Frontier Airlines

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.

Not Verified | I missed my plane in Las Vegas on a Sunday and Frontier had no other flights to my destination until Thursday. I was forced to buy another ticket to Denver and then another ticket/flight, I chose Southwest, to St. Louis. My mother is 84 and was in the hospital the weekend before. My son chose to marry in Vegas. I am on medications I couldn’t do without and did not have enough to make it to Thursday. Frontier could not accommodate which forced me into buying another ticket which forced me into another flight. I will never fly Frontier again. And the only beverage they served was water with my bag of pretzels.

✅ Trip Verified | The flight was empty; nothing else the back was full of row 32, all piled up in time of Covid-19 back and forward was empty; when we told him that my daughters suffer from dizziness and if it was possible to move to the chairs in front, first they did not accept and they said through the speaker that the chairs in the front are allocated for those who paid more for the service, they said it in a way cheeky Then I stopped and moved to the front chairs and immediately they called me and told me to return me to my purchased chair; until after a 1 hour delay sitting down they agreed for the people to move, it seems to me a lot of lack of professionalism to deal with the public in that way.

Not Verified | Horrible customer service. Frontier turned my trip to Missoula from a 6-hr (with DEN layover) into a 16-hr overnight in the DEN airport. After waiting on the phone with Customer Service for over an hour to seek a refund, I was only issued a credit that I must use within 90-days. In the post-COVID world, this does not suffice. I will never attempt to fly Frontier again!

Not Verified | Horrible customer service. Horrible business. Frontier cancelled our flight and then rescheduled us twice from a direct flight to a 6 hour layover in Denver. I have 4 children so that wasn’t going to work. Spent 3 hours on the phone attempting to request a refund since that is not the flight plan we booked and paid for, but they refused. Now we are stuck with a flight credit that has to be used within 90 days or we lose the money all together. Frontier is the most immoral and unethical business I have ever had to deal with. They are robbing from people who were forced to cancel their flights, who have lost jobs and family because of a pandemic that we have no control over. It’s not right. I was blown away by their inconsideration and lack of compassion. I will never fly this airline again, and I will discourage anyone I can from flying Frontier also.

Not Verified | I booked Frontier airlines for my trip to Cancun as they had great spring break deals. Not knowing the current pandemic would cause multiple borders to close for safety the airline company canceled this flight which was totally understandable. My flight was for March 30th 2020. I spoke with a first customer representative to get a refund for it which is one of two options she gave me, the other a flight credit. On the phone she said she will get my file to the refund department and that it might take some time. Now 4 months later they have emailed me saying my flight credit expired and that I am denied a refund. This email was very confusing as I never requested a flight credit in the first place and find it very upsetting that no one tried to contact me or explain what was going on. So still I am trying to speak with their customer services to understand why I cannot get a refund. Do not book with frontier. The customer service workers told me different information and now costed me my whole flight's worth.

✅ Trip Verified | We should have done our research before purchasing tickets to the “worst airline in the US”. Our trip was cancelled due to the pandemic and they only have 90 days to rebook a flight. But who can do that, as we have no idea if anything would be open and when. Do we buy hotels and risk not being refunded if we have to cancel? We tried numerous times to call the airline and couldn’t get through, and today my husband got through and was told since it was past the 90 days we lost our credit. They could have easily let us book, especially because their customer service is also garbage and we couldn’t get through.

✅ Trip Verified | I booked a flight on Frontier Airlines on 2/14/2020. I had to cancel due to Covid19 on 3/24/2020. On my confirmation email, it said I had until 6/20/2020 to rebook a flight. Frontier no longer has direct flights out of Msp except to Denver. I tried calling customer service at 15 times before 6/20/2020 and every time it would say "due to high call volume....try again later. Goodbye" Today July 20,2020 I finally reached someone and I asked for a refund because they no longer have direct flights out of Msp. Customer service told me I was too late and I forfeited my money. I asked why customers Frequent flyer miles don't expire anymore because of Covid19 but I can't get my 216.80 back? He said no refund I forfeited the money when I didn't call by 6/20/20202. I tried explaining to him I called more than 15 times. He just said there was nothing he could do. I lost the money. It is unacceptable that they get to keep the money. Yet if you have frequent flyer miles they eliminated the expiration date of them.

✅ Trip Verified | They are refusing to credit back a COVID related cancellation even though I went through proper channels to try and cancel ahead of time. All customer service #s were busy at the time and I could not get through to even hold for someone. They didn't even credit half of my flight cost back. Will never fly Frontier again.

✅ Trip Verified | I had gotten a credit for my cancelled flight in March 2020 (originally booked with two people)- I was told it needed to be rebooked by June 2020 to use the credit. I rebooked a single person flight before this time. On June 12, 2020 I go to the airport early because I was unable to check in on my phone, I went to the desk and the attendant told me that since I originally booked my flight for 2 people they were unable to issue me a ticket with my credits and asked that I pay for the ticket again that day.. needing to catch my flight I did, just to be told at security that my name was on that flight twice. When I called to get a refund I was on customer service left on hold then told to file a complaint on line, couldn’t even explain what happened because they only allow 100 words for your compliant description. Then a week later I was told that they denied my refund because the credit expired on June 2020.