Frontier doesn’t have a phone number, so I couldn’t locate my confirmation number. I want a refund. | Entertainment/Life

I recently booked a round trip flight from Dallas to Denver on Frontier Airlines. Frontier charged $583 to my wife’s credit card the same day.

I never received a confirmation email. There is no way to reach Frontier by phone, no customer service phone number, so I emailed the airline. The next day I received a message from a reservation specialist asking for my flight details. I provided them, but never heard from her again.

I continued to email her but never heard back or anything from her or Frontier Airlines. I found a phone number that I thought was from Frontier, but when I called it, I was put on hold for 15 minutes.

One person came back on the line and said he was in “queue” with Frontier and needed my full credit card number because he “knew Frontier would need that information.” That’s when I knew it was a scam and hung up.

I decided to go to the airport to try and talk to a ticket agent. I just needed our confirmation number, which is required for check-in. But there were no border agents at the airport.

As a last ditch effort, I tried to dispute my wife’s credit card charges. But his bank sided with Frontier.

I would like a refund of $583. I never received a flight confirmation email and was unable to board the flight. can you help – Marcus Mann, Sugar Land, Texas

Frontier should have sent you a flight confirmation after charging your wife’s credit card. If he didn’t, he should have at least responded to your emails by sending you a confirmation. I think your ultimate solution, a credit card dispute, made a lot of sense. Your airline has charged you but not sent you a ticket.

But in the upside-down world of the airline industry, it didn’t make sense.

I checked with Frontier and it says it sent you a confirmation. The email probably just went to your spam folder; you might want to check it out. But a Frontier representative also noted that you had online access to your itinerary, so you could have rebooked through Frontier.com.

It may be the most important thing in your case. If you book online, always whitelist your airline or travel agency domain online so that important confirmation emails don’t end up in your spam folder. (However, once you’re done with your trip and the company continues to send you offers, you have my approval to mark all their emails as “spam” and hopefully never see them again. )

You had a great adventure trying to get your flight confirmed. And in the end, you bought a second ticket to reach your destination. None of this should have been necessary. Frontier is one of the few airlines that does not offer phone support. It’s much easier to ignore a customer when they only send emails or chat messages. I doubt this has ever happened with a full service airline, even if your confirmation had gone to your spam folder.

Good job spotting this scam by the way. Many people have fallen for the airline call center scam, especially Frontier customers who want to talk to someone. Never give your credit card number to a third party like this.

You may have tried appealing to a manager. I post the names, numbers and email addresses of Frontier executives on my consumer advocacy site, Elliott.org. In the end, this case was a bit confusing for my defense organization and required a team effort to resolve. We reached out to Frontier on your behalf and they came back with good news for you.

“They should have been provided the original confirmation number when they requested it through our online chat feature,” a Frontier representative told me. “We sincerely apologize for the difficulty you experienced in trying to retrieve the original confirmation number and in trying to resolve this matter.”

Frontier agreed to refund your airline ticket.

Christopher Elliott is the founder of Elliott Advocacy, a non-profit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him on his site.