Frontier Airlines

✅ Trip Verified | Well let's start off with the attitude from the lady checking boarding passes. I have just arrived from a flight coming from Las Vegas to RDU. We had a layover in Philadelphia. The lady was rude, terrible customer service and then I asked to speak with her manager and I'll be damned if she didn't think she was talking to her 2 yr old daughter. Because Vegas Frontier didn't charge me for carry-ons they made a point to embarrass me along with taking any self dignity I had. I paid $79 ×2 just so I could make my flight. Honestly it it the most low budget airline I have ever flown with. So moral of this story is..choose any other airline.

✅ Trip Verified | I bought my mom a ticket to fly out of XNA today to go back home to Denver and we got there and no one was at the ticket counter to check in and there wasn’t any kiosks to check in, so she waited around and finally talk to a different flight, to ask where the frontier employees were and they didn’t really know. They told my mom that they were probably at the gate, and weren’t coming back until after the flight left so we got on the phone to talk to customer service to get a refund. They wouldn’t even give me a refund. On top of that I drove two hours to even take her to the airport, so I searched for another ticket for tomorrow and the prices doubled so we decided we will never use this company again and. We will pay extra to fly with a different company for now on.

Not Verified | Trenton to Fort Lauderdale. The website is beyond abysmal. I tried 4 times today and 2 times yesterday to book the same flight. Never could get the thing to work. Called and got an agent who wanted to charge MORE than the amount on the screen. Never will I fly this company again.

✅ Trip Verified | Frontier Airlines is so grossly mismanaged and has such flagrant disregard for consumers that it is astonishing to me that they are still permitted to operate. The airline stranded hundreds or passengers at Orlando Airport this morning including myself and my 14 year old  daughter. We all arrived at 4:45AM on time 2 hours before a 6:50 departure having already checked in online and pre-purchased bag check. But there were insufficient staff to handle the bag drop and the line to drop checked bags stretched around the  corner of the terminal for more than 3 hours. As a result, hundreds of people missed their flights and were forced to wait 3 hours TO rebook. After waiting for 3 hours on the rebooking line we were told that we would not be able to get another flight until Tuesday to Syracuse  (3 hours drive from our original destination) so we took a refund and booked another, far more expensive flight tomorrow with a different airline. Frontier Airlines did this to hundreds of people this morning in Orlando. I will never book with them again even if it costs me double. They are an absurd and grossly mismanaged company.

Not Verified | First, I truly felt robbed after they charge you to even have a carry-on, let alone the charges for your checked luggage. Then their checked luggage has a really low weight limit compared to other airlines. They offer no complimentary beverages, which is whatever, but after you pay for everything else it just feels wrong. Then, they forgot to check our stroller at the gate and left it in the gate of the airport we were leaving. There's no wifi, so if you need that, you don't even have the option here. The flight attendants were rude, and to top it off, the seat my husband was sitting in was covered in gum, ruining his shoes, backpack, and shirt.

Not Verified | This is actually the first time I have ever complained about any company on a website, but I have to say that today we experienced the most unjust, disrespectful and uncaring attitude I have ever experienced with any industry. We bought round trip tickets from Albany to Orlando. The part of the trip in question is the return flight leaving at 2:40 pm today from Orlando to Albany. We had additionally bought the “bundle” package for $550 guaranteeing our seats. We waited at the check in line around 60 min. We received our boarding passes, which did not have a seat assignment, but were told we would receive these at the gate. We then went through security, which took another 60 min or so. We arrived at the gate only to be told that the plane was overbooked and was sold out. We had paid the additional $550 (bundle) to guarantee a seat. The lady at the gate said there was nothing she could do. We then asked for a supervisor who arrived at the gate. She explained there was nothing she could do. My wife was very upset, but not abusive, and was trying to understand how this could happen when we had paid for the seats. The supervisor was very rude to her. My wife would be speaking to her and she would “fake” picking up the phone to avoid her mid sentence. It was very obvious. We asked if our luggage was on the way to Albany and she laughed and said it was and she seemed to enjoy the fact that it was. It seemed to me that she was taking pleasure in that fact because we raised some objections to her. Additionally, we were told we would have to re-book the flight and that we would once again have to wait in line at checking and go through security again. She wandered off with no resolution to our problem. Unfortunately, as we tried to explain to the supervisor and gate agent, I have a medical condition and my meds for it were in those bags on the plane. I have to now rent a car, book a hotel, rent another car (I had to fly everyone to a city 2 hours away), buy clothing and essentials and seek medical care. Somehow this really amused the supervisor because my wife was firm with her at the gate. She really took pleasure in our suffering as retaliation. I really believe that to be the case. I have never been treated so poorly. Never. I would love the opportunity to ask that supervisor what exactly is amusing about any of this? If anyone has suggestions on how to escalate this complaint I would love to hear them. My hope is that this experience is not representative of how Frontier customers are treated. There is no excuse for it.

Not Verified | This was the worst flight experience ever in my life. To start off, they directed over 500 people all on different flights to three counters to weigh the bags and check in. Then because the line was so slow, almost everyone in the line lost their flight and had to go to the re booking area, where the next flights would be on Monday or Wednesday, which doesn’t work. Then, after it all, they told us that our flight was doomed to never happen because the plane itself was going under standard operation, meaning that the plane itself was faulty and couldn’t even take off. They told us this after waiting in line for 4 hours in the heat.

✅ Trip Verified | Frontier Fails At Customer Service. My wife and I recently traveled from Orlando to Memphis via Frontier. The website navigation and the purchasing of tickets was straightforward but misleading (they advertise one price but then nickel and dime you to death, but who doesn't these days?). In the ticket purchase process we had additional fees for luggage (who travels without luggage?). We purchased two bags to be checked. Frontier used to have a 50 lb. limit to their luggage. We discovered differently. You will read more about this in a moment. This was our fault - we didn't read the website carefully enough. Ok. I own what is mine to own. When the time came to pack for our trip we managed to get everything in one bag. We arrived at the airport and was shuffled from line to line. We got to the kiosk to drop our bag and was informed that it weighed 49 lb. I thought, "okay?" I was then informed that it would be a $50 overweight fee. Understand, we've traveled other airlines before where we were a little over before where we used only one of two bags. In the unfailing logic of customer service these airlines would waive fee due to the unfailing math of "2 bags paid for" - "1 used bag" = "1 bag not used." Any was subsumed in what was paid for. I currently sit on hold to talk with yet a third "supervisor" who cannot make $50 decisions for the company. Here is my math - check me: We paid for two bags or 80 lb. of stowage. We used 49 lb of stowage. We were charged an extra $50 for 9 lb. of stowage over forty (even though we paid for 80 lb). In my mind, we did not use 31 lb of stowage for which we paid. Then we were charged an extra $50 for not putting that extra 9 lb that we did use in a separate bag. In the end, with the penalty, I paid for 120 lb of stowage (as best we are able to calculate) I called customer service and after my third supervisor has now hung up on me after I was told "we do not refund over charges on bags." If I had only purchased one bag, I would not be here writing. I would be in my office licking my wounds feeling really stupid for doing what I did. It would be a $50 lesson - lesson learned. As it is, I feel a bit like I've been robbed. This does feel very dishonest to me. They may as well robbed me at gun point. That is hyperbolic for sure - they didn't use a gun but rather the threat of not being able to fly. They used their power and position to take $50 from me and then refused to work with me on a resolution by hanging up on me. Buyer Beware! Frontier does not use customer service logic. They apparently use a customer consumption logic. With Frontier you are not a person - you are redefined as a walking dollar bill to be manipulated and leveraged. I've kissed my $50 goodbye. Think carefully before you fly this carrier. Hold your wallet tightly. Avoid them wherever possible.

Not Verified | I had the worst experience ever! They first changed our flight which was no issue then they delayed our flight and texted me that the flight was delayed but when i called the reservation line to confirm they told me the flight was not delayed but in fact it was! Then they cancelled the flight 45 min before we were to take off and offered us only a $600 per person voucher to get home. Mind you this was spring break for the kids and we had three people traveling and no flight was under $5000. They offered no help with any hotels and no assistance with the flight what so ever. I was traveling with a child and they had no regard for the safety and well being of my child or family. I advise anyone traveling to never use Frontier.

Not Verified | On the way to Florida, they not only delayed it by 1.5 hours, but made us wait 2 hours afterward since there wasn’t an available gate. It gets worse. On the way back (today), they overbooked and wouldn’t let us board. Frustrating enough as it is, they’re trying to tell us that they will not cover the price of a new flight (which is literally a day later, possibly longer). I am so upset and tired, I can barely function. I overheard from another family (that they also screwed over with overbooking) that they would not give back their luggage with medication in it. Never fly Frontier.