Frontier Airlines Customer Service Complaints - page 3

I have a reservation on Frontier Airlines (booked through travelocity). I have tried on 3 separate occasions to book a seat assignment online with Frontier. Each time I put in my credit card and each time it said that it could not book a seat and that I need to call 800-432-1359. I have called this number over 20 times over the past 3 weeks and every single time a recording says the call volume is too high and to call back later. It then hangs up! I am leaving for a trip in two days and cannot get through to them. I do not understand!

I really would like someone to call me about my flight that was cancelled in Denver.

Quite honestly your service is beyond awful. Never anyone availble to to talk to, your online check in is a joke.This summer my husband was flying out on your service to DIA from Atlanta,no notification that flight was cancelled, lost hotel money had to pay for flight back to FL. Out over $500 and not even a sorry came out from anyone or apology. This time we thought we would try one more time and maybe just a fluke. Got tickets online with seat designation, go to get boarding pass and wants us to choose seats, which we already have and have already upgraded. Cannot get anyone to answer a darn phone and it keeps hanging up on us. At this point do we take our chances again and turn up at airport only to find out the flight is cancelled and out hundreds of dollars again? You tell me.

I flew frontier airlines on the 4th December to SFO and left my phone on the plane. I was told by an agent at the SFO (on my return flight) that the phone had been found but sent off to Denver. Its been more than 30 days and I have not been contacted about my item. Their lost and found procedure is a joke, no number to call just an email form. How hard is it to process a lost and found claim? There should be a computerized inventory of items lost on the plane with a number to call so that aggrieved passengers can call in with a description of their item and instantly be matched (where the item has been turned in). I am very disappointed in Frontier. My first and last time of flying with them and I will not recommend them to any potential passenger.

What are your policies for travelling with pets. I am going one way from indianapolis in to portland or. And need to take my pet. I have had my cat for 14 years and am not leaving her behind.

I am traveling for a job interview on Frontier from Detroit to Orange County...through Denver.
I had to pay $50 to check a bag which easily in the overhead. Customer service was very poor...no help...non caring.
I will not fly Frontier unless forced to.
Why doesn't the airline charge a booking fee which included the profit you need...instead of hurting your value to the customer?
I've flown for 30 years and have never paid to check a bag.

You need to help your attendant at the flight desk He is overloaded and we are unhappy (to be kind). GET Some Help To Rebook flights

I am so pleased with the staff who I spoke with when I left my coat at Midway airport. First, the air help I received from the staff on the plane, then the people I spoke with concerning the lost coat when I reached Denver, then having a call telling me it had been found and would be waiting for pickup at the ticket counter in Chicago. Everyone was so kind and helpful, and I truly appreciate everyone. Thank you! Dolores Woycik

This is the first time I travel with this airline, and this is the worse experience I have ever had. Drove 2 hours and the flight got delayed 10 hours. They changed the time last minute which really messed with my plans. We are with two minors and we were supposed to work tomorrow morning but now we won't be able to because the flight leaves too late. Money for food does not make up for this. We will never recommend this airline. And we expect you guys to not cancel the flight now. We have family waiting for us.

I was very disappointed on my recent trip on Frontier.....We had a connecting flight and on the second leg ..even thou our boarding pass stated carry on...we had to get out of the line when our zone was called and then get in another line to have someone check our baggage size...by then we were late getting so the agent said we could check our bags for $25 each......Then we were told that a cup of soda would be $1.99.....what happened to customer appreciation.


The man setting in the next seat was given an option of paying $50 to carry on or $25 to check his bag at the gate.....


We will need to consider all of the petty items Frontier has added to their "customer service" the next time we book a flight.

Attention-- Frontier Airlines,(Last email sent on 1-3-14)

Still no response from below emails--



Can anyone at Frontier help with this issue???



It has now been 18 days since Frontier(Customer Help) committed to respond to our complaint.



As you indicated below, a high email volume of ,I assume, complaints may delay an immediate reply.



18 days is a very long time to wait for a resolution to the concerns expressed below.



Can I still expect a response or should I elevate this issue to higher levels at Frontier?







Regards,














From: Frontier Airlines [mailto:[email protected]]

Sent: Tuesday, December 17, 2013 2:23 PM

To: Wood, Ken

Subject: EXT: Extermely Poor Customer Service and over charge for carry on luggage




Thank you for contacting Frontier Airlines. Your request has been received.

Discussion Thread

Auto-Response 12/17/2013 03:23 PM

We are currently receiving a high volume of emails. We will respond to your email as soon as possible. Thank you for your patience.

Customer By Web Form (Kenneth Wood) 12/17/2013 03:23 PM

I've never been treated so poorly by 2 ticket and baggage personnel.-- O.C. to Denver was perfect and everyone was very customer friendly. However, Denver to O.C. gate attendents were terrible beyond what is described here. After the size check, the attendent said we had not paid for carry on luggage. I indicated that we were not aware of any charge for carry on and that there was no charge in O.C. In fact, when our bags did not fit in the check space the attendent offered to tag and send at no cost. So when the Denver gate attendent said we should pay for both directions because of the error, I asked to speak with her Supervisor. Dori, the Sup., was very rude and said that the people in O.C. aren't real Frontier employees and she would try to get them fired. Dori was unwilling to provide her last name and charged us $200 for our carry on luggage to return to O.C. or they said we could miss the flight. Shortly after take off, my wife and R.N.(Janice) was asked by flight personnel to provide emergency medical teatment for a passenger. Janice check vital signs and very willingly stayed with this passenger for the reat of the flight until emergency personnel took over upon arrival in O.C. The flight attendents were very helpful and thankful for my wife being the only medical personnel on the flight. I can not say enough good things regarding these flight personnel. As a side note, I am an Operation Manager with Alcoa Aerospace and we build many of the parts that hold planes together. If I missed a procedural change for carry on luggage then I will read more carefully the on-line check-in in the future. However, I am sure that the rudeness that we and others were subjected to at the gate in Denver is not a reputation Frontier wants to have. The $200 charged for our luggage was the final insult and (care less) punishment imposed by Dori, the Denver Gate Supervisor.



I look forward to you repsonse.



Sincerely,

Just flew to Cancun from Denver on this airline. I have flown them before, as recently as two years ago. Last time we got free TV, Free Luggage and a soda. This year they are charging $6.99 for TV, luggage was $25 for first bag and $55 for second, and they charge for sodas. What a rip. Airline is safe and on time, but don't expect anything else even for $900 tickets.

Dear Frontier Corporate Office,
On Thursday Nov. 14,2013, I had a flight booked through Priceline with United from Tulsa, Ok to Las Vegas, Nv. My flt. Left Tulsa to Denver where I was to change plane onto American Iar to LAX, and from there to Las Vegas. There was a problem with the plane I was to leave Denver on, so American Iar rebooked me on a direct flt to Las Vegas on Frontier Airlines.
Upon arrival I was to meet my friend at another gate and was assured by a Frontier employee that I could pick up my luggage at their office downstairs in baggage. Around 6:00 pm my friend and I went to get my bag and the office was closed and I had been told earlier that was no problem just to call upstairs on the courtesy phone an ask someone to come downstairs to open the office and give me my bag. Which is what I did. I was told someone would be down in a few minutes. After 30 minutes I called again and was told the same thing, then later my friend called and was told the same thing, then even later the Security Guard called, several times, until wed been waiting there for about 11/2 hrs, maybe longer, the security guard said he'd called his supervisor who had called Frontiers Operations manager only to be told everyone had left and gone home for the day and wouldn't be back until 10:00 am the next morning. The security officer apologized for us having to wait for so long for nothing, especially since we'd both been up since 0430 that morning and we were totally exhausted. I am 65 and partially disabled, my friend is 66.
The next morning I called Frontier and said I felt they should deliver my bag to my hotel because if what we had gone through the night before, and because it costs $20 cab fare each way to the airport. She said they would not, that she could send it COD and I'd have to pay for it. At that I responded with I wasn't giving Frontier a penny. When we got to the airport there were two other men there, waiting for their luggage and had been through a similar ordeal the night before too. We all said we would NEVER fly Frontier again. The person I met in Las Vegas and he lives in Montana, he is my fiancée and we only get to see each other every couple of months so our time together is very special, we had 2 days and three nights, one day was used up hassling with renting a car to drive to the airport, finding our way there, and getting to the place we needed to be, I have to use a cane or a wheelchair to get around, so the stress level we experience was tremendous. Im still so angry over this whole ordeal and I feel Frontier owes me some type of compensation, for the hassle, the distress, expense and time lost with my loved one. Your employees were rude and indifferent. I've never experienced such poor service in my life. I am also contqcting United, and American Airlines and Priceline, even though they had nothing to do with it, I want them to know how you treat your customers.
P Fanning

For sure a mickey mouse airline. Late flights, Cancelled flights. No restitution for costs. DO NOT TRUST ANYTHING AN FRONTIER AGENT PROMISES!
My advice, do not fly this airline

Flew from Orange County to denver 0ne carry on bag no problem.On my way back from denver to Orange County with same carry on bag I was asked to check it with their luggage rack it fit with no problem then they said they needed to check our origional booking said that it did not allow carry ons. I was then told i needed to pay 100.00 for a carry on, I will never fly with this airline again.

These practices may not last There is no reason to take advantage of the little man
My family of 4 were enroute Disney Florida for Xmas from DFW
We boarded Frontier to Denver after a 2 hour delay and got stuck in Denver after we missed our connection The weather was bad bad so many flights were cancelled
After 8 hours wait at the airport Frontier gave us some vouchers and some hotel night stop in the freezing cold
The following morning they claimed our next connection to Orange County would be 3 days later AFTER MY DISNEY VACATION WOULD BE OVER a costly vacation we had saved for a year So I bought another airline Ickes for all 4 of us and arrived Disney with just one day holiday left But we had travel insurance with Chartis so in the least we would be reimbursed or so I thought
Frontier apparently deceitfully complicity and unbelievable claimed to Chartis or as Chartis reported to us that the delay was due to "flight staff scheduling delays" whatever that meant and not obviously the evidently bad weather that caused cancellations
Why? Is it necessary to muscle the little man
I cannot fight Chartis who clam to be from Singapore I cannot fight Disney I cannot fight Frontier as well
I leave it to God

I have been trying to get a hold of someone to help me to change my ticket one way. Denver is my home base and there has been a snow storm today. I have been on the phone all day. Today is Feb 24. My number is

If you have to call them, for any reason, expect a 2 hour wait just to get through! Pathetic service. No other option available.

Amazingly rude flight attendent IND to DEN, apx 3pm depart on Mon Oct 29 th..Asked the employee "Can you pitch this for me" An empty cup, I am sitting in first row on aisle and employe has trash can 3 inches behind her, Her answer was, (get THIS) ..."I am serving drinks to other customers now and CANT touch YOUR TRASH NOW, I will get to YOUR TRASH..>when I am done with EVERYONE, before I TOUCH YOUR TRASH.. She was bending over with her face two inches from my ear. OOPS, she is loosing it I thought. Later the apx 40 year old with dark hair told me to stay on plane in DEN, when I needed to get off and reboard for SEA.. Giving up my Frontier credit card and frequnt frier status, NOT WORTH flying Frontier

ON A RECENT TRIP TO PORTLAND OREGON OUR FLIGHT WAS DELAYED 12 HOURS. THE PLANE HAD MECHANICAL DIFFICULTY IN DENVER ARRIVED IN NASHVILLE AND HAD THE SAME PROBLEM. WAS IT NEVER FIXED ? UPON ARRIVING IN PORTLAND I DISCOVERED ALL OF MY CLOTHES WERE WET IN MY LUGGAGE AND MY FRIENDS NEW LUGGAGE WAS COVERED IN OIL.

WHEN LEAVIN DENVER 10 DAYS LATER WE HAD A MOST UNPLEASANT ENCOUNTER WITH "PAMELA" SHE APPARENTLY RUNS FRONTIER OR THINKS SHE DOES.

NOT A PLEASANT EXPERIENCE.

Sunday afternoon with Frontier Airlines at COS airport.

Get there a little before 3 – check-in & drop off luggage. Now the fun begins….
- We’re told the plane is late & what was to be 4:39 departure will now be 5:30. OK – I will still make connection.
- Went thru security check –
- While sitting & waiting for 5:30, at 4:20 frontier announces that they have a problem. The plane, which just came in (flight 1055), that we were suppose to take out (flight 1057), has a mechanical problem. They made everyone get off that plane, told them they would rebook them on other flights to get them to their destinations. And they said flight 1057 (mine) was cancelled altogether – but don’t worry – we are getting a bus to drive you to DIA so you can get your connections. We were told to go out front, don’t worry about your bags we will move them to the bus. At this point I actually thought about driving to DIA myself – but Frontier said they had it handled & I was suppose to be coming back to COS. So hung in there.
- Now they don’t tell us where out front – upstairs or downstairs? So after half of us go downstairs – to ground transportation (make sense?) – someone hollers out to us that we need to be upstairs where they ticket.
- So we go upstairs. And wait, and wait, and wait, and a couple go up to the ticket counter(which has 4 agents & 2 long lines) after 30+ mins & asks about the bus.
- Next we hear it will be here but now told we have to go downstairs to carousel 3 & get our bags ourselves. They aren’t taking care of this after all.
- So we all go downstairs – get our bags – off of carousel 2 – nothing happening on 3, and go back upstairs to wait for said bus.
- Now it’s like 5:25 & still no bus (and I’m thinking about how long it takes a bus to get to DIA). Another announcement comes in from Frontier agents – They are going to bus the 1055 people to Denver & there is a plane coming in at 5:25(now) up at agate A7 for the 1057 people. It will leave at 6 – get there at 6:41. enough time to catch my connection. Others who have missed theirs, are rebooking flights.
- So we are told to leave bags with TSA guys – don’t worry about the flight tags on them, they will get on the plane to Denver & we head to A7. Mind you having to go thru the TSA security check AGAIN.
- Go to A7 – it’s empty – but people from both flights in line at A5. (Don’t ask me why, as the 1055 people were told there was a bus for them. Stood there for 45 mins. As the agent is re-booking everyone in the line, & know there is a problem as there is no plane – anywhere.
- Overhear the agent tell the baggage gal (who was helping as an agent as they don’t have enough people) that the bus that was suppose to be there for 1055 was sent to DIA my mistake. Hark, another snafu. And now just book the 1055 people on other flights and get them hotel vouchers for COS. They’re not going anywhere tonight.
- Next Frontier announcement – the plane that was suppose to be here for 1057 people isn’t (so we noticed) – and it will now get here at 7 & into DIA at 7:40. Anyone who has connecting flights – (is screwed) needs to get in line to get new connecting flights.
- For me the next flight to St Louis(out of DIA or COS) by any airline, was not until tomorrow afternoon & I would get into St. Louis at 7:30 Mon. night, after staying in some hotel tonight in Denver – if I took the Denver plane up.
- My thought – that is ridiculous – and I’d miss half the on-boarding. I live in the Springs. I made an “executive decision” & told her to forget it and this was all a pre-arranged for business trip. I’d contact the travel gal tomorrow. I got a receipt & they claim they notated in their system that this was totally the fault of Frontier & refunded everything. Agent says we’ll pull your bag & go down to carousel 2 & pick it up.
- Down at the carousel – no bag. Watched another flight come in. No bag. Went back upstairs as there are no Frontier personnel down there – asked the TSA guy if he seen my bag. He said nope & told me to stand in line again to talk to a ticket agent to get it.
- After standing for another 10 mins (they are really slow – hardly anyone there) I decided to go back downstairs & look again. Found nothing. But others came in on carousel 1. No bag.
- Went back upstairs – where the TSA agent tells me a Frontier Supervisor was just there looking for me about my bag.
- I stayed put – TSA guy went looking for the Frontier guy (he said it was refreshing that someone was disgusted with the airline for a change & not them ;) ). And I got to sit down. My knees & feet are killing me after all the walking around & standing in lines for now 4 hrs. (remember, I got there before 3).
- Frontier Supervisor guy shows up – says there is no bag found. I said well I’m just going by what the agent at the gate told me. Find my bag. Gave him a description of it & I was just going to wait or they could deliver it when they found it.
- 10 mins later. He comes back – says my bag (& anothers who cancelled) got put on the Denver plane anyway – BUT… that plane hasn’t left yet, for some unknown reason there is a problem (it’s now like 7:15) so he and another went to the plane & pulled our bags & brought them upstairs. I got out of the airport a little before 8 PM. I wonder if the people on that ‘Denver’ plane ever got out of the airport?

Don’t ever fly Frontier. Worst customer service I’ve ever experienced. No one knew what was going on. Story changed every hour.

The return flights from Denver to Sioux Falls, SD suck to be polite. Was delighted to see another airline come into Sioux Falls to fly to Denver....I realize we are not the metropolis that Minneapolis or Omaha is but come on folks. My first return flight from Denver to Sioux Falls was 8 hours late...luckily the 2nd return flight from Denver to Sioux Falls was just a little over 2 hours late...no explanations..would take another airline but our options are limited to say the least...

I will never fly with them again... My flight was supposed to leave from Sea-Tac at 6:15 am on a saturday morning, boy was I in for a long day. First we sat on the plane at the gate for an hour. We were then told to de-plane due to a mechanical problem and that We would be back on board in no time at all. 45 minutes after exiting the plane we were then told we would have a 3 hour delay. That's when I hoped in line knowing that if I didn't do something soon that I would never make it to my final destination of NYC. The 3 hour marker was of when we were supposed to take off vastly approaching and it was obvious we weren't going anywhere anytime soon. Sure enough I was right, we were then told that our flight would be delayed 8 hours... Yes, I meant to type 8 hours. At this point I wasn't sure what to think. I had been in line for almost 4 hours along with roughly 80+ people watching one person being helped every 30-45 minutes. Did I mention that they only had one person at the desk assisting us. At this point I was making phone call number 2 to Frontier's customer service, my first attempt the rep told me next to nothing and that she couldn't really do anything for me because technically the status of my flight was in route but that clearly wasn't the case. This second call felt a little more promising... While the rep said that I would probably arrive 4-5 hours later than expected I was assured that I would make it to NYC that day or into the wee hours of sunday. While waiting in line I called an additional 2 times to which I was given the same "We'll get you there today, just later than expected." 5:45 rolls around and I finally make it to the ticket counter right as I get up there they announce that the flight will finally be departing. They ask everyone to come to the ticket counter to confirm they have the correct boarding pass and then we'd be on our way. The employee looks at my ticket and says that indeed your flight will be departing but I cannot get on the plane, I won't be making it to NYC until the following evening. I was furious at this point but I know that the woman at the ticket counter couldn't do much and had already been yelled at by 85% of the people that she had been helping. I calmly asked her what they could do for me and that I needed to be on a plane first thing in the morning. She made it happen and they offered me a $200 voucher for another flight and I left the following morning and finally made it to NYC. I followed up with customer service and they essentially told me to take a hike and that this kind of stuff happens. In order to try and please me they offered to add an additional $50 to my $200 voucher but I highly doubt that will be used because I will never fly with them again. The entire time I was on the phone with the rep she tried to get into a lengthy conversation about company policy and the things they "comped" for me in order for me to get to and from point A and B. I wasn't buying it and to be honest, at this point, I had zero hopes of them making things right. Regardless of the cost of future flights, I will never fly frontier ever again. This whole mess was handled so poorly, no wonder they were rated the 3rd worst airline in 2011.

My family had made reservations and paid for our flights at a very reasonable rate. We had a death in the family just before we were to go and had to cancel our flight. After our family issues were resolved and done we then began the rebooking procedure, but to our dismay the price per person has more than tripled in price. My question is how in the world can an airline do that to people who have just gone through a traumatic experience. What type of people are running this corporation. I certainly hope that they do not have to go through this type of situation. We booked our flights at the outrageous price because we want to see our son/husband/father graduate the police academy, and we will probably never frequent this airline again and will let our friends, business associates and anyone else who will listen what kinda airline corporation Frontier is.

my family and I are EXTREMELY disappointed with your customer service and lack of consideration when trying to maintain your policies on emergency situations! My mother was hospitalized the morning of her flight where she was admitted and stayed for two days. Ever since then your customer service department has been giving her the complete run around in getting her flight changed and service fees waived, according to your changing policies. Your representatives and department supervisor has been incredibly inconsiderate and have made it virtually impossible to get her ticket changed according to your stated policies. All paperwork and documentation has been faxed in several times, from the hospital directly, and that is still not good enough! This is shameful and ridiculous for someone who is sick and just trying to get back home! Our family will no long be patrons of your airline, of which we generally fly on several times throughout the year. So DISAPPOINTED with this company now!