Special Services

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 call us at 801-401-9004 or fill out our Contact Us Form.

PICK A TOPIC FOR MORE INFORMATION

Safety/Personal Care Assistant

In some circumstances, we may require that a passenger travel with a safety assistant.

  • The passenger, because of a mental disability, is unable to comprehend or respond appropriately to safety instructions from our employees, including the required safety briefing.
  • The passenger has a mobility impairment so severe that he or she is unable to assist in his or her own evacuation of the aircraft in an emergency.
  • The passenger has both severe hearing and severe vision impairments, and if the passenger cannot establish some means of communication with carrier personnel that is adequate both to permit transmission of the safety briefing, and to enable the passenger to assist in his/her own evacuation of the aircraft in an emergency.

A passenger may wish to travel with a personal care assistant to provide help with feeding, lavatory functions, or provision of medical services.

If a passenger needs assistance to and from the departure gate (i.e. developmental or intellectual disability, senior/elderly, does not speak English, etc.), they may opt into our meet and assist special service when booking.

Please note: If the passenger needs continuous care or personal custodial service onboard, in between flights, at their destination, or if additional escort assistance is required, the customer should consider travelling with a ticketed attendant.

Traveling with Wheelchairs

We accept all wheelchairs and mobility devices as checked baggage in the cargo compartment of the aircraft. These items are not counted as part of a passenger's baggage allowance and baggage charges do not apply. We have also designated priority space in the passenger cabin of all Airbus aircraft for stowage of one wheelchair or mobility device. Refer to wheelchair stowage onboard our aircraft for more information.

In addition, please notify our customer service representative at the ticket counter at the time of check-in and upon arrival at the gate area. We accommodate wheelchair stowage onboard on a first-come, first-served basis at the airport.

Other assistive devices, such as walkers, canes, crutches, etc. that can be stowed in compliance with the FAA safety regulations will be given priority onboard stowage, and will not be counted toward the carry-on baggage allowance.

Federal regulations require spillable (wet cell) and non-spillable (dry cell) batteries to be disconnected from their device unless the mobility aid has an effective design to prevent unintentional activation. If the wheelchair is equipped with an electronic memory chip, disconnection may cause memory loss. Spillable batteries may need to be removed from the device and transported in a special battery box if the device cannot be loaded, secured, and unloaded in an upright position. Frontier will provide the battery box if necessary.

Sitting Upright for Taxi, Take-off and Landing

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.

For further assistance, fill out our Contact Us Form.

Deaf/Hard of Hearing or Blind/Sight Impaired

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.

Trained Service Animals

We accept service animals trained to assist passengers with disabilities in the cabin of our aircraft.

Frontier has a new policy for accommodating customers with disabilities who seek to travel with a trained service animal in the cabin. A trained service animal is individually trained to perform a task(s) or work for a person with a physical and/or mental disability.
Customers with disabilities seeking to travel with a trained service animal must provide credible verbal assurance that the animal is a trained service animal. (Service animal ID card or service animal registry paperwork is not considered conclusive absent credible verbal assurance.) Additionally, note the following changes to our policy:

  • Frontier will only accept the following species of animals in our cabin as trained service animals:
    • Cats
    • Dogs
    • Miniature horses
  • Frontier will accept fully trained psychiatric service animals as trained service animals

A customer who has an outbound flight prior to November 1, 2018 and is returning on or after November 1, 2018, will be allowed to transport the trained service animal in accordance with the existing policy.
A trained service animal must be trained to behave properly in a public setting and under the control of the handler at all times. A trained service animal that engages in disruptive behavior may be denied boarding.

Examples of disruptive behavior include (but are not limited to):

  • Scratching, excessive whining or barking
  • Growling, biting, lunging
  • Urinating or defecating in the cabin or gate area

Booking a Reservation
We strongly encourage customers to notify us in advance if traveling with a trained service animal. For future travel, trained service animal special requests may be selected during booking. For existing travel, a customer can update their reservation online. If an animal does not meet the qualifications to travel as a trained service animal, the animal may be eligible to travel in accordance with our Pet Policy for a fee.

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, emotional support animal (ESA), 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.

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 animal’s 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 his/her 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. Flights operated by our codeshare partner, Volaris Airlines, prohibit all animals except dogs. Additionally, if you are flying to Jamaica, please review the Jamaican animal importation policies prior to travel here to assure that your Service Animal complies with Jamaican law.

Emotional Support Animals

We accept emotional support animals in the cabin of our aircraft under the conditions below.

Frontier has changed our policy for accepting emotional support animals (ESAs) on our flights. An emotional support animal provides support for an individual with a mental health-related disability and is not trained to perform a specific task(s) or work. Frontier is implementing the following changes:

  • The ESA must be either a dog or a cat.
  • Each customer may bring only one ESA on the flight.
  • Advanced notice 48-hours prior to departure is required.
  • The ESA must be in a carrier that can be stowed under the seat in front of the customer or on a leash at all times while in the airport and onboard the aircraft.

A customer who traveled on an outbound flight prior to November 1, 2018 and is returning on or after November 1, 2018, will be allowed to transport the ESA(s) in accordance with the existing policy. Customers traveling with one or more emotional support animals after November 1 have the option to limit their travel to only one emotional support animal, to travel without their animal, or to receive a full refund if they no longer wish to travel.

Frontier Airlines welcomes emotional support animals accompanying a customer with a disability on our flights; the customer must present, however the required documentation outlined below.
The ESA must be trained to behave properly in a public setting and remain under the control of the handler at all times. An ESA that engages in disruptive behavior may be denied boarding.

Examples of disruptive behavior include (but are not limited to):

  • Barking, scratching, or excessive whining
  • Growling, biting, lunging
  • Urinating or defecating in the cabin or gate area

Documentation Requirements to Travel with an Emotional Support Animal
A customer seeking to travel with an ESA will be required to complete, sign and submit the following forms to Frontier at least 48 hours prior to travel:

Download REQUIRED forms here
Upload completed forms here

  1. Frontier Medical/Mental Health Professional Form completed by a customers’ licensed medical/mental health professional (valid for 1 year from date signed) identifying:
    • The Passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders – Fourth Edition (DSM IV)
    • The Passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination
    • The individual providing the assessment is a licensed mental health professional or medical doctor, and the Passenger is under his or her professional care
    • The date and type of mental health professional's or medical doctor's license and the state or other jurisdiction in which it was issued
  2. Frontier Animal Behavior Acknowledgment Form signed by the customer identifying:
    • The ESA has been trained to behave in a public setting and takes direction upon command
    • That if the ESA acts inappropriately it will be considered not acceptable for air travel and will be removed from the aircraft
    • Customer liability for the conduct of the ESA

Booking a Reservation
We require a customer to notify us at least 48 hours in advance if traveling with an ESA. When booking a new reservation, customers should indicate that they will be seeking to travel with an ESA. For existing travel, a customer can print the required forms and update his/her reservation online. If an animal does not meet the qualifications to travel as an ESA, the animal may be eligible to travel in accordance with our Pet Policy for a fee.

At the Airport
By submitting all required forms prior to travel, a customer can check in online and proceed directly to the gate. Our representatives are trained to ask fact-finding questions to determine whether an animal is a trained service animal, ESA, or eligible to be accepted as a pet. A customer who is traveling with an ESA may be required to present documentation to our representatives at the airport prior to boarding the aircraft. The customer may be asked about the nature of the animal at different points throughout the journey, so it’s important to keep the documentation accessible for presentation to Frontier
representatives.

Onboard
A customer traveling with an ESA cannot sit in an emergency exit row. An ESA 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). ESA’s must not:

  • Extend into the aircraft aisle
  • Occupy an empty aircraft seat or encroach upon a neighboring seat
  • Eat off seatback tray tables
  • Occupy a tray table

A customer is not required to transport an ESA in a pet carrier. However, if a customer opts to do so, the carrier must be properly stowed for taxi, takeoff, and landing, in the foot space in front of the customer’s seat.

International Travel
An ESA is allowed to travel on flights to/from all domestic and international destinations, but many international destinations have country-specific regulations. A customer traveling with an ESA 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. Flights operated by our codeshare partner, Volaris Airlines, prohibit all animals except dogs. Additionally, if you are flying to Jamaica, please review the Jamaican animal importation policies prior to travel here to assure that your Service Animal complies with Jamaican law.

Traveling with an Emotional Support Animal prior to November 1st, 2018:
We accept emotional support animals in the cabin of our aircraft under the conditions below.

  • A hard copy of a written statement, one per animal, current within one year, on letterhead from a mental health professional is required if you wish to travel with an emotional support animal. The statement must:
    • Include the date and type of the mental health professional's license and the state or other jurisdiction in which it was issued
    • Include documentation that the individual providing the written statement is a licensed mental health professional and that you are under their professional care
    • Verify that you have a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV)
    • Include documentation that having your emotional support animal accompany you is necessary to your mental health, treatment and/or to is needed to assist you during travel
  • Your animal(s) must fit under the seat or on your lap, one animal per lap. We will make every
    effort to accommodate the space needed, however in accordance with FAA regulation you may be required to purchase an additional seat. You may not be seated in an emergency exit row
  • A health certificate is not required for emotional support animals unless mandated by the jurisdiction of your destination
  • We do not accept unusual or exotic animals including but not limited to rodents, reptiles, insects, hedgehogs, rabbits, sugar gliders, non-household birds or improperly cleaned and/or animals with foul odor

Your emotional support animal must remain under your control for the duration of the flight(s).
Note: The behavior of any animal traveling on Frontier will assessed at the airport. This is to ensure the
safety of all passengers is met prior to travel. We reserve the right to refuse to accommodate an animal
in the cabin if requested documentation is not available or if the animal is considered aggressive or
disruptive.

Portable Oxygen Concentrator Onboard

Cylinders of compressed or liquefied medical oxygen can't be 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.

At this time, the only portable oxygen concentrators accepted and approved by the FAA for air transport and use onboard Frontier aircraft are:

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.

The signed medical statement may be on physician letterhead or on a prescription. The Portable Oxygen Concentrator Medical Authorization (form 30881) is available on www.FlyFrontier.com.

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.

  • A POC is considered an assistive device and may be carried on the aircraft or checked without charge.
  • A POC may be carried onboard for use in the cabin or transported as checked baggage.
  • You should carry enough fully charged batteries to power the device throughout your entire journey including all ground time (between connections), the duration of the flight, and any unexpected delays. All batteries must be transported in carry-on baggage and packaged in a manner that protects them from physical damage and short circuits.
    • You should plan to bring a battery supply equal to at least 150% of scheduled flight time. More information regarding travel with batteries, is provided by the U.S. Department of Transportation.
  • Aircraft electrical outlets (plugs) are not available for use with any electronic device.
  • Prior to traveling, passengers must complete the Portable Oxygen Concentrator Medical Authorization Form 30881 (PDF) or obtain a medical statement from their physician addressing the points on the Frontier Medical Authorization form.

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.

  • A respiratory device is considered an assistive device and may be carried on the aircraft or checked without charge.
  • A respiratory device may be carried onboard for use in the cabin or transported as checked baggage.
  • You should carry enough fully charged batteries to power the device throughout your entire journey including all ground time (between connections), the duration of the flight, and any unexpected delays. All batteries must be transported in carry-on baggage and packaged in a manner that protects them from physical damage and short circuits.
    • You should plan to bring a battery supply equal to at least 150% of scheduled flight time. More information regarding travel with batteries, is provided by the U.S. Department of Transportation.
  • Aircraft electrical outlets (plugs) are not available for use with any electronic device.
  • A medical authorization is not required.

Customer of Size

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.

Traveling with Nuts or other Severe Allergies

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.