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 Airport Way 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:05/30/2025

  Type:Billing 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 applied for the Frontier Credit card through the Frontier website. It clearly states that there is a $0 fee for the first year, before the annual fee changes to $99 for subsequent years.After getting approved for the credit card, I was charged an annual fee of $99. I have spoken with the credit card help chat, and they are not honoring the $0 fee. They have stated that offer was only for people who applied in May. I did not take any screenshots in May, but I know for certain this offer was available when I applied in late April. They then got me in contact with their manager named ********** I didn't get to talk to her directly, but I spoke with someone else who had her notes, which said that I applied for this card through another avenue which did not have the $0 annual fee offer. I know what she is saying is simply factually incorrect. (also note that they changed their story and no longer said that this offer was only available in May). When I applied for the Frontier card, I clicked the link from the Frontier website. The Frontier website states the offer for a $0 annual fee. I don't recall the complete application process, but I do know that I started on the Frontier website where it says there is a $0 annual fee.I have not paid the $99 yet, but I will have to pay this fee very soon to avoid being charged late fees. I will pay this by June 8th if this is not resolved. If it is resolved before then, I just need the charge removed from my account. If it is not resolved until after I have paid it, I would like a refund.

  Business Response

  Date: 06/09/2025

  Hello ******,

  Thank you for reaching out to Frontier Airlines, you have come to the right place I'll take over your case and answer all your concerns with your enrollment with your Barclays card involving the **** fee for the first year but still getting charge, I apologize for your disappointment with this flight experience on our website and the promotions. It is certainly not our intent to have our customers pay for more than they have to. please allow me to take over your case.

  In order to have a better insight into your case please reply with the following information:
  
  Frontier Miles Member must provide:
  
  Account first & last name
  Account phone number
  Account address
  Account email
  
  Once we receive these items from you, well be happy to assist you further.
  
  Sincerely,
  

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

• Initial Complaint

  Date:05/30/2025

  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.

  I was booked on united airline flight from *** to *******. But we were deplanned/delayed due to weather & couldn't get rebooked asap. So I rebooked at the airport for next day ( Sunday) through frontier. Before I completely confirmed on the website- I informed the frontier ***resentative that it stating I had ****************** But I did not have ANY bags.....because they were still going to destination through united airline. I deplanned united due to delay but my bags did not. We couldn't find out why frontier website was adding it automatically...and we figured it was a glitch due to so many ppl rebooking at the last minute due to all the flight cancelations. She recommended...again Frontier recommended that I complete the purchase if I desperately wanted the flight because there was a possible chance if I cancel out & do over I would not get to purchase at all. And judging from the line ...I could understand. She stated that when I come in the next day just inform the teller during check in. The next day I did just that. However the teller stated there was nothing she could do , but she gave me a card to call numbers....that nobody responded to. I asked them to note in the system that I was boarding with NO BAGS. And the woman noted that I didn't have any bags when boarded frontier. No check or carry. So can I get that refunded or credited to my account? I did everything right& followed frontiers *** advice & still ended in this situation at NO CAUSE of mine. In addition, I tried to get this resolved numerous times & no one ever responds. Not through call or chats. Is this what frontier does? I never had this problem before but suddenly I hear a lot of shady stuff going on. And now this?!? So you're forcing false charges on your customers and ignoring them?

  Business Response

  Date: 06/09/2025

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am sorry to hear that your flight was delayed, and you were unable to travel as planned with **************. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, ****. Please accept my deepest apologies for all the inconvenience this situation may have caused you, ****. I understand your frustration because you paid for your bags online even though you were not traveling with them because they were still going to destination through ************** and you were advised to contact Frontier Airlines to request a refund, but you did not receive adequate assistance. I thank you for taking your time to report this. I'll definitely look into this situation for you.
  
  We have the record that under the reservation XXXXX you boarded the flight XXXXX from XXXXX to XXXXX on XXXXX, and you paid your economy bundle for XXXXX that includes a Personal Item, Carry-On Bag, Standard Seat Selection, No Change/Cancel Fee. *********************************************************************** Additionally, you paid XXXXX for a checked bag. Please keep in mind that the additional services are non-refundable. ***************************************************************;
  
  I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund. However, as an exception, we processed a travel voucher for XXXXX. The voucher expires on XXXXX

  XXXXXXXXXXXXXXX - XXXXX
  
  This voucher is valid for XXXXX 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 XXXXX 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
  **********************

  Customer Answer

  Date: 06/09/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:05/30/2025

  Type:Billing 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 tried to contact Frontier Airlines multiples time but couldn't find the *** to help. I noticed my account had the wrong birthday. I have upcoming flight but my account has the wrong birthday. Not sure how this happened because I added the correct birthday when I signed for account with **********************. Could someone reach out to me help me fix this issue. Confirmation Code BKT65R

  Business Response

  Date: 06/01/2025

  Hello Usman,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I'll take over your case thank you for being a loyal customer. I will be answering all your inconveniences, and providing solutions to your concerns regarding: updating the correct date of birth in your account so you can travel on XXXXX from XXXXX to XXXXX. I understand the need to update this information as as soon as possible. Please allow me to take over your case.
  
  In order to access to your account, ****************** Miles Member must provide:
  
  Account first & last name
  Account phone number 
  Account address
  Account email
  
  Please provide the correct date of birth in addition I need a valid form of identification so we can update your information such as real ID, drivers license or passport, please submit the document as JPG photo or PDF.
  
  Once we receive this information from you, well be happy to assist you further.

  Sincerely,
  
  Customer Relations Specialist
  **********************
  ***********************************************

• Initial Complaint

  Date:05/29/2025

  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.

  I purchased 2 tickets with this company on 01/23/25. Somehow I made a mistake and clicked the economy bundle which I didnt want & has never purchased one in the past. I notified company of the ************** refuses to refund me $116.00. Everyone make mistakes. I would like my refund, I never heard of such foolish they can not give me a refund.

• Initial Complaint

  Date:05/29/2025

  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.

  My son and I were aboard flight F9 3380 from ***** to ************ on May 18th. We were in seats 25E and 25F. The flight was delayed multiple times, supposedly because the incoming flight was delayed. I could not speak to anyone about it because no one was at any counter in the frontier part of the airport. It took forever to board the plane because frontier had over sold the carry-on bags. This created a stampede for those trying to get on the plane, pushing and shoving. The frontier staff did nothing. When we finally got on the plane and they turned the air conditioning on. The smoke was so thick that people were coughing. I had to cover our mouths with a cloth to prevent an asthma attack. I could barely see. When we landed in ************, several hours late, we went to baggage claim. When the luggage came, approximately ************************* transit. The frontier representative stood and watched. As passengers panicked, he locked himself in the office, so no one could approach him. He gave no updates. The only thing I was told by him was that he called someone and they didn't answer the phone. When I told him to get up and go find them because it was nearly 1230 at night and there were children, he told me to get off my own **** and go find them. We stood there for nearly an hour and a half while the frontier representative swiped on his phone in his locked office. He suggested that over 30 passengers fill out, lost bag forms. We were also told the supervisors for frontier we're on the other side of the airport and we're not going to come over. I didn't leave the airport until close to 1 AM. I had to pay nearly $100 to get an **** at that hour. I tried to call multiple times to get a refund on the flight, but my calls never reached a representative. By the end of the ordeal, my 9 year old was sobbing, telling me he will never go on vacation or get on a plane again. I want the baggage fees fully refunded and half the flight. That was a nightmare

  Business Response

  Date: 06/03/2025

  Dear Jennifer  
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  
  
  We are sorry to hear that your experience with us has been less than satisfactory due to the multiple issues involving your reservation. 
  We appreciate you taking the time to provide us constructive feedback for a better customer experience. 
  
   We recognize how crucial it is for our customers to arrive at their destination on time, and we feel the displeasure of not being able to do so. 
  Please accept my most sincere apology on behalf of Frontier airlines for all the disruptions this issue might have caused you. 
  
  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 received your refund request, unfortunately, we will not be able to comply with it. Due to the fact that the Frontier Airlines ticket's journey has been rescheduled and taken place, we are unable to offer a refund. After a ticket is used, it loses its ability to be refunded. 
  
   According to our records your flight delay was 2 hours and 12 minutes, and the tarmac delay was 18 minutes, regretfully delays of less than three hours will not be compensated. 
  Nevertheless as customer Relations specialist we will explore additional alternatives to try to improve your unsatisfactory experience. 
  
  Our main objective is to continue providing excellent customer service, although some circumstances involving flight cancellations and delays are within our control, while others are not. 
  
  Controllable Situations. If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. 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 or a full credit valid for 5-years. 
  
  You also have the following options for re-accommodation to your destination or a sister-city: 
  -Move flight for no charge up to 5 days out. 
  -Move unaffected flight no charge up to 5 days out from the original return date. 
  -Move flights outside 5 days, waive change fee, but fare difference applies. 
  -If the affected passenger wishes to travel from different cities, we can process an exchange, waive the change fee, but fare difference applies.  
  
  For more information about our customer service plan please click on the following link 
  ******************************************************************** (section number 14). 
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon! 
  Regards, 
  
  ***** *. 
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  Date:05/29/2025

  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.

  5/23/25 Departure Flight. I received an email informing me that my flight was delayed by at least 20 minutes and adjusted my arrival time to the airport accordingly. All departure information screens indicated it was not actually delayed, and the flight was at ********, opposite of its terminal, **********. I made boarding in time because others allowed me to skip the line at security and I ran for 20 minutes without using the shuttle services, which had too long of a wait. Boarding was a mess. Patrons could not board because the plane was backed up for over *************************************************** departure time. Although not delayed, we were severely behind. 5/26/25 Return Flight. Flight was delayed. After eventually boarding the flight, we were required to wait on the plane because the Captain said fuel has been spilt on the tarmac. I watched one individual use sand, papers towels, and a broom to clean up the fuel for about 30 minutes. The fumes from the fuel could be smelt from the plane, causing a headache and nausea. We were eventually offboarded, and the flight was delayed with promise to soon take off numerous times over the course of about 4 hours. Gate attendants told us the Captain/Staff were prepared to take off as soon as fueling was resolved, and sent anyone who requested a new flight or credit to the ticket counter outside of security, without promise of an alternative flight being available or making it back in time for boarding the delayed flight. Flight was then cancelled. Full flight were sent to the ticket counter, without informing us of the next available flight, and were prohibited from speaking with any of the representatives, other than one, even though there was little to no guests at the counter. We waited in the line for 2 hours, missing other opportunities for flights, only to be told the next available flight was two days later. Only accommodations for 1 night were offered. I traveled 23 hours and spent ~$600 to get home.

  Business Response

  Date: 06/04/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am sorry to hear that your flight on XXXX was delayed, and you were unable to travel as planned. I understand your frustration because your return flight was delayed, and you were required to wait on the plane because the captain said fuel had spilled on the tarmac, but then, the flight was cancelled, and you were only offered accommodation, but you spent $XXXX to get to your destination. I completely understand how frustrating this situation was for you, and 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, ******. 
  
  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 XXXX you boarded the flight XXXX from XXXX to XXXX on XXXX, but your return flight XXXX from XXXX to XXXX on XXXX, was cancelled and the refund was processed for $XXXX to your XXXX card ending #XXXX. 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.
  
  Let me respectfully inform you that when a flight is delayed for more than 3 hours, we can change the flight to the next flight available or we'll provide you, upon request, a full refund of any unused portion of your ticket. *************************************************************************;
  
  We have the record that you received a voucher for $XXXX due to the inconvenience. I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers reimbursement for additional costs. However, as an exception, we voided the voucher for $XXXX, and we processed a new voucher for $XXXX. The voucher expires on XXXX. 
  
  XXXX - XXXX
  
  This voucher is valid for XXXX 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 XXXX 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
  ********************** 

• Initial Complaint

  Date:05/29/2025

  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.

  I booked a flight from ********* to ******* for 5/26/2025 12:14 pm. We arrived at the designated gate at 11 am, and a couple of minutes after, we were informed that our flight was delayed to 6 pm due to operational reasons. They gave us a $20 voucher for food/drink. After 4 hours of waiting, they delayed again to 7:30 pm. One hour later, they moved our flight to the next day, at 12:30 pm (24 hours after the original flight time). We were instructed to go to the check-in area, and there they told us to wait for a hotel voucher confirmation via email. This was around 6 pm. We waited until 10 pm and nothing happened. We decided to book a hotel out of pocket. The next morning, I received 2 travel credits of $50 to be used within 90 days. All passengers of the same flight had different experiences, but all were very frustrated. We even needed to wait almost an hour to be allowed to pass the *** security, due to some mistake Frontier made. And finally, when we were ready to go onboard, they sent me another $20 voucher for food/drink, which I couldn't use due to the lack of time. This morning, I tried to reach customer service, and after a long discussion, they offered me a $175 travel credit, but I declined, because I don't have any plans to use the company again. So, I would like to receive a $250 credit card refund, which represents the travel and food vouchers they gave me and I didn't use, plus another travel credit I have with them, to cover my expenses and headache during these 2 days in the airport.

  Business Response

  Date: 06/01/2025

  Hello Adolar,
  
  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 recent flight on XXXXX from XXXXX to XXXXX . Travel can be stressful, and unexpected delays are never welcome. I want you to know that Frontier Airlines care about our passengers' experience. We are sorry for the inconvenience caused to you as a result of the delay of your flight. We understand your disappointment and please be assured that we will do all possible to mitigate the inconvenience caused to you as a result of this disruption caused to your schedule please allow me to take over your case.
  
  Your description of the multiple flight delays is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. I want you to know that Frontier Airlines cares about our passengers' experience. We apologized about the lack of flight availability. Be aware that once a flight has changed, departed or cancelled, we are unable to reinstate to the original. I apologize for the lack of flight availability to rebook your itinerary for an earlier flight. Frontier wants you to have a great experience when you fly with us, so it’s disappointing when we receive reports of anything less than that. I’m grateful you brought this to our attention, so we can share your feedback with our Airport agent group who will follow up with their team to ensure your experience is not repeated. 
   
  Airline schedule changes can happen for various reasons, including weather conditions, mechanical issues, or adjustments in airspace coordination between airlines. We understand how frustrating and disruptive these changes can be, and we sincerely apologize that this affected your itinerary. We recognize the inconvenience this may have caused, and we truly appreciate your patience and understanding. Please know that we are here to support you and assist in any way we can.
  
  Meal vouchers issued by Payouts Network will be sent to the customer via email. The customer will then be able to apply the voucher funds to a personal credit card or debit card. They can use their card to make a food purchase and within 3 business days of making the purchase, the customer will be reimbursed directly to their personal credit card the amount that was spent. Meal vouchers are only issued by Airport Agents per passenger request Looking at your reservation XXXXX I see a XXXXX meal voucher was issued the percentage we cover is XXXXX per passenger since this voucher was issued at 10:36 AM was for the breakfast.
  
  I understand that due to these flight changes, you have incurred additional expenses. As a one-time exception, we can reimburse XXXXX for your hotel expenses. Additionally, we can cover XXXXX per passenger for lunch and XXXXX per passenger for dinner. To process the reimbursement, please provide meal receipts to validate these expenses. Once received, we will proceed with the necessary steps to ensure compensation. We truly appreciate your patience and understanding, and we regret any inconvenience this situation has caused. Please provide the following:

  •  Passenger’s names
  •  Reservation codes for each passenger
  •  Name of the person who will receive payment
  •  Mailing address
  • Phone number
  •  A scan of your original itemized meal receipts not just the charge in the card we need the actual receipt. Please send the scan as a PDF attachment. Do not put it in the body of your email.
  
  Once we receive these items from you, we’ll be happy to assist you further.

  Sincerely,
  
  Kevin,
  Customer Relations Specialist
  Frontier Airlines
  ***********************************************

  
  

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 23392026
  
  
  
  I am rejecting this response because:

  Hi Kevin,
  
  We didn't have dinner on 05/26, because we were very upset with the situation and how the Frontier team was dealing with all the passengers. We used the first $20 voucher for lunch on 05/26 after the first rescheduling, but to be frank, $20 for 2 people to have lunch at the airport is kind of impossible, so I am sending the receipt, hoping you can compensate the difference. The hotel we booked had a good breakfast, which is why we didn't have any other expenses on 05/27, and we didn't use the second voucher sent that morning. We arrived early at the airport, but the company didn't prepare the security crew for our delayed flight, and by the time we accessed the gates, it was time to start boarding.
  
  I was hoping we could receive the hotel expenses, the difference from the lunch expenses, and maybe an extra compensation for the headache. Please see the hotel and lunch receipt.
  
  •  Passenger’s names
  Adolar Mauricio Laube
  Luciana Petik Caldonazo
  •  Reservation codes for each passenger
  SHN6KQ
  •  Name of the person who will receive payment
  Adolar Mauricio Laube
  •  Mailing address
  7225 Windham Harbour Ave Orlando FL 32829
  • Phone number
  407-361-1777
  •  A scan of your original itemized meal receipts not just the charge in the card we need the actual receipt. Please send the scan as a PDF attachment. Do not put it in the body of your email.

• Initial Complaint

  Date:05/28/2025

  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.

  05/27/25 - flight was delayed by approx 5 hours. Requesting for refund on flight and/or flight credit.

  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 flight X which was schedule on X from X to X. 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 of the delay your flight suffer and how this delay affected your plans. 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 you in any single way.
  
  After checking your reservation and confirming that it was delay due to uncontrollable reason, I'd like to offer you a $XXX.00 voucher valid for X days which you can use with us, in your next flight.
  
  Here is your $XXX.00 voucher valid until X/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 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 will not return the time you have to wait and the experience, I hope this show you that we really care about your situation and how important this matter is. I wish we can travel with you in your next adventure!
  
  If you have other questions or if you need something else, let us know please. Have a great day!
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/28/2025

  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.

  Consumer Name: Jovahni ****** ******* Date of Incident: May 30, 2025 (Scheduled Flight Date)Business: [Airline Name or Frontier Airlines, if applicable]Nature of Complaint: Improper refund handling, lack of communication, and denial of boarding due to unclear REAL ID policy enforcement.Summary:I booked a flight earlier this year to ********* under my legal name, Jovahni ****** *******. I am a U.S. citizen with a valid, state-issued drivers license and multiple forms of supporting documentation. I received no communication from the airline about ID issues or boarding restrictions prior to the flight.Two days before my departure, I was informed I would not be allowed to boarddespite offering valid documents accepted by ****** was not contacted directly at any point by the airline. Instead, my friend who assisted with the booking was forced to handle the refund process. The airline issued a partial credit of $168.99 to my friends account, and kept $91.01 as a fee, even though the ticket was in my name and booked using my ID.keeping in mind the original flight amount was 260$Desired Resolution:I am requesting either:A full direct refund, or Direct contact from the airline to resolve this matter with me personally, not through a third party.I believe this situation was mishandled and that I should have been contacted directly before being denied service and partially refunded through someone else.Sincerely,Jovahni ****** *******

  Business Response

  Date: 06/01/2025

  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, you have come to the right place I'll take over your case and answer all your concerns with your reservation, I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers not be allow to board due to their documentation not being valid. please allow me to take over your case.
  
  In order to have a better insight into your case please reply with as many details as possible, please provide (2) of the following, preferably the 6 digit confirmation code and the email used to book the reservation:
  
  Record Locator (6-digit confirmation code)
  Passenger First & Last Name
  Last 4 digits of Credit Card on file
  
  OR THREE (3) of the following:
  
  Email Address
  Phone Number
  Address
  Travel Agency
  Flight Number
  Passenger Date of **************text="true">
  Tell us more about how we can help you. We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.
  You can also get in touch with our reservations department over our available channels, or use our social media platforms 24 hours a day, seven days a week. *****************************************************
  
  I must kindly inform you that the Frontier business model is changing in many ways and the difficult decision to discontinue our call center service. However, Passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance. You are always welcome to reach out to our general reservation agents through our different official channels, new bookings or voluntary changes cannot be handled through email: *********************************************************************************************************
  
  Once we receive these items from you, well be happy to assist you further.
  
  Sincerely,

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

• Initial Complaint

  Date:05/28/2025

  Type:Billing 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.

  The complaint starts with frontier not shipping my luggage to my ****** destination last year. I was supposed to have been issued some sort of credit due to their lack of service. Furthermore, I booked an another flight which I had to cancel and I understand that theres a penalty for canceling, I shouldve also received a credit for the difference. I have spent over six hours on hold within the last two days to no resolve at this point, I would like a refund and cut ties with Frontier Airlines.

  Business Response

  Date: 06/01/2025

  Hello *******,
  
  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 2 requests. The first will be your experience back on XXXXX from XXXXX to XXXXX. Travel can be stressful, and unexpected issues involving the delivery of your bag is never welcome. Were sorry to hear this unusual experience with the process of delivering your bag was not up to your standards. I want you to know that Frontier Airlines cares about our passengers' experience. It is certainly not our intent to have our customers have an unpleasant and uncomfortable experience, I understand as a result of this experience you were issued a  travel voucher, please allow me to take over your case
  
  I sincerely apologize for the inconvenience caused by the mishandling of your baggage. I understand how frustrating and disappointing this experience must have been, and I regret that it impacted your travel. At Frontier Airlines, we strive to ensure a smooth and hassle-free journey for all our passengers, and it is never our intent for customers to be left without their belongings when they need them most. We truly empathize with the stress this situation has caused, and we appreciate your patience as we work to resolve it. Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers.
   
  Looking at your reservation XXXXXI can confirm your travel voucher's terms and conditions specified that it was valid for XXXXX. I'm sorry to inform you that no exceptions may be made to extend the validity of your voucher. I understand that this is not the desired outcome for this request, but because the Travel voucher was issued for the correct period, an extension won't be granted.
   
  Here is the information about this travel credit is provided below:
  
  ?Amount: XXXXX
  ?The Travel voucher was issued on: XXXXX
  ?Exp: XXXXX
  
  The time frame of the validity of the vouchers will depend on what type of voucher you received and the circumstances that were given. For your particular case the vouchers were given due to baggage inconvenience you did not have to fly before the expiration date but you should have booked a flight as far Frontier allows it which is about 12 months ahead from the date of the issued voucher, the vouchers were not used and expired *****************************************************
  
  Regarding your second request concerning your booking, the penalty for a voluntary cancellation, and the refund request, I require additional information to better understand your case. To gain further insight, please reply with as many details as possible and provide two (2) of the following pieces of information:
  
  Record Locator (6-digit confirmation code)
  Passenger First & Last Name
  Last 4 digits of Credit Card on file
  
  OR THREE (3) of the following:
  
  Email Address
  Phone Number
  Address
  Travel Agency
  Flight Number
  Passenger Date of Birth
  
  Once we receive these items from you, well be happy to assist you further.
  
  Sincerely,
  
  *****,
  Customer Relations Specialist
  **********************
  ***********************************************