customer service

damaged/lost baggage

We'll do everything possible not to damage or lose your baggage, but sometimes it happens. If your baggage does not arrive in the condition in which it was received, or if it doesn't arrive with you, we'll do our best to make things right. First off, it's really important for you to report property loss or damage before you leave the airport, as it requires inspection, and within four hours. If your baggage is delayed, we need to know right away; so, again, report it as soon as possible at the airport and within four hours. We sincerely want to help, so we need to know as soon as possible.

We have some extensive language about loss, damage and delay of property included in our Contract of Carriage (PDF) which you can view by clicking the link. In the meantime, here's an important excerpt:

Liability for loss or damage to checked baggage is limited to $3,300 per ticketed passenger.

international liability limit

For travel governed by the Warsaw Convention, liability is limited to USD 9.07 per pound, or actual value, whichever is less, for checked baggage and USD 400 per passenger for unchecked baggage.

For travel governed by the Montreal Convention, liability is limited to 1,131 Special Drawing Rights per passenger for checked and unchecked baggage.

damaged baggage

If your baggage was damaged, we'll do what we can to make things better. Here's what you need to do:

• Within four hours of your arrival please go to our Baggage Service office in the airport where you arrived and report the damage.
• Show the baggage to the agent so he or she can assess the damage and liability. Please understand that we'll do what we can, but know that we aren't liable for normal wear and tear, including scratches, small dents, rips, tears, and basically, well, dirt. We also aren't liable for torn, scratched, missing telescopic handles, straps, zippers, wheels or wheel casings.
• If you tried to stuff a year's worth of clothes into that small weekend bag - in other words, you overstuffed your stuff - we're not liable.
• Also keep in mind that we aren't liable for the baggage carried in the passenger compartment of the aircraft.

If you put anything from the following l-o-n-g list in your bag - whether or not you told us about it - we aren't liable for it. Here's the list (take a deep breath): optics, keys, jewelry, money, silverware, negotiable papers, securities, business documents, files, books, manuscripts, publications, blueprints, precious metals, antiques, heirlooms, irreplaceable items, collectibles, artifacts, paintings/works of art, art supplies, medication, orthotics, surgical supports, samples, natural fur products, (you still paying attention?) photographic/video/electronic equipment and accessories, sound reproduction equipment, CDs, DVDs, musical instruments, computer equipment (including hardware, software and all accessories), hand and power tools, machinery and/or their parts, unsuitably-protected recreational and sporting equipment, bags made from lightweight material not designed for shipping, toys, fragile articles or other similar valuable items and commercial effects.

lost baggage

Nothing's worse than standing at that baggage claim and having your bag not show up. If this happens, we want to get things fixed for you. First, go to our Baggage Service office before you leave the airport, which is in the baggage claim area or at our ticket counter, to report your delayed bag. The baggage service agent will create a tracing file and provide updates to you regarding the status of your bag.

items left on the plane

Hey, you were sitting for a long time and we know you were anxious to get off that plane. We know the scenario: You're well inside the terminal and 'doink,' you remember that special something you left in the overhead compartment. It happens. Please return to the gate and ask if a customer service representative may be able to help you retrieve the item immediately.

If you've already left the airport, please contact our Found Property voicemail at 877-461-5737 (option 2) or send an email to lostandfound@flyfrontier.com with a detailed description of your lost item, your flight information, and your contact information. All recovered items are sent to Found Property and held for 30 days, while we attempt to reunite them with you. If your lost article is found, one of our representatives will contact you. However, if we don't locate your item, please understand that we will not be contacting you.