Frontier Airlines Reviews

They said that since it was "my fault", they could not cover a hotel to wait for said flight, nor an alternate flight to get me close to home. I had to be to work the next day so I opted to pay to change my booking to a city close to my destination. I had to devise this solution to my problem and then had to explain said solution to the much less than helpful employees. In the end, I had to pay a lot of extra money (change in booking and bus fare) to get to my destination. I was offered no apology or compensation and I had to wait for 12 hours in the airport. They refused to even offer me a meal voucher. After complaining to Frontier corporate, I have been met with the blame game. Apparently it is just not possible that this fiasco is their Responsibility. That is why I have started #fleefromfrontier.

Upon returning to Denver, I contacted Frontier's customer service and received an e-mail back a week later explaining that Frontier is not liable for damage due to volume and speed of transfer. They provided me a $50 travel voucher as reparation for the stroller. Two problems remain. First, both handles being snapped off is indicative of negligence, as both handles do not snap off due to normal handling or putting a stroller in an airplane. Second, in order for the $50 to do me any good, I would need to purchase additional airfare through Frontier, which I will not do based on the customer service I have just written about, and the damage to my stroller the last time around. I cannot afford to lose strollers to airline negligence, and the $50 voucher does me no good in replacing my stroller for use at home. Frontier has not resolved my situation, and I will not be flying Frontier in the future. Additionally, I will continue to relate this story to others so that they may avoid the same situation.

Since this happened... I have seen many many such stories online... It's my sincere request from everyone who is thinking about Frontier Airlines... to AVOID FRONTIER and take another airlines... At the end of the day all the hassles, additional fees, penalties and frustrations is JUST NOT WORTH IT!!!! GOOD LUCK FRONTIER. TRYING TO MAKE MONEY BY ROBBING YOUR CUSTOMERS!!! I WILL GUARANTEE YOU THAT SOON YOU WILL HAVE NO CUSTOMERS AND YOUR AIRLINES WILL BE BANKRUPT!!!!

I tried to call so many times. Each time the voice message said that the office opens from 8 am to 11 am, then I got hung up regardless of the time I called (I called within the time frame). So, Frontier Airlines obviously committed to several "crimes". 1. Not keeping their words (charging $70 on departure day instead). 2. Not being consistent with their policy (they still charged Carry-on fee regardless of having it stamped on the boarding pass or not). 3. Not wanting to listen to customers. Unless my issues are solved, I continue to suggest that if you can fly with any other Airlines, stay away from Frontier Airlines.

WHAT HAPPENS NEXT IS WHERE THE UNETHICAL AND ILLEGAL PRACTICES BEGIN. When we arrived the next day to fly we could not be ticketed because apparently a mistake had been made by the ticketing agent I had spoken to the night before. We were held hostage at the ticket counter (almost missing our flight) until I paid almost DOUBLE what the original cost of the fair was. The ticket agents were the rudest POS I have ever experienced. I have complained numerous times. To no avail. I have NEVER heard from the Airlines!

Buyer beware. It was a cheap flight but obviously not worth it. Pay a little more for customer service and flexibility. If southwest could nicely usher me on their next flight with less than an hour I'm not sure why Frontier could not. They were not kind or helpful either.

Everything was fine until the gate. I realized I didn't pay for carry on at check in, so I did it online. After, I went to the gate assistant to let him know of my error. He took a look at my luggage and told me it has to be checked in because it was "too" big. I told him that I really couldn't get the bag checked under the plane because I had very important medications. I told him I had a doctor's note that specifically stated to allow me to carry in my luggage to the plane because of my medications.

Well, he wouldn't have any of it. He didn't hear me out and kept telling me that I have to check it in under the plane and told me that I have to go all the way back to check in when the flight was going to depart in half an hour or so. I attempted to fight back and I told him that I cannot afford to have those medications under the plane with the luggage because of the extreme temperatures, let alone if I were to lose the luggage I would lose my medications. I told him that I absolutely CANNOT do that.

He still wouldn't listen to me and kept insisting that I need to check it in. He proceeded to tell me to put my medications in my purse and I told him that they will absolutely not fit there. Of course he wouldn't listen to me. This lead to me crying and having an anxiety attack in front of fellow passengers and the gate assistant. I took all of my medications out and tried to put them in purse but they wouldn't fit, so I went to the man and told him that they cannot fit there and I need to get my luggage in the plane because I need to have my medications at hand. Oh he wouldn't listen to me. Eventually it got to the point where I was sobbing uncontrollably and had to yell at him listing ALL of my medical problems and if I were to lose the baggage or my medications got messed up under the plane I would miss my next dose which was THAT night and if I missed that dose this could lead to the rejection of my lungs which can be chronic and lead me to a very likely death.

In the end, a fellow passenger had the courtesy to put all of her belongings out of a large bag and put all of my medications there because I was sobbing and was unable to communicate at that point. I thought Frontier Airlines were able to accommodate to those with chronic illnesses and let alone let them take luggages that carry vital medications. I thought they charged you if you were to carry a bag larger than the norm. I got none of those options.

I took this to Twitter and complained to Frontier and they didn't do anything. To top it all off, my trip back to DC was cancelled after I paid for it.

Super disappointed. It should not have come down to the point where I had to tell the gate assistant about MY medical conditions and why I had to take the luggage that had my medications. It did not have to come down to that point especially when I had a DOCTOR'S NOTE that specifically stated to LET ME take my luggage as carry in.

Thank you, Frontier. For ruining my first flight experience with your airline and for sending me to a mental breakdown when your employee was being stubborn and wouldn't hear me out because of something that I NEED to survive another day.

This Frontier rule, combined with the all too often late arrival of Frontier Gate Agents, makes it easy for Frontier Gate Agents to deny some persons a boarding pass on sold out flights, thus saving Frontier up to $1300 per passenger on sold out flights as per 14 CFR 250 rules. And to make things even worse, Frontier then usually imposing a ticket change fee of $75 to $100 or more if you are not issued a valid boarding pass prior to 45 minutes before your flight departs.

My wife and I, age 79, arrived at 4:55 AM at the SLC Frontier Gate on June 6, 2014 for boarding Flight 582. A sign stated that a Gate Agent would be at the Frontier Ticket Gate 2 hours before the flight departure, which was 7:15 AM MST. The Frontier Gate Agents arrived, not at 5:15 AM as promised, but at 5:35 AM, which was 20 minutes late. We were first in line and told the Gate Agent that the only confirmation number we received was sent to us on January 17, 2014 by Frontier Airlines, the date we purchased two tickets from Orbitz for Flight 582, but we were unable to register online on June 5, 2014 using that confirmation number.

The Gate Agent at 5:40 A.M. told me we had obtained a 100% refund on the Orbitz purchased tickets and the flight was sold out and she would not sell us any new tickets for the Flight. I told the Agent there was a mistake because I checked my Visa Credit Card on June 5 and found the fare had not been refunded. The Gate Agent refused to enter our names into the Frontier Reservation System at 5:45 AM after we steadfastly told her that we had not asked for a refund nor received a refund on the Orbitz purchased tickets. We provided our valid ID to the Agent. We requested she check our names in the Frontier reservation system and she told us: "Mr. ** I have done all I can do for you".

Then a minute later after, I asked if we could purchase two new tickets for the same flight. She told me: "Mr. ** this flight is sold out, I cannot sell you any tickets. The Agent steadfastly failed to enter our names into the Frontier Reservation System, and told us to call Frontier Corporate and "work out your problems with them".

I told her we purchased valid tickets from Orbitz and I will call them and Frontier. When we reached Orbitz, they told us we had valid reservations; the time was then 6:45 AM. I rushed to the same Frontier Gate but they were closing the Boarding Pass Gate, due to their 45 minute departure rule, and that Agent told me she would get me a Supervisor to speak with, but this Agent left and never came back.

We then called Frontier's corporate number. I spoke to Agent TEC, from Milwaukee. She entered our names into the Frontier Reservation System and told me that our names, R. ** and S. ** were on the approved passenger list for Flight 582. Agent TEC told me that if the SLC Gate Agents had checked our names in the reservation system for Flight 582 they would have immediately found we were confirmed passengers.

Agent TEC made us reservations on the next flight to Branson, which was a day later on June 7. She apologized repeatedly for the failure of the SLC Gate agents to show up on time for work, which was relevant because if they had been on time we would had been able to confirm our reservations from Orbitz in time to make the flight. Agent TEC told me she could not understand why the Gate Agent in SLC failed to enter our names into the Frontier Reservation System at 5:40 AM on June 6 for Flight 582.

Therefore, we were involuntary denied boarding on Flight 582, even though we had purchased valid tickets, met all of the other boarding requirements including providing proper ID, showing up two hours before the departure, etc. I believe the denial of boarding on Flight 582 was a planned event because there is no other valid reason why our names were not entered in the reservation system. By delaying us until we confirmed we had valid reservations at 6:45 PM, Frontier's 45 minute rule would not allow us to get a boarding pass from Frontier, which saved them a $600 or more cash payment to each of us for that set of flights.

We believe the Frontier Airlines Gate Agent in SLC deliberately "slow-walked" the Boarding Pass issue process because Flight 582 was sold out and when we passed the 45 minute arbitrary cutoff time at 6:30 AM, Frontier by law, avoided giving us a boarding pass and hence they also then saved Frontier an estimated $650, for involuntary denial of boarding on sold out flights, which for us was a cash payment of 4 times the one way fare to Branson, 4 times was because were then going to arrive in Branson more than 2 hours later than our original flight.

We documented all of this information to Frontier Customer Relations in a June 23 letter 9 page letter, but they denied any responsibility for not boarding us and offered us only a $50 ticket voucher to offset our estimated $380 additional expenses for extra airport shuttle costs, and loss of use of our condo and car for one day in Branson. Frontier refused to deny or admit that the SLC Gate agents erred in not boarding us. For all of these reason, I believe the Frontier Customer Relations department acted more like a "Customer Coverup Department. I wrote a 7 page letter to the Utah Attorney General's Office & asked for an investigation of Frontier's alleged violations of 14-CFR -250, & much more. I filed a complaint with the DOT, they responded and stated it would be sent to Frontier.

When we asked Frontier to do the same as other airlines, we were yelled at. They stated it is their "Policy" not to help anyone with food allergies and that they not only would NOT make an announcement they would also sell large bags of nut mixes to other passengers on the airplane. My daughter asked for a mask (other airlines have provided this to us). She was refused with harshness and humiliation. When we stated this was placing our daughter's life at risk they stated they did not care. When we became upset, Frontier threatened to arrest us. Finally, we were KICKED OFF THE AIRPLANE!!

Yes, you read that correctly, we were kicked off the airplane because of our disability. When I stated I would post this experience online to food allergy websites we were encouraged to do so because "they do not want other peanut allergy individuals to fly with them." When I stated they were not acting in the standard of care that other airlines fly we were shouted at rudely, "Go fly other airlines!" My daughter was emotionally harmed.

What we experienced was nothing short of bullying and bigotry. I am not convinced it was legal but if having a "policy" that discriminates against a disability that is estimated to affect 1 in 13 kids is legal, then this "policy" needs to be written in big red letters on Frontier's website. Everybody either has food allergies or knows someone with food allergies. Frontier is a business that is open to the public that has a FAA license to fly across the country. I do not see how a discriminatory policy can be legal. On behalf of all parents of kids with food allergies, please investigate this.

You, Frontier, ruined my vacation home with your irresponsible handling of mine and my fiancee's suitcase. On Friday July 25th at approximately 4:20 PM my fiancee and I arrived at the ticket counter to get our boarding passes. Starting with the fact that the woman working the counter had a snarky attitude which I didn't care for, I handed our luggage over with a $25 luggage fee. She asked if our bag was going to St. Louis, to which we replied yes, and then put a sticker on it with the location code STL, which I saw.

We then went through security and to your airplane where we received a similar level of attitude. We had received from your ticket lady, from your flight attendants who treated my fiancee's questions as both in-convening burdens and the mad ramblings of a retarded child. When we arrived in St. Louis our bag had not arrived with us. We spoke to two of your representatives who found our anger at having all our stuff missing, after we paid you extra to ensure its return, as if we were being unreasonable and unfair toward them. I don't like being angry with the messenger, but that is their job description, I've had to deal with it and so do they. One thing you don't do when taking the blame is act like it is somehow the customer's fault at all, you represent an organization bent on customer service, you're supposed to serve the customer.

Also, you should know your bag checkers sent our bag, meant for a non-transfer flight from Denver to St. Louis, to Las Vegas. I want you to think about how little sense that makes. They, your representatives in St. Louis, initially said our bag would be in St. Louis at 11:00 AM, which did us no good because we needed to be leaving my dad's house for a wedding at that time. My father lives an hour closer to the wedding than St.Louis is so as you can see 11:00 AM would do us no good. After talking with my fiancee, they said a courier they were borrowing from United airlines would pick up our suitcase at 9:00 AM the next day and deliver it to my father's by 11:00 AM. Had this worked there would be no problems, but as I'm sure you can guess that was not the case. At 11:45 AM the bag arrived in St. Louis, at 4:00 PM it reached my father's, an hour after the wedding had begun and thirty minutes after it finished. So your company not only failed to send a bag from point A to B without fail, they failed their word on how they would fix the mistake with a similar flourish.

I called your customer help number to speak with someone and spoke with a man named Chad after a 25 minute wait where I listened to your hotline playback tell me how your customer service was there for me 24/7. Chad gave me an apology of the weakest nature, to give you an idea he apologized more feebly than a McDonald's employee who forgot extra pickles on my burger, at which point he tells me, oh that happens, concerning my bag. I don't know how you train your people, but if it's to give no ** then I must admit you have the finest training program ever because even after Chad transferred me to his supervisor Jeremiah, I saw his demonstration of his no-**-given approach. It was then that I found out that only the reservations department was available 24/7, not the customer service I had been promised after 25 Minutes of waiting. Which eventually led me to your webpage, which you should know I consider the pinnacle of cowardly if you can't even discuss your mistakes over the phone with a disgruntled customer.

Because of your company's inability to understand how luggage works my fiancee and I wore the same clothes (shirts, sock and underwear) all weekend. We had neither my suit nor her dress for the wedding. We had no deodorant, toothbrush, toothpaste, razors or shaving cream for our whole trip, which was short in case you were wondering. No one of your company showed even the mildest of concern for what had happened and acted like we were at fault. Even when we made our return flight, an employee named Edward charged us the $25 baggage fee, even though we voiced how opposed we were to paying extra since your company kind of owed us one for the first mistake. He smiled and said he was sure the bag would be better this time as he swiped my card. He, sadly, was the best service we received from your people and I was in no mood for his pleasantries or forking anymore of my cash to you. You ruined my vacation Frontier. I spent the entire time I was supposed to be seeing my family and enjoying myself worrying about my luggage and swimming in my own filth in three day old underwear.

For this I want every dime back I gave you. I don't want flight vouchers, I don't want half ass apologies, I don't want anything from you but the $50 I wasted on sending my baggage through your inept hands and $336 spent on mine and my fiancee's wasted tickets home that we had to spend dealing with you. You have my email, but I would prefer to talk over the phone at **, and if you have even a shred of respect for your customer base you will call me. I've had bad airline experiences before, but this was bad even by most airline's piss poor standards.

After we had security check to the waiting area by the gate, the airplane just arrived. The passengers were starting to get out of the plane. It was not the gate closed. It still had 45 minutes. To my shocked was the passengers out and in with luggage were all bigger than ours. We were allowed to have carry-ons and bags! I asked some of them who did not pay for any fees. I talked to the attendant by the gate what happened to us with our bags, she handed me the "FLYFRONTIER.COM" card and told me to file a complaint. Our heart was racing fast and knew that lady at the front desk bullied us and wanted to get our $50.00 no matter what.

We did not understand why we were treated as second class passengers. Was that we did not purchase the tickets through Frontier Airlines, or because we were not looked same as other people? Even though, we paid $50.00 fee, we could still carry the bags with us on the airplane, but she did not let us do it. It was a such joke when we had to wait to watch our so little bags coming through the carts when we arrived.

The emotional sadness and anger made this trip very memorable. However, on the airplane, the stewards were nice and helped made us think not every one created equal. But we should not be treated unfairly and being deceived. It was the mountain time, office was closed when we called Frontier office to file a complaint. But we called our credit card company, complained about it. They encouraged us and assisted us to dispute the $50.00 charge. They replied a month late and refused to refund.

We got to the MPLS airport two hours early. There was no security wait. Unfortunately, the Frontier ticket staff wasn't there. I stood in front of an empty counter for 45 minutes. When the staff finally arrived, the security line had 45 minutes wait. I didn't know that my flight was delayed. There were zero announcements. After waiting for 45 minutes waiting to talk to the people at the gate ticket counter, I asked the lady, who identified herself as Candy, she didn't have a name tag, said that if there are less people in line, they would have enough time to ask an announcement. The ticket counter staff really weren't interested in answering questions or being helpful. Candy was so rude that I asked for another agent. I was told that it was Frontier policy to not help customers that another agent started to help. If that is your policy, it needs to be changed.

Frontier, you are not doing me favor when I buy a ticket. I will pay the extra 50 bucks to fly on an airline that has a clue about customer service. Call Me, Frontier! Find out why I am canceling an already paid for flight in November and another in Jan. Find out why I will never fly Frontier again with my company. I fly one time every other month. Cancel my Early return number. Cancel my wife's early return number. Keep your eight dollar snack pack. It seems that any time anyone in the Frontier front office farts, it costs me 25 bucks. But when Frontier is performing below par, everyone just throws up their arms in confusion.

My first flight left Fort Lauderdale for Trenton NJ/Mercer County. This airline just started flying there and it's convenient for neighboring Bucks County residents who prefer this short ride over the congestion and busy airport in Philly. Take the drive - it's not worth the inhumane treatment you will endure on this airline.

The flight was delayed and then we sat on the runway for 30 min. Almost an hour after take off with ZERO turbulence, the seat belt sign was still on and many people were in duress to use the bathroom - one man complained of a medical issue. I asked the FA when she thought the light would go off and got the canned response. She didn't know - stay in your seat. She came back with drinks and I explained I REALLY needed to go (I was close to peeing my pants and I buy premium seats near the bathroom for this reason). Again, canned answer. OK, I understand it's policy and I had no issue with her but I did find the completely smooth sailing and over an hour on board with the light still on odd. She passes by some time later and I MEEKLY ask her, "If I go anyway, will I be arrested?" Never being in a position where I felt it would be necessary to disobey an airline rule, it seemed worth asking. "I can't answer that", she snapped and kept moving.

NEVER ONCE did I give this woman an attitude and I ultimately took witnesses' phone numbers who can attest to this until... the light finally went off and I jumped up. THE DOOR WAS LOCKED!!! She came from the other side of the plane and I said, "Did you lock this", and she proudly told me, "I sure did!" with a total attitude.

I return to my seat and other people are talking to me about what they just saw and how wrong it was so along comes another FA to say, "I'm sorry but these are policies." I said, "I get that, but is locking the door policy?" And the angry woman butts in and says, "IT IS MY PREROGATIVE." So I replied, "Which is why I will write Frontier." She moves to the back of the plane and shortly thereafter the light goes back on. I saw the (nice) FA tell 8 people to return to their seat, they could not use the bathroom. EVERY ONE OF THEM IGNORED HER (except an old lady which made everybody mad!) and used it anyway. Nothing happened to them. I would love to see the report on how long we actually had on a 3.5 hour flight with ZERO turbulence to use the facilities, 20-30 min?! The rest of the flight was uneventful.

On my return flight, as luck would have it, there she is. I was served by another FA and we just ignored each other (I had written the complaint but all you get is an auto email saying we get a lot of emails which is NO surprise). As I left the plane, I was on my phone with my sister as everyone filtered off as you always do with the FA to the right wishing you a good stay. I didn't look at her and, as I passed by her, she PHYSICALLY jumped in front of me and inches from my nose screamed, "Have a nice stay." Really? You would risk your job to physically and aggressively approach me when on camera I am clearly exiting and ignoring you? If I had done anything worthy of being kicked off the first flight and/or illegal, I would not have been allowed to board. So she waits until the last second to pull this unstable and spineless act? Not worth writing customer service after reading these reviews but save your money.

I am a law-abiding and professional citizen and I honestly believe she tried to provoke me so I would push her out of the personal space she was trespassing so I would be arrested. I took phone numbers of the people behind me who were SHOCKED and asked me, "What was that about??" They sat right next to me the WHOLE flight and this FA and I had NO INTERACTION. I have witnesses, burned up points to fly me for a family emergency (almost $500) and then spent another $150 on their bag and premium seat upgrades and I got treated like a criminal and then physically accosted on a completely uneventful flight on the way out?! Perhaps mental health checks are in order!

Also, don't pay for premium seats. Those who don't if traveling in 2 or more are separated - a woman with her baby was separated from the husband who sat with the toddler in a row and a man between them! I gave someone my premium seat so he could sit with his girlfriend - they purchased the tickets together as well.

We then called our American Express and they searched for 2 hours for us while we waited in the airport. After the 2 hours, we learned they couldn't find anything, so we went to retrieve our bags. However, our bags had been shipped to San Diego!! A big kudos to Southwest as we made one last ditch effort to go to their ticketing counter to see if we could get a flight. They were compassionate, helpful and booked us on the last 2 seats on a connecting flight out early evening and they gave us a discounted rate. However, due to bad weather that moved in, that flight did not fly out until 4 hours after the scheduled departure time so we would have missed all connections. Frontier did NOTHING to help us book another flight, they showed no concern or compassion and they charged us to deliver our bags to us at home at 1:30AM 2 days later! HORRIBLE CUSTOMER SERVICE and TERRIBLE SERVICE! It is unforgivable and unexcusable that we would miss an immediate family member's funeral and then to be provided no help in securing another flight, etc.

Sadly, saying "no" in this case was the easy way out for Frontier but will cost them a customer relationship and negative referrals to anyone who will listen. We are an active family of six and we were delighted when Frontier began flying from our small local airport Wilmington, DE. Too bad for Frontier, we'll vote with our dollars and take our business elsewhere.

I showed up at the airport on time for my flight, was checked in, and had my boarding pass in hand. I waited through security and when I get to the security check point the man could not scan my boarding pass so he had to send me back to the Frontier counter. At this point it was getting really close to my flight departure time so I had to run (Mind you I was 7 months pregnant at this time and told by doctors NOT to run at the risk of putting mine or my baby's health in jeopardy) back to the counter. I got there, and Frontier then printed me a new boarding pass. I then ran back to security, budged as many people as would allow me, and waited through the security process. I then ran to the airport tram which dropped me off at my concourse and I ran again to the gate. I arrived at my gate several minutes prior to the scheduled departure time and my flight had already departed -- early.

I then hustled (out of breath and aware of why doctors tell you not to run) to the customer service desk where they informed me there would not be another flight I could catch through Frontier until the next morning. I asked them to connect me to another company and the lady told me I'd have to go to concourse B and C (Was at A) in order to set that up with a different company. After another 45 minutes of running (literally) all over the airport, I finally booked the last ticket on SWA for $325 one-way (which I don't know what kind of people have a random $325 laying around, but I definitely don't).

Once I arrived at my final destination I contacted customer service who told me all they could do for me was allow me to use the first half of my ticket toward a future flight and that they'd be So KIND as to "Only charge me $25 of the $75 transfer fee".... They are now, after having screwed my morning and my original travel plans AND forcing me into having to buy a $325 ticket, going to ONLY CHARGE ME $25 MORE DOLLARS. Sweet -- thanks guys! SO they referred me at this point (Mind you -- I was still being kind and patient with them even after having waited 1 hour on hold to talk to someone) to Customer Relations.

Contacting Customer relations means emailing or calling a number to leave a message, which I'm convinced goes to no human in the world. After two weeks of waiting to be contacted back, I called customer service again and again waited 45 min to an hour to talk to someone. I spoke their Boss's boss's boss who "assured me (multiple times) that customer relations will contact me soon" because "all he could do for me was offer me the same deal as before" and "it really wasn't their fault my boarding pass didn't work"!??!?!??!... Two more weeks later -- still no contact.

I really used to love Frontier. Once the non-refundable tickets I'd already purchased are used up -- I'm NEVER FLYING WITH THEM AGAIN. Pay the extra $10 -- fly with someone else.

So I waited another 20 minutes to talk to Supervisor and was told the same thing. Each agent apologized, confessed embarrassment and frustration that they couldn't do their job well. I call once again and after a 30 minute wait I reach a phone agent, explain I'm gong in the same direction a day apart and I'd like credit. He informs me that I was supposed to be given a fax number to send in info on my dad's doctor and hospital, then after he died that info for me to go get this I need to wait again on the phone.... I wait again for a supervisor for another 10 minutes, to find out I should have gone online. It should have been noted by the someone I never got to talk to and that they would issue credit but change 75 change fee and fare increase would apply to any rebooking. It's not worth it. MORAL of story: FLY FRONTIER, THROW AWAY COST of FLIGHT if YOU EVER NEED TO REBOOK.

We had both our outbound and return flights delayed or cancelled, luggage lost and kids diagnosed with dehydration after being in airport for over 24 hours. At Frontier's suggestion we were forced to book with another airline to get home from Bozeman MT or stay 4 more days. We've incurred significant costs.

On Monday July 7th, we had our outbound flight 625 from Detroit to Denver delayed due to mechanical problems and ended up being at 4 airports for over 24 hours straight because of missed connecting flights. The flight was supposed to leave at 7:10 pm on Monday to Denver and arrive in Bozeman at 11 pm mountain time. It ended up leaving Detroit at 2:45 am on Tuesday July 8th. We arrived in Denver at 3:45 am mountain time (5:45 am eastern time). We were then sent on a connecting flight to Seattle at 7 am. Frontier offered a hotel voucher which due to flight timing was not useable. Specifically, we got our luggage at 4:15 am, a shuttle to the hotel would have taken 20 minutes plus check in time of 15 minutes would have made it +/- 5 am. We needed to be back to airport by 5:45 am for the 7 am flight, meaning we would have arrived at hotel and been there for less than 1/2 hour.

We finally arrived in Bozeman 2:45 PM Tuesday (4:45 PM eastern). We went to pick up our luggage and 2 of the 3 suitcases were lost. We finally left the airport at 3:30 pm (5:30 eastern), which was 24 hours after arriving at Detroit airport.

One of our kids fainted at Bozeman airport and we ended up at urgent care immediately after the final flight. She was diagnosed with dehydration from being up over 32 hours straight with 24 hours straight at airports. She was told to rest and given medication. We were at urgent care for nearly two hours plus had to pick up medication from a pharmacy. It was 7:45 pm (9:45 pm eastern) before we reached our hotel in Gardiner, MT. We had been up over 36 hours straight. Our 11 year old son was in very poor condition due to exhaustion.

This resulted in our family missing 2 days of our vacation at yellowstone park due to not arriving until a day later plus sickness and exhaustion. The sick kid missed four days of vacation. To make matters worse, our return flight on Wednesday July 16th was delayed leading to having to change reservations. The flight 344 scheduled for 6:30 am was delayed until 11 am due to pilot sickness. This resulted in us missing the connecting flight in Denver to Detroit.

The Frontier staff at the Bozeman airport suggested calling Frontier's customer service 800# to try and get new reservations. The customer service person at Frontier determined that all flights were full and that the next flight open flight to get our family of 5 home was not until Sunday July 20. She told us that our options were to stay in Bozeman for 4 days or that Frontier would refund the flight and suggested we see if other airlines had available sooner flights. We checked with Delta who had a flight at 1 pm to Salt Lake City and another flight to Detroit arriving at 8:45 pm. This was 7 hours later than our planned arrival. The cost of the delta one way flight was $3230 plus baggage of $75 or $3,305. The refund from frontier was $1,135 plus $60 baggage or $1,195. The cost differential is $2,110.

We compared the cost of staying 4 more days in Bozeman (assuming we could find a hotel). The approximate costs for a family of 5 is hotel $800, rental car $400, meals $750 plus miscellaneous costs of finding something to do such as movies, parks, etc. $250 or more than $2,200. This doesn't include my wife or I missing 2 days of work, extra cost to board our dog, and life disruption of missed meetings, camps, etc. We decided to pay the extra money to fly home, assuming Frontier would make things "right". Frontier has not returned phone calls and sent an email that has offered a $150 voucher per person x 5 = $750 on the next Frontier flight.

These travel issues have marred a once in a lifetime family vacation, resulted in harm to our family due to exhaustion and dehydration, severe disruption to our family schedule and significant out of pocket costs (flight home, medical expenses), which will cause financial strain. I'm really in disbelief over this situation and how Frontier has handled. We feel violated and am researching ways to let others know this story.

Now that I couldn't go to the counter and 9 other families were stuck with the same problem, I tried to go online to access my reservation in hopes they might have a scan code. NOPE! I couldn't even access my reservation! Then a sweet older lady, that was an airport volunteer, literally ran to the gate to tell them we needed someone because there were 10 families standing there and no one would help. The Airport Operations Manager said "This happens at least once a day at Frontier!" The people from Jet Blue said the same thing and said "They won't be back until the next flight and that was 6 HOURS away!" We were stuck!

They finally got someone to the counter, they told us that Frontier literally shuts down all access to the system to the flight. On their website it says recommended being there 45 mins early, not at exactly 45 minutes you have no way home. This is the NASTIEST ploy to make money I have ever seen. Their customer service was no help, and on their website it says that if you need extra help, their counter agents at the airport are always there to assist. NO there was no one. After not being helped and 2 hours later, they got an extra $300 out of me but never again will they get a dime!

On the return trip in Denver, recent changes in timing cost me my flight. Right at the start, the desk representative wasn't aware that my boarding pass could be printed for me after I've checked in online. Unlike all other airlines, the doors are closed early, and baggage handling is closed early in Denver, so I forfeited my pre-paid $20 baggage fee to try and make it to the airport. Luckily for me my bag is small enough to also be carried on. Arriving at the gate, I was told the doors had already closed and myself (plus some others who arrived after me) were told to go to customer service. It seems a policy change at Denver has frontier closing their doors earlier than any other airline, meaning I had no realistic time to reach the gate. It wasn't possible. I had been the first person on and off the train to the concourse and run up the escalators, even running wasn't going to get me on that flight. I wish the people who printed my boarding pass could have told me that.

Arriving at the customer service desk after being turned away from my (still connected to the jet way) plane, I was told they would charge me $75 to be put on standby for a full flight 3 hours later. This customer service desk was some of the worst quality service I have ever witnessed. The staff were unsmiling, unsympathetic, unapologetic. The girl next to me who also had the door closed in front of her from the same flight remarked that she wouldn't fly Frontier again, and the service rep replied: (direct quote) "Oh Sure, you'll be back here next month."

I was flabbergasted and wrote the direct quote down on my phone. I'm now sitting through my first wait at the airport, on standby for the next flight. I'm told my odds are not good and I'll probably be spending all day waiting for a flight home. This means I'll be missing (at best) a half day of work today, and possibly a full day of work, sitting in the airport. Ridiculous. I will not fly Frontier again.

I understand airlines are in business to make money, but how difficult is it to change Carry-on to Check-in, not asking for refund. DISGRACEFUL!!!!! You deserve to lose customers.

I continued to check in and after three hours of trying to check in I called customer "no service" about the baggage information misunderstanding, and the inability to check in. All she said was that I should have booked through their site, I would have better information regarding the baggage policy, even though I went to their site to obtain the baggage policy. When I asked her about my ability to check in, she said I have to make sure I have the ability to print or it won't check me in. I told her I was on my mobile phone, just wanted to secure a seat, and would print later. She said that's not how it works, unable to book a seat unless I'm ready to print at that very moment. When I got to a computer, I tried to check in again, I could see that the site was trying to charge me for the seat but I didn't care because I had accepted being attached to this airline in anyway. Must be my punishment for wrongs done in a past life so I was willing to pay, but the site still wouldn't allow me to check in. Called customer "no service" again, 45 min wait of course, and the representative tells me there must be something wrong with the site, just keep trying. The Lesson, always read reviews before booking a flight with an unfamiliar carrier. What a nightmare!

We arrived about 3:15 hours prior to takeoff and joined the check-in line. It was a full 30 minutes before anyone showed up, and then only 2 agents to handle the now serpentine line at Frontiers sole Seattle service desk. Security was backed up, but we made it to the gate on time, whereupon I notice I've been given a boarding pass to DEN, but not to ATL. I check with the gate agent, the same person who, with his partner, had worked the front desk at check. Strangely, my luggage was checked through to ATL, but I was not. Just then a TSA agent walks up escorting 4 Frontier passengers who could not get through security. Why? Because the two check-in agents were now the 2 boarding gate agents. Any Frontier passenger who arrived after these two changed function were just SOL--but for a TSA agent willing to breach protocol and escort them to the boarding gate for processing. I told the TSA agent he was thoughtful to help out.

At DEN, everyone deplaned and split for their connections. The timing for SEA-DEN-ATL passengers is this: arrive DEN at 11:15, flight 422 for Atlanta departs 11:59. No time for shopping but doable. Grandson and I make a quick pit stop and get to gate A34. He presents his boarding pass and is boarded. I'm at the end of the line, she asks for my ticket, and I explain I asked for but was not given a boarding pass. I was instructed to obtain my boarding pass in DEN. She pulls up my information, realizes she cannot effect a resolution, then makes a phone call.

I am now in the hands of whoever shows up. She then announces over the PA that all stand-by passengers may approach the podium, where all are awarded seats on this flight. Unbeknownst to me, she has also given away the stretch seat that I paid $30 to get, even though my boarding issue was being resolved. It was at this time I observed the most disgusting display of customer abuse ever in an airline context: two parties (a woman traveling alone and a family of 4) appear at the podium and present their boarding passes! They had been on the SEA-DEN flight same as me, and were just now reaching gate A34. The agent informed them that their seats had been reassigned to other passengers. When the woman (traveling alone) held up her boarding pass to emphasize she was to be seated, she was told, "Back away from the podium. You were supposed to be here 10 minutes prior to departure." Which was not possible because 10 minutes prior we were deplaning from SEA. In the most indifferent tone possible, they were all told to go see Customer Service.

As a member of the flying public since the 70s, and as an ex-Delta employee (corporate), I've seen how other airlines handle incoming passengers issued connecting boarding passes who are late to their connection. NEVER have I observed their seats given away without at least an announcement over the PA system to locate them and perhaps warn their seats are in jeopardy. So let's count up the ironies.

DEN 1. Without being issued a boarding pass, I was admitted on to the ATL connecting flight. 2. While resolving my boarding status, the seat for which premium dollars were paid was given to a stand-by passenger. 3. Frontier flight crews will move mountains to keep families seated together or in proximity once on the plane, but my grandson was boarded while my tentative status was resolved. 4. 5 passengers with ATL boarding passes issued in SEA presented their passes at DEN gate A34, but their seats had already been given away without the first, slightest attempt to locate them.

So there I was, no boarding pass, watching 5 fellow passengers from SEA WITH boarding passes essentially get told to pound sand. Unlike the hapless 5 passengers, my flight plans ultimately held. The flight crews on Frontier have always been pleasant and that's saying something given the immaturity and rudeness they face on an ongoing basis. So I'm not sitting here all livid and ready to swear up and down Ill never fly Frontier again, but yesterday's observations will force me to pause before booking with them again. My ratings apply to ticketing and boarding staff...NOT flight crews.

I was told they could not make the change. I asked to speak with a manager and again was on hold for another 10 minutes. After explaining the situation to the manager, I was told they cannot do anything. Frontier Airlines used to be a great airline that we used frequently. However, I will never fly this airline again as they nick and dime you for everything, have obviously cut way back on staffing at their call center and cannot assist you. Very disappointed.

Customer By Web Form - 05/30/2014 10:23 AM: I would like to be refunded for the carry-on baggage fee for this trip. My sister will not have any carry-on luggage. Please credit my credit card that this trip was charged to. I paid for the trip with my credit card. Please inform me when this occurs. PS: I am on the phone right now trying to contact you about this matter and I have a 36 min wait. Ridiculous.

Auto-Response - 05/30/2014 10:23 AM: "We are currently receiving a high volume of emails. We will respond to your email as soon as possible. Thank you for your patience. See Frontiers reply on June 4, 2014: Response Via Email (Sue) - 06/04/2014 12:58 PM. Thank you for contacting Frontier Airlines. Emails are not a form of instant communication. I apologize for your hold times. Since Frontier Airlines changed our ticket policies, our phones and emails have been extremely busy. Baggage fees are non-refundable, therefore we are unable to honor your refund request. In order to be fair to all of our customers, we adhere to the baggage policies consistently and equally with everyone. It is never our intent to be insensitive with any of our customers. We look forward to welcoming you aboard your future Frontier Airlines flights."

My final response today June 4: My husband and I had a bad experience flying Frontier in February 2014 and swore we would never use your airline again. I should have stuck with my first decision. In the future I will remember, and I will NEVER fly Frontier again. I will be telling all of my friends and family of your very poor (to non-existent) customer service. Since my sister hasn't taken the flight I don't see the issue with a refund except greed. BAD PR! I'm very disappointed that you would lose several potential customers over $25!!!!!

As for our bad experience in February 2014, we were flying from Denver to Fort Lauderdale. We were less than 1 lb over the weight limit on a checked bag and were forced to get out of line, open our luggage and pull out a book and then get back in line. When boarding the plane, the rude Frontier crew tried to prevent my husband from carrying on his CPAP machine, a medical device that is exempt by law from being counted as a carry-on. Should they be trained on that that type of carry-on? Then we are shocked that Frontier charged for water as well as soda - Greed. Thank goodness we came prepared with snacks and water. Frankly, the tickets weren't that cheap and it wasn't worth it to fly like that. Never flying Frontier again!

At the counter, they were unbelievably rude and told me that could change my flight for a FEE. They gave me a customer service number where they were rude and told me the same thing. Missing the flight was very costly to me, my company, and our associates. I will never ever, ever ,ever use frontier again! If this were the first time I had ever had a problem, maybe I would. I never write a complaint against companies, but this group is an exception. Totally worthless company.

The attendants did not wear badges until the end of the flight. One said Susan and the other Renee. I looked for a specific place to complain to Frontier and have not found one yet. I was appalled and still cannot believe with all the people that would love to be working right now, they keep customer service representatives on staff that clearly are not suitable to be on the front line of customer service. I began looking on line for a place to report this behavior and found so many complaints regarding Frontier's service that this seems to be an accepted norm. I hope the public will forego the few dollars to fly with a better airline and begin to boycott this airline! I for one will be the first.

Complaint #1 - Outbound - Phoenix to Nashville

Regarding ticket ** and ticket **. We tried to print boarding passes online this morning 5.18.2014 but received error message from Frontier website stating, "Your reservation requires special handling. Please proceed to airport for check-in." I never have issues printing boarding passes and was not expecting to have this issue this morning before leaving home. We arrived at Frontier ticket counter at 6:10 am to print boarding passes at kiosk but were told that we could not board this plane because must check-in 45 minutes before flight departure. There was nobody in the airport and I knew that we would be able to make this flight with no problem. We had no bags to check and needed only our boarding passes. We were denied boarding passes and were booked on the same flight for same time following day 5.19.14.

We had to pay $200 to Frontier to re-book our flight. We had to pay $200 to Frontier to re-book our flight and also lost $300 for our hotel reservation at Hermitage Hotel in Nashville since they need 24 hours cancellation notice. I am requesting some sort of compensation for this issue. It was not our fault that we could not print our boarding passes from home. We received an error message several times that could not be resolved. If we had been able to print this boarding pass then we would have made this flight to Nashville with no issue. Plenty of time to make it to the gate for departure at 6:45 am. In addition, there were only two (2) representatives working the ticket counter. There were 5 or 6 other customers in line who had the same issue and all missed the flight. The two representatives were very slow and were not courteous to help get the people on the plane.

Complaint #2 - Return Nashville to Phoenix

This new complaint is with regards to my return flight home with my wife from Nashville. Flight was supposed to travel through Denver on 5/21/2014 ongoing to Phoenix (flight 749). Frontier cancelled this flight due to weather in Denver. All other airlines operating from Nashville sent their flights on schedule to Denver. Frontier cancelled this flight and was a complete nightmare. I am a very seasoned air traveler and have NEVER in my life experienced this before. When asked the ticket agent what she suggest that we do to get back to Phoenix, she told me that we must wait until Monday May 26th (at earliest!) to be able to return to catch a flight back to Phoenix from Nashville. Frontier expects that we wait 5 days to return to Phoenix!? I told her that that is just completely unrealistic and her response is that "other people are doing it." Well, I am not a sucker.

Frontier tried to place all blame on Orbitz, with whom I purchased our tickets. Frontier also recommended that we call Frontier customer service (800-432-1359) to make further reservations to return to Phoenix. We tried this number many times and it kept stating in automated response "The phone line is currently unavailable due to technical difficulties." What a surprise. This airline seems to have all kinds of "technical difficulties" (refer to my complaint filed from trip from Phoenix to Denver).

Frontier requested a refund for my wife and my tickets for the remaining fare remaining. However, they offered no solution for how me and all other passengers would be able to complete their travel. They offered no hotel arrangements nor would they book us on flights on other airlines at Nashville. I had to purchase two one way tickets on American Airlines costing $800 total to return to Phoenix on 5/22/2014. We also had to stay at a hotel near the airport and pay more than $200 for that hotel. Your help would be appreciated. I trust that Frontier will offer us compensation (not in the form of Frontier flight credits) to make this right. I feel robbed and violated for what took place. If not resolved IMMEDIATELY I will file a civil suit against Frontier. This is not a threat, but a warning. But trust me, I will follow through.

After arriving at Denver she was told that her luggage was marked as NOT TO BE DELIVERED in Nashville and would not be arriving for another 4 hours. Her choices were to wait 4 hours and miss the bus transportation to camp or to have her bag fee already paid for, delivered to the camp for $150.00 cash upon delivery. She was told very rudely that Nashville had deemed her luggage late so they would not put it on her plane. She asked for any other options and was told that Nashville should not have put her on the plane. Frontier customer service only works Monday-Friday and certainly never on holiday weekends. She was by no means the last person to board and had waited 1 hour and 15 min in line. This can be verified by security camera footage.

She went to the camp after withdrawing the $150.00 cash from ATM, got to camp and as of 1:00 am Sunday her baggage was still not delivered. I tried to converse with the baggage person in Denver who was the only person answering the phone. She told me too bad and not to call her number again - try to call complaint dept on Tuesday. My daughter is working for one month and is still waiting for her luggage. There are no answers from Frontier ever. No one I know will fly this airline ever. I have the message where the employee states “Too bad, don't call this number again - Nashville should not have let her on the flight” and I plan to play that message for all who would like to hear what customer service does not sound like.

Finally, I got through and was put on hold for 90 minutes. I talked to a woman named Marmi, a floor supervisor in Denver, who was polite but told me emphatically that I had two choices: accept a refund of about $350 for my wife and I or wait five days until May 26 to fly out on Frontier from Nashville. I told her neither option was reasonable or acceptable. It would cost at least $800 for lodging alone to stay that long, and I would miss out on three days of work, which would cost me hundreds more. The best price we could get on rebooking on another airline was $1,153. In either case, we would be forced to pay a minimum $800 more to get home, more than our original fair of $695.

Frontier, in a statement on its website under customer service, pledges that in the event of bad weather, we'll try to arrange for you to fly on another available airline with whom we have agreements. There was no attempt by Frontier to do this, though we did ask it to do so. It says we also want to ensure you are not stranded for extended periods of time and pledged to extend to you the best rate we can on discounted hotel rooms in the area. Marmi, who declined to give her last name, did not make any such offer.

The fact is Frontier seemed to be doing all it could to deny us access to its agents or to any help and, frankly, abandoned us. I understand that uncontrollable events like this occur, and I would be willing to accept some of the costs, such as paying for my night in a hotel or paying for a leg of flight on another carrier to a city, from which Frontier could fly us home. But Marmi made no effort to try to find a reasonable solution for us. She emphatically stated we had two options: refund or wait five days for a ride home. When I insisted those were unreasonable and costly, she said We're done here and said she was going to hang up. So at that point, I asked for the refund, which leaves us short $800. We ended up paying $1,153 to get home. So much for low fares.

I am usually not one to complain or write reviews unless I am extremely unhappy with a company. I've never had to check in 45 minutes before my flight takes off, and it is frustrating that there can't be any exceptions made when you are only a few minutes late, and there is a group of people waiting with tickets they had already purchased. Just watching the minutes tick by until our plane left without us, when we could have easily gotten to our gate with plenty of time to spare. The best resolution all of us were offered was that, we could pay $100 to wait on standby and MAYBE get a seat, otherwise we would have to wait until tomorrow morning. I had a concert to be at TONIGHT, which was the main reason for my trip, so this was no good for me. And I certainly wasn't going to take a risk and pay $100 to end up not getting a seat. Although, maybe other people would have been blindsided by this policy on the next flight and I may have gotten a seat. Who knows?

I will be calling Frontier to see what can be done about this, but after reading other reviews on this site from people who have called their customer service department, I don't feel very hopeful. I feel as though Orbitz should be better about letting people know when there is a policy like this so they don't end up watching their plane leave without them. I also feel Frontier needs to update their policy; I have flown multiple times with other airlines and have never encountered such a thing. Reading these other reviews, I am shocked to see how many people have had such horrible experiences with this airline. I'm also convinced that had I actually made my flight to Denver, if they hadn't charged me a $25 fee for my carry-on at the counter. I would have been forced to pay a $100 fee for my carry on during my connecting flight to Salt Lake City, as many others have apparently had to do. I will be telling everyone I know, never to fly Frontier Airlines as a result of my experience today.

Therefore, I complained to Frontier Airlines and received a phone call from a customer service rep who advised that I received Frequent Flyer Miles, not airline tickets. However, I have enough Frequent Flyer Miles to fly anywhere in the continental United States, but not outside the country. I am cancelling the MasterCard, and I will never fly Frontier Airlines. This company defrauded me and likely thousands of others with this bait-and-switch offer.

Up until the time the flight was cancelled everyone was led on to believe that the flight would actually go out that night. The next day, the 12:35 flight was also delayed a couple hours with absolutely no communication about what was going on. Then they boarded us, and we sat on the runway for an hour before we were able to start to taxi. During that long wait, I was treated to hearing the flight attendants complaining about the original maintenance problem (which turned out to be a lack of oxygen tanks because they were used on the last flight), and the captain telling them that we may not be able to take off and will have to deboard the plane because of a mix up in paperwork and a "lack of communication" with the airport. I have to wonder what if any experience Frontier has flying into Mexico and what type of contingency plans exist when something runs out (like oxygen tanks)?

I was also dismayed because of the inability to get any food with protein on the plane. Only one out of the three snack boxes had the protein related items in them (aptly named protein box) and they were sold out before I was able to order one despite the fact that I was seated at the front of the airplane (seat 4E because someone traded with me to be closer to their kids). When I saw on my ticket that food was available for purchase I erroneously thought there would be real food and not understocked "snack" packs. Very disappointing and I felt extremely ill by the time we got to Chicago due to low blood sugar. Of course, all of that would have been avoided if the flight had left on time. With having to stay close to the gate to figure out when/if the plane was boarding and hear the announcements I didn't dare leave to get food. I thought there would be food on the plane so I wasn't too concerned.

We finally arrived in Chicago at about 7:30pm on Sunday night and then had to wait an hour at baggage claim to receive my bag. All in all, I thought the experience was terrible and wanted to submit a complaint. I had to pay for almost 24 hours of extra food (airport food at that), an extra day for a pet sitter, an extra day for airport parking and missed a day of work on Sunday. This was my second time in ten years using this airline, and I will never do so again.

Arrived at airport on 4/5 and check-in went smoothly. At the gate, the time for boarding came and went, with no announcements. Departure time went to 2 hrs later; no explanations. The departure time then moved to 4+ hrs later; no explanations. People were confused and getting upset, and the only person staffing the gate had no explanations. At about the original time for departure, someone showed up at the gate who indicated we would be going out on time... but to Denver instead of Cancun!! Apparently the aircraft sitting at the gate was not technically cleared to operate internationally (or go over water...) and we needed a different aircraft. It was made clear that this was the ONLY alternative to the flight being cancelled entirely. (Why they could not fly the aircraft from Denver to Indy while we waited more comfortably at the gate was never volunteered.)

This gate agent stated that it would only add a little over 2 hrs to our original schedule. (The math here seemed wrong at the time. I see since then reasons in their Carriage Contract for them to keep things within 4 -5 hrs delay just to cover themselves.) We waited for a (different) crew to arrive, boarded and flew to Denver. In Denver we switched aircraft and then flew on to Cancun... arriving a little over 5 hours after the scheduled time.

I had paid a premium fee for non-stop service, and had been forced to upgrade even THAT service by the website telling me seats were not available at the Basic fee; but had been forcibly re-routed and delayed - due to the airlines not having appropriately qualified equipment available. The Frontier experience comes off as a little "bait and switch" oriented. Like the used car dealership that is really in the financing business... They sell everything as a-la-carte, but grab you with upgrade fees (why on earth is it $20 to pay a bag fee online vs. $25 per bag at the gate?), and then leave you with a sour-tasting customer experience on top of it.

Reviewing all of the online horror stories about your airline has been more than an eye-opener. I wish I had checked them prior to ever agreeing to fly your airline. The facts I share here about our experience are the same I read over and over from others former customers: terrible customer service, late flights, missed connections, rude agents, lack of empathy from anyone. The only thing you didn't do to us was lose our bag, or charge us the carry on fees I've read so much about, of course our checked bag did arrive hours before us because it was on the 12:55 flight we were denied boarding on.

Myself and 2 others were to make a connection in Denver on Thursday March 6, to John Wayne in Santa Ana, due to delays leaving Milwaukee we missed our connection. Your airline gave us vouchers and sent us to the Crowne Plaza (15500 East 40th Ave Denver, Colorado 80239). We arrived there only to be told the hotel was full (the manager ** told us he had contacted your airline to let you know he was out of rooms and that we weren't the only ones who had showed up from Frontier). Immediately we contacted your customer service and after several minutes we were told, "I am sorry there is NOTHING we can do." Really? Customer Service can do nothing? What type of answer is that? What purpose does your customer service serve if it is given the power to do absolutely nothing for your stranded passengers? Why even have departments for Customer Service? A recording repeating, "I am sorry we can't do anything", would do the same thing and save you a lot of money.

Heading back to the airport also useless as your Customer Service there was already closed. So now you have 3 (4 if you include the young woman travelling on her own but was not with us) women in a strange city with no place to stay. Thankfully due to the real effort of customer service of the Crowne's manager and staff (who owed us nothing) we relocated to the Econo Lodge of course paying out of pocket, and while for some $100 isn't much - it was to us. Now we've lost not only a day of time in CA but now we were down another $100.

The hotel staff had more concern and showed more regard for our safety than your airline- who we were customers of. I am just baffled that a travel business has NO contingency plan for these situations other than using the tired phrase of "I am sorry, there is nothing we can do." Your Contract of Carriage states that you will provide lodging - you did not. We told your Customer Service that 2 other hotels were offered could we move there? Again we can do nothing. What a shame to call that department customer service. There was nothing about the conversation that provided us with customer service. A real Customer Service department that is given authority to make decisions would have been able to resolve the problem; clearly Frontier does not provide their employees with anything other than a script and a phone. Why are they not given a way to contact hotels in your hubs to fax or email vouchers to them in the case of a similar situation? I don't understand the purpose of your Customer Service; I think answering service would be more appropriate. This isn't an embarrassment for you?

We arrived at the airport at 10:30am the next morning to prepare for our 12:55 flight. We checked in and had our boarding passes and then proceeded to use the vouchers your airline gave us for food. We arrived at the gate at 12:39, 16 minutes prior to boarding, still ahead of the 15 minute cut off which is clearly stated on your website: "Please be at the gate and ready to board no later than 15 minutes before departure or your seats may be released. We recommend arriving at the airport two hours or more in advance of your flight." The last time I checked 12:39 is 16 minutes before 12:55.

2 of the standbys were already boarded and 1 was just walking down the Jet way. I know the time we were there and I know that if you truly wish to find out the reality there are security cameras everywhere, and the time stamp of the last passenger will speak volumes, if we watched him walk on, how could we have been there 9 minutes prior to take off?? The thing that was the most ridiculous part of it was your gate agent **. Whether we were late or not, her treatment and behavior was inexcusable. Her first response was that we missed the flight as she slammed the door behind the last standby person to board. Her response was, "I know you have been - you should have been here" complete with a smug smile.

Your company policy is 15 minutes prior, are your agents given the power to change and alter those rules to accommodate their whims? Are your agents encouraged to be condescending to your customers especially those who are visibly upset? As I walked away I asked, "Are there any other flights to LAX today?" She said, "Ya, a bunch.." I am not sure about your perspective but as a customer service manager myself treating a customer in an unprofessional manner regardless of who is right and who is wrong is not okay, and is not acceptable behavior unless of course you are attempting to alienate them as a customer.

I had reached out to your Facebook page the night before regarding the hotel, and then ultimately the flight issues. The final email regarding the situation and your email from Facebook states that documentation shows it was 9 minutes prior which would be after the flight closed. We were at the customer service desk at 9 minutes prior speaking with your agent **. I find it convenient that its 1 minute after your flights close. So now I'm being called a liar by your airline is beyond what I will tolerate. We walked away from the gate at 12:43. We would have been at the Customer service desk shortly after so I am not certain how we were just attempting to board 6 minutes after we walked away, perhaps time moves differently in Denver?

Now, not only did ** treat us rudely she also falsified documents which to me is even more shameful than her rudeness. She was in the wrong and she knew it, and she did all she could to cover up the error whether intentional her actions are a fact. She deals with the public and anyone worth their weight in decency would have at least made an effort to assist us not just send us on our way. A simple, "I am sorry you are late you can head down to customer service for assistance" would have been something - something to show an ounce of decency! Clearly she is incapable of that - then again we weren't really late so why be helpful or decent, right?

Her reaction was like that of a child being caught up in a lie - blame the other person and do it good so they convince themselves they were wrong. I am not certain what she thought we were doing, we checked in we had boarding passes, we had a bag on the flight, did she think we walked back to Wisconsin? And I am pretty sure she never paged us so does that tell you something? We would have heard it as we were walking towards the gate. Do you give bonuses for flights leaving earlier? Do you allow tips from the standbys to ensure a seat? One has to wonder what her gain was. Or is it simply that she's just a nasty & mean person lacking all forms of empathy and not fit for a job dealing with the public? I am curious to know which it is.

In the process of flying your airline, we missed a whole day in California and I can accept that. What I personally cannot accept is the fact that we paid for 2 hotel rooms on the 6th, one in California and one in Denver - I can't get a refund on California because it was after cutoff time, I paid for a day of car rental I didn't use, I've been insulted and lied about. What do I have to show for it all? A voucher for $150?! You must really feel confident that I will be returning to your airline and entrust it with future travel! After all on top of everything else we only had to beg to receive a voucher to get us from LAX to SNA because that is where my rental car was at - we arrived at SNA exactly 24 hours late almost down to the minute. We almost lost out on our plans for Friday night because we had prepaid for tours on the Queen Mary in Newport Beach CA, however the wonderful Customer Service agent (despite the no refund/reschedule policy) changed us to the next night so we wouldn't be out $225.00 on top of everything else.

I don't think a halfhearted apology and $150 voucher for your airline is sufficient for the nightmares you caused us. I think that your airline owes us a full refund for all 3 tickets and the night in Denver on top of the vouchers in addition a real apology. All things considered I probably wouldn't have made such a stink about the situation but you can thank ** for this letter because she was the final nail in the coffin. If my requests come thru, I might actually consider giving your airline one more chance.

Once I got toward the front of the line, I saw that they were having passengers put their bags in the little "carry on sizer" thing to make sure bags fit. That's when I heard the gate agent tell another passenger that they would have to pay $35 to check the bag (compared with the standard $25) or pay $100 to gate-check. I then asked the agent "if my bag doesn't fit, will I get charged?" and she responded with "yes, that's our policy". I expressed my frustration verbally, but I didn't raise my voice once nor was I physically threatening in any way, as I felt it was unfair that I along with others weren't made aware of Frontier's strict policy.

When I went to pay for my bag, the gate agent's attitude was very condescending towards me. She charged my card, but didn't give me a receipt, a tag for my luggage, and even a response to the transaction. I basically had to beg her for a receipt. She literally tossed my credit card at me and said the other agent had the luggage tag. At this point, after Miriam had tagged my bag and scanned my boarding pass, I started to walk away with my bag. Miriam grabbed my suitcase and she told me that "with my attitude, she could prevent me from boarding." I told her I wasn't giving her attitude, I was merely walking away because I thought the transaction was over. She then claimed that I was "yelling" at other agents and she said I could be a risk to the flight attendants. She then basically humiliated me in front of other passengers by putting me in "time out" and forcing me to stand off to the side "to calm down."

Numerous passengers walked by me telling me how rude she/staff was, and that they wouldn't fly with Frontier again and that I should lodge a complaint. Another woman on the flight also was berated by Miriam for merely waiting in line for her husband. Apparently, this was simply unacceptable and she was supposed to hurry up and get on the plane. Miriam kept patronizing me, acting as though I was a child who was throwing a temper tantrum. I was just standing by, waiting for my turn to board. Finally, I was allowed to board and was greeted by huge, EMPTY, overhead bins. The only logical explanation, at least that I and numerous other passengers could think of, was that Frontier staff were simply trying to maximize fees at the expense of Frontier passengers.

When I got to Denver, the Frontier gate areas were full of upset customers, all relaying their bad experiences with Frontier. They have a problem on their hands and something needs to be done soon. Rest assured, this experience has greatly soured me on ever flying Frontier again. And as I'm sure you know, happy customers relay their stories to 2-3 people. Upset customers relay their stories to 13 on average.

I finally arrived in Los Angeles late last night (almost 12:30 a.m.) and was told by Randy (who was very kind, courteous, and helpful) from the Denver Frontier desk that I should call Frontier the next day and they would waive cancellation fees so I could fly out a day later. I was very relieved that I had dealt with my first kind person from Frontier (he also gave me a $15 dinner voucher since I was stuck in Denver so long). Today, I called Frontier and the first person I spoke to was Rosie from the Frontier help line in Denver who was very nice and understanding of my predicament. She told me that all fees would be waived and that she would help me find a way to extend my trip. She said I had $80.93 left as a credit if I were to schedule another flight other than my original one. She even gave me a list of other places to check for flights that were cheaper since the fights one way from Frontier were all around $400.

I was ecstatic when I thought everything would work out. I asked if I could call her directly back and she said no, but to call the same number and it would all work out. I found a cheaper flight from United and called Frontier back. Shay answered and said it didn't sound like something they would do, so she put her supervisor Kevin on the phone. Kevin, who seemed to be the same rude man I had dealt with the day before, said that they would waive the fees and give me my credit for another flight but that it would be around $350 and there was no way around anything else. He said Rosie never told me that I should check other flights (she did, and it was amazing of her), and that I could fly with them and that was it. He was extremely rude, cut me off every other sentence, lacked kindness in the work place, and made me feel like I was a nuisance.

SO here I am, left out on a whole day of spending time with my loved one; Frontier could CARE LESS (except Randy and Rosie). I started crying at the end of my conversation with the rude Kevin supervisor and he said, "So you don't want me to book that flight then?" And proceeded to hang up the phone. I will never fly or deal with Frontier Airlines again. The only way I will ever feel this situation is rectified is if Frontier gets me a flight home a day later at the same price as what other airlines were offering. I am so horrified at the customer service or lack thereof from this company. Seeing others have had similar or even worse experiences, I vow to make sure everyone I know never flies Frontier again.

I am handicapped and had my cane so I used the cane to bang on the door for at least 5 min. Finally three people came from plane laughing at us and stated we were too late, we would not be getting on plane. We thought they were joking because they were laughing. They said that we will not be boarding. I felt sick to my stomach. All I could think about was my dad's funeral and I told them that we had a funeral to attend. They laughed. It was unbelievable. While all this is going on the plane is still sitting there. My sister tried to get names, they refused and they also said we can pay another 150 dollars for next flight. When we asked when was flight, we were told the next day with only two seats available. There was nothing we can do, we missed our dad's wake.

I can say my sister did not give up. She got on the phone and was on that phone at the airport for hours until we received help. We had to pay $150.00 and the hotel cost but we did make it to the funeral. It was a nightmare. On the way back another passenger told us he missed his flight. We did not mention to him what happened. He told the same story about them closing the door on him and making him wait for next flight. Wow!

Got a Frontier number to call. In the meantime, I asked the woman to speak to a manager. She said he would take over an hour to come down because he was seeing off our flight (which at this point still had at least half an hour before takeoff). The other passengers and I were on hold with this phone number at this point and all informed the reps on the phone that there was no one to check us in an hour and 15 prior, let alone at the "45-minute cut off". Apparently, it doesn't matter. "I was late. I missed my flight." They refused to schedule me on another airline to leave that day. Also refused to even let me drive to Los Angeles to take another Frontier flight. I'm stuck here until Tuesday and had to pay a $100 change fee because it wasn't "bad weather, a three hour delay, or a cancellation" so there was nothing they could do.

Noticed the woman from the counter leaving the airport with a few other employees, and approached her to ask for the manager again. She turned and started walking the other direction. I called after her and she turned around to say she was had to go get some bags or something and started to turn to leave. I called after again asking when the manager was going to arrive and she said, "Oh, let me go tell him." She was going to leave the airport, done with her shift, without even fetching the manager for us.

I finally spoke to the only supervisor around in person an hour later only to find out he doesn't even work for Frontier, he works for American, so he couldn't do anything even if he wanted to. He basically told me to call Frontier and take it up with them, something I had just attempted to do. I mean, I know, budget cuts, check in people also work gate, blah, blah, blah. But seriously? The lady at the desk started going on about us being late a full forty minutes before the flight left. If I had just been allowed to check in and get a boarding pass even at that point, I would have been through security in seven minutes tops. Would have been ages early to the gate. I mean, it's Fresno, that airport is never even that busy, and this was an early morning flight. That place was deserted. Unfortunately, Frontier apparently can't even have someone manning the front counter, and a good portion of the flight who were there long before the "cut off time" were left behind frustrated and determined never to use Frontier again.

In retrospect, I would have gleefully braved sitting next to a crack dealer for the duration of the 26-hour ride back to Denver on the Greyhound bus than be belittled and patronized in as like a manner as I was treated today. Unfortunately, in order to do that I would have to pay another $125 cancellation fee. Lovely.

I was incredulous. Nonetheless for 51 minutes, I hurriedly looked for the phone; was told to go downstairs and check Frontier baggage claim (closed); told to go to the police and have them page Frontier (closed); and then, to find someone, anyone, who can help you find a courtesy phone (of the 9 airline people I asked no one knew where one was). I went back to the ticket counter and three more people were waiting to check in and calling Frontier customer service to no avail. After an hour and fifteen minutes and completely exhausted, I found a police officer to help. He climbed over the counter, checked the office (no one), called the gate (no answer) and finally sent another officer out to the gate to get someone.

When Frontier ticket agent, Anne Marie **, showed up and before any of us could say anything, she yelled as loud as she could in front of everyone in the area including the two police officers, "You are late!" (3xs) She added that TSA required passengers to be at the airport 2 hours before boarding. Then one of the police officers shook his head and pointed to the Frontier sign that indicated passengers had to check in 45 minutes before their flight. She exploded with more yelling that we were late and TSA rules. I told her I was there two hours before and she was not. Then she lied saying she was at the counter, but the time stamp on my phone indicating when I called customer service from the ticket counter proved she was not there.

In addition, my daughter was parked outside for an additional thirty minutes while I was looking for the courtesy phone and no one was at the ticket counter. Finally, I asked the officer to help and then she issued a ticket. She did not return my drivers license and I asked for it. She yelled, "I gave that to you, look for it!" I told her I did not have it. She yelled again glaring at me, "I told you I gave it to you, find it!" Then the officer moved in and she looked down picked up my card and threw it across the desk telling me to move on she was through with me. The two officers helped us expedite security and get to the plane. And there she was scowling at us. As I got to the agent in the skull cap and no uniform scanning tickets for passengers boarding the plane, he stopped me and made me wait as he held my ticket and kept turning it over and with a sarcastic as smile asked, "Are you alright now? Are you sure?"

Longer wait while he looked over ticket as though he was thinking about not letting us on the plane. He asked again while holding the ticket up, "Are you sure you are okay to fly?" After several minutes of this, he smiled menacingly and scanned the ticket saying, "Good luck on board." The final straw was on board when the flight attendants announced that "Everyone, it was very late and everyone is tired," adding "there would be no cart service. We'll just walk down the aisle and if you want something, ask us." Word to the wise, skip Frontier and pay what little extra may be required to fly an airline where there is customer service. I am a million mile flyer with American and have never had a bag lost or treated disrespectfully.

Too terrified to leave the airport alone, she waited 10 hours in the airport for the next flight. Needless to say, they did not charge her for her bag since she was allowed to bring on the bag according to her ticket. The incident was so bad that passengers at the gate were yelling at the agents to allow her on the flight. People were even recording the event with their phones according to my daughter. I spoke to the CEO (David Siegel) of Frontier airlines yesterday about this. He threatened to add my daughter to the TSA no-fly list if we continue this matter. We are asking for your help. The past couple days have been a nightmare. Nobody should be held hostage in a connecting airport for money.

Decided to take a carry-on and called to confirm the stated dimensions of 24" x 16" x 10". Was told by a supervisor that as long as the total dimension was under 49", it was ok. The total dimension of my carry-on was 48". I got to the airport and was told I could not take it on the plane and I had to pay $25 each way or $50 round trip. I would have brought a larger suitcase with presents for my 6 grandchildren and needed clothes for myself had I been informed correctly. On flight F90905 from Princeton to Columbus 11/25/13, stewardess explained the Mastercard offer - $69.00 annual fee, 1 purchase with no amount stipulated, 40,000 round trip reward if approved. As my daughter is due with twins sometime in Feb. 2014, I excitedly filled out the application. I waited 1 week for a response from Mastercard before calling the airline.

Of course, I was on hold for 20 minutes then told the airline has NOTHING TO DO WITH MASTERCARD. I was given another number to call for Mastercard where I was told that there was NO RECORD of my application. I spent an hour answering the same questions as those I'd filled out on the plane in 10 min. (with someone named Paul, who could not hear and could not speak English so as to understand my answers to the questions). After I was told I was approved, I was then told I had to spend $500.00 before I would be given the 400,000 free miles .... I said this was not the offer made on the plane and Paul said there are different offers depending on who signs you up. As I had told Paul the offer on the plane at the beginning of the conversation and he had not stated it differed from his offer, I told him unless he was making the same offer I did not want the Mastercard. He told me it was too late and the card was approved.

I asked to speak to a supervisor. She repeated the same thing stating they do not make the same offer as the in-flight Mastercard offer. I told her to stop the card as I cannot afford to spend $500.00 on top of a $69.00 fee. She told me the application was done and could not be stopped. She then told me the in-flight applications take 1 month to receive!!! Why was I not told that at the beginning of the 1 hour and 20 minute conversation? I have wasted over 18 hours in the Frontier runaround between trying to book a flight using a poorly designed and ill-maintained website, waiting an average of 18 minutes for help over the phone each time, BEING GIVEN MISINFORMATION FROM SUPERVISORS THAT COST ME TIME, MONEY, and FAMILY PROBLEMS, being SCAMMED into purchasing credit cards with offers that seemed too good to be true but that EMPLOYEES SCAMMED PASSENGERS INTO BUYING and then having Frontier Mastercard try to continue the SCAM with $500.00 charges!

What was suppose to be an enjoyable visit with my family turned into a frustratingly unnecessary waste of precious time. Though a flight somewhere else was $50.00 more, it is well worth the savings in aggravation.

When boarding began I was required to place my bag in a measurement box. My carry-on bag fit the box with only a minor amount of force. It certainly fit better than any other customer I saw. One of the clerks at the gate informed me I had to pay an oversized baggage fee, even when I said my bag is no way oversized since it is clearly under the FAA regulation for carry-on baggage. I was sent to another clerk who told me I must pay $100 to board the plane with my "oversized" bag. She told me I can either pay the $100 fee now or go back to gate and try to check the bag for $25, but it was unlikely any employees would be there. Since ability to board was essentially held hostage I payed the $100 fee.

While on the plane I noticed that my bag was noticeably under-sized compared with virtually everything other customer. I don't recall many people being stopped at the gate so they could pay $100 for having a carry-on. During my flight I noticed another customer asking for an additional glass of water. The flight attendant rudely replied that "she was busy with the other half of the plane, and that you would have to wait." I have never witnessed such a lack of customer service on a plane. I don't think customers, such as myself, should be afraid to ask a beverage from the staff.

While at the gate in Denver I asked another Frontier employee about my bag size, I even showed him how well it fits, and he still stood by the original decision to charge me $100. He made no attempt to apologize or even ask questions. He just kept repeating about the "good deals on the website that have waived fees." I complained and said this was the worst customer service I have seen, and all he did was waive the carry-on fee for my connecting flight.

I was astonished at the complete lack of customer care delivered by Frontier Airlines. I chose Frontier because I wanted a cheap flight so I could attend my grandfather's funeral. I did not think I would be forced to pay $100 just for having a bag. Between the exorbitant baggage fees, and the extremely rude staff, I sincerely doubt I will ever make use of Frontier again.

When I arrived at my gate, the attendant told me I needed to pay $100.00, as I had not paid for my carry on at the kiosk. I stated that the signs say your carry on is free at Frontier. She informed me that this is only true if you book your flight from Frontier Airlines, not from a 3rd party as I had done. I asked how much would it have cost me at the kiosk, and she told me $25.00. I thought of going back to the kiosk, but they were boarding so I had to pay the $100.00 to carry on on my bag or miss my flight. This $100.00 fee is exorbitant and ridiculous for me to pay to carry on my own bag.

I feel that the signs are deliberately misleading, and I did not think I needed to read all the fine print to board an airplane. I filed a complaint with the airline when they asked for feedback and never received any response. I requested a $75.00 refund. When I discussed this with other travelers at the airport, everyone agreed it was a predatory practice. I plan on never flying with this airline again and I am sorry I did not investigate complaints against this airline prior to booking them, as apparently they are numerous and similar to mine. I have never had this type of experience with any other airline. I have a picture of the signs.

After we listen to them board the plane and the attendants come back we are told we can't fly out for 2 more days and it will be an additional $100 per person. That doesn't include the 2 nights of extra hotel stay, food, or transportation. I spent over 2 hours and 15 minutes speaking to multiple employees and managers none of which tried to assist at all. The managers told me my attempt time at the broken kiosk and quoted a time 48 minutes prior to flight time. They then stated I needed to be through security 45 minutes prior.

I asked a manager Christina how is it possible that the plane can be late and its okay but the customer cannot and she cold transferred me. I also asked the next manager Demetra how it is that a plane can leave with two empty seats while the customers are there and would get through security before boarding even starts and how that is economical for anyone. She carelessly replied that he couldn't do anything to help. I can only recommend that you never use Frontier and their horrendous customer service.

I should have arrived at 2 pm - I arrived at 2 am. On the way home, my flight was also delayed. This time, Frontier automatically booked me on a later flight. I actually arrived to the airport with enough time to make the original flight - which would have have gotten me home sooner. The ticket counter clerk said she "didn't have time" to help me even though there was no one else in line. She explained that I'd have to go to customer service. I went to customer service who called the ticket counter - who advised that we couldn't board but didn't give us a reason. I was 30 minutes early and they were still boarding the flight. Frontier is an awful airline that doesn't care about its customers. You would be wise to go with a different airline - even if you have to spend more. I wish I would have.

When I went next door to Customer Service to see if the fee might be waived, given the misunderstanding, the clerk called me a liar (regarding my understanding) and said I would be charged $175 for the bag! (He claimed to have no authority to waive fees but seemed free to raise them, ultimately charging me $125 without explanation for the increase, which is in excess of the fees posted at gate and Customer Service as $100.) I would have been happy to pay $20 to check in my bag online the night before my trip had I understood that my bag was *not* free as a frequent flyer member. However, on my previous Frontier flight from DC earlier that month, the staff offered a Frontier credit card and enrollment in Early Returns, saying one could earn flights and avoid gate-check baggage fees as a member. Given this understanding, I signed up and opted out of paying to check my bag online.

The Customer Service clerk was Randall **. When I asked for his name and badge number, he hid his badge in his pocket and refused to give me his name. It was the most bizarre example of customer disservice that I have ever encountered in 40 years of flying! (It's worth noting that my plane seatmates were equally shocked by the treatment they received at Gate A38 where bags that had not required a fee to check in DC and which had been brought on prior Frontier flights without fees were now deemed oversized! The woman behind me described this as "a new low in airline travel.")

I had been a great fan of Frontier Airlines and frequently flew it between Washington DC and Denver, but I will avoid Frontier, will discourage others from flying this airline, and will submit a complaint to the appropriate Attorney General's office for exorbitant fees and misleading advertising.

When I checked my bags in the main terminal I was told that I would need to confirm my seat assignment with the gate agent. We proceeded to the gate and I requested boarding passes for my assigned seats and asked that my mother be seated near me and the children. The gate agent told me that me and the children had 3 seats together and took all 4 boarding passes and stated, “I’ll see what I could do; I’ll call you.” She never called me back to the podium. When I heard the boarding announcement for the flight, I went to inquire about our seats. The agent was rude and attempted to ignore me. When pressed to give me back my boarding passes, she sneered at me and thrust the boarding passes into my face stating in a confrontational tone, “You’re all sitting separately, if you want guaranteed seats then buy a more expensive ticket.”

I told the gate agent that it was unacceptable that she gave away my 3 seats together since my children were barely 4 years old and could not sit alone unsupervised. This is especially true for my son who is a special needs child. The gate agent responded by threatening to not allow us to travel. She stated, “If your children are disruptive then we’ll just pull you off the flight.” I told the gate agent that her behavior was inappropriate and insinuated that I would be filing a complaint. However, she would not give me her name and was not wearing a visible ID badge. I took my boarding passes and went to board the flight.

I asked the male ticket agent who collected our boarding passes the name of the gate agent who had given away my assigned seats. He told her name was Wendy. I asked her last name and he said, “We don’t give out last names.” At that point Wendy came running over confronting me about being disruptive. I told her she was emotionally disturbed. She got more agitated and screeched, “That’s it. I’m pulling you off the flight.”

I attempted to ignore this insane and ridiculous woman as her actions were flagrantly uncalled for. As I walked down the jet way with my family, Wendy continued to escalate and was in tenuous behavioral control. She began running down the jet way shrieking, “I’m calling the police, I’m calling the police. I’m pulling you off the flight. You’re disruptive, you’re disruptive.” She physically pushed past my elderly mother who is a stroke victim. In order to block us from boarding the flight, she made aggressive pointing gestures toward me and signaled to the flight attendant with the “you’re cut off” gesture marked by a slicing hand motions across the neck.

Wendy’s emotional and behavioral outburst and verbal threats frightened and traumatized my young children, and she caused alarm and annoyance to me, my mother and all the other passengers boarding the flight. Her illegitimate attempt to pull us off the flight forced me and my family to have to stand at the bottom of jet way while all the other passengers boarded the plane. During this time, Wendy continued to verbally harass and threaten me in the presence of my 4 year old twins and elderly mother.

The police never arrived but Wendy’s supervisor Emily did. Wendy ran up the jet way to speak with the supervisor out of my earshot in order to provide a false account of the incident. Wendy apparently claimed that I had cursed at her and attempted to use this blatant lie to justify her unreasonable conduct. Although I had expressed intense dissatisfaction that she gave away my assigned seats and separated me from my young children, I never used profanity, but even if I had, that still would not justify her extreme actions.

Supervisor Emily told me I was not allowed to curse at employees and I informed Emily she had been lied to by an unstable, problematic employee who had clearly engaged in abuse and misuse of her position and authority. I also informed Emily that Wendy’s behavior is bad business for Frontier Airlines. Emily advised me that I could contact Frontier Airline Customer Relations Department and allowed us to board the flight.

Wendy then deliberately placed me and two young children in imminent danger for serious physical harm or death by intentionally starting to retract the jet way away from the plane before we had safely entered the aircraft. While we were in the process of getting onto the plane with the children and carry-on bags, Wendy pushed buttons retracting the jet way canopy away from the aircraft thereby exposing significant gaps on either side of the plane large enough for curious active children to easily fall through.

The spiteful and volitional manner in which Wendy jeopardized our safety is evidenced by the way she glared at me with a sinister and menacing smirk on her face while actively retracting the jet way while my family scurried to safety. I confronted her about her unsafe actions and told her to stop retracting the jet way until we safely boarded the aircraft. Although Emily was generally reasonable in managing Wendy’s grossly inappropriate behavior, she was dismissive of my concern regarding premature retraction of the jet way.

There is absolutely no excuse for the egregious actions of Frontier Airline gate agent Wendy. In order to thoroughly address this serious matter, I alerted pertinent regulatory and law enforcement agencies and advocacy groups about the harassment, abuse, discrimination and reckless safety violations committed against me and my family by Frontier Airlines.

Prior to boarding the customer service person announced that it was Frontier’s policy to allow each person one carry on bag that could placed in the overhead and another that could be placed under the seat. Still no problem. Once boarding started it was like the Gestapo herding cattle. The door attendants were rude to customers and one could not get on the plane if they had more than two items of any size and shape. One lady had a small wrapped gift which the attendant said had to go into one of her pieces of carry on. The present was destroyed in the process.

I was in Zone 3 midway back in the plane. When I approached the door to enter, I was stopped and told that I could not take my suitcase on the plane because my boarding pass did not say "Carry on" and asked me to step out of line and move to the service desk. I explained that I had completed the WEB check in process online and there was nothing in that check in process that indicated I needed to declare a carry on bag and that I had completed the process on the screen according to the directions provided. I asked what difference it made whether or not I had the "Carry on” statement on my boarding pass since their stated policy was to allow one carry on bag and one under seat bag. I was directly told that I had done it incorrectly and there would be a penalty fee for me to bring my bag on board.

I asked what that fee would be assuming that it would be a bit higher than their $20.00 baggage fee which I had declined when I checked in. My jaw dropped to the floor when the young lady announced it would be $100.00 penalty which incidentally is the amount when added to the ticket for the that flight if purchased for a straight purchase price if I had purchased the ticket that day ($179.00). I asked what my options were and the door staff indicated that I could not take my bag without paying the fee. My alternative was to not fly and loose the 80.00 I had already paid or pay the $100.00 penalty. THIS WAS THE LAST FLIGHT OF THE DAY! So not getting on was not an option as I would have had to purchase a new ticket and get a hotel room or... who knows. None of the options were good.

One of the pilots standing behind the staff who's name will remain anonymous stated that none of the staff agreed with the policy and he passed me the CEO's name and expressed his displeasure and dissatisfaction at the entire policy and suggested I write the CEO directly (I have not been able to find and email for him). He then stated that he had already said too much and risked being fired for his comments. Sad Statement of affairs. I was also told that if I had used Frontier.com and booked the flight myself I could have avoided these and other problems. I boarded the flight to find out that because I did not book directly I would be charged for what is generally complementary on almost other airlines, but IF I had booked at Frontier.com these would still be complementary. Unbelievable.

I feel like this whole thing is similar to bait and switch. I intend to work with Frontier Airlines to get my money back for the baggage issue. This is my start. I travel a great deal and do not intend to ever fly Frontier Airlines again. I cannot find any published documents that govern how penalty fees can be assessed. I would like to believe that there are some guideline somewhere in the industry to control this kind of activity. When I arrived in Denver I went directly to the Frontier counters (9:30 PM) and there was absolutely no one there except the janitor. The saga continues.

We went back and waited. The flight arrived Denver around 9:15pm. We were told to run to gate A24 to catch the flight which was waiting for us. We were told to run to the gate... The flight actually departed on time on 8:55 pm. Our flight arrived at 9:15 pm. No one held for the customers even for a min. They lied to us and the attitude was horrible...

When we came to the customer service desk and asked for the option... the lady named Julie had very bad attitude. First, she said they (she meant the Frontier employee) should not have told us that the flight was hold even though we were so sure to be persuaded to just wait and take the same flight that the other flight would wait for us.

When asked whether there was any option or compensation, the answer was no. I felt angrier when I tried to write the complaint. What I'm trying to say is, never take the Frontier flight again. The employee should be fired, especially the ones that worked at Denver... With such kinds of employees, I am sure Frontier will lose customers...

Seriously, three hours late and missing a ball game and the only thing I was offered was a lousy granola bar, no reduction on my cost, no free movies, no free drinks. And to make matters worse, we paid for classic tickets so our check in bags were free. We bought round trip tickets but didn't notice it was economy on the return trip so we had to pay another $40 to check our bags on the return flight which was also late due to technical difficulties. Besides a crummy granola bar, the only other thing I got was a lesson never to fly Frontier. I will make sure in the future, I will fly any other airline than Frontier and I will rejoice when they go bankrupt because with their customer service, I can only assume it won't be long before they are out of business. This was the worse flight I've experienced in a long time.

After being denied boarding, we were told that they couldn't get us home until the next day. After long and extended persistence, they finally relented and ticketed us for a later flight that day to Minneapolis. As we waited for 12 more hours to get on that flight, I reflected on the outrageous treatment and approached the gate agent to inquire about compensation for being denied boarding. She rudely snipped that it was a weather issue, so there would be no compensation. She said that it was indeed weather related as the flight attendant didn't show up because of the weather, which by the way was clear and sunny that morning.

I then went to the Frontier service desk, explained the situation and she did apologize for the bad treatment and gave us vouchers for a future flight. Not knowing the rules for compensation, I took the vouchers. However, I do not often travel to places served by Frontier from Minneapolis so the vouchers would do me no good and I would not want to travel on Frontier anyway given the awful treatment I had experienced. After I got home, more than 30 hours after originally scheduled, I looked up the rules regarding denied boarding and it appears that I am actually due cash compensation in the amount of four times the ticket price. I am now writing to Frontier to have them follow the rules and provide me the cash payment that I am due. We'll see how that one goes.

All airlines have horrible customer service, but in my experience, Frontier tops them all. They are rude, they are dishonest and they don't care.

Current FAA regulations stipulate that an airline must divulge, upfront, the final cost of the ticket. Contrary to that stipulation, Frontier does everything humanly possible to hide their pricing while "nickel and diming" the customer over every single aspect of the flight. I would hitchhike across America before I will ever consider flying Frontier again.

After reading all these reviews, I do not have high hopes that a supervisor will ever call me and try to make my case right. Might I just note that this is my grievance in terms of what happened after I called customer service. There is a complete other story of why I had to call customer service in the first place. One that I could explain, but it would just be more rehashing of the headache that was flying Frontier. I work in customer service, so I am empathetic to the fact that sometimes an isolated incident happens or a person is having a hard day. However, from start to finish, from bag drop to customer care to attempting to speak to a supervisor, Frontier has completely failed.

This is not an isolated incident. This is a company-wide failure! Unfortunately, I do not think, as an individual customer, my voice or anybody else's matter at all. But me and my family that fly very frequently will never be using Frontier again. This may be small to them, but if customers continue to stop using them, they will eventually go out of business. Turns out you need your customers. So good luck, Frontier!

Frontier claimed weather delays initially from Denver then from Sioux Falls. I know there were weather delays out of Denver, however, his connecting flight left on time. I heard rumors of staffing issues. I am investigating whether or not other airlines had the same difficulty with the same route. The claim of weather delay releases them from having to care for my child. They didn't provide a pillow, a blanket, or even a bag of peanuts.

It started out with having a 9:50 AM flight being a day from hell. After an early morning getting to the airport and getting to our gate, we watched our luggage being thrown at the plane with lots of laughter from the crew. Then we were told our flight would be delayed for 2 hours, with no reason why. As people started asking what was going on, the desk staff got very rude and walked away - leaving over 100 people guessing what to do next. For the next 2 hours, we watched the flight screen for flight #91 to SLC. It finally came but the gate was changed, so the group made their way to the new gate. After 1 hour we discovered the gate had been changed again. There was no announcement. The flight staff had told one person and then the herd would move and move - a total of 6 times with no announcements. After people would get to the new gate, the flight board would show the change. When other Frontier flights were loading, you would try to ask about your flight but only get lies and rude comments. We were herded through the airport like cattle from 7:30 AM until 5:30 PM.

Finally, we were moved again. While we were standing in line to get on the plane, the gate board changed to a different airline and destination. People stepped out of the line. The other airline people got in line, only to find out that it was still flight #91 to SLC and not a United flight. We were then taken down a hallway to a bus and bussed a mile away to the plane. We watched our luggage thrown at, and then we stood on the bus for 30 minutes with no one saying why. Then we did get on the plane to sit for another hour. When we finally got in the air, the pilot told us that our plane was broken, that was why we were delayed. During the flight I wondered if we had a flight crew because I never saw them working the plane. They stayed up in front - one was reading her Nook and the other was playing on her iPad. Finally they did water the cattle with an attitude I can live without.

After reading the other reviews, I see no sense in complaining because they don't seem to care. The CEO for Frontier should go on Undercover Boss before he goes out of business because I know he has lost mine.

US Airways also told me that FLT 192 on 22nd December was already sold out 3 days back and they have no idea how such booking was made by Frontier. Even US Airways tried to reach Frontier via phone to confirm this reservation but they were put on hold for more than an hour and still there was no response. In short what we faced: 1) Loss of time, due to no response from customer service. We called so many times for inquiry but no one picked a call and I was put on hold for more than 2 hours; 2) Loss of time because we had to go to airport to inquire about the reservation. We went twice to Milwaukee airport and once to O'Hare Airport Chicago; 3) Loss of money due to traveling to and fro airports and cancellation of our hotels and other booking. We almost lost $3000 approximately. We faced mental tension, frustration and lack of sleep and lost a chance to celebrate Christmas with our family member. With this experience, we assured that we're not going to fly again with Frontier and will share this experience with others about this trip.

I called to follow-up with Frontier to check on the status of our refund. I was told that Frontier decided that our reason for cancellation was not accepted, and we couldn't receive a refund. The rep first asked whose grandfather it was. I explained since we were married, it was both of ours. She then said (and I quote), "He would need to die to receive a refund." I was speechless. I couldn't believe the insensitivity of the rep. They said there is nothing they could do. I posted my story on their Facebook page hoping to receive some help. I received a response to my post within hours, asking me to email them the details. I emailed them the details within the day and after following up twice, I finally received a response two weeks later stating they looked into my account and saw I flew this past weekend and therefore my wife would have a one year credit, minus $100 change fee and $30 booking fee. Seriously?!

Why would I ever want to fly on Frontier again? This has been a huge pita during a tragic and stressful time in our lives. I would caution all to stay away from Frontier Airlines. They're horrible!

We kept turning off the TV screens and the airline kept turning them back on. Why would anyone want to watch that thing just inches from one's face? When I got home, I realized my checked bag had no claim tag on it - it is amazing I got it. Baggage handlers probably sorted it with other bags that had blue hotel tags. My back is still hurting 6 days later.

Another thing I would like to point out is when I was handed my baggage claim receipt, my son took it to the desk in the secure area and asked them to staple it in the folder with his and his wife's but that person refused to do that. Was someone covering their mistake? I know the bottom line is the reason Frontier filled row 25 but unhappy passengers could affect bottom line more severely!

When we talked to the Frontier clerk at the desk, she told us there were definitely no flights out left for today; and yes, she would book us on the next morning flight. We were given the name of a motel we could stay at, with us paying for it. The motel would pay for the shuttle to and from the airport. We would like to be compensated for the lost day and the cost of the motel room, not to mention the rudeness of the day at the boarding area. Phyllis ** was my travel companion on this trip. If you need verification, here are our confirmation numbers: ** and **. We were told many passengers were compensated with free roundtrip tickets and would like to know how far up the line we will have to go to receive the same?

When I traveled to get my granddaughter in August to bring her home, it wasn't much better. Our plane sat on the tarmac for what seemed like 30 minutes, and then, deplaning the people took a while. That made me late at Denver. When I landed, I had to wait over 20 minutes for my stroller, making it impossible to get to my next flight to Provo, Utah. They also changed my gate in midflight, so I had no idea where to go to, because there was no one at the ticket counter to ask where I should go. When I finally found someone, she informed me in a very bad accent (that was almost impossible to understand) that she had called my name several times and I had not responded. Since you can't hear in the tunnel from the plane to the gates, how was I supposed to hear her? She said that is "not her problem."

The only saving thing about this trip was that a service rep got me on a flight to Salt Lake 2 hours later, so I didn't have to stay at the airport with a 20-month-old overnight. She also moved me to a better row, because as she stated "You shouldn't be sitting with a small child in a seat that won't recline." Funny how she knew that but your ticket people don't, seeing how they read your information when you buy your ticket. When I tried to get this seating arrangement fixed when I flew back in August, the gate attendant said it would be fixed. But the flight attendant told me it was my problem and I should have gotten it fixed before I left. It's hard to do when they kept changing our seats before we even left for our trip. Also, my bag was damaged, filling my suitcase with fine black powder; and my stroller that was new was scratched and dirty when it was given back to me. It was such a fun trip!

At that point I was furious. Also my eleven-year-old niece commented that the male flight attendant expected me to beg like a dog. I told him at that point he was causing a scene. He told me, "Either say please, or I will make you get the form in Jamaica." I ignored him and turned to a female flight attendant and asked for the form. She gave it to me but you could see that she also had an attitude. When deplaning in Jamaica, I asked the female for the male's name and she told me she would not give it to me and that I need to ask at the Frontier counter.

The rude male attendant was standing by the flight crew. As I was leaving the plane, he pointed to me and said, "See, see, there she is. She is the one that spazzed out on me." My niece then commented, "Hey, he just called you a spaz." I am 62 years old and have flown many, many times and have never been treated this way. This was my first time on Frontier and my last. I sent Frontier an email and stated that I wouldn't fly their airline if they gave me an all-expense vacation to Paris. The behavior and attitude of their employees are absolutely disgusting. I have informed all of my coworkers in the rail industry to not use Frontier.

I would have been highly upset if I had offered to put my belongings under the plane and they treated my things like that. Now on the plane ride from Denver, CO to Las Angeles, CA was the worst plane ride I have ever been on. I would never ride Frontier Airlines again because of this experience. I fly all the time and never had I been treated so rudely. One of the stewardesses by the name of Melony was telling my boyfriend to put his chair up. When he was trying to do so with the wrong armrest, she said the one on his left. And when he went for the armrest on the right, she stated very rudely, "Your other left." We just let it go, as if nothing happened. As the flight went on, on anything she had to say or do to get my attention, she would use her index and middle finger to firmly pound down on my left shoulder several times. She never once said anything to get my attention. This happened 3 different times throughout the flight.

One time, she pushed on my shoulder while I was pointing out things for my boyfriend to look at out the window. And when I turned to look at her, she just pointed down at my bag sitting on the empty seat next to me, pointed down to the ground, and walked away. She didn't say a single word. At this point, I was livid. But I did what I assumed she wanted me to do and put my bag under the seat in front of me. When the plane had landed and we were all stepping off, I confronted Melony and let her know it was not polite to tap on people's shoulders, especially as rough as she did, and how it was disrespectful and people could really take that the wrong way. I told her all she had to do was say "Hey." She stated, "I did say hey, but we can't yell at you. It's against policy." I then asked her "But it's ok to touch people? That doesn't make sense." Then she just continued to talk over me and say that she tried to get my attention and that I just wasn't listening.

So I asked her for her name, and she continued to talk over me. So I asked her for her name again, and she stated, "I'm not going to give you that information." So I turned and asked the other stewardess, and she looked at Melony. Melony shook her head at her, telling her not to give me her name. So she also refused. I just said, "That's fine. I will get it out at the front desk." The other stewardess, who's name I currently don't know, ended up following me all the way off the plane and to the front desk asking me why I was doing this. I just explained to her how I was treated and that I had to. Then she decided to give me Melony's name in order to save her from getting into trouble. The ladies at the front desk were nice and let me know that they have to give me their first names whenever I ask. They also told me to wait a minute, so they could check and make sure that wasn't a falsified name the other stewardess gave me. I fly all the time, and this was my first time ever flying with Frontier Airlines. I guarantee it will be my last.

Then she went to another Frontier agent in the baggage claim area to ask when the bag might arrive on tomorrow's flights and he told her that he had no idea if or when the bag would arrive. His exact quote was: "Who knows? This happens all the time!" Then he asked her why she was so concerned and what was in her bag that was so important - in just that accusatory tone. She finally left with no commitment from the Frontier staff that they would even make an effort to find her luggage. And the rest of us were standing around thinking, "Who are these people? What kind of way is this to run a company?" I've been flying Frontier for many years, but after what I witnessed last night, I think I'm done with them.

I accepted the offer. Several weeks passed, nothing happened. Called again, only to find out that the flight was not cancelled. Another representative told me that she would cancel the tickets and refund me in full. I said that would be fine. Weeks pass by, I get a partial refund that didn't include the voucher amount. I called again, and they finally said that I would not be able to be refunded for the voucher amount.

Can't say I'm surprised, but if they had been honest with me up front, I might have done something different. Don't believe everything the customer service reps tell you.

Then the story changed, saying that an agent had tried to reach me for approval, but was informed that I was in a meeting. I'm retired. When I asked what phone number was used, I was told, "Whatever number you have on file." One lie after another was given to me to justify the change and even though I spoke to the supervisor and was promised a call back, there has been no follow-up. We have finally made a one-way return reservation on Southwest, an airline we can trust!

They had my contact info if something went wrong. This airline caused me to be late for my job, and in these difficult times this is not acceptable. When I wrote the airline they sent me a canned response and blamed travelosity. This is a total joke. They miss the point, their policy amounts to fraud! When you pay a person to take care of issues you should not have to stand around and wait.

We called at 9 pm and spoke to Tanya to check for availability and were told that there were plenty of seats, that we should have no problems changing, and we should stay up and call at midnight. We called at midnight and the nightmare began. Sean, the rudest representative I've ever spoken to, told us that we needed to call US Airways to release the ticked and he could not help us. We proceeded to call US Airways, they told us that the ticket had been released three days prior. We called back and after a 30 minute hold, were told that we could only change the ticket at the airport, not over the phone. This was the first I had heard this, and the airport was an hour away.

I asked to speak to a supervisor to which I was told that there was no supervisor but I could stay on hold for two and a half hours until one would be available. I asked her if there was anything else she could do for us since we had now spent close to 3 hours on the phone and had received a different story each time we called. She put me on hold and 22 minutes later, a "supervisor" came on the line (after one not being available 22 minutes earlier).

Mia, the supervisor, told me that we were the ones that "screwed up" the reservation in the first place, that it wasn't her fault. and that she couldn't do anything for me. She didn't know why I was given false information from 4 people previous to her about changing the ticket over the phone but it wasn't her problem. She said that her shift was almost over and she had to end the call, and she hung up on me.

Very disappointing. I have also called this August to use accumulated miles for December (Christmas) and was told nothing was available when the aircraft is empty? What is going on? I intend to use the remainder of my miles and discontinue the use of your airline and my Frontier MasterCard. I once felt like a privileged customer, but unfortunately, no longer.

When I called customer service, I am told that they do not make adjustments to price and that if I cancel my current tickets, they are still good for a year and that we would have to pay an additional $50 per ticket change fee to reuse them.

Really bummed that they would try to screw their customers over like that. All the rest of the retail world legally has to make price adjustment, why are the rules not the same for them? Really, really disappointed and pretty sure I will never pay to fly with them when they have so little regard for their customer and customer service.

Well, earlier this week, I went to book a flight for my son and I was told I only had 6000 miles and I needed 25000 miles. I told them the circumstances of my getting the card and I was told that I wasn't approved for the card that included the free round trip flight but I was approved for the lesser credit card. That was the first time I had heard of that. I asked why I wasn't approved and I was told it had nothing to do with my credit standing; some people are approved and some aren't. Needless to say, I wasn't happy and it seems like a scam to me. I immediately canceled my credit card. I don't think anything can be done but I feel as if I was misled and lied to.

Odd, I thought, but not that odd. I then (very lightly) tapped her again on her elbow. She turned around very abruptly, violently jabbed her elbow toward my nose and said very loudly, "do not touch me!". I was mortified. She created a scene in front of everyone. I was extremely embarrassed. Once she made it back to our row to serve us water, she was extremely rude and treated me like a child. If you need my attention, you push the call button. You do not touch me! Her back was an inch from my seat. I thought it would have been rude to push the call button when I could simply whisper, excuse me. I'm never flying Frontier again, that's for sure.

They did say they had received several complaints but again stated it was my fault. All of the customer service people I talked to were rude, would not let me talk, and continued to say it was not their fault. I have never been treated like that and will never fly with them again. I would also advise any one else to be careful. The credit was run and is now lower because of it. I never gave permission to run my credit and was never told it would be run. I was only told I would be filling out a survey.

I was upset on the phone and wanted to speak to a supervisor, of which never happened, and then twice the agent dumped me into the Early Returns voice mail system telling me they'd get someone to help me. Knowing that the Early Returns desk had shut down for the day. On my 3rd call back I finally got at least someone to explain to me that I was S.O.L. that those seats on the flight were for cash paying customers only, that my frequent flyer miles were useless unless I was lucky enough to beat the other plethora of folks wanting to use their miles for flight X, Y, or Z.

They have no problem selling you extra miles to pad your account with problem is you probably can't use them unless you're want to go to Minneapolis in the dead of winter on an extremely non-attractive date. They are nothing but thieves proposing this frequent flier mile program as something legit. And they don't care about getting reported to any agency. They think they are above it all since they obviously 'have the best customer service record in the industry'. And good luck on treating people this way in this economy. Shame on you, Frontier. May all of your planes smell of bad customer service that's a smell you can't disguise? I spent $200 to buy extra miles that I cannot use when I need to use them and the dates are not on the black out list. Thieves, all of them.

To make matters worse, she said that the Airline knew of this change on March 31st, 2010, almost four months before I received any notification from them about this change. So by the time I received this notification, I had no chance of shopping for a better flight for my money. Needless to say, for more than seven months Frontier Airlines has had use of the money I spent on that ticket. Even my bank would have done better than their offer to return my money now and leave me stranded at the eleventh hour without a means of getting to my destination as conveniently or on time.

I was even willing to drive to another airport eight hours away and take the flight I booked my father on, but the airline would not let me do this unless I paid the difference in ticket prices, which by this time has about doubled in price from the original purchase. The least the airline should do, for the inconvenience, is to let me go with that option at no extra charge, which is still an eight hour drive for me, the reason that I chose not to take that option in the first place. But at least this would have allowed me to arrive on time without having to pay twice the original ticket price to do so.

The Airline has made no attempt to compensate me for this inconvenience, and has even tried to profit from their mistake by trying to charge me more for a flight that would arrive at the desired time. This entire misadventure is akin to buying Premium Orchestra seats for the Ballet only to be told a few days prior to the performance, when the House is sold out, that your seats have been moved to Upper Balcony Far Left, and by the way, during intermission you will have to leave your seats and change to these other ones in the 27th Row Far Right.

However, we will still charge you the price of Premium Orchestra to see the performance that you paid months in advance for and have been looking forward to seeing since then. Oh, and sorry we didn't let you know months ago, when we first learned of this change, so you might have had more options, my bad.

Customer Relations told me to talk to Harry** who is the KC station mgr about the situation. When I traveled back to KC that afternoon to catch a 3:30 flight, I stopped at the counter to talk with Mr. **. The girl behind the counter called him right in front of me and had a conversation and a few laughs which at that point I was curious. She told me to go ahead and check in at the gate and he would come down and talk to me. I thought it was strange but did so. He never came down. After getting back home, I tried contacting him and he would never reply. Finally I got him on the phone. What an ** he is! He denied everything and said he doesn't remember anything about it. He had such ignorance in his demeanor.

I then tried to get hold of the CEO of Frontier Airlines by email and he would never respond back.

I am now trying to use my voucher for another flight. I call in to reservations and Carol /CG takes the flight numbers that I gave her and sees how much the flight is $297. I then tell her I have a voucher that says it is for $500. She first says she doesn't see it in the system but put me on hold and says she will look somewhere else. She comes back on and says I have a $400 and a $100 voucher. If I use the $400 one I will lose the $103 balance. If I use the $100, I can pay the difference. What she did was divide it down herself so that she could screw me out of part of my money. Please help me! Thank you.

I explained that I’ve been with customer service for 30 years and I know that you always put notes on customer accounts when they call in. Everyone I have spoken with them, they say "this is the 1st hearing about my situation"? Are you kidding me? I’m not ** and I refuse to pay for ** services. I’m supposed to be on a 6 months vacation period, but I don't think I need them that bad. Please advice bad service and paying is not worth service given. I doubt I will reconnect service after 6 months and feel I shouldn't have to after all that! Emotional distress, contacting service 9 times on phone dealing with people while on vacation? Shouldn’t have to pay for the week and I shouldn't have to reconnect service after all that. I should pay for good service and if I don't get it, then it's my right to go elsewhere.

I showed up and asked and the gate agent called Frontier. The Frontier agent told the gate agent no way without the dude paying! I spent almost two hours on the phone to Frontier and Great Lakes and got no where. The plane tail number N255GL left Wolf Point with one customer and 18 empty seats. I have more but I am done with Frontier. The service I got was pathetic. Now I am in a hotel room in Wolf Point waiting for the 6:02 am flight that will be empty also.

The first person we spoke to at Tampa, Jeanette, told us that TSA probably removed the items from our bag because TSA doesn't allow pocket knifes or tools to be in checked bags. The next person at Tampa, Fred, told us he would have their manager Josh call us that or the next day. Josh has never called and we've been unable to get the Tampa office to answer or return our calls since then.

We spoke to TSA in Denver, who was helpful, and they reviewed the security footage of our bag check and confirmed what items had been in the bag and said that the TSA employee replaced all of the items in the bag in the video and the bag was sent on to the airline. We called Frontier customer service again where Jeanie said she would "open a claim" for us but that we needed to file a claim with TSA first because they looked in the bag.

We told her that we'd already spoken to TSA and she said that it didn't matter, but that she would be sending us a letter with a copy of our claim and the Frontier tracking number. The "claim" letter we received had no claim information or tracking number; it was a form letter stating that Frontier would take no further responsibility for the issue or allow a settlement. We also filed a theft report with DEN police.

I am really disappointed with Frontier as we were not first time customers and we have to fly between TPA and DEN often now. They have a good schedule and we had been happy with them for past trips. I understand that the luggage handling at the airports can often be chaotic, but there's no excuse for Frontier's poor customer service, or the amount of run-around we got trying to get help. The Tampa person that told us you can't have pocket knives in your carry-on should be fired for either being an outright liar or completely ignorant on airline policies. Someone in Frontier's baggage handling stole from our luggage and Frontier should be working on figuring out who their thieving employee is instead of wasting our time. I lost $700-$800 of items from our luggage.

We arrived for check-in approximately 2 hours prior to departure. At check-in, we instantly began to have problems. We were told that there were no seats available in the coach section and that the only way to guarantee a seat was to upgrade to rows 1-4 for an additional $30. We did not want to upgrade, we only wanted a standard seat that we booked in advance over 5 months before. Our ticket agent strongly suggested that we pay the $30 and guarantee a seat, though he did not say exactly why. We did ultimately pay the fee and were given seat assignments in rows 1-4.

When we finally arrived at the departure gate, one of the couples traveling with us, who don't travel much, asked us when will they get their seat assignments? When I looked at their boarding pass it said standby! I told them that they should have gotten a seat assignment when they checked in. They said that their ticket agent told them that there were no seats left in coach and it would be no problem, and to just wait and get a seat assigned at the gate.

They did not request nor were they told at that time that they were being placed on standby! Of course, we inquired about the mistake at the gate desk right away, while there's still an hour before departure. We are told not to worry and that they were working on it. As it turns out, Frontier had overbooked the flight by 5 people and there were no seats available. Keep in mind that we checked in 2 hours early and notified them of the problem an hour before departure. At this point, we are all very upset and concerned about our vacation being totally ruined! We demanded that the issue be corrected, but we were told there was nothing they could do.

Ultimately, our friends were not given a seat and there were no other flights available. Because we are very close friends with the couple that were denied a seat and the fact that they were celebrating their 20th anniversary, we agreed to let them take our seats on the plane and we volunteered to stay behind and deal with the airline mess. After another hour or so of trying to find an alternate flight to Cancun, we were told that there was nothing available. The best option they could suggest was a flight to Denver, which is leaving at 6pm. Then, we were to take a flight departing from Denver to Cancun at 1am in the morning! This was completely unacceptable to us, but we were given no other choice.

We were offered flight vouchers as compensation for our inconvenience, but we do not feel this is adequate compensation due to the circumstances.

Another ticket agent, a young man came out and had a conversation with the female ticket agent, and he proceeded to log in to your system to start helping passengers. He randomly called out passengers' names to rebook flights on other carriers. After about 20 minutes, I asked him why he was not speaking with people in the order they arrived. He replied that the folks he was calling had connecting flights. I told him that I did too so he asked my name and then re-booked me on US Air flight 2248 at 6:55AM. All was well for this leg of the trip. The real trouble began on 1/21/10.

I was booked to leave Las Vegas to Phoenix on US Air flight 117 at 9:40PM. Because of all the bad weather in the southwest that day, all flights had been cancelled. I know that this is not Frontier Airlines' problem to fix, so I called US Air to get rescheduled to fly to Phoenix. I was told they could not get me there until Sunday, 1/24/10. After 10AM, this is where the problem ensues. My flight on 1/24/10 from Phoenix on Frontier Airlines #868 was leaving at 7:20 so my next option is to call Frontier Airlines to see if I could change my return date/ticket to 1/22/10 and fly back to Dayton, Ohio. I called your 1-800 customer service number at 6PM Las Vegas time. I was on hold for 1 hour before I spoke with a representative. As I explained the situation, I was told it is not Frontier's problem. I needed to call US Air, it was their problem. He would not stop talking so I could explain the situation.

I asked to speak with a supervisor. After being on hold for about 10-15 minutes, she came on the line and told me that the previous man had explained the situation and she could book me on a flight the following day. I asked her if this was confirmed, she told me yes (my mistake here was not getting a name and employee number). This flight was to leave Las Vegas at 10:15AM #976 going to Milwaukee then to Dayton, Ohio. As per your rules, I showed up at the Las Vegas airport at 7:30AM to check in. When I got to the ticket agent, she could not find the confirmed reservation. She picked up the telephone and called someone (I have no idea who).

Then after about 30 minutes, I asked what the problem was and this was what she said. What she did find in the system was that I had flown out the night before on the canceled flight, US Air. She then called, I guess US Air, to fix the computer system so she could proceed. After that was done, she then took me to the on floor manager (employee Rick **). He then looked in the system for the reservation to Milwaukee. Once he found it, he told me the cost would be $676.00, the time was now about 9AM.

Needless to say, I was a bit overwhelmed at the cost because the night prior when I was on the phone with your customer service supervisor, nothing had been mentioned about this ticket price (had that been the case, I wouldn't have been standing there!). When I explained to Mr. ** the conversation that took place the night before, his reply was "I have no proof that they didn't tell you the price"! At this point, his behavior was nothing but condescending, rude and insulting. He was loud. He told me it wasn't his fault, US Air cancelled the flight and it wasn't his problem to help me. Either I wanted the ticket or not. I stood at the ticket desk and once again, called your customer service and was told exactly the same thing as Mr. **. By now, it was 10:30AM and the flight was gone.

Mr. ** had been holding in his hand all my itinerary papers the entire time we have been speaking, he was folding them up and slamming them down speaking very loudly to me, either I accept his help or not. At this point, I asked to speak with his supervisor but he told me he was the top man in Las Vegas. If this is the kind of customer service Frontier Airlines wants, I am shocked! Please understand that I did not once yell or insult or call anyone any names. I retained my composure the best I could master. I then reiterated that my flight back to Dayton, flew out of Phoenix and I couldn't get there so I needed to find a way home. Mr. ** stated, "you have a flight home out of Phoenix". That comment was nothing but sarcasm! So I asked him to check to see if he had any flights that would leaving Las Vegas on Sunday, 1/24/10, to get back to Dayton. He refused to help me.

This has been my experience with Frontier Airlines. I am 57 years old, professional and have flown many times. I have never been spoken to like this or treated with so little respect as I have been with Frontier Airlines. I certainly hope that this complaint doesn't end up on someone's desk in a pile of papers. Because if this is happening to me, how many other customers do you think this happening to that aren't sharing the experience? The best form of advertising is through word of mouth. What do you think I have been saying? I would truly like to hear from a representative from your company and not just a form letter that thanks me for expressing my opinion!

The nightmare began when I was late by 5 minutes on the ticket check-in counter. I requested the staff to try putting me on the flight as I am not that late but suddenly, Angie in a loud voice screams from the background, "He cannot go on this flight." No smiles or "sir" salutation. No empathy statements like, "We would like you to go on this flight but unfortunately we cannot, but do not worry we will put you on the next flight asap." Instead, they were rude and started acting like women who wanted to discipline a child for not reaching on time. Yen (pronounced as Jen) especially started acting like a goon and was abrupt, disrespectful and very rude. She gave me an ultimatum saying, "do you want to even fly or not?"

To add to her annoyance, she tells me my handbag is over-sized. I carry a Samsonite handbag who I assume know what are the permissible dimensions that the airline allows. I travel every week with the same handbag and have my Midwest miles executive card attached to it but she wanted me to put the bag on the check. I just kept quiet and put the bag on the measuring scale and guess what, the bag was passed. She just wanted to annoy us at 6:00 am in the morning.

My wife was astonished at this behavior and told me to control my emotions. From that point on, we decided not to expect anything from them and very helplessly told them, "just please put us on the next flight." At this point, as if to get back at me for even confronting her in the first place, Yen purposely tells me to try taking the next flight at 10:00 am. The only point being she knows very well the flight is fully booked because of holiday travel and there is no way I can get seats on the flight. Without my knowledge, she did confirm me on the afternoon flight which leaves at 2:00 pm.

We realized this point after we checked in and with our tired eyes and minds started thinking about what would happen if we don't get seats on the next flight. This thinking came in my mind because I am a frequent traveler. At this point, I come out again from the checked-in area and approached the frontier check-in desk again and that's when Angie tells me the flight for 10:00 am is fully booked. I felt like screaming at her that is she in-human. We got up at 4:30 am to try making for the flight at 6:00am. Now, we are stuck on this airport and instead of telling us the true picture, they want us to wait for a flight that has a 99% chance on us not boarding it.

I just took the boarding passes for the 2:00 pm flight and went back home to catch some rest. Angie was clearly angry that I chose to become wise. She told me I need to take my luggage back with me when she really knew all that she needs to do is tell the baggage handlers to mark the bag for the 2:00 pm flight. She eventually got a stroke of humanity and did exactly that.

Frontier Flight# 127, From Dallas (DFW), To Denver (DEN), Final destination Salt Lake City (SLC) on Dec 20,2009 @ 5:45am.

I am disappointed and looking for a formal apology from both Midwest airlines and Frontier airlines.

I was told if I had purchased travel insurance, then it would not be an issue. Wrong! I called the insurance company and found out that my mother's heart problem would have fallen under a pre-existing condition and the insurance company would not have covered the ticket change. I was informed the only option is to pay a fee of $180.00 to change the ticket. Why would I do that when I could go to a different airline and buy a less expensive ticket? Needless to say, I will not fly on Frontier in the future. I am out $200.00 for the original ticket and will have to purchase a new ticket.

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 **, 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 if this girl should have been doing her job, I wouldn’t be 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, I went from one airline to another many times, I 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 individual’s business ideals, but also of the so-called 'customer service'.

The agent assured me not to worry and 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 1:30AM 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 1:30AM. 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 in 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 $1,000 was spent at various department and convenient stores and gas stations, and over $1,200 in cash value was stolen from the wallet which included cash, gift cards and IDs. I asked Grant ** 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 bother them anymore. Merriam ** 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.