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.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

• 

  Frontier Airlines, Inc.

  7912 Ne Airport Way Portland, OR 97218-1030

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:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We accidentally booked a flight and called frontier to cancel the flight for a refund. They stated if we paid $110 we would get the full refund. They did not provide me a refund. They now took ****** + 110. We have proof of all transactions and chats with the frontier representatives.

  Business Response

  Date: 05/21/2025

  Hello Kajal,
  
  Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  We are sorry to hear that you booked a flight by mistake, I completely understand how frustrating it must be to have paid fees for a refund that has not yet been processed as you described. We are happy to validate the information. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passengers First and Last Name
  -Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE(3) of the following pieces of information:
  
  -Phone number on the reservation
  -Email address on the reservation
  -Mailing address on the reservation
  -Name of the ************* (If booked through a 3rd Party)
  -Flight Number
  -Passenger Date of Birth
  
  We appreciate your cooperation, and look forward to hearing back from you.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23332385
  
  I am replying back to the previous email. 

  Reservation Confirmation Code: SD2IPC

  Passenger Name: ***** ****

  Credit Card: 6889

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

  Business Response

  Date: 05/30/2025

  Hello Kajal,
  
  Thank you for getting back to Frontier Airlines. We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I can imagine how frustrating it must be to have incurred fees while expecting a refund that has not been issued. I truly apologize for the confusion and distress this situation has caused. Rest assured, I am taking your issue seriously and will thoroughly examine your case, including the transactions you described. 
  
  We have carefully validated that your reservation, XXXX under XXXX, was not canceled. According to our records, there is no additional payment of $XXXX. I will send you a confirmation email to XXXX, which is the email on file.
  
  We have thoroughly verified your reservation and confirmed that your flight XXXX on XXXX from XXXX to XXXX, and returning on XXXX, was flagged as a No-Show because the passenger did not board the flight.
  
  Let me kindly inform you that we cannot honor your refund request. You can verify the contract of carriage that states: Tickets issued by Frontier are valid for transportation only on the flights and dates shown on the ticket and have no value and are not valid for transportation thereafter.
   
  In the case of a No-Show Cancellation. Except as required by law or as provided in this Contract of Carriage, Frontier shall have no obligation of any kind to reschedule any passengers who cancels a ticket before the scheduled flight departure time or to provide them with any refund or other credit for unused tickets. section 9 paragraph 1 and 2: *******************************************************************
  
  Based on our records, we have noted that a chargeback was initiated on XXXX. A chargeback is a process that allows a customer to dispute a transaction and request a reversal of the charge from their bank or credit card issuer. It is important to understand that chargebacks can take up to XXXX days to be fully processed and resolved, I would advise you to contact your banking institution directly for any updates.
  
  We look forward to have the opportunity welcoming you aboard soon. Stay safe and have a nice day.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23332385
  
  I am rejecting this response because:

  i have proof that we cancelled the flight. 

  i have proof that i paid $110. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 06/13/2025

  I received my refund. 

• 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.

  Awful. Forget the previous problems with flight cancelations.... Monday was a flight from ****! We sat on the tarmac for 5 hours without a drink of water, bite to eat, or offer to de-plane.7:37 AM, Boarded plane on time.9:16 AM, The Captain said we had to go back to the gate after taxi-*** to the runway due to a maintenance issue they needed to be reset an alarm and submit paperwork to the ***. After 40 minutes, we started taxi-*** to the runway again.10:30 AM, After arriv*** at the runway again, the Captain said the problem came back, so we had to return to the gate to override the problem and clear paperwork with the *** again. Yay!By this time, the bathrooms were start*** to get nasty, and we were never offered the opportunity to deplane. They offered us no water or food or anyth*** through the entire time we were on the ground stuck on the plane.12;25 PM, We finally took off. We had been on the plane for almost five hours by the time we finally took off with nasty restrooms and no refreshments or relief whatsoever.3:00 PM, We finally landed in ******Dur*** the entire time, the flight crew never gave us anyth*** for free! They would SELL us water and snacks, but even though the entire evolution lasted for over eight hours, they offered us noth***! Yay! Again!4:30 PM, When I finally arrived home, my wife told me about your email with this ridiculous offer of a non-transferrable, time-limited $75 electronic travel voucher. YAY! AGAIN AND AGAIN!

  Business Response

  Date: 05/21/2025

  Hello ******,
  
  Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I want to extend my apologies for the distressing experience you endured during your recent flight. I can only imagine how frustrating and uncomfortable it must have been to sit on the tarmac for such an extended period without access to basic necessities like water or food as you described. Your experience is far from the standard of service we aim to provide, and I am truly sorry for the inconvenience and discomfort you faced.
  
  It is unacceptable that you were not offered the opportunity to deplane or provided with refreshments during such a long wait. I understand how this situation would have been incredibly frustrating, especially with the lack of communication from the flight crew as you mentioned. Your feedback regarding the handling of this situation is invaluable, and I will ensure it is shared with our management team for further review.
  
  We have confirmed that your XXXX on XXXX from XXXX to XXXX was delayed over XXXX hours and we validated that was additional impacted due to the tacmac, we confirmed that the delay was due to technical and maintenance operations. Please accept our apology for the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  I also understand your disappointment with the travel voucher offer, given the circumstances you experienced, according to my records you received a voucher for $XXXX under your name, this voucher is valid for XXXX days for the airfare of the flights.
  
  Voucher number: XXXX
  Expiration date: XXXX
  Voucher under: XXXX
   
  We confirmed that your $XXXX travel voucher was voided and only as one time exception, you were issued a new $XXXX voucher as customer service gesture. This voucher is valid for XXXX days for the full fare of the flights, taxes, fees and additional services. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.
  
  Voucher number: XXXX
  Expiration date: XXXX
  Voucher under: XXXX
  
  Please Note
  Vouchers are not redeemable for cash.
  Vouchers are valid for XXXX days for booking a flight from the date they are issued.
  Vouchers are one-time use, meaning there will be no remaining value after redemption.
  Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  The name on the new reservation must match the old reservation exactly.
   
  We look forward to have the opportunity welcoming you aboard soon. Stay safe and have a nice day.
  
  Kindly,
  
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:05/14/2025

  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 filing a complaint regarding Frontier Airlines Flight F9 1082 on May 7, 2025, from ******* (***) to ***************** (***), booked under confirmation number FFEMSW. My family including my wife (with an infant on lap), elderly parents, and myself were all booked under the same reservation. However, we were assigned seats in different rows, despite the flight being less than half full.I requested assistance from Frontier customer care prior to the flight and again at the gate, but was told I had to pay extra to sit together. Ultimately, only two family members, my wife and my father were seated together; the rest of us were separated. I also asked the flight attendant, who referred me back to the gate agent without any resolution.This was especially frustrating given we were traveling with vulnerable passengers an infant and elderly parents and there were plenty of open seats. Frontiers Family Seating policy only applies to children under 13, but the lack of empathy and flexibility in this case was unacceptable.I am not just seeking an apology, but a review of Frontiers customer service practices in such situations. Random seating despite low occupancy and lack of proactive support for families traveling together, especially with special needs, should not happen. I request a fair acknowledgment of this situation and a commitment to improve future handling of similar scenarios.

  Business Response

  Date: 05/15/2025

  Dear Akhilesh  
  
  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 your experience with us has been less than satisfactory due to the seat selection and the lack of assistance from our gate agents and flight attendants, which suggests that they need to be trained to better assist our customers. We appreciate you taking the time to provide us constructive feedback and advice to properly train out crew for a better customer experience. 
  
  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 apologize for your disappointment with the seating arrangement, we understand the importance of seating near your parents and child, it is not our intention to disregard our passengers needs. We must inform you that Select seating is an option. If you do not purchase a seat assignment, one will be randomly assigned free of charge during check-in, we prioritize families with children, but we cannot guarantee that you will be seated together due to other passengers purchasing their seats. Please visit the link for more information: *****************************************************************************************;
  
  We are aware of your displeasure and concur that things can always be done better. We have consequently sent the station manager your feedback. 
  
  We appreciate your feedback. In the future, we hope to have the chance to offer a better traveling experience. 
  
  Sincerely, 
  
  Customer Relations Specialist

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

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23327612
  
  I am rejecting this response because:

  Thank you for the apology and for forwarding my feedback to the station manager. However, I remain dissatisfied with how this situation was handled.
  
  
  Despite both Frontier flights (F9 1081 and F9 1082) being less than half full, my family including an infant and elderly parents was not seated together. This separation created unnecessary stress. I personally reached out to gate agents and flight attendants, yet no assistance was provided unless I paid extra, which was both unreasonable and disappointing.
  
  
  I understand Frontiers seat selection policies, but in situations involving vulnerable passengers such as families with infants and elderly individuals more compassion and discretion should be shown. Given the lack of proper support and the distress we experienced, I kindly request that Frontier offer a goodwill gesture in the form of a travel credit or voucher.
  
  
  I truly hope Frontier uses this feedback to improve customer service and seat assignment practices, especially for families traveling together.
  
  

  
  Sincerely,
  ********  

  Business Response

  Date: 05/25/2025

  Dear Akhilesh  
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  
  
  We are sorry to hear that you are not satisfied with the way your incident was handled.  
  We sincerely apologize on behalf of Frontier Airlines for any inconvenience this incident may have caused you, and we can assure you that this is not the kind of service we aim to give.  
  
  Nevertheless, as a result of our policy and in compliance with DOT requirements, we are require to provide accommodation at  no additional cost to passengers who present a disability, which is not your case, other passengers will receive a seat assignment at random if a seat selection was not purchased, as a result we are unable to offer compensation for not providing a service that was not purchased. 
  
  Unfortunately, I will not be able to provide an alternative resolution. We are unable to provide compensation for standard procedures, complying with DOT regulations, and adhering to our own policies and contract of carriage.   
  
  Nevertheless, I had forwarded your comments to the station manager. 
  
  We hope to have the opportunity in the future to provide a better traveling experience. 
  
  Sincerely, 
  
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  Date:05/13/2025

  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 New pair of Shows were stolen out my luggage by baggage worker .

  Business Response

  Date: 05/14/2025

  Hello *****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns. 
   
  First and foremost, I would like to sincerely apologize for the unfortunate incident involving your luggage. I understand how distressing it can be to have personal belongings, such as your new pair of shoes, stolen. This is not the experience we want for our customers, and I am truly sorry for any inconvenience this has caused you.
  
  I want to take ownership of this situation and clarify our policies regarding claims for lost or stolen items. According to our Contract of Carriage, claims for pilferage must be made within **** hours of the flight's arrival. Additionally, any required documentation to support the claim must be submitted within **** days from the date you receive the claim form packet from Frontier. Unfortunately, we have confirmed that you did not communicate with us within the **** hour window following your flight's arrival. As a result, Frontier is not liable for the loss of your shoes.
  
  More details can be found on the following link: ************************************************************************************;
  
  Thank you once again for bringing this matter to our attention. We appreciate your understanding and patience as we navigate this situation. If you have any further inquiries, please do not hesitate to reach out.
  
  Warm regards,
  
  Customer Relations Specialist  
  Frontier Airlines  

• Initial Complaint

  Date:05/13/2025

  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.

  My son and I flew Flight 2400 on Tuesday, May 6, 2025 from *******, ** to *******, **. The flight originally was supposed to depart at 5:25 pm, but kept getting delayed and we didnt leave ******* until after 10:00 pm. The airline only offered an apology, no other concessions. My son and I were in the airport for over 9 hours. By the time we arrived home, it was 3:30 am EST. My son missed an additional day of school due to insufficient rest.

  Business Response

  Date: 05/14/2025

  Hello *********, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We're sorry to hear that your flight XXXX from XXXX, to XXXX, on XXXX, has already been delayed due to uncontrollable conditions, which caused you many inconveniences, as well as that the service provided was not what you expected. We regret that Please know that this is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.
  
  Due to our policies, when a flight has a cancellation, diversion, or delay of more than XXXX hours, passengers have the option to get a refund or travel credit for their flight or change to the next available flight.
  
  We reviewed your reservations (XXXX), and our records show that you received an email about the option you had due to delay; you had the option to cancel and get a full refund or travel credit toward your flight or change to the next available flight. We see that you decided to keep it and were able to complete your trip.
  
  Customer service legal site states the following: 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 XXXX hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Although your flight was delayed, you decided to keep it and could complete your trip.
  
  More information about controllable and uncontrollable delays, diversions, or cancellations can be found at the following link in Section 14: ************************************************************************************;
  
  We want you to be at ease when you choose us for your travel needs. Our top priority is to guarantee you have a safe, healthy, and enjoyable flying experience, which is why we have granted you a $XXXX travel voucher as a one-time exception and as customer service gesture, and the service you received was not the type of service we strive to provide.
  
  Voucher number: XXXX
  Name: XXXX
  Amount: $XXXX
  Expiration date: XXXX

  Voucher number: XXXX
  Name: XXXX
  Amount: $XXXX
  Expiration date: XXXX
  
  Just follow these simple steps to redeem 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.
  
  A few more things to know about the voucher:
  
  Its not redeemable for cash.
  Its valid for XXXX days from the date of issue and may not be extended.
  It may not cover the entire value of the purchase.
  It may be used only once, so there will be no remaining value after redemption.
  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.
  
  As of XXXX, passengers who are Elite loyalty members or customers that have either upcoming travel within XXXX hours or recently completed travel within XXXX hours can call us at ************ for assistance.
   
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below. Customer Support | ******************************************************************************* 
  
  We hope that this explanation helps to clarify the situation and that you will continue to choose our airline for your future travel needs.
  
  Kind Regards,
   
  Customer Relations Specialist

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

  Customer Answer

  Date: 05/14/2025

   
  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,
  
  ********* *****

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier Airlines erroneously booked a flight with no intention of flying to ********Frontier Airlines canceled my flight on April 13, 2025 from ************, ** to *****************, ** (flight #****), telling me that flight was erroneously scheduled and they had no intentions of flying this flight to *******. Booking people on a flight that never existed seems like fraud. I then tried to change my flight to fly into any other airport in ******* and was told the other flights were all overbooked. I was then told to go to the Frontier desk and get a hotel voucher since it was 8pm and no other flights were available. I went to the Frontier desk and unless I booked a new flight down to ******* they refused to give me a voucher for a hotel room. We were not sure what we wanted to do yet, because they told us the next non-stop flight to ******* that had availability wasnt until Thursday and we planned to leave early Friday morning. My six year old daughter was so upset because she thought we were going to have to cancel all of our plans and she wouldnt get to see her grandparents. Please feel free to email me or call me, ************. I look forward to speaking with you and I appreciate your help!Thanks,****

  Business Response

  Date: 05/12/2025

  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 you were unable to travel as planned on your flight #**** from ************ to ***************. We recognize that traveling can be stressful and that unexpected cancellations are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. I understand that you received a refund for your flights and were reimbursed for the food and hotel expenses through your insurance. However, you are now seeking reimbursement for additional expenses totaling $1,228.51.
  
  We must inform that Frontier Airlines is not liable to reimburse the additional expenses you incurred based in DOT regulations and our Contract of Carriage. 
  
  Incidental ExpensesA consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
  
  You will be able to find this information at the following link: *******************************************************************************.
  

  As a one time exception and customer gesture, you were sent a $XXXX voucher per passenger for a future flight with Frontier. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to November 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date. 
  
  Here you have the new voucher information and details:
  
  XXXXXXXXXXXXXXXX- ******* ******* - Value: $XXXX - Expiry: July 15th, 2025.
  XXXXXXXXXXXXXXXX- ****** ******* - Value: $XXXX - Expiry: July 15th, 2025.
  XXXXXXXXXXXXXXXX- ***** ********* - Value: $XXXX - Expiry: July 15th, 2025.
  XXXXXXXXXXXXXXXX- ***** ******* - Value: $XXXX - Expiry: July 15th, 2025.
  
  To use the voucher via the website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email. 
  
  Please Note: 
  
  Vouchers are not redeemable for cash. 
  Vouchers are valid for 90 days for booking a flight from the date they are issued. 
  Vouchers are one-time use, meaning there will be no remaining value after redemption. 
  Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom they were issued. 
  The name on the new reservation must match the old reservation exactly. 
  
  You will be able to find this information at *************************** at this link: ****************************************************************************.
  
  While we recognize that this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
  
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 05/22/2025

  
  It just doesnt seem right that a company erroneously schedules a flight, people book it, and then everyone is left stranded. My only options with Frontier were to leave on Thursday and come back on Friday or not go on my vacation at all. 
  
  Instead I found a flight on American the next morning and picked a new return flight on Saturday morning through Spirit so we didnt really lose out on vacation time. 
  
  The cost of the new flights and changing the car rental airport (since I had to fly into ***** instead of *****************) was $2,544.83 less the cost of the original flight and car rental was $1,316.32 for a difference of $1,228.51 which I was not expecting to incur. 
  
  I was offered voucher but I do not have any travel plans for the future and would like to be reimbursed for these added expenses. 
  
  Thank you for your help in this matter. 
  Matt
  ************
  

  
  

• Initial Complaint

  Date:05/12/2025

  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.

  Entered by BBB staff LO Consumer states she purchased a ticked on 5/9/25. She called on 5/12/25 to cancel the ticket, which was for a minor child because he is no longer able to travel. The consumer states they refuse to give her a refund. They kept giving her contradicting information regarding the cancellation policy. They told her the cancellation policy was within 7 days of the trip, the trip was not scheduled until 26 days later but they still will not give her a refund. They told her she would have to pay $200 to cancel the flight. The consumer spoke with a supervisor as well but they were not helpful. They also asked for a written statement from the childs mother as to why he could not travel, the consumer did not understand this when she was the one who purchased the ticket. 

  Business Response

  Date: 05/15/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that you are requesting a refund of $XXXX for XXXX's flight on XXXX from XXXX to XXXX that was booked on XXXX. We're sorry to hear that you had inconveniences while requesting a refund on XXXX because you were told the cancellation policy was within XXXX days but your trip was scheduled within XXXX days. We understand your frustration as you were cancelling a minor's ticket because he was not able to travel and were being charged $XXXX despite you having a written statement from the child's mother. We sincerely apologize for the difficulties you encountered. We're here to help and we will be glad to review your reservation.
  
  We appreciate the time you've taken to share your feedback with us. 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. 
  
  On the other hand, we must respectfully inform you that your refund request has been denied, as you must comply with two requirements to be eligible for a refund. Please keep in mind that all tickets are non-refundable unless you cancel within 24 hours of booking for flights over 7 days from departure. In order to be eligible for a refund, you had to cancel by XXXX at XXXX. For more information, please visit our website: ********************************************************************************;
  
  Moreover, our website states that if you cancel your itinerary, you will retain the value of your itinerary less the applicable cancel fee of $XXXX (per passenger and per direction) and certain carrier charges as a travel credit. This cancellation fee is deducted from the amount already paid; we don't charge you again. For more information, please visit our website: *************************************************************************
  
  If you have an emergency event and require a waiver of the cancellation fees, you may receive a travel credit, not a refund, with valid documentation from a doctor or hospital. For more information, please visit our website: ********************************************************************************;
  
  At this time, we can see that instead of cancelling the reservation, the name was changed to XXXXX. 
  
  Remember that check-in is available 24 hours before the flight through our website and mobile app. You will need to be at the airport at least two or three hours before your flight so you and your bags can be checked in on time. The counter closes 60 minutes before the flight, and gates close 20 minutes before the flight. You are entitled to one free personal item that cannot exceed 14"H x 18"W x 8"D. If you need to add any checked bags or carry-on bags, you may do so using our website before your flight. Please keep in mind that bag fees are more expensive at the airport. Additionally, bags, seats, or additional services are non-refundable once purchased. For more information, please visit our website **********************************************************
  
  You can add bags using this link: ***********************************************************************
  
  Remember, if you don't want to pay for a seat, Frontier will assign a random seat for free. You may add seats using this link: ***************************************************************************
  
  You're able to check-in here: *****************************************************************
  
  Please note that starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID or another acceptable form of identification, such as a passport, to board domestic flights. It is recommended that travelers without a Real ID arrive at least 3 hours before their flight to ensure they have enough time to go through the additional security measures.
  
  For acceptable forms of ID, please visit the link below:
  ************************************************************
  
  If you have additional questions or concerns, please don't hesitate to contact us again.
  
  Regards,

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

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier air charges three times the amount for 2 bags($88.00) as they do for 1($29.00)!!! Which is absurd!!! They offer absolutely NO HELP whatsoever when you do finally receive a return phone call from them an hour after the initial phone call I made!!! Very condescending attitude when confronted with a question regarding the cost! Beware of *********, employee #*******!!! Extremely RUDE!!!

  Business Response

  Date: 05/12/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I am sorry to hear about your experience with the bag fees received on your reservation #XXXXX. I understand that you did not received any assistance and when you were contacted via phone, you had a negative experience with employee #*******. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. 
  
  Im grateful you brought this to our attention, so we can share your feedback with the station management who will follow up with their team to ensure your experience is not repeated. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers.
  
  I reviewed your reservation and I see that you purchased two checked bags, on which the first checked bag was for $29.00 and the second checked bag for $59.00. Note that prices may vary, and you may also review prices prior purchase either on an existing booking or for a new trip here: ********************************************************** BAG PRICE CHECKER
  
  A refund is not applicable on your reservation. 
  
  We work hard to ensure everyone knows what to expect before making their purchase with us. When booking directly at Frontier Airlines we fully disclose our fees via multiple pop *** that inform guests of all anticipated costs before getting to the payment page. Keep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experience. I know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often.
  
  While we have a phone line for passengers that will travel within 24 hours or have completed their flight within 24 hours and for Elite Members: ************. Customers can reach us via social media, ********, and email for support. More information regarding our customer support options is available on our website here: **************************************************************;
  
  We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.  
  
  Sincerely, 
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23316053
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/11/2025

  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 had a flight for May ******* with Frontier. I am a gold elite member, which one of the perks is free upgrades to an upfront plus seat. This is allowed 4 hours before departure. I upgraded my seat earlier this morning, and the new upgraded seat appeared on my new boarding pass. When I went to view my seat again closer to departure time, it had been reverted back to my original seat. When I asked Frontier customer service why this occurred, I was told it was an error and nothing can be done. I asked if an upgraded seat could be applied to a future flight, and I was told no. This is very bad business, and as a gold elite member, I would expect Frontier to stand behind the terms of the elite membership. Even if it means applying an upgraded seat to a future flight.

  Business Response

  Date: 05/15/2025

  Hello Tash,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to us and sharing the details of your experience. We sincerely apologize for the inconvenience and frustration you encountered with your seat upgrade on XXXX.
  
  As an Elite member, you rightly expect to receive the perks associated with your membership, including free upgrades to an upfront plus seat. We understand that you successfully upgraded your seat earlier in the morning, and the new seat appeared on your boarding pass. It is deeply regrettable that your seat was reverted back to the original one closer to departure time due to an error.
  
  We acknowledge your disappointment in being told that nothing could be done to rectify the situation and that an upgraded seat could not be applied to a future flight.
  
  I have checked the reservation XXXXX. I confirmed that you flew on XXXX from XXXX to XXXX at XXXX. Our records show that you were in seat XXXX on that flight; you were not able to get an upgraded seat on that flight you had.
  
  Your feedback regarding this matter is important to us, and we are committed to addressing these issues to improve our service for our valued elite members. As a customer service gesture, I issued a ****************** voucher for $XXXX, valid for XXXX days.
  
  Here you have the voucher information and details:
  
  Voucher XXXX - Passenger Name: XXXX; Value: XXXX; Expiry Date: XXXX.
  
  This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use. 
   
  To use the voucher via the website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email. 
   
  Please Note: 
   
  Vouchers are not redeemable for cash. 
  Vouchers are valid for XXXX days for booking a flight from the date they are issued. 
  Vouchers are one-time use, meaning there will be no remaining value after redemption. 
  Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom they were issued. 
  The name on the new reservation must match the old reservation exactly. 
   
  You will be able to find this information at *************************** at this link: **********************************************************************************;
  
  We take your concerns seriously and will share your suggestions with our team to enhance our customer service and ensure a better experience for all passengers in the future. We strive to provide transparency and fairness in our services, and your input helps us achieve that.
  
  Best regards, 
   
  Customer Relations Specialist 
  **********************

  Customer Answer

  Date: 05/15/2025

   
  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,
  
  **** ****

• Initial Complaint

  Date:05/10/2025

  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.

  Good morning,I booked a flight during the bags fly free promotion in March 2025 booking reference XBP7XI for April 22, 2025 at 10:15pm from ******* to *** using a $25 voucher and paying roughly $14 out of pocket for seat selection in row 14 and carry on bag. When I went to check into the flight the booking was automatically canceled without notice on the morning of the flight. When I contacted customer support they instructed me to rebook the flight before the flight sold out. They did not offer a credit or to rebook the flight for me at the time even when asked to speak to a supervisor. She told me the supervisor will reiterate the same response she told me and will call me back in 1-2 hours. I did not receive a follow-up phone call to date. Time was of the essence since I had another flight to catch the next morning April 23, 2025 from *** with a different airline. I spent $233 out of pocket for the same exact flight reference JBSE9C that I was involuntary bumped from, nor any rights explained. The flight was $168, to include a carry on bag $30 and to select a seat near my initial selection was $27 (other seats were in the very back of the plane). Those were the additional prices to rebook the flight with Frontier.If promotional prices will not be honored while using a voucher please do not offer the promotion. It is unfair and it appears it was a bait and switch tactic. I paid $14 originally out of pocket and it costs me $233 at the end. I am requesting a refund to the original form of payment of $219 total ($233 - $14) in order to resolve the matter and made whole.When I reached out to customer support after the trip. They explained there was a glitch in the system for the cancelation. The glitch costs me over $200 to rectify. No future voucher accepted please, the time has passed to offer a credit to rebook the flight.Attached initial booking info, new booking info, customer response and call log, another flight

  Business Response

  Date: 05/11/2025

  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 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 a result of this cancellation you incurred in additional expenses since you had to rebook a new flight with Frontier, I'm really sorry you were not able to enjoy the promotion and the experience with Frontier, please allow me to take over your case.
  
  Airline schedule changes can occur due to weather or mechanical issues, but sometimes they are simply a result of air space being organized between airlines, I'm truly sorry this disruption affected your itinerary. I understand your recent experience of cancelling the flight prior boarding 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.
  
  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. I am sorry about the disruption to your travel plans. It's never our intention to create inconvenience for our passengers. I must inform you that we are unable to honor your refund request because the travel was completed on the Frontier Airlines ticket and our ticket policies apply to every passenger, since this flight was rebooked and boarded we are unable to refunded since a service was provided.
  
  Moving forward, looking at your reservation under XXXXX I can confirm your refund request has been approved. On XXXXX  we issued a refund for the amount of XXXXX to your **** card ending XXXXX exp date X** Please allow X** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank sometimes takes a few days to post the funds to the account. We can only return the amount paid to the original form of payment in regards to the XXXXX voucher given the circumstances we would like to increased the voucher, I understand you mentioned the voucher was not an option for you but we can increase the amount to XXXXX valid for XXXXX .
  
  Once again on my behalf, I want to apologize for any inconvenience this experience might have caused you. In an effort to make things right give us the chance to amaze you on your next flight. I'm eager to hear back from you.
  
  Regards,

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

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23312179
  
  I am rejecting this response because:

  Frontier mentioned the new flight that i booked was a non refundable ticket. Yeah it was booked the same day when my original flight was canceled at 5am on April 22nd, new flight purchased 7:30am on April 22nd for the flight departure time of 10pm. I incurred the expenses due to Frontier canceling, bumping me off, glitch in the system, not honoring a flight purchased during a promo, bait & switch. $14 compensation does not make me whole when requesting the difference in price for the new flight purchase that cost $233 total.  When I called to inquire about the canceled ticket not the canceled flight, nothing was done to rebook me or a voucher to rebook. I would never pay $233 for one way ticket ******** when I originally only paid $14. 

  Customers be aware ****************** will cancel your ticket if you purchased during any promotional phrase or use a voucher for the majority of the ticket purchase. Periodically check the status of ticket to ensure your flight is not canceled randomly especially the same day of the flight!

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