A few weeks ago, an OMAAT reader faced a challenging scenario while booking a flight with Frontier Airlines. The individual used a friend’s credit card to secure the ticket in order to benefit from an Amex Offers promotion. However, when trying to check in online, Frontier support advised him to bring copies of the cardholder’s ID and credit card to the airport. Even after complying, he was refused boarding because the actual cardholder was not there, a stipulation not mentioned in the contract of carriage.
After lodging a complaint with the Department of Transportation (DOT), Frontier initially asserted that their policy mandated the cardholder’s presence at the airport for verification. This assertion was ridiculous, as it would bar passengers from booking tickets for others, including family or employees. Upon further investigation, Frontier explained that their policy does not necessitate the cardholder’s presence unless the reservation is flagged for possible fraud. The airline expressed regret for the misunderstanding and provided a full refund to the traveler.
This incident emphasizes the necessity for airlines to convey their policies clearly and to ensure that passengers are aware of any potential complications beforehand. The airline’s initial approach to the matter was lacking in professionalism, and although they refunded the passenger, they have not addressed the inconvenience and extra costs faced by the traveler. The episode highlights the critical need for transparency and consistency in airline policies to avert such frustrating situations for passengers.