ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  10/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/21/2021 -FLIGHT 71 OUT OF ****** ****** HAD ISSUES FROM THE START OF THE FLIGHT TO INCLUDE "WEIGHT DISTRIBUITION ISSUES"-WHEN THE ***** BEGAN TO TAXI IT WAS "SWAYING" WHILE STILL ON THE GROUND CAUSING CONCERN, YET STILL TOOK OFF AFTER AN HOUR AND A HALF DELAY -WHILE IN FLIGHT HTE *****S LEFT ENGINE BURST INTO FLAMES CAUSING AN EMERGENCY LANDING -WE WERE TOLD IT WAS A "BIRD STRIKE" YET PROVIDED NO EVIDENCE TO PROVE THAT -WERE TOLD IT WAS "NOT THERE FAULT" BECAUSE IT WAS AN ACT OF NATURE YET WERE STILL NEVER PROVIDED EVIDENCE OF THE EVENT -SPOKE TO CUSTOMER SERVICE WHO STATED THEY WOULD DO NOTHING -SPOKE TO THE ***** OFFICE IN ************** WHO LITERALLY SHUT THE DOOR IN OUR FACE AND LOCKED IT WITHOUT HELPING OR ANSERING ANY QUESTIONS -LEFT ALL PASSNEGERS STRANDED WITH NOWHERE TO GO AND LITERALLY NO EXPLANATION OF WHAT TO DO WHILE WAITING FOR ANOTHER FLIGHT (NEXT DAY FOR SOME)-DID NOT ASK IF ANY OF THE PASSENGERS WERE OK OR EVEN OFFERED WATER OR FOOD AFTER THE TRAUMATIC EVENT

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  
  We are happy to help you. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passengers First and Last Name
  -Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE (3) of the following pieces of information:
  
  -Phone number on the reservation
  -Email address on the reservation
  -Mailing address on the reservation
  -Name of the ************* (If booked through a 3rd Party)
  -Flight Number
  -Passenger Date of Birth
  
  We appreciate your cooperation, and look forward to hearing back from you.
  
  Sincerely,
  
  Customer Relations Department
  **********************

  Customer response

  12/13/2021

   
  Complaint: 16078655
  
  I am rejecting this response because:

  
  I am rejecting this response because I provided this information in the original complaint. Your response shows that this is an automated response, you did not read the actual complaint and you are attempting to delay the actual response to my complaint. I will provide the information requested again: 

   

  ***** and **** Zepeski 

  The reservation Confirmation code is: B9QGNZ

  Frontier Flight 71 on 10/29/21.

   

  Please address the complaint. 
  
  Sincerely,
  
  ***********************

  Business response

  12/15/2021

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  I think I have located your flight on October 30, 2021 from ****** and ****** that was impacted by a flight cancellation. I do apologize for the inconvenience that this matter has caused you.
  
  I know how frustrating this matter must have been for you and I do apologize for the  traumatic experience that this must have been for you and your travel companion. From the notation in the system regarding this issue it does seem as if this cancellation was caused by a bird strike and was considered an act of nature. In cases such as these, we unfortunately, have very limited options due to unexpected and unpredictable nature of the incident.  know that this must have been very frightening for you and these limited options have a large role in this as well.
  
  I do apologize for the handling of this matter and how you and your travel companion were treated after the incident. This is not at all the level of customer service that we strive to provide when a customer has been impacted by an unexpected cancellation. I have forwarded this concern to our ****** leadership who will be addressing this incident with their staff. We do not want this handling of our customers to continue in the future.
  
  Along with our sincere apologies, we have issued an electronic voucher in the amount of $50, which can be applied towards your next Frontier Airlines flight.
  
  To redeem your voucher, please visit www.flyfrontier.comand 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 [+]" then enter the voucher number:
  
  XXXXX XXXX -XXXXXXXXXXXXXXXXXX
  XXXX-XXXXXXXXXXXXXXXXXX
  
  This voucher must be redeemed before March 15, 2022, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
  
  I again apologize for the inconvenience that this matter has caused you. We sincerely hope that this will not deter you from traveling with Frontier Airlines in the future under much better conditions.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************
  ******************************************
  Electronic Vouchers:
  
  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.

  Customer response

  12/17/2021

   
  Complaint: 16078655
  
  I am rejecting this response because:

  
  We reject this response and will not be accepting the $50 voucher.  First of all, after going through such a traumatic experience, it is very unlikely we will ever fly again.  My wife has been in therapy due to this incident.  She has nightmares and is unable to sleep numerous times a week.  If we were to fly, there is no way we would ever trust Frontier after the way we were treated.  Second of all,we incurred more than $180 dollars worth of additional charges due to this incident for a hotel and transportation after your employees kicked us out of the airport and in to the streets of ******.  At the very least you should reimburse us for those costs for which I can supply receipts 
  I am also very curious as to why you continue to refer to what happened to us as a flight cancelation?  Our October 29th flight was not cancelled.  It took off,caught on fire, and then had an emergency landing.  None of this has been reported to the NTSB,which Im sure is something the local news agencies would love to hear about.  I need to see the incident report of what occurred during our October 29th flight.  If you are unable to provide such a report, I will have to seek legal counsel.
  Sincerely,
  
  ***********************

  Business response

  12/22/2021

  Hello,
  
  We have received your rebuttal as submitted to the *************************** and appreciate the opportunity to further address your concerns.
  
  I completely understand your apprehension regarding future travel with our company after such a traumatic experience. I ensure you that you have our full apologies for this incident, especially after the additional expenses that you have incurred due to the unexpected nature of the emergency situation.  The vouchers will be available to you until the March 16, 2022 expiration date in case you change your mind.
  
  I understand your request for an incident report in this matter, however, this is proprietary information that cannot be made available to you. This information is only for internal use. I do apologize for any disappointment that this resolution has caused you. 

  Unfortunately, there have not been any reimbursement measures set forth for this delay we are unable to reimburse for the hotel and ground transportation. You may seek to reach out to the ****** airport for further consideration as additional compensations can only be authorized by the airport management where the event took place.
  
  I am again very sorry for any inconvenience that this matter has caused you. We hope to be able to retain your loyalty in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  01/11/2022

   
  Complaint: 16078655
  
  I am rejecting this response because: I do not understand how the mechanical issues that caused the flight plane to burst into flames and potentially harm all passengers and crew members can be for internal use only. If you are claiming the flight was downed due to an act of nature you MUST provide evidence of that to the people you are claiming that too. You also are required to report the issues to the **** and that has still yet to occur. I need to see evidence of your claims. 

   

  With that being said, a $50 voucher to people who believed they were going to die while on your flight is not only insulting, it shows you do not care about your customers or wish to help with the aftermath. Not only with the flight but the fact that we were pushed to the street after being held unwillingly in a foreign Airport. I do not appreciate how Frontier Airlines is down playing this traumatic event. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a message on the way to my wedding that my flight had been cancelled. I managed to find a flight that let us finish our trip, but there is a large layover in ****** and I wont return until late the day after I was expecting to. Thanks to that I had to cancel my honeymoon since we wouldnt be back in time. I also have pet that needed to be picked up on Saturday. I contacted Frontier to explain and they offered me a $50 on future flights. No offer for a place to stay during our overnight stay in ******. I know flights get cancelled but calling me as Im getting ready for my wedding, adding to that stress, then having to figure out new flight plans moments before what is supposed to be a happy time and realizing theres no way I can get home before I need to leave for our honeymoon, and no way to get our pets picked up and brought to what wouldve been our new sitter, really ruined the day. Its not easy for us to just pick up and go on a vacation so now we dont know when/if well be able to have a honeymoon. Now Ive got to pay for another hotel, pay an exorbitant amount to keep my dogs over the scheduled time and my compensation is $50? I am extremely disappointed. Ive never had a pleasant experience with frontier. I would never fly with them again. Oh and to add insult to injury we were even given seats next to each other

  Customer response

  10/31/2021

  File complaint - ******** After being forced into a layover in a city with weather far colder than what we planned for, on a plane where I could be even sit next to my husband, feeling nauseated the whole flight - because I get motion sickness which is why I pay for a window seat, I cannot get my luggage. So I cant brush my teeth, TAKE MY MEDICATION, change my underwear! I am out thousands of dollars, have been given nothing but a headache and now am at risk health wise due to negligence. I want a full refund for my flight. I was offered a $50 voucher which I do not accept as I will not fly with this airline ever again

  Business response

  11/17/2021

  Dear,
  
  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 your recent flight. After review, the flight was affected by a schedule change on October 20th. Schedule changed flights have the options of leaving the flight as is, rebooking on another flight, canceling and placing funds in a credit or opting for a refund.  Schedule changes over 3 hours are provided $50 vouchers as compensation for the delay. We would only offer hotel compensation for flights that are cancelled same day and the next available flight isn't until the next day.
  
  I apologize for any inconvenience this may have caused and understand this wasn't the answer you were hoping for however, hotel compensation wasn't offered for this flight. I . We hope that we can service your travel needs under better circumstances in the future.
  
  Kind Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One adult and one three year old child. Wednesday 09/2/2021 flight from ********* to ****** flight #*** Depart 2:29pm Arrive 5:54pm. Overnight lay over was 13hours. 09/23/2021 flight from ****** to Norfolk flight #***. Depart 7:20am. Flight from Norfolk to *********, no airport or airline staff ever asked that the child wear a mask during the travel duration on. The return flight from ********* to Norfolk with a lay over in ******* ********* to ****** on Frontier the child was never asked to wear a mask by staff and boarded the plan with no issues. After a 13 hours layover in the airport, the airline changed the boarding gate at the last minute and all passengers had to run to the new terminal. The child was eating breakfast at the time of the terming change announcement. Both passengers rushed to the next terminal and child was still trying to eat and board at the same time. The two passengers attempted to board the connecting flight at **** am. The boarding agent said said that the child needs to wear a mask and an adult size mask was provided to the child. The child was having a difficult time keeping the mask on her face due to the large size of the mask. The passengers were let onto the flight but the boarding agent starting yelling the they be removed from the plan due to a 3 year old child being non-compliant. The boarding agent denied passengers from retrieving carry on bags and said they would have to deal with that and its not the airlines problem. Airline would not allow the passengers to be moved to another afternoon flight and stated that they don't have to let them fly and that its not their problem. Passengers had to check into a hotel and wait until the next day with no luggage or toiletries. Adult passenger(wife) was visiting Active Duty Husband and traveling with a child that was recently removed from an abusive home and was still not comfortable traveling. Baggage for the child with all court document's and belongings are lost.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  
  We are happy to help you. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passengers First and Last Name
  -Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE (3) of the following pieces of information:
  
  -Phone number on the reservation
  -Email address on the reservation
  -Mailing address on the reservation
  -Name of the ************* (If booked through a 3rd Party)
  -Flight Number
  -Passenger Date of Birth
  
  We appreciate your cooperation, and look forward to hearing back from you.
  
  Best Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and i was schedule to travel with frontier airline on July 07,2021 from *************************** to *********. At the gate we were told that the fly was cancelled. They did not make any effort to put ours on another flight. We did not have any other choice since we were going to a funeral. Since that date we have been waiting for a refund that they promised at the counter. on august 04,2021 we received an email confirmation from them for the amount of $897.36 .we have been very patient, we call several time regarding this matter, we have not received our refund.

  Business response

  11/17/2021

  Dear,
  
  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 your reimbursement check. After review, it was found that the agent handling your case made a mailing address error.
  
  In this case, I will have to submit a stop-payment request and re-request your reimbursement. Since we aren't able to expedite the auditing process it will take another 4-6 weeks to be mailed out again. Just to confirm, the address we have on file now is:
  
  XXXXXXXXX

  
  If you notice any errors please let me know as soon as possible. I apologize again for any inconvenience this may have caused. We really appreciate your patience while dealing with this matter.
  
  Kind Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received Frontier Airline miles when our flight was canceled due to Covid 19 twice. We have been trying to use our miles, but everytime, it will not let us. We have tried on line and on the phone. It says the problem is with our account. We would like our money back as they are not allowing us to use the miles. This is getting very frustrating I believe they just want to keep our money which is fraud.

  Business response

  11/17/2021

  Hellol,
  
  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 your request in accessing your Frontier Miles on October 31,2021.
  
  After many attempts using the information provided in your complaint we were unable to find an account linked to the email.
  
  However , we were able to see that you were refunded miles previously to ( what I am guessing is) your husbands email address .
  
  Please verify which email you used to purchase the miles as we see none connected to the one provided
  
  We look forward to your response and hope that you have a wonderful day .
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/18/2021

  
  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

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a health condition and needed to change my flight date and I called at 7:12 am the person at Frontier ask me for the locator number. I gave it to her and she said she needed the Frontier number and third party. I told her I did not have and she said no problem I can look it up. What’s your name. I told her and then I never heard from her again. I kept saying hello and could hear other people from the company talking and booking flights . She never answered. This could cost me money . It also was rude about how it was handled.

  Business response

  11/17/2021

  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 trying to change your flight date on your most recent flight on 10/30/2021 when you had planned on traveling from Oakland, Ca to Las Vegas, NV. I do apologize that you were not able to get the help you deserve and can assure that is not how we handle things here at Frontier.
  
  Upon checking into this for you I can see were you were tagged as a no show and the flight is not eligible for a refund. However I have removed the no show and issued you a 12 month travel credit good for use on future Frontier flight. Also as a one time courtesy I did waive the cancellation fees and you will receive a full credit in the amount of $xx.xx. Your credit shell will expire on November 01, 2022, and details on how to redeem your credit are listed 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: xxxxxxxxxxxx
  
  If applicable, a credit card will be required for any residual value.
  
  Again, we sincerely apologize for this experience, and thank you for your past loyalty. We hope to service your travel needs under better circumstances in the future.
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/17/2021

   
  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

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/2/2021 I purchased flights for myself and my friend Alexandra ***** through Frontier Airlines. The flight was from *************** to *********, then from LV to ***. (Flight 61, subtotal $344.48, departure date 6/27/21). At the airport, I paid $55 per each of our suitcases, totaling $110. A few hours before our flight out of ***************, we were notified that the flight was cancelled. We were emailed a form providing us with options for how to get home/get reimbursed for our extra travel expenses. We finally found a direct flight to Phoenix through Southwest and I purchased tickets for the two of us ($539.32 each, totaling $1078.64). All other airlines (i.e. airlines offered through https://rebook.tripeasy.com - I will attach documents that will explain) only had flights that were 15 hours+ and over $1000 a person. We were explicitly told at the airport by Frontier staff that we would be refunded for our cancelled flight, plus our luggage fees. Then, we were to choose a reimbursement option. We chose option 2 which stated that we would be reimbursed up to $400 per person for travel on another airline. Upon arriving home, I submitted a claim for the reimbursement, and never heard back. I called multiple times and was told I had to wait, then was told I had to submit a separate incident report, which I did. I provided all of the required documents/travel receipts, etc. Finally, months later, I received a check in the mail for just $345.52. Twice I called to ask about the remaining $455 Im owed, and I was put on hold for ***** min only for them to drop the call each time. After calling a third time today, I was told that the refund for the original flight ($344) plus luggage fees ($110) was already paid so thats why my reimbursement was only $345. I do not understand how my refund for a flight that was cancelled, plus $110 in luggage fees for a flight I did not get on equates to a reimbursement for alternative travel. I want my full reimbursement of $800

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  
  Thank you for contacting Frontier in regards to your flight on June 27, 2021 from ******************* to *********, **. I apologize for the sudden cancellation of your flight and the confusion with the reimbursement, I am happy to assist.
  
  Cancellations are never welcomed and I assure you that Frontier does not makes these changes with the intentions of being insensitive to our guest. I apologize for the impacts this cancellation has had on your travels. Upon investigation I do see a full refund in the amount of $xx.** on the reservation XXXXXX. I apologize for the misinformation provided by the agent at the airport, however it is policy that any refunds of the flight are subtracted from any reimbursement provided as refunds and other airlines reimbursement are typically offered as two separate options. The amount reimbursed is accurate to the full amount possible minus the refund. I apologize but I am unable to offer any further compensation. I apologize again for the sudden cancellation and its impacts on your travel plans.
  
  Please feel free to reach out with any further questions.
  
  Regards
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a flight for myself and my two daughters to fly in mid-March 2020. The flight was canceled due to the pandemic and I was offered a refund or credit. I opted for a refund, but was given a credit instead. There was no expiration date with the credit information. As my children are under age 12, we are still uncomfortable having them fly, and as such, we have not been able to rebook our travel. Unfortunately, Frontier is now telling us the credit (for almost $600) has expired. Our initial flight was canceled by Frontier, so this is on them, not us. After spending over an hour on the phone with them to no avail, we are now seeking a full refund as the trip we booked was canceled by the airline.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Booked a flight through Frontier. My return flight was canceled. I was offered a refund or flight credits. Booked another flight into a different airport without using my credits by mistake. I spoke to customer service and addressed the issue. My departing flight was canceled by a website error. I was told I would have to rebook. Which was fine. But I was still going to be charged $90+ cancelation fee for something I did not approve. I was never asked to enter a credit card number or any verification on canceling my flight. When I inquired about getting cancelation fee back. The employee simply hung up the phone. I have called at least 4 times today trying to resolve the initial problem and recieve assistance in which resulted in even more of a headache without anybody able to speak to to assist in the matter.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Refuse to give refund. Have not received refund. Was not able to travel . Kept money for trip was not able to take.

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