SALT LAKE CITY, ARKANSAS -- I planned to visit my boyfriend in Salt Lake City a month ahead of time and bought my ticket from Frontier Airlines, if I had known at the time all the trouble I would have to go through I would have went with another airline. The first problem I had was on the way out to Salt Lake City, it was a delay of 3 hours in the Denver airport. This was an inconvenience, however not the end of the world.
The night before my flight back to Little Rock I received an email that said my flight was cancelled and it only gave me two options, to either get a refund on the unused part of my ticket plus travel miles with Frontier (obviously I don't want to fly with Frontier ever again) or to get a refund of up to $400 if I bought a ticket with another airline plus more travel miles with Frontier.
The original round-trip ticket was only $375 and I would have only gotten half of that back. So in more simple terms I was being screwed out of money since their company policy is not to pay you back in full the cost of the new ticket. The night before my flight there is no way I could have found a ticket with another airline cheaper than $400. I ended up paying $600 for my one-way ticket back home since it was so last minute. I would think with any respectable airline there would have been another option (or a full refund for the new ticket in previous options would have sufficed), to offer another flight free of charge.
Frontier Airlines clearly doesn't strive to serve customers to the customer's satisfaction. They left me stranded in a city hours from my home without even the option of giving me a full refund on the new ticket I had to buy because they cancelled my flight the night before. The money Frontier Airlines cost me was hard-earned money supposed to go towards my college tuition or books. It is very disappointing that Frontier doesn't take care of its customers and works with them.
FORT WAYNE, INDIANA -- I needed to get internet and thought Frontier would be the best choice. I called in and said, "Hey I want this $40 dollar internet, just the internet, nothing else." Almost every single sentence out of the guy's mouth was a promotion which actually gave me $5 off. We finally got to the part where he needed my social security number, done. He said that somebody would be out in the next couple of days to get my internet set up.
Well when the day came and no one showed up, I called customer service and they had no record of me signing up for anything. I was livid, I get that mistakes happen, but when I give out my social security number I expect it to be done correctly. Now I'm back up to $40 again, days later without internet.
Fast forward I get my internet, after a month it slows down where I could only use my phone or my laptop if I wanted to the internet. I say fine, whatever, I'm done talking to them. I decide to check my credit score and lo and behold Frontier did two hard credit checks. I moved again and decided that Frontier is not worth switching or signing up for again. Train your employees better so that they know what they're saying and won't screw with the customer!
CDA, IDAHO -- Frontier is full of a bunch of crooks. I have been slapped with 3 ridiculous charges that I have not agreed on and I have had to call 3 times to get rid of them and they just give me the same **. I just found out that they locked me into a term when I specifically said that I did not want any sort of term. Especially considering the internet is terrible and only works in one room. Absolutely do not go with Frontier ever!!! I have had lots of good internet, Frontier is not one of them. They will throw random stuff on your account and claim you "agreed" to it.
DENVER, COLORADO -- I'm not a seasoned flyer. This was my first flight since 1982. On a last-minute whim I decided to fly from Denver to Las Vegas because I kept seeing ads for low fares. I went online and checked several airlines and decided on Frontier. They weren't the cheapest but they had a flight scheduled for the time it would take to get to the airport, etc. I was taken aback when I saw additional fees for choosing my own seat, checked bag, etc. I almost decided not to go. The costs added nearly 50% to the price of the ticket.
I got to the airport and saw the check-in kiosks and printed my boarding pass. I checked my bag in (six reps helping passengers) so that went quickly. I went through TSA without a hitch and got to the gate at the time they were scheduled to board. However, the plane had just come from an international flight so it went through an additional security screen. Essentially we boarded about 30 minutes late.
The plane wasn't full. There were several rows that were empty. The seats on the Airbus are quite roomy (I'm a big man) and comfortable. I guess the pilot kicked in the afterburners because even though we left the gate more than 30 minutes late we arrived at Las Vegas right on time. It was a nice, smooth ride. The flight attendants were above reproach, and I was treated like a frequent customer rather than a spur-of-the-moment passenger.
LA PUENTE, CALIFORNIA -- Your service really sucks... I wasted a whole day waiting for repairs on my internet. I got no call to say they couldn't come. Now I have to wait till Monday 6/18/2018 for them to supposedly come between 9 am and 4 pm. Just like I waited today. I'm losing out on 4 days of internet... my business requires me to check my email every day... so am I going to be reimbursed for these 4 days of NO INTERNET SERVICE? IF I'M NOT YOU WILL BE HEARING FROM ME AND IT WON'T BE NICE.
OVERGAARD, ARIZONA -- I have been without internet for nearly 4 weeks after a new neighbor moved in and our line was severed to accommodate him! Asked for our line to be reattached. Frontier unable to do that because the office is so messed on which line goes to which customer, they're not sure who is who. This came right from the tech's mouth!
Customer service is a joke!!! We've been scheduled for countless tech visits, to no avail. They have rerun the cable lines, no avail. Letters to the CEO and countless representative calls, no avail. Our call to the 800# last week resulted in nothing! Two days in a row, the 800# representative couldn't even locate the tech that was "en route" to the house! They can't even keep track of their workers??? WORST company EVER!!! Since we don't have cable TV by choice, we use Roku. Consequently, we have no internet OR TV service. We are using someone else's Verizon set up in order to post this. STAY AWAY FROM FRONTIER AT ALL COST!!!
PLANO, TEXAS -- So Verizon Comm. sold the FiOS portion to Frontier and we had a storm last night that drop power for about a sec or two. Well the internet and TV was not working this morning so I reset the router and set top boxes and still nothing. I had to go to work so I called them when I got to work so that I could get a service ticket going.
After a long conversation with the service dept. I asked them to send out a serviceman. The tech told me that the earliest date would be May 3rd... "What?" I said. "That's 6 days from now. That was unacceptable!" She said "sorry," that's the best she could do... 6 DAYS WITH NO INTERNET AND TV. FRONTIER SUCKS **!
SEATTLE, WASHINGTON -- 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 hopped 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 representative 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 representative 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 to 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 representative 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.
Flying from Dayton, Ohio to Las Vegas on flight #1092 on 1/17/2010. My flight was to leave the Dayton International Airport at 6:15 am on 1/17/10; I arrived at the airport at 4:00 am. Frontier air Lines requires a mandatory 2-hour check in according to your published info & your recorded info on your 1-800 line.
The check in desk was not open. But the fight information board showed the flight to be canceled. I was second in line for service, at about 5:15-5:30 am a female ticket agent did come out to the desk, she did not speak with any of the passengers waiting in line, she picked up the telephone, and actually held it to her ear the entire time I stood in line which was until about 6:15 am.
Another ticket agent, a young man came out & had a conversation with the female ticket agent, and he proceeded to log in to your system to start helping passengers. He randomly called out passengers name's to re-book flights on other carriers. After about 20 minutes I ask him why he was not speaking with people in the order they arrived, he replied that the folks he was calling had connecting flights. I told him that I did too so he ask my name & then re-booked me on US Air fight 2248 at 6:55 am.
All was well for this leg of the trip. The real trouble began on 1/21/10. I was booked to leave Las Vegas to Phoenix on US Air flight 117 @ 9:40 pm. Because of all the bad weather in the southwest that day all flights had been canceled. I know that this is not Frontier Airlines problem to fix, so I called US Air to get rescheduled to fly to Phoenix, I was told they could not get me there until Sunday, 1/24/10 after 10 am this is where the problem ensues, my flight on 1/24/10 from Phoenix on Frontier Airlines #868 was leaving at 7:25 am.
So my next option is to call Frontier Airlines to see if I could change my return date/ticket to 1/22/10 and fly back to Dayton, Ohio. I called their 1-800 no customer service number at 6pm Las Vegas time, was on hold for 1 hour before I spoke with a customer service representative. As I explained the situation, I was told it is not Frontier's Problem.. I needed to call US Air it was their problem.. He would not stop talking so I could explain the situation. I asked to speak with a supervisor, after being on hold for about 10/15 minutes, she came on the line, and told me that the previous man had explained the situation, and she could book me on a flight the following day.
I asked her if this was confirmed, she told me yes. (My mistake here was not getting a name & employee #.) This flight was to leave Las Vegas at 10:15 am #976 going to Oregon then to Dayton, Ohio. As per your rules I show up at the Las Vegas airport at 7:30 am to check in. When I got to the ticket agent, she could not find the "the confirmed reservation". She picked up the telephone and called someone.. (Have no idea who.) Then after about 30 minutes, I ask what the problem is and this is what she said.
What she did find in the system was that I had flown out the night before on the canceled flight, US Air. She then called, I guess US Air to fix the computer system so she could proceed. After that was done, she then took me to the on floor manager. He then looked in the system for the reservation to Oregon. Once he found it, he told me the cost would be $676.00, time was now about 9am.
Needless to say I was a bit over whelmed at the cost, because the night prior when I was on the phone with your customer service supervisor, nothing had been mentioned about this ticket price. (Had that been the case I wouldn't have been standing there!) When I explained to ** the conversation that took place the night before, his reply was, I have no proof that they didn't tell you the price! At this point his behavior was nothing but condescending, rude and insulting. He was loud, he told me it wasn't his fault, US Air Cancelled the fight & it wasn't his problem to help me.
Either I wanted the ticket or not I stood at the ticket desk & once again called your customer service, and was told exactly the same thing, as ** by now it was 10:30 am and the flight was gone. **, had been holding in his hand all my itinerary papers the entire time we have been speaking. He was folding them up and slamming them down speaking very loudly to me, either "I excepted his help or not". At this point I asked to speak with his supervisor, when he told me he was the top man in Las Vegas.
If this is the kind of customer service Frontier Airlines wants, I am shocked! Please understand that I did not once yell or insult, or call any one any names.. I retain my composer the best I could muster.. I then re-iterated that my fight back to Dayton, flew out of Phoenix, and I couldn't get there, so I needed to find a way home. ** stated, "You have a flight home out of Phoenix" that comment was nothing but sarcasm! So I asked him to check to see if he had any flights that would leaving Las Vegas on Sunday 1/24/10 to get back to Dayton, he refused to help me..
This has been my experience with Frontier Air Lines. I am 57 years old, professional and have flown many times, I have never been spoken to like this or treated with so little respect as I have been with Frontier Airlines. I certainly hope that this complaint doesn't end up on someone's desk in a pile of papers. Because if this is happening to me, how many other customers do you think this happening to, that aren't sharing the experience?
The best form of advertising is through word of mouth, what do you think I have been saying? I would truly like to hear from a representative from your company, and not just a form letter that thanks me for expressing my opinion! Do they really record conversations, I hope so, because I would sure like them to listen to this one!
DENVER, COLORADO -- I am writing with much disappointment. My husband and myself are both disabled. We totally enjoyed our trip from MPLS TO DENVER THEN AGAIN FROM DENVER TO PORTLAND OREGON. My husband said, “this is the airline we will use from now on. Very pleased. Then on the way from Denver to MPLS we had a big problem. First of all I thought the stewards were there to help the customers to keep them comfortable and content. On the previous flight from Portland to Denver I had asked for a full can of Diet Pepsi and they said NO PROBLEM. You see my diabetes had been causing me a great deal of problem on our vacation.
Blood sugars in the 3-400's which is dangerously high. The problem started from the get go. Apparently my husband did not't arrange our carry on items in the right way. I have a Cpap machine, which cost $3000 and he has a Bi-pap machine which is $8000. He put his jacket by his to pad it so to speak. She snapped at us and said to hold your jacket she then put his Bi pap in front where it got slammed when the overhead was slammed shut. I explained why we did it and she mocked me by saying "reeeer," like a cat.
Then we watched another gentleman put his jacket in the same compartment and she slammed the door again, she said nothing to him about his jacket going there, in fact she looked at me and said she was NOT picking on me. Unfortunately the front of the bi-pap was broken. Which is not even my biggest complaint but still part of the whole bigger problem. My husband has prosthetic knees and said I have to put my leg out, “hope I don't trip her.”
Apparently she heard it differently and said we were TRYING to trip her, TOTALLY NOT TRUE. They checked to make sure everything was under front of seat which my purse was, the same way it was on all the flights. Then came around with drinks. I had to keep pulling my purse out as I felt strange with my blood sugars running in low 400's so had to keep checking it and giving myself more insulin. If your diabetes is high you tend to be extremely thirsty. So when she came around I had my 14 pills to take and was very thirsty. I asked for a full can of diet Pepsi and she very disrespectfully said to me flat out, "you will get a glass and NO MORE."
The people sitting across from us all had full cans. I tried to continue to explain to her that I needed more to take my pills because she filled it with ice and only added maybe 2/3 full of soda. Not enough that is for sure. As I am trying to talk to her she ignores me and asks my daughter what she would like. My daughter is 11 and is very sensitive. She was upset at how we were being treated and started crying because she has seen me go into diabetic coma before and was scared. I told ** she was being very unprofessional by ignoring me and she just continued and I asked her name and said I was planning on doing a complaint.
She said sure, it is Lana and make sure to include that your husband was trying to trip us... I could not even respond, she was being incredibly rude. She continued to tell the other lady with the cart to ignore us..when I was asking her for water or something. She told her "don't antagonize them, they are not worth it." Is that how your train your people? I could not take my pills and ended up very sick once landing and had trouble all night. I really don't believe that this is your practice as we had wonderful stewards on all the other trips we had. I want some kind of response about this issue.
If I do not get some kind of resolution then I will be contacting my lawyer attorney general, going to all newspapers, Internet blogs etc. I will be sure to take it as far as I need to as I feel we were treated with no respect or dignity and it effected my health problems. I do not think she should have treated us this way.
And that still did not end then horrible ordeal. Before landing the other steward came by and told me my purse was not far enough under the seat in front of me. I had it in the same position on all flights and wanted to have it at quick grab if needed for emergency injection. She told me if I did not push it up farther she would have to take it from me and find a spot in the over head. I told her since she wanted to ignore me that I had had enough and to go bother somebody else.
She said, "if we crash your daughter will be trapped!" which is a crock and made my daughter cry and be very scared as there was some turbulence. I understand you have to have rules and that certain things have to be followed but I also know that people with disabilities should not be treated indifferent. I felt like she was copping an attitude right away for whatever reason. I would appreciate a quick response to this letter or I will do as I promised! ** should get reprimanded for breaking the bipap machine front and for her total disregard our well being. Simple common courtesy would have been expected.