tomite

Sorry for the length of this, but I am hoping one of the more experienced Frontier flyers can help me with my question. In late July, I flew the following itinerary: Flight 1550 from DFW-ATL with a 5 hour layover. Flight 2001 from ATL-LAS. My return flight after my LAS trip was completed was Flight 2124. When I received my summary of Frontier Miles, it did not give me credit for my DFW-ATL flight (732 miles). I filled out the Request Miles Credit form and was messaged back by a "Reservation Specialist" that only the ATL-LAS and LAS-DFW flights would accrue miles. I then looked at the Frontier website in the Terms and Conditions section under Accruing/Earning Frontier Miles and found the following:

1. On trips between origin city and final destination that include a connection requiring a change in aircraft with a new flight number, mileage will be computed based on each flight segment. A segment is a flight between two airports using one flight number, regardless of the number of intermediate stops or changes of planes.

I wrote back to the Reservation Specialist and included the above statement and asked for an explanation. I simply received another reply that was exactly as the first, that only the same two flight would accrue miles. There was no explanation as to why this was the case despite the airline's statement under the Terms and Conditions. I did change aircraft which included new flight numbers. Is my request valid or am I interpreting the statement incorrectly? Has anyone else faced this issue and, if so, what was the outcome? I am fairly new to Frontier and was a bit disappointed in the response of the Reservation Specialist in not giving me the requested explanation as to why the miles were not credited.

lidosjawn

I've had little success getting someone from the Request Miles Form to get it right. I have had better success using the Add Trip in my profile and entering the confirmation code for standard miles postings.

tomite

I initially used the Add Trip function on my profile, but it stated "this trip has already been added". Thats why I used the Request Miles Credit form.

maskedmesothorium

The text in the Frontier terms applies to flights that stop somewhere but have the same flight number.

So if DFW-ATL-LAS was all one flight number, you would only get credit for DFW-LAS, i.e. 1,055 miles. Sounds like this was not the case for you, so you should definitely get the credit... i.e. 2,478 miles. Unfortunately think you just need to try again and be persistent.

tomite

Thanks. I thought my interpretation was correct. Don't know why it's so hard for the agent I am communicating with to understand. I guess I'll keep trying the patience and persistence route.

mayiplease

You might want to try this link. I had a similar problem and I was able to get all of my miles credited (literally within a few hours) by filling out a form. I also uploaded copies of my boarding passes so they could see the route I flew.

tomite

Thanks, mayiplease. That is the Request Miles Credit form I originally filled out and the person responsible for resolving the issue is the one who doesn't seem to agree with my contention that I should be awarded those miles from DFW-ATL. If I don't hear back from her in a day or so, I will probably fill the form out again and hope I get a different reservation specialist. I know it's only 732 miles and may seem petty, but I think it's a matter of principle that we are expected to fulfill our obligation to follow their rules when flying and they should do the same in abiding by their stated terms and conditions. Thanks again to all the responders for the help. I will post again with whatever information I get about it.

mayiplease

Sorry - as I re-read the comments, I realized that the OP has already used the form that I was talking about. Perhaps I was successful because I uploaded copies of my individual boarding passes?

tomite

Well, I think I have found the reasoning behind the denial of the miles. I read down further in the terms and conditions and found the section of "Earning Exclusions." Under #4 it states, "Voluntary flight changes in lieu of non-stop and/or direct flights for the accumulation of additional mileage is not permitted." I am assuming this is why my flight to ATL from DFW was not counted in the mileage accrual. Oh well, I guess we live and learn.

maskedmesothorium

Did you same-day change to take the extra stop? Or did you originally purchase the routing with the connection?

tomite

It was the original purchase. I never altered the initial trip. Does that make a difference?

jjbiv

It doesn't sound like a voluntary flight change if this was the original routing you purchased. Was there even a nonstop flight on the same day available as an option?

tomite

Well, I am truly dumbfounded. I am new to Frontier Airlines and have enjoyed flying with them the handful of times I have flown. When I have heard the complaints about customer service and the fact it is considered America's worst airline, I took it with a grain of salt. I am beginning to think I might be wrong. This was the response I got in what I guess was the final email I received from the 'reservation specialist' that I have been dealing with:

Thank you for contacting the MyFrontier Department.

Following up on your request, let me inform you that the fact that these cities do not accrue miles is handled as internal information and cannot be shared with our passengers.
As it is internal information let me inform you again that this flight segment does not accrue miles so unfortunately you can not be credited.
Thank you for choosing Frontier Airlines.

What kind of statement is that? To her credit, she has always responded in a timely manner, but all I wanted was a definitive explanation. Wow!

jjbiv

I would reach out to Frontier Cares on Twitter, er X, to see if you can at least get a better response. What you received makes no sense and reeks of a reply from an offshore contractor. Your goal is to get a reply from someone on the Frontier Miles team in Denver.

Reaching

Just a DP: my Frontier flight on 7/1 did not post automatically. Submitted a ticket on Aug 21. Miles credited today (Oct. 6).