Comments on: Don’t use Frontier Airlines, Priceline.com

By: techblukat

techblukat — Mon, 29 Jun 2009 05:18:11 +0000

Yeah-Frontier. Just tried to get on a flight to San Deigo booked on Expedia-got to the counter almost 2 hours ahead and told no can do-mechanical problems. Next flight we can get is 9:30 on another carrier-it is 12 noon. Okay nine hours in airport-Frontier books us on a United flight. We go to the United counter to get everything confirmed-and possibly standby for 2 earlier flights. United sayd “you aren’t booked on this flight” after waiting in line 1 and 1/2 hours. Back to Frontier-wait in line-yes you are booked-back to United where by gum, now we are booked. Standby good-get on 4 pm flight United-bags get put on 9:30 flight (which they assured us wouldn’t happen). Whatta day. Not much customer service at DIA-hate that place.

By: Sleepless in Colorado

Sleepless in Colorado — Fri, 26 Jun 2009 04:41:54 +0000

Here I am, stuck in the Denver airport. I was in Aspen for a conference. Arrived the required 1.5 hrs prior to departure for my Frontier Airlines flight. Because of “rainy weather” in Denver which would not allow any flights in, I was unable to make my connecting flight in Denver. Which is weird, because my flight in Denver appears to have taken off without a hitch on time. After sitting in Aspen for 5 hrs(4 hrs in Airport, 1 hr on Tarmac), I was finally able to make it to Denver. And stuck with the hundreds of others stranded in Denver as well.

So, while I was in Aspen, I asked to be put on Standby for the next flight available. When I got to Denver, apparently they couldn’t give me an idea of whether I would likely make the next available flight. Mind you, this flight has been delayed about six hrs as well.

So, I asked them if there were any flights the next morning so that I could have a guaranteed seat. They told me that I could have a seat…if I bought it.

So…wait…you have seats…you have people who need seats because they were bumped. And you won’t give them to us because you want to sell them FIRST?

I am truly astounded by this logic. And I’m pretty certain that I’ll never fly Frontier again. Weather excuse my a**.

By: C. thompson

C. thompson — Sat, 09 May 2009 03:20:41 +0000

I bought a last minute ticket this week to attend a funeral for a dear family friend. The night before the trip I ended up in the ER with my 6 day old daughter who had a fever. It was incredibly scary for about 76 hours, and the last thing on my mind was canceling my ticket. 5 days later she is still in the hospital but stable so I had a minute to call about my missed reservation. Terry, a supervisor, told me tough shit. Because I bought the so-called “economy ticket” which is anything but on a last minute flight, there was nothing I could do about it because that was the way their computer system worked. she was so smug and condescending she had the nerve to tell me that I had read the terms and conditions and I should have been aware of their policy. When I told her it was that kind of customer service that made the airline industry what it was, she told me Frontier had the best customer service in the industry. I am stunned.

By: Sheila

Sheila — Mon, 04 May 2009 14:32:34 +0000

Frontier Airlines has now decided that people purchasing “Economy” tickets are not worthy of getting seat assignments when they purchase their tickets. They must wait until 24 hours before the flight and be assigned a seat. $486 for a ticket was not enough money to secure a seat. I just called their so-called “Customer Relations” agent and told them what I thought of their policy. They are no cheaper than United when flying to Denver, so why bother. Frontier sucks!!!!

By: Sarah B.

Sarah B. — Wed, 22 Apr 2009 14:48:46 +0000

Tom,

I am very sorry for the problems you had with your trip, but I do want to thank you for providing me with this valuable information. I have always booked directly with the airline and am about to go on a family vaction to DisneyWorld. I have been searching constantly through priceline, hotwire, and some others trying to get the best possible deal. Instead I am now booking my nonstop flight to Orlando with Southwest Airlines(which does not show up on the booking companies). It is only 20.00 more per person on Southwest with a nonstop flight both ways, no extra baggage fees, and great customer service. Thank you very much for preventing me from ruining my family trip to DisneyWorld.

By: Mark

Mark — Wed, 15 Apr 2009 21:11:51 +0000

Where you need to contact customer service is on the expenses of the delay. Read through their contract of carriage on http://www.frontierairlines.com/frontier/pdf/Contract_of_Carriage.pdf. Because it was a delay or their fault (mechanical) and it lasted more than 4 hours the airline should have provided hotel, food and transportation. Rule 240 D 1 – 4.

By: Tom

Tom — Thu, 19 Mar 2009 15:28:19 +0000

Delta (according to the Delta ticketing agent) will purchase a ticket on any airline if Delta has a mechanical failure. Part of my frustration was the Frontier agent said: "there are no flights on any airline," a claim that was quickly refuted by glancing at the departures board. When I went back to ask about it, she explained she meant no flights on airlines they have ticketing agreements with. So far as I'm aware, that means United. I'm well aware that I'm entitled to a refund for the unused portion---but no one was willing to provide it when asked. From a practical perspective I'm better off just being pushed around by the airline, as there were no less expensive alternatives to getting home. It's unfortunate that companies are willing to exploit a customer's compromised position (which they created). To the first commenter: Let's not confuse what a company should do with what it's required to do. Effective companies turn their customers into evangelists. I have had extremely positive customer service experiences with some companies despite lack of product or some other breakdown (e.g., Men's Wearhouse, Amazon.com), and was so well taken care of that I share these experiences with colleagues and promote the company. It's is important to recognize that a customer's experience doesn't affect only the single customer, but a broader community.

By: Joe Ford

Joe Ford — Wed, 18 Mar 2009 22:20:55 +0000

FYI, you are entitled to a refund of the unused portion of your ticket if there was a mechanical cancellation (not related to weather) if Frontier was unable to ticket you on another airline. If you request a refund, either from a ticket counter or reservations department, they will issue a refund. However, it will only be credited to the original credit card. If you paid some other way, it will be refunded to Priceline and you’ll have to get the refund from them. That’s how it works.