Preview Review

Next Review

Frontier Airlines Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Epitome of Incompetence
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, COLORADO -- Frontier is the worst functioning business I have ever had an interaction with. I don't know how they spread so much disappointment and rage and still manage to stay in business. Our flight to Cleveland was one of hundreds canceled out of Denver the weekend before Christmas, but not before it was moderately delayed so we still had to get up at 3am and drive two hours through the mountains in the off chance that it left on time. They tried to claim it was weather related so they wouldn't have to comp any hotels or more expensive tickets for the thousands of people they screwed over, even though it had been beautiful for days and no other airlines were having these problems. Lines were horrendously long to talk to customer service and remedy our canceled flight. We were the lucky few in the first thirty people or so of the line and only waited a little over an hour. Other poor souls were hundreds of people back in line and, if they are finally done waiting two days later, should sue for emotional distress damages. When we finally got up to the service counter, the customer service agent seemed like she could care less and just wanted a nap. She was not helpful at all. She had no recommendations for us. We were told we couldn't fly into Cleveland until Friday! (Mind you, this occurred at 9am Monday) We finally got out of her that we could get tickets on a flight to Cincinnati, but that was only after we asked about flights to 4 other cities. She was completely unforthcoming with any helpful information.
Upon asking about our luggage that had been checked to Cleveland, we were told that our checked bag would be taken off the canceled flight to Cleveland and we could pick it up at baggage claim, recheck it on the new flight to Cincinnati and go back through security. When we arrived at baggage claim there were hundreds or suitcases strewn around the carousels. After waiting half an hour (at this point our flight had been canceled for about 2 hours already), I was told that our bag was going to go to Cleveland anyway, despite the fact that the flight was canceled. I was ready to leave baggage claim on that knowledge, when my husband talked to someone else who said to wait there and the bags would come up on the carousel in about 45 minutes. Now we had conflicting information and we had to track down someone else to confirm which was correct. It turned out our bags would indeed be showing up. Get your story straight people! How does a company allow an employee to go around telling customers completely false information? If I had relied on that information my day would have been even worse! From the time the flight was canceled to the time the luggage made it back to baggage claim was almost three hours!
After checking our bag to Cincinnati, the plane to Cincinnati ended up being 5 hours delayed! At one point, it was delayed a half hour every half hour for three hours. Get it together people! Don't string someone on like that. As hope that we would make it to Cincinnati that night and still be conscious enough to drive to Cleveland ebbed away, we started looking for other options. We ended up getting on a standby list for a flight to Columbus and getting on that plane. With all this bouncing around between flights, I was told we could fill out a form directing the airline to ship our bag to us in Cleveland when it landed in Cincinnati. When we landed in Columbus I asked a Frontier agent where I could fill out the form. She didn't know what I was talking about! She told me to call customer service. More conflicting information, imagine that. I called customer service and proceeded to wait on hold for 2.5 hours! Yes, the entire drive from Columbus to Cleveland consisted of me waiting on hold with Frontier customer service. But wait, there's more! Upon talking to a person, she told me my bag had actually been pulled off the Cincinnati flight when it was discovered we were no longer on it and was in Denver. She took the address for delivery and said the bag would be overnighted. Imagine my surprise when I got a voice mail the next afternoon saying I had to call Frontier baggage at Cincinnati and provide delivery information because our bag was actually in Cincinnati! Six hours and 20 phone calls later, I was finally able to talk to someone who said my bag did, in fact, make it to Cincinnati and I had to give them delivery information to ship it.
Does no one know anything? Who spreads all this false information to so many employees? How is it that one company can have so much conflicting information? This fiasco is the absolute epitome of incompetence. And my story is better than some others. I made it home that day. The same cannot be said for everyone Frontier screwed over this past weekend. I hope these atrocities indicate a company in its death throws that will soon be nothing but a distant memory of anguish and a warning to others how not to run an airline.

Replies
Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

This is the absolute worst company to deal with. There is no one in this company who cares enough about customer service to help a customer they have treated horribly.

I signed up for Internet service on May 25 for service in Murphy, NC. I got a "confirmed" installation date for JUne 2. On the day of service I waited around all day and no one showed up or called.

I called their customer service at the end of the day and was told "sorry" we inadvertently cancelled your order. The representative said I can get you an install date of June 8. "What I said, you left me hanging and the best you can do is 6 days from now? Why can't you put me in the front of the line for installation since you screwed up?"

The representative said that's all he could do but he would put in an oscillation request. Well the local office or their dispatch ignored that so June 8 I waited around again and about mid-day I get a recorded call that says "we've cancelled your installation for today and rescheduled for tomorrow." I called customer service and demanded to speak to a manager. The manager said he saw I was scheduled and didn't know why they left me hanging again but he puts in an escalation request from a manager and says to me they will be out by 7 pm that day. No one showed up and no one called me.

On June 9 I called and demanded another manager. I relayed what happened and the manager told me he say I was scheduled and they would be out. I waited all day and no one shows up. Now they don't even give me the courtesy to call--just did not show up. At the end of the day I called into the manager again and now he is getting frustrated. He gets on the phone with the installation supervisor for my region a guy named "Steve Shannahan" who says to him "well we can't get to him today but we'll get there tomorrow." He lied.

Now it's June 10 and I waited half a day. No one calls or show up so I called the manager back on his direct line he gave me. He could not believe it and looked at the schedule and said "I see you are scheduled and even see the installer its assigned to." I told him I had no reason to believe that so I made him call dispatch directly to confirm. Sure enough they told him it did not matter what the schedule said they were not coming out. So here's another day they were going to leqve me hanging without letting me know. The manager said they will be out tomorrow--Saturday.

I have never experienced anything like this. Two managers asked for expedited installation because the way I was treated but dispatch or the local Murphy office disregarded that.

Do not do business with this organization and take my example as not being unusual. Read the other posts here.

Report Comment Private message author

Replies
How Frontier Internet is literally a Scam and should be sued from fraud
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PENDLETON, INDIANA -- Well, about Frontier Internet, first to say that Frontier internet is slow is a understatement, it is by far the worst internet to exist, I would dare to say that dial up services are better than Frontier because at-least they actually work about 50% of the time Frontier does not connect, then you call the hotline and they do nothing, there are outages about every month for days and the internet modems that they use disconnect randomly from a modern wifi cards in laptops about every 30 minutes. To say that Frontier is unstable would be a understatement, which they charge about 30$ to 50$ or more a month for every-time you open you bill you will think to yourself is Frontier a legal con job that you have signed up for, which have 2 year contracts which you cannot break or be charged a huge fee. I would rather be in dealings with a literal con artist then Frontier because at-least then I can call the police or FBI about it being actually scammed but I would dare to say that Frontier is a scam. NEVER GET FRONTIER INTERNET it is better to not have internet than Frontier, This could be you.

Replies
My Flight Was Cancelled Night Before
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Replies
Advertisement
Horrible ethical business practices
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO -- I made reservations for four people from Indianapolis to Orlando on July 8th. We flew into Atlanta for a transfer. The next plane was delayed for 14 hours. We ended up at our resort suite in Orland at 5:30am. (5 hours before checkout) Frontier sent us a voucher for $200 each to be booked within 90 days. I booked the flights the day before they expired using the voucher numbers given us. On my next Discover bill, I get a charge for $809.75. I call them and asked why I have the charge. They said I did not use the vouchers. I said I certainly did. I did not get any message saying that the vouchers were not good when I entered them in the appropriate spot. They said it was unfortunate that the vouchers didn't register, but there is nothing they could do. I said, "You know I ordered the tickets before the vouchers expired, (they agreed) you have the voucher numbers, (they said they did) why were they not applied? If your website did not take the vouchers numbers when I entered them, why was I not notified at that time?" Their reply was they were 'sorry'.
I asked to talk to their supervisor. After waiting for 22 minutes, I talked to another person and was told the same thing. After much frustration and telling them how this was my first time flying with them and nothing about this whole experience was good. I told them since they would not honor the vouchers on the new reservations, I wanted to cancel them. (These reservations were for a flight 8 months in the future) They told me there would be a $99 cancellation fee. I absolutely could not believe it! Never in my life have I ever dealt with a company with such a horrible business practice. This company obviously cuts monetary corners wherever they can to provide cheap airfares. The few dollars saved are not worth dealing with a company that operates with such unscrupulous business practices. It's almost as if they think, "Aha, we caught him on a glitch, now we don't have to honor our commitment." They have lost me as a customer for life. Very disappointed.

Replies
If You Are Considering Signing Up With Frontier... Don't Do It!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SPRAGUE, CONNECTICUT -- If you are considering signing up with FRONTIER... don't do it!! I rarely write reviews but this one I feel very strongly about. I call to set up Internet service with them a few days ago and we set the time for them to be here to install the equipment in between 8 AM and 10 AM. today. I told the person on the phone that I did have a 12:30 appointment and I did check to make sure we should be done by 12:00 and she said that would be no problem. So 10:15 comes along and no FRONTIER. So, I called them up to see if they're on their way. The girl on the phone have to put me on hold and talk to dispatch. They had me scheduled anytime between 8 AM a.m. and 5 PM p.m.

And I explained to her again that I was scheduled between 8 and 10 before my appointment. She asked me when I'd be back I told her 2 o'clock and she told me that they will be there in between 2 PM to 5 PM. 5:10 comes along still no FRONTIER, so I call them again explaining the situation to the girl on the phone and she said that there is notes on the file stating that they had no access. I told her I was home right before 2 o'clock. She then said well they were there at 1 o'clock and stay till 130. And by the way this was 35 minutes off and on hold up to this point. She said somebody should be in the dispatch office but they weren't answering the phone.

I asked if they went home for the day and she said no that they are open until seven just like she is. At this point I cannot believe it's happened twice in one day. It was a miscommunication on their part. I asked to speak to manager and gotten nowhere with her. She said that they could not do it tonight made it sound like there's nobody working anymore even though I was told her there till seven. So I cancel service even before it even started. If a company has unacceptable customer service when your getting service installed... could you imagine what kind of service you would receive after that???

Replies
Horrible!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON, ILLINOIS -- FRONTIER INTERNET SERVICES. YOU WILL BE SORRY! Do not use this company especially if you are one that works out of your house. Always an excuse for poor service but never a resolution. Absolutely horrendous! Will try to be short, sweet & to the point.

Liar's. Thieves. Shyster's.

They do not keep scheduled appointment's (big one)! Always an hour, at the minimum, wait for any helpful, over the phone, assistance & even then your issue is not resolved. Promised their top speed offered & we never received. Kept telling us if we wanted faster we have to pay more. Ended up paying for the best of what they call their best & yet still no change. Internet always going out even after replacing our older modem with their most updated one.

We were forced to go w/Frontier due to the fact they were the only provider at the time. We are now switching providers.

RUN! RUN! DO NOT ENTERTAIN USING FRONTIER AS YOUR INTERNET PROVIDER!

Replies
Nightmare Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TWIN LAKES, WISCONSIN -- Wait time for tech support is an hour. They constantly promise and constantly screw up. Shortest wait. 25 minutes. Waiting on a repair 14 days. Spent six hours on phone so far for one problem. I am changing service. Can't seem to get the ** to repair anything. Constant problems over the last five years, very expensive, ** customer service that is more eager to sell upgrades than to listen to what the problem is. "You need more bandwidth" $$--when I am calling about service I am already not getting. Overseas tech support--dismal. Can't communicate without a script and are 'androids' I think. No other choices in my area up til now so goodbye you stinking excuse for a 'communication' business. IF the anti-Christ had a business--this would be it.

Replies
Advertisement
Frontier flight cancellation policy and customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NASHVILLE, TENNESSEE -- Frontier cancelled this flight just as we arrived at the airport, due to some issue on their side. Since they have no partnerships with any other airlines, their offered option was the next Frontier flight,. which was 2 days later! Missed 2 days of work and had extra expenses with pet boarding, hotels etc. After spending over an hour on the phone with customer service and escalating to the supervisor, their "customer service" compensation for my "inconvenience" was a $25 travel voucher. By far, the worst customer service experience I've ever had in my life. will never fly this airline again nor recommend this airline to anyone either.
Please do yourself a favor and use an airline that cares for their customers and has a real level of customer service.
Would have rated a "0" if permissible.

Replies
They Say What You Want to Hear to Get You Off the Phone
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KELLER, TEXAS -- After going round and round with Frontier Communications about my monthly bill (they would promise an amount and then always charge me more than they quoted) I contacted the office of the president. Cary ** called me and we went over the details. He said that he would be issuing a refund (backed up by an email) for 182.30 that would cover a balance of 150.00. I never expected to see the 30 refund but was hopeful for a resolve. He told me this would take three months- Why I do not know- just Frontier being ridiculous.

He applied credit leaving me with an 86.00 balance. I repeatedly have tried to contact him. He answered me once saying be patient the rest of the credits would apply. Here we are in October and the balance has now been turned over to collections. Lying to the customer starts with the President on down. Do Not use Frontier Communications- you can't get the hours back from your life that you will have to spend on the phone to them, leaving reviews, fighting with collection agencies.

Replies
Top of Page | Next Page >

Frontier Airlines Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 32 ratings and
60 reviews & complaints.
Contact Information:
Frontier Airlines
7001 Tower Rd.
Denver, CO 80249-7312
800-265-5505 (ph)
720-374-4375 (fax)
www.frontierairlines.com
Compare Airline Companies