Q: I booked a roundtrip flight from Dallas to Denver on Frontier Airlines recently. Frontier charged my wife’s credit card $583 on the same day. I never received a confirmation email. Frontier does not have a way to call anyone — there’s no customer service phone number — so I emailed the airline. I received a message from a reservations specialist the next day, who asked for my flight details. I provided them, but never heard from her again.
I continued emailing her but never received a response from her or Frontier Airlines.
I decided to drive to the airport to try and speak with a ticket agent. I just needed our confirmation number, which is required to check in. But there weren’t any Frontier agents at the airport. As a last-ditch effort, I tried to dispute the charges on my wife’s credit card, but her bank sided with Frontier.
I would like to be refunded $583. I never received a confirmation email and was not able to take the flight. Can you help? — Marcus Mann, Sugar Land, Texas
A: I checked with Frontier, and it says it sent you a confirmation. The email probably went to your spam folder, so you might want to check that. But a Frontier representative also noted that you had online access to your itinerary, so you could have retrieved the reservation through Frontier.com.
This may be the biggest takeaway from your case. If you’re booking online, always put the domain of your airline or online travel agency on a white list so that important emails don’t end up in your spam folder.
Frontier is one of only a few airlines that doesn’t offer phone support. It’s much easier to ignore a customer when they’re just sending emails or chat messages.
You might have tried appealing to a manager. I publish the names, numbers and email addresses of the Frontier executives on my consumer advocacy site, Elliott.org. We reached out to Frontier on your behalf, and it came back with good news.
“They should have been provided with the original confirmation number when they requested it via our online chat function,” a representative told me. “We sincerely apologize for the difficulty they experienced.” Frontier agreed to refund your airfare.
