Frontier Airlines
Reviews and Complaints

This has been the single worst travel experience of my life. On Monday December 23rd my flight was scheduled from San Diego to Tampa Bay. It was flight 550 to Denver and 290 to Tampa. Needless to say neither got there. After our plane was delayed 2 hours we were able to board. After boarding we sat on the plane for 2 hours before returning to the gate with plane issues. I was asked to get off the plane. This was at 1:00am in the morning. I had to get my luggage from baggage claim and wait at ticketing for a resolution. There wasn't one. The next available flight was on Thursday the 26th in the evening. But of course now there will be an 8 hour layover in Denver and I won't be arriving in Tampa until the following afternoon. Your staff was under trained and ill prepared for this situation. Now I have lost this Christmas with my kids and family. Absolutely the most horrible experience of my traveling life... This is inexcusable...

Frontier Airlines seems to try to present themselves as a budget airline, but charge astronomical fees. I have consistently seen very rude employees in personal experiences with Frontier Airlines. They entice you with low fares, but I have seen them raise their prices before I can complete a booking. I have also seen error messages on their website when trying to book their "low" costs. When I go back to try again; the error has mysteriously vanished and the prices have gone up significantly. I have had numerous conversations with their customer service agents on the phone, and they are extremely rude and have even hung up on me. My family and I have been mistreated and humiliated at the boarding gate as well as observing the poor treatment of other Frontier Airline customers.

We were at the airport ready to return home, when two hours before the flight we noticed a cancellation on the departing flights screen. Went to the counter to find out that there were no other options to fly with Frontier. Went to a hotel and then began our search for another flight home. That was June 26, 2019. Today is August 10, 2019 and still have not received the refund for hotel, food and new flight. And prior to filing the paper work we were given totally different instructions to file the paper work, actually 3 different ways to process. I have called about the refund and I keep hearing that the process can take 5-6 weeks. I need to have this resolved. We were flying from Ft. Myers Florida to Cleveland OH.

I just missed my plane yesterday (and so did several others) from Chicago to Harlingen, TX. This was caused simply because a flight attendant was late. We were all ready to board when the announcement came that the captain has decided to delay because they were missing a flight attendant. Our flight was moved from 6:25 am to 8:10 am. Hence with more than 1.5 hours to spare, I decided to check in at the France Airline VIP Lounge while actively monitoring the Flight Status monitors. At the VIP Lounge, the concierge even offered to remind me if there's any change on the monitor for that flight. However I chose to sit in front of the monitor while doing some light work. At 7:25 am I decided to walk back to my gate since the 8:10 am delayed status remained unchanged. Got to the gate at 7:30 am, upon checking with the gate attendant she pointed my plane that I was supposed to board was pulling off the gate. I literally missed it by 2 minutes. Her explanation was several announcements was made of the change in earlier departure instead of the 8:10 am. None of the monitors reflected the earlier change of time, including the monitor by the gate! What's the point of those monitors status? Announcement cannot be heard everywhere but monitors are available everywhere! What about those with hearing disability? Terrible communications method. Even signed up for text notifications. The earlier delayed came across the text notification. Nothing appeared on this second change of departure time. With all these digital offerings, gate personal are just so behind in using it. Get your staff and culture to catch up to technology so that your customer service can be improved Frontier!

Ref: PVD900144825, incident: [protected]
1) Prior to departure my wife had a medical issue and rather than the crew help we were removed from the flight.
2) Our luggage remained was on the flight (below deck) and continued on to Providence.
3) Alternate transportation was arranged and my wife arrived in Providence.
4) We discovered that her pills were disturbed. Meaning pills were missing. In addition, a silver watch is missing.
5) As for the medication, I had to do a quick script and have the medication over-knighted to ensure my wife did not have any additional medical issues.
6) The pharmacist said to file a complaint and we should be reimbursed for this incident, not to mention the missing watch.

We had been told that if you make changes the Airport desk is always able to help you easier than the people over the phone. We found out my daughter's graduation with her Masters was actually the next day after our flight (GCU has multiple graduations all week)and we would miss it so we drove 40 minutes to the airport Wednesday to try to change the tickets. My daughter who would be graduated and I waited for 1.5 hours in a long line. Even though we were only about 7 people from the front and there before the 2-hour requirement of the next flight and before the counter opened, I was told I had to WAIT until they had helped everyone on the entire flight before they would help me. I asked again after an hour and I was still denied help. I also called on the phone and the computer asked if I would agree to a change fee for help over the phone. I agreed, but had no idea what the fees would be, so this is not a fair way to do business. You are agreeing to an open-ended number when you say "yes." When it seemed like they weren't going to help me over the phone unless I paid a lot more money for new flights (I had bought insurance too) I figured I had already been waiting an hour in the airport so I might as well continue waiting based on being told that the airport desks help you more. Finally, after everyone had been helped a clerk started to help me. She proceeded to pull up my confirmation number on my younger daughter's one-way ticket and switched the flight to Saturday morning. Then she pulled up my confirmation number with 3 people traveling and said she switched it, the other co-worker had her come to his machine and help with something he had been doing for a gentleman. He tried to finish up our confirmation and then she came back. She was asking him questions about why it didn't have any fees showing up and neither knew why...they both seem confused but didn't question it. They told me that the confirmations I had would still be good and to use them for checking in. I asked for a printed confirmation because I was very skeptical. I was told they couldn't print anything and couldn't print boarding passes until 24 hours before. The woman and man both said it was fine and I didn't need one and then PROCEEDED TO TURN THEIR SCREENS AROUND TO SHOW ME THAT WE WERE ON THOSE FLIGHTS.

While I was sitting and waiting for the graduation to start I checked my email and saw that I only had one confirmation for Check-In and that was for my younger daughter. I immediately panicked and called Frontier and talked with someone on the phone who said they couldn't help me and that I needed to go into the airport to get help because the 3 tickets showed up as "no shows" and they couldn't do anything for me. So after the graduation, we drove to the airport again and I waited in line again for help from the Frontier clerk and we actually got the same man who was helping us on Wednesday night to change the flights. He proceeded to say he couldn't do anything to help us even though we reminded him of what he had said that everything had been changed and we would use our same confirmation numbers. We then asked for a Supervisor, she came over and said its because we hadn't paid a change fee. Well on Wednesday when we were there both clerks were puzzled about the fees not coming up. Either they did not know how to change them or they didn't finish processing the second confirmation in the computer and that is why it didn't stay changed. Because we had seen it with our own eyes on the computer screen. The clerk should have owned up to the problem and what had transpired. Instead, he just wanted to act like we were lying. If they review cameras at the airport at that time on Wednesday afternoon they would see the whole 1.5-hour wait for us to get help and also the clerks changing the reservations. Instead, this problem ended up costing me for 3 new tickets to the cost of $1, 190.00. Which is not my fault. The Supervisor at the airport was not helpful at all.

Also, to make all matters in this craziness worse, my daughter, the one traveling home with us on the first confirmation also ended up with fever, chills, sore throat and nausea. She ended up using over the counter medicines due to the fact we were preparing for her sister's graduation and traveling for her grandma's 80th birthday celebration. It was extremely hectic, trying to drive to the airport for help twice (once on Wednesday and once after the graduation when the person on the phone said they couldn't help me and that I would need to go back to the airport since they originally helped me) this involved once again another drive across town in traffic and a wait in line. We were trying to get some help at the airport and never truly got the help we deserved. We ended up having to wait until Monday for Frontier to get us 4 tickets on a flight together and had to take 3 flights to get to Raleigh, North Carolina. We couldn't have split the tickets with the one leaving on Saturday and the others getting in on Monday, due to we all needed to drive back to Virginia where we live and work together.

I have went on your compliant site in regards to a return fligt from denver to rsw airport - red eye. The flight attendants were loud and continue to speak poorly about fronties. Saying they couldn't wait till delta bought them. Talked about pilots and their behavor. Contiuned to speak about thier interviews, training, and the lack of concern for being at work for 2 hours! kept the lights on, it was so disrespectful for us customers.
Finally the front attendant came back to the back of the plane and whispered something, they stopped.
The service was horrible, one was inappropriatly rude! i want my money back. So this is my second complaint i will be riding the frontier president then the airline board

I was on a RETURNING FLIGHT from Fort Lauderdale to Trenton (Flight 810) on May 29, 2019. My flight departed on time but once we landed we were unable to get off the plane due to bad weather. We sat on the plane for 3 hours! This delay was very costly and inconvenient. I missed a very important event and paid extra for parking. I would like to continue to fly Frontier on my furture visits to Flordia and would like to be compensated for the inconvenience.
My conformation number is, S69YYV. Thank you in advance to looking into this.

Mariann Sadlak
[protected]@yahoo.com

I am so upset as I am writing this email, I know I am not going to get all the details. In short, Fronteir airlines delayed our flight for almost 4 hours, each hour telling us it was an hour later. When I was finally cancelled, I NEVER got an email indicating cancellation. I took the shuttle to the other terminal 15 minutes away, and found out from another angry passenger when I got there. They did NOT rebook our flight. they did NOT give us a voucher to buy a new one. All other flights were booked, and those of us planning to fly out that night were stranded. They did NOT give us any travel vouchers- we had to pay for transportation, ubers, our parking for that day, hotels, a nd a new flight. Since there were no flights out the next morning or daytime, we rerouted and changed cities. We drove 3 hours to another airport. We paid for a hotel. We will need to change our flight to a different city home and will get penalized because it was a 3rd party purchase with a mutil-leg ticket and the other airline won't honor the situation you put us in. I am so living with the poor treatment of us. I have already spent hundreds of dollars rebooking hotels, losing hotels, driving to other cities, spending another night in a local hotel, cancelling my rental car and rebooking at a much higher rate and ow having to change our ticket. Frontier associates had absolutely no answer for us. I am strapped and on a budget (I am a grad student) and this is very bad for my situation. I feel even worse for the people who could not afford a hotel and new ticket--- where do you think they spent the night? I am hoping for a prompt and appropriate resolution of this problem. Is fronteir shutting down? it is the only explanation of the completely disrespectful behavior of this airline, who already has a terrible reputation and now will have more affirmation on that. And, I have never written a letter like this to a company in my life.

Sushila Patel's return flight from Wichita to Sandiego - Re: N8PCTM
Flight 187 from ICT to DEN in 5/2/19 was delayed by about 30 min to go to Denver.
Sushila Patel had specifically requested wheel chair assistance due to her disability however, however no wheelchair assistance was availabke or given at Denver Airport so she had to struggle to the flight 553 with her bad knees and sore back.

On November 13th, while on a return flight from Cancun to Philadelphia, and traveling with 56 elderly passengers, among a total of 225 passengers, that included passengers with children, the flight was first reported to be delayed 2 hours. After an hour waiting, all passengers were informed that the flight was delayed for an additional 2 hours, then again after another hour, we were informed that the plane had arrived, however due to an unexpected mishap that has supposedly occurred to an arriving passenger, the flight was going to be delayed again. At this point our gate was changed and we had to go to the lower level where the new gate was assigned. After waiting for an hour and a half, and not getting any updates from the frontier employees, a female Frontier gate attendant announced " Flight 101 has now been cancelled, your are on your own." That specific announcement was mentally difficult to digest. it was after waiting to board for more than 5 hours, a shocking way to be told That was the only information given. After 45 minutes of total confusion about what do next and not getting any help or answers from the frontier employees. All passengers had to negotiate their own lodging plans. The 56 elderly passengers, I was traveling with, were attached to apple vacations. After our tour representative frantically made contact with apple and frontier we were given overnight lodging accommodations; that is after we had to go back through customs to retrieve our bags which took over an hour and then spend 2 hours in a line trying, to find the right bus to take us to the hotel.
I am sure that most of the passengers understood that the possibility of flight is always on the horizon, delays occur and that flights, sometimes have to be cancelled for one reason or another and you have to live with it. However that is not my complaint. My complaint is the matter in which the female frontier gate attendant choose to relay such an insensitive, unprofessional, condescending, and downright slap in the face announcement. It was a nightmare of a day and night. Oh by the way, after returning back the next morning to the Cancun airport and having to go through the entire check in process and getting new boarding passes, we arrived at the gate 2 hours before our scheduled flight.After waiting an hour, we all were told that the original flight was cancelled and we were going to board another flight; however we all needed to get yet another boarding pass for that flight. The entire experience sounds like it would make for a National Lampoon Griswold scene, but the reality is that it was truly a nightmare for all of the passengers. Frontier airlines should investigate this incident, learn that this actually happened fire that employee, and provide all of the passengers at least a monetary compensation to all of the passengers, who experienced this nightmare.

When I booked my flight I let them know I'm disable can't walk but a short distance needed a wheel chair. And that I was on crutches . When I gets on the plane flight attendants n other customers was surprised and myself where I was seated 28D on the tail when I got to my seat the pain was unbearable and I guess the expression on my face I was asked several times was I okay. Nov.14, 2018 going to Atlanta I over looked that horrible experience again seated me 11C but second time treated in considerate again this is too much for me to handle then as it's time to get off I has to struggle going down the narrow isle trying not to fall on people or hit the floor. I'm permanately disable. How do a person of my disabilities get treated like this not once but twice not at the moment I'm in great discomfort from my neck down. Shaking constantly .Booking my round trip flight was a night mare also. I should have knew it after all I went through to get it. Finally after eight different t calls n agents had info wrong insisted that I booked a $88.00 flight when I booked a $56.65 she insisted that I did she over talked me until I started over talking her by reading my prices confirmation for the $56.65 I explained to her it was just two left when. I booked the $56.65 . After all that she discouraged me n I was so frustrated I forgot to purchase insurance for my flight
Justfly agents see and it was a supervisor who gave me the hard time over talking me n she waved the $88.88 to $56.65 she was rude n mean with a nasty attitude ! This is unacceptable and I will be sharing to social media. Justfly is not for the DISABLE!
Thank you for reading my complaint thinking hard real hard bout using justfly or frontier airlines AGAIN 💯

There 4 of us flying to Chicago today 8/13/2018 from San Jose airport with 3.5 hrs lay over in Denver.The reason why they cancel our flight is due to the weather in Denver, before leaving San Jose airport I did call Denver airport to find out the weather over I was told by one of the lady personnel who answer my call weather is sunny with 80 degrees.I think frontier airlines is blaming on the weather even there is really nothing going on so they can get away of their responsibilities towards us customers who were in this fight.Our flight is scheduled at 12:45 pm today it was delayed til 4:304pm.So we went to the airport as early as 2pm and find out it was cancel with no advance notification. I went home and start calling their customer service which is base in the Philippines to find out what's gonna happen to my hotel reservations and flight back from Chicago thru United Airlines.I was told the only charges I will be compensated is the flight going, thru them and the rest they can't.And also they are offering me fight to Chicago not until 17 th of this month which I can't coz I just requested some days off from work to visit my college friends and take my son to see Chicago but it was all wasted coz of these airlines cause.And now they are not very helpful to resolve my concerns with a little offers.So I am writing to you to please help me to fight for my rights as a customer and to get what I deserve.Tried very hard to settle this issues along with their representative but this people showed no empathy no considerations and no knowledge at all to answer my concerns, all this female call center rep sai" no compensation, "no compensation".Last but not the least I was asking her if I can get a phone number here in the US so I can talk to live person that is base here but she refuse to give.I am very much hoping you can help me.Thank you...

My name is Curtis Houlder my 2 kids and wife flew from Atlanta to Cincinnati #1179 with a connecting flight in Cincinnati to San Diego #1185 for basketball exposure camp and mini vacation for my family. Upon arriving to San Diego our luggage never was recieved and I was told in front of my son that in was left over in CVG. Also after speaking to the manager Fred and travel agent Natasha I was told after they spoke to the Cinncy department due to Atlanta dropping the ball that my luggage was going to be fed ex overnight to my hotel. I filed a claim with Natasha who was a big help and she took all my info but later that afternoon I was told by another worker and the manager for whatever reason they didn't make it in time to fed ex my luggage to me next day and they put it on a flight for me to receive my bags no later than Saturday morning on the 9am flight. For 2 days I had to buy clothes for me and my family so my son can participate in the camp and for to try to enjoy the trip, just to find out that my luggage will not be here on saturday and that they are trying to trace and find my location on my bags, by the weekend supervisor and Natasha who was working that day. I received and call back that same day and was told that if and when they find my luggage that it will be sent back to Atlanta to my address. now being frustrated trying to keep level headed because I was lied too. I was also told thursday by an employer this was my fed ex number CVGF900113217 when this was my actual claim number they submitted. I spent my bill money to pay for unnecessary items and clothes for my kids to be able to go to school first thing monday. I am truly upset that Sunday morning I received a phone call from the airline that my luggage came because now I had to spend more money and I had to throw away personal items to have my bag weight 40pds to reach weight on the airline I was leaving on that day, I had to return my rental in late because I had to pick up my luggage and wait for a worker name crystal so I can recieve my property. I was relieved to final receive my stuff but my trip was more shopping and surviving each day instead of me enjoying my family time and my son focusing on his basketball event. Then I had to pay a luggage fee for something I didn't get to use the whole trip. I will like someone from frontier to help me with this situation. either via email [protected]@gmail.com.

I booked a roundtrip from Colorado Springs, CO. to Minneapolis, Minnesota. My reservation number was [protected]. On the return flight I arrived at Frontier only to be told that a ticket agent would be available 2-hours before the flight only. There was a line and people were waiting 4-hours before the flight. After I let it be known that I was 70-years old with a weak heart, the other passengers who were waiting told me that I could go sit down and they would come and get me when the counter opened. I had a 21-inch bag and a purse. I made sure that my bag fit into the recepticle that determined if you could carry your bag on board, and it fit. The ticket agent insisted that I could not carry my bag on so she put it on the conveyor belt for the cargo hole. After I collected my bag and got a wheelchair I was transported to my car. I was so tired that I left my bag in the car when I arrived home at 7:15 p.m. on the 29th of July, 2018. When I retrieved my bag from the car on July 30, 2018 and saw the damage I called Frontier and lodged a complaint immediately. They informed me that I was two hour over meeting the 12-hour notification clause for reporting damage to your property. As a result they refused to pay for the damage to my Bag. The experience with Frontier Airlines was the worst experience I have had since I have been traveling. I wonder why Priceline continues to book passengers on Frontier Airlines knowing what a sub-standard airline they are. They are too cheap to even be concerned with the comfort and consideration of their passengers. They even charge for the snacks on the plane...nothing is free! This is my last time booking with Frontier or Priceline! Priceline should know better! Or care more.

My name is James Tillman and my family and I came in on flight 1623 today from Dulles airport on 06/17/2018 we got into Orland airport about 8:30ish we were told to pick up bags at 9a I waited literally 35mins and still no bag. I went to the baggage personnel and spoke with a Cindy and tisha requesting my bag. they stated to me it never left Dulles and that they contacted frontier in Dulles and when they locate my bag they will contact me. That was at 10:30am still on the 17th, the bag contained everything for my family from clothes, under garments, iPad, etc...Pretty much everything we needed for this trip. Cindy stated to me that my bags will be here in Orlando on Tuesday 19th and my trip back home is on that Wednesday the 20th which means I will be the whole weekend without anything. She stated to me to purchase what I need and I will be reimbursed. I have to purchase almost everything over not only for me but for me, wife, and daughter that is beyond the money I was trying I spend. You tell me how can you enjoy a trip when you literally have to purchase each and everything that we do here...This trip for my 6 year old daughter has been completely ruined and I am holding FRONTIER AIRLINES responsibile. We got to the hotel at 11:30am on the 17th the room was not ready so I had time to waste to contact frontier...I have been calling Frontier airlines on all the numbers I was given and no one answered the phone and I am still calling on top of writing this at it is now 4:21 pm on the 17th and I still don't have no answer to where my bag is or did they find it or whatever...I just want my family bag that's all and the one person I did get said that he is a volunteer and that he can't help me...I am frustrated, upset, angry and on top of everything this is my first time dealing with your airline and it will be my last...if you can't seem to help me please point me in the direction to get some results...I will be talking this out with my lawyer and the media...this is just flat outrageous...My daughter graduation trip is ruined unnecessary money is being spent we have no clothes no nothing...All I know is someone needs to contact me ASAP about this matter and find my bag...

Signed and anger customer

I purchased two tickets, one for my husband and the other for my daughter, one-way from Atlanta, GA to Austin, TX, on April 28, 2018; Confirmation # M3BZNL. They arrived at Hartsfield -Jackson, 2.5 hours ahead of their flight departure. They were not checking any bags. There were unable to check-in online, and the Kiosks were down, therefore, they stood on line, and by the time they got through TSA, in which went fairly quickly, they had missed the flight. When advised of the inconvenience of the online and Kiosk systems, my husband was then told, you can catch the next flight the next morning but there will be a $99.00 charge for each of you. When I tried to call the 800 number, a gentleman answered and when I advise of what happened, he said I don't handle that and put me on hold, and all of a sudden I was in an automated system. I have never attempted to use Frontier, but thought it would be great, being my family will be taking numerous trips to Austin, approximately every month. Although the total cost of my tickets was about $127.40, now I need to purchase another round-trip ticket and I was never compensated for something that was not mine and my family's fault, customer service was very poor, and I feel like I was taken advantage of as though it was a scam. I need to purchase a ticket by the 16th, and not sure I should take a change with Frontier.

I called TravelerHelpDesk to buy round trip tickets to Las Vegas the total cost was 312.40 U. S Dollars for my wife and I, after 60 days when I received the statement from my credit card I noticed that I was charged 252.80 US Dollars two times I called TravelerHelpDesk and I spoke to Gracie and she said that send me a copy of the charges she will help to straight this problem up, to this day nothing has happened I sent her a letter with copy of the charges, please help to correct this matter. Thank you very much, Jaime Rodriguez

I should have read all of the stories before booking the tickets. I wish I knew how bad this company was!
Flight attendants were late for the flight and it was delayed for over 3 hours. Everyone was waiting for them to find replacements. This is so wild and unprofessional. I don't want to go through the same again. I hope those attendants were fired.