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.

close

Find a Location

Frontier Airlines, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/18/2025

  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.

  On 4/27/2025, I took a flight confirmation # ICR2WC.I checked in 2 bags, 1 bag had my Playstation 5. Once I landed and got my bags, the PS5 had been removed in between the time it was checked in with Frontier Airliines. Once I got to the hotel to unpack my bags is when I noticed the game console was missing. I have contacted Frontier, but I'm not receiving any help.

  Business Response

  Date: 05/18/2025

  Hi *****,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  We appreciate receiving your email and are happy to address your concern about the missing Gaming console PlayStation 5 while traveling from XXXX to XXXX on XXXX. I understand this 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.
  
  Your description of the missing Gaming Console PlayStation 5 is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our Airport baggage department group.
  
  I apologize for the inconvenience of the missing Gaming console. I understand your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers upset about not receiving all their items in their luggage. To create a a missing item claim this needs to be address under 24 hours of arriving at your destination. If you were unable to or could not report the delay to a Frontier representative at the airport, we won't be able to open a claim to investigate further.
  
  I'm really sorry for the long delay in taking this care of, I understand how important is your item for you, I have important information below in regards to your missing item. I have quoted a fragment of our contract of carriage page 18 under B. 1)
  
  With respect to domestic flights and those international flights to which the Montreal Convention does not apply, any claim based on damage, delay, or loss of baggage must be reported to Frontier within 4 hours of the arrival of the flight on which the loss or damage is claimed to have occurred. Claims for pilferage may be made up to 24 hours after flight arrival. Any documentation required to support the claim must be submitted within 30 days from the date the requesting passenger receives the claim form packet from Frontier; Frontier will not be liable if the completed claims are not submitted, with documentation, within that time period.  ***********************************************************************************;
  
  Looks like you received one full fare vouchers in the amount of XXXX per-passenger valid for XXXX, as a one time exception, I can offer you to void this voucher and re-issue a full fare voucher, which will cover flights, fees, taxes bags and seats, in the amount of XXXX valid for XXXX starting from today, if you accept this offer please reply with a YES ********************************************************************************************************
  
  Once we receive a response from you, we will move forward!
  
  Regards,
  
  Customer Relations Specialist
  **********************
  ************************************************
   
  
   

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I (two young children and my partner) had a flight booked for 4/21/25 from ****** to *******, with a layover in *******. The flight was supposed to depart at 5:30am, but was continuously delayed until staff informed us that we would be missing our connection and would need to reschedule. We did not fly out of ****** until about 9:28am, more than 3 hours after our scheduled flight, and had a 9.5 hour layover in *********, before finally arriving in ******* at 11:30pm. Not only were our flights rescheduled due to the airline, but my entire family was separated on the flight. My 3 year old has asthma and required her rescue inhaler on the flight, which luckily flight staff were able to find a pair of passengers willing to swap seats with us prior to take off so I was able to administer it for her, but my 7 year old was still separated from us. We were never given any kind of meal vouchers as required by Frontiers policy, and they refused to give me any kind of refund/reimbursement. We had no choice but to spend a decent amount of money on airport food due to the long, unexpected layover with a family of 4. When arriving in ***, the airline discovered they left our checked bag in ****** and I did not have it until 8pm on 4/22/25, well over 30 hours after intended. That entire day I had to rely on one single feminine product that I luckily had in my carry on, but had the rest of my products in the checked bag because I was unsure which day it would begin. Staff told me they would fully refund the bag fee, but never did, and declined to respond to that inquiry when I reached out to them as well. For an entire day of our trip we were stuck in an unexpected airport with additional expenses, and for the second day we were stuck with no clothes, feminine/general hygiene products, etc. but the airline refuses any reimbursement per their customer service response.

  Business Response

  Date: 05/18/2025

  Hello *****,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
  I'm a customer relations agent, and I will be reviewing your case today. In advance, I want to thank you for being part of the Frontier travel family I understand your concerns about your recent flight on XXXX from XXXX to XXXX . Travel can be stressful, and unexpected delays are never welcome. I want you to know that Frontier Airlines care about our passengers' experience. We are sorry for the inconvenience caused to you as a result of the delay of your flight. We understand your disappointment and please be assured that we will do all possible to mitigate the inconvenience caused to you as a result of this disruption caused to your schedule please allow me to take over your case.
   
  I apologize for the inconvenience of the mishandled baggage. I'm aware of your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers upset about not receiving their items on time. I was able to open your baggage claim and I see this claim XXXX has been closed. I can confirm your claim was tagged as a Voluntary separation this means that after the disruption with your flights you did not travel in the original itinerary the bag still travel, when a bag is voluntary separated the financial compensation is something we don't provided including the bag fee.
  
  Your description of the multiple delays affecting this travel causing you to incurred in additional expenses such as meal and the need for your baggage because one of the passenger needed their special medication for asthma is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry about the lack of assistance during this difficult travel we did everything in our hands to rebook your flight as soon as possible. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our airport agents Group who will follow up with their team to ensure your experience is not repeated.
  
  Remember that some optional aspects of the travel experience are charged for by Frontier in order to maintain such low rates. I know it seems strange, but by doing this, we can keep providing our customers with really reasonable fare levels that enable them to fly more frequently. I must kindly notify you that Frontier is unable to fulfill your refund request because we are required to abide by the same rules and norms at all levels. Our bag policies state that carry-on bag costs and any extra bags acquired as ancillaries are non-refundable. Regrettably, your baggage refund request fee has been denied at this moment. Always buy your bag in advance to save money by reviewing the bag costs information online at ****************************************************************************************;
  
  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 per passenger. keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept these vouchers Details and instructions about the voucher are below. *************************************************************************************************************;
  
  Once we receive a response from you, we will move forward!
   
  Sincerely,
  
  Customer Relations Specialist
  **********************
  ***********************************************

• Initial Complaint

  Date:05/16/2025

  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 failure in Frontier Airlines online ticketing system caused me to mistakenly purchase the same ticket twice. I submitted complaints to both the airline and my bank. After numerous emails and responses, the airline provided only a partial refund of 50%.

  Business Response

  Date: 05/18/2025

  Hello ****,
  
  We have received your correspondence to the Better Business Bureau. We appreciate receiving your email and are happy to address your concern.
  
  I understand you email is in regards to a refund request for a duplicate booking for the two reservations XXXX and XXXX I will be able to address your concerns.
  
  I see during this period of time since the time of the flight XXXX the time of travel you have reached multiple times about your refund refund request. 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 card ending XXXX exp date XXXX. The reason why only provide half of the refund is because you decide to dispute this amount with the bank, all banks work different looks like you won the chargeback and the bank rule in your favor. However there was XXXX fee to collect after winning the dispute we only provide the half of the voucher since the other half was assessed by the ***.
  
  At this time we have provide the maximum amount possible, thank you for understanding. I apologized for the long delay in getting this resolved but the presence of a chargeback delayed everything, when there is chargeback you are basically telling your bank there was a unauthorized or fraudulent charge on your card knowing that you did do the transaction, from that moment Frontier is unable to touch the funds because if we make a decision can have conflicts with your bank decision.
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************
  ************************************************

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23339198
  
  I am rejecting this response because Frontier can't make my bank responsible for a partial refund, It just does not work that way.

  It was a failure on their online ticket system and is not fair I have to pay for that.

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

• Initial Complaint

  Date:05/16/2025

  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 am writing to formally express my deep disappointment regarding the cancellation of Flight F96151, confirmation #IE2GYM, scheduled for May 6, 2025, from ******************* to *******. This unexpected cancellation caused major disruption, both financially and emotionally, especially as I was traveling with my elderly mother to celebrate her birthday.Despite receiving a check-in reminder hours before departure, we were shocked to learn at the airport that the flight had been canceled. Frontier did not provide any prior notice. Your customer service agents initially insisted the flight was still active, which led to further confusion and distress while stranded in a foreign country.Due to this, I was forced to make urgent and costly arrangements, including:Booking replacement flights ($551.28)Hotel accommodations ($77.16)Transportation ($45.90)Meals ($16.82)Total additional costs: $691.16 I have received a refund of $354.72 for the original flight and a $100 voucher. However, I am still left with $336.46 in out-of-pocket expenses resulting solely from the flight cancellationsomething completely outside of my control.This experience was not a minor inconvenience. It caused unnecessary stress, financial hardship, and disrupted our plans entirely. I respectfully request a cash reimbursement of $336.46 to cover these additional costs, especially for hotel and transportation expenses.I am also filing a formal complaint with the ********************************* and the Better Business Bureau to ensure proper review.I urge Frontier to take responsibility and respond with fairness and compassion.

  Business Response

  Date: 05/18/2025

  Hello Wing Sum,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
  We appreciate your loyalty to Frontier we will be working your case. I want to thank you for being part of the Frontier travel family I understand your concerns about your flight on XXXXX when set to travel from XXXXX to XXXXX . Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as result of this unexpected cancellation you incurred in additional expenses please allow me to take over your case.
  
  Your description of cancelling your flight without any previous notice and making the process a bit confusing where a couple agents stablished the flight was still active when was already cancelled is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. We apologized about the lack of flight availability. Be aware that once a flight has changed, departed or cancelled, we are unable to reinstate to the original flight, I'm really sorry about the limited to none rebooking options.
   
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our Airport who will follow up with their team to ensure your experience is not repeated, I understand your were traveling with your senior mother and this was an overwhelming experience besides the financial impact, we deeply regret this happen to you and your beloved mother.
  
  I understand you received a refund of XXXXX back to your card ending XXXXX  exp date XXXXX the refund was processed on XXXXX, the refunds take XXXXX business days and should have received by now. I understand this amount is not enough to all the financial burden and the emotional distress you dealt with, specially when you were suppose to go celebrate your mother's birthday. we deeply apologized about this. In regards to financial compensation I have important information below:
  
  As stated in our Contract of Carriage Section 18. C. Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or equivalent destination as provided herein. Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. *******************************************************************
  
  Also as stated on DOT website *******************************************************************************. A consumer who incurs incidental expenses such as a rental car, hotel room, Alternative airline or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.
  
  I understand the need for financial compensation but at this time we are unable to cover financial expenses after your flight cancellation. However, looks like you received two vouchers in the amount of XXXXX per-passenger valid for XXXXX, as a one time exception, I can offer you to void these vouchers and re-issue a full fare voucher, which will cover flights, fees, taxes bags and seats, in the amount of XXXXX per-passenger valid for XXXXX starting from today, if you accept this offer please reply with a YES ********************************************************************************************************
  
  Once we receive a response from you, we will move forward!
  
  Regards,
  
  Customer Relations Specialist
  **********************
  ************************************************
   

• Initial Complaint

  Date:05/16/2025

  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.

  So I had an flight on may 8th leaving ************ going to ********* nc at 6:09 and arrive at 7:54 we were supposed to start boarding at 5:09 didnt start until 6:23pm and before we started boarding they over booked on carry on bags we they needed 75 to check a bag in I checked a bag in we are boarding then they tell us we have to sit at the gate until ********* lets us know we can make our way sit then we go to the runway sit there for about 30 minutes then have to deplane at 8:20pm got delayed until 9:15pm and around 8:45 plane got cancelled so I had to go get my bag from baggage claim and then I called customer service and rebooked another flight it was a flight leaving at 10pm I got to rebooked that flight and as im choosing my seat the person helping me tells me I can no longer take that flight its booked up after I got my confirmation email and told my ride they dont have to pick me up so the next flight wasnt until 10:59pm and I have an layover in ******* ******* until 1pm and I would arrive in ********* nc until 3:30 pm the next day so I asked if I could get an voucher for food or an hotel they werent able to provide it over the phone so I go find a supervisor for help she wasnt able to provide me with anything and she was very unprofessional I found her sitting on the gateway bridge sitting on the floor talking to coworkers after my flight got cancelled and I couldnt get help so I had to book an hotel at 4 in the morning when we landed in ******* and I paid for emergency exit seat was not able to get my seat I just felt like the agents in the airport were very unprofessional and werent helpful at all

  Business Response

  Date: 05/18/2025

  Dear Jeree  
  
  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 our airport agent was unfriendly and with a poor attitude your description of the incident is concerning, and we can only assure you this is not the type of service we strive to provide, please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this issue might have caused you. We want you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. We are grateful you brought this to our attention, so we can share your feedback with our station management group who will follow up with the stations team to ensure your experience is not repeated. 
  
  We are also sorry to know that the flight cancellation resulted in additional expenses for you due to our inability to provide acceptable re-accommodation, please accept my most sincere apology on behalf of Frontier airlines for all the disruptions this issue might have caused you. We received your refund request, unfortunately; we must inform you that due to the fact that the Frontier Airlines ticket's journey has been rescheduled and taken place, we are unable to comply with your request. After a ticket is used, it loses its ability to be refunded. 
  
  Although we understand how frustrating it must be to have your flight cancelled at the last minute and to have to change your plans, our records indicate that an uncontrollable occurrence had an impact on your journey; regrettably, we do not offer reimbursement for additional costs associated with flight cancellations brought on by events outside of Frontier's control, nevertheless as Customer Relations Specialists, we can explore other alternatives to improve your unsatisfactory experience. 

  We are aware of your displeasure and concur that things can always be done better, in an effort to make things right, as a customer care gesture and as a one-time exception, we have issued a XXXXXXX voucher, that you can use for future travel as a one-time exception and customer service gesture.   
  
  Voucher Reference Code : XXXXXXX ; Passenger Name : XXXXXXX 
  
  You do not have to fly before the voucher expires, but you must book your trip before the voucher expires; details and instructions about how to redeem the voucher are below. 
  
  The voucher we provide as part of our customer relations department is supplied as a one-time exception and covers taxes, fees, and ancillaries. 
  Keep in mind that the voucher is a single time use meaning that you need to redeem the full value in the initial booking any remaining balance will be forfeited. 
  The voucher will expire in XXXXXXX, but you do not have to fly within XXXXXXX. However, you must book a new flight before the voucher expires to the extent that the system allows. 
  
  Just follow these simple steps to redeem your voucher: 
  
  1. Visit ******************************* and select your flight. 
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. 
  
  About your voucher: 
  It covers full fare, including taxes and fees 
       It may be applied to pay options such as baggage, seat   assignments, or other charges 
      Its not redeemable for cash. 
      It must be booked within XXXX from date of issue. 
    Note: There are no restrictions on travel date. 
      Its one-time use, meaning there will be no remaining value after redemption. 
      It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
      Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. 
      The name on the new reservation must match the old reservation exactly. 
  
  Our main objective is to continue providing excellent customer service, although Some circumstances involving flight cancellations and delays are within our control, while others are not. 
  For Uncontrollable Situations. 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 XXXX , we'll provide you, upon request, a full refund of any unused portion of your ticket or a full credit valid for XXXXXXX 
  
  You also have the following options for re-accommodation to your destination or a sister-city: 
  -Move flight for no charge up to XXXXXX 
  -Move unaffected flight no charge up to XXXXXXX out from the original return date. 
  -Move flights outside XXXXXXX , waive change fee, but fare difference applies. 
  -If the affected passenger wishes to travel from different cities, we can process an exchange, waive the change fee, but fare difference applies.  
  
  For more information about our customer service plan please click on the following link 
  ******************************************************************** (section number 14). 
  
  Thank you for contacting Frontier Airlines. We look forward to welcoming you on board again soon! 

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

• Initial Complaint

  Date:05/16/2025

  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.

  After unclear delays from 5:20 until 9:30 we boarded a plane that sat on the tarmac until 11:30, all of this occurring May 8th we did not board flight F9 4169 until 1:13am May 9th. When looking for help in the terminal the supervisor was extremely hard to find, me and my partner had to go back through *** twice looking for her being sent from one person to the next . Once located the supervisor Aishae (eye-shay) she was found once to which she gave one word responses not helping our situation and then promptly walking away. The second time she was found after having an agent on the phone tell us to find her, she was found sitting in the jet bridge of a boarded flight smoking an e-cigarette. An agent spoke with the supervisor asking her to fix our problem in the terminal or at least a hotel voucher for our now 10 hour lay over in *******. Aishae responds by saying we dont dont do those handing my partner her phone back and again walking away. As well as the delay and terrible customer service the agent who handled our rebooking over the phone failed to tell us about a 7am flight on May 9th that would have touched down in ********* around 9:30am rather than the 10 hour lay over in ******* we took, just to fly through the ***** ********** was grounded for .

  Business Response

  Date: 05/18/2025

  Hello ****,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I will be reviewing your case today. In advance, I want to thank you for being part of the Frontier travel family I understand your concerns about your recent flight on XXXXX from XXXXX to XXXXX. Travel can be stressful, and unexpected delays are never welcome. I want you to know that Frontier Airlines care about our passengers' experience. We are sorry for the inconvenience caused to you as a result of the delay of your flight. We understand your disappointment and please be assured that we will do all possible to mitigate the inconvenience caused to you as a result of this disruption caused to your schedule please allow me to take over your case.
  
  I understand your recent experience where you spent more time than needed inside the aircraft 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. Airline schedule changes can occur due to weather or mechanical issues, but sometimes they are simply a result of air space being organized between airlines, I'm truly sorry this disruption affected your flight. Your flight XXXXX was a affected by air traffic control the flight was unable to depart and was forced to return to the gate to await new confirmation to depart due to weather conditions, I'm really sorry about this.
  
  Remember that before every departure, our mechanical engineers ensure the aircraft is in perfect condition to prevent any catastrophe. Frontier Airlines offers one of the best low-cost fares however, unexpected delays and controllable or uncontrollable situations are something that we strive for our passengers to be aware of. I can assure you we appreciate your feedback and will ensure this experience is not repeated. 
  
  Your description of the hardship to locate a supervisor in the floor and then when you found one not providing the correct customer service instead receive a vague response is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our supervisor Aishae. I will assume is the name of the supervisor at that time and her group who will follow up with their team to ensure your experience is not repeated, I'm really sorry about this experience ****. I have added a more detailed explanation below about the compensation guidelines in regards to major delays.
  
  As stated in our Contract of Carriage Section 18. C. Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or equivalent destination as provided herein. Frontier will have no obligation to provide  transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing. ******************************************************************* Also as stated on DOT website *******************************************************************************.  A consumer who incurs incidental expenses such as a rental car, hotel room, Alternative airline or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.
  
  Moving forward, 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 XXXXX full fare travel voucher valid for XXXXX. keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept these vouchers Details and instructions about the voucher are below. *************************************************************************************************************;
  
  Once we receive a response from you, we will move forward!
  
  Regards,
  
  Customer Relations Specialist
  ********************** 
  ************************************************

• Initial Complaint

  Date:05/16/2025

  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 tickets for air travel through priceline, and purchased travel insurance. My son had an accident 7 days prior to our trip, that required a full leg cast. The travel insurance required that I contact Frontier first for the refund. I was told by Frontier *** that she would cancel my flight and I would be refunded because of the medical nature, once I submitted a doctor's note. I submitted a doctors note, with my son's name, the date he was seen, and the reason he could not fly. They then told me that I needed to submit a doctors note that described the date of our travel, as well as if the patient was the ticket holder (just information that they obviously had) I have not received a ***ly to my correspondence to them, and my attempt to reach out to them by phone and text has not led to a solution. I have provided the information that I was told was needed by our doctor and they are obviously trying to avoid refunding for this flight, even though they claim they will offer a refund for medical emergencies.

  Business Response

  Date: 05/20/2025

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I understand that you purchased a flight for you and your son through Priceline, but you were unable to travel as planned because your son had an accident 7 days before your flight and your travel insurance informed you that you should first contact Frontier Airlines to receive a refund. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *****. I am truly sorry for the inconvenience, and we hope for a speedy recovery for your son. I thank you for taking your time to report this. 
  
  I am sorry to hear that even though you submitted a medical letter with details of your son and the inconvenience, you have not received adequate assistance with the refund. Thank you for bringing this to our attention. Please be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered.
  
  We have the record that under the reservation XXXXXX the flights from ********** to ****** on 4/21/2025 returning on 4/26/2025 were cancelled under normal cancellation policy. Please note that economy flights are non-refundable except for reservations cancelled within 24 hours of booking and 7 days before the flight. *************************************************************************** However, for medical reasons, we can make an exception and waive the cancellation fee and process a full travel credit if you send us documentation with a doctor or hospital letterhead stating that the passenger is unable to travel on their scheduled date (must be signed and dated by the doctor or nurse).
  
  Let me respectfully inform you that we have reviewed the previously provided documentation and, as an exception, have processed a travel credit valid for 1 year. We processed a travel credit for $XXXX. The credit expires on May 20, 2026. The name on the new reservation using the credit must match the old reservation exactly.
  
  This credit will be issued under the name of the passenger in the reservation and will be valid for 1 year. 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 redeem your credit:
  
  -Go to *****************************
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
  -Enter confirmation code: XXXXXX
  -Enter email address: ********************************* 
  
  Note:
  -Credits are not redeemable for cash.
  -Credits are most often issued with a 1-year redemption period and must be redeemed prior to the expiration date. However, travel can be booked as far out as Frontiers published schedule allows. Based upon the terms and conditions, extensions are not allowed.
  -Credits from a reservation that purchased The Works expire in one (1) year from date of issue.
  -Credits may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer with credit card.
  -Credits are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  -The name on the new reservation using the credit must match the old reservation exactly.
  
  I truly hope that the inconvenience you encountered does not deter you from booking with Frontier in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/15/2025

  Type:Delivery 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.

  Date of flight 4/30/25 Paid $144 to check bags Items in luggage worth about $3000 Since the date of flight we've had little assistance in finding luggage Phone numbers do not lead to service ************* take you on a loop Chat also takes you on a loop Last email received was on 5/6 asking if we had received bag back yet. We immediately replied that we hadn't and got no response. Still no response. We have physically been to *** baggage claim 3 times We have been to ************** claim once (they told us to call ***??)

  Business Response

  Date: 05/18/2025

  Hello *****,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
   We appreciate receiving your email and are happy to address your concern about the misdirected baggage while traveling from XXXXX to XXXXX on XXXXX. I understand this 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. we will work hard to solve these inconveniences as soon as possible.
  
  I apologize for the inconvenience of the mishandled of your baggage. I'm aware of your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers upset about not receiving their items on time. I was a reviewing your records and I see your bag was a classified as a voluntary separation meaning that your bag travel without you but you you were aware of the bag traveling without you, I hope this makes sense *****. Keep in mind that when a bag is tagged as a voluntary separation the compensation guidelines are very limited.
  
  I open your confirmation code XXXXX but I did not find any baggage claim despite the fact you mentioned you have been 3 times XXXXX to fill out the form, but there is no record of any missing bag, in the case reference XXXXX you were asked if you already been reunited with your bag but I see you mentioned that you haven't. I would like to know if you have any record of a form fill out in XXXXX or XXXXX before we continue gathering evidence in your case.
  
  Once we receive a response from you we will move forward!
   
  Sincerely,
  
  Customer Relations Specialist
  **********************
  ***********************************************

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23335197
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/15/2025

  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.

  Subject: Fraudulent Flight Change, Unauthorized Charge, and Lack of Refund To Whom It May Concern,I am writing to file a formal complaint against Frontier Airlines regarding a fraudulent flight change and an unauthorized charge.I initially booked a flight through Frontier using vouchers for 2/27/2025 VOUCHER: ****************** VOUCHER: ****************** confirmation number WDWLGM. Without my authorization or consent, my flight was unexpectedly changed. I was then charged for this altered itinerary, despite never agreeing to or taking the changed flight.Upon noticing the change, I reached out to Frontier Airlines in good faith and have documented proof of my emails attempting to resolve the issue. Despite my repeated efforts, I have not received a refund or a meaningful response.This situation has caused me significant frustration and financial inconvenience. I am requesting that the Better Business Bureau assist in securing a full refund and ensuring Frontier is held accountable for these misleading and unethical business practices.Thank you for your attention to this matter.Sincerely,****** ******* **********

  Business Response

  Date: 05/18/2025

  Hello ******.

  Thank you for contacting Frontier Airlines concerning your current reservation, you have come to the right place thank you for being a loyal customer here at ****************** we strive to maintain great customer service. I understand this flight was canceled when you were set to travel from XXXXX to XXXXX on XXXXX. Travel can be stressful, and unexpected cancellations are never welcome. Were sorry to hear that you were not able to fly with us. I want you to know that Frontier Airlines care about our passengers' experience. I understand the main reason for the voluntary cancellation was made after a disruption in your itinerary, keep in mind that when it comes to voluntary cancellation there is our fee policy to be aware of, I understand you are requesting a full refund, please allow me to take over your case.

  The itinerary for confirmation code XXXX has been canceled as requested and a XXXX cancellation fee per person and per direction in case is a round trip. As the total amount paid per person was less than the XXXX fee. We must respectfully advise you that the reservation has no credit remaining. 
  
  I understand your concerns about your description of a Fraudulent Flight Change and your position as a customer after finding out the changes were made in your booking without your consent. Looking at your reservation XXXXX your original flight was set to depart 8:04 PM and changed to 8:38 PM on 11/14/2024 the the same flight change to depart from XXXX and change to XXXX that was a total of XXXXX . We have a coupe scenarios where we provide a refund, 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. My research indicates that you purchased a non-refundable Economy fare ticket for confirmation code: XXXXX. This type of ticket does not qualify for a refund if 24 hours have passed from the time of purchase or for tickets purchased less than 7 days (168 hours) before the scheduled departure time. Respectfully, your reservation does not qualify for a refund. ******************************************************************************************;
  
  Moving forward on XXXX a voluntary change was made to change the date of the flight from XXXXX to depart on XXXXX, our records are showing the change was completed using an Apple device. I understand your concerns about a possible fraudulent change but no other details were changed from the booking everything remained the same, the only changes were the dates, then on XXXXX a Frontier representative was able to assist you with a voluntary cancellation. Since the XXXXX vouchers you used are a one time used were not added for the cancellation fees only the amount paid with your card.
  
  While reviewing your reservation, I noticed that a charge dispute was filed with your bank on the payment made, the chargeback was received on XXXXX. When a chargeback happens, the disputed funds are held from the business until the card issuer works things out and decides what to do. If the bank rules against you, those funds are returned to the cardholder. If the bank rules in your favor, they'll send the disputed funds back to you. I apologize for the inconvenience however, we are unable to process your refund request because of the charge dispute that was filed with your bank. Please contact your bank for additional assistance with the charge. 
  
  We appreciate your patience and hope to service your travel needs in the future.

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

  
  

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23333687
  
  I am rejecting this response because: Frontier Airlines never responded when my flight was unexpectedly changed!  I reached out to them twice. Here is the Dates and proof.  
  If Frontier Airlines had seen my emails, they could have addressed the unexpected change to my original flight date and corrected it before it took off. I never changed my flight and never used any cards to change. I had vouchers that was used for the original booking!! 
  
  the last agent I spoke to said she understood the situation and the vouches would be reimbursed.  The fraudulent charge is being disputed, but Frontoer is telling the bank I made that chard when I have proof I emailed the airline asking for help and why it was changed!! 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/01/2025

  Hello ******,
  
  We have received your rebuttal submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  We sincerely apologize that when you contacted Frontier regarding changes to your itinerary, they were not addressed in a timely manner, which may have affected the outcome of your experience.
  
  At Frontier Airlines, we genuinely care about our passengers' experiences. We regret the lack of assistance when it was needed and appreciate your patience. Please be aware that once a flight has been changed, departed, or canceled, we are unable to reinstate it to the original schedule. However, we can attempt to find an alternative flight, and if none are available, we will explore further solutions. In your case, the best option was to refund the flight, as it was purchased using a credit card and vouchers. The vouchers have been successfully returned.
  
  As a gesture of goodwill and a one-time exception, we have issued a XXXXX voucher per passenger to be used toward future travel. Your voucher expires on XXXXXXX. You do not have to travel before this date, but you must book your trip before the voucher expires. Please note that once a voucher has expired, it cannot be extended. You can find details and instructions on how to redeem the voucher at this link.
  
  Voucher Details:
  
  Leyton *******: XXXXXXXXXXXXXXX
  ****** *******: XXXXXXXXXXXXXXXXXX
  
  These vouchers are valid for XXXXXXX days from the date of issue, non-refundable, and applicable to the full fare. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. The name on the new reservation must match the original booking exactly.
  
  To redeem your voucher, follow these steps:.

  Visit Frontier Airlines and select your flight.
  On the payment screen, select "Have a voucher from Frontier Airlines?" and enter your voucher number in the field provided.
  Click "Apply Voucher" to finalize the transaction.
  Important Notes:
  Vouchers are not redeemable for cash.
  Vouchers must be used within XXXXX from the date of issuance for booking a flight.
  Vouchers are one-time use, meaning any remaining balance will not be available after redemption./
  Vouchers cover the full fare but are non-transferable. They may only be redeemed by the passenger to whom they were issued.
  The name on the new reservation must match the original reservation exactly.
  
  Regarding the payment made using your credit card ending in XXXX , a chargeback was issued. A chargeback informs your bank that a transaction may have been unauthorized or fraudulent. However, since this was a valid purchase, our tickets remain non-refundable. Once a chargeback is initiated, Frontier is unable to intervene, as doing so could conflict with your banks decision.
  
  We value your business and appreciate the opportunity to serve your travel needs in the future.
  
  Best regards,

  Customer Relations Specialist

  Frontier Airlines

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked flight F93019 from ********* to ************* with travel date May 16, 2025, with confirmation HD1Y7M on 4th April, 2025 for 3 pax for $86 including 3 checked bags.Two days before departure, I received a cancellation email without me requesting anything. **************** claimed fraudulent activity on my credit card, despite no prior notice or verification request in over 30 days. They asked me to visit the airport cor verification and confirmed verbally that I could book at same price after verification of name of card and a photo id. Upon reaching airport, they say that the same flight now costs 4x more, plus luggage fees. Airport staff of frontier airlines can only book at current fare. This is unacceptable, as I booked early to secure a low fare. They took notes on my case and verified identity and told me the customer care can do it. After waiting for more than an hour to talk to customer care, they suggested that I book it again at $480 total without including bags(which would cost another $100 approx). The business literally provided refund and now wants me to buy the same thing for 5x price 1 day before the flight. All of the flight tickets are now atleast 4x of what they were when I booked it. This is costing me atleast $400-$600 in additional fees, not counting the time spent going to and from the airport, time spent on customer care calls and also the frustration.I request:Reinstatement of my original booking at the original fare, including prepaid services or give me money to cover my booking.

  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.
  
  Thank you for reaching out and for providing such a detailed account of your recent experience. I want to begin by offering my sincere apologies for the frustration, inconvenience, and financial impact this situation has caused you.
  
  We understand that you booked flight XXXX from XXXX to XXXX for three passengers on XXXX, including XXXX checked bags, and that your reservation was unexpectedly canceled just XXXX days before departure. Im truly sorry that this occurred without prior notice or any verification request, especially after more than XXXX days had passed since the booking. We also acknowledge your concern regarding the explanation provided that the cancellation was due to suspected fraudulent activity on your credit card and the subsequent request for in-person verification at the airport. Its completely understandable that you expected to rebook at the original fare after verifying your identity, as was communicated to you.
  
  The experience you described at the airport of being told the fare had increased significantly, being asked to pay nearly five times the original amount, and being redirected back to customer care after already verifying your identity is unacceptable. We recognize the time, effort, and stress this has caused, including the additional travel to and from the airport, the long wait times on customer service calls, and the financial burden of potentially having to rebook at a much higher cost. We also understand your request: to have your original booking reinstated at the original fare, including the prepaid services, or to be compensated for the difference in cost. Your frustration is completely valid, and we deeply regret that your experience has fallen so far short of what you rightfully expected.
  
  Ive reviewed your booking and would like to provide some clarity on what occurred. Our records confirm that you booked flight XXXX from XXXX to XXXX on XXXX, scheduled to depart on XXXX and arrive at XXXX. On the same day, there were multiple attempts to process the payment, but the card was repeatedly declined. As a result, our system flagged the transaction as potentially fraudulent.
  
  Due to this automated fraud detection, the reservation was unfortunately canceled on XXXX, XXXX days prior to departure. We understand how frustrating this must have been, especially without prior notice or an opportunity to verify the transaction in advance. A full refund in the amount of $XXXX was issued on XXXX to the original payment method a card ending in XXXX. Please note that while the refund has been processed on our end, it may take XXXX days to appear on your statement, depending on your banks processing time.
  
  We truly regret the inconvenience this situation has caused. However, we are unable to reinstate the original booking or offer the same fare. As outlined in our Contract of Carriage, fares are dynamic and subject to change based on availability and timing.
  
  11. Fares
  
  A. Fares apply for transportation only between the airports for which they are published.
  B. When a passenger requires connecting service with arrival at one airport and departure from another airport, transportation between those airports must be arranged by and at the expense of the passenger.
  C. Fares are subject to change without notice until a ticket is issued.
  
  Pg. 11 of 26 Check-Ins ************************************************************************;
  
  If you wish to book a new flight, you will need to do so at the current available fares listed on ***************************.
  
  We understand this is not the outcome you were hoping for, and we sincerely apologize for the disruption and added stress this has caused. If theres anything else we can assist you with, please dont hesitate to let us know.
  
  Thank you for taking the time to bring your situation to our attention.
  
  Sincerely, 
   
  Customer Relations Specialist 
  **********************