Frontier Airlines: Difference between revisions
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[https://www.flyfrontier.com/ '''Frontier Airlines, Inc.'''] is a major American airline known for | [https://www.flyfrontier.com/ '''Frontier Airlines, Inc.'''] is a major American airline known for its ultra-low-cost carrier (ULCC) model. In spite of its no-frills approach to air travel, Frontier Airlines has faced increasing criticism from consumers, journalists, advocacy groups, and the media for its unfair business practices. In 2023, Frontier Airlines was the most complained-about airline.<ref>{{Cite news |last=Murphy |first=Alex |date=16 May 2025 |title=Airline complaints hit record high, but a new report has tips to avoid travel headaches |url=https://www.kunc.org/news/2025-05-16/airline-complaints-hit-record-high-but-a-new-report-has-tips-to-avoid-travel-headaches |url-status=live |access-date=9 Jun 2025 |work=NPS News, Colorado}}</ref><ref>{{Cite news |last=Grubola |first=Heather |date=1 Aug 2024 |title=Pa. woman frustrated with Frontier after getting involuntarily bumped from flight |url=https://6abc.com/post/berks-county-woman-frustrated-frontier-airlines-after-getting-involuntarily-bumped-flight/15133908/ |archive-url=https://web.archive.org/web/20250512212909/https://6abc.com/post/berks-county-woman-frustrated-frontier-airlines-after-getting-involuntarily-bumped-flight/15133908/ |archive-date=12 May 2025 |access-date=9 Jun 2025 |work=6abc Action News}}</ref> Since 2022, Frontier Airlines received almost 6,500 BBB complaints, many of which consisted of specific issues like "customer service," "repair."<ref>{{Cite web |title=Frontier Airlines, Inc. |url=https://www.bbb.org/us/co/denver/profile/airlines/frontier-airlines-inc-1296-55000095/complaints |url-status=live |access-date=9 Jun 2025 |website=Better Business Bureau}}</ref> Frontier Airlines customers have heavily-criticized the airline because of its history of prioritizing profits over passengers due to the airline's deceptive and exploitive business practices. | ||
==Consumer-impact summary== | ==Consumer-impact summary== | ||
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*Forcing customers to waive their right to sue or join class actions if they enroll in their fly pass program | *Forcing customers to waive their right to sue or join class actions if they enroll in their fly pass program | ||
*Sells passengers' personal information to third parties without providing passengers a way to opt-out | *Sells passengers' personal information to third parties without providing passengers a way to opt-out | ||
*Making it difficult to check-in for flights online via [[Frontier Airlines Obfuscates Web Check-in Form|web-based check-in]] | |||
==Incidents== | ==Incidents== | ||
=== | ===Deliberately selling more seats on flights than available, then denying boarding for passengers=== | ||
Compared to other airlines, including other airlines with a ULCC model, Frontier Airlines has the highest involuntary denied-boarding rate among carriers in the United States. <ref>{{Cite news |last=Turner |first=Matt |date=August 22, 2024 |title=The Airlines That Deny the Most Passengers |url=https://www.travelagentcentral.com/transportation/airlines-deny-most-passengers |url-status=live |archive-url=http://web.archive.org/web/20250324104445/https://www.travelagentcentral.com/transportation/airlines-deny-most-passengers |archive-date=March 24, 2025 |access-date=June 9, 2025 |work=Travel Agent Central}}</ref><ref>{{Cite news |last=Miller |first=Alex |date=September 23, 2024 |title=The Airlines Most Likely To Bump You [2024 Data + Survey] |url=https://upgradedpoints.com/news/airlines-most-likely-to-bump-you-2024/ |url-status=live |archive-url=https://web.archive.org/web/20250413204317/https://upgradedpoints.com/news/airlines-most-likely-to-bump-you-2024/ |archive-date=April 13, 2025 |access-date=June 9, 2025 |work=Upgraded Points}}</ref> In 2023 to 2024, Frontier had 3.21 involuntary bumps, the highest recorded number of involuntary bumps from 2023 to 2024. As a comparison, American Airlines follows this number with a rate of 0.6, a rate 400% lower than Frontier Airlines. At about 3.21 involuntary bumps per 10,000 passengers, this means that a paying Frontier Airlines passenger is about eight times more likely to be denied boarding than an American Airlines passenger because of Frontier Airlines' practice of deliberately overbooking flights. | Compared to other airlines, including other airlines with a ULCC model, Frontier Airlines has the highest involuntary denied-boarding rate among carriers in the United States. <ref>{{Cite news |last=Turner |first=Matt |date=August 22, 2024 |title=The Airlines That Deny the Most Passengers |url=https://www.travelagentcentral.com/transportation/airlines-deny-most-passengers |url-status=live |archive-url=http://web.archive.org/web/20250324104445/https://www.travelagentcentral.com/transportation/airlines-deny-most-passengers |archive-date=March 24, 2025 |access-date=June 9, 2025 |work=Travel Agent Central}}</ref><ref>{{Cite news |last=Miller |first=Alex |date=September 23, 2024 |title=The Airlines Most Likely To Bump You [2024 Data + Survey] |url=https://upgradedpoints.com/news/airlines-most-likely-to-bump-you-2024/ |url-status=live |archive-url=https://web.archive.org/web/20250413204317/https://upgradedpoints.com/news/airlines-most-likely-to-bump-you-2024/ |archive-date=April 13, 2025 |access-date=June 9, 2025 |work=Upgraded Points}}</ref> In 2023 to 2024, Frontier had 3.21 involuntary bumps, the highest recorded number of involuntary bumps from 2023 to 2024. As a comparison, American Airlines follows this number with a rate of 0.6, a rate 400% lower than Frontier Airlines. At about 3.21 involuntary bumps per 10,000 passengers, this means that a paying Frontier Airlines passenger is about eight times more likely to be denied boarding than an American Airlines passenger because of Frontier Airlines' practice of deliberately overbooking flights. | ||
The following is an account from Frontier Airlines passenger, Erin Woltjen, who was denied boarding while attempting to board her flight from Philadelphia to Atlanta:<blockquote>"'' | The following is an account from Frontier Airlines passenger, Erin Woltjen, who was denied boarding while attempting to board her flight from Philadelphia to Atlanta:<blockquote>"''I scanned my boarding pass from my phone and it didn't work. He looks at the computer and he says to us, 'I'm sorry, the plane's been overbooked.' And he goes on to explain that none of us are getting on the plane at this time."''</blockquote>The passenger was ultimately given a refund after speaking with a Frontier Airlines spokesperson.<ref>{{Cite news |last=Klisauskaite |first=Vyte |date=August 3, 2024 |title="You Were Not There": Frontier Airlines Tells Passenger They Were A No Show After Overbooking Flight |url=https://simpleflying.com/frontier-airlines-passenger-no-show/ |url-status=live |archive-url=https://web.archive.org/web/20250409000628/https://simpleflying.com/frontier-airlines-passenger-no-show/ |archive-date=April 9, 2025 |access-date=June 9, 2025 |work=Simple Flying}}</ref> Many other passengers share Miss Woltjen's experience of being denied boarding due to Frontier Airlines' budget-focused practice of overbooking flights. | ||
===Failing to compensate passengers for cancelations and delays=== | ===Failing to compensate passengers for cancelations and delays=== | ||
Frontier Airlines has a large history of refund complaints by customers. In 2022, Frontier Airlines accounted for 13% of all refund-related complaints filed with the Department of Transportation (DOT), and only 2.9% of all boarded U.S. airline-boarded passengers were Frontier Airlines passengers. This indicates an extremely high complaint rate.<ref>{{Cite news |last=Murray |first=Teresa |date=April 24, 2023 |title=REPORT: Frontier, Spirit, JetBlue have worst complaint ratios |url=https://pirg.org/media-center/report-frontier-spirit-and-jetblue-have-worst-complaint-ratios/ |url-status=live |archive-url=https://web.archive.org/web/20250114061400/https://pirg.org/media-center/report-frontier-spirit-and-jetblue-have-worst-complaint-ratios/ |archive-date=January 14, 2025 |access-date=June 9, 2025 |work=PIRG}}</ref> Additionally, the airline was fined $2.2 million by the DOT, only 0.066% of the company's revenue in 2022. This equates to a person making $100,000 per year being fined $66. | Frontier Airlines has a large history of refund complaints by customers. In 2022, Frontier Airlines accounted for 13% of all refund-related complaints filed with the Department of Transportation (DOT), and only 2.9% of all boarded U.S. airline-boarded passengers were Frontier Airlines passengers. This indicates an extremely high complaint rate.<ref>{{Cite news |last=Murray |first=Teresa |date=April 24, 2023 |title=REPORT: Frontier, Spirit, JetBlue have worst complaint ratios |url=https://pirg.org/media-center/report-frontier-spirit-and-jetblue-have-worst-complaint-ratios/ |url-status=live |archive-url=https://web.archive.org/web/20250114061400/https://pirg.org/media-center/report-frontier-spirit-and-jetblue-have-worst-complaint-ratios/ |archive-date=January 14, 2025 |access-date=June 9, 2025 |work=PIRG}}</ref> Additionally, the airline was fined $2.2 million by the DOT, only 0.066% of the company's revenue in 2022. This equates to a person making $100,000 per year being fined $66. | ||
There are numerous examples of Frontier Airlines providing worthless or inadequate compensation to customers, especially in the form of vouchers. Aviation outlet | There are numerous examples of Frontier Airlines providing worthless or inadequate compensation to customers, especially in the form of vouchers. Aviation outlet ''Simple Flying'' has warned consumers about Frontier’s unfair and “highly restrictive” compensation practices, advising passengers to decline vouchers and request cash refunds when they are legally entitled to them. In 2024, Frontier Airlines issued travel vouchers in an attempt to compensate bumped passengers. The vouchers were often only valid for 90 days, and excluded taxes, fees, the cost of seat selection, and the cost of baggage, rendering these forms of compensation effectively "worthless" in many circumstances.<ref>{{Cite news |last=Roberts |first=Michal |date=May 10, 2025 |title=Why Airlines Sometimes Offer Money To Switch Flights |url=https://simpleflying.com/airlines-offer-money-switch-flights/ |url-status=live |archive-url=https://web.archive.org/web/20250511140110/https://simpleflying.com/airlines-offer-money-switch-flights/ |archive-date=May 11, 2025 |access-date=June 9, 2025 |work=Simple Flying}}</ref> | ||
The DOT has implemented a new rule that airlines must follow that mandates airlines to: | The DOT has implemented a new rule that airlines must follow that mandates airlines to: | ||
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===Bait-and-switch practices=== | ===Bait-and-switch practices=== | ||
It is common for ULCC airlines to advertise low fares, and then add strict fees after the fact, making the posted fare difficult to purchase as is. Frontier Airlines is exceptionally notorious for this. In 2023, Frontier constantly advertised low base fares for flights, but pressed fees for additional services. After declaring baggage and choosing seats, passengers may ultimately pay a total price about three to five times higher than the advertised base fare.<ref>{{Cite web |last=Peterson |first=Barbara |date=May 29, 2019 |title=How to Avoid Airline Fees |url=https://www.consumerreports.org/airline-fees/how-to-avoid-airline-fees/ |url-status=live |archive-url=https://web.archive.org/web/20220811053634/https://www.consumerreports.org/airline-fees/how-to-avoid-airline-fees/ |archive-date=August 11, 2022 |access-date=June 9, 2025 |website=Consumer Reports}}</ref> | It is common for ULCC airlines to advertise low fares, and then add strict fees after the fact, making the posted fare difficult to purchase as-is. Frontier Airlines is exceptionally notorious for this. In 2023, Frontier constantly advertised low base fares for flights, but pressed fees for additional services. After declaring baggage and choosing seats, passengers may ultimately pay a total price about three to five times higher than the advertised base fare.<ref>{{Cite web |last=Peterson |first=Barbara |date=May 29, 2019 |title=How to Avoid Airline Fees |url=https://www.consumerreports.org/airline-fees/how-to-avoid-airline-fees/ |url-status=live |archive-url=https://web.archive.org/web/20220811053634/https://www.consumerreports.org/airline-fees/how-to-avoid-airline-fees/ |archive-date=August 11, 2022 |access-date=June 9, 2025 |website=Consumer Reports}}</ref> | ||
===Charging customers for speaking with a human agent & ending phone support=== | ===Charging customers for speaking with a human agent & ending phone support=== | ||
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There is also a history of charging $35 fee for talking to customer service agents over the phone.<ref>{{Cite web |last=A. |first=Ayah |date=July 21, 2022 |title=Airlines Charging As Much As $35 To Speak To A Phone Rep |url=https://travelnoire.com/airlines-charging-as-much-as-35-to-speak-to-a-phone-rep |url-status=live |archive-url=https://web.archive.org/web/20250211131942/https://travelnoire.com/airlines-charging-as-much-as-35-to-speak-to-a-phone-rep |archive-date=February 11, 2025 |access-date=June 10, 2025 |website=Travel Noire}}</ref><ref>{{Cite web |last=Towey |first=Hannah |date=July 19, 2022 |title=Customers unable to navigate this summer's flight chaos online are getting stuck paying $25 fees to buy or change their tickets over the phone |url=https://www.businessinsider.com/flight-delays-cancelations-25-phone-fees-jetblue-united-customer-service-2022-7 |url-status=live |archive-url=https://web.archive.org/web/20240717220503/https://www.businessinsider.com/flight-delays-cancelations-25-phone-fees-jetblue-united-customer-service-2022-7 |archive-date=July 17, 2024 |access-date=June 10, 2025 |website=Business Insider}}</ref> | There is also a history of charging $35 fee for talking to customer service agents over the phone.<ref>{{Cite web |last=A. |first=Ayah |date=July 21, 2022 |title=Airlines Charging As Much As $35 To Speak To A Phone Rep |url=https://travelnoire.com/airlines-charging-as-much-as-35-to-speak-to-a-phone-rep |url-status=live |archive-url=https://web.archive.org/web/20250211131942/https://travelnoire.com/airlines-charging-as-much-as-35-to-speak-to-a-phone-rep |archive-date=February 11, 2025 |access-date=June 10, 2025 |website=Travel Noire}}</ref><ref>{{Cite web |last=Towey |first=Hannah |date=July 19, 2022 |title=Customers unable to navigate this summer's flight chaos online are getting stuck paying $25 fees to buy or change their tickets over the phone |url=https://www.businessinsider.com/flight-delays-cancelations-25-phone-fees-jetblue-united-customer-service-2022-7 |url-status=live |archive-url=https://web.archive.org/web/20240717220503/https://www.businessinsider.com/flight-delays-cancelations-25-phone-fees-jetblue-united-customer-service-2022-7 |archive-date=July 17, 2024 |access-date=June 10, 2025 |website=Business Insider}}</ref> | ||
As of June 2025, passengers are still charged a $25 "non-refundable" fee for speaking with Frontier airport agents.<ref>{{Cite web |date=June 10, 2025 |title=Optional Services |url=https://www.flyfrontier.com/optional-services?mobile=true |url-status=live |archive-url=https://web.archive.org/web/20250515220732/https://www.flyfrontier.com/optional-services/?mobile=true |archive-date=May 15, 2025 |access-date=June 10, 2025 |website=Frontier}}</ref> They may qualify for an exemption though.<ref>{{Cite web |date=June 10, 2025 |title=Airport Agent Assistance |url=https://www.flyfrontier.com/travel/travel-info/airport-agent-assistance/ |url-status=live |archive-url=https://web.archive.org/web/20250503201933/https://www.flyfrontier.com/travel/travel-info/Airport-Agent-Assistance |archive-date=May 3, 2025 |access-date=June 10, 2025 |website=Frontier}}</ref> | As of June 2025, passengers are still charged a $25 "non-refundable" fee for speaking with Frontier airport agents.<ref>{{Cite web |date=June 10, 2025 |title=Optional Services |url=https://www.flyfrontier.com/optional-services?mobile=true |url-status=live |archive-url=https://web.archive.org/web/20250515220732/https://www.flyfrontier.com/optional-services/?mobile=true |archive-date=May 15, 2025 |access-date=June 10, 2025 |website=Frontier}}</ref> They may qualify for an exemption, though.<ref>{{Cite web |date=June 10, 2025 |title=Airport Agent Assistance |url=https://www.flyfrontier.com/travel/travel-info/airport-agent-assistance/ |url-status=live |archive-url=https://web.archive.org/web/20250503201933/https://www.flyfrontier.com/travel/travel-info/Airport-Agent-Assistance |archive-date=May 3, 2025 |access-date=June 10, 2025 |website=Frontier}}</ref> | ||
In 2022, Frontier shut down its customer service phone hotline, leaving customers only the option to seek support via live chat.<ref>{{Cite web |last=Britt |first=Phil |date=January 23, 2023 |title=Frontier Airlines Hangs up Customer Phone Support. What's the CX Message? |url=https://www.cmswire.com/customer-experience/frontier-airlines-hangs-up-customer-phone-support-whats-the-cx-message/ |url-status=live |archive-url=https://web.archive.org/web/20250412183716/https://www.cmswire.com/customer-experience/frontier-airlines-hangs-up-customer-phone-support-whats-the-cx-message/ |archive-date=April 12, 2025 |access-date=June 10, 2025 |website=CMS Wire}}</ref> This has since been reversed in 2024. | In 2022, Frontier shut down its customer service phone hotline, leaving customers only the option to seek support via live chat.<ref>{{Cite web |last=Britt |first=Phil |date=January 23, 2023 |title=Frontier Airlines Hangs up Customer Phone Support. What's the CX Message? |url=https://www.cmswire.com/customer-experience/frontier-airlines-hangs-up-customer-phone-support-whats-the-cx-message/ |url-status=live |archive-url=https://web.archive.org/web/20250412183716/https://www.cmswire.com/customer-experience/frontier-airlines-hangs-up-customer-phone-support-whats-the-cx-message/ |archive-date=April 12, 2025 |access-date=June 10, 2025 |website=CMS Wire}}</ref> This has since been reversed in 2024. | ||
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Frontier Airlines and Spirit Airlines cumulatively spent $26 million between 2022 and 2023 paying gate agents incentives to catch passengers with bags that did not fit in the airlines' gate-side sizers.<ref name=":0" /> | Frontier Airlines and Spirit Airlines cumulatively spent $26 million between 2022 and 2023 paying gate agents incentives to catch passengers with bags that did not fit in the airlines' gate-side sizers.<ref name=":0" /> | ||
Frontier Airlines tends to be more predatory in bag auditing at airport gates because they target passengers at the moment before boarding. Not only are passengers caught off guard at this moment, the fees they pay at this time are a great deal higher, sometimes $99 compared to a lower | Frontier Airlines tends to be more predatory in bag auditing at airport gates because they target passengers at the moment before boarding. Not only are passengers caught off-guard at this moment, the fees they pay at this time are a great deal higher, sometimes $99 compared to a lower fee when paid earlier.<ref>{{Cite web |date=March 17, 2025 |title=Frontier Airlines Begins Charging for Carry on Bags |url=https://www.cheapair.com/blog/frontier-airlines-begins-charging-for-carry-on-bags/ |archive-url=https://web.archive.org/web/20250425230421/https://www.cheapair.com/blog/frontier-airlines-begins-charging-for-carry-on-bags/ |archive-date=April 25, 2025 |website=CheapAir}}</ref> In addition, a class-action lawsuit alleges that Frontier gate agents utilized the gate-side bag-sizers smaller than the posted size to mislead passengers into paying fees for bags that were actually within size limits.<ref>{{Cite news |last=Pradelli |first=Chad |date=November 21, 2023 |title=Lawsuit accuses Frontier Airlines of bogus baggage fees {{!}} Investigation |url=https://6abc.com/frontier-airlines-bag-policy-class-action-lawsuit-flight-fees/14085587/ |url-status=live |archive-url=https://web.archive.org/web/20250326031459/https://6abc.com/frontier-airlines-bag-policy-class-action-lawsuit-flight-fees/14085587/ |archive-date=March 26, 2025 |access-date=Junie 10, 2025 |work=6abc Action News}}</ref> To further push Frontier's budget-focused business model, the bag fee incentives, coupled with their bait-and-switch practice of cheap tickets, and multiple fees, appears to be an overarching strategy to exploit their customers as much as possible so that the airline can make as much money as possible. | ||
===Obfuscating web-based check-in and charging passengers for it=== | |||
To be written. | |||
==References== | ==References== | ||
<references /> | <references /> | ||
[[Category:Frontier Airlines]] | [[Category:Frontier Airlines]] | ||