Plan de Servicio al Cliente
1. Ofrecer la tarifa más baja disponible
Nuestras tarifas más bajas están disponibles en nuestro sitio web, FlyFrontier.com. Es posible que ciertas tarifas, como nuestras promociones por internet, no estén disponibles para nuestros agentes de reservas y solo estén disponibles en FlyFrontier.com.
2. Comunicar demoras e interrupciones de vuelos
Sabemos que es importante mantener a los clientes informados y haremos todo lo posible por asegurarnos de ofrecer información de vuelos precisa y actualizada. We will update customers about known delays, cancellations
We recommend you add your email address and phone number to your reservation, either when you book at FlyFrontier.com or
3. Entregar el equipaje puntualmente
Siempre trataremos de que tu equipaje documentado también esté allí cuando llegues a tu destino. Si tu equipaje no llega en tu vuelo, dirígete a la Oficina de Servicios de Equipaje -ubicada en el área de reclamo de equipaje o en nuestro mostrador de boletos- para informar que tu maleta está demorada. Si tu maleta no llega, te pedimos que nos lo informes dentro de las 4 horas de tu llegada. El agente de servicio al cliente creará un archivo de seguimiento y te irá informando sobre el estado de tu maleta.
We will get you on your way as quickly as possible and cover your immediate, reasonable needs while you wait for your baggage, including reasonable expenses that result due to delay in the delivery of your baggage as required by Department of Transportation regulations (domestic flights) and applicable international treaties (international flights). We'll make every reasonable effort to find your baggage and get it back to you within 12 hours for domestic flights and within 15 or 30 hours for international flights. We will also reimburse you for any fee charged to transport a bag if that bag is significantly delayed or lost.
Te recomendamos poner tu información de contacto tanto dentro como fuera de todo el equipaje documentado y de mano. Intentaremos contactar a cualquier persona cuyo nombre aparezca en una maleta cuando encontremos equipaje documentado no reclamado que tenga un nombre y dirección o número de teléfono.
RECOMMENDATION: Items of necessity such as medication, keys, passports and anything of significant value (such as electronic devices, computers, cameras
4. Permitir hacer o cancelar reservas sin pago
Frontier no guarda reservas que no se hayan pagado.
Los reembolsos de reservas se hacen siete días (168 horas) o más antes de tu salida programada, siempre que el reembolso se solicite dentro de las 24 horas de tu reserva inicial.
5. Provide Prompt Ticket and Ancillary Service Fee Refunds
We will promptly process refunds for eligible domestic and international tickets to your original form of payment when ticket or ancillary service fee refunds, including checked baggage fee refunds, are due, unless you agree to receive the refunds in a different form of payment that is a cash equivalent. . Due to billing cycles, a credit card statement may not reflect a refund immediately.
6. Notification of Refund Eligibility
If and when we offer you alternative transportation, travel credits, vouchers, or other compensation in lieu of a refund, we will let you know if you are entitled to a refund. We will also disclose any material restrictions, conditions, or limitations on any travel credits, vouchers, or other compensation offered. Any travel credits or vouchers offered as an alternative to providing a refund required by 14 CFR Part 260.6(a) will not expire for at least five years from the date of issuance.
7. TRAVEL CREDITS AND VOUCHERS FOR TRAVEL IMPACTED BY SERIOUS COMMUNICABLE DISEASE
For travel after April 28, 2025, when your travel is impacted due to a serious communicable disease as described in 14 CFR Part 262, we will provide, upon request, travel credits (or vouchers) that are transferrable and do not expire for at least five years from the date of issuance.
8. Tener consideración por los clientes con discapacidades y otras necesidades especiales
Nos esforzamos en ayudar a cada uno de nuestros clientes con lo que necesiten para su viaje, incluso aquellos con discapacidades y otras necesidades especiales. We'll provide
En nuestra página de Servicio especial, puedes ver información detallada para ayudar a los pasajeros con necesidades especiales a planificar su viaje.
We will properly refund customers with disabilities who do not want to continue travel because of any significant changes to their travel plans, as described in more detail in 14 CFR Part 260.6(b). In such cases, we may offer you alternative transportation, travel credits, vouchers, or other compensation in lieu of a refund. We will also disclose any material restrictions, conditions, or limitations on any travel credits, vouchers, or other compensation offered.
9. Cubrir las necesidades básicas de los clientes durante demoras prolongadas a bordo
A veces los vuelos se pueden demorar en tierra antes de recibir la autorización para despegar del Control de Tráfico Aéreo, después de aterrizar en tu destino o durante un desvío a otro aeropuerto. Estas demoras, conocidas como "demoras en la pista de aterrizaje", rara vez duran mucho. Sin embargo, si tu vuelo sufre una demora prolongada en la pista de aterrizaje después del embarque o aterrizaje, nos comprometemos a informarte oportunamente sobre la situación. También cubriremos tus necesidades básicas como, si las condiciones de seguridad lo permiten, comida, agua, sanitarios operables y acceso a tratamiento médico. Consulta nuestro Plan de contingencia para demoras prolongadas en la pista de aterrizaje para ver más detalles.
10. Tratar a los clientes en vuelos "sobrevendidos" de manera justa
En el caso que un vuelo esté sobrevendido, pedimos voluntarios que cedan sus asientos. Como agradecimiento por la cooperación de estos voluntarios ofrecemos opciones de viaje alternativas y un vale electrónico para usar para viajar en un vuelo futuro de Frontier. Nuestro objetivo es encontrar voluntarios suficientes para que a ningún pasajero se le niegue el embarque involuntariamente.
Si no hay suficientes voluntarios, es posible que otros pasajeros que hagan el check-in después de que todos los asientos se han asignado tengan que quedarse en tierra involuntariamente. Si se te negara el embarque involuntariamente, te daremos una declaración por escrito que describe tus derechos y explica cómo determinamos la prioridad de embarque para un vuelo sobrevendido. If there are fewer seats available than people who have checked in, generally, the customer who purchased the lowest fare would be subject to removal.
Para minimizar las probabilidades de que no puedas embarcar involuntariamente, es importante que hagas el check-in lo antes posible. Puedes hacer el check-in hasta 24 horas antes de tu vuelo programado en FlyFrontier.com.
11. Disclose Refund Policies, Cancellation Policies, Mileage Program Rules, Aircraft Seating Configuration, and Lavatory Availability
We'll gladly provide you with detailed information about our refund policies, cancellation policies, mileage program rules, aircraft seating configuration, and lavatory availability.
Esta información está disponible en nuestro sitio web en los siguientes enlaces:
- FRONTIER Miles® frequent flyer terms and conditions
- Refunds, cancellations and other travel policies that apply to your ticket
- Aircraft configuration, including seat width, pitch ranges
y lavatory availability. - Todos los viajes en Frontier están sujetos a los términos de nuestro Contrato de Transporte.
Our telephone reservations staff can also provide this information upon request.
12. Notificar sobre cambios en la ruta de viaje
En el caso de que haya algún cambio en tu próxima ruta de viaje, te enviaremos un email para avisarte sobre el cambio, si es que tenemos tu dirección de email. If you purchased your ticket
13. Responder a los comentarios e inquietudes de los clientes
Valoramos los comentarios de nuestros clientes para ayudarnos a saber qué estamos haciendo bien y qué podemos mejorar. Nuestro Departamento de Relaciones con el Cliente maneja todos los comentarios y se asegura de que la información se envíe a los departamentos correspondientes dentro de Frontier.
Si tienes cumplidos, quejas o preguntas, tienes tres opciones para contactarnos.
- A través de nuestro formulario de comentarios en línea.
- Por escrito, puedes mandarnos correspondencia a: Frontier Airlines, Inc.Attn: Customer Relations4545 Airport WayDenver, CO 80239
Acusaremos recibo de las quejas e inquietudes por escrito dentro de los 30 días de recibir la correspondencia y prometemos tener una respuesta sustancial dentro de los 60 días de recibir la correspondencia.
- By chat. Type "feedback and concerns".
14. Atender a los clientes a los que se les haya causado molestias por una demora, desvío, cancelación o pérdida de una conexión de un vuelo
Cuando se trata de demoras y cancelaciones de vuelos, algunas situaciones están dentro de nuestro control y otras no.
Así es como describimos la diferencia:
- Controllable Situations are defined as delays, diversions, cancellations, or service delivery failures considered within Frontier's control (such as delayed baggage or flight delays and cancellations caused by some types of aircraft damage, mechanical issues, etc.). If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
- Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Dada su naturaleza, no ofrecemos ningún resarcimiento por eventos que no podamos controlar más allá de reubicarte en el próximo vuelo disponible de Frontier. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
En el caso de que haya condiciones climáticas extremas, implementaremos nuestro plan en caso de condiciones climáticas extremas y publicaremos alertas sobre destinos en FlyFrontier.com. The Severe Weather Plan allows for the re-booking of flights without additional fees for a later date when the weather improves.
15. Family Seating
When one or more of the passengers on a reservation are 13 years of age or younger, Frontier will guarantee adjacent seats for the child or children and an accompanying adult (over age 13) at no additional cost for all fare types subject to limited conditions specified below.
- Child and accompanying adult are on the same reservation
- Adjacent seats are available at the time of booking in the selected class of service
- Adult either chooses seats for the entire reservation or skips seats for the entire reservation, and does not make changes to seat assignments once assigned to them
- It is physically possible based on seat layout to seat the number of children traveling next to the accompanying adult(s).
Although Frontier will provide adjacent seats if available at the time of booking, Frontier might not provide seat assignments right away. Frontier will provide the customer the adjacent seating assignments no later than the day before scheduled departure of the flight.
16. SPECIAL PROVISIONS FOR SERVICE MEMBERS AND THEIR FAMILIES
As a gesture of gratitude for their service, Frontier Airlines guarantees special benefits to service members* and their accompanying spouse and children for the following:
- One free standard carry-on bag and two free standard checked bags, per person, when presenting either a Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the United States Identification Card with an active duty, reserve, guard, or academy affiliation at the airport check-in counter or at the gate.
- Complimentary priority boarding (prior to general boarding) for service member and accompanying spouse and children traveling together when presenting either a Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the United States Identification Card with an active duty, reserve, guard, or academy affiliation at the airport check-in counter or at the gate
- No change fees when rebooking their flight when military directives or orders interfere with/disrupt previously booked travel, with supporting documentation**.
- Full refunds of the amount paid (including ancillary purchases) with no cancellation fees when military directives or orders interfere with/disrupt previously booked travel, with supporting documentation**.
*Service members are defined as: current members of the military who are serving or may be called to serve. These members include: the U.S. Army, U.S. Navy, U.S. Air Force, U.S. Marines, U.S. Space Force, U.S. Coast Guard, National Guard, and U.S. Military Reserves; Cadets of the Air Force Academy, West Point, Naval Academy, Coast Guard Academy, and Merchant Marine Academy; and Commissioned Corps and Ready Reserve Corps of the U.S. Public Health Service and Commissioned Officers Corps of the National Oceanic and Atmospheric Administration's Officer Corps.
**To qualify, current service members traveling must show official travel or leave (including cancellations of leave) documents or other military documents incorporating orders/directives with either a Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the United States Identification Card with an active duty, reserve, guard, or academy affiliation. Documentation must be submitted prior to scheduled departure via Frontier's online Document Submission Form. NOTE: If supporting documentation is not provided prior to change or cancellation, the fee will be initially assessed and later refunded later upon verification of documentation.