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Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 6,418 total complaints in the last 3 years.
    • 1,608 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      March 2025, I was issued a voucher by Frontier Airlines valued at $250 for future flight on their Airlines. I attempted to use the voucher in May/June 2025 at least 3 times for travel from ********* to **** and with each attempt to book the flight valued at $142, the automated system would only apply part of the value of the voucher towards my flight; leaving me to pay a balance. The voucher can clearly cover the full cost of the flight, but I was unable to make it happen. I chatted/texted **************** twice to understand why I was unable to apply the full value of the voucher towards my flight, but the Resolution Specialist could not explain what was wrong. One Specialist suggested the problem was with my computer history, cache and cookies. They attempted to recreate my steps for booking using the voucher and got the same outcome. They offered to cancel the existing voucher and issue a new one, but I didn't believe it would help and would likely result in the only voucher issued would be deleted. They could never explain why the existing voucher would not apply full value, or that there was a problem. I objected to the new voucher citing no explanation for why full value did not get applied. The other Specialist suggested trying again later and contacting them again if it didn't work. This Specialist claimed to search for the voucher but later requested details that confirmed they never saw the voucher they were supposed to be assisting me with. This all began because Frontier bumped me off a flight due to mechanical problems and no comparable-sized aircrafts were available. No other flights were available via Frontier that day, so it was "Sorry, ******** or find another airline (which I did). My trust in Frontier is zero, but I didn;t want to waste the voucher I had already paid for. I am disappointed **************** and the vouchers issued are so useless, and there is no way of getting appropriate service when the problem is their fault.

    • Initial Complaint

      Date:06/15/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Con #1 On February 27, 2025 at *** I was denied boarding for my flight to ***(UYFIFI). The boarding doors were closed early. Therefore, I was not allowed to fly. Even with the flight being shown as delayed, the gate agent refused to allow me on to the flight. Money wasted on my flight and car rental in *******. I also missed my appointment that I had scheduled for that day. To date, NO resolution.Con #2 On June 14, 2025 at *** I went to the check-in counter to purchase a ticket. I waited patiently for my turn. When I was next to be called, a male employee that was not servicing any customers appeared and asked if I wanted to purchase a ticket. I said, yes. He then stated that they were not selling tickets anymore. I asked what are the hours in which tickets are sold? He replied that it varies, but usually at 10pm. I looked at my watch because I knew it was not yet 10 PM. At which point he said when they (Frontier) have delays they don't sell tickets. Even though there were only 2-3 people in line behind me and with two other agents servicing customers.There was no sign stating that tickets were not being sold. No agent advised me of this when I joined the line. This is not the first time that I have been met with resistance when attempting to buy a ticket from a Frontier check-in counter. I doubt that it will be the last as it appears to be a systemic policy to prevent customers from buying tickets at the airport in order to extract as much money from the flying public as possible. One lie after another as to why a ticket will not be sold. When does it end???

    • Initial Complaint

      Date:06/15/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Involuntary Denied Boarding?Flight: F9 1184 (LAX?LAS, May 23, 2025, 7:45 PM)I Held confirmed $138.98 ticket and arrived at boarding gate 2+ hours pre-departure.I was denied boarding due to OVERBOOKING (staff verbal admission)This is Not voluntary and i was issued with a refund card.The staff is unprofessional conduct toward international traveler ?Losses:??Emergency Delta ticket: $222.48.Missed pre-paid activities (arrival: 12:30 AM vs. 9:00 PM)Frontier falsely labeled "no-show".According to DOT Violation (14 CFR *****) I require:Full refund ($138.98) and reimbursement of emergency ticket $222.48.Compensation up to $1,550 Written acknowledgment of: ********************** Correction of "no-show" record Substantive response within 10 business days Sincerely,****** ****

    • Initial Complaint

      Date:06/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 this complaint regarding an unresolved issue with Frontier Airlines that has caused significant inconvenience and wasted time. I am a holder of the Frontier World Mastercard, and for several weeks, I have been trying to link this card to my Frontier Miles account. Despite multiple attempts, the linking is not functioning correctly, and as a result, I have been unable to access the miles and benefits associated with my account.I have made repeated calls to Frontier customer support, and on one particular day, I was on calls for more than 4 hours, being transferred between departments without any resolution. Representatives ultimately no action was taken to resolve it.This has caused me not only frustration and stress, but also a loss of time and trust in the brand. The inability to resolve a basic technical issue with linking a credit card to a miles accountespecially for a loyal customershows serious customer service gaps.Due to the significant time lost, the failure to resolve my issue after extensive effort on my part, and the lack of effective support, I am requesting a compensation of $1000 for the inconvenience, lost time, and disruption caused . Need my issue to be fixed and also get compensated for the same.

    • Initial Complaint

      Date:06/14/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased plane tickets for me and my two kids at the end of March to go from ********** to ***** to visit a friend. purchased the tickets through a third-party website called trip and *************. I only do nonstop flights I have a 10 and a six-year-old and they are little and its too much for me to handle by myself with layovers. I always make it very clear. I have to have a nonstop flight. I purchased the tickets no problems that I have a bunch of fraud on my credit card from Frontier Airlines being hacked and I investigate my tickets morethoroughly come to find out when I look at frontier website it shows I have a nine hour layover. I have the original copy of myemail with the flight number and the original tickets with the times. I have proof to show that I have emailed the company trying to resolve this issue and they have not reached back out and its about a month. I have called them but on hold for over three hours got through to no one. I am not able to even change ticket times because they will not get a hold of me and I cant get a hold of them. At this point, Im just demanding refund because theres no way to change the flights at this point in time and Im not getting what I paid for. Its not like were talking an hour layover. Its nine hours with two little kids that is not possible.

    • Initial Complaint

      Date:06/14/2025

      Type:Product Issues
      Status:
      Unanswered
      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 flight to ******* which included a connecting flight to ******* at 6:30 am on the 13th of June 2025. My flight was cancelled and there was no notification or email sent until after the time of the flight. This caused me to waste $143 on taxi fare to the airport which could've been prevented if I was notified on time. After reaching out to frontier, I was told that I will not be given proper compensation for this mistake according to their policy.

    • Initial Complaint

      Date:06/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/8/2024, Frontier Flight 2146 from ********* to ******* was cancelled due to flight crew regulations. The flight was supposed to depart at 3pm PST but a delayed announcement was made at 2:10pm PST that the flight would now be departing at 4pm. It was then delayed until 4:45pm. At 3:35pm PST, a flight cancellation announcement was made while the plane was at the gate. We were told to go to the Frontier ************** to get on another flight. Only a handful of people were at the ticket counter when the representative came out and announced that the next flight would be on Tuesday June 10th and offered $100 voucher and one night hotel. When asked if Frontier would compensate for another flight home she stated No and basically dismissed and was very off putting.The compensation offered was a 1 night hotel stay, $100 voucher for each of us and flight either midnight on Tuesday with 6 hr overlay in ******* or Wednesday morning with 18 hour delay in *******. There was no attempt at all to try to assist in finding flight on another airline home in a reasonable amount of time.I complained to the Frontier customer service on 6/14/25 asking for reimbursement of an additional $658.40 for flight home on Delta at midnight Sunday for my husband and myself (flight home was $946.36 plus $15 Travelocity and we only received $287.96 from Frontier flight refund). Frontier denied any additional reimbursement and feels $100 voucher and initial ticket price is reasonable. This was not a weather related delay, they didn't have enough crew. The plane was just sitting there. If I would have stayed for the Tuesday midnight Frontier flight, that would be a minimum of 2 additonal days off work for the 2 of us, at least 1 night hotel out of my pocket, PLUS meals for Sunday dinner, Monday, and Tuesday. I don't think stranding a customer for over 48 hours is reasonable.

    • Initial Complaint

      Date:06/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My family and I had a flight booked with frontiers airline on june 12, 2025. Our flight got canceled at 8:10pm. The workers from frontier told my family to scan a code to get a refund for our flight. And then get in line to get a hotel voucher since we are not from ************* and we needed a place to stay till our next flight. Once we got to the front of the line the supervisor was completely rude saying that they cant do anything to help us that it was our problem to figure out where to stay. When we didnt cancel our flight it was canceled by them. They told us to go to the ticket area to figure it out. As we get it the ticket area **** was extremely rude and told us that it was our problem not theres. As my toddler was crying because he was scared of all the commotion. I asked to speak to a supervisor and another lady whom didnt want to provide me with her name looked at us and said she wont help us. I contacted customer service and they hung up on me saying its not there problem to help me because the flight was canceled. But all I did was listen to instructions I was given by the workers from frontier. Which later said they never said anything. I was stranded at the airport with my child for hours with no help. This was the most stressful and frustrating experience ever for my child and myself.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 canceled my flight without reason and I had a emergency situation to attend to. I was on hold for 2 hours trying to get them to help accommodate me with a voucher for another airlines constantly asking to speak to a manager and was hung up on. I lost work because of this ,I lost partial money from the cancelation *** had to figure away to get help with my emergency on my own. I asked for a full refund due to them not helping with a voucher and not giving me a reason on why my flight was canceled and they refused to help me and again eventually just hung up on me.

    • Initial Complaint

      Date:06/13/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Confirmation #: FRONTIER: ZEULMM I have been trying to work with their customer service team for 2 days and no one is getting back to me. Frontier changed my original flight I purchased. I have been trying to modify my trip. Frontier will only allow you to chat with them regarding issues. The chat takes an hour for someone to even respond AND THEN THEY CANCEL THE CHAT. The minute you get connected the chat ends.I need immediate assistance as my flight leaves in 12 days.

      Business Response

      Date: 06/24/2025

      Hi Taylor,

      We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your unexpected schedule change your flight has suffer. I'll be more than glad to assist you today.

      Thank you so much for your patience! We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.

      I'd like to apologize because of the schedule change your plans had suffer, from a direct flight X to X now to a connecting flight from X then to X and finally arriving to X. I understand how important your time, money and plans are for you; believe me, this is even difficult for us since we would not like to affect your plans in any way.

      After checking your reservation we most definitely can change your departure flight, have you check the options available? If not, as previously discuss:

      We can move it X days in advance at no cost
      We can cancel it and give you the funds back or a travel credit valid for X years.

      Let me know if you want a morning, afternoon or night flight, please.

      I'll wait for your reply, thank you in advance.
       
      Kind regards,

      Sigmund.
      Customer Relations Specialist
      Frontier Airlines

    Frontier Airlines, Inc. is NOT a BBB Accredited Business.

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