{"id":"frontier-airlines","page":"https://escalate.alexgaoth.com/#/c/frontier-airlines","html":"https://escalate.alexgaoth.com/c/frontier-airlines/","generated":"2026-10-15","company":{"id":"frontier-airlines","name":"Frontier Airlines","aliases":["frontier airlines inc","flyfrontier","flyfrontier.com"],"sector":"airline","parent":"Frontier Group Holdings","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with us","value":"https://www.flyfrontier.com/chat-with-us/","purposes":["flight_cancellation","flight_delay","refund_request","accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"rebooking-refund-portal","type":"portal","label":"Rebooking/Refund Options (self-service for cancelled or delayed flights)","value":"https://travel.flyfrontier.com/login","purposes":["flight_cancellation","flight_delay"],"access":"login","notes":"Frontier calls this the fastest way to rebook or get a refund after a cancellation or long delay.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations mailing address","value":"Frontier Airlines, Inc., Attn: Customer Relations, 4545 Airport Way, Denver, CO 80239","purposes":["poor_service","flight_cancellation"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"accessibility-form","type":"web_form","label":"Accessibility Request form","value":"https://frontiercswprod.powerappsportals.com/contact-us/accessibility-request-form/","purposes":["accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Do not take the rebooked flight or a travel credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation code","original and new itinerary","cancellation or delay notice"],"steps":[{"do":"Use Rebooking/Refund Options to choose a refund instead of a rebooking or credit.","channel":"rebooking-refund-portal"},{"do":"If the self-service tool does not work, submit the Apply for a Refund form.","channel":"refund-form"},{"do":"If the refund does not arrive within 7 business days, chat or call, then file a written complaint.","channel":"customer-care-form"},{"do":"File a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Frontier's refund page sets the significant delay threshold at \"greater than 3 hours for domestic flights, or greater than 6 hours for international flights\", and says refunds \"apply only if the customer did not take a rebooked flight.\"","issues":["flight_cancellation","flight_delay"],"source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Frontier's Customer Service Plan says \"Refunds will be processed within seven (7) business days\" to the original form of payment.","issues":["flight_cancellation","refund_request"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage section 17.C says Frontier rebooks only on its own flights and \"will have no obligation to provide transportation on another carrier.\" If you decline the alternatives, Frontier refunds the unused portion including fees for ancillary services not provided.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"Ask for a meal voucher at 3 hours; ask for a refund instead of travel if the delay is more than 3 hours domestic.","evidence":["confirmation code","scheduled and actual times","cause given by Frontier","receipts"],"steps":[{"do":"At the airport, ask for a meal voucher once the delay reaches 3 hours."},{"do":"If you no longer want to travel, request a refund of the unused portion.","channel":"rebooking-refund-portal"},{"do":"If Frontier refuses, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"Frontier's Customer Service Plan says \"Frontier will provide meal vouchers for flight delays of 3 hours or more\", including cancellations where the Frontier rebooking departs 3 or more hours after the original departure. The plan does not list hotel or ground transportation.","issues":["flight_delay","flight_cancellation"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report within 4 hours of arrival at the Baggage Service Office, then track and claim through the NetTracer portal.","evidence":["bag tag","baggage file reference","receipts for essentials"],"steps":[{"do":"Report the delayed bag at the Baggage Service Office or ticket counter within 4 hours of arrival. Get the file reference."},{"do":"Follow the file and submit documentation online.","channel":"baggage-claim-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 16.B.1 says a claim for damage, delay or loss of baggage on domestic flights must be reported within 4 hours of the arrival of the flight. Supporting documentation must be submitted within 30 days from the date you receive the claim form packet from Frontier.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"},{"kind":"process","claim":"The Customer Service Plan says staff create a tracing file and cover \"immediate, reasonable needs\" while you wait for a delayed bag.","issues":["delayed_baggage"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the delayed-bag file open and submit the claim documentation within 30 days of receiving Frontier's claim packet.","evidence":["bag tag","file reference","contents list with values","receipts"],"steps":[{"do":"Make sure the bag was reported within 4 hours of arrival and you have a file reference."},{"do":"Submit the contents claim with documentation within 30 days of receiving the claim form packet.","channel":"baggage-claim-form"},{"do":"Ask for the checked bag fee back.","channel":"refund-form"}],"facts":[{"kind":"limit","claim":"Contract of Carriage section 16.A.1 limits Frontier's liability for loss, damage or delay of checked baggage on domestic flights to $4,700 (or a greater amount set in 14 CFR Part 254) for all bags under one ticketed passenger's name.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within 4 hours of arrival (24 hours for pilferage) and submit documentation within 30 days.","evidence":["photos of the damage","bag tag","file reference","repair estimate"],"steps":[{"do":"Show the damaged bag at the Baggage Service Office within 4 hours of arrival."},{"do":"Submit the claim and photos through the baggage portal.","channel":"baggage-claim-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 16.B.1 allows claims for pilferage up to 24 hours after flight arrival; other damage must be reported within 4 hours.","issues":["damaged_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"Volunteers get a Frontier travel voucher; if bumped involuntarily, ask for the written notice and compensation.","evidence":["boarding pass","written denied-boarding notice"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If compensation is not paid, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage section 18.A says volunteers get compensation in the form of an Electronic Travel Voucher for future transportation to be booked within 365 days on Frontier.","issues":["denied_boarding","travel_credit"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Ask for a refund of a bag, seat or other extra Frontier could not provide on a cancelled or significantly delayed flight.","evidence":["receipt for the fee","confirmation code","cancellation or delay notice"],"steps":[{"do":"Request the refund of the unused extra through the refund form.","channel":"refund-form"},{"do":"If refused, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"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.","issues":["ancillary_fee_refund"],"source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Use chat, airport staff or the Accessibility Request form; no dedicated disability phone line was found.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Submit the Accessibility Request form, or ask at the ticket counter or gate.","channel":"accessibility-form"},{"do":"Complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}]}],"facts":[{"kind":"deadline","claim":"Frontier acknowledges written complaints within 30 days and gives \"a substantive response within 60 days of receiving the correspondence.\"","issues":["poor_service"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","official_domains":["flyfrontier.com"]},"playbooks":{"flight_cancellation":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Do not take the rebooked flight or a travel credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation code","original and new itinerary","cancellation or delay notice"],"steps":[{"do":"Use Rebooking/Refund Options to choose a refund instead of a rebooking or credit.","channel":{"id":"rebooking-refund-portal","type":"portal","label":"Rebooking/Refund Options (self-service for cancelled or delayed flights)","value":"https://travel.flyfrontier.com/login","purposes":["flight_cancellation","flight_delay"],"access":"login","notes":"Frontier calls this the fastest way to rebook or get a refund after a cancellation or long delay.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}},{"do":"If the self-service tool does not work, submit the Apply for a Refund form.","channel":{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}},{"do":"If the refund does not arrive within 7 business days, chat or call, then file a written complaint.","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"do":"File a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with us","value":"https://www.flyfrontier.com/chat-with-us/","purposes":["flight_cancellation","flight_delay","refund_request","accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"rebooking-refund-portal","type":"portal","label":"Rebooking/Refund Options (self-service for cancelled or delayed flights)","value":"https://travel.flyfrontier.com/login","purposes":["flight_cancellation","flight_delay"],"access":"login","notes":"Frontier calls this the fastest way to rebook or get a refund after a cancellation or long delay.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations mailing address","value":"Frontier Airlines, Inc., Attn: Customer Relations, 4545 Airport Way, Denver, CO 80239","purposes":["poor_service","flight_cancellation"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Frontier's refund page sets the significant delay threshold at \"greater than 3 hours for domestic flights, or greater than 6 hours for international flights\", and says refunds \"apply only if the customer did not take a rebooked flight.\"","issues":["flight_cancellation","flight_delay"],"source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Frontier's Customer Service Plan says \"Refunds will be processed within seven (7) business days\" to the original form of payment.","issues":["flight_cancellation","refund_request"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage section 17.C says Frontier rebooks only on its own flights and \"will have no obligation to provide transportation on another carrier.\" If you decline the alternatives, Frontier refunds the unused portion including fees for ancillary services not provided.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"flight_delay":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"Ask for a meal voucher at 3 hours; ask for a refund instead of travel if the delay is more than 3 hours domestic.","evidence":["confirmation code","scheduled and actual times","cause given by Frontier","receipts"],"steps":[{"do":"At the airport, ask for a meal voucher once the delay reaches 3 hours."},{"do":"If you no longer want to travel, request a refund of the unused portion.","channel":{"id":"rebooking-refund-portal","type":"portal","label":"Rebooking/Refund Options (self-service for cancelled or delayed flights)","value":"https://travel.flyfrontier.com/login","purposes":["flight_cancellation","flight_delay"],"access":"login","notes":"Frontier calls this the fastest way to rebook or get a refund after a cancellation or long delay.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}},{"do":"If Frontier refuses, send a written complaint, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with us","value":"https://www.flyfrontier.com/chat-with-us/","purposes":["flight_cancellation","flight_delay","refund_request","accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"rebooking-refund-portal","type":"portal","label":"Rebooking/Refund Options (self-service for cancelled or delayed flights)","value":"https://travel.flyfrontier.com/login","purposes":["flight_cancellation","flight_delay"],"access":"login","notes":"Frontier calls this the fastest way to rebook or get a refund after a cancellation or long delay.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Frontier's Customer Service Plan says \"Frontier will provide meal vouchers for flight delays of 3 hours or more\", including cancellations where the Frontier rebooking departs 3 or more hours after the original departure. The plan does not list hotel or ground transportation.","issues":["flight_delay","flight_cancellation"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"delayed_baggage":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"Report within 4 hours of arrival at the Baggage Service Office, then track and claim through the NetTracer portal.","evidence":["bag tag","baggage file reference","receipts for essentials"],"steps":[{"do":"Report the delayed bag at the Baggage Service Office or ticket counter within 4 hours of arrival. Get the file reference."},{"do":"Follow the file and submit documentation online.","channel":{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}}],"channels":[{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 16.B.1 says a claim for damage, delay or loss of baggage on domestic flights must be reported within 4 hours of the arrival of the flight. Supporting documentation must be submitted within 30 days from the date you receive the claim form packet from Frontier.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"},{"kind":"process","claim":"The Customer Service Plan says staff create a tracing file and cover \"immediate, reasonable needs\" while you wait for a delayed bag.","issues":["delayed_baggage"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"lost_baggage":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"Keep the delayed-bag file open and submit the claim documentation within 30 days of receiving Frontier's claim packet.","evidence":["bag tag","file reference","contents list with values","receipts"],"steps":[{"do":"Make sure the bag was reported within 4 hours of arrival and you have a file reference."},{"do":"Submit the contents claim with documentation within 30 days of receiving the claim form packet.","channel":{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"do":"Ask for the checked bag fee back.","channel":{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}}],"channels":[{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"Contract of Carriage section 16.A.1 limits Frontier's liability for loss, damage or delay of checked baggage on domestic flights to $4,700 (or a greater amount set in 14 CFR Part 254) for all bags under one ticketed passenger's name.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"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.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"damaged_baggage":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage within 4 hours of arrival (24 hours for pilferage) and submit documentation within 30 days.","evidence":["photos of the damage","bag tag","file reference","repair estimate"],"steps":[{"do":"Show the damaged bag at the Baggage Service Office within 4 hours of arrival."},{"do":"Submit the claim and photos through the baggage portal.","channel":{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}}],"channels":[{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 16.B.1 allows claims for pilferage up to 24 hours after flight arrival; other damage must be reported within 4 hours.","issues":["damaged_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"denied_boarding":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"Volunteers get a Frontier travel voucher; if bumped involuntarily, ask for the written notice and compensation.","evidence":["boarding pass","written denied-boarding notice"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If compensation is not paid, send a written complaint, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage section 18.A says volunteers get compensation in the form of an Electronic Travel Voucher for future transportation to be booked within 365 days on Frontier.","issues":["denied_boarding","travel_credit"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"ancillary_fee_refund":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"ancillary_fee_refund","name":"Paid extra and did not get it"},"playbook_source":"company","summary":"Ask for a refund of a bag, seat or other extra Frontier could not provide on a cancelled or significantly delayed flight.","evidence":["receipt for the fee","confirmation code","cancellation or delay notice"],"steps":[{"do":"Request the refund of the unused extra through the refund form.","channel":{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}},{"do":"If refused, complain in writing, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}}],"channels":[{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["ancillary_fee_refund"],"source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"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.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.4","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-ancillary-fee-disclosure","title":"DOT 2024 airline ancillary fee transparency rule (vacated)","citation":"89 FR 34620 (April 30, 2024), \"Enhancing Transparency of Airline Ancillary Service Fees\"; current rules at 14 CFR 399.84 and 399.85","jurisdiction":"us-federal","status":"vacated","summary":"DOT's 2024 rule requiring airlines and ticket agents to show passenger-specific bag and change or cancellation fees before purchase never took effect. The Fifth Circuit stayed it in July 2024 and, sitting en banc, vacated it on February 3, 2026. Do not cite it. Effective July 2, 2026, DOT restored the older 2011 baggage fee disclosure rules in 14 CFR 399.85, which remain in force.","source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12","status_note":"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.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]},"accessibility":{"company":{"id":"frontier-airlines","name":"Frontier Airlines","sector":"airline","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/"},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Use chat, airport staff or the Accessibility Request form; no dedicated disability phone line was found.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Submit the Accessibility Request form, or ask at the ticket counter or gate.","channel":{"id":"accessibility-form","type":"web_form","label":"Accessibility Request form","value":"https://frontiercswprod.powerappsportals.com/contact-us/accessibility-request-form/","purposes":["accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"do":"Complain in writing, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}}],"channels":[{"id":"chat","type":"chat","label":"Chat with us","value":"https://www.flyfrontier.com/chat-with-us/","purposes":["flight_cancellation","flight_delay","refund_request","accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"accessibility-form","type":"web_form","label":"Accessibility Request form","value":"https://frontiercswprod.powerappsportals.com/contact-us/accessibility-request-form/","purposes":["accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points":[{"kind":"contact","claim":"Carriers that operate aircraft with 19 or more passenger seats must designate Complaints Resolution Officials and make a CRO available at each airport they serve during all times they operate there, in person or by telephone at no cost to the passenger.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When a CRO handles a complaint about something that already happened, the CRO must give the passenger a written statement that summarizes the facts and either the steps the carrier proposes (if it agrees there was a violation) or its reasons (if it finds none), and that states the right to pursue DOT enforcement. The statement should be given at the airport if possible; otherwise it must be sent within 30 calendar days of the complaint.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A carrier must send a dispositive written response within 30 days of receiving a written disability complaint, admitting or denying a violation and informing the passenger of the right to pursue DOT enforcement. A carrier need not respond to a complaint postmarked or transmitted more than 45 days after the incident, except complaints referred by DOT.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must use best efforts to provide and pay for an adequate loaner device. If the loaner is not adequate, the passenger may obtain one, and the carrier must reimburse the cost within 30 days of the request.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"Not enforced until April 30, 2027: the rebuttable presumption that a device not returned in the condition received was mishandled in violation of the ACAA (382.130(a)); refresher training frequency (382.141(a)(6)); the notification in 382.125(e); and fare difference reimbursement when a wheelchair does not fit the aircraft (382.132). DOT says it may modify these in a new rulemaking. Do not cite these four as currently enforced.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2026/08/04/2026-15835/accessible-lavatories-on-single-aisle-aircraft-and-ensuring-safe-accommodations-for-air-travelers","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated that its enforcement pause does not affect enforcement of the Wheelchair Rule's other requirements.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2025/09/30/2025-18980/ensuring-safe-accommodations-for-air-travelers-with-disabilities-using-wheelchairs","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["flyfrontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":37,"reference":1,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Frontier Airlines — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/frontier-airlines.md","markdown":"## In short\n\nFrontier publishes a 24/7 phone number again, next to chat and WhatsApp, and has online forms for refunds and written complaints. After a cancellation or a delay of more than 3 hours (domestic), you can take a refund instead of the rebooking, but only if you did not fly the rebooked flight. Frontier rebooks only on its own flights and its plan does not promise hotels. Report bag problems within 4 hours. Frontier had the fourth-most DOT complaint cases in July 2026 and the lowest satisfaction score of the operating airlines that ACSI measured.\n\n## How complaints actually go\n\n- Frontier lists a 24/7 customer service phone number (+1-602-333-5925) and chat on its customer service page. [Frontier: customer service](https://www.flyfrontier.com/customer-service/)\n- Frontier's Customer Service Plan says it acknowledges written complaints within 30 days and gives \"a substantive response within 60 days of receiving the correspondence.\" [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- Frontier's refund page sets the significant-delay threshold at more than 3 hours for domestic flights and more than 6 hours for international flights, and says refunds \"apply only if the customer did not take a rebooked flight.\" Use the refund form if the self-service tool does not finish the request. [Frontier: refund options](https://www.flyfrontier.com/refund-options/)\n- DOT has penalized Frontier twice. In 2022 it assessed $2.2 million for extreme delays in refunds, after Frontier paid $222 million in required refunds. [DOT press release, 2022](https://www.transportation.gov/briefing-room/more-600-million-refunds-returned-airline-passengers-under-dot-rules-backed-new) In January 2025 it assessed $650,000 for three chronically delayed flights; in April 2026 DOT credited the remaining $162,500 for Frontier's passenger compensation and investments. [DOT Order 2026-4-11](https://www.transportation.gov/sites/dot.gov/files/2026-04/Frontier%20Airlines%20Order%202026-4-11.pdf)\n\n## What tends to work\n\n- Frontier's Customer Service Plan says \"Refunds will be processed within seven (7) business days\" to the original form of payment. If a refund is late, cite this and the refund rule (rule `dot-refunds-rule`). [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- Frontier's plan says it \"will provide meal vouchers for flight delays of 3 hours or more\", including cancellations where the rebooked flight leaves 3 or more hours after the original. Ask at the gate. [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- If you decline the alternatives after a cancellation, the Contract of Carriage says Frontier refunds the unused portion, including fees for paid extras not provided. [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- If Frontier does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## Traps and fine print\n\n- Contract of Carriage section 17.C says Frontier rebooks only on its own flights and \"will have no obligation to provide transportation on another carrier.\" [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- Frontier's Customer Service Plan does not list hotel or ground transportation for disruptions. [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- Damage, delay or loss of a bag on a domestic flight must be reported within 4 hours of arrival (pilferage within 24 hours), and supporting documents are due within 30 days of receiving Frontier's claim packet. [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- Volunteers who give up their seat are paid in an electronic travel voucher that must be used to book within 365 days on Frontier. [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n\n## By the numbers\n\n- July 2026: DOT received 773 complaint cases about Frontier; 195 were about refunds and 184 about flight problems. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: Frontier arrived on time 62.5% of the time (7th of 8), cancelled 3.4% of flights (7th of 8), and mishandled 0.54 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Frontier scored 69 out of 100, up from 65 in 2025; only Spirit scored lower. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- The BBB reports fake airline booking sites and customer service numbers found through online searches; get Frontier's number from flyfrontier.com. [BBB scam alert, June 2024](https://www.bbb.org/article/scams/20149-scam-alert-watch-out-for-airfare-scams-when-booking-your-trip), [Frontier: customer service](https://www.flyfrontier.com/customer-service/)\n- The FTC warns of fake airline customer service accounts on social media during disruptions; use the airline's official app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}