Business Profile

Airlines

Frontier Airlines, Inc.

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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

Customer Complaints Summary

6,423 total complaints in the last 3 years.
1,528 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.

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.
I got placed on orders for the military provided the correct documentation. I requested a refund they are not willing to give me a refund as requested asking for more documentation and I will only get airline credit. They are going against their own policy. ***** ***** Is very rude does not care about the military and the orders I have been placed on. I would like refund back to my original payment method.
Business Response
Date: 05/02/2025
Dear Tiaisha

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 were not able to travel as planed and that you are not satisfied with the credit given by previous representative, I appreciate the opportunity to provide information regarding our emergency event policy.

We must inform that your reservation is not eligible for a refund or a credit, the economy fare purchased is non-refundable, after canceling this flight normal cancellation fees apply.
In the event of an emergency, you may be eligible for a fee waiver; supporting documentation is required, and if approved, you will not receive a refund but a full credit for future use that will expire in XXXX year.

Eligibility is based on Immediate family members include a spouse, domestic partner, children, parents, siblings, grandparents, grandchildren, aunts, uncles, nieces, and nephews. Eligibility applies whether the relationship is biological, adoptive, step, in-law or domestic partner, ******, or ****/legal guardian.
For more information and to find the document submission form please visit the following link. (Emergency Events)
********************************************************************************;

We were able to verify that your fee waiver was granted, after waiving all the cancellation fees we awarded you a credit in the amount of $XXXX which is the full cost of your ticket, your 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 year redemption period and must be redeemed prior to the expiration date. However, travel can be booked as far out as Frontiers published schedule allows (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 Airline, we appreciate your patience and hope to service your travel needs under better circumstances in the future.
Sincerely,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/29/2025
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.
Trip DFZIMW Flight F9 1402 DEN to BNA I booked this flight and paid extra for an exit row seat. At the airport prior to departure, the plane type was changed. This new plane type meant that my seat was no longer an upgraded seat. It was a regular cramped seat. I paid for this upgrade to complete work on the flight. I selected on the map, indicting exit row, accepted the exit row restrictions, and it was clearly marked as extra room premium upgraded seat in exit row. I asked the crew why when the type was changed that those that upgraded their seats were not placed in the correct positions. They said to contact customer service and that "a refund will be easy and quick".I contacted support, they said they dont even see a plane change. They required me to fill out a linked refund request form. That resulted in a response denying the refund.This is unacceptable. I accepted that changes happen, but it is Frontier's responsibility to refund for services paid for but not provided.I expect a refund of this cost and training to be provided to customer support.
Business Response
Date: 05/02/2025
Dear Phillip

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 you were unable to utilize your previously purchased seats, we are also sorry to know that your refund request was denied by previous representatives, please know that this is not the type of service we aim to provide to our valuable customers. We recognize that your comfort during travel is a top priority, which is why you bought your seat in the first place, and that it must be frustrating to be unable to use it. We apologize for any inconvenience caused by the seating arrangement; it is not our goal to make our customers feel uncomfortable.

Your former seat was supposed to be in the exit row, but the seating was changed on certain aircraft as a result of a change in seating arrangements.
Due to the seat movement, affected passengers are eligible for a refund for the difference in cost between the purchased seat and the new one.

We have refunded the amount of $**** to the **** Card ending in ****. Please allow **** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to your account.

Thank you for reaching out to Frontier Airlines regarding your seat selection, we appreciate your patience and understanding and hope to continue meeting your travel needs under better circumstances in the future.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/02/2025

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:04/29/2025
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 Airlines overbooked flight 3174 from ****** to ******* on Sunday 4/27/25. As a result, they kicked 6 paying customers off the flight. They offered these passengers $700 for getting off the flight, my wife was one of the passengers. Once my wife was off the flight, the airlines then said they would only offer $400. They then only refunded the flight at a total cost of $89.98. According to the ****************************, my was was supposed to receive written documentation stating your rights and an explanation as to why she could not board. This was never provided. Furthermore, per the **** passengers who find themselves in this situation are entitled to a 400% refund if the replacement flight offered is over 2 hours from the initial flights departure. Nobody said sorry, customer service referred to help and was extremely rude. This airline has no business being in business the way they extort and treat customers and lie to their faces.
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 flight XXXX from XXXX to XXXX on XXXX was overbooked, which caused your wife to be bumped from this flight and she was offered a $XXXX travel voucher. However, when she was off the plane, she was told that only a $XXXX voucher would be issued and she only received a refund of $XXXX and she was supposed to receive XXXX% if the replacement flight is offered two hours later. We understand your frustration, as nobody said sorry nor provided her written documentation for this disruption according to the ***. 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.

We must kindly inform you that our records do not show that a voucher or compensation for denied boarding has been issued. For this reason, we have escalated ********** reservation to our Day of Departure team for more information. If compensation is due, they will be the ones issuing this compensation for her. This process can take up to ** business days and we will reach back as soon as we have an update.

At this time, a full refund of $XXXX has been issued to the card ending in XXXX. Please allow ** business days for the airline to process the refund. It may take a few more days, depending on your bank's processing time.

If you have additional questions or concerns, please don't hesitate to contact us again.

Regards,

Customer Relations
**********************
Initial Complaint
Date:04/29/2025
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 have has the worst experience flying frontier airlines. We arrived to ****** and waited three hours for our luggage. My luggage was severely damaged and had damage to the frame when I received it. They make it impossible to file a claim on baggage and they tell me there is nothing they can do. Now they are not responding to are letter to take them to small claims court. This company has beyond horrible customer service. Now I want all the money I have spent on this flight and time I have wasted trying to resolve everything. We flew on March 13th and I have got nowhere.
Business Response
Date: 05/01/2025
Hello ****,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I understand your frustration because when you arrived at XXXX, you waited three hours for your bag, but when you received your bag, it was damaged and even though you filed the claim, you did not receive assistance. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, ****. 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 order to check your flight information, please provide us the additional details:

Two of the following:

- 6-digit alphanumeric confirmation code
- First and last name of customer(s)
- Last 4 digits of the credit card on file

Or three of the following:

- Email address
- Phone number
- Address on the reservation
-Travel agency
-Flight Number
-Date of Birthday

We look forward to hearing from you soon.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/29/2025
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 Feb 22, I contacted Frontier Airlines about a Platinum status upgrade challenge. After reviewing my account, a trained *** confirmed I qualified and guaranteed the upgrade would be applied. The challenge required earning 20k points before April 30. I earned over 10k in 2024 after registering and another 10k+ in 2025, meeting the terms. Despite this, my status was never upgraded. Ive followed up several times and received conflicting answers or no response. I made travel and loyalty decisions based on this assurance. This is a breach of trust and feels like bait-and-switch behavior from official ***resentatives. Im requesting the promised Platinum upgrade or fair compensation for the lost value and misleading conduct. This has caused ongoing frustration and 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.

I understand your concern because on ****, you contacted Frontier Airlines about a Platinum Status, and the representative confirmed you qualified and guaranteed the upgrade would be applied, because you earned over **** miles in **** after registering and another **** miles in ****, but you did not receive the status update on your account and have received confusing and contradictory responses. I really appreciate all the information, and the screenshots provided as evidence. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *********. I am sorry for the confusion in the information you received. 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 your account **** you have accrued a total of **** Elite Miles. Please note that the **** Elite miles received were as a benefit of your silver status and these gifted miles do not qualify towards promotions such as the one requiring **** points for Platinum status. We must inform you that you have not met all the requirements to achieve Platinum status that is why the status has not been granted. ************************************************************************************;

We apologize for any disappointment if this was not the outcome you were anticipating.

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
**********************
Customer Answer
Date: 05/02/2025

Complaint: 23265136

I am rejecting this response because,

While I understand your explanation that the ****** gifted miles do not count toward Platinum status, I want to point out that your response clearly acknowledges that had those elite points counted, I would have met the required ******-point threshold. You also confirmed that a trained Loyalty Customer Specialist reviewed my account and guaranteed that I qualified for Platinum status. As someone who is neither a certified Frontier specialist nor a licensed attorney, it feels fundamentally unfair to be penalized for not interpreting nuanced or unclear termsespecially when a Frontier representative explicitly advised otherwise.

What makes this situation particularly troubling is that those same ****** gifted miles were counted toward my year-end Gold status, which also requires ****** Elite points. To apply the gifted miles selectivelyvalid for Gold but invalid for Platinumappears not only inconsistent but also misleading. This discrepancy undermines trust in the integrity of the loyalty program and the reliability of information provided by Frontiers own team members.

Let me reiterate: had I been correctly informed that the gifted points would not count toward Platinum, I would have taken proactive steps to earn the additional organic elite points needed. Instead, I relied on the specialists guidance and invested significant time and money in reaching this milestonebelieving in good faith that I had achieved the requirements.

Im not seeking an exception, but rather asking that Frontier honor the clear commitment made by your representative. Standing by what your trained staff communicated is not just about policyits about doing right by your loyal customers.

Thank you for reconsidering this matter. I genuinely hope to continue flying with Frontier, but I do ask that this be addressed fairly in light of the circumstances.

Sincerely,

********* ******
Initial Complaint
Date:04/29/2025
Type:Product 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 signed up for a Frontier Airlines account, referred to as Frontier Miles account, in early April 2025. After my flight, I decided I no longer wanted to have a Frontier Miles account. There is no way to cancel this account through their app, or their website. I called customer service on Thursday April 24, 2025 and spoke to an agent about closing and deleting my account. The agent said with enough inactive time the account would go "inactive." I told the agent I didn't want an inactive account, I wanted to close and delete my account. The agent then walked me though the process for deletion, which involved taking a screen-grab of my account, with my account information and account number, and noting it as "request deletion." I did this, and received an email on 4/24/25 stating that i would receive a reply within 48 hours. The incident number is: ******************-******. It is now 5 days later and still no action has been taken and I have not been contacted concerning the issue. I called customer service 4/28/25 and asked what the delay was, they said just keep waiting.I would like for Frontier Airlines to CLOSE and DELETE my account and information immediately.
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.

I understand that you have an active Frontier Miles account that you need to cancel, but you received the information that with sufficient inactivity the account would become inactive, but you want to close and delete your account, and you sent the requested information to continue the cancellation process to the incident number XXXX. I am sorry that was your experience and appreciate you bringing this to our attention. I'll definitely look into this situation for you, *****.

Let me kindly inform you that your Frontier Miles account will be deleted when you no longer use it. If you do not want the account active, you should not use it, *****.

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: 05/04/2025

Complaint: 23263967

I am rejecting this response because:
I have received an email from Frontier Airlines and it states,
"Let me kindly inform you that we have escalated your case to our loyalty department for further assistance to request cancellation of your account. We ask you allow 7 business days for a response from our loyalty department. Once we receive more details, we will contact you as soon as possible."
I am awaiting their response and the confirmation of my Frontier Miles account closure and deletion.

Sincerely,

***** *****
Business Response
Date: 05/14/2025
Hello *****,

We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.

I apologize that this process is taking longer than expected, *****, we would like to inform that we are still waiting for the confirmation from our loyalty department team, as soon as we have further details, we will let you know.

As a company, we apologize for all the inconvenience this situation may have caused you. Rest assured that we are working hard to provide you the best assistance, *****.

We appreciate your time, and we look forward for your understanding.

Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/14/2025

Complaint: 23263967

I am rejecting this response because:
The company did not offer any resolution, just more delays and an unwillingness to resolve the matter by closing the account.

Sincerely,

***** *****
Business Response
Date: 05/21/2025
Hello *****,

We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.

We respectfully inform you that your case has already been escalated and our loyalty department team is working on your request to cancel your Frontier Miles account. Rest assured that we are working hard to provide you the best assistance, *****. As soon as we have further details, we will let you know.

We apologize for the inconvenience, and I truly appreciate your time and understanding.

Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/21/2025

Complaint: 23263967

I am rejecting this response because:
The account is still not closed. It is unacceptable for a company to take this long to close an account.

Sincerely,

***** *****
Initial Complaint
Date:04/29/2025
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 flew with Frontier Airlines on a round-trip from ************** (SLC) to ******* (SEA) with my boyfriend. We prepaid for carry-on baggage and used the exact same bagssame size, same contentsfor both flights. Our carry-ons were accepted with no issue on the departing flight on 03/29/2025. However, on the return flight on 03/30/2025, we were told our bags no longer qualified as carry-ons and were forced to pay an additional $198 to check them in at the gate.Despite contacting Frontier multiple times to explain the inconsistency and request a refund, the airline has refused. They claim our bags exceeded size limits, even though nothing changed from the first flight. They also refuse to escalate the case or acknowledge that we paid for carry-ons we were not allowed to use.I am requesting a refund of the $198 baggage fee or, at the very least, reimbursement of the prepaid carry-on baggage fees that were not honored. I also believe this issue should be reviewed by a supervisor due to the inconsistent application of policy.
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.

I understand that you flew with Frontier Airlines on a round-trip from XXXX to XXXX with your boyfriend, and you prepaid for carry-on bags, and you used the same bags for both flights, and your luggage was fine on your outbound flight on XXXX, from XXXX to XXXX, but in your return flight on XXXX from XXXX to XXXX you had to pay $XXXX for your bags. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, ********.

We are disappointed to hear that your customer service experience was less than satisfactory at the airport. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. 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. We are escalating this to the station to ensure we are adequately staffed to prevent this from occurring in the future.

Our record indicates that under the reservation XXXX with the flight from XXXX to XXXX on XXXX, you paid $XXXX per passenger for a Gate Not Prepaid or Allowed Carry-On bag. Let me respectfully inform you that the airport personnel is required to check your bags and let our passengers know if they are either too big or overweight. Meaning, even if your personal bag measures 8''D x 18''W x 14''H (including handles, wheels, and straps), but it's over packed, altering its original size or measurements, they will require you to measure it, and if it does not go in and out smoothly or part of it comes out of the sizing container, they will charge additional fees. This information is stated on our website: "The size of your one included personal item will be checked during boarding. Items larger than the allowed dimensions are subject to an additional charge." In addition, please keep in mind that our bag fees are non-refundable. For more information, please visit our website ***************************************************************;

I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund. However, as an exception we processed a travel voucher for $XXXX per passenger. The vouchers expire on XXXX

XXXX - 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
**********************
Initial Complaint
Date:04/28/2025
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.
Complaint Date: May 1, 2025 Service Date: April 25, 2025 Flight Number: F9 685 (DCA ? DEN)Booking Reference: HKGD4E Complaint Details:On April 25, 2025, I boarded Flight F9 685 from *********************** to ******. The flight was delayed without clear explanation or timely updates, leaving passengers stranded at the gate. Once on board, both rear lavatories were closed, yet economy passengers were denied access to the forward restroom, causing severe discomfort on a full flight. Worse still, the cabin crew responded to every polite inquiry with hostile, unprofessional behavior. This trip fell far below any reasonable standard of service and violated the basic expectations of Frontiers Low Fares Done Right promise.Desired Resolution:1.Full refund of my ticket fare.2.$200 cash compensation (or equivalent credit) for the distress and inconvenience endured.3.A formal written apology acknowledging the failures in communication, maintenance, and crew conduct.I request that Frontier respond and resolve this complaint within 14 business days. If I do not receive a satisfactory response, I will escalate to the *********************************, initiate a chargeback with my credit-card issuer, and share my experience publicly.
Business Response
Date: 05/01/2025
Hello Claudius,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I am sorry to hear that your flight XXXX from XXXX to XXXX on XXXX delayed without clear explanation or timely updates. I understand your frustration because once you boarded the plane both rear lavatories were closed causing severe discomfort on your flight. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, Claudius. 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, Claudius.

We are disappointed to hear that your customer service experience was less than satisfactory. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention. Please be assured that all of the details of your complaint have been gathered and will be escalated to our management department to ensure your experience is not repeated. However, any actions against our personnel do remain confidential.

We have the record that under the reservation XXXX your flight from XXXX to XXXX with a connecting flight in XXXX on XXXX was boarded. Let me respectfully inform you that when a flight is delayed for more than ** hours, we can change the flight to the next flight available or we'll provide you, upon request, a full refund of any unused portion of your ticket. *************************************************************************;

I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund or cash compensation when a flight has already been boarded. However, as an exception, we processed a travel voucher for $XXXX. The voucher expires on XXXX.

XXXX - XXXX

This voucher is valid for ** 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 ** 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
**********************
Customer Answer
Date: 05/01/2025

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:04/28/2025
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.
Forced to Pay Extra After Prepaying for Bag Frontier Airlines Scammed Us at the Gate!!We had a terrible experience with Frontier Airlines at the ****************We arrived 80 minutes before departure to check in a bag for which we had already prepaid $80. After waiting in line, we were sent from one counter to another. At the second counter, a rude employee falsely claimed we were late and refused to process the bag, even though we clearly arrived with enough ******* the gate, employees **** and ***** forced us into a terrible choice: either pay an additional $25 immediately or be denied boarding. We pleaded with them multiple times, but they showed no interest in helping only in extorting more money from us. We were ultimately forced to pay the $25 just to board our flight, despite having already paid in advance.Frontier advertises low fares but then uses deceptive, unethical practices to force passengers to pay multiple hidden fees. Their staff at *************** were rude, unprofessional, and showed zero courtesy.Resolution Requested:I am requesting a full refund of the $25 forced charge, a written apology from Frontier Airlines, and assurance that this unethical behavior will be investigated and addressed.
Business Response
Date: 05/01/2025
Hello *****,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

We are disappointed to hear that your customer service experience was less than satisfactory at the airport with the agents **** and ****. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. I understand your frustration because when you arrived at the **** airport **** minutes before departure to check in your bag for which you paid $**** in advance, but you received the information that you were late, and you had to pay $**** to board the flight. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *****.

Your comments have been made available to Leadership for internal review and training opportunities, *****. Your feedback will handle it internally through appropriate channels. This may involve reviewing the feedback, analyzing the issues raised, and taking necessary actions to address them. We have processes in place to ensure that your feedback reaches the relevant departments or individuals who can effectively address the concerns raised.

Additionally, we understand the importance of following up on feedback to ensure that appropriate measures are taken to improve our services. While we may not be able to provide specific details on the internal actions taken, please be assured that your feedback will contribute to our continuous efforts to enhance the passenger experience.

We have the record that under the reservation **** you in your flight from **** to **** on **** you paid $**** for Agent assist fee pre-paid. We always recommend to the passengers to be in the airport at least two/three hours before the flight so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and gates, 20 minutes before the flight.

Pre-paid Airport Agent Assistance Charge: Up to $**** per passenger, per direction (Non-Refundable). A charge will apply for passengers who choose to utilize assistance from our airport agents. To save time, 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. ***************************************************************;

I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund. However, as an exception, we processed a voucher for $**** per passenger. The vouchers expire on ****.

**** -****
**** -****
**** -****
This voucher is valid for **** 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 **** 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:04/28/2025
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 Frontier flight# **** from ********* to *** on 4/27/2025 and my confirmation number was CHMZRA. I checked in with through Frontier app and I was assigned a seat number and issued a boarding pass with a seat number in advance. On the time of boarding I was told that there the flight was over booked and I did not have a seat assigned though I had a seat number assigned with a boarding pass. They make me wait on the side and finally said I cannot board the flight as there was no seat available Next the agent who was very rude told me that she can book me on a mid night flight to which I agreed, but later she told me that there was no availability in the later flight as well. She did not offer me any alternative.I had to book on another Airlines flight which cost me $478.48. I reached home and then got in touch with Frontier Airlines representative, but all they offered me was a refund of my original payment to Frontier. I was not offered any compensation or any travel credit for further use. They simply said, they cannot help me. I am attaching the boarding pass and receipt of amount I paid to another airlines
Business Response
Date: 05/01/2025
Hello *****,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I understand your concern because your flight XXXX from XXXX to XXXX on XXXX was oversold, and you were unable to travel as planned even though you received a seat assignment, but on the time of boarding you were told that there the flight was oversold, and you did not have a seat assigned and even though they changed your flight, they informed you that there were no seats available and you were forced to booked a flight with another airlines for $XXXX, and you only received the refund for your missed flight with Frontier Airlines. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, Rajiv. 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, *****.

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, *****. 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 your refund for the flight was processed for $XXXX to your card ending XXXX. Please allow ** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

Let me respectfully inform you that for better assistance we have escalated your case to the station. We ask you allow ** business days for a response from our team. Once we receive the information from the station, we will contact you as soon as possible to give you better assistance.

As a company, we apologize for all the inconvenience this situation may have caused you.

We appreciate your time, and we look forward for your understanding.

Regards,
Customer Relations
Frontier Airlines
Customer Answer
Date: 05/01/2025

Complaint: 23259186

I am rejecting this response because: As stated earlier I should get a refund for what I paid to other airline so that I could fly back home after Frontier decided to leave me stranded at *****************. I need to see an additional refund of $478.48
Frontier has only refunded me amount I paid to them. They are liable to reimburse my ticket which I booked with another carrier.

Sincerely,

***** ******

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