ROCHESTER, NEW YORK -- I canceled my phone service in November 2011 switching back to Verizon. Frontier bought out Verizon's residential phone service, so we switched back to our original home phone carrier. Frontier charged $156.05 for an early termination fee for a contract I (nor my husband) signed or agreed to. I have made 5 calls to Frontier customer service in which each time I was told they would sent the information to the account depart to have the early termination fee waived. I received another bill 2 weeks ago.
At that point, I called and requested that my checking account information be removed from the account to prevent an automated deduction from my checking account. Today, $156.05 was debited by Frontier from my checking account. I was placed on hold for 25 minutes before calling back I received the same explanation of being account being reviewed.
After 5 phone calls to Frontier's customer service department since December 2011, this is still not resolved. Each representative explained the process takes 3-5 days. Now, they have withdrawn the money from my account after I specifically called and asked them to remove my checking account information and not automatically withdraw the early termination fee.
Frontier is an awful company. They do not care how they treat people. First they were supposed to install a phone line. I was told again and again they would be out. Stayed home all day and waited for them. They never showed and they never called. I called in and I was told they would come the next day. I waited and no one called or came.
I called again and I was told they would be out sometime over the next four days and I would just have to stay home in case they came. I have called and talk to them over and over. No help. I asked for an address or phone where I could contact someone higher up and was told they do not give out that information. They are rude and don't care how they treat you. I had to deal with Frontier four years ago and was treat badly then too. Their DSL is slow and does not work half the time. Stay away from them if you can.
We notified Frontier that as of March 12th of this year we are canceling both internet and phone service with them - going to another carrier. We had the other provider hook up as of the 13th of March. As of that date we no longer had service with Frontier. In April we received a bill which was correct and we paid the final bill in full early.
Since that time we have had all kinds of bills being issued to us for internet and also phone. We have called every time we got a bill and they said it would be taken care of. One of the many calls we made the customer service person said that they now owe us 175.51 and we would be issued a credit in July. That paperwork wasn't made out to correct the previous errors.
We kept still getting bills and I finally sat down and wrote to their Manager by certified mail all the info they needed to take care of the issue. About 2 weeks after that we finally got a bill which stated that the balance was now 0. Several days later we received a check in the mail for the credit they said was due to us.
I thought that our problem was finally resolved however now we are getting bills once again that we owe them over 200.00. Again, they are billing us for services we don't have with Frontier. This is one screwed up company. I am now at my wits end and am planning to notify the Attorney general of our State of their practices.
Please be aware. Leaving Steamboat Colorado on Frontier, on a mildly snowy day, where all other airlines are departing without difficulty, may not be possible. A Frontier airline representative stated that the plane could not land due to a lack of proper pilot classification needed for landing while snowing. It was not a terribly snowy day. Our friends on American Airlines and United Airlines had no departure problems. I had to pay $110 for a 5 hr shuttle ride to Denver which was facilitated by the airline. The roads were not bad at all. Don't understand that there were weather problems; there was light snow that was not sticking at both Steamboat and Denver airports.
Additionally, communication was poor. Passengers were not made aware of any delays at the gate until way after boarding and departure times. The announcement informing of flight status at the gate was, "You can reschedule your flight or find another way to Denver". There was no introduction of apology or explanation of why. The explanation I finally got was at the ticket center.
There was also poor communication at the shuttle site, with no updates or explanation of shuttle departure times until complaints that this information was lacking. Advice: Not a good idea to use Frontier Airlines in potentially snowy regions.
WILMINGTON, DELAWARE -- I have been a customer of the Frontier Airlines MasterCard for several years. Two months ago, they sent me a new card telling me that they have upgraded my card from the Platinum to the World card. Only one problem - the card won't work! I have called them numerous times and they have now sent me SEVEN cards. None of them work! When I call in, they just tell me that it shows approved on their end but the purchase won't go through! They say since it works on their side, there is nothing they can do! I fly Frontier a lot and like that I can accrue miles on the card but I am frustrated beyond all belief.
DENVER, COLORADO -- Flight initiated in Austin was 1 hr late. Due to a tight connection in Denver, I requested to be placed on the United flight which was on-time. The agent assured me that I would have 20 minutes to make my connection in Denver. After arriving in Denver in gate 4, the greeting agent advised that my Albuquerque flight was departing from gate 64. Arriving at gate 64, the flight had left. I stood in customer service line for 90 minutes. They placed me on a 5pm flight. The scheduled visit to Albuquerque was a day trip. Frontier refused a refund. The flight was booked through Expedia - their customer service is non-existing; but that is another matter.
What is the purpose of buying trip insurance? In case something unexpectedly happens and you can't go. Right!! Wrong according to Frontier Airlines, unless you have a note from MOMMY!! My wife got ill and couldn't go on my trip to Phoenix. I called Frontier's telephone number of their trip insurance which I purchased when I bought the ticket. I read all the information and thought it shouldn't be any problems getting the money back for my wife's portion of the trip. I was still going.
Frontier said that I would need a note from the doctor and I would have to sign a letter giving Frontier the okay to look into her medical records. I asked "Where in the policy does it say this?" They couldn't show me. This is an absolutely crazy airline who makes up their own rules as they go along. I will never fly this airline again.
ATLANTA, GEORGIA -- On my flight from Denver to Atlanta, I took along my Mother's Toy Manchester Terrier. I checked her in at the Denver airport in the required kennel and paid her travel fee. When I got to Atlanta I was told to pick her up in an office across from Frontier's ticket counter. Since I was going to take a hotel shuttle bus, I first picked up my luggage, then went to the Frontier ticket counter and found the office. I was shocked to see the kennel with my dog in it OUTSIDE the locked office door. It was left in the public traffic path with NO ONE watching her.
I complained at the ticket counter but they said it was not their responsibility. Evidently the employee responsible for keeping the pets until they were picked up had to leave work for some reason so just put the dog and kennel outside the door and went home! I think I will pick another airline the next time I want to transport a pet!
I had the worse airline experience ever (both on the ground and in the air)! I will NEVER fly Frontier again, and advise everyone else to avoid them as well. After flying them this weekend, I can see why they're are in bankruptcy, teetering on survival. First, they moved the flight times three times in four months, making it difficult to plan when to pull my daughter out of the school early in order to make the initial departure flight.
Second, it really didn't matter what time they said the times were because all four legs were late. The first outbound leg was delayed more than an hour while we sat on an airplane with no air conditioning or ventilation while the captain tried to correctly file the appropriate paperwork for us to depart. The flight crews were surly and clearly could not care less about customer service.
Third, I was hit with surprise baggage fees on the return from Las Vegas. When I booked the trip, I asked three different times if there were any luggage fees so I can compare the flight costs to other airlines like Southwest, and all three times were told there were not any luggage fees. And leaving Chicago, we didn't have to pay anything for our luggage. But in Las Vegas, I was charged $15 for each bag (one for me, and one for my wife), and received a glib response from the attendant that either I pay the fees or just leave my bags behind.
I recently cancelled a ticket and was told I had a year to use the credit. When I recently called to use my $1100+ credit I was told another $100 is required up front to use my credit, and I could only use $500+ which was my ticket's value and not the value I purchased for my son. Many other airlines charge a $100 change fee but will be happy to take it from the credit or monies already paid and allow the full value for the credit card holder, not traveler. However Frontier who has been sitting on my money for five months until I finally can use it, tells me to give them $100 to use my portion of the credit. This cannot be legal! I want my money back please Frontier.