Frontier Airlines

✅ Trip Verified | Checked Bag overweight. They changed from 50 pounds to 40 pounds in January. They didn’t tell me I could have saved $25 if step out of line and upgrade the weight amount online instead of at counter. They also make you get out of line to board and measure personal items to be sure it isn’t a carry on. For cheap tickets they get you for these and ends up being same price if go through better airline. Won’t fly frontier again. Don’t even get water or coffee on flight. Terrible airline!

Not Verified | Our flight was delayed due to engine trouble, we sat in the plane for 2 hours while they addressed the issue. In that time no one communicated anything regarding how this would affect our connecting flight. We had to ask, once we asked they had us de plane , when trying to re book they were less than helpful or empathetic to our situation. We had to cancel the flight and get a refund. Then re book through a different airline and get a hotel for the night. We paid decent money to go on this trip and were treated terribly in a stressful situation.

Not Verified | This airline is by far the MOST UNPROFESSIONAL service I have ever come across. Your lucky if you even get a hold of a customer service representative, but when you do they hang up. I have been calling since 8am (eastern time), I have “tweeted”, “Facebook messages”, contacted the website “chat” and still have not received any help. At 5:15pm, I finally was able to talk to someone and STILL, NO HELP. “There’s nothing we can do” (in their words). Coming from the customer representative, the supervisor and the supervisors manager. I could go on and on all night about what I have encountered through this airline; but I’ll keep it short.

✅ Trip Verified | Trash company, trash customer service, trash reliability. “You get what you pay for” is not excuse for their awful awful awfully horrendous business. I always make the mistake of thinking “maybe they’ll be better this time” and they never are. They delay my flight almost every time and that’s if I get lucky and they don’t cancel it. This time they cancelled my flight and moved me to one that gets in at 4:30 am the next day. When I called last week they said I should be able to change it for free because it’s their fault. That’s the first and last decent customer service person I’ve ever spoken to there. At this moment I have been trying to get ahold of customer service for 4 hours. I have been hung up on 5 times now. When I finally made it through to someone we either got disconnected or he hung up on me. That was 2 hours ago. They scam you out of your money by messing up on their end and refusing to refund. They began charging $99 at the gate for your personal item even if it fits in the box and you’ve travelled with that same bag under your seat 10 times now. What’s even the point of having a customer service team if they aren’t going to do anything. Sometimes I wonder if they’re just sitting around laughing while the phones ring because even if they do answer they don’t do anything. They’re rude, unreliable, and have absolutely no care for how awful they are. Instead of making improvements in the company to make more money, they scam their travelers out of their money and time.

✅ Trip Verified | This airline and customer service is extremely rude and difficult to work with. After purchasing my tickets online, i noticed my carry-on was now recorded as a checked bag. i tried rectifying this with the airline via phone and their website but to no avail. I again tried correcting the problem at the ticket counter in the airport and the incredibly rude lady told me i needed to do it online, which i tried again, but you can’t. When i brought this up at the gate to the same rude lady from the ticket counter she stated that Frontier just audited them and they’re to give no leniency when it comes to bags. i was forced to pay the $79 (even though i already paid the $64 online with my original purchase) to carry my bag on. another gate attendant who was slightly more helpful did say that they would put a note on my account so i could be refunded. while on the flight, the lady in front of me had a cat and instead of stowing it underneath the seat in front of her, she had it sitting on the seat in front of me. the cat urinated which ended up soaking my backpack that was stored under the seat. Being that our flight was delayed two hours, we arrived in Vegas at 3am and no one was available at gate check to assist with my cat pee covered bag (which was contained in a garbage bag now). I ended up having to throw the backpack away because the hotel doesn’t dry clean back packs. The flight attendant was as accommodating as she could be and said that if i file a claim, frontier will replace my bag. she also said she would not it under my account and that the airline will know what happened because they will have to schedule a special cleaning for that area of the plane. I made multiple attempts to reach frontier while on vacation (auto recording that the hold time was more than 30 minutes so couldn’t connect me), and when I did talk to a person, they put me on hold for 47 minutes then said they couldn’t find my booking, put me on hold but i could still hear them, and they intentionally hung up on me. Again, got to the airport and had to pay another $79 to carry on my bag, but again they noted it on my account. After spending 2 hours trying to sort things out with them when i got home (they repeatedly told me they didn’t have record i was on the flight and acted like the couldn’t see the notes that were entered on my account) they kept arguing with me saying they would only refund me the original $119 that I paid online because its more to add a carry on at the gate. After finally getting them to agree to refund me the $158 that i shouldn’t have had to pay in the first place, i check my bank statement only to find that they lied and only refunded me the $119. i haven’t been able to get a hold of them since. I filed a claim in regard to my bag and it’s been 10 days and i still haven’t heard anything. This is a joke of an airline that has zero value for customer service.

✅ Trip Verified | I bought another flight and tried to cancel another. Their customer service was absolute trash. The employee did not understand what I was saying and did not bother to work with me. They lost my business completely.

✅ Trip Verified | My family and I flew from Denver to Las Vegas on Frontier. We all had a backpack for a personal item when we got on the plane. My young daughter's (6 and 9 years old) have rolling backpacks so they don't have to carry them on their backs. When we flew out of Denver there wasn't any issues. When we were heading back to Denver from Vegas, we were waiting in line and a customer informed us that the E-Tickets provided by Frontier on the phone isn't working for TSA and they need paper tickets. When we got to the counter to drop or bags I informed the employee of this information. The employee advised it will cost $25 to have tickets printed. We didn't pay, waited in line to be told that or E-Tickets don't work and we need paper. I went and explained this and the employees were very rude, didn't want to print the tickets and advised they will only print my ticket. Once I was able to get through this issue, we are walking to board the plane and the lady stops us and tells us or daughters rolling backpacks are to big. Their backpacks were the same size as the backpacks my wife and I had on our backs. They advised they have to fit in the size box or it will cost an additional $100 dollars. We have traveled several times with the same rolling backpacks that fit under the seat and it has never been an issue. Every staff member I spoke to was rude and disrespectful. I don't think I can ever stomach flying Frontier ever again! It is a cheaper flight, but is it worth the rude employee's, being disrespected, being talked down to and the upcharge for a backpack if they choose to do so?

✅ Trip Verified | I am livid. I brought a backpack to put under my seat (like I have done on many flights with Frontier before this). The gate agent looked at every single person’s bag and stopped people from boarding if he believed the bag was too big to fit under the seat. I was forced to pay $100 at the gate for a bag that I have never had an issue with fitting under the seat. If I had known that my usual bag was “too big” (which it’s not, I could have easily fit it under my seat) I would have paid for a carryon beforehand and saved money. I am a struggling college student and they are scamming their customers. I have been a loyal Frontier customer since I was 10 years old as an unaccompanied minor, and now I will never fly Frontier again.

✅ Trip Verified | At boarding there was a lady who made me pay $100 for my backpack claiming it was too big since it didn't fit the measuring bin. I've been traveling once every week to San Diego carrying the same backpack since last March with frontier and Spirit airlines. No one opposed that backpack size or made me pay $100. How can someone pay $100 for a backpack for a one hour trip. This is unacceptable. One of the staff told me the rule has been always there but now they started to enforce it. What's the whole point of purchase a cheap ticket (that is no longer check due to inflation) if you end up paying for your backpack. I'd rather purchase a United or Delta airlines since they don't make you pay for a backpack and there service is way better as a whole.

Not Verified | This was my first time in frontier. Flight was over 2 hours delayed and running behind, and they held everyone checking bag sizes and while up charging fees, also for my backpack. I have traveled many places with the same backpack but no one ever said anything but here they stopped me while boarding and asked to step aside. They are rude and not at all customer friendly. Never flying Frontier again.