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Frontier Airlines


Country United States
State Colorado
City Denver
Address 4545 Airport Way
Phone 801-401-9000
Website https://content.flyfrontier.com/

Frontier Airlines Reviews

Most Useful Comment
  • Sep 4, 2015

We were ripped off by Frontier Airlines. On Tuesday September 1st we used their web site to purchase round trip tickets for a trip in September. We navigated the web site and selected the flights then and we paid and got the confirmation number and all the details. That was when we found out that the return flight was in December when we had selected a September date. We immediately tried to fix it but their web site did not allow us any access to change anything. So we called their customer service. At first the agent told us we would forfeit all the fare. Then she told us we would lose the outbound fare. Finally she told us we could get a credit against a future flight. I told the agent we had to get our correct ticket for the same price.

When we went back to the web site they tried to charge us much more than they originally agreed to. I went back to customer service demanding that they charge us the same price for what we originally wanted. After talking to three different agents we eventually talked to the manager. It took us three and half hours to get to talk to the manager and she said no, she won’t do anything to help. Within one minute they stole our money and wasted our time.

Some investigation showed how this scam works. In September and December, the dates and days are the same. When looking for the return date, the 12th is Saturday in both September and December. When booking travel on other airlines, the return calendar shown starts with the outbound flight, most trips being a few days or a week or two, not three months . This site not only puts up a December calendar but even if you spot it and select September it will revert to December if the page gets refreshed.

Can someone help us with what to do. This company looks in the beginning like a low fare airline but they charge for baggage, carryon, seat selection etc. etc. In the end it costs much more than other airlines.

Be careful when using the Frontier Airlines web site.

Mark as Useful [1 vote]
  • Sep 21, 2023

I lost two family members in the matter of days. I booked with Frontier and despite the fact that the flights were pretty awful, I needed to travel to the funeral services. There was a date/time change so within hours, I canceled. They refused to refund my credit card in the full amount and instead offered travel vouchers. Now... I do not travel unless it's for something like this sad situation, so a travel voucher good for a lousy 6 months is of absolutely no use to me. I'm sure this is how they try to circumvent the legality issues. I fought with them via Facebook messenger and that netted me $128 out of the total of $518.96. This is not sufficient and it is not agreeable to me. So, I'm here hoping that someone (gee... 76 complaints as soon as you type in their Airline name) is game for a class action suit. I'm a senior and am far from flush with cash and I'm tired of dealing with shady companies like Frontier. Should I have shopped around? Sure. I did to an extent but with a time sensitive situation like mine, well... you get the drift. I'm sure my situation is not unique. In my personal opinion, they are vultures and prey upon vulnerable people.

  • Jun 17, 2023

Frontier decided to charge me 80 bucks each for two carriage bags and 100 when I was flying back. All employees are very rude. First and last time I’m flying by this stupid company. Super frustrated by services, accommodations and charges. I’d rather pay little more for much better service and no charges for luggage next time. Let the management rot in to bankrupt the whole company.

  • Nov 22, 2022

I booked a flight through Priceline with flight insurance and needed to change or get a flight credit and the airline has no way to speak with a representative over the phone and when you enter their chat they never respond.

  • Sep 22, 2022

I had a flight with Frontier, and they canceled it on me. They sent me an email saying it had been canceled in April 2022. I called yesterday, Sept 22, 2022, and was told the money was lost because I didn't use it in 90 days.

I never was informed about a 90-day period, and the emails say nothing about that. Instead, they gave me a travel voucher to use for $329 dollars. When I went to rebook a flight, I learned the travel voucher doesn't cover anything but the base flight. So on a $345 flight, the travel voucher covered $7. I would need to fly 49 times in 90 days to use the voucher. It is a scam at this point.

On top of all this, when they canceled my flight in April, they canceled all flights from the local airport till November 2022. So I couldn't even fly them if I tried in that time period.

  • Sep 7, 2021

My complaint against Frontier Airlines spans over the course of four months and several instances of terrible customer service. It takes a lot for me to complain about a business, but these are the worst business practices I have ever experienced. Specifically:

• A broken reservation system which led me to believe that my flights had been changed when in fact they hadn’t

• A broken customer service system that hung up on me and refused to cancel my flights upon three attempts

• A broken promise to refund my money

• And to top it all, a monumental wastage of my time to just get the refund they already approved.

I have been disappointed repeatedly by Frontier Airline’s broken website and a “customer service” department that has no care for my concerns or commitment to fix their errors. A detailed account of each frustrating transaction is at the end of this letter. However, the most egregious complaint, and what has led me to file this report is that on July 22, 2021, I received an email from Frontier confirming my refund request for $1,359, which I placed on July 7th. The email read:

Your refund request has been approved and processed back to the original form of payment on your booking. Please allow up to 7 business days for the funds to be reflected in your account. To review your refund you can visit https://www.flyfrontier.com/travel/my-trips/ and enter your last name and confirmation code.

This refund of was never reflected on their website, nor was it ever received. Twenty-three days later, on August 15, I once again emailed Frontier Airlines customer service to ask for a status update on this refund. On August 26, I received a response from them saying they “must respectfully advise that we are not able to honor your request for a refund” even though they had already said my refund request had been approved.

Below I outline in chronological detail the terrible experience I’ve had with Frontier Airlines since June, but the fact that they approved my refund, and then retracted that approval only when I had to yet again reach out to them, to me is the most egregious business practice.

I have spent more than a dozen hours at this point trying to make reservations, change reservations, calling and writing customer service, being put on hold, and being hung up on.

1. May 15, 2021

I made a reservation on flyfrontier.com/ for direct flights for me and my 10-year-old daughter from SFO to ATL. I chose their "The Works" package because it claimed to offer 100% refundability for “last minute changes.” And with COVID still a threat, I wanted to make sure we could cancel any time for our health and safety.

2. June 7, 2021

My family’s plans shifted, so I changed our flights on the Frontier Airlines website. The website confirmed that I had successfully changed my departure from July 11 to July 1.

3. June 30

When I went to check-in to our flight on the website, and then on the mobile app, the Frontier system told me that my flight was still on July 11! Although the website confirmed the change in flights on June 7th, some bug in their system prevented the change from sticking. At this point, less than 24 hours until I was expecting to get on our flight – with hotel and rental car reservations booked – I was stuck with no flight. I was very shocked and extremely upset. In a state of panic that we would miss our entire family vacation, I tried to make up for Frontier’s system failure by trying to book a red-eye with an 8 hour layover in Denver for July 1 – which would absolutely not work, especially traveling with a child – but I was under the impression that this change, and a cancellation if necessary, was covered by “the Works” package. The Frontier website is very deceptive, touting how easy it is for people to make "last minute changes" and “100% refundability” when you pay extra for “The Works."

4. June 30

When I was unable to cancel these terrible new flights booked unintentionally on the app or the website, I called customer service. The first time I got connected with a representative was at 6:45pm PT on June 30, I waited on hold for 45 minutes. When I finally reached the representative, she told me that she cancelled the flight (because it actually had not been cancelled on the website). When I told her that I wanted to stay on the line until I got an email confirmation, she hung up on me.

Two hours later, at 9:35pm PT on June 30, I still had not received a confirmation that my flight was cancelled. I called customer service back and waited on hold for 20 minutes. The representative told me my flight had still not been cancelled. She also informed me that I would have to pay a $177.99 change fee. At this point I finally received a confirmation that my flights had been cancelled. In addition to dealing with customer service by phone, I also submitted a refund request through the Frontier Airlines online form.

5. July 7

Receiving no response, I submitted a second written refund request through the Frontier Airlines online form.

6. July 15

Receiving no response, I submitted a third written refund request through the Frontier Airlines online form.

7. July 22

I received an email, which I will include in this complaint, stating that my refund was approved and that it would be processed in 7 days.

8. August 15

Submitted a request for an update on the status of my approved refund through the Frontier Airlines online form.

9. August 26

I received a response from them saying they “must respectfully advise that we are not able to honor your request for a refund” even though they had already said my refund request had been approved.

10. September 2

Spent another hour on the phone with customer service. I spoke to the first representative in this whole ordeal who was empathetic about the terrible experience I had been having for several months now and sincerely tried to help me. She transferred me to a supervisor who continued to repeat the standard response that their policy would not allow them to honor the refund they approved on July 22. I asked to speak to a manager. The supervisor told me that a manager would call me back in 24 to 48 hours.

I also contacted their customer support team on Twitter on this day, and they too repeated the standard response with no regard for the loss of my time and money because of their faulty website and troubling customer service. The only thing they are willing to offer is airline credits, and I absolutely cannot accept credits on an airline that has such an unreliable website and terrible customer service. The only way I can be made whole is by receiving the full refund they approved on July 22. I only ask that they keep their word after this terrible experience.

11. September 7

At 12:30 pm PT, a Frontier Airlines Manager called me – three days later than the 48 hours within which I was told someone would call me. This person said there was nothing they could do for me and again only repeated the standard response about their policy. I informed the manager that I would be submitting complaints to the Better Business Bureau, but they said there was nothing they could do to rectify the situation besides offer travel credits, which are unacceptable in this situation because I absolutely cannot trust this business.

  • Sep 17, 2020

My husband & I decided to travel to Lake Tahoe for a three week backpacking trip. Due to covid, we weighed the pros & cons of driving vs. airtravel. Frontier had super low fares and advertises enhanced cleaning, hepa filters, temperature checks & a mandatory mask requirement for employees and customers. Because of this, we decided to fly.

When we got to our gate in Denver, we saw a young lady not wearing a mask. We figured when she tried to board, they would make her put on her mask. Nope. She got her temperature checked by a gate agent and another agent scanned her boarding pass. She walked onto the plane without her mask.

On the plane, she walked by 3 flight attendents and no one said anything to her about putting her mask on. She ended up in our row seated in the window seat next to my husband. She did put on her mask before we took off, but 15-20 minutes into the flight, she took her mask off for good.

My husband flew the entire way sitting sideways so she wouldn't talk to him and breathe in his face. The woman was from Florida, a covid hotspot at the time, visiting her family in Reno. She talked almost the entire flight.

The flight attendants stopped several times to speak to her directly. There was no way they could not have noticed she wasn't wearing her mask as they were looking her directly in the face, but they never said a word. My husband caught the flight attendants attention and kept pointing to his mask, but they just turned around and walked away. During the descent, it was pretty turbulent. She was yelling and laughing ... all the things that spread covid.

Right before landing, my husband went to the bathroom and saw there were 3 empty rows in the back of the plane. The flight attendants should have moved her or us.

Yes, we should have done more at the time and advocated for ourselves, but we didn't want cause a scene and frankly, we didn't feel it was our responsibility to police Frontier's own policies.

When we got to our hotel room, I immediately called customer service to cancel our return flight and asked for a refund. They advertised something they did not provide and I didn't feel safe flying on their airline. The customer service agent apologized and said they would pass our experience on to the leadership team for a learning experience. She said if we want to cancel, they would give us a flight credit that was good for 90 days.

Gee .. thanks. You endanger my family by not following through with your own advertised promises. We are cancelling our flight because of your own negligence and you think we want to fly with you again?

I called back trying to get someone not in an Indian call center. They refused to let me speak to a supervisor. All we wanted was our return portion refunded so we could book another flight on an airline that was going to deliver what was promised. They wouldn't even refund my prepurchased baggage.

We ended up flying home on United. Their gate agent told us they had kicked 5 people off the plane a few days previously for not wearing masks. united handed out antibacterial wipes 2x during the flight - upon boarding and during the snack. (Which Frontier discontinued for safety reasons .... I would think handing out snacks is a safer than having a person from Florida not wearing a mask on your plane).

I will never fly Frontier again. It was a crappy airline before covid, and it's a crappier airline after covid.

  • Sep 4, 2020

Frontier Airlines is known as a deeply discounted airline. We have flown Frontier a couple of times, and have found the customer service to be non-existent, the seats to be terribly uncomfortable, and very cramped. Our family flew across the country on an overnight flight, and the cabin crew were very loud in the back, laughing and carrying on all night. There was no consideration for the passengers. None of us (including 4 young children) were able to even doze at all, even though it was the middle of the night. At that time I swore that I would never put my family through that again. However, when the opportunity arrived to take my family across the country again, I stupidly relented when the flight prices were so cheap. I told myself I could endure because the price was low.

Come COVID-19. Our plans were cancelled, the world was in a mess. We were out of jobs, and our event in Florida was cancelled. I cancelled my flight with Frontier, assured that I would get my more than $800 full credit fur use within 90 days. 90 days? Who is going to be able to travel within 90 days? Travel restrictions abound, and I am a nurse. I am unable to leave the state or I will not be able to come back to work. So where am I going to go? I didn’t know what to do.

Later, I got an email that stated in the subject line (exact words) ”Now use your travel credit to book through 9/12/21.” And the first thing in the body of the email was “Schedule extension! Now book through September 12, 2021.” There was nothing in the email to differentiate when the travel actually had to be booked vs. travel. I honestly thought it was a booking extension until Sept 12, 2021. I was relieved because I thought that Frontier was finally coming to its senses and following industry standards for issuing credits good for more than 90 DAYS. However, when I tried to use my credit today, I was denied on the basis that it had expired by nearly 3 months and I was just out of luck. I was on the phone for one hour and forty two minutes and the answer was always “policy is policy.”

Frontier sent out a (deliberately?) misleading email and now is keeping my $800+. They have stolen my money. I did my due diligence to try to use this within the time frame that I thought was given to me. The fact that Frontier just DOES NOT CARE and has no qualms about stealing $800 from well-meaning customers, tells me that it is a company not worth dealing with ever again.

BEWARE of this company. Their good prices are not worth the discomfort, bad service, and all- around dishonesty. Don’t be fooled as I was.

In an environment where businesses should be concerning themselves with gaining and retaining customers, this is certainly an interesting way to go about it.

  • Jun 21, 2020

Frontier Airlines SUCK!!! So I we had to cancel our flight to Florida 3/24/20 and received a voucher for $375.00 to use within 90 days. I called today 6/22/2020 to extend the time to use it because Tampa is a seasonal winter route and want to go there in Feb or March 2021. The customer rep told me my voucher had expired on 06/16/2020 because I cancelled on 03/16/2020.

Talked with a supervisor and was told the same thing. They got bailed out by our taxpayer money and keeping my money besides. They are double dipping and ripping people off! I will never fly Frontier Air....EVER!! I guess thats how they keep the prices down. GFYS!!! I don't believe I am the only one. SHARE!

  • Jun 10, 2020

Frontier Airlines played a nasty game to encourage people to cancel their reservation during COVID-19, knowing very well that their flights will be cancelled anyway. We had a flight in April that we couldn’t take due to the lockdown. I called them two weeks before the flight hoping that they will refund us the money since no one can fly due to the pandemic. They refused to refund us and stated that they can only give us a credit that we can use in the next 90 days. I then specifically asked what if restriction is still on by end of 90 days.. they assured me that they can extend the deadline. Guess what? We are approaching this deadline, they have no flights to offer to any of our destinations (in fact there are very limited destinations and dates available at all), and they refuse to refund or even extend the deadline for booking.

They have the worst customer service I’ve ever seen with very rude employees. They knew all along that they will push people to cancel with an incentive of extra credit, that they can’t use anyway, while getting themselves off refunds due to their flight cancellation, so they can eventually steal the money.

  • Jun 10, 2020

I have been trying to use my flight credits from a previous flight cancellation due to covid-19 and the website continues to say there's an error. One of the flight credits is under 1 confirmation # and the other is under another 1. The total cost of the ticket was $512. Their website is not allowing me to book online. When I call to check on this I stayed on hold for an hour on June 10 and when a rep was coming on the phone finally it gave me a fast busy. I was on hold for well over an hour 8 hours total as I've tried to handle this matter. Looks like for the other confirmation I'm owed $148. I called back today and the rep said she was working on my issue and that she needed a manager to help with it and while on hold she hung up on me. She did not call back. Now I am on the phone again and it's 30 minutes in on a call that has been averaging well over an hour. The worst part about it is I can't use the website because it's crashed and will not allow me to try and book a flight with my other confirmation # that does work. It expires tomorrow, June 12th and I can't even do anything and they don't answer. I have a confirmation that showed the full amount is supposed to be $512 but the representative said they put my credit into miles instead of cash. When I try to book with miles there are so many flight restrictions that don't work for my departure and return. WEll that's prior to the system crashing. Now I can't see anything. It's just freezing up, a spinning wheel when I try to select a departure date.

  • Jun 7, 2020

Frontier Airlines Cancelled my flight due to coronavirus; They gave me a credit of $1,103, the cost of the tickets; They said I must book within 90 days, by June 12th to use the credit.

I booked a flight on June 1st for $524, and, gave them the credit number. Then they charged my account for $524, and did not let me use the credit.

When I called to protest, they said I could not use the credit, since I did no book within 24 hours. United States

  • Apr 22, 2020

When i bought the tickets jack told me that if something happened they would refund my money.disney is closed and will be for awhile.they are asking to not travel unless it,s necessary.the first time i talked to the agent he said wait til april to find out if disney would open by june.now they are saying that all tickets are not refundeble.

they finally agreed to return half of it and said I would have an open ticket to anywhere i wanted to go.the gov.is bailing them out and they still choose to rip people off.I need my money to and don,t think they should keep any part of it since it,s not my fault. please help stop the big companies from ripping people off.

  • Jan 13, 2020

I arrived at my gate two hours ahead of my scheduled departure and waited until 30 minutes past my departure time. There was NEVER an announcement made of a gate change, nor did anyone at the counter bother to let the passengers know of a gate change, even though they were standing around chatting with each other.

I immediately went to the ticket counter and rebooked my flight and the attendant assured me the charges would be reimbursed to me since I had purchased travel insurance. When I made a claim for reimbursement, I was quickly informed that their records showed that I had traveled of the correct day and that they had no record of my travel insurance purchase. I emailed them copies of my original boarding pass, the new boarding pass, and proof of purchase for the travel insurance.

They gave me a link to a "claim site" and told me to contact them. When I did, they sent me back to the original site and the "lady" informed me that she was going to close out my ticket because there was nothing she could do.

  • Aug 4, 2019

After booking, I went to the website to pay for seats, bags, etc. Was unable to complete form because I could not fill in contact info. Had to call customer service and wait on hold. When connected, rep informed me that, since I had booked thru a third party carrier, I had to call them to get access to that part of the form. Rep was very nasty. When I was thru paying for everything, I had paid 75% over the cost of airfare.

Flight going out was only slightly late. However, they were 2 hours late taking off on return. This was NOT weather-related. They were waiting for luggage from another flight and three bags of ice. Then they had a navigation problem. We waited on the plane all that time.

After landing, it took one hour to get our baggage. They had 8 flights listed for one baggage carousel.

Do NOT fly Frontier.

  • Dec 1, 2018

Frontier airlines up sells services on flight reservations they know are 'missed flights.’The website enables seat selection and also offers hotel reservations to be made at a discount on flights you will not make any time soon. My new arrival date is 2 days 2 overnights later.I made my upgrades in route to the airport. They issued a "no show” on the ticket. If they are closing the flight the website should not allow additional charges. Also,I would suggest they make false claims on their voice messaging. They say you can change your flight on the website for free but you cannot on a missed flight. Only customer service can do this for $25.00. They will then be so kind as to offer you another change fee $99.00 additional charge fee. Arrival destination whenever 2 days later. Ok so let’s add this up for this low cost carrier $209 one way ticket plus 77.00 seat and one bag.129.00 per night hotel charge x2 . $ 25.00 poor customer service fee. One way ticket $ 569. 00 one plus a lot of hassle. What a racket! Delta courtesy change fee 0 . 15 minute change at the counter. Next available same day flight.

  • Mar 8, 2018

Flew to phohnix az on a airline and charged $25 dollar bag fee. On return trip I flew on frontier airlines and was charged $45 dollars for one check in bag and $90 dollars for two small carry on bags. Its bad policy for a airline to have low air fares and stick it to you with outrages and excessive bag fees. My flights was 03-04 with return 03-08-20018, Ill never fly frontier airlines again. Plus you have to pay for all beverages that other airlines compliment you.

  • Nov 7, 2017

I BOUGHT A TICKET FROM FRONTIER AIRLINES AND BEFORE I HIT THE SUBMIT BUTTON. IT STATED THERE IS FREE CANCELLATION WITHIN 24 HOURS. EVERYTHING WAS CONFIRMED AT 624 ON NOV 5 2017. I CALLED BACK ON NOV 6 AT 608 WANTED TO CANCEL. I WAS WITHIN THE 24 HOUR TIMEFRAME. CUSTOMER SERVICE TOLD ME I HAD TO CALL BY 545. ON THE WEBSITE I DID NOT SEE WHAT TIME I HAD TO CALL. WITHIN 24 HOURS MEANS I CAN CALL ANYTIME WITHIN THAT TIMEFRAME.

  • Jun 26, 2017

was in line 45 before flight. 9 other people ahead of me, they All were checked in promptly. I got up to counter and was told that I missed my flight. when I'm fact it was not leaving for another 35 minutes. I had nothing to check in. and explained that I was there on time and needed to get home, because of disabled son ( no one to care for him). fronteir staff was indifferent to my situation. was like speaking to a STONE WALL. my son in law came in after dropping me off and spoke to "super" denise and she had told him the flight had left...when I'm fact it was only 6am. flight was to leave at 635am. Something fishy is going on. I suspect they may be leaving earlier than scheduled and/or allowing standby on before actual booked customers. I'm any event something stanky in denmark!!! A different rep at the counter have me a number to call, and could not get a flight home the same day. Originally, was booked for Sunday and the only flight they had was for Tuesday!!! I continually pointed out that I had to catch a flight today (sunday). Was informed that they don't have flights everyday, had to book for Tuesday. This is ridiculous. Poor service is unacceptable, and poor business practice is intolerable. I have NEVER had this occur on any other airlines. they need to step up or step out of this line of work. they are the greyhound of airlines. horrible. NEVER EVER AGAIN WILL I USE THIS COMPANY, AND WILL ALWAYS WARD FOLKS AWAY T FROM THEM. THIS IS A RIP OFF ORGANIZATION.

  • Feb 2, 2017

I was flying from Ca. To Iowa. I paid to have my luggage checked. I had valuables in my luggage and was reassured it would meet me at my destination. It was not. It was lost! I called the airline to get a refund on my checked bag. They denied that much. I now want them to pay for the items I packed as well as my suit case! They've ignored my emails, and disconnect me when I call customer service. I'm in Iowa for three months without the proper clothing! Now I'm inconvenienced in having to buy clothes, toiletries and leisure items and replace expensive(irreplaceable items from my mom and fiancée) that I would already have if I had my bags

  • Jan 2, 2017

I scheduled a round trip from Philadelpha, Pa to Denver, Co. After I arrived at the airpot gate, I saw that the flight had been cancelled. Talking to personnel behine the Fronteir desk offered another flight on Saturday, this was Tuesday,. even the flight attendents were unaware of the flight cancellation until they arrived at the gate. I contacted Frontier several times. They offered me a $100.00 voucher usable within 6 months only. Subsequent emails did nothing to change this. They cancelled the flight so I feel I should recive a full refund. Not a partial voucher.

  • Oct 27, 2016

We flew into Dallas at 11 PM two weeks ago and Frontier Airlines had lost our car seats. They had a few spare ones, but didn't have anything small enough for my 2 year old so we were stuck at the airport. The entire time the lady was trying to get us to use a booster seat for a 2 year old, and couldn't quite understand why I was mad (I was really mad.)

Their only solution was for me to leave my wife (4 months pregnant) and 3 kids at the airport alone at 1 in morning to buy a car seat. Which I reluctantly did because they provided no other solution.

We were told a manager would call us the next day to make things right and that we would be reimbursed for the car seat. Its now been two weeks and we haven't gotten a call. I've called and left a messages at the DFW office everyday, spoken to the national office multiple times, and emailed the receipt for the car seat multiple times; we still haven't heard from anyone at the airline.

  • Aug 20, 2016

For the past month internet users in Schofield, Weston, and Rothschild, Wisconsin are being ripped off by Frontier.

There is no internet service/email available until at least 12:00 PM on any given day. The service lasts for only 6 to 8 hours and then is not available until noon the next day. With this service we are being billed for 24/7 coverage and not receiving it.

When talking with a Frontier Technician and Engineer, I was told that the slow service is all that is available in the area and there is no timeline for upgrading for a faster, more reliable service. The frustration comes when in the mail this week, everyone received a notice that Frontier is not offering high-speed internet for new users in the area for $19.99. How can they offer this when I was told it is not available. The company is ripping off the general public and know it since the only alternative is Charter and not everyone wants to go with them.

Some organization needs to make Frontier responsible for their deceptive marketing and billing practices.

  • Jul 27, 2016

On September 15, 2016 I took a One-way flight from Missoula, Montana to Denver, Colorado. My first flight in nearly 30 years. I checked a bag and some of my items were also in my boyfriend's bag. Upon arrival at nearly 11:40 p.m. We got our luggage and went back to his apartment. I began unpacking and realized that 3 pieces of jewelry were missing out of my luggage. I immediately tried calling their luggage claims department and got a recording that they were not open.

At 8:00 a.m. they opened and I got a recording that asked me to leave a detailed message and someone would call me back. On September 16, 2016 I received a call back and a woman took a report and said that they did not cover jewelry. According to their website it said they would not be liable for lost or damaged jewelry. Little did I know that hidden in another part of the wesite, unrelated to baggage policies, on page 15 of their "Terms and Conditions" it states that they did not cover any jewelry.

Note* I do not believe that this information was actually even on their website when I purchased my ticket. It is my belief that it has been added and further their website has changed with the pertinent information being in the baggage policy page now.

I went for several weeks not hearing anything and then in mid October I received a phone call from their Pilferage department. They told me that they had gotten a message that I needed to file a claim. I explained that they had already taken one. The woman tried to find it in their system and there was nothing. She took another one and I had her send me a copy of it via email. She said someone would get back to me. Several weeks later in November I wrote and asked what was going on with the investigation and they told me that it was being sent up to Security. Then I got complete silence.

For months I would send emails that went unanswered and the phone calls I made just told me to wait a few more weeks. Finally in March I called and asked what the situation was and with no one getting back to me yet again, I called their Corporate headquarters and asked them to help at the end of April. The woman I spoke with could not find either of the claim numbers I gave her. She then began to put me on hold and kept coming back stating that she was trying to get other departments involved to find them. After more than 20 minutes of this going back an fourth, I was then disconnected.

Then, I wrote to the Denver Baggage service on April 22, 2016 giving them ten days to get back to me. They of course did not so, I found the CEO's email address online.

I wrote to Barry Biffle and let him know of all of the trouble I had gone through just trying to get my claim dealt with and asked him to step in and fix the problem or I would be filing a Small Claims action. He had a woman named Patty Dryer call me back and in the conversation she stated that she did not have a problem finding the claims in their system and didn't know how anyone else could have. She explained that since they do not cover jewelry, the claims were closed. She stated that they had sent me a $75.00 voucher but it had expired. I laughed and said, I never received any voucher and that for nearly $5,000 worth of jewelry being stolen, I would never accept a voucher let alone one that had an expiration date.

She stated that their baggage policies stated that they did not cover jewelry. I stated that it said that they didn't cover it if it was damaged or lost. Mine was taken out of my bag. She said Frontier's position is a "loss is a loss". I explained to her that a loss means lost luggage according to their posted policies on their website and that I had printed it out. She kept with the 'A loss is a loss" mantra. I then asked why no one did any investigation. She said they didn't do one because they don't cover the items that were taken. I was disgusted. I told her that they had a fiduciary duty to me since they charged me for my luggage. She stated that they didn't.

When I was compeltely at wits end with her, I asked her where they would like for me to serve my Small Claims lawsuit on them. She said that she would have to check and see. She called me back and told me to serve it upon their legal Department at their 7001 Tower Rd. in Denver. Low and behold that was also a lie. Their own legal department was lying about where to serve the paperwork as they have a Registered Agent for service. I ended up finding this information out on my own. Once they gave me the incorrect information, I felt it necessary to write to Barry Biffle again and let him know about the lies that were continuing to be expressed by his personnel.

I received an email in response, the day before I filed my Small Claims case against Frontier asking me for my telephone number. I never received a call.

In May 2016, a week after their Registered agent was served by the Sheriff's Department, I received contact from Frontier Airlines' Chicago counsel and at the end of that conversation, she stated that she felt confident that they would be settling with me before July 14, 2016 (the court date). I sent her all of my information and waited. I was happy to know that I would not have to go to court.

I did not hear anything from her through June so, I contacted her again. She stated she had been out of the office most of the month before, but still wanted to get it settled and that it would be in everyone's best interest. All the way up until the day of court, I never received anything other than they would be settling. Then as I was waiting in the courtroom nearly 10 minutes after court was supposed to start, I was informed by the court clerk that they were filing their answer and there were people to testify. Their "In-house" counsel rushed in and let me know that they would not be settling with me and they didn't feel that they were responsible. They refused to even give me the evidence that they put into the court until half way through the hearing. Because of their information and the fact that I had not been given a chance to do any investigation of my own to rebutt their information or even read through it as it was more than 30 pages worth, the court found in their favor as a matter of law. Patty Dryer, the woman whom had called me after my first email to Mr. Biffle, lied to the judge and said that she never told me that my claim was closed and that their policy is that they leave claims open, because "It is our hope that we can find the items and return them to their owners". That is the most ridiculous statement since they didn't do any investigation in my case. I was told that they didn't because they are not responsible. That actually sounds like a more realistic statement, don't you think?

The judge did say that she fully believed that my jewelry was in my luggage and that it was stolen while in their control and custody She also made the comment that she felt that the way I had been treated was absolutely horriffic. She even TOLD me to Appeal her ruling.

As I don't have $10,000.00 to appeal by day after tomorrow nor would I spend that to get $6,500.00 for my jewelry, I decided to let you all know so that people can know that Frontier Airlines and their employees are nothing but liars and theives. By the way, I offered to settle with them for less than that $6,500.00.

I went to Frontier's Website yesterday and noticed that all of the information that was hidden before, is now front and center. My comment is this, If they felt that they had been compeltely above board in my case, then they would not have changed their Website to fix the issues that I brought up with it and their position.

I that hope, if nothing else, I can get people to learn from my case and not to trust or give their money to a company that obviously does nothing to protect their customers. Because, in today's day and age, if they got my boxes out of my luggage, imagine what this person(s) could get into luggage if they wanted to cause harm to others.

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