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

6,421 total complaints in the last 3 years.
1,528 complaints closed in the last 12 months.

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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:04/28/2025
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.
Airline checked baggage charged.3 bags were delayed, did not arrive for 24 hours after flight landed (came on another plane).I picked up 3 bags at the airport next day.Frontier is so incompetent, they still havent found 1 of 3 bags in their computer, so they refuse to refund the baggage charge for that bag (they did refund baggage charges for 2 of 3 bags).Seeing refund of $69 for one checked baggage charges charge.
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 you paid X checked bags that were delayed ** hours after flight landed, and you picked up X bags at the airport next day, but you only received a refund for X bags. 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. I'll definitely look into this situation for you.

We have the record that under the reservation XXXX with the flight XXXX from XXXX to XXXX on XXXX you paid X checked bags, but you reported X delayed bags, and the refund was processed for $XXXX to your card ending XXXX. Believe me, I understand your frustration since you did not receive your bags on the same day of your trip. As Frontier employees, we care about our customers and want you to choose our airline with confidence and as an exception, we processed the refund for the third bag for $XXXX. As a total you will receive $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.

I am sorry once again for the inconvenience you had with your bags. It is not our desire to cause our customers any inconvenience.

I truly hope that the inconvenience you encountered does not deter you from booking with Frontier in the future.

Regards,

Customer Relations Specialist
**********************
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.
Thank you for your assistance. I believe your involvement was instrumental to obtaining a resolution in this matter. I greatly appreciate your efforts.

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.
I am writing to formally express my deep disappointment and frustration regarding the treatment my husband and I received during our recent experience with Frontier Airlines. We encountered a situation that was both upsetting and unacceptable.We initially paid $254 in baggage fees after being informed by ************** that this amount would cover our bags for a round trip. However, upon our return, we were told we needed to pay an additional $128.05 to check our bags. When we attempted to calmly explain the misunderstanding and the information we were previously given, the staff on-site repeatedly interrupted us and refused to allow us to fully explain our situation.When we requested to speak with a supervisor, we expected a higher level of professionalism and assistance. Instead, the supervisor escalated the situation further, raising their voice, speaking to us in a condescending manner, and even threatening us with deportation if we did not "calm down." This behavior was not only unprofessional but deeply disrespectful and inappropriate.Additionally, we were charged agent assistance fees, despite ************** assuring us that we would not incur these charges, as we were unable to check in through the Frontier app due to an upgrade issue outside of our control.This experience has left us feeling mistreated, disrespected, and financially exploited. We trusted Frontier Airlines with our business and were instead met with hostility, misinformation, and additional unexpected costs.I respectfully request:A full investigation into this incident, A formal apology for the way we were treated ,A reimbursement of the additional $128.05 and the agent assistance fees, Clarification on your policy regarding staff conduct, guest information, and escalation procedures I hope Frontier Airlines takes this matter seriously and ensures no future customer is subjected to such ************** of Travel: 4/21-4/26 Flight Number(s) KJTLVK Reservation Code: K3A813FJ
Business Response
Date: 05/01/2025
Hello Kiari,

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 agent and supervisor. 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 you paid $XXXX for your bags, and you were informed by ************** that the amount would cover your bags for the round trip, but when you arrived at the airport you were charged for additional $XXXX for your checked bags and agent assistance. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, Kiari.

Your comments have been made available to Leadership for internal review and training opportunities, Kiari. 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 XXXX you paid $XXXX that included, your Economy bundle per passenger and per flight, $XX+$XX, that includes a Personal Item, Carry-On Bag, Standard Seat Selection, and No Change/Cancel Fee, and additionally, you paid a checked bag per passenger, $XX per bag only for your departure flight, XXXX from XXXX to XXXX on XXXX. ****************************************************************************;

Since your checked bag was not paid for your return flight, you paid $XXXX at the airport. $XXXX per bag and $XXXX for Agent assist fee prepaid.

Pre-paid Airport Agent Assistance Charge: Up to $XX 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. ***************************************************************;

We strongly recommend that you check out our Manage My Trip website at ******************************************************************************* You must enter your last name and the reservation code: XXXX. When you enter this information, a printer icon with the words "Print Confirmation" will appear. By selecting this option, you will be provided with a detailed receipt.

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 $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
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23257503

I am rejecting this response because:
We endured a traumatic experience and a travel voucher or miles to fly with them again are not even close to good enough. They did not acknowledge the fact that on 4/26 they're app was down and we had no other way to get our boarding pass but to go through an agent and we were told by their employees we would not be charged for agent fees due to their site being down. We were yelled at and threatened by a supervisor. We will never fly with them again and a refund needs to be offered.

Sincerely,

***** ********
Business Response
Date: 05/08/2025
Hello Kiari,

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

Believe me, I am sorry the inconvenience you experienced on your honeymoon flight. Your experience with the airport supervisor, XXXX, is unacceptable. 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.

I must respectfully inform you that the $XXXX agent assistance fee was for bags that were not added to your return flight in advance. We always recommend our customers add the additional services in advance online or through chat support to avoid additional charges at the airport.

We regret that your experience did not meet your expectations, but we must inform you that this is not a situation in which the airline offers a refund. ***************************************************************;

However, in exchange for your $XXXX voucher valid for XXXX days, we can offer you XXXX redeemable miles per passenger. In case you decide on XXXX miles, to add them to your account, we will need you to create an account with us by clicking on the "Sign up today" button (each passenger must create their own account).

After clicking on "Sign Up", fill out all the spaces under "Member Info" and "Contact Info" with your personal information as it is on your ID so everything matches when traveling. After you've filled out all the spaces, click "join now," and your account will be created. Once you've completed the steps, please get back to us and provide us with the following information:

- Member's account number
- Account first and last name
- Account phone number
- Account address
- Account email

Give us the chance to impress you on your next flight. We look forward to hearing from you soon.
Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/08/2025

Complaint: 23257503

I am rejecting this response because they have failed to acknowledge that we were charged for agent fees due to their website being down for 2 days and we were unable to check in advance. We were told we wouldn NOT be charged for agent fees due to the website being down. We were also told a week prior to our trip that the amount we paid covered round trip. We reject the voucher and we reject the travel miles being offered ! We do not want to travel with them again!

Sincerely,

***** ********
Initial Complaint
Date:04/27/2025
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 purchased a one way ticket from ****** to *****. Paid an extra $35 for an upgraded seat. I checked into my flight in the appropriate time. Was issued a boarding pass with a seat assignment. Upon arrive to the gate, I was denied boarding. The gate agent was rude and dismissive. The main gate agent told me I was placed on the Involuntarily Declined list, along with ***** other passengers. I was told that the flight was oversold and my seat had been given away. I purchased my seat, paid in full and paid for an upgraded seat. I have not received my money back for the upgraded seat, I was told I would receive a refund. The employees were all incredibly rude to all of us. We were at their mercy and they knew it. We all were treated horribly. I want a full refund.
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 understand your concern because you paid your seat for $XXXX, but when you arrived at the gate, you were denied boarding because you were placed on the Involuntarily Declined list, because the flight was oversold and even though you were offered a refund, you did not receive it. 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, ********.

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.

We have the record that under the reservation XXXX you boarded the flight XXXX from XXXX to XXXX on XXXX. I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund once a flight has already been boarded. However, since you did not receive the prepaid seat, we have processed your seat refund. You will receive $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.

I am sorry once again for the inconvenience you had with your flight. It is not our desire to cause our customers any inconvenience.

I truly hope that the inconvenience you encountered does not deter you from booking with Frontier in the future.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Frontier Airlines regarding my Uppababy Vista V2 double stroller (gate-checked, tag ******) on flight ****** from ******* (MCO) to ****** (***). Upon arrival in ******, I discovered the stroller was severely damaged, with the seat detached into two pieces, rendering it unusable. The stroller, valued at $1400, was mishandled during transit. I followed all gate-check procedures, and the stroller was in excellent condition when I checked ***** the airport, I immediately sought assistance from the gate agent, who informed me that no managers were available at 1 AM and advised me to file a complaint online the next morning. When I tried contacting customer service, I waited for over an hour on hold, only to receive no response. The website then instructed me to file the complaint in person, which was no longer possible due to the circumstances at the airport.Frontier Airlines response was entirely irrelevant to my complaint. Instead of addressing the damaged stroller, they mistakenly referred to a lost suitcase issue and offered me a $50 voucher for future airfare. The voucher was completely unrelated to my situation, and the airlines offer does not provide adequate compensation for the stroller, which cost me $1400.Moreover, Frontier claimed that baby items including strollers are not eligible for compensation, which is incorrect and contradicts their policies for handling mishandled baggage. The mishandling of the stroller occurred under Frontiers care, and they are responsible for providing appropriate compensation for the damage caused.I am requesting a full replacement or reimbursement for the damaged stroller. The response from Frontier Airlines has been completely inadequate and has left me frustrated. I trust that the BBB can assist in ensuring Frontier Airlines takes responsibility for the damage and provides a fair resolution.
Business Response
Date: 05/03/2025
Dear Mohit

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

We recognize that you, as a parent, must be mindful of how your child's needs are handled, but after reviewing the submitted photos, we must unfortunately notify you that your request for reimbursement or compensation for the state of your stroller cannot be fulfilled because we are not responsible for damage if the item is improperly packaged. Baby items including car seats and strollers must be packed in a hard-sided case or other packing that is suitable

In addition to that, you did not report the damage of the stroller within the required timeframe, please be advised that damage, delay, or loss of baggage must be reported to Frontier within XXXX hours of the arrival of the flight on which the loss or damage is claimed to have occurred. Frontier will not be liable if the completed claims are not submitted, with documentation, within that time period. This information can be verified in the following link: ********************************************************************************************************************************;

Unfortunately, your claim was denied by the baggage department. The voucher was given as a symbol of goodwill rather than as a compensation since we are not accountable for the damage to your stroller.

As stated on our Contract of Carriage agreed to at the time of the purchased of your flight, we are not liable for damages to baby items that were not packed in a hard sided case.

Please check section 16. Claim Limits and Procedures, letter A, part iii).

"iii) Damage to the following items when not packed in a hard-sided case or other packing that is suitable
for the item:
Prosthetic devices
Medical equipment
Musical instruments
Recreational or sporting equipment
Baby items including car seats and strollers" ************************************************************************;
******************************************************************************* (4).pdf

According to The ****************************. For domestic travel, airlines are not required to compensate passengers for items they have excluded in their contracts of carriage.
this information is available in the following link: *******************************************************************;

While we are unable to offer compensation for the damage of your stroller, we can make a one-time exception as a customer care gesture, we have voided the current XXXX base fare voucher and replaced it with a XXXX full fare voucher, that you can use for future travel.

Voucher Reference Code: XXXX; Passenger Name: XXXX; Expiry Date:XXXX.

You do not have to fly before XXXX, but you must book your trip before the voucher expires; details and instructions about how to redeem the voucher are below.

The voucher we provide as part of our customer relations department is supplied as a one-time exception and covers taxes, fees, and ancillaries.
Keep in mind that the voucher is a single time use meaning that you need to redeem the full value in the initial booking any remaining balance will be forfeited.
The voucher will expire in XXXX days, but you do not have to fly within XXXX days. However, you must book a new flight before the voucher expires to the extent that the system allows.

Just follow these simple steps to redeem your voucher:

1. Visit ******************************* and select your flight.
2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.

About your voucher:
It covers full fare, including taxes and fees
     It may be applied to pay options such as baggage, seat   assignments, or other charges
Its not redeemable for cash.
It must be booked within XXXX days from date of issue.
Note: There are no restrictions on travel date.
Its one-time use, meaning there will be no remaining value after redemption.
It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
The name on the new reservation must match the old reservation exactly

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 Specialist.
**********************.
Initial Complaint
Date:04/27/2025
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.
Subject: Formal Complaint Regarding Negligence by Frontier Staff Flight F9 4348 on April 26, 2025 Dear *********** am writing to formally file a complaint regarding an upsetting experience I had with the Frontier Airline staff at the ***************. On April 26, 2025, I missed my scheduled Frontier flight (F9 4348) due to negligence by one of the gate agents, ***** Jayelen (Frontier Staff ID #***************** being present at the gate on time, I was left completely unattended and received no assistance or boarding instructions. When I raised my concerns about Mr. ********* lack of attention, he took it personally, responded unprofessionally, and ultimately refused to rebook me on another flight at the gate.I was forced to walk to the Frontier counter to seek assistance, where the supervisor also refused to take my complaint or provide any meaningful support. I have to rebook the same day high Airfare flight with Delta. This experience was extremely frustrating and completely unacceptable. I felt dismissed and disrespected by the Frontier Airline and their staffs, and the lack of accountability from both the gate agent and supervisor is deeply concerning.I am requesting a formal investigation into this incident, a written apology, and appropriate reimbursement or compensation for the inconvenience, additional expenses, and time lost due to Frontier staffs negligence.I look forward to your prompt attention to this matter and thank you for your help!Sincerely, Jun *. **** Cell: ************ Email : ****************** Mailing Address: **********************************************
Business Response
Date: 05/01/2025
Hello Jun,

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 agent XXXX, Staff ID #XXXX. 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 you missed your flight XXXX from XXXX to XXXX on XXXX due to negligence by XXXX, and you did not receive assistance or instructions, by the staff and you had to rebook the same day flight with XXXX. causing you extra costs. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, Jun. Please accept my deepest apologies for all the inconvenience this situation may have caused you.

Your comments have been made available to Leadership for internal review and training opportunities, Jun. 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 you boarded the flight from XXXX to XXXX on XXXX. Let me kindly inform you that the flight XXXX from XXXX to XXXX XXXX was changed to XXXX and you paid $XXXX for the change. Remember that your ticket only includes one personal item and no seat selection. You can buy carry-ons online or in our mobile app where you can find the best deals, and select your seat for an extra fee; otherwise, a seat will be assigned randomly at check-in. Keep in mind that bag and seat fees are non-refundable once purchased.

Please keep in mind that check-in is available 24 hours before your flight through our website and mobile app. To ensure you and your bags are checked in on time, please arrive at the airport at least two to three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight.
Please note that starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID or another acceptable form of identification, such as a passport, to board domestic flights.

I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund or additional compensation. However, as an exception, you received a voucher for $XXXX. The vouchers expire 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
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23256493

I am rejecting this response because:
I was unable to board the flight due to the disorganized and chaotic handling by the gate agent, ***** *******. The entrance was completely blocked by standby passengers, and there was no effort made to manage the boarding process by group numbers. Mr. ******* also failed to make proper boarding announcements. As a result, more than eight passengers, myself included, missed the flight while seated in the gate area. I urge Frontier to review the rebooking records for this flight as supporting evidence.
I had paid for this ticket along with an upfront seat selection fee. Due to Mr. *******s refusal to provide service after I raised concerns about his conduct, I was forced to purchase a same-day replacement ticket through Delta for $345 in order to make an important business appointment the following morning. I also had to endure a wait of over seven hours at ATL.

The $100 voucher offered is wholly insufficient given the financial cost and significant inconvenience caused by your agents negligence. My legal counsel is prepared to take further action to seek appropriate reimbursement.
I request that this matter be reviewed thoroughly and that I receive a fair and timely resolution.

Sincerely,

*** ****
Initial Complaint
Date:04/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Frontier Airlines left our bags in ************ during a flight to ********. We received no communication for three days. We attempted to log the missing bags online but the website would not let us. We called the phone number and were informed they could not help us. When we heard from them three days later they told us to upload receipts to be reimbursed for the things we had to buy in the meantime. I I just received an email that they will not reimburse us.
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 sincerely apologize for the inconvenience and frustration you encountered due to your bags being left in XXXX during your flight to XXXX. We understand the distress caused by the lack of communication for three days and the difficulties faced in logging the missing bags online. The inability to receive assistance over the phone and the subsequent denial of reimbursement for the items you had to purchase in the meantime are deeply regrettable.

I have checked your reservation XXXX. I confirmed that you flew on XXXX, from XXXX to XXXX, and returned on XXXX, from XXXX to XXXX. However, the delayed bag was on your outbound flight on XXXX. We confirmed that your bag was found on XXXX. Our records show that you reported this bad delay on XXXX, in the morning, when your flight was on XXXX and you arrived at XXXX at *************

Please be aware that Frontier Airlines requires that passengers report damage/delay to their checked luggage within XXXX hours of arrival at their destination.

With respect to domestic flights and those international flights to which the Montreal Convention does not apply, any claim based on damage, delay, or loss of baggage must be reported to Frontier within XXXX hours of the arrival of the flight on which the loss or damage is claimed to have occurred.

You will be able to find this information in our Contract of Carriage at the following link: *******************************************************************, section Claim Limits and Procedures Pg. 18 of 26.

Unfortunately, since it was reported out of the time frame, Frontier Airlines is not liable to cover additional expenses while the bag was delayed.

Thank you for taking the time to bring your situation to our attention.

Sincerely,
Customer Relations
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23256040

I am rejecting this response because:
I attempted to log the suitcase missing both through the website and over the phone and was unable in both cases. The website would not let me and I was told on the phone that they were only reservation specialists and could not assist and no one there could. I went to the airport and there were no representatives at the desk.

Sincerely,

****** *******
Business Response
Date: 05/11/2025
Hi ******,

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

We sincerely apologize for the inconvenience and frustration you encountered while trying to report your missing bag. We understand how stressful and upsetting it must have been to face technical issues on our website, only to then be told over the phone that our representatives were unable to assist. We also regret that, upon going to the airport in person, you found no Frontier representatives available at the desk to help you. This lack of support during a time when you needed assistance the most is unacceptable, and we are truly sorry for the added stress it caused. Your efforts to resolve the issue through multiple channels are clear, and we deeply regret that none of them provided the help you deserved.

As previously noted, for domestic flights and international flights not governed by the Montreal Convention, any claim related to damaged, delayed, or lost baggage must be reported to Frontier within four (4) hours of the arrival of the flight on which the issue is believed to have occurred. You will be able to find this information in our Contract of Carriage at the following link: *******************************************************************, section Claim Limits and Procedures Pg. 18 of 26.

Unfortunately, since it was reported out of the time frame, Frontier Airlines is not liable to cover additional expenses while the bag was delayed. However, I was able to confirm that you received a XXXX voucher compensation. As a one-time exception, I voided that voucher and issued one for XXXX as a customer service gesture for the bad experience.

Here you have the new voucher information and details:

Voucher XXXXXXXXX - Passenger Name: ****** *******; Value : XXXX ; Expiry Date XXXX

This voucher will be able to cover the full amount, which means you can use it for flight tickets, including taxes and fees, luggage, or seats. Please note the voucher is for one-time use.

To use the voucher via the website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email.

Please Note:

Vouchers are not redeemable for cash.
Vouchers are valid for XXXX for booking a flight from the date they are issued.
Vouchers are one-time use, meaning there will be no remaining value after redemption.
Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom they were issued.
The name on the new reservation must match the old reservation exactly.

You will be able to find this information at *************************** at this link: **********************************************************************************;

Thank you for taking the time to bring your situation to our attention.

Sincerely,
Customer Relations Specialist
**********************
Initial Complaint
Date:04/27/2025
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 booked Frontier flight to ***, confirmation PJWT4H leaving 4/19/2025 from *** at 11:30 AM. I arrived the Frontier counter at 10:35 AM on 4/19/2025, there were 2 customers helped by agents, so I waited while a few agents were available. Finally one agent called me forward after 7-8 minutes, so I moved forward and tried to check-in my luggage, I was told the luggage counter closed, I cannot check-in my luggage. I was told to call Frontier customer service. I did call ****************** customer service and spoke to ******, he offered my to change flight to 4/20/2025 with penalty $******, since I have no other choice, I asked ****** everything is the same including 2 check-in luggage I PAID already for the flight, he confirmed YES and asked my permission to charge my credit card. I agreed because he told me everything is the same including luggage. When I arrived *** to check-in on 4/20/2025, agent told me you DONT have check-in luggage, you have to pay. I called Frontier customer service and spoke to ****** again, he told me I have to pay because he told me WRONG information yesterday, luggage WERE NOT included. This is deceptive business practice, providing WRONG information to charge customer. NOT acceptable. Please help to fight this bad business practice and request the refund of additional $208 for 2 luggage that I already PAID for the flight. Also, if Frontier is really stand behind their company, I am also asking the $****** penalty to change to next day as I was at the counter 55 minutes before the departure time with 2 customers were checking-in their luggage, but I was DENIED to be able to check-in. This does not make any sense. I recall all airlines luggage check-in time is 45 minutes before the departure time. Thank you very much for helping out to fight the unacceptable business practice. So total refund I am seeking is 208 + ****** = ******. At a very minimum, I am asking for double charge of my 2 luggage $208 to be refunded.
Business Response
Date: 05/01/2025
Hello ****-**,

Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I want to sincerely apologize for the frustration and confusion you encountered during your travel plans. Its completely understandable that being unable to check in your luggage, especially after arriving at the airport well in advance as you described, would be incredibly disappointing.

I regret that you feel that you received incorrect information from our customer service representative, regarding your luggage and the change fee as you mentioned. It is unacceptable for you to have been misinformed, and I can see how this has led to additional costs and significant frustration. I appreciate you bringing this to our attention.

Our terms and conditions regarding the airport time can be found at: ********************************************************************************************************************************. Whether you are a first-time traveler or frequent flyer, here's what to expect and be prepared for at the airport. Ticket counters (outside security) are generally open 2 hours prior to departure time until 60 minutes prior to departure time. Make sure you give yourself plenty of time to prepare for departure!

2 hours before the flight ARRIVE AT THE AIRPORT
60 minutes before the flight FLIGHT AND BAG CHECK IN CLOSES
45 minutes before the flight BE AT YOUR GATE, BOARDING BEGINS
20 minutes to departure BOARDING ENDS

We have carefully verified your reservation: XXXX and we understand that you arrived 55 minutes to the counter on your original flight XXXX from XXXX to XXXX you were unable to arrive on time to the counter cut-off, because of this you were unable to board your original flight.

According to our records, your original unused flight was removed and you were rescheduled to the flight XXXX on XXXX from XXXX to XXXX free of charges as one time exception, we regret the misunderstanding with your baggage; however, the baggage were not included in this new flight scheduled free of charges.

We confirmed that you were charged $XXXX for checked bags, this amount was the total for X bag per passenger for your new outbound flight; we respect your refund request; however, we are unable to honor it. As our policy says that bags and seats are not refundable. To know more about these policies please feel free to read them through our official web site Optional Services | Frontier Airlines: **********************************************************

However, only as one time exception, I have processed a voucher for $XXXX per passenger, this voucher is valid for ** days for the full fare of the flights, taxes, fees and additional services. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.

Voucher number: XXXX
Expiration date: XXXX
Voucher under: XXXX

Voucher number: XXXX
Expiration date: XXXX
Voucher under: XXXX

Please 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.

We look forward to have the opportunity to welcome you aboard soon. Stay safe and have a nice day.

Regards,

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

Complaint: 23255936

I am rejecting this response because:
Voucher will NOT work for me. If Frontier is sincerely apologizing the inconvenience that causes the customer then it should be a good courtesy for this 1 time exception as REFUND back to my credit card. Otherwise, everything is just words with no action, that is NOT a good customer service. I am hoping ****************** can do much better than that. Thanks.

Sincerely,

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

Thank you for getting back to Frontier Airlines. We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.

I am sorry for the inconvenience this situation has caused and understand that a voucher may not meet your needs. I am sorry to hear that you are not satisfied with the resolution that was provided. It is never our intention to be insensitive to our customers opinions regarding their experience with Frontier Airlines.

The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered. Your original unused flight was removed including your bag for the segment and you were rescheduled to the flight XXXX on XXXX from XXXX to XXXX free of charges, the baggage were not included in this new flight and because of this you were charged for the baggage for the new flight.
I completely understand your perspective that a refund to your credit card would be a more appropriate as you described. It is our goal to provide satisfactory service, and I regret that we have not met your expectations in this instance. We are unable to honor a refund, as our policy says that bags and seats are not refundable. To know more about these policies please feel free to read them through our official web site Optional Services | Frontier Airlines: **********************************************************

Your voucher?will remain in our system for redemption until it expires on XXXX. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.

We look forward to have the opportunity welcoming you aboard soon. Stay safe and have a nice day.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/15/2025

Complaint: 23255936

I am rejecting this response because:
I cannot believe when I was asked to be charged by Frontier customer service *** for changing the airline ticket and he confirmed the 2 luggage were included, so I approved the charge. Then second day I was told *** gave me a wrong information for the charge. Now, I have to double pay the 2 luggage. If *** told 2 luggage were not included when he requested for the permission to charge my credit card, I will tell him NO, DO NOT CHARGE ME. I felt I was deceived. Please keep a record of such business practice so people wont fall into the trap again.

Sincerely,

Chow-** ****
Initial Complaint
Date:04/26/2025
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 Dec 18 2024 my family and I experienced an extremely disappointing and costly situation with Frontier Airlines on our flight from ****** to ****** (Res ***** MG55XG)We had already checked in through the Frontier mobile app and secured our boarding passes before arriving at the airport. Additionally, we had prepaid for two checked bags. Despite this, we were denied boarding without a valid explanation.We arrived more than 60 minutes before the scheduled departure time, yet Frontier staff claimed we needed to be there at least 2 hours earlier, something not communicated in the app or during the booking process. To make matters worse, there were at least 10 other passengers facing the same issue at the gate. The situation quickly escalated, multiple passengers expressing their ************** a result, our entire family (2 adults, 3 kids) was forced to stay at the airport for over 8 hours, waiting until midnight. This was not only financially burdensome but also physically exhausting, especially for kids. A Frontier lady at the ************** advised us to call customer service for a refund and assured us that we were eligible. I was further advised that if needed, the ****** Frontier office could confirm the situation.Additionally, regarding my flight to ******, due to operational delays, Frontier unilaterally rebooked me on a connecting flight through ********* without my consent. This second ticket was not purchased by me but was added internally by Frontier staff promised that I would be eligible for a full refund given the disruption caused by the change.This issue was entirely initiated by Frontier, requesting that they honor the commitments made by their staff. The transaction amount was $1,160.00, paid on 12/18/2024 As a frequent traveler, this was by far the worst experience I have had with any airline.I am formally requesting a full refund for the original ticket cost, based on the facts and assurances provided at the time by Frontier employees.
Business Response
Date: 05/01/2025
Hello Selcuk,

Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Thank you for taking the time to share your experience regarding your flight from XXXX to XXXX on XXXX. I want to apologize for the inconvenience you and your family faced during this journey. It is completely understandable that being unable to board despite having checked in and prepaid for your bags would be incredibly frustrating, especially when you arrived well in advance of your flight as you described.

I regret that the communication regarding the required arrival time was not clear, and I can only imagine how exhausting it must have been for your family, to wait at the airport for such an extended period. It is not our intention to affect the travel plans of our passengers.

Our terms and conditions regarding the airport time can be found at: ********************************************************************************************************************************. Whether you are a first-time traveler or frequent flyer, here's what to expect and be prepared for at the airport. Ticket counters (outside security) are generally open 2 hours prior to departure time until 60 minutes prior to departure time. Make sure you give yourself plenty of time to prepare for departure!

2 hours before the flight ARRIVE AT THE AIRPORT
60 minutes before the flight FLIGHT AND BAG CHECK IN CLOSES
45 minutes before the flight BE AT YOUR GATE, BOARDING BEGINS
20 minutes to departure BOARDING ENDS

We have carefully verified your reservation: XXXX and we confirmed that on your original flight XXXX from XXXX to XXXX you were unable to arrive on time to the gate cut-off, and the bins were already closed, because of this you were unable to board your flight.

According to our records the flight was voluntary changed at the airport, the change was to a connecting flight XXXX/XXXX on XXXX from XXXX to XXXX and from XXXX to XXXX, the total amount paid was for $XXXX. We confirmed that you boarded this flight and you started a chargeback process with your bank.

We respect your refund request; however, we are unable to honor it, our contract of carriage 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 to the original form of payment will be due and Frontier will have no further liability.: *******************************************************************

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 19)

However, your flight was voluntary cancelled and because of this your ticket was not forfeited, we want to kindly clarify that the fees for changes are non-refundable, you can confirm additional details at: **********************************************************

Thank you for your patience and understanding. We value your loyalty as a frequent traveler and hope to regain your trust in the future.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/26/2025
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 purchased 4 tickets from Frontier Airline through *******. This was our first time booking with Frontier. Due to unexpected traffic delays we arrived at the airport with just under an hour before our flight, but well before the times communicated from Frontier regarding required check in. We were astounded at the counter to find that Frontier requires passengers to check-in more than 1 hour before their flight. They would not accommodate us, there were no alternative flights, and we had to book very expensive tickets on an alternative airline to get our two small children home in the very late evening. Moreover, we were angered to find that they had already given away our seats. This means that Frontier charged two different customers for each of our four seats and wouldn't provide a refund. There was no communication about a one-hour check in policy when we purchased the tickets, and reviewing the 6 communications from Frontier prior to our flight, this policy was never mentioned. They had mentioned arrival expectations of 20 and 40 minutes for boarding and gate arrival respectively. We were never notified, nor ever consented to a one-hour policy. We would have not booked with Frontier had they appropriately communicated this policy. Unfortunately, despite multiple attempts to discuss a refund with Frontier, they ceased sending email communications after a 2nd message declining our refund request. It is clearly not an ethical, nor potentially legal, to enforce a policy that was never communicated to us nor that we consented to, to communicate travel times that are different than their policy, to stop us from boarding our flight when we were at the airport with plenty of time, to charge 2 customers for each of 4 seats, and to then refuse to refund our fairs. We will be mailing a written complaint to Frontier.
Business Response
Date: 05/01/2025
Hello ****,

Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I want to sincerely apologize for the inconvenience and frustration you and your family faced during your recent flight with Frontier. Its completely understandable that being asked to leave the plane after boarding as you described, especially after meeting the requirements, would be unsatisfied with your experience.

I regret that our team did not handle the situation with the care and consideration that you spected. Your feedback is invaluable, and I will ensure that it is shared with our management team to help improve our processes and customer service in the future.

Our terms and conditions regarding the airport time can be found at: ********************************************************************************************************************************. Whether you are a first-time traveler or frequent flyer, here's what to expect and be prepared for at the airport. Ticket counters (outside security) are generally open 2 hours prior to departure time until 60 minutes prior to departure time. Make sure you give yourself plenty of time to prepare for departure!

2 hours before the flight ARRIVE AT THE AIRPORT
60 minutes before the flight FLIGHT AND BAG CHECK IN CLOSES
45 minutes before the flight BE AT YOUR GATE, BOARDING BEGINS
20 minutes to departure BOARDING ENDS

We have carefully verified your reservation: XXXX and we confirmed that your flight XXXX on XXXX from XXXX to XXXX was flagged as No-Show, due the passenger did not board the flight on the established times.

Let me kindly inform you that we cannot honor your refund request. You can verify the contract of carriage that says: Tickets issued by Frontier are valid for transportation only on the flights and dates shown on the ticket and have no value and are not valid for transportation thereafter.

In the case of a No-Show Cancellation. Except as required by law or as provided in this Contract of Carriage, Frontier shall have no obligation of any kind to reschedule any passengers who cancels a ticket before the scheduled flight departure time or to provide them with any refund or other credit for unused tickets. section 9 paragraph 1 and 2: *******************************************************************

According to our records, you received a refund for the amount of $XX, it will be refunded back to the original form of payment, card ending in XXXX. A confirmation email has been sent to you to XXXX.

Please allow ** business days for the airline to process the refund to the original form of payment. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

We look forward to have the opportunity to welcome you aboard soon. Stay safe and have a nice day.

Regards,

Customer Relations
Frontier Airlines
Customer Answer
Date: 05/03/2025

Complaint: 23254065

I am rejecting this response because:
The denial lists our complaint as "Its completely understandable that being asked to leave the plane after boarding as you described, especially after meeting the requirements, would be unsatisfied with your experience."
This is NOT what happened to us. I'm concerned that our complaint was not adequately, nor accurately been reviewed. It appears possible that our complaint was confused with another customer. The given reason for denial does not correspond to the above complaint Frontier listed, nor does it address or pertain to our concerns.
The partial refund offered in their response is insufficiently low. They've offered us less than 7% of the total cost. This is so low as to be more frustrating than it would have been to not offer any refund. Despite Frontier's response stating that we've been refunded this amount, we've yet to receive this money.
Given the multiple errors in Frontier's response, I have little confidence that they will be able to appropriately address our concerns, and provides more credence to our position that they made the original error that led to this situation.
We again request a full refund of our fares as we were denied seats on our flight due to an Frontier error, and our money has not been returned. Additionally, a refund would be appropriate as Frontier has been unable to adequately address our complaint.

Sincerely,

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

Thank you for getting back to Frontier Airlines. We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.

I want to sincerely apologize for the frustration and confusion you have experienced throughout this process. It is completely understandable to feel dissatisfied when your concerns are not accurately represented or addressed as you described.

I understand your disappointment with the partial refund processed, especially given the circumstances surrounding your flight being unable to be boarded. We are sorry to hear that you have not yet received the refund, and I can see how this situation has compounded your frustration.

We want to clarify that the refund amount for $XXXX was processed by our system since the flight prices were adjusted. Please allow XXXX business days for the airline to process the refund to the original form of payment. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

We have carefully verified your reservation: XXXX and we confirmed that on your original flight XXXX on XXXX from XXXX to XXXX you were unable to arrive on time to the counter cut-off, and the bins were already closed, because of this you were unable to check-in and board your flight.

We respect your refund request; however, we are unable to honor it, our contract of carriage 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 to the original form of payment will be due and Frontier will have no further liability.: *******************************************************************

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 19)

However, according to my records you received a voucher for $XXXX for the remaining amount on your reservation, the voucher was processed under your name as one time exception, this voucher is valid for XXXX days for the full fare of the flights, taxes, fees and additional services. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.

Voucher number: XXXX
Expiration date: XXXX
Voucher under: XXXX

Please Note
Vouchers are not redeemable for cash.
Vouchers are valid for XXXX days for booking a flight from the date they are issued.
Vouchers are one-time use, meaning there will be no remaining value after redemption.
Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.

We look forward to have the opportunity welcoming you aboard soon. Stay safe and have a nice day.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/19/2025

Complaint: 23254065

I am rejecting this response because: The offered refund and flight voucher are insufficient, and our concerns remain un-addressed.
*******, I appreciate your review of our concerns. You are the fourth person from Frontier to handle our concerns, but are clearly the best so far to reflect an understanding of what happened. Additionally, I do appreciate the offer of a flight voucher. However, this remains an unacceptable offer, for at least 3 important reasons.
Firstly, the erroneous refusal to allow us to board our flight led to us to have to re-book with another airline for over 4 times the cost of the voucher. A voucher does not remedy the costs that Frontier's erroneous decision incurred for us.
Second, having been made aware of Frontier's contract of carriage after our scheduled flight , we would not fly with Frontier again, due to the nature of the terms of the contract. Moreover, the poor handling of our concerns by Frontier furthers our concerns about the airline, and more certain of our decision to not fly with Frontier again.
Lastly, and most importantly, our primary concern has still yet to be addressed. At no time during our booking through Expedia, nor during the 6 communications from Frontier before our flight, were we ever made aware of the contract of carriage. We were never directed to review these terms. Not being aware of these terms, due to Frontier's neglect to inform us, we were unable to meet the terms. From our perspective, we paid for our flight and arrived in time to board the plane. It does not appear appropriate to only make us aware of strict and harsh terms after-the-fact. This failure to notify us of the contract of carriage were what led to this situation.
I will again request the full refund of our fares due to this error. I will also once again point out that paying passengers filled our seats for this flight. Frontier has already been paid for these seats by those passengers. Frontier should provide a full refund when it's already been paid for these seats, and our fares are full profit from a service that wasn't provided.

Sincerely,

****** ********
Initial Complaint
Date:04/26/2025
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 took a flight in Oct to *******, i checked a bag. Once the bag got checked I was hoping that I would get my things when I landed, and unfortunately my things have been stolen and I have put in 3 claims tickets and havent heard anything. I have also emailed the CEO and got nothing in return.
Business Response
Date: 05/02/2025
Dear Diamond

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

We are sorry to hear that your bag did not arrive at your destination with you, in addition to that you have not receive any updates regarding the location of your bag, we sincerely apologize for the length of time that is taking to solve this incident.
Please know that this is not the experience that we strive to provide for our passengers. We appreciate the opportunity to address your concerns; we sincerely apologize for the length of time that is taking to solve this issue.

According to our records, your incident was already transferred to our ************************ regretfully the status of the claim was pending, regretfully we are unable to assist in bag issues via this route, nevertheless I had updated the status of your claim and is now open. A *************** Service specialist will contact you through this email address XXXX or Mobile Phone: XXXX, which is the contact information associated with your case, and will provide further assistance with your claim. Going forward, all communication will be with the *************** Service department. Once you receive a message from a *************** Service specialist, kindly reply within ** days.
You can also contact them by following the link below, your file ID number is: XXXX
*******************************************************************;

To keep your claim active and receive updates until your bag is returned to you, it's critical to stay in contact with the agent managing your current claim.
If there are any updates, you will be notified by email.

The central baggage service will reply to written inquiries within ** business days, and it is closed on weekends and US holidays.

We appreciate your patience as we work to resolve this issue.
Kindly,

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

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