Complaint / review / scam report
Frontier Airlines
Horribly rude staff HORRIBLE CUSTOMER SERVICE...

Complaint / review text:
- Horribly rude staff HORRIBLE CUSTOMER SERVICE
- No response via customer relations email - Hold time now exceeding 55 minutes when you attempt to call them

THE INCIDENT: I received the email confirmation clearly stating "CHECK IN 45 MINUTES BEFORE FLIGHT". I went to the kiosk at and typed in the RES #. It told me to go to the counter. When I turned to go to the counter, another passenger hustled past me (he just got his pass printed). The girl at the counter refused to print my boarding pass, even though it was 6:28 on the dot, no bags (EXACTLY 45 minutes, and, had I not stopped at the kiosk, probably would have been 6:27).in fact, I even showed her the confirmation number ON MY PHONE AT YOUR CHECK IN SCREEN, which was not processing for me, but clearly tried to do, and still, was not able to be helped.in addition to this, there was NOT ONE PERSON at the security line. She also KNEW there were no flights for 3 more days!

So, after some rude treatment, $75 fee, I went home to look all this up... Did I misread something? Is the policy clear and I just screwed up? Now, in your email, it CLEARLY SAYS: "Check in 45 minutes" (in a bold, colorful image). When I click the "learn more link" I understand, that if I'm not to the gate 15 minutes before, I MAY lose my seat: "Please be at the gate and ready to board no later than 15 minutes before departure or your seats may be released. We recommend arriving at the airport two hours or more in advance of your flight."

However, NO WHERE does it state: "We will NOT print a boarding pass for you and you will NOT be able to go through security if you do not arrive to the ticketing counter at least 45 minutes before departure" (or something to that affect).in fact, by identifying the "15 minutes prior to flight at the gate" you are misleading people even more regarding the 45 minute time, because it makes the absolute deadline 15 minutes, NOT 45, which is actually the case.

Speaking with the customer service manager (10pm 1/13), she refused to validate any of my concerns or issues.in fact, she quoted multiple times, the "15 minutes at the gate" policy, but never once did she identify where the 45 minute at the counter becomes an issue in our conversation. I tried to explain that NOT ONLY was I there 45, or 46, or 44 minutes before, but I was not given the opportunity to make the gate. And although the 15 minutes at gate is clear, the 45 minutes at check in counter is not. Also, after speaking with the representatives at the airport, I now understand exactly as it works:
1. Counter and kiosks close 45 minutes on the dot before gate, and usually employees leave counter (so there would be no one to help me)
2. Seats are released 45 minutes prior (not the 15 minutes as stated in your policy) 3. This is a common problem, but we will not help you, and in fact, make you pay more (even when no flight is available for 3 days and there are 2 open seats, we will not try to get you on the plane)

THE BIGGEST PROBLEM!?! On January 13, after missing the flight, Frontier's manager helped me get situated for taking the flight the next morning. She assured me, that I would get on (like 99%) and that check in would be stopped exactly 45 minutes prior to flight (545 flight, 5am cut off). When taking the morning Standby flight, I arrived to a packed airport (the night before, there was NO ONE). It took me approximately 8 minutes to get through security and get to the terminal gate. I waited for some time, and saw the SAME MANAGER. I checked in with her and to ask my chances of getting on the flight. She said good.

At 5am, I went up to ask the manager to cut off the 45 minute time. She was incredibly rude, telling me, "I have other things to do and will do this in a few minutes", and other mean, dispirited remarks and rudeness. Finally, at 5:03, she called to stop, and I got my standby ticket... 42 minutes before the flight

When I finally arrived in DENVER, I took the time to investigate further... I looked up the time that Flight 115 left MSP on 1/13/15. The flight time was actually 7:01pm, exactly 12 minutes before the flight was scheduled! So now it appears that although I could have easily met the "15 minutes at gate cut off", maybe it was tougher knowing the flight was leaving 12 minutes AHEAD of schedule?

I arrived to airport either right on, or so close that it didn't matter for the 45 minute cut off (33 minutes if you count the early leaving time). I had no bags, and another person was allowed to check in literally, SECONDS before me (whats worse, is the attendants KNEW there was no flight until 3 more days). I was rudely treated night before. Your policy clearly states "15 minutes at gate" but NOT a concrete line on 45 minutes before check in.in fact, I was told the next day, 42 minutes was the concrete check in time, NOT the 45; so clearly it is flexible - BY THE SAME MANAGER AS THE PREVIOUS NIGHT!

To make matters worse? I contacted their "Complaints and Compliments" via email on 1/13/15. On 1/22/15 I have still not received a call back. SO, I called them. I've been on speaker-phone hold for over 1.25 hours (still on as typing this, so could be way more for all I know). Never fly Frontier!

Contact information:
Author: Contact with Author


Offender: Frontier Airlines

Country: USA
Site: www.flyfrontier.com

Category: Traveling & Tourism

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