Frontier Airlines: paid extra and did not get it

Collect

• receipt for the fee
• confirmation code
• cancellation or delay notice

Steps

1. Request the refund of the unused extra through the refund form.

   FormApply for a Refund form

2. If refused, complain in writing, then file with the U.S. DOT.

   FormShare Feedback (complaint form)

Facts you can cite

• Policy

  Frontier's refund page covers optional services when "Frontier was unable to provide an optional ancillary service you purchased" on a cancelled or significantly delayed flight.

  Source: flyfrontier.com, verified 2026-10-12

Rules in force

• DOT automatic refund rule for airline tickets and ancillary fees (2024)
  14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)

  Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.

  Source: ecfr.gov, verified 2026-10-12

  3 citable points

  • Deadline

    A "prompt refund" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    The merchant-of-record carrier must give a prompt and automatic refund of any ancillary service fee (for example Wi-Fi or a seat) when the service was not provided through no fault of the consumer. If the service failed for only some passengers, the obligation starts when the affected passenger notifies the carrier and the carrier confirms it.

    Source: ecfr.gov, verified 2026-10-12

Rules not in force (do not cite)

• DOT 2024 airline ancillary fee transparency rule (vacated) Vacated
  89 FR 34620 (April 30, 2024), "Enhancing Transparency of Airline Ancillary Service Fees"; current rules at 14 CFR 399.84 and 399.85

  Vacated. A Fifth Circuit panel stayed the 2024 rule on July 29, 2024 (110 F.4th 672); the en banc Fifth Circuit vacated it on February 3, 2026 (166 F.4th 487). DOT's final rule of July 2, 2026 (91 FR 40368, effective July 2, 2026, issued without notice and comment) removed the 2024 text and restored the 2011 standards in 14 CFR 399.84 and 399.85. The restored 399.85 baggage and optional-fee disclosures are in force.

  Not in force. Do not cite it as current law.

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCustomer service phone +1-602-333-5925

2. Written complaint

   FormShare Feedback (complaint form)

3. Federal regulator

   RegulatorU.S. Department of Transportation, Office of Aviation Consumer Protection +1-800-778-4838

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Card dispute for a refund Frontier owes but has not paid.

State agencies for this sector: your state’s attorney general. Find yours in the list of state agencies, or as JSON in states/<code>.json (for example states/ny.json).

Watch out

Related

• Paid extra and did not get it at other companies
• How Frontier Airlines complaints actually go (dossier, checked 2026-10-12)
• Airlines — how complaints work
• Frontier Airlines: flight cancelled or significantly changed
• Frontier Airlines: long delay
• Frontier Airlines: delayed bag
• Frontier Airlines: lost bag
• Frontier Airlines: damaged bag
• Frontier Airlines: bumped or denied boarding
• Frontier Airlines: disability assistance problem