Frontier Airlines - Horrible Customer Service - BEWARE

Complaint

Review by lvthegym on 2012-11-21

Rating:

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 who's 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 their 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 with-in 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.