Customer Service




Notification of Itinerary Changes

Response to Complaints and Compliments

Communicate Delays and Flight Disruptions

How we Handle Delays and Flight Disruptions

How we Handle Long Tarmac Delays

Refunding Optional Services

Prompt Ticket Refunds

Quality Service from Codeshare Partners

    1. Offering the Lowest Fare Available

    Every customer who books on our website or who calls our Reservations Department will be quoted the lowest published and available Frontier Economy Fare eligible for the date, flight, and class of service requested unless you specify otherwise (such as if you request an unrestricted, refundable fare). The lowest published Frontier Economy Fares are available for purchase on our website or through our Reservations Department at 800-432-1359.

    If you book at an airport ticket counter, we will always quote Frontier's lowest Economy Fare that is eligible for sale for the date, flight, and class of service requested unless you specify otherwise. However, please be advised that lower fares may be available for sale only on our website or through our Reservations Department.

    Additionally, at your request, our reservations and airport representatives will be happy to identify potential money-saving alternatives if your travel schedule is flexible.

    Not only do we promise our best value at FlyFrontier.com, we guarantee it with our Best Fare Guarantee.

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    2. Holding Reservations for 24 Hours

    When you make a booking on FlyFrontier.com or with our Reservations Department at 800-432-1FLY (1359), you will be required to purchase the ticket at the time the booking is made. However, you may request a full refund up to 24 hours after the time of purchase. Your ticket may be canceled and refunded at the My Flights section on FlyFrontier.com or through our Reservations Department at 800-432-1FLY (1359). After 24 hours, the cancellation penalties of your ticket will become effective, depending on the type of Fare Option you purchase.

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    3. Providing On-Time Baggage Delivery

    When you arrive at your destination, we know that you expect your checked baggage to be there, too. It is our intention to deliver your baggage on time. If your baggage does not arrive on your flight, go to our Baggage Service Office, located in the baggage claim area or at our ticket counter, to report your delayed luggage. If your bag does not arrive as expected, we require that you report this to us within four hours of your arrival. The customer service agent will create a tracing file and will provide an update regarding the status of your baggage when it's available.

    We will get you on your way as quickly as possible and cover your immediate, reasonable needs while you wait for your baggage to arrive. We'll make every reasonable effort to find your baggage and get it back to you within 24 hours.

    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 baggage that contains a name and address or a telephone number.

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    4. Offering a Fair Baggage Settlement

    In the event your checked baggage does not arrive on your flight, we will reimburse the fees you paid to check those bags. If you did not pay a fee to check your bags with a Classic Plus ticket or when traveling with your EarlyReturns® *Summit or Ascent level frequent flyer tier status, we will compensate you for the baggage that did not arrive with your flight in the form of an electronic travel certificate good toward travel purchases during the next three months at FlyFrontier.com. The value of the electronic travel certificate will be equal to the bag fees you would have paid on an Economy fare. As an example, if you purchase a Classic Plus ticket and check two bags, and neither arrived on your flight, we will provide you a $50 electronic travel certificate to cover the first and second bag fees.

    While you wait for your delayed baggage, we will make every reasonable effort to minimize your inconvenience. In most airports, we will provide a toiletry kit to you when you report your bag missing. Additionally, we will cover verifiable, reasonable interim expenses using the following guidelines:

    • Reimbursement for reasonable expenses will be considered upon submission of receipts. No reimbursement will be made without receipts.
    • Interim expense allowance is paid per ticketed customer, not per bag.

    In addition to interim expenses for a delayed bag, we commit to providing a fair and equitable settlement to cover losses that you may incur due to a lost or damaged piece of baggage. The total liability for a piece of baggage checked on domestic flights is limited to a maximum of $3,400 per ticketed customer (assistive devices are excluded from this limit). For each piece of baggage checked internationally, the total liability is limited by the Warsaw convention or Montreal convention, whichever is applicable based on your itinerary. For text of these agreements please visit the following links, which will open a new window:

    Montreal Convention
    Warsaw Convention

    We'll compensate you for reasonable, documented and verifiable damages up to the limit of liability. Anything of significant value should be packed in your carry-on baggage, including electronic devices, computer equipment, cameras, and jewelry. Our Contract of Carriage outlines specific items that are excluded from liability if you check them in your luggage.

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    5. Accommodating Travelers with Special Needs

    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, when calling our Reservations Department at 800-432-1FLY (1359), or via email to specialneeds@flyfrontier.com. FlyFrontier.com provides detailed information to help passengers with special needs plan for their travel.

    Frontier employees are trained to comply with the Air Carrier Access Act (14 CFR Part 382). In accordance with the act, we will not discriminate against any individual with a disability.

    We want to ensure that we treat all passengers with kindness and respect. For those passengers with special needs, we offer a variety of services, including:

    • Pre-boarding assistance on request.
    • Assistance with boarding and deplaning and the use of ground wheelchairs, aisle chairs, onboard wheelchairs, and lifts.
    • Assistance with stowing and retrieving carry-on items.
    • Transportation within the airport using wheelchairs or electric carts.
    • Transportation of personal assistive devices. Individuals may choose to have devices returned on arrival at the entrance to the aircraft on the jet bridge, or in the baggage claim area.
    • Assistance with visual, auditory, cognitive, or mobility disabilities.
    • Accommodation for certain medical requirements, including the use of FAA-approved portable oxygen concentrators and other FAA-approved battery-operated respiratory devices. Frontier is not equipped to transport or provide medical oxygen. Additional information may be found on our Special Needs Travel pages.
    • Accommodation for accompanying service animals in the cabin for a passenger with a disability.
    • Access during all hours of operation to a Complaint Resolution Official (CRO) in all airports to answer any specific questions regarding air travel.
    • For further information regarding disability travel, you may also go to www.dot.gov.

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    6. Providing Travel Services for Unaccompanied Minors

    Frontier welcomes children to travel as unaccompanied minors with payment of a fee for unaccompanied minor escort services, which ensures their supervision throughout their journey with us. Unaccompanied minors are accepted for travel on all nonstop Frontier flights. Detailed information on our unaccompanied minor service is available on our website or by calling our Reservation Department at 800-432-1FLY (1359).

    To ensure the safety and well being of unaccompanied minors, our policies ensure:

    • Care for your child during each flight, including a complimentary beverage and snack service on flights that offer these services
    • Extra attention from our Flight Attendants 
    • Release of the child at the arrival city only to the person designated

    We require that all children ages 5 through 14 traveling without a companion 15 years or older use our unaccompanied minor escort service. This escort service is optional for children ages 15 through 17 traveling alone.

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    7. Handling "Bumped" Passengers with Fairness and Consistency

    Since some customers make a reservation but then don't check in or fly, we overbook certain flights. If you inquire, we will advise you if the flight you're ticketed on is overbooked. We will also provide information related to our overbooking procedures and check-in deadlines whenever requested.

    In the event of an overbooking, we will solicit volunteers to give up their seats. As thanks for the cooperation of these volunteers, we provide them with alternate travel accommodations and an electronic travel certificate good toward travel purchases during the next three months at FlyFrontier.com. It is our goal to always find enough volunteers so that no customers are denied boarding involuntarily.

    However, if there are not enough volunteers, other passengers who check in after all seats have been assigned may be denied boarding involuntarily. This is known informally as "getting bumped." If you are involuntarily denied boarding, we will give you a written statement that describes your rights and that explains how we determine boarding priority for an oversold flight. Passengers with the highest priority listed below will be the last to be involuntarily denied boarding:

    1. Passengers who are physically or mentally challenged and who would be caused severe hardship if denied boarding
    2. Minors under the age of 17 traveling without a parent or guardian
    3. Passengers on the second or subsequent segment of a through flight (a through flight is a continuous flight from the origin to the destination with the same flight number that makes an enroute stop at one or more cities without a scheduled change of aircraft) who would be denied boarding at an intermediate stop
    4. EarlyReturns® *Summit level members, EarlyReturns® Ascent level members, and Classic Plus ticket holders
    5. Military Personnel traveling on orders
    6. Other confirmed, revenue passengers without seats will be denied boarding based on fare paid or check-in time

    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.

    If you are denied boarding involuntarily, we'll find a spot for you on the next available Frontier or flight at no additional charge or fee. If there are no other options that day and you have to spend the night before you can catch a flight because you aren't in your home city, we'll provide hotel and meal vouchers to offset the expense.

    In addition to booking alternative travel arrangements, we'll compensate you for being denied boarding involuntarily, based on your new arrival time as follows:

    • If you are involuntarily denied boarding and we're able to place you on another flight that has an arrival time up to two hours later than your original itinerary for domestic flights or up to four hours later than your original itinerary for international flights, please accept our apologies and an electronic travel certificate good toward travel purchases during the next three months at FlyFrontier.com or a check for twice the face value of the one-way fare paid plus taxes (including connection segments), up to a maximum of $650.
    • If you're involuntarily denied boarding and we're able to place you on another flight that has an arrival time that's more than two hours later than your original itinerary for domestic flights or more than four hours later than your original itinerary for international flights, please accept our apologies and an electronic travel certificate good toward travel purchases during the next three months at FlyFrontier.com or a check for four times the face value of the one-way fare paid plus taxes (including connection segments), up to a maximum of $1,300.

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    8. Disclosing Travel Itinerary, Cancellation Policies, Mileage Program Rules and Aircraft Configuration

    We'll gladly provide you with detailed information about our policies, products, and services. This information is available on our website at the following links:

    EarlyReturns® Frequent Flyer Terms & Conditions
    Cancellation Policies and other policies that apply to your ticket
    Aircraft Configurations, including seat width and pitch ranges

    All Travel on Frontier is subject to the terms of our Contract of Carriage.

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    9. Disclosing Aircraft Configurations and Information

    We'll gladly provide you with detailed information about our aircraft, including the availability of lavatories. This information about our fleet is available on our website.

    We also make this information available at our airport ticket counters and by calling our Reservations Department at 800-432-1FLY (1359).

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    10. Providing Timely Notification of Changes to a Travel Itinerary

    In the event of a schedule change that impacts your upcoming travel itinerary, we will send you an email to notify you of the change if we have your email address. If we do not have your email address, we will attempt to call you if you have provided a contact telephone number. If you purchased your ticket though a travel agency, including an online travel agency, we will notify the agency of the itinerary change so that they can contact you about the change.

    If we change your itinerary due to a schedule change and you do not choose to accept the new flight options, we will provide a full refund for the unused portion of your ticket, as well as for any Optional Service Fees that you paid for the unused portion of the itinerary, including any seat assignment fees and baggage fees. You may call Frontier Reservations at 800-432-1FLY (1359) to request a refund. You may also complete and submit the online refund form.

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    11. Being Responsive to Customer Complaints and Compliments

    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. In addition to finding our contact information at FlyFrontier.com, we also include our Customer Relations contact information for comments and complaints on all e-ticket confirmations that we send and upon request at all airports that we serve.

    You may contact our Customer Relations Department by first calling 800-432-1FLY (1359). Say "other options" at the first prompt, and say "complaints and compliments" at the second prompt. We are available from 8 a.m. to 11 a.m. MST Monday through Friday.

    Alternatively, we welcome your written correspondence by email or letter. 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. Email complaints can be submitted on FlyFrontier.com. You may send written complaints to us at:

    Frontier Airlines, Inc.
    Attn: Customer Relations
    PO Box 492085
    Denver, CO 80249


    Please note all communication to Customer Relations, whether by voicemail or written, will be placed in the same queue and answered in the order received.

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    12. Providing Alerts for Any Known Delays, Diversions, and Cancellations

    We try to keep you informed throughout your journey with Frontier. We will provide you timely information on any changes to the status of your flight, including known delays, diversions, and cancellations.

    In the case of any delay or cancellation, we'll make announcements at the gate and onboard the aircraft every 15 minutes, communicating the best information available. If a flight you're on is going to be 15 or more minutes late, we'll make an announcement.

    We promise to update our flight status information on our website at FlyFrontier.com, on airport monitors that we control, and through our Reservations Department at 800-432-1FLY (1359) promptly after we become aware of a delay, diversion, or cancellation. These updates will always be within 30 minutes of when we become aware of the change in flight status.

    If we cancel a flight prior to the day you travel, we will do our best to contact you at the phone number or email address in your reservation so that we can rebook you on other flights. If you experience a cancellation on your day of travel, our airport or telephone reservations representatives will work to find you alternative travel arrangements.

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    13. Providing for Customers Inconvenienced by a Flight Delay, Diversion, Cancellation, or Misconnection

    Our spokesanimals might tell you we're perfect, but unlike them, we're only human. If unforeseen events interrupt your travel plans, we'll do our best to make it right.

    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 Situations are defined as delays, cancellations, or service delivery failures considered within Frontier's control (such as delayed baggage or flight delays and cancellations caused by aircraft damage, mechanical issues, etc.). Read on below to learn how we compensate for "Controllable Situations."

    Uncontrollable Situations are defined as flight delays or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.). Read on below to learn how we compensate for "Uncontrollable Situations."

    CONTROLLABLE DELAY, CANCELLATION, DIVERSION, & FLIGHT MISCONNECTION SITUATIONS

    Re-accommodation

    Nobody likes it when things don't go according to plan and neither do we, but sometimes it happens. If your flight is cancelled or your flight's departure is delayed more than three hours, we'll offer you a full refund of any unused portion of your ticket. Alternatively, if your flight is delayed, cancelled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on our next available flight at no additional charge or fare.


    Information on any alternate travel arrangements will be available through our airport or telephone reservations representatives. If on the day of travel there are no other options and you have to spend the night in a connecting city, we'll do our best to arrange and provide hotel accommodation and meal vouchers to offset the expense. If you are delayed or misconnected in a connecting city and decide not to travel onward on the re-accommodation offered, we will allow you to return to your point of origin on the next available flight.

    Diversions

    Our pilots and flight attendants will advise you if an enroute flight is required to divert to another airport. They will keep you updated during and after the diversion.

    If your flight diverts to a city other than your intended destination for any controllable reason, we will do our best to continue the flight to your final destination as soon as circumstances allow. In the event that we are unable to continue the flight to your intended destination, we will re-accommodate you on alternate flights as described above or provide ground transportation to your destination.

    When a flight is diverted to another airport served by Frontier, the Frontier airport representatives in that city will re-accommodate you. If your flight diverts to a city that Frontier does not regularly serve, Frontier will make arrangements with other ground handling agents. The flight attendants and flight crew will be the only available Frontier representatives on site.

    Compensation

    We apologize if a delayed, diverted, or cancelled flight has interrupted your schedule on your day of travel. If your flight’s departure is delayed more than two hours and considered a controllable situation, you may be eligible for compensation as follows:

     

    Compensation based on Fare Option
    and EarlyReturns Tier Status

    All compensation is issued as an Electronic Travel Certificate valid
    toward travel purchases during the next three months at FlyFrontier.com

    Length of
    Controllable Delay
    Standard
    Compensation

    (For all customers)
    Economy,
    & Classic Plus Fares

    Additional Compensation
    EarlyReturns *Summit
    & Ascent Member

    Additional Compensation
    2 hours to
    3 hours and 59 minutes
    $0
    $30 additional for
    Fare Option purchased

    ($30 total compensation)

    $20 additional
    for Tier Status

    ($50 total on all
    other Fare Options)

    4 hours to
    5 hours and 59 minutes
    $25 plus a
    meal voucher

    $50 additional for
    Fare Option purchased

    ($75 total compensation
    plus a meal voucher)


    $25 additional
    for Tier Status

    ($100 total on all
    Fare Options plus
    a meal voucher)

    6 hours or longer
    OR cancelled flight
    $50 plus a
    meal voucher
    $100 additional for
    Fare Option purchased

    ($150 total compensation
    plus a meal voucher)

    $50 additional
    for Tier Status

    ($200 total on all
    other Fare Options
    plus a meal voucher)

    If you booked at FlyFrontier.com or through Frontier Reservations or if you are a member of our EarlyReturns frequent flyer program, we should have your email address on file. If we have an email address on file in your reservation, your compensation will be emailed to you within 7 days of your flight.

    If you do not receive an email within seven days, please visit our Flight Disruption page to enter your email to receive any compensation for which you are eligible. Please note that you may have given your email address to your travel agent, including other online travel websites, but these are rarely passed through to Frontier.

    Should you have any outstanding questions, please contact our Customer Relations Department. For details on how you can contact our Customer Relations Department by phone, email, and mail, please view our contact information.

    Refunds

    For controllable situations that impact your flight, you may request a refund of any unused portion of your ticket to the original form of payment for one of the following reasons:

    1. You cancel a fully-refundable Classic Plus ticket
    2. Your Frontier flight was cancelled for any reason and you decided not to accept the re-accommodation options offered
    3. Your Frontier flight's departure was delayed by more than three hours for any reason and you decided not to travel

    If you decide to receive a refund for a delay or cancellation, you are not eligible for further electronic travel certificate compensation as described above.

    Refunds may be requested from a Frontier representative at the airport or through our Reservations Department by calling 800-432-1FLY (1359) and selecting the option for "existing reservation." Please be advised that non-refundable tickets will lose their value and cannot be changed or refunded for the reasons above unless you request the refund before the departure of the flight on which you are booked. If your flight is delayed, you should request the cancellation prior to leaving the airport or by calling the Reservations Department before the flight departs.

    If you request a refund of your ticket, you can expect the refund to be processed by Frontier within seven business days from the date you requested the refund. Should you have any questions on the status of a refund, please contact our Refunds Department at 800-432-1FLY (1359) and select the option for "refund status" from 6 a.m. to 6 p.m. (Central) Monday through Friday.

    WEATHER AND OTHER UNCONTROLLABLE DELAY, CANCELLATION, DIVERSION, & FLIGHT MISCONNECTION SITUATIONS

    Re-accommodation

    Nobody likes it when things don't go according to plan and neither do we, but sometimes it happens. If your flight is cancelled or your flight's departure is delayed more than three hours and you choose not to accept our re-accommodation, we'll give you a full refund of any unused portion of your ticket. Alternatively, if your flight is delayed, cancelled, diverted, or if you miss a connecting flight due to uncontrollable situations, we'll place you on our next available flight to your destination at no additional charge or fare.

    Information on any alternate travel arrangements will be available through our airport or telephone reservations representatives. If on the day of travel there are no other options and you have to spend the night in a connecting city, we'll do our best to arrange and provide hotel accommodation and meal vouchers to offset the expense. If you are delayed or misconnected in a connecting city and decide not to travel onward on the re-accommodation offered, we will allow you to return to your point of origin on the next available flight.


    While we can't control Mother Nature, we also want to ensure you are not stranded for extended periods of time. If uncontrollable situations delay your travel plans overnight in your originating or connecting city, we will extend to you the best rate we can on discounted hotel rooms in the area.

    In the event of severe weather such as a blizzard or hurricane, we will enact our Severe Weather Plan and issue travel advisories on FlyFrontier.com. The Severe Weather Plan allows for rebooking of flights without additional fees for a later date when the weather improves.

    Severe Weather Plan
    When our operation is impacted by severe weather, the following plan will be enacted. Variations based on the individual situation and affected city will be posted in a travel advisory on FlyFrontier.com.

    For customers scheduled to travel on the date the severe weather begins until flights resume:

    • When travel has already begun, customers may make one itinerary change. Rules and restrictions regarding standard change fees, advance purchase, day or time applications, blackouts, and minimum or maximum stay requirements will be waived. Origin and destination cities must remain the same. Specific policy details will vary based on the nature of the event, but in general changes must be made by midnight the date flights resume and travel must be completed in a designated period which may be up to 14 days.
    • When travel has not begun, customers may make one change to their travel plans without a change fee prior to original departure time. All rescheduled travel may be subject to higher fares if it does not meet original rule or booking class.
    • Customers may request a refund of any unused portion of your ticket when the original flight is cancelled or when the original flight's departure is delayed by more than three hours.

    If known severe weather impacts your ability to reach the airport for your departing flight, you can contact our Reservations Department at 800-432-1FLY (1359) and select the option for "Existing Reservation" to reconfirm your space on the next available flight without penalty.

    If known weather delays are forecasted for your connecting destination, Frontier may reroute you through another Frontier hub. Please ask a Frontier airport representative or contact Frontier Reservations at 800-432-1FLY (1359) to inquire about being rerouted.

    Diversions

    Our pilots and flight attendants will advise you if an en route flight is required to divert to another airport. They will keep you updated during and after the diversion.

    If your flight diverts to a city other than your intended destination for any uncontrollable reason, including poor weather at your intended destination, we will do our best to continue the flight to your final destination when circumstances allow. In the event that we are unable to continue the flight to your intended destination, we will re-accommodate you on alternate flights as described above or provide ground transportation to your destination.

    When a flight is diverted to another airport served by Frontier, the Frontier airport representatives in that city will re-accommodate you. If your flight diverts to a city that Frontier does not regularly serve, Frontier will make arrangements with other ground handling agents. The flight attendants and flight crew will be the only available Frontier representatives on site.

    Compensation

    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 described above. However, if your flight is delayed more than three hours or cancelled and you choose not to accept our re-accommodation, we'll give you a full refund of any unused portion of your ticket upon request.

    Refunds

    For uncontrollable situations, you may request a refund of any unused portion of your ticket to the original form of payment for one of the following reasons:

    1. You cancel a fully-refundable Classic Plus ticket
    2. Your Frontier flight was cancelled for any reason and you decided not to accept the re-accommodation options offered
    3. Your Frontier flight's departure was delayed by more than three hours for any reason and you decided not to travel

    Refunds may be requested from a Frontier representative at the airport or through our Reservations Department by calling 1-800-432-1FLY (1359) and selecting the option for "existing reservation". Please be advised that non-refundable tickets will lose their value and cannot be changed or refunded for the reasons above unless you request the refund before the departure of the flight on which you are booked. If your flight is delayed, you should request the cancellation prior to leaving the airport of by calling our Reservations Department before the flight departs.

    If you request a refund of your ticket, you can expect the refund to be processed within seven business days from the date you requested the refund. Should you have any questions on the status of a refund, please contact our Refunds Department at 1-800-432-1FLY (1359) and select the option for "refund status" from 6 a.m. to 6 p.m. (Central) Monday through Friday.

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    14. Meeting Customers' Essential Needs During Long Tarmac Delays

    Sometimes a flight may be delayed on the ground before receiving takeoff clearance from Air Traffic Control, after landing at your destination, or during a diversion to another airport. These delays, known as tarmac delays, are rarely of extended duration. If your flight experiences an extended tarmac delay after you have boarded or after the plane has landed, we commit to providing timely information on the situation. We will also provide for your essential needs including food, potable water, operable restroom facilities, and, if safety and security conditions allow, access to medical treatment. Please see our Extended Tarmac Delay Contingency Plan for more details of how we handle long delays onboard an aircraft on the ground to ensure your essential needs are met.

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    15. Refunding Purchased Optional Products or Services

    Our optional service fees are nonrefundable once paid.

    However, we believe you should get what you pay for. If you have purchased a seat assignment and a comparable seat (STRETCH, SELECT, or STANDARD) is no longer available due to an aircraft change or other unforeseen event, including re-accommodation to a flight without available STRETCH or SELECT seats, we will provide you a refund for the amount you paid for your seat. If your flight is cancelled or delayed more than three hours, we will also provide you a refund of your seat assignment fee if you choose to cancel your reservation and not accept our re-accommodation options. If you don't receive your refund at the airport, you can contact our Customer Relations Department by email or by calling 1-800-432-1FLY (1359), then requesting the option for "refunds" and then "completed travel" to arrange for the refund.

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    16. Providing Prompt Ticket Refunds

    Once the proper documentation is provided, we will issue refunds for eligible domestic and international tickets within 7 business days of receiving the completed refund request for purchases made with credit cards and within 20 days of receiving the completed refund request for purchases made by cash or check.

    You may be eligible for a refund of any unused portion of your ticket for any of the following situations:

    • You purchased a fully refundable ticket.
    • Your flight is cancelled or delayed more than three hours and you choose not to accept the alternate transportation that we offer. In addition, we will also refund any optional fees that you paid for your flight, including any seating fees and baggage fees, if you decide not to travel or if you are rebooked on a flight where a service that you purchased is not available.
    • You have an Emergency Travel Situation that is eligible for a refund as per our policies described on our website at FlyFrontier.com.

    You may request a refund for a Classic Plus ticket by visiting the My Flights section on FlyFrontier.com or calling our Reservations Department at 800-432-1FLY (1359). Alternatively, you can complete the online refund form.

    To check on the status of a refund, please call us at 800-432-1FLY (1359) and say "Other Options" at the first menu then "Refunds" at the next menu from 6 a.m. to 6 p.m. (Central) Monday through Friday.

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    *Summit and Ascent status will be retired on February 19, 2015 and a new elite tier, Frontier Elite will be launched on February 20, 2015.