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/FSS

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

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

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:05/23/2025

  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.

  Frontier out of **************************** should be in investigated. I recently attempted to fly out of there on Frontier Airlines to *******. I had two bags already paid for and was checked into my flight. I arrived at the airport 2 h prior to my flight. The self service portals for tagging bags was on but roped off and we were told not to use. There was a long line of passengers waiting to drop off their bags. The 1 agent initially upon arrival was not at the desk. Eventually, he came to the desk and helped about 1/3 of the passengers and then left again. It was told to us that he had to go assist with boarding the plane that we were suppose to be on. We again waited and he did not return until after our flight had left. The frontier agent told us there were 2 call outs and that is why there was limited Frontier help.I then had to change my flight to a different airport and was charged ~220 extra. I have contacted Frontier multiple times and have been offered only a credit voucher which I do not want - I want full reimbursement. Also, I want this airport looked into so this doesnt continue to happen to other people. Frontier needs to take accountability for what is going on at their airports and how they are disrupting and ruin peoples travel schedule, etc.

  Business Response

  Date: 05/30/2025

  Dear *******,
  
  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 experience with Frontier Airlines at ****. We are truly sorry to hear about the series of challenges you faced, and we want to acknowledge the frustration and inconvenience this situation has caused you.
  
  We understand how upsetting it must have been to arrive well in advance for your flight, only to find the self-service bag-tagging stations inaccessible and a long line of passengers waiting without adequate staffing support. The absence of a Frontier agent at the check-in desk, followed by the agents departure to assist with boarding duties, understandably added to the confusion and stress of the moment, especially as this ultimately led to you missing your flight.
  
  We also recognize your concern regarding the explanation provided about staffing shortages due to callouts and the lack of timely assistance that left you with no choice but to rebook from a different airport at a significant additional cost. 
  
  I have checked your reservation, ****. I confirmed that your original flight was supposed to depart on ****, at ****, from **** to ****; however, due to the inconvenience with the assistance at the ticket counter, you were unable to board it, and you got a new flight from **** to ****, and you paid an additional $**** to complete the changes. Our records show that you were contacting us to get the refund, and you received travel credits for the difference you paid.
  
  We hear your disappointment with the resolution offered so far and your desire for a full reimbursement rather than a credit voucher. Most importantly, we acknowledge your call for greater accountability and oversight to ensure that other travelers do not endure similar disruptions.
  
  The price difference is non-refundable because the prices are subject to changes. However, as a one-time exception, I've processed the refund of **** dollars to the **** Card ending in ****. The refund will take **** business days to be completed. It may take a few more days depending on your bank's processing time.
  
  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 
  ********************** 

• Initial Complaint

  Date:05/23/2025

  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 purchased a flight online for Fronteir Airlines, via *********************. When I showed up, I was first told I would have to pay $25 to be allowed to checkin at their service desk - they did not have machines for automated ************* they told me it would b $104 for my carry on bag, also a requirement only shared with me at their service desk airport. I have never paid for a carryon before and would not have expected this to even be legal, like a cab charging you for bringing in a backpack.Both of these charges are insane, and something ive never experienced on any other airline. They are effectively creating hidden surcharges at the airport when customers are trapped. Extremely predatory business model, i will never use them again, but further i think a consumer complain needs to be put in place. If I didnt pay the $104 to bring my bag on, I would have missed my flight and suffered much worse losses.

  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.
   
  We value our customers in every aspect I will be reviewing your concerns regarding the pricing Frontier Airlines offers in your incoming flight when traveling from XXXX to XXXX on XXXX. I apologize for your disappointment with the additional expenses you incurred. It is certainly not our intent to have our customers spend more than they have to in our airports. I will also go over the customer service experience you received and the attitude our airport representatives present towards you.
  
  I understand your recent experience with our airport agents 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.
   
  The $25.00 Agent assist prepaid fee is usually applied for additional services provided by Airport agents, per passenger request. Here at Frontier, we make optional services available to you to personalize your travel. Airport Agent Assistance is available for purchase for our passengers who prefer assistance at the airport for things like checking in and printing their boarding passes. In case you are wondering if you can request a refund I must respectfully inform you that your request is beyond service with Frontier as we are bound to the same policy/guidelines across all levels. Unfortunately, no exceptions will be made to issue a refund for the agent assist fee. However, there is a list of exceptions listed in the following link if you see your experience listed as an exception, as long as is listed ********************************************************************************************************;
  
  I can imagine your frustration when you we are advises about the additional bag fees and the check in process, I apologized for the lack of self service check in machines at the airport keep in mind you can also checked in using your phone 24 hours prior the travel. Mobile Check-In: Save time and money with the Frontier mobile app. Download our free mobile app for iOS and Android to book and manage travel, check-in, and get your boarding pass quickly and easily.  If you have your mobile boarding pass and are not checking a bag you can skip the airport line and head straight to the gate! *********************************************************************************;
  
  We value your commitment to Frontier. I understand your concerns about the additional bag fees but please keep in mind that our business model is shifting, and airport staff must ensure that every passenger complies with the proper baggage policies and that the bag they are carrying as a personal item does not exceed the limits for a carry-on, bag handles, straps, and wheels are part of the bag therefore they don't have to exceed the bag measures. Frontier allows one personal item if this personal item exceeds he size is charge as a carry on bag ****************************************************************************************;
   
  Personal Items: Personal items can be no larger than 14 tall, 18 wide, and 8 long. Personal items must  fit completely within the personal item portion of the bag sizer. Think purses, totes, computer bags, briefcases, and kids backpacks! ***************************************************************;
  
  Carry-On Baggage: Carry-On Bags can be no larger than 24 tall, 10 wide, and 16 long (including handles, wheels, and straps) and no heavier than 35 pounds. Carry-on Bags may be placed in the overhead compartment or under the seat. Think large backpacks, small duffel bags and small suitcases/wheeled bags!
  
  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 XXXX due to all the hassle between the check in process and the carry on bag fees. 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/this voucher Details and instructions about the voucher are below. *************************************************************************************************************;
  
  Once we receive a response from you, we will move forward!
  
  Regards,
  
  *****,
  Customer Relations Specialist
  ********************** 
  ************************************************
  

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23369459
  
  I am rejecting this response because:
  
  please do not blame the customer service agent just trying to do their best to apply frontier policies, i am sorry but i think the entire point has been missed here.

  The $104 junk fee for a carryon luggage is what i am upset with, and I dont think fronteir should be able to have its flights listed on any travel price comparisons. I am very anxious knowing im going to be forced to pay that fee again today on my flight home.

  This is not a customer service issue, this is an illegal junk fees issue, and i will not consider this case resolved as your policies are unchanged.

  i ontend

  the
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/22/2025

  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.

  Following the death of our father, we submitted his death certificate to Frontier Airlines and received confirmation of a flight credit in the amount of $251.94 USD, which expires on July 8, 2025. The credit is associated with booking reference ZGCMXG and may only be used by the listed passengers: ******* ****** *******, ***** ***** *******, and **** ****** (under the email address *******************************).In a similar situation, Delta Airlines promptly issued a fare adjustment without issue. Unfortunately, our experience with Frontier has been significantly more difficult.We are now trying to use the credit to travel from *******, ******** to ********, ***** in order to collect our fathers belongings. After checking your website and speaking with customer service agents, we discovered that there are no practical flight options available. Most itineraries between these two cities take over 24 hours. This appears to be a common issue across many Frontier routes, making it nearly impossible to redeem the credit for reasonable ********* make matters worse, our attempts to communicate with agents have been extremely frustratingwaiting more than 10 minutes between each response makes effective conversation nearly impossible.Given these circumstances, I am requesting to use the flight credit toward a car rental through Frontiers website instead. I will be traveling with two young children, and a 24-hour travel itinerary is simply not feasible.We hope you will consider making an exception and providing some flexibility, as the current limitations make it extraordinarily difficult to use the credit for its intended purpose.Thank you for your understanding and consideration and accomdation in this matter in advanced

  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.
  
  We have review your case in regards to your reservation where you received a travel credit when you were set to travel from XXXXX -XXXXX to XXXXX on XXXXX, I understand that you have concerns about not being able to redeem the credit, please allow me to take over your case.
  
  I understand sometimes might be difficult to book a flight and it can be 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. Feedback like yours enables us to change our product and better serve our passengers. At this time, the route between ******* to ******** is only available for the dates shown in the system if is not showing for the dates you are looking for is because isn't robust enough to support point-to-point service within our existing network. We hope the opportunity to add more dates to this route direct service as long is profitable. To learn more about the routes we operate visit the following link ***********************************************************************************;

  I was reviewing your confirmation code XXXX and I realize the credit is not longer available this credit has been refunded. Looking at your reservation under XXXXX I can confirm your refund request has been approved. On XXXXX we issued a refund for the amount of XXXX to your card ending XXXX exp date XXXX. 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.
  
  Since the credit was refunded is not longer available, the initial credit was refunded to your card so the credit is not longer available.
  
  I want to apologize again on my behalf for any inconvenience this experience may have caused you. Give us the opportunity to astound you on your subsequent flight so that we can put things right, don't let this experience define our amazing airline!
  
  We look forward to having you fly with us in better conditions and welcoming you back on board soon.
  
  Sincerely,

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

• Initial Complaint

  Date:05/21/2025

  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.

  a one stop flight was booked from *** to ***, our flight to ********* was delayed and made us miss our connecting flight, Frontier airlines had no other flights that day either to ******* or back to our starting point LAX, we were then stranded in ********* and had to book a return flight with a different airline.

  Business Response

  Date: 05/22/2025

  Hello ******,
  
  Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that you are contacting us regarding the difficulties you experienced with your recent trip from XXXX to XXXX with connection through XXXX. I sincerely apologize for the delay that caused you to miss your connecting flight and for the frustration of being stranded in XXXX without alternate Frontier flights available that day.
  
  I understand how inconvenient and stressful it must have been to have to arrange a return flight with a different airline unexpectedly. This situation is not reflective of the seamless travel experience we strive to provide, and I am truly sorry for the disruption to your plans.
  
  We have carefully validated that your flight connection XXXX on XXXX from XXXX to XXXX was delayed XXXX minutes and this caused you a misconnection on your flight XXXX from XXXX to XXXX. Please accept our apology for the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  Due to ****************** policies, when a flight has a cancellation, diversion, or delay of more than XXXX hours and misconnection, passengers have the option to get a refund or travel credit for their flight or change to the next available flight.
  
  We confirmed that you already selected a full cancellation. Fortunately, your refund request has been approved. We have refunded the amount of $XXXX, which is the total cost for the unused connecting flight and will be refunded back to the original form of payment (XXXX) ending in XXXX. A confirmation email has been sent to you to XXXX.
  
  Please allow XXXX business days for the airline to process the refund to the original form of payment. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
   
  I understand you found another way to get to your destination. The regulation for providing refunds for fares has not changed and Frontier continues to comply with the **** rules regarding refunds. The regulation states that if an airline cancels a scheduled passenger flight, the airline is responsible for providing a timely refund at the customers request and incidental expenditures like the ones you described are not assumed by Frontier.
  
  I understand it can be frustrating to purchase a ticket to another airline for a higher fare. Respectfully, a reimbursement for the flight purchased with another airline cannot be provided.
  
  According to Section 15 of our Contract of Carriage, which all passengers agree to at the time of purchase, we do not offer reimbursement for additional expenses. See below:
  
  "A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation"
  
  Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************
  
  However, according to my records you received a voucher for $XXXX per passenger only as one time exception, this voucher is valid for XXXX days for the full fare of the flights, taxes, fees and additional services. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.
  
  Voucher number:XXXX
  Expiration date:XXXX
  Voucher under:XXXX
  
  Voucher number:XXXX
  Expiration date:XXXX
  Voucher under:XXXX

  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 it was issued.
  The name on the new reservation must match the old reservation exactly.
   
  We appreciate your patience and hope to service your travel needs under better circumstances in the future.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23362763
  
  I am rejecting this response because:
  The original contract was for a flight to ******* from ***, when I boarded the plane that was delayed they did not inform us that we would miss the connecting flight. We were lied to and when we missed our flight there were no more direct flights to ******* or ***********. They need to refund me the full price, I wasted a day of work for travel, train tickets to the bus terminal, bus tickets to the airport. Only to have Frontier not be upfront with about missing our connection. They should do more then just refund me my full ticket. But that is at least a start
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/21/2025

  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.

  They will not issue a refund for my fight they cancelled. I had a fight from AUS to DEN and it was canceled less than 30 mins before boarding was supposed to start. I rebooked with a different airline to get to my destination on time since Frontier didnt have any flights available for my trip. Now they are saying because I took the flight back home I cant get a refund for the 1st flight.

  Business Response

  Date: 05/22/2025

  Hello ********,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thank you for reaching out to Frontier Airlines about this flight cancellation experience. I'm a customer relations agent I will be reviewing your case today. In advance, I want to thank you for being part of the Frontier travel family I understand your concerns about your flight on XXXX when set to travel from XXXX to XXXX. Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand the refund is needed for the departure flight, please allow me to take over your case.
   
  I understand your recent experience of not providing a refund right after the flight cancellation 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 XXXX I can confirm your refund request has been approved. On XXXX we issued a refund for the amount of $XXXX to your XXXX card ending XXXX exp date XXXX. Please allow **** 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.
  
  Thank you again for your comments. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.
  
  I want to apologize again on my behalf for any inconvenience this experience may have caused you. Give us the opportunity to astound you on your subsequent flight so that we can put things right, don't let this experience define our amazing airline!
  
  We look forward to having you fly with us in better conditions and welcoming you back on board soon.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we paid extra for exit row seating. our departing flight we had exit row seating. we picked the same seats for our return flight. when we boarded the return flight it was a different plane. we were told by flight attendants the plane was switched and we would have to contact frontier. they were very rude about it and unhelpful. attached is the seats we purchased as well as an identical flight.

  Business Response

  Date: 05/22/2025

  Dear Timothy  
  
  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 you were unable to utilize your previously purchased seats in your return flight. We recognize that your comfort during travel is a top priority, which is why you bought your seat in the first place, and that it must be frustrating to be unable to use it. We apologize for any inconvenience caused by the seating arrangement; it is not our goal to make our customers feel uncomfortable.  
  
  Your former seat was supposed to be in the exit row, but the seating was changed on certain aircraft as a result of a change in seating arrangements.   
  We do not have records about the situation, however, due to the seat movement, affected passengers are eligible for a refund for the difference in cost between the purchased seat and the new one. 
  
  We have refunded the amount of $XXXX to the Card ending in XXXX. 
  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 your account. 
  
  Thank you for reaching out to Frontier Airlines regarding your seat selection, we appreciate your patience and understanding and hope to continue meeting your travel needs under better circumstances in the future. 
  
  Sincerely, 
  
  Customer Relations Specialist. 
  **********************. 

  Customer Answer

  Date: 05/22/2025

   
  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,
  
  ******* Wild

• Initial Complaint

  Date:05/21/2025

  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.

  Im requesting your assistance regarding a customer service issue I recently experienced with Frontier Airline. Our flight from ************** to ******* was delayed for over 6 hours with no communication, only to say we were waiting for a part that was broken. After about 2 hours of delays, we boarded the plane while we waited for a part that was still 3 hours away, coming from the **************. We were told there is no timetable for rescheduling and no guarantee it gets rescheduled. Making sure we got there that day, we booked a later, way more expensive flight since we were under the impression the first flight wasnt taking off. At this time, we were told of no refunds and that it was an airline issue. So we walked up to the podium to ask what to do since our original flight was not rescheduled, and the new one we booked was coming up. Once we got this info, we went on the app to cancel the 2nd flight, but the button was greyed out, saying (Flight is too close to departure to cancel) even though it was still a few hours until that flight. Before we boarded our original flight, we went to the podium to handle the extra flight where the worker gave a refund card with a phone number and request for refund since she could not complete it at the podium. When we finally called to request the refund on April 25th, we spent 2 and a half hours with customer service, where the nice lady on the phone promised an email confirming the refund from the flight we did not go on within 7-10 days. We communicated with our Credit card company, and they let us know to call back if they do not respond in 10 days. We waited 10 days, never got the email, and then recontacted our credit card company, and Frontier recharged us for the flight, and they let us know they can't do anything further since they responded with their details. We also tried contacting Frontier again since the credit card company said we need to get in contact with them or write a letter to the BBB and Frontier.

  Business Response

  Date: 05/22/2025

  Dear Isabella  
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  
  
  Travel may be stressful, and last-minute delays are never welcome. We recognize how crucial it is for our customers to arrive at their destination on time, and we feel the displeasure of not being able to do so, we are sorry to know that your flight delay required you to pay more for a different ticket and that our employees were unable to provide you with adequate support or alternative re-accommodation. Please accept my most sincere apology on behalf of Frontier airlines for all the disruptions this issue might have caused you.
  
  The decision to delay or cancel a flight is not an easy one, we have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations, they decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers. 
  
  We received your refund request and reviewed your reservation. However, it appears you have submitted a chargeback request with your bank which cancels your refund request with us. The bank chargeback process can take up to XXXX days after we receive the request from your bank. 
  
  At this time, all questions related to the Frontier Airlines purchase should be directed to your bank. Your bank will notify us of the decision to issue the chargeback. If your request to your bank for a chargeback is declined, and your purchase was eligible for a refund, we will proceed with the refund back to the original form of payment after XXXX days has elapsed, but if your reservation did not qualify for a refund prior to the chargeback, there will be no refund. 
  
  Thank you for contacting Frontier Airlines regarding your flight. We sincerely hope that this information was useful. 
  
  Regards,

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

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360600
  
  I am rejecting this response because:
  

  I called Discover once I got your response. The dispute was settled on May 20th with my bank you sent documentation stating I was a no-show for the flight when a customer service ***resentative on your end did assured me on April 25th at 2:31 pm Id be receiving a refund within 7 to 10 days. That time period passed and I assumed I was not receiving that refund because I was also told I would receive an email confirmation which I also never received from your customer service *** so that is why I filed the charge disputing it with ********. They said The dispute was already cancelled back on may 20th if they need to contact Discover they can use the merchant contact customer service number. It appears the refund is now up to Frontier Airlines and I hope will be honored considering I was assured I would be receiving one for the flight that was not taken. 
  Sincerely,
  
  ******** Salurso

  Business Response

  Date: 06/01/2025

  Dear Isabella  
  
  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 the provided information did not meet your expectations. We are required to follow policies in good faith for all of our customers, so we feel compelled to extend our apology despite it being ineffective because we are unable to fulfill your request. 
  
   A chargeback is a legal action that you filed with your bank, as a consequence the incident was escalated and resolved between your bank and our accounting team. 
  If the chargeback resolution is in our favor, the accounting team analyzes your reservation after XXXXX, at which point the matter is resolved. The accounting team, not us, will handle the refund processing if your flight qualified for one prior to the chargeback; if your reservation did not qualify for a refund prior to the chargeback, there will be no refund. 
   
  We respectfully request from you to wait until your bank and our accounting team have resolved the matter, we are unable to provide any update, all questions related to the Frontier Airlines purchase should be directed to your bank.   
  
  Thank you for contacting Frontier Airlines. We sincerely hope that this information was useful. 
  
  Regards, 
  Frontier Airlines Representative

• Initial Complaint

  Date:05/21/2025

  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.

  COMPLAINT REGARDING DECEPTIVE MARKETING AND UNFAIR BUSINESS PRACTICES BY FRONTIER AIRLINES GOWILD! PASS I am filing this formal complaint against Frontier Airlines, Inc. for what I believe to be deceptive, misleading, and unfair business practices surrounding their GoWild! Unlimited Flight Pass.The GoWild! Pass is marketed as offering unlimited flights for a set period. In practice, however, the availability of flights under this program is extremely restricted, with entire routes, destinations, and common travel dates routinely blacked out or unavailable through the GoWild! option. This contradicts the unlimited access that is implied in marketing materials. Available flights are often paired with exorbitantly long travel times, including overnight layovers, convoluted routing, and 20+ hour itineraries, making them functionally unusable.There is no upfront disclosure about the severe limitations and blackouts involvedonly vague language tucked into fine print, which is neither highlighted nor fairly presented at the point of sale. The product is a bait-and-switch mechanism to lure consumers under false pretenses, profiting from those who assume it grants practical and flexible travel access. This conduct may violate:The FTC Act (15 U.S.C. 4158), which prohibits unfair or deceptive acts or practices in or affecting commerce;DOT consumer protection rules, specifically concerning fare advertising and unfair marketing practices in air travel;State-level consumer protection statutes prohibit false advertising and unfair commercial conduct. I am requesting the following actions from the relevant regulatory bodies:1. A formal investigation into the marketing and delivery of Frontier Airlines' GoWild! Pass.2. Mandatory enforcement of transparency in flight availability, routing options, blackout dates, and the practical usability of the pass.3. Refund in the amount of $599.00 to the original payment method used ending in 8937.

  Business Response

  Date: 05/22/2025

  Hello Briana,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thanks for reaching Frontier Customer Relations, we understand that you need to get assistance with your membership, Gowild Pass. You are sharing with us that the pass has some limited seats and the available options are not fine since they include layovers over XXXX hours, and also you consider the pass as limited even if it is set as unlimited flights. Due to this, you are sharing with us that you need to get the accurate information regarding how the pass works, and you need to get mandatory transparency for the available flights as well as the refund for the pass for $XXXX. We do appreciate your feedback, and we are really sorry about the challenging time in which you had to go through since it is never our intention to give passengers conflicting information regarding the memberships. Due to this, I will be sharing with you the information regarding your request as we strive to avoid giving passengers and members a difficult time.
  
  Respectfully sharing with you that we have the annual pass, summer/winter pass, and the monthly pass, so passengers can enroll in the one that best fits, and you got the annual pass. Due to this, it is stated on our main web page that there are unlimited flights, and you can book a domestic flight 24 hours prior to its departure, and for international flights, you can book 10 hours prior to the flight departs. Also, it is important to comment to you that there may be early booking for some flights, but an early booking fee may also apply.
  
  Therefore, we also would like to share with you that flights are subject to blackout periods, and we would like to share the information about them for this year 2025: January 1, 4-5, 16-17, 20; February 13-14, 17; March 14-16, 21-23, 28-30; April 4-6, 11-13, 18-21; May 22-23, 26; June 22, 26-29; July 3-7; August 28-29; September 1. October 9-10, 12-13; November 25, 26, 29-30; December 1, 20-23, 26-31.
  
  Moreover, sharing with you that flights and seats are subject to availability; last seat availability is not guaranteed. You can also check the completed information at https://www.flyfrontier.com/deals/gowild-pass/, our main and official webpage.
  
  Besides that, remember that when a passenger enroll for the membership, you have access to the terms and conditions where it is stated the information we have shared with you, and you can also check them at https://www.flyfrontier.com/frontiermiles/terms-and-conditions/#GoWild!_Pass
  
  So you requested to get a refund on your booking since you are sharing with us that the available flights include long layovers, and we acknowledge that you would like to get direct flights. Due to this, we were double-check the information regarding your pass, and we have records that you have already booked a flight under this fare, and due to this, we are not able to complete the refund since you have booked in advance since we have the information that you have a direct flight to be completed on XXXX from XXXX to XXXX.
  
  The GoWild! Pass may be canceled at any time by selecting the cancel option within the?FRONTIER Miles?account profile on the Site. Go to flyfrontier.com, click on the “account sign in” link, and log in to the account. Then click on the name on the upper right hand of the page and click on “My Profile.” GoWild! Pass™ status and ability to cancel are on this page.
  
  Thanks a lot for your patience on this matter, we hope you can find this information useful, we have also taken your feedback seriously since we strive to avoid giving passengers a hard time.
  
  Kindly,
  
  Customer Relations Specialist 
  Frontier Airlines 

  Customer Answer

  Date: 05/22/2025

   
  
  Complaint: 23360507
  
  
  
  I am rejecting this response because:

  I have reviewed your response to my Better Business Bureau complaint, and let me be unequivocal: your reply is unacceptable and fails to address the root of the issue.

  You claim the GoWild! Pass provides “unlimited flights,” yet in practice, this is nothing more than marketing fiction. Even outside of your blackout dates, I am routinely met with zero availability when attempting to book through the GoWild! fare—only to find those same flights readily bookable under standard pricing. That’s not about availability. That’s about intentional manipulation of your inventory to deny pass holders access while pushing full-price fares. This is not a misunderstanding of policy—this is false advertising and consumer deception.

  What you are running is not a “membership benefit”—it’s a bait-and-switch. Your pass appears designed to extract upfront money while quietly restricting access in ways most consumers won’t realize until it’s too late. This is not a glitch in your system. This is your system.

  I am fully aware of your terms and conditions. But legal fine print does not override the ethical and legal obligation to deliver a product that reflects how it was marketed. The public-facing language around the GoWild! Pass promotes unlimited, flexible travel. The reality? Nearly non-existent availability, outrageous travel times, and booking restrictions that render it nearly useless.

  You reference my direct flight on May 30 as justification for denying my refund. Let me be crystal clear: if canceling that flight or paying the full standard fare means I can receive a refund for this unusable pass, I will gladly do it. That one flight does not make up for months of inaccessible travel options. I will not allow a single exception to be used as cover for a broader, deceptive business model.

  I am again demanding the following:
  1. A full refund of $599 for the GoWild! Pass due to misrepresentation and lack of usability.
  2. Written confirmation that I may cancel or convert the May 30 booking to a full-price fare without impacting my refund.
  3. Immediate escalation of this issue to someone with the authority to take real action—not just repeat policy.
  
  
  
  Sincerely,
  
  
  
  Briana Patrick

  Business Response

  Date: 06/03/2025

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

  We do appreciate your feedback, and we are taking it seriously as we strive to avoid giving passengers a hard time when flying Frontier, and under their memberships, we do provide accurate information regarding the memberships as stated in the terms and conditions. Moreover, we are really sorry that the pass did not meet your expectations; therefore, we are sharing with you the information based on terms and conditions and our policy.
  
  Respectfully sharing with you that we are able to cancel and refund membership when the purchase has been completed within the first 30 days, but in this case, your pass is over 1 month from its purchase. Moreover, sharing with you that you completed the flight under the Gowild pass fare, and this prevents us from completing the refund on your pass.
  
  As we have shared with you the information, we are not able to honor the refund on your membership, but you can cancel it in order to avoid its renewal.
  
  Once again, we do appreciate your patience and feedback throughout this matter.
  
  Respectfully, 
  
  Gabriela
  Customer Relations Specialist
  Frontier Airlines

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 23360507
  
  
  
  I am rejecting this response because:

  The GoWild pass was purchased on May 18, 2025. I have not had the pass for 30 days at all. Since it has been well within that 30 day timeframe you can cancel the membership and refund my payment. I requested a cancellation of the flight on the 22nd of March, it took your company 10 days to decide not to cancel the flight. I requested a cancellation 8 days before the flight. It doesn’t surprise me that I didn’t get a response from you UNTIL THE 1st of June. Please escalate this matter to a supervisor. I no longer want to be contacted by CRS Gabriela because she is providing false information and purposely delaying the company’s response to delay a resolution to this matter! 

  
  
  
  Sincerely,
  
  
  
  Briana Patrick

• Initial Complaint

  Date:05/21/2025

  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 signed up for a Frontier branded credit card with the following promises: 1) Elite Gold status awarded after first purchase for 3 months.2) Elite Gold Status awarded for first 12mo of account, if $3000 was spent on the card.First issue: Elite gold was never applied as it should after making the first purchase. All correct information was provided by me. Accounts on both the Credit Card Webstie and ************************* showed matching info. It took almost 8h of my own personal time fighting to get this issue resolved. But, it was sorted eventually, almost 1.5 months after it should have been.Second issue: after 3 months I lost the Elite Gold Status dispite meeting the requirements for the 12mo of status. I reached out to customer service AGAIN, they were unable to help and told me to fill out another form. Another hour messing with this. This was on May 9th, stated we should see response in 48h. This did not happen. I then reached back out and again: "someone will sort this out within 7 biz days". That date was missed, I was told again: wait 24h. Again nothing. I then reached back out on the 21st and was told that it was infact escalated and I should see something in 24h.....I am getting the run around. This is unacceptable: they would not hold planes for me if I was late. I requested someone in the escalation team to reach out to me directly: it was denied and after repeated attempts the company ended the chat without, again, resolving the issue.

  Business Response

  Date: 05/22/2025

  Hello ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We truly understand your frustration as you have experienced multiple issues with your account, Elite status, and promotion after spending $**** since Elite **** status awarded after first purchase for **** months, and Elite **** Status awarded for first **** moths of account if $**** was spent on the card, but your Elite **** status was never properly applied, and to solve the problem you waited **** months, and then you lost the Elite **** Status despite meeting the requirements for the **** months of status and you have not received adequate 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 a record that under your account #**** you are a **** member. To conduct a detailed investigation of your account, we have escalated your case to our loyalty department for further assistance. We ask you allow **** business days for a response from our loyalty department. Once we receive more details, we will contact you as soon as possible. 
  
  I am sorry once again for the inconvenience you had with your account. It is not our desire to cause our customers any inconvenience.
   
  We appreciate your time, and we look forward for your understanding.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/21/2025

  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 Frontier Flight F92060 from **************(***) to ************(PHL), with a scheduled departure of 3:50pm EST on May 20. At 11:35am EST on May 20, Frontier informed me that the flight was delayed to a departure time of 5:07pm EST. Later at 1:49pm, Frontier further informed me that the departure time was changed to 4:45pm EST. This is the last time Frontier informed me of changes regarding this flight. The luggage check-in for the flight is supposed to end 45min prior to the departure, but when I get to the check-in point at 3:50pm, 55min prior to departure, the agents claimed that the check-in ended nearly an hour ago. Eventually, the boarding ends at around 4:30pm and the plane wheeled out at about 4:49pm, which should allow my luggage to be checked if the agent were willing to help. Not being able to check my luggage, I was not able to aboard the flight and forced to rebook a further flight, costing ****** dollar in total (fare+checked bag fee). I'm disputing for Frontier to cover my air travel additional expenses due to the airline's scheduling and assisting issue.

  Business Response

  Date: 05/25/2025

  Hello, Xinbo.

  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thank you for reaching out and providing a detailed account of your recent travel experience. I want to extend our sincerest apologies for the inconvenience and frustration you encountered while attempting to board flight XXXXX from XXXXX to XXXXX on XXXXX. We understand how confusing and stressful it must have been to receive multiple delay notifications, only to arrive at the airport and be informed that check-in had already closed despite the updated departure time suggesting otherwise. We also recognize the added difficulty of being unable to proceed through *** due to your checked bag, ultimately resulting in a missed flight. We are truly sorry for the disruption this caused to your travel plans and for the additional expenses you incurred as a result. Your efforts to rebook a later flight and cover the cost of a new ticket and checked bag totaling XXXXX are completely understandable under the circumstances.
  
  I have checked your reservation, XXXXX . I confirmed that you were supposed to fly on XXXXX from XXXXX to XXXXX . Our records show that your flight was marked as a no-show. We do understand that you were unable to board it due to multiple delays you got. The flight was delayed for XXXXX.
  
  According to our customer service plan, we are allowed to compensate for delays of more than 3 hours. 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.
  
  Here you have our customer service plan link: ********************************************************************.
  
  The **************************** states that we are not liable to cover additional expenses for cancellations or delays. Incidental ExpensesA 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 following link: *******************************************************************************
  
  However, as a one-time exception, we removed the no-show status, removed the flight from the reservation, and issued a full travel credit for the flight ticket you missed, totaling XXXXX. This credit will be issued under the name of XXXXX and will be valid for XXXXX, ending on XXXXXX. Travel must be rebooked 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 for this reservation.
  
  You will be able to find this information on the following link: *************************************************************************.
  
  Also, we are not able to cover the differences for the other ticket that you purchased. Please remember the check-in is available until one hour before the original departure time, as indicated by our website: ****************************************************************************.
  
  Make sure you arrive 2-3 hours before the flight:
  
  ARRIVE AT THE AIRPORT
  60 minutes before the flight
  
  BE CHECKED IN WITH BOARDING PASS
  60 minutes before the flight
  
  COUNTERCLOSE
  45 minutes before the flight
  
  BE AT YOUR GATE
  20 minutes before the flight
  
  DOORS CLOSE
  If you have any questions, you can reply to this email or chat with our customer service team by chat and social media that are available 24/7, and they can help you in real time. Here is the link for our chat department: *****************************************************
  
  Thank you for sharing your concerns. We hope to have the opportunity to provide a better traveling experience in the future.
  
  Regards,
  
  Customer Relations Specialist.
  **********************