ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/9/2024 I was attempting to book flights from ****** to ********* using both the Frontier Website as well as Application. I had tried unsuccessfully to book these same flights for multiple days. For this flight purchase I was attempting to use my earned miles and could see the price of 9999 miles per person for both direct flights. Since I couldn't complete any purchae using miles I contacted them by phone.Over the phone I was told the price of 9999 miles from Den to CLT would be honored, but that the return flight was *****. I explained that I could actively see the price as 9999 miles on the website and took screenshots while on the phone.The phone agent could only approve up to 2500 per personrefund but then couldn't get the return to process. I was told to complete the purchase now before the flight fills up, then reach out to the complaint department with my dispute to get a resolution for the billing.After contacting the complaint department they initially refused any resolution in miles but offered a $50 gift card. I attempted multiple times to resolve this with customer service when they finally offer of a 2500 per person miles reimbursement. This is still 10k miles per person more than advertised cost on the website.Customer service **** indicated prices may vary from the site to the agent. While I understand those costs could be different, it should be matched when Frontier acknowledged they knew I couldn't actually book the flights online that I wanted as it was blocked.I believe this to be deceptive advertising regarding pricing offered with no possible means of purchase. Frontier acknowledged I could not purchase the tickets myself online, then proceeded to charge me more than double with no other resolution. I attempted multiple times to resolve this with Frontier with no acceptable resolution found.Frontier should have honored the ************************************************** the equivalent miles at the customer service level.

  Business response

  11/13/2024

  Dear *******. 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond to the unfortunate experience you had booking your flights from ****** to *********, a process that we're so sorry you had to encounter difficulties processing the miles as payment, your feedback is highly important to us and we'll take it to improve everyone's experiences in the future. 
  
  At Frontier, our commitment is to helping our passengers in the best way we can, and we would like to inform you that we have performed research on your booking XXXXXX records, as a result, along with your description of the experience and the offers you got from the previous specialists, we have taken immediate action and as a gesture of goodwill in the form o a one-time exception, we added the amount of XXXX miles to each passenger account, please note the process is not a price adjustment.  
  
  You can follow these simple steps to redeem your miles:  
  
  1. Visit ******************************* and select your flight.  
  2. When looking for flights, search by "miles" (instead of dollars). This will also show how many miles are needed for your desired trip. View our redemption levels for more information.  
  3. If you have enough FRONTIER Miles for your flight(s) you can continue your booking!  
  Keep in mind, taxes & fees and a redemption fee (don't worry there are ways to avoid this fee) will be added.  
  4. Finish your booking. Remember, if you have Elite Status, you get a carry-on and seat assignment for free!  
  These are redeemable miles and will not qualify towards Elite Status. 
  Miles will forfeit after 12 months of no activity on your account.  
  Using miles for ancillary items like bags and seats or other amenities is not currently an option.  
  Flights paid with miles will not count towards accumulating more miles. 
  A security tax paid by card is required when purchasing award bookings. 
  
  Once again, we're so sorry for the inconvenience this may have caused and of course, if there's anything else we can assist with, feel free to reach out at any time.  
  
  Sincerely.
  

  Customer Relations Specialist
  **********************

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The incident occurred on Nov 9th, at gate A56 for flight 1787, confirmation number VC7QNS. My wife, 3 year old daughter, infant son, and I boarded the plane almost last. While we were about to board the Black lady by the gate came across the room to only have a couple of groups check their bag sizes. The majority of the people boarding, including the people behind us were not asked to do that. We also weren't asked on our connecting flight from **. I also was not informed of the amount of the charge until after the lady scanned my card. $267 dollars were taken from my family on an inconsistent and targeted action. I would like a refund.

  Business response

  11/13/2024

  Dear *******.
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We do apologize for the inconvenience you experienced where your flight was delayed, It is never our intention to disrupt into our customers flights, just keep in mind that there are some scenarios that are not in our hands. 
   
  In regards to your refund, let me inform you that your refund request has been approved. We have refunded the total amount of $XXX.**. to your MasterCard ending in XXXX. Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
   
  If you have not received the funds yet please contact the third party who you booked the reservation with directly because we already issue the funds. 
  
  If you have any other question please do not hesitate to reach out to us or our chat and social media support: *******************************************************************************;
   
  Kindly, 
   
  Customer Relations Specialist. 
  **********************.
  ************************************************ 

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Frontier of ******, ** put another passengers tag on my car seat. So when I got to *********, ** airport I didnt have a car seat. It was lost in ******. My husband had to leave me and my kids at the airport to buy another car seat, as no one was working at Frontier desk to help us. I filed a claim for a refund for the car seat I had to buy. I provided documentation of the receipt that I purchased it. Ive chatted with more than 20 agents and no one will help me get a refund. It keeps saying delayed. They transfer me to a baggage office on the chat, but no one ever comes on to chat with me and it says its disconnected. I spoke with someone on the phone with frontier and they told me to reply to an email that I received my other car seat they lost in the mail so the refund process can get started. Theres no email to reply to that *** received. I asked to speak with an actual person in baggage claims and they said theres no direct line, that I have to email but theres no one to email!!! I just want my refund for the hassle I had to go through of THEM losing my bag.

  Business response

  11/07/2024

  Hello Makaley,
  
  We have received your email correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to us regarding your experience while traveling from ********* to ********* with a connecting segment in ****** on October 11, 2024. We sincerely apologize for the inconvenience and frustration you encountered during your journey.
  
  We understand how important it is to have your belongings, especially when traveling with children, and we are sorry for the confusion caused by the mislabeling of your car seat. In reviewing your claim TYSF952182029 we can see, the car seat was located in ********* and was successfully delivered via ***** on October 18, 2024.
  
  As the car seat was found and returned, we regret to inform you that we are unable to process your request for reimbursement for the additional car seat you had to purchase. We understand that this may be disappointing, and we apologize for any frustration this has caused.
  
  You may review our Contract of Carriage at the link below, for references:
  ************************************************************************;
  
  We also recognize the challenges you faced in trying to communicate with our customer service team. Your feedback regarding the difficulties in reaching a representative and the delays in processing your claim is invaluable, and we will use it to improve our communication channels moving forward.
  
  We strive to provide efficient and supportive assistance to all our passengers, and I regret that we fell short of your expectations in this instance. 
  
  As of May 1, 2024, passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.
  
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below.  
  Customer Support | ******************************************************************************* 
   
  As a one-time exception, we would also like to offer you a choice between XXXX miles or a $XXXX voucher, valid for 90 days. 
  
  * If miles are chosen: We can see that you're one of our members. We'd like to offer you XXXX redeemable miles so you can use them for future flights with us. If the other passengers would like to receive miles will need to create an account with us.
  
  In order for us to award the miles, we will need you to create an account with us by clicking on the "Sign up today" button. Once you have created the account, please provide us with the following information: 
    
  - Member's account number 
  - Account first and last name 
  - Account phone number 
  - Account address 
  - Account email 
  
  We appreciate your understanding and patience as we work to enhance our services.
  
  Best regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  11/07/2024

   
  Complaint: 22524195
  
  I am rejecting this response because:
  
  Its not my fault that YOUR employee put the wrong tag on my luggage which caused it to be lost. Its not my responsibility to pay for the car seat that I never shouldve had to buy and cant return because I had to use it for 2 weeks until my other one was found. I want my refund of $125 that Ive been told I would receive!!!!!!
  
  Sincerely,
  
  Makaley ********

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Federal law states that if my flight is delayed 3 hours or more we are entitled to a full refund. It was delayed because a "flight crew regulations" Because of the delayed flight I had to get new tickets and pay more money for a new flight without a refund.

  Business response

  11/07/2024

  Dear *******, 
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns. 
  
  Delays can be stressful and are never desirable, we are sorry to know that the flight delay resulted in additional expenses for you and a refund for the delayed flight was never give, please accept my most sincere apology on behalf of Frontier airlines for all the disruptions this issue might have caused you. 
  
  We received your refund request, unfortunately, we are unable to manually process the refund of the unused portion of your flight because your flight delay was 2 hours and 53 minutes, the 3 hours delay was not reached, additionally, since you did not board the flight, you were flagged as missing it making you ineligible for a refund. 
  
  When a passenger misses a flight, the value of the ticket is forfeited, and a new flight must be purchased. 
  This policy applies to all issued tickets. 
  For more information, please look for Section 10.F of Contract of Carriage found on the website 
  ************************************************************************;
   ******************************************************************************* (4).pdf 
  
  I will send the refund request to our revenue department, but I cannot guarantee that a refund will be granted for the reason mentioned above. 
  
  If our revenue department grants the refund, please be advised that this procedure will take 7 business days to complete, after we complete the refund, the bank will take a few days to post the funds to your account, once your refund request has been approved, we will refund the amount of $xxxx to the Card ending in xxxx. 
  
  Our main objective is to continue providing excellent customer service, although some circumstances involving flight cancellations and delays are within our control, while others are not. 
  
  For controllable events we offer re-accommodation on the next available Frontier flight, alternatively, if your flight is canceled or delayed in excess of 3 hours for domestic flights, 6 hours for international flights; we'll provide you, upon request, a full refund of any unused portion of your ticket, or a full credit valid for 5 years. 
  You also have the following options for re-accommodation to your destination or a sister-city: 
  -Move flight for no charge up to 5 days out. 
  -Move unaffected flight no charge up to 5 days out from the original return date. 
  -Move flights outside 5 days, waive change fee, but fare difference applies. 
  -If the affected passenger wishes to travel from different cities, we can process an exchange, waive the change fee, but fare difference applies.  
  
  For more information about our customer service plan please click on the following link 
  ******************************************************************** (Bullet number 12). 
  
  Thank you for reaching out to us regarding your flight, We hope to serve your travel needs under better circumstances in the future 

   Sincerely, 
  . 
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint due to issues with my roundtrip reservation and the lack of a reasonable solution after the return flight was removed from my booking.On August 24, 2024, I purchased a roundtrip ticket from ************ (PHL) to ******* (ORD) and back, paying $101.96. The night before my scheduled departure, I contacted Frontier via online chat because I couldnt see my return flight from *** to ***. During this chat, I was initially informed that my reservation was for a one-way ticket only. After providing proof of my roundtrip purchase, Frontier acknowledged the return flight but informed me it was no longer active in their system.Frontier offered to rebook the return flight but quoted a fee more than double my original roundtrip fare. Since I had not canceled the flight, I found this charge unreasonable. I requested either the reinstatement of the return flight without additional cost or the option to cancel the booking if they could not provide the service as initially planned. Unfortunately, neither request was accepted.I am aware of airline cancellation policies, but they do not apply here, as I did not cancel my reservation. Additionally, no reasonable option was provided to allow me to complete my trip. Since I was unable to use the service as purchased, I am now requesting a refund of $101.96.

  Business response

  11/07/2024

  Dear Princess,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I understand that you purchased a roundtrip on August 24th from ************ to ******* and back with a total of $XXXXX. I understand that night prior departure, you contacted Frontier Airlines via chat since you were unable to see the return flight and you were informed at first that it was one way, however, then you were told that the return flight was no longer available and offered to rebook with change fees. I understand how concerning this situation might be for you and you'd like to receive a refund. 
  
  With the details provided, I was able to locate the reservation #XXXXXX. I see that on August 29th, you accessed to the website with your account and cancelled the return flight at 11:09:09PM. This is considered a voluntary cancellation on which a refund is not applicable nor a reinstatement of a past flight. See our cancellation policy here: ********************************************************************************;
  
  Then I see that you contacted us on August 29th at 11:50PM to request a change on the outbound flight, however, you were informed about fare price differences and change fees and no further action was made by the agent as you decided not to continue with the change. Change policies can be seen here: ******************************************************************************;
  
  On August 30th, you contacted us informing that the outbound flight was missed since you had a funeral to attend to on which documents were requested, but they were not submitted with our team. Frontier will allow you to submit proper documentation for emergency events to apply only for a full credit on a cancellation. Note that for these types of scenarios, death certificate or letter from funeral director on funeral home letterhead is required. Without this documentation, a refund is unable to be honored. 
  
  Since the outbound flight was also not boarded, a no show tag was added on which our Contract of Carriage states the following:
  
  "Failure to Check In or Appear - The passenger fails to check-in for their flight within the required times or appear for boarding of that flight within the required times. (The ticket will be deemed to be a NoShow Cancellation and canceled.)" 
  
  Also, I noticed that on 10/8/2024 a chargeback was submitted with your bank which cancels your refund request with Frontier Airlines. The bank chargeback is a 90-day process after we receive the request from your bank.
  
  At this time, all questions related to the Frontier Airlines purchase should be directed to your bank. Your bank will notify Frontier Airlines of the decision regarding the chargeback request you made. Take into consideration: If you bypassed the refund request option and directly filed a chargeback, a 50% punitive fee will be assessed from the refund amount. This action will only occur after the 90-day chargeback cycle has completed.
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 6th, confirmation number YHGIVD and August 24th, confirmation number M9JT5V. Flight was cancelled several times due to mechanical issues. My husband ended up picking me up from *************, ******* to *********, ******* in order to get me home. I am asking for a full refund of ******, Thank you in advance. ******** L. ******

  Business response

  11/07/2024

  Hello ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We're sorry to hear that your flight #**** from *******, **, to *******, **, on August 18th, 2024, has already been delayed and then cancelled due to operational reasons, that the service provided was not what you expected, and you had to incur extra expenses.
  
  Please know that this is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.
  Due to our policies, when a flight has a cancellation, diversion, or delay of more than 3 hours, passengers have the option to get a refund or travel credit for their flight or change to the next available flight. 
  
  We reviewed your reservation (XXXXXX), and our records show that you got an email about the options you had due to the cancellation; you had the option to cancel and get a full refund or travel credit toward your flight or change to the next available flight. 
  
  We see that you did not manage those options, and the booking was marked as no show, which means the ticket value was forfeited. Do not be concerned; we have already requested a full refund for it because it was cancelled by us before you decided not to show up. 
  
  As the ****************************** we have approved the refund for your booking, XXXXXX. We request the amount of $XXXX USD be refunded to the **** Card, ending in XXXX with an expiration date of 11/27. However, this process is being managed by another department; please be aware that they will send you an email when the process is complete.
   
  Customer service legal site states that if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Although the flight was cancelled, you decided already got a full refund for it.
  
  More information about controllable and uncontrollable delays, diversions, or cancellations can be found at the following link in Section 12: ************************************************************************************;
  
  You can visit the official DOT website, which states: Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
  
  We see you have a $XXXX travel voucher that would be valid for 90 days and could be used for a future flight with us. Please keep in mind that the vouchers only cover the base fare and do not cover fees or taxes.
  
  Voucher number: XXXXXXXXXXXXXXXXXX
  Name: ******** ******
  Amount: $XXXX USD
  Expiration date: November 16th, 2024
  
  Just follow these simple steps to redeem voucher:
   
  1. Visit ******************************* and select your flight.
   
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
  Regarding this booking, XXXXXX our records indicate it was created on August 20th at 9:46 am, and then voluntary cancelled through our website on August 22nd, 2024. The cancellation was not made within 24 hours and within 7 days or more prior to departure, which is why, when the flight was canceled, there was a cancellation fee of $99.00 USD per flight and per passenger, plus some taxes that were taken from the value of your ticket, and the rest was given back to you as a $XXXX USD travel credit that is valid for a year.
  
  To redeem your $XXXX USD travel credit:
  
  -Go to *******************************
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
  -Enter confirmation code:(XXXXXX)
  -Enter email address: XXXXXXXXXXX
  
  If applicable, a credit card will be required for any residual value.
  
  We respect your request for a refund. However, we cannot honor it because your reservation was cancelled outside of Frontier's policies.
  
  We aim to be transparent with our customers regarding this information, and you can find our Contract of Carriage posted on our website at the below link.
  *******************************************************************
  
  However, we want you to be at ease when you choose us for your travel needs. Our top priority is to guarantee you have a safe, healthy, and enjoyable flying experience, which is why we have granted you the rest of the amount you paid for your booking as a $XXXX travel voucher valid for 90 days as a one-time exception and as a customer service gesture. As a friendly reminder, the voucher created by Customer Relation will cover the base fare as well as fees and taxes. 
  
  Voucher number: XXXXXXXXXXXXXXXXXX
  Name: ******** ******
  Amount: $XXXX USD
  Expiration date: February 3rd, 2025
  
  Just follow these simple steps to redeem voucher:
  
  1. Visit ******************************* and select your flight.
  
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
  A few more things to know about the voucher:
  
  Its not redeemable for cash.
  Its valid for 90 days from the date of issue and may not be extended.
  It may not cover the entire value of the purchase.
  It may be used only once, so there will be no remaining value after redemption.
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. The name on the new reservation must match the old reservation exactly.
  
  While we no longer have a dedicated phone line, our chat support is available 24/7. Additionally, customers can reach us via social media, ********, and email. More information regarding our customer support options is available on our website at the link below. Customer Support | ******************************************************************************* 
  
  We hope that this explanation helps to clarify the situation and that you will continue to choose our airline for your future travel needs.
  
  Kind Regards,
   
   Customer Relations Specialist
   **********************

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm simply seeking a refund for a one-way ticket purchased that wasn't used one the 23rd. When I ended up flying out on the 24th instead. This ticket was never used and I'm simply seeking a refund of a credit to be applied to a future trip since this ticket was never used. Thanks.

  Business response

  11/07/2024

  Dear *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I understand your frustration regarding the unused one-way ticket purchased for your intended flight F9-3211 from ****** to *********** on Oct 23rd. I understand you have to fly out on the 24th instead, resulting in the ticket going unused. I'm happy to check your booking and the options available for you.
  
  Regarding your refund request, respectfully,  according to the information I have, the flight was not boarded and was tagged as a no-show. The regulation for providing refunds for non-refundable fares has not changed and Frontier continues to comply with the ***'s rules regarding refunds. The regulation states that if an airline cancels a scheduled passengers flight, the airline is responsible for providing a timely refund at the customers request. Regrettably, we must inform you that your reservation does not apply for a refund or credit since the flight was performed without any incident. 
   
  Remember, passengers are to comply with our Airport Timeline which is the following: 
   
  -2 hours before the flight: ARRIVE AT THE AIRPORT 
  -60 minutes before the flight: BE CHECKED IN WITH BOARDING PASS 
  -20 minutes before the flight: BE AT YOUR GATE 
  -15 minutes before the flight: DOORS CLOSE 
  
  Also, according to our Contract of Carriage page 11 section 10, which passengers agree upon when booking, the following is stated: 
   
    Airport Check-In - It is the passenger's responsibility to arrive at the airport, taking into consideration travel time both to and within the applicable airport, including processing through the security checkpoint with enough time to complete check-in and security screening processes. 
   
    Failure to Check In or Appear - If a passenger fails to check in or board the flight within the required time, the ticket will be deemed to be a No-Show Cancellation and canceled. All subsequent flights, including return flights, on the itinerary will also be treated as No-Show Cancellations. 
   
    Imposition of a **************************** Charge A **************************** Charge will apply with respect to the ticket (or the segment for which the No-Show Cancellation applies) in the amount of the fare plus all ancillary purchases plus all government-imposed charges, taxes and fees and certain carrier charges attributable to the fare and ancillary purchases. 
   
  Along with this, we are unable to honor your refund or credit request because the flight has been marked as a no-show.  
   
  (See section 29, page 21. ) ******************************************************************* .  
   
  Thank you for choosing Frontier, we appreciate your preference with us.
  
  Our best Regards, 
    
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a claim against Frontier Airlines regarding a missed connection due to a delay and the airlines refusal to assist me despite multiple requests. Below are the details of my flight and the issue:Flight from ******, ** to ******, **: [4463, 09/14/2024, 7:02 PM]Connecting flight from ******, ** to *******, **: [3467, 09/14/2024, 9:30 PM]My flight from ****** to ****** was delayed, and I raised concerns with the Frontier staff at ************** about the likelihood of missing my connecting flight due to a layover of just one hour. Given the delay, I requested to be rebooked on a direct flight to *******, explaining the urgency of the situation as my aunt had passed away and I needed to arrive in ******* that night for my aunt's funeral services, scheduled for the following morning. Despite my repeated requests and the severity of the situation, the Frontier agents assured me that I would make my connection and refused to accommodate my request for rebooking.During the flight, I asked the crew to inform the gate agents in ****** of the delay and to hold my connecting flight to *******. Again, my requests were denied. Ultimately, my flight from ****** landed in ****** just two minutes after the gate had closed for my connecting flight. As a result, I missed the flight, which caused significant emotional distress and inconvenience. Due to this, I had to purchase some items from the airport to spend the night in a hotel as I had no toiletries or items with me to spend the night somewhere as I was supposed to reach ******* that night itself. Please let me know the appropriate steps to pursue this matter and secure compensation both for the distress endured and the additional expenses.

  Business response

  11/07/2024

  Hello *****, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We're sorry to hear that your flight #**** from ******/Ft. *****, **, to ******, **, has already been delayed due to operational reasons, which caused you many inconveniences and missed connection of your flight #**** from ******, **, to *******, **, which caused you to miss your aunt's funeral services as well as that the service provided was not what you expected, and you had to incur additional expenses. Please know that this is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.
  
  We truly value and appreciate customers like you who take the time to contact us so we would like to thank you for sharing your dissatisfaction.
  
  We recognize that our customers deserve to be treated in the best way possible, with respect and kindness. Please accept our apologies for the experience you had at ******/Ft. *****, **, ***************. We are very sorry to hear you're not satisfied with our service at the moment. Your opinion is extremely important to us. We'll start working on ways to improve our service right away.
  
  Due to our policies, when a flight has a cancellation, diversion, or delay of more than 3 hours, passengers have the option to get a refund or travel credit for their flight or change to the next available flight. 
  
  We reviewed your reservation (XXXXXX), and our records show you got a hotel room, as well as a $15 and a $10 instant payout due to your flight #**** from ******/Ft. *****, **, to ******, **, was delayed, and it caused your misconnection. Due to that, you also received an email about the options you had due to the misconnection; you had the option to cancel and get a full refund or travel credit toward your flight or change to the next available flight. We see that you decided to rebook it for the next day, boarded, and completed the trip.
  
  Customer service legal site states that if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Although the flight was affected by misconnection, you decided to rebook and could complete your trip.
   
  More information about controllable and uncontrollable delays, diversions, or cancellations can be found at the following link in Section 12: ************************************************************************************;
  
  You can visit the official DOT website, which states: Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
  
  However, our records indicate you were assisted by an agent who, as a one-time exception and as a customer service gesture, granted you a check for $XXXX to ***** **** at XXXXXXXXXXXXXXXXXXX. Your check is currently being mailed to you as we speak. We will usually give a time frame of 4-6 weeks from the time the check has begun to be processed. 
  
  We see the agent also granted you a $XXXX travel voucher valid for 6 months that can be used for a future flight. It does not mean you have to travel during those days; it means you have to make the purchase during those days. As a friendly reminder, its cover base fare as well as fees and taxes. 
  
  Voucher number: XXXXXXXXXXXXXXXXXX
  Name: ***** ****
  Amount: $XXXX USD
  Expiration date: April 22nd, 2025
  
  Just follow these simple steps to redeem voucher:
  
  1. Visit **************************************** and select your flight.
  
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
  A few more things to know about the voucher:
  
  Its not redeemable for cash.
  Its valid for 6 months from the date of issue and may not be extended.
  It may not cover the entire value of the purchase.
  It may be used only once, so there will be no remaining value after redemption.
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. The name on the new reservation must match the old reservation exactly.
  
  While we no longer have a dedicated phone line, our chat support is available 24/7. Additionally, customers can reach us via social media, ********, and email. More information regarding our customer support options is available on our website at the link below. Customer Support | ******************************************************************************* 
  
  We hope that this explanation helps to clarify the situation and that you will continue to choose our airline for your future travel needs.
  
  Kind Regards,
   
   Customer Relations Specialist
   **********************

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint Regarding Incorrect Flight Reservations and Billing Issues Dear [Airline Customer Service/Appropriate Contact],On February 13, 2024, I made a reservation through Frontier Airlines website for a round-trip flight from *********, **************, to ************, ************, scheduled for February 28 to March 3, 2024. However, upon reviewing my reservation on February 25, 2024, I noticed errors in the flight details.I immediately attempted to contact Frontier Airlines but was directed to use the Chat feature instead of speaking with a live representative. Through the Chat, I was advised to use the Frontier App to make changes. Unfortunately, the app was unresponsive, displaying glitches and incorrectly charging my account each time I tried to correct the flight details and seating *************** response, I reached out to ********* to explain the situation and discuss these erroneous charges. The representative advised me to wait ten days for the charges to appear on my statement so that I could address them. Despite this, each subsequent attempt to correct the itinerary through the Chat and app resulted in different charges for flights and baggage, further compounding the issue.I also attempted to text the support number provided, but I received no response. I later followed up with Frontier to report the problem, as instructed. After my March 13, 2024 statement was available, I contacted ******** again to formally dispute the charges. I spoke with ******* on March 22, who took down my dispute details and assured me it would be investigated.While my account was temporarily credited $314, $462, and $657, these charges were later reapplied by the merchant, citing "No show" fees despite the documented issues I encountered in attempting to correct the reservation.

  Business response

  11/07/2024

  *********, 
  
   We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Upon checking, your flight from ********* - ************ on February 28th was boarded and completed. As well, your returning flight from ************ to ********** 
  
  We must kindly inform that under DOT regulations, refunds are generally applicable when a service is not used in its entirety. However, since you completed the journey, additional compensation cannot be given. 
  
  At Frontier Airlines, we adhere to specific guidelines regarding refunds, particularly in cases of flight disruptions. According to our policy, we can provide a full refund for any unused portion of your ticket if you were unable to board the flight due to a disruption.
  
  I regret to inform you that once a flight has been boarded and utilized, we are unable to process a refund for that portion of your travel. This policy ensures consistency and fairness in our refund procedures.
  
  For further details regarding our policies, including the terms outlined in our Contract of Carriage, please visit the following link: ************************************************************************;
  We understand that this might not be the answer you were looking for, but we attached to  our policies to be fair with our passengers. If there is any further questions, we would be more than glad to assist you! 
   
  Best regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/31/24 my flight from ******* to ******* . I have been forces to paid for my back pack carry on at the boarding gate. They forces me to paid for my carry on . If I don't paid I can not boarding the plane. They was overcharge my carry on . It's supposed to be 69.dollar But they was charging me for 99 dollar . I don't have no choice at that time than have to paid for it. I feel very humiliated and discriminate against my customer right. I need you help to file judgment and see justice. Thank you for your time and help . God Bless

  Business response

  11/07/2024

  Hello *****,  
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
    
  Thank you for reaching out to us regarding your recent experience with us on your flight F9-2636 from ************** to ******* on Oct 31st, 2024. We understand you were asked to pay a $99 fee for your carry-on at the boarding gate, we do apologize for the inconvenience you found especially when the amount charged exceeded what was initially communicated.
  
  We sincerely apologize for the inconvenience caused during your recent trip and understand how it may have impacted your overall experience. Your feedback regarding the miscommunication about the bag price is invaluable to us, and we will ensure that this issue is addressed promptly. Rest assured, we are committed to improving our services to prevent similar incidents in the future. 
   
  After conducting a thorough investigation, I regret to inform you that there is no record of a carry-on bag being added to your booking. It is important to note that the prices for adding a bag may vary depending on factors such as flight availability and the timing of your purchase. In this case, the price for adding a carry-on bag at the airport is $99.00.
  
  Regarding your refund request, kindly, let me explain to you that your ticket includes a personal item, with a maximum size of 14"H x 18" W x 8"D including handles, wheels, and straps. The size of your personal item will be checked during boarding. Bag sizer containers are available to ensure accurate measurements, and your personal item or carry-on bag must fit within these sizers with no difficulty. Any item exceeding these limits may be subject to an additional charge.   
   
  You can also read more about our bag's terms and conditions here: **********************************************************************************;
    
  Respectfully, I would like to mention that bags are checked by our airport agents who are trained to check if the bags are under the required measures using the sizers. In fairness to all customers, the collection of fees is deferred to the discretion of the airport personnel who were present. Please keep in mind that the additional services are non-refundable. ****************************************************************; So, we are not able to honor your refund request. 
   
  In recognition of the difficulties you faced, I would like to offer you XXXX redeemable miles or a $XXXX voucher as a one-time exception. Please know that this gesture is meant to convey our sincere apologies and our commitment to making amends for the inconvenience and stress you endured.  For us to award the miles, we will need you to create an account with us by clicking on the "Sign up today" button.  
   
  After clicking on sign up, fill out all the spaces under "Member info" and "Contact info" with your personal information as it is on your ID so everything matches when traveling. After you've filled out all the spaces, click on Join now and your account will be created. Once you've completed the steps please get back to us and provide us with the following information:  
  
  -Member's account number:  
  -Account first and last name:  
  -Account phone number:  
  -Account address:  
  -Account email:  
  
  If you choose the voucher please note that it will be valid for 90 days but you can book a flight beyond those days and you can use it for new bookings or additional services with us. 
  
  I'll be waiting for your response *****, thank you so much for choosing us. 
  
  Our best Regards, 
    
  Customer Relations Specialist. 
  **********************. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩