TRAVEL AGENCY RESOURCE CENTER

Welcome to the Frontier Airlines Travel Agency Resource Center. This is vital information our travel agency partners need to help our mutual customer, the Frontier Airlines traveler.

CONTACT INFORMATION

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MANAGE TRAVEL

The Manage Your Trip section of www.flyfrontier.com allows travelers or their Travel Agents to use the Frontier Record Locator and Customer Last Name to access their reservation in order to access a myriad of services including the ability to pre-purchase carry-on or checked baggage, specific seat assignments in advance, check-in online, print boarding passes, or change, cancel or modify existing reservations.

PLEASE NOTE: Fees and/or fare differences may be applicable. All pre-purchased baggage and seats are required to be purchased with a credit card. No other forms of payment will be accepted for baggage and/or seat purchases online.

HOST SYSTEM

Frontier Airlines (F9) is hosted in Navitaire (1N) New Skies system.

GDS GUIDE

Frontier participates in the following Global Distribution Systems (GDS): Amadeus, Sabre and Travelport (including Apollo, Galileo and Worldspan). Please be familiar with the specific formats and requirements of each system for booking ticketless/Guaranteed Ticketing carriers.

Frontier utilizes teletype (TTY) connectivity for availability and will open and close inventory with AVS messaging. F9 flight schedules will be available for booking up to 330 days in advance of departure date in the GDS systems. 

Frontier Airlines offers two different products on the GDS: Standard and Bizfare. Booking classes R, C, I, N and J correspond to Bizfare. All other classes respond to Standard.

The standard product includes one personal item, which must be placed under the seat. A larger carry-on bag or checked bags can be added through Frontier website or mobile app, or at the check-in desk, subject to payment of the corresponding fee. Seats and other additional services can also be purchased through the website, the mobile app or at the airport. Details may be found on Frontier's optional service page

In addition to the inclusions on the Standard product, details on inclusions of Bizfare can be found here

Services included in the Bizfare must be added through Frontier website or mobile app. Additional services not included in the Bizfare, like checked bags, can be purchased also through the website and the mobile app or at the airport.

Frontier Airlines is a completely ticketless airline. Some GDS's refer to this as Guaranteed Ticketing or EPAY. Frontier does not accept paper or electronic tickets as valid forms of payment for travel. Agents must provide valid payment within four (4) hours of making the booking for Standard or within twenty-four (24) hours of making the booking for Bizfare, otherwise the PNR code (or itinerary) will be deleted. Frontier does not reinstate deleted PNR's.

In the GDS environment, travel agency will always receive the lowest available fare for the Class of Service requested. Frontier does not offer discounted fares for children, military, or government.

In the event of fare mismatches, the GDS pricing should be considered informative and only the interactive price returned from Frontier at End Transaction is considered final and valid. If there is no valid fare for the itinerary booked in the GDS, then Frontier will return a NO response. If the flight is closed, sold-out or the specific class of service is closed, then Frontier will return a UC response regardless of the availability shown in the GDS.

Bookings can be put on hold if the form of payments is not included at End Transaction. At End Transaction, Frontier will return the valid price of the itinerary requested and if acceptable, then agents are requested to submit the form of payment at that time. Once payment is received, the record will be updated and is considered balanced or zero due If payment is not received within the expected window, Frontier automatically will cancel the booking and will send a cancellation message to the GDS PNR.

PLEASE NOTE: Bookings made within one day of scheduled flight departure will require instant payment at the time of the booking creation. A valid form of payment is required to be in the PNR prior to ending the transaction. Bookings made within one day of scheduled flight departure will not be put on hold and will receive a "BOOKING CAN NOT BE PUT ON HOLD" response with a NO status.

Travel agency reservations made via the GDS must transmit a valid form of payment within four (4) hours of the booking creation for Standard or within twenty-four (24) hours of making the booking for Bizfare using a credit card. The reservation will automatically cancel in the Frontier system if payment is not received within this timeframe. When making a booking on Frontier all the segments of the PNR must be "F9", no other airlines can be in the record.

Frontier will process the payment information and return a record locator to the PNR. Once Frontier has confirmed the booking, the segments are validated and any further modifications to the PNR are subject to restrictions and/or fees

Travel agents must ensure bookings are paid and confirmed before sharing the PNR's with passengers. 

Frontier accepts the following credit cards for ticketless travel: American Express, Discover Card, Master Card, Visa, UATP

Credit cards are processed immediately when the PNR is ended. Frontier will honor a 24-hour refund (from the time of booking) to the original Form of Payment so long as the credit card has been processed. Within the 24-hour period, the travel agent can cancel all the segments in the PNR and the transaction will be placed on a queue to be worked within the Frontier Airlines system for a refund to the original credit card form of payment. All GDS bookings may be accessed for refund status (or any status') by going to flyfrontier.com and entering (one of) the passenger last name and PNR under the My Trips tab for access. or at: https://www.flyfrontier.com/travel/my-trips/manage-trip/

Listed below are the actual SSR OTHS formats Frontier supports from each of the GDSs.

In each of these examples, the following key applies:
F9=Navitaire New Skies Hosted Airline Code (Frontier)
VI = the credit card type: AX, MC, VI, etc.
xxxxxxxxxxxxxxxx= the credit card number
mmyy= the month and year of the expiration date
zzzzzzzzzzzzzzzz= the credit card holder name

SSR EPAY F9 NN1-CC/Vlxxxxxxxxxxxxxxxx/EXP08 05-FIRST LAST NAME

3OTHS/VlxxxxxxxxxxxxxxxxEXPmmyy
3OTHS/CH zzzzzzzzzzzzzzzz

Apollo (1V) Agent Entry
>@:3 SSR OTHS F9 NNX Vlxxxxxxxxxxxxxxxx/Dmmyy/zzzzzzzzzzzzzzzz
Galileo (1G) Agent Entry
>V.AF9* Vlxxxxxxxxxxxxxxxx/Dmmyy/zzzzzzzzzzzzzzzz
Worldspan(1P) Agent Entry
>3SSR OTHS HK1 CCVlxxxxxxxxxxxxxxxx/EXPmmyy/zzzzzzzzzzzzzzzz

When an agency submits a credit card for a new reservation that is declined, the system will hold the reservation for 15 minutes allowing time for a new form of payment to be sent. After 15 minutes the reservation will be cancelled. If a credit card is declined on the payment of an exchange or fee collection for a change, this will cause an out-of-balance situation for the record and the agency or the traveler must contact the Frontier Contact Center to provide a valid form of payment before travel. This situation is not subject to the 15-minute cancellation period.

It is vital that the travel agent changes the TK element to TKOK in order to remove any ticketing time limits from GDS bookings once payments are submitted. If this is not done, the GDS system will send Frontier a cancellation message when the time limit is reached, and the Frontier system will automatically process the XX and cancel the reservation.

The travel agent must mark the booking ticketed which removes the TTL - on ticketless PNRs. When a ticketless airline confirms the form of payment and validates the booking by returning the HK, the TKXL element is not automatically updated. When using TKXL in a ticketless PNR you must change the TK element status to TKOK once confirmation is received.

WARNING: IF YOU DO NOT UPDATE THE TKXL ELEMENT, THE PNR ITINERARY BASES THE DATE ON THE TK ELEMENT AND THE TICKET IS THEN AUTOMATICALLY CANCELLED BY THE GDS.

Frontier will provide the agency with an invoice or Reference number for agency internal processing purposes. Invoice or Reference numbers sent from Frontier to assist agencies with mid/back office processes are not maintained by Frontier and have no association to the value of the ticketless transaction. Frontier cannot retrieve or reference any of the invoice or Reference numbers sent after End Transaction.

Frontier's Invoice or Reference numbers will begin with "422" but have no relationship to any "ticket number" and cannot be retrieved by Frontier's Revenue Accounting System.

The following is an example of a message with the Reference or Invoice number returned to the GDS Record: OSI 1S TKNO 4220074059220

OSI 1S THIS NBR APPLIES TO TICKETLESS ONL

OSI 1S DISREGARD TKNO/AMT DEBITED IF YOU ISSUED PAPER OR ETKT (please disregard this last line in the OSI response. We are working to have it removed.)

Travel agents may request a full refund for a GDS booking within 24 hours from the booking creation (except for tickets purchased for travel within 7 days/168 hours of purchase), by canceling all segments within the PNR. The transaction will be placed on a queue to be worked within the Frontier Airlines system for a refund to the original credit card form of payment. Beyond 24 hours from the booking creation, any amounts due back to the customer (including tickets purchased within 24 hours, but for travel within 7 days) will be placed on credit shells that are valid for 90 days.

A non-refundable ticket will be refunded if the customer or traveling companion becomes deceased or military orders prevent taking a planned flight. Supporting documents and/or paperwork will need to accompany the refund request. Please contact the Contact Center for additional information.

For any GDS bookings, travel agents can make changes or modifications within 24 hours of the original booking being made without incurring fees or charges, except for a fare difference, as applicable. Within 24 hours of flight departure. travel agents MUST contact the Contact Center directly for any change requests. Outside of 24 hours, travel agents can make changes and/or modifications via their GDS or at flyfrontier.com

A new SSR OTHS or SSR EPAY payment message may be required each time a new segment is added, changed or modified on an existing reservation via the GDS. Customers must pay the change fee plus any fare difference if applicable.

Any PNR's can have segments exchanged or canceled within the GDS., However, change fees and any additional fare required must be sent with the form of payment within 4 hours of the booking or the segments will automatically cancel. 

Any remaining balance of an unused segment is forfeited. Bookings made through the GDS channel can be paid for only with a credit card, not a Credit Shell. Credit Shells can only be used directly with Frontier.

Once the ticketless transaction has been paid, name changes or transfers cannot be completed by the travel agency. However, all Frontier issued tickets regardless of issue date are able to have name changes completed through Frontier's My Trip at flyfrontier.com or through the Frontier Contact Center. These requests will be subject to a name change fee plus any applicable fare difference. The name change fee is collected outside the exchange so two separate charges will show the traveler's billing statement. Residual value from the exchange does not apply toward the same change fee.

All Frontier Airlines tickets, regardless of date of ticket purchase, might be charged a change/cancel fee. More information can be found here.

BizFare tickets include flexibility with no change or cancellation fees (fare and options price difference may apply). 

Infant ticketless transactions are required for all international flights. The infant fee, if applicable, will be assessed when the SSR INFT is sent by the travel agent, if on the initial booking request, it will be included in the total cost of the booking. If the infant SSR is added after the adult passenger is paid, then the INFT SSR fee can be paid at that time or at time of check-in.

For domestic U.S flights, lap infants under the age of 2 do not require separate ticketless transactions unless they are occupying their own seat.

Travel agents must actively ask customers whether they wish to have their contact details provided to Frontier for the purpose of contacting them in cases of operational disruptions and advise passengers that they may not receive notifications from Frontier related to schedule changes, flight cancellations or irregular operations if they refuse to provide such information.

Contact details shall be entered in the booking using standard formats: OSI CTCE or SSR CTCE to provide email address, and SSR CTCM to provide mobile phone number.

Upon execution of a schedule change by Frontier, a message will be generated to the booking agency for action. Travel agents must action the message to synchronize the GDS PNR with the Frontier reservation. Once updated, the new schedule information should be passed on to the customer by the travel agency, ensuring travelers have the most up-to-date travel information.

If Frontier has a schedule change, customers can change the impacted flight to a new flight that is one day prior, one day later or to another flight that day at https://travel.flyfrontier.com/ or by contacting Frontier Contact Center. Any increase in fare and the change fee will be waived. If a customer should choose to cancel their flight as a result of a schedule change, the cancellation fee will be waived, and the funds will be placed on a Credit Shell for future use. If a customer should choose to cancel their flight as a result of a schedule change, the cancellation fee will be also waived, and the funds will be placed on a Credit Shell for future use. Actual refunds to the original form of payment will only be given upon customer request after evaluation of the options available by a Frontier representative.


BOOKING CONDITIONS

Should your agency use more than one GDS, you may not duplicate segments by moving segments between GDSs. Frontier will not be held liable for duplicate segment fees incurred by the movement of segments between GDS. Frontier Contact Center will not assist an agency attempting to claim a PNR owned by another GDS. Any duplicate segment fees will be billed back to the agency on a debit memo. You may not create active or passive duplicate bookings. Any combination of bookings for a passenger(s) which realistically or legally cannot be flown (i.e - flights out of sequence, two flights at overlapping times, flights not adhering to legal connection times, etc.) will be considered a duplicate booking. 

All GDS bookings must either be completed as a ticketless transaction per tariff rules or cancelled in the GDS immediately when they are no longer required. 

Passive and Open segments are not permitted.

Frontier does not currently have ticketing and baggage agreements with any other carriers.

The maximum number of segments permitted will be 16 coupons in a Frontier ticketless transaction.

BOOKING POLICIES

Travel agents are not allowed to hold inventory for potential future sales. Bookings may not be held for more than 4 hours for Standard or twenty-four (24) hours for Bizfare before payment is required, the booking will automatically cancel. The full name and title of each passenger must be entered at the time of booking. Name changes are permitted for a fee if the customer contacts Frontier Contact Center. Name corrections are only permitted if they are misspelled or to reflect legal documents.

Fictitious or speculative bookings, including blocking or holding a reservation due to expected demand are not permitted under any circumstances.

Segment status changes because of schedule changes, irregular operations, flight firming, flight cancellations or other circumstances will be queued to the GDS and must be actioned at least 24 hours prior to flight departure. This includes cancelling segments with a status code of UN, NO, HX, WK, WL, or WN. Travel agents must also action or cancel segments with status codes UC, US, or DS.

Travel agents may not use the Frontier airline designator "F9" with fictitious flight numbers to store flight information for a carrier not listed in the GDS.

CUSTOMER RELATIONS

Click here to check the different options to contact to Frontier Customer Relations department and get answers to your questions. 

You can also redirect customers to the Frontier website or to our chat.

GROUP BOOKINGS

Click here to view Group Travel details.

RESERVATIONS QUESTIONS

Most General Inquiry Information is available at www.flyfrontier.com

BAGGAGE

Click here to view Bag Options.

PET POLICY

Click to view the Traveling with Pets policy
Click here to view the Trained Service Animals policy
Click here to view the Emotional Support Animal policy

SEATS

Click here to view Seating Options

RESIDUAL VALUE IN EXCHANGE

Click to view the Itinerary Changes policy

UNACCOMPANIED MINORS

Click here to view the Unaccompanied Minor Travel