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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

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:05/12/2025

  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,
  
  ******* *****

• Initial Complaint

  Date:05/09/2025

  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.

  Flight being cancelled last minute, called two times try to solve and waited over one hour no response since then

  Business Response

  Date: 05/11/2025

  Hello Yin,
  
  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 by cancelling their flight before boarding. I understand this experience impacted negatively your view on 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'm aware 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. Feedback like yours enables us to change our product and better serve our passengers.
  
  I have queued your refund request for the connection flight to the ****************** please bear with me for XXXXX business days for a response, once we have a resolution we will share it with you we appreciate your loyalty to Frontier thank you for being patience.
  
  Looks like you received one base fare voucher in the amount of XXXXX valid for XXXXX, 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 XXXXX 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:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to be on a flight from *** to *** at 7:20am on 04/22. I got to the airport early but was held by *** for a very long time before being released. I got to the gate at 7:05 am and was told boarding had been closed and to rebook with the ticketing agent. The ticketing agent told me there were no more flights but I needed to get to my destination that same day for work obligations. I ended up booking another flight for that day with American Airlines which cost me $444. I asked frontier for a courtesy refund to help alleviate the financial burden and they refused no matter what I said. I am requesting an immediate refund for a service that I never received.

  Business Response

  Date: 05/11/2025

  Hello Mercy,

  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thank you for reaching out about this flight experience on XXXX when you were set to travel from XXXXX to XXXX. Travel can be stressful, and unexpected disruptions are never welcome. Were sorry to hear that you were not able to fly with Frontier Airlines. I want you to know that Frontier Airlines cares about our passengers' experience. We apologized about the long delays involving the ***. please allow me to take over your case.
  
  I'm aware 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. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.
  
  We have a coupe scenarios where we provide a refund, 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. 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. Once the boarding gates at a location are closed, they can no longer be reopened by agents. This likely means the gates are locked, and a different process, such as an automated system the boarding time as reached.
  
  While reviewing your reservation XXXXX, I noticed that a charge dispute was filed with your bank on the payment made. 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 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: 05/11/2025

   
  Complaint: 23307329
  
  I am rejecting this response because:
  It hasnt provided me with the resolution Im seeking which is a refund for $115.98. Ive been a loyal customer with ******************** for a while now. The least you can do is give me a courtesy refund considering what Ive already been through and how much financial burden Ive had to incur because of it. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/08/2025

  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.

  Such a bad experience. I flew Frontier with my 15 year old grandson to attend my brother's funeral in **. We arrived in time without issue but received notice that our flight home on 4/18 from ************ would be delayed causing us to miss our connection in ******. I was told both at the ******************** and by Frontier's ****************** representative Ivy at the 800 number to go to ****** where they would rebook our flight home only to be told that there were no flights to **** for the next 3 days. We ended up having to rebook on American to get home for another $700. We experienced another another delay causing us to spend the night in ******* after we left ******. ********* only promised to refund $64 which hasn't been refunded as of this time. The wait time to speak with anyone is 1-3 hours. They didn't call me back when I opted to have them call back instead of waiting for a representative. Their CEO ***** ******* is unresponsive and I want more than $64 refunded at this point. I was also told in ************ that my $25 check in fee would be waived because I had to check a bag but it was not. I was charged $104 to check a bag plus $25 for check in. How can they stay in business with these practices?

  Business Response

  Date: 05/08/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand how important it is for you to receive a refund for your flight on XXXX from XXXX to XXXX and a $XXXX assistance fee. We understand your concern, as you were traveling back from XXXX with your XXXX-year-old grandson after attending your brother's funeral but were notified that your flight was delayed and you were assured that your flight would be rebooked. However, upon landing in XXXX, you were told that the next available flight was not until XXXX days later and you had no option but to book a new flight with a different airline for $XXXX, in which you experienced another delay in XXXX. We can see that your experience has been upsetting, as you were charged $XXXX in XXXX after being told that it would be waived, but you were charged a full amount of $XXXX to check a bag. You have been told that you will receive a refund of $XXXX, which has not been received, but this is not enough to compensate for your inconvenience and you have been unable to reach out to us because the wait to speak to a representative is XXXX hours. We sincerely apologize for the difficulties you encountered. We're also very sorry for your loss. We're here to help and we can assure you that we will do everything we can to provide a satisfactory resolution.
  
  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, according to our **************** Plan #** 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. For more information please visit our website ********************************************************************
  
  We have requested a refund for your flight XXXX, which is the unused portion of your reservation. The amount will be calculated by our revenue department and we will reach out once we have an update. This process can take up to XXXX business days.
  
  We understand that you decided to go ahead and travel with a different airline; however, we would like to point out that our Contract of Carriage, which you agreed to when completing a reservation with us, states: 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. Frontier may also offer a voucher, travel credit, or other form of compensation as an alternative to a refund.For more information, please visit our website *******************************************************************
  
  Moreover, we must kindly inform you that our agent assistance fee of $XXXX (per passenger) is non-refundable and a refund cannot be provided. This charge will apply to passengers who choose to utilize assistance from our airport agents. To save time and money and avoid this charge, passengers may check in on the website or mobile app, bring a printed or digital boarding pass, pre-purchase all products, and self-tag their bag. In this case, our agent assisted you in adding the checked bag fee and printing your boarding passes. For more information, please visit our website: **********************************************************
  
  As a one-time exception for this experience and disruption, we have issued you a $XXXX travel voucher per passenger. For your convenience, I have listed the voucher numbers below. These vouchers expire on XXXX. You do not have to fly before XXXX, but you must book your travel before the vouchers expire. Details and instructions about how to redeem the vouchers are at the bottom of this email. 
  
  XXXX: XXXX
  XXXX: XXXX
  
  If you have additional questions or concerns, please don't hesitate to contact us again.
  
  Regards,
  
  Customer Relations Specialist 
  ********************** 
  ************************************************  
  Just follow these simple steps to redeem your voucher: 
  1. Visit ******************************* and select your flight. 
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. 
  Its not redeemable for cash. 
  It must be booked within XXXX days from date of issue. 
  Note: There are no restrictions on travel date. 
  Its one-time use, meaning there will be no remaining value after redemption. 
  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. 
  The name on the new reservation must match the old reservation exactly. 
  Typically, our vouchers do not cover taxes or additional service fees (such as bags and seats) but this voucher can be used to cover the entire cost of your purchase 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23302140
  
  I am rejecting this response because: Your employees at multiple levels did not advise me of my options per your company policy regarding delays/cancelations and in fact they sent a senior traveling with a minor to a place where there were no flights for us to get home for 3 days. They mislead us and stranded us 1000 miles from home. I do not want a $200 voucher. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/08/2025

  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 a one way flight from *** to *** that was supposed to leave at 10pm. 30 mins after we were supposed to take off the pilot informed us that maintenance decided they needed to change a tire and we would be delayed by ~2 hours. All of 15 minutes later after we deplaned the flight was delayed until 11am the FOLLOWING morning.Despite this being a maintenance issue, Frontier decided this was an uncontrollable issue (usually reserved for weather events, labor strikes, etc.) and, as such, they didnt owe any of the passengers a hotel voucher. So, no hotel voucher, no earlier flight to be rebooked on to, and the gate agents literally ran away after they dropped the bad news on the passengers.Then, upon calling customer service they proceeded to tell they couldnt really do anything, everything would have to be done at the airport. I asked to speak to a manager and was put on hold for 45+ minutes. I will never fly Frontier again.If you charge $150 one way for a plastic seat fit for a kindergartener then you should also be prepared to compensate people for when your mistake causes them to miss work and other important events.

  Business Response

  Date: 05/08/2025

  Dear Ross  
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  
  
  Delays can be stressful and are never desirable, we are sorry the flight delay forced you to extend your trip, which had the unfortunate side effect of losing wages and you also missed an important event. Please accept my most sincere apology on behalf of Frontier airlines for all the disruptions this issue might have caused you. 
  

  The decision to delay or cancel a flight is not an easy one, we have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations, they decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.  
  
  We sincerely apologize for the confusion regarding the cause of the delay, our records indicate that the flight was initially flagged as being affected by a controllable delay by error, the delay was uncontrollable, and the flight was not eligible for any type of compensation or hotel voucher. 
  
  Nevertheless, while we are unable to offer a reimbursement at this time, we can propose alternative resolutions, such as a voucher. Unfortunately, we find ourselves limited in offering additional options. 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 $XXXX voucher, that you can use for future travel as a one-time exception and customer service gesture.   
  
  Voucher Reference Code : XXXX; Passenger Name : XXXX; Expiry Date: XXXX
  
  You do not have to fly before XXXX, 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 XXXX days, but you do not have to fly within XXXX days. 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 days from date of issue. 
    Note: There are no restrictions on travel date. 
      Its one-time use, meaning there will be no remaining value after redemption. 
      It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. 
      Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. 
      The name on the new reservation must match the old reservation exactly. 
  
  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 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket or a full credit valid for XXXX years. 
  
  You also have the following options for re-accommodation to your destination or a sister-city: 
  -Move flight for no charge up to XXXX days out. 
  -Move unaffected flight no charge up to XXXX days out from the original return date. 
  -Move flights outside XXXX days, 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:05/07/2025

  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.

  Flight from *** to CUN on 4/12. Bags were lost for four days. When bags were delivered, one bag was completely damaged and items were missing from both of the bags my family checked. They replaced the damaged bag. Ive submitted receipts for expenses endured while the luggage was missing as well as receipts for reimbursement of the items missing from both bags:$542.96 missing $460.16 expenses I received email correspondence that I would get a check for $439.44- which doesnt even cover my expenses after they lost my luggage for four days. Ive called, emailed, and used Whats App and no one will help me.

  Business Response

  Date: 05/08/2025

  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 on your flight from XXXX to XXXX on XXXX, your bags were lost for XXXX days and when you received the bags XXXX bag was damaged and items were missing from both of the bags that your family checked. I understand that your damaged bag was replaced, and you submitted receipts for the additional expenses while the bag was missing, with a total of $XXXX for missing items and $XXXX for additional expenses, but you received a check for $XXXX. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *****. I thank you for taking your time to report this. 
  
  I am sorry that was your experience and appreciate you 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 in your flight XXXX to XXXX on XXXX, under the reservation XXXX.
  
  We have the record that the expenses for your delayed baggage have already been processed for $XXXX through a check. Your reimbursement check will be sent to XXXX. Please allow XXXX weeks for processing and delivery.
  
  However, the claim on missing items and your damage claim were transferred to ************************. A *************** Service specialist will contact you and be providing further assistance with your claim. Going forward, all communication will be with the *********************************** Should you need assistance prior to them contacting you please visit our customer web portal below. ********************************************************;
  
  Additionally, remember that you received a $XXXX travel voucher. The voucher expires on XXXX. 
  
  XXXX -  XXXX 
  
  This voucher is valid for XXXX days from date of issue. This voucher is non-refundable and is applicable to base fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before to expire. The name on the new reservation must match old reservation exactly.
  
  To redeem this voucher, please follow the next step:
  
  1. Visit ******************************* and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXX days for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  I am sorry once again for the inconvenience you had with your flight. It is not our desire to cause our customers any inconvenience.
  
  I recognize this does not change the time lost, but we hope you will choose to fly with us again.
  
  Regards,
   
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23300500
  
  I am rejecting this response because:
  
  It has not been explained why I was not fully reimbursed for my expenses. I would not have spend any of this money if my luggage had not been lost for four days  

  Additionally, my missing items claim was filed on 4/19/25, and no one has contacted me from Central Baggage nor responded to my messages in the portal they are directing me to use to contact the Office. No timeframe has been given to address the items that were removed from my baggage, and its been nearly a month. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/20/2025

  Hello *****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Believe me, I truly understand your frustration because even though you provided receipts for the expenses, you have not received the full refund of $XXXX. I am sorry that the refund did not cover the total costs. Keep in mind that Frontier only reimburses essential items that were purchased on the days that your bag was not with you. We apologize for any disappointment if this was not the outcome you were anticipating, *****. 
  
  We have the record that under the incident number ****XXXXXXXXXXXXXXXX, *********, has informed you some details about the process of your missing or stolen items from your checked bag. Please be assured that our team is working to provide you the best solution and we kindly ask you wait for a response from our team. Once they have a resolution, they will contact you as soon as possible.
  
  I hope this information is very helpful to you. If you have any additional questions, please do not hesitate to contact us again.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23300500
  
  I am rejecting this response because:

  I still have not been contacted by ************************ about my missing items reimbursement form that was submitted on 4/19/2025. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 06/10/2025

  Hello *****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns regarding your missing/interim expenses.
  
  I'd like to apologize because of all the experience you have been through with your bags and the fact that some of your items were stolen and the additional expenses you went through, not even mention the time you had to wait to be reunited with your bags. I understand how important your time, plans and money is for you. Believe me, this is even difficult for us since we would not like to affect you in any way.
  
  While I understand you have spent more than the amount honor which is $XXX, this amount will be adjusted base on depreciation determined by our ************************* As much as I'd like to assist you, our hands are tied and besides your check which takes 6 to 8 weeks to be received, we have upgrade your additional voucher.
  
  I have issued $XXX voucher valid for 90 days per passenger. Here are your new $XXX voucher valid until X/X/X per passenger:
  
  XXX ***** ********
  XXX ***** ********
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked within ** days from date of issue. Note: There are no restrictions on travel date.
     Its one-time use, meaning there will be no remaining value after redemption.
     It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
     Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
     The name on the new reservation must match the old reservation exactly.
     This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid ** days from X/X/X until X/X/X so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  I hope your reimbursement gets send as soon as possible and in case you want to check the voucher information please check your email. Although this may not return the experience, time and expenses you went through, I hope you will give us another chance in the future. 
  
  Thank you again for giving us the chance to address a little your concern and if you have any other question let me know.
  
  Have a great night!
  
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23300500
  
  I am rejecting this response because:

  The 434$ reimbursement was for the EXPENSES I endured while my bags were missing for four days.  A Frontier **** named *********, explained that missing items, travel expenses, and taxes were not included in that reimbursement.  She told me that Central Baggage would contact me about my missing items on the claim.  Central Baggage never contacted me. I am still waiting for reimbursement for the missing items that were stolen out of my bags.  

  On 5/13/2025, ********* emailed saying I never submitted the claim within 30 days for my missing items and the claim was closed, which is why Central Baggage never contacted me.  This information is false.  I submitted the claim on 4/19/2025.  ********* said that the claim was closed on 4/17/2025, which was also incorrect. I replied to her on 5/13/2025 with screenshots showing that I submitted the claim and it was still "open" on Frontier's website.  

   On 6/3/2025, I was told again by ********* that I never submitted the claim within 30 days for my missing items and the claim was closed, which is why Central Baggage never contacted me.  (Even though I provided screenshots on 5/13/2025 showing this was not true.) ********* also gave me a new claim number to submit for my missing items for Central Baggage.  All my missing items claims have been uploaded (for a second time) to this new claim number (CUNF909755904; Claim 34194).   

  I also emailed a Frontier *** named ****** (who contacted me after my BBB complaint) on 6/4/2025 since ********* was calling me "******" and I have no idea if she was confusing my claim with someone else or if I did need to fill out the new missing claim form.  ****** still has not replied to my email.  

  On 6/9/2025, I received an email saying my claim was closed because my items were "depreciated" which is inaccurate because several of those items were less than a month.  I was given 100$ vouchers.  I do not want vouchers.  I want my money reimbursed for the items that were stolen from my bag.  

  I received an email on 6/10/2025 that the original claim was closed, with no action. 

  This is all documented in the attachment. Frontier still owes me a reimbursement for the items that were STOLEN/MISSING from my bags.  

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