Never Mention Frontier Airlines AGAIN!
I booked a trip to Cancun in September on Expedia. I merely booked this year’s trip for the cheapest price, not thinking about who had the flight for the trip. I guess it was my unlucky day. I found out I was flying with Frontier Airline. I had never flown with them. I tried calling 2 days before to book my seats & was told that it was a Charter flight & you could not book your seats. It was hard for me to underst& the Customer Service person, both times, because they barely spoke English. I didn’t realize that it was a Charter flight until I called. I found out it was a FunJet.
The night before our flight, I called Frontier’s Customer Service & told the girl that I needed to know if I was flying out of O’Hare, which terminal I go to Int’l or Domestic. She said she would check, again didn’t speak very good English. She came back on & said, yes it was Int’l. I don’t know why, but I doubted her & asked her to double check. She put me on hold for a minute & came back & said, “yes definitely Int’l.” I said ok & as I hung up she quickly said, “Be there an hour early”. I still questioned the terminal, but knew I wasn’t going to get anything else from her. I asked my son to call & he did. He spoke to a guy. He asked, “if I’m going out of O’Hare to Cancun on Frontier, what terminal do we fly out of. He told my son, Int’l.
The Limo picked us up & we headed to Terminal 5(Int’l Terminal). We got to the Int’l Terminal at 4:45 am. My son went inside & said it was like a ghost town. He looked around for someone to ask & couldn’t find anyone. He checked the boards & the only flights going out of there were overseas Int’l. He said there weren’t any flights showing going to Mexico. I asked the Limo driver if he could take us to Domestic. He did & I walked into the airport & was able to go right to the counter. I got up there at 5:04 am. I was told, “You are late”. I said, yes because Frontier’s Customer Service told us to go the Int’l terminal. They said it doesn’t matter. Funjet closed the flight at exactly 5am & they could not open it. I said “I’m only a couple of minutes late” They called the FunJet representative over & she told me the same thing. I again said, it’s because of the Frontier customer service rep. I explained the entire situation of our calls. They didn’t care. I asked to speak to a manager & a lady came down. About 5 minutes after another couple came in, the same situation & they were also told, there was nothing they could do. The manager came over & I explained it to her. She stated she looked in the notes & didn’t have a record of me calling the night before. I said, my phone record will definitely show that I did. I also told them, I would BET if they called their customer service rep & asked what terminal to go out of, they would more than likely tell them Int’l, as well.
They told me I could leave on Saturday. I said, no way. They told me the only way I could get to Cancun was to book with another airline. They also said Frontier couldn’t help me, I had to go through Expedia. They handed me the Frontier airline phone # & my son saw it. He took the slip with the 801 phone # on it; he held out his phone & said…do you mean this phone number on my phone from when I called last night to find out which terminal. Here is your proof.
I also stated that if it was a hard fast rule that you must be there an hour before or you don’t get on the plane, they should say that. They said it was in my paperwork. I stated it was not & offered for them to go through it to see where it stated that.
They didn’t care. I did call the Frontier number as I was standing at the desk & I asked to speak to a manager . When I started explaining & stating that I was told by their Customer Service rep the night before to go to Int’l Terminal, she hung up on me. I was almost in tears but also mad as ***. We called several places to get another flight & to get out the same day, with a non-stop flight, it cost me over $1600 for 2 round trips tickets. I don’t ever want to hear the word Frontier, again. Also, I called Expedia when I got to Mexico & I was told, this was not an Expedia problem, this was a Frontier problem. I tried several times to call Frontier from Cancun, but I could not get through to the 801 phone number from Mexico. When I got through the message was in Spanish & I could not understand & the phone hung up on me.
I sent a complaint email stated I want to get sp,e money back, but more importantly, I wanted to cancel my flight home since I did not want to fly Frontier EVER. . It was never cancelled! I got an email this morning : This is what it said “ they couldn’t help me with my flight from Denver (IT WAS CHICAGO) to Cancun, because it was an Apple Vacation (It was a FunJet) & I had to call Apple Vacations to discuss any problems.
This reviewer shared experience about "didn't get to fly out and nobody from customer service cared!" and wants this business to issue a full refund as the author lost $1600. The author is overall dissatisfied with Frontier Airlines. The most disappointing about frontier airlines flight booking from Frontier Airlines was charges, extreemly poor customer service at the departing gate and customer svc reps barely speak english Reviewer wants customer support to reach out to him or her ASAP for further discussion of this matter.
Check out the best and the worst companies in Transport category for more informed decision or compare Frontier Airlines to other companies on our site.