Frontier Airlines allegedly failed to refund consumers for cancelled flights.

A Frontier passenger has filed a class action lawsuit against the airline, saying she and other passengers should be provided with refunds for trips canceled due to the coronavirus. 

Shirley Johnson says that after her spring Florida trip was canceled because of the coronavirus crisis, she wanted a refund for her plane ticket purchase.

However, she claims that Frontier Airlines only offered her a flight credit that expired in just 90 days. Now, Shirley is asking for refunds not only for herself, but on behalf of a proposed Class of consumers who were also denied refunds after coronavirus cancellations.

Johnson is a New Jersey resident, who says that on Feb. 27, 2020, she had booked a round-trip flight from Philadelphia to Orlando, Florida. Allegedly, she made her purchase from Frontier Airlines and paid $797.83 for her ticket. According to Johnson, she was set to depart from Philadelphia on April 18, 2020 and return on April 25, 2020.



The Frontier Airlines refund class action lawsuit explains that on April 8, 2020, Johnson was notified by Frontier that her flights had been canceled. In the notification email, the company also offered Johnson a travel credit that would expire in 90 days, by way of compensation for the canceled flight, says Johnson.

In light of receiving that email, Johnson recounts that she asked the company that she be refunded for the cost of her trip, not credited for future trips. She says that this effort was unsuccessful and she did not receive a refund.

Allegedly, the only response she received was an email from the CEO of the airline, sent on May 6, 2020, that outlined how Frontier Airlines was responding to the COVID-19 crisis.

Flights, including those on Frontier Airlines, have been disrupted due to the coronavirus.

The Frontier Airlines COVID-19 cancellation class action lawsuit argues that the airline has made a practice of denying refunds to many passengers, in an attempt to pass off the costs of the coronavirus onto its consumers.



Johnson underscores that this treatment of passengers comes despite the federal government’s assistance of the airline industry — in the form of a $25 billion stimulus package to help the industry weather the storm of the coronavirus crisis.

Numerous consumers have complained about the airline’s failure to refund, making the company well aware of passengers’ views on this response, says Johnson.

Additionally, news sources have taken note of Frontier’s coronavirus response — Johnson states that the travel website One Mile at a Time calls Frontier Airlines’ rebooking policy “by far the worst” among its peers. The site says that “giving customers just 90 days to rebook is rather ridiculous when you consider the amount of uncertainty at the moment.” 

Johnson argues that the vouchers are virtually worthless and “simply unworkable” because the pandemic has prevented most people from making concrete travel plans well into the future.

According to the plaintiff, the outbreak has also prevented passengers from making plans to travel just 90 days out from their initial trip.



Johnson asserts that Frontier’s failure to offer refunds violates both the company’s contract of carriage and federal law.

The company is reportedly aware or should be aware of its obligations to the law and to its passengers, but is prioritizing profits at the expense of its consumers. The airline’s contract of carriage requires the airline to provide a prompt refund to consumers if the airline cancels a flight, which, Johnson notes, is the case in the coronavirus cancellations.

She also notes that the Department of Transportation itself also requires airlines to offer refunds. Reportedly, on March 31, 2020, a group of Senators including Edward J. Markey, Richard Blumenthal, Elizabeth Warren, and Sheldon Whitehouse sent a note to Frontier Airlines CEO Barry L. Biffle, reminding him of the company’s obligations to “issue full refunds to all customers” whose flights are canceled during the coronavirus crisis.

Like Johnson, the Senators reportedly pointed to the financial strain that the coronavirus has put on many Americans, and stated that refusing a refund for a flight cancellation beyond the consumer’s control is yet another hardship that the public should not have to endure. 

Have you had a flight canceled due to the coronavirus? Share your experiences in the comments below.

Johnson is represented by Shanon J. Carson, and John G. Albanese of Berger Montague, and by Adam E. Polk and Jordan Elias of Girard Sharp LLC.

The Frontier Airlines COVID-19 Flight Cancellation Refund Class Action Lawsuit is Shirley Johnson v. Frontier Airlines, Case No. 1:20-cv-01751, in the U.S. District Court for the District of Colorado. 

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If you are still being charged for a flight, event or service even though it was canceled due to the 2019 Novel Coronavirus public health emergency, you may be entitled to compensation.

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26 Comments

  • kim velasquez July 3, 2020

    Please add me

  • kim velasquez July 3, 2020

    Please add me I’m going through the same thing with frontier although they didn’t offer me a credit without charging me a fee which would almost cancel out the whole ticket price. Either way they’re trying to keep my money

  • Flatria White July 3, 2020

    Please add me. I had a flight canceled due to the virus. They gave me an option of miles or refund. I thought the refund was my cash but it was a credit that I could only use in 90 days. My flight was canceled on March 20th and expired in June. Some places just opened up i was trying to fly to other places. They said I could extend but that was a lie. All the other airlines didn’t give me any trouble reunding my money back but this one. So please add me.

  • MARI July 1, 2020

    FRONTIER CANCELLED MY FLIGHT FROM SAN ANTONIO TO LAS VEGAS BUT NOT THE WAY BACK. THEY DID NOT GIVE A REFULD OR VOUCHER AND CHARGED ME A $79 FEE FOR EACH PERSON. I WAS NOT THE ONE THAT CANCELLED. HOW COULD I FLY BACK FROM LAS VEGAS IF I DON’T HAVE A FLIGHT TO GO IN THE FIRST PLACE. OF COURSE, NO ONE ANSWERS THE CALLS AND THERE IS ONLY ONE PHONE NUMBER AND IT HANGS UP ON YOU. I WISH THEY WOULD CONTACT ME FOR THE LAWSUIT ALSO. I HAVE PROOF OF PAYMENT AND FLIGHT INFORMATION.

  • Earl June 30, 2020

    Do this with American Airlines! I have $600 that I’ll probably never use, and I flew last week and we were packed in like Sardines! I thought they were going to social distance until July 1st, but on June 27th, that plane was full!

  • joi Yates June 30, 2020

    Frontier pretty muched forced me to take miles ,told me if i didn’t i would lose my money,so they gave me miles and vouchers, then took them away from me in a months time,i have called several times and no one responded, was on hold for over 2 hours and emailed them 8 times and still nothing

  • William Kuehl June 30, 2020

    Please include me in the class action.

  • Kay June 30, 2020

    I have not been able to get in contact with anyone at your customer service phone line. After attempting to call numerous of times and being on hold for hours. i have a 351$ flight credit that i cannot use. i need some help or i will lose my money.After submitting two separate requests online for contact and spending more than four hours waiting on calls and speaking to a customer success representative, Frontier Airlines finally granted a 351$ credit for a flight i had to cancel due to covid. i requested a refund but due to a new policy they were not giving refunds only vouchers. I was told by a representative that the voucher should be used or can be renewed within 90 days. That was a lie because when i called to renew the voucher a manager told me that they do not do that. Unfortunately, after all of this effort and feeling hoping that the problem had been resolved, the website does not recognize my credit confirmation number. Now i am unable to use the credit, making all of the effort put into getting this credit pointless. After attempting to reach out to the company and using this credit to book a flight directly with via phone call which includes a minimum of a one-hour waiting period. This is not a way to conduct business and the company making it incredibly difficult to come to fair outcomes. This was going to be my first time flying fronteir and i dont know if that will even happen.

  • Ronnie Herrmann June 30, 2020

    add me

  • VALERIE TURNER June 30, 2020

    I planned a trip and had to cancel. The itinerary clearly stated I could cancel, get a complete refund before a certain date and time. Well Frontier did not refund my money but instead wanted to charge me $119. The ticket went to waste because I didn’t take the trip. The ticket was $183

  • Larry M Scrivens June 30, 2020

    Yes, I definitely want to be part of this class action! My family had a trip planned to Orlando in the beginning of May. When it became obvious that it wasn’t going to work out, I canceled our plans, receiving only credit. Prior to this, I received several emails from Frontier enticing me to cancel my flights by offering an additional $50 credit per person. To top that off, Frontier pressured me with multiple emails and multiple extensions to “Accept” an offer to transfer my credit to miles. In was done in such a way that stated this would be the only way to extend the expiration date of the miles from the current cancelation. I have sent 2-3 messages to Frontier stating that I should be eligible for a refund. My requests have been both ignored and denied. I have saved all of the emails that I have sent and received from Frontier during this ongoing battle.

  • Angela Forrester June 30, 2020

    Please open up this class action suit for the whole country!! I’m in Missouri.

    I had a flight booked for April, the hotel closed and city shut down, and my job was suspended so I needed to cancel.
    I paid for the original flight with a Frontier credit card.

    Frontier offered an incentive of no cancellation fee if I cancelled by March 30, so I did. But I don’t get a refund, only a 90 day credit.

    During the 90 days Frontier advertised flight schedules through Sept 2021, however every single flight was 3x the historically normal price (my $250 flight was now $750 to rebook).

    After much anger, failed attempts at bring refunded, and DoT complaints, I waited it out. Finally I found a flight in August that I could use my credit for, although it was pointless since I have no idea what the covid/travel situation will be in August.

    Then today, I received an email that said my flight was changed from a direct flight to a 17 hour layover.

    Frontier hangs up on you immediately when you call them due to “heavy call volume”.
    I continuously called and finally talked to someone, who told me I’m eligible for a refund in the form of another 90 day credit since my original flight was booked with a credit.

    My original flight was booked with a credit card!

    Disgusting!! Please update this article with information about how to join the suit

  • Teni Adedokun June 30, 2020

    How do we join the class action. I have a similar situation with frontier airlines.

  • KC June 30, 2020

    add me plz

  • joe schwartz June 30, 2020

    My cruise was canceled and I tried to get a credit for my airfare and all I got was a big run around

  • Michelle June 30, 2020

    Same happened to me booked a trip to Miami and had to cancel during covid 19 they would not issue a refund only a credit that was good for 90 days

  • Prakash c shah June 30, 2020

    add me

  • Angie Reese June 30, 2020

    We also had to cancel our flights with Frontier Airlines, due to the coronavirus. My husband and I were due to fly from Philadelphia into Tampa in March, and return a week later. I have emailed Frontier numerous times, and they responded that I cannot even get a credit! They included their policy regarding flights canceled due to coronavirus, and there is no reason why I should not be compensated. Our flights were within the timeframe which they claim we can get credited. They have not responded to further emails I have sent, asking why they won’t credit or refund my money.

  • Cole Pflegl June 29, 2020

    Much like Ms. Johnson I cancelled my spring vacation plans including my Frontier flight to Fort Myers from upstate New York. I read Frontier’s Contract of Carriage including section 20 regarding refunds and completed the required request for refund. Frontier sent an auto email stating that my request for refund was received, however I was not contacted and did not receive a refund. After several attempts to call I finally reached a rep after a 52 minute wait. I was told i would not get a refund only a credit. I argued that I had completed the required forms and had the documentation. I pointed out that a credit was no good if it couldn’t be used later (they have not had any available flights to Fort Myers). The rep hung up.
    I appalled by Frontiers lack of professionalism and their theft. I paid $1400 and have received nothing in return.
    Please add me to your legal pursuit against Frontier.

  • Tanya Sanderson June 26, 2020

    I cannot seem to get Frontier Airlines to make things right with me over a flight that was booked to take place just after the shut down. Myself and my travel agent have spoken with them several times requesting an extension to the $1,026.80 voucher they have after refusing to give me a refund due to COVID-19 stay at home order. My voucher was only for 60 days and I wasn’t able to travel within the 60 days. They reassured me that it would be extended. Today my travel agent Heather Schaber tried to use my voucher and they said it expired. They are completely refusing to work with us and just stole my daughters $1000 birthday present. I did not choose for COVID-19 to happen and it has not been my choice of how long quarantine has lasted. I do hope that one of you will help me in being able get this resolved. The voucher apparently expired just 10 days ago and they will not honor it.

  • Destiny magallon June 26, 2020

    Yes ive been trying to get a refund that airlines canceled without notice and failed to refund offer voucher but i dont need a international voucher cuz i dont plan to ever fly out to mexico n the future

  • Rocco Belsito June 25, 2020

    Add me

  • Rita Phipps June 24, 2020

    Add me. Similar experience with a cancelled flight on Frontier that was to have taken place on Apr 19, 2020. No refund, only a credit for future flight plus a $50 voucher for “my troubles”. Very frustrating.

  • Lisa Moad June 24, 2020

    Same happened to me. I purchased airline tickets for a trip originally for May with a credit card. When the pandemic hit, I rescheduled the flight for July. I received an email less than 30 days from departure that Frontier had cancelled my outbound flight due to scheduling. I had to make several calls with hold times exceeding 2 hours each before I finally got to speak with someone. I requested a refund for the original $432 of the first flight that I had to reschedule due to COVID. I didn’t need time return flight since Frontier cancelled the outbound flight. The customer service rep told me they could only refund to the original form of payment for that flight which was a voucher & the voucher is $70 less than what I originally paid for the rescheduled flight from May. Frontier Airlines has continually refused to refund my money. I don’t want a voucher that is less than what I originally paid & I only have 90 days to use that voucher. I also don’t want to rebook with Frontier because I’m afraid they will cancel my flight again with just a few days before I’m supposed to fly out.

  • Paula M. Goudin June 24, 2020

    Add me please

  • Karen Anderson June 23, 2020

    Mine was Southwest Airlines

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