Frontier Airlines
Customer Service

We had booked a flight on Frontier but had accidentally booked the flight for AM instead of PM. After calling and being on hold for 96 minutes we were told that to change the flight would cost 3X what the tickets were worth but that Frontier offered what they called "same day exchange". We were told to call at midnight on the date of our flight and they could change the flight, as long as their was availability, for a $50.00 charge... That seemed fair to us. We called at 9pm and spoke to Tanya to check availability and were told that there was plenty of seats and we should have no problems changing and we should stay up and call at midnight. We called at midnight and the nightmare began. Sean, the rudest representative I've ever spoken to, told us that we needed to call US Airways to release the ticked and he could not help us. We proceeded to call US Airways, they told us that the ticket had been released three days prior. We called back and after a 30 minute hold were told that we could only change the ticket at the airport, not over the phone. This was the first I had heard this and the airport was an hour away, I asked to speak to a supervisor to which I was told there was no supervisor but I could stay on hold for two and a half hours until one would be available. I asked her if there was anything else she could do for us since we had now spent close to 3 hours on the phone and had received a different story each time we called. She put me on hold and 22 minutes later a "supervisor" came on the line (after one not being available 22 minutes earlier). Mia, the supervisor, told me that we were the ones that "screwed up" the reservation in the first place and that it wasn't her fault that she couldn't do anything for me, she didn't know why I was given false information from 4 people previous to her about changing the ticket over the phone but is wasn't her problem. She said that her shift was almost over and she had to end the call and hung up on me.

Company: Frontier Airlines
Country: USA
State: Colorado

  <     >