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 3601 reviews
2/10
3 star Skytrax Rating
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1/10

"poor customer service policies"

(United States)

Not Verified | Talk about poor customer service policies and scheduling! My wife and I fly 2-3 times per year, and have flown with several different airlines over the years. Our recent experience with Frontier is the worst we have ever experienced. Our flight was scheduled January 2 from Ft Lauderdale to Phoenix. When we went to check in 24 hours prior to our flight, we found that our flight was rescheduled and was to depart 5 hours earlier than scheduled. No justification for the change was given, but luckily we were able to easily adjust our schedule, but many travelers were certainly not as flexible. When we arrived at the airport, we found that the flight was delayed an hour, and it was delayed again and was finally, unfortunately, canceled. Again, no justification was given. I noticed that another flight was about to leave for Phoenix in a half-hour. I spoke with the Frontier gate agent about getting on that next flight, and she said that was not possible because she wasn’t able to sell me a ticket. I said that we didn’t need other tickets; we just wanted to fly standby? Again, she said that wasn’t possible and said that we needed to reschedule our flight using their online chat. We found it very frustrating that Frontier didn’t have a phone number to speak with a real person (undoubtedly to save money). We spent the next 2 hours trying to reschedule our flight using their chat line, which was no help (again a way to save money). For example, unless you tap their chat line every minute you lose your connection and have to start all over again. In desperation, we finally visited the ticket counter and were able to reschedule our flight for 2 days later. We boarded our rescheduled flight, following 2 more delays. When we reached our layover in Atlanta, my neighbor told me that many airlines were compensating travelers for hotel costs and per diem because of canceled flights. I checked with the Atlanta's Frontier gate agent, and she said that I should have received a cancelation email and that I was supposed to handle this issue using their online chat. I told her that we didn’t receive a cancellation email (certainly a way to avoid compensating passengers), and I showed her my chat that said that I was supposed to contact an airline agent in person. Then, she gave me the old runaround and responded that I should have inquired about compensation at the Ft Lauderdale airport. Now I was real mad, and said that it shouldn’t matter what airport I was in, that they were all part of the same airline. I boarded the flight in frustration, vowing to never fly with Frontier again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFt Lauderdale to Phoenix
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Terrible experience"

(Peru)

Trip Verified | Terrible experience, the airplanes are uncomfortable as hell. I experienced a lot of issues with the itinerary as well. If that wasn't enough, the application does not work well most of the time.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Denver
Date FlownJanuary 2023
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

"lack of customer service was appalling"

(United States)

Not Verified | On 12-30-2022 TPA TO GRR flight 2510 original flight departure time 4:36pm - delayed to 6:30pm, we understand that the weather was bad. We got to the airport early and there were no kiosks to print out our tickets and they would not pull up online. The lady at the checked bag counter could not get our tickets printed and was very rude. We almost missed our flight because they tried to make us get in line to check our bags even though we didn't have checked bags. They finally got them printed and we rushed to the gate. While standing in line the airline manager aggressively told our party that we needed to check 4 bags and we had too many. We talked to him in a reasonable way and he demanded that it at least we had to check 3 bags even if they were small enough to be personal items. He was very disrespectful and yelling loud enough to humiliate us in front of the other passengers. We showed him that our bags were small enough to fit as personal items, putting them into the personal item measurement tool. after we demonstrated the first bag fitting in the measurement tool he said "I am not going to let you measure anymore, you have to pay for at least two bags or you can't get on the plane!". After we proved the first one fit, he prevented us from measuring the other bags by standing in the way of the measuring tool. He told us that they would leave and we would miss our flight. He forced us to pay $198 to check two very small bags. He was so angry that he wouldn't let us on the plane two different times and the flight attendants and ladies at the gate had to re-open the door to the boarding bridge after he closed it. We got to the airplane and he closed the airplane door in front of us and said to stay there and wouldn't let us in again even though we paid so much for the two bags. They said they had to check and see if there was enough room on the plane, even though we purchased our tickets online a month in advance. The boarding passes already had our seat numbers on them (31 A, B and C). Then they changed our seats to (9 E, F, and G) there were so many empty seats that people took their un-checked bags and were putting them above other people's stowing areas because there was so much space. The all the rushing to make sure we paid our bags was pointless because the plane still was delayed another 30 minutes on the tarmac. We were polite and just wanted to make our flight. The lack of customer service was appalling.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTampa to Grand Rapids
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"publicly embarrassed and mistreated"

(United States)

Trip Verified | The gate Manager hated himself and his job, you could tell by how he treated the customers including myself. I purchased Zone 1 tickets on the way to Denver & Zone 1 tickets on the way back to Tampa. I had a bad experience already because the plane departure was almost 2 hours late. Then the gate manager charged passengers 100$ for their backpacks. The manager follows me onto the plane to force me to move from my 550$ Zone 1 seat to zone 3. I was publicly embarrassed and mistreated by this staff.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTampa to Denver
Date FlownJanuary 2023
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

"rude and with horrible attitude"

(Puerto Rico)

Trip Verified | Service agents at Orlando are rude and with horrible attitude. Service agents tell you you are charged to get service even with their own system problems. Agents are on their cell phones on their work station. If you ask for service you are ignored and they overreact just not to service you. No supervision whatsoever. Walk away when see customers and the first word out of their mouth is how much you need to pay to get service from them instead of the basic how can I help you?
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOrlando to San Juan
Date FlownJanuary 2023
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

"This is the worst airline"

(United States)

Not Verified | Flight was at 8am but it got delayed then changed then at 4pm it was cancelled. The terms & conditions clearly state they are to provide reasonable hotel & food accommodations. Frontier is not willing to help. Wont allow us to speak to management at the airport. I have tried calling and using the online chat but no one answered. I have been waiting at the airport to speak with someone for over 2 hours. This airline has no accountability, they have lied numerous times. This is the worst airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to San Antonio
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"cancelled our flight without notice"

(United States)

Trip Verified | They cancelled our flight without sending any notice, drove to airport for them to say flight cancelled no explanations. Really bad service, and have only refunded partial amount!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Santa Fe via San Antonio
Date FlownDecember 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

"flight attendants inattentive, loud & unfriendly"

(United States)

Trip Verified | The flight attendants both ways, were inattentive, loud and unfriendly. On a flight from 1-5am they would not stop talking for a second and made sure the entire plane heard it. The seat quality is below poor, you can quite literally start taking the seat apart. The flight itself was fine, wouldn't travel through here again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Las Vegas
Date FlownJanuary 2023
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

"service agent’s are the worst"

(United States)

Trip Verified | Our return flight was cancelled for two day’s and they didn’t even accommodate us in any way or form. Their service agent’s are the worst, they give you attitude and are very disrespectful. First time flying this airline and not ever doing it again. Flights were being delayed every two hours. So if you don’t want to go through what my family went through avoid this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Orlando
Date FlownDecember 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

"food and drinks outrageously expensive"

(United States)

Trip Verified | For starters this airline is supposed to be the cheapest airline to fly. The tickets themselves were moderately priced for the flight which was decent. However, the add ons such as checked baggage and seat selection are incredibly overpriced. It was an extra 500$ for both ways just to have seat selection and checked bags. This was the same price we paid for the plane tickets themselves. Our flight got delayed for over an hour. The baggage loading employees were severely understaffed. At first we saw that the wrong baggage vehicles were brought to the plane. Then eventually taken away, and returned with the correct ones. There was only 1 female loading the entire airplane by herself. This is something that a team should do. The flight staff didn’t seem to care about the delay. There was no accommodation, reimbursement, or incentive for us being so delayed. We paid for a flight to be on time and prepared. We didn’t pay this much for a late flight, or the delays. The food and drinks were outrageously expensive for tiny portions. Everyone on the flight were furious the entire time. And the staff just kept brushing it off because they knew that everything was ridiculous as well but they couldn’t do anything about it. On top of this the seats are the worst. Most uncomfortable seats ever. It would be more comfortable to sit in an old pick-up truck. Everyone was in discomfort and complaining the entire flight. Airlines have gotten worse and the only way to have a decent experience is if we pay thousands of dollars for a flight with adequate quality.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Raleigh
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no