Customer Reviews - SKYTRAX (2024)

Not Verified | I booked a direct flight on Frontier's website. Now they are telling me that my itinerary has been changed. Instead of having a direct (2 hour) flight from SLC to San Francisco, I now have been bumped to a layover in Colorado (and then on to San Fran). The travel is going to take 6 hours instead of 2 hours, which is going to be a huge pain because I'm traveling with children. Total bait and switch. Not even sure how this can be legal.

✅ Trip Verified | Was at initial gate (T17) at 3PM waiting. At 4:17PM received text that flight was delayed until an estimated 5:30PM. Following this, another text was received that the gate has been changed to concourse T. We immediately took the train to the gate to find that the flight left on time despite the change in location and flight time. No help was given at gate or Frontier desk. Was told to purchase another two tickets at my expense for a flight two days later. Checked luggage was presumably sent to MSP. We purchased a one way ticket to ORD with Frontier and booked a rental car from there to get to MSP. No voucher, no reimbursem*nt, no apology. Get to MSP to find that luggage was at ORD and was told via voicemail that we could come retrieve it in Chicago. Phone number left to call on voicemail goes to dial tone after one ring. Two additional flights, additional checked luggage, a car rental, among other expenses unplanned for.

✅ Trip Verified | Frontier moved my return flight to two days earlier without informing me, and they would not move it to the original date and time without a charge of $335. In addition, their baggage fees are extremely expensive. I will never fly with this airline again and I definitely do not recommend them.

Not Verified | On July 29, 2024, at 1:02 PM, I purchased four airline tickets from Frontier Airlines' website for travel from Baltimore, Maryland (BWI) to Chicago. The scheduled departure was set for Friday, August 16, 2024, at 7:40 PM, with an arrival time of 8:36 PM the same day. On August 15, 2024, at 7:48 PM, I received a confirmation email instructing me to check in for the flight, with the departure and arrival times as initially mentioned. However, on August 16, 2024, at 3:21 PM, I received an email and text message notifying me of a flight delay. The revised schedule indicated a new departure time of 8:39 PM on August 16 and an arrival time of 8:08 PM on August 17, resulting in a total flight duration of 24 hours, which I found unusual. Upon arriving at the airport at 7:15 PM, I waited at the counter for approximately 15 minutes. During this time, four Frontier Airlines employees were present but did not offer assistance. After 15 minutes, a staff member informed me that she was no longer serving customers. Eventually, another employee assisted me and advised that boarding passes were only required for TSA screening. We proceeded through TSA and reached the gate listed both on the monitor and in my email by 8:15 PM. At 8:39 PM, it was concerning that boarding had not yet begun, and no announcements had been made regarding the flight. I went to the counter, where another passenger was already inquiring about the same issue. The attendant rudely informed us that the Chicago flight had already departed. When I questioned how this was possible given the delay notifications, the attendant claimed no such emails had been sent. Despite showing the email and text notifications on our phones, the attendant became increasingly agitated, asserting that the flight had left a long time ago and that it was fully booked. This was perplexing, as only five passengers were present at the counter. I requested a refund on August 17, 2024, at 1:56 PM, but it was denied. I am extremely dissatisfied with the service, as it did not meet expectations and was poorly communicated. Furthermore, it was difficult to reach a live representative to address these issues. Overall, my experience with Frontier Airlines was exceptionally poor. I rate the service as a negative on a scale from 1 to 10, given the lack of accommodation, unclear communication, and inadequate handling of the situation.

Not Verified | This is the worst airline ever, please don't be like me and ignore the reviews and book, take my advice, this airline will leave you stranded at the airport. Thanks to Frontier I missed two very important events a celebration of life for my late nephew and my birthday party planned with my whole family. You just don't know how hurt I am, I will probably never get over this. I lost my whole day, I hate that I put my trust in this company. I guess they feel like they make it up to you by giving you a 20.00 food credit. I would rather starve or pay 200.00 a meal before accepting that meal. I guess they think Two people can eat off of 20.00 at the airport! Is about ridiculous. Who ever reads this please, don't use this airline, pay the extra money so you can have a piece of mind and not be worried about being stranded in an airport far away from home.

✅ Trip Verified | Frontier deliberately gives false information on your flight in hopes you will cancel your flight. They wait until everyone is at the gate before canceling or delaying flights. First flight at 9 AM was canceled. Second attempt to fly out was at 2:30 pm and got delayed until 8 PM. Then they showed us itinerary that said 8 PM flight would take 17 hours to fly from Orlando to Atlanta. This is clearly a joke! I'm sure this is the case for every airline. The department of transportation 2024 and the secretary of transportation is a complete failure to the American people. This never happened 4 years ago. Worse than covid. I will never book a ticket on an airline ever again.

Not Verified | I am in Business Consulting and I have rarely seen such a poorly run company. Why they have so many employees standing around doing nothing screams manual processes and no integrated systems. One of the top 10 worst customer experiences I have ever had. You are not allowed to speak to anyone in customer service over the phone unless you have an upcoming flight within 24 hours or within the last 24 hours. So if you need something rectified, good luck. Not going to happen. Ended up paying way more than if I flew United or American. Flight was delayed 4 hours and no one seems to know when the flight is taking off.

✅ Trip Verified | I knew Frontier was a no frills, fees happy airline. But this last trip was my last. I booked flight third party as I always have. I knew there would be carryon fees, baggage fees, seating fees, etc. having flown Frontier in the past. At check in screen asks to bundle fees or continue without bundle. This was a lie! It would not let me proceed without a bundle. It had various options I choose the least expensive $121 per traveler. Because they already had me over the barrel for the bundle I added seat upgrade to exit row $9each (very reasonable). My cart total was $502 in addition to the $327.94 I had already paid for airfare. Can you math with me… $327.94 airfares + $121(for the bundle you had no choice but take) per traveler ($242) + $9 exit seat per traveler ($18) = $587.94. I got charged $502 at check in bringing the cost for traveling to $829.94. Where did to other $242 come from you ask? When I called customer service they told me the bundle was each way, so on the round trip airfare I had purchased was not $121 (bundle you have no choice but purchase) but $242 per passenger. I could have paid less for flights on almost any other airline and had a padded seat with even minimal food and beverage service, all which I already knew was not part of flying on Frontier and was willing to go without for the cheaper cost. Buyer beware. I should have known better I have flown them in the past. The new wrinkle is the forced bundle and hidden each way. It will be interesting if you fly Frontier how they extort money from you. I learned the lesson no more Frontier Airlines! Burn me once shame on me, you won’t get to burn me twice!

Not Verified | This is the worst trip I have ever taken, and it will be my last one choosing Frontier. The airline canceled the flight schedule for ~5:40 p.m., 4 hours before the flight, and they never emailed or messaged the passengers. When you tried to check in, there was an error, and you didn't know why. The only time to find this out was when you physically checked in at the airport, and they told you the flight had been canceled, and the alternative was two days later, and there was no guarantee for the rescheduled flight. When you want to save money by using this cheap one, think twice; you are likely to spend more and have a headache managing the last-minute changes, which you will surely know better if you use other airlines if there is a cancellation.

✅ Trip Verified | Amidst all the negative reviews for this airline, here is a positive. Short flight from Los Angeles to San Francisco, #F93307 on 29 July. Ground and cabin staff most helpful and friendly, short delay in departing LAX, but on-time arrival in SFO. Seats reasonably comfortable for a low cost airline. Did the job well in getting to destination, absolutely no complaints whatsoever.