Frontier Airlines

Reclamar dessa empresa

São Paulo - SP

07/07/2025 às 20:09

ID: 221505887

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Complaint to the U.S. Department of Transportation
Airline: Frontier Airlines
Reservation Code: *****
Flight Date: June 6, 2025
Route: Las Vegas (LAS) to Orlando (MCO)

To Whom It May Concern,

I am writing to formally file a complaint against Frontier Airlines regarding misleading conduct by their airport staff, unjust baggage fees, and refusal to refund fees that were promised to be reimbursed.

Here is the summary of events:

1. Bag Fees Paid
I paid over $100 in baggage fees for:
1 carry-on bag (up to 10 kg)
1 checked bag (up to 23 kg)

My carry-on bag weighed approximately 10 kg. My checked bag was under 23 kg (approximately 18 kg).

Frontier advertises $29 for a standard bag under 21 kg. I was charged more than $75 because I truthfully declared the actual weight of my checked bag.

2. Staff Misrepresentation at Las Vegas Airport
At the departure gate in Las Vegas, a Frontier Airlines staff member told me the flight was full and asked me to voluntarily check my carry-on bag.

I told her I had already paid for both carry-on and checked bags and that I needed items from my carry-on during the flight.

She assured me that if I checked the carry-on bag voluntarily, I would be refunded, since the charge had already been made and she needed my help to manage overhead bin space.

3. Frontier Airlines Denies Refund
I contacted Frontier after the flight to request the refund, as promised.

I received two email responses from a representative named Mohmmad Aseem, who:

Acknowledged that I paid for the carry-on.

Admitted that I was asked to check my carry-on to assist staff.

Still refused to issue a refund, claiming that because I had used my carry-on allowance, it "does not qualify for a refund."

4. Why This Is Wrong
I acted in good faith, trusting the Frontier staff member who assured me of the refund.

I only checked my carry-on because of her promise otherwise, I would not have agreed, especially since I needed items from that bag during the flight.

Now Im being penalized because your staff misinformed me, and Frontier refuses to take responsibility.

I also feel punished for being honest had I lied and said my bag weighed less than 21 kg, I would have paid only $29 instead of over $75.

I Request:
A full refund of the carry-on bag fee that I paid and was promised would be refunded.

That DOT reviews this case as an example of misleading behavior by airline staff leading to financial harm for the passenger.

I am attaching (or can forward upon request) the email communication with Frontier proving their refusal, as well as payment receipts and the reservation code. I trust that the DOT will help protect consumer rights in this matter.

Thank you for your time and support.

Sincerely,
*****
email: *****