✅ Verified Review
| Atlanta to Salt Lake City with Frontier Airlines. Customers should note that if you choose to accept the lower cost of flying with Frontier they do not make any guarantee they will get you home in a reasonable fashion. We boarded the plane in Atlanta, taxied, sat on the runway for about an hour and then returned to the gate. As soon as we were unloaded from the plane I began calling the Frontier customer service line (a outsourced call center) to try to make it known that my husband was expected to work the following day. I also spoke to the manager at the desk in Atlanta who told me that she would make a note on my account but that nothing could be done until the flight was canceled. By 7pm that night it was determined that the fuel gauge was not working and that the replacement part would not be in that night. Thus following, the flight was canceled. We were the first ones back in line at the reservation desk where we waited for another 45 minutes. We knew that there was a flight out on Delta that night around 10:30pm that we could get my husband on unfortunately, after waiting to speak to someone at the desk regarding rescheduling, we were simply handed a piece of paper with the options of canceling for a refund (leaving us stranded in Atlanta), calling a "customer service" line to reschedule (also a call center with limited authority) with a $400 voucher or wait for a Frontier flight to get home. As we spent the next 2 hours working through these options with the hundreds of other stranded customers, we found that through the Frontier customer service line, the flight on Delta that was advertised through Delta as a $687 would actually be jacked up in price and almost $1000/ticket. For our family of 6, this option would have cost us about $3600 out of pocket. Booking a flight out through another airline the next day would have still cost us about $2000 out of pocket (after already paying $1100 to Frontier) for a one way flight. As this was just not a reasonable thing to ask any family to do, we inquired about when Frontier could get us home. The soonest flight they could get us home on was Thursday - 4 days after the time we were scheduled to be home, resume work and schedules for our children. This would not be a reasonable solution for anyone. We spent the evening trying to be calm and work with what we have been given. We talked to the manager who called corporate and were once again told there was nothing to be done. I am shocked that Frontier is able to employ people to be the punching bag at the airports for all of the stranded passengers. I am shocked that when tensions rose 7 hours after we were scheduled to depart, airport police were called to be used as Frontiers "bouncers". I am shocked that the only customer service available to passengers is a call center with very limited authority. I am shocked that as you sit on endless hold with the customer service line, the hold message is prerecorded with static followed by a pause to make the caller think they have lost the signal and thus hang up.