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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

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:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 signed up for Frontier Credit Card and have met the spending requirements but have not receive the gold status benefit that was promised. I have contacted Frontier Airlines 3 times already and it has not been fixed. Every time I was told that this would get fix or someone would get back to me but non of that has happened. I was supposed to get my gold status benefit back in March. My member ID is ***********.

  Business Response

  Date: 06/14/2025

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your Frontier account status. I'll be more than glad to assist you today.
  
  Thank you so much for your patience and I am sorry because of the delay, we are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I understand you have not earn your Gold status yet even though, you've already meet the requirements. I know how important your status is because of all the effort you have made in order to get it; after reviewing your account and confirming you have already reached the target, I've decided to escalate your account with our Loyalty back office department team and once they have completed the research, someone else will contact you back informing you about the resolution.
  
  This process can take 5 to 7 business days to be completed, I hope you will understand and gives us a chance to assist you with this matter.
  
  If you need furter assistance please let me know, I'll be more than glad to assist you.
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:06/04/2025

  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.

  I was surprised getting an annual Frontier Airlines Discount Den membership fee charged to my **************** card in the amount of $59.99. The membership is in my wife"s name, which is ******* *****, the membership # is ***********.When trying to cancel this membership, there is no way indicated by Frontier Airlines to do so, all fields shown for chat options do not lead to cancellation option.There is no email option to do so. Phone contact is an hour upfront wait time. Requests for return calls are not met.

  Business Response

  Date: 06/15/2025

  Hi ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your wife's Discount Den account renewal. I'll be more than glad to assist you today.
  
  Thank you so much for your patience! We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible. 
   
  I'd like to apologize because you got this unexpected $XX Discount Den renewal charge in your card ending in XXXX. I understand how important your money and be advice before the charge will be apply. Believe me, we take this matter very serious and thank you again for informing us about this situation.
  
  Upon checking your previous interactions, I have confirmed this was already refunded and we have made sure she will not be charge again by deactivating the autorenewal. The membership is not longer active as well.
  
  I hope this answer your concern, if you need something else or do you have any other question please let us know.
  
  Have a great!
  
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  The incident: Happen Monday June 2, 2025 at 9:30pm The flight was delayed and evacuated due to a bomb threat.We were told to return to the terminal to rebook, but upon arrival, no Frontier representatives had any information or accommodation available.The next available flight wasnt until Wednesday, and no hotel, food, or travel support was provided.I had no choice but to purchase a replacement United Airlines ticket at my own expense to reach my destination.I am requesting the following:Full refund of my Frontier ticket, as the service was not rendered. amount of $208 Refund of seat selection fees for Seat 19F and 16F or Amount of $43.Refund of checked baggage fee of $42.Assistance in recovering my checked bag, which was not returned or rerouted to my destination.I had my ps5 in the luggage valued at $400 clothes and shoes also Reimbursement for my United Airlines flight:United Flight UA544 on June ****** , amount of $522 This experience involved not only a major safety concern but also significant failures in communication and customer care. I am requesting that ****************** fulfill its obligations per *** regulations and basic customer fairness.Please process this request as soon as possible. I am also filing a formal complaint with the ********************************* regarding this incident.

  Business Response

  Date: 06/15/2025

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your return connecting flight #XXX from X to X and flight #XXX from X to X which had to be cancelled. I'll be more than glad to assist you today.
  
  Thank you so much for your patience. We are currently experiencing a high volume of inquiries and are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because your return flight got cancelled due to uncontrollable reasons, and because of you had to go through additional expenses. I understand how important your time, money and plans are for you, not even mention that you had to get another ticket with different airline and not getting your bag on time. Believe me, this is even difficult for us since we would not like to affect you in any single way.
  
  While checking your reservation and return flight details, we had to cancel it due to reasons outside our control. I understand that you decided to go ahead and travel with a different airline because you did not get any other alternative, however, Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing.
  
  The foregoing shall be the limit of Frontier's liability for the matters covered by this provision. More details can be found in the following link: ******************************************************************* Additionally, the *** states the following about Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
  
  However, you were given a $XXX.00 voucher per voucher which I'm going to increase to $XXX.00 valid for ** days. You will be able to use this voucher with your next Frontier flight. The previous voucher will not be able any more though, but here are your new $XXX.00 voucher valid until X/X/X:
  
  XXX - XX
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked within X** days from date of issue. Note: There are no restrictions on travel date.
     Its one-time use, meaning there will be no remaining value after redemption.
     It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
     Its not 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.
     This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid X** days from X/X/X until X/X/X so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  While I understand this may not return the time, experience and expenses you had to incurred, I hope you can give us another chance to impress you next time. As much as I'd like to give the full refund, since you have already taken the first leg which is the departure, we are unable to provide a full refund. If you have any questions or something else that I can help you with, please let me know.
  
  Have a great day!
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23415491
  
  I am rejecting this response because: 

  In your last message, you referenced the *** policy on incidental expenses. However, I want to clarify that my claim does not relate to incidental costs such as meals or lodging. I am requesting reimbursement for direct and documented travel costs caused by your delay and failure to provide timely alternatives.
  I am requesting a total reimbursement of $800, which includes:
  A refund for the unused portion of my Frontier ticket (******* to *********)  which I was unable to take due to your flight delay and lack of timely rebooking options.
  A refund for my paid Frontier seating and checked bag  which I did not use as part of the cancelled segment.
  A reimbursement of $600 for the last-minute ticket I was forced to purchase with another airline in order to return home, after Frontier left me without options for over 48 hours.
  *** guidelines state that passengers are entitled to a full refund if there is a significant delay and they choose not to complete the trip which clearly applies here.
  To clarify the situation:
  I was never offered a $100 voucher, contrary to your claim.
  Your delay departing ******* made it physically impossible to make my Las Vegas connection.
  No viable alternatives were offered. I was told the next available Frontier flight would be on Wednesday, which was unacceptable and would have impacted my employment.
  Your team failed to communicate or assist in securing a reasonable rebooking option.
  As a result, I had no choice but to purchase a $600 ticket from another airline to return home.
  
  This is my final attempt to resolve this matter directly. If a full refund and reimbursement are not issued, I will file a claim in small claims court and will include this as a case of misrepresentation of *** refund policies and failure to provide adequate customer support.
  I do not want a voucher with an expiration date. I am seeking a direct reimbursement of $800 to cover the unused Frontier services and my replacement flight.
  Please respond within 7 business days.
  

  Sincerely,
  ******* ******
  

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 was issued Frontier flight credit for a trip I had to cancel for medical reasons last September. According to an email confirming that the credit was valid until September 11, 2025, I booked a reservation on line yesterday for a planned trip beginning August 1, 2025. When I reached the payment screen, after putting in the original booking number required to retrieve the flight credit, I received an error message that the credit could not be found. I re-entered everything several times, only to keep receiving the same message. I contacted customer service via their chat line, only to wait 1.5 hours before an agent answered. This person was no help, only telling me to be sure and enter everything correctly and try again. I did and obtained the same results. I spent another hour plus on the chat line, and NO ONE ever answered. I tried a third time and after another hour decided to give up. I tried calling the customer service phone line and a recording told me there would be a 2 hour wait for an agent. This is NO WAY to run an airline. At this point, I would expect a cash refund since there is obviously a problem with trying to use their flight credits.

  Business Response

  Date: 06/11/2025

  Hi ******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns, regarding your travel credit from reservation X** which you were unable to redeem.
  
  I'd like to apologize because you could not redeemed your credit although you have follow the steps. I understand how important your time, money and plans are for you. Believe me, this is even difficult for us since we would not like to bother you in any way.
  
  In exchange of your experience, I'd like to offer you a $XXX voucher valid until X** in exchange of your credit, which you can use with us in your next flight. Here is your $XXX voucher:
  
  XXX ****** *******
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked by X** from date of issue. Note: There are no restrictions on travel date.
     Its one-time use, meaning there will be no remaining value after redemption.
     It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
     Its not 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.
     This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid until X** so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  I hope you are able to redeem the voucher, just remember that it is a one time use, once you use it we are unable to issue another one as long as you have completed the flight, I'd recommend you to use the entire amount.
  
  If you have any other doubts or questions about it, please let me know. I'll be more than glad to assist you.
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/03/2025

  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 May 5th frontier cancelled my flight. This took a financial toll on me as I had to book another flight spending hundreds of dollars and **** to and from the airport. I purchased the ticket through a 3rd party Expedia. I purchase insurance and they are willing to give me a refund of this but frontier will not give me a letter stating the flight was cancelled due to them.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 6/2/2025 I received an alert that my flight was gonna be delayed. Which was not a big deal I dealt with it and I let my ride know. However, we ended up landing 40 minutes after the delay said we would. Then we waited an additional hour just to get off of the plane. This resulted in my ride leaving and me having to pay $90 to get an ****** it took 40 minutes for me to even get the **** after I landed. A 2 1/2 hour travel day turned into a six + hour travel day. I now have to call out of work tomorrow due to not arriving home until almost 2 AM. I am sitting in an **** as I write this. I am highly upset. I was supposed to be home hours ago. And frontier decided to offer me $100 credit instead of a refund to my account which I should receive. We werent notified until after we already landed that we were going to be later. There was no announcement saying that we were behind schedule or anything they just straight up said nothing to us about landing late. The flight attendants were also incredibly rude and it seemed they were annoyed by all of this too, so they didnt say any apology or anything to the customers. We just got off to them saying nothing to us. No goodbye. Nothing . Absolutely not okay. We were projected to land even with the delay at 10:30 and we didnt land until after 11. We began our initial descent into ****** at 10:12. It took almost an hour just to descend and land. Then we had to wait an additional hour just to get off the plane. I am highly upset and $100 voucher is not good enough. I want my money back. This is completely unacceptable. This has more than just inconvenienced me. I am highly upset. For as much as frontier charges for everything, they should show a little bit more concern for their customers. And then when I called again to try and receive a different resolution, the second time I called, I was hung up on. The lady just straight up hung up on me.. Horrible customer service and I am not OK with any of this.

  Business Response

  Date: 06/10/2025

  Hi ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to responds, regarding your flight X** from ********* to ****** which got delay and affect your ground transportation. I'll be more than glad to assist you today.
  
  I'd like to apologize because this delay and waiting inside the aircraft affected your plans and even your pocket. I understand how important your time, money and plans are for you. Believe me, this is even difficult for us since we would not like to affect your transportation in any way, I totally understand your point and position in this matter and we are going to do our best to help you.
  
  After checking the reason of the delay, which was due to air traffic control and the reason why you were unable to leave the aircraft, as much as I'd like to assist you with your refund request, since you have already completed the segment, due to Department of Transportation, we are unable to to offer you a refund. As you can check here: **************************************************************************************************************************************;
  
  Under the rule, passengers are entitled to a refund for:
   
  Canceled or significantly changed flights: Passengers will be entitled to a refund if their flight is canceled or significantly changed, and they do not accept alternative transportation or travel credits offered. For the first time, the rule defines significant change. Significant changes to a flight include departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.
  
  However, in exchange of your experience, I'd like to offer you the $XXX voucher valid for ** days, which you can use with us in your next flight. Here is your $XXX voucher valid until X/X/X:
  
  XXX ******** ******
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked within ** days from date of issue. Note: There are no restrictions on travel date.
     Its one-time use, meaning there will be no remaining value after redemption.
     It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
     Its not 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.
     This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid ** days from X/X/X until X/X/X so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  Please check your email in case you want to confirm. While I understand this might not return your time spent and experience, I hope this help us to get another chance to impress you next time.
  
  If you have any other question or something else that I can help you with, please let me know.
  
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 would like to formally file a grievance against Frontier airlines. The latest experience I had with Frontier airlines was the epitome of this country's decline of customer service. Although my issue on this flight was clearly their fault, they would do nothing to help alleviate my troubles or hardships. Traveling out of town to attend my sister's funeral was stressful enough. Having the unexpected hotel cost thrust upon me, put me behind on bills this month. During my online retrieval of boarding passes the birthdates for my daughter and myself were not retrieved correctly. This resulted in me getting flagged by security and resulted in me missing my flight. The representative was reluctant to do anything; despite her admitting this was a known and frequent issue on their online boarding pass system. I had the email with the original tickets, that clearly listed the correct birthdates for myself and my young child. Finally, after many tears, nearly an hour of pleading the representative was able to rebook a later flight. However, the later flight required an overnight stay in my connecting airport. Of course, they would not provide meal vouchers or hotel vouchers. Even no frill airlines need to realize the importance of ownership of problems. We are not baggage, we are people. Not all people are independently wealthy or are traveling for recreation. Some are scraping by in order to be there to bury their family. Despite numerous attempts to secure reimbursement for the hotel, I have basically been told tough luck. I would like to file a complaint against this airline in an effort to bring attention to their booking issues and lack of concern they have fixing it. I feel people should know the truth behind the airline's issues when choosing the actual cost of doing business with a company that only concern is cost savings.

  Business Response

  Date: 06/10/2025

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your flight X** from ************** to ******, with connection in *******. I'll be more than glad to assist you today.
  
  I'd like to apologize because you were unable to take the original direct flight due to our mistake while checking your information. I understand how important your time, money and plans are for you, even more when traveling with your daughter. Believe me, this is even difficult for us since we would not like to affect your plans in any way.
  
  About your hotel accommodation concern, unfortunately we do offer hotel accommodation as long as your flight suffer a delay due to mechanical, operations or personnel extended time in the air. I totally get your point and the fact that we did not confirm your information in advance, I'd kindly remind you that as per Contract of Carriage, besides our airport personnel, we always suggest our passengers to confirm the information before traveling, such as their documentation or travel dates.
  
  However, in exchange of your experience, I'd like to offer you a $XXX.00 voucher valid for ** days, which you can use with us in your next flight. Here is your $XXX.00 voucher valid until X/X/X:
  
  Just follow these simple steps to redeem your voucher:
  
  XXX ******* *******
  XXX **** *******
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked within ** days from date of issue. Note: There are no restrictions on travel date.
     Its one-time use, meaning there will be no remaining value after redemption.
     It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
     Its not 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.
     This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid ** days from X/X/X until X/X/X so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  Please check your email. I hope this help us to get better and make sure we are confirming the passenger's date of birth before sending them with TSA, besides that and more importantly please accept our most sincere and deepest condolences. I hope you and your family finds comfort during this hard time.
  
  If you have any other question or you need something else besides this matter, let me know.
  
  Have a great day!
  
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 friends and I had planned a trip to the ********************* and purchased airline tickets from Frontier Airlines: Flight 2496 from *** to *** on May 29, 2025, and Flight 3021 from ATL to *** on June 1, 2025. We arrived at *********** on May 29 well in advance of our departure time, passed the security check without issue, and were prepared to board our flight with boarding passes and assigned seats. However, Frontier had oversold the flight and, instead of taking responsibility, falsely claimed that we arrived late at the boarding gate. As a result, they denied us boarding. We believe this was an excuse used to resell our seats to standby passengers who were still waiting for seat assignments. We have video evidence showing that the Frontier gate staff allowed passengers behind us in line to continue boarding even after claiming that we were "late." After being denied boarding, we exited the secured area and approached the Frontier ticketing counter for assistance. The staff there also refused to reschedule us on another flight, even though we witnessed them assisting another couple in the same situation (also accused of being late to the gate). We believe that we were treated unfairly and possibly discriminated against based on our race or appearance. The actions of the Frontier staff directly caused us to miss our trip, resulting in the loss of three nights of hotel reservations and car rental expenses. We are extremely disappointed with Frontiers handling of the situation and are seeking accountability and appropriate compensation for our losses.

  Business Response

  Date: 06/11/2025

  Hi Xue Pang,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your flights 2496 from DFW to ATL on May 29, 2025, and Flight 3021 from ATL to DFW on June 1, 2025.

  I'd like to apologize for all the experience you had been through and the fact that you were unable to complete your travel plans as expected.

  While going through your comments and because of the way we handle your situation while at the airport, we have decided to escalate your concern with a higher level of support team which are going to handle your concern. Please allow sometime, we are currently experiencing a high volume of inquiries and are working diligently to resolve each passenger's concerns as quickly as possible.

  I hope one of our advocates gets assign as soon as possible.
  
  Kindly, 
    
  Sigmund
  Customer Relations Specialist  
  Frontier Airlines 

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23410329
  
  
  
  I am rejecting this response because:

   

  Dear BBB,

  
  Thank you for forwarding Frontier Airlines' latest response.

  
  While I appreciate their acknowledgment of the situation and the promise to escalate the matter internally, the response lacks a concrete resolution or time frame. Given that this issue has already caused significant financial and emotional stress, and considering that my initial complaint was submitted days ago, I do not consider this response acceptable at this time.

  
  I am willing to cooperate with Frontier’s “higher level support team” if they provide a timely and fair resolution. However, if I do not receive a meaningful update or resolution within the next 7 business days, I intend to proceed with additional formal complaints to the U.S. Department of Transportation (DOT), state consumer protection agencies, and consider legal action through Texas small claims court.

  
  Thank you for your assistance in this matter.

  
  
  
  Sincerely,
  
  
  
  Xue Pang

• Initial Complaint

  Date:06/02/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 5/29, I flew from MCO to BDL on Frontier Airlines and asked them if my personal item (backpack) was okay as I had not paid for a carry on and only had my backpack. It stuck out abit above their sizer and they said it was fine and would still fit under the seat in front of me (which it did).Then on 6/1, I flew from BDL back to MCO with the same bag and they forced me to pay $99 fee for my backpack because it stuck above the sizer. However, they did not check anyone's personal item or carry-on size in Zone 1. They waited for the few of us in Zone 2 to board, rushed us to put all our bags in the sizer, then denied us boarding even though people in Zone 1 had personal items larger than ours and most certainly had carry-ons larger than the size allowance. To make it worse, the lady in front of me had medical equipment in a separate bag and the staff member "enforcing" bag sizes for only a small portion of the actual plane, told her she couldn't have 2 personal items and had to pay for the 2nd bag. Which was her medical equipment and they required her to provide the medical condition and proof of it, which I'm certain is a violation of HIPAA rules. The flight was half empty and it was 8:30pm so, as I wanted to get home, I paid the fee since the staff wouldn't let me board otherwise.Seeing as I was told by staff in MCO my bag was a personal item, you don't get to change your mind at another airport 3 days later on the same bag. Plus, ******* us and being aggressive at 8:30pm on a nearly empty flight was uncalled for. And only making Zone 2 abide by the rules and not the entire plane is unethical and discrimination.

  Business Response

  Date: 06/11/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding flight 2769 from ******** to ******* on June 1st.
  
  I'd like to apologize because you had to go through this additional charge, although you did not paid it in your departure segment. I understand how important your time, money and plans are for you. Believe me, this is even difficult for us since we would not lik to make you feel uncomfortable in any way.
  
  Your claim will be review by our highest backoffice support team regarding your experience while in ********. We take these matters very serious and I hope this gets resolve as soon as possible. We are currently experiencing a high volume of inquiries and are working diligently to resolve each passenger's concerns as quickly as possible. Please allow sometime while investigating your situiation.

  Kind regards,

  *******
  Customer Relations Specialist
  ********************** 

  
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23409416
  
  I am rejecting this response because: discrimination of passengers, rude and aggressive staff, and inconsistent policy enforcement should not result in my out of pocket expense. The behavior of the staff as passengers boarded the plane did not allow time to ensure bags fit within the sizer and was not applied to ALL passengers equally. I had food, drinks, and a blanket inside my bag that given time to remove said items from my bag, it would have fit in the sizer. Instead, I was rushed out of the way and instructed to pay for my bag without any consideration. I complied by paying an outrageous price for my backpack because I was fearful that I would not be allowed boarding and I was not allowed to adjust my backpack to prove it fit within the airlines size requirements.

  The lack of consistency between airports is not my fault and I should not be charged a fee because the staff is not adequately trained. ******* said my bag was fine but Hartford said it wasn't. Same bag, same items. Only difference is my blank and food were out in hand. I was following the guidance of the ************ that said my bag was fine but Hartford was then allowed to charge me for the exact same bag. I do not agree with the airline's statement that "no refund is due at this time".

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 airline had the absolute worse employee. They also cancelled my flight and provided NO accommodation. They lied several times about why flights are delayed and cancelled. A simple trip costed me more in hotel rooms and **** rides due to their poor service

  Business Response

  Date: 06/10/2025

  Hello Angeliah,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
  I will be reviewing your case today. In advance, I want to thank you for being part of the Frontier travel family I understand your concerns about your flight on xxxxxwhen set to travel from XXXXX to XXXXX. Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as a result of this flight disruptions you incurred in additional expenses, please allow me to take over your case.
  
  I am truly sorry for the frustration and inconvenience you experienced, from the poor service by our employee to the cancellation of your flight without providing appropriate accommodations. I understand that the miscommunications and delays have caused you additional expenses for hotel stays and rideshare services, and I sincerely regret that our service fell short of your expectations. While we empathize with the significant impact this situation has had on your travel plans, please note that, per our current policy, we are unable to cover expenses for hotel accommodations and associated costs. I understand that this news is disappointing, especially given the circumstances, and I apologize for any added stress or financial burden this has caused.
  
  As stated in our Contract of Carriage Section 18. C. Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or equivalent destination as provided herein. Frontier will have no obligation to provide  transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. ************************************************************************;
  Also as stated on DOT website *******************************************************************************. A consumer who incurs incidental expenses such as a rental car, hotel room, Alternative airline or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.
   
  We can see this was not an easy flight we appreciate you stepping up and sharing your experience with Frontier, we want you to be one of our Frontier frequent travelers but we need to work on our customer service first. As an apology and in an effort to make things right, as a gesture of customer relations and a one-time exception only, we'd like to offer X** full fare travel voucher valid for X** keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept this voucher Details and instructions about the voucher are below. ********************************************************************************************************
  
  Once we receive a response from you we will move forward!
  
  Regards, 
  Customer Relations Specialist 
  ********************** 
  ************************************************