Customer Service Plan (2024)

We know it’s important to keep customers informed and we’ll make every reasonable effort to ensure we provide accurate, up-to-date flight information. We will update customers about delays, cancellations and diversions.

We recommend you add your email address and phone number to your reservation, either when you book at FlyFrontier.com or afterwards by updating your Manage my Booking page through logging My Trips.

When you arrive at your destination, we always try to ensure your checked baggage is there too. If your baggage does not arrive on your flight, please go to our Baggage Service Office, located in the baggage claim area or to our ticket counter, to report your delayed bag. If your bag does not arrive, we require that you report this to us within 4 hours of your arrival. The customer service agent will create a tracing file and will provide an update regarding the status of your baggage.

We will get you on your way as quickly as possible and cover your immediate, reasonable needs while you wait for your baggage. We'll make every reasonable effort to find your baggage and get it back to you.

We encourage you to place your contact information both on the inside and outside of all checked and carry-on baggage. We will attempt to contact any person named on a bag when we find an unclaimed, checked bag that contains a name and address or a telephone number.

RECOMMENDATION: Items of necessity such as medication, keys, passports and anything of significant value (such as electronic devices, computers, cameras and jewelry) should be packed in your carry-on baggage.

Frontier does not allow reservations to be held without payment.

Refunds are provided for reservations made seven days (168 hours) or more prior to your scheduled departure, provided the refund is requested within 24 hours of your initial reservation.

Once the proper documentation is provided, we will process refunds for eligible domestic and international tickets within seven (7) business days of receiving the completed refund request. Due to billing cycles, a credit card statement may not reflect a refund immediately.

We are dedicated to meeting the travel needs of each of our customers, including those with disabilities and other special needs. We'll provide point of contact information for travelers with special needs at our ticket counters, gates,using chat, orby filling out an Online Form.

Find detailed information to help passengers with special needs plan for their travel on our Special Service page.

In the event that a flight is overbooked, we will solicit volunteers to give up their seats. As thanks for the cooperation of these volunteers, we provide alternative travel accommodations and an electronic voucher usable toward future transportation on a Frontier flight. It is our goal to find enough volunteers so that no customers are denied boarding involuntarily.

If there are not enough volunteers, other passengers who check in after all seats have been assigned may be denied boarding involuntarily. If you are involuntarily denied boarding, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. If there are fewer seats available than people who have checked in, generally, the last customer to check-in would be subject to removal.

In order to minimize the likelihood of getting denied boarding involuntarily, it is important that you check-in as early as possible. You can Check-In up to 24 hours in advance of your scheduled flight at FlyFrontier.com.

We'll gladly provide you with detailed information about our policies, products, aircraft configurations and services.

This information is available on our website at the following links:

• FRONTIER Miles® frequent flyer terms and conditions
• Cancellation Policies and other policies that apply to your ticket
• Aircraft configuration, including seat width, pitch ranges and lavatory availability.
• All Travel on Frontier is subject to the terms of our Contract of Carriage.

We value feedback from our customers to help us learn what we're doing well, as well as where we can improve. Our Customer Relations Department handles all of your feedback and ensures the information is circulated to the appropriate departments within Frontier.

You may contact us in three ways with your compliments, complaints or questions.

1. Via our online Feedback Form.
2. In writing, you may send written correspondence to us at:

   Frontier Airlines, Inc.

   Attn: Customer Relations

   4545 Airport Way

   Denver, CO 80239

   We will acknowledge receipt of written complaints and concerns within 30 days of receiving the correspondence, and we promise to have a substantive response within 60 days of receiving the correspondence.

3. By chat.Type"feedback and concerns".

When it comes to flight delays and cancellations, some situations are within our control and others are not.

Here's how we describe the difference:

• Controllable Situationsare defined as delays, diversions, cancellations, or service delivery failures considered within Frontier's control (such as delayed baggage or flight delays and cancellations caused by some types of aircraft damage, mechanical issues, etc.). If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
• Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.

In the event of severe weather, we will enact our Severe Weather Plan and issue travel advisories on FlyFrontier.com. The Severe Weather Plan allows for the re-booking of flights without additional fees for a later date when the weather improves.

When one or more of the passengers on a reservation are 13 years of age or younger, Frontier will guarantee adjacent seats for the child or children and an accompanying adult (over age 13) at no additional cost for all fare types subject to limited conditions specified below.

• Child and accompanying adult are on the same reservation
• Adjacent seats are available at the time of booking in the selected class of service
• Adult either chooses seats for the entire reservation or skips seats for the entire reservation, and does not make changes to seat assignments once assigned to them
• It is physically possible based on seat layout to seat the number of children traveling next to the accompanying adult(s).

Although Frontier will provide adjacent seats if available at the time of booking, Frontier might not provide seat assignments right away. Frontier will provide the customer the adjacent seating assignments no later than the day before scheduled departure of the flight.

As a gesture of gratitude for their service, Frontier Airlines guarantees special benefits to service members* and their accompanying spouse and children for the following:

• One free standard carry-on bag and two free standard checked bags, per person, when presenting either a Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the United States Identification Card with an active duty, reserve, guard, or academy affiliation at the airport check-in counter or at the gate.
• Complimentary priority boarding (prior to general boarding) for service member and accompanying spouse and children traveling together when presenting either a Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the United States Identification Card with an active duty, reserve, guard, or academy affiliation at the airport check-in counter or at the gate
• No change fees when rebooking their flight when military directives or orders interfere with/disrupt previously booked travel, with supporting documentation**.
• Full refunds of the amount paid (including ancillary purchases) with no cancellation fees when military directives or orders interfere with/disrupt previously booked travel, with supporting documentation**.

*Service members are defined as: current members of the military who are serving or may be called to serve. These members include: the U.S. Army, U.S. Navy, U.S. Air Force, U.S. Marines, U.S. Space Force, U.S. Coast Guard, National Guard, and U.S. Military Reserves; Cadets of the Air Force Academy, West Point, Naval Academy, Coast Guard Academy, and Merchant Marine Academy; and Commissioned Corps and Ready Reserve Corps of the U.S. Public Health Service and Commissioned Officers Corps of the National Oceanic and Atmospheric Administration’s Officer Corps.

**To qualify, current service members traveling must show official travel or leave (including cancellations of leave) documents or other military documents incorporating orders/directives with either a Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the United States Identification Card with an active duty, reserve, guard, or academy affiliation. Documentation must be submitted prior to scheduled departure via Frontier’s online Document Submission Form. NOTE: If supporting documentation is not provided prior to change or cancellation, the fee will be initially assessed and later refunded later upon verification of documentation.