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 1819 reviews
2/10
3 star Skytrax Rating
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1/10

"Wouldn't recommend this airline"

(United States)

Trip Verified | La Guardia to Orlando. Had a horrible experience with this company, first and last time I'm traveling with frontier airline. Due to lack of professionalism we missed our flight, there was no one at the gate directing anyone to board the plain, no announcements whatsoever. The gate was being shared with two other airlines, when asked around on what to do next I was told to report to the frontier chek-in desk,having to exit all gates just to find myself to an empty table and no one to help me. When calling the company for assistance on what to do next the only option given was to pay a no show fee (although I was at the gate the whole time) and was told to pay $119 fee and the flight difference which was an absurd amount totalling up to over $1,000. I was told there was nothing else that could be done. Of all my past travels I had never been more undervalued as a customer. Wouldn't recommend this airline to anyone. No help was provided whatsoever, had to purchase tickets from a different company and spend twice on what was rightfully mine.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLa Guardia to Orlando
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I missed my flight"

(United States)

Trip Verified | Sioux Fall to San Diego via Denver. Frontier Airlines boarding crew at Denver airport sent me to the customer service for paying checking bag fees. (Customer service area was just beside the boarding pass area) There was no communication between boarding crew and customer service desk. Because of their miscommunication mistake I missed my flight. They asked me $119 booking fee for the next flight. They told me there is no option to waive the booking fee for the next flight. These people are not for business. They just want your money, that’s it.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSioux Fall to San Diego via Denver
Date FlownFebruary 2020
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

"disgraceful airline"

(United States)

Trip Verified | San Diego to Phoenix. If I could give this airline a 0 I would. The worst experience from check in to flight. I get to counter and told there is a $55 dollar fee for a small carry-on. And their reasoning is that’s how they keep their prices low! (Meanwhile, I flew to San Diego on American paid the same ticket fare did not have to pay for carry-on and I was late they changed my ticket free of charge and they served beverages). Then I get in the plane ask the flight attendant to please help me just reach overhead to place bag due to my abdominal surgery he literally tells me he’s not supposed to but he will this time, but next time I need to check in this small carry on! What next time never again flying with this disgraceful airline! And they don’t offer beverages! All the attendants did the whole flight was walk up and down with bags collecting trash. I don’t get how these people stay in business.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Diego to Phoenix
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"12 hour day of travel and we have no luggage"

(United States)

Trip Verified | My fiance and I were traveling from Chicago to Orlando Feb 14th returning to Feb 17th. For starters our flight out was scheduled for 11am, when we arrived to the airport from the shuttle at 8am we were told that the flight was delayed until 1:52pm. I have the app and checked in on my way to the airport in the shuttle and I was not notified of the delay, hence we spent our entire morning / afternoon in the airport. After finally getting on the plane to leave we were told there was technically difficulties with a plane which is why we had to wait for one coming from Vegas, mind you our flight was half full 10 hours before we left because I checked and magically we are in a full flight, which leads me to believe they said screw it and pushed two planes together because there was a couple of different times for departures that day all going to Orlando (obviously caring more about business than there passengers). After arriving at MCO at 5:30pm we had to sit in the plane on the tarmac for a good 30 minutes before even having a gate to get unloaded at. We finally got to the baggage claim at 6:15pm (our day started at 6am) which is crazy considering this was a 2 hour direct flight; we waited and waited, about 45 minutes after watching 2 different planes shoot out half of their passengers luggage we were told Orlando was short staffed and that Chicago's plane would be about 2-3 hours before we got our luggage, talk about a what wait moment. Finally at 8pm roughly we were all told to go to a different carousel were luggage starts coming from Chicago and what would you know, our bag is gone, nowhere to be found. I panicked, we were told to try to check number 7, 8, 6, and 10's carousel, again, another wait what moment. So at this point, after a 12 hour day of travel (we had a 2 hour direct flight) we have no luggage and the representatives and workers you look to for direction are less than helpful. We are told to fill out a claim and given 1-800 numbers for references with a claim number. I was told it could possibly be on two planes tomorrow (Saturday) and then given a direct line to the frontier luggage office and was promised someone would answer and if they are busy to leave a voicemail because someone is always there. After 3 voicemails to the direct office and 3 calls to the 1-800 number I attempted the direct office for a 4th time and someone answered, 24 hours in to our bag being missing they STILL DON'T KNOW WHERE IT IS which is just wild to me. We were there for a work conference for myself and had two nice days to indulge which were spent finding Lyft's to the nearest Walgreens and walmarts to put ourselves back together which really was just a bummer and time sucker and not close to cheap. Our days consisted of walking up and calling for updates to get false promises and finding an outfit to be ready in time for thr work events, we didn't even swim. The airline refund our checked bag fee each way which I had to ask for. We also were able to bring one carry on each to get our newly bought clothes home. We were given $100 dollars a day which is a joke for two people to buy clothes, toiletries, make up, bags to put our items in to travel home from Orlando, and not to mention the Lyft's. P.S. we are going on day 5 and still have no location of our bag.
AircraftAirbus
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Chicago
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"completely unprofessional"

(United States)

Not Verified | Miami to Newark. My family and I have exclusively flown Frontier for years and I have very seldom had a negative thing to say. However, today’s flight experience has unfortunately changed my perspective. The plane arrived slightly earlier than expected and we boarded in a timely manner. I always suggest priority boarding because the perks of getting to your seat before the crowd is worth the few extra dollars. The aircraft was clean and overall I was satisfied when boarding. However, the enjoyment of my trip was immediately disrupted by the actions taken by one crew member. While having a discussion with a fellow passenger, I was approached by the flight attendant. He informed me that the demonstration for emergency information was going on and I needed to pay attention. I was unaware that my conversation was disrupting the other passengers from the presentation so I quickly apologized and waited for instruction to be done before resuming. Things ran smoothly after that, descent was near perfect and I was content with my experience. It wasn’t until the beverage cart came around that I can say I had an issue. Although airplane beer, wine and spirits are somewhat overpriced, I tend to pay the extra money to relieve some stress from travel. When ordering my drink, the flight attendant proceeded to tell me that I could not be served and that boarding an aircraft “while intoxicated” was illegal. He seemed to have made that unwarranted decision based on the incident prior, having nothing to do with my actual blood/alcohol level. As an adult, a Frontier frequent flyer, and a paying customer, this incident should have never taken place. To assume someone is incoherent without any knowledge of the situation is absurd. After I had willingly apologized for not realizing his demonstration was taking place, I felt as though he was basically reprimanding me and to assume someone is intoxicated over them making an honest mistake is by far an overreaction and completely unprofessional. My colleagues, my family and myself will no longer be flying Frontier. We will choose a different airline that treats their patrons with respect. I’m embarrassed to know such a profitable company would hire someone who would take personal offense to a passenger not giving them their undivided attention. I fly multiple times in a month and have never experienced such a thing. I will be recommending Delta from here on out.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to Newark
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst flight experience ever"

(United States)

Trip Verified | New York to Atlanta. Worst flight experience ever! IMy flight got delayed 3 times which it didn't shown on their website, I had checked multiple times before having my only available ride drive me a hour and half to the city. First it was delayed from weather which they didn't announce in person either till a lot of people started asking questions and then technical difficulties,then when we finally boarded and I guess they were still having technical difficulties mind you it's like 9 pm, the flight was supposed to have left originally at 6pm they had everyone get off the plane and then canceled the flight which I definitely understand, but the reason I'm writing this is because they did not care at all if people were stuck in a unfamiliar area, I was traveling alone and my opinions were to get on the next flight with them at 6pm the next day or buy a new ticket with a different airline that they said they would reimburse in a week which I couldn't afford because all last minute flights were $300+ I barely had the money to get there in the first place for a family funeral and they wouldn't provide anyone with a New York Id with a Free hotel I just moved to Georgia so my ID is still NY So I had to go with the flight at 6pm the next day, I spent a night and half a day at the airport with a crazy creepy men harassing me while I waited at different terminal because the one I was in was not open 24/7 and there was no barley any security at this point, I feel they shouldn't have excluded people with a New York Id from getting a hotel I was so upset I was crying in public something I never do I felt so embarrassed and uncomfortable with the whole situation
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Atlanta
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I will not fly with them again"

(United States)

Trip Verified | Houston to Guadalajara. Frontier pretty much allows Volarís to not only oversell extra tickets to the public but also to frontier airlines as a contract with them and we were unable to fly to Mexico on Christmas day. The next flight out was eight hours later, so we spent Christmas day at the airport without a good answer as to why they can do that legally. The supervisor said that for the delay volarís would give us a reward for the problem of $1,345 dollars for the delay and overselling of tickets and nothing happened! A volarís worker called us a few days later asking our bank details but they never made the deposit and now they don't answer our questions or calls ignoring the problem by playing the blame game with Frontier. . Frontier airlines continues to hang up the call claiming to transfer us to someone that can help because they do not want to deal with the problem (have called five times and they do the same thing). Volarís does not have a phone line to call, they have email service in which they do not respond because they believe that this is frontier fault when it was their airline involved as well! It is better to pay a little more for an good American airline on which one can depend on instead of these airlines. I will not fly with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Guadalajara
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"canceled due to no pilot"

(United States)

Trip Verified | Salt Lake City to Miami via Denver. We had a group of 9 traveling to Miami to catch a cruise ship. We had a 2-hour layover in Denver 5 minutes before our flight was scheduled to board the told us the flight was canceled due to no pilot go to the service desk to reschedule. There they had no fights. Absolutely no help we got lucky and got seats on an America Airlines flight to Fort Lauderdale and had to arrange transportation to the Ship the last minute tickets on America cost us 269.08 a peace extra. Frontier will only refund our original cost and give us a 100.00 travel voucher for future travel. Like we will ever fly Frontier again they also have to be used by 4/20/2020. What a joke they also lost our luggage at the airport and we had to get it 3 hours later
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Miami via Denver
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"unprofessional and thoughtless"

(United States)

Trip Verified | New Orleans to Philadelphia. Frontier Airlines is the worst airline I have travelled on in 35 plus years of business and personal travel and scores and scores of flights. The plane was delayed over 3 hours (8:20 PM flight from New Orleans to Philadelphia) for mechanical reasons. Frontier customer service told me there was nothing they could offer me to offset the cost of now having to pay for a lift or Uber to take me home (since my family would not be able to meet me at 3:30AM). I'm told they did offer food vouchers at the gate, but I was already sitting at the airport restaurant when I found out. It costs $45 for a carry on bag, which I knew, but seriously? The plane was very clean, but the seats really look like molded plastic with a cloth cover. And they pretty much feel that way. The tray table is smaller than an 8-1/2 x 11 piece of paper. No, it doesn't start small then fold out. It just is small. Flight was fine, but I really felt like I was flying in a tin can (and I have no fear of flying) so I just kept my eyes closed the whole time. When we arrived at the gate (a little ahead of time, thank you pilot), my carryon bag wasn't where I'd put it in the overhead. First I looked around and said "Oh my God, where is my bag?". Since I was sitting very close to the back I was maybe 6 people in front of the rear flight attendants, but no one responded, so I ran off and ran down the hallway shouting, "Will everyone please check their backpacks? Someone accidentally took mine". People were great, they checked and said "Nope, it's mine" as I ran past them. Defeated, exhausted, on the verge of tears I went back to the gate to check the overheads again. I couldn't get back on the plane, but one of service workers went on and checked for me. About 5 minutes later he came back with it and told me that it had been moved to the back of the plane to make more room! What? It's not unusual for a flight attendant to move a bag, but they always point to it or hold it up and make a general announcement, asking "whose bag is this?" and letting the person know the bag is being moved and where. So unprofessional and thoughtless. Overall, I'd say it's the worst airline with the laziest support staff I've ever dealt with (excluding the guy who actually opened his mouth, moved his legs and used his brain to try to help me). Full disclosure, I did get an email while I was in flight apologizing for the delay and offering me a $50 credit toward a future Frontier flight. Their tagline is Low Fares Done Right. I think they should change it to these lines from an Alice Walker poem: Expect nothing. Live frugally on surprise. Bottom line: Avoid it if you can.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNew Orleans to Philadelphia
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"charged 139 per ticket"

(United States)

Not Verified | They advertise free change for flights. We had to change from Las Vegas to Fort Myers due to weather and storms. I called next day and changed. I was charged 139 per ticket. I was told the next day by their customer service that I volunteered to pay. What baloney! I reached someone today and said even though I made change next day I was 4 hours Short of the 24 hour window to change a flight for free. I asked for supervisor but not able to reach one. Very disappointed and will not recommend.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLas Vegas to Fort Myers
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no