- Report: #1221241
Complaint Review: Frontier Airlines - Internet
-
Author Not Confirmed
Why?
Frontier Airlines
Internet, USA
Phone:
800-432-1359
Web:
https://booking.flyfrontier.com/Flight/Internal
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Frontier Airlines Bate and switch & falsifying records Internet
Report Attachments
×
On 15 March at 11:02 am I booked a flight through Orbitz for Frontier Airlines (S892SW) as I am booking, they raise the price $15, I tried to continue and they raise it again another $12, when I tried to back out it got booked at the higher cost. I was willing to move forward but then when I went to check seats, they now additional fees for any seat and I saw that Frontier also charge for carry-on as well as checked.
That was enough so I went to cancel. I tried via online but was given a phone number to call. I called the number (Orbitz - who has no fee cancellation and who I booked from) was told that Frontier was switching computer systems and Orbitz was not allowed to cancel. I was given Frontiers number (800-432-1359 which I called at 11:35 am (within 30 minutes of booking for a flight that was two months away). The first message on the voice mail is warning about switching computer systems but I was able to migrate through and get cancelation conformation from the voice mail. It also stated that if I rebooked the flight there may be a fee. There was no message about canceling within 24hr or that there was an actual fee. And this was all completed within hour. Unfortunately I did not record the conversation nor was any Email sent out confirming.
When I went to check five days later on my CC I still saw the charge so I contacted Orbitz again on 20 March at 4:20 pm and was told that they still could not cancel anything from Frontier and I needed to contact Frontier. I explained to the agent what my issue was and he contacted customer support for me, who I was then transfered to. She made a claim that the flight was never cancelled (computer system issues) and that I not only would not be refunded (voucher for another flight) but that I would be charged a cancellation fee as well. I tried to explain and I can get Orbitz to verify that I called them within 30 minutes of the orginal booking but she said there was nothing she could do. So I said go ahead and cancel the flight and I would then go to my CC to get full refund.
I never received Email conformation and when I checked again on 29 March at 10:03 am it still shows my flight. This time I went through Frontier Airlines web page and cancelled it. Still no Email conformation from Frontier but Orbitz now shows it as canceled.
I tried pulling my call records (used home phone) but Verizon claims they don't keep records of landline phones as they are inclusive in the fee. However, Orbitz can confirm I contacted them on the dates and times indicated above.
I also went to my CC and put in dispute, which CC did at first remove but now Frontier has sent in documentation that it was not canceled.
I also went in a few hours ago to check on Frontier but now my login doesn't work. I requested they send me an Email and even though the message says it will be sent, I still haven't received any communication from them.
