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/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines, Inc.

  1 Harborside Dr. Suite 200S Boston, MA 02128

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

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:05/03/2025

  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 was booked on flight F9 2416 confirmation number W9V43 on March 22nd. I was bumped from this flight simply because I was flying solo. I thankfully got on. My seat was 10b and then 18f. I booked this reservation in March. I checked in on time. How can I lose my seat and my reservation because Frontier over sold a flight? How can i be discriminated against for flying by myself? Everyone who originally got bumped were all solo flyers. No families, no pairs of people...just the solos. I fly with Frontier at least 5 to 6 round-trip flights a year. I have elite status. Frontier is actually the only airline I use but if this is going to be an ongoing issue I'm not sure I'll continue to fly Frontier because i generally fly solo and it's quite stressful to be put in this situation. It was extremely stressful waiting to see if I would make the flight i paid for. I dont understand why you sell seats for flights over sold. As much as I fly with Frontier i don't understand why I was chosen to be bumped which thankfully didn't happen until the last minute. I'd like to receive a voucher for the stress and incompetence that flight was over booked and the discrimination because I was a solo flier. Frontier *********** account frequent flier number

  Business Response

  Date: 05/06/2025

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We really appreciate your preference for Frontier Airlines, ****. 
  
  I understand your concern regarding your bad experience on your flight XXXX since you were denied boarding due to overbooking even though you had seat XXXX but at the last minute you were able to board the flight, and you received the seat XXXX. I understand your frustration because all passengers who were denied boarding were traveling alone, and you checked in on time. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, ****. We strive to get our passengers to their final destination as timely as possible, and I can only assure you these are not the standards we strive to maintain. Please accept my deepest apologies for all the inconvenience this situation may have caused you, ****. 
  
  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.
  
  We have the record that under the reservation XXXX you boarded the flight XXXX from XXXX to XXXX on XXXX. Let me respectfully inform you that you can view this information on the ********************************* website, a legal organization overseen by the **************** Fly Rights | ******************************* In the section "Involuntary Bumping," it specifies the following: 
    
  Airlines set their own "boarding priorities" -- the order in which they will bump different categories of passengers in an oversale situation. When a flight is oversold and there are not enough volunteers, some airlines bump passengers with the lowest fares first. Others bump the last passengers to check in. Once you have purchased your ticket, the most effective way to reduce the risk of being bumped is to get to the airport early. For passengers in the same fare class the last passengers to check in are usually the first to be bumped, even if they have met the check-in deadline. Allow extra time; assume that the roads are backed up, the parking lot is full, and there is a long line at the check-in counter.
  
  We value you as a customer, ****, as an exception, we processed a travel voucher for $XXXX. The voucher expires on XXXX. 
  
  XXXX - XXXX

  This voucher is valid for XXXX days from date of issue. This voucher is non-refundable and is applicable to full fare (covers the airfare and additional fees such as bags, seats, taxes, etc.). Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before to expire. The name on the new reservation must match old reservation exactly.
  
  To redeem this voucher, please follow the next step:
  
  1. Visit ******************************* and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXX days for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/02/2025

  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.

  Myself, my husband and my young child were scheduled to leave ******************** using Frontier Airlines on April 17 around 11 oclock in the morning. Once we all boarded the plane, we were told due to crew scheduling issues, We will have to return to the gate and everyone will have to get off the plane. Sitting back in the airport, we were told the next flight would not be leaving until 10 oclock that night. Flight attendant told us we were eligible for a refund or we could take the next flight or rebook. We also received an email this day telling us we are eligible for a refund and apologizing for all the delay due to crew scheduling. We decided to get a refund. The woman said we would receive an email and that my refund had been processed. We had to wait for luggage and we were at the airport until about 5 oclock that night. We finally got our luggage off the plane and went to our car where we had to pay $70 parking for the day even though we did not get to our destination. I called Frontier Airlines at this time to make sure our refund was processed and the representative told me it was and that we would receive our funds in 5 to 7 business days. At that time we booked a different flight with a different airline at a different airport for the next day. We never received a refund or an email. And when I called 3 days ago, I was told we would not be getting a refund and it was denied because the flight was not delayed more than four hours. This is not true information. The flight was in fact delayed over 12 hours and ended up not leaving that night until almost midnight after more delays. I explained this to the representative and he told me thats all the information they have and they could escalate the issue and have somebody call me back, but nobody has ever called me back and I was told that my refund was denied. I have an email saying Im eligible for a refund. We lost out on car rental cost, parking, flight cost and a day of vacation and work.

  Business Response

  Date: 05/03/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that you're requesting a full refund for your flight on XXXX from XXXX to XXXX. 
  
  We understand your concern as you, your husband and your young child were traveling together at XXXX, but your flight was delayed due to XXXX and you had to get back to the gate and ******* the plane. You were told that the next flight would be departing at XXXX, which did not work for you and you were told that a refund could be provided and you also received this information email, which you agreed to. As a result, you had to wait for your bags and were at the airport until XXXX and proceeded to rebook your flight the next day with a different airline and incur a $XXXX parking fee. We can see that your experience has been frustrating, as you were told your refund would be received within XXXX business days but was never processed and now you're being told that it cannot be processed because the flight was not delayed for more than XXXX hours. However, your flight was delayed over XXXX hours and this information is confusing and upsetting as you lost your rental car, parking, flight cost, a day of vacation and work. We sincerely apologize for the difficulties you encountered. 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. 
  
  By reviewing our records, it shows that your flight on XXXX, XXXX, was delayed for more than XXXX hours. Our guidelines for cancellations, diversions, and delays are based on our **************** Plan #**. 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. For more information, please visit our website *************************************************************************;
  
  However, your reservation shows that your flight was boarded and that you did complete your trip, but did not use your return flight on XXXX and were tagged as a no-show. As per our Contract of Carriage, which you agreed to when you purchased your ticket, Section 3 Bullet B states: Frontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund will be due and Frontier will have no further liability. Numeral 6: Failure to Check In or Appear - The passenger fails to check-in for their flight within the required times or appear for boarding of that flight within the required times. (The ticket will be deemed to be a No-Show Cancellation (see Section 2.G) and canceled. All subsequent flights, including return flights, on the itinerary will also be treated as No-Show Cancellations (see Section 20)). For more information please visit our website *******************************************************************
  
  To further review your refund request, we kindly ask that you submit the receipt for the new flight you had to purchase with a different airline. Once we receive this information, we will be glad to further assist.
  
  Due to your flight delay, you were each issued a $XXXX travel voucher. 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
  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. 
  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.  

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23279311
  
  I am rejecting this response because:
  
  The information is incorrect. My flight was delayed for more than 12 hours. I had requested a refund and left the airport prior to it taking off 12 hours later. In the response, Frontier Airlines states I did complete my travel that day. This is not true. As many others did that were so inconvenienced by frontiers inability to schedule flight crew properly, I requested a refund after they had us get off the plane and back into the airport. The woman at the desk assured me my refund was processed, and there was no confirmation number she could give me because it is simply an email she sends to frontier. I confirmed this also on the next level down when I went to get my luggage with the frontier representative at the check-in counter. I also confirmed this on the way home from the airport when I called and spoke to a representative and they said they did indeed see that I put in for a refund and that my funds would be in my account in 5 to 7 days. I canceled my entire itinerary, my trip to ************ and my trip back from ************ to ******. I was told there was nothing more I needed to do And I received an email that same day, which is attached here stating the apology and that I am eligible for a refund. I was not a no-show on the return flight home. This is also incorrect. I canceled the entire round-trip flight and requested a refund, confirming With frontier representatives that this was In fact done. I double checked to make sure this was done properly and was told it was. There is a lot of conflicting information From frontier as well. I have contacted Frontier Airlines twice over the phone in the last weekand both times the representative told me something different was the reason for denial of my refund.  The first representative told me it was because my flight was not delayed more than three hours Even though he could clearly see in the system that it was delayed over 12 hours. Days later when I had to call back again because nobody From frontier returned my call, I was told by a different representative that its because they did not receive documentation which was an email that was sent to me saying Im eligible for a refund. I then sent the email as I also posted here. As much as these are ridiculous reasons, And completely unacceptable I still sent the documentation. The amount of time I have spent contacting frontier and sending in forms and speaking to representatives just to get my refund is ridiculous. This is terrible customer service and ******************** should be ashamed of themselves making a customer fight for the refund that they are eligible for all this time when it is frontiers fault that the flight crew was not staffed properly. I did not ask for myself and my family to sit in the airport the entire day waiting for frontier and I did not ask for my self or my family to lose a day of vacation and work. I also did not ask for my flight to be delayed over ************************************************************************************************** more . With the amount of inconvenience that this airline has caused its customers you would think they would be doing backflips to try and Make it right at the very least, not hold Back my money . After calling the first representative to find out why I had not received my refund and he told me that the flight was not delayed long enough, which was incorrect, He emailed me a $50 flight voucher. This is ridiculous. I will never fly frontier again and I do not need the fight voucher nor did I ask for it. I would like my funds back to me, which in total is close to $2000 That includes three round-trip tickets as well as oversize luggage cost. And it would be nice if frontier realized that they also should pay the $70 for the parking at ************** that I had to pay while my car sat in the parking lot all day because they could not schedule their staff properly. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/15/2025

  Hello *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  We're sorry to hear that this experience has caused distress as you've been going back and forth trying to find a resolution because you were told that your refund would be processed within XXXX business days by our flight attendant and customer service representative. We understand your frustration, as we should be able to see the database where it would show that you never completed your travel because the plane never took off and everyone unboarded the plane. Your description of this incident is concerning, and we can only assure you this is not the type of service we strive to provide. 
  
  We will be glad to review your refund request; however, we will need you to submit the receipts for the ticket you purchased with a different airline so we can further investigate. We kindly ask that you submit this at your convenience so we can further assist.
  
  If you have additional questions or concerns, please don't hesitate to contact us again.
  
  Regards,

  Customer Relations Specialist 

  Frontier Airlines

• Initial Complaint

  Date:05/02/2025

  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 arrived before an hour before the flight and the team at the frontier desk has already left for the gate. I also tried to check in several times that morning but their system kept rejecting me at the last step. This is the SECOND time the pdx frontier staff has left before the appointed time causing stress and ruining plans for their patrons. In the past I have used frontier without a problem through their online system, but if the system is down or experiencing issues the passenger has no options from frontier to claim the ticket they paid for It would cost them nothing to wait the full hour before the flight, but they would rather rip off and inconvenience people. There was no one at the desk 1 hour prior to the flight and no one accountable for the airline.

  Business Response

  Date: 05/03/2025

  Dear Junhyeung  
  
  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 missed your flight as a result of missing the cutoff time for check-in. We understand that it might be difficult to accept the check-in procedure and the deadlines that must be fulfilled in order to prevent these kinds of events, and we also understand how frustrating and disappointing it can be to miss a flight. Please accept my heartfelt apologies on behalf of Frontier Airlines for any inconvenience this incident has caused you. 
  
  Your refund request was received; however, we are deeply sorry to inform you that we are unable to honor it due to the late arrival, please be aware that the ticket counter closes 60 minutes before departure. 
  
  Unfortunately, there is no evidence in our system indicating that you had attempted to check-in on time. 
   
  You can check in on the Frontier app starting 24 hours before your flight departure time. We recommend you arrive at least 2 hours before departure to ensure you are checked in and at the gate by the cutoff times. You must have your boarding pass printed and any baggage checked by the following cutoff times: 
  Domestic Flights:  60 minutes before departure 
  International Flights:  60 minutes before departure 
  Please be at the gate and ready to board no later than 45 minutes before departure: *****************************************************************************************************************;
  
  Passenger who does not meet the minimum check-in time due to the late arrival of an inbound connecting flight operated by any other airline will be canceled and no refund or accommodation on another flight will be due unless available and purchased at the applicable price by the passenger When a passenger misses a flight, the value of the ticket is forfeited, and a new flight must be purchased. This policy applies to all issued tickets. For more information, please visit our Contract of Carriage found on the website: ************************************************************************;
  
  Nevertheless, we were able to verify that you received a credit from a chat agent as a one-time exception, your return flight is still active. The amount of $XXXX was given as a credit for future use, this credit will expire on XXXX. You do not have to fly before XXXX, but you must book your trip before the credit expires; details and instructions about how to redeem the credit are below. 
  
  To redeem your credit: 
  -Go to ***************************** 
  -Create a new reservation 
  -On the payment screen 
  -Click on the box that says "HAVE A FRONTIER CREDIT?        ADD FRONTIER CREDIT HERE." 
  -Enter confirmation code: XXXX
  -Enter email address: XXXX 
  
  If applicable, a credit card will be required for any residual value. 
  PLEASE NOTE: 
  
  *Credits are not redeemable for cash. 
  *Credits are most often issued with XXXX redemption period and must be redeemed prior to the expiration date.  However, travel can be booked as far out as Frontiers published schedule allows (use a credit that expires this month to book travel departing in 6 months).  Based upon the terms and conditions, extensions are not allowed. 
  *Credits may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer with credit card. 
  *Credits are non-transferable and may only be redeemed in the name of the passenger to whom it was issued. 
  *The name on the new reservation using the credit must match the old reservation exactly. 
  
  For more information, please visit the following link: ******************************************************************************;
  
  Thank you for contacting Frontier Airlines, we appreciate your patience and hope to service your travel needs in the future. 
  
  Regards, 
  
  Customer Relations Specialist. 
  **********************. 

• Initial Complaint

  Date:05/01/2025

  Type:Billing 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 joined their Den program (subscription based) it was $60 a year before the cancelation date in 2024 I canceled it and closed my account. I was charged for the 2024 renewal I must have missed it on my credit card. I got a fraud alert on my card and they were trying to recharge for 2025. despite canceling and deleting my account OVER A YEAR ago. I chatted with an online *** to have my credit card removed from my account today. I logged back in and it is still on my account. So I deleted my account again and it is still showing. They will just continue to charge this fee over and over no matter how many times I call and complain.

  Business Response

  Date: 05/02/2025

  Dear Cecilia  
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.  
  
  We are sorry to hear that our system attempted to charge the Discount Den auto renewal despite the fact that you already deleted your account. Please accept my most sincere apology on behalf of Frontier Airlines for all the inconvenience this incident has caused. 
  
  I was able to verify that the payment failed to process, as a result the system itself remove the Discount Den Membership from your account and disabled the auto renewal, in additions to that the account is in process of being permanently deleted, you should no longer experience any issues with this account.
  
  We appreciate your patience and hope to continue to service your travel needs in the future.

  Sincerely, 
   
  Customer Relations 

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

• Initial Complaint

  Date:05/01/2025

  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.

  ON APRIL 19TH MY FLIGHT WAS TO TAKE OFF AT 5:30 WAS DELAYED TILL 6ISH BOARDED THE ***** WHERE I SAT FOR OVER 3 HOURS ASKED TO USE BATH WAS TOLD NO NO WATER OR FOOD WAS GIVEN TO US I WAS SITTING 2ND ROW WINDOW AS I TOLD THEM I HAVE A MEDICAL CONDITION THEY ENSURED ME WE WERE TAKING OFF SOON EVEN THE PILOT ( ********) TOLD ME NO WORRIES ************************************************************************************************ TO FAR AND IT WAS FAR BY THE TIME I GOT TO WHERE I WAS TOLD TO GO THEY SAID NO FLIGHTS TILL THURSDAY FIVE DAYS LATER AND ONLY GIVEN 1 *********** NO FOOD OR ANYTHING WAS GIVEN TO ME I HAVE MORE TO SAY IF SOMEONE CAN CALL ME ************

  Business Response

  Date: 05/02/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand your concern as your flight was delayed from XXXX until XXXX on XXXX from XXXX to XXXX, but once you boarded, you were inside the plane for XXXX hours without food or water and you asked if you could use the bathroom several times and were told no even though you explained that you have a medical condition. We understand your frustration as the pilot (XXXX) assured you that you would be taking off soon but the flight was canceled XXXX minutes later. As a result, you had to be rebooked until XXXX, which was XXXX later but you were only given one hotel night but no food or additional accommodations. We sincerely apologize for the difficulties you encountered. We're here to help and we can assure you that we will do everything we can to provide a satisfactory resolution.
  
  We must kindly inform you that we're not able to call you at this time. We do have phone service for ************* members and for customers contacting us within XXXX hours of travel. If you meet one of these requirements, you can call XXXX. For all other customers, we provide service 24/7 in our chat channel. We can also help via email and social media. For chat assistance, go to ********************************************************* and tap or click on "Let's Chat." You can also contact us through our social media platforms on ******** and ******* for help 24/7.
  
  Before addressing your concern, we would like to have more details your flight experience so we're assured that we've addressed all your inquiries. We kindly ask that you reply to this email with the additional information you wanted to provide.
  
  If you have additional questions or concerns, please don't hesitate to contact us again.
  
  Regards,
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 05/08/2025

   
  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:05/01/2025

  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.

  Hi, im complaining every time I travel with Frontie Airlines there's always a 2 hrs delay for traveling, also I paid extra too sit infront the front off Airplane, there was q service dog which i understand, the dog pooped on my shoe, the passenger never cleaned it up, the whole air plan smelled very bad, 4 hours of this smell, I would like a refund for 2 hour delay and dog issue, or a credit voucher for some of my airline travel, I know things happen in life but its an issue everytime I travel with Frontier Airlines thank you for listening

  Business Response

  Date: 05/06/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience you faced during your recent flight with Frontier Airlines. Your feedback is invaluable, and we appreciate you taking the time to bring these issues to our attention.
  
  I want to assure you that we will share your feedback with our management and flight attendants to help prevent similar situations in the future. We understand how frustrating it can be to deal with delays and uncomfortable circumstances during your travels, and we are committed to improving our service.
  
  Regarding your request for a refund, our records indicate that the flight was boarded and completed, which means the ticket value was used, so, no refund can be granted in this case. 
  
  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.
  
  Your travel vouchers will be valid for XXXX days that can be used to purchase a new flight with us. It does not mean you have to travel during those days; it means you have to make the purchase during those days. As a friendly reminder, your voucher covers the full fare, which means it can be used to purchase a flight, add bags, seats, and other ancillaries.
  
  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 | *******************************************************************************
  
  Once again, I apologize on behalf of our entire team for the inconvenience and frustration you encountered. We value your feedback and the opportunity to improve our services.
  
  Kind Regards,
   
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/07/2025

   
  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:05/01/2025

  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.

  Hello my husband and I booked a flight from ********* to ************** for ourselves and our 5 children who are minors to attend our daughter's volleyball tournament. Confirmation # VJDZVN and MKTLUH. Our son who is 10 was sent to the ** for appendicitis and required emergency surgery. Due to the children being young we weren't able to make the flight our daughter who is almost 18 was able to to catch her flight and she made to ************** without any issue. He had to stay in the hospital for a few days and unfortunately we weren't able to catch another flight out in enough time. With a family of 7 this had created a hardship on us financially as well. If there is any assistance you could offer in regards to a refund it would be greatly appreciated. I attempted to get a hold of a representative via chat and phone and there was extended wait times and I couldn't sit in the hospital on hold for an hour.

  Business Response

  Date: 05/08/2025

  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, we would like to express our deepest apologies for the distressing situation you and your family faced. We understand that your sons medical emergency and subsequent surgery created significant challenges, and we are truly sorry for the impact this had on your travel plans. The well-being of our passengers and their families is of utmost importance to us, and we regret any inconvenience this incident may have caused.

  On behalf of Frontier Airlines, I want to assure you that we take full ownership of the situation. We strive to provide our customers with the best possible service, and it is clear that we fell short in this instance. Your feedback is invaluable to us, and we are committed to addressing your concerns to improve our services in the future.

  In order to assist you further with your request for a refund, we kindly ask that you provide us with an official letter from your sons doctor. This letter should confirm that your family was unable to travel due to the medical emergency and must be signed by the physician. While we do not require specific details regarding your sons condition, having this documentation will help us process your request more efficiently.

  We understand that this is a difficult time for your family, and we appreciate your cooperation in providing the necessary documentation. Please feel free to reach out to us if you have any questions or need assistance in obtaining the letter.
  
  Thank you once again for your understanding and for bringing this matter to our attention. We look forward to resolving this issue for you and hope to have the opportunity to serve you better in the future.
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:05/01/2025

  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.

  We recently received an email from Frontier issuing travel vouchers for myself, ******* ******* and ****** *******. ******* ******* is my girlfriend and we live together. ****** will not be traveling with us in the near future, and we have asked Frontier to add the credit issued to ****** ******* in her travel voucher onto the vouchers issued for myself, ***** *******, and ******* *******. Ideally, we would like $400 vouchers for ***** and ******* to have this resolved.

  Business Response

  Date: 05/02/2025

  Dear Ruben   
  
  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 ****** will not be able to travel soon and will not be able to use the voucher given by previous representative. We received your request to replace the name on the voucher, unfortunately, we are unable to accommodate it. 

  Transferring a voucher to another traveler or changing its name is not permitted. Vouchers cannot be transferred. However, after completing the booking with the original voucher, you can pay the name change fee of $XXXX and change the booking name to a different person, please note that a fare difference payment may also apply. 

  For more information about our voucher policy please visit the following link **********************************************************;
  
  I would like to take the opportunity to share some information about our name change policy: If you need to change the name on your ticket prior to travel but plan to keep the same itinerary, you may do so by paying the following:  
  Any difference between the fare already paid and the current fare selling for the same itinerary. $XXXX name change fee.

  For more information, please visit the following link **********************************************************************************************;
  
  Follow these 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. 
  3.    Enter your voucher number in the field provided. 
  4.    Select Apply Voucher. 
  
  About your voucher: 
  
      It covers base fare Only (does not cover taxes, fees or ancillaries) 
      Its not redeemable for cash. 
      Within XXXX days of the date of issue, the voucher must be used to book travel 
      There are no restrictions on travel date. 
      Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount. 
      It may not cover the entire cost of the ticket you book. You must pay any remaining balance due. 
      Its not transferable. It may be redeemed only in the name of the passenger to whom it was issued. 
      The name on the new reservation must match the old reservation exactly. 
      It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges 
  
  Thank you for contacting us at Frontier Airlines about our voucher policies, We sincerely hope this information was useful 
  Regards, 
  
  Customer Relations Specialist

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

• Initial Complaint

  Date:04/30/2025

  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.

  on 4/19 I arrived at ***. **************************** at 5:10am for my flight to LV 7:29AM to be delayed until 5PM. There wasn't any Frontier employees at the gate to assist the passengers. I had to walk several gates down to find someone to get info. One of the Boarding clerks said the only available flight was a connection departing at 2:30 arriving in ** after 6:30PM. That flight wasn't helpful, because I was still going to miss my event that started that morning at 10:30AM and 2nd event 3:30PM. There was no info. given to us we just waited at the gate until someone arrived at scheduled boarding time. We were told the plane went to another Country and the delay can be sooner or later. Also, we would received a food voucher, that which I did receive. My son and I with other passengers waited in hope that they'll either be another plane to take us to our destination in time for us to enjoy our event. I requested a refund when I saw all hope was lost and Frontier booking us with another airline wasn't an option. We missed the entire 1st event and half of the 2nd event, my tickets were non-refundable. I had to spend more money with another airline so I didn't miss my event on Sunday and lose my Hotel booking. My son and I looked forward to this trip since last year, it was a graduation gift. For this trip to be ruined due to lack of planes and not giving earlier notice is very disappointing. I had some bad experiences with Frontier, most of the time it was weather related. This time in particular is unacceptable, and giving a food voucher and refunding my flight isn't enough compensation. I lost so much more money than what was given. My return flight back to ***. was also delayed 4hours+, spent 1hr30mns on the plane in ** due to computer issues without compensation. If Frontier has limited ****************** and can't accommodate their Customers they need to shut down, we deserve better. I want to be reimbursed in some form for financial **************

  Business Response

  Date: 05/02/2025

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that you're a reimbursement for your financial loss due to your flight delay on XXXX from XXXX to XXXX. 
  
  We can see that your experience has been frustrating, as you arrived at the airport at XXXX to be told that your flight would be delayed until XXXX and there were no agents available to request assistance and you had to walk down several gates to request information. We understand you're disappointed as you had planned this trip since last year and it was a graduation gift for your son and the only available flight at XXXX didn't work for you because your first event was at XXXX and your second event at XXXX. As a result, you had to rebook your flight with a different airline and request a refund because there was no information as to when another plane would be available but the refund does not compensate for the expenses you incurred. We understand that your experience has been upsetting as your return flight was also delayed for more than XXXX hours and you had to be on the plane for another hour and a half due to computer issues with no compensation. We sincerely apologize for the difficulties you encountered. 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, we must respectfully inform you that your reimbursement request has been denied as we're not liable for any prepaid expenses such as concert tickets, cruises, hotels, car rentals, etc. Additionally, we've confirmed that your return flight was not delayed for more than XXXX hours. Our guidelines for cancellations, diversions, and delays are based on our **************** Plan #**. If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. 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. For more information please visit our website ********************************************************************
  
  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 *******************************************************************
  
  Since your flight was delayed for more than XXXX hours, you received a refund of $XXXX, which is the cost of the unused portion of your ticket. Our timeframe for processing refunds is XXXX business days. It may take a few more days, depending on your bank's processing time.
  
  As a one-time exception for this 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.  

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a scheduled flight from ******* to *******. My confirmation code is WDTPKP unfortunately due to a personal emergency I was not to get on the flight however, my bags were already on the plane. I was told by the ******************* in ******* that my will be returned to the ************** at 1 AM this morning, which is Wednesday. I then go to the airport to retrieve my baggage, however, there was no frontier employee available to retrieve my baggage for me. I called customer service waited over an hour for a callback. to pay for parking filed a lost and found complaint through the airport. When frontier customer service did contact me back they told me that they know when I will be able to retrieve my baggage. they were not able to give me a timeframe of when I can claim my baggage. I live an hour away from the airport. I stayedat the airport for 2 1/2 hours hoping to get this resolved, however, frontier, customer service, and the supervisors at ******************** told me that I will just have to wait until a frontier employee comes to the ticket counter. They could not tell me when that timeor day would be. nobody at the *************** were able to retrieve my baggage, which contains a lot of of my personal items that cost quite a bit.

  Business Response

  Date: 05/02/2025

  Dear Megan  
   
  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 your bag was not returned to you at your final destination. We sincerely apologize for the inconvenience and frustration you experienced due to the missed flight. We understand how unsettling it can be to be without your belongings. 
  
  According to our records, you have an existing claim with the baggage department, your incident number is: XXXX 
  
  Our records indicate that the baggage department has been in contact with you to help you recover your bag, it is important that you maintain your lines open to receive updates, kindly discuss any further requests you may have with the agent managing your current claim. 
  
  Your reimbursement request was received, regretfully we will not be able to comply with it, your bag incident is not eligible for any type of compensation. Your check bag was labeled with voluntary separation. This situation is not covered by Frontier policy. Nevertheless, we will work with our team to find the way to reunite you with your belongings and for you to be able to pick them up at the airport. We want to assure you that we will take all necessary measures to prevent such incidents from happening in the future.
   
  Our ************************** will provide further assistance to locate your bag, we appreciate your patience in advance, please maintain your lines open. 
  
  We appreciate your patience as we work to resolve this issue. We are looking forward for your response. 

  Regards, 

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

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23271003
  
  I am rejecting this response because: I was told by a SeaTac frontier employee to wait by departure Drive door seven and call me back on the phone number that I have shown on the picture however, this person no longer answers the phone or has been responding to any of my communication. I am paying for parking and I am waiting to get my baggage still.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 05/15/2025

  Dear *****
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  We are sorry to know that the provided resolution did not meet your expectations. We are required to follow policies in good faith for all of our customers, so we feel compelled to extend our apology despite it being ineffective because we are unable to fulfill your request.

  Your bag incident is not eligible for any type of compensation. Your check bag was labeled with voluntary separation. This situation is not covered by Frontier policy.
  
  We were able to verify that your incident is already closed, and your bag was already return to you. 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 as we are always seeking ways to improve as an airline. We are confident your next experience with us will be a good one!
  
  Sincerely,
  
  Customer Relations

  Frontier Airlines