ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 26, 2024, Frontier Airlines charged us three times for one piece of checked baggage that I had already paid for at the time I bought my ticket online. Frontier staff at *** first claimed that I had not paid for any checked bags. When I showed proof I had, they claimed the bag was overweight by 2 pounds. We began removing items, but no matter how much we removed, staff continued to claim it was 2 lbs over.Our flight was scheduled to depart in 2 hours, but *** staff began pressuring us, saying that our flight had been moved up by 30 min, if we didn't hurry and pay the additional fees, we might miss it. This was a lie; it was delayed 2 hours. The ***** website indicates airlines are required to have someone at the airport to handle airline complaints. We were explicitly told by Frontier that there is no such person at airports.On our return, Frontier staff at *** noted I had already paid for a round-trip checked bag when I purchased my ticket. They confirmed that the weight limit is the same at both airports (provided we were traveling both ways on Frontier, which, sadly, we were). If anything, we had added MORE weight to our luggage coming home. No Frontier staff could correctly tell us how to file a complaint. Each provided us with a contradictory method, including phone numbers, Frontier's website, a QR code. One even told us that the ONLY way is by downloading Frontier's app. We've attempted to resolve this with Frontier's customer service, online and by phone. They refuse to even LOOK at the attached evidence that I overpaid them TWICE. They just insist the bag "must have been overweight."This is such a transparent scam. All budget airlines advertise low ticket prices and then add on fees. That does not necessitate adding fraudulent baggage fees at check-in, pressuring the customer to pay quickly, and failing to provide any means of resolution.Based on the ***** website, Frontier was in numerous violations of policy. And they owe me $175.

  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 can see the charge was for the amount of $XXXX. And it was for the bag and also for the overweight we are unable to see a charge for $XXXX.
  
  When it comes to sizing, Frontier Airlines has a strict policy. Overweight carry on bags or checked bags can get an extra charge as well as over stuffed personal items. I understand how this can be an inconvenient to you if you were not aware before.  
  
  Our airport staff is trained to determine if a bag qualifies as a personal item or has to be paid for as a carry on bag. I'm sorry to hear you don't agree with the policy, but they are following procedure.    
  
  Please verify the following link for further details: ***************************************************************************;
  
  The original payment made for the checked bags was successful, please note that the weight limit for checked bags is 40 pounds per bag. Overweight Checked Baggage will result in charge of $50-$100 per bag, per direction. This charge is non refundable, as it states in our terms and conditions in the website.  
  
  If you have any further questions, please let us know!  
  
  Membership will automatically renew for successive one-year terms unless you cancel the membership by unsubscribing within your frontier miles account profile on the site before midnight mountain time on the final day of the end of the current term.  
  
  Kindly,   
  
  Customer Relations Specialist.   
  Frontier Airlines.   

  Customer response

  11/05/2024

   
  Complaint: 22490760
  
  I am rejecting this response because: I exchanged emails with two Frontier employees: Mr. ***** and then *****. The most recent from ***** actually made me a better offer for a $100 Frontier voucher. I would have considered accepting that, but by the time all those "unfair and deceptive baggage fee practices" (in the words of the *****'s sanctions when fining Frontier over $2 million for their baggage fee practices), I would wind up paying MORE to use such a voucher.
  
  In addition, ******* response (which I have pasted below to add to the file), entirely falsifies the facts of my complaint and and proceeds to respond  to this fabricated complaint that I was  charged for utilizing the overhead compartment for carry-on luggage. This is pulled out of thin air. We did not utilize the overhead compartment; we were not charged for utilizing the overhead compartment.
  
  In addition, Frontier has not responded to their violations of US **** of Transportation policy. I see no point in continuing this discussion. I initially reported to ***** the overcharge I paid and Frontier staff's deceptive practices, telling customers that their flight is leaving early (when it's actually delayed) to get the customer to stop asking questions and just pay. ***** suggested I also file my complaint with the BBB.
  
  Let ***** handle it. As I said in my earlier reply, if the millions of dollars in fines that Frontier has already had to paid for violations of federal airline regulation hasn't gotten through to Frontier's boardroom, I don't know what else will.
  
  Next time, I'll just fly on Spirit. Same business model, but they aren't deceptive about it.
  
  Sincerely,
  
  ******** ******-*****
  
  
  
  Hello ********,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I apologize for any misunderstanding in Frontier's pricing policy and appreciate the opportunity to explain. I can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as the use of overhead bin space, or pre-selecting the desired seat in advance. I understand. Here at Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point B. Selling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience, fare differences fluctuate based on seats and availability that's why the ticket pricing is constantly changing.
  
  Explanation of Fees:
  Checked Bag: For Price, see Bag Price Checker below (Non-Refundable)
  Maximum size: 62 linear inches (length + width + depth) including handles, wheels and straps; oversize bags subject to charge
  Maximum weight: 40lbs (18.1 kilograms)
  Baggage weighing 100 or more pounds (45 kilograms) or exceeding 110 linear inches will not be accepted, with the exception of assistive devices.
  Oversized Checked Baggage: $75 per bag, per direction (Non-Refundable)
  Bags between ****** linear inches subject to charge. Bags in excess of 110 linear inches will not be accepted.
  Overweight Checked Baggage: $75-$100 per bag, per direction (Non-Refundable)
  Bags weighing ***** pounds will be charged $75 per bag, per direction. Bags weighing ****** pounds will be charged $100 per bag, per direction. Bags in excess of 100 pounds will not be accepted. **********************************************************************
  
  Your ticket was purchased on 10/10/2024 and bot bag fees were added on 10/26/2024 the date of the travel not prior this is not a double charge. We value your commitment to Frontier. I understand your concerns about the bag fees but please keep in mind that our business model is shifting, and airport staff must ensure that every passenger complies with the proper baggage policies and that the bag they are carrying as a personal item does not exceed the limits for a carry-on, bag handles, straps, and wheels are part of the bag therefore they don't have to exceed the bag measures.
  
  Remember that some optional aspects of the travel experience are charged for by Frontier in order to maintain such low rates. I know it seems strange, but by doing this, we can keep providing our customers with really reasonable fare levels that enable them to fly more frequently. I must kindly notify you that Frontier is unable to fulfill your refund request because we are required to abide by the same rules and norms at all levels. Our bag policies state that carry-on bag costs and any extra bags acquired as ancillaries are non-refundable. Regrettably, your baggage refund request fee has been denied at this moment. Always buy your bag in advance to save money by reviewing the bag costs information online at **********************************************************************************.
  
  We can see you're one of our valued Frontier frequent travelers and as an apology and in an effort to make things right, as a gesture of customer relations and a one-time exception only, we'd like to offer $100.00 full fare travel voucher valid for 90-days per passenger. keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept these/this voucher Details and instructions about the voucher are below. *************************************************************************************************************;
   
  Regards,
  
  *****,
  Customer Relations Specialist
  Frontier Airlines
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid about $900 to get my luggage flown from ******************* to *******, ** with a layover in ******. Frontier Airlines lost one of my storage totes, that was 88 pounds, and when I filed a complaint so they can reimburse me they low ball me with a measly check of $1,200. The storage tote had three pairs of my prescription glasses theyre not reimbursing me for. Tons of my clothes and lots of my skincare.

  Business response

  11/01/2024

  Hello **** ***********
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
   Thank you for contacting us regarding your recent experience with Frontier Airlines. We appreciate you taking the time to share your concerns, as it provides us with an opportunity to improve our services.
  
  We sincerely apologize for the inconvenience you faced with your lost luggage during your travels from *********** to *******. We understand how distressing it can be to lose personal belongings, especially items of significant value such as prescription glasses and clothing.
  
  Regarding your request for reimbursement, we must inform you that, as outlined in our Contract of Carriage, we have a limited liability for items in checked baggage. While we strive to assist our passengers as best as we can, the amount offered by our central baggage department is in accordance with our policies. Unfortunately, we are unable to provide additional reimbursement beyond what has already been processed.
  
  More details about the contract of carriage on the following link: ***********************************************************************************;
  
   We understand this may not be the resolution you were hoping for, and we truly appreciate your understanding in this matter. If you have any further questions or need assistance, please do not hesitate to reach out.
   
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Apparently this airline is only in business to make money and not care for their customers.I booked a flight for 3 passengers, we're all 6' or more tall. The first flight was very uncomfortable due to not enough leg room, therefore we decided to upgrade to the EXIT row seat for our return flight. Key word is upgrade, which costs additional for this change. No problem, we were willing to take on the additional charge. However, when we boarded our return plane, the layout was completely different from the Frontier APP. We ended up in the very back of the plane, nowhere near any extra legroom seats. When I contacted Frontier for a refund, they gave me the run around, finally stating a policy to not refund for baggage and seat fees. This mistake was on their part not mine, however they abruptly closed/stopped communicating with me. Totally unacceptable customer care!!!!NEVER AGAIN!!

  Business response

  11/01/2024

  Hello **** ********
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
   We appreciate you taking the time to share your concerns, as it provides us with valuable insights to improve our services.
  
  We sincerely apologize for the discomfort you and your fellow passengers experienced during your flights, as well as the confusion regarding your seat assignments. We understand how important legroom is, especially for taller passengers, and we regret that the seating arrangement did not meet your expectations.
  
  Regarding your request for a refund for the upgraded exit row seats, we acknowledge the frustration you faced with our communication and policies. As a one-time exception, we are willing to issue a refund for the three upgraded seats. We hope this resolution helps to address your concerns and demonstrates our commitment to customer satisfaction.
  
  Four last digit of card: XXXX
  Amount refunded : $XXXX
  Credit Card Type: VISA  
  Date was refund issued: November 1st 2024
  
  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 
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer response

  11/08/2024

   
  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

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight with this company. On the morning of the flight the system was telling me I could not check in. But it allowed me to pay for bags and upgrade my seats. This is COMPLETELY unfair that the company took my money knowing I was unable to fly had me standing in line at the counter when they closed the check in and gave no options to fly later to refund the additional money or anything. I have used ****** to try and contact them and have been unsuccessful in my *********** not looking for the airfare back but the additional money taken knowing I could not board the flight was done with malicious intent.

  Business response

  11/01/2024

  Hello ****** *********
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  We appreciate you taking the time to share your concerns, as it helps us identify areas for improvement and enhance our services.
  
  We sincerely apologize for the frustration you experienced with the check-in process and the subsequent issues you faced. We understand how disappointing it can be when things do not go as planned, and we are committed to addressing these matters to prevent similar situations in the future.
  
  Regarding your request for a refund of the $XXXX, we must inform you that these charges are valid and non-refundable as per our policy.
  
  However, as a one-time exception and in recognition of the inconvenience you faced, we would like to offer you a travel voucher for $XXXX per passenger. We hope this gesture will help make your future travels with us more enjoyable.
  
  Please reply on this email in order to issue the $XXXX travel  for each passenger.
  
  Thank you for choosing our airline, and we look forward to serving you better in the future.
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not check in or board my flight because my brothers x wife and mother of my nephew was found dead in her bed. There is no number for me to call unless I am a loyal frequent flier.

  Business response

  11/01/2024

  Hello *****,
  
  We have received your correspondence with the BBB and we are happy to respond.
  
  I am deeply sorry to hear about the loss of your family member. I can only imagine how difficult this time must be for you, and I understand how overwhelming it can be to deal with such a significant loss while trying to manage travel plans. Please know that your feelings are completely valid, and we are here to support you in any way we can.
  
  I understand that the emotional weight of such a loss can impact many aspects of your life, including travel plans. Its completely understandable that you were unable to board your flight under these circumstances.
  
  We have validated your reservation: XXXXXX with your flight XXXX on October 17th from ******* to ****** that was not boarded. While our policy requires documentation and a death certificate to validate options that we can offer for unused flights, I want to assure you that, given the sensitivity of your situation, I will not require the death certificate in this instance. I am happy to honor a one-time exception for your refund. 
  
  We have refunded the amount of $XXXX, which is the total cost and will be refunded back to the original form of payment ***** Card) ending in XXXX. A confirmation email has been sent to you to *********************.
  
  Please allow 7 business days for the airline to process the refund to the original form of payment. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  We look forward to have the opportunity to welcome you onboard soon. Stay safe and have a nice day.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON OCTOBER 12TH 2024 FRONTIER AIRLINES CANCELLED MY CONNECTING FLIGHT FROM DEN TO *** LEAVING ME STRANDED AT THE ************** FOR HOURS, AND ULTIMATELY LEADING ME TO HAVE TO PURCHASE ANOTHER LAST MINUTE TICKET ON A SEPARATE AIRLINE. WHEN I REACHED OUT TO FRONTIER ABOUT THE LACK OF NOTICE, AND GETTING A REFUND INITIALLY THEY TOLD ME THEY WOULD GET IT PROCESSED AND IT WOULD TAKE 7 BUSINESS DAYS. I WAS EXPECTING AT MINIMUM REFUND AMOUNT OF $140.99 (HALF OF THE AIRFARE FROM MSN TO DFW) HOWEVER THE REFUND THAT CAME WAS ON $90.53. WHEN I REACHED OUT TO FRONTIER THEY TOLD ME THAT THE REMAINING PORTION OF MY REFUND WAS $150.00 VOUCHER FOR ANOTHER FLIGHT. I SIMPLY TOLD THEM I WILL NOT BE FLYING FRONTIER AGAIN AND I WOUDL LIKE FOR THE REMAINDER OF MY REFUND BACK ON MY CARD. CUSTOMER SERVICE SAID THEY COULDNT DO THAT BECAUSE A PORTION OF MY FLIGHT WAS USED ALREADY. WHEN I DISPUTED THAT AND TOLD THEM THE ONLY REASON A PORTION OF MY RETURNING FLIGHT WAS USE IS BECAUSE THEY FAILED TO NOTIFY ME THAT MY CONNECTING FLIGHT WAS CANCELLED UNITIL IT WAS TIME TO BOARD. I AM NOW SEEKING A FULL REFUND IN THE AMOUNT OF $165.45, WHICH COVERS THE AIRFARE FROM MSN TO DFW, AND ALL ASSOCIATED FEES. MY NEXT STEP IS TO HIRE LEGAL COUNSEL. I HAVE INCLUDED ATTACHMENTS OF THE CONVERSATION WITH CUSTOMER SERVICE AND MY FLIGHT ITENARY.

  Business response

  11/01/2024

  Hello *********,
  
  We have received your correspondence with the BBB and we are happy to respond.
  
  We are deeply sorry to hear that your flight connection was impacted and cancelled and this caused you disruptions with your plans, we understand that this caused you to purchase a new flight with another airline and you received only a partial refund of your cancelled flight and you are requesting a full refund corresponding to your return flight, we regret that this happened to your flight, it is not our intention to affect the travel plans of our passengers. We are sorry for the inconveniences and misunderstanding that you have had with the refund amount.
  
  We have carefully validated the information, your flight connection 2632 from ****** to ****** on October 12th was cancelled due to flight operations. Please accept our apology for the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  Due to ****************** 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 confirmed that you already contact us and requested a refund. Fortunately, your refund request has been approved. We have refunded the amount of $XXXX, which is the total cost of the flight connection and will be refunded back to the original form of payment (**************** Card) ending in 1032. A confirmation email has been sent to you to ****************************.
  
  Please allow 7 business days for the airline to process the refund to the original form of payment. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  We respect your full refund request, however, we can not honor it, we do process refund for used tickets and also if the additional service has been already used on the first connection is non-refundable. Alternatively, 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. More information about controllable and uncontrollable delays, diversions, or cancellations can be found at the following link in Section 12: ********************************************************************
  
  In reviewing your reservation, I see you have filed a chargeback with your bank. Respectfully, once this happens, we cannot touch those funds. This dispute will be settled by our Accounting Team and your bank.   
  
  Let me inform you that according to my records you received a voucher for $XXXX, this voucher is valid for 90 day for the airfare of the flights. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.
  
  Voucher number: XXXXXXXXXXXXXXXXXX
  Expiration date: January 10th 2025
  Voucher under: ********* *******
  
  Please Note
  
  Vouchers are not redeemable for cash.
  Vouchers are valid for 90 days for booking a flight from the date they are issued.
  Vouchers are one-time use, meaning there will be no remaining value after redemption.
  Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  Vouchers 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 must match the old reservation exactly.
  
  We appreciate your patience and hope to service your travel needs under better circumstances in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bag was damaged on a flight from ****** to ******* in Sept 30 , 2024 Frontier sent me an email promising to replace my bag I have sent pictures and called to advise them if the dimensions it has been almost thirty days with no response I have called and chatted thru text with no avail. I am seeking replacement cost of my damaged luggage

  Business response

  11/05/2024

  Hello April, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. We understand the frustration and inconvenience you must be feeling regarding the damage to your bag during your flight from ****** to *******, F9-3176 on September 30, 2024. It is disheartening to hear that despite our promise to replace your bag, you have not received a response after almost thirty days of reaching out with pictures and dimensions. Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. We are escalating this to the baggage team to prevent this from occurring in the future.
  
  We sincerely apologize for the lack of communication and delay in addressing your concerns. Your satisfaction is our top priority, and we are committed to resolving this issue promptly.  
  The following is the information for ordering your replacement bag! 
  Please follow these steps: 
  
  Click on the following website: **************************************;
  Select Frontier Airlines 
  Type in the Access Code: Frontier_Customer 
  Select your new bag! 
   
   
  For your baggage selection, it must match the following: 
  Number of bag(s): 1 
  Size of bag(s):  26x19 
  
  Once you've added your selection to the shopping cart, feel free to check out. On the check-out page, you will need to document the Incident / Claim / Report number.  
  Your Incident / Claim / Report number is DTWXXXXXXXXXX or your confirmation code is XXXXXX
  
  Keep in mind, the bag must be signed for upon delivery. For processing and shipping policy, you can go to: ******************************************************************;
   
  We want to assure you that this wasnt a typical experience, and we hope youll consider us for your future travel needs. 
  
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight for my sister with a check bag going from *** to PHL. When she got to the airport I went into the app and paid for her bag at $69. The gate agent could not see the bag being paid for so they charged her foot the bag at the gate. I requested the $69 back and the representative refuse although she acknowledged it was only one bag. Before I dispute with my financial institution, I'd like to resolve this here.

  Business response

  10/31/2024

  Hi Yasmine,
  
  Thank you for reaching out to Frontier Airlines Customer Relations.
  
  We would like to start by apologizing for this unexpected charge that caused confusion, while trying to complete your flight from ************ to ******* on October 24th, 2024.
  
  Your description of this situation is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. 
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our leadership group who will follow up with their team to ensure your experience is not repeated.
  
  However, we have great news, we had been authorized to process a refund for the amount of $XXXX, this refund will go back to a **** card ending in XXXX, which is where the original payment came from.  I just need you to allow us 7 business days for the refund to be processed and issued. It may take a little longer depending on the receiving bank.
  
  If you have more comments or questions, please contact us at your earliest convenience.
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with customer care through email and they have been real nice but I feel it's still not solved. I had a flight in July that was canceled and I got a 198 voucher. Then the flight I bought with it got changed from non stop to up to 7 hours of stops as a result customer care did give me 2 separate vouchers Voucher #****************** - ***** ****** - April 22, 2025 Voucher #****************** - ***** ****** - April 22, 2025 I went to book a flight again for Nov 16th and once again all that is avail is 5:25 Am or 9 AM It's just not going to work.I don't want to be rude after a generous offer, but after 2 flight disrupted and now no times for my flight that are civil I feel i would win if I disputed on the credit card or persued small claims. Could please just have a refund this time and NOT a credit for this. I fly often you will get it back, but at this time I'd like to ask you to refund this flight. Please email or call me to let me know if you will do this and I wont escalate it any further.

  Business response

  10/31/2024

  Hello *****.
  
  We have received your correspondence/communication with the BBB. 
  
  I do appreciate the time that you are spending in sent the e-mail.
  
  I do understand that  you had a flight in July that was canceled and I got a $XXXX voucher.  Also I read that the flight you  bought with it got changed from non-stop to up to 7 hours of layover as a result we provided two vouchers Voucher #XXXXXXXXXXXXXXXXXX - ***** ****** - April 22, 2025 Voucher #XXXXXXXXXXXXXXXXXX - ***** ****** - April 22, 2025 I read that you went to book a flight again for Nov 16th/2024 and the only flight times are at 5:25 Am or 9:00 AM, flight times that do not work for you.  
  
  For that reason I do understand that you are requesting the vouchers as refund under your credit card.
  
  I understand how frustrating that can be.
  Id feel the same way in your position. Im sorry that you had a bad experience.   It is not our intention to provide this inconveniences to our Loyal customers like you. 
  
  However, let me kindly inform you that we cannot provide a refund under a compensation that was provided as customer service due to we do not handle the cash compensation or that this one can be refunded to your card.
  
  If a compensation is provided as voucher, this just can be under the same way.
  
  We cannot honor your request. Also in order to review all the voucher details I need  that you can share with me the confirmation code under which the voucher were provided in order to review the voucher details.
  
  We hope we can service your travel needs under better circumstances in the future.
  We apologize for any disappointment if this was not the outcome you were anticipating. 
   
  Best regards,  
  
  Frontier Airlines
  Customer Relation Specialist.      

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight either frontier airlines for my husband due to the fact that his son was admitted in the hospital in ************ we arrived to the airport in time checked in. The lady from *** was of great help as she noticed and saw the urgency in the matter she was truly a great help but the frontier airline workers were no help did not care of the urgency and he felt he was discriminated right when he got to the plane to board they simply did not let him board did not care of the urgency and were completely rude.

  Business response

  10/31/2024

  Dear *****. 
   
  We appreciate the opportunity to respond to your correspondence submitted to the Better Business Bureau regarding the experience your husband had at the airport during the flight you booked for him, a flight in which he was in urgency to travel due to his son being admitted in the hospital in ************ but the plans were disrupted since he was not allowed to board the flight.
   
  We want to express our sincere apologies for the experience you both had to pass at the airport, certainly, it was not the experience we wanted to provide and we're more than willing to help to get your claim solved as soon as we can. Upon validating the claim information we noticed that some crucial information is missing, so to continue further, we must kindly request your husband's full name, and if you were traveling in a different flight confirmation code, we'll need the confirmation code, once we get this information we'll be more than glad to help.  
   
  We look forward to your reply.  
   
  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. ↩