Complaints

This profile includes complaints for Frontier Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband (****** ******* Black) and I (Miruna ******** *****) were booked on a Frontier Airlines flight from ************* (LGA) to *******, ** (RDU) on June *******, Flight number F9 3313, confirmation numbers TYKSNY (myself) and HBQB9C (my husband). After being delayed a number of times, the flight was ultimately canceled late that evening. We had to be home, in ********** the morning of June 23 due to our jobs and responsibilities that required us to be home that morning, so we were forced to rent a car and drive through the night to get home. The car rental cost us $672.09. While Frontier refunded the cost of our flight ($215.96), we are still out $456.13, not to mention the stress we went through and the time we wasted. We are kindly requesting the **** assistance in pursuing reimbursement for the difference, as we were left stranded and incurred significant, unexpected expenses due to the cancellation. Thank you very much for your kind consideration and support.

  Business Response

  Date: 07/07/2025

  Hello Miruna, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We deeply regret the frustrating and exhausting experience you suffered after arriving on Flight ****. A **** hour delay, followed by a wait of several hours for a lost bag, with little guidance or support, is incredibly disappointing, especially late at night after an already long day of travel. We regret that you were not advised to file a formal claim at the time, and that the uncertainty caused you even more inconvenience, such as losing your original rental car reservation and having to find a last-minute alternative. I would be frustrated in the same situation, ******. We strive to get our passengers to their final destination as timely as possible, and I can only assure you these are not the standards we strive to maintain. Please accept my deepest apologies for all the inconvenience this situation may have caused you, Miruna.  
  
  The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  We have the record that under the reservation **** and **** your return flight from **** to **** on ****, was cancelled due to **** and the refund was processed. 
  
  Under the reservation **** the refund was processed for $**** to the **** card ending #****. 
  Under the reservation **** the refund was processed for $**** to the **** card ending #****. 
  Please allow **** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. *************************************************************************;
  
  I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund for additional costs. However, as an exception, we processed a travel voucher for $**** per passenger. The vouchers expire on ****. 
  
  **** - ****
  **** - **** 

  This voucher is valid for **** days from date of issue. This voucher is non-refundable and is applicable to full fare (covers the airfare and additional fees such as bags, seats, taxes, etc.). Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before to expire. The name on the new reservation must match old reservation exactly.
  
  To redeem this voucher, please follow the next step:
  
  1. Visit ******************************* and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for **** days for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Sincerely,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Miruna Black

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation id MMINVR My wife was set to depart from *** on flight 4616 she arrived at the airport 1.5 hours before the flight had her bag checked in and was the denied entry because the flight had already left. I have attempted to get ahold of frontier multiple times and every phone call was directed to a chat system that has no response from an actual agent. Because of this change we are having to find an alternative means of returning her home which is costing us over 400$ in addition to the cost of the flight. And because this was all booked in advance and pre planned frontier is refusing to issue a refund or assistance in anyway. This is hands down the worst customer service I have ever experienced. We are out almost 800$ for this trip because frontier failed to communicate. I cannot get ahold of any customer service agent to try and solve this issue.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two passengers: ***** **** and ****** ****. Our flight was cancelled after midnight, two hours after boarding, due to pilots timing out/supposed mechanical issues.Frontier gate agent refused to book us on an alternate airline since Frontier had no other available flights. We had no choice but to purchase flights on our own thru Delta at a cost of $614 for the 2 of us. We also lost $500 for an unused hotel room. Other impacts include: 1) miserable sleepless night in airport 2) no food or drink in airport 3) gate agent said hotel would be reimbursed but we were not offered comparable compensation 4) lost Saturday when we were travelling to celebrate our sons graduation and were so exhausted we needed to sleep instead of do the planned graduation events 5) hostile and aggressive gate agent 6) lies about the situation - if we were notified when boarding at 10 pm when the problem was known, we would have had more options (Gate agent knew pilots timed out when boarding at 10 pm since she told us initially we couldnt board but then allowed boarding which was on time. We then sat on the plane for more than 2 hours when there was supposed mechanical issues. At midnight they then said they timed out).Frontier has offered us a $100 travel credit and refund for the cost of our Frontier flight but that doesnt nearly make up for the cost of the Delta flights

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Incident: June 15, 2025 Flight Number: **** Confirmation Code: SI3HXD On June 15, 2025, I flew on Frontier Airlines Flight #****. I booked the ticket using my **************** Rewards account. Upon arriving at the airport, I was shocked to be charged $183 for one checked bag (under 40 lbs) and one carry-on item. This charge was not clearly disclosed at the time of booking or in any follow-up communication.What makes this even more unacceptable is that I prepaid $44 for the same checked bag on my return flight with Frontier (Flight #**** on June 21). The $139 price difference for the same bag on the same airline is unethical and feels like an intentional strategy to exploit travelers once theyre already at the airport and have no other choice.I am filing this complaint because I believe Frontier Airlines engages in deceptive and inconsistent pricing practices, which mislead consumers and create an unfair travel experience. Their fee structure lacks transparency and undermines trust. Had I known the true cost of bringing a basic suitcase and carry-on, I would have booked with another airline altogether.I am requesting a partial refund of the $183 charge and a review of Frontiers baggage fee policies to ensure they are clearly communicated during the booking process. If I do not receive a response or resolution, I will continue escalating this matter through the ****************************, ***** Fargo Rewards, and consumer advocacy channels.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has charged my debit card for no reason at all. For ***** on June 15th. I have spent 4 hours total on the chat and have been waitin on my call back. When on the chat 2xs I never got a response on the other 2 right when the agent came on the chat they immediately disconnected the chat after waitin over a hour on each chat. When I called and held my place in line they said it would be 44 minutes and its been 2 hours. This is horrible customer service for a fraudulent transaction and I cant get no help from this business

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For reservation purchased on May 11th. On June 4th, the airline sent notification of flight change greater than 6 hours and provide the option of accepting, change or cancel the flight. I selected cancel with the option of 100% refund for a total of $887.88. The airline has only refunded $138.00. I have not been able to contact the airline again. Only able to receive an automatic reply stating that my reservation number UHRD4Q was already cancel, changed, or completed.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never been poorly treated by any business as I was this morning by the Frontier Airlines staff at the *********** in ****** this morning. I was 5 minutes late to the departure gate because this Airline operates out of terminal E but had the departing gate at terminal D which implied that I parked my car, paid for all day parking at terminal E and then took the train to terminal D. Upon my arrival, I approached the customer service agents who condescendingly told me the gate was closed for the flight and right there in front of me, allowed two passengers who they claim were on standby in to board the plane. I again approached them to explain the reason for my 5 minutes lateness and was pretty much told to get the heck out their face and to go talk to a supervisor. Their supervisor's name is *** and I am attaching a picture of the desk where I spoke with her this morning 6/16/25 to this review. As if the insult, mistreatment, and discrimination(clearly) from the two agents at Gate D/Flight F93022 was not enough, *** spoke to me like she was reprimanding her child even though I politely explained my ordeal to her. She said they have to obligation to help their customers in a situation like this. As a well educated man, I know the intricacies of commercial law and contracts so I will hold myself accountable but on the other hand, Frontier made it uneasy to navigate their departing gate at the airport due to lack of sufficient information. *** told me they were holding me to a certain standard and level of accountability which clearly was not applied to the other two customers they let in while basically rejecting me. She said I had to go book another flight and she could not help me in any way. WOW!!!!!!!!

• Initial Complaint

  Date:06/15/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a flight scheduled for 10:55pm from LGA to DEN. It was cancelled for reasons not related to weather. I tried to reach out to figure out a solution via phone, looked for people at the airport, chatting via text I couldnt get ahold of anyone and the only option it gave us was to cancel the flight (nothing to rebook). My daughter has meds for her breathing that we needed to get to so with no other options I had to pay an additional $1507 (after the refunds from Frontier). I am requesting that Frontier reimburses the additional funds that I am out due to their negligence. I am a single mom and I really cannot afford the additional amount I had to pay by no fault of mine but 100% due to the airline.

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/13/2025 I flew Frontier Airlines from ******* to **********/ *******************. When trying to check in with their kiosk there was an issue it did not print my luggage tags, I received an offer to check my carry on bag which would have been a total of 4 bags. I had 1 bag over the 40 lb weight limit but due to an error at the kiosk I was charged for 2 bags being over weight. The charge is $***** per over weight bag.I was told by a very rude associate at the baggage line that she had no help I needed to see the ladies behind a different desk. When it was my turn in the horrendously long line. The lady said I dont see you having a carry on. I said I have 4 bags and the offer I had. Her only response was to charge me another $94.00 on top of the $150.00 I had been charged. I did not pay that so she said just take it to the gate and they will deal with it. So now I have a bag that was supposed to be checked in with my other luggage but it has over sized soap, toothpaste, sunscreen, lotions that should have been in checked luggage. So *** threw all of those items out. If it was checked like it was supposed to to be there would have been no issue. These items totaled close to 85.00$. The gate attendant did check my bag when I got to the gate then when I reached my destination and got my luggage one of the pieces had been crushed on one corner and a whole in the suitcase. It was damaged so badly the wheels would not roll. I had just purchased this luggage for this specific trip. I have filed a complaint with Frontier Airlines but have gotten no response from them. I would like a refund on the one bag I was charged extra for and the replacement of my luggage piece, and the items that were thrown out due to Frontier Airlines lack of customer service and support. This total is close to $200.00 ( 75 for the over weight charge ***** for the crushed bag and 50 for the lost items due to their lack of service and support.

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight delayed 10+ hours with no communication, refunds, etc. kept on hot airplane in unsafe conditions and not given any compensation for time wasted or any alternatives to get the service that I paid for. We canceled the flight due to repeated cancelations. Spent 12+ hours at airport. Missed meeting due to delays that contributed to 1M+ in damages to my business.