DENVER, COLORADO -- To begin, this is my first experience with Frontier Airlines. About 6-weeks ago I purchased an airline ticket for my Wife and I to fly to my cousin's wedding. 7-days prior to our flight, my grandfather suffered a heart attack. Two days later our small dog dislocated a leg while playing fetch. Unfortunately, both required 24 hour care and since I was a groomsman in the wedding, we decided my wife would stay behind to take care of them. I contacted Customer Service to request a refund for my wife's ticket, given our circumstances, I didn't think this would be an issue.
After speaking with two Frontier Airline's customer service reps, I was told that I would need to secure a Dr's note regarding my grandfather. I had the Dr. complete the note and per Frontier's instructions I submitted the note to receive a refund for the ticket. I called to follow-up with Frontier to check on the status of our refund and was told that Frontier decided that our reason for cancellation was not accepted and we couldn't receive a refund.
The representative first asked whose grandfather it was, I explained since we were married, it was both of ours. She then said (and I quote), "he would need to die to receive a refund." I was speechless. I couldn't believe the insensitivity of the representative. They said there is nothing they could do. I posted my story on their Facebook page, hoping to receive some help. I received a response to my post within hours, asking me to email them the details.
I emailed them the details with-in the day and after following up twice, I finally received a response two-weeks later stating they looked into my account and saw I flew this past weekend and therefore my wife would have a 1-year credit, minus $100 change fee and $30 fee booking fee. Seriously?!? Why would I ever want to fly on Frontier again? This has been a HUGE PITA during a tragic and stressful time in our lives. I would caution all to stay away from Frontier Airlines - they're horrible! I've filed a dispute with AMEX and I hope they will help this issue right.
NEW MEXICO -- I inherited them. I originally had Midwest mastercards. Midwest was nice to deal with. I was on hold for three and a half hours. I had 2 requests, to dispute a charge and try and reduce my interest rate. The man I spoke with about my dispute, had no clue. He asked questions that had nothing to do with my concern. At one point I even asked if he knew what I was saying.
I asked to be transferred to a supervisor. He would put me on hold for up to 20 minutes, come back and ask me a question that had nothing to do with my concern. He did not fully understand English. But he transferred me twice more. Then I was "fortunate" enough to get the "top supervisor" at Frontier and was told she could not help me.
Then came time for rate question. I told them I had Cancer and had set up payments before I went into hospital. Payments were never taken out and I was charged late fees. I called from the hospital and was told by another "supervisor", that they do not make arrangements for auto withdrawal. And now I was berated for that because this "supervisor" said they do make those type of arrangements! And no record of my arrangement existed. I was willing to send them proof of my illness.
So many people lie, steal cards, or run cards up and end up not paying. That is why interest rates are so high. They caused me so much stress today, it was unreal. I skimmed over a lot of what was said to me. Too upsetting for me. I will do my best to pay and pay off.
I am working 1/3 of what I was. And eventually I will. It is my character that two wrongs don't make a right. They then will never get another dime of my money. They need to take into consideration, a person's good years of being a client, and putting anyone on hold for that time is uncalled for. I feel like I was abused today. It was just plain emotional abuse. They all had the same thick odd sounding accents, just creepy!
INDIANAPOLIS, INDIANA -- On December 7th, 2009 I purchased two tickets from Frontier Airlines, one for my father and one for myself. Even though indirect flights cost less I opted to pay more for the advantage of having a direct flight from locations that were more convenient to us. On July 20th, 2010, only four days before my flight was scheduled to take place, I received a phone call from a customer service representative from Frontier Airlines. She informed me that not only was I not going to have a direct flight, but that I was going to arrive two hours later than the originally scheduled time.
To make matters worse, she said that the Airline knew of this change on March 31st, 2010, almost four months before I received any notification from them about this change. So by the time I received this notification I had no chance of shopping for a better flight for my money. Needless to say that for more than seven months Frontier Airlines has had use of the money I spent on that ticket. Even my bank would have done better than their offer to return my money now and leave me stranded at the eleventh hour without a means of getting to my destination as conveniently or on time.
I was even willing to drive to another airport eight hours away and take the flight I booked my father on, but the Airline would not let me do this unless I paid the difference in ticket prices, which by this time has about doubled in price from the original purchase. The least the Airline should do, for the inconvenience, is to let me go with that option at no extra charge, which is still an eight hour drive for me, the reason that I chose not to take that option in the first place. But at least this would have allowed me to arrive on time without having to pay twice the original ticket price to do so.
The Airline has made no attempt to compensate me for this inconvenience, and has even tried to profit from their mistake by trying to charge me more for a flight that would arrive at the desired time. This entire misadventure is akin to buying Premium Orchestra seats for the Ballet only to be told a few days prior to the performance, when the House is sold out, that your seats have been moved to Upper Balcony Far Left, and by the way, during intermission you will have to leave your seats and change to these other ones in the 27th Row Far Right.
However, we will still charge you the price of Premium Orchestra to see the performance that you paid months in advance for and have been looking forward to seeing since then. Oh, and sorry we didn't let you know months ago, when we first learned of this change, so you might have had more options, “my bad.”
I purchased a round trip ticket for my sister-in-law using Frontier airlines website and I also bought the extra $10.95 trip protection plan the same time and paid them with my credit card. In the itinerary, it clear indicated that I had purchased the trip insurance and gave me a policy number. My sister-in-law came but then needed to change her return flight due to the death of my father-in-law. When I called to change the flight, I was told that the trip protection plan would be handled by AIG insurance company and I would have to make a claim later for whatever cost to reschedule the flight.
So, I paid for extra money to get the flight changes. However, when I tried to make the claim later with AIG, I was told that AIG didn't have my policy nor receive any payment for the insurance. So, they wouldn't responsible for the claim. I emailed to Frontier Customer support and they sent me the detail of the flight in their own format and it clearly indicated that I had purchased the insurance with the policy number. The customer support also told me to deal with AIG.
I emailed to AIG and their replied was that the policy number was Frontier policy number and they had no clue what those policy number meant. After several back and forth with AIG and Frontier airlines, we established that there must be a mis-communication between AIG and Frontier. Frontier admitted that it might be a bug on their web system and since they didn't charge $10.95 in my credit card, I had no insurance and therefore I just had to absorb the cost of $319 of changing flight.
It is just so unfair that I had to be the victim of their mistakes and lost money because they forget to purchase the insurance for me. I trusted their website and really thought I had purchased an extra protection and now my money and trust is gone and I felt cheated.
SACRAMENTO, CALIFORNIA -- Hi! I just wanted to share my misery. I bought tickets in June to go to Cabo San Lucas, Mexico for Thanksgiving...round-trip, nonstop both ways. Well Frontier decided last week to change everything. They added a flight and a layover in Denver, Colorado, an extra eight-nine hours on the flight back to Sacramento Nov 26th. Thankfully they sent a little postcard telling me about the change.
I called and they found me another way back through LAX, closer but still not a nonstop. Well then we go to Sacramento Sun Nov 18th three and a half hours early, and you guessed it - they canceled the flight # 4524 to Los Cabos, MX. They had us all on concrete floors from noon to 6:30 pm waiting and waiting and waiting. They said the restroom door was not operating properly??? What a crock!! Oh! They would put us on another flight in a couple days??? Hello!! We had condos rented, cars rented, trips, fishing, a vacation - all ruined by Frontier Airlines. But that's OK, they said we could have a refund in ten days with NO penalties!
Mr. Sean Menke, CEO - WAKE UP! People depend on airlines to FLY. Fire whoever is responsible for the mess. Do not waste our time and money, get out of California. Save yourself, do not fly Frontier Airlines. Sorry I ever heard of them. They do not have "I'm SORRY" in their vocabulary, the customer service department is not interested in our complaints. All they say is "the airline industry is known for canceling and changing flights."
I wonder how things are in Denver? Any better? Any worse? We live a six-hour round-trip drive to the Sacramento Airport. Plenty of time to think about Frontier Airlines and what a disorganized group of non-caring people can do to your vacation. You would think five months is enough time to plan a trip? How much do we have to put up with to get things changed??
ST. LOUIS, MISSOURI -- I write to express my extreme frustration with the terrible "service" received on Sunday, October 28, 2007 in St. Louis. We were scheduled to depart St. Louis at 7:35 pm, on flight 287 to Denver and through to Spokane on flight 308.
We arrived at the Frontier desk at 6:55 pm, due to detours, closed exits, and freeway stoppage for an accident. Upon arrival, I asked the agent to hurry, explaining the unavoidable delays and we had to work Monday. The agent refused to help in ANY manner! She rudely said, "Too late, I'm closing the gate in five minutes." I stated we could still make it if she would call the gate; she refused, stating, "It's impossible, you'll have to leave tomorrow."
I explained our flight to St. Louis on October 25th had been delayed 10 minutes for two passengers; why not us? She replied, "That's not my problem; you need to be here forty-five minutes early; I have an On-time Performance Quota which must be met, and I won't hold the flight!" I asked to speak with her Supervisor, Judy, who took her time coming, and said she couldn't do anything now, but if we'd been there 5 minutes earlier, she might've been able to do something. I told her we'd BEEN there 10 minutes and the agent wouldn't help. She said, "I can't do anything."
I inquired about another flight leaving St. Louis, to which she said, "There aren't any other flights." I asked her to check other airlines; she looked at her screen and replied, "Nope, we're the last one." I asked when the earliest flight departed, and was told, "Be here at 4:30 am, and wait," When I asked about reservations, she said, "You miss your flight, you fly stand-by."
I asked where Frontier would lodge the three of us for the evening, since it was Frontier's choice not to board us, and she replied it was OUR problem--Frontier doesn't put people up. When we arrived in Denver, I explained this to Amy, the agent, who stated the St. Louis agent was wrong and should've boarded us, especially as it was the last flight and we had work the next day. Today, I just got off the phone with a low-level CSR.
She called to inform me she had my letter in front of her, yet Frontier has an iron-clad 45 minute policy, regardless of what we'd been told by any other Frontier Employee, and that Frontier will not reimburse us for any losses. She did not make any attempt to meet halfway, acknowledge Frontier's culpability, nor offer any type of courtesy compensation. I hung up realizing Frontier Airlines does not understand the meaning of "customer service", nor cares to retain us as customers.
WILMINGTON DELAWARE -- I went through the Denver airport and was suckered into getting a Frontier Mastercard for a free trip anywhere if I signed up. Not only is it next to impossible to redeem the free ticket, because there are never seats available, but you will be required to work with Barclays Bank. They are the very worst credit card company on earth!
My account had been charged twice by a company that I had not been authorized to do so. I had to contact that company to get the charges reversed. I was finally issued a credit. In the meantime Barclay bank piled on the fees when my balance should have been zero. Barclay Bank is a joke, their collection department is the very worst - if you want to work with a great card company use Cabela's Visa. I will also never use Frontier Airlines as long as possible - They were no help at all!
FORT WAYNE, INDIANA -- A door to door Frontier representative offered to reduce our bill. She did by getting rid of half of the TV stations we watch! Calls to Frontier techs transferred me to billing. After a half an hour, the employee said he got it straightened out "but needed to have his supervisor" OK it. Nothing changed. Another call to another billing person, promising to resolve the problem with his supervisors OK. Nothing happened. Calls to the 1st employee's extension went unanswered.
Another call, another employee who supposedly hand carried the order to a technician to fix the problem. The technician "wasn't in, but they will get the order in the morning." I am about ready to drive to the Frontier office and ask for the head honcho who has ignored all requests for a signature so this can get resolved.
KEYSER, WEST VIRGINIA -- Frontier is one of those companies that know you have no alternatives and they take advantage of it. We started 3 years ago and things went downhill from day one. The internet service BARELY scratches 1.5 Mb and that's on a high note. A high note that is like a legendary once in a lifetime note. The regular speed is so low going with one of those unidentified connections you pick up is faster and they refuse to admit they even have a problem. The service end fee is ungodly and its not worth it. If you have ANY bloody alternatives then take them. Stay away from this company.
IDAHO -- On a calling plan that was fine until this year. Frontier started billing me late fees on my calling plan, they said they could not give me an exact monthly bill because taxes change month to month. They said the only way to correct this was to let them do their auto deduction from my bank. Well this was a flat lie. They personally changed the taxes a bit to gain a late fee.
I complained two months ago to the FCC about this practice. My phone bill is supposed to be set at a certain price every month for unlimited long distance. Frontier knows I live in a rural area with no cell phone service. They started this scam this year, before this my bill was set for the same amount every month.