ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  11/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my wife and son were scheduled to fly out to ******* on August 15 2021.at the last minute they canceled are flight.I called them several times for a refund and they will not respond for my money back.I have document emails with them and they never respond.my confirmation code for the file is Y65MML.They stoled my money I want a refund.

  Business response

  11/24/2021

  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 the cancelled flight on your itinerary on 8/15/21 when traveling from *** to ***. I'm really sorry to hear that you haven't received a refund for the portion of the flight not used and I can help you with that today.
  
  I see that reservation XXXXXX  was paid for in the form of a voucher. Since this itinerary was paid for with a voucher, and the flight was cancelled, I can provide you with a new voucher. The voucher would expire in six months. Would you like for me to go ahead and create this voucher for you?
  
  Best Regards,
  
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Three families were trying to book a trip in April of 2022 and all of us submitted our purchase at the same time at a price of $360 a ticket The other two families purchases went through at that price and mine came back at double $623 a ticket. I understand fluctuations in prices bit seriously DOUBLE the price in a matter of seconds. That is price gouging at its finest. I want these flights at the price of the rest of group so that our families can go on this trip together

  Business response

  11/24/2021

  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 fare differences when booking your future travel.  I am sorry to hear of the price difference that you have described and am happy to look into this further for you.
  
  If you can provide me with a few more details it would help with the investigation.  I need:
  - Your confirmation/reservation code (this is a 6 digit code consisting of letter and numbers, for example: AB1CD2)
  - The confirmation/reservation codes for the other 2 families that booked reservations at the same time as you
  - Dates of travel and destinations
  - The email address on your reservation
  - Passenger names
  
  I look forward to hearing back from you with this information so that we can get this settled as quickly as possible.
  
  Have a great day.
  
  Kindly,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/29/2021

  
  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

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a family trip in feb of 2020. 10 reservations at the start of the pandemic. States were shutting down. I saw emails stating that frontier will give $50 vouchers, to cancel my flight. So I called and their customer service told me that I would receive a refund, so I went through my bank statements a few days ago and noticed that I never received a refund. I called recently and I asked where my refund was and their customer service responded that I had a voucher and it expired. What? Like seriously, what company steals (takes) your money and expires it. I do not need a flight, the 50 vouchers are worthless as the people on that flight will never fly, and these vouchers arent transferable, even though I paid for the flights. Like how does a company who gets bailed out by us taxpayers, have the audacity to deny an actual refund in a national disaster as states were shutting down. Frontier raked in millions in pandemic relief, as tax payers kept them afloat during the pandemic. Very upsetting. Frontier was my go to airline, but I dont think Ill do business with them again, as they arent doing whats right, by me.,Theft is what frontier does to its customers. Alls I requested was a refund or to use the balance as a gift to another family of my choice for travel, My requests couldnt be met Nope. So theft is, ( frontier)

  Business response

  11/24/2021

  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.
  
  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 Specialist
  **********************

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight with Frontier for a trip from Sacramento to Las Vegas 11/11-11/15 and had one checked suitcase. The checked bag made it to Vegas with me, but my flight home had two stops - in Durango and Denver before heading back to Sacramento. My checked bag did not come out on the carousel and when I went to the service desk to get help there was no one available to help me. There were two other people who also did not get their checked bag back and were trying to get help from a Frontier employee, but no one would come over to help us. We ended up calling and filing a missing report online. I still have not heard anything from Frontier about the location of my luggage and are not communicative with me when I reach out to them. They say that they are still in the process of locating my bag and that I will receive an update when they find it. I am extremely upset by the lack of professionalism and disrespect for my things. They lost almost everything that I own and don't even seem to care. I just want to figure out where my bag is located and get a refund for this awful experience.

  Business response

  11/25/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I apologize for the delayed response and appreciate your patience, I have been out of office and just getting a chance to respond.
  
  Thank you for reaching out to Frontier Airlines with your concerns regarding your luggage being lost on 11/15/21 when traveling from LAS to SMF. Upon review, our records state that you received your luggage today. We apologize that this has caused any inconvenience to you. We will be conducting an internal investigation as to why it took so long for the bag to reach you.
  
  We look forward to seeing you on board soon.
  
  Best Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/28/2021

   
  Complaint: ********
  
  I am rejecting this response because:

  I need to be compensated for the horrible experience of getting back my belongings from this incompetent airline.

  I received absolutely ZERO communication from the airline on the whereabouts of my luggage was and was told that I was supposed to be updated frequently on the status of my luggage being returned. I had to be the one to call the customer service phone number and go through the arduous process of getting through robots to speak to a human representative. I did this every single day as I received no updates by email or phone number like I was supposed to. When I finally called again on Thursday night (11/18), the customer service representative told me that my stuff was in Denver and would be flying to the Sacramento airport that day. I then had to figure out how to get in touch with the airline at Sacramento (SMF) and when I got in touch with the workers they told me that I couldn't pick it up today because they were going to be leaving the office in 10 minutes and that no one would be able to wait for me to get it. She told me I had to pick it up the next day between 2:30-9pm. This was a further inconvenience to me as Thursday was my day off and I had to leave work early to get to the airport on time to pick up my luggage. I did not receive ANY correspondence from Frontier until the next Monday, and it was only to ask if I had gotten my things. I would not even have known I would have been able to get my stuff had it not been for the excruciating time I spent trying to get information about the location of my belongings. There were many important things that I needed in my luggage but this airline has shown no sort of remorse for keeping my things from me for this long.

  The unsatisfactory responses I have received from Frontier are egregious and unacceptable, and I will never be returning to this airline.

  Sincerely,
  
  ********* ****** 

  Business response

  12/14/2021

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  We are disappointed that you are not satisfied with our position in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur.
  
  I am able to provide you with a refund in the amount of $XX.XX. Would you like for me to proceed?
  
  Best Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  12/16/2021

   
  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

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing about an unpleasant experience with a flight attendant named **** (or ****). I bought a round-trip ticket to attend my grandfather’s funeral under confirmation number ******. This was for an early morning flight from PBI to ISP returning that same evening. After a 3-hour delay for the return flight, the gate agent advised there were only 63 passengers on this flight and once airborne and the seatbelt sign is off we can change our seat to be more comfortable and to try and get some sleep. This was repeated by one of the flight attendants on board. So once we were airborne and the fasten seatbelt sign was off, I got up and moved from my row which was full to the first empty row behind me, sat down, buckled in, and went to sleep. At some point thereafter your flight attendant, who advised his name is **** (or ****), woke me up and obnoxiously advised that I should pay $50 because it seems I had moved to an exit row. When I told him that is ridiculous he escorted me to another seat in the back of the plane. I found this to be embarrassing, unpleasant, and unnecessary given the circumstances. I am assuming, or at least hoping, that Frontier doesn’t train its flight attendants to wake up passengers at 1 a.m. to hassle them in this manner, and will note that I travel very frequently and having flown with every major U.S. carrier as well as international carriers and have never experienced this (even with ultra-low cost carriers). After this ordeal I took note that this plane had 12 exit row seats, not a single one of which was filled (which seems unsafe in any event if there is an emergency landing and no one there to open the door), and the whole interaction served no purpose. The purpose of this complaint is to: (1) find out whether this is how Frontier trains its flight attendants to treat its customers; and (2) to request a refund or flight voucher to make up for this issue.

  Business response

  11/23/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I apologize for the rude behavior you have encountered while traveling with us. I assure you that the experience encountered in not to Frontier standards. I apologize for the flight attendant waking you up and I have launched an internal investigation into this matter once complete the result will be turned over to the onboard crew for further action. However exit row seats do cost more than standard seating. I assure you that the exit rows being empty dose not present any danger as all Frontier staff are trained for handling emergency events. I am unable to offer a refund however I am able to offer a $XX voucher. I apologize again for the terrible experience you have encountered.
  
  To redeem your voucher visit www.flyfrontier.com and select your flight. 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.
  
  XXXXXX XXXXXXX: XXXXXXXXXXXXXXXXXX
  
  This voucher must be redeemed before February 18, 2021 however, you do not have to travel by this date.
  
  Please feel free to reach out with any further questions.
  
  Regards

  
  Customer Relations Specialist
  Frontier Airlines
   
    •  It’s not redeemable for cash.
    •  It must be booked within 90 days from date of issue.
          Note: There are no restrictions on travel date.
    •  It’s 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.
    •  It’s 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

  11/23/2021

  
  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

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi my name is **** ***** and I flew with Frontier Airlines Tuesday September 21st 2021 when I first got to the clerk for the Frontier Airlines I asked her when I was checking in my bag if I could my bag in Denver cuz I had some important stuff that I needed in there when I got the Denver I waited for all the baggage has to come out I waited two hours and my baggage never came I had a 13 hour layover and I didn't have anything I needed I fell asleep and I miss my flight going to Iowa so when I flew back to Salt Lake City that same day after I was stuck at Denver Airport for 24 hours I went to the clerk's and Salt Lake City and ask them when I was going to receive my back they told me that my bag would be on the next flight back in this should be here tomorrow September 22nd I called them and asked if my bag is came in they said it has not to give it one more day so I called on September 23rd and they told me that my back has not come in yet so at this point I decided to file a report so on September 24th I filed a report play me that I have not received my baggage yet I called and called and called it got nothing but transfers and hang ups until someone finally told me to wait 14 days and then they would reimburse me if I haven't got my baggage yet I waited the 14 days and then after 14 days they told me that I needed to fill out a baggage claim report claiming everything that was in my bag and how much it was and when I bought everything so I went and I did a proper paperwork and after that they told me it was going to be 30 days from that day not to mention I've already waited 20 days before that the 30 days came up and they sent me an email telling me that they were denying my my claim of my baggage because I did not report my baggage missing within the first four hours well how was I supposed to report my baggage missing when I miss my I even had my friend from Iowa go to the airport there and check there and had them look and no one can seem to find my luggage I've been waiting for almost 3 months now I have no contact with Frontier Airlines they won't let me talk to supervisor they won't let me talk to management I had over $3,000 worth of worth of clothes in there I have contacted my lawyer I have contacted also the Department of Transportation add from this day I've asked for supervisor and I still have not gotten a response

  Business response

  11/25/2021

  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 baggage claim on November 16,2021 for your flight on September 20,2021 from Salt Lake City to Denver .
  
  I do apologize that your baggage was missed placed during your travels with Frontier .
  
  Upon further research I see that you have contacted CBO team and they are currently investigating the whereabouts of your baggage .
  
  There is not much I can currently do from my position but see what the baggage teams progress is as anything pertaining to baggage will have to be handled by our CBO team and  currently they have put in a request for tracing to be done for your baggage based on the information you provided when you created the claim.
  
  If you have any questions or concerns about their progress when they make updates to the report I can help provide information to you however all we are able to do right not is wait for there search to be completed.
  
  We thank you for you patience as this process is being completed and we  hope that you have a wonderful day .
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  12/01/2021

  I flew with Frontier Airlines a couple days before September 30th When I got to the airport I asked the lady when I put my luggage on to the belt because I was going to Denver for a stop for a 13 hour layover if I would see my baggage when I got there She told me that I would see my baggage in Denver and that I would be able to get the things that I needed out of it before continued on to Iowa When I got to Denver I waited for 2 hours for my luggage never received my luggage went to Frontier Airlines and asked them where my luggage was and they told me that it was continued on the Iowa and as I got busy and as I did haven't flown very often I missed my flight by a few minutes so I never made it to Iowa I flew back to salt lake I talked to the frontier airline Customer service and they told me that my baggage would be would be the next day in so the next day I called and they told me that they have not received it yet so I waited another day and I called again and they told me that they haven't received it yet so then I called my friend from Iowa and I asked him to go to the airport in Iowa and ask if they had my luggage he went there and Frontier Airlines looked through their things and said that my baggage was not there anymore It's on the 3rd day I started calling Frontier Airlines and I got nothing but transfer to transfer to transfer to another person to supervisor to department to different departments Tell I was finally told that I needed to fill out a form and in 15 days I would they would find my luggage or I would get reimbursed so I'd so I filled out their form I waited 15 days when I got to 15 days I called them and I got transferred and transferred and transferred to department to department to department to department to find out that they wanted me now to fill out a claim baggage incident report that had everything in my bag and the price of everything in there and that they were going to search their warehouse for 30 days and if they didn't find my luggage in 30 days they were gonna reimburse me within that 30 days So I waited 30 days did what they said filled out the claim form called the 30 days got transferred and transferred and transferred and transferred when to department to department to department arment to department to find out that they said they were going to send Me an email and the email said that they have decided to turn down my claim because I did not report my baggage in the 1st 5 hours that it was missing well how am I supposed to report my baggage when I never made it to Iowa so then I filled out another report yet another report and I found out that they had the wrong address they had a Las Vegas address and my wrong phone number So then frontier Lindsay that they were gonna do another investigation and see if they could find my baggage I just got back in email a couple days ago saying that they were now turning me down and the regretfully are not going to pay me for my lost luggage because they said that they have signs out front saying that they are not responsible for lost baggages This is unacceptable they lost my baggage and they need to reimburse me this has been over 3 months now I've contacted the Department of Transportation you guys Better Business Bureau and I've also gotten hold of get part and I've also contacted my lawyer Frontier Airlines needs to own up and pay me back for my luggage it was their responsibility to make sure that my luggage got back to me and I never saw it

  Business response

  12/04/2021

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  As stated by the Management of  Frontier Airlines baggage claim they have sent this message:
  
  "You are a valued Guest, and we would never intentionally do anything to jeopardize that relationship. At the same time, however, we have a responsibility to be consistent in our claim resolution procedures and apply them fairly to each claim.

  For the Guest’s review, Frontier Airlines has posted at our ticket counters and boarding gates a “Notice of Incorporated Terms.” This notice contains information regarding baggage claims, including notification of liability limitations. While the terms of our Contract of Carriage may seem unusual, they are consistent with those of other airlines, and we regret you were not familiar with the baggage liability of Frontier at the time of your trip.

  Based upon your request for reconsideration, your claim has been carefully re-evaluated with the Management of Frontier Baggage Claims. We have concluded that the decisions concerning your claim are in complete accordance with our policies and found no new information that would cause us to alter our original decision.

  We regret that our response could not be more favorable. We hope you will understand our position and will not allow this experience to permanently tarnish your image of our airline."
  
  If you have any other questions or concerns you can contact Frontier Airlines and we shall assist were we can but as for baggage the id the decision of the manager of the baggage department .
  
  We apologize that we are unable to do anything from our side and hope that you have a wonderful day .
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  12/09/2021

  Dear bbb they have settled with me they said it will take 4 to 6 weeks to get paid out

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon arriving to the airport in ************,************* checked in and arrived to the gate waiting for the airplane to board. My cell phone needed to charge so I stepped over to the charging port where I was approached by a gate agent. He proceed to ask was I flying on that flight, I replied yes I am. He states a passenger says your friend was throwing up. My friend at this time was sitting in the chair, asleep. I advised him I was not aware of that ever occurring. When the time comes to board the plane the agents tells my friend she cannot board. With both of us standing in our right mind, I was confused by the misjudgment. I proceed to scan my ticket and they tell me I can not board either since I am traveling with her. We both were denied entry with no further explanation. I was forced to purchase a new flight ticket through another airline.The customer service agent would not allow me to purchase a ticket with Frontier. He stated to me I had been placed on the prohibition list. I found this to be untrue. I had to purchase a ticket through Delta airline which was a very unexpected cost. The flight did not leave until 8:20am so yet again I was faced with another inconvenience caused by Frontier. They provided no valuable assistance during these times. For 5 hours I was sitting in a uncomfortable chair, deprived of sleep. I have been trying to get in contact with someone for a refund and to resolve this matter yet again, no help! This was no way to treat 2 women who were trying to get home from a well deserved vacation. Stranded on an island with no assistance. I never want to visit *********** again. I never want to fly Frontier again. No customer service at all. Horrible security and staff. Very disappointed in the airport as well as the airline. I would need to be compensated for the ticket I purchased with Frontier and also the funds for the airline ticket through Delta. I would appreciate hearing back from someone soon. Thank you.

  Business response

  11/18/2021

  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 reservation. I'm very sorry to hear that you weren't able to travel as planned. I understand that you feel that you all were placed on the Frontier No-Fly List mistakenly however, the decision was up to Airport Security and we're not able to overturn their conclusion.
  
  While we are not able to provide a reimbursement for your other airline ticket, we did issue a full refund of $XX.** on November 16th to the **************** card on file ending in XXXX. Please allow up to 7 days for the airline to process the refund. After Frontier Airlines completes the refund, your bank may take a few days to post the funds to your account.
  
  We appreciate your patience while dealing with this matter.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight back to ******* was canceled I did not cancel it and when I called to get problem solved they offered nothing leaving me stranded here into I get the money to get another ticket

  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 reaching out to Frontier Airlines pertaining to your cancelled flight departing from ***-*** on 11/16/2021. I'm sorry to hear your flight was cancelled and you were left stranded until you purchased another ticket.
  
  Upon review of the itinerary on 11/12/2021 your flight scheduled for departure on 11/16/2021 from MCO-*** was cancelled online via our website at www.flyfrontier.com. I apologize if this was not communicated with you once we spoke with you over the phone on 11/12/2021. Per policy, that is considered a voluntary cancellation which doesn't qualify for a refund. Our terms and conditions can be viewed online at https://www.flyfrontier.com/travel/travel-info/travel-policies/. The only assistance we could provide would be booking a new flight for you at that time and I apologize if that was offered to you.
  
  We hope to service your travel needs again and thank you for choosing Frontier Airlines.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Frontier Airlines delayed my flight by 2 hours, then cancelled it with the option of either flying to another city, waiting 2 days for a flight to the same city, or accepting $300 voucher to fly with another airline which would have covered about half of the price of a ticket with another airline. The only option which would've still gotten me to my destination on the same calendar day was to fly to ***** and pay additional costs out of pocket to get to my destination of ******* where my vehicle was located. So I've now spent an additional $100+ on out of pocket transport costs and been forced to wait in the cold after nightfall beneath an unsafe, unlit overpass to await a bus to *******. I wouldn't have been so upset if they had reimbursed me for additional costs, but instead they've offered me a $100 flight voucher, as if I'll ever fly with them again.

  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 reaching out to Frontier Airlines regarding your recent delay. It is never our intention to be insensitive when passengers flight schedules have been interrupted.
  
  Flights that have been flown are not eligible for a refund despite any delay that *** have occurred. We regret any misunderstanding surrounding this policy. However, I see that each passenger was provided a voucher in the amount of $XXX.
  
  We hope to see you on board in the future.
  
  Best Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am an Discount Den and Elite traveler with Frontier. And I am unable to book my flight online which means I am unable to use the associated perks to which I am entitled. Instead, I can only book a flight by calling. And they insist on charging me extra fees to do so. This has been a problem for at least a year. I am using Chrome (though have tried many browsers.. same problem). I cleared cookies. I reset password with the link you sent. I have tried different computers. It certainly seems it is an issue with the account. I am unable to get help. I have called an exhaustive number of times both asking for help booking, and for help with website (which always requires a great deal of time on hold). When I get the error (see attached screenshot) I often follow up with the 'contact us' button and file an incident without resolution.. I have many 'incident' numbers. Here are a few of them: ************* (today) ************* ************* ************* ************* ************* You can let me know if you need additional documentation. When I called today the person on the other end just wanted me off the phone. He told me to refresh my browser, wait 10 minutes (of course he was not going to wait on the phone) and try again. Well of course that did not work. I think we both knew it wouldn't. In an attempt to resolve this issue I have mailed a letter with this information including a screenshot as attached. I tried to talk to gate agents at the airport (CVG, RSW). I have asked flight attendants if they had contact information. I mailed a letter to corporate in Denver. I frequently filled out the incident report on the website as above. I have made calls. So many calls.... I am not asking for anything for free or for special treatment but for heavens sake can we fix, or at least acknowledge this problem!? Like all of us, I am very busy and have wasted a tremendous amount of time on hold with Frontier, without a resolution. Who is accountable?

  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 regarding your inability to use your Discount Den membership to book a flight online. I am very sorry for the difficulties that you have had, and  I would be happy to look into this matter for you.
  
  I want to try a couple of trouble shooting techniques to see if we can resolve this matter. What is the email address that you are using to access this account? There may just be an issue with the login, but I want to make sure that we address every possible error to ensure that you will be able to get the most from your membership going forward.
  
  I am sorry for the impact that this has had on you , but I do so look forward to working with you to resolve this matter.
  
  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  11/21/2021

   
  Complaint: ********
  
  I am rejecting this response because:  we do not yet have a resolution. Frontier asked for additional information that I provided immediately.  I have heard nothing further.  
  
  Sincerely,
  
  ***** *********

  Business response

  12/10/2021

  Dear,
  
  We appreciate receiving your message.
  
  May we ask if your still unable to book your trip? Does the error still continue?
  
  We appreciate your patience and we look forward to hearing from you.
  
  Sincerely,
  
  Frontier Miles Specialist
  Frontier Airlines

  Customer response

  12/14/2021

   
  Better Business Bureau:
  
  Oh my goodness it is fixed!  I was able to book a trip (for the first time in over a year).  Evidently the 'auto fill' feature added the 4 digit extension to my zip code and this created this huge problem.  Once this was discovered (and removed) I was able to book.  It is not something I was able to correct on my own as it was an autofill feature.  I am surprised this has not been a more system wide problem.  I am grateful to finally have it identified and fixed.  I look forward to flying the friendly skies!
  Sincerely,
  
  ***** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩