Frontier Airlines Customer Service Complaints - page 2

Hello,

Last week we flew to vegas using frontier. I usually have no problens sleeping but both ways I was unable to sleep due to the uncomfortable chairs that do not recline! I understand you try to provide lower prices by lowering the quality but my back is still in pain! When we got off the plane we discovered that your airline had ruined my boyfriends BRAND NEW suitcase! We were unable to even pull out the handle! Imagine after a 5 hour flight your back is aching and having to carry your suitcase by the other handle rather than wheeling it. The suitcase is also all scuffed up! I look forward to hearing from you in regards to how you would like to reimburse us. Thanks in advance.

Jacqueline Reese
Joseph Maynard

THIS WAS AN UNAUTHORIZED CHARGE AND FRONTIER AIRLINE SHOULD DO THE REFUND THE DAY AFTER CHARGE WAS MADE SO THE FRONTIER Airlines ASSOCIATE assured me they would REFUND my $ on the 15th and today on the 18th �¢ï¿½ï¿½ They told me I had to call the bank

I will also file a complaint with VISA - BECAUSE THERE ARE RULES

These charges are not authorized charges



The Airlines assured me they would refund my $ on the 15th and today on the 18th ââ?¬â?? They told me I had to call the bank
I spoke to today

AND AGENT ID 874646 I spoke to on the 15th who told me the Airline would refund I 48 hours

I will also file a complaint with VISA

I flew from SFO to Denver last 17th of August at 10:10 AM I dont have any complaint with that flight but the connecting flight at 5:10 is what hurt me the most emotionally until now it keeps lingering in my brain, Flight F9 422 Denver /Atlanta .Your service is bias ,I was seated in 22A the flight stewardess kept passing by asking the two ladies beside me on my rt. side if they need anything ,twice but never even look at me and ask me if I needed something as if I was not there, the lady next to me on 22B ask me if I need something and she said she will ask it for me I felt bad though I kept my calm and said I am fine they ask all of the guys in front of us, I was thinking maybe they don't see me so I stick my face the second time but still the same, the stewardess were all older maybe on their 50's or 60's I know they have been in the buss. for a long time so they know better my name is Elvira Colson tel 6785880822, then I learned I even pay more than the two ladies they got the promo ticket but they are treated better.I will never fly frontier anymore after this experience.I hope all your stewardess be fair to everybody.

I really don't understand as to Why? and How? This Airline is even allowed by the authorities to operate !!! I think the Consumer Services Agency or whatever authorised Govt. Department concerned in this country should step in and look into this to justify the travellers.

The worst Airline, I have ever experienced in all the aspects of the services. I have travelled several times with this airline because of the cheap fares, and believe me each time I had from bad to worse to worst experiences. No one from bottom to top cares and want to listen to your complains and sufferings. A Total disappointment, dissatisfaction and frustration !!! Never will I fly again with this Airline and I strongly don't recommend to any one to fly this airline. I bet it will not be worth your time and money except regret. It should change the name from Frontier Airlines to a Frontlier Airlines. It has very pathetic, unethical, without any principles and professionalism, the worst, the rudest, untrained, un considerate, mannerless customer service agents, supervisors and managers included.

Dear Sirs, I bought a round trip ticket from knoxville to Denver on June 27th and flew to Denver on July 30th. On the return flight to Knoxville August 4th I was denied boarding as to the agent saying I had cancelled the leg. Why would I do this as was going home. I was listed earlier and when approached ticket counter I was denied a ticket . They told me to leave as I was upset and stranded at the airport. The supervisor was extremely rude and did not try to resolve my problem. What a bunch of amateurs. American came to my rescue and I got home 4 hours later. I want a refund and an apology. I hope this isn't the way you treat your customers. Flight 589 to Denver and 586 Return ( U8IM3T ) $ 364.20 1 senior

My concerns with this airline is that when I cancel my flight last year because of emergency that I had a year to use this as a voucher up until December of 2015.... I was charge a cancellation fee.... I was ready to use my voucher this month and when I called to book a flight frontier couldn't locate my voucher because they said it was too late that they gave me a year to use it!!!! There was some lies and misunderstanding I truthfully was told that I had until the end of 2015 to use this voucher..... I'm not happy with frontier or travel one and will not recommend anyone to them..... I'm laid off from my job and needed to use this voucher for personal issues..... Therefore I was ripped off and is very unhappy with this happening.... Frontier Airlines need to credit me or give me something to meet my needs!!!!

As a retired Air Force officer I have flown thousands of miles on many air lines and military planes. Never, I repeat, NEVER, have I had such poor service and found less professional integrity and incompetence.

The experience we received on our delayed flight 607 from Atl to Indianapolis was awful your staff on duty around 5pm very rude and disrespectful its enough to wait 4hrs but to be insulted by immature staff is inexcusable they also need badges so you can file complaints by name

One of the WORST airlines I've ever flown! My debacle started in Orlando, where they don't even have curbside check-in, so we waited forever in line inside to check our bags, due to slow, inept counter employees. WE WERE IN THE LINE SO LONG THAT WE LITERALLY MISSED THE BAGGAGE CUT-OFF TIME, SO WE MISSED THE FLIGHT AND HAD TO PURCHASE TWO SEATS ON ANOTHER AIRLINE BECAUSE FRONTIER ONLY HAS ONE FLIGHT PER DAY TO CLEVELAND!

On the way back, we arrive 2.5 hours ahead of the outgoing Cleveland flight to return to Orlando. After returning our rental car, we checked our 2 bags with the clerk who was 'flighty' at best, and 'untrained' at most. She said, "Boarding is at 1:15." I said, "What? The flight LEAVES at 11:45!" She said, "Oh, whatever. So I missed a number." (REALLY!?!?!?)

THEN, we got to the gate to board at 11:15 and the prissy little blonde said, "You can't carry that that satchel on because your ticket doesn't show you're carrying it." WHAAAAT???? Well, it seems the inept, clueless woman who took our checked bags and can't read a clock, ALSO failed to tell us we'd need to pay $60 PER EACH PIECE OF CARRY-ON we had too! Sooooo, we had to go back to the counter, pay for the carry-ons and then return to slide into our seats just before take-off!

As if we weren't already fuming, my seat had not been cleaned and there was CHEWING GUM stuck to the outside of the seatback pocket in front of my knees for the whole 2.5 hour trip!

And don't expect even a free glass of water from these gypsies! You'll pay for a can of soda or a bag of nuts, and THEN you can expect to wait a ridiculous amount of time, while the bumbling, clueless flight attendants grapple with the ONE, SINGULAR credit card device (that sometimes loses connection) that they share between the 2 of them for EACH & EVERY PASSENGER who wants a freaking drink!!!!! (And they don't take cash, which means each passenger must be inconvenienced, again and again, as they repeat this futile process!)

Talk about a BUDGET AIRLINE! We will NEVER, EVER again bother with these penny-pinching, cheapskate gypsies! We can only hope they'll be out of business soon, because they have no idea how to run a business, much less build customer loyalty!

Horrible. The worst airline E V E R!!! While I was on my trip, my father passed away suddenly (I won't even go into the 2 hour delay for the initial flight delay). I needed to change my return flight to attend the funeral and mourning period. After multiple calls, faxing required documentation twice, I never managed to get through to anyone to have the flight changed. Promised action by managers and return calls never happened. I gave up after getting disconnected twice (after having to listen to their spiel for 10 minutes) - and just went ahead and bought my return flight for more than double what I initially paid for the entire flight. Not a fun thing to deal with at any time - let alone when you're reeling from such a circumstance. Their lack of compassion and the fact that I calls were ended with "have a nice day!!!" made me realize their customer service people have no souls and are only following a script of "No". Never again - regardless of how inexpensive the fare may be compared to other airlines. No TSA pre-check, no partnership with other airlines. If they cancel the flight or are delayed - you will get ZERO assistance from them. Do not fly this airline.

I am an Australian and was trying to do Internet booking with Frontier Airlines but it is so HOPELESS and VERY FRUSTRATING

Never AGAIN.... I flew Frontier for the first AND LAST time. Wow, sure wish I would have read these complaints before I had to experience them first hand. I just cannot fathom how this company is still around. I went through practically every one of the issues posted by others starting with ITINERARY CHANGES that caused significant issues with our vacation plans. You know, silly little things like when you have a condo rented with set check-in and check-out times/days. The lovely email announcing the change to our departing flights said to "click here to accept these changes" or CALL CUSTOMER SERVICE. WHAT A JOKE! Anyone reading this is probably familiar with the recordings that say "due to exceptionally high call volume your estimated hold time is 49 minutes/52 minutes/25 minutes". Gee, maybe if you delivered the service that was promised, you wouldn't have all these unhappy customers trying to call. Finally those hold times wear you down and you feel bullied into accepting the itinerary change, even when you don't want to. So instead of leaving for my vacation at 7:00 am we left at 6:30 pm. Yep, lost that whole day of vacation. Once the plane landed the real fun began - we all headed to the baggage claim area to get our luggage, except the bags didn't come out. Other planes unloaded and those people left, yet the group of us waiting in Ft. Myers for our luggage waited, and waited, and waited. There were no employees from this airline anywhere. Nobody could reach anyone on the Frontier customer service line - no surprise there! Finally after an hour and a half the conveyor belt started and our luggage came out. We still don't know what the heck caused that debacle. Seems like this is the common thread - THEY DON'T CARE. There are serious problems with the entire organization. I am not an unreasonable person. I understand that things happen, and sometimes you just have to deal with less than ideal situations. But we have become a society where we expect an explanation of some sort. Even if it's not information we want to hear such as "there's a problem with the.... but we are working on it and we apologize for the delay in getting your luggage to you". SAY SOMETHING. Instead we all left the airport pissed off and wondering why we had to wait 1.5 hours to get our bags!
Complaints can be made using an email form on the Frontier website.
The website uses the same methodology as the phone lines - you get a response saying "We are currently receiving a high volume of emails. We will respond to your email as soon as possible. Thank you for your patience."
But the people hiding behind the email responses do not care either. They simply send out their canned blurbs of B/S and do not seem interested in providing any actual CUSTOMER SERVICE. Bottom line, if you like taking chances and enjoy being frustrated by a company that seems to get some perverse pleasure out of treating people horribly - then go for it. Personally I will never again subject myself to such treatment. There are plenty of other airlines.

I thought my experience was horrible- - but compared to some of the things I have read here I should consider myself lucky!
I flew from Cleveland to Fort Meyers on 4/18. I booked the flight in early December 2014 and it was changed in mid February. There was no reaching customer service to discuss- I tried at least 8 times over 2 weeks and my minimum hold time was 35 minutes. I have yet to speak to an actual Customer Service Rep.
I paid for extra leg room as I am 6'0" tall. I also paid for the person I was traveling with and we were not seated in rows with extra leg room. I also noticed that several people sitting around me also said they paid for the same thing and did not get it.
The Flight attendants on the way down were like Elementary School teachers as no more than 1 person could wait for a restroom and we all had to stand behind Row 4. People unaware of this were reprimanded each time someone walked up front.
We did arrive 30 minutes early- which was a nice surprise but it was short lived when we waited over an hour and a half for our baggage. Four other aircraft landed and unloaded the baggage before we figured out there was 1 baggage handler working (for Frontier) and he was on break from 9:00 p.m.- 10:00 p.m. There was no Frontier employee in the entire airport. We were told by airport security to "contact the police". When we did- they said, "this is between you and Frontier". Several people tired to reach someone via the customer service line in this 1.5 hour time frame- none of them were successful.
During the week we tried several times to call into customer service to share this issue. One time we were given a 20 minute hold time status, after 8 minutes, a recording comes on and says that the wait time is now 40 minutes. After another 10 minutes on hold, a voice recording comes on to say, "our office is currently closed for a meeting, please call at another time...CLICK"...disconnected.
We ended up issuing complaints on the website- but with no real resolution.

Our trip back was even better. We got to the airport at 5:15 but no one was at the Kiosk for Frontier till 6:15 and these were "contract employees"- not Frontier employees. We explained the situation of what we dealt with on the way down and was told there was nothing she could do. The manager was Doris Torres. She could not provide a refund for the leg room we did not get nor could she allow us to exchange that for paying for our baggage. Again, we explained our frustration and was told we could take another airline if we didn't like it.
I admit- I got a little vocal (as in a voice raised) and was quickly told she could (and would) throw me off the plane for insulting her coworkers. I said nothing about her coworkers- it was about her and said to someone in my party. Interesting that she had no authority to escalate us to someone actually willing to help us but she certainly had the authority to get me booted from the aircraft.
At 6:30 we saw our 8:20 flight was delayed to 9:50 p.m. No e-mail was sent to us- we saw it on the departure screen. Later we asked the people at the boarding desk (also contracted workers- not Frontier employees) why there was a delay and they said "a computer problem in Cleveland where the aircraft was coming from".
The flight took off at 10:15 p.m. and we now had to take a $55 cab ride since it was 1:05 a.m. We were lucky to get our bags but this was a direct flight- so it involved little thought.
Bottom line is our condo arrangements ended up being an added expense due to the fact that they altered our initial departure. Our rides to and from the airport both ways were negatively effected by delays at the airport.
I paid $50 for leg room I never saw and I have yet to speak with any Frontier employee because the customer service line is such a joke.

I could get a free flight with this airline and wouldn't even take it as I cannot believe the uncaring attitude and sheer disregard for negative customer experiences.
How this company stays in business is beyond me. If I were the CEO (*David Siegel) I would resign in disgust. What a horrible reputation this company has and will continue to have if it does not take this feedback seriously.

I took the flight of frontier from Chicago to Orlando yesterday and they left my luggage in Chicago, moreover no any workers of frontier near baggage claim can can help me. Besides their customer service sucks with the worst attitude I've ever met. Whatever I won't take frontier again!!!

Customer Service at Frontier doesn't exist.

Calls stay on hold for over 30 minutes on a good day and for over an hour on other days.

The call center is outside the US and you get representatives who bearly speak and understand English.

Never, have I ever dealt with a company with worse customer service!

This airline's prices are cheap, but customer service is almost non existent. Everytime I call, I sit on hold for a long time and then get a representative who can bearly speak English and cannot understand what I am asking.

Also, you get nickled and dimed. A few for a checked bag, a fee for a carryone, a fee for an assigned seat.

To whom it may concern,

This was my first time flying with frontier airline. I was ecstatic that I was able to fly out of Philadelphia into Atlanta at a very reasonable price to be able to see my family more often. The experience I had was unimaginable. I work in customer service and if I ever handled a customer the way your Philadelphia staff did I would be unemployed by now. I left Philadelphia on 3/18/2015. I was traveling with my cousin and my son. We arrived at the airport at 1:30pm for our 4:20pm flight. We were about 10th in line. We stood in line waiting for the agents to arrive back from lunch I presume. They finally strolled in around 2:45pm to begin checking us in. We finally got to the counter where attendants were assisting customers while on their phones. My bag was checked on line however my cousin was checking his at the counter. He attempted to pay for his bag and at that point we were informed they no longer take cash it was debit/credit card only. I asked if that was on the website and how I was supposed to know that information. She then says “It says it right here” She then proceeds to turn a plaque around that was on the counter and tells me Oh it says it right here. Keep in mind that the plaque with the information was facing the attendants so I never saw it until she turned it around. You would think that this kind of information would be on your website so that customers are aware of these changes before they arrive at the airport. I then asked if I can speak to a supervisor because we needed to handle this situation. We had a flight to catch we were already rushed because they were late coming back from lunch to check us in. When I asked to speak to a supervisor a different attendant by the name of Rhonda, that was not helping me turned to another employee and said “I don’t know why she wants to talk to a supervisor he doesn’t make the website he ain’t gonna do nothing” I said excuse me? I asked to speak to a supervisor because this new policy is not stated anywhere and I want to know how he is going to fix this. I told her she was being rude and ignorant. She then sucked her teeth and said “I wasn’t even talking to you” I told her she was talking about me and my situation a loud enough to hear so she was talking to me and the rest of the passengers for that matter. I told her she should not work in customer service that is not how you treat your customers and surely do not talk to them the way she was. She was extremely rude, ignorant, disrespectful and VERY unprofessional. At this point we didn’t want to miss our flight so we were able to call a family member that was able to put it on their card. As we are doing this the attendant Rhonda is still loudly arguing with me in front of at least 40-50 customers that were in line. I had another passenger that was in line behind me approach me and say that she couldn’t believe what just happened and how the attendant treated me. She said that she was sending an email complaint to frontier as well because that was wrong. The attendant Rhonda mentioned that she was not speaking to me but the passenger stated she was at least 75 feet from me and she heard what she said so she may not have been speaking to me but she spoke loud enough for everyone to hear her which was uncalled for.


My second email in a week to complain about the most ridiculous horrendous service I experienced I have had flying your airline in and out of the Philadelphia location was sent on 3/23/2015. On our return from Atlanta, we arrived in Philadelphia to learn that our luggage was boarded to the wrong plane. Our luggage would not arrive until the following day (3/24/2015) First, with my luggage was my 4 year old sons car seat. I live 30 minutes from the airport. I approached the attendant to ask what suggestions she had or what I was supposed to do to get my son home. She replied "take it up with the airline we don't have any car seats Next" and completely ignored me. I said excuse me its 12:30 at night and have no way to get my son home what am I supposed to do she said there's nothing I can do call the airline and continued to ignore me. So at 12:30 am I had to call my father to come from Delaware to pick my son and I up and take us home because we did not have a car seat. Once again, I was left dealing with complete disrespect, ignorance and rudeness from your gate agents. When I was handing in my paperwork for my luggage I was on my phone explaining to my father what happened and telling him our luggage was in Ohio because when we landed the announcement was that our luggage was loaded to the Cleveland plane. She rudely sucked her teeth and said your luggage isn't in Ohio it’s in Atlanta. Not to mention another passenger at the time was asking about her luggage and the gate attendant told the passenger to get out of here get out of my face repeatedly. When the passenger asked for her name the gate attendant said I'm not giving you anything and turned her name badge around. I was at a different angle so I was able to see her name tag. Tamara Hairston. I'm not sure what the protocol is for hiring your staff but your Philadelphia staff was absolutely horrendous. To say they were rude, disrespectful, unprofessional and flat out ignorant would be a complete understatement. I left on 3/18 with an issue and came back 3/23 to having the same issue. At this point nothing about traveling with your airline was the least bit satisfactory or pleasant. When I contacted customer relations on 3/19/15 I was hoping to be compensated for the issues I had. At this point I would like a full refund for the tickets I purchased for my family. As well as the fee I paid for my baggage returning to Philadelphia. Our luggage did not return to Philadelphia with us and because of that reason I had to wait an additional 30 minutes for someone to come from Delaware to pick me and my son up with a car seat. Over all I would give my experience with your airline a -10. IT WAS ABSOLUTELY HORRIBLE and sadly I don't think I will ever fly with you again. And seeing the way the attendants treated more than half of the flight coming and going I'm sure you have lost a lot of other customers as well. It is now 3/25/2015 we still do not have our luggage and it is causing a HUGE inconvenience for us. I have called everyone from PHL airport to ATL airport to Corporate and there is no one available to help me out. This is Ludacris. If I can have a manager, owner or someone who has the authority to compensate me for this call me or contact me that would be great. I need more than just a complaint filed. Thanks and I look forward to hearing from someone soon.

I have 3 vouchers and only one actually has the amount promised from Frontier.I cannot get through on phone lines. HATE THIS COMPANY!!!!!!!

I can't get the credit they own me in spite of repeated efforts to get this done.

I will never fly with this airline again! Customer service sucks! I also would like to know why I wasn't refunded for my flight that was cancelled in Denver, when I was told I would be refunded and still waiting on that.

I would like to write a complaint to your department about a rude associate of yours. I doubt you guys will be professional and reply but I will do it anyways before I take it to the next level. Atleast I'll have proof that I reached out to you. Sunday 3/8/2015 I have been constantly on the phone and on-hold with you guys with the airline change that I needed to make. The associate whose name was Jocelyn and she was from Denver received the call and started the conversation very rudely. I wasn't even yelling at her or said anything to make her mad. She may be having a bad day. Anyways after 1 hour 37 min and 08 second of holding I asked her "why are you giving me so much attitude? I am the one who has been holding for an hour" Her exact reply was "You are with me for 37 min and the kind of attitude you are giving is the one you are getting"- If frontier airlines does not believe me, they can go back and listen to the recording of the conversation I had with her since they record the conversation for "quality purposes". I am disappointed that the airlines brings in such unprofessional and uneducated individuals on board. I will never be flying with them again.

What should i do for loss of my baggage while flying from San Francisco to Denver and to Cincinnati CVG airport on Dec 10 2013? who can help me for loss of my baggage ?

Frontier airlines failed to provide good service and cost 2 days of hell.i would like to speak to Mr. Siegal about how frontier cancelled and delayed our flight.I would like to compensated for my loss of business.Please contact me in regards to this matter.Dr. Richard R Rada