Complain about a product or service

Frontier Airlines

Sienna of Belgrade, MT June 4, 2009

I had a connection at the Houston Airport; I went from my concourse to where my connection was supposed to be at. I stood waiting in line for more than 15 minuets to get my boarding pass knowing that every minute was crucial to getting on my flight...which happened to be a very important flight. While I was waiting I was the ONLY person in line and the girl at the counter didn't even notice me or ask if I needed assistance (AKA my boarding pass!!). During my 15-20 minute wait in line she was 'busy' flirting/talking with two males at the counter. They were discussing alcoholic beverages and friends etc..These two males already had their boarding passes and had already been through security and were on the same flight as myself.

By the time they decided to saunter off and the female behind the counter decided to get back to her job and help me, apparently it was too late (by 3 minuets!!). She did nothing to see if there was anything she could do, other than send me another Airline counter to discuss it. This airline sent me back to her (as my ticket contract was with Frontier), I did this back and forth 8 times with zero help resulting from Frontier. The other airlines were more helpful, courteous, and understanding than the one I had my ticket with, and all of them seemed appalled at my situation and couldn't believe the unprofessional nature conducted by Frontier. This cost me a night hotel in Houston, I had to miss work the next day and that meant I had missed a big meeting with very big clients. This cost me big time. All because the ticket girl was busy flirting when she should have been busy doing her job and assisting customers.

Upon my return home I called Frontier customer service to make a complaint (specifically to this individual) and the customer service was no service at all. The man I spoke with 'David VV' was rude, mean, and continually tried to change MY situation and what I was telling him. He told me that it was my fault and I should not have been late. He didn't even offer an apology or an attempt at understanding. My main point was that this girl should have been doing her job; I wasn't late. Pushing it...maybe, but I went from one flight to the next as quickly as possible and the bottom line is that if she, Nichole, had been doing her job and not flirting/chatting etc..I would have made my flight with absolutely no problems. Even after I wasn't able to get my boarding pass, went from one airline to another many times, went through security anyway (I was reduced to planning on sleeping there) the plane I was supposed to be on was still there!

I travel often, and have been traveling often for years now. This is the first time I have EVER experienced anything remotely close to such unprofessional and rude behavior. I am appalled not only of this individuals business ideals, but also of the so-called 'customer service'.

chad of salt lake, UT May 9, 2009

I bought a last minute ticket this week to attend a funeral for a dear family friend. The night before the trip I ended up in the ER with my 6 day old daughter who had a fever. It was incredibly scary for about 76 hours, and the last thing on my mind was canceling my ticket. 5 days later she is still in the hospital but stable so I had a minute to call about my missed reservation. Terry, a supervisor, told me tough shit. Because I bought the so-called "economy ticket" which is anything but on a last minute flight, there was nothing I could do about it because that was the way their computer system worked. she was so smug and condescending she had the nerve to tell me that I had read the terms and conditions and I should have been aware of their policy. When I told her it was that kind of customer service that made the airline industry what it was, she told me Frontier had the best customer service in the industry. I am stunned.

Lisa of Dallas, TX April 16, 2009

I took a flight on Frontier Airlines on January 23, 2009 with my toddler and infant. When I checked in the ticketing agent extended a courtesy to me and checked in my carry-ons. So, my carry-ons were now checked in bags. I forgot that I had my wallet in my checked-in bag at that time and proceeded to go through security to board my flight. That was the last time I saw my wallet. When asked for my ID at security check-point I realized that I had forgotten to take my wallet out of the checked-bag. This was just a few minutes after I checked them in. I ran back to the ticketing agent to ask that she retrieve my checked-bag because my wallet was in there. She said they were unable to retrieve the checked-bag because it was already downstairs.

I told her I am unable to board my flight and if it is downstairs they can surely retrieve it. She seemed reluctant and did not want to bother. I insisted since my wallet was in my checked-bag and all my IDs and money were in there. The agent assured me not to worry, that my wallet would be fine. She printed a different ticket and told me I would be able to go through security without an ID. When I went through security, they emptied all my other carry-ons (Baby bag and computer bag) and did a thorough scan of both me and my carry-ons.

I got home (Norman, OK) at 1:30 am Central Time, from the airport and checked for my wallet. It was not in there. I called Frontier Airlines immediately to report my wallet stolen. I was told to call the following day since their offices were closed. When I called the following day they told me that I was calling too late to report anything. I was also told to file a claim online, which I had already done that same morning around 1:30 a.m.. I pursued this matter some more and was told to file a report with the local police. Eventually, I was told to call the Airport Security and send in a notarized fax for them to pursue an investigation in the matter. Two weeks later I was alerted by fraud alert letting me know that my credit cards were fraudulently used in Oklahoma City.

At this time I was Texas and quickly cancelled my credit cards. I cancelled my debit cards and some credit cards but forgot to cancel three of my other credit cards. This ended up to be a good mistake because I now had proof that my wallet was stolen at the Oklahoma City Airport. Until the fraud alert occurred Frontier Airlines assigned someone to my case to try to identify the individual who used my credit cards. We had 2 video coverage but they were unable to identify the individual. With that result Frontier Airlines dropped my case and said they were not responsible. Over 1000 was spent at various department and convenient stores and gas stations and over 1200 in cash value was stolen from wallet which included cash, gift cards and IDs.

I asked G. Graham if he can refer me to someone else who can give me other help in this and he told me he would do no such thing so that I won't be bother them anymore. M. Gonzalez told me the same thing. She said there is nothing else Frontier Airlines can do they are not responsible. But they are because I told them at least three times that my wallet was in my checked-bag before they loaded it on the airplane. They should have known that they did not want to be held responsible and should not have loaded my bag on the plane.

My social security cards (mine and my children) and working ID (EAD) were some of the IDs stolen. The Social Security Administration does not want to issue another SScard for me because I need my EAD card which cost 350. With no SScard, I am unable to get another driver's license. So, I am stuck with no IDs. I need to get all my IDs again and will cost me so much money to get them all back starting with my EAD card.

Mohammed of Tucker, GA March 4, 2009

I file A Baggage Claim In Jan,2009 When i File the Claim They Ask if i had other Claim before With Frontier Airline And Said NO, So Today I recive a Letter From Frontier Airline Told they Denied My Claim Becuase About Year ago i had other Claim with another Airline when I Got Deployed to Overseas and they only told me if u have other claim with Frontier Airline and said No and they Telling me that Iam Conflicting information on the Statment on the Proff of loos.

I lost my Baggage in SAN airport in CA Right aways Went to the Frontier Airline Advise them and they Look in the area they couldn't find my baggage they did a claim for me...

Patricia of Ireland, WV January 27, 2009

I have requested my phone records. they said if I get a supoena they may not have the records. they dont have the local records. I have been recieving 3-400 prank phone calls a month. I have been working with the state police since june. the police obtained my cell phone records. They said that I have been making the phone calls. they showed me a number they said was mine. it is not. They insisted it was. the officer said that the case was closed. he was going to try to obtain my home records but the cell phone calls were closed. I am going thru a bad divorce. someone is calling my house from several different numbers. from 3:am til 11:00 at nite. this goes on everyday 6-10 times a day.

I know you can buy a thing on spy website that changes your caller id to the person you are calling , you can make 60 calls for 20.00 I know your company proably does not handle this kind of problem . It has been going on for a yr. I am really sick of it. If you can help please let me know. I dont think the state police will do anything to help. It disturbs me to think what kind of person would continue to call for over a yr. I think they have to be extremely demented to continue this. It makes me wonder what else they are capeable of.

Mental anguish, harrassment, I cannot answer my phone because I think they are calling sometimes to see if I am home or not. the calls are often made at times that I take my son to the bus stop. and at times when I return. when I answer they wait and hang up. It is very irritating. I deffinitly want to press charges against this person(s) I have no Idea where this is going to lead to & why they continue. for over a yr. I Have been fighting with the phone co.since june.08 to block unwanted num. call rejection service anything. they are so many different numbers. Or they block the calls.

Randall of Xenia, OH December 24, 2008

Here's the scenario-airport check-in at Dayton IAP 2 hours before take off with TWO bags. I observed the tags done correctly and the typical processing through security. One connection follows, a 2 hour layover in Denver. Result: NO LUGGAGE upon arrival in Salt Lake City (final destination), or on the following flight from Denver!

This is a complete mystery, I am told by sympathetic Frontier Airline baggage staff. My opinion: This performance is poor, especially when there appears to be absolutely no good reason for it (ie tight connections, flight changes, etc). I have yet to understand the compensation process, but it looks lengthy and I will be dealing with a central office somewhere after 5 days. There is verbage in their on-line FAQ's about needing original receipts for items lost. Of course, who keeps receipts for everything they might pack in a suitcase? This will be an angst filled experience. I almost want to give up now.

Consequences? Loss of winter outdoor activity wear (), dress suit (), Christmas clothing, and most importantly Christmas presents for my two daughters, age 7 and 8. I am running around on Christmas Eve trying buy underwear, something for church, and replacement gifts. How can this time and these special gifts be replaced? The anger I feel generated by this during the Holiday Season will unfortunately be the lasting memory of 2009. Thank You, Frontier Airlines.

Daniel of Schertz, TX December 21, 2008

I was rebooked to take a flight on Frontier after my Northwest flight was cancled. I was suppost to fly on Frontier from San Antonio to Denver then connect on United to my destination of Minneapolis,MN. I checked in in San Antonio and was unable to recive my United boarding pass from the Frontier agent. He said I would need to check in with the United rep for that boarding pass. I found the United counter in San Antonio and was able to speak with someone who informed me that my flight to Minneapolis was cancled. He promptly rebooked me onto a later Frontier flight out of Denver. His advice was to let the Frontier agent know right away that my bags would need to be re-routed.

I ran over to the gate and pulled aside the nearest Frontier agent that I could find. I explained my story to him, and he very rudely said he could not do anything for me. I quickly re-explained myself and he said that What do you want me to look through all thouse bags. I have to take care of all these other customers. You will need to file a claim when you get to your destination. I responed with So my bags are lost before they even leave? and he said Yes. I relcutantly backed off knowing I would not get anywhere with this man. I got to Denver and spoke with a service rep in Denver explaining my situation, and he once again said he could not do anything dispite the fact that I had a stop over of over 4 hrs. After many delays I finally was able to arrive in Minneapolis at 2 am in the morning.

 I checked the baggage that came off my flight to see if it was on it by some chance. It was not. I checked with the bagage agent at Frontier. She was hard to deal with, but called United and figure out that my bag was in Denver and would be on a flight to Minneapolis to arrive at 1130 the next morning. I called the Frontier desk at 1200 the next day and explained my situation and told the agent that my bags were comming in on a United flight. She told me that she would check on it and would call me back soon. Two and half hours latter I called and got the same woman again. She said the bag was not there yet. I explained once again that it was over at United. Finally she went over to check and it was there. Had she done her job and listened to me she would have found them eariler.

I can't fathom how an airline runs with such incompantance. They could have avoided this whole thing many different times if they simply listened to me and stepped up their effort. I would never fly this airline EVER again. I hope someone important realizes how bad their service is and does something about it.

I was forced to wear the same clothes for over 36 hours. Also I was late on a masters degree assignment due to my referance materials being in the bag.

Janice E. Louden of Indianapolis, IN December 3, 2008

My Partner and I flew to Seattle, Tacoma Washington Nov.22,08 through December 2nd on our return to Ind, through Denver,(flight 846) our flight was 47 min late on take off and they would not hold our flight to In. so we had a 4hr 10 min layover in Denver. Once we boarded flt 612 to Indy there were people boarding with luggage that should have been checked, and were forcing it into the overhead compartments, some people had to hold their coats.

Not only that but there was a young couple with a toddler seated in front of us on the other side and the toddler cried and cried and cried the whole trip, this leg of my journey was very annoying and you could not even nap. We have flown with Frontier several times but feel we were let down on this particular trip we are considering other options on our next trip.

By delaying our stay in Denver my partner and myself had to make other arrangements as far as working. I lost 8 hours of work my partner however was able to take another personal day.I myself in these hard economic times cannot afford a day off without pay, and we had to make other arrangements to get from the airport to home.

Alexander of Kansas City, MO August 21, 2008

I booked a flight for August 21st. From Kansas City to Denver, not realizing at the time that the flight leaves at night, i contacted frontier the night before and asked if I can change to the morning. The lady who I spoke to at first said that it would cost 220 to change it. Later when I asked to speak to the supervisor, she put me on hold for 10 minutes, and answered again herself, and said that there are no supervisors on duty, and told me that I can go to the airport and get a standby ticked for a difference of 62. When I asked her to make some notes in the system she rudly replied saying no! and hung up.

The morning of the flight I woke up at 4 am, went to the airport only to find out that its not 62, but 192, that I had to pay extra. When I asked for the supervisor, the same thing happened they did not have one on staff. Later I called Frontier help desk, and spoke with a supervisor, she told me that there is no record of me calling, and who ever gave me the 62 quote was mistaken, she too was not only rude but did not even want to listen to what I had to say. I just took her name and hung up.

Not only do I travel with Frontier 4-7 times a year but my whole family of businessmen use them as well, However with this kind of customer service I dont think anyone of my family members will fly with them after what they did.

Not only did I tell my boss that I was not coming to work, b/c someone told me that I can change my flight for a fee of 62, but I also had to get up early in the morning, go to the airport, only to find out that Frontier will not do anything about the situation at hand. I was stressed, and emotionaly about to burst into tears, for frontier ruining my whole day.

Jim of Adin, CA July 20, 2008

I have a frontier comunication bundle, phone, internet, Dish network. I was paying more then i wanted to pay for these services and got behind but still made a monthly payment. we called the srevice rep to make payment arangements to keep are service on. The customer rep gave us the amount that we needed to pay then they shut off are services, we called them back and asked what the minimum we needed to pay to get are services turned back on. we paid that amount and they said are services would be turned on the very next day, but they were not.

We called them back and wanted to talk with a manager, the individuel said we were miss informed and the amount we paid only covered the dish net work bill and the amount was almost double what we needed to pay to have all services turned back on. with in a month we started getting bills from dish net work. we called frontier and asked what we needed to pay on the Dish network bill so we can have that shut off and not on are bill, the frontier rep said they canot do that and we have to pay the hole bill on the bundle. We told the rep that the last bill we paid went to Dish and not on the phone or internet, the rep said we were miss infomed. I was finaly able to pay off all of the services which were around 420.00 Dollars.

We called frontier asked how long we had on are comitment for the bundle of services, the rep said about a week. We told the rep we would like the phone services turned off after the contract was finished.The rep called us back said that it would be 200.00 dollars if they turn the service off for breaking the phone contract, or we can sign for another year and that fee would be droped. We talked with Frontier several times in the last few months and were basicly told we were miss informed, or in my eyes blatently lied to.

They would not let me pay off Dish network to have them taken off the Bill. It resulted in me almost oweing Dish 500.00 dollars for not fulfilling the contract. Also not sure what I paid in late fees. Also took several hours of overtime to get them paid off. In addition all the times we were miss informed form the Frontier rep on how much we needed to pay.

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