ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  While I was purchasing tickets I clicked on a price of $166 per ticket and while I was checking out the prices were changed to $211 a ticket. So while I had clicked on one price the computer was allowed to raise the price while I was selecting my bags and seats. I had also applied for their rewards credit card and because I took that extra time they said the computer raised their price and there was nothing they can do. I would like a refund in the difference in ticker prices. I bought 6 tickets.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My husband ********************************* and I arrived at the *** airport to board flight FB7DRW on 10/8/21 from ******* ** to ********* ****** we checked our bag and boarded our flight without any problems. When we arrived in ********* our bag never came out at baggage claim. We went in the frontier office and asked about our bag and was told by the supervisor on duty that our bag was still in ******* and they would not be able to get it to us until Monday, which was the day we would be returning to ******* so we asked them to just leave the bag there and we could get it when we get back. Notably upset my husband asked what are we supposed to do while we are here we do not even have underwear! The supervisor gave us the customer service number for baggage problems and told us anything we purchased that was toiletries or clothing would be reimbursed once we upload the receipts after we retrieved our original bag in *******. When I called to make the claim I was told I could not be reimbursed due to the incident being coded as a "Voluntary Separation". We were never told our bag would not be on the flight with us, or asked if we wanted to board the plan without our bag, or told we needed to book another flight. The communication with Frontier staff was terrible and it cost me money that I did not have to spend and all they offered to do for me was give my husband and I a future travel voucher for $25 which would be useless because I will never fly with Frontier Airlines again.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was booked a one way trip for 4 people and had seen it at 119 per ticket, began the booking process and had even selected our seats & luggage options. During this process frontiers website refreshed on its own taking me back to the beginning of the page to search for flights. When searching for flights the airfare was much higher than intiially selected. I called frontier to advise on this but the rep only kept saying that prices change all the time. However prices should change in the middle of booking the trip. I feel that frontier does this inadvertently to get people to pay more and its an unfair business practice on their part that hurts the consumers.

  Business response

  11/11/2021

  Hello,
  
  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 with your concerns regarding your website experience on 10/13/21 when you were booking a one way trip for four people. I'm really sorry to hear that you had seen the cost at $119.00 per ticket and began the booking process including your seats and baggage options at which time the website refreshed on it's own, taking you back to the beginning. After that happened, the fare was much higher and when you called for assistance you were advised that the prices change all the time.
  
  It sounds like you had some trouble with flyfrontier.com. I'm sorry that was your experience and appreciate you bringing this to our attention. Please be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered online.
  
  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.
  
  Your feedback is appreciated as we are always seeking ways to improve as an airline. I hope you will continue to choose Frontier.
  
  Best Regards,
  
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I fly frequently and I have never had such an absolute horrible experience with an airline. On October 21st, my boyfriend and I were flying to ******. First, frontier changed the terminal which caused a commotion because we had to go to one terminal (which was not shown on the ticket) to check our bags and then back over to another terminal to get through security. Once we arrived at the ticket counter to check our bag, we were told (along with 7+ other people) that there was not room for us on the flight because the flight was oversold. ***** at the Frontier Airlines counter informed us then that this was a no refund situation because our flight wasnt canceled or delayed we paid $174+ for frontier airlines to fly us to DEN and they oversold our seats so we could not get on the flight and they were not going to refunded money we paid to get flown to ******** Since this incident, I have had to ARGUE to get refunded only $122. Absolutely atrocious. I have spoken to Frontier 7 times now on the phone and spoke with ***** 3+ times and now I am speaking with Trip.com in an attempt to get the rest of my money refunded. I am frustrated, disappointed and mad at all the time that has been wasted.

  Business response

  11/11/2021

  Dear,
  
  We have received your correspondence  submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  First, please allow me to apologize for the horrid experience you had while flying with Frontier Airlines, our priority is to provide our customers with a safe, comfortable flight as well as stellar customer service.  I know that traveling can be very stressful. 
  
  However, there was a gate change and an email was sent to *****************************, @ XXXXXXXXXX the email was sent at 7:21 PM; email: XXXXXXXXXXXXX.  Researching the flight manifest shows 162 passengers on board flight #***, and there is no mention/validation  of the flight being over-sold. 
  
  You purchased a non-refundable flight in the amount of $122.96, according to policy, you are due a travel credit in the amount of $122.96, which is valid for 12 months which was provided on October 22,2021. There is only 2 charges on your payment summary: Master Card ending #**** amount $ *****; Master Card ending #XXXX amount $ ***** and a***Declined **** Card # ending XXXX amount of $******** making the total amount of your charges: $122.96.  Unfortunately, a travel credit is all that can be provided for you.  I thank you for being the best part of Frontier Airlines.  It has been a privilege to assist you with this matter.
  
   Graciously,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter, *************************, was booked on a flight with Frontier Airlines (flight # ****) from ************, ** to ********, ** on Friday 10/8/21. Her flight confirmation number was ******. She got to the airport and the flight was initially delayed 3 hours and then cancelled. The weather was not the issue in ***** nor ********. She went to the counter in the airport and I called Frontier airlines many times (i was disconnected twice) and was told that the next fight for her to ******** would be Monday 10/11/21. In the airport, she was told that the issue was the pilot was not available. I checked other airlines and they were flying that same destination that evening so it could not have been weather related. Frontier only offered to refund me for the cost of the flight. They left my 18 yo alone in the airport and did not provide her with another means to get home to her family. I spoke to ****** at Frontier who told me that Frontier would reimburse me up to $400 if we booked her on another airline. I booked her on Delta for $358 the following morning (she spent the night in the airport all by herself). Frontier then reneged on their word and refused to reimburse me for the Delta flight. They would only reimburse me the $58 charge for her original flight, essentially stranding her in the ********************.

  Business response

  11/11/2021

  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 regarding your daughters flight delay/cancellation and your request for reimbursement for another airline on October 25,2021 for her flight on October 08,2021. I do apologize that your daughter was stranded in an airport as I am sure that this is not a situation that any parent would want their child in.
  
  Upon looking into your incident I have done research as to the reason that your flight was cancelled in finer detail than just explaining that it was due to weather problems.
  
  Flight  cancellation due to weather delay causing crew legalities, means that yes the weather as you stated may not be bad in the two locations that your daughter may have been traveling however everywhere in between the two locations must be accounted for as well as high winds ,rain and lightening in these locations can effect if a flight will take of or not, which also cause flight crew to time out at inconvenient times.
  
  These flight delays causing a plane to be late or not take off at all are risk that happen when traveling with any airline. I still apologize for the inconvenience however , this still is counted as an uncontrollable incident which OA letter from the airport are not usually sent out for these incident . These notes are not issued by the Airport in which case we are unable to send out a reimbursement check  and only a refund was issued.
  
  I do apologize that this may not be the response that you were expecting and we wish that your daughter could have flown with us under better circumstances . However, your claim for reimbursement has been denied due to the circumstances given.
  
  If you have anymore question or concerns we will gladly answer and assist you. We thank you and your daughter for your *** loyalty and hope that you have a wonderful day.
  
  Regards,
   
  Customer Relations Specialist
  **********************

  Customer response

  11/11/2021

   
  Complaint: 16056495
  
  I am rejecting this response because:  My daughter was in ************ and scheduled to fly to ********, ** on 10/8/21 when her flight was first delayed three hours and eventually cancelled.  I called other airlines and they were flying similar routes that evening.  Hence, I do NOT understand the response of Frontier Airlines who said that the cancellation was weather related.  I spent approximately 3 hours on the phone waiting for representatives of Frontier that evening and I eventually spoke with ****** from Frontier.  ****** clearly told me that if I booked my daughter on another airline (as Frontier did NOT have another flight with availability from ************ to ******** over the next 3 days) that Frontier would reimburse me up to $400 for the change in flight to another airline.  Frontier said this conversation was recorded, they would investigate, and return communication with me after they reviewed the recorded conversation.   Frontier has NOT returned any substantial information to me other than to say this was weather related and they will NOT reimburse me for all of my daughters tremendous inconvenience.  My 18 year old daughter had to spend the entire night (16 hours) by herself in a strange airport.  Frontier airlines basically took no responsibility for her tremendous inconvenience other than to reimburse me the $58 that I originally paid for her flight.  They did not honor the word of their employee, ******, who said it would be fine to book her on Delta and Frontier would reimburse me.  

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

  Business response

  11/18/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I do apologize that you feel this way about my previous explanation and mean no disrespect to you nor your daughter as I understand the frustration you are undergoing as no parent would want the child in the type of situation that happened.
  
  However , I still am unable to go back on the resolution that  I have provided to you . you daughters flight was an uncontrollable cancellation and we are unable to provide reimbursement as the airport has not made any note that we can issue a reimbursement check for this situation .  We have reviewed notes by previous agents and see that you have denied multiple compensations options provided to you . They have even offered you to be booked on another flight but that was unavailable.
  
  I can still offer you the ***.** voucher that was offered along side the refund option as previously stated by another agent , however that is all we are able to do in this situation. If you would like that then I will be more than happy to issue it you your daughter , but that is all I can do at this time.
  
  I do apologize that this may not be the response that you were expecting and we wish that your daughter could have flown with us under better circumstances . However, your claim for reimbursement has been denied due to the circumstances given.
  
  If you have anymore question or concerns we will gladly answer and assist you. We thank you and your daughter for your *** loyalty and hope that you have a wonderful day.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  11/30/2021

  Hello,
  
  I received communication from the BBB just prior to Thanksgiving and I am writing back.  I had an issue with Frontier Airlines, ID# ********.
  It still has not been resolved to my satisfaction.  I was just wondering if I had any further recall?
  Frontier airlines employee, ******, told me they would reimburse me for my daughter having to change airlines to Delta at the last minute as Frontier cancelled her flight.  
  Frontier did not review the taped conversation that we had.
  
  Thank you for your assistance,
  
  *************************
  
  ************
  
  *********************

• Initial Complaint

  10/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 22, 2021, my husband I were flying from Orlando, FL to Nashville, TN on Frontier. When we went to the self check-in kiosk and put in our confirmation # (both flying on the same confirmation number, paid with the same credit card, and booked at the same time), our names both appeared with a check mark beside each. After scrolling through the standard screens, a screen came up that said "You have 0 bags checked. Would you like to add a bag?" I thought that I had already paid for a bag, but with online transactions you never know, so I went ahead and added a bag. I was charged $55 and had to swipe a credit card. When the receipts printed out (attached), you could clearly see that indeed, I had already paid for our 1 bag. We went to the Frontier counter (all lanes were all marked "Bag Drop"). When it was our turn, I immediately told the gate agent the story and how I had been charged twice for this same bag. She just said, "I.D., I.D, give me I.D. first." I gave her my ID. She asked if we had boarding passes and I said yes. She then printed out a bag tag, tagged our bag and handed me back my ID. "You're all set," she said. I said, "So are they going to refund that $55 duplicate bag charge?" She said, "No, you already paid for the bag. See?" She then turned the monitor towards me and pointed to the $36 charge. I said, "Yes, but I was just charged again for this bag at the kiosk." She said, "We don't issue refunds here. Hang on to your receipts. You'll have to contact the corporate office." She then rummaged in her drawer and not finding what she needed, stepped to her right and came back from under the counter with a small piece of paper (also attached) with contact information. She handed it to me and said, "You'll have to contact them." I said, "Thank you," and we headed for the gate. As soon as we got home, I used Frontier's refund form online to request my refund. Their response declining my request for a refund is attached.

  Business response

  11/11/2021

  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 regarding your daughters flight delay/cancellation and your request for reimbursement for another airline on October 25,2021 for her flight on October 08,2021. I do apologize that your daughter was stranded in an airport as I am sure that this is not a situation that any parent would want their child in.
  
  Upon looking into your incident I have done research as to the reason that your flight was cancelled in finer detail than just explaining that it was due to weather problems.
  
  Flight  cancellation due to weather delay causing crew legalities, means that yes the weather as you stated may not be bad in the two locations that your daughter may have been traveling however everywhere in between the two locations must be accounted for as well as high winds ,rain and lightening in these locations can effect if a flight will take of or not, which also cause flight crew to time out at inconvenient times.
  
  These flight delays causing a plane to be late or not take off at all are risk that happen when traveling with any airline. I still apologize for the inconvenience however , this still is counted as an uncontrollable incident which OA letter from the airport are not usually sent out for these incident . These notes are not issued by the Airport in which case we are unable to send out a reimbursement check  and only a refund was issued.
  
  I do apologize that this may not be the response that you were expecting and we wish that your daughter could have flown with us under better circumstances . However, your claim for reimbursement has been denied due to the circumstances given.
  
  If you have anymore question or concerns we will gladly answer and assist you. We thank you and your daughter for your pat loyalty and hope that you have a wonderful day.
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/11/2021

  
  Complaint: ********
  
  I am rejecting this response because: This isn't my complaint. I received an email about mine. It was about being double charged for a checked bag. Frontier refunded my $55 and that's an acceptable resolution for us. The response above is to someone else's complaint. I don't have any children, so I would not be complaining about a daughter's flight. Thanks.

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

  Business response

  11/17/2021

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  I apologize for any confusion or miscommunication regarding your bag fee refund request. I am happy to assist you in regards to this refund. Upon investigation I do see that the bag fee has been refunded back to the original form of payment. I apologize again for this confusion.
  
  Please feel free to reach out with any further questions.
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/22/2021

  
  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

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased four airline tickets online. About ten days later, I had to cancel my flight for a family emergency. I called the customer service number and the service rep told me to complete a refund request online to receive my full refund. The day after my refund request was sent, it was denied. I am only seeking to get a refund for my tickets or at least a credit for the ticket cost so I can travel at a later date. There is currently a nationwide pandemic and many other companies are offering flexibility with travel. Frontier customer service is only focused on making sales and has no customer support. When I asked to speak to a supervisor, the rep would not escalate my call to a supervisor. I would like to either get credit, be allowed to change my flight or outright get a full refund for my purchase. I provided all of the information and documentation to Frontier.

  Business response

  11/11/2021

  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 regarding your previously cancelled flight. I have reviewed the reservation and I see that the flight was voluntarily cancelled online. There was a cancellation fee of $49 per person, per way. That left a total of $79.84 in credit valid for 1 year for you to use on a future flight.
  
  I understand that emergencies happen and I'm truly sorry that you all weren't able to travel as planned. We currently do offer Flight Flexibility which gives passengers the benefit of making one change to their itinerary with the change fees waived. We also offer the WORKS bundle which allows you to be refunded if you need to cancel your trip. More information can be found here on our website https://www.flyfrontier.com/travel/travel-info/flight-flexibility/
  
  I understand you are upset and realize this isn't the answer you were hoping for. However, we're not able to provide a refund of the cancellation fees. I apologize again for any inconvenience this may have caused and hope that we can service your travel needs under better circumstances in the future.
  
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/23/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Frontier Airlines had a promotional with ************** where if u; 1) Opened a Frontier Master Card with ************* and, 2) Spent $500 of Net Charges within the first 90 days. You would be given 50K Frontier travel miles. I have more that surpassed those required amount, but continue to be told the investigation is In ProcessI am a senior citizen and feel this is a scam by a big business; please help.Thank you,****

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We bought tickets for Frontier airlines for December 2020. We had to postpone the trip due to Covid. Frontier gave us a credit for $3,000. Problem is that when we tried to redeem our credit, we discovered that Frontier no longer flies to and from the *********** area. Or anywhere in *******************. So we have no reasonable way to redeem our credit. Still, they refuse to issue us a refund. We feel the only resolution is a refund. I have the credit code if needed. What can we do? Thank you

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/9/2021 I attempted to purchase a flight to depart 10/9/2021. During the checkout process, the flight information and departure time were changed. It did not alert us of this change until after payment had been submitted. The new flight information did not meet our travel needs and was immediately cancelled. The amount paid was $1000.35. Despite the fact that Frontier made changes in to our flight during the booking process, they have refused to issue a refund to our card on multiple occasions. I was told that their customer relations team would reach out within 48 hours, but still had not heard back after waiting over a week. I would like a refund issued to my card for the full amount of the purchase.

*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. ↩