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1.5

I called Frontier Airlines after making a reservation online and explained to them that I selected Feb. 20th for a departure and instead was selected for Feb 21st which was an issue with my Chromebook (non-Windows) computer and the calendar selection. The cost was

$111.00.

After the CSR informed me that there was a difference in the fare and that I would be charged an additional $36.00 which I said was fine.

The CSR then processed the reservation and I observed that I no longer had a seat number and she stated that she was unable to get a

confirmed seat (5A) which I had previously had because I would then have to go to the gate and get a seat assigned to me.

I explained to the CSR that I did not want to do that as I have had bad experiences with the gate assigned seating and often got the seat right next to the lavatory and being 6'1" was not able to fit in the rear seating against the bulkhead which was why I selected the front rows.

The CSR explained that she couldn't reserve a seat assignment after processing the reservation and I asked for a full refund which she

informed me that I would have to cancel the leg and the return leg since they were charged together.

I opted for the cancellation and was informed that I would be receiving a refund in the amount of $147.00 ($111.00 for the original date of 2/21 and the $36.00 for the difference on 2/20). I was told by the CSR that it would take two cycles for the refund to be issued which is 7 - 10 business days. I then set a reminder to myself that by 3/1 I should inquire about the refund.

When calling on 3/1 about the status of my refund, I was told by a different CSR that a refund couldn't be issued because I was flying in less than 7 days from the ticket and that the reservation was cancelled. When I inquired about the notes in the system from the previous CSR I was informed that there were none.

I then stated that there was no way I could have changed the reservation and applied the difference via the website and that only a CSR

could do this and then cancelled the flight in less than 5 mins. The CSR then stated that since I "made the reservation for 2/20 on 2/17 I would not get a refund". I then asked for a supervisor and was referred to a gentleman named "Jack".

"Jack" informed me that he was aware of the situation and after looking he stated that the policy was not to issue refunds for any

reservations made within 24 hours but less than days of the flight. I asked Jack why then would the CSR on 2/17 cancel the flight and state that a refund for the full amount be issued and why would any person rightfully just cancel a flight and allow an airline to just pocket the funds without ever flying or receiving anything. He offered me a compromise of a full credit if used within 90 days. I stated that I wanted Frontier to honor their promise from the CSR and initiate a full refund as stated. I further explained that I was not interested in flying with Frontier especially within a 3 month window and that my purpose of the trip was personal. He then had to research his options and came back with an offer to extend the "full credit" of the fare for 1 year and add an additional $25 credit. I again declined stating that I wanted Frontier to honor what was stated and that no sane person would just make a reservation and then cancel it without any type of recourse.

I was told that the $99 cancellation fee was waived and I countered that there was never any explanation of a cancellation fee of a

reservation made by a CSR internally and of course then immediately cancelled by the same CSR within 5 mins of making the reservation.

"Jack" explained that he understood and had exhausted his options and I thanked Jack for his attempts however I am steadfast that I want

the full refund to the credit card as stated on 2/17 and that I have waited 2 full weeks in vain.

Reason of review: Poor customer service.

Monetary Loss: $147.

Preferred solution: Full refund.

Location: Cumming, Georgia

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Andrea Ahw

Not their fault you made a mistake and you were not happy with the way they fixed it. Seats go fast and there is no way for them to promise you a seat you want when you change your ticket. You switched days, therefore the seat you wanted was already reserved.

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