Frontier Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 3600 reviews
2/10
3 star Skytrax Rating
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1/10

"never fly this airline again"

(United States)

Not Verified | Worst experience. Website is not intuitive. Too many steps to check in. Charge you for everything including customer service help. We found a couple of helpful staff members but we also found a few that have no business being in customer service. They were not helpful and rude. Employees were difficult to find or nonexistent. At MSP, our bags did not show up and there were zero Frontier employees there because there were no out going flights. We landed at 2 pm on a Sunday. Unacceptable. We weren’t the only ones, there was about 6 of us that had misplaced bags. We called customer service and told to fill out a form online and “someone “ will contact you in 24-48 hours. Frontier lost my parents bags a few years ago. My dad’s new $500 prescription glasses were in the bag. Frontier gave them $250. That’s it. My mom had just bought new clothes and expensive makeup for the trip. Frontier did not care. This is two strikes and I’m not giving this airline an attempt at 3. My husband and I will never fly this airline again and we travel often.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMinneapolis to Denver
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"never take Frontier airlines again"

(United States)

Trip Verified | I have been at the airport for over 24 hours because Frontier Airlines don’t have their system together. The first flight from San Juan took 8 hours when it should be 3 and a half hours. Now I’m waiting for the aircraft to cool down at Orlando airport for the past 40min not knowing if I’m to fly home anytime soon. I will never take Frontier airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Juan to New York via Orlando
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they would not issue a refund"

(United States)

Not Verified | On 7-16-22, I made reservation for trip with my daughters to Atlantis. Before I made the reservations, I contact passport service and asked if I would get back my daughter’s passport in time to make the trip (October). I was told it shouldn’t be a problem, so with this information I made the reservations via Expedia. On September 8th I called passport services again and ask for the status of the passports. I was informed they would take longer than anticipated and would not have them in time for the trip. With this new information I contacted Expedia to cancel the trip. They did an excellent job in getting a refund from the hotel. When they (Expedia) contact Frontier Airlines, they were told that I needed to contact them (Frontier) directly. I called Frontier on 9-10-22 and was told they would not issue a refund and if Expedia wanted to issue a refund they could. At this point my tickets/travel were not confirmed and according to various resources I should have received a refund. When I explained to the agent at Frontier, he “didn’t care” and was not going to issue a refund. When asked to speak to a supervisor he refused. I find this type of behavior outrageous, insensitive and extremely unprofessional. It’s obvious that Frontier only cares about its bottom line and not “customer services.”
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownJuly 2022
Value For Money 12345
no
1/10

"I am still so upset from this experience"

(United States)

Trip Verified | Awful! I am still so upset from this experience. I arrived at the airport with 40 minutes before my flight (I have TSA precheck so I wasn’t worried). I get to the gate and their computer is down meaning they can’t check in bags. Lady at the counter takes 15 minute minutes to say ‘you could go through security but they will charge $99 for the bag’ then I mention that it’s already paid for but because I had a backpack I’d still need to. I try buying it online cheaper and it goes through. Get to the flight and they are not letting anyone in. I explain I was delayed because the lady at check in was going in circles and I already paid for my bags. Missed the flight and now they say call customer service. I rebook with another airline cause at this point the next flight is not for 24 hours. Call customer service and stay on hold for 30 minutes, explain my issue then phone goes silent. Call back, they hang up. I used to fly them all the time in early 2010s and it was my favorite. Now this is tied with Spirit Airlines.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMidway to Dallas
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"baggage fees are more than excessive"

(United States)

Not Verified | First time flying frontier, we fly 24-30 times a year with my son who races competitive bmx all over the world. We needed a last min flight and thought we would try them. First off super nice people but the baggage fees are more than excessive, 279 for a bike bag and standard luggage! They wanted to charge another 50 for a helmet only to sit on city bus quality of seats that don’t recline, also they are so cheap that they weren’t running the air in Arizona in early sept so it was 90 plus in the plane and smells like exhaust fumes. With all the excessive fees I could have flown AA or delta with free bags and actually get a drink on the plane. Never again will I fly these people!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Denver
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"customer service is of no help"

(United States)

Not Verified | This is the second time flying with Frontier, first time my sons flight was delayed and missed connecting flight, was told nothing they could do and I had to drive all the way to Las Vegas to pick him up. This time flight was delayed and sitting at Las Vegas airport waiting customer service is of no help and don’t accommodate their mistakes.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFayetteville, Arkansas to Las Vegas
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Worst customer service I’ve ever experienced"

(United States)

Not Verified | Worst customer service I’ve ever experienced. Flights were delayed multiple times. Leading to a missed connection. I was left stranded in another state. I spoke to multiple people over a course of 3 hours. They said they couldn’t do anything to get me to my destination. My trip was fully insured. Most of the issue came from multiple changes in flights and gates. Customer service is rude and will point you in to circles. I had to purchase a new ticket through a different airline to get me to my final destination which cost me hundreds. What is the point of insuring your flight if they do nothing to help you if an issue like this arises.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Boston
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"empty apologies and non customer service help"

(United States)

Trip Verified | I called 5 days before my return flight home to cancel, while in Utah I got injured and can’t leave until I’m healed. I was informed that it would be $100 and some change to cancel my flight and they would keep my flight money I already paid and I would have to pay the difference, however they would waive the rest of the fee once I submitted paperwork showing I was injured and not able to leave until healed. I told the gentlemen that I’m glad this is recorded cause I don’t want my flight canceled, keep my flight money, and I will never use them again. With the way the economy is and wanting to charge more money for situations out of your control is ridiculous, now not only am I not going home I’m sitting with no money that could help me until I got paid, Frontier don’t care and they show it with their empty apologies and non customer service help. I have been in customer service my entire life and this would of not been acceptable at any of my jobs, I will never use Frontier again or recommend them to anyone!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Salt Lake City
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Problematic behavior of the baggage check-in crew"

(United States)

Not Verified | Problematic behavior of the baggage check-in crew in Las Vegas. We have 3 bags, as we want to check-in all 3 bags (34lb, 49lb and 41lb) at once, but the crew checked in 34lb bag and demanding for extra money for remaining bags. As we asked back 34lb bag to shift a bit of stuff there to balance the weights. Crew were not accepting. We literally got hurt by their worst behavior. We don’t want to travel in Frontier Airlines anymore.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Orlando
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Bag policy is a complete rip off"

(United States)

Trip Verified | Would give 0 stars if I could. Bag policy is a complete rip off and they employ rude employees. In the future I will spend the extra money to fly a different airline, and I recommend you do, too.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePittsburgh to Salt Lake City via Denver
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no