Need a little extra help? We are happy to assist you. Here is some information on our services and policies.
If you seek additional assistance with booking a flight, flight information, or have a special services request, please click here.
Wheelchairs (manual or electric, folding, non-folding or collapsible), scooters, and other mobility devices (walkers, canes, and crutches) are allowed items that can be brought onto the aircraft either in the cargo compartment or in the passenger cabin at no charge. The passenger cabin has designated space to hold two (2) wheelchairs within the cabin based on space availability. Any additional wheelchairs will be stowed in the cargo compartment of the aircraft.
Battery powered mobility devices that are checked in at the ticket counter or gate will be transported in the cargo compartment and will be loaded and stowed in an upright position in accordance with all Federal Hazardous Materials safety regulations (49 CFR 175.10.(a).15-17). In some situations, it will be necessary to remove the battery from the customers wheelchair or other mobility device, and to package the battery separately. Proper labeling of battery cables and/or providing detailed disconnection and reconnection directions will assist ground personnel at the departure and destination city to easily disconnect/reconnect the battery to the wheelchair/scooter.
Please provide the type and size of battery at check-in to ensure safe handling and transportation of the battery. All batteries must not show any defect, damage, or leakage to bring them onto an aircraft. Below are the types of batteries used on wheelchairs and limitations on each.
Spillable or Wet Cell Batteries
A spare spillable battery is not allowed.
Non-Spillable Batteries (AKA Gel or Dry Cell)
One (1) spare non-spillable battery is allowed in the cargo compartment.
Lithium-Ion Batteries
Lithium Metal Batteries
Forbidden on all aircrafts.
Tip:When traveling with a wheelchair it is advisable to provide written instructions to observe when loading and unloading it in the cargo compartment of the airplane. Removable pieces will be removed as allowed in the written instructions. It is recommended that any removable parts be removed by the customer and either carried onto the airplane to be safely stowed in an overhead bin, under the seat, or as checked baggage. It is also recommended that the instructions are affixed to the device as well as the customer having an extra copy.
Passengers who have a cognitive and/or developmental disability and require assistance should self-identify or have someone do so on their behalf to explain the type of assistance required upon arrival at the airport, at the gate, onboard the aircraft, at any connection points, and at the destination. Assistance is available from the airport ticket counter to/from gates and between gates for connecting flights.
When considering air travel, passengers should consider the possibility of flight delays, diversions, or any other flight irregularities. We encourage passengers to have a plan of action for any health, sensory, dietary, or other needs in case a flight does not depart or arrive as scheduled.
Although we will provide assistance to any passenger with a disability, we will not provide an employee or attendant to remain with the passenger. If a passenger requires personal or continuous assistance, he/she will be required to travel with a Safety/Personal Care Assistant.
In some circumstances, we may require that a passenger travel with a safety assistant.
A passenger may wish to travel with a personal care assistant to provide help with feeding, lavatory functions, or provision of medical services.
For your safety and the safety of others, all passengers must be able to sit upright during take-off and landing. Some passengers with a disability may need assistance to sit upright to meet this requirement. An Orthotic Positioning Device (OPD) or brace may be used by the passenger on the aircraft to meet this requirement. If you are not able to sit upright during taxi, take-off and landing, you will need to bring a device that assists you to sit upright such as an Orthotic Positioning Device. The device cannot be attached to the seat back and the seat belt needs to be the method by which you are secured in the seat. Any type of OPD or brace is acceptable if it supports the passenger to sit upright and is not attached directly to the aircraft seat. In addition, the OPD or brace should fit between the armrests in the down position and not infringe on another passenger's seat. Frontier does not provide passengers with OPDs.
Because it is sometimes difficult for our employees to know if you are unable to hear, identify yourself to one of our customer service representatives at the ticket counter and departure gate. Also identify yourself to our flight crew while onboard, so we can be sure to establish an acceptable means of communication to provide you with important flight information. If you need assistance at the airport, during boarding, or onboard the aircraft, let us know.
At your request, we are happy to assist you to/from gates, with flight connections, with identifying inflight snacks, etc. Please let us know how we can assist you.
Under the new guidelines for traveling with a trained service animal following the U.S. Department of Transportation’s (DOT) rules on the topic, only dogs will be accepted as a service animal which are trained to do work or perform tasks for the benefit of a qualified individual with a disability. This includes psychiatric service animals.
Passengers traveling with a service dog must complete and submit the DOT’s Service Animal Air Transportation Form, attesting to the dog’s health, behavior, and training.
For reservations booked more than 48 hours prior to travel, Passengers must submit the completed Form no later than 48 hours prior to travel. For reservations booked less than 48 hours prior to travel, passengers must submit the completed Form in person to a Customer Service Agent upon arrival at the airport.
Service Animal Air Transportation Form: Download
Upload Completed Form: Upload
Mail Completed Form:
Attention Frontier Customer Care
4545 Airport Way
Denver, CO 80239
Here are the new guidelines for traveling with a trained service animal:
A trained service animal that engages in disruptive behavior or poses a direct threat to the health or safety of others may be denied boarding.
Examples of disruptive behavior include (but are not limited to):
Booking a Reservation
At the Airport
To accept an animal as a trained service animal, we will determine both that the customer seeking travel is an individual with a disability and that the animal is a trained service animal.
If a customer’s status as an individual with a disability is not apparent (for example, if the disability is not clearly visible), our employees may ask fact-finding questions to determine whether an animal is a trained service animal, or eligible to be accepted as a pet. For example, we may ask how an animal has been trained to assist with a disability or what work it has been trained to perform. A customer may be asked about the nature of the animal at different points throughout the journey. Please bring a copy of the Service Animal Air Transportation Form as it may be requested by one of our representatives at the airport or onboard the aircraft.
Onboard
In accordance with federal safety regulations, the trained service animal must be positioned so as not to obstruct customers' expeditious evacuation in the unlikely event of an emergency. In addition, a customer traveling with a trained service animal cannot sit in an emergency exit row. A trained service animal can be placed on the aircraft floor or on the customer’s lap (provided the animal is no larger than a child under the age of two). Trained service animals must not extend into the aircraft aisle or occupy an empty aircraft seat or encroach upon a neighboring seat. A customer is not required to transport a trained service animal in a pet carrier. However, if a customer opts to carry the trained service animal in a pet carrier, the carrier must be properly stowed for taxi, takeoff, and landing underneath the seat in front of the customer.
International Travel
A trained service animal will be allowed to travel on flights to/from all domestic and international destinations, but many international destinations have country-specific regulations. A customer traveling with a trained service animal on an international itinerary is solely responsible for researching and complying with applicable laws, requirements, and/or procedures of each country on the customer’s itinerary with respect to the acceptance of the animal.
For International travel all service dogs must have:
Service dogs from high-risk countries must provide additional documentation, upload a photo of their service dog, and obtain government endorsed veterinary documentation. For more information visit the CDC's website.
Following changes to the U.S. Department of Transportation’s (DOT) rules on the topic, as of February 1, 2021, Frontier will no longer accept emotional support animals onboard. The animal may be eligible to travel in accordance with our Pet Policy for a fee.
Cylinders of compressed or liquefied medical oxygen are never accepted onboard or in checked baggage for any of our flights.
Certain carry-on Portable Oxygen Concentrators (POCs) are approved by the Federal Aviation Administration (FAA) and Frontier for use on board the aircraft.
FAA approved devices may have a certification label in red lettering that helps identify them.
If there is no label, check the name of the concentrator against this list of FAA approved devices:
Note: While the SeQual SAROS (26.8” length x 4.375” diameter) is an FAA-approved device, the device exceeds acceptable carry-on baggage dimensions described in this program; therefore, it cannot be carried onboard. The SeQual SAROS may be checked without charge.
For additional information regarding portable oxygen concentrators, contact these providers:
Note: A passenger may be responsible for expenses incurred by Frontier for such things as utilization of on-board emergency oxygen supplies or the diversion of a flight for medical attention in conjunction with items deemed the passenger's responsibility.
You must provide the completed and signed Frontier Portable Oxygen Concentrator Medical Authorization Form or a medical statement at the airport. Customer service representatives and flight crews will ask to see the document prior to transport.
Frontier allows the use of battery-powered respiratory devices (e.g., ventilator, respirator, CPAP machine) for use on board the aircraft. These devices must bear a sticker indicating they are approved for use on aircraft and meet FAA requirements.
Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seat or aisle should book two seats prior to travel. The armrest is considered to be the definitive boundary between seats. Additionally, armrests (when fully lowered) are viewed as providing a measure of safety by restricting the seat occupant's lateral (side-to-side) movement.
It is Frontier's goal to ensure a safe, comfortable flight for everyone and to make every customer's travel experience pleasant from beginning to end.
Due to the presence of food allergens in the snacks served, Frontier Airlines cannot guarantee an allergen-free environment on its flights. We also cannot prevent passengers from bringing products containing nuts or other allergens (e.g. service animals) onboard our flights. Attempting to do this would create a false sense of security for passengers with severe allergies. We encourage customers to review any health concerns with their physicians prior to flying.
Airport assistance
We are happy to provide services to our passengers who require wheelchair or mobility assistance. Airport wheelchair service is available at all airport locations. Though we encourage advanced notice, please be sure to alert our station agents of any disability accommodations you may require. We will do our best to meet your individual needs. For those passengers needing assistance curbside, it is required that a request is made with a Frontier representative inside the terminal.
Aisle Wheelchair
We have specially-designed wheelchairs for our immobile passengers to use in reaching their seats when boarding and deplaning our aircraft. If the use of an aisle wheelchair is needed to assist in boarding and transferring to a seat, we recommend requesting this service when making your reservation. Upon arrival at the airport, please also notify a Frontier representative that an aisle wheelchair will be needed to assist with boarding.