Business Profile

Airlines

Frontier Airlines, Inc.

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Complaints

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

Customer Complaints Summary

6,413 total complaints in the last 3 years.
1,563 complaints closed in the last 12 months.

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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:05/26/2025
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.
On May 26, 2025, I was scheduled to fly with Frontier Airlines from ******* (ATL) to **** (RNO) via ****** (***). My flight (F9 3293) was delayed over 7 hours, causing me to miss my connection. In ******, Frontier gate agents walked away and refused to assist dozens of stranded passengers. I was told the next available flight would be two days later. Frontier refused to rebook me on another airline despite my flight insurance.Additionally, I was sent back and forth between gate agents and phone support with no resolution. Frontier changed the gate and terminal three times, forcing me to walk over five miles with 100 lbs of luggage. I had to spend $460 out-of-pocket to purchase a last-minute United ticket to reach my destination. I also missed important Memorial Day plans with my wife in ***********Frontiers response was inadequate, and I am requesting $1,500 in compensation for expenses, disruption, and distress.
Business Response
Date: 05/27/2025
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 **** to **** on **** was delayed over **** hours and it caused you missed your connecting flight **** from **** to ****. I understand your frustration because in ****, the agents refused to provide assistance, and you were told the next available flight would be **** days later and Frontier refused to rebook another airline despite your flight insurance and the gate was changed **** times, and you had to walk over **** with **** pounds of luggage, but you had to booked additional flight for $**** with **** Airlines. 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, *******.

I am sorry that was your experience and appreciate you bringing this to our attention and the additional documentation as evidence. Please be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered. This is important as we work to provide the best possible travel experience for our customers. We are escalating this to the station to ensure we are adequately staffed to prevent this from occurring in the future.

We have information that under the reservation **** your flight **** from **** to **** on **** was delayed due to uncontrollable situation. Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. *************************************************************************;

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 **** 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 reimbursement for flights with other airlines. However, we have the record that due to the inconvenience, you received a travel voucher for $****, as an exception we voided the voucher for $****, and we processed a new travel voucher for $****. The voucher expires on ****.

**** - ****

This voucher is valid for **** days from date of issue. This voucher is non-refundable and is applicable to full fare (covers the airfare and additional fees such as bags, seats, taxes, etc.). Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before to expire. The name on the new reservation must match old reservation exactly.

To redeem this voucher, please follow the next step:

1. Visit ******************************* and select your new flight.
2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.

Note:
- Vouchers are not redeemable for cash.
- Vouchers are valid for **** days for booking a flight from the date they are issued.
- Vouchers are one-time use, meaning there will be no remaining value after redemption.
- Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
- Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
- The name on the new reservation must match the old reservation exactly.

Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 06/03/2025

Complaint: 23379829

I am rejecting this response because:
I wish to see the official report deeming the delay to be due to uncontrollable circumstances, further there were reasonable options to rebook me from ******* but Frontier refused these options when presented and offered no recourse. I believe they had a duty to mitigate the damages to my travel plans and lost potential lost wages. I missed a much needed vacation day on memorial day which I had made plans for and had to cancel and would have missed 2 days of work at $360/day. I did my best to mitigate the damages and i expect to be reimbursed for both the flight, the extra flight i had to book as not to miss work, the 1 day of missed work and the lost vacation day which was very important to me and my pregnant wife. we are avid hikers and that was our last opportunity to hike this year without risking the pregnancy.

Sincerely,

******* ********
Customer Answer
Date: 06/25/2025
Frontier has now also charged me a monthly subscription fee for a go wild pass which I also asked them to cancel which I bought and used for this flight to see how it would work. Their vouchers also expire in a few months. I'm so frustrated with this airline. I doubt I'll ever use it again much less in a few months. They have also I canceled flights and provided me with a voucher in the past which went unused. That is just one more way they are scamming their customers by canceling their flights.And then offering them vouchers, which expire before they have an opportunity to use them. I believe this matter should be investigated, and a class action lawsuit started against frontier over these vouchers. I'm also frustrated that they sold me. Insurance, which they themselves, are not honoring for the flight. I have now been laid off in part because of the missed work. And I missed my vacation, and I still am negative as far as compensation for my expenses to get home. It's absolutely unacceptable.
Initial Complaint
Date:05/26/2025
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.
Our departing flight out of ****** with destination to ******* on 4/18/25 was scheduled to take off at 11:30 AM. Then the flight was delayed to 12 PM, and then immediately again to 6 PM. Hours later the flight was again delayed to 8 PM, with another unannounced delay all the way to 11:30 PM. We actually boarded around 9 PM. The flight was delayed for over 8 hours because the original crew set to fly out had "timed out" and needed to rest. Another crew from ********* had to be flown in to make the flight at 9 PM. In the business, this is considered a "controlled delay", meaning this delay could have and should have been accounted for and prevented by the airline. Therefore, the airline is solely responsible for this delay and all fault rests on them. Due to this delay, we missed the first day of our rental property and rental car. We were also forced to take a smaller class vehicle than was originally booked due to availability. I believe the airline should refund me the full price of the departing flight plus additions, AND compensate us by reimbursing for the one day of missed rental items. Receipts have been attached to this inquiry as well as proof of the delay.
Business Response
Date: 05/27/2025
Hello *******,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Thank you for taking the time to share the details of your experience on Flight XXXX from XXXX to XXXX on XXXX. We sincerely regret the extended delay and the disruption it caused to your travel plans. We understand how frustrating and exhausting it must have been to experience multiple delays throughout the day, initially from XXXX to XXXX, then to XXXX, and ultimately to a boarding time around XXXX, with final departure closer to XXXX. We also acknowledge that the delay was due to the original crew exceeding their duty hours and the need to fly in a replacement crew from *********. We recognize that this type of delay, often referred to as a controlled delay, could have been better anticipated and managed.

We deeply regret the consequences this had on your trip, including the loss of your first night at your rental property, the missed rental car reservation, and the inconvenience of having to accept a smaller vehicle due to limited availability. These are significant impacts, and we understand how disappointing it must have been to start your trip under such circumstances. Please accept our sincere apologies for the disruption and inconvenience you experienced. We appreciate you providing documentation, including receipts and proof of the delay.

I have checked your reservation, XXXX. I was able to confirm that you flew on XXXX from ************************** to XXXX and returned on XXXX from XXXX to XXXX. Our records show that your flight on XXXX was delayed for more than XXXX hours, scheduled to depart at XXXX and departing at XXXX on the same day.

The flight status is boarded for all the passengers. Unfortunately, we cannot honor your refund request for the flight ticket because you boarded at the end. According to our customer service plan and the ****************************, we can provide a refund for delays of more than 3 hours or refundable tickets that were unused.
When it comes to flight delays and cancellations, some situations are within our control and others are not.

Here's how we describe the difference:

Controllable situations are defined as delays, diversions, cancellations, or service delivery failures considered within Frontier's control (such as delayed baggage or flight delays and cancellations caused by some types of aircraft damage, mechanical issues, etc.). If your flight is delayed, canceled, or 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 more 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.

Uncontrollable situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, air traffic control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.

We confirmed that the delay of your flight was due to controllable situations; you will be able to find that information at *************************** at this link: ********************************************************************

Fully refundable ticket - Consumers who purchase fully refundable tickets are entitled to a refund when they do not use the purchased ticket to complete their travel.

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.

You will be able to find that information at the Department of Transportation at the following link: *******************************************************************************

I was able to confirm that a Frontier voucher for $XXXX was provided as compensation for the delay. As a customer service gesture, I voided that voucher and issued a new one for $XXXX per passenger; the voucher will be valid for XXXX days.

Here you have the voucher information and details:

Voucher XXXX - Passenger Name : XXXX; Value : XXXX; Expiry Date :XXXX

Voucher XXXX - Passenger Name : XXXX; Value : XXXX; Expiry Date :XXXX

Voucher XXXX - Passenger Name : XXXX; Value : XXXX; Expiry Date :XXXX

Voucher XXXX - Passenger Name : XXXX; Value : XXXX; Expiry Date :XXXX

Voucher XXXX - Passenger Name : XXXX; Value : XXXX; Expiry Date :XXXX

This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use.

To use the voucher via the website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email.

Please 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 they were issued.
The name on the new reservation must match the old reservation exactly.

You will be able to find this information at *************************** at this link: **********************************************************************************;

Thank you for sharing your concerns. We hope to have the opportunity to provide a better traveling experience in the future.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/27/2025

Complaint: 23379655

I am rejecting this response because: a limited time voucher locked to the same airline is not something I would be able to redeem within the time allotted. Company has already admitted fault and I am willing to go to small claims court to settle. If their voucher was instead a direct payment per passenger, then I would be willing to close this matter.

Sincerely,

******* **********
Business Response
Date: 06/09/2025
*******,

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

Thank you for your prompt response and for sharing your thoughts so clearly.

Im truly sorry to hear that the compensation offered did not meet your expectations. We understand and respect your position, and we regret that your experience has led to such frustration. It was never our intention to add to your inconvenience, and we sincerely apologize for any further disappointment caused by the limitations of the voucher.

We also acknowledge your request for a refund of XXXXX per passenger to your original form of payment or via check.
Unfortunately, Frontier Airlines is not liable to provide cash compensation according to the **************************** regulations.

Frontier Airlines Commitments for Controllable Delays

Rebook passenger on same airline at no additional cost for significant delays.
Meal or meal cash/voucher when flight delay results in passenger waiting for 3 hours or more

Frontier Airlines does not commit to:

Rebook on a partner airline or another airline with which it has an agreement at no additional cost for significant delays.
Complimentary hotel accommodations for any passenger affected by an overnight delay
Complimentary ground transportation to and from the hotel for any passenger affected by an overnight delay
Cash compensation when a delay results in passengers waiting for 3 hours or more from the scheduled departure time
Credit/travel voucher when delay results in passenger waiting for 3 hours or more from the scheduled departure time
Frequent flyer miles when a delay results in a passenger waiting for 3 hours or more from the scheduled departure time

You will be able to find that information at the following link: ***************************************************************************************************************************

However, as a one-time exception and as a customer service gesture, I can offer to void the XXXXXX and issue a new one for XXXXXX per passenger, valid for XXXXXX .

Please reply to this email if you will take it; please note we are making this a one-time exception only.

Sincerely,
Customer Relations Specialist
**********************
Initial Complaint
Date:05/26/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: May 25, 2025 Nature of Dispute: Unfair rebooking, overcharge, denied services, and poor customer support My wife and I booked round-trip tickets with Frontier Airlines from ******* to ********* (via ******) with confirmation codes SL23PH and IY5DJI. We paid for Bundle 1, which included seat selection. Our May 23 flight from ******* to ****** was delayed 1.5 hours due to aircraft issues, causing us to miss our connection to *********. Frontier could not rebook us until much later the next day, with long layovers. We had to cancel that leg and stay in ****** at our own expense, including a hotel and rental car.We requested a return flight on May 26 at 12:59 AM (DEN to ATL). On May 25, I received an email saying our flight was now at 2:30 AM the same day. The Frontier app showed no updates. We drove to the airport that morning and waited over an hour to speak with an agent, who told us we were rebooked incorrectly. She canceled our return flight and rebooked uscharging $997.92, over $300 more than our original tickets.On the May 26 return flight, we were denied seating together despite paying for it. The crew said the flight was full and refused to assist, yet the seat next to my wife stayed empty. That flight was delayed 2.5 hours and, upon landing, we waited 37 minutes to deplane due to no gate crew. The app would not process changes and the support line had no live agents.Frontier committed to provide:Round-trip travel with paid seat selection Rebooking and delay support Accessible customer service Resolution Requested: A $500 refund by check (not a voucher) to cover the $300 overcharge and expenses caused by delays and mishandling.
Business Response
Date: 05/27/2025
Hello WangWang,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I understand your frustration since you and your wife paid extra to reschedule your flight because your flight from XXXX to XXXX on XXXX, was delayed XXXX hours due to aircraft issues and you missed your connecting flight to XXXXX, causing you extra costs for hotel, and rental car and you requested a return flight on XXXX at XXXX from XXXX to XXXX, but on XXXX, you received an email with the information that your flight was at XXXX, the same day, and when you arrived at the airport, your return flight was canceled to reschedule your flight, but you paid an additional $XXXX. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, WangWang. 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, WangWang.

I'm sorry to hear that on the return flight you and your wife were denied seating together because the flight was full, but the seat next to your wife stayed empty. Your experience with our 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. This is important as we work to provide the best possible travel experience for our customers. 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 and under the reservation XXXX with the passenger XXXX, you boarded the flight from XXXX to XXXX on XXXX, but you missed your connecting flight from XXXX to XXXX on XXXX, but your return flight from XXXX to XXXX on XXXX was changed to XXXX from XXXX to XXXX and you paid the change fee and price difference because you missed your rescheduled flight from on XXXX.

Please keep in mind that changes to your itinerary are subject to any difference between the fare already paid and the current fare selling for new itinerary, as well as a change fee.

Change: Prices Vary
60+ days prior to departure: $0 per passenger, per direction (Non-Refundable)
59 to 7 days prior to departure: $49 per passenger, per direction (Non-Refundable)
6 days or less prior to departure: $99 per passenger, per direction (Non-Refundable)
For more details please, check the following link: ******************************************************************************;

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. ********************************************************************

Remember that due to the inconvenience, you received hotel voucher per passenger, XXXX and XXXX.

I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund for additional costs. However, let me request your refund for the flight you did not board to our team in charge, if 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.

As Frontier employees, 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.

We value you as a customer and as an exception, we've added XXXX redeemable miles per account. You can follow these simple steps to redeem your miles:

Miles will forfeit after 12 months of no activity on your account.

1. Visit ******************************* and select your flight.

2. When looking for flights, search by "miles" (instead of dollars). This will also show how many miles are needed for your desired trip. View our redemption levels for more information.

3. If you have enough FRONTIER Miles for your flight(s) you can continue your booking!
Keep in mind, taxes & fees and a redemption fee (don't worry there are ways to avoid this fee) will be added.

4. Finish your booking. Remember, if you have Elite Status, you get a carry-on and seat assignment for free!

These are redeemable miles and will not qualify towards Elite Status.
Miles will forfeit after 12 months of no activity on your account
Using miles for ancillary items like bags and seats or other amenities is not currently an option.
Flights paid with miles will not count towards accumulating more miles.
A security tax paid by card is required when purchasing award bookings.

I truly hope that the inconvenience you encountered does not deter you from booking with Frontier in the future.

Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/27/2025

Complaint: 23378880

I am rejecting this response because:
The core of our complaint remains unresolved. The issue was not simply a delayed flight or a missed connectionit was a rebooking error made by the airline, which resulted in us being stranded without a valid return flight and forced to purchase a new one at significant personal cost.
We originally requested a return flight from ****** to ******* on May 26 at 12:59 AM. Instead, Frontier rebooked us for May 25 at 2:30 AM, a time we never selected. The app did not reflect this change, and we received no direct explanation. We drove to the airport early on May 25 to seek clarification, waited over an hour, and were told by the agent that we had no valid return flight on file. This situation forced us to cancel the original return and purchase new ticketsan issue entirely caused by Frontier's mismanagement.
We are not disputing standard change fees. This was a unique service failure, compounded by lack of communication and support. While we appreciate the offer of hotel vouchers and bonus miles, we do not wish to receive travel credit. We are requesting a monetary refund mailed to us to reflect the out-of-pocket cost and stress caused by Frontiers error.
Sincerely,

Wangwang Law
Business Response
Date: 06/10/2025
Hello ****,

We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns, regarding your flight experience from X** from ******* to ********* and returning X** which got change from a direct flight to a connecting flight couple of times.

I'd like to apologize again for all the experience you went through back on X** I understand how challenging is for you and your companion to be left out in ****** while waiting to get to *********, believe me, this is even difficult for us since we would not like to affect you nor leave you behind in another city.

After carefully checking your reservation and doing an deeper investigation, I can see a voluntary change back on X** although you have confirmed a round trip in advance. There was a return flight schedule from ********* to *******, while I understand that your plans were affected by unforseen changes you, decided to go back to ******* but instead you missed the flight XXXX from ******. Then, as per records you accepted the option to go back to ******* and that is why your return flight got change from ********* to ******* with an additional cost.

I totally understand your point and position in this matter, as much as we would like to assist you with anything else, other than a compensation, all we can offer you is either miles or a voucher. As per your reply I have decided to remove the **,000 we gave you per account and issued ******* voucher insted, valid for ** days which you can use with us in your next flight.

Here are your X** voucher valid until XXX:

XXX **** **** Law
XXX Xianmiao Qiu

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.

We know for a fact that this may not return your time, plans, experience and money lost in the process, but I hope you can give us another chance in the future. Additionally, I'd like to thank you for giving us the chance to assist you with this matter.

If you have any other question or if you need something else, please let me know. I'll be more than glad to assist you.

Have a great night!

Kind regards,

*******.
Frontier Customer Relations Specialist
**********************
Customer Answer
Date: 06/11/2025

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,

Wangwang Law
Initial Complaint
Date:05/26/2025
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.
A book gave him a second chance I booked a flight from ******* to ********* my first layover was in *** arriving to the airport they tried to charge me for a check carry-on bag that was already checked in $79 I got out of line tried to just print my ticket the system crashed and I get back in line they let me see through gave me the wrong ticket. I get to ***** and I'm waiting on my flight they said it's a two hour delay I go over to the gate to check in and the girl told me the gate was already closed and I couldn't board the plane instead of them saying they were overbooked they took me off the **** took me and disqualified my ticket as a no-show and I have been sitting in the airport stranded for 14 hours now they told me go downstairs and they'll fix my ticket I go downstairs they were closed so I had to get online and spend another $344 for a one-way ticket to **** for a mistake that they keep on constantly making I think it's retaliation for having them on the news in *******
Business Response
Date: 05/27/2025
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 the details of your recent travel experience. I want to begin by sincerely apologizing for the series of issues you encountered during your journey from XXXX to XXXX. What you described is deeply concerning, and I can only imagine how frustrating and exhausting this experience must have been for you.

We understand that your trip began with confusion at the airport regarding a carry-on bag that had already been checked, followed by technical issues at the kiosk and being issued the wrong ticket. We also acknowledge the distress caused by the delay in XXXX, the miscommunication at the gate, and ultimately being marked as a no-show despite your efforts to board the flight. Being stranded at the airport for XXXX hours and then having to purchase a new one-way ticket at your own expense is an unacceptable burden, especially when the situation stemmed from a series of preventable errors.

I have checked your reservation, XXXX. I confirmed that you flew on XXXX from XXXX to XXXX with a layover at ************. However, we confirmed that you only took the flight from XXXX to XXXX; our records show that you missed your flight from XXXX to XXXX due to a delay. Your return flight will be on XXXX, from XXXX to XXXX with a layover at *************
I was able to confirm the other flight you had to book from XXXX to XXXX and flew on XXXX, at XXXX. The ticket is under confirmation code XXXX.

Upon checking the delay of your flight, I was able to confirm that the flight was delayed only for XXXX hour and XXXX minutes. The delay was less than XXXX hours. Unfortunately, we cannot honor your refund request because, according to our records, you arrived at XXXX on XXXX, and the second flight departed at XXXX. The flight ticket is non-refundable.

Our tickets are not refundable unless you cancel within XXXX hours of purchase, but the flight must be XXXX days or more. Unfortunately, your flight does not apply to a refund. I want to mention that this is not a Frontier policy; this is under the guidelines of the Department of Transportation (DOT), and we rely on their guidelines.

You can validate this information at the following links:
Our website: ***************************************************************************... You can view it under "refunds" and also under "cancel a ticket."
DOT website: *******************************************************************************.

However, as a one-time exception and as a customer service gesture, I issued a ****************** voucher for $XXXX; the voucher will be valid for XXXX days.

Here you have the voucher information and details:

Voucher XXXX - Passenger Name : XXXX ; Value : XXXX ; Expiry Date : XXXX.

This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use.

To use the voucher via the website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email.

Please 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 they were issued.
The name on the new reservation must match the old reservation exactly.

You will be able to find this information at *************************** at this link: **********************************************************************************;

Your experience does not reflect the level of service we strive to provide, and we are truly sorry for the stress, inconvenience, and financial impact this has caused you.

Sincerely,

Customer Relations Specialist
**********************
Initial Complaint
Date:05/26/2025
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.
May 26th, 2025. Transactions was $107.00. The frontier app checked me in with a selected seat and a chdcked bag (originally priced at $35). When i arrived, i checked in and it printed a checked bag ticket as expected. Once I got to bag drop, they told me i never paid for a checked bag, would need to pay 79 dollars at the gate for it, and an agent fee. This is all due to their app "failing" even though at self check in a bag tag was printed. They removed it and made me pay again. This even if legal, is a very deceitful. I attempted to pay for my bag at the time of checkin on the app the day prior, why sjould I be charged more because they their app failed (which the gate agent told me it was 'glitcy') when i called customer service, they attempted to give me a $20 credit for my $75+ additional charges. This is extremely unacceptable. Not only that but the managers, staff, and phone assistants are horrendous to speak with.
Business Response
Date: 05/27/2025
Hello *********,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I understand your frustration because on XXXX, you paid $XXXX at the airport even though you registered your checked bag through the App, but at the airport, the agent informed you that it was a mistake and that your bag had not been added and you had to pay $XXXX plus an additional fee for the agent's assistance. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *********. 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 XXXX in your flight XXXX from XXXX to XXXX on XXXX, you paid $XXXX for the economy bundle that includes a Personal Item, Carry-On Bag, Standard Seat Selection, No Change/Cancel Fee, and at the airport your paid $XXXX for a checked bag and $XXXX for agent assist fee prepaid.

Pre-paid Airport Agent Assistance Charge: Up to $XXXX per passenger, per direction (Non-Refundable). A charge will apply for passengers who choose to utilize assistance from our airport agents. To save time, money, and avoid this charge, passengers may check in on the website or mobile app, bring a printed or digital boarding pass, pre-purchase all products, and self-tag their bag.
Checked Bag: For Price, see Bag Price Checker below (Non-Refundable). Maximum size: 62 linear inches (length + width + depth) including handles, wheels and straps; oversize bags subject to charge.

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 $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:05/26/2025
Type:Sales and Advertising 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.
Knowingly defraud, deceptive business practice.
Business Response
Date: 05/27/2025
Hello Welly,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Thank you for bringing your concerns to our attention. We are truly sorry to hear that your experience has led you to feel that there may have been deceptive business practices or intentional wrongdoing involved.

Please know that Frontier Airlines takes such concerns extremely seriously. We are committed to conducting our operations with transparency, integrity, and respect for all our customers. It is never our intention to mislead or cause harm, and we deeply regret that your experience has left you feeling otherwise.

We sincerely apologize for any confusion, frustration, or distress this situation may have caused. Your feedback is invaluable, and we are currently reviewing the matter to ensure it is addressed appropriately and thoroughly.

If you are willing to provide additional details or documentation, we would be grateful for the opportunity to investigate further and work toward a resolution.

For the privacy and security of our customers, we ask that you reply with two (2) of the following:

- Reservation Confirmation Code
- Passenger's First and Last Name
- Last 4 digits of the credit card used to purchase the ticket

Or you may instead provide THREE (3) of the following pieces of information:

- Phone number on the reservation
- Email address on the reservation
- Mailing address on the reservation
- Name of the ************* (If booked through a 3rd Party)
- Flight Number
- Passenger Date of Birth

We appreciate your cooperation and look forward to hearing back from you.

Sincerely,

Customer Relations Specialist
**********************
Initial Complaint
Date:05/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a Frontier flight using a voucher that was compensation for a previous incident involving nine family members. I believed I included a bundle in the new booking but later realized I hadnt. After hours of communicating with various Frontier departments, I explained that my disabled children needed to fly earlier in the day to avoid a potential crisis. I purchased the bundle for $152, which should have allowed free flight changes if the fare didn't increase.Despite this, Frontiers system demanded another $152, even though I had already paid the $59 fare. The issue stemmed from the voucher being used as part of the paymentFrontier refused to honor it and wanted me to pay an additional $59 per person, effectively doubling the fare. There was no fare increaseonly a dispute over the payment method. This feels like unfair treatment, especially since the situation involves accommodating travelers with cognitive disabilities. I expect Frontier to honor my original payment and assist with moving the flight to an earlier time without further charges.
Business Response
Date: 05/25/2025
Hello *********,

Thank you for reaching out to Frontier Airlines about this flight delayed experience. I'm a customer relations agent, and 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 current reservation XXXXX on XXXXX from XXXXX to XXXXX . I want you to know that Frontier Airlines care about our passengers' experience. I understand the need to rebook an earlier flight since you did have the bundle which allows you to make one change out of cost. We understand your disappointment and please be assured that we will do all possible to mitigate the inconvenience caused to you, please allow me to take over your case.

Keep in mind all changes are subject to a $99.00 change fee per passenger and per direction. However, since the economy bundle was purchased you are allow to move your flight. However when you book using the voucher, vouchers are a one time use, you might encounter some issues moving the flight on your own. I understand the need to rebook your flight and the increase in the new fares. I understand the need for an earlier flight toa void any crisis for your kids.

We understand that low fares are important to our customers, which is why we strive to offer the lowest prices in the markets that we serve. We respectfully must advise that transactions are final for non-refundable tickets like the one purchased on confirmation code: XXXXX. Prices do change as the departure date approaches. When the price rises we do not require additional payment for tickets that are already confirmed, and we do not refund the difference if the price drops regarding tickets, ticket validity and itinerary changes is provided in our Contract of Carriage which can be viewed at *****************************.

I'm looking to your reservation XXXXX and I see the flight on XXXXX from ******* to ******* was moved from XXXXX to depart at XXXXX AM the change was completed by a frontier representative and no additional fees were applied. Please let me know if these changes are correct.

Please keep in mind that check-in is available 24 hours before your flight through our website and mobile app. To ensure you and your bags are checked in on time, please arrive at the airport at least two or three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight. Please note that 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. It is recommended that travelers without a Real ID arrive at least 3 hours before their flight to ensure they have enough time to go through the additional security measures.

For acceptable forms of ID, please visit the link below: *****************************************************************;

If you've booked your flight more than 7 days in advance, you can cancel your ticket for a full refund (with no cancellation fee!) within 24 hours of purchase. For bookings made within 7 days of travel, we will hold the value of your canceled ticket (minus any non-refundable charges or fees) as a credit valid for one year

If these changes are acceptable, please review and accept the revised itinerary that was emailed to you. You may also contact our ******************* 24/7 via chat, or click My Flights on our homepage for assistance. Keep in mind that our business model has changed therefore we have discontinued the phone line assistance, The fastest way to contact us is via our chat platform Please visit the following link ***********************************************

I apologize again and highly encourage you to give us the chance to impress you on your next flight.

Regards,

Customer Relations Specialist
**********************
************************************************
Initial Complaint
Date:05/24/2025
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 registered for the Reach Elite Platinum Status Faster promotion. I met the requirements for the promotion. Frontier associates have confirmed via chat that I met the requirements. I have been attempting to have my account upgraded, as the terms indicated this would be done by 5/20. My account has not been upgraded. I have contacted the airline numbers times via phone, chat, and WhatsApp, to be told don't worry, someone will contact you within 48 hours as the issue has been escalated. I have not been contact, and continually have had to repeat the process as no one has been able to assist me. The phone agent insisted that the promotion never existed despite having numerous screenshots, etc. I am just looking for someone that can assist me.
Business Response
Date: 05/25/2025
Hello *******,

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

I see that you are contacting me in regards to Reach Elite Platinum Status Faster promotion. Don't worry, it will be a pleasure to help you with it. I understand your recent experience of taking longer than expected to upgrade your account has been a frustrating inconvenience and I can only assure you these are not the standards we strive to maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. Feedback like yours enables us to change our product and better serve our passengers.
FRONTIER Miles members can achieve Elite Platinum Status by earning ****** Elite Status Points from now until April 30, 2025. Members must be 18 years or older to qualify, and details on how to earn Elite Status Points can be found here. Elite Status Points for flight purchases, including all ancillary purchases, will post to the member's Frontier Miles account after travel. Note that retroactive points accrual does not contribute to the ****** points required for this promotion, and points may take ***** hours to credit. Points will not be awarded for unused, canceled, forfeited, refunded, or fraudulent bookings, as determined by Frontier's discretion. Members must opt-in to qualify for this promotion here.

To accrue points, members must provide their FRONTIER MilesSM number when booking, and registration must be completed at least 24 hours prior to departure. All other ticket terms and conditions apply, and this offer excludes any bonus Travel Miles or Elite Status Points. Elite Platinum Status will be awarded by May 20, 2025, and will remain valid through December 31, 2025. ***********************************************************************;

In order to locate your account and analyze if you meet the correct parameters for the promotion, Frontier Miles Member must provide:

Account first & last name
Account phone number
Account address
Account email

Once we receive a response from you we will move forward!

Sincerely,

*****,
Customer Relations Specialist
**********************
***********************************************
Initial Complaint
Date:05/24/2025
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.
Attached is the complaint I sent frontier Airlines. They responded almost immediately with a form letter that dismissed my complaint and didnt address all of my concerns. I want them to call me and explain why the crew left the airport 2 hours before passengers were told the flight had been canceled.
Business Response
Date: 05/25/2025
Hello ******,

We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
Thank you for reaching out to Frontier Airlines about this flight cancellation experience. I'm a customer relations agent I will be reviewing your case today. In advance, I want to thank you for being part of the Frontier travel family I understand your concerns about your flight on XXXXX when set to travel from XXXXX to XXXXX. Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. We apologized for the multiple delays, I understand the stress you had to endurance not knowing what was happening is concerning, please allow me to take over your case.

Airline schedule changes can occur due to weather or mechanical issues, but sometimes they are simply a result of air space being organized between airlines, I'm truly sorry this disruption affected your itinerary. I understand your recent experience where a flight is delayed and the Frontier representatives not providing a resolution just leaving you refreshing the Frontier App was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. Feedback like yours enables us to change our product and better serve our passengers.

Looking at your reservation under XXXXX, the flight XXXXX was delayed to mechanical delayed then cancelled due to Maintenance in the aircraft not fit to depart. As a result I can confirm your refund request has been approved. On XXXXX we issued a refund for the amount of XXXXX to your card ending XXXXX exp date XXXXX. Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank sometimes takes a few days to post the funds to the account.

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.

As a reminder your XXXX travel voucher XXXXXXXX compensation will remain in our system for redemption until it expires on XXXXX. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows, keep in mind once a voucher is expired cannot be extended. You don't have to fly before the voucher expires but you must book a flight before expires in advance up to XXXX or as far Frontier allows it. Details and instructions about how to redeem the voucher are below. ******************************************************************************************************** or just follow these simple steps to redeem your voucher:

This voucher is valid for XXXX from the date of issue. This voucher is non-refundable and is applicable to the full fare. 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 it expires. The name on the new reservation must match the 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 for booking a flight from the date they are issued.
- Vouchers are one-time use, meaning there will be no remaining value after redemption.
- These vouchers will cover the full fare.
- 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.

For future flights, you might consider one of our bundled packs. Each option bundles extra services such as bags and seats at one low price.
****************************************************************************************;

We currently have amazing deals on our website, I'm confident you will find a new flight, we hope to see you traveling with Frontier Airlines in the future ***********************************************

I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!

Regards,

Customer Relations Specialist
**********************
************************************************
Initial Complaint
Date:05/23/2025
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 April 25, 2025, my travel companion and I were scheduled to fly home from ************, ***********, to ********, *********** with Frontier Airlines. Due to a mix-up, my companions ID ended up in our checked luggage. We immediately returned to the Frontier counter to retrieve the bag but were met with inconsistent and misleading responses. Initially, we were told the bag was already in transition and inaccessible. Shortly after, we were falsely told it had been picked up by a family memberimpossible, as we were all still at the airport.Despite successfully clearing TSAs identity verification process, my companion arrived at the gate just minutes after boarding closed. I pleaded with the flight crew to allow him to board, as passengers were still getting seated, but they refused. I was forced to fly home alone while he was left behind in *********** with no assistance or offer of compensation from Frontier.This experience was not only distressing and humiliating but also avoidable. The attitude of the gate and baggage staff was dismissive, with one employee stating early on that if we missed our flight trying to retrieve the bag, the airline would not be responsible.We incurred significant additional expenses for an overnight hotel, local transportation, and a replacement ticketall out of pocket. Attempts to dispute the original charge with the payment provider were also denied, with no sign of a proper investigation.Desired Resolution:Reimbursement for the missed flight and the replacement ticket Compensation for additional expenses totaling $137.60 A formal apology and assurance of improved customer service practices Im sharing this to help protect other travelers from similar treatment and to encourage Frontier to take responsibility for their handling of this situation.
Business Response
Date: 05/25/2025
Hello Daizia,

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

Thank you for reaching out to Frontier Airlines about this customer service experience. I'm a customer relations agent I will be reviewing your case today in advance I want to thank you for being part of the Frontier travel family I understand your concerns about your recent flight on XXXXX from XXXXX to XXXXX. Travel can be stressful, and unexpected unprofessional customer service behavior is never welcome. Were sorry to hear this unusual experience with our Airport agents 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 you are requesting compensation for your additional expenses after not being able to board the initial flight since you incurred in a change fee flight, replacement ticket plus additional expenses please allow me to take over your case

Your description of of the multiple incorrect instructions with the ** causing to miss the initial flight 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. Keep in mind all changes are subject to a XXXXX change fee per passenger and per direction. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im 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. According to our representative airport notes the passenger ****** ******** was not having an ** and had to be double screened at the ***, keep in mind that this took essential time to board the flight causing to miss the cut off times.

For future reference, we highly recommend our passengers arrive 2 hours before their scheduled departure time. The checking process at airports can take longer than normal. You must arrive at least 2 hours before the flight arrives at the airport, Frontier requires passengers and their baggage to be checked in at least 60 minutes prior to departure, 60 minutes before the flight to be checked in with a boarding pass, 30 minutes boarding begins, 20-minute final boarding, and 15 minutes before the flight doors close. *****************************************************************************************;
In regards to your additional request for the expenses you incurred and the rebooked ticket I have important information below:

As stated in our Contract of Carriage Section 18. C. Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or equivalent destination as provided herein. Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. *******************************************************************

Also as stated on DOT website *******************************************************************************. A consumer who incurs incidental expenses such as a rental car, hotel room, Alternative airline or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.

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 X** full fare travel voucher valid for XXXXX per passenger. keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept these vouchers. Details and instructions about the voucher are below. *************************************************************************************************************;

Once we receive a response from you, we will move forward!

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

Customer Answer
Date: 05/25/2025

Complaint: 23371801

I appreciate your acknowledgment of the inconvenience and distress caused. However, I must clarify and firmly correct the record as your account of the events does not reflect what actually occurred.

My travel companion and I arrived at the airport well ahead of the recommended time and checked in with ample time to spare. The delay was not due to our lack of preparation or failure to present appropriate ID, but rather the result of the Frontier Airlines team providing us with incorrect and misleading information. We were told our bags had already been pulled from the flightwhich was not trueand this miscommunication wasted valuable time and led directly to us being denied boarding.

The TSA screening was brief and completed efficiently. The primary issue was the ******************** and accountability on the part of your airport staff, who provided conflicting instructions and failed to resolve the matter in a timely or professional way. This mismanagement caused significant emotional distress, in addition to unexpected out-of-pocket expenses, including the cost of new tickets, meals, transportation, and time lost.

I do not find the offer of a $150 travel voucher an appropriate resolution for the hardship and financial impact this caused. I am formally requesting a full refund for the unused portion of our original tickets, as well as reimbursement for the additional flight we were forced to purchase due to Frontiers mishandling of the situation.

If this issue is not resolved to my satisfaction, I am prepared to escalate the matter further through the Department of Transportation (DOT), the Better Business Bureau (BBB), and potentially small claims court, as well as share my experience through all appropriate channels.

I am asking Frontier Airlines to do what is right: take accountability and issue a full refund.

Sincerely,

Daizia *******
Business Response
Date: 06/09/2025
Hello Daizia,

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

Thank you for reaching out to Frontier Airlines about this customer service experience. I'm a customer relations agent I will be reviewing your case today in advance I want to thank you for being part of the Frontier travel family I understand your concerns about your recent flight on XXXXX from XXXXX to XXXXX . Travel can be stressful, and unexpected unprofessional customer service behavior is never welcome. Were sorry to hear this unusual experience with our Airport agents 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 you are requesting compensation for your additional expenses after not being able to board the initial flight since you incurred in a change fee flight, replacement ticket plus additional expenses please allow me to take over your case

Your description of of the multiple incorrect instructions with the ** causing to miss the initial flight 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. Keep in mind all changes are subject to a XXXXX change fee per passenger and per direction. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im 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. According to our representative airport notes the passenger XXXXX was not having an ** and had to be double screened at the ***, keep in mind that this took essential time to board the flight causing to miss the cut off times.

For future reference, we highly recommend our passengers arrive 2 hours before their scheduled departure time. The checking process at airports can take longer than normal. You must arrive at least 2 hours before the flight arrives at the airport, Frontier requires passengers and their baggage to be checked in at least 60 minutes prior to departure, 60 minutes before the flight to be checked in with a boarding pass, 30 minutes boarding begins, 20-minute final boarding, and 15 minutes before the flight doors close. *****************************************************************************************;

In regards to your additional request for the expenses you incurred and the rebooked ticket I have important information below:

As stated in our Contract of Carriage Section 18. C. Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or equivalent destination as provided herein. Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. *******************************************************************

Also as stated on DOT website *******************************************************************************. A consumer who incurs incidental expenses such as a rental car, hotel room, Alternative airline or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.

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 XXXX full fare travel voucher valid for X** per passenger. keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept these vouchers. Details and instructions about the voucher are below. *************************************************************************************************************;

Once we receive a response from you, we will move forward!

Regards,

Customer Relations Specialist
**********************
************************************************
Customer Answer
Date: 06/09/2025

Complaint: 23371801

I am rejecting this response because:
Thank you for your follow-up in response to my BBB complaint. While I acknowledge your continued communication and attempt to reiterate company policy, I must emphasize that a core component of my concern remains unresolved and was notably unaddressed in your most recent message.

You clearly stated that our policies are designed to cover the refund for unused ticket value only. However, despite this acknowledgment, no compensation or refund has been provided for the unused return portion of the flight for my travel companion due to the cancellation and subsequent issues caused solely by Frontiers operational shortcomings. If your policy is indeed to refund the unused portion of a ticket, then you are currently not in compliance with your own stated policy in this case. I am requesting that this be addressed immediately and rectified without further delay.

Additionally, your extremely delayed responses throughout this process combined with the lack of transparency and refusal to uphold the stated refund policy reflect a deep lack of concern for impacted customers. I have already begun escalating this matter beyond the Better Business Bureau, and I will continue to pursue formal channels until this is resolved appropriately.

Moreover, I feel it is important to inform you that I will be sharing my experience publicly, as this situation and the way it has been handled deserves to be known by others considering Frontier for their travel plans. I do not take this step lightly, but it is warranted given the pattern of dismissiveness, delays, and inconsistencies in policy enforcement.

At this time, I am requesting a detailed follow-up regarding:

The status of the refund for the unused return ticket.
A breakdown of how your team evaluated that portion of the claim.
A timeline for when I can expect a final resolution.

Thank you in advance for your prompt attention to this matter. I expect this to be addressed directly, without further deflection.

Sincerely,

Daizia *******

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Frontier Airlines, Inc. is NOT a BBB Accredited Business.