Frontier Airlines Reviews

As I was getting nowhere, I just told the rep to cancel the flight. You might be asking yourself what happened to my remaining $78? Well the good news is that I now have that as a travel credit with Frontier! Yippee. I’ll walk to Vegas before I EVER consider booking this airline. I’ve worked in the customer service industry for a fortune 100 company for 20 years. Exceptions can always be made. ALWAYS! If I could give a negative star(s) I sure would.

This lack of compassion and professionalism caused significant and unnecessary stress for both my wife and me. Families traveling with special needs children should not have to fight for reasonable accommodations after already notifying the airline in advance. While Frontier may offer lower fares, the savings are not worth the poor customer service, lack of professionalism, and inadequate support provided by its ground staff. I sincerely hope Frontier reviews its policies and provides better training so that families with disabilities are treated with the respect, dignity, and care they deserve.

Then another gate agent stepped in, said, "Nope, they're too late," ignored what had just happened, started typing on her computer, and proceeded to print boarding passes for the standby passengers after flirting with them for the last hour. We were confirmed, paying customers, not standby. Our seats were given away despite the fact that we had already paid for them and had been at the gate for hours.

To make matters worse, we were sent back to ticketing and told the next available flight wasn't until 3:00 p.m. the following day. Instead of correcting Frontier's mistake, they tried to charge us $690 to get on that flight…even though we had already purchased tickets and had been present at the gate. Customer service was just as bad. Spartus, who identified himself as the “supervisor”, was rude, dismissive, and incredibly condescending. He repeatedly said, "I'm the supervisor," laughed in our faces, and offered absolutely no help or accountability. Adding to the chaos, there were multiple heated confrontations at the gate involving the same gate agent, including one with another passenger who accused her of discriminatory treatment and another dispute with a family. Regardless of those situations, the way we were treated was completely unacceptable and just as discriminatory.

Frontier took our paid seats, gave them to standby passengers, attempted to charge us hundreds of dollars for a replacement flight, and then treated us with disrespect when we asked for help. I will never fly Frontier again, and I strongly recommend paying a little more to fly with an airline that values its customers and honors the tickets they've already purchased.

After more delays, we were boarded only to sit on the plane because of a weight issue. We later overheard the pilot explain the aircraft had been overfueled and they were waiting to burn off fuel before departing. Hearing, "Hopefully we can make it to Philly," is not exactly something passengers want to hear before takeoff. The delays caused us to miss our connecting flight, and the next available flight wasn't until the following day. That meant spending nearly 24 hours in the airport, missing a day of work for three family members, missing a dentist appointment that resulted in a cancellation fee because we couldn't give 24-hour notice, and paying an extra $22 in airport parking because our car sat an additional day.

Customer service was, without question, the most disappointing part of this experience. The Frontier staff at the gate were beyond rude. Passengers simply trying to find out departure times so they could grab food or make plans were met with announcements over the microphone like, "Pay attention. The flight is delayed. No need to keep asking me." Meanwhile, the information was inconsistent—the email showed one departure time, the airport monitors showed another, and the Frontier app still displayed the original schedule. People weren't asking because they weren't paying attention—they were asking because Frontier couldn't provide consistent information.

We were promised meal vouchers because of the delays. An airport manager told me our family would receive two $75 meal vouchers. Instead, we received a single $50 reimbursement voucher that had to be linked to our bank account, paid out of our own pocket first, and then reimbursed 3–5 business days later. That's hardly a meal voucher for a family of five stranded for over 12 hours. To make matters worse, Frontier even emailed passengers asking for volunteers to take a later flight. Yet when we asked for a refund after already spending thousands because of their delays, we were told refunds weren't an option. Instead, they offered $50 per person in future flight credit. After explaining how much this ordeal had already cost us, we were actually told that the company was losing money too.

I understand that delays happen. Weather happens. Mechanical issues happen. Those things are part of air travel. What isn't acceptable is the complete lack of communication, accountability, empathy, and customer service. At every step, we were passed from one representative to another without answers or solutions. Our daughter's milestone birthday trip should have been filled with memories of celebrating in Las Vegas—not memories of delays, confusion, rude employees, unexpected expenses, and spending nearly an entire day stranded in an airport. Frontier Airlines, you failed your customers every step of the way. Based on the conversations we had with fellow passengers, it sounded like at least 80% of our flight felt the same way. This was our first experience flying Frontier, and it will absolutely be our last.

The return: Frontier flight 4000 (San Francisco to Dallas): can’t check in online on the app (as they suggested) neither their website or the customer support. And they assured me on the airport someone will assist me with it without paying. Guess what they tried to charge me for checking even though they see a notice of fee waiver for it the support put on. But again, the flight delayed.

Frontier flight 3110 Dallas to Charlotte): flight assistants at the gate where making jokes of us when we ask why they don’t start boarding even when the time pass and the board notice on the screen says door closes 20 minutes before flight. I wonder if Frontier Airlines ever make a flight the way they promised to. I wouldn’t even give one star for this airline; it’s just that there’s no option to continue without giving any.

Valeria

I arrived at the airport shortly after 5am. My son and I stood in line, then passengers were instructed by a gentleman to use the kiosks to print our own labels for our bags, prior to bringing our bags to the counter. I checked in for our flight in advance online. I got out of line to print our labels. My son stayed in line. The kiosk was not working properly. I could not scan the boarding passes, as instructed/shown. This option did not work. I had to manually enter my last name and confirmation number. Which the system only allowed me to enter once. My tag printed, for my bag ONLY, despite the fact I paid for 2 check in bags. But since I wasn't able to scan each boarding pass I only received one tag. I got back in line to check our bags. When we finally reached the counter, the young lady at the check in counter tagged and dropped my bag.

I gave her my son’s bag and explained when I put in the confirmation number and last name only one tag printed. She proceeded to tell me that I would have to go back to the end of the line (again). To have a representative print the label! (Reminder: MY bag was already dropped)! In a haste to get/print a tag I paid an extra fee for a carry-on online, hoping this would speed up the process, since the line was so long to start over to see if we would be allowed to check my son’s bag and proceed to the gate (to no avail). When I tried to print another label, the system told me “it had already been printed”, I tried again and the system replied, “It’s too late!” I went back to the counter and explained this to another representative, who attempted to help but couldn't.

She sent me right back to the young lady that I had initially encountered twice and told her to help me and print my son's tag. She called up a family of about 6-7 people in front of me and told me that she would help me after she finished with them! I waited. After she finished with them, she entered my flight information and replied to me nonchalantly, “it’s gone!”, (Referring to my flight.) Then shrugs her shoulders..(As if to say “oh well”!) I was livid and appalled by this time. My luggage was gone and my son and I were stranded in MCO airport! I continued to ask for assistance in desperate hopes to find an alternative to get home. The entire staff was extremely rude, passive aggressive and unhelpful. Except for one young lady at the customer service desk. The rep that I encountered initially said she had a headache and clearly did not want to work.

The employees were congregating with each other as opposed to helping customers and wasted time. Instead of her being apologetic (because she could have easily tagged and dropped my son’s bag simultaneously, (which another representative told me she could’ve simply tagged and dropped our bags at the same time so we could make our flight) she told me I arrived to the airport too late and shifted the blame. I became even more frustrated and more irate! I paid to check in 2 bags, then paid an additional fee for a carryon, I also paid an extra fee to board early and I paid for my son and I to sit together!

I called the airline which also did not offer any consolation. They told me there was a later flight that night for an additional $700! Considering the money I already spent and returning home from vacation, I did not have another $700 to spare for another flight and fees. Then they informed me that I was titled a “no show”, for the flight we missed as some a penalty. I requested a refund at least for the baggage fees. I was told a rep needed to complete a manifestation document. One of the counter managers agreed to issue this document and told the customer service rep to complete it. She added to the notes that I should be refunded for these fees to no avail. I called the airline back to confirm they received her message. They then stated it was not suggested that I receive a refund in the notes, which was simply a matter of wording. (A minor technicality).

I’ve spoken to at least 20 customer service representatives via phone and was given different information from each person! The rude/nonchalant female at the check in counter made a note in the system saying I was the one being rude. Did they expect me to be happy after being disregarded and missing my flight because of their negligence and attitudes? I finally found another flight on another airline for a cheaper fare, that would take us to DCA! My son and I sat in the airport for an additional 7 hours for our later flight (a total of 9 hours)! I have anxiety, arthritis and sciatica, therefore this was extremely painful/stressful. Once we finally arrived home, I immediately started calling the airline again to find out how to reunite with my luggage, I was given the run around yet again..

One person told me that my luggage was still in Florida. Which I knew couldn’t be true because I saw the rep at the counter tag it and drop it on the belt for myself. Another rep told me, I had 3 days to retrieve it. Another rep told me I had 24 hours to pick up. Another rep said, it was going BACK to Florida! Someone else told me it was at BWI. Finally I spoke to someone that said she would email the baggage claim office and ask them to call me (because she didn't know what to tell me)! Which never happened. I checked online with the tracker on Frontier’s website and received a message saying “we have your luggage, please contact a representative!” Every person I called could not tell me where the luggage was or where to go to get it. There is also no direct contact number for baggage claim or lost and found!

With no other option, I decided to go to BWI airport to look for my luggage. Upon arrival, I asked someone where the baggage claim or lost and found office was located. He informed that no one is usually there and wished me luck before he escorted me to the office. I walked to the office, the lights were out. I pulled on the locked door. Someone came out of a back room, opened the door, sighed and rolled her eyes, she then informed me that she just started her break, as if she was annoyed and I interrupted (this was before 10am)! I pointed out my bag and grabbed it. There were no salutations or niceties. Nor did she ask for proof that the luggage belonged to me. This is very unprofessional and rude! Then I noticed my luggage was damaged, which was the icing on this horrible experience. :-(

As a result, I have decided to never recommend Frontier Airlines and personally boycott the company. Everyone should be aware of their poor customer service, negligence and predatory fees. The employees over the phone are just as rude, unprofessional and unknowledgeable. No one should have to deal with this type of treatment for services they’ve spent hundreds of dollars on! I have since heard several bad complaints about the company throughout the airport from other passengers! An anonymous employee told me to never fly with them again and admitted they are terrible and that she is looking for a new job! This is unacceptable and embarrassing to say the least!

In addition to my dismay, the misconception of the low or reasonable fees just to be surprised by extremely expensive hidden fees, uncomfortable seats- further explain the very low overall ratings and complaints about Frontier Airlines. Which is rated 1.4 out of 5 stars according to Google! I tried to give the benefit of the doubt, which I strongly regret! I have never experienced this kind of treatment by business. Their policies, hidden rates, and obnoxious employees throughout the entire organization have sabotaged the business' reputation. There should definitely be an amendment to their policies to accommodate customers that have had these experiences.

As a result. I am requesting a refund for inconveniences of having to buy another flight, bag fees, early check in fee, damages to luggage, despaired treatment, disrespect and pain and suffering! I would also suggest mandatory customer service, and hospitality training for all employees! There should also be standard protocol and procedures that all employees are aware of. No one should be providing false and differentiating information to customers! I have a colleague that experienced these issues also with Frontier. An isolated incident would be more understandable but to receive the same treatment from several employees in different departments is inexcusable! American Airlines’ staff was very polite and thorough and their seats recline!

My complaint is not about changing seats. I completely understand that families sometimes need to be seated together. My complaint is about the disrespectful and humiliating way I was treated. When I asked for the flight attendant's name, he refused to provide it. After landing, I went to Frontier Customer Service expecting someone to listen to my complaint. Instead, they refused to help me or direct me to a supervisor. This happened today, July 29, 2026, on Flight F9 67 from Punta Cana (PUJ) to Miami (MIA). No passenger deserves to be treated this way. This experience was humiliating and completely unacceptable. Frontier needs to do a much better job training its employees in basic customer service and respect.

When we called Frontier again, spoke with the same supervisor, their story completely changed & they could not provide a legitimate reason why our reservation was cancelled, just offered a $50 voucher each to offset the cost/inconvenience of what is now a flight $500 more than the cost it was when we originally booked. Will not be using Frontier again for their sheer lack of honesty, integrity, & poor business ethics.

They market low fares, but by the time you pay for a carry-on, checked bag, seat selection, and virtually everything else, you’re paying plenty. The least they could do is uphold their end of the bargain by getting passengers to their destinations as scheduled. Instead, you’re left scrambling to find alternate flights, rearrange transportation, miss important events, and lose valuable time. The lack of reliability is enough for me to never book with Frontier again. Saving a few dollars upfront is not worth the headache, uncertainty, and frustration that comes with wondering if your flight will actually take off.

In my opinion, Frontier should be compensating customers for the unnecessary stress, inconvenience, and expenses caused by these last-minute cancellations. Their current level of service simply doesn’t match what customers deserve. I will never fly Frontier Airlines again, and I would not recommend them to anyone. If reliability matters to you at all, spend your money with an airline that values its customers’ time and can actually deliver the service you paid for. Frontier has completely lost my trust.

One of the other things that infuriated me was the fact that frontier lady at counter actually suggested to leave the dog behind. I looked at her with such disgust and it took every ounce of my strength to keep myself from jumping over that counter to show her how she made my family and I feel. Like she can care less. That lady either never had a pet or is an animal hater or something. ANY PET SHOULD NEVER EVER BE LEFT BEHIND!!! THAT WOULD BE CRUEL TO THE ANIMAL. WHICH IS ILLEGAL!!!!

Nonetheless.... it broke my heart when my wife looked at me and said that I am going to have to leave her and our dog behind and figure solutions. As much as I would have rather stayed behind with her and we figure it out together.... I had a child that attends school the following week. As so many tears rolled down my face.... I knew I had to accept it and pray for my wife to return home with our dog somehow someway without me by her side. Everyone telling me to calm down or they will arrest me.... yea... like I said.... NO COMPASSION!!!!

I write this review not only to show frontier how we feel after this fiasco.... but to also inform the public of how the frontier's extraordinary customer service. I feel as they had no compassion for the situation and could have cared less. I feel as my family was torn apart due to their policies and lack of informing us of the health certificate that would be needed. In my opinion... maybe a better way of making sure something like this never happen again is to upload all necessary documents online for approval before purchasing the pet in cabin. I pray that everyone that sees this review helps them to be extra prepared... make extra calls.... ask extra questions.... and have all of your questions answered before flying frontier. If frontier continues to handle their customers like the way they did us.... they will follow spirit's footsteps or worse.

Did they make it right? Nope!!! They said we need to have a note from the agent expressing that we could not use our tickets because we could not check our bags. This is the same agent that left over two hours before the updated departure time. While it is their policy for the baggage agents to remain there up until 60 min before the flight, they ignore that policy, and do require that you get a note from that same agent who broke their policy in Leaving early! Be careful flyers! An updated departure time means they can leave whenever they want! We spoke with three other airlines that told us that’s a breach in policy, and “only on Frontier” does that stuff happen.

I’ve flown many airlines over the years, and this was one of the most frustrating customer service experiences I’ve had. I hope Frontier reviews how its baggage policies are enforced so other travelers don’t have the same experience. Based on this experience, I will think twice before flying Frontier again, and the people I traveled with were equally disappointed after witnessing what happened.