It’s no secret that Frontier Airlines is generally regarded as unsatisfactory, to say the least. While most passengers and frequent fliers have learned their lesson, some first-time travelers still fall victim to the false advertisement and window-dressed promotion.
The question is whether Frontier Airlines is inherently bad or considered unfavorable because it seems relatively bad when compared to other high-end airlines.
In this honest review, we will discuss some of the problems with Frontier Airlines and see if this airline deserves the benefit of the doubt!
Frontier Airlines and Its Hidden Fees
One of the dominant issues that I, along with several other frontier passengers, have come across is the plethora of unpredictable hidden charges. Using these undisclosed fees is not only unethical, but it also falsely advertises the airline, building a distorted sense of cost effectiveness for customers.
We complete the purchase based on the website’s advertised prices, but towards the end, Frontier tends to add a ton of junk fees. The worst part is that the customer is neither informed about this nor warned, so when we receive the final bill, we can’t help but feel deceived.
Some examples of frontier hidden fees include the cost of bringing a carry-on bag. While most, if not all, the airlines charge additional fees for oversized luggage and extra bags, Frontier beats the game by stepping one step ahead, not in the right direction, unfortunately. They charge you a carry-on bag fee and a charge for choosing your preferred seat, which are essentially non-monetary provisions by non-budget airlines. Your bag can be under the size limits, and they will still charge you.
While you may be fooled by their “low fares” and “cheap rates”, they hide all of these secret fees, and you only find out about them when it’s too late. Adding these up, you’ll essentially be paying the same amount as you would to many other decent low-budget airlines.
Other charges
Apart from the standard fares and charges discussed above, which are fairly well known at this point, Frontier also charges extra fees for any name changes. For something as simple as fixing your flight details, passengers are expected to pay a hefty sum of $75. You’ll have to pay an extra cost of $23 for online booking, which makes the process all the more costly.
If that wasn’t enough, passengers have to pay $99 if they want to cancel the flight once the 24-hour period has passed. All of these charges have earned Frontier Airlines a bad image in the airline market, and customers are wary of their tactics.
Lack of Amenities
Frontier flights are also known for their limited facilities and in-flight amenities. To be fair, I found the boarding process to be quite efficient. The people who had paid extra to sit in front (or priority boarding) were taken in groups, while the others followed suit with the instructions from gate agents. Shortly after, the plane took off right around the estimated departure time.
However, once inside, there were limited food services and even more constricted entertainment options. Even though I had paid for a “premium seat”, the only service I got was the extra leg space. This, in theory, wasn’t a lot, but it sure was more than other passengers. The seating was also uncomfortable, leading to several cramps during a short flight.
Other than that, they fail to provide in-flight entertainment at all. My seat didn’t even have a TV, and there weren’t any complimentary snacks, even in regard to a water bottle. It’s best to take your own snacks if you don’t want to buy the airline’s overpriced food. Personal devices for entertainment purposes are also recommended.
It’s safe to say that while Frontier airline flights can “get” you from one destination to another, you can not expect the journey to be enjoyable.
The Horrible Customer Service
If there is one thing more terrible than being bombarded with unexpected charges and unsatisfactory flying experience, it’s the staff employed by Frontier Airlines. As if it’s not bad enough to pay more than you expected, the entire customer service staff is extremely rude and unprofessional. If you approach them with any questions, queries, or doubts, they respond with disengagement. Not only that, but it’s very obvious that they are not well-versed about the airline itself, and they simply don’t have the answers.
To give some examples, the flight attendants on the plane are not trained in customer service, and they barely pay attention to the task at hand. In fact, you have to ask multiple times to get something. Many passengers have complained about staff causing trouble with checked bags and carry-on luggage, even if it’s the right size.
The customer service staff employed in phone and email assistance is regarded as terrible for several reasons. They are ambiguous in their answers and barely help with the query at hand. If their rudeness isn’t bad enough, their lack of knowledge delivers the final blow.
It’s understandable that Frontier is a budget airline, but nevertheless, customer service staff should be able to solve the problems that passengers may face. This is an issue mostly faced by people who seek a credit return, miles redemption, or a change in their flight details.
Unreliable Service
Frontier is especially bad during peak seasons such as holidays or vacation time. You can not expect to be informed in case your flight has been delayed or cancelled. They won’t help you in any case, leaving you stranded. The relevant agent will make reimbursements or refunds impossible, making the experience horrible and stress-inducing.
While this hasn’t happened to me personally, there have been several reports where the customer would be waiting at the airport for hours, and there’d be no update regarding flight delay or cancellation. This can be a complex situation if you are in a hurry or if you are in a foreign country. Frontier’s lack of cooperation and terrible communication will leave you stuck there because they won’t warn you to make timely adjustments.
Positive Aspects of Frontier Airlines
In the spirit of “glass half full”, let’s talk about some positive things and services that this airline offered to me.
Accessible website
Frontier certainly makes a promising first impression via its accessible website and Frontier app. This airline allows you to book flights through their interactive website as well as their user-friendly mobile app, enabling you to go through the booking process easily. You can compare ticket prices and select flights in a fairly easy way; the online system gives you the option of searching for all potential flights, choosing seat assignments, and flight plans. Not only that, but the interface lets you track your flight status in real time, have access to your boarding pass, and even manage your booking.
At prima facie value, Frontier comes across as an adequate airline.
Low-cost carrier
Despite everything, the frontier is still one of the cheapest options out there. If you are a budget traveler looking to secure a quick flight urgently, then this may be a good option for you. You can not expect top-tier service like major airlines, in any case, but you can expect affordable rates. If luxury is not a priority for you, then Frontier may not be all that bad.
Nevertheless, given all the factors, it will never be the “best option” and seeing so many reviews, you are unlikely to have a great experience.
Availability of promotions and deals
Another good thing about Frontier (its marketing team, to be exact) is the range of promotions they offer throughout the year, along with customer-attracting deals. These sales promotion techniques allure the budget travelers and establish the airline’s image as a discount airline.
One thing that attracted me for the first time was their targeted marketing, aimed towards family travelers. If you sign up for their discount den membership, you get to enjoy additional benefits such as “kids fly free”. You also get the benefit of taking a friend for free if there is a round trip booked. If you are willing to tolerate all the other issues for the sake of relatively lower fares, then this would certainly strike as a great deal.
Final thoughts
In conclusion, we can say that Frontier is bad for long-haul flights and international destinations. It’s been regarded as the “worst airline” by many people. To put it mildly, I can say that my personal experience with this airline wasn’t delightful either, and I won’t be returning for a second time. The false advertisement and bad customer service weren’t worth the low costs.
However, I also acknowledge that individual experiences, especially in the context of the services industry, can be very subjective. Before your next flight, make sure to read Frontier Airlines’ reviews and weigh them against your priorities, preferences, and other options. Once you have done that, you can make a well-informed decision.
Either way, the airline can definitely provide a better value for money by improving its customer service. Another great thing would be transparency, as most passengers would prefer upfront knowledge of costs rather than last-minute surprises on their credit card, that they may or may not be able to afford.
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