Our trip from John Wayne Airport To Las Vegas started with an incredibly frustrating baggage check-in experience. The Frontier app tricked us into purchasing the business package. It was presented as the only way to check bags, and it included two checked bags per person, far more than we needed.
Arriving at the airport, the baggage check-in line was long and slow. It felt like an eternity, and no staff were at the counter. Being first in line, we worried about missing our flight due to the delayed baggage attendant. Realizing many others were also waiting with no assistance, I tried contacting Frontier customer service but received no help. I resorted to calling the airport and paging the baggage attendant to get someone to the counter to check our bags before security.
Finally speaking to an attendant, I explained we were charged for six bags – two per person – when we only had three bags for three people. She advised contacting Frontier for a refund for the unnecessary bags. However, reaching Frontier was impossible by phone. Their automated chat system was a maze, eventually connecting me to a representative who claimed they couldn’t assist. After persistent complaints about this frustrating situation, they issued a flight credit. This was a disappointing resolution, as we are determined to NEVER fly Frontier again and have no use for a credit.
Frontier charged us nearly $500 to check three bags – an outrageous amount! Customer service offered nothing beyond a flight credit, and our concerns felt ignored. We will never choose Frontier Airlines again. This experience felt like pure manipulation and theft. They should be ashamed of this practice.
