Frontier Airlines: Difference between revisions
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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: | ||
# 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 transferrable 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> | #Issue a voucher or flight credit that is transferrable 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. | ||
=== 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 | 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=== | ||
Frontier Airlines has a history of charging passengers a $20 to $25 "Airport Assistance Fee" for communicating with their in-person support staff.<ref>{{Cite news |last=Lincoln |first=Ashli |date=December 4, 2024 |title=More passengers say Frontier Airlines employees extorted them |url=https://www.wsbtv.com/news/local/atlanta/more-passengers-say-frontier-airlines-employees-extorted-them/GWO7GZU4ENHV3P7PEYM7567P4A/ |url-status=live |archive-url=https://web.archive.org/web/20250124122218/https://www.wsbtv.com/news/local/atlanta/more-passengers-say-frontier-airlines-employees-extorted-them/GWO7GZU4ENHV3P7PEYM7567P4A/ |archive-date=January 24, 2025 |access-date=June 10, 2025 |work=WSB-TV Atlanta}}</ref><ref>{{Cite web |last=Winter |first=Emily |date=April 11, 2023 |title=Yes, an airline can charge you a fee for help at the airport |url=https://www.verifythis.com/article/news/verify/travel-verify/airline-charge-fee-help-assistance-bags-boarding-pass-at-airport-frontier-spirit/536-9b0e1578-d626-482c-b805-fac1902ebc24 |archive-url=https://web.archive.org/web/20231002235820/https://www.verifythis.com/article/news/verify/travel-verify/airline-charge-fee-help-assistance-bags-boarding-pass-at-airport-frontier-spirit/536-9b0e1578-d626-482c-b805-fac1902ebc24 |archive-date=October 2, 2023 |access-date=June 10, 2025 |website=VerifyThis}}</ref> | Frontier Airlines has a history of charging passengers a $20 to $25 "Airport Assistance Fee" for communicating with their in-person support staff.<ref>{{Cite news |last=Lincoln |first=Ashli |date=December 4, 2024 |title=More passengers say Frontier Airlines employees extorted them |url=https://www.wsbtv.com/news/local/atlanta/more-passengers-say-frontier-airlines-employees-extorted-them/GWO7GZU4ENHV3P7PEYM7567P4A/ |url-status=live |archive-url=https://web.archive.org/web/20250124122218/https://www.wsbtv.com/news/local/atlanta/more-passengers-say-frontier-airlines-employees-extorted-them/GWO7GZU4ENHV3P7PEYM7567P4A/ |archive-date=January 24, 2025 |access-date=June 10, 2025 |work=WSB-TV Atlanta}}</ref><ref>{{Cite web |last=Winter |first=Emily |date=April 11, 2023 |title=Yes, an airline can charge you a fee for help at the airport |url=https://www.verifythis.com/article/news/verify/travel-verify/airline-charge-fee-help-assistance-bags-boarding-pass-at-airport-frontier-spirit/536-9b0e1578-d626-482c-b805-fac1902ebc24 |archive-url=https://web.archive.org/web/20231002235820/https://www.verifythis.com/article/news/verify/travel-verify/airline-charge-fee-help-assistance-bags-boarding-pass-at-airport-frontier-spirit/536-9b0e1578-d626-482c-b805-fac1902ebc24 |archive-date=October 2, 2023 |access-date=June 10, 2025 |website=VerifyThis}}</ref> | ||
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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. | ||
=== Unfair treatment of passengers with disabilities and medical conditions === | ===Unfair treatment of passengers with disabilities and medical conditions=== | ||
Multiple passengers have expressed their disappointment with Frontier for their egregious treatment of passengers with medical needs. Perhaps one of the most notable of these instances was when a Frontier agent forced a paralyzed passenger to pay in cash to check a medical-supply despite a confirmation from TSA that it contained no prohibited items.<ref>{{Cite web |last=Leff |first=Gary |date=May 30, 2025 |title=“Yes, I’m Discriminating”—Frontier Agent Caught Illegally Charging Wheelchair Passenger For Medical Bag |url=https://viewfromthewing.com/yes-im-discriminating-frontier-agent-caught-illegally-charging-wheelchair-passenger-for-medical-bag/ |url-status=live |website=View from the Wing}}</ref> | Multiple passengers have expressed their disappointment with Frontier for their egregious treatment of passengers with medical needs. Perhaps one of the most notable of these instances was when a Frontier agent forced a paralyzed passenger to pay in cash to check a medical-supply despite a confirmation from TSA that it contained no prohibited items.<ref>{{Cite web |last=Leff |first=Gary |date=May 30, 2025 |title=“Yes, I’m Discriminating”—Frontier Agent Caught Illegally Charging Wheelchair Passenger For Medical Bag |url=https://viewfromthewing.com/yes-im-discriminating-frontier-agent-caught-illegally-charging-wheelchair-passenger-for-medical-bag/ |url-status=live |website=View from the Wing}}</ref> | ||
On more than one occasion, Frontier has mishandled mobility aids.<ref>{{Cite news |last=Boey |first=Valerie |date=July 28, 2023 |title=Frontier Airlines returns missing wheelchair to paralyzed Florida man who went without it for 3 days |url=https://www.fox35orlando.com/news/another-person-says-frontier-airlines-lost-their-wheelchair |url-status=live |archive-url=https://web.archive.org/web/20241107012825/https://www.fox35orlando.com/news/another-person-says-frontier-airlines-lost-their-wheelchair |archive-date=November 7, 2024 |access-date=June 10, 2025 |work=Fox 35 Orlando}}</ref><ref>{{Cite web |last=Wakeman |first=Lauren |date=November 14, 2023 |title=Lawsuit filed against Frontier Airlines for losing, damaging disabled woman’s custom wheelchair |url=https://www.salvilaw.com/press-release/lawsuit-filed-against-frontier-airlines-for-losing-damaging-disabled-womans-custom-wheelchair/ |url-status=live |website=Salvi, Schostok & Pritchard P.C.}}</ref> | On more than one occasion, Frontier has mishandled mobility aids.<ref>{{Cite news |last=Boey |first=Valerie |date=July 28, 2023 |title=Frontier Airlines returns missing wheelchair to paralyzed Florida man who went without it for 3 days |url=https://www.fox35orlando.com/news/another-person-says-frontier-airlines-lost-their-wheelchair |url-status=live |archive-url=https://web.archive.org/web/20241107012825/https://www.fox35orlando.com/news/another-person-says-frontier-airlines-lost-their-wheelchair |archive-date=November 7, 2024 |access-date=June 10, 2025 |work=Fox 35 Orlando}}</ref><ref>{{Cite web |last=Wakeman |first=Lauren |date=November 14, 2023 |title=Lawsuit filed against Frontier Airlines for losing, damaging disabled woman’s custom wheelchair |url=https://www.salvilaw.com/press-release/lawsuit-filed-against-frontier-airlines-for-losing-damaging-disabled-womans-custom-wheelchair/ |url-status=live |website=Salvi, Schostok & Pritchard P.C.}}</ref> | ||
=== Paying incentives to employees for forcing passengers check personal bags at airport gates === | ===Paying incentives to employees for forcing passengers check personal bags at airport gates=== | ||
==References== | ==References== | ||
<references /> | <references /> | ||
[[Category:Frontier Airlines]] | [[Category:Frontier Airlines]] | ||