Frontier Airlines: Difference between revisions
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===Deliberately selling more seats on flights than available, then denying boarding for passengers=== | ===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 | 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 80% lower than Frontier Airlines. At about 3.21 involuntary bumps per 10,000 passengers, this means that a paying Frontier Airlines passenger is about five 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>"''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. | 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. | ||
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#Automatically rebook passengers on the next available flight for free in the event of a cancelation due to a controllable circumstance or provide a refund to the original payment if the passengers chooses not to accept the new travel plans.<ref>{{Cite web |date=December 5, 2024 |title=DOT Launches Rulemaking to Protect Passengers Stranded by Airline Disruptions |url=https://www.transportation.gov/briefing-room/dot-launches-rulemaking-protect-passengers-stranded-airline-disruptions |url-status=live |archive-url=https://web.archive.org/web/20250422010803/https://www.transportation.gov/briefing-room/dot-launches-rulemaking-protect-passengers-stranded-airline-disruptions |archive-date=April 22, 2025 |access-date=June 9, 2025 |website=U.S. Department of Transportation}}</ref> | #Automatically rebook passengers on the next available flight for free in the event of a cancelation due to a controllable circumstance or provide a refund to the original payment if the passengers chooses not to accept the new travel plans.<ref>{{Cite web |date=December 5, 2024 |title=DOT Launches Rulemaking to Protect Passengers Stranded by Airline Disruptions |url=https://www.transportation.gov/briefing-room/dot-launches-rulemaking-protect-passengers-stranded-airline-disruptions |url-status=live |archive-url=https://web.archive.org/web/20250422010803/https://www.transportation.gov/briefing-room/dot-launches-rulemaking-protect-passengers-stranded-airline-disruptions |archive-date=April 22, 2025 |access-date=June 9, 2025 |website=U.S. Department of Transportation}}</ref> | ||
#Issue a voucher or flight credit that is | #Issue a voucher or flight credit that is transferable and valid for 5 years if the passengers opts for one.<ref>{{Cite web |date=April 24, 2024 |title=Biden-Harris Administration Announces Final Rule Requiring Automatic Refunds of Airline Tickets and Ancillary Service Fees |url=https://www.transportation.gov/briefing-room/biden-harris-administration-announces-final-rule-requiring-automatic-refunds-airline |url-status=live |archive-url=https://web.archive.org/web/20250607025328/https://www.transportation.gov/briefing-room/biden-harris-administration-announces-final-rule-requiring-automatic-refunds-airline |archive-date=June 7, 2025 |access-date=June 9, 2025 |website=U.S. Department of Transportation}}</ref> | ||
In 2024, ''Mighty Travels'' ''Premium'' reported a YTD flight cancelation rate of 1.7%. Frontier ranked among the highest of airlines with a cancelation rate in August and October with a rate of 3.3% and 3.1% respectively according to DOT Air Travel Consumer Reports.<ref>{{Cite web |date=July 21, 2024 |title=Frontier Airlines Introduces New Rebooking Process for Canceled Flights |url=https://www.mightytravels.com/2024/07/frontier-airlines-introduces-new-rebooking-process-for-canceled-flights/ |url-status=live |archive-url=https://web.archive.org/web/20250126121213/https://www.mightytravels.com/2024/07/frontier-airlines-introduces-new-rebooking-process-for-canceled-flights/ |archive-date=January 26, 2025 |access-date=June 9, 2025 |website=Mighty Travels Premium}}</ref> Though not explicitly stated, the recent implementation of these DOT rules allude to the obvious shortcomings of Frontier's current rebooking practices. | In 2024, ''Mighty Travels'' ''Premium'' reported a YTD flight cancelation rate of 1.7%. Frontier ranked among the highest of airlines with a cancelation rate in August and October with a rate of 3.3% and 3.1% respectively according to DOT Air Travel Consumer Reports.<ref>{{Cite web |date=July 21, 2024 |title=Frontier Airlines Introduces New Rebooking Process for Canceled Flights |url=https://www.mightytravels.com/2024/07/frontier-airlines-introduces-new-rebooking-process-for-canceled-flights/ |url-status=live |archive-url=https://web.archive.org/web/20250126121213/https://www.mightytravels.com/2024/07/frontier-airlines-introduces-new-rebooking-process-for-canceled-flights/ |archive-date=January 26, 2025 |access-date=June 9, 2025 |website=Mighty Travels Premium}}</ref> Though not explicitly stated, the recent implementation of these DOT rules allude to the obvious shortcomings of Frontier's current rebooking practices. | ||
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===Incentivizing gate agents to squeeze passengers on bag fees=== | ===Incentivizing gate agents to squeeze passengers on bag fees=== | ||
It is a common practice for ULCC airlines staff to audit passengers' bag dimensions while they queue for boarding at airport gates. However, Frontier Airlines is arguably a great deal more predatory in this practice. In a 2024 U.S. Senate Committee Meeting where several major airline executives were present, Senator Josh Hawley raised a question about whether the airlines paid a "bounty" to their employees for catching passengers with bags that were too big at airport gates. Bobby Schroeter, who is the officer in charge of Frontier Airlines' commercial operations, states: "We charge them an incentive... we recognize this [gate-side baggage auditing] is a hard job and therefore, we incentivize them to do that... '''$10 per bag."'''<ref name=":0">{{Cite web |date=December 4, 2024 |title=Sen. Josh Hawley to Airline Executives: "Flying on your airlines is horrible." |url=https://www.c-span.org/video/?c5144527/sen-josh-hawley-airline-executives-flying-airlines-horrible |url-status=live |website=C-Span}}</ref> According to a Frontier Airlines spokesperson, the | It is a common practice for ULCC airlines staff to audit passengers' bag dimensions while they queue for boarding at airport gates. However, Frontier Airlines is arguably a great deal more predatory in this practice. In a 2024 U.S. Senate Committee Meeting where several major airline executives were present, Senator Josh Hawley raised a question about whether the airlines paid a "bounty" to their employees for catching passengers with bags that were too big at airport gates. Bobby Schroeter, who is the officer in charge of Frontier Airlines' commercial operations, states: "We charge them an incentive... we recognize this [gate-side baggage auditing] is a hard job and therefore, we incentivize them to do that... '''$10 per bag."'''<ref name=":0">{{Cite web |date=December 4, 2024 |title=Sen. Josh Hawley to Airline Executives: "Flying on your airlines is horrible." |url=https://www.c-span.org/video/?c5144527/sen-josh-hawley-airline-executives-flying-airlines-horrible |url-status=live |website=C-Span}}</ref> According to a Frontier Airlines spokesperson, the commission-based bonus is "simply an incentive for our airport customer service agents to help ensure compliance with our policies and that all customers are treated equally.”<ref>{{Cite news |last=Whitehead |first=Joanna |date=March 13, 2023 |title=Frontier Airlines admits it pays agents a bonus for charging passengers for oversized baggage |url=https://www.independent.co.uk/travel/news-and-advice/frontier-airlines-baggage-policy-airport-b2299842.html |url-status=live |archive-url=https://web.archive.org/web/20250116201224/https://www.independent.co.uk/travel/news-and-advice/frontier-airlines-baggage-policy-airport-b2299842.html |archive-date=January 16, 2025 |access-date=June 10, 2025 |work=The Independent}}</ref> Many customers argue that the incentives create financial motivation to not treat passengers "equally," but rather to be overly critical, and even aggressive in some circumstances over enforcing bag size limits. | ||
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" /> | ||
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*ZIP code, which possibly correlates with passengers' income bracket or race | *ZIP code, which possibly correlates with passengers' income bracket or race | ||
*Age, which | *Age, which possibly correlates with passengers' ability to pay for a certain price | ||
*Gender, which | *Gender, which possibly correlates with passengers' willingness to pay for a certain price | ||
===Forced arbitration via Frontier Airlines "Fly Pass"=== | ===Forced arbitration via Frontier Airlines "Fly Pass"=== | ||
Frontier's "GoWild! All You Can Fly" pass requires that members agree to terms that force them to resolve legal disputes outside of court and force them to abstain from joining class actions.<blockquote>"You and Frontier agree to arbitrate all disputes and claims between us... tort, statute, fraud, misrepresentation or any other legal theory... | Frontier's "GoWild! All You Can Fly" pass requires that members agree to terms that force them to resolve legal disputes outside of court and force them to abstain from joining class actions.<blockquote>"You and Frontier agree to arbitrate all disputes and claims between us... tort, statute, fraud, misrepresentation or any other legal theory... | ||
"In addition, by agreeing to resolve disputes through arbitration, You and Frontier agree to each unconditionally waive the right to a trial by jury or to participate in a class action, representative proceeding, or private attorney general action."<ref>{{Cite web |title=Terms and Conditions |url=https://idmonitoring.frontier.com/terms |url-status=live |access-date=June 18 2025}}</ref></blockquote>In 2024, federal Colorado judge, Judge Kathryn A. Starnella dismissed a class action lawsuit filed against Frontier Airlines by fly pass member, Jeriyma Hartsfield for a breach of contract. Despite Hartsfield's attempt to | "In addition, by agreeing to resolve disputes through arbitration, You and Frontier agree to each unconditionally waive the right to a trial by jury or to participate in a class action, representative proceeding, or private attorney general action."<ref>{{Cite web |title=Terms and Conditions |url=https://idmonitoring.frontier.com/terms |url-status=live |access-date=June 18 2025}}</ref></blockquote>In 2024, federal Colorado judge, Judge Kathryn A. Starnella dismissed a class action lawsuit filed against Frontier Airlines by fly pass member, Jeriyma Hartsfield for a breach of contract. Despite Hartsfield's attempt to represent a class of passengers who also faced a similar situation, the lawsuit was ultimately shot down by Judger Starnella because she deduced that Hartsfield, "had ample opportunity to review the terms, including the arbitration clause, before agreeing to them."<ref>{{Cite web |last=Milano |first=Ashley |date=July 9 2024 |title=Frontier Airlines 'All You Can Fly' Lawsuit Grounded, Heads to Arbitration |url=https://injuryclaims.com/news/other/frontier-airlines-gowild-lawsuit-dismissed |url-status=live |archive-url=https://web.archive.org/web/20250326041651/https://injuryclaims.com/news/other/frontier-airlines-gowild-lawsuit-dismissed |archive-date=March 26 2025 |access-date=June 18 2025 |website=Injury Claims}}</ref> Hartsfield was then left to attempt to resolve the matter via arbitration instead of in court. | ||
=== Lack of transparency with opting out of personal data sharing with third parties === | ===Lack of transparency with opting out of personal data sharing with third parties=== | ||
Frontier Airlines shares its customers personal data with "service providers" and "affiliates."<blockquote>"Frontier Airlines discloses your personal information to third parties for business purposes. When we disclose personal information, we enter an agreement that describes the purpose and requires the recipient to both keep that personal information confidential and not use it for any purpose except in performing the agreement. We provide your personal information for a business purpose to the following categories of third parties: (i) service providers; (ii) our affiliates and codeshare partner; and (iii) third parties to which you authorize Frontier Airlines to disclose your personal information in connection with products or services you elect to purchase from them."<ref>{{Cite web |title=Privacy Policy For California Residents |url=https://www.flyfrontier.com/legal/california-privacy-policy |url-status=live |archive-url=https://web.archive.org/web/20250606081427/https://www.flyfrontier.com/legal/california-privacy-policy/ |archive-date=June 6 2025 |access-date=June 18 2025 |website=Frontier Airlines California Privacy Policy}}</ref></blockquote>In addition to personal data sharing, some of this sharing may count as selling of personal data under California law. Like with most companies, the mechanisms for opting out of these practices are buried in complex legal paragraphs, and they not made clearly available for customers. Of course, these terms only apply to passengers who are residents of California because of the California Consumer Privacy Act (CCPA). Passengers outside of the state of California do not currently receive the same comprehensive rights of legal California residents in this case. | Frontier Airlines shares its customers personal data with "service providers" and "affiliates."<blockquote>"Frontier Airlines discloses your personal information to third parties for business purposes. When we disclose personal information, we enter an agreement that describes the purpose and requires the recipient to both keep that personal information confidential and not use it for any purpose except in performing the agreement. We provide your personal information for a business purpose to the following categories of third parties: (i) service providers; (ii) our affiliates and codeshare partner; and (iii) third parties to which you authorize Frontier Airlines to disclose your personal information in connection with products or services you elect to purchase from them."<ref>{{Cite web |title=Privacy Policy For California Residents |url=https://www.flyfrontier.com/legal/california-privacy-policy |url-status=live |archive-url=https://web.archive.org/web/20250606081427/https://www.flyfrontier.com/legal/california-privacy-policy/ |archive-date=June 6 2025 |access-date=June 18 2025 |website=Frontier Airlines California Privacy Policy}}</ref></blockquote>In addition to personal data sharing, some of this sharing may count as selling of personal data under California law. Like with most companies, the mechanisms for opting out of these practices are buried in complex legal paragraphs, and they not made clearly available for customers. Of course, these terms only apply to passengers who are residents of California because of the California Consumer Privacy Act (CCPA). Passengers outside of the state of California do not currently receive the same comprehensive rights of legal California residents in this case. | ||
===Obfuscating web-based check-in and charging passengers for it=== | ===Obfuscating web-based check-in and charging passengers for it=== | ||
Frontier Airlines has a suspicious history of technical glitches and errors with their website and mobile application when customers attempt to check in for their flight online.<ref>{{Cite news |last=Leff |first=Gary |date=May 3 2025 |title="Never Flying This Airline Again”—Watch As Frontier Threatens Ban, Calls Police When Passenger Complains About $25 Fee Just To Check In |url=https://viewfromthewing.com/never-flying-this-airline-again-watch-as-frontier-threatens-ban-calls-police-when-passenger-complains-about-25-fee-just-to-check-in/comment-page-1/ |url-status=live |access-date=June 18 2025 |work=View from the Wing}}</ref> In addition to the technical inconveniences, passengers have reported long wait times for customer service and unresponsive support from customer service while seeking assistance with these online check-in issues. Passengers who checked in late, some no doubt due to the technical issues, were charged unexpected fees for doing so.<ref>{{Cite news |last=Fenton |first=Reuven |date=May 7 2025 |title=Frontier Airlines agents jeer at passenger after hitting him with surprise fee: ‘You thought you were gonna get on your flight?’ |url=https://nypost.com/2025/05/07/us-news/frontier-airlines-staff-taunt-passenger-trying-to-check-in-hit-him-with-25-fee-video/ |url-status=live |archive-url=https://web.archive.org/web/20250517034451/https://nypost.com/2025/05/07/us-news/frontier-airlines-staff-taunt-passenger-trying-to-check-in-hit-him-with-25-fee-video/ |archive-date=May 17 2025 |access-date=June 18 2025 |work=New York Post}}</ref> | Frontier Airlines has a suspicious history of technical glitches and errors with their website and their mobile application when customers attempt to check in for their flight online.<ref>{{Cite news |last=Leff |first=Gary |date=May 3 2025 |title="Never Flying This Airline Again”—Watch As Frontier Threatens Ban, Calls Police When Passenger Complains About $25 Fee Just To Check In |url=https://viewfromthewing.com/never-flying-this-airline-again-watch-as-frontier-threatens-ban-calls-police-when-passenger-complains-about-25-fee-just-to-check-in/comment-page-1/ |url-status=live |access-date=June 18 2025 |work=View from the Wing}}</ref> In addition to the technical inconveniences, passengers have reported long wait times for customer service and unresponsive support from customer service while seeking assistance with these online check-in issues. Passengers who checked in late, some no doubt due to the technical issues, were charged unexpected fees for doing so.<ref>{{Cite news |last=Fenton |first=Reuven |date=May 7 2025 |title=Frontier Airlines agents jeer at passenger after hitting him with surprise fee: ‘You thought you were gonna get on your flight?’ |url=https://nypost.com/2025/05/07/us-news/frontier-airlines-staff-taunt-passenger-trying-to-check-in-hit-him-with-25-fee-video/ |url-status=live |archive-url=https://web.archive.org/web/20250517034451/https://nypost.com/2025/05/07/us-news/frontier-airlines-staff-taunt-passenger-trying-to-check-in-hit-him-with-25-fee-video/ |archive-date=May 17 2025 |access-date=June 18 2025 |work=New York Post}}</ref> | ||
In 2023, Frontier's check-in form used to be readily available on the front page of their website. | In 2023, Frontier's check-in form used to be readily available on the front page of their website. Currently, passengers are expected to perform an additional step if they want to check in online for free: downloading the Frontier mobile app: [[Frontier Airlines Obfuscates Web Check-in Form]] | ||
As | As of June 2025, passengers must pay a $5 "Web Check In" fee to check in on Frontier's website.<ref name=":1" /> | ||
==References== | ==References== | ||
<references /> | <references /> | ||
[[Category:Frontier Airlines]] | [[Category:Frontier Airlines]] | ||