Frontier Airlines Consumer Reviews - Page 3

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 "€œthe 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 "œI 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.

Today I had the absolute worst experience I have ever encountered in over 40 years of flying. THE WORST. A group of four of us were scheduled to fly from Oklahoma City, OK to Denver, CO on Frontier Flight 188 at 7:00 am on Friday, June 26. We had planned this trip for quite some time and were headed to a family reunion (probably my last chance to see some of my aunts that are still living as they were traveling from other states). I checked us in online the night prior with no problems.

We arrived at the airport before 6:00 am and, having no checked baggage, headed straight to security. We checked the terminal monitors and the flight was showing on time. We waited at the gate and never saw a Frontier employee. When the plane was not being boarded by 6:45, we simply assumed the gate crew was running late. We again checked the monitor and it showed the flight on time.

When 7:00 arrived, we started asking other passengers if they were waiting for the Denver flight. They said no, they were on the Houston flight and they had heard the Denver flight was cancelled. Let me reiterate - WE ONLY HEARD OF THE CANCELLATION FROM OTHER PASSENGERS. The terminal monitors, the gate signage etc all still showed our flight on-time.

So, I immediately headed to the ticket counter. What awaited me there was chaos. I got in a line with approximately 20-25 people at about 7:10 am. Now, keep in mind that had proper notice been given, I would have been at the ticket counter by 6:00 am. Through word of mouth of passengers we learned that apparently a flight destined for Houston was diverted and our plane was given to that group of passengers. I still don't know if that's correct as your Oklahoma City employees never informed us of the reason for the cancellation.

The gentleman working our line was extremely slow. Keep in mind there were only 20-25 people in line, but it took him over FOUR HOURS to get to us. That's correct - FOUR HOURS. So, I'm sure it was obvious we weren't happy. While waiting in line, he was helping another group of passengers (I think he was helping them) and was on the phone. He took the phone receiver and pounded it on the counter several times in obvious anger. I have never seen anything like that in my life. I'm not sure what made him so angry on the phone, but to throw a tantrum like that in front of passengers is beyond belief.

At the two hour point of waiting, I decided I might have better luck just contacting customer service. So, I called your toll-free number. I had over a ten minute wait time on the phone (which is understandable. I'm sure many people were calling with the way we were being treated). When your representative answered, I explained to her what was going on. She said “I can't help you. You'll have to wait until the ticket agent at the counter gets to you.”

So, I asked her could she at least check to see what flight alternatives there might be so I had an idea of what I was facing when I finally did get to the counter. She told me Frontier's flights were booked the rest of the day, but couldn't tell me if there were options on other flights. She again stated I would have to wait for the ticket agent. So, nothing gained there. She wasn't especially rude, just not much help! But, I understand there are protocols and she was merely following them. But, it would make sense to me in the spirit of customer service that your phone reps be given the authority to handle these situations. But, I admit there may be limitations to this of which I'm not aware.

When we finally got to the counter after 11:00, the employee basically snatched my boarding passes out of my hand. No apology. No explanation as to why my flight was cancelled - nothing. I asked him why the cancellation wasn't posted on the terminals or at the gate. His response, or rather his angry snapping, was “I've been here since 5:00 yesterday and didn't have time.” Having had our patience worn thin, we made the comment among ourselves that we should call the news station. So, YOUR employee decided he needed to call Homeland Security to stand at the counter. Really? Because we made a comment in passing about calling the local news???

Now, I will have to say that Homeland Security may have had nothing to do with us, as they never said a word, but it did seem like a rather big coincidence. But, still, no apology and no explanation. I understand that flights can be cancelled, but isn't it logical to post it rather than keeping your customers in the dark? I asked him what my options were. He snapped back “That's what I'm checking, but you won't be flying today.”

At this same time, a pair of middle aged women were waiting for a hotel voucher since they didn't live here in Oklahoma City. He basically tossed the voucher at them. They asked him where did they go. He said downstairs to the shuttles. So, they had to ask which shuttle. What was the hotel where they were going to stay. He snapped at them “Crowne Plaza” in a tone that basically was telling them this was a stupid question.

So, now he was back to us. I told him what the reason for our travel was, and the personal implications of not being able to take the trip. He never even looked up and acknowledged my comment. It was obvious he didn't care. When he FINALLY gave us our options, or really lack thereof, my group and I were discussing what to do.

We were deciding whether to just cancel or not. He butted in and said “So, you want me to cancel?” This was the FIRST time he showed any interest in accommodating us - and that was to simply cancel our business. Having had enough of the treatment he was giving us, we asked to see a supervisor. He snapped back “I AM the supervisor”. That's when I decided my best option was to just cancel and to take his name for reference in this letter. His name is **.

So, now we were going to be refunded. So, I advised him we had a pre-paid rental car, parking costs that were now an unneeded expense etc. I asked him if Frontier would be willing to reimburse any of this since this was not a weather related problem, but rather one of aircraft maintenance (which I still don't know is true since I've yet to be told why my flight was cancelled). He looked at me and said “No.” No explanation. No apology. Nothing yet again. He then ran the refund. He told me “You'll get the refund in six to seven weeks.” I asked why so long?

Our credit card was charged immediately. He said that's the way it is and there's nothing we could do. So, I asked for a printed confirmation of the refund. He just looked at me. I told him I needed a printed confirmation in case there were questions about the cancellation later. He basically just huffed and walked away to the back. He was gone over six minutes (yes, I was timing the situation now since I was in line over four hours).

While he was gone, I mentioned to the representative at the station next to him that she really needed a different supervisor. She commented “We get that a lot. I'm so sorry.” FINALLY AN APOLOGY!! I was shocked! I'm not sharing her name because I don't trust your supervisor to not go after her. That's the attitude he exudes. But, when an employee recognizes that her supervisor is giving inferior service, there's a problem. When ** finally came back, he basically tossed the refund confirmation at me and yelled over my shoulder before I had even stepped away “NEXT!” It was obvious he was done with me. So, I left.

Now, let me add here that at no time in our four hours of waiting was any announcement ever made to the crowd of people why the flight was cancelled, what the staff was doing or anything. The only information that was being shared was word of mouth among passengers. They were capable of making announcements because at one point they did come over the loudspeaker and ask if there was anybody else in line for the flight to Houston. But, never an acknowledgement of any kind about the Denver flight. NEVER.

After Mr. Hobbs had basically dismissed us, my group walked away in rather a state of shock at how we had been treated. I was dumbfounded. Now, I understand things happen. I understand that airplanes are a machine that can have mechanical failures no matter how top-notch the routine maintenance may be. I understand there were a lot of people to accommodate. But, I don't understand the total lack of communication, the failure to notify passengers waiting at the gate that the flight was cancelled, and the absolute rudeness, and actually disdain, with which we were treated by a member of your management.

When I arrived back home, I called your customer relations department and spoke with **. I explained all of this to ** and she did exactly what I would expect. She genuinely apologized. She explained the six to seven weeks for the refund was not Frontier. They would process within 7-10 days, but it may take our credit card one or two billing cycles to post it. A perfectly reasonable explanation. She acknowledged my disappointment that our family plans had to be cancelled. And she offered in way of compensation a $25 voucher for each of us because of the way we were treated.

I didn't expect compensation (because in all honesty I'm not sure I'd be willing to risk travel plans with Frontier again), but she did make me feel like I was a valued customer and that she wanted to provide me with service. I'm thinking perhaps ** should be a supervisor and ** should be a person behind the scenes where he never comes in contact with the public.

Again, I want to reiterate to you that my complaint is not in the fact that our flight was cancelled (although it would be nice to know why). I know these things happen and your staff had no control over it. But, the lack of communication, the excessive wait in line and the way we were treated once we reached the counter were ALL within ** control, and he took no positive action on any of these. In fact, he was more of a hindrance to your airline's reputation than a help.

CONNECTICUT -- When you want to start the service they will charge you 85$ for signing in and about 15$ for sending you a router (when the technician can bring it with him).
When you want to disconnect be mindful that they will charge you full billing cycle you're in (no refunds) and 10$ disconnect fee.
Total of wasted money: 85+15+38+10=148$

ST. PETERSBURG, FLORIDA -- This company not only overcharged my 84 year old mother over a year (they admitted it and credited her), but they continue to provide the worst customer service after many problems. We still have many. She believes they are punishing her. I'm beginning believing this too. We've had nothing but problems since. I think they are crooks as all cable companies are. It's time to cut the cord. They can no longer control what we watch. We have too many other options. Say goodbye Frontier and all you other cable companies.

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.

DALLAS, TEXAS -- Frontier's director of IT should be fired for neglect. I am now in the process of looking for a new internet provider.

PENNSYLVANIA -- We don't have any choice where we live, we ONLY have Frontier. They have a monopoly and charge whatever they want.

PRINCETON, INDIANA -- I called the 800 number on a flier advertising Frontier Internet service with Dish Network TV package. After over 2 hours on the phone, they finally had me signed up for DSL Internet service, but were unable to process my request for Dish after being put on hold and transferred many, many times. They told me my modem would arrive in the mail in a week, and I could self install it.

A week later I get a phone call from a technician who claims there is a problem with the installations in my area, and there will be a delay of a week or until the end of summer. 2 weeks in, I finally receive my modem. I follow the instructions, but it will not connect. I call the customer service number (which is a harrowing wait time every time) the guy tells me he is going to send out a technician there is a problem with my lines.

As my laptop sits open after the call, I notice it advances to a new screen on its own. So I call customer service back again, and this person who answers informs me the service ticket was canceled, but he sees no reason he can't help me get it set up. A half an hour later, my Internet is up and running. So the service technician they were going to send and charge me for was unnecessary.

Not 2 days later, all of a sudden my Internet shuts off for no reason. I follow all the useless instructions, call customer service again, wait 20 minutes for a live person to answer... She informs me I will have to wait FIVE MORE DAYS for a service technician to come and repair the line that may or may not even be messed up. I am calling as soon as I get finished typing this to sign up with another provider. This is the most horrible service experience I've ever had with any company.

DENVER, COLORADO -- We were flying from Nashville through Denver to Las Vegas in mid-April 2013. There was a blizzard forecast for the day we were flying out. Frontier noted on their website that if we were flying through Denver that day, we could change our flight w/o any fees. The agent on the phone was phenomenal. She even let us change our return date by one day also so we wouldn't lose a day of vacation. Flights out were great, ran on time, treated well. Then on the day of our return flight, it was another snowy bad weather day in Denver.

Again, Frontier was phenomenal. They loaded us on the plane then the one hour delay at Denver came through and they allowed us to get off and sit in the gate area for that hour (leaving items in overhead bin). We reloaded an hour later and taxied out. Then came another one hour delay from Denver. So we sat on tarmac for close to one hour. Frontier has TV's with 25 channels on each seat back and their policy is if there's a delay you get the TV for free!

So we enjoyed live TV. Then came the 2 hour delay from Denver, so they took us back to terminal gate area (didn't hold us on the plane any further) and told us to take all our belongings this time. They efficiently worked at the gate area to find other flights for those who were only changing planes in Denver. We were called up within 5 minutes and given seats on USAirways changing planes in Charlotte. No more worry about the weather in Denver!!! Also great treatment on USAir. During all this time and for the rest of our itinerary that day, Frontier kept sending me nice little email notices about the delays and about my new itinerary.

When we arrived in Charlotte and I turned my phone back on, there was another reminder from Frontier about my next flight from Charlotte to Nashville with flight number and gate number. I thought that was phenomenal treatment, in this age of smart phones, to keep me posted all day. I am highly pleased with the way they took care of us and will definitely fly Frontier again if possible.