ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I flew Frontier for the first time and got assigned a window seat on an A321neo for an almost 4 hour flight. It was the most uncomfortable seat Ive ever experienced. On my way home I was assigned a middle seat, but since I knew how horrible the flight there was and how sick I felt, I paid $30 to upgrade my seat to a window seat. I chose the back row because I could be close to the bathroom. I board the A320 craft and my seat has no window. They charged me the same price for no window as they did for those with a window. Nowhere on the app did it say there was just a wall there. No warning, nothing. When I contacted them for a refund they had to transfer me, took forever to respond, and then said no. They said they provided the service so no refund would be given. This is false advertising and charging for something they didnt give me. I paid for a window seat and I got a wall.

  Business response

  09/14/2024

  Dear ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to extend my sincere apologies for the discomfort and frustration you encountered with your seat assignments on your recent Frontier flight from ****** to *******. I can understand how disappointing it must have been to pay for an upgrade to window seat and find that the seat you received did not meet your expectations. 
  
  Frontier wants you to have a great experience when you contact us when asking for assistance, 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 team. We regret that this time, despite our best efforts, you were unable to receive prompt assistance from us.  
  
  I confirmed that the flight was impacted by a change in aircraft, which resulted in different seating arrangements. I apologize for any inconvenience this may have caused. Please know that we always strive to ensure our passengers' comfort and never intend to create any discomfort during their trip. 
  
  Based on your experience, a refund has been processed back to your card ending in XXXX for $XX. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer response

  09/14/2024

   
  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

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The airline canceled a flight (F9 2342) due to maintenance issues with no warning via email, text or over the intercom at LAX. When approached to ask on the reschedule reason, the attendants were very unprofessional and helpless. They fell to procure lodging for overnight accommodation or transportation to and from airport due to inconvenience of cancellation.

  Business response

  09/10/2024

  Hello *****, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. We sincerely apologize for the inconvenience and frustration you experienced with the cancellation of flight F9 2342 in *********** and the unprofessional and unhelpful assistance provided by our airport staff. 
   
  We understand how important it is to receive timely notifications about flight cancellations, and we apologize for failing to inform you via email, text, or the intercom. We take your feedback seriously and will address this issue with our team to ensure it doesn't happen again in the future. 
   
  To better assist you, could you please provide us with the following information: 
   
  - The correct 6-digit alphanumeric confirmation code  
  - Last 4 digits of the credit card on file 
   
  OR 
   
  - Email Address associated with the flight 
  - Phone Number associated with the flight 
  - Address associated with the flight 
  - Travel Agency 
  - Passenger Date of Birth 
   
  This will allow us to look into the details of your reservation and provide you with further assistance. 
  
  Once again, we apologize for any inconvenience caused and assure you that we value your feedback. We strive to provide exceptional service to all our passengers, and we regret that we fell short in this instance. 
   
  Kindly, 
   
  Customer Relations Specialist  
  **********************  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight on Frontier Airlines for travel on Thursday, April 11, 2024 from *** to ******* (MCO) with a return on Sunday, April 14, 2024 to ***. Both flights were non-stop, only 2 hours. On my outbound flight, we were delayed 5 and 1/2 hours and given a $10.00 meal voucher, which cannot even buy a sandwich in ANY airport in the ***. We were not given a reason for the delay by any of the gate agents.On my return flight, we were then delayed again (due to maintenance - Frontier's fault) and re-routed after waiting 3 hours, from ******* ******* to ****** ******** to come back across the country to *******, **************!!!! This made absolutely no sense at all. See below itinerary. A rebooking with a 23 hour flight time for a 2 hour flight!!!!MCO to DEN Depart: 4/14/2024 1:23 PM | Arrive: 4/14/2024 3:44 PM Layover:23 hr 32 min Note: This layover is +6 hours.DEN to RDU Depart: 4/15/2024 3:16 PM | Arrive: 4/15/2024 8:36 PM Upon my return home in **************, I made several calls to Frontier demanding a refund and I was finally issued a $300 travel voucher. I DO NOT want a travel voucher with Frontier Airlines, because I will NEVER fly them again. I would like a refund on my voucher in the amount of $300 US dollars.

  Business response

  09/10/2024

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am deeply sorry to know that your flight was delayed on April 11th, 2024, from ************** to ******* for more than 3 hours, and you received a $XX meal voucher that you were unable to use because you cannot even buy a sandwich at the airport with that meal voucher of $XX. We are disappointed to hear that your customer service experience was less than satisfactory when at the airport. Your experience with our customer service agents should not have been negative in any way, and we regret the lack of professionalism. This level of service is no longer acceptable to us. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. I want to apologize for your time change as well on your return flight and know you got a new flight with a layover instead of a non-stop flight.
  
  I have checked your reservation XXXXX. I confirmed the delay of your flight and the voucher of $XXXX we provided. I understand you are requesting to get cash compensation due to this bad experience and inconvenience caused.
  
  However, checking here, according to the Department of Transportation, Frontier Airlines and other airlines do not provide cash compensation.
  
  You will be able to find the information at this link. ***********************************************************************************;
  
  We value your feedback and are dedicated to resolving your concerns to your satisfaction. Thank you for your patience as we work through this process. We hope to have the opportunity to better serve you in the future.
  
  Sincerely,
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction withFrontier Airlines handling of my flight scheduled for 8:30 AM from ****** to ********* on 9/6/2024, under confirmation code OBCKMS for *****************************. Despite booking the flight well in advance, I received a text at 4:00 AM informing me that the flight was cancelled without any explanation or alternative options for rebooking.In addition to not providing any support, I was left to scour for options on my own, only to find that none of the available alternatives would get me to my destination in a reasonable time. Your flights either arrived in ********* the following day at 5 PM, or would require me to drive three hours to ******* for a flight arriving at ******************************************************************* *******. You did not offer to work with other airlines or assist me in booking an alternative flight in any capacity.Moreover, the lack of any customer service number to speak with a real person compounded the frustration, as I was forced to navigate a chatbot that offered no meaningful solutions. No compensation was provided beyond the bare minimum refund for my flight, and there was a complete absence of an apology or acknowledgment of the impact this cancellation had on my plans.This flight cancellation has resulted in significant financial losses:Concert tickets: $112Hotel stay: $422Rental car: $167Additionally, I lost two days of paid time off and an entire vacation that I had carefully planned. While I understand that flight cancellations can occur, the lack of explanation, options, and basic human compassion shown by your airline is appalling.I respectfully request that you accommodate the trip I was set to take or provide a more meaningful resolution beyond a basic refund. It is the very least that Frontier Airlines can do after this egregious mishandling of my travel plans.I look forward to your prompt response and action.

  Business response

  09/10/2024

  Hello ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am deeply sorry for the inconvenience caused to you due to a flight cancellation on September 6th, 2024, on your flight from ****** to *********. I do apologize to know that your flight was cancelled at the last minute without any explanation or alternative options to rebook. I can imagine your frustration when you saw the options due to your cancelled flight and that those options do not work for you. We are disappointed to hear that your customer service experience was less than satisfactory when at the airport. Your experience with our customer service agents should not have been negative in any way, and we regret the lack of professionalism. This level of service is no longer acceptable to us. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. 
  
  I have checked your reservation XXXXXX. I confirmed the cancellation on your flight ticket, and I verified the flight information and cancellation. I confirmed this cancellation was uncontrollable for Frontier Airlines.
  
  Uncontrollable situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. 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.
  
  You can find this information at flyfrontier.com in the customer service plan section at this link: **************************************************************************;
  
  However, I have checked that you cancelled the whole ticket and asked for the refund of the whole amount. I can confirm we refunded the whole ticket for the amount of $XXXX back to your **** card ending XXXX. The refund was processed yesterday, September 6th, 2024. The refund will take seven business days to be completed. It may take a few more days, depending on your bank's processing time.
  
  I understand that you are asking for compensation for your expenses; however, due to uncontrollable situations, Frontier Airlines is not liable to compensate. Please note we are following the Department of Transportation regulations.
  
  You can find the information at this link: ***********************************************************************************;
  
  Will be at the Cancellation and Delay Dashboard section.
  
  However, I do understand your frustration, and I confirmed that we provided you a Frontier voucher for $XXXX as compensation; as a one-time exception, I increased the amount to $XXXX.
  
  Here you have the new voucher information:
  
  XXXXXXXXXXXXXXXXXX - ***************************** - Expiration date: December 6th, 2024 - Value: $XXXX
  
  This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use. 
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email. 
  
  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 they were issued. 
  The name on the new reservation must match the old reservation exactly.
  Thank you for taking the time to bring your situation to our attention.
  
  Sincerely,
  
  Customer Relations Specialist 
  **********************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been asking for help since July 17, 2024 for a purchase of an airline ticket that I did not purchase. Someone fraudulently used my card, ive gotten no Resolution from them yet. Its been almost 2 months and I just want a refund. *** contacted them in person over the phone and email. Ive gotten several excuses. I just want my money refunded. The money was taken off of prepaid card so I havent gotten any results from them either.

  Business response

  09/10/2024

  Dear *********************************,
  
  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 someone made an unauthorized purchase with your card, since the reservation is not under your name, phone number or email address, we are unable to find it. However, you mentioned that you have contacted us before. Perhaps, you have the reservation number, passenger's info, travel cities and dates, anything that can help us find the reservation. 
  
  If you wrote to us, you should have an incident number that looks like this: ****XXXXXXXXXXXXXXXXX (BBB Incident number) 
  
  We appreciate your cooperation and look forward to hearing back from you.  
  
  Best regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ticket to fly to ***** on Thursday, August 29, 2024. My return flight was made through Spirit Airlines for September 3, 2024. After I paid $33.00 to get to the airport about an hour in I received a message notifying me that the flight was delayed due to weather. My flight was set for 6:15 pushed until 7:17pm. I then received a message that the gate was changed. About an hour later I received a message that the flight was pushed to 7:55. We boarded around 8pm. After boarding the plane sat there for an hour and a half before the pilot decided to announce that our plane was 25th in line for the runway. About an hour and a half later we were told that we were 3rd in line. We were never even offered a water. The pilot kept speaking over the loud speaker for the guests to sit down and we weren't allowed to go the restrooms. At this point it was 11:30pm. We were then told the flight was being brought back to the airport. At midnight we were told "unfortunately the flight is cancelled". It was an absolute horror at that point. We deboarded the plane at 12:30am. We were sitting on that tarmac for over 4 hours and never even offered a beverage. At our departure there was an attendant handing out "refund" cards and we were told to go to the ticketing area(with no direction) and see what they could do for us. Basically we were stranded. Many were in line. They should have a better plan for this situation. I chose to leave at that point because I was exhausted at that point. I tried called Frontier Airlines and they do not have a **************************** I was asked to chat and kept being disconnected when attempting to "Chat". I received an email that my flight would be refunded but that does not make up for the time, inconvenience, and rudeness that I encountered. This should not be allowed. I have been refunded finally but unfortunately my return flight from Spirit was only "credited". These practices should not be allowed.

  Business response

  09/10/2024

  Hello ********,
  
  Thank you for contacting Frontier Airlines regarding your reservation XXXXXX from ************ to ***** on August 29th, 2024.
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  Im so sorry to hear about the nightmarish experience you had with your flight. It sounds like you were met with a series of frustrating delays, poor communication, and inadequate support during a very stressful situation. Its completely understandable to feel upset given the lack of basic amenities, the prolonged wait, and the disorganization in handling the cancellation. Dealing with such inconvenience and then facing difficulties with customer service only adds to the frustration.
  
  Upon taking a look at your reservation, I was able to confirm that your flight was initially delayed due to Weather Conditions and ended up being cancelled due to Air Traffic Control, the last one being the reason for the tarmac delay as well.
  
  These are unexpected flight disruptions that occur in real-time, on the day of departure, and are managed by the *** and Airport Agents. Examples are mechanical issues, crew scheduling, Weather, ATC (Air Traffic Control), or Bird or lightning strike (Environmental events). These cause flight delays, cancellations, and diversions.
  
  I understand that you decided to go ahead and travel with a different airline. Our Contract of Carriage, which you agree to when completing a reservation with us, states: Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. The foregoing shall be the limit of Frontier's liability for the matters covered by this provision.
  
  More details can be found in the following link: *******************************************************************.
  
  Additionally, the *** states the following about Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses *******************************************************************************.
  
  With that being said, I must respectfully inform you that your reimbursement request cannot be fulfilled.
  
  Your reservation was fully refunded back in August 29th, 2024. The amount of $XXXX was refunded back to the **** Card ending in XXXX and $XXXX went to a MasterCard ending in XXXX. Starting from that date, it takes 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.
  
  I can see that you were given a $XXXX voucher, therefore, as an apology gesture, I have voided it and issued a $XXXX full fare voucher, valid for 90 days.
  
  Follow these steps to redeem your voucher:
  
  1. Visit www.flyfrontier.com and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here.
  3. Enter your voucher number in the field provided.
  4. Select Apply Voucher.
  
  About your voucher:
  
  Its not redeemable for cash.
  Within 90 days of the date of issue, the voucher must be used to book travel
  There are no restrictions on travel date.
  Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount.
  It may not cover the entire cost of the ticket you book. You must pay any remaining balance due.
  Its not transferable. It may be redeemed only in the name of the passenger to whom it was issued.
  The name on the new reservation must match the old reservation exactly.
  It can be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.
  
  A separate email has been sent with the voucher details.
  
  I apologize again for your past experience, but I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next flight will be a vast improvement!
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  09/10/2024

   
  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

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On march 7th i booked a family flight to ******* from *******. For a vacation on june 11th. Reference number B9BDXV.On april 10th frontier airlines cancelled our flight and tried to move us to a later flight. Our plans did not fit the new times, so we canceled the flight that same day. I have an email confermation of the cancelation with our booking agent. and that a refund would be issued in 3 business weeks. After a month no refund came from frontier. I have contacted frontier 5 times being told a refund was authorized, To wait 7 business days each time for it to clear. So now its been 8 business weeks without receiving my $669.90 refund.

  Business response

  09/10/2024

  Hello *****, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond regarding your refund for booking XXXXXX. I apologize for the delay in processing your refund and any inconvenience this may have caused. 
   
  After carefully reviewing your case for the booking purchased on March 7th due to family reasons (a vacation on June 11th) from ******* to ******* F9-2529, it appears that there was a miscommunication between your booking agent and our refund department, resulting in the cancellation of your flight being marked as a no-show. I understand how frustrating this must have been for you. 
   
  However, I have good news! Our chat agent, during your last contact with us on 08/31, requested the status to be removed and I'm happy to inform you that we have successfully issued a refund for $XXXX back to your original form of payment, which is a Mastercard ending in XXXX. The refund will take seven business days to be completed. It may take a few more days depending on your bank's processing time, If you dont recognize the credit card associated with the payment please contact your travel agency directly to pass the fund to you. 
    
  Once again, I apologize for the inconvenience and the delay in resolving this matter. We value your business and appreciate your patience throughout this process.  
   
  If you have any further questions or concerns, please don't hesitate to reach out to us. We are here to assist you. 
   
  Kindly, 
   
  Customer Relations Specialist  
  ********************** 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight with spirit, my return flight was with frontier. I received a confirmation code from frontier that did not tell me how to use it. I have always received an electronic flight itinerary but I did not get one from frontier. I reached out multiple times but couldnt get the issue resolved as there was no live agent to assist. When I got to the counter with my kids, I was told I had to pay for each persons luggage when in fact online, it states 1 free luggage per passenger. I have tried getting help through my bank and they claimed they cannot get a hold of a live agent from the airline and that since the ticket purchased is non refundable, they are unable to assist. I tried getting help from Expedia and they said the same thing. Frontier has charged me $1207.44 but did not provide the assistance I needed to the flight I had to book a last minute flight with southwest for my kids and myself to return home which was expensive.

  Business response

  09/07/2024

  Hello Adelanke,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand your concern because you booked a flight with spirit, and your return flight was with Frontier, and you received a confirmation code from Frontier that did not tell you how to use it, and you contacted several times but couldn't resolve the issue because there was no live agent to help you. I am sorry to hear that when you arrived at the counter, you were informed that you had to pay for each personal. I am sorry that was your experience and appreciate you bringing this to our attention. Please be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered.
  
  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 station to ensure we are adequately staffed to prevent this from occurring in the future.
  
  I must kindly inform you that the Frontier business model is changing in many ways and the difficult decision to discontinue our call center service comes after careful analysis and evaluation, you are always welcome to reach out our general reservation agents through our different official channels like chat and social media support: *********************************************************************************************************
  
  We do offer phone support for Elite Loyalty members, for customers contacting us within 24 hours of their travel and passengers who recently completed travel within 24 hours. If you meet either of these qualifications, you can call at ************. 
  
  Our record indicates that under the reservation XXXXXX the flight from ********* to ********* on 5/19/2024, was tagged as no show because you did not board the plane. Once a reservation is tagged as "no show" the value of your ticket is voided, I invite you to review the Contract of Carriage, legal document that all customers accept when purchasing an economy ticket with us: ************************************************************************;
  
  Remember that the check-in is available 24 hours before the flight through our website and mobile app. We always recommend to the passengers to be in the airport at least two/three hours before the flight, so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and gates, 20 minutes before the flight.
   
  Let me kindly inform you that our policy indicates that the personal item that include the ticket is for free, and it must not exceed of 14" high x 18" wide x 8" deep. If these dimensions are exceeded, you will have to pay for a carry-on. For more details about the baggage's size, please check the following link: ****************************************************************************;
  
  In fairness to all customers, the collection of fees are deferred to the discretion of the airport personnel that were present.
  
  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.
  
  CHARGEBACK FILED WITHIN LAST 90 DAYS: I would advise you to contact your banking institution directly for any updates.
  
  CHARGEBACK FILED 91 DAYS BACK OR FURTHER: If you would provide non-editable documentation from your banking institution regarding the outcome of this dispute, we can review further.
   
  I am sorry once again for the inconvenience you had with your flight. It is not our desire to cause our customers any inconvenience.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I flew with Frontier Airlines on August 30 on our return flight from *** in ******* to *** in ************. Our flight confirmation number was HE5E3G. My family and I were checking our bags for the flight and we watched the Frontier Airlines employee. ******************* ****** my sister suitcase because he was upset for some unknown reason and when he yanked the suitcase, he snapped her handle clean off of her suitcase. When can fronted he claim that that was tear and that it was already broken, we explain the suitcase was brand new. As evidenced by supply photos, you can see the brand new stickers and protective film on the suitcase where it was fresh out of the box and used for the first time. When my sister confronted the employee about lying, he shrugged his shoulders as if he did not care when we called Frontier to file a complaint they refused to compensate my sister for the cost of her suitcase, so that she could replace it and she was repeatedly told that it was it was not. The suitcase was fresh out of the box and the employee yanked it off. We need someone to advocate for my sister to be adequately compensated for her luggage set assistance would be greatly appreciated Thank you!

  Business response

  09/07/2024

  Hello ******,
  
  We have received your email correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for your detailed communication regarding the incident with your sister's suitcase on your flight from ******* to ************ on August 30. We apologize for the frustration and inconvenience this situation has caused.
  
  After a thorough review of your claim, it was determined that the damage to the suitcase falls under the category of normal wear and tear. As per our policy, we are unable to provide compensation for damage that is considered to be the result of routine handling.
  
  We understand that this decision may be disappointing, especially given the circumstances you described. The condition of the suitcase. However, our assessment concluded that the damage was not due to negligence or mishandling beyond what is considered normal.
  
  Please note that airlines are not responsible for damages resulting from normal wear and tear, as this is a natural occurrence given the nature of air travel. As such, there is no compensation associated with this type of damage, moreover limitations of liability were added when bag was checked-in which shows the bag was previously damaged.
  
  A refund in the amount of $XX was provided in a timely manner on September 04, 2024 back onto the card used to make the payment ***** XXXX).  
   
  According with our Contract of Carriage Limitations of Liability, we can't be liable for normal wear and tear. This includes scratches, small dents, rips, tears, and general grime and dirt. 
  
  We aim to be transparent regarding our policy, and you can find the information posted on our website at the link below. 
  *******************************************************************
  
  Thanking you for bringing this matter to our attention and once again expressing our apologies for any inconvenience caused.
  
  As a customer service gesture, you were issued $XXXX vouchers to use towards future Frontier travel, which will expire on December 03, 2024. For your convenience, I have included the redemption details below.
  
  *******************************: # XXXXXXXXXXXXXXXXXX
  
  Keep in mind you do not have to fly by the expiration date, travel just has to be booked by then. For further flexibility, we have extended our booking calendar through April 2025.  
  
  Thank you for sharing your feedback, we are looking forward to seeing you onboard soon.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************
  **********************************************************
  Follow these 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.
  3.Enter your voucher number in the field provided.
  4.Select Apply Voucher.
  
  About your voucher:
  
  Its not redeemable for cash.
  Within 90 days of the date of issue, the voucher must be used to book travel
  There are no restrictions on travel date.
  Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount.
  It may not cover the entire cost of the ticket you book. You must pay any remaining balance due.
  Its not transferable. It may be redeemed only in the name of the passenger to whom it was issued.
  The name on the new reservation must match the old reservation exactly.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked flights through Expedia did not buy insurance because we didnt feel we needed it and were going on the trip however frontier has cancelled our flights not once but twice the time no longer works and is of no fault of ours what we bought is not the service being provided. We would like our money back to be able to book a flight that works for us being they did not uphold their end of the deal.

  Business response

  09/07/2024

  Hello *****,
  
  We have received your email correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I am sorry to hear your frustration regarding the change to your reservation and hope to provide some clarification. 
  
  In reviewing your reservation, I see your flights between ********* and ***** on October 28, 2024 were impacted by a significant schedule change on August 20, 2024, and your booking would qualify for a refund upon request. We understand this inconvenience your travel plans as the new times assigned did not work for you, Please be assured that it is never our intention to inconvenience our customer's travel plans, Our main goal is to provide the best service possible and I apologize if this was not the case.
  
  Your refund request has been approved. We have refunded the amount of $XXXX to the same payment method you used ***** XXXX). Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
   
  Please be assured that we are working diligently to minimize such occurrences and ensure that they do not happen in the future. Our team is constantly reviewing our operational processes and making improvements to provide a more reliable and consistent service.
  
  We understand that it is essential for our passengers to remain updated on any modifications to their travel plans. We encourage all our passengers to carefully review the notifications we send and to reach out to our customer support team in case of any confusion or further assistance required.
  
  As of May 1, 2024, passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.
  
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below.  
  Customer Support | **************************************************** 
  
  Your feedback plays a crucial role in our continuous improvement efforts. We appreciate your taking the time to bring this matter to our attention, as it allows us to identify areas for improvement and make necessary adjustments to our services.
  
  Thank you for sharing your feedback. Have a good day.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

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