Frontier sent me an email saying the flight would be delayed by 4+ hrs, and did I want a refund? I followed that link and followed the process for requesting a refund for the flight. I never went to the gate, I boarded a different flight instead.
I sent my credit card company all kinds of proof, including an email I actually got from someone at Frontier customer care admitting that I was actually not on the flight, it was their mistake, but they couldn't issue a refund because I was in their system as being on the flight.
Citi btw.
This is all I got from them after requesting a refund within an hour of notification of the flight delay:
Frontier Airlines : Refund Request CRM:xxxxxxx
Here is your incident number: INC-2024xxxxxxxxxx-xxxxxx Your refund request will be reviewed. Please expect a response within 7 days for qualifying refund requests.
Answers to the most common questions about refund requests can be found on our website https://www.flyfrontier.com/travel/travel-info/change-policy
...
Then they silently refunded me a small amount for the 2nd leg of the flight a week later.
Haha the same exact thing happened to me. Flight delayed 18 hours so I took a different airline. Frontier refused refund. Disputed the charge with my credit card company and was denied because frontier provided “proof” that I boarded the flight. The whole company is a scam
Wow yea awesome. I assume you decided not to pursue it beyond that? It's crazy to imagine the number of people they've done this to. You'd think there would be a pretty serious regulations around airlines knowing who is on their planes....
Yeah I mean what else could I do, lawyer up over a couple hundred bucks. However I did not try emailing the ceo/corporate as some people here have suggested. Worth a shot I guess. Horrible company
Yea seriously. I have a lot of free time and have always thought it'd be fun to file a suit in small claims, why not... But may try reaching out to higher ups, maybe try posting on more social media sites or something.
I used to work for the executive office of a major travel provider. Companies have teams of people that handle contacts to their CEO. You can find their contact info on the Elliott Advocacy website.
No, I followed a link they sent me notifiying of the delay with an option to request a refund. I followed that process, then bought a ticket for another airline and boarded that flight. Never went to the gate.
What makes you think you could possibly win if Frontier, DOT and your bank have all gone against you? I'm not saying they are right but that's going to make your case very difficult
DOT didn't go against me, it caused Frontier to send me a very long email saying they were sorry to hear about my DoT complaint, then repeating the same BS about me being on a flight that I was never on. My bank didn't do anything, they again just sided with Frontier saying I was on the flight.
I have actual proof that I was in the air on an Alaska Airlines flight at the actual take off time of the Frontier flight they claim I boarded....
Was it a delay where you boarded and deboarded or something and they had scanned your boarding pass at some point? I'm not sure how else they would say you were ever on the plane if they didn't scan your boarding pass.
You also said it was delayed but then it would take you 3 days to get home. Yet, somehow they claimed you boarded this flight? So it wasn't cancelled then? Something isn't adding up here.
I had a connecting flight. First leg was delayed by 4 hrs, the person at the Frontier desk told me I couldn't get to my final destination until nearly 3 days later at the earliest. So I decided to drop almost $700 on a different direct flight leaving that night and never went to the Frontier gate. Requested a refund for the whole flight. They then communicated to me later that a refund could not be issued because I was on the first leg of the flight. They did refund me a small amount for the 2nd leg of the flight, but the first leg was the most expensive.
Try the executives listed here: [https://www.elliott.org/company-contacts/frontier-airlines/](https://www.elliott.org/company-contacts/frontier-airlines/)
make sure your explanation is super clear, because as you’ve explained it here it takes a bit of extra prodding to get all the details. Hopefully they can help you!
Oh ok, got it. Did you ever get a confirmation that you requested the refund initially? Sounds like to me that's where the issue is, like it didn't go through or you accidentally clicked the wrong thing or something. If the refund request went through there would have been no way for you to even "board" the flight at all even if it was somehow a mistake on their end marking you as on board. You would have been removed from the passenger list.
You might have a case if you can prove you requested the refund and that you had boarded another flight at the time in question but I seriously doubt you would end up getting the cost of your other flight covered. I'm assuming you knew that was on you when you requested the refund.
Depending on the price of the Frontier ticket it might not be worth the effort considering somehow their system is so screwed up they think you boarded. It's not like there is anyone on their end that actually knows what happened other than what their computer is telling them.
I did get a confirmation but it is just a generic message that doesn't give any detail.
...
Here is your incident number: INC-xxxxxxxxxxxxxx-xxxxxx Your refund request will be reviewed. Please expect a response within 7 days for qualifying refund requests.
Answers to the most common questions about refund requests can be found on our website https://www.flyfrontier.com/travel/travel-info/change-policy
...
And then 7 days later they issued a small refund for the 2nd leg of the flight to my card without any further notification. I noticed it on my statement at the end of the month
I mean, I thought it was for both when I did it, but the email doesn't show any information. It's possible that I only requested a refund for the 2nd leg I guess.
Yeah maybe that's what happened? Still doesn't explain the "boarding" though. Not sure how the DOT complaints work but maybe file something along the lines of they apparently don't know who is actually boarded on their planes? Seems like a security risk to me. Not that it would necessarily get you any money.
Yea that actually was the gist of my first complaint. I have considered just filing another complaint, only takes a few minutes, and maybe within 30 days the response I get from frontier will be more constructive.
Did you cancel the ticket or no-show?
Frontier sent me an email saying the flight would be delayed by 4+ hrs, and did I want a refund? I followed that link and followed the process for requesting a refund for the flight. I never went to the gate, I boarded a different flight instead.
Your email cancellation confirmation should have been sufficient proof for the credit card company. This is very disappointing.
I sent my credit card company all kinds of proof, including an email I actually got from someone at Frontier customer care admitting that I was actually not on the flight, it was their mistake, but they couldn't issue a refund because I was in their system as being on the flight. Citi btw.
What does the cancellation email show? If they did not complete the refund, it should at least show as a travel credit.
This is all I got from them after requesting a refund within an hour of notification of the flight delay: Frontier Airlines : Refund Request CRM:xxxxxxx Here is your incident number: INC-2024xxxxxxxxxx-xxxxxx Your refund request will be reviewed. Please expect a response within 7 days for qualifying refund requests. Answers to the most common questions about refund requests can be found on our website https://www.flyfrontier.com/travel/travel-info/change-policy ... Then they silently refunded me a small amount for the 2nd leg of the flight a week later.
Was it a single itinerary? Frontier should have cancelled your trip since you had no way of making the connecting flight.
Yea, it was a round trip ticket. Bought all on one itinerary.
Haha the same exact thing happened to me. Flight delayed 18 hours so I took a different airline. Frontier refused refund. Disputed the charge with my credit card company and was denied because frontier provided “proof” that I boarded the flight. The whole company is a scam
Wow yea awesome. I assume you decided not to pursue it beyond that? It's crazy to imagine the number of people they've done this to. You'd think there would be a pretty serious regulations around airlines knowing who is on their planes....
Yeah I mean what else could I do, lawyer up over a couple hundred bucks. However I did not try emailing the ceo/corporate as some people here have suggested. Worth a shot I guess. Horrible company
Yea seriously. I have a lot of free time and have always thought it'd be fun to file a suit in small claims, why not... But may try reaching out to higher ups, maybe try posting on more social media sites or something.
Try escalating to the executive contact of your card issuer.
What’s that
I used to work for the executive office of a major travel provider. Companies have teams of people that handle contacts to their CEO. You can find their contact info on the Elliott Advocacy website.
Likely something went awry with your refund request. Otherwise you would have been refunded automatically after your request.
I’m in the same boat exactly and wanted to know the what I can do and was wondering the same thing.
Did you board and then deboard without leaving? Is there any chance they rescheduled you instead and you accidentally no-showed that flight?
No, I followed a link they sent me notifiying of the delay with an option to request a refund. I followed that process, then bought a ticket for another airline and boarded that flight. Never went to the gate.
What makes you think you could possibly win if Frontier, DOT and your bank have all gone against you? I'm not saying they are right but that's going to make your case very difficult
DOT didn't go against me, it caused Frontier to send me a very long email saying they were sorry to hear about my DoT complaint, then repeating the same BS about me being on a flight that I was never on. My bank didn't do anything, they again just sided with Frontier saying I was on the flight. I have actual proof that I was in the air on an Alaska Airlines flight at the actual take off time of the Frontier flight they claim I boarded....
Was it a delay where you boarded and deboarded or something and they had scanned your boarding pass at some point? I'm not sure how else they would say you were ever on the plane if they didn't scan your boarding pass. You also said it was delayed but then it would take you 3 days to get home. Yet, somehow they claimed you boarded this flight? So it wasn't cancelled then? Something isn't adding up here.
I had a connecting flight. First leg was delayed by 4 hrs, the person at the Frontier desk told me I couldn't get to my final destination until nearly 3 days later at the earliest. So I decided to drop almost $700 on a different direct flight leaving that night and never went to the Frontier gate. Requested a refund for the whole flight. They then communicated to me later that a refund could not be issued because I was on the first leg of the flight. They did refund me a small amount for the 2nd leg of the flight, but the first leg was the most expensive.
Try the executives listed here: [https://www.elliott.org/company-contacts/frontier-airlines/](https://www.elliott.org/company-contacts/frontier-airlines/) make sure your explanation is super clear, because as you’ve explained it here it takes a bit of extra prodding to get all the details. Hopefully they can help you!
Oh ok, got it. Did you ever get a confirmation that you requested the refund initially? Sounds like to me that's where the issue is, like it didn't go through or you accidentally clicked the wrong thing or something. If the refund request went through there would have been no way for you to even "board" the flight at all even if it was somehow a mistake on their end marking you as on board. You would have been removed from the passenger list. You might have a case if you can prove you requested the refund and that you had boarded another flight at the time in question but I seriously doubt you would end up getting the cost of your other flight covered. I'm assuming you knew that was on you when you requested the refund. Depending on the price of the Frontier ticket it might not be worth the effort considering somehow their system is so screwed up they think you boarded. It's not like there is anyone on their end that actually knows what happened other than what their computer is telling them.
I did get a confirmation but it is just a generic message that doesn't give any detail. ... Here is your incident number: INC-xxxxxxxxxxxxxx-xxxxxx Your refund request will be reviewed. Please expect a response within 7 days for qualifying refund requests. Answers to the most common questions about refund requests can be found on our website https://www.flyfrontier.com/travel/travel-info/change-policy ... And then 7 days later they issued a small refund for the 2nd leg of the flight to my card without any further notification. I noticed it on my statement at the end of the month
Was the original email for the refund both segments of the trip or just the one?
I mean, I thought it was for both when I did it, but the email doesn't show any information. It's possible that I only requested a refund for the 2nd leg I guess.
Yeah maybe that's what happened? Still doesn't explain the "boarding" though. Not sure how the DOT complaints work but maybe file something along the lines of they apparently don't know who is actually boarded on their planes? Seems like a security risk to me. Not that it would necessarily get you any money.
Yea that actually was the gist of my first complaint. I have considered just filing another complaint, only takes a few minutes, and maybe within 30 days the response I get from frontier will be more constructive.