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 3599 reviews
2/10
3 star Skytrax Rating
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1/10

"Don’t go with this company"

(United States)

Trip Verified | Orlando to Las Vegas. Flight was delayed 2 hours for some reason but not mechanical. I made ticketing agent aware in Orlando that I would miss my connection to Las Vegas in Raleigh, NC. They told me to go ahead and try to make connection as there was a possibility of the flight being delayed as well. When I got to Raleigh of course connecting flight was missed. I contacted the ticketing agent and she informed me that because I did not change in Orlando that I would not be able to make a connection to Las, Vegas for 24 hours. I explained my situation and what had transpired. The lady arrogantly handed me a boarding ticket for a flight 24 hours later. I contacted customer service and they were very short and unconcerned. So, I get to pay for a hotel, meals and travel. Don’t go with this company and shell out the extra dollars for a more reputable airline.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteOrlando to Las Vegas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never use them again"

(United States)

Not Verified | Raleigh Durham to Las Vegas. The tickets are reasonable, but when you check in the cost per baggage is $50 including a carry on. Besides the price of tickets I had to pay an extra $400 round trip for baggage. I could have gone with a different airline an still save about $200. I will never use them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRaleigh Durham to Las Vegas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst airline ever"

(United States)

Trip Verified | Washington to Salt Lake City via Denver. Worst airline ever. This was the first and last time I will fly with Frontier. When we had arrived at our destination they had lost our car seat and told us we never checked one. Then they didn’t have a temporary one for us to use which left us stuck in the airport until a store was open for us to buy one until they figured out where ours was. All customer service reps we talked to were rude, unhelpful, and combative. I can imagine that it is due to the fact that frontier doesn’t care about its customers. The greatest service they could provide us all is to shutdown their business. I am only rating them 1/10 because I can’t give them less.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Salt Lake City via Denver
Date FlownDecember 2018
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

"they have given up on us"

(United States)

Trip Verified | Denver to Norfolk. My family of 5 travelled with Frontier returning from CO to VA. We checked 7 bags, paying a total of $500 in baggage fees. The flight was not bad although we paid extra for seating also, to only have seats that did not recline. Our trip back home became a disaster upon arrival in VA. We received on 5 of 7 checked bags. We were told bags agents usually lost, we should have it within a day. Whatever. They lost our 6 month old daughters car seat! We were told at least 5 times the “loaner” car seat must be returned when we get our original. The car seat was not up to my standards to have my child riding around in. It was flimsy and awfully cheap. I was so disappointed. Luckily one of our rides home from the airport had an additional car seat in their vehicle. We filed the claim and went home. Roughly 2 days later the car seat appeared at our front door with a tag from Fed Ex. No communication just at the front door. I am grateful to have her car seat back but communication would have been great. Nonetheless we still had a suitcase missing. After 4 weeks going back and forward with Central Baggage in CO via phone and email, I was told my case was being escalated. They asked for a lost baggage claim to be filled out and to add receipts for what was in the bag. I sent in receipts for more than $3800. The email stating it was received stated compensation can take up to 6 weeks. I received an email 3 days later stating they would compensate my family $840, everything received was used on a depreciated scale, have a nice life. How dare they tell me my personal belongings for my family is nothing but a quarter to the value after they lost it! I would love to have our bags back but it seems like they have given up on us.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenver to Norfolk
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never using Frontier again"

(United States)

Trip Verified | Austin to San Jose. Originally scheduled for 7am takeoff. The plane had a mechanical issue and was delayed 3.5 hours. Almost 4 hours later, they cancelled the flight. Customers, including myself, were trying to call to get things sorted out, but the Frontier agents on the phone failed to acknowledge that the flight was cancelled and wouldn't do anything about it. The woman I talked to gave me a refund right away because I had paid the extra money for the refundable ticket, but this was before she told me that my flight wasn't actually cancelled. After hours of arguing that my flight was indeed cancelled, they refused to give me a hotel voucher or any extra compensation for a new plane ticket. I was finally able to get to customer relations after repeatedly asking three different people to be transferred (they initially refused to transfer me). After speaking with customer relations, they gave me $550 in credit and $150 towards a new plane ticket on a different airline. Not ideal, but this was at 4:30pm and I as tired of dealing with it. I'll be using my voucher and then never using Frontier again (this is not my first issue with them regarding a situation like this).
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteAustin to San Jose
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"There is always a delay"

(United States)

Not Verified | Ft Lauderdale to Trenton. I have flown many Frontier flights over the years. I know they nickel and dime you and I know to pack real light (i.e. a backpack under my seat). I know that most likely we will not get there on time and I plan for that. There is always a delay. I think I’ve only every had 1 of their flights leave on time. I expect this. However in the last year I have had not two flights cancelled. The crew at the desk would make the announcements and just disappear with no answers as to why. In this latest cancellation, the flight was delayed 3 hrs and now set to depart at 6:08pm. The other flight lands, deplanes, and we get ready to board. Then they close the gate. It’s been 30 mins and no one has told us anything. We see a Frontier agent and ask them what’s happening. They said they just need the captain to sign off on some paperwork and they can board the plane. Then we start seeing that the flight is saying cancelled online. We ask the agents, they know nothing. When you call frontier, they said our flight was in-flight! Finally they come out and announce that the flight is cancelled but they have no idea how we can get our bags and go about finding another way to get to our destination. We wait at the gate for another hour, while they say their manager is coming with information. A manager never came. They still had no idea. They said the reason the flight couldn’t take off is because they were short 1 crew member. They couldn’t find anyone to staff their flight. Are you serious? We finally get told our baggage will be in baggage claim and wait another 30 mins for it with, as you guessed, no one to give us any information. In the line for the ticket counter they give us a paper that says we can use a website to rebook our flight and that we will be reimbursed with the cost up-to $400. A new flight on American so I can get to my destination cost me $410. I’m now worried based off of other reviews that I may not see that money. Things happen, I get it. However, you should keep your passengers aware of the situation in a timely manner so they can adjust their plans. Your staff should know what is happening and should be able to answer questions. Being held hostage in the airport for 5+ hours with no idea what is happening, how I can get to my destination, and how I can get my bag is ridiculous. The likelihood that your flight will get cancelled is high and in the end you will shell out more money than the $100 you saved.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFt Lauderdale to Trenton
Date FlownDecember 2018
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
2/10

"receive bags 4 days after my flight"

(United States)

Not Verified | Denver to Huntsville via Orlando. Checked 3 bags at Denver. Had a connection in Huntsville to Orlando final destination. Baggage failed to mention that it's necessary to re-check bags at a connection. During layover in Huntsville, I got a call from the Frontier luggage service saying they had my bags at the claim. I told the representative that it must be a mistake because Orlando was my final destination. I told them what flight I'm going on and they said they would get it on the flight where it needed to go. Obviously that didn't happen as I am to receive my bags by mail about 4 days after my flight. I could have saved money and express mailed them myself. Maybe I'll just mail myself next time too.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Huntsville via Orlando
Date FlownDecember 2018
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

"their staff are not helpful"

(United States)

Trip Verified | Tampa to Vegas. Our flight was scheduled to leave at 2:59pm and we did not board until 9pm. Once we boarded we did not start moving until 10, and that’s when we stopped and had to return to the gate and eventually get off due to cancellation maintenance issues. They kept pushing back departure time, not communicating with their customers what exactly was going on. The plane hadn’t even arrived until around 6 and then we’re told it was in maintenance. We had Golden Knights tickets and had booked our hotel at Aria. So missed out one night at Aria and our Golden Nights game tickets put to no use because they kept giving us hope by continually pushing back our departure time like there was a chance we’d make it. Bottom line, this airlines is a joke and their staff are not helpful. We are scheduled for a flight now tomorrow at 11 but who knows if it’ll take off in time. To be continued...
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTampa to Vegas
Date FlownDecember 2018
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

"Missed flight due to staffing"

(United States)

Trip Verified | Denver to Indianapolis. Missed our flight due to staffing issues. Got rebooked from Denver to Vegas to Cincinnati - flight delayed. Got a flight from Denver to Indianapolis - no bags of course. Just trying to get to Ohio to see family.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenver to Indianapolis
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"take a different airline"

(United States)

Trip Verified | Orlando to New York. Customer service is absolutely horrible. Do your self a favor pay the $100 more each way and take a different airline! A small gesture goes a long way. My poor mother drove 2 hours to the airport and got there an hour prior on Christmas the poor thing made it to baggage and got declined entry because it was 45 min till flight time were on their website/ itinerary it states black and white that is totally fine.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to New York
Date FlownDecember 2018
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no