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 936 reviews
3/10
3 star Skytrax Rating
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Frontier Airlines customer review

(United States)

Kansas City to Denver connection on Mon Jan 6th. Will never book Frontier again. Surprise fees at the gate. Our flight was delayed for 4 hours supposedly for mechanical issues. They do not communicate to passengers or update on status. Many people were led to believe they will make connections and waited for info for 2-4 hours to be told they will not make their connections. Passengers were in a line to schedule alternative flights to find 1 agent to assist them. Then told you will need to call their 800 number. No excuse for that kind of customer service.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Inflight Entertainment 12345
Value For Money 12345
no
na

Frontier Airlines customer review

(United States)

I do not recommend this airline for people traveling between Chicago and Trenton. The primary reason: the lack of any semblance of a contingency plan in the event of weather related travel delays. Our Monday flight home to Chicago was cancelled due to weather (not the airlines fault) however the next available flight was Thursday (3 days later). The announcement was made by an attendant yelling it through the terminal and passengers had to quickly get in line in the hope they would get on the flight. The attitude of the attendants was apathetic and no efforts were made to help customers rebook a different flight. Certainly no notion of adding an additional flight to help customers reach their final destination. There was minimal assistance helping people find transportation from the airport find lodging for the evening and it felt like we were being pushed out the door as everyone was scrambling to change their plans and find a way home. General complaints include: understaffed baggage drop-offs confusing and useless signage extremely slow kiosks. There is a general apathy towards customer service - individual front line employees are generally nice and helpful but there is an evident lack of organization and customer concern. The airfare is cheap but you get what you pay for.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Inflight Entertainment N/A
Value For Money 12345
no
na

Frontier Airlines customer review

(United States)

Was booked on a flight from Tampa - Trenton on 1/3/14. Flight was cancelled about 4 hours prior to departure and I was left stranded without any options. Frontier stated they could not fly me out for another 4 days and refused to put me on another carrier or on their next departing flights stating "they are already full and you don't have a guaranteed seat". This is totally unacceptable. I had to spend hours on the phone with other airlines and incur excessive charges to take a last minute flight and change my car return time. Would not recommend this airline if it was the only airline.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Inflight Entertainment N/A
Value For Money 12345
no
na

Frontier Airlines customer review

(United States)

We drove 5 hours out of our way to receive what we thought was a discounted ticket for four traveling to Mexico. $180 later for baggage fees and we should have just booked Delta or United for about the same price. It is a "hidden" fee and is not ethical. They specifically ensure that your not aware of the policy. I fly a lot for business and its standard to pay for bags exceeding 40-50 lbs and can also be policy to pay for checked bags (domestic) but I have never heard of having to pay for carry-on baggage that meets their size and weight criteria. If they would have been upfront about it we wouldn't have went through the trouble of ensuring that we were brining four small bags that met their height width length and weight requirements and would have just had two bags and saved ourselves half the cost. Even worse this is on an international flight. I could truthfully not care less about drinks and snacks but a 5 hour flight and they want you to pay for a cup of coffee? I feel as if they should be paying me for the 3 hour delay on each side of my flight that was caused by their incompetence if they are going to nickel and dime their "customers" for every last item. Watch out next time you get on a Frontier flight they will probably have a visa machine to gain access to the bathrooms.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
2/10

Frontier Airlines customer review

(United States)

My husband and I are just returning from vacation and are waiting to board our final flight of our journey home to Denver. We arrived at the Frontier ticket counter this morning to find that we could not carry on our bags for free as we had on the way out - today it would cost either $25 to check each bag or $50 to carry them on. This was a sneaky tactic by frontier - very clever to gouge the budget traveler when they believe they have accounted for all costs at the end of their trip. Of course our hands were tied and we had no logical choice but to pay! Wow. My resolution in 2014: no more flights with Frontier.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
na

Frontier Airlines customer review

(United States)

I think Frontier should remove their inclusion on the cheap-fare sites because when you get to the airport you are told that because you bought your ticket on one of these sites you have to pay $55 for your carry-on etc. The departure and return flights were changed and I had to stay five days longer than planned. Also the people using these sites were put in the very back where the seats don't recline. This would all be fine except by the time Frontier gets done with you you might as well have paid regular fare. Every airline I have ever used cheap fare or not will email when the departure time has been changed even by only 5 min. You rescheduled your departure time for 25 min. earlier without letting me know. I was lucky to get to airport in time. I will never fly Frontier again.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Inflight Entertainment N/A
Value For Money 12345
no
na

Frontier Airlines customer review

(United States)

I'm a Summit member with Frontier and have been for approx 10 years. In short I booked 4 'Classic Plus' seats for myself and family in October and was told that I could not select seats at that time. So exactly 24 hours prior to the flight tried to check in and received 4 seats (none of the 'Classic Plus' variety scattered throughout the plane). These are all middle seats too. I suggest no-one fly Frontier unless you have time to waste (flights are always delayed) travel alone (can't get seats together) and have no baggage (carry on or otherwise). If you are sane and can do the math by the time you book their "Ultra Low Cost Carrier' fare add in baggage ($50.00 at min) and carry-on ($25.00 at min) you've just paid the same price as United Delta etc. and get to buy your own water.
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
3/10

Frontier Airlines customer review

(United States)

We fly Frontier only because it is the only airline that provides direct flights to Madison WI. I would like to admonish everyone not to leave the check-in desk without checking if you received all tickets that you purchased. We wasted 40 minutes with 3 kids under three at the check-in desk checking in our bags. At first the agent was too lazy to carry several credit card transactions for checked in luggage and was saying that she would check in two bags under one passenger's name and another bag under another passenger's name (we had 3 tickets) - we ended up paying $5.00 more which is not a big deal but the agent's attitude was far from professional. After that ordeal we have to return to the check in desk two times as the agent printed only one boarding pass at a time without checking that there three tickets under the same reservation and that happened two times! In addition the crew was out of soap and coffee and by mistake took our bag thinking that it belongs to the crew member. We were happy that it was only a 1.5 hr flight. In general the service was not so bad but little customer service issues ruined the pleasure of having a nice flight.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment N/A
Value For Money 12345
no
8/10

Frontier Airlines customer review

(Australia)

I read other messages on this board and arrived at Denver Airport fearing the worst. At it happened my experience was entirely opposite. My wife and I fly had booked on Frontier understanding that like other low cost airlines (e.g. Air NZ) you get what you pay for. We had never flown Frontier before. We are Americans but have lived overseas (mostly Australia) for several decades and have been consistently amazed when flying in the USA at the huge suitcases that are show-horned into overhead luggage areas supposedly as carry on. Carry on for us elsewhere is an enforced max 7kg (15 lb) and much smaller in size than the Frontier allowance though admittedly at no cost. We had prompt service from a polite and friendly service team who went out of their way to find for us a luggage option that minimised cost and maximised our enjoyment.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Inflight Entertainment N/A
Value For Money 12345
yes
1/10

Frontier Airlines customer review

(United States)

On October 24 2013 my sister and I began a long-awaited vacation with flights from SLC to Denver and one from Denver to Fort Lauderdale. SLC to Denver leg of the journey went without a hitch. We were not questioned about our carry-on bags or our purses. When we went to board our flight in Denver we were rudely told we could not take our carry-on bags because they were too large and would have to pay an exorbitant charge for it ($100). The Customer Service person told us to go to a kiosk several gates away and pay for our bag knowing full well that if we did so we would miss our flight. We were forced to pay the charge of $100 per bag. I observed at least 15 people on the flight that had bags two and three times larger than the size of my bag. We were then put into seats that had the least amount of leg room that I have come across. When we finally got to Fort Lauderdale out of curiosity I tried the pre-formed compartments that several airlines had in front of their check in gates. My bag fit easily into each of them with room to spare. At least we were finally able to go on our vacation no thanks to Frontier. On November 4 the trouble started again. When we checked in at Fort Lauderdale we were told that the flight was delayed by one hour because of mechanical problems. That delay would mean that we would miss our connecting flight from Denver to Salt Lake. They said they would get us on a partner airline. A gate agent had put us on an American Airlines afternoon flight. When we tried to check in at American Airlines we were told that the gate agent had not called and confirmed us. Fortunately for us American was kind enough to work with us and find us a late flight to Dallas that then connected on to Salt Lake.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no