So this is a niche topic, so what?
Frontier gave me a $100 voucher recently because they canceled my flight three months out.
The voucher kept failing to apply when I tried to use it today, so I saw no choice but to call them up and try booking the flight by phone.
Frontier’s call center is open 24/7:
There is a $10 fee for booking over the phone, but that is waived for elite members.
As a reminder, here are the elite benefits:
So I call them up.
You enter the initial details of the flight (dates, destination, # of passengers) with an automated system, then you wait to speak to a representative.
After about three minutes, a nice fellow came on the line and confirmed all my flight details.
After he told me the price, I let him know that I had a voucher, and that I was an elite member so the $10 phone fee should be waived.
After a brief hold, he took down my loyalty number and waived the fee with no issue.
After another brief hold, he asked me my seating preference.
For some reason the seat I wanted in Row 12 wasn’t appearing as a free option for him, even though it did for me online (as an Elite member).
He booked me a window seat in Row 5 instead, and I was able to edit it to Row 12 after the booking was complete.
I’m not sure why, but he was able to successfully apply the $100 voucher.
It’s possible it wasn’t working for me online because I was selecting that Row 12 seat that appeared as unavailable (or not free) in their back-end system.
Out of curiosity, I asked him where his office was located.
“We’re all over the world sir, but I am in South America,” he said.
“Oh cool, which country?”
“I am in Colombia.”
He sounded happy to answer a question that wasn’t related to a booking.
In total, the call took 28 minutes, but it was worth it to save ~$250 flying across the country.
I don’t know if I’m the luckiest guy on earth or what, but I continually fail to encounter the horrible customer service from Frontier that you hear about in the news.
Frontier is an ultra-low-cost carrier though, so there are technical glitches more often than with the bigger airlines.
Sometimes that’s a good thing (mistake fares), sometimes that’s a bad thing (website doesn’t work, so you have to call in).
Want to read more about Frontier? Check out our Topics page here.