I purchased a roundtrip ticket on Frontier Airlines to denver and back on Frontiers website. language on the website implies there are no change fees or bag fees to use Frontier. when one purchases a ticket, for $117, one then learns that one has to purchase a "package" to avoid change fees and baggage fees. I purchased such a package. called "classic" package. $25 dollars. I assumed it was for the entire flight. by purchasing it and paying $25 more, I avoided change fees and baggage fees. my cost was then $152 for the flight. later, I learned I had selected a date exactly one month more than I intended, returning on September instead of August 1, 2011. calling Frontier customer service produced a "susan" who refused any help becuase I failed to purchase the classic package for the return flight. !!! DUH. I didn't even know I had to do that. Susan was snotty and argumentative. I asked for her supervisor. Mathew got online. another joy. Mathew doesn't care what Frontier's website says. he doesn't care that it is confusing. He is just as snotty and wants $50 to change my flight, not to mention the baggage fees I will have to pay on my return because I failed to fathom how the website worked to squeeze every last possible cent out of my wallet it could. I demanded a superviser, since it was clear, Mathew was NOT a supervisor. TA DA. "Kathy", a real supervisor with a normal voice and attitude got on the phone. ( this is now 33 minutes after I started this call to change my return flight). Kathy was pleasant to talk to. Kathy did try and help me though she instisted that I would have to pay more money for the cost of the new flight, but not the change. OK. I can live with that . I stated, I would even pay the $25 "classic package" again for the return flight since I now know one has to purchase both. with that crack in the ice, Kathy became more accomodating. she took some time and came back with the proposal that I could pay the "classic package" for the return, and avoid a change fee and baggage fees on my return flight. Hurray. only WHY does one have to go thru two beligerent jerks to finally reach someone who can help. and WHY is Frontier's initial website pages MISLEADING about NO BAGGAGE fees and NO CHANGE FEES, when they totally charge for both, unless one pays $25 package PER FLIGHT, more?????

Frankly, I will not use this airline again. They don't give a care about the people who use their airline. they are all about $$$ and the penalties the airline can extract from unwitting or unsuspecting consumers who make a mistake and need to change a flight. or learn to their dismay on their return they are paying $50 more for two bags cause they didn't read the fine print they have to pay extra for departing and return flights!! gary

I booked a leg of a flight for a vacation I planned with Frontier. A week after booking, my Grandma who had been sick for awhile received a stage IV cancer diagnosis and was given 3 weeks to live.

I called Frontier to explain the situation and was also told that the economy ticket is non-refundable, no matter the circumstances. I basically felt like they were lecturing me that I should have bought the higher priced classic tickets or travel insurance. I guess this is how they keep their ticket prices lower, by not giving a crap when people have unforseen tradgedies. Business is business, but I personally will NEVER fly Frontier again.

Purchased a set of "Buddy Pass" Tickets, which are standby tickets. Missed a few flights, no big deal... I was then cursed at in front of 5 passengers and my girlfriend. Once I brought it to the managers attention, he shuned it and shook his head. He stated, " It's been a busy week."

I asked if I would make the next flight, the manager advised that it was full and I would not make it. He advised me to purchase a full price ticket to board. I did so, only to find out I was already booked with the standby tickets due to open seating.

I was told by the manager I would be refunded the full price tickets. It never happened.

I then emailed Bryan Bedford, CEO. He sent me a few emails and specifically stated that I would be refunded and he apologized. He never authorized the refund and I was given the run around.

Apparently, it is not enough anymore to have written communication from a companies CEO (secretary) promising something. These companies don't have to follow through and they don't.

Avoid Frontier and US Airways, although cheap... the service is terrible. Frontier was once a part of my organizations flyer program. I have since pulled Frontier and Us Airways from my corporate travel option. Although small I am sure, they will lose 600 flights a year over $300.00.

I had a baggage issue on my flight to California and back and after phone calls, going back to the aiport, filing a report online, and then calling the headquarters, they still haven't gotten back to me about my baggage claim! It's been over a month! I will never fly frontier again - both times I had issues, others had lost their baggage or it had been ruined in some way, and I had to wait while they filed their complaints too. Do not trust Frontier - they overpack, mishandle and lose their luggage, and then never get back to you after you've gone through every possible way to get a hold of someone that can't help.

Dear Sir or Madam,
This ticket was purchased for my son(Joel) as a gift for him to travel to Denver to visit his friend by his friends mother Jill. Jill booked the ticket through Travelocity, so I am unsure of the information given to her, but I do know it was a $300 ticket and all I knew was that I was bringing my son to the airport to catch the flight. I was late for his booked flight which departed at 12.25pm because of a other family circumstance, and I did relay this to the Frontier Staff when I arrived and asked what I needed to do, they said that they could have him on standby on the next flight, then they asked how old he was and I said 14, they said oh in that case he can't anyway and you need to pay the $50 Unaccompanied Minor fee. I then asked what that was for and two members of the staff there said it was a FAA regulated fee that needed to be paid (I didn't ask who instigated the fee, I asked what I was paying for, one of them eventually said, it was for peace of mind. Peace of mind for what, if I didn't think my son could go to Denver and be safe, then I sure as heck wouldn't put him on the plane in the first place, plus he is a teenager going into high school). I then said I didn't think their information was correct because my other son had travelled several times since he was 13 to Reno on South West and we have never paid additional for a Minor fee. One gentleman left at that point and I was being helped by a lady who then proceeded to tell me I had no idea what I was talking about and that just because I didn't feel I should pay it didn't change how the rules were. I told her I was willing to walk down to Southwest and ask them with her, because I wasn't lying, then she said 'It isn't my fault that you were late', which had nothing to do with this, I had already apologized and I was not upset about that. I told her she was extremely rude, she then turned to my son and said I'm sorry you have to hear your mother like this, which was also extremely inappropriate. I told her she was rude and that I had never ever been so upset, which is not something I do, she said I had no idea what I was talking about said a few other words, said she wouldn't deal with me, gave me a slip for a Minor, tore up my airline ticket and left, without telling me what else was going to happen. After that, another gentlemen assisted me, I told him I was sorry that I was upset, but that I think there needs to be more information asked when booking these tickets, and when I checked in on-line I also paid an additional $20 already for the 1 bag my son had and now an additional $50 that wasn't planned, and in actual fact would have to pay an additional $140 to the ticket all up for there and back, which is alot of money when you are budgeting, no matter who is paying (and this is not our only nor my friends only child that we have put on airlines the past few days). Why not just charge a $340 ticket and be done with it, that way we know what you are charging.. He again said it was the rules that children 14 and under not traveling with an adult were unaccompanied minors and there was a charge and this was how all airlines operated, I told him it wasn't so, but I was through arguing. I paid the additional fee and this process taking nearly 45 minutes to do, that in itself seems crazy. Also, I had my other children with me, he pointed at them and said are they your children I said yes, and he said that they couldn't come with me to the gate because I could only go through. So then I called the 800 number on the brochure, the first person was nice, but said she had to put me through to customer relations, I then talked to Ryan, who I told the above story to, I said that my friend said when she booked she had given Joel’s age but there was no information given that additional monies were needed or about being an unaccompanied minor. He said that my friend needed to make a complaint to who she had booked with, and I have relayed on that information, then he told me that I should go back to the check in counter and tell both the Frontier Employees that had said I was wrong that in fact I was right, that it was not a FAA policy but Frontiers policy for minors age to be 14 and under and Southwest is 12 and under and United is 14 and under. I asked him if he was joking, right! I am not going back to say, I was right, you were wrong, that is why I called Customer Service. After that I took my son through security and to the gate. At about 2.40pm, I asked the flight attendant if I could leave my 14 -1/2 year old son (who is a Freshman in High School this year) with her because I had other children waiting in the terminal, that I didn't want to leave alone much longer, she then said, why didn't I bring them with me. Well, wow.. I was told I couldn't, what a nightmare. Plus if I am paying $50 for an unaccompanied minor fee and I can't even leave my son who can take care of himself with a Flight attendant for 10 minutes, what is the fee for. My friend Jill was awaiting him in Denver to pick him up at the gate where he got off the plane, and Joel tells me he wasn't asked anything or given anything special on the flight, so exactly what we are paying an additional $100 for. Do you lose children on the actual flight?? Considering he will be attending High School this year, I would suggest that 14 maybe a little old to be an unaccompanied minor and that most kids entering high school are also 13 - 14 years old and this seems more of a way to make money than actually paying for an additional service, that really seems non-existent.
I am 43 years old and come from Australia. I have travelled all over the world on many many different airlines for business and pleasure and have had many different experiences, but today was by far the worst experience, not just with an airline but any business I have ever dealt with. Not only was your ticket staff poorly educated and rude, your customer service representative too was poorly versed and finalized our discussion with flat silence, until I said well I guess that's it then. He had no solution other than I should go back, then your flight attendant basically was the icing on the cake, although she did take Joel the extra 10 minutes early, although I was instructed to absolutely not leave the terminal until the plane had taken off, Why? (I did wait - nothing happened) What happens if he was on a connecting flight, would I need to call when he arrived and wait until that flight departed~~ What exactly is the $50 for?? Does this mean that if 30 children go on a school trip with 1 Teacher that 29 of them need to pay an additional $50 because they are sitting on their own (basically unaccompanied minors)? Is there a cut off for how many children? This may seem ludicrous and childish, but if you are considering how to make money here, then maybe, not so crazy.
Finally after reading your review on Skytrax, I would never fly with you ever. Considering the state of the Economy we are in, I would think that all your staff members would better educated in your companies Policy's and that of the FAA. Never indirectly tell a customer that he or she is lying if they were unsure of the absolute facts. Understand that not all customers are out to get something for nothing and that we are all truly feeling the pinch, so have some understanding when customers are stressed with additional charges. It isn't about the additional charges it is about the how these charges are being administered, being directed, being asked for and so forth.
Considering all round the state of the Economy, the fact that nearly 3 in 4 families are blended families, meaning more and more kids are flying younger to see mum or dad or other family members due to court orders, this almost looks like a way to add to the hardship of families already in hardship. Understandably 12 and under or maybe Grade 6 and under, these children are young and need adult accompaniment (real assistance) not just a flight attendant on the plane asking once if they want a drink or need a colored book pack, but someone that is there instead of a parent or guardian for that time, that would be money well spent and should be a federal regulation, not up to the manipulative play of the airline looking to make additional revenues.

Katherine Miller