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/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

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:06/03/2025

  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 
  ********************** 
  ************************************************

• Initial Complaint

  Date:05/31/2025

  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 was having issues trying to change my ticket on their website. I have tried so many times to contact them and have waited hours and hours and have never been able to talk to a human to resolve anything. I just need to talk to a human. They make it absolutely impossible to talk to a human and therefore in the times I waited the window of being able to receive a refund closed and now I am only given credit.When I went to cancel it said I was eligible for a refund. But no refund was given. They only gave me credit which is not the same as a refund. after purchasing the travel insurance they still are not helping me. They make it tricky and impossible to get help. and you cant reach anyone by phone or even email. I have never felt so much like I was being scammed by a company until today. I just needed to talk to a human. I have waited on three different occasions to talk to someone totaling 8 hours of waiting and I still have not spoken to a human. I can never recommend this company to anyone nor can I personally ever feel good about using this company in the future. They have zero regard for customers.

  Business Response

  Date: 06/09/2025

  Hello ******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns. 
   
  I sincerely apologize for the difficulties you encountered while trying to change your ticket on our website and for the frustration caused by the inability to reach a customer service representative. I understand how important it is to have access to support when you need it, and I regret that we did not meet your expectations in this instance. Your experience is not reflective of the service we strive to provide, and I am truly sorry for the inconvenience you faced.
  
  On behalf of Frontier Airlines, I want to take full ownership of this situation. We recognize the importance of effective communication and support for our customers, and your feedback is invaluable to us as we continuously work to improve our services. We are committed to addressing the issues you raised and ensuring that our customers have a better experience in the future.
  
  Regarding your reservation XXXXXXXX, I would like to clarify the refund policy that applies to your situation. Based on our records, your flight was not eligible for a refund. According to our policies, a full refund to your original form of payment is available if you cancel within 24 hours of booking and your flight is scheduled 7 or more days away. You made your reservation on XXXXXXXX and canceled it on XXXXX, which means it was not canceled within the 24-hour period. As a result, you were provided with a credit instead of a refund.
  
  More details about the policy can be found on the following link ******************************************************************************************;
  
  We understand that this may be disappointing, and we want to ensure you have the details regarding your credit. 
  
  Amount: XXXXXXXX
  The Travel Credit was issued on: XXXXXXXX
  Exp: XXXXXXXX

  As a general information regarding travel credit:
  PLEASE NOTE:

  Credits are not redeemable for cash.
  Credits are most often issued with a XXXXXXXX redemption period and must be redeemed prior to the expiration date. However, travel can be booked as far out as Frontiers published schedule allows (use a credit that expires this month to book travel departing in 6 months). Based upon the terms and conditions, extensions are not allowed.
  Credits from a reservation that purchased The Works expire in one (1) year from date of issue.
  Credits may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer with credit card.
  Credits 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 using the credit must match the old reservation exactly. Find out more at *****************************************************************************;
  
  To redeem your credit: 
  
  -Go to *****************************************;
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
  -Enter confirmation code:  XXXXXXXX
  -Enter email address: XXXXXXXX
  
  Thank you once again for your understanding and patience. We look forward to serving you better in the future.
  
  Warm regards,
  

  Customer Relations Specialist  
  Frontier Airlines 
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23403055
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Stredbeck

• Initial Complaint

  Date:05/31/2025

  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 booked a flight with frontier that was listed as a 1 hr 24 min flight from 5pm and landing after 6pm. A week later I receive an email at 7am informing me that the flight was canceled and I was automatically rebooked for a new flight that had a stop in another city that was further away that flew out at 1am with a multi-hour layover and finally arriving shortly after 11 am totaling in over 10 hours for what was a 1 hr 24 min flight. Their policy on their website clearly state that "In the event your flight is delayed more than 3 hours for a domestic flight, you will be sent a link to make your selections by email. If this delay to your flight itinerary does not work for your plans, you are eligible for a refund, to rebook, or to cancel and receive a credit shell valid for 5 years from date of cancellation". I did not receive an email offering any of this. When I tried to contact customer service, I found out there is only a chat option available. After almost 2 hours of waiting to talk to someone I was forcefully disconnected from the chat which would at random intervals ask if you were still there which I had to do for the last 2 hours. The last time I was asked I did not receive any time to respond and instead the chat was immediately suspended with no option for you to reconnect. I have canceled the flight, disputed the charges, and documented this entire from start to finish.

  Business Response

  Date: 06/09/2025

  Hello ******,

  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.

  Thank you for reaching out to Frontier Airlines about this flight cancellation experience. I'm a customer relations agent 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 XXXX when 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 you initially had a direct flight but was changed to a connection flight, after you cancelled the ticket a refund was not processed, please allow me to take over your case.
  
  I sincerely apologize for the extreme inconvenience and frustration you experienced due to the abrupt changes to your flight. I understand that you booked what was advertised as a XXXXX hour flight departing at 5:00?pm and arriving shortly after XXXXX , only to have the flight canceled and your itinerary altered without proper notification. Receiving an email at XXXXX ?am about the cancellation and then being automatically rebooked on a flight with a stopover, a XXXXX departure, a lengthy layover, and an overall travel time of over XXXXX hours is completely unacceptable.
  
  Our policy clearly states that for delays exceeding XXXXX on domestic flights, passengers should receive a link via email to select alternatives such as a refund, rebooking, or a credit shell valid for XXXXX. I deeply regret that you did not receive any such communication, leaving you without the options you were entitled to. Additionally, I apologize for the poor experience with our customer service chat being left on hold for almost two hours, only to be disconnected without a proper resolution, adds further to your frustration.
  
  Looking at your reservation under XXXXX I can confirm your refund request has been approved. On XXXXX we issued a refund for the amount of XXXXX to card ending XXXXX exp XXXXX . Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank sometimes takes a few days to post the funds to the account.
  
  I want to apologize again on my behalf for any inconvenience this experience may have caused you. Give us the opportunity to astound you on your subsequent flight so that we can put things right, don't let this experience define our amazing airline!
  
  We look forward to having you fly with us in better conditions and welcoming you back on board soon.
  
  Sincerely,
  
  *****,
  Customer Relations Specialist
  ********************** 
  ***********************************************

• Initial Complaint

  Date:05/30/2025

  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.

  05/30/2025 - Our connecting flight time was changed during our initial flight, and they never informed us via App, Email, Text, etc. nor were ANY flight boards updated (**************). Signs say to call the 800 number, but when finally speaking to a human, they informed us that it must be handled in person. Frontier staff was not making ANY boarding announcements or last calls & over 200 people were directed to the customer service line where only ONE employee was tasked with solving missed flights for hundreds of customers. The customer service woman then gave us a business card to request a refund through an automated online portal. Not a single staff member at Frontier seemed the least bit concerned that their error caused mass chaos. We had to spend $600 to book a new flight on another airline, with ZERO help from Frontier.

  Business Response

  Date: 06/09/2025

  Hello *****,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thank you for reaching out to Frontier Airlines about this flight cancellation experience. I'm a customer relations agent 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 XXXXX when set to travel from XXXX to XXXX. 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 the original flight was a direct fight then changed toa  connection flight causing a negatively impact in your plans since you were not able to board the connection flight you had to rebook incurring in additional expenses, please allow me to take over your case.
  
  I am truly sorry for the unacceptable experience you endured on XXXXX. It is deeply concerning that your connecting flight time was changed without any notification through our App, Email, Text, or even updated flight boards at ************. I understand how critical timely information is, especially when plans are disrupted, and I regret that we fell short in keeping you informed.
  
  I also empathize with the chaos and frustration you experienced at the airport. Being directed by signs to call our XXXXXXX number only to speak with a sole representative who indicated the matter must be handled in person added unnecessary stress. It is unacceptable that over XXXX passengers were left waiting while only one employee was tasked with resolving missed flight issues. The lack of proactive announcements and clear guidance provided by our staff, which led to a disorganized and hurried deboarding process, further exacerbated the situation. I understand that these failures left you with no choice but to spend an extra XXXX on an alternative flight, all while receiving no real support from Frontier. I have important information about the coverage for additional expenses below:
  
  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.
  
  After reviewing your information I can confirm we queued your refund request to the ****************** for the unused portion of your ticket on XXXX please bear with me for X** business days for a response, once we the refund is approved it will take XXXX business days to complete the refund back in your card.
  
  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 XXXX full fare travel voucher valid for XXXX per passenger. 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 these vouchers. Details and instructions about the voucher are below. *************************************************************************************************************;
  
  Once we receive a response from you we will move forward!
  
  Regards, 
  Customer Relations Specialist 
  ********************** 
  ************************************************
   
   

• Initial Complaint

  Date:05/30/2025

  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.

  Business Name: Frontier Airlines Location: ******, ** (main headquarters)What Happened: I purchased two Frontiers GoWild Gold Pass on January 10 2025 spending a total of $1050. Despite purchasing it early, the pass was not activated or usable until May 2025. I never used or booked any flights with it, and once I attempted to, I found that most dates were unavailable, there were excessive blackout periods, and almost all flights included long layovers or cancellations out of **************. Frontier refused to issue a refund despite me not using the pass, citing a 30-day refund policyyet they confirmed the pass wasnt even active during that time. Im seeking a full refund for an undelivered service.

  Business Response

  Date: 06/09/2025

  Dear  Kenni,
  
  Thank you for reaching out to us regarding your experience with the Go-Wild Gold Pass. We genuinely appreciate you taking the time to share your concerns, as your feedback is invaluable in helping us improve our services.
  
  I want to sincerely apologize for the frustration you have experienced with your Go-Wild Gold Pass. It is disappointing to hear that, despite your early purchase, the pass was not activated until XXXX, and that you encountered significant challenges when attempting to book flights. On behalf of Frontier Airlines, I take full ownership of this incident and assure you that we are committed to addressing your concerns.
  
  I understand that the limitations you faced, including excessive blackout periods and limited availability of flights, have led to a disappointing experience. It is unacceptable that you felt unable to utilize the pass effectively, and I am truly sorry for any inconvenience this has caused you. I also regret that this situation has resulted in a complaint with our customer relations team. We take such feedback seriously, and it will be used to improve our policies and communication regarding the Go-Wild Pass. While I understand that our policy states that the ability to make Go-Wild Pass bookings is based on flight and seat availability, I recognize that this does not alleviate your frustration. Your experience highlights the need for clearer communication regarding the limitations of the pass and the availability of flights. We are committed to taking your feedback into account as we work to enhance our services and ensure that our customers have a better understanding of what to expect.
  
  Thank you once again for your valuable feedback. We are dedicated to improving our services and ensuring that our customers have a positive experience with Frontier Airlines. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Warm regards,

  Customer Relations Specialist 
  Frontier Airlines 
  ************************************************ 

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23398393
  
  
  
  I am rejecting this response because this representative response acknowledges that I have not been able to use this pass and the discrepencies. I'm still unable to use the pass due to the flight dates are spaced out and the blackout dates are every weekend, the flight layover times is 4+ hours and it's not cheaper deal than regular prices with nonstop on other airlines. I sent an email outlining this in response and haven't received a response. Absolutely not, I don't want this purchase anymore and I want a refund on both of my GoWild Passes. 
  
  
  
  Sincerely,
  
  
  
  Kenni Rudd