending. How are we supposed to cover that expense? I would like an explanation for why Frontier is not covering these hotel expenses and to see if they can cover more of the charges. 
   
  
  Sincerely,
  
  ***************************

  Business response

  04/20/2022

  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 contacting Frontier.
  
  Your flight was cancelled due to mechanical issues and as a result, we provided reimbursement for alternate travel and lodging.
  
  We apologize that you will have paid more out of pocket that what you were reimbursed. However, we cannot reimburse for more than $150 per the letter you were issued. Respectfully, an exception cannot be made.
  
  Your check was sent to the bank on April 11, 2022 and you will be receiving it soon. Thank you for your patience.
  
  Regards,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  04/20/2022

   
  Complaint: 16966560
  
  I am rejecting this response but it seems like they are not budging and will not provide reasonable resolution. Nothing else I can do it seems. It is not right that we are paying out of pocket for a mistake that is not our fault. 
  
   

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Sunday, March 27th, my family and I were scheduled to fly out of *** returning to *** on Frontier Airlines. Our flight was canceled and we were stuck in the airport with little to no assistance from the airline. We endured an additional night hotel fee of $200 at the Marriott airport location and paid $886.40 to United for the return flight. Frontier Airline representatives did not assist with helping us get another flight or paying the difference for our inconvience.

  Business response

  04/05/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding you request for reimbursement on March 02,2022 from ******* to *********.
  
  I do apologize that you flight was cancelled when traveling with us . Frontier never wishes to disrupt our passengers travel and truly wish that you could have traveled with us  under much better circumstances .
  
  We shall be able to assist you with the expenses for the other airline flight and hotel  . We shall require the proper receipts so that they can be verified and so that the accurate amount will be placed on your check amount.
  
  If you have anymore questions or concerns please feel free to contact Frontier Airlines and we shall assist you further .
  
  We thank you for your past loyalty and we look forward to your response.
  
  Regards,
  

  Customer Relations Specialist
  **********************

  Customer response

  04/05/2022

   
  Complaint: 16962705
  
  I am rejecting this response because: I have submitted documents for reimbursements. 
  
  Sincerely,
  
  Quaneca Little

  Business response

  04/16/2022

  Hello,
  
  We have received your rebuttal as submitted to the *************************** and appreciate the opportunity to further address your concerns.
  
  I do apologize,  however only one option can be chosen for reimbursement along side hotel reimbursement . As such I reimbursed for the other airline and the hotel expenses.
  
  As I have already created the reimbursement I am unable to change the option . I do apologize however we can only issue reimbursement based on the ** letter .
  
  If you have anymore questions or concerns please feel free to contact Frontier Airlines and we shall assist you further .
  
  We thank you for your past loyalty and we look forward to your response.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  04/16/2022

   
  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,
  
  Quaneca Little

  Customer response

  07/06/2022

   
  Complaint: 16962705
  
  I am rejecting this response because: I reached out to BBB to assist with resolving my flight issue on March 2, 2022 with Frontier Airline # BBB ID#********. As a result, Frontier Airline stated "I have successfully requested for your check to be issued in the amount of ****** toward the other airline and the maximum amount for hotel which shall be ******. Please allow 4-6 weeks for the reimbursement check to be issued to the address provided. On June 3, i received a check for $******. I reached back on to Frontier on June 3, at 7:48am to inquire about the $******. Today, June 13, 2022, I received a check for $558.48. this is less than the agreed amount promised by Frontier. Please assist
  

  
  

  
  
  Sincerely,
  
  Quaneca Little

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I booked a flight from ******** to ******* and ended up losing money because Frontier Airlines charged me more for the cancellation fee than the ticket. I don't understand why every other airline allowed a change for free but I had no choice but to lose 75 percent of $89 that I paid. There have been so many cancelled flights and horror stories that I have been hesitant about booking another flight. Frontier did not refund me the remaining $30, I was only offered a credit for $30 but that forces a person to continue to book flights when they prefer not to right now. We only have a limited time frame and overall feel cheated for spending $89 that I no longer have. That is the same amount of money that I could have spent on food, bills or gas!

  Business response

  04/05/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand it can be confusing why cancellation fees occurred for your flight from ***** to New York on July 1, 2021. This cancellation fee occurred due to voluntary cancellation. Our policy states that if your flight is cancelled within 13 or less days out prior to departure, you will incur a cancellation fee of $59. 
  
  Your frustration is understandable with the policy of cancellation fees. However, we are only able to offer travel credit for voluntary cancellation. We apologize for the disappointment and we hope that you will consider giving Frontier a second chance.
  
  Thank you for your patience.
  
  Respectfully,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, on 1/20/2022 I made two airline ticket purchases from *******, ** to ******, MX (travel date: 3/10-3/14) for $123 each, or $246 total (confirmation codes Z6MJHL and W9PRPC). However, on 1/26/2022, my mom, *************************, is one of the passengers and died in a car crash. My dad and Lissy's husband, ******* Adacheril ***** is another passenger and was injured also in the car accident. I called Frontier Airlines on 2/14/2022 to discuss the situation and verified that if I cancel my tickets I would get a full refund if I provide a death certificate, After I submitted my request and docs online, I received an email from them saying that they will not be giving me the full refund. Therefore, I ask if you can please help me in getting the $246 refund for my cancelled tickets. I attached a copy of my mom's death certificate.Thanks.

  Business response

  04/07/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier regarding your flight from ******* to ****** on March 10, 2022. We are sorry to hear of the unfortunate events and we are happy to address your concerns.
  
  Upon researching reservation XXXXXX, a full refund was issued, along with the Loyalty points, on March 02, 2022 to the cards we have on file. Regarding reservation, XXXXXX, we cannot issue a refund. We can only issue a credit. A credit of $XXX has been issued, along with the Loyalty points, and will expire on June 01, 2022. You do not have to travel by that time only have the credit applied to a future reservation. We have included your redemption instructions below.
  
  To redeem your credit:
  -Go to www.FlyFrontier.com 
  -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.
  
  Thank you for your patience.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-28-21 I was forced to cancel a flight to ******* due to COVID. Frontier issued me a credit for $305.96. The credit had an expiration date of 3-29-22. I attempted to rebook at flight on 3-29-22 and was denied due to the credit expiring. I was told that my credit expired at 2:37 pm on 3-29-22 but it states nowhere that there is an exact time on 3-29-22 that it expires. They refused to help me and basically said nothing we can do. I lost the $305.96. The same exact thing happened to my girlfriend and she was was told that while it says that the credit expires on 3-29-22, it actually expired yesterday on 3-28-22. She lost $513.31. This is unacceptable.

  Business response

  04/07/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regard the credit issued for your flight on December 31, 2021 for travel from ********* to *************** with a return flight on January 3, 2022.  We are sorry to hear that you were unable to complete your travel as planned due to a positive Covid case.
  
  In reviewing your reservation and the documentation that you have submitted I do see that although your credit was set to expire on March 29, 2022 and the email that you received stated that the credit expired on March 29, 2022 you were unaware of the time that it would expire.  Under the circumstances that you were unaware of the expiration time and did call in on the same date we are able to offer you a one time exception and extend your credit for a 48 hour period through a Frontier voucher.
  
  Your voucher extension number is XXXXXXXXXXXXXXXXXX in the amount of $XXX.** and is good for use toward a future booking for the next 48 hours.  Please keep in mind that you do not need to complete your next booking within these next 48 hours however you must apply your voucher toward a future booking within this time for the funds to remain valid.  Travel can be booked out as far as the calendar will allow.
  
  Additional instructions on how to redeem your voucher as well as Frontier's terms and conditions can be found below.
  
  We appreciate your continued loyalty and look forward to servicing your future travel needs.
  
  Kindly,
  
  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.
      Its one-time use, meaning there will be no remaining value after redemption.
      It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
      Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
      The name on the new reservation must match the old reservation exactly.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight confirmation: MFNFYK Original flight was affected by a schedule change. I called Frontier airlines to change my flight and the agent said it would be easier for him to cancel the flight and reinstate my voucher, so that I could book a new flight. He said I would receive the reinstated voucher at my email address within 5-7 business days from the back office. It has now been 1 month and I have yet to receive the reinstated voucher for this reservation.

  Business response

  04/05/2022

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching back out to Frontier Airlines concerning your voucher in the amount of 74.98.  Created on 29 Mar 22 expiring on 29 Jun 22. Voucher number XXXXXXXXXXXXXXXXXX.
  
  You should have also received another email at your email address with the voucher information in it as well.
  
  Once again thank you for giving us the opportunity to get this matter cleared up for you.
  
  Best regards,
  
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid the business ***** dollars. They were to get us from SXM airport to *********** airport- ended up in *********, **. Filed with BBB last week, frontier then reached out offering steps to make things right, now havent heard from them since extremely poor experience that I and SEVERAL other travelers experienced. I am appalled at everything that I experienced and witnessed. Personally, I was with a group of 3, we were traveling from St ****** to ***********. We were told that we were boarding late because someone was not showing up to work. They kept us on hold pushing the boarding time back and their reasons for the delay were different every time. We began boarding the plane 1 hr late. We then proceeded to sit on the runway for another hour. Overall we were about 2.5 hours behind schedule. We and SEVERAL OTHERS missed our connecting flight from MCO to *********** (as well as various other locations). The staff were all EXTREMELY unhelpful, nobody had answers for us or could tell us what to do. Everyone just kept being redirected to someone else. After 4+hours of waiting staff said the best they could do was get us out and back to *********** in 2.5 more days (arriving Tuesday when we were set to arrive Saturday night). They said that they wouldnt pay for hotels / food until then. We met close to TWENTY people in the same predicament with no answers and nobody willing to help us. For obvious reasons we couldnt wait around and extend our trip for that long due to work and children and other pressing issues, so we had to look up alternative options on our OWN. We ended up getting booked on the morning of 3/20 from MCO to ******* with some other individuals that we met on our 4+hour line. We stuck together and helped eachother since staff was not helping. We had to go to ******* because it was as close to *********** as we could get. We had to rent a car and were not compensated for that, the gas, or food when our ticket should have been refunded!

  Business response

  04/05/2022

  Dear,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We truly apologize that the delay of your outbound flight from Princess ******* to ******* caused you to miss your connecting flight. It is never our intention to inconvenience our passengers in any way. Reviewing you reservation, I noticed that the reason of missing your connecting flight was controllable.
  
  After further review I can see that another agent has reached out to you earlier today regarding incident #******-XXXXXX. I see that you have been issued $150 vouchers as ************. Given the details of the incident this is the max ************ we can offer.
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our agents who will follow up with their team to ensure your experience is not repeated.
  
  Regards,
   
  Customer Relations Specialist
  **********************

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