Complain about a product or service

Frontier Airlines

Lou of Denver, CO June 16, 2008

My wife and I were at Denver International Airport on June 6th, ready to take off for our honeymoon when the airlines informed us we had missed our flight by one month! In March 2008 we had booked online with Frontier Flyaway vacations, paying 1600 for a flight and resort leaving on Friday June 6th and returning one week later on June 13th. Somewhere along the line, the dates were switched from June to May. We didn't find this out until we were about to fly out of Denver.

The airline didn't offer an explanation and didn't offer to rebook our honeymoon or refund any of the money we paid. We had to take a cab home and figure out what happened. We have no proof of booking for the 6th of June, but we are both very sure that we would not book a honeymoon three weeks before our wedding. We ended up spending an additional 600 on a 'plan B' honeymoon, trying to make the most of the time off work. We're both really shocked by the whole affair. Frontier airlines has always been a reliable company, until now.

Janell of Sherwood, OR June 1, 2008

My husband and I flew Frontier airlines on our way home from Detroit to Denver and then Denver to Portland. When we arrived in Portland we noticed two small tears in our luggage when we loaded them into our vehicle. The tears were small so we just continued home. As we were unpacking our luggage we noticed that our Garmin GPS and Sony digital camera were missing out of our luggage along with a cigar.

When we opened our second bag to search for our missing items we found a used condom in the bottom of our luggage. This condom was certainly not ours. I have contacted the airlines who claim no responsibility for the missing items and are unwilling to address the issue of the used condom. I have gotten the run around from everyone with Frontier. They continually pass me on to other people when I call. They have offered a 50 voucher to fly with them again, but I believe this to be a serious situation that needs to be dealt with properly. We feel extremely violated by this.

Loss of GPS: 200 Loss of Camera: 100 Loss of cigar: insignificant Feeling of Violation: indescribable

Karen of Elverson, PA April 9, 2008

In Sept 2006, myself, my husband and our cousins were traveling to Salt Lake City on Frontier and were approached to open a Mastercard and get a free ticket. Upon trying to redeem this free ticket I had a very difficult time finding a flight to accomodate all 4 of us and coordinate it with lodging. I finally got this done in Dec. 2007 and just got a call changing the times of our flights which has happened in the past and was no problem.

Upon printing out the reservations on line I discovered a problem with one of our party who wasn't booked on our flight from Phila to Denver. I called and was told they could not have her on the same flight as there were no more free ticket seats available. I questioned them about why they changed us in the first place and was told it was in the best interest of the airline. They refused to accomodate us due to policies regarding free tickets. We did not request the change and have to re-arrange our lives to suit the airline! They eventually changed Donna's husband to the United flight which she was bumped to, but we are still unhappy to say the least!

Asds of Elkins Park, PA February 17, 2008

Frontier Airlines mishandled my bags on a November 2007 flight to Salt Lake City. Getting in at well past midnight, by about 2 AM the baggage claim office in Salt Lake City found where they missed the connection and arranged for the bags to be sent to my hotel. They also gave me a sheet explaining that I would be reimbursed for up to 25 in incidental expenses. I made my way to my hotel, at 2 AM, buying socks and toiletries for 10. My bags were not delivered when specified by Frontier, and so I called them on the following evening. They arrived within two hours of my call. Awaiting my departure flight back, I spent about 40 minutes waiting to speak with the Frontier representative to give her my receipts, about another 30 waiting for the forms. I believe I got copies of my receipts from the agent - after another hour or so.

The complicating factor here is that three or four people handle the gates, ticketing and baggage claim in Salt Lake City, so this 2 minute process took hours. I've been waiting for my 10 in expenses for months now. I have called Frontier Airlines, left messages on their phone, and sent emails on their web site. My next step seems to be to file a complaint with the US Dept of Transportation or to spend 100 to file a suit in small claims court for my 10. Having spent about 10 hours on this matter, the amount I would be asking for in the suit would be substantial. I want my 10 back - and a hand-signed apology from an executive at Frontier Airlines. I hope you can both help me avoid a costly suit for the airlines and print this in your advice column to help other travelers. Thank you very much,

10-20 hours of lost time. I charge 125 - 175/hour for my time to clients, which can of course be substantiated.

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