Frontier Airlines

Not Verified | Was flying from Orlando to San Diego back in Nov 2019. Boarded the planE and sat on the runway for half an hour while maintenance came to check out an issue. Cool, they are fixing the problem. Maintenance left and we took off. Cool, they must have fixed the problem and sent us safely on our way. I'm going to sleep. Wake up 3 hours later to learn that we have been flying in circles over the gulf of Mexico this whole time because the problem wasn't fixed and we needed to burn gas to land back in Orlando. Took them 4 hours to then find us a place to stay, rebook us and provide us with a voucher. Not too cool, but they took care of us a little. The voucher provided required me to book a flight by May 2020. Then COVID hit, and I couldn't plan on traveling anywhere. Surely Frontier would understand this and extend the expiration date of my voucher. Wrong! It doesn't matter that I literally couldn't plan on booking a trip between February and July, since I didn't use that voucher by May I lost it and Frontier refuses to make it right. We have seen companies do amazing things to ease the impact of this pandemic. Frontier is not one of those companies. If Frontier is one of the airlines that makes it through this, I won't be giving them any more of my business.

Not Verified | This is the worst airline ever. It seems like a cheap and good deal, but you will end up paying the same (if not more for another airline). The customer service is so bad that you might as well book with someone else, or risk losing money. bought a ticket back in February of 2020. The price seemed reasonably low so I bought a ticket. I ended up spending more than I would have spent flying with another airline, after my baggage and seating. I was fine with all of this (my fault for not knowing) but, after March everything got worse. My flight was scheduled in the middle of March right after everything shut down for Covid-19. They said that we could change or cancel our flight for free. First of all, there is no way you can get a refund back onto your card (you can only be given credits to buy another flight). They only gave us 3 months to reschedule our flights, which is very hard to do not knowing when everything will open back up due to corona (Every other airline, gives you at least a year to reschedule). They only had flights scheduled for sunday and thursday. When I finally got in contact with someone, they said that they do flights day by day so more flights may or not be available. I could not fly on those days and by the time they finally would have other flights available, my credits would have expired. On top of that if a flight is more than your past flight you have to pay extra (understandable) but a flight reserved a year in advance should have been that expensive! Secondly a flight that is cheaper than your available credits can not be refunded, so you will still be losing money. I finally decide to reschedule my ticket a week before I lost my credits, and the website didn't work. The line is always busy (sometimes it just beeps and hangs up. It says customer service is open until 12am, but when I called later that day they claimed they were closed. Called the next day, after finally bypassing the robot and talking to a real employee, they hung up in my face before they the line could connect. The next day it asked me to do a survey if I was over 50, when chose the option saying I was not over 50 they hung up in my face. Called again and the same thing happened. Every time I called after that, the wait was over an hour and 30 minutes. I finally talked to someone just for them to say they could do nothing because the site was down (All that time wasted). When I finally did talk to someone who could help, they made me try to book a new flight over 3 times (on my end) before they finally told me they would do it from their end with no $25 fee. My boyfriend tried to do the same, but they keep telling him that he has no credits left. He hasn't bought any new flights and he cancelled his old flight a day after me; meaning he should've had a day longer than me to reschedule (according to their 90 day policy). This place is a scam. We've spent over twice as much money than expected. I feel they are trying to make up for the money they lost during quarantine.

Not Verified | I booked my flight along with my three children and my parents for spring break. A total of 6 tickets. I had to cancel due to the covid thing ... they gave me 90 days to book another flight, where other airlines were giving up to two years. I went to book at my deadline time and of course the flights were a lot higher then I previously purchased! So they were trying to eat up my credit and then make me pay more to book the same flights for the following year. That by itself is wrong . I went to book and saw that I had no miles .. now that is strange since I even have their credit card. I thought possibly I could book and eat up the rest with miles. I called their customer service and sat on hold for over an hour to automatically be transferred to an answering machine. I left my name and number and of course no phone call back. I tried again the next 2 days. Now here I am on the phone again for the 4th time and it has been exactly 1 hour and 12 minutes. I did get a booking agent (of course!) and come to find out I had 2 accounts? All of my miles were on the other account. Now they are saying that my credit of 6 tickets is gone .. that in my mind is stealing! I paid for those and was trying to book but can not be on the phone all day long to talk to someone! I will never book with them again.

Not Verified | Due to COVID-19 we cancelled our April trip to CO. I was issued a Frontier credit and given 90 days from the cancellation to us the credit. Fine we fly Frontier a few times a year to visit our daughters and family. So 2.5 months later I'm trying to book on line a flight for Sept. When I enter the information to use my credit it says it doesn't exist. Have been trying for 2 days to get to the airline customer service. The recording states if having issues with an airline credit to try again as the issue has been resolved. Not true...doesn't work. Waited on line for 2hrs and finally reached a cust serv rep. I explained the issue but she went forward with making the booking for Sept over the phone. When she quoted me the price I said I am a Discount Dent member for which she proceed to tell me I have to book on line for the discount. For which I again explained that is what I am trying to do but the website is not recognizing my credit, which I previously explained. Upon which we were discounted! I had given her my phone number at the beginning of the call to call me back if we were discounted. Surprise, no call back and I am again holding for a representative. I'm sure the customer service is overseas and works from a script. If they don't have a script for your issues they don't know what to do! What good is a credit if I can't use it!

✅ Trip Verified | I received an email from Frontier a month before my flight was supposed to take off saying that I should proactively cancel my flight to avoid any extra fees. Frontier knew that they planned on canceling flights but in order to avoid giving passengers a refund, they told us to cancel the flights ourselves. I canceled for the same reason everyone else has been, because of COVID-19. Frontier issued me a credit and said that I have until June 2020 to use. I have no intention of traveling this year and probably not next year. And it is not fair that they get to place these restrictions on customers. I've been on the phone with them for about a month trying to get either a refund or to have that credit expiration date extended to the end of 2021. But they refuse and say that they can't do anything about it. Airlines should not be allowed to get away with this. I understand the current state of the world and that everyone is hurting. But customers shouldn't be exploited and tricked as a result. Now more than ever we need compassion and understanding. Based on my conversations with Frontier, they have neither compassion nor understanding.

✅ Trip Verified | Had to cancel due to pandemic. Frontier will not give a refund and has awful customer service. Stuck with a voucher that is about to expire. If I book for next year the tickets are 400 dollars. Do not recommend to anyone.

✅ Trip Verified | On 5/27, we booked our hotels and booked our flights to Vegas using our frontier credit code on the Frontier website. I printed out my itinerary and went about my business. On Monday, (five days later), I get on my frontier profile and it says there are no flights found. I called customer service and wait on the line for one hour and twenty-five minutes before I get someone. They tell me my reservation isn’t there and I have to rebook online, or they will charge me a fee! At this point I am irate! Why would my itinerary print with my flight info and it not go through? Instead of being charged for a rebooking fee, I go online and the non-stop flights in question are not even available. They were either cancelled or changed. Not just that but the only flights that are available are double what I paid! I call Frontier again and this time wait on the line for one hour and forty-six minutes. The customer service representative tells me that a lot of people who received credits haven’t had success rebooking their flights and that she would waive the rebooking fee. Then proceeds to tell me that they won’t honor my itinerary or prices from my original booking. Four round trip tickets from Nashville to Vegas had originally costs $404.80, they were now going to charge me $828.00 (flights that were non-stop). The representative then put me on hold to talk to her superior. Once I was put on hold they hung up and didn’t call back. This would be my first experience flying Frontier and after all this mess, I promise you it will be my last!

✅ Trip Verified | After my first flight with them they robbed me by charging twice to check my baggage. When I disputed it with my credit card I lost and had to pay 180$ to check my bag which should only be like 50-60$. Then my trip to Disney world was canceled in March 2020 because of the pandemic and they won’t refund me. The seats don’t even go back and no tv on seats . If I could give 0 stars I would, I wouldn’t even give them 1 star.

Not Verified | I would under no circumstances recommend Frontier. They tried to change my outgoing flight that was booked a month in advance to a flight that had an overnight layover, when I called to fix the situation, I was on hold for over 30 minutes before I spoke with a woman who then informed me that the returning flight was also not available (there was no email or notification prior to this) and would have to be changed to a different day (which would conflict with my work schedule). When I started to respond to her she hung up on me. Currently on hold again for over 20 minutes so far. Wish me luck.

✅ Trip Verified | Newark to Ls Vegas via Ontario. Had a flight booked for June 13, Frontier changed the flight date to depart on June 12 and routing to be via MCO with a 7.5 hour layover. Contacted customer service via email and refund processed within days. Happy to receive good customer response and speed at a stressful time. Will definitely consider Frontier for my next internal trip in the US. This is part of a multi leg trip booked for June which may or may not go ahead - visiting from UK.