Frontier Airlines Travel Agency Resource Center

Download additional FAQS | Contact Us


Welcome to the Frontier Airlines Travel Agency Resource Center. This is vital information that our travel agency partners need to provide assistance to our mutual customer, the Frontier Airlines traveler.

Travel agencies are a strategic asset in the Frontier Airlines experience and serve a tremendous role in providing outstanding service to our mutual customers. One of the most effective ways to ensure that the traveler enjoys the Frontier Airlines experience is through a consistent application of our policies and processes from every touchpoint.

The following information and resources are provided to help ensure that our travel agency partners are informed with the latest news and information including policies and procedures that will make the journey easier for everyone.

Host System

Frontier Airlines (F9) is hosted in Navitaire (1N) New Skies system.

 

GDS Participation

Frontier participates in the following Global Distribution Systems:  Amadeus, Sabre and Travelport (including Apollo, Galileo and Worldspan).   Please be familiar with the specific formats and requirements of each system for booking and ticketless/Guaranteed Ticketing travel. 

Frontier utilizes teletype (TTY) connectivity for availability and will open and close inventory with AVS messaging.  F9 flight schedules will be available for booking up to 180 days in advance of departure date in the GDS systems.

 

Ticketless Requirements

As of March 8, 2015, Frontier Airlines is a completely ticketless airline.  Some GDS’s refer to this as Guaranteed Ticketing or EPAY.  Frontier does not accept paper or electronic tickets as valid forms of payment for travel.  Agents must provide valid payment within four (4) hours of making the booking otherwise the PNR will delete.   Frontier does not reinstate deleted PNR’s.  Any Electronic Tickets previously issued before March 7, 2015 by travel agencies have been converted to ticketless records and are under the financial control of Frontier Airlines.  Travel agencies will be able to access their original PNR and make changes to the segments, but will be required to include a credit card form of payment for change fees and additional fare to be collected.  Any refunds to Electronic Tickets previously issued by travel agencies that have been converted to ticketless transactions must be done by Frontier Airlines representatives. 

 

Payment

Travel Agent reservations made via the GDS must transmit a valid form of payment within four (4) hours of the booking creation using a credit card.  The reservation will automatically cancel in the Frontier system if payment is not received within four (4) hours. When making a booking on Frontier all the segments of the PNR must be "F9", no other airlines are allowed to be in the record.

Frontier will process the payment information and return a record locator to the PNR.  Once Frontier has confirmed the booking, the segments are validated and any further modifications to the PNR are subject to restrictions and/or fees.

 

Ticketing Time Limits

It is vital to ensure that the travel agency changes the TK element to TKOK in order to remove any ticketing time limits from your GDS bookings once payments are submitted.  If this is not done, your GDS system will send Frontier a cancellation message when the time limit is reached and the Frontier system will automatically process the XX and cancel the reservation.

The agency must mark the booking ticketed which removes the TTL - Ticketing time-limits on ticketless PNRs.  When a ticketless airline confirms the form of payment and validates the booking by returning the HK, the TKXL element is not automatically updated.  When using TKXL in a ticketless PNR you must change the TK element status to TKOK once confirmation is received.

  • WARNING: IF YOU DO NOT UPDATE THE TKXL ELEMENT, THE PNR ITINERARY BASES THE DATE ON THE TK ELEMENT AND THE TICKET IS THEN AUTOMATICALLY CANCELLED BY YOUR GDS.


Invoice or Reference Numbers

Frontier will provide the agency with an Invoice or Reference number for agency internal processing purposes.  Invoice or Reference numbers sent from Frontier to assist agencies with mid/back office processes are not maintained by Frontier and have no association to the value of the ticketless transaction.  Frontier cannot retrieve or reference any of the Invoice or Reference numbers sent after End Transaction.

Frontier’s Invoice or Reference numbers will begin with 422, but have no relationship to any “ticket number” and cannot be retrieved by Frontier’s Revenue Accounting system.

The following is an example of message with the Reference or Invoice number returned to the GDS Record:      OSI 1S TKNO 42200740595220

OSI 1S THIS NBR APPLIES TO TICKETLESS ONLY

OSI 1S 1S DISREGARD TKNO/AMT DEBITED IF YOU ISSUED PAPER OR ETKT (please disregard this last line of the OSI response.  We are working to have it removed.) 


Declined Credit Cards

When an agency submits a credit card for a new reservation that is declined (i.e.,  a GDS booking), the system will hold the reservation for 15 minutes allowing time for a new form of payment to be sent.  After 15 minutes the reservation will be cancelled.   If a credit card is declined on the payment of an exchange or fee collection for a change, this will cause an out-of-balance situation for the record and the agency must call the F9 Agency Desk to provide a valid form of payment or the traveler must call General Reservations with a valid form of payment before travel.  This situation is not subject to the 15 minute cancellation period.

 

Refunds

Travel agents may request a full refund for a GDS booking created after the Navitaire conversion, within 24 hours of booking creation, by cancelling all segments within the PNR.  The transaction will then be placed on a queue to be worked within the Frontier Airlines system for a refund to the original credit card form of payment. 

Beyond 24 hours from booking creation, any amounts due back to the customer will be placed on a Credit Shell that is valid for one (1) year from the date of issue and can be used by the named traveler or subject to a name change fee.  Credit Shells can only be redeemed through Frontier Airlines directly.   Non-refundable amounts will not be placed on a credit shell.

Any PNR’s that were originally issued with Electronic Tickets and then went through the conversion to ticketless can have segments exchanged or cancelled within the GDS, however, change fees and any additional fare required must be sent with the form of payment within 4 hours of the booking or the segments will automatically cancel.   

 

Changes, Exchanges or Modifications

For any GDS bookings created after the Navitaire conversion, travel agents can make changes or modifications within 24 hours of the original booking being made without incurring any fees or charges, except for a fare difference, as applicable. 

Within 24 hours of flight departure, travel agents MUST contact the Agency Desk directly for any change requests.  Outside of 24 hours, travel agents can make changes and/or modifications via their GDS ­­or at www.flyfrontier.com .

A new SSR OTHS or SSR EPAY payment message is required each time a new segment is added, changed or modified on an existing reservation.  Customers must pay the applicable change fee plus any fare difference.

Any remaining balance of an unused Economy ticket is forfeited. 

Any refunded amount for a Classic Plus ticket must be returned to the original Form of Payment.

Bookings made through the GDS channel can be paid for only with a credit card, not a Credit Shell.  Credit Shells can only be used directly with Frontier.

GDS pricing is considered informative and only the price returned from Frontier at End Transaction is considered final and valid.

 

Agency Support Desk

NOTE:   Please DO NOT provide this information directly to consumers!  This Agency Support Desk is designed to provide support for Travel Agencies specifically.  Providing this number to travelers reduces the number of agency calls that we can service.

Agency Support Desk Phone Number:   801-401-9001

Hours:    7 a.m.  – 6 p.m. Mountain Standard Time (MST)   Monday - Friday (excluding holidays)

 

General Reservations

General Reservations Call Center Number:  801-401-9000

 

Discount Den

Frontier’s Discount Den is a savings club where travelers can enjoy special deals and a $5 savings on their first carry-on and first checked bag.  To enroll in Frontier’s Discount Den the traveler needs to be a member of Frontier’s EarlyReturns® mileage program.  EarlyReturns members are automatically enrolled and will receive a complimentary membership through June 30, 2015. If the traveler is already a member of the EarlyReturns® mileage program, then they are automatically a member of Frontier’s Discount Den.  If the traveler is interested in becoming a member of Frontier’s Discount Den, they should simply sign up for a free EarlyReturns account to start earning miles and saving money. Membership to Frontier’s Discount Den is free for EarlyReturns members until June 30, 2015. After that date, there will be an annual membership fee.  The EarlyReturns membership number will also be the Frontier Discount Den membership number.  

Special Discount Den fares are only bookable at www.flyfrontier.com.   Discount Den fares are exclusively for club members only and cannot be booked via a travel agency.

 

Baggage Policies and Fees

Please see Frontier’s baggage policies and fee schedule. 

 

Infant Ticketless Transactions

Infant ticketless transactions are required for all international flights.  The infant fee, if applicable, will be assessed when the SSR INFT is sent by the travel agent, if on the initial booking request, it will be included in the total cost of the booking.  If the infant SSR is added after the adult passenger is paid, then the INFT SSR fee can be paid at that time or at time of check in.

For domestic U.S. flights, lap infants under the age of 2 do not require separate ticketless transactions unless they are occupying their own seat.

 

Unaccompanied Minors

Frontier considers an unaccompanied minor (UNMR) a child between the ages of 5 and under 14 years traveling alone. There is a $100 per segment fee each way for unaccompanied minors traveling on Frontier Airlines.   Multiple children traveling in the same reservation will only be subject to one fee.  Once children reach their fifteenth birthday they are no longer considered unaccompanied minors if they are traveling alone. However, customers may request optional unaccompanied minor assistance for minors age 14 through 17 by calling Frontier.  Please let us know that a child will be traveling unaccompanied when making his/her reservation and be prepared to supply the name, address and phone number, as it appears on the photo ID, of the person dropping off and picking up the child.  Photo identification is required for both parties who will be dropping off and picking up the child. The child will not be accepted or released without the guardian’s photo ID.  If you are booking the unaccompanied minor in the GDS, we ask that you call us after receiving your confirmation number to provide us with this information.  The unaccompanied minor fee must be paid at the time of check-in.  Through flights (enroute stop, but no change of planes) are considered as one segment for the purpose of collecting the unaccompanied minor fee.  Frontier will accept unaccompanied minors on all nonstop flights, but not on connecting flights.  Unaccompanied minors will be seated in the rear of the aircraft so that the crew can assist them when needed.

 

Commission

Frontier does not pay any travel agency commissions. Our goal is to offer the traveling public “Low Fares Done Right” by allowing them to choose the fares and amenities that are important to them during the travel process.  

 

Customer Relations

To provide customer feedback contact Frontier’s Customer Relations department by submitting an email online via our Customer Support Center or you can write to us at P.O. Box 492085, Denver, CO 80249.

Customers should always be directed to the Frontier website or one of our central reservations numbers.  Please see the “Contact Us” link at www.FlyFrontier.com for full contact details.

 

Credit Cards

Frontier accepts the following credit cards for ticketless travel:

American Express         Discover Card            Master Card              Visa                       UATP

Credit cards are processed immediately when the PNR is ended.  Frontier will honor a 24 hour refund (from the time of booking) to the original Form of Payment so long as the credit card has been processed.   Within the 24 hour period, the travel agency can cancel all of the segments in the PNR and the transaction will be placed on a queue to be worked within the Frontier Airlines system for a refund to the original credit card form of payment.   Please DO NOT call to determine if the refund has been processed.

 

Fare Information

At this time we will continue to offer Economy and Classic Plus Fare Families.  In the GDS environment you will always receive our lowest available Economy fare for the Class of Service requested from Navitaire.  Frontier does not offer discounted fares for children, military, or government.  All fares must be booked as (ADT) adult fares.

In the event of fare mismatches, the GDS pricing should be considered informative and only the interactive price returned from Frontier via Navitaire at End Transaction is considered final and valid.  If there is no valid fare for the itinerary booked in the GDS, then Frontier will return an NO response.  If the flight is closed, sold-out or the specific class of service is closed, then Frontier will return a UC response regardless of the availability shown in the GDS.

 

Fare Rules

In order for a fare to be considered valid all associated fare rules must be followed.

  

Payment Formats

Listed below are the actual SSR OTHS formats Frontier will support from each of the GDSs.

In each of these examples, the following key applies:

F9= Navitaire New Skies Hosted Airline Code (Frontier)

VI = the credit card type: AX, MC, VI, etc.

xxxxxxxxxxxxxxxx = the credit card number

mmyy = the month and year of the expiration date

zzzzzzzzzzzzzzzzz = the credit card holder name

 

Required EPAY format for Amadeus (1A) Agents:

 

SSR EPAY F9 NN1-CC/VIxxxxxxxxxxxxxxxx/EXP08 05-FIRST LAST NAME

 

Required Guaranteed Ticketing format for Sabre (1S) agents:

 

3OTHS/VIxxxxxxxxxxxxxxxxxxxxEXPmmyy    

3OTHS/CH zzzzzzzzzzzzzzzzzzzzzzzz

 

Required formats for Travelport:

Apollo (1V) Agent Entry:
>@:3 SSR OTHS F9 NNx VIxxxxxxxxxxxxxxxxxxx/Dmmyy/zzzzzzzzzzzzzzzzzzzzz

Galileo (1G) Agent Entry:

>V.AF9* VIxxxxxxxxxxxxxxxxxx/Dmmyy/zzzzzzzzzzzzzzz

Worldspan (1P) Agent Entry

>3SSR OTHS F9 HK1 CCVIxxxxxxxxxxxxxxx/EXPmmyy/zzzzzzzzzzzzzzzzzzzzz

 

GDS Hold Period

Bookings can be put on hold for 4 hours only if the form of payment is not included at End Transaction. At End Transaction, Frontier will return the valid price of the itinerary requested and if acceptable, then agents are requested to submit the FOP (form of payment) at that time.  Once payment is received, the record will be updated and is considered balanced or zero due.  If payment is not received within the 4 hour window, Frontier automatically cancels the booking and sends a cancellation message to the GDS PNR.

PLEASE NOTE:  Bookings made within one day of scheduled flight departure will require instant payment at the time of the booking creation.  A valid form of payment is required to be in the PNR prior to ending the transaction.   Bookings made within one day of scheduled flight departure will not be put on a 4 hour hold and will receive a “BOOKING CAN NOT BE PUT ON HOLD” response with an NO status.

 

Manage Travel

The “Manage Travel” section of  www.flyfrontier.com allows travelers or their Travel Agents to use the Frontier Record Locator and Customer Last Name to access their reservation in order to access a myriad of services including the ability to pre-purchase carry-on or checked baggage, purchase specific seat assignments in advance, check-in online, print boarding passes, or change, cancel or modify existing reservations.

PLEASE NOTE:  Fees and or fare differences may be applicable.  All pre-purchased baggage and seats are required to be purchased with a credit card. No other forms of payment will be accepted for baggage and/or seat purchases online.

 

Name Changes

Once the ticketless transaction has been paid, name changes or transfers cannot be completed by the travel agency.   However, all Frontier issued tickets regardless of issue date are able to have name changes completed through Frontier’s Reservation Centers. These requests will be subject to a name change fee plus any applicable fare difference (Classic Plus tickets are exempt from the fee; fare difference still applies). The name change fee is collected outside the exchange so two separate charges will show the traveler’s billing statement.  Residual value from the exchange does not apply toward the name change fee.  

If you need to make a minor name spelling correction, please contact Frontier’s Agency Desk to handle this change.

A non-refundable ticket will be refunded if the customer or traveling companion becomes deceased or military orders prevent taking a planned flight. Please note that supporting documents and/or paperwork will need to accompany the refund request.   Please contact the Agency Desk for additional information. 

 

Schedule Changes

Upon implementation of a schedule change by Frontier, a message will be generated to the booking agency for action. Travel agents must action the message to synchronize the GDS PNR with the Frontier reservation. Once updated, the new schedule information should be passed on to the customer by the travel agency, ensuring they have the most up-to-date travel information.

If Frontier has a Schedule Change, customers can change the impacted flight to a new flight that is one day prior, one day later or to another flight that day by contacting Frontier Reservations.  Any increase in fare and the change fee will be waived.  If a customer should choose to cancel their flight as a result of a schedule change, the cancellation fee will be waived and the funds will be placed on a Credit Shell for future use.  Actual refunds to the original form of payment will only be given upon customer request after evaluation of the options available by a Frontier representative.

 

Seat Assignments

GDS generated bookings require using the GDS Record Locator or and customer last name to access the At this time there are no pre-reserved seats through the GDS.  Any traveler can use the Frontier Record Locator and Customer Last Name to access the “Manage Travel” section of www.flyfrontier.com to purchase advance seat assignments.  Additionally, all customers can print their boarding passes via the website using the “Check In” section of www.flyfrontier.com within 1 to 24 hours of flight time. Customers choosing not to pre-purchase seats will have one randomly assigned to them at check-in at the airport for free.

 

STRETCH Seats

Frontier offers STRETCH seating, providing up to 4 additional inches of legroom in the first rows of the cabin and the exit row(s) on each aircraft.  STRETCH seats are available for purchase online or by calling Frontier Reservations or the Frontier Agency Desk. 

 

SSR Codes Used by Frontier 

Fees**

SSR code

SSR code description

 

BLND

BLIND PASSENGER

 

CBBG 

CABIN BAGGAGE (FOR WHICH AN EXTRA SEAT HAS BEEN PURCHASED)

 

CTCE

PASSENGER IROP CONTACT EMAIL

 

CTCM

PASSENGER IROP CONTACT MOBILE PHONE

 

CTCR

IROP CONTACT INFORMATION REFUSED

 

DEAF

DEAF PASSENGER

 

EXST

EXTRA SEAT

 

FQTV

FREQUENT TRAVELLER MILEAGE PROGRAM

 

INFT

INFANT SSR CODE / INFANT¥S INFORMATION

 

LANG 

LANGUAGE(S) SPOKEN

 

MAAS

MEET AND ASSIST

 

MEDA

MEDICAL CASE. (NOT TO BE USED FOR INCAPACITATED PASSENGERS WHO ONLY REQUIRE SPECIAL ASSISTANCE OR HANDLING, AND WHO DO NOT REQUIRE A MEDICAL CLEARANCE.)

 

MEQT

MEDICAL EQUIPMENT, FOR PASSENGERS WHO TRAVEL WITH THEIR OWN EQUIPMENT, SUCH AS NEBULIZERS OR DIALYSIS MACHINES 

 

MILT

MILITARY                    

 

OTHS

OTHER - USE FOR A REQUEST WHICH REQUIRES ACTION FOR WHICH NO SSR CODE EXISTS, OR FOR PROVIDING RESERVATIONS-RELATED INFO. MAY OR MAY NOT REQUIRE A REPLY.

 

PCTC

PASSENGER-PROVIDED CONTACT FOR PASSENGER

$75

PETC

ANIMAL IN CABIN

 

PPOC

PERSONAL PORTABLE OXYGEN CONCENTRATOR

 

PSPT

PASSPORT INFORMATION        

 

TWOV

TRANSIT/TRANSFER WITHOUT VISA

$100/$150

UMNR

UNACCOMPANIED MINOR

 

WCHC

WHEELCHAIR/IMMOBILE/AISLE WHEELCHAIR NEEDED

 

WCHR

wheelchair/some stairs/can walk short distances

 

WCHS

WHEELCHAIR/NO STAIRS/CAN WALK SHORT DISTANCES

 

WCOB

ON-BOARD WHEELCHAIR - PROVIDED BY AIRLINE

** FEES ARE SUBJECT TO CHANGE

Booking via the GDS (Global Distribution System)

Should your agency use more than one GDS, you may not duplicate segments by moving segments between GDS’s.  Frontier will not be held liable for duplicate segment fees incurred by the movement of segments between GDS, or associated with the PNRs involved in travel agency GDS systems conversions.  Frontier Reservations will not assist an agency attempting to claim a PNR owned by another GDS.  Any duplicate segment fees will be billed back to the agency on a debit memo.  You may not create active or passive duplicate bookings.  Any combination of bookings for a passenger(s) which realistically or legally cannot be flown (i.e. – flights out of sequence, two flights at overlapping times, flights not adhering to legal connection times, etc.) will be considered to be a duplicate booking.

All GDS bookings must either be completed as a ticketless transaction per tariff rules or cancelled in the GDS immediately either when they are no longer required or 4 hours after the booking was made, whichever comes earlier.

 

Passive and Open Segments

Passive and Open segments are not permitted.

 

Ticketing and Baggage Agreements

Frontier does not currently have ticketing and baggage agreements with any other carriers

 

Interline and Codeshare Agreements

Frontier does not currently have any Interline or Codeshare agreements with other carriers.

 

Maximum Segments

The maximum number of segments permitted will be 16 coupons in a Frontier ticketless transaction.  . 

 

Refunds in the event of death or serious Illness

Frontier has specific policies covering Unplanned Emergency situations, including emergency illness or death of a passenger or family member.  Please contact the Agency Desk for additional handling of these situations.

 

Refunds in the event of Military Orders

Frontier Airlines will waive change/cancel fees for active members of the military and members of their immediate family traveling on the same itinerary if their travel plans need to be changed or canceled due to deployment or transfer.  Please contact the Agency Desk for additional handling of these situations.

 

Transfer of unused ticketless transactions between travelers

Unused ticketless transactions should be used by the original passenger.  If that passenger will not be traveling and would like someone else to use the ticketless transaction, advise the customer to contact Frontier Reservations at 800-432-1FLY (1359).  We will process a name change for a fee plus any applicable fare difference

 

Refunding of duplicate ticketless transactions

In some cases, customers or agencies may accidentally book the identical ticketless transaction twice.  An agency can request to reverse the duplicate transaction within the first 24 hours.  If it is outside the 24 hour window, please contact Frontier’s Agency Desk for assistance.

 

Residual value in an Exchange

In the event that an exchange from a higher priced fare to a lower fare results in a residual value, the difference may be applied toward any change fee.  Any residual value in excess of the change fee will be forfeited.

 

Booking Policies

You may not hold inventory for potential future sales. Bookings may not be held for more than 4 hours before payment is required and the booking will automatically cancel.  The full name and title of each passenger must be entered at the time of booking. Name changes are permitted for a fee if the customer contacts Frontier Reservations.  Name corrections are only permitted if they are misspelled or to reflect legal documents.

  • Fictitious or speculative bookings, including blocking or holding a reservation due to expected demand are not permitted under any circumstances.
  • Segment status changes because of schedule changes, irregular operations, flight firming, flight cancellations or other circumstances will be queued to your GDS, and must be actioned at least 24 hours prior to flight departure. This includes cancelling segments with a status code of UN, NO, HX, WK, WL, or WN.  You must also action or cancel segments with status codes UC, US, or DS.
  • You may not use the Frontier airline designator “F9” with fictitious flight numbers to store flight information for a carrier not listed in the GDS.
  • Test or training PNRs must only be built in “Training mode” and must not affect Frontier’s seat inventory.

 

Schedule Change

Upon implementation of a schedule change by Frontier, a message will be generated to the booking agency for action. Travel agents must action the message to synchronize the GDS PNR with the Frontier reservation. Once updated, the new schedule information should be passed on to the customer by the travel agency, ensuring they have the most up-to-date travel information.

If Frontier has a Schedule Change, customers can change the impacted flight to a new flight that is one day prior, one day later or to another flight that day by contacting Frontier Reservations.  Any increase in fare and the change fee will be waived.  If a customer should choose to cancel their flight as a result of a schedule change, the cancellation fee will be waived and the funds will be placed on a Credit Shell for future use.  Actual refunds to the original form of payment will only be given upon customer request after evaluation of the options available by a Frontier representative.

Exceptions to Checked Baggage Charges

The following exceptions to the checked baggage charges apply to all customers:

  • One Stroller and one car seat may be checked without charge for each child traveling.
  • Wheelchairs and other assistive devices may be checked without charge.

Pets

Pets as carry-on baggage are accepted, when available, for Frontier.  Please see Traveling with Family & Pets for additional information about transporting pets on Frontier.

 

Group Bookings

The Specialty Travel Desk offers discounted travel for group bookings (10 or more customers traveling the same itinerary) for Frontier flights.  A maximum of nine (9) passengers may be booked through Reservations in one PNR.   Online check-in will accommodate a maximum of nine passengers in the same PNR.  A group is defined as 10 or more passengers traveling the same itinerary. Refer customers requesting to book 10 or more passengers to the Specialty Travel Desk at 888-601-4296 Monday through Friday from 0830-1700 (Central Time).   Schedule changes to Group PNRs are handled by the Specialty Travel Desk.

 

Extra Seat Request

Frontier has implemented a policy requiring customers of size to purchase an additional seat at the airport if they are unable to sit in an aircraft seat with both armrests down or if they compromise the space of any adjoining seats.  Any passenger may purchase an additional seat for their comfort through reservations.

 

Download additional FAQS