ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a flight with frontier airlines and paid for their business bundle which included an upfront seat with extra legroom. However when I checked in for my flight, there were no upfront seats available. Frontier airlines is selling these bundles without actually having enough seats available. When I called to complain I was told that the seat wasnt guaranteed and they would not give me my money back. This is a deceptive business model. I wouldve booked with another airline to guarantee a business seat. No where did it indicate that the purchasing of this package may not guarantee an upgraded seat. I tried calling to resolve it and after 30 minutes on the phone was told I could not get a refund of any sort but they would put me on a seat further back with an open middle seat. I paid ****** points and $124.60 extra for the bundle

  Business response

  11/07/2024

  Dear *****, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.  
  
   We deeply apologize for any inconvenience or frustration caused by the situation you encountered when checking in for your flight. 
   
  We understand your disappointment in not being able to secure the upfront seat with extra legroom that you had paid which was $XXXX for the bundle and taxes applied by the government and XXXX miles for the flight. 
   
  We are truly sorry that you were informed that the upfront seat was not given and that you were not offered a refund when calling to address the issue.  
  
  After, looking here at the information of the bundle please let me mention that the seat selection will be based in the availability of the seats, looking here on the booking the seats are already take so we cannot change the seat selection as you requested. 
  
  More information here: **********************************************************************************;
  
  Please let me mention that all reservations are non-refundable, except that refunds are allowed for reservations made 7 days (168 hours) or more prior to departure and provided that a refund request is made within 24 hours of initial reservation.   
  
  Source: **************************************************************************************;
  
  To make amends for the inconveniences you encountered we can provide XXXX redeemable miles as a gesture of goodwill. We hope this helps to offset some of the discomfort and provides you with a better experience on your future travels. 
  
  In order to process this compensation, please provide the following information: 
  Account First and Last Name: 
  Account Phone Number: 
  Account Address: 
  Account Email: 
   
  Once again, we apologize for the inconvenience you experienced and thank you for bringing this matter 

  Best regards, 
  
  Customer Relations Specialist 
  **********************. 

• Initial Complaint

  11/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to book travel with my voucher for the past two weeks, but I keep getting error messages. Now my voucher has expired, which is unacceptable. As a long-standing elite member, I expect my voucher to be reissued. I have been loyal to Frontier Airlines, but this situation shows no reciprocity. I was advised to clear my cookies and use a different browser, but nothing worked. When I asked for assistance, I was told I would be charged, which is completely unjust. I was held back from making the reservation and using on time because of the error. I attached screenshots of the websites daily error messages

  Business response

  11/07/2024

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. Regarding the difficulties you have encountered while trying to book travel with your voucher. I sincerely apologize for the frustration and inconvenience this situation has caused, especially as a long-standing elite member of Frontier Airlines.
  
  I understand how disappointing it must be to have your voucher expire after encountering persistent error messages during the booking process. It is unacceptable that you were unable to utilize your voucher due to these technical issues, and I appreciate your loyalty to our airline. I regret that the advice to clear your cookies and use a different browser did not resolve the problem, and I am truly sorry to hear that you were informed you would be charged for assistance. This is not the level of service we aim to provide, and I understand your concerns regarding reciprocity for your loyalty.
  
  To address this matter, I escalated your case to our management team and request that your voucher be checked. I appreciate you providing screenshots of the error messages, as this information will help us investigate the issue further. Your recent inquiry about using your voucher for a Discount Den fare. I want to clarify that, unfortunately, we are unable to honor Discount Den fares when paying with a voucher as the payment method.
  
  However, you can still use your voucher to pay for a standard fare. I can confirm that your XXXX voucher is still available and will expire on XXXX. You do not have to fly before that day, but you must book your travel before the voucher expires. Details and instructions about how to redeem the voucher are below.
  
  Voucher #XXXXX
  Passenger Name: ****** ****
  Value:XXXX
  Exp:XXXX
  
  Voucher #XXXX
  Passenger Name: ****** ********
  Value:XXXXX
  Exp: XXXX
  
  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.
  Its not redeemable for cash.
  It must be booked within 90 days from date of issue.
  Note: There are no restrictions on travel date.
  Its one-time use, meaning there will be no remaining value after redemption.
  It may not cover the entire value of the purchase but can cover seat selection, baggage, etc. Any remaining balance due must be paid by the customer.
  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.
  
  Thank you for your patience and understanding as we work to resolve this situation. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ***** ** *******. I booked a September 5th flight with Frontier Airlines but, due to a sudden medical emergency, I called to cancel. The agent showed compassion and offered flight vouchers, which I accepted, as I understood I might not qualify for a refund. Unfortunately, I never received any confirmation or vouchers. Despite multiple attempts to contact Frontier, I was unable to reach anyone due to their restrictive customer service system.On September 9th, I disputed the charge with *********** after failing to resolve the issue with Frontier. Initially, I was told Frontier had 7-10 business days to respond, but I recently learned they actually had 90 days, leaving me feeling misled and frustrated.Frontier eventually responded to the dispute but still failed to provide the promised vouchers. I have no email confirmation or proof from them, which adds to my frustration after following their agents instructions to cancel my flight. Instead, they responded to my dispute with screenshots of their policy, without addressing the vouchers I was promised on September ****** this point, I seek a full refund due to the negligence of Frontier Arilnies. I hope this issue can be resolved fairly, as my attempts to follow up with both companies have only resulted in delays and frustration.Attached is the letter I sent to *********** detailing the events more in-depth, and the only evidence I have is two screenshots of the rejected phone calls to Frontier Airlines.

  Business response

  11/07/2024

  *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We are truly sorry to hear that you booked a flight on September 5th flight but due to a sudden medical emergency, you called to cancel. I understand that you are contacting us to seek a full refund due to the negligence. It is disappointing that you have received such customer service at the airport. Comments like these are really concerning and we appreciate that you brought this to our attention.
  
  Your current reservation holds a chargeback  and when a chargeback occurs the cardholder disputes a transaction with their bank or credit card issuer, requesting a reversal of the payment. Once a chargeback is initiated, we are unable to access or adjust the disputed funds in our system, as the case is managed between your bank and our accounting team.
  
  When a chargeback is placed, the financial institution (your bank) has up to 90 days to withdraw the funds back to the customer's account. The bank and the merchant (Frontier) initiate a dispute. If your bank did not honor the chargeback, that means it was determined that the charge was legitimate and non-refundable. Regrettably, we will not honor your refund request because your flights were boarded and completed. Please, accept the voucher I already issued as compensation for the poor customer experience you had. We will not issue any additional compensation.
  
  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. If your request to your bank for a chargeback is declined, and your purchase was eligible for a refund, we will proceed with the refund back to the original form of payment after our accounting department receives the notification from your bank - at the end of the 90 day period. 
  
  In case you have any additional questions, please do not hesitate on reach us back! 
  
  Best regards,

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

  
  

  Customer response

  11/07/2024

   
  Complaint: 22503998
  
  I am rejecting this response because they were less than helpful, entirely inconsistent, and downright lied to me AND to *********** about how they've handled the situation from the beginning. Its beyond disappointing. The only silver lining for me is that because of the asinine and nonsensical responses from Frontier through these correspondences, I was able to create a more airtight dispute case with *********** as of this morning. *********** is helping me further handle this as I've forwarded all these ridiculous emails with false, inaccurate, and inconsistent responses and hopefully they will be able to actual help me resolve this issue. Frontier Airlines is a sad excuse for a business and I would never, ever recommend anyone doing legitimate business with them. I am so disappointed by the lack of effort and care on their part, considering the delicacy and intricacy that goes into air travel. I hope some day they make valid changes to their business practices and can turn around into a better, less scummy business to provide people with affordable airfare, AND reliable customer service.
  
  Sincerely,
  
  ***** ** *******

• Initial Complaint

  11/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 30, 2024, my granddaughter and I flew from ***************, ******* to ******, ********, confirmation code S9KZXL. The reason for our trip was to attend a family funeral. We still have not located our luggage to this date. We had to purchase clothes and other necessities for our stay there and another suitcase to bring it home in. The lost luggage and the daily attempts to locate it were extremely stressful. And then there is all the time I should have been with family that was lost dealing with this situation. All to no avail. I have continued to try to recover my belongings and/or reimbursement but cant get any action.

  Business response

  11/07/2024

  Dear ****,
  
  Thank you for contacting Frontier Airlines.
  
  We're sorry to hear that you and your bag got separated. This is not the experience we want you to have with Frontier, and we regret for any inconvenience.
  
  You will hear from a *********************** expert who can help you with your claim in more detail. All future communications must be made with the *********************** division. To contact ************************, click the link below, and send a message thru communication. We'll wait for your response.
  
  You could receive a email message with a claim form, please fill it out within ten (10) days since you receive it. You can look for the email in your inbox under the subject "Invitation to begin Online Claims process".
  
  File ID:XXXX
  Last Name: *******
  
  ***************************************************
  
  Thank you very much for bringing this matter forward; we genuinely appreciate it.
  
  Regards,
  
  Reservations Specialist
  Frontier Airlines

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ticket on 9/22/2024 but canceled it on 09/24/2024 as I am not currently working. When I cancelled the flight and was charged a $75 cancellation fee. I thought it was all taken care of, however they have refused to refund me the $365.96 I paid for the ticket. They will only give me a credit with them stating it was more than 24 hours since purchase when I cancelled. It may have been 36 hours so it was barely more than 24 and since they charged a cancellation fee I beleive they should send me the refund. I will not use the credit since I am not working.

  Business response

  11/05/2024

  Dear *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I understand that you purchased your ticket on September 22nd and cancelled it on September 24th and, a fee was deducted from the refund. You were informed that a refund will not be possible, but a credit was provided, however, you'd like to receive a refund.
  
  Based in our terms and conditions which are accepted at the time of purchase, please note that a full refund applies only if a cancellation is processed within 24 hours since you purchased your ticket and 7 days or more (168 hours) before the scheduled departure time. ********************************************************************************;
  
  I noticed that you purchased a premium bundle with you which allows you to cancel or change without fees, however, the terms and conditions of the bundle states the following: If you cancel your itinerary, you will retain the value of your itinerary as a travel credit. This terms and conditions were accepted at the time of purchase. Regrettably a refund on your reservation is not applicable. See further details here: ***********************************************************************
  
  Your credit for $XXXX will remain active until expired. $XXXX will expire on September 24th, 2025 and $XXXX will expire on October 22nd, 2024. This credit is under the name of ***** *******. Travel must be rebooked before the expiration date but may be scheduled beyond that date to any destination
  serviced by Frontier Airlines. It can be used multiple times as long as it is used up before the expiration date. 
  
  To redeem your credit:
  -Go to *****************************
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "Credit with Frontier."
  -Enter confirmation code: XXXXXX
  -Enter email address: XXXXXXXXXX
  If applicable, a credit card will be required for any residual value. 
  
  PLEASE NOTE:
  Credits are not redeemable for cash.
  Credits may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer with a credit card.
  Credits are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  The name on the new reservation using the credit must exactly match the name on the old reservation.
  
  We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.  
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer response

  11/05/2024

   
  Complaint: 22500497
  
  I am rejecting this response because:

  I did not want a credit however the airline has now refunded me so this can be closed.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our flight was cancelled. The only notification I got was an email for a voucher. No email/calls/text about flight cancellations or rebooking. I saw the email about vouchers at 7am and our flight was at 11am. I called customer service several times to confirm our flight was cancelled and was unable to get through but the flight was unsearchable on the website so I knew we got cancelled. We absolutely had to get home the same day. I got on the website and rebooked our flight and it cost $1571.92, about $600 more than our original flight. It was the only flight we could get same day. Our original flight was direct flight and this new flight was a connecting flight. Even if I applied our vouchers of $350, I was still at a loss. But the vouchers were a gift for cancelling our flight. Why am I having to use them just to afford our flight home? When I finally got customer service on the phone, they told me they couldnt do anything to help me because I had already booked another flight. I had no other option!! they weren't answering the phone!! They said they also couldn't offer me any credits since the flight was completed. I had just gotten to the airport and had not even gone through security. They told me I should have contacted them through chat on the Frontier website to rebook. How was I supposed to know that? Isn't Frontier supposed to at least let me know our flight was cancelled and offer us rebooking options? The Frontier website states under the customer service plan that, If your flight is delayed, canceled, diverted, or if you miss a connecting flight, flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. I contacted Frontier again and asked to look at my account because I shouldn't have to pay for the difference in fare if I was cancelled. Frontier airlines refused to offer the difference in fare. They cancelled our flight and then made a profit out of our misfortune.

  Business response

  11/01/2024

  Hello *****, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines since flight was canceled but we did not send any email or notification and only got a voucher email at 7 AM and flight was at 11, also you attempted to contact us but no one answered and rebooked by yourself and paid $XX and when you contacted us, you were informed there is nothing we can do and cannot provide credit or refund and and need help since vouchers shouldn't have been used because these were provided for the cancellation.
  
  I am sorry to learn this cancellation disrupted your travel plans and caused to have unexpected expenses for a new booking. This is not an experience we want for our customers. Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback.     
  
  I understand that you feel unhappy about your experience with our chat agents. We want our customers to enjoy a smooth and pleasant experience when traveling. I have made your opinion available to our call center leadership team, so that they may research the situation you described.   
  
  At Frontier we always strive to provide the best flight experience for you. I'm sorry to hear this was not the case due to the cancellation of your flight from ******, ** to ******, ** on 10/13/24.
  
  While reviewing your reservation code XXXXXX our records show that your flight 3601 was delayed due to a few situations that were presented maintenance, mechanical delays and crew replacement, that led to the cancellation of the flight. We are sorry for any inconvenience this may have caused. 
  
  I reviewed in our records that you contacted and was informed at 7:11 AM on 10/13/24 three options for this cancellation and you decided to get the refund. 
  
  When a flight is cancelled or the delay is more than 3 hours, we offer to our customers either move your flight to the next flight available, flight to a sister city or cancel and have refund or a travel credit. Refund or credits are just provided for any unused portion ticket, as I know you are a frequently flyer and would like to verify this information I'm sharing with you the following link for our **************** Plan, please look for the Section 12. Provide for Customers Inconvenienced by a flight delay, diversion, cancellation or misconnection // Controllable Situations: ********************************************************************
  
  I see you got the following airfare vouchers:
  
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : **** ***; Voucher Basis Code : Value : XXXX; Expiry Date : 1/12/2025 6:59:00 AM ( Already redeemed)
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : ***** ****; Voucher Basis Code : Value : XXXX; Expiry Date : 1/12/2025 6:59:00 AM. ( Partially redeemed and amount left $XXXX)
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : Soon Koo; Voucher Basis Code : Value : XXXX; Expiry Date : 1/12/2025 6:59:00 AM. ( Already redeemed)
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : Won Shin; Voucher Basis Code ; Value : XXXX; Expiry Date : 1/12/2025 6:59:00 AM. ( Already redeemed)
  
  ************************************************ 
  Just follow these simple steps to redeem your 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. 
      Its not redeemable for cash. 
      It must be booked within 90 days from date of issue. 
          Note: There are no restrictions on travel date. 
      Its one-time use, meaning there will be no remaining value after redemption. 
      It may not cover the entire value of the purchase because these are airfare only. Any remaining balance due must be paid by the customer. 
      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. 
  
  You can check further details of the vouchers in the following link: *************************************************************************************************************;
  
  Also this full fare voucher with these details:
  
  Voucher Number: XXXXXXXXXXXXXXXXXX
  Name: ****, *****
  Amount: $XXXX
  Expiration date: 1/13/24
  
  ***************************************** 
  Just follow these simple steps to redeem your 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. 
      Its not redeemable for cash. 
      It must be booked within 90 days from date of issue. 
          Note: There are no restrictions on travel date. 
      Its one-time use, meaning 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. 
  
  You can check further details of the vouchers in the following link: *************************************************************************************************************;
  
  Let me share that your refund request has been approved. We have refunded the amount of $XXXX to MasterCard ending XXXX with expiration date 08/29.  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.   
  
  Also I can see this booking XXXXXX with flight details:
  
  F9-1007 on 10/13/24 from ******, ** to **********, ** and F9-1757 on 10/13/24 from **********, ** to ******, ** was boarded and completed.
  
  I understand how concerning was this situation for you, and as a one-time exception, I was able to create a full fare voucher with the following details: 
  
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : ***** ****; Voucher Basis Code : Value : XXXX; Expiry Date : 1/31/2025 6:59:59 AM.
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : Won Shin; Voucher Basis Code :  Value : XXXX; Expiry Date : 1/31/2025 6:59:59 AM.
   Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : **** ***; Voucher Basis Code : Value : XXXX; Expiry Date : 1/31/2025 6:59:59 AM.
  Voucher XXXXXXXXXXXXXXXXXX added for this booking - Passenger Name : Soon Koo; Voucher Basis Code : Value : XXXX; Expiry Date : 1/31/2025 6:59:59 AM.
  
  Thank you again for your comments. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.  
  
  We appreciate your patience and hope to service your travel needs under better circumstances in the future. If you have any additional details, please let me know. 
  
  Best Regards, 
  
  Customer Relations Specialist 
  **********************

  Customer response

  11/02/2024

   
  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

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a carry on round trip and it was a medical device which is free on Frontier Airlines and the agent put a note in the computer. I contacted Frontier Airlines and they were supposed to contact me regarding the refund to start the process and have not heard anything from Frontier Airlines. We want the refund ASAP.

  Business response

  11/01/2024

  Dear Aristula, 
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns. 
  
  We are sorry to hear that the fees associated with your reservation have left you feeling let down, and we apologize for any misunderstanding this incident may have created.  
  
  We received your refund request for your carry-on bag; however, we must inform you that we are unable to comply with it. 
  
  According to our records, you did not purchase a carry-on bag, but rather, you purchased an economy bundle, which includes a carry-on bag no change/cancellation fees and standard seat selection, you can also add flight flexibility, only at initial booking. 
  
  You did not paid $60.00 for a carry-on bag only; you paid $59.00 for the whole bundle. As the new bundles are non-refundable, we are unable to issue a refund for the full or partial bundle. 
  
  The new bundles can be added on the website only.   
  Flight Flexibility is only offered at initial booking. The bundles can be added later through manage my booking. 
  For more information, please visit the following link: 
  ****************************************************************************;
  
  We are aware of your displeasure and concur that things can always be done better, in an effort to make things right, as a customer care gesture and as a one-time exception, we'd like to offer XXXX redeemable miles so that you can use them for future flights 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. Please note that the miles will be issued per passenger so you may create an account for your traveler companions so we can add the miles to each passenger. 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 
  
  Miles will forfeit after 12 months of no activity on your account. 
  
  Thank you for reaching out to Frontier Airlines, we truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier Airlines in the future. 
  
  Regards, 
  
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 2, 2023 my CitiCard credit card had an unauthorized charge of $1,299 from Frontier Airlines. I spent HOURS and now months trying to get ahold of someone regarding this. The only way they will speak live with someone over the phone is if there is a flight within 24hrs. The online chat would give me the runaround to the point of frustration. So, I contacted my credit card and disputed the charge. I have no glue what Frontier told my credit card company, but on April 17, 2023 ******** found the charge in their favor! This is $1,299 that I was charged for I don't know what. I've never flown Frontier and never want to, especially with all of the bad reports that I see on this airlines. Now, almost a year and a half later I have to resort to filing a complaint with your agency, because Frontier should not be permitted to allow fraudulent charges and then rebuttal the disputes and win. That is absurd. I have attached proof of the charge and proof of this being awarded to Frontier. I am demanding that a check in the amount of $1,299 be issued to me, although I should also be compensated for the hours upon hours I've spent trying to get ahold of someone, as well as the mental anguish I've endured. I can only imagine how many more people this shady company does this to. I am asking for your assistance to resolve this matter. Thank you in advance.

  Business response

  11/01/2024

  Dear *****, 
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns. 
  
  Regretfully, we were unable to locate a reservation under your name, in order to further assist you, more information is required. Please reply to this email with the following information. 
  
  Two of the following: 
  - 6-digit alphanumeric confirmation code 
  - First and last name of customer(s) as it appears in your reservation 
  
  Or Three (3) of the following: 
  
  -Email Address 
  -Phone Number 
  -Address 
  -Travel Agency 
  -Flight Number 
  -Passenger Date of Birth 
  
  Thank you for contacting Frontier Airlines. We appreciate your patience; we look forward to hearing from you soon. 
  
  Sincerely, 
  
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***************************** have a credit card promotion in which the card holder is granted "instant gold elite" status after first purchase on new card, and maintains status for 12 months if they spend $3k within first 90 days.I signed up and completed requisite first purchase, but my status was not changed. I waited 24 hours then checked in with ******** customer service and was told it would take 90 days. I then checked with frontier's customer service and was told a number of different things by 4 different representatives, all of which culminated in the same outcome- gold status is not instantly granted. I asked several times for supervisors and shared images from frontier's website with the promotion language and fine print, and requested that, since gold status was not instantly granted as claimed in promotion, they provide the benefits of gold on my flight for that day. No one from Spirit nor ******** was able/willing to help, despite having proof of the promotion and proof that I had met the requirement for instant gold elite status. I ended up having to pay for my carry on despite having met the requirements to receive status that would make the carry on free.

  Business response

  11/01/2024

  Hello ***, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. We understand your frustration regarding the discrepancies in the promotion for instant gold elite status with Frontier and ******** credit cards. It is disheartening to hear about the challenges you faced in trying to claim the benefits that were promised to you upon meeting the requirements. I sincerely apologize for the delay in providing you with the status update you have been eagerly awaiting. We understand that our processing time of 24 to 72 hours can be stressful, and we are actively working alongside ******** to streamline and improve this process. 
  
  After reviewing your case, we have taken immediate action to rectify the situation. We are pleased to inform you that your elite status has been upgraded from Elite Silver Discount with ******** to Elite Gold Discount with ********, effective immediately. This adjustment should reflect accurately on your account and provide you with the benefits you rightfully deserve. 
  
  We sincerely apologize for any inconvenience or confusion caused during this process. Your loyalty as a customer is highly valued, and we strive to ensure that you receive the rewards and benefits that come with it. Furthermore, we deeply regret any confusion or conflicting information that our agents may have provided. Rest assured, we are taking steps to address this issue and ensure that such discrepancies do not occur in the future. 
  
  Your satisfaction is of utmost importance to us, and we are committed to delivering a seamless and transparent experience moving forward. Thank you for your patience and understanding as we strive to enhance our service quality. 
  
  Sincerely, 
  
  Customer Relations Specialist 
  **********************

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for Frontier Discount Den in 2022. It was auto renewed in 2023 and I canceled the service and disputed the charge.They have once again hit my card for a renewal fee in 2024.I have again disputed the charge. I have attempted to find a place on their website to again cancel the service but cannot locate it. I called and spoke to someone last year but that has left me with no record to refer back to. I have no payment info on my account so they r just hitting the cc I used originally.If I cannot get this canceled once and for all I will have to close out this cc which I'd very inconvenient. This type of bait and switch is illegal in **. If u provide a customer with easy online sign up there I'd supposed to be an easy online cancellation as well. If I had disposable time and income I would take them to court. Ridiculous.

  Business response

  11/01/2024

  Hello ********, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. I understand your frustration with the recurring charges for Discount Den membership ($XXXX) and the difficulties you have faced in canceling the service. We sincerely apologize for any inconvenience this has caused you. 
  
  Rest assured, we have taken immediate action to address your concerns. We will share with you important steps on how to cancel the auto-renewal on our website, ensuring that you have full control over your subscription (if you decide to enroll again in the future): 
  
  Steps to Opt-Out of Renewal  
  
  1. Login to Early Returns/Discount Den account 
  2. Visit *******************************   
  3. Select "DEALS", the "Discount Den", scroll down to Sign In 
  4. My Discount Den 
  5. Select "Cancel Membership" in the bottom right corner 
  6. On the next page, choose "cancel" to discontinue Discount Den.  
  7. Select Cancel 
  8. A message will confirm that the renewal has been canceled 
  
  Additionally, we have confirmed that the payment was declined on 10/25/24, preventing any further charges from being processed since the Discount Den was canceled due to the failed payment. 
  
  We take your feedback seriously and are committed to improving our services to better meet your needs. Your satisfaction is our top priority, and we strive to provide a seamless and hassle-free experience for all our customers. 
  
  Thank you for bringing this matter to our attention. If you have any further questions or require assistance, please do not hesitate to contact us. We appreciate your understanding and patience as we work to resolve this issue promptly. 
  
  Sincerely, 
  
  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. ↩