Dear travel problem solver: I recently booked a round-trip flight from Dallas to Denver with Frontier Airlines. Frontier charged my wife's bank card $583 the identical day. I never received a confirmation email. Frontier has no method to call anyone – there isn’t any customer support phone number – so I emailed the airline. The next day I received a message from a reservation specialist asking for my flight details. I provided her but never heard from her again.
I continued to email her but never received a response from her or Frontier Airlines. I discovered a phone number that I believed was for Frontier, but after I called it I used to be placed on hold for quarter-hour. An individual answered the phone again and said that they were in “queue” at Frontier and needed my full bank card number because they “knew Frontier would need this information.” That's after I knew it was a scam and hung up.
I made a decision to go to the airport and take a look at to discuss with a ticket agent. I just needed our confirmation number which is required to ascertain in. But there have been no border agents on the airport. As a final resort, I attempted to dispute the charge on my wife's bank card, but her bank sided with Frontier.
I would love a refund of $583. I never received a confirmation email and was unable to board the flight. Can you help?
ANSWER: Frontier must have sent you a flight confirmation. If it doesn't, it must have a minimum of responded to your emails and sent you a confirmation. Their ultimate solution – a bank card dispute – made perfect sense. Your airline charged you a fee but didn't send you a ticket.
I checked with Frontier and so they say they sent you a confirmation. The email probably just ended up in your spam folder, so you may want to ascertain that. However, a Frontier representative also noted that you simply had online access to your itinerary, so you may have accessed the reservation through Frontier.com.
This could be the biggest takeaway out of your case. When booking online, at all times whitelist your airline or online travel agency domain to stop vital emails from ending up in your spam folder.
You had quite an adventure getting confirmation to your flight. In the tip, to procure a second ticket to get to your destination. None of this could have been mandatory. Frontier is considered one of the few airlines that doesn’t offer phone support. It's much easier to disregard a customer in the event that they only send emails or chat messages. I doubt this may have happened on a full-service airline even in case your confirmation had ended up in your spam folder.
By the best way, good job spotting this scam! Many people have fallen for the airline's call center scam, especially Frontier customers who wish to speak to someone. Never give your bank card number to anyone in this fashion.
You might need tried raising this with a manager. I publish the names, phone numbers and email addresses of Frontier executives on my consumer protection page. Elliott.org. In the tip, this case was somewhat confusing for my advocacy group and required a team effort to resolve. We reached out to Frontier in your behalf and so they got here back with excellent news for you.
“They should have received the original confirmation number when they requested it through our online chat feature,” a representative told me. “We sincerely apologize for the difficulty you experienced in attempting to retrieve the original confirmation number and resolve this matter.” Frontier has agreed to refund your airfare.
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