Frontier Airlines

✅ Trip Verified | Frontier's policy on their website: When you check-in for your flight on our website or mobile app, you will be asked to accept the following health acknowledgment: •You will have your temperature screened by a touch-less thermometer prior to boarding. Anyone with a temperature of 100.4 degrees or higher will not be allowed to fly. •You will wear a face covering over your nose and mouth throughout your journey, including ticket counters, gate areas, and onboard our aircraft. •In the last 14 days, neither you, nor anyone in your household or that you have come in close contact with, has tested positive for, exhibited symptoms of, or been advised to quarantine for COVID-19. •You will wash your hands/sanitize before boarding the flight. I could not accept their health acknowledgment due to being exposed to Covid and having symptoms. I called Frontier on October 19, 2020 to express my concerns of which I was told to call back within 24 hours or on Thursday before flight to receive a refund or credit. I called as instructed on October 22, 2020 to cancel in order that I may receive a credit or refund. He said I would not be able to board the plane due to my situation. I called Frontier on October 22, 2020 only to be told I would be charged cancellation fees totaling some $238.00, that I did not speak to anyone on October 19, 2020, and there was nothing I could do about it. I sent phone records indicating my calls, explaining my situation, requesting a credit meaning I am still paying. I attempted multiple calls and filled out forms online. Remember, it is their policy and not mine. They told me I would need a doctor's signature on hospital or doctor's office letterhead. There is nothing in Frontier’s Quick & Easy Health Acknowledgement about a doctor, a hospital, an anything. It simply indicates I have to accept the following acknowledgment of which I could not do unless I where to lie. I was also accused of not making phone call on October 19, 2020. I sent them my phone records of which they never addressed in conversation. I was assessed a cancellation fee of $238.00 due to their policy not allowing me to board plane, will never fly Frontier; therefore, they lose future business, and I am telling my story to anyone who wants to know about Frontier customer service. By the way, do your homework, and you will quickly learn Frontier is the worst overall airline to fly. It seems they have desire to keep that reputation. I could have easily lied and continued on with my trip. I tried to do the right thing. I tried to be proactive in helping Frontier out as early as possible. Cheaper is not always better.

✅ Trip Verified | I 100% advise you to not use Frontier. Due to COVID, I needed to cancel a flight and they only offer an Airline Credit. I try to rebook the flight and use my credit but I have to pay a little more, okay! I end up needing cancel that flight and they ask if I want a whole airline credit or the credit from before and the refund to my CC back to my CC. SO I advise them, yes, I would like that $45 back to my Credit card. I end the phone call that I’ve been on hold for about 30 minutes and get an email saying they did an airline credit? There were no. other. options. but to use that full airline credit that THEY mistaken for the airline credit from before and the $45 from my CREDIT CARD. So I use the credit. I call to cancel the second flight I book and they can’t refund me even if it was their fault for not crediting my Credit Card? Make it make sense. I speak to the “manager” and she continues telling me it was my fault?! Their customer service sucks. You really do get what you pay for. Do not use Frontier. I still don’t get my money back.

✅ Trip Verified | I booked a May 2020 flight on 2/25/20. Of course it had to be canceled due to Covid. No refund, only a credit and it had to be used within 90 days! Other airlines either did refunds or allowed the credit to go through the end of 2021 (e.g. American). Not Frontier! Booking a new trip in the middle of a pandemic is crazy. Despite an appeal to extend the credit, none was given. Frontier would rather keep my money than have be back as a customer. I hope this kind of treatment leads them to go out of business. I would do a rating of zero if I could.

Not Verified | I actually didn't get to my flight. When I was on the website purchasing my seats and baggage, the website added another ticket to my cart. I had already purchased a ticket through Travelocity 3 weeks earlier. I tried to remove the 2nd ticket added, was unable to do so. I decided to cancel the transaction and call the airline directly. In cancelling the cart items, the transaction cancelled my original flight I had paid for 3 weeks prior. I panicked and called the airline within 3 minutes and was told there was nothing they could do for me, I wrongly cancelled the transaction and it was my fault. The costs roundtrip of the seat and baggage fees should have been $122.00, but the cart cost was $282.00. In other words, the site added the cost of a second ticket to the cart. The cost of my ticket was kept as a cancellation fee with no refund. In other words, I don't get to fly to see my grandchildren and I am out the cost of the ticket as well from a glitch on their website. This is nothing short of stealing.

✅ Trip Verified | What a terrible experience I had this weekend with Frontier Airlines. I am well aware it is a discount airline with "discount" seats and amenities. The issue was with them canceling my return flight and then not refunding my ticket or reimbursing me for the new ticket I had to purchase to get home on time. They offered another flight the next day but didn't tell me until 41 minutes after the flight left (proven with emails). Either way, flying the next day was not an option. Even if I could fly the next day, they were not going to pay for accommodations for the extra night. Their response to all this is "We gave you a flight home." end of story. I tried explaining that I had to be home the day I was originally traveling and they basically told me that was not their problem. So No Refund on the canceled flight and No Reimbursement on the out of pocket to get home.

Not Verified | We will never fly Frontier again! We booked a flight for April 8th to visit our grandson and family in Florida. Obviously we cancelled due to covid-19. They then cancelled the flight I assume, as no one was flying at that time. We tried to book a flight to visit them for November and they told us our credit was expired. We talked to several people at the airline - the last one being a manager. I also communicated twice in an email. I was told no exceptions. We are seniors and can't really afford to repay $474 for flights (as I'm sure most people can't do). I can not believe that under the circumstances of covid they are not honoring the credit. They say they must be booked within 90 days. Who is going to book a flight to Florida in June? That is the last thing on anyone's mind. I see many other people are in the same position. We feel it is disgraceful! They are the cheapest flights but not when you are paying twice. We will probably have to drive which is 16 hours or drive half way and fly. I flew with the airline many times to go to Charlotte and Florida to see grandkids but will never fly again with that airline! By the way, every other airline is extending credit due to covid!

Not Verified | Absolutely the worst airline and customer service. I fly this airline when I need to visit family, use their credit card and belong to their Den Club. I have stopped flying because of COVID. Earlier this summer a family wedding canceled and I was given a voucher for 1.200 for flights I had to cancel due to COVID, this was after they took away nearly $500 in penalty fees during a pandemic. Today, I tried to use the voucher to fly home for a family funeral. I was told it had expired. I spent 2 hours on the phone speaking to 4 different individuals who spoke very broken English and I had great difficulty understanding them. I explained my situation and was repeatedly told, "So sorry, we are not able to help you, your voucher has expired." One woman even blamed me for forfeiting my voucher. I can't even begin to explain how incompetent each person I spoke to was...even the supposed manager. In the end, no resolution. They stole nearly 1,700 dollars from me during a pandemic! They should be ashamed of themselves for taking advantage of people during a national crisis. I looked it up today and Frontier was given a fair share of the $25 billion in recovery money for COVID and they are stealing what amounts to two weeks + of pay from a US citizen who is trying to make ends meet. Their airplanes are uncomfortable, they offer nothing and nickle and dime you for everything from a carry on bag to a beverage. Frontier Airlines should not be patronized by the working class people of our country. They don't care and they have 0 compassion for their customers.

✅ Trip Verified | I bought a ticket for round trip to Omaha from Denver but selected United to go out on (awesome!) and Frontier to come back. When I went to do online check in for Frontier there were no seats for me to select unless I paid additional money. I also didn't catch that I had no carry on (United gave it free) so I had to pay another $46.00 for the bag I put under the seat. Get on the plane and we had no TV, music, or drinks (free on United). I could buy a cheap bottled water for $2.99. My trip to Omaha cost me $38.00 plus $10.10 for taxes on United, included everything - free! My trip back to Denver cost me $ 28.00 plus $10.10 for taxes (?) plus $46 for a carry on plus $29.00 for a seat (didn't want to ride on the wing) for a total of $123.10. I will never fly Frontier ever again.

Not Verified | So incredibly frustrated with Frontier Airlines. I’m supposed to be flying with my daughter this week to visit a friend who desperately needs us. I just found out her and her family are sick, likely with COVID-19. We are having to postpone our trip. I was hoping Frontier would be understanding of this. I don’t want to fly with another airline. I simply wanted to push the flight back a week or two until it would be safe to travel again. Out of 5 different supposed supervisors/managers I talked to every single one told me there’s absolutely nothing they can or will do to waive the change fees right now. They simply wanted to cancel my flight and refund me only $100ish out of the almost $450 I paid. One manager asked how I was and I said “Not very good” and his reply was “That sounds great...so here’s the thing” Seriously. I asked if they would prefer for me to go through with the trip, potentially be exposed to COVID and travel back on the airplane, exposing an entire plane full of customers and staff. He informed me my risk of exposing everyone would be low because I’d be wearing a face mask. Every single person claims there is absolutely nothing they can do to change policy, no matter how high you go with the company. They could not care less about the health and satisfaction of their customers or their employees for that matter. All they care about is nickel and diming you, taking your money. I understand I did not purchase The Works package. I understand there are normally change/cancellation fees. What I do not understand is there not being any exception in the midst of a global pandemic. This company should be incredibly ashamed of themselves for having a total lack of compassion and empathy for humankind, their customers, and their employees. I rarely wish ill upon anyone or any company, but I truly hope with everything in me that your company completely goes under if you choose to continue on a path of having zero compassion and empathy. You can take my money this time. I’ve learned my lesson. I don’t care if you offered a lifetime of free airfare right now. I will never again make the horrible mistake of flying with or paying another penny to your sorry excuse for a business. I’ll pay whatever it takes to fly through an airline that will actually take care of and care about their customers. To the employees of this company who are stuck under shoddy management, strict scripts you must adhere to and horrible work conditions, you deserve better. I hope and pray you can find your true worth with another company.

Not Verified | This is the worst airline I have ever traveled with, the customer service is essentially non-existent, during this time of the pandemic some expectation of leniency and empathetic concern for people should be at the least the bottom line . They cancelled my flight and my voucher was over 90 days so they won't budge to make it up ... we are still in the middle of this tragic pandemic so to schedule another flight is unrealistic and not fair in any sense. In these times it is important to be civil and open to change and go the extra mile, give the extra effort to help people in need.