Frontier Airlines

Not Verified | They are cheap for a reason. You'll make up for it in add ons and horrible customer service. I was also unable to cancel my $90 flight because it fell within the 60 day non cancelation policy. Was charged $76 and given a $14 credit which I will never use from them. There are much better user friendly cheap airlines, I get it times are tough but don't charge potential customers for services not rendered when I ordered by mistake and canceled within minutes, talked to customer service who said "sorry its our policy." Well my policy is not flying with you anymore.

Not Verified | Worst airline I have ever booked with! Had to cancel a flight due to a national pandemic. They gave me a credit instead of my money back. Booked a flight again for a later date mind you flights were cheaper so I lost $400 because the credit was one time use. So the new flight I booked was canceled, I once again asked for a refund but no they have to give me a credit for the flight again. Hands down the worst customer service I have ever experienced

✅ Trip Verified | Frontier Airlines is known as a deeply discounted airline. We have flown Frontier a couple of times, and have found the customer service to be non-existent, the seats to be terribly uncomfortable, and very cramped. Our family flew across the country on an overnight flight, and the cabin crew were very loud in the back, laughing and carrying on all night. There was no consideration for the passengers. None of us (including 4 young children) were able to even doze at all, even though it was the middle of the night. At that time I swore that I would never put my family through that again. However, when the opportunity arrived to take my family across the country again, I stupidly relented when the flight prices were so cheap. I told myself I could endure because the price was low. Come COVID-19. Our plans were cancelled, the world was in a mess. We were out of jobs, and our event in Florida was cancelled. I cancelled my flight with Frontier, assured that I would get my more than $800 full credit fur use within 90 days. 90 days? Who is going to be able to travel within 90 days? Travel restrictions abound, and I am a nurse. I am unable to leave the state or I will not be able to come back to work. So where am I going to go? I didn’t know what to do. Later, I got an email that stated in the subject line (exact words) ”Now use your travel credit to book through 9/12/21.” And the first thing in the body of the email was “Schedule extension! Now book through September 12, 2021.” There was nothing in the email to differentiate when the travel actually had to be booked vs. travel. I honestly thought it was a booking extension until Sept 12, 2021. I was relieved because I thought that Frontier was finally coming to its senses and following industry standards for issuing credits good for more than 90 days. However, when I tried to use my credit today, I was denied on the basis that it had expired by nearly 3 months and I was just out of luck. I was on the phone for one hour and forty two minutes and the answer was always “policy is policy.” Frontier sent out a (deliberately?) misleading email and now is keeping my $800+. They have stolen my money. I did my due diligence to try to use this within the time frame that I thought was given to me. The fact that Frontier just does not care and has no qualms about stealing $800 from well-meaning customers, tells me that it is a company not worth dealing with ever again. Beware of this company. Their good prices are not worth the discomfort, bad service, and all- around dishonesty. Don’t be fooled as I was.

✅ Trip Verified | I book a flight with Frontier in January for a March before Covid hit. I was advised to cancel my trip. So i did. A few days later Frontier canceled the flight. I was told I could get a refund or "mileage" for my unsure flight. I was later told I "voluntary" canceled my flight so I was ineligible for a refund. Then was told had 60 days to reschedule my flight. The whole country is shut down at this point. Received another email stating my 60 days would be extended until September 2020. So here I am.. trying to book a flight, was told my credit expired in June. No refund. No flight credit. No mileage credit. Was told there was nothing they could do. I spent $500 on plane tickets. Was then told I could receive a $50 credit... wow... thanks.

✅ Trip Verified | I had to cancel due to Covid shutting Florida down and received a 90 day credit - not nearly long enough with Covid still being an issue. Not even a day after I cancelled my ticket, Frontier cancelled the flight altogether and issued a full refund for the other passengers. Since no travel is happening right now, my 90 day credit expired. When I inquired about extending it so I could still use them as an airline they informed me that because my cancellation was "voluntary" I am not entitled to any sort of extension. They should be extending grace and better communication during this pandemic. I will not fly with them again unless they make it right and refund me my money.

Not Verified | Airline has passengers pay extra for assigned seating. Then changes the seating. Called customer service and was put on hold multiple times - hung up on by two customer service personnel and a supervisor. I will pay extra and double my flight times to fly with a different airline.

Not Verified | Had to cancel a flight in April due to Covid. The travel credit expired after 90 days. Frontier sent an email offer to convert the credit into miles. I then clicked the link to accept the miles. Apparently, it never was accepted on their end. So I called Frontier and they were unwilling to work with me. They refused to provide the miles promised since my travel credit expired. So basically I paid $300, couldn’t use the credit in June because of travel restrictions, then lost an opportunity for the miles, and received poor customer service. Will not use this airline again. Very upsetting for the average consumer during the pandemic.

Not Verified | Scheduled a trip for April to Mexico. We booked Frontier for the flight home. COVID happened and Frontier had to cancel the flight home. They told me they could either provide me with a credit or reschedule the trip. We decided to reschedule the trip. Frontier cancelled the flight again, they rescheduled it, this time with a layover. Annoying, but whatever. Then 2 weeks before the trip, the flight gets cancelled again. I call and ask if they can put me on a new flight. They say the next flight is a day later. This doesn't work for me because I do not have a place to stay for another night. I ask if they can give me a refund. They say they can credit my account. How is account credit going to get me home? I need a refund so I can rebook my flight the day I need to come home. They say they cannot provide a refund back to my direct deposit because apparently I had paid for this trip with a voucher. This trip was rescheduled because they cancelled the initial trip - that's why it was paid for with a voucher. On top of that, they told me a refund to my direct deposit wasn't even an option in the first place and that my only options were to take a voucher or reschedule. I paid an extra $60 for Frontier's "The Works" insurance, which is supposed to refund me in case something like this were to happen. Now they're saying that doesn't apply. Now, I do not have a flight home from Mexico, I lost $600, and I don't have the money to pay for a flight home. I didn't get what I paid for, and they refuse to give me my money back. I've called several times and no one can help me. Every time I call, they hang up on me. Not only have I wasted my money, I've wasted my time.

Not Verified | Legitimately the worst airline in the entire world. I’ve been to 40+ countries and never have been treated this poorly by the customer service of an airline. They are attempting to keep $650 in airline credits from flights that were cancelled during Covid. I cannot wait to watch the class action lawsuits put you out of business. I will attempt to contact the airline 1 more time before pursuing them legally. Frontier, you are absolute garbage and a disgrace to the industry.

Not Verified | I booked my flight for 2 passengers over a month ago to attend a concert in Las Vegas. Due to COVID-19, it was postponed until next year. I ended up moving up our travel times a week to better fit our schedule with our children. The new flights I chose were from CVG to Las Vegas 8/14/20 – 8/17/20 (I even have the screen shot I sent my companion to verify the dates before I hit Confirm Changes. Once I did that, I paid the difference for the changes. We arrived at the airport almost 2 hours before our flight around 1:44pm local time. It was when we were checking our bag that the attendant noticed our tickets were for the day before 8/16/20. He said it was ok because we were within our 24-hour window and could change the flight to the next morning (6am) at no cost. While he was trying to get the tickets to process, a message kept popping up that wouldn’t allow him to proceed. He said that was weird and brought over a lady to look. She didn’t know why it wasn’t going through either. They both told me that the airline has a 24 hour policy that there is no additional fee for a changed flight and didn’t know why that was happening and both said just to purchase 2 new tickets and call and get the refund the next day when I was home. We were getting close to the plane boarding (and still within the 24 hours) so I agreed to what they told me and paid $454.20 for the 2 tickets and $55.00 for the checked bag. I would have NEVER paid that much for a flight I had already purchased and would have shopped around even if it meant staying an extra day or two as we get free rooms at hotels. We almost missed the flight as well because the lady who sold us the tickets (same one who told us we would get a refund when we called the next day spelled my girlfriends name wrong, even though they had her driver’s license to print the ticket. We had to run back to the desk from security to have her put the correct name on the ticket. Yesterday (8/18/20) I called Frontier and spoke with a lady who was very hard to understand but the part I got out of her was she wouldn’t refund my money and I should have read the companies policies. I told her it was their companies’ employees who should know their own companies’ policies and provide the correct information to their customers. I was calm during all of this and just asked if I could speak to a supervisor. She told me it would be 3 hours after they got off a call and one would call me back. A supervisor, who was even harder to understand, said her name and other things at the beginning of the call but I couldn’t decipher what she was saying. I reiterated my conversation with the last representative, and she kept telling me the same thing and I kept telling her the same thing 2 Frontier employees told me. There were no raised voices or yelling and she hung up on me while I was talking. Under normal circumstances I could understand a policy where they wouldn’t refund tickets due to a missed flight. However when 2 Frontier employees tell me it’s their companies policy not to charge an additional fee for switching flights within a 24 hour period and I’ll get a full refund, that’s where I have an issue.