I booked a flight for my sister to visit us - flying from Oklahoma City to Portland, Oregon on June 20, 2014. I booked with one carry-on bag and was charged $25. After speaking with my sister, she indicated that she preferred to check 2 bags. I phoned Frontier but got a message that due to heavy volume my wait would be 36 minutes. So while waiting, I sent an email with my request. I got a reply saying that due to heavier volume they would get to me as soon as possible. That was on May 30. Today June 4, I had an email from them. See the series of request/response below.
Customer By Web Form - 05/30/2014 10:23 AM: I would like to be refunded for the carry-on baggage fee for this trip. My sister will not have any carry-on luggage. Please credit my credit card that this trip was charged to. I paid for the trip with my credit card. Please inform me when this occurs. PS: I am on the phone right now trying to contact you about this matter and I have a 36 min wait. Ridiculous. Auto-Response - 05/30/2014 10:23 AM: "We are currently receiving a high volume of emails. We will respond to your email as soon as possible. Thank you for your patience. See Frontiers reply on June 4, 2014: Response Via Email (Sue) - 06/04/2014 12:58 PM. Thank you for contacting Frontier Airlines. Emails are not a form of instant communication. I apologize for your hold times. Since Frontier Airlines changed our ticket policies, our phones and emails have been extremely busy. Baggage fees are non-refundable, therefore we are unable to honor your refund request. In order to be fair to all of our customers, we adhere to the baggage policies consistently and equally with everyone. It is never our intent to be insensitive with any of our customers. We look forward to welcoming you aboard your future Frontier Airlines flights." My final response today June 4: My husband and I had a bad experience flying Frontier in February 2014 and swore we would never use your airline again. I should have stuck with my first decision. In the future I will remember, and I will NEVER fly Frontier again. I will be telling all of my friends and family of your very poor (to non-existent) customer service. Since my sister hasn't taken the flight I don't see the issue with a refund except greed. BAD PR! I'm very disappointed that you would lose several potential customers over $25!!!!! As for our bad experience in February 2014, we were flying from Denver to Fort Lauderdale. We were less than 1 lb over the weight limit on a checked bag and were forced to get out of line, open our luggage and pull out a book and then get back in line. When boarding the plane, the rude Frontier crew tried to prevent my husband from carrying on his CPAP machine, a medical device that is exempt by law from being counted as a carry-on. Should they be trained on that that type of carry-on? Then we are shocked that Frontier charged for water as well as soda - Greed. Thank goodness we came prepared with snacks and water. Frankly, the tickets weren't that cheap and it wasn't worth it to fly like that. Never flying Frontier again!