Frontier Airlines Complaint - Trip Protection Plan Provides No Protection At All
I purchased a round trip ticket for my sister in-law using Frontier airlines website and I also brought 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.
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