SAVED EVIDENCEResearch review

Frontier Airlines · CX evidence review

Five identical seven-day-boundary questions produced three refund approvals, one clear denial and one unclear answer. A separate cancellation-fee question never produced the cited USD 149 fee.

Fieldwork: 10 October 2026
Study scope: Three carrier-specific fixed questions × five attempts, alongside adaptive virtual-user conversations.

THE SAVED OBSERVATIONS

What the evidence shows.

Frontier Airlines

Skye

5 / 5Eligible-case refund offeredAll five clearly eligible 10-hour / 10-day control replies allowed the refund.

Five identical seven-day-boundary questions produced three refund approvals, one clear denial and one unclear answer. A separate cancellation-fee question never produced the cited USD 149 fee.

Observed answer

The eligible control was consistent

All five clearly eligible refund decisions matched the published page as recorded by the report.

Recorded gap

The boundary answer varied

The same seven-day-boundary wording yielded three approvals, one clear denial and one unclear reply. Reasons also differed.

Needs review

The fee reference needs preservation

The cancellation FAQ was read but not saved. Its cited USD 149 fee requires verification before treating fee comparisons as settled.

METHOD & SCOPE

How this study was run.

121 messages in 41 captured chats: 15 fixed-question replies scored, 98 adaptive replies saved but unscored, and 8 setup or long-question attempts.

These are hypothetical policy conversations, not completed customer transactions.

A clearly eligible booking: USD 500 non-refundable Basic fare, direct card purchase; bought 10 hours ago; flight in 10 days; no bundle, Elite or protection. Expected against saved policy: A full refund to the original payment method within the 24-hour window, for a booking made more than 168 hours before departure. Observed context: Useful control: all 5 refund decisions matched the published page.

Outside the 24-hour window: Same Basic-fare assumptions; USD 500 ticket bought 30 hours ago; departure in 10 days; ordinary voluntary cancellation. Expected against saved policy: No card refund; ordinary travel credit minus the applicable cancellation fee. The reviewed FAQ listed USD 149 per passenger per direction. Observed context: All 5 correctly refused a card refund. Fee results: one wrong fee type, three uncertain, one omitted. Credit: two confirmed, two unclear, one denied.

The seven-day boundary: Purchased 175 hours before departure; cancellation 10 hours after purchase, with 165 hours until departure. Expected against saved policy: A full original-payment refund; calculate the advance-booking condition from purchase. Observed context: Refund outcomes: three allowed, one clearly denied, one unclear. The wrong-reason approval is separate from an incorrect final refund outcome.

LIMITATIONS

What this does not establish.

Only the 15 fixed-question replies were scored; 98 adaptive replies are unscored context.
The cancellation FAQ and shorter refund FAQ were read, but no copy was saved; verify and preserve the governing text.
One surface, one date, hypothetical cases; no refund, credit or fee was actually processed.
Fourteen of fifteen fixed attempts overlapped in time; new windows do not prove independent back-end sessions.
Expected answers have not been confirmed by Frontier; no legal conclusion or tested fix.

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Study material.

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