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 1717 reviews
2/10
3 star Skytrax Rating
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1/10

"so unprofessional"

(United States)

Trip Verified | San Francisco to Cancun. Such a bad experience with Frontier Airlines they cancel 2 hrs before our flight because they overbooked and they were short staff. They offered to put us on another flight 3 day later which we declined. Never again booking with this airline they are so unprofessional!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Francisco to Cancun
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"We will never use Frontier again"

(United States)

Not Verified | Philadelphia to Orlando. I will never fly Frontier ever again. It's been a complete run-around the entire time. My husband and I are on vacation and unfortunately, we had a death in the family so we need to return home two days earlier than planned. We called to change the flight, they said we couldn't. We had to go book a separate flight then call them back to cancel the original flight. We did, they said they couldn't refund us the money, they could only credit us for another flight. But they told us that they couldn't do that the first time we called. If they did that the first time, we wouldn't have had to book a whole new flight. We could have used that credit for the new flight that we needed to book. So after spending God knows how much money on all of this, we still have to send a copy of our family member's death certificate over to them. Then we're told that we have to scan the death certificate in the airport we flew into for vacation .. are you joking? So I have to fly home to PA, get the death certificate, fly back to FL to scan it, wait until they get it, then fly home? This is the worst airline I've ever flown and they charge you for every last thing. The checked bags, the carry-ons, the seats if my husband and I wanted to sit together...I paid $96 for us to sit together on the way there and the way back. While on the plane, I think they asked maybe one time if anyone wanted snacks or drinks. Any other airline I've ever flown walked up and down the aisle the entire flight asking if we wanted snacks or drinks. They made sure we had whatever we needed. But that's not even the important part. We had a death in the family and we've been given nothing but problems trying to arrange our flights to get to the funeral. This is something that should be an easy fix due to the unfortunate circumstances. But no, they are making it increasingly difficult just for us to make it home for the funeral. We will never use Frontier again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Orlando
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"seats were so uncomfortable"

(United States)

Not Verified | Philadelphia to Las Vegas. The seats on this aircraft were so uncomfortable! It was a short load of passengers so the Captain allowed us to go in the empty seating which there were 3 to a row. I got my own, it was very uncomfortable to sleep the whole flight because I kept getting cramps in my leg. I was so tired but I did not sleep on that flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Las Vegas
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"You have lost my business"

(United States)

Not Verified | Inclement weather surrounding the Chicago area on Sept 27th 2019 was evident throughout the day. Our flight from Cancun to Chicago was delayed due to the weather. Frontier knew how bad the weather was and our chances of landing in Chicago were slim. They did not cancel the flight. Instead the pilot stated we had plenty of gas because he new we would be circling for some time before landing. The flight was never allowed to land in Chicago, Chicago closed the airport at around 5:30 PM due to weather. Our flight should have been 3 hours. It ended up being 7 hours. 5 hours into the flight the pilot announced no other airport had available customs open to accept our flight so we had to fly to Denver. Arriving at Denver airport, we were made to find our own way to customs, 120 people had to stand in line at 11:00PM to rebook our luggage for another flight, then rebook our ticket for the next day. This took a couple of hours. No representation from the airline ever came to announce what the plan was. Instead the passengers were all asking each other. I must also add the flight consisted of 2 offers for water. 7 hour flight and they did not offer us snacks or complimentary drink due to the delay. Nothing but water. At 2:00am we realized we were sleeping at the airport. No offer of a blanket or pillow. Most of us were in shorts and sandals. It was 47 degrees in Colorado. Really think about flying with this airline. I did call customer service to see if they were willing to offer any retribution for our troubles. She said no, but they will due better on their customer service in the future. Sorry Frontier. You have lost my business.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCancun to Chicago via Denver
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst customer service"

(United States)

Trip Verified | Absolutely the worst customer service experience. you sacrifice all respect and common courtesy for a discounted rate with this airline. I was a few min late to airport due to multiple traffic delays. The front counter person informed me that I would need to take my bag with me to the gate due to my late arrival. Flight was scheduled for take off at 1:31pm. I arrived at 12:49pm. I asked if I would have to pay again for my luggage ... as I had already paid for a checked bag online when I checked in for my flight. She answered 'no'. I got through security. Closing doors time stated it would be 1:16pm. I arrived at gate 2 min before (1:14pm). I was greeted with a scowl look from the gate attendant. She was visibly irritated with my late arrival and clearly not interested in the fact that my uber was in a wreck on the way to the airport which delayed my arrival. Without making eye contact .. she asked me my name and informed me that I needed to pay again for the bag fee. I informed her that the lady prior to security check told me that there would not be an additional fee. There was another gentleman that arrived after me. He was sweating and he obviously was running to make it to the gate. The agent saw him running and she stated that there comes another one and he has a bag. She rolled her eyes. He asked "did i make it?" No one acknowledged him. I answered him. 'Yes you did. Are you ok?" I asked the agent if there was a reason she was so visibly irritated .. she answered with "this isn't irritated. This is how I always am". I informed her that she should not be in the field of customer service. She told me that she had been in customer service for 4 years. I informed her that her supervisor should be aware of her behavior. She answered: "My supervisor knows how I am". What total disregard for the passenger experience. Once I was boarded, I logged onto Frontier's website and sent in my concern. I received an email from a Customer Relations Specialist apologizing and stating the concern about the lack of customer care had been sent to the supervisor. This Customer Relations Specialist pulled the "policy" card regarding needing to pay again for a bag if checked at the gate. She ended the email with "we look forward to seeing you again". Nope. Not this Texas girl.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Austin
Date FlownSeptember 2019
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

"never fly Frontier again"

(United States)

Trip Verified | Philadelphia to Tampa. Frontier is an absolute garbage airline. Do not fly Frontier! First thing, the check-in kiosks were broken, so there was a really long line to check-in. Once we boarded the plane, we had to get off for a mechanical issue that was supposed to take an hour to fix. One hour turned to three which then turned to our flight being cancelled. They say they will send you a $500 voucher in an email but what they do is send you one for $100 and you have to call in to get the rest of the voucher. The voucher itself is only good for 90 days! Overall, every aspect of Frontier sucked and I will absolutely never fly Frontier again and neither should you.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Tampa
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"half my flights are delayed"

(United States)

Not Verified | Denver to Ontario. I’ve continued using this horrible airline and after all my flights I would get Frontier the #1 worst airline award. About half of all my flights are delayed and I’ve had two times not that they have had us keep boarding and deboarding a plane because of maintenance problems. The last plane I was on was smoking in the cabin and they said it was computer problems. Bad service bad flights and bad planes. Uncomfortable seats too.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDenver to Ontario
Date FlownSeptember 2019
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

"delayed every hour and so on 7 times"

(Russian Federation)

Trip Verified | Seattle to Saint-Louis via Denver. Live in airports 2 days cause Frontiers failures. Stay at night on airport chairs. I bought flights F9 144 (Seattle - Denver) and F9 280 (Denver - St. Louis) As a result, my flight to Denver (F9 144) was delayed every hour and so on 7 times. After 7 hours, the flight was canceled and everyone was sent on another flight in the morning. But my connecting flight F9 280 burned out. And they could not offer me another flight during the day so that I could have a meeting at my business. As a result, I had to skip the business rally and fly to New York (I bought tickets to fly after St. Louis). I also had to spend the night at the airport on an armchair, because the company said that the places in the hotels were over. But it’s not my fault, why should I sleep on an armchair at the airport due to the fault of the airline? There was no compensation, they offered a $ 150 voucher to buy another flight, but I will not use their airline anymore. They refused to pay money or to a bank card And now my flight to New York is just as delayed, I spent 2 days at the airports due to the fault of Frontiers and they did not even take care of my sleep or food. I have to look for where to sleep and eat myself.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeattle to Saint-Louis via Denver
Date FlownSeptember 2019
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

"Most uncomfortable flight"

(United States)

Not Verified | Denver to Ontario. Most uncomfortable flight I have ever been on. We were packed on like cattle. There was turbulence the entire flight. Frontier added on prices for everything. The seats had no cushion and were difficult just to get in to. The emergency paperwork was old and filthy. The inflight bathrooms were too far away to get to, but with the turbulence, I would not have made it anyway. I would never use Frontier airlines again and would not recommend them at all.
AircraftAirbus
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Ontario
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"charge you for your drinks"

(United States)

Not Verified | Denver to San Jose. Worst Airline ever. Our flight got delayed for 1 hour so we had to wait at the airport and do nothing. When we were on the plane, everything was going just fine. Then, one of the Flight attendants came. She was very nice. I asked for some Sprite, but the final total was 30 dollars. I mean, what airline would charge you for your drinks and food. I am never flying this airline again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenver to San Jose
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no