Complaints

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

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• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

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

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

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:05/28/2025

  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.

  I am a gold elite member of the Frontier loyalty program. That provides assigned seats and a free carry on bag. On May 25, 2025, I was to fly to ** from ** at 9:42 PM. The flight was delayed nearly 2 hours, with scheduled take off at 11:20 PM. That was an inconvenience itself but when boarding, the desk person announced "Platinum, Elite, and Gold members may board." There was no control. Every group 1 and 2 passenger appeared to push to the line despite not being called. Regardless, when I offered my boarding pass, as maybe the 20th person to board, they took my carry on bag. Gold status allows for a carry on bag. I clarified that I was a gold status member and the desk clerk rudely told me, ***** I'm tagging the bag as that is what I was told to do." I refused to make a scene amongst an already upset crowd because of the 2 hour delay. I took my seat in row 9 and noticed just about every other person boarding after me with a carry on bag, even the later people to board who clearly were not of high Frontier status. I then took photos and videos showing that the overhead bins in our area were not full and actually that briefcases and back packs were stored overhead while I was forced to have to go to retrieve my carry on bag after the flight. This was improper, rude, unfair and arbitrary. I called Frontier and was offered a credit. I refused because Frontier now discontinued all direct flights from the ** area to ******** so a credit serves me no purpose. I was told to speak with customer relations but was left on hold literally for 1 hour 33 minutes before I gave up. This is and has been horrible customer service all around and I feel that proper financial compensation is warranted but I can't speak to anyone at Frontier to address it.

  Business Response

  Date: 06/01/2025

  Hi ******,
  

  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  We appreciate your loyalty to Frontier. 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 XXXX from XXXX to XXXXX. Travel can be stressful, and unexpected unprofessional customer service behavior is never welcome. Were sorry to hear this unusual experience with our Frontier representative 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 that tagging your bag was a major inconvenience and not being able to travel with your bag despite the fact there were available overhead bins available, please allow me to take over your case
  
  We understand your concerns regarding your Gold status benefits not being honored, specifically your inability to travel with a carry-on bag. This is certainly not the level of service we strive to provide, and we sincerely apologize for the inconvenience you experienced. At Frontier Airlines, we want every passenger to have a seamless and enjoyable travel experience, so it is disappointing when we receive reports of anything less. We appreciate you bringing this to our attention and will share your feedback with our Frontier Airlines representative, who will follow up with their team to help ensure this issue does not occur again.

  Whether you are a first time traveler or frequent flyer, here's what to expect during the boarding process.  ***************************************************************************************;
  
  -Passengers with Special Needs Anyone needing a wheelchair, and other boarding assistances. If you know you require assistance with boarding, please check-in with the our agent when you arrive at the gate so that they know you need to board first.
  -Board First Be among the first to board our plane with our ******************** Available to customers who purchase a carry-on bag and ****************** Miles members with Elite Diamond or Elite 100K status.
  -Zone 1 Offered to those who purchased a carry-on bag or purchased a bundle that includes a carry-on, and FRONTIER Miles members with Elite Gold, Elite Platinum, Elite 20K or Elite 50K status.
  -Courtesy Boarding Available to families traveling with small children (under 3 years of age) and any other passengers requiring additional time or assistance with boarding.
  -Zone 2 Be among the first to board the plane by purchasing Zone 2 Priority Boarding.
  -Zones 3 and 4 Called in order, these zones move progressively from the back of the aircraft forward.
  
  We understand how disappointing this experience must have been, especially as a valued and loyal Frontier Gold status member. Your continued support means a great deal to us, and we sincerely apologize for the challenges you faced during your recent flight. When we receive reports like yours, we take them seriously and are committed to making things right. While all communications both verbal and written between Frontier management and our employees are proprietary, we want to assure you that an internal investigation will be conducted thoroughly and brought to a conclusion. We truly appreciate your loyalty to Frontier Airlines and value the opportunity to improve our service for you and all our passengers.
  
  We understand that you are seeking financial compensation due to this unusual and overwhelming experience. We sincerely appreciate the patience and calm you demonstrated during this interaction. However, we must respectfully advise that the inconvenience of your carry-on bag not being placed in an overhead bin does not fall under situations where Frontier Airlines offers financial compensation. In most cases, bags may be moved to other compartments such as the back of the plane or the cargo hold for weight distribution purposes. We understand this is not the outcome you were hoping for, and we truly regret any frustration this may have caused. We hope you will reconsider the value Frontier Airlines provides and choose to travel with us again in the future.
  
  We are really sorry about the extended period of time you had to wait on hold to get a representative take care of you. We want to make this right for you ******. We can see you're one of our valued Frontier frequent travelers and 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 $full fare travel voucher valid for XXXXX. 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:05/28/2025

  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.

  On May 14, 2025, I booked travel with Frontier Airlines under confirmation code YKIG8X for myself and my husband. Our itinerary included:Flight 3091 from LGA to CLE, scheduled for 5:29 PM Connecting Flight 1821 from CLE to LAS, scheduled for 9:56 PM Flight 3091 was delayed until 10:16 PM, causing us to miss our connection. At LGA, Frontier staff assured us we would be rebooked on a morning flight the next day. However, when we arrived in *********, we were told the only option was a rebooking on Flight 1821 at 9:56 PM the next night over 24 hours later.We were not offered lodging, meals, or other support. We were forced to purchase last-minute Southwest flights to ********* the next morning to avoid missing a prepaid family trip. Our out-of-pocket cost for those tickets was $686.36, in addition to the original Frontier fare of $273.96.Frontier later sent an email indicating we were eligible for a refund, but the link provided consistently failed to work. Despite multiple follow-ups via email, website, and WhatsApp, we have received no meaningful response beyond a $50 travel voucher which is wholly inadequate given the circumstances.

  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. First, I want to sincerely thank you for being a valued member of the Frontier travel family. I understand your concerns regarding your scheduled flight on ***, from XXXX to XXXXX. Travel can be stressful, and unexpected cancellations are never ideal. At Frontier Airlines, we truly care about our passengers' experiences, and I apologize for the disappointment this situation has caused. It is never our intent for customers to spend more time than necessary in our facilities. I understand that due to a lack of flight availability, you incurred additional travel expenses when rebooking with an alternative airline. Please allow me to take over your case and work toward a resolution.
   
  We sincerely apologize for the lack of flight availability. Please be aware that once a flight has been changed, departed, or canceled, we are unable to reinstate it to the original schedule. However, we can attempt to find an alternative flight, and if none are available, we will explore further options. Your description of the new booking being 24 hours apart is concerning, and I want to assure you that this is not the level of service we strive to provide. I sincerely regret that the rebooking options were so limited and spaced so far apart.
  
  Meal vouchers are issued by airport agents upon passenger request. After reviewing your reservation XXXX, I can confirm that no meal vouchers were provided. We sincerely apologize for this oversight. Please keep in mind that meal vouchers are a form of compensation issued by airport representatives upon request and are valid for 24 hours while you await your travel. We regret that this compensation was not made available to you and sincerely apologize for the inconvenience.
  
  Moving forward in regards to your compensation request for alternative airline expenses I can confirm the following:
  
  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.
  
  Frontier Airlines strives to provide a great experience for all our passengers, so it is disappointing when we receive reports of anything less than that. We sincerely appreciate you bringing this to our attention, as it allows us to share your feedback with our ******************** who will follow up with their team to help ensure this experience is not repeated. Additionally, I have submitted a refund request to the ****************** for connection flight XXXX (XXXX XXXX ). Please allow up to five business days for a response. Once the refund is approved will take 7 business to redeposit back in your card. We truly appreciate your loyalty to Frontier Airlines and thank you for your patience.
  
  Looks like you received a one voucher in the amount of XXXX under your name valid for XXXX, as a one time exception, I can offer you to void this voucher and re-issue a full fare voucher, which will cover flights, fees, taxes bags and seats, in the amount of XXXX per-passenger valid for XXXX starting from the moment we reply this email, if you accept this offer please reply with a YES ********************************************************************************************************
  
  Once we receive a response from you, we will move forward!
  
  Regards,
  
  Customer Relations Specialist
  **********************
  ************************************************

• 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.

  I booked a trip for 6 people at the end of May of last year. They said I wont get a refund but I will get a credit for future use on a ticket. My credit is missing and Im unable to book any tickets. The credit expires in June and Im still unable to purchase a ticket with the credit. At this point, I would like a refund.

  Business Response

  Date: 06/01/2025

  Dear Mykol, 
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I do apologize that you did not receive a response from your original incident created XXXXXXXXXX we have a high volume of requests at this moment.
  
  Thank you for taking the time to share the details of your recent travel experience with us. We are truly sorry to hear about the series of disruptions and inconveniences you encountered surrounding your scheduled flight from XXXXX to XXXXX on XXXXXXX. We understand how frustrating it must have been to receive multiple delay notifications on the morning of your departure, especially with no staff available at the gate to assist or provide clarity. We also recognize the significant impact this had on your travel plans, including the cancellation of your car rental reservation due to the delay and the challenges it created for your onward journey to ********. We acknowledge the additional stress caused by the rebooking process, including the change to a connecting flight through XXXXX and the confusion surrounding your checked baggage. Despite your efforts to confirm the baggage transfer with our agents, we regret that your luggage did not arrive as expected. We understand how upsetting it must have been to receive conflicting instructions at the airport and to be redirected multiple times while trying to locate your belongings.

  We also recognize the ongoing frustration of not receiving a response to your baggage claim filed on XXXXXX and the lack of follow-up despite your call on XXXXXX and the assurance of a callback on XXXXXX. We understand that your missing bag contained a weeks worth of clothing and personal items for two people and that you were forced to make alternative travel arrangementsincurring additional expenses for ******, ***** and bus fare.

  I have checked your reservation XXXXXX. I confirmed that you flew on XXXXXX from XXXXXX to XXXXXX and returned on XXXXXX; however, our system shows that you boarded just one part of your return flight. The flight was scheduled with a layover in XXXXXX. The flight was from XXXXXX to XXXXXX and then from XXXXXX to XXXXXX. Our records show that an agent from our airport staff left a note that you intentionally missed your flight from XXXXXX to XXXXXX; however, your bag was sent to ******* since it was your final destination. You did not arrive in XXXXXX, and your bag was sent to XXXXXX airport; this is considering voluntary separation from your bag.
  
  Unfortunately, we cannot cover additional expenses at this time due to voluntary separation, we confirmed, and we do not have a baggage claim yet; for voluntary separations, we are not liable to create a baggage claim; however, we recognize the importance of taking care of your belongings, as we understand their value to you. Don't worry, I'll be happy to help you with your arrangements. To do so, I'll need you to provide me with the following information:
  
  - Bag color
  - Bag type (You can choose your type of bag in the following link: ****************************************************************************) within 01-29
  - Description of the contents inside the bag
  - Description of the bag (whether it has wheels, handles, exterior pockets, leather, rigid, soft, hard, cabin size, etc.)
  - Contact phone number
  - Mailing address
  - Contact email address
  
  Please reply to this email with the requested information. We look forward to hearing from you as soon as possible with the required information so we can continue to provide you with timely information.
  
  We look forward to serving your travel needs in the future and providing you with a better experience.
  
  Sincerely, 
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23387666
  
  I am rejecting this response because:

  it has nothing to do with my claim. I didnt say anything about traveling to ******** or missing baggage. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/15/2025

  Dear Gisela   
  
  I am so sorry by the previous reply, your claim got mixed by our mistake. Please disregard our previous reply. This is the correct one.
  
  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 you are unable to redeem your credit.  
  Please be assured that we take all service disruptions very seriously and we have logged your description of the difficulties you encountered online.  
  We encourage you to try again later, we highly suggest booking your flight using ****** chrome and clearing your cache, you can also try to delete cookies and use an incognito window. 
   If the issue persists please reach out our general reservation agents through our different official channels: Simply navigate to ***************************************************************** click Lets Chat. Our friendly Agents are available 24/7 to help you with your request. 
  
  The amount of $1,050.36 was given as a credit for future use, this credit will expire on June 27th, 2026. 
  You do not have to fly before June 27th, 2026, but you must book your trip before the credit expires; details and instructions about how to redeem the credit are below. 
  
  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:   DB67UC 
      -Enter email address:  ******************************** 
  
  If applicable, a credit card will be required for any residual value. 
  PLEASE NOTE: 
  
  *Credits are not redeemable for cash. 
  *Credits are most often issued with a 1-year 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 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. 
  For more information, please visit the following link 
  ******************************************************************************;
  
  Thank you for reaching out to us regarding your credit we hope to serve your travel need under better circumstances in the future 
  Sincerely, 
  
  ***** *. 
  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.

  Frontier Airlines Robbed Me, Humiliated Me, and Left Me Stranded They Deserve to Collapse This is not just a complaint. This is a warning. FRONTIER AIRLINES is a predatory, abusive company, and they should not be allowed to keep ************ flight with ***** from ********* was delayed something completely out of my control. As compensation, Delta rebooked me on a later flight, more than 12 hours after the original one. I was stranded, tired, and emotionally drained.Desperate to make it home and unwilling to wait over 12 hours, I took my last $600 literally everything I had and booked an emergency ticket with Frontier Airlines. I made a sacrifice, trusting them to do their job and get me home safely.Instead, I was met with cruelty.When I arrived at the Frontier counter, they told me I had to pay $204 for one overweight bag. According to their own website, overweight baggage fees are between $75 and $100 yet they were demanding double. I calmly explained I had just paid everything I had for the ticket. I begged them to understand. But they didnt care.They yelled at me, in front of everyone. Loud. ****. Dehumanizing. And when I couldnt magically come up with more money, they canceled my flight. Just like that. No refund. No options. No empathy.I asked to speak with a manager. They refused.I asked for help. They turned their backs.I asked for a refund of the $600 I had just paid. They kept my money and left me stranded.I wasnt the only one. I watched them scream at other passengers, overcharge them, threaten them. It was like watching people get hunted for being broke, tired, or vulnerable. They didnt just act like this once this is how they operate. This is who they are.Frontier doesnt serve people. They prey on them.They find passengers who are already in distress and treat them like garbage. They create more chaos, more pain, and make sure you walk away not just broke, but broken.I hope this company goes bankrupt.

  Business Response

  Date: 06/01/2025

   Dear Millialys
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  

  I will be pleased to help you with your query, however, I was unable to locate your reservation. 
  
  To access your reservation information please reply to this email with the following information. 
  
  Two of the following: 
  
  - 6-digit alphanumeric confirmation code 
  - First and last name of customer(s) as it appears in your reservation 
  - Last 4 digits of the credit card on file 

  Or Three (3) of the following: 
  
  -Email Address 
  -Phone Number 
  -Address 
  -Travel Agency 
  -Flight Number 
  -Passenger Date of Birth 
  
  Thank you for contacting Frontier Airlines. We appreciate your patience; we look forward to hearing from you soon. 
  
  Sincerely, 
  
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  Date:05/27/2025

  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.

  5/19/25 flight #**** My daughter and I arrived at the ***************** 55 minutes before our departing flight which was then delayed, which mean we were well over the hour required to be at the airport for a domestic flight. We did not have any checked baggage, only the backpacks on our back. The Frontier representative sitting behind the desk told us we needed to be there 2 hours prior to our flight, which I tried to dispute because that is not true, but she barely looked up from her phone to help us. We then proceeded directly to *** to see if they could help us and they were going to try and get us through security, but needed the gate to print a boarding pass for my daughter since she didn't have a form of ID. *** called the departure gate only to be informed they had given our seats away. No one from Frontier was even the least bit helpful, leaving my daughter and I both in tears as it was her birthday and we were trying to get home to my husband and sons. I ended up having to buy new tickets on ***** and missed 2 days of work. The $1,500 I am requesting is the original flight price, the Delta tickets, and $500 of compensation for missing work. I believe this is an incredibly fair request and have sent an email to Frontier Airlines but have yet to hear anything back from them.If this matter is not resolved, I am prepared to take this public so others know how Frontier handled this situation.

  Business Response

  Date: 05/29/2025

  Dear Anna  
  
  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 you missed your flight as a result of missing the cutoff time to reach the ticket counter. We understand that it might be difficult to accept the check-in procedure and the deadlines that must be fulfilled in order to prevent these kind of events, and we also understand how frustrating and disappointing it can be to miss a flight.   

  Please accept my heartfelt apologies on behalf of Frontier Airlines for any inconvenience this incident has caused you. 
  
  Your reimbursement and compensation request was received; however, we are deeply sorry to inform you that we are unable to honor it due to the late arrival. We must notify you that there is a cutoff time for checking in and printing your boarding pass, regardless of the delay in your flight.

  Since delays are not final and we always aim to leave on time, passengers must check in and print their boarding passes in advance and must be ready to board at the original scheduled time. The ticket counter opens two hours prior to original departure time and closes one hour before the original departure time; once this time is reached, there is no longer a way to check in online, print your boarding pass, or use the kiosks; therefore passengers must be ready to board at the original departure time.  
  
  If a passenger fails to appear for a flight, the ticket's value is forfeited. This policy applies to all issued tickets. 
  For more information, please look for Section 10.F of Contract of Carriage found on the website ************************************************************************;
  
  You can check in on the Frontier app starting 24 hours before your flight is scheduled departure time until 60 minutes before scheduled departure, within 60 minutes prior to departure, check-in is no longer available in the app or the website.

  We recommend you arrive at least 2 hours before departure to ensure you are checked in and at the gate by the cutoff times. You must have your boarding pass printed and any baggage checked by the following cutoff times: 
  Domestic Flights:  60 minutes before departure 
  International Flights:  60 minutes before departure 
  Please be at the gate and ready to board no later than 45 minutes before departure. 
   You can find this information in the following link. 
  *****************************************************************************************************************;
  
  We are aware of your displeasure and concur that things can always be done better, in an effort to make things right, as a customer care gesture and as a one-time exception, we have remove the no show status from your reservation, waived the cancellation fees and granted a full credit for future use valid for XXXX. 
  
  The amount of $XXXX was given as a credit for future use, this credit will expire on XXXX. 
  You do not have to fly before XXXX, but you must book your trip before the credit expires; details and instructions about how to redeem the credit are below. 
  
  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: XXXX
   -Enter email address: XXXX 
  
  If applicable, a credit card will be required for any residual value. 
  PLEASE NOTE: 
  
  *Credits are not redeemable for cash. 
  *Credits are most often issued with XXXX 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 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. 
  
  For more information, please visit the following link: ******************************************************************************;
  
  Thank you for contacting Frontier Airlines regarding your missed flight. We sincerely hope that this information was useful.

  Regards, 
  
  Customer Relations Specialist.
  **********************

• Initial Complaint

  Date:05/27/2025

  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.

  My flight on May 23 from ******* to ****** was delayed causing me to miss my connecting flight to *******. I received an email and text saying I could request a refund but when I click the link it says Session Completed This reservation has already been updated and no further action is needed at this time. We look forward to serving you on a future Frontier flight. The employee at the desk said there was nothing they could do but put on a flight the next day, over 24 hours away. I had to be in ******* that day so I had to book another ticket out of ****** to ******* costing me $438.30 on top of my original ticket. I can not get a hold of anyone at customer service and the chat is a joke, completely automated and unhelpful. I have submitted two refund requests through the website both of which have gone unanswered. This was the first and last time I will use Frontier. I will contact an attorney if I need to as well. I fully understand that sometimes flights get delayed however it should not be this difficult to get ahold of someone who can help make it right. I want a full refund for the extra cost I incurred having to book with another airline.

  Business Response

  Date: 05/30/2025

  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 from XXXX to XXXX on XXXX was delayed and you missed your connecting flight to XXXX and even though you received an email with the refund option, the airport agent informed you that the only option was to reschedule the flight for the next day, with more than XXXX hours in advance, and you were forced to booked additional flight for $XXXX. 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, ******. 
  
  We are disappointed to hear that your customer service experience was less than satisfactory at the airport. Your experience with the customer service agents should not have been negative in any way and we regret the lack of professionalism. Feedback like yours helps us identify areas that need improvement. We are escalating this to the station to ensure we are adequately staffed to prevent this from occurring in the future.
  
  We have the information that under the reservation XXXX you boarded the flight XXXX from XXXX to XXXX on XXXX but the connecting flight was not boarded, XXXX from XXXX to XXXX. Let me respectfully inform you that when a flight is delayed for more than XXXX 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. *************************************************************************;
  
  Let me request your refund for the flight you did not board to our team in charge, when our team approves the refund for the missed flight, you will receive a notification. Once your refund is processed, please allow XXXX 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.
  
  We care about our customers and want you to choose our airline with confidence, and we will be constantly reviewing the process and will contact you once the refund has been processed.
  
  I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers additional reimbursement for extra expenses. However, as an exception, we processed a travel 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:05/27/2025

  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 an all inclusive vacation through ***** Vacations which uses Frontier Airlines for air transport. On April 19, 2025, I received a confirmation from Frontier Airlines that listed myself and my spouse as passengers. The Apple vacations confirmation also correctly listed myself and my spouse as passengers. Today, May 27, 2025, I added and paid for one round trip checked bag under my spouses reservation. After this was completed, the ********* website listed my name as both passengers and wanted $84 to complete a name change. We received a confirmation in my spouses name for the purchased baggage. I called Frontier and talked to ***** and a supervisor who eventually hung up on me. ***** was very nice and helpful while the supervisor was not. I was charged $75 for the name change when I called Frontier. I did not change the name on the reservation (since I would have been charged $84) but somehow after the bag was purchased, the name mysteriously changed. This all happened within a half hour time frame. The supervisor tried to tell me that the passengers listed on the confirmation were not actually the passengers and that passenger 1 was actually the contact person only. Huh? I have attached a screenshot of the Frontier reservation received on April 19 showing both names. Ive also attached the baggage confirmation showing bag was paid for under my spouses name, ****. The last document is the Apple vacations confirmation showing both names. The Frontier Airlines website is not user friendly and in my opinion was the cause of this problem, not something I did. At this time, I am simply asking for reimbursement of my $75. Looking forward to hearing from you. Thanks

  Business Response

  Date: 05/30/2025

  Dear Stephanie  
  
  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 the supervisor you spoke to on the phone was unfriendly and with a poor attitude, we also apologize for the inconvenience and confusion caused by the website while trying to add your bags, your description of the incident is concerning, and we can only assure you this is not the type of service we strive to provide, please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this issue might have caused you.     
  We are grateful you brought this to our attention, so we can share your feedback with our station management group who will follow up with the stations team to ensure your experience is not repeated. 
  
  I appreciate the opportunity to explain, While reviewing your reservation I was able to verify that there were no name changes in it, **** is one of the passengers and also the contact person, and ********* is passenger number two, no name change fee was discover. You can go to **************************************** in the main page, click on my trip/check-in, enter your confirmation code and last name, and you will be able to access your itinerary and verify the passengers information. 
  
  Kindly reply to this email if you need further assistance. 
  
  Friendly reminder: Starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID, or another acceptable form of identification such as a passport, to board domestic flights.  
  
  Online or Mobile app check-in is available 24 hours before the flight until one hour before your flight. Please be at the airport three hours before your flight so you and your bags are checked-in on time. Counter opens two hours before the flight and closes 60 minutes before the flight and gates close 20 minutes before the flight. 
  
  Your ticket only includes one personal item and no seat selection your personal item cannot exceed dimensions of 14 high, 18 wide and 8 long. You can buy carry-ons and checked-bags online or in our mobile app where you can find the best deals, and select your seat for an extra fee; otherwise, a seat will be assigned randomly at check-in. Please remember that bag and seat fees are non-refundable once purchased. 
  
  Thank you for contacting Frontier airlines. We look forward to welcoming you on board again soon! 
  
  Regards, 
   
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/27/2025

  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 had a booked flight with my 5 year old son on Thursday May *******. The confirmation number was IIMWA. Due to unforeseen circumstances we did not flight. I called customer service and they issued me a credit for 853. I did not receive an email from the **** I was trying to rebook my flight and now it says the number I have is invalid. I just need the information pertaining to my credit . I have tried to use the online customer service and no one has answered in over 2 hours

  Business Response

  Date: 05/30/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your recent experience. Were truly sorry to hear about the difficulties you've encountered following your canceled flight on XXXX, and we understand how frustrating this situation must be, especially when traveling with your young son.
  
  We sincerely apologize for the confusion surrounding your travel credit and the lack of follow-up communication after your call with our customer service team. Not receiving an email confirmation for the issued credit, only to later find that the reference number appears invalid, is understandably concerning. We also regret the extended wait time you experienced while trying to get assistance through our online support channels.
  
  Upon checking the flight credit information we have in our records, the flight credits you have available are for $XXXX from the $XXXX you received. You used $XXXX for a flight ticket you booked. The flight was booked on XXXX, flying on XXXX, from XXXX to XXXX, with a layover at XXXX. Our records show that the flight ticket was booked through our customer service chat, and the booking fee was waived.
  
  This credit will be issued under the name of XXXX and XXXX and will be valid for XXXX year, ending on XXXX. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. It can be used multiple times as long as it is used up before the expiration date. 
    
  To use the credit via the website, select "Credit with Frontier once you've reached the payment section and enter the same confirmation code of this reservation. 
   
  You will be able to find this information on the following link: *************************************************************************.
  
  We confirmed that all your information on your travel credit confirmation code is good. In case you are having issues booking, do not hesitate to reply to us or contact Frontier Airlines customer service chat.
  
  Chat: **********************************************************************;
  Facebook: *****************************************************;
  Instagram: ***************************************************;
  X: ****************************************;
  
  Thank you for taking the time to bring your situation to our attention. We wish you well and look forward to serving you on a future flight.
  
  Sincerely, 
   
  Customer Relations Specialist 
  **********************

• Initial Complaint

  Date:05/27/2025

  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.

  Confirmation number ADLPWM On May 27, 2025 Frontier Airlines canceled my flight at the last minute, leaving me stranded without assistance or timely alternatives. As a result, I missed an international birthday trip to ***************, ****** a trip I had planned and paid nearly $2,000 for, including airfare, hotel reservations, and connecting flights.Despite multiple attempts to get appropriate compensation, Frontier refused to take full responsibility for the disruption they caused. I was only offered a $300 travel voucher, which is far below the actual damages I incurred. I declined it because it failed to account for the following:Loss of an entire day of my trip due to delayed travel Missed connecting flights, including a paid 6:00 AM American Airlines flight Hotel and activity reservations I paid for but could not use Emotional and financial stress caused by Frontiers poor handling of the situation I had to purchase another last-minute flight at my own expense just to salvage part of the trip. I requested a $600 travel voucher and a status upgrade in Frontiers rewards program as a reasonable and fair resolution, based on past precedents and DOT guidance. Frontier refused and instead processed only a refund for the canceled leg of the trip which does not begin to cover my losses.This experience was devastating, especially given that it occurred on my birthday, and Frontier has shown no genuine effort to correct the harm caused.

  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 #XXX from X to X which got cancel. I'll be more than glad to assist you today.
  
  Thank you so much for your patience. We are currently experiencing a high volume of inquiries and are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because your flight got cancelled in the last minute affecting your travel plans, and because you had to go through additional expenses, such as another ticket with American Airlines. I understand how important your time, money and plans are for you, not even mention the fact that is was for your birthday. Believe me, this is even difficult for us since we would not like to affect you in any single way.
  
  While checking your reservation and departure flight details, we had to cancel it due to operations decision. I understand that you decided to go ahead and travel with a different airline, however, Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing.
  
  The foregoing shall be the limit of Frontier's liability for the matters covered by this provision. More details can be found in the following link: ******************************************************************* Additionally, the *** states the following about Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
  
  However, you were given a $XXX.00 voucher which are not full fare. I have replaced them with two new ones, you will be able to use this vouchers with your next Frontier flight. The Here are your $XXX.00 voucher valid until X/X/X:
  
  XXX XX
  XXX XX
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked within ** 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.
  
  While I understand this may not return the time, experience and expenses you had to go through, I hope you can give us another chance to impress you next time. If you have any questions or something else that I can help you with, please let me know.
  
  Have a great day!
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23380863
  
  I am rejecting this response because: I am requesting also an update to my frontier miles status due to all the expenses i had and the emotional distress caused by an unjustified flight cancellation due to all sick pilot! 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:05/27/2025

  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 traveled with Frontier Airlines on February 24, 2024, from ****** to *********. I checked in my baggage on time, but due to unusually long delays at the security checkpoint, I missed my flight.Afterward, I purchased a replacement ticket through a Frontier staff member and asked twice if I needed to take any additional steps to ensure that my checked baggage would be properly handled. The staff member told me there was no further action required and instructed me to go to the Frontier baggage office at ******************However, upon arrival in *********, I could not locate my baggage. I reported the issue to a Frontier staff member there, who confirmed that my bag was still in ****** and assured me that it would be sent on one of the remaining flights that day. I was asked to leave my hotel address and wait. Despite this, I never received any updates, and my multiple follow-up attempts by phone and web chat were met with nothing more than repeated instructions to "keep waiting."When I returned to ****** on February 27 and visited the Frontier counter, I was told that no official record of my case existed and that the ************** had failed to follow proper procedures. The Denver staff member apologized for the mishandling and only then did my case get officially filed.Nearly a month later, Frontier unilaterally issued a compensation offer. I could not accept this and attempted to file a formal objection. However, the baggage department marked my case as closed, and the Customer Relations team informed me that no further compensation would be provided, as the baggage team had already resolved the matter.When I pointed out the clear mishandling by Frontier staff, I was offered a voucher of limited value, seemingly as a way to quickly close the case. When I declined this and asked for fair compensation, the company began citing inaccurate facts and tried to shift the blame onto me.

  Business Response

  Date: 05/29/2025

  Dear Sehun  
  
  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 know that your bag did not arrive to your destination with you and that you are not satisfied with the way your incident was handled, please accept my most sincere apology on behalf of Frontier airlines for all the disruptions this issue might have caused you. 
  
  Your request for billing adjustment was received, regretfully we will not be able to comply with it. According to our records, the baggage department has already taken care of any issues pertaining to baggage. A reimbursement check was given and also a XXXX voucher as a compensation, the ************************** already closed your case. 

  After the ************************** closed your case, you escalated the incident to our ****************************** a previous agent offered to replace the current XXXX voucher with a XXXX voucher which you kindly rejected, the voucher was offered as a customer care gesture, not as a compensation given that this incident was already solved and no further compensation is available for it.  
  
  We sincerely appreciate you taking the time to share your thoughts, and we truly hope to have the opportunity to provide a more positive travel experience in the future. 
  
  Thank you for contacting Frontier Airlines, we understanding regarding this matter.

  Kindly, 
  
  Customer Relations Specialist. 
  **********************.