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Lou of Denver CO (06/16/08)
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 (06/01/08)
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 (04/09/08)
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 (02/17/08)
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.
Tommy of Garland TX (12/29/07)
On the 29th of November, 2007 I took a flight from San Jose, CA. to Dallas, TX with one stop-over at Denver, CO. Along with me are my collection of 180 Zippo lighters and they're all contained no fuel as well as no flints - I'm a vivid collectors and always took out flints from the tube to keep it in MINT condition - thus they're can't causing fires.
After checked-in at the airport and paid $100.00 dollards for two(2)over weight baggages I haed to the gate waiting to aboard as usual but then the airline calling my name and asked me go back to the counter where they told me that lighters are not allowed to be transported by air. I explained to them that my lighters are collect items and they contained no fuel or flints which can not causing fires, I also explained to them that the TSA has been lifted the banned of non-torch lighter (with no fueled in it) since August 4th,2007 but Frontier's employee still refused to let me boarding citing that they didn't heard of the new rules which lifted the banned of non-torch lighter both in carry-on and checked-in baggages. They TOLD me that I eighter leaves my collection behind or delaying my flight to take-care of my lighters. Their solution is re-scheduling my flight for the next day (Nov.30th).
Figured out that I can't debated with them at the airport I then agreed to take the next day flight but when I asked them to return my over-weight charged of $100.00 which paid by cash, Frontier's employee REFUSED to give it back to me for no reason. All they said is that they can not and then after I told them that I didn't actually took the flight and my baggages will not be over-weight the next day after I take out my lighters (and sent it by mail), they said that they still cann't give me my money back. All they said is the problem will be solved the next day after I checked-in.
I then have to take a cab to postal office to sent it by mail - not to mention that I have to spent one night on the street because I'm moving out of state and I have no place to stay, this causing me extra times and money to solved the problem which shouldn't be existed if Frontier's employee spent more times to trainned their employee of up-to-date rules and laws as well as customers' rights
The next day I came back and checked-in with only one over-weight baggage which should be charging $50.00 as per Frontier's policy. Their employee TOLD me that they still can't give me back my $50.00 they owned me and TOLD me to call their customer relation in Colorado.
I called them after arrived and been TOLD that the refund will be sent to me within 7 to 14 days. After 14 days I still haven't received my refund so I call them back and they TOLD me (again) that the check was actually sent out a few days ago and I should wait for another 7 days. After another 7 days, I called them back and been TOLD (3rd or 4th times ???) that the refund check has ACTUALLY been cut a few days ago (???) and will be arrive bla bla bla bla ...
Today I still haven't received my refund money after 1 month of waiting and Im sick and tired of listening to their explanation which never matching what they have been said before, they always have a differrent reasons to going-around without giving me back my money .
Perry of Cedar Hill TN (02/28/07)
My wife and I were returning to Nashville, TN from a ski trip in Vail, CO on Frontier Airlines out of Denver, Frontier's home location. The plane we were on had the capcity to carry 132 passengers. Our particular flight had only 43 passengers but Frontier could not manage to get our bags on the plane and to Nashville with us.
According to Frontier's policies each passenger can check 2 bags. A full load would result in 264 bags maximum. Our flight had the potential of 86 total checked bags but Frontier still failed. Also, according to Frontier's policies passengers need to arrive at leats 2 hours prior to departure and check bags 45 minutes prior to departure. We had acomplished this almost 3 hours prior to departure but Frontier still failed.
I would expect an airline operating in their home office airport to have excellent service, not the case with Frontier. They performed miserably in their own back yard.
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