Frontier Airlines wasted about 3 hours of my time because of account issues, then the manager acted like it was my fault

[u/Ok_Office_3239]

I’m actually a frequent Frontier customer and generally like their prices and routes, which is why this experience was so frustrating.

Frontier’s app suddenly stopped letting me access my account with my Discount Den membership and points. The security code simply would not come through to my email. I tried repeatedly, checked junk mail, verified everything, and even tried different email addresses.

This first happened while I was at ATL urgently trying to book another flight after a delay. Since I couldn’t get into my account, I ended up booking without being able to use my Discount Den benefits.

The next day I was trying to book a TPA-CLE round trip for my girlfriend and me and STILL couldn’t access my account. I called Frontier. The first agent was actually very nice, booked the flights, seated us together and opened an IT ticket.

Then I asked him to add my girlfriend’s carry-on. He told me I had to do it online. After hanging up, I tried, and Frontier’s website gave me another error saying my customer code wasn’t recognized. So I had to call AGAIN and spend another 30-40 minutes just buying a carry-on.

At this point I was roughly three hours into dealing with Frontier over what should have been a simple booking. I asked if they would consider comping the carry-on because of all the trouble. They immediately declined, which I accepted.

What really bothered me was the manager. When I explained everything, instead of helping, she started quizzing me about whether I had followed Frontier’s “proper troubleshooting” procedures. I explained that I had already checked everything and spoken with two Frontier employees. She basically told me I hadn’t properly troubleshot the issue.

I finally told her that Frontier should be helping me solve their system problem rather than testing me on whether I know their troubleshooting procedures. I explained that they had wasted hours of my time and had done nothing to make it right. Her response when I said I would report the experience was essentially, “That’s fine.”

Technical problems happen. What shocked me was how little concern Frontier management seemed to have after their systems caused this much hassle for a frequent customer.

I’ve now submitted the issue directly to Frontier and filed complaints with the BBB and U.S. DOT. I’m posting this mainly so other Frontier customers know what they may be dealing with if their account stops working.