Frontier Airlines may depend upon ancillary revenue to be profitable, but charging a woman twice for a single bag and then refusing to refund the double charge strikes me as a poor way to do business…and perhaps a pattern of practice?
Did Frontier Airlines Double Charge For Carry-On Then Refuse To Make It Right?
Abbey Colville told her story through consumer advocate Christopher Elliot, who syndicated column often tackles travel-related customer service issues. She was traveling on Frontier Airlines from Detroit (DTW) to Denver (DEN) and the incident occurred on her return journey in Denver.
She was traveling with a single article of hand baggage. She thought it was small enough to be classified as a personal item (no charge, as long as it fits under your seat and is within the dimensions 14″H X 18″W X 8″D including handles, wheels and straps). However, during check-in she was told it was slightly too large and she would need to pay for a larger carry-on item.
So she did…for $99…on the Frontier Airlines website.
But at the gate she was stopped again and told she would have to pay for her carry-on. When she told the gate agent that she already had paid for it, the gate agent did not see the charge and forced her to pay the $99 again.
Colville wrote to Frontier after her trip requesting a refund for the second $99 charge (both charges posted). However, Frontier denied the request:
We evaluated this reservation, and our records show that you added one carry-on bag; however, you were also bringing a personal item, and according to our policy, this luggage did not meet the required dimensions for personal items, and airline administrations will implement the enforcement of luggage that does not satisfy the size standards, which in this case was considered a carry-on.
Luggage fees are non-refundable by policy. As a result, the gate representatives proceeded with the accurate application of $99.00, the standard airport price for carry-ons.
Wait just a moment, said Coville. She was only traveling with ONE bag total. In fact, it actually was not too big to fit in the personal item sizer, but was close to the limit. The objection was not over the $99, but over the double charge.
But Frontier insisted:
We regret that the solution provided was not what you expected; however, our records show that you are bringing a carry-on bag and also a personal item, and as you can see from the photo that you sent to us, your personal is greater than the measures established by Frontier and does not meet the required dimensions for a personal item.
We understand that this charge was unsatisfactory and unexpected, so as a one-time exception, we want to offer you a $100 coupon that will be valid for 90 days and can be used towards future flights.
Now I am going to assume that Elliott confirmed that there was no second bag which may have been too big. If she did have two bags, then his story is rot. But the story makes explicitly clear that Coville was traveling with just as single carry-on item.
He reached out to Frontier Airlines on her behalf and they refunded her $99.
But why did she have to the media in order to get a refund if she was only carrying one bag?
I understand her predicament. I certainly would pay up if the threat was that I do not otherwise travel. I’d deal with the $99 later as Coville did.
Still, I have to wonder how often this sort of game happens. Is Frontier’s software not savvy enough to pick up when a passenger pays for a carry-on bag after check-in? Are agents incentivized to squeeze every penny out of passengers? (Yes, they are)
CONCLUSION
A Frontier Airlines passenger was double-charged for her carry-on bag and Frontier refused to refund her for the double charge…until a consumer advocate got involved. Instead, Frontier claimed she was actually traveling with two bags when she claims she was only traveling with one. This is a disturbing reminder that consumers are often placed at an inherent disadvantage when dealing with an airline and are left to take draconian steps to remedy errors that should not have occurred in the first place.
One other takeaway: when traveling on a so-called “ultra-low-cost-carrier” you should pack as light as possible.
Have any of you had a similar double charge experience on Frontier Airlines?
> Read More: Frontier Airlines Pays Bonus To Gate Agents For Stopping Oversized Bags
(image: Reddit // H/T: Troy)
“I am going to assume that Elliott confirmed that there was no second bag ”
Bold move.
Lol. Well, if not than he is far worse than any clickbait you or I write.
I did not quote it, but he claims he verified a photo showing she had only one bag.
Read the comments on the article. He did not.
Well, when it’s been revealed that Frontier service reps get bonuses for luggage fees, it’s not surprising that suddenly passengers are charged for bags that are “close to” the size limit. The gate agents can basically hold everyone hostage.
I never understand why people never dispute the charge with their credit or debit card company. It makes the carrier have to defend themselves more and with evidence.
Agreed generally, but it could lead to a flight ban.
Minor disagreement with Chris Elliot: I don’t think consumers should fret about being “close” to the limit. If you’re 1 gram below or 1mm below, you’re “in”. She should have taken pictures of the bag in the sizer and/or weight limit, don’t argue with the agent, pay, and make like a tree and get on the flight. (Try to get the agent’s name though.)
Yes, it’s a risk that one might get flight banned by the OP says she doesn’t intend to fly with Frontier again anyway and think of this scenario in that if someone gets banned for an invalid credit card charge, the credit card company may back up the consumer. Not only that, but I’d take the matter to the DOT Consumer Affairs as well.
What I worry about is that making passengers in this case have to be “guilty before innocent” and come in way below the limit for a carry on bag size/weight will incentivize airlines to engage in discretionary charges like this and reward over aggressive agents.
Would that be a bad thing?
I will dispute double billing of carry-on fees with my credit card company caused by stupidity. Made initial reservation May 7, 2023. Received notification of return flight schedule change May 26,2023. On date of departure, July 4, 2023, I erroneously doubled charged carry-on fees of $402 for three passengers thinking that I forgot to pay the fees initially. Let’s just say I got confused with the concepts of free personal item and carry-on plus I saw ‘0’ carry-ons. I immediately brought up the error with Frontier and was told that agents cannot process refunds and was given a refund card with a code to scan. I could not get past the reason for the refund. Duplicate/Overbooking of carry-on fees was not on the list. I tried doing ‘duplicate reservation’ hoping it would work for ‘duplicate billing’, but instead it asked for other reservation number. Then I saw purchase fees such bags, seat assignments and perks were non-refundable under questions and answers. I am mad and frustrated for I am a deaf man and could not get any form of customer support (phone call or chat box). No time to send email for the erroneous purchase was made on the departure date.
I just had Frontier schedule change a flight on me… to have my return flight depart prior to my outbound flight (thus reversing my origin/destination for the day). Because the outbound flight did not have a schedule change, they refuse to provide a refund or move the flight without change fee/difference in fare, or do anything to make my trip possible other than, as a one time courtesy, offer me a credit to go and book it myself again at a fare no longer available of course. I did get a lengthy full page lecture from Frontier via email on the reason for schedule changes, including delayed delivery of new aircraft, changing market demands, airport constraints, etc., which is completely irrelevant.
I flew out of Philadelphia on June 21 & checked 1 bag going & 1 bag returning, they charged me for a carry on even tho I didn’t have one & I couldn’t get a refund. I called & they said once it’s paid for I couldn’t get a refund.
They scammed u! I bet they set up their system to do this even when customers like yourself have no carry-on! Frontier seems to be a low down scam artist. Be very wary of flying with them.
I would never fly Frontier, Allegiant, Ryanair or the like. You’re not saving money but opening yourself up to a horrific experience.
Yes I have had frontier charge for a bag that was able to fit as a personal item but they said it was too big/ the handle poked out – even though it fit under the seat in front- they do this to everyone – it is bait and switch and the gate agents profit – I won’t fly them again
Always get a paper receipt to show the next agent that contains all relevant information such as date, flight, seat, etc. I have not found a reason to use Frontier or Spirit and reports like these will probably keep me away in the future. It seems that people are signing up for abuse and sometimes get it. Paying $99 for a small bag makes the flight cost no longer low priced.
Frontier is trash
I paid for my son’s carry-on while I made the reservation. He was charged again. At that time, I did not pursue it but yes, they tend to charge twice.
There have been many documented cases of this kind, and I can’t understand why the FAA allows Frontier to continue to abuse the public.
Just do a chargeback and they will have to give the refund and get hit with a 15.00 processing fee
The government needs to ban airline coupons, if they “refund” a charge or changed flight they need to give you credit.
Frontier is the biggest rip off I bought the go wild pass for one year and can’t even get a flight. No customer service available. U have to talk on line. They are worst tha punzey scam.
Frontier (as in the original Frontier Airlines of the 60’s, 70’s, 80’) was great. Now, Frontier is a waste of one’s time, effort and money.
What a truly trash airline I would not fly them if they were the only carrier going to a city that I needed to go to
I worked for Frontier for several years and they are obsessed with profits. They have an awful culture for employees in that if you don’t like it here or you make to much $, well, there is the door. I don’t understand why anyone flies them. It would be like drinking Bud Light, why would you do that. After all there stupid fees which by the way there is an outstand class action lawsuit filed in the State of Florida, I hope Frontier loses, they are an awful company because they treat there customers like dirt
I have not had a problem with double billing, but I do have a problem with their bag sizer. Frontier and Spirit both have the same size “personal item” dimensions – 18x14x8. I bought a cheap bag at Walmart that they called 18 inches and removed the wheels and feet. Made a handy little bag that I could carry and pack enough clothes for a short trip. It fits in the Spirit bag sizer nicely but won’t go in Frontier’s. I only flew on Frontier with it once a couple years ago and they didn’t check it at the gate.
I need help Frontier needs to be stopped. I was double charged for my entire flight and I told them immediately. I received to different confirmations for the same flight. I trusted them when they said I would receive refund in 7 days. It has been months and they will not refund my money They turned around and said I took one flight and was a no-show on the other They have me late on all my bills I feel like they pray on low income people and I need help I want to file a lawsuit against them and they will not even return my calls or my emails They actually told me to prove that the bank took the money out of my account and once I proved it they told me to give them 90 days for processing and they will get back to me They have not even promised to refund the money They said that the 7-day email to refund was protocol from the system This experience has been the worst in my life I have never been late on my bills until I flew with Frontier airlines.