Notifications of Delays, Cancellations, Diversions
Frontier will alert passengers by email. If no email address provided, Frontier will attempt to make a phone call. If the ticket was booked through a travel agency, Frontier will contact the company. Flight status is available online and through the reservations department phone line.
Delay announcements will be made at the gate and on board the aircraft every 15 minutes.
Cancellations by Traveler
Except for tickets purchased for travel within 7 days (168 hours) of purchase, a passenger may obtain a full refund for up to 24 hours after the time of purchase. After 24 hours have passed from the time of ticket purchase or for tickets purchased less than 7 days (168 hours) before the scheduled departure time, rules for canceling a ticket depend on the fare purchased and refunds will not be given for Economy tickets.
If a passenger purchased the ability to refund/change/cancel your ticket, which Frontier may have offered and a passenger may have purchased including all tickets sold as Classic Plus tickets and THE WORKS!, that passenger can visit FlyFrontier.com and either apply the value of the purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of the purchase for use within one year of the purchase date. Economy tickets will retain their value for 90 days, and the value of the ticket may be applied toward the purchase of a future ticket subject to a change fee of $90. Economy tickets must be cancelled prior to the departure of a flight in order to retain their value.
Cancellations Within Airline Control
If the flight is delayed, canceled, diverted, or if the passenger misses a connecting flight due to controllable situations, Frontier will place the passenger on their next available flight at no additional charge or fare.
When a passenger is delayed because of a change in Frontier's schedule, arrangements will be made to transport the passenger over its route system to the destination, next stopover point, or connecting point shown on its portion of the ticket, without stopover when possible, and to refund the ticket or unused portion of the ticket in accordance with rules.
Cancellations Beyond Airline Control
Frontier will place passengers on the next available Frontier flight to their destination at no additional charge or fare. If a passenger's flight is canceled, Frontier will give the passenger a full refund of any unused portion of the ticket.
If the flight is delayed, canceled, or diverted, or if the passenger misses a connecting flight due to controllable situations, Frontier will place the passenger on their next available flight at no additional charge or fare.
In the event that a passenger's flight is cancelled, a passenger is denied boarding because an aircraft with lesser capacity is substituted, a passenger misses a connecting Frontier flight due to a delay or cancellation of a Frontier flight (but not flights of other carriers), or a passenger is delivered to a different destination because of the omission of a scheduled stop to which the passenger held a ticket, to the extent possible, Frontier will provide transportation on its own flights at no additional charge to the passenger’s original destination or equivalent destination. Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing.
To the extent possible, onward transportation will be provided to passengers who experience a delay or missed connection due to a schedule irregularity. Frontier will transport passengers on its own route system without stopover on its next available flight at no additional cost. If the airline is unable to provide onward transportation over its own route system that arrives within three hours of the passenger's original itinerary, Frontier will attempt to arrange for the passenger's transportation on another carrier or combination of carriers if available with whom Frontier has ticketing and baggage agreements for such transportation, and Frontier will provide a refund of the unused portion of the ticket if the passenger chooses not to travel.
Passengers will be provided one night's lodging when a flight on which the passenger is being transported is diverted between the hours of 10 PM and 6 AM to an unscheduled point with a delay expected to exceed four hours, or when a flight is late, causing the passenger to miss a connecting flight and alternate transportation is not available until 6 AM the next day. Hotel accommodations will not be furnished to a passenger whose trip is interrupted at any point en route when the interruption is due to uncontrollable situations.
Any ground transportation will be provided via public transportation. Amenities will be provided consistent with special needs or circumstances, as deemed reasonably necessary to maintain the safety or welfare of certain passengers, such as those individuals with a disability or unaccompanied children. A passenger will be provided with a voucher to purchase one snack or meal if delayed at least four hours for controllable situations.
Standard compensation rates are as follows: If the controllable delay is between two hours and three hours and 59 minutes, passengers will receive no compensation. If the controllable delay is between four hours and five hours and 59 minutes, passengers will receive $25 plus a meal voucher. If the controllable delay is six hours or longer, or the flight is canceled, passengers will receive $50 plus a meal voucher.
Frontier will place passengers on the next available flight to their destination at no additional charge or fare. If Frontier can't get a passenger on a Frontier flight scheduled to arrive within three hours of the original itinerary, staff will try to arrange for the passenger to fly on another available carrier or combination of carriers with whom Frontier has agreements. If a passenger's flight is canceled or the flight's departure is delayed more than three hours and the passenger chooses not to accept Frontier's re-accommodation, Frontier will give the passenger a full refund of any unused portion of the ticket. If uncontrollable situations delay a passenger's travel plans overnight, Frontier will extend the best rate possible on discounted hotel rooms in the area.
Onboard Ground Delays
For all flights that remain at the gate with the door open 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) from which there is an opportunity to deplane, Frontier will notify passengers that they have the opportunity to deplane from the aircraft and repeat that notice every 30 minutes thereafter while that opportunity continues to exist.
For all flights that have departed from a gate without taking off or after a flight has landed without arriving at a gate, Frontier will notify passengers of the status of the delay every 30 minutes while the aircraft is delayed, including the reason for the delay, if known.
No later than 120 minutes after a delay begins, Frontier will ensure that all passengers have food and water. At 150 minutes after a delay begins, Frontier will look to return the aircraft to a gate or move to a remote parking location where passengers can be afforded the opportunity to deplane. By no later than 180 minutes after a delay begins, Frontier will return the aircraft to a gate or other location where passengers will have the opportunity to deplane, unless the pilot in command determines there is a safety related or security related reason why the aircraft cannot leave its position on the tarmac, or air traffic control advice the pilot in command that returning to the gate or another disembarkation point to deplane would disrupt airport operations.
During any delay, Frontier will ensure that a comfortable cabin temperature is maintained, access to medical attention is available, and operable lavatory facilities are available.
Overbookings (Involuntarily Denied Boarding)
In an event that a flight is overbooked, Frontier will solicit volunteers to give up their seats. As thanks for the cooperation of these volunteers, Frontier will provide them with alternative travel accommodations and an electronic credit usable toward future transportation on a Frontier flight within one year of issuance. If there are not enough volunteers, other passengers who check in after all seats have been assigned may be denied boarding involuntarily. If a passenger is denied boarding involuntarily, Frontier will provide the passenger with a written statement that describes his or her rights as a passenger and explains how the airline has determined boarding priority for an oversold flight. If there are fewer seats available than people who have checked in, general, the last passenger to check-in would be subject to removal.
For domestic flights, Frontier will compensate a passenger for involuntary denied boarding based on the new arrival time after the originally scheduled arrival time as follows: If the new arrival time is within 59 minutes, there is no compensation. If the new arrival time is between one hour and one hour and 59 minutes, the passenger will receive 200% (two times) of the one-way fare, up to $650. If the new arrival time is within two hours or more, the passenger will receive 400% (four times) of the one-way fare, up to $1,350.
A passenger who has been denied boarding, whether voluntarily or involuntarily, will be transported on the next available flight on which space is available and at no additional cost to the passenger. If onward transportation cannot be provided on Frontier's own route system within three hours, Frontier will attempt to arrange for transportation, at no additional cost to the passenger, on the first available flight of another airline with which Frontier has a ticketing and baggage agreement. If a passenger who has been denied boarding voluntarily or involuntarily wishes to modify the travel date, the ticket will be honored for travel within 72 hours at no additional cost. Passengers denied boarding will be compensated with an electronic travel certificate good for transportation on the airline.
Involuntary refunds are provided when Frontier is unable to accommodate the passenger. Upon surrender of the passenger's unused ticket or portion of the ticket, the refund amount will be as follows: If no portion of the ticket has been used, the refund amount will be equal to the fare and charges paid for the ticket issued to the passenger. If a one-way ticket has been used, and travel was terminated at origination, the refund will be equal to the fare paid for the unused segments. If travel was terminated at an intermediate or stopover point, the refund will be equal to the fare paid from the point of termination to the destination or the point at which transportation is to resume and will be the lowest one-way fare for the class of service paid for, minus any discount. If a round-trip or excursion fare was purchased, the refund will be equal to the unused portion of the ticket.
For more information, visit FlyFrontier.com.