Complaints

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

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  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  7912 Ne Airport Way Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  5300 Riverside Drive Cleveland, OH 44135

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

• 

  Frontier Airlines, Inc

  3200 E Sky Harbor Blvd Phoenix, AZ 85034

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:05/21/2025

  Type:Customer Service 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.

  To Whom It May Concern,My name is **** ******, Frontier Elite Member #***********.I am filing this complaint to express my deep dissatisfaction with how Frontier Airlines has handled a recent situation regarding the advertised Companion Pass promotion. As a loyal and frequent customer, I attempted to redeem the offer during a reservation made on May 20, 2025 (Confirmation #: QH9N4Q) for travel from ******* (MCO) to ************ (SJU).Despite the promotion being visible on Frontiers official website and email communications, I was informed during the booking call by an agent named ******** that it could not be honored because it was an experimental offer. I escalated the issue and engaged in a prolonged back-and-forth with multiple Frontier representatives, including ***** from the ****************************** only to be denied the benefit based on internal interpretations and ***************** no point was I offered a fair resolution or meaningful support as a valued customer. I was also told that no further escalation was possible, despite my insistence and valid concerns. As a frequent traveler, I have remained patient through delays and other service issues in the past, but this experience was unjust, disappointing, and dismissive of the customer loyalty Ive consistently demonstrated.I respectfully request that this case be reviewed and that appropriate action be taken to ensure that promotions are honored transparently and customers are treated with respect and fairness.Sincerely,~***** ****** Elite Member #*********** Email: ********************* Phone: ************ Reservation Confirmation: QH9N4Q

  Business Response

  Date: 05/21/2025

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that you need to get assistance with your booking since you completed it, and you are one of our Elite members, due to this, you requested to get the promotion for the companion in order to travel for free; you reached our representatives, and you were shared the information that it was an experimental offer. Moreover, since you escalated the situation, you reached our Customer Relations Representatives and you were mentioned that the request was denied due to internal interpretations and technicalities. You are disappointing since you have been a loyal passenger, and you have been in situations such as delays, but you were not offered further assistance in order to get the promotion under the booking XXXX, trip from XXXX to XXXX. We do appreciate your feedback and we are really sorry about the challenging time in which you had to go through. It is never our intention to give a hard time when flying Frontier. So I will double-check the completed information on the system to share with you the accurate information and available options, as we want passengers to have a great time when flying Frontier, and also it is important to share the right information.
  
  By checking the information on the system, under confirmation number XXXX, we have records of a round trip from XXXX, from XXXX to XXXX, so we are checking that you are definitely one of our Elite members, and based on records, you are currently a XXXX member since you have XXXX qualifying miles under your Frontier Miles account.
  
  So sharing with you the right information regarding the promotion for companions to travel for free, we have the information that this is a benefit for Elite XXXX and XXXX members. So by completing the booking, the member needs to log in to the account, then you can check the flight; after that, you complete the requested information, and you complete the booking, so we would like to share with you the link regarding the promotion. ***********************************************************************************
  
  Also, we would like to share with you the information about qualifying for the companion travel benefit. "To qualify for the companion travel benefit, you must achieve one of the following Elite Status levels: 
  XXXX Status: Earn XXXX Elite Status Points in XXXX year (or XXXX points through the promotional period ending XXXX). 
  XXXX Status: Earn XXXX Elite Status Points in XXXX year." *******************************************************************************;
  
  This is the link regarding how this promotion works. "When you book a flight as a XXXX or XXXX member, you can add a companion to your booking at the time of purchase. Your companion will only pay the government taxes and fees for their ticket, starting at $XXXX, while you pay the full fare." ********************************************************************************************;
  
  Moreover, sharing with you that per records on the system, we have the information that you reached our representatives and you were shared the information regarding the Elite members who qualify for this benefit, so on our end, we have provided the information about it.
  
  Thanks a lot for your patience on this matter, we are so sorry if confusing information was provided to you, and we also hope you find this information useful.
  
  Kindly,
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:05/20/2025

  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 purchased a flight for a friend to come out to ****** and ******** friend was tragically killed when she was hit by a drunk driver a couple days before the flight.I asked Frontier airlines for a refund because obviously she couldnt use the flight. They said I had to prove that she died and were unwilling to help. I can provide her obituary. I have never purchased a flight from Frontier before this and I never will again. They were incredibly insensitive. I would just like a refund. Thank you!

  Business Response

  Date: 05/21/2025

  Hello Abby,
  
  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 a refund for the confirmation number you purchased for your friend who passed away, so you asked for a refund, and you never got a resolution about it. We do appreciate your patience on this matter, and we want to share with you our most sincere condolences about this situation. We understand that you need to get the refund back since the passenger was unable to complete her trip. I will double-check the completed information to share with you the available options.
  
  By checking the information under confirmation number ****, we have records that you reached our *********** team, so you were asked to share with us the necessary information for us to double-check the information and issue the refund; however, we did not get the information about it. Moreover, we also have the information that on ****, you set a chargeback, and due to this, we were not able to complete changes on the booking.
  
  Due to this, we are kindly asking for the information for us to check the information and be able to continue assisting you with your refund request. So if the **** days already went by for the chargeback, we kindly ask for the bank letter stating the resolution, and also we need to get the information regarding your friend, so you can share with us the death certificate or letter from the funeral director on the letterhead of the Funeral Home.
  
  When we receive the necessary information, we will be double-checking your concern. We appreciate your cooperation and look forward to hearing back from you.
  
  Kindly,
  
  Customer Relations Specialist 
  **********************

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23357048
  
  I am rejecting this response because:

   

  Hello,
  
  
  I do not have a death certificate or a letter from a funeral director because that is sensitive information that I am not going ask her grieving 
  parents for that.
  
  
  You can call them at ************ and ask her parents, **** and ***** about her death.
  
  
  This has been a horrible experience from customer service for $300. 
  
  
  Please call them and ask for proof because I will not be that insensitive.
  
  
  I will go to the media and news stations about this because her death is a tragedy for the whole community and is under investigation 
  
  
  
  
  Thank you,
  
  Abby
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 05/29/2025

  Hello Abby,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thanks for reaching Frontier Customer Relations with your new reply regarding the refund request on confirmation number XXXX. We do appreciate the information you have shared with us, and we are here to provide the information in order to continue assisting you with it.
  
  Due to this, we understand that you do not have the information regarding your friend's situation, as it is sensitive information, and you are sharing with us that we can reach you via phone call. Respectfully sharing with you that on our end, we are able to assist you via emails; however, Elite Members, we are able to provide assistance via phone call, so you can reach our corresponding team at ************.
  
  Once again, respectfully sharing with you that we need to get the documentation about it, for us to be able to double-check the available options.
  
  Warm regards, 
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23357048
  
  I am rejecting this response because:

  They are unwilling to help me. Please escalate this

  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:05/20/2025

  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 flight F92060 on May 20th from ************** (***) to ************(PHL), projected takoff at 3:50pm. In the morning, I received a notice of delay, changing the projected takeoff to 5:07pm. Later another notice changes the projected takeoff to 4:45pm, 55minutes later than the original. Latest check in is supposed to be 45 minutes prior to departure, which in this case should be shifted to 4:00pm, but when I get to the luggage check-in at around 3:50pm, the agent at *** said the check-in was over for about an hour. So, my checked bag cannot be checked and I cannot got through *** since the luggage is larger than carry-on size. As a result, I have no choice but to miss my flight. I have to rebook a later flight that costs ***** dollar at ticket value, with an additional 34 dollar checked bag fee. Im disputing for the company to cover my additional expenses with the company (****** usd in total), while letting go with the additional **** rides expenses for my additional round trip from my Durham residence to *** (around 55 usd). Confirmation number is provided below.

  Business Response

  Date: 05/22/2025

  Dear Xinbo,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  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 XXXX from XXXX to XXXX on XXXX. 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 $XXXX are completely understandable under the circumstances.
  
  I have checked your reservation, XXXX. I confirmed that you were supposed to fly on XXXX from XXXX to XXXX. 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 only for XXXX hours and XXXX minutes. 
  
  According to our customer service plan, we are allowed to compensate for delays of more than XXXX 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 greater after the originally scheduled departure time. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
  
  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 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 following link: *******************************************************************************
  
  However, as a one-time exception, I removed the no-show status and removed the flight from the reservation and issued a full travel credit for the flight ticket you missed, totaling $XXXX.  This credit will be issued under the name of XXXX and will be valid for XXXX year, ending on XXXX. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. It can be used multiple times as long as it is used up before the expiration date. 
    
  To use the credit via the website, select "Credit with Frontier once you've reached the payment section and enter the same confirmation code of this reservation. 
   
  You will be able to find this information on the following link: *******************************************************************************;
  
  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:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involuntarily denied boarding a Frontier Airlines Flight from *************** (CVG) to ************** (DEN) on Sunday, approximately 5 pm local, ohio time in ***. Frontier over sold their flight, and so they had to kick people off people not enough people took their voluntary package to take another flight. I signed the legally binding document i was given after a few points i clarified and was made clear from the gate clerk, and then a supervisor came over. I do not know either of their names. I signed the "Notice to passengers if denied boarding" legally binding document. Compensation was promised, even after i requested to have this flight fully refunded because i was not allowed on. The legally binding document states: "the airline must give each passenger who qualifies for involuntary denied boarding compensation a payment by cash or check fr the amount specified above, on the day and at the place the involuntary denied boarding occurs." I was told by the supervisor that no money would be given today and that we would have to leave (because they did not offer any flights within the next 24 hours, i decided to book a separate flight home, because i could not miss work. My flight home i booked was monday morning. The only flight from *** to DEN and it was the first flight offered. It cost $628.48. Frontier refused to pay me like their legally binding document that i signed states and refused to offer me a hotel, transportation from the airport. I stranded me at the airport, with no way to leave the airport and no where to stay. This cost me a ton of money, of which i do not really have, and should not be expected to foot the bill because Frontier Airlines tries to maximize profit by over selling their flights. No cash given, no email response within 24 hours of the flight, all like the legal document i signed stated. I had to take time off work and them not covering the costs to get me home because they oversold cannot happen to other people.

  Business Response

  Date: 05/21/2025

  Dear *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I appreciate you writing to us and the opportunity to address your request for delayed monetary compensation since you were involuntarily denied boarding on your scheduled flight XXXX from XXXX to XXXX on XXXX, on reservation code XXXX. I am sorry you could not complete your trip. I appreciate you taking the time to share your detailed account of the events that transpired.
  
  I sincerely apologize for the inconvenience this experience has caused you. I understand that being stranded at the airport and incurring unexpected expenses is incredibly challenging, especially when it affects your work and financial situation. I've reviewed the reservation and the situation and am going to share with you the process that will be followed for your request.
  
  If a flight is oversold, our airline personnel will ask volunteers to willingly give up their seats in exchange for a payment of the airline's choosing. If insufficient passengers volunteer, passengers who cannot be accommodated on the flight will be denied boarding, and we will provide transportation on a Frontier flight to the same destination. We will compensate a passenger for involuntary denied boarding based on the new arrival time. More details on our contract of carriage in section 18.C. at ************************************************************************;
  
  I want to confirm that your email was received and is being processed for investigation and response. Please keep the incident number XXXX for future reference. We will reply through the same contact channel as soon as possible.  
  
  Please be assured that the situation is of the utmost importance to us. Updates will be provided within XXXX business days as we receive updated information on your case.
  
  Yours sincerely,
  
  Customer Relations Specialist
  **********************.
  

• Initial Complaint

  Date:05/19/2025

  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.

  OLP88R ***** On May 18th, 2025, I was scheduled to fly with Frontier Airlines from ******* (***) to **************************** (***). What began as a weather-related delay escalated into multiple avoidable delaysfive in totalprimarily due to maintenance and operational issues. I was stranded at the airport for over eight hours without:Rebooking options Transfer or refund offers Vouchers for food, communication, or lodging Adequate notice (updates were consistently last-minute)This resulted in me missing critical appointments and incurring significant financial costs to remain at the airport.When I attempted to contact Frontier to request a refund, I was hung up on, and subsequent attempts to reach customer service resulted in my account becoming inaccessible via both phone and website, preventing me from speaking to a live agent.This is more than negligenceit borders on intentional avoidance and violates the **** Consumer Rights Act and DOT 14 CFR Part 259, which requires that airlines provide support during controllable delays.This BBB filing represents my final attempt to resolve this amicably and internally. If no response is given or the refund denied, I will proceed to:File a formal complaint with the ********************************* Initiate a small claims case citing failure to deliver services ************ and consumer protection groups Resolution Requested: I am requesting a full refund for my flight between ATL and BDL on May 18, 2025, due to:Constructive denial of service Failure to offer alternative options Inaccessibility of customer support Financial harm caused by the delay I have full documentation of the incident and will escalate if this is not resolved promptly.

  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.
  
  I am sorry to hear that your flight from XXXX to XXXX, on XXXX, was due to weather and it caused you multiples inconvenience because you did not receive adequate assistance with flight or refund options, and you did not receive a meal voucher, and the updates were consistently last-minute. I understand your frustration because you missed important appointments, and you incurred significant financial costs to remain at the airport. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *****. We strive to get our passengers to their final destination as timely as possible, and I can only assure you these are not the standards we strive to maintain. Please accept my deepest apologies for all the inconvenience this situation may have caused you, *****. 
  
  We are disappointed to hear that your customer service experience was less than satisfactory. 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 ensure we are adequately staffed to prevent this from occurring in the future, *****. 
  
  We have the record that under the reservation XXXX you boarded the flights from XXXX from XXXX to XXXX with a connecting flight in XXXX on XXXX. Let me respectfully inform you that 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. *************************************************************************;
   
  I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund when the flights are already boarded. 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
  **********************

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23350906
  
  I am rejecting this response because:
  Frontier Airlines continues to:
  - Avoid direct engagement with the Better Business Bureau
  - Repeat template responses that deliberately omit critical facts
  - Retract prior admissions about controllable delays, specifically maintenance-related disruptions
  - Their most recent message to the BBB is nearly identical to their initial response, but with less detail and no acknowledgment of their previous statement where they clearly admitted:
  
                                                                                Your flight was affected by multiple issues, including weather and maintenance.
  
  That admission triggers regulatory obligations under *** 14 CFR *****, which requires airlines to:
  - Offer timely rebooking which they failed to do
  - Provide assistance with vouchers, food, or lodging which they failed to do
  - ***** refund eligibility if delays exceed 3 hours which they refused
  
                                                                                  "Frontiers citation of ***s general refund guidance is misapplied. My flight experience involved:
                                                                                                                     Five delays, not a singular bad experience"
  My flight experience involved:
  - Five separate delays
  - Over eight hours of disruption
  - No re-booking, no vouchers, no food/lodging, and no option to exit
                                                                                                                  
                                                                                                                   This amounts to a constructive denial of service
  Their offer of $200 in credit or ****** miles is:
  - Not a cash refund
  - Non-transferable, expiring, and locks me into Frontiers system
  - Inadequate to compensate for the actual disruption and financial losses
  
                                                                                              This offer of a $200 voucher or ****** miles is not an acceptable resolution, as:
                                                                                                                                 - Neither restores lost funds
                                                                                                                   - Both options expire or lock me into Frontiers system
                                                                                                           - No accountability has been taken for the controllable delay portion
  
  BBB I am having trouble getting Frontier to actually communicate through official channels, and is now trying to confuse the sitiation by retracting their admissions in front of you. This is after multiple attempts to remove your services from the conversation. I ask if there is any additional investigation, or actions i can take to make sure this is public. I am attempting to resolve this, without escalating to both small claims, and to the *** for consumer negligence. I ask that at least half of the travel cost be refunded, not through their system, as i dont feel safe traveling on there business. This is exacerbated by the fact that due to their actions, their lack of communication with their customers, poor customer service that this lead to two individuals being incited at the airport to react in a hostile way. Which lead to Official Airport police needing to intervene. This was a direct result of their poor management of the failures. This is compounded by the fact with how they have reacted to this official complaint.
  
  BBB - Please keep this case open and unresolved
  - Ensure the public record reflects Frontiers pattern of misdirection and procedural retraction
  - Advise if there are any additional public visibility or investigative mechanisms available through the BBB
  - I am still attempting to resolve this without escalating to the **** **************************** or small claims court, but I am prepared to do so if necessary. At minimum, I am requesting a partial refund (at least 50%) paid outside of Frontiers voucher/mile system.
  
  Sincerely,
  ***** M. *****
  Reservation Code: OLP88R
  Flight Date: May 18, 2025
  

• Initial Complaint

  Date:05/19/2025

  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 have a complaint of Frontier having poor customer service especially when you are not elite status vs elite status. I knew first hand. I opened a frontier mastercard Dec 2024 with the benefit that I will get 50k miles and instant gold elite status for the first 90 days. I received those before the 90 days. and, if I spent $3k in 90 days, that elite status will be extended to ********************************************************************* December 2024 as well. In February I was trying to book a trip for March and the Den was not put on my account so I had to speak with a ***resentative to book instead of booking online. I received my 50k bonus right away. By February I had spent the $3k requirement but my account states that the gold member expires 3/29/25. I chatted with *** and she states that it expires 12/31/25. At this time, I was able to connect with ***resentative so easily with special number just for elite member. *** also ***lies very quickly during chat. Well, when I tried to book a trip in April, my gold elite is gone. But my Den membership showed up showing March 2025, mind you I was already a den member since Dec. 2024. When I tried to call or chat, it doesnt allow me to use the elite membership number anymore. The regular number took around 2-3 hrs before I get a call back. Same w/ chat, the *** ***lies 5-10 mins for each ***ly so it took around 2 hrs just to get my info and at end, *** states that someone will get back to me. I have also called ******* about it and they have confirmed that I did meet the $3k requirement but this is handled by Frontier. I have contacted and sent forms online for 3-4x already since last month and now its going on 6 wks and no one has gotten in touch with me. This is the recent incident number sent 4/28/25 and gave to *** today to follow up ******************-******. last *** stated he will email this to back office who handles this sort of thing. I hope Frontier escalates this sooner.

  Business Response

  Date: 05/21/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I appreciate the opportunity to address your concerns regarding the expiration on XXXX, of your earned Instant Elite Status, and you indicated you spent the required $XXXX with our Frontier World MasterCard within the first XXXX months after enrolling, on your Miles account #XXXX. I understand how frustrating it must be to experience such delays and inconsistencies, especially after meeting the requirements for your Elite status.
  
  I sincerely apologize for any inconvenience this experience caused you. I have reviewed the Instant Elite Status requirements, and I will provide any possible option that may work for you.  
  
  You will earn Instant Elite Status (Elite) after your first purchase posts to your account, less credits, returns, and adjustments (Net Purchases) with a transaction date within the first XXXX days of new card account opening. ***** will be awarded XXXX business days after the first Net Purchase posts. In order to maintain Elite for XXXX months from the card account open date, you must also spend XXXX dollars ($XXXX) in net purchases with transaction dates in the first XXXX days of new card account opening.
  
  Thank you for the statements from the Card ending in XXXX you have sent to us to confirm that the final amount was $XXXX from XXXX to XXXX. Our Frontier Airlines MasterCard program is handled by ******** (**********************).
  
  We are happy to help you. However, for the privacy and security of our Miles members, please provide the following additional information:
  
  From your Miles account, you must provide:

  - Account first & last name 
  - Account phone number 
  - Account address 
  - Account email
  
  We appreciate your cooperation and look forward to hearing back from you.
  
  Yours sincerely,
  
  Customer Relations Specialist
  **********************.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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 05/25, I travelled to *** from *** . Over a month prior to my departure, I reached out to the airline in regards to traveling with my service animal. I actually sent my form (5) times JUST to avoid any issues only to end up completely inconvenienced. During my departure, I was stopped at the entry and questioned about traveling with my pet, i reassured the agent I had the email with the INTERNATIONAL travel approval directly from Frontier. As I attempted to pull the information, she confirmed that she had the information that was approved on her end & that I was cleared to fly. I landed in *** and was unprofessionally escorted off the plane in front of EVERYONE on the air craft by them saying ******** ******* we need you and your service animal to ******* the plane first. Not only did they disclose my personal information but also my personal medical information. I was so embarrassed as everyone cleared the aisle staring. Only to find out they were restricting my access into the country ! I spent over 3 hours in a wheelchair while Frontier staff neglected to assist in THEIR team error by even LETTING me board. This is all on camera. *******, supervisor in the *********** was the ONLY individual who was willing to help, as the remaining staff actually tried to keep me to sleep in the airport risking my safety. Overall the lack of support, communication by approving travel without providing ANY additional requirements, unprofessionalism of airport staff who literally laughed in my face, left only to pay for yet ANOTHER round trip back to my destination over this. I should have been notified or told that the form was NOT approved if I was not clear for entry to land. I was stuck having to purchase another full price ticket due to this. Why was I let on the plane? Why did they disclose my medical information in front of the whole plane to embarrass me ? Why did they give me such a hard time getting home knowing this was at the initial fault of their staff ?

  Business Response

  Date: 05/30/2025

  Hello ********,

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

  I want to thank you for choosing Frontier Airlines for your travel needs. I understand your concerns about your flight on XXXX, when traveling from XXXX to XXXX with your service animal. I want you to know that Frontier Airlines cares about our passengers' experience.

  We regret that you were not fully informed regarding the specific requirements related to your international travel, and we understand the stress and difficulty this may have caused.

  While it is ultimately the responsibility of passengers to be aware of and comply with entry requirements for international travel- we recognize that this experience did not meet your expectations or ours. For that, we are truly sorry. We understand how upsetting it must have been to be requested off the aircraft upon arrival. We want to clarify that the request for you to disembark was made by XXXX airport authorities. This is standard protocol for international arrivals when traveling with a service animal, as local authorities are required to verify that all entry requirements are met before allowing entry into the country.

  As a gesture of goodwill and to help make amends, we will be issuing you a check for $XXXX as a refund for your flight. To proceed with this, we kindly ask that you to confirm the best mailing address for delivery.
  Please reply to this email with your preferred address at your earliest convenience so we can finalize this for you.

  ********, thank you for your understanding, and again, we apologize for the inconvenience caused.
  
  Sincerely,
  
  Sr. Customer Advocate

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23348554
  
  I am rejecting this response because:

  This is not the full charge of my ticket as the airline required me to buy yet another separate ticket to return for almost an additional $300 that was not noted here in the business response. At this time, I would like for the full value of my trip be refunded due to my experience(s) please. Thank you so much. 

  
  Sincerely,
  
  Victoria W

• Initial Complaint

  Date:05/19/2025

  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.

  I PURCHASED "GOWILD" ALL YOU CAN FLY PASS FROM THE AIRLINE ON DECEMBER 18. THE PASS IS VALID FROM 4/30, I HAVE TRIED BOOKING THE FLIGHTS SINCE THE START OF VALIDITY PERIOD AND NO FLIGHTS ARE AVAILABLE AT ALL. I WOULD LIKE A REFUND FOR THE GOWILD PASS (299 DOLLARS). IT APPEARS TO BE A FRAUD. I FILED THE REQUEST FOR REFUND WITH THE AIRLINE AND DID NOT GET A RESPONSE. INCIDENT NUMBER ******************-******. THE GOWILD PASS NUMBER IS ***********.

  Business Response

  Date: 05/22/2025

  Dear Oleg  
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  
  
  We are sorry to hear that you weren't satisfied with the Go Wild pass and decided to cancel it. Despite the fact that the Go Wild Pass is non-refundable, we were able to confirm that a previous agent has already processed a refund for the Go Wild Pass. The Go Wild pass was removed from your account so that a refund can be processed. 
  
  On ****, we refunded the amount of $**** to the **** Card ending in ****. 
  
  Please allow **** business days for the airline to process the refund. After We completes the refund, the bank will take a few days to post the funds to your account. 
  
  We appreciate your patience and hope to service your travel needs in the future. 

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

  Customer Answer

  Date: 05/22/2025

  the matter is resolved, thank you!

• Initial Complaint

  Date:05/18/2025

  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.

  In March, I contacted Frontier Airlines by phone because I was unable to log into my Frontier account via the web. This login access was critical as I intended to purchase a flight using my Frontier credit card in order to accrue points for milesa key benefit and reason why I chose to fly Frontier over other airlines.During the call, a customer service representative guided me through completing a problem form, using a past confirmation code (as required by their process). On April 2, 2025, I received a response from a representative named ****, who provided instructions on how to proceed and stated that I could reach back out if I encountered further issues.I attempted to follow the provided instructions, but they were unsuccessful. I reached out again on: April 13, 16 and May 8th. As of May 18, I have received no response to any of my follow-ups. In total, I have sent multiple emails in the same thread, without acknowledgement or ************* make matters worse I have now spent over 4 hours and 36 minutes on hold via Frontiers customer service phone line today (5/18/25)/I have also waited over 55 minutes in their online chat queue without assistance.This ongoing lack of communication and support has caused significant inconvenience. I have missed out on promotional deals because of my inability to access my account. The experience has been frustrating and disappointingparticularly because I obtained the Frontier credit card specifically to take advantage of their points system.I have also formally requesting via email:A resolution to my account login issue.An explanation for the lack of customer service responsiveness.Compensation or consideration for the inconvenience and lost opportunities incurred due to this issue.Please let me know how this can be addressed. I am happy to provide documentation, including emails and call logs, if needed.

  Business Response

  Date: 05/22/2025

  Dear Leticia  
  
  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 access your Frontier miles account and that our agents were unable to help you with the situation. As a result, you missed out on some of the promotions and benefits that are available to our valued customers like you. We apologized for our lack of customer service in resolving the issue, and I will be pleased to assist you.   
  
  While reviewing your account, I was able to verify that the process of creating the account is incomplete, there is no user ID selected for your account, that is the main reason why you cannot access it.  
  
  I will provide some instructions s that you can select your email address as a user ID, if you are unable to create your user ID in the website or the app, kindly reply to this email so that I can escalate the incident to our Loyalty department.  
  
  Kindly try to log in using the app or the website, login using your Frontier Miles account number ****, do not log in with your email, but before you try, we highly suggest using ****** chrome and clearing your cache, you can also try to delete cookies and use an incognito window. 

  On our website you will find a section where if you have forgotten your password you can request a temporary one. You must go to the website *********************************************;and go to ''login'', at the bottom there is an option ''forgot password'' click there and you will be sent a temporary password to your email, you must manually type that temporary password and then do the process of placing your new password for your account, remember that if you tried more than **** times your account is blocked and it will take **** business days to unblock it. 

  If the account is not locked, you can request a password the steps are as follows: 
  
  1- You will have to log in to our website or Frontier Airlines Application using your Frontier Miles number. 
  2- You will have to enter that you forgot your password. 
  3-You will enter your email address. 
  4-Once you receive the temporary password you will have to write it letter by letter (Do not just copy it). 
   To make the change online, remember that in the 3 boxes that appear, old password and new password, you must delete the old password field and enter the temporary password there and enter the new password.  
  
  After you are logged into your account, you can select your email address as your user ID. 
  Once signed in, select My Profile on the top right part of the screen (hover over mileage balance.) 
  You will be brought to Your "my Account" page 
  Click the logging preferences 
  Select your email as the user ID 
  Click the UPDATE PREFERENCES button 
  You are all set. 
  
  Thank you for your understanding, we look forward to hearing from you.
  
  Sincerely,
  
  Customer Relations

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

  Business Response

  Date: 06/01/2025

  Dear Leticia 
  
  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 trouble shooting given in my previous email did not help you log in and reset your password, please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this issue might have caused.  
  
  Regretfully we will not be able to manually correct the error, therefore, my next step will be to escalate the issue to our ****************** so that it can be corrected, once your account is ready for you to access to it, you will receive an email informing you that your account was restore or requesting more information if needed.  
  
  We ask you to kindly wait while the ****************** reviews your account and reaches back to you in order to provide a resolution, the process will take 10 business days to complete.  
  
  We appreciate your patience while working to solve this error.  

  Sincerely,  
  
  Customer Relations Specialist.  
  Frontier Airlines.  

• Initial Complaint

  Date:05/18/2025

  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.

  We were denied access to a flight on May *******. We arrived at the time the frontier app suggested an hour early 8:46. They declined us from getting on the flight and said the boarding stopped at 846. The flight was scheduled at 946. We spoke to the frontier desk at *** and they would not help simply told me I would get an email. We're were in ******* ** for surgery and had an appointment Monday 19, 2025 in *******. Frontier didn't have an available time that would get us back on time to *******. I purchased tickets through ***** to get back to *******. Frontier will not refund to my bank account, they refunded as credit with frontier. After this experience I will never use frontier again. I just want my refund sent my account. Store credit for an issue frontier caused doesn't seem just. I spoke with their representative and they said we were late and we arrived at the time frontier told us to. They overbooked our flight and stopped in boarding an hour before the flight was scheduled to leave. They emailed me at 908 telling us the gate changed after telling us we could not board.

  Business Response

  Date: 05/21/2025

  Dear *******,
  
  Thank you for reaching out to Frontier Airlines Customer Relations regarding your experience at the airport when you missed your flight. I truly empathize with the challenges you faced during your journey, and I understand how frustrating this must have been for you.
  
  After reviewing your confirmation code #****, I see that you were unable to board this flight.
  
  Our records indicate that this flight was not overbooked since **** tickets were sold out of the **** tickets available. Additionally,  we were able to confirm that you were not allowed on board since you arrived to gate outside the valid time frame and due to this reason your tickets were marked as No-show. 
  
  Due to this reason, I must respectfully inform that your reservation does not qualify for a refund. Please know that failure to show for any flight or cancel a ticket prior to any ticketed flight departure will forfeit the remaining value of the ticket.  
   
  As a friendly reminder, Frontier requires passengers and their baggage to be checked in at least 60 minutes prior to departure and be close to the gate. Once a flight is closed, our agents are unable to reopen the flight to print boarding passes or check in baggage. It is recommended to arrive at the airport at least 3 hours in advance of your flight. 
    
  I kindly invite you to visit our contract of carriage in our web site: *************************************************************************;
   
  Our reservations team is ready to assist you in real-time. Simply navigate to ******************************************************** and click Lets Chat. Our friendly Agents are available 24/7 to help you with your request.  
   
  It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned. We look forward to servicing your travel needs.
  
  Best regards, 
  
  Customer Relations Specialist 
  **********************  

  Customer Answer

  Date: 05/21/2025

   
  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,
  
  ******* *****