103 views
2 comments

I booked a flight for both my sister and nephew to come visit me. I was told once I made the reservation that it would be cheaper to go ahead and pay for their checked bags and carry one over the phone in advance, rather than paying for them in person at the gate.

I explained to the lady over the phone that I was not certain if both would end up needing a bag to be checked, and she assured me it would be no issue refunding the checked bag fee if come time they did not both need one. So morning of flight my sister tells me my nephew doesn't need a checked bag after all, while they were packing, so I call frontier first thing in the morning and am told there is noting they can do, they are non refundable. Frustrated, I informed my sister, that there was boring to be done so don't bother asking at the airport about it. Well she calls me and says that the lady at the front desk check in for frontier made a note on my reservation in their system, and for me to call back and they will refund me the bag fee.

So after doing this and being told once again, they cannot refund the bag fee (mind you, the flight hasn't even boarded yet), the lady over the phone says if there is a note in our system then we can refund you and I say "yes! That's what I'm trying to tell you! They wrote a note" so she reviews it, puts me on hold for numerous more minutes and says "okay, since there is a note we will go ahead and refund the portion to your credit card". Okay , great!

Only after putting me back on hold for several MORE minutes, she comes back and says "actually because of a new rule, we can no longer refund your fee, even with the note in the system." So she transfers me to a supervisor.....and same old story. This company are all CROOKS. How is it my fault that one of their own employees told me I could get a refund on a bag if need be ?! And they won't even honor that?

I was basically told I should have done a better job at planning my luggage arrangements. Do yourself a favor and don't fly with this company, I wouldn't recommend them to anyone.

Reason of review: Poor customer service.

Location: Orlando, Florida

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

It does say bag fees and other service fees are non refundable

Guest

Yes I totally agree! I also complained yesterday about the baggage, I used the same carry on from Chicago to Seattle and back to Chicago with absolutely no issues on Alaska and American, My daughter took the same bag(under 50") and had to pay $60 at the gate,(1 way) she was even told before she entered the security line that she was good to go! I called last night and they said No Refunds!

Frontier Airlines Reviews

  1. 1582 reviews
  2. 373 reviews
  3. 143 reviews
  4. 50 reviews
  5. 58 reviews
Frontier Airlines reviews