Travel Support

Travel Policies


Ticket Service Fees
Seat Assignments
Itinerary Changes
Same-Day Flight Changes
Name Changes
Cancel a Ticket
Refunds
Emergency Events
Receipts

Ticket Service Fees

We make booking direct with Frontier easy. We do not charge any service fees to book a ticket with us on FlyFrontier.com.

A $10 ticket service fee is assessed for each Economy Fare ticket and EarlyReturns Standard award ticket booked through our Reservations Department at 800-432-1FLY (1359). There is no fee for Classic Plus, Classic, EarlyReturns Choice award tickets, and Early Returns Last Seat Available award tickets booked through our Reservations Department.

When you book with us at FlyFrontier.com or through our Reservations Department, we will send you an email copy of your flight itinerary. We do charge a fee of $5 if you request a paper receipt or a paper copy of your flight itinerary via the mail.

Seat Assignments

Frontier offers three types of Seating Options — STRETCH, SELECT, and STANDARD. Seats may be assigned when booking on FlyFrontier.com or by visiting the Manage Reservations section on FlyFrontier.com for tickets already purchased. Access to advance seat assignments varies depending upon the Fare Option purchased:

  • Classic Plus fares — You’re eligible to select any seat on the plane at the time of purchase or check-in, including STRETCH and SELECT seating, if available.
  • Classic fares — You’re eligible to select any seat on the plane at the time of purchase or check-in, including STRETCH and SELECT seating, if available. You can upgrade to SELECT or STRETCH seating for no additional fee at the time you purchase your ticket on FlyFrontier.com. You may also upgrade to STRETCH or SELECT seating when you check-in online within 24 hours of departure, or when you check in at the airport kiosk, ticket counter or gate on the day of departure, if available.
  • Economy fares — You may assign a STANDARD seat for free at the time of booking or check-in. You may also purchase an upgrade to STRETCH or SELECT seating at the time you purchase your ticket on FlyFrontier.com. If you’ve already purchased your ticket, you can purchase upgrades in either the Manage Reservations section on FlyFrontier.com or when you check in online within 24 hours of departure.
  • Basic fares — You may purchase a STANDARD, SELECT, or STRETCH seat assignment at any time after you purchase your ticket, if available. You can purchase a seat assignment in the Manage Reservations section at FlyFrontier.com or when you check in online within 24 hours of departure. If a seat is not purchased, one will be randomly assigned free of charge during check-in. However, your party may be separated.

EarlyReturns® Summit level members can reserve any available seat on any of our Fare Options at the time of purchase.

EarlyReturns® Ascent level members can request a free upgrade to STRETCH seating at check-in when traveling on any of our Fare Options, if available. You are eligible to assign an available STANDARD or SELECT seat for no additional fee at the time of purchase on any of our Fare Options.

Itinerary Changes

If you are changing your itinerary (date changes or city changes) prior to the day of travel, you would pay the difference between the fare already paid and the new fare based on the new itinerary, as well as a change fee that varies based on the Fare Option of the ticket already purchased. The fees to change your ticket prior to the day of travel are as follows:

Basic: $125 
Economy: $75 
Classic: $25 for tickets purchased through September 30, 2013; $75 for tickets purchased on or after October 1, 2013
Classic Plus: Free
EarlyReturns® Summit level members: Free on all Fare Options

You may make an itinerary change to most tickets at the Manage Reservations section on FlyFrontier.com. The following exchanges cannot be done at FlyFrontier.com at this time: tickets that include an infant on an adult’s lap, unaccompanied minors, EarlyReturns® award redemption tickets, and tickets that have already been exchanged one or more times. 

If you are unable to make an exchange online, an exchange can also be made by Frontier’s Reservations Department or by your Travel Agent, depending upon who originally issued your ticket.  To make a change to your itinerary for a ticket that you have purchased on FlyFrontier.com or through our Reservations Department, please call Frontier Reservations at 800-432-1FLY (1359). To change the itinerary on a ticket that you purchased through a travel agent or another travel website, please contact your travel agent or the travel website. If you choose to make a change with a Frontier Reservations agent instead, an additional external ticket handling charge of $25 will apply to change a ticket that we didn't issue. This charge applies to any ticket issued in the United States by a traditional travel agency, an online travel agency, or another airline.

The external ticket handling charge does not apply to:

  • Tickets originally issued by us — either at FlyFrontier.com, through our Reservations Centers at 800-432-1FLY (1359), or at an airport ticket counter
  • Same-Day Flight Changes as described below, whether confirmed or stand-by
  • Name changes to a ticket as described below (please note that the external ticket handling fee does apply if both the name and itinerary are changed)
  • Involuntary changes resulting from flight cancellations, delays, or schedule changes
  • Tickets issued with military or government fares
  • Itinerary changes for Summit and Ascent level members of our EarlyReturns® frequent flyer program
  • Itinerary changes for Classic Plus tickets

Once paid, the Reservation Handling Fee will not be charged on any subsequent itinerary changes made to the same reservation.

When a ticket is exchanged prior to the day of travel, you will be able to pay the applicable change fee on your existing  ticket and pay the applicable fare difference to select any of our Fare Options for the new itinerary.  Please be advised that if you exchange a nonrefundable Basic, Economy or Classic ticket and apply the value toward a refundable Classic Plus fare, the original ticket amount will remain nonrefundable if the new Classic Plus ticket is later cancelled or exchanged.

Same-Day Flight Changes

Frontier offers two options for same day flight changes – standby travel and same day confirmed alternate flight changes.

Standby Travel

Frontier offers customers traveling on a Classic or Classic Plus ticket, as well as Ascent and Summit level members of EarlyReturns® traveling on any Fare Option, the ability to standby for an earlier or later flight on your day of travel for no fee. Basic and Economy tickets are not eligible for standby travel. If you are eligible for standby travel, you may request to fly standby on another flight on your day of travel at the airport ticket counter or gate.

Standby travel on eligible tickets must follow the original ticketed itinerary, meaning if you were booked on a nonstop flight you cannot add a connection to the itinerary or vice versa.

Same Day Confirmed Flight Changes

If you wish to change to an earlier or later flight on your day of travel, we can confirm a seat for you for a flat fee so long as there are seats available. You may confirm a seat on another flight at the airport ticket counter or by calling Frontier Reservations at 800-432-1FLY (1359). The fee for same day confirmed alternate flight changes varies based on the Fare Option purchased as follows:

Basic: $100
Economy: $50
Classic: $25
Classic Plus: Free
EarlyReturns® Summit level members: Free on all Fare Options

Same day confirmed alternate flight changes allow you to change the itinerary from a nonstop to a connection itinerary or vice-versa.

Same Day Flights to Alternate Airports

Same day confirmed alternate flight changes and standby travel on eligible tickets apply to alternate flights between your ticketed origin and destination cities. However, the following groups of airports will be considered the same city for same day confirmed and standby purposes. This means that if you are booked to fly to/from an airport in each group, you may request a same day confirmed alternate flight change or standby travel (if eligible) to fly to/from another airport in the group if there is a seat available (for the applicable fee described above).

  1. Chicago-Midway Airport (MDW), Chicago-O'Hare Airport (ORD) & Rockford (RFD), IL
  2. Los Angeles (LAX) & Orange County/Santa Ana (SNA), CA
  3. Madison (MSN), WI & Rockford (RFD), IL
  4. Orlando (MCO) & Tampa (TPA), FL
  5. Philadelphia (PHL), PA & Trenton/Princeton (TTN), NJ & Wilmington (ILG), DE

Name Changes

If you need to change the name on your ticket prior to travel but will keep the same itinerary, you may do so by paying any difference between the fare already paid and the current fare selling for the same itinerary, as well as a name change fee. The name change fee varies based on the Fare Option of the ticket already purchased. The fees to change the name on your ticket are as follows:

Basic: $100
Economy: $50
Classic: Free for tickets purchased through September 30, 2013; $50 for tickets purchased on or after October 1, 2013
Classic Plus: Free
EarlyReturns® Summit level members: Free

Please note that if you must make an itinerary change (date changes or city changes) in addition to the name change, both the name change fee and the itinerary change fee described above will apply.

Cancel a Ticket

Voluntary Ticket Cancellation

If you purchased your ticket at FlyFrontier.com or through our Reservations Department at 800-432-1FLY (1359), you may request a full refund up to 24 hours after the time of purchase. This ticket may be canceled and refunded at the Manage Reservations section on FlyFrontier.com or through our Reservations Department at 800-432-1FLY (1359).

After 24 hours have passed from the time of ticket purchase, rules for canceling a ticket depend upon the Fare Option purchased, and refunds will not be given for nonrefundable Classic, Economy, and Basic tickets. Tickets purchased more than 24 hours ago, on our website or through our Reservations Department, may be canceled at the Manage Reservations section on FlyFrontier.com or through our Reservations Department at 800-432-1FLY (1359). To cancel a ticket that you purchased through a travel agent or another travel website at any time, please contact your travel agent or the travel website.

  • Classic Plus tickets are fully refundable and may be cancelled without a penalty.
  • Classic tickets will retain their value for one year from the date of purchase and the value of your ticket may be applied toward the purchase of a future ticket subject to a $25 change fee for tickets purchased through September 30, 2013, and subject to a $75 change fee for tickets purchased on or after October 1, 2013
  • Economy tickets will retain their value for one year from the date of purchase and the value of your ticket may be applied toward the purchase of a future ticket subject to a $75 change fee.
  • Basic tickets will retain their value for one year from the date of purchase and the value of your ticket may be applied toward the purchase of a future ticket subject to a $125 change fee.
  • STRETCH and SELECT seat fees are only refundable for itineraries cancelled on reservations booked within the past 24 hours.

Please note that Classic, Economy, and Basic tickets must be cancelled prior to the departure of a flight in order to retain their value. Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure. Classic, Economy, and Basic tickets which are cancelled prior to travel and all Classic Plus tickets are valid for one year from the date of original ticket issuance. The value may be used as credit towards the purchase of a new ticket during the validity period.

If the value of the ticket has been retained and you need to rebook, you're welcome to do so for any future flights to any of the cities we serve for a change fee plus any applicable fare difference. If applicable, the change fee and fare difference are due when you make your changes. When a ticket is exchanged, you will be able to pay the applicable change fee on your existing  ticket and pay the applicable fare difference to select any of our Fare Options for the new itinerary. Please be advised that if you exchange a nonrefundable Classic, Economy, and Basic ticket and apply the value toward a refundable Classic Plus fare, the original ticket amount will remain nonrefundable if the new Classic Plus ticket is later cancelled or exchanged.

To use a credit from a cancelled ticket toward the purchase of a new reservation, please call our Reservations Department at 800-432-1FLY (1359). Please provide your original reservation code or ticket number. Ticket exchanges are one-to-one, meaning that we cannot exchange one ticket for multiple tickets.

Involuntary Ticket Cancellation

Please note that Frontier reserves the right to cancel your reservation (including continuing and return flights) without notice in the event of any of the following:

  1. You do not fly a flight on the ticket or fail to show for a flight without calling to cancel.
  2. You fail to check-in for your flight by the check-in cutoff. The check-in cutoff is 45 minutes prior to departure for domestic flights and 60 minutes prior to departure for international flights. 
  3. You are not present at the boarding gate at least 15 minutes prior to scheduled departure time, even if you have already checked in for the flight.
  4. Frontier's decision to refuse transport to a customer for any of the reasons stated in Rule 35 (Refusal to Transport) of the Frontier Contract of Carriage.

Refund a Ticket

We offer several Fare Options when traveling. All Classic, Economy, and Basic tickets are non-refundable. Classic Plus tickets are refundable and changeable without a change fee.

All refund requests are subject to audit by our Ticketing/Refund Department.

Refunds for Refundable Tickets

You may cancel and refund for a Classic Plus ticket at the Manage Reservations section on FlyFrontier.com or by calling our Reservations Center at 800-432-1FLY (1359).   Alternatively, you may complete and submit the online refund form.

Refunds for Flight Delays or Cancellations

Per the terms of our Customer Service Commitment, we'll gladly give you a refund for a cancelled flight or for a flight with a departure delayed more than 3 hours if you opt not to travel on your delayed flight or on alternative flight options that we may offer. This refund will be for your ticket, as well as any Optional Service Fees paid for the flights you do not take, including seat assignment fees and baggage fees. You may request a refund for a Classic Plus ticket by calling our Reservations Center at 800-432-1FLY (1359) or by completing and submitting the online refund form.

Emergency Events – Ticket Changes and Refunds

We are sorry to hear of any emergency situation, but we know life events happen. Because of this, we offer flexibility for all ticket types as described in the chart below. All non-refundable Basic, Economy, and Classic fares lose their value if the customer does not call to cancel prior to the scheduled departure of any ticketed flight. Classic Plus tickets are fully refundable and may be changed or refunded without a fee at any time.

Type of Emergency Event... Options available to you... Documentation required...
Lost or stolen travel documents Change your travel date, time, and/or destination for up to one year from the original date of purchase with no change fee (any fare difference will apply) Embassy receipt or police report for lost or stolen documents
Jury duty or subpoena Option to:
  • Change your travel date, time, and/or destination for up to one year from the original date of purchase with no change fee (any fare difference will apply)
  • Cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $50 for Classic, Economy, and Basic tickets)
Jury duty notice or subpoena
Illness of the customer, a travel companion, or an immediate family member Change your travel date, time, and/or destination for up to one year from the original date of purchase with no change fee (any fare difference will apply) A doctor's note in writing stating that you are unable to fly on the original travel date. The certification must be signed and dated on the physician's or hospital's letterhead. The note should state the relationship to the ticket holder if applicable.
Serious illness or injury that prevents the ticketed customer from traveling for the duration of the validity of the ticket (one year from original date of purchase) Cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $50 for Classic, Economy, and Basic tickets) A doctor's note in writing specifying that you are unable to complete travel during the ticket's validity period. The certification must be signed and dated on the physician's or hospital's letterhead.
Death of the ticketed customer Cancel the unused portion of a ticket and receive a full refund Death certificate or letter from funeral director on funeral home letterhead.
Death of a travel companion or an immediate family member Option to:
  • Change your travel date, time, and/or destination for up to one year from the original date of purchase with no change fee (any fare difference will apply)
  • Cancel the unused portion of a ticket and receive a credit for one year from the original date of purchase or a full refund
Death certificate or letter from funeral director on funeral home letterhead. The relationship to the ticket holder must be included with the request.

If you are requesting a change in travel dates for one of the reasons above, please call our Reservations Department at 800-432-1FLY (1359). If you are requesting a refund for one of the reasons above, please complete and submit the online refund form.

Immediate family members include a spouse, domestic partner, children, parents, siblings, grandparents, grandchildren, aunts, uncles, nieces, and nephews. Eligibility applies whether the relationship is biological, adoptive, step, in-law or domestic partner, foster, or ward/legal guardian.

For Classic Plus tickets, there is no refund processing fee. For Classic, Economy, and Basic tickets, the refund processing fee is $50.

In the event you choose to change your travel dates, Classic, Economy, and Basic tickets which are cancelled prior to travel and all Classic Plus tickets are valid for one year from the date of issuance. The value may be used as credit towards the purchase of a new ticket during the validity period.

 

Ticket Receipt

If you need a copy of a receipt for a reservation you have purchased or for travel that is already completed, please call 800-432-1FLY (1359) and say "Other Options" at the first menu and then "Receipts" in the second menu to be directed to a Frontier Representative who can assist you. You may also request a copy of a receipt by email. There is no fee to receive an emailed copy of a receipt or flight itinerary. We do charge a fee of $5 if you request a paper receipt or a paper copy of your flight itinerary via the mail.