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

6,420 total complaints in the last 3 years.
1,528 complaints closed in the last 12 months.

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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:04/25/2025
Type:Customer Service 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 (**********************************) for their poor customer service and failure to resolve an issue with my Frontier Miles account on April 25, 2025. The interaction was marked by unprofessional conduct, dismissive responses, and refusal to escalate to a supervisor, causing significant frustration.During a two-hour chat, I reported that ****** miles vanished from my account, preventing a flight booking. Key issues included:Unhelpful Representatives: Divya ****** wrongly assumed I sought retroactive mileage credit, directing me to a form. ****** repeatedly misunderstood my issue, falsely claiming I requested a price match despite my clear statements about missing miles, and left me waiting for long periods.Refusal to Escalate: I requested a supervisor at least 15 times. ****** and ******** ****** (Customer Relations) ignored or refused, with ******** closing the chat without ************* Resolution: ******** stated my miles expired on November 22, 2024, due to inactivity, per Frontiers 12-month policy. I received no prior notice of expiration. My request to reinstate the miles, given my loyalty since 2013, was met with an offer to buy them back for $50, which was unacceptable. No alternative was provided.The representatives failure to listen, delays, and refusal to escalate wasted my time and left the issue unresolved. Frontiers lack of notice about mile expiration eroded my trust.I seek reinstatement of my ****** miles at no cost and improved customer service practices. The chat transcript is attached as evidence.Please investigate Frontiers conduct. This is the "priority service" and treatment that Frontier is affords it's Gold Members.
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.

Thank you for reaching out to us regarding your experience with your Frontier Miles account and the interactions you had with our customer service team. I want to sincerely apologize for the frustration and disappointment you encountered during your attempts to resolve this issue. It is clear that your experience did not meet the standards we strive to uphold, and I truly regret the unprofessional conduct and lack of support you faced as you described.

I understand how disheartening it must have been to have your concerns misunderstood. Your loyalty to Frontier since XXXX is greatly appreciated, and its unacceptable that you were not treated with the respect and attention you deserve as a ** Member. I also recognize the importance of clear communication regarding the expiration of your miles, and I apologize for any lack of notice you received. Your feedback is invaluable, and I will ensure that it is shared with our management team to help improve our customer service practices moving forward.

We have carefully validated that the total of XXXX miles expired on XXXX due to inactivity on your Frontier account. Our terms and conditions states: Miles in a Members account do not expire so long as the Member generates accrual activity every twelve months; this includes any purchase activity on the FRONTIER Airlines World **********. Unredeemed mileage accumulated in your account will expire at the end of the twelve-month period after a Members last accrual activity data: *******************************************************************

We want to kindly mention that the expired miles can be purchased back to the Frontier account, the total fee to deposit back XXXX miles expired is for $XX, if you want to proceed with this purchase for your miles expired, you can contact our reservation agents, who will be available 24/7 to assist our passengers in managing their reservations and Frontier accounts. You can contact them through our different social media channels and via chat: *********************************************************

Thank you for bringing this to our attention, and I hope we can restore your trust in Frontier Airlines. 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: 23252432

I am rejecting this response because:
November 2024 was less than six months ago and I have been facing difficulties with your customer service, as outlined in my complaint m. Not only did your representative not escalate this to a manger as I repeatedly requested, but the representative disconnected the chat and failed to advise me how to submit the complaint which is not in accordance to DOT policy.

Kindly, Im requesting that the $50 fee is waived as a curtesy for both my negative customer service experience and my continued loyalty over the pay decade and my status with the airline as a Gold Elite member.

I look forward to your prompt response.

Sincerely,

******* ****
Business Response
Date: 05/19/2025
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.

Thank you for your email and for sharing your concerns regarding your recent experience with our customer service. I sincerely apologize for the difficulties you faced, including the disconnection of your chat and the lack of escalation to a manager as you mentioned. Your experience is important to us, and I appreciate your loyalty over the past decade.

Frontier wants you to have a great experience when you fly with us, so it's disappointing when we receive reports of anything less than that. I'm grateful you brought this to our attention, so we can share your feedback with our group who will follow up with their team to ensure your experience is not repeated. I'm very sorry to hear you're not satisfied with our service at the moment. Your opinion is extremely important to us. We'll start working on ways to improve our service right away.

I understand your request to waive the **** fee for reactivating your expired Frontier miles, especially in light of the challenges youve encountered. However, I must inform you that this fee cannot be waived and needs to be paid in order to reactivate expired miles. I regret that I cannot grant your request to waive the fee, as it is part of our established procedures. If you want to proceed with this payment for your miles expired, you can contact our reservation agents, who will be available 24/7 to assist our passengers in managing their reservations and Frontier accounts. You can contact them through our different social media channels and via chat: *********************************************************

I truly value your loyalty and appreciate your understanding of our policies. We look forward to welcoming you aboard soon. Stay safe and have a nice day.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 28th I purchased an airline ticket through ******* for my mother ******** ****** flying from ************* to ******* on May 19th. I found out my mom does not have a RealId that will be needed to board the flights. I called back within an hour to cancel and was told by Expedia that Frontier manages cancellations, Frontier told me ******* manages the cancellations. Eventually Frontier said they do not follow the 24 hour free cancellation that other airlines follow and would not refund the $135. I understood ALL airlines must follow that law.
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 sincerely apologize for the confusion and frustration you experienced while trying to cancel the ticket due to the Real ID requirement. I understand that since your mother did not have a real ID you were unable to board the flight and how important it is to have clarity and support during such situations, especially when it involves travel plans.

I regret that you were given conflicting information between XXXX and Frontier regarding the cancellation process. Its completely understandable that you would expect a straightforward resolution, particularly given the circumstances. I appreciate you bringing this to our attention, as it highlights an area where we can improve our communication and customer service.

Please note: All tickets are nonrefundable except if you make the cancellation within 24 hours of creating your reservation and your flight is 7 days prior to departure. If you cancel and your reservation does not meet the refund policies, remember there is a cancelation fee for $99 and per passengers and certain carrier charges. You can visit our website with our cancelation policies with the following link *********************************************************************..

We respect your refund request; however, your reservation does not meet the requirements for a refund. If you cancel your reservation: XXXX, the total cancellation charges will be reduced from your ticket. But you would not pay anything extra, it would only be reduced from your reservation and you will only received $XXXX as travel credit valid for ** year.

However, only as one time exception I can process a full cancellation of your reservation: XXXX and I will waive the cancellation fees and I can honor a full travel credit valid for ** year, could you please confirm if you want to proceed with the full cancellation and travel credit valid for ** year?

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. If you've booked your flight more than 7 days in advance, you can cancel your ticket for a full refund (with no cancellation fee!) within 24 hours of purchase. For bookings made within 7 days of travel, we will hold the value of your canceled ticket (minus any non-refundable charges or fees) as a credit valid for one year.

Your ticket only includes one personal item and no seat selection. You can buy carry-ons and checked-bags 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. Please remember that bag and seat fees are non-refundable once purchased.

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

Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/12/2025
Regarding my complaint with Frontier airlines, they gave me a code to use for flight credit, however the code is invalid. (Please see photo
Below) I tried emailing them for help and I received no response.
I have been on hold since 3:30am PST this morning waiting for them to answer the phone, They are not answering.
The chat feature only gives a few preemptive options and does not allow for a conversation.
Could you please continue to help me?

Thank you so much!
******* ******
Initial Complaint
Date:04/25/2025
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 formal complaint against Frontier Airlines regarding a severely delayed flight on April 18, 2025, and the completely unacceptable treatment we received, which led to significant financial loss and a dangerous situation for three women traveling alone.We were booked on a flight from *** to ***********, scheduled to depart at 11:30 AM. Without any meaningful advance notice, the flight was delayed by nearly 10 hours due to a crew issue, and only left at 8:00 PM. Frontiers communication was vague, last-minute, and entirely inadequate.Throughout this ordeal, we were not provided any meal vouchers until after 7:00 PM, and by that time, they had run out so we were left with nothing for the entire day. Frontier gave us the option to cancel the flight, but we had non-refundable hotel and rental car reservations in ***********, which made canceling financially impossible.The consequences of this delay were serious and unacceptable. We arrived in *********** at 1:30 AM, only to discover that our rental car had been automatically canceled due to the late arrival with no notice or warning. This left three women stranded in the middle of the night without transportation. To make matters worse, we also lost our first night at the ******* which was non-refundable.We were left exhausted, unsafe, and out of pocket for well over $300, all due to a situation that Frontier could have handled more responsibly. There was no real support, no care, and no compensation offered for the incredible stress and damage this caused.I am requesting a full refund of the flight fare to help offset the financial loss and emotional stress we endured. Frontiers failure to communicate properly, provide basic accommodations, and consider the safety of its passengers is unacceptable.
Business Response
Date: 04/30/2025
Hello *****,

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

Thanks for reaching Frontier Customer Relations with your new reply regarding you having a hard time due to your flight being disrupted by a delay. Due to this, you are sharing that you were not properly assisted, and you had already a rental car and also the ******* due to this, they were canceled and they are non-refundable. Moreover, you are sharing that three women were traveling together, and this situation was unsafe to all of you due to the time in which you arrived at your final destination.

We do appreciate your feedback, and we are so sorry about the challenging time in which you had to go through. We are here to double-check the available options on your trip and share with you that we need to get the information on the system to provide accurate information to you. Can you please provide any of these two groups?
-Record Locator
-Passenger First & Last Name
-Last 4 digits of Credit Card on file

Or you can also provide these
-Email Address
-Phone Number
-Address
-Travel Agency
-Flight Number
-Passenger Date of Birth

When we receive the necessary information, we will be double-checking your concern, we appreciate your cooperation and look forward to hearing back from you.

Kindly,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/25/2025
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.
Had to book a last minute flight from ******* to *********** for a funeral. Choose Frontier because it was the lowest fare. However, my return flight was delayed 2 hours in ***********. When we arrived in ****** on Monday night we were told there wasn't another flight until Thursday. I had to get back for an important weekly kidney treatment so I had to pay $333 for a one way ticket on Southwest airlines to get to ******* for my treatment. Frontier did nothing but offer a $10 food voucher that couldn't be used due to it being 1am. Very poor customer service. Will never use them again and will tell all my friends not to use them either.
Business Response
Date: 04/29/2025
Hello *******,

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

Thanks for reaching Frontier Customer Relations, we understand that you need to get assistance with your booking since one of your flights was disrupted by a delay, and as a result, you had to incur on additional expenses, such as the ticket on a different carrier. We do appreciate your patience on this matter, and we strive to provide a nice experience to passengers when deciding to fly Frontier.

By checking the information on the system, we have records that your flight from ****** to ****** on March 17 was scheduled to depart at 8:44pm, and it departed at 10:12pm, so this caused you a misconnection on your flight, and due to this, we had the option to rebook or complete the refund on your flight. This is based on our **************** Plan. *************************************************************************;

Due to this, records under your confirmation number XXXXXX show that a refund for $XXXX was completed back to the Master Card ending in XXXX. The refund will take seven business days to be completed. It may take a few more days, depending on your bank's processing time

Moreover, we would like to share with you that, based on the Department of Transportation, we are not entitled to complete the reimbursement for the additional expenses in which you had to incur. ******************************************************************************* "Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses."

Therefore, we are not able to honor your reimbursement since we are not liable for that, but we do appreciate your feedback on this matter.

Once again, thanks for your patience and understanding on this matter.

Kindly,

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

Complaint: 23248438

I am rejecting this response because: it is just not good business nor is it right to just leave people stranded. The connecting plane could have been help to avoid dozens of people be stranded to figure out another way to get home. But the careless attitude of Frontier is unacceptable. As a retired law enforcement officer I don't have "disposable" cash. And to have to charge $300 so that I could get home and get my treatment was not an easy thing to do but very necessary. Will not dly Frontier ever again and will tell anyone I know about the poor customer service.

Sincerely,

******* ***
Initial Complaint
Date:04/24/2025
Type:Service or Repair 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 was scheduled leave on Flt. 102 4/19/25 at 8:50am from ****** to *******. At 7am, on 4/19/25, a notification of delay was received for 10:50 am and a 2nd notification 8 mins later was received announcing the flight was delayed to 1:11pm. There was no one available for assistance at the scheduled gate. I called my car rental to confirm a later pickup time, which they could not offer. Therefore, my reservation was canceled due to the holiday weekend demand. Because, the car was to be used for a one way to ********, I contacted customer service to find options to get closer to my final location. All the options offered through the notification link were anywhere between 8 - 24 hrs of travel. My delayed flight was a direct flight. I was offered another flight connecting through ************, leaving at 10:50 am. The agent changed my flight and placed a note in my account to update my checked luggage to the new flight and advised all passengers were required to deplane and pick up baggage in ************. I could not check in online after the change to get my boarding pass and went to the counter to get a boarding pass. The agent contacted baggage to ensure my baggage was changed to the new flight and assured the change was made. I arrived in ************ and the agent at the baggage claim confirmed a bag was supposed to come in, but it never appeared. It was not on the flight. I was told to walk to the other side of the airport to BSO file a claim. I got there and was told I was given the incorrect instructions and to go online, and that my bag a was likely to be on my old flight. I filed a claim online on 4/19. As of today, no response. I called 4/23 and was told some would call me on 4/24. Still no response. I had a weeks worth of clothing and personal items in my bag for two people. I was away for a week. I paid for ******, ***** and Bus fare to get home. I am requesting the full payout of $3800 for my missing bag, personal items, and travel inconvenience.
Business Response
Date: 05/01/2025
Dear Mykol,

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

I do apologize that you did not receive a response from your original incident created XXXX; we have a high volume of requests at this moment.

Thank you for taking the time to share the details of your recent travel experience with us. We are truly sorry to hear about the series of disruptions and inconveniences you encountered surrounding your scheduled flight from XXXX to XXXX on XXXX. We understand how frustrating it must have been to receive multiple delay notifications on the morning of your departure, especially with no staff available at the gate to assist or provide clarity. We also recognize the significant impact this had on your travel plans, including the cancellation of your car rental reservation due to the delay and the challenges it created for your onward journey to XXXX. We acknowledge the additional stress caused by the rebooking process, including the change to a connecting flight through XXXX and the confusion surrounding your checked baggage. Despite your efforts to confirm the baggage transfer with our agents, we regret that your luggage did not arrive as expected. We understand how upsetting it must have been to receive conflicting instructions at the airport and to be redirected multiple times while trying to locate your belongings. We also recognize the ongoing frustration of not receiving a response to your baggage claim filed on XXXX and the lack of follow-up despite your call on XXXX and the assurance of a callback on XXXX. We understand that your missing bag contained a weeks worth of clothing and personal items for two people and that you were forced to make alternative travel arrangementsincurring additional expenses for ******, ***** and bus fare.

I have checked your reservation XXXX. I confirmed that you flew on XXXX from XXXX to XXXX and returned on XXXX; however, our system shows that you boarded just one part of your return flight. The flight was scheduled with a layover in XXXX. The flight was from XXXX to XXXX and then from XXXX to XXXX. Our records show that an agent from our airport staff left a note that you intentionally missed your flight from XXXX to XXXX; however, your bag was sent to XXXX since it was your final destination. You did not arrive in XXXX, and your bag was sent to ************; this is considering voluntary separation from your bag.

Unfortunately, we cannot cover additional expenses at this time due to voluntary separation, we confirmed, and we do not have a baggage claim yet; for voluntary separations, we are not liable to create a baggage claim; however, we recognize the importance of taking care of your belongings, as we understand their value to you. Don't worry, I'll be happy to help you with your arrangements. To do so, I'll need you to provide me with the following information:

- Bag color
- Bag type (You can choose your type of bag in the following link: ****************************************************************************) within 01-29
- Description of the contents inside the bag
- Description of the bag (whether it has wheels, handles, exterior pockets, leather, rigid, soft, hard, cabin size, etc.)
- Contact phone number
- Mailing address
- Contact email address

Please reply to this email with the requested information. We look forward to hearing from you as soon as possible with the required information so we can continue to provide you with timely information.

We look forward to serving your travel needs in the future and providing you with a better experience.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23247799

I am rejecting this response because:
This is untrue. I did not voluntarily separate from my bag. It was never on the flight. The agent advised everyone would have to leave the flight and retrieve their bag at the kiosk. Also, that flight was assigned because my original flight was 6 hrs. late and had left me without a way of getting home, because my car reservation was canceled. This was told to the agent, who explained that I would be able to retrieve my luggage in ************ and drive to my location. And, the agent placed a note regarding this conversation. If there is an issue, this needs to be addressed with the agent due to miscommunication. This was the instructions provided by the agent. Please review the recording.
When I arrived to baggage in ************, the Frontier agent said a bag was supposed to be on-board and she was there to retrieve it for the connecting flight. The bag was NOT on my flight. That was told to me by the agent at the baggage to retrieve the bag and the gentleman at the ********** in ************. We were there and waited until all bags came out. There was no bag to transfer to the Atlanta flight.
The fact your office took almost two weeks to contact me, and now trying not to accept responsibility for not placing my bag on the flight is unethical. Despite the numerous calls and emails, you are only responding because of the BBB filing. My filing has been supposedly escalated by customer service AND, I have been told I would be contacted in 24 hrs. has not happened. My last escalation was on Tuesday. Baggage has yet to respond or file a claim, based on your response. Had I taken the second part of my flight, the bag would not have been there, because it was never placed on the flight and I would still be having this conversation with you. What would be the excuse then? Still no response for almost 2 weeks and no bag!
Sincerely,

***** ******
Customer Answer
Date: 05/11/2025
A response has bee provided and a claim has been filed. I am awaiting a response from the claim filed with receipts.

Bag color -Black and gold
- Bag type (You can choose your type of bag in the following link: 22R ****************************************************************************) within 01-29
- Description of the contents inside the bag - 4 sundresses, 3 rompers, 4 swimsuits, 3 swimsuit covers, 4 pairs of sandals, mini hair iron, toiletries containg face, body, skin products by Laniege, 6 Addidas athletic shorts, 2 Addidas joggers, 7 Addidas t-shirts, black and white Addidas running shoes, Addidas slides, 2 android chargers, Packing cube set, 1 tan and black beach tote, 2 wide brim panama style hats, 1 pair of gold hoop earrings, 2 pairs of decorative earrings.
- Description of the bag (whether it has wheels, handles, exterior pockets, leather, rigid, soft, hard, cabin size, etc.) Hard side ******* **** with wheels checked mid size
Business Response
Date: 05/19/2025
Mykol,

I do apologize for the late response; we have a high volume of requests right now.

We are truly sorry for the continued frustration and inconvenience youve endured, and we want to acknowledge the full extent of the situation youve described. We understand that you did not voluntarily separate from your bag and that it was never placed on your flight, despite being advised otherwise by our agent. We also recognize that your original flight was delayed by six hours, which led to the cancellation of your car reservation and left you without a way to get home. We regret that this disruption forced you to accept an alternate flight under difficult circumstances.

It is especially concerning to hear that you were assured by our agent that your bag would be available for pickup in XXXXXXX and that a note was placed on your record to reflect this. Upon arrival, however, you were informed by both the baggage agent and the *** office that your bag was not on the flight, and you waited in vain for its arrival. We understand how upsetting and disheartening this must have been. We also sincerely apologize for the delay in communication from our office. Waiting nearly two weeks for a response, only to feel that your concerns are being dismissed, is unacceptable. We deeply regret the distress this has caused and the impact it has had on your trust in our service.

I create your baggage claim as a one-time exception since this was considered a voluntary separation from your checked bag; that's the information we have in our records and system.

Here you have your baggage claim: XXXXXXX.

The case was assigned to our ************************ you will be able to contact them following the steps:

Click on the link: **************************************************************

Last Name: XXXXXXX

File ID: XXXXXXX

From now on, your case will be handled by our *********************** team. You will need to contact them, and all compensation requests must be with them.

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

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

Complaint: 23247799

I am rejecting this response because: The claim is still pending without any updates as of today. I have provided all the receipts and completed the claim form on May 7, 2025. The claim still remains open and in-process without any notes.

Sincerely,

***** ******
Business Response
Date: 06/03/2025
Mykol,

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

I sincerely apologize for the continued delay and lack of updates regarding your claim.

I completely understand your frustration, especially given that you submitted all required receipts and completed the claim form back on XXXXXXXX. Its entirely reasonable to expect timely communication and progress, and I regret that your claim still remains open and in process without any visible updates or notes.

However, your case was assigned to our ************************ You can contact them using the following link and information:

Click on the link: **************************************************************

Last Name: XXXXXXXXX

File ID: XXXXXXXXX

We were able to confirm that you were able to get in contact with them on XXXXX, they sent you a response on XXXXXXX.

For now, your case will be handled by our *********************** team in order to get more information or updates regarding your bag.

Thank you again for bringing this to our attention.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 06/05/2025

Complaint: 23247799

I am rejecting this response because: As of today, there has not been a status update with my claim. The last response was when the case was opened, to notify me that it was opened.

Sincerely,

***** ******
Initial Complaint
Date:04/24/2025
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.
Im writing to formally submit a complaint and request for compensation regarding a missed flight with Frontier Airlines, which was the result of a system failure and lack of in-person support, rather than any error on my part as a passenger.I attempted to check in well before the 60-minute cutoff via the Frontier mobile app, but it repeatedly failed. I had no checked bags and CLEAR access, allowing me to proceed quickly through security.I proceeded to the Frontier kiosk to check in, but the machines were also not functioning. I went to the service counter, and no available agent nearby to assist or override the issue. I waited for assistance and was told a supervisor would arrive, but no one showed up in time to help me. Eventually, I was told the gate was closed, and I had been marked as a no-show.I also attempted to call Frontier's customer service line while still at the airport, but the call disconnected multiple times. By the time I got through to someone, it was too late, and they informed me that no rebooking or refund would be possible due to the no-show policy.I should not be penalized for being unable to check in when the systems in place failed to work properly and when support was unavailable to resolve the issue in a timely manner.I made every timely effort to check in, both digitally and at the airport, and should not be penalized due to system issues. While I understand Frontiers tickets are typically non-refundable, I believe a travel voucher or credit is a fair resolution given the circumstances. I followed all required steps, but system failures and lack of support prevented me from boarding. This was a frustrating experience, and I hope Frontier can offer a customer-focused solution.
Business Response
Date: 04/30/2025
Dear Dayanne,

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

We sincerely apologize for the frustration and inconvenience you encountered due to system failures and lack of in-person support, resulting in a missed flight. We understand the distress caused by the repeated failures of the Frontier mobile app and kiosks, the absence of available agents to assist, and the subsequent marking of you as a no-show despite your timely efforts to check in. The multiple disconnections while attempting to contact customer service and the inability to rebook or receive a refund due to the no-show policy are deeply regrettable.
I have checked your reservation XXXX. I was able to confirm that you booked this flight ticket on XXXX for a flight on XXXX, from XXXX to XXXX, departing at XXXX and arriving at XXXX. Our records show that you did not use the flight, and the system marked it as a no show. Due to the no-show status, the system removed the flight from the reservation.

At this time there's nothing we can do with the amount you paid for this flight ticket; however, as a one-time exception, I issued a Frontier voucher with the amount of the ticket cost, a total of $XXXX, valid for ** days.

Here you have the voucher information and details:

XXXX - XXXX - Value: $XXXX- Expiry date: XXXX.

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

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

Please Note:

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

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

For future reference, please note the check-in is available 24 hours before the flight through our website and mobile app. You will need to be at the airport at least two or three hours before your flight so you and your bags can be checked in on time. The counter closes 60 minutes before the flight, and gates close 20 minutes before the flight.

Thank you for sharing your concerns. We hope to have the opportunity to provide a better traveling experience in the future.

Best regards,

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

Complaint: 23246832

I am rejecting this response because:

Thank you for the response regarding my complaint. I appreciate Frontiers willingness to extend a travel credit equal to the value of my missed flight. However, I must respectfully decline this resolution.
A 90-day travel credit is not a suitable remedy for the loss Ive incurred. I do not have any plans to fly with Frontier within that short window, and the inability to use the credit effectively renders it valueless to me. Whats more, I am now burdened with significant, unrecoverable expenses directly caused by Frontiers system failure:
- A hotel reservation that went unused and could not be refunded
- A missed business meeting that had been planned weeks in advance
- A last-minute flight I was forced to purchase with another airline at a much higher cost
I did everything required of me as a passenger, including attempting to check in on time via both the app and kiosks both of which failed due to Frontiers own technical issues. There was no ground support available to assist, and I was ultimately marked a no-show for circumstances outside of my control.
This situation was not caused by passenger error or negligence. I was present, prepared, and proactive. I am now being asked to absorb the full cost of a flight I was never allowed to board despite following protocol while also taking on additional financial burdens caused by the disruption.
In light of this, I am formally requesting a full refund back to my original form of payment. This is a reasonable and fair request given that the disruption was caused by the airlines failure, not mine.
I hope Frontier will demonstrate accountability and goodwill by revising this resolution accordingly. I sincerely appreciate your time and consideration.

Sincerely,

******* *****
Business Response
Date: 05/15/2025
Hi Dayanne,

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

We understand that the **** day travel voucher offered is not a suitable remedy for the loss you have incurred, as you do not have plans to fly with Frontier within that time frame. We acknowledge the significant, unrecoverable expenses you have faced due to our system failure, including

The unused hotel reservation that could not be refunded
The missed business meeting that had been planned weeks in advance
The last-minute flight you were forced to purchase with another airline at a much higher cost

We recognize that you did everything required as a passenger, including attempting to check in on time via both the app and kiosks, which failed due to Frontiers technical issues. We deeply regret that there was no ground support available to assist you and that you were marked a no-show for circumstances outside of your control.

We double-checked your reservation, ****, and we confirm that the flight ticket you had is non-refundable. Our tickets are not refundable unless you cancel within 24 hours of purchase, but the flight must be 7 days or more. Unfortunately, your flight does not apply to a refund. I want to mention that this is not a Frontier policy; this is under the guidelines of the Department of Transportation (DOT), and we rely on their guidelines.

You can validate this information at the following links:
Our website: ***************************************************************************... You can view it under "refunds" and also under "cancel a ticket."
DOT website: *******************************************************************************.

However, your flight was marked as a no-show. This status does not mean that you did not go to the airport; it means that you did not use the ticket and did not board the flight, even though you were present at the airport. Unfortunately, the no-show status prevents us from processing flight credits or refunds because the system removes it automatically, and we are unable to modify that status. This is why we offered and provided you with a Frontier voucher for the same amount you paid for the entire reservation.

Based upon the terms and conditions, extensions are not permitted. Vouchers are most often issued with a **** day redemption period and must be redeemed prior to the expiration date. However, travel can be booked as far out as Frontiers published schedule allows. We typically have flights available for booking as far as 6 months into the future.

You will be able to find that information at *************************** at the following link: ************************************************************************************

As a one-time exception, I can assist you by providing you one voucher for **** months. Since the one I provided was for **** months, I will issue a new one that will include the additional **** months.

Please reply to this email if you will take it; please note we are making this a one-time exception only.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/24/2025
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.
Date April 22, bought a round trip ticket to *********** from ***********. I had one checked bag and upon my arrival to *** my bag was lost. After spending over an hour looking for my bag I was told that my bag did not make it. I filed a complaint about my bag requesting it as soon as possible. Due to having medical issues there were necessities in my bag to help deal with my miscarriage. There were medical supplies that I could not access to help with the excessive bleeding as well fatigue. I was told to that I would be able to get a refund on items purchased until my bag was received. Without a time frame I bought items to last my trip and then my bag was delivered after 8pm. I was not able to get my bag until the next morning. The customer service representative also told me that if I needed extra space I may be able to get a credit for an extra bag. Now its the morning if my return flight 4/24. Upon check in I was informed that I would receive a $20 credit but I had to pay$100 for my carryon. I was not able to pay with cash which cause financial stress especially after purchasing medical supplies and new clothing. Frontier airlines preys on their customers and the customer their business practices are unethical and they need to be investigated. It was suggested multiple times that I should have added a carry on before my trip but I did not need to. They lost my bag and made me purchase necessities and refuse to give me proper compensation for this inconvenience. They ruined my entire trip.
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.

Thank you for reaching out and sharing the details of your recent travel experience with us. We are truly sorry to hear about the distressing and unacceptable series of events you endured during your trip from XXXX to XXXX on XXXX. We sincerely regret that your checked bag did not arrive with your flight and that you had to spend over an hour searching for it before being informed it had not made it. We understand how frustrating and disorienting this must have been, especially given the urgency of your situation. We are especially sorry to learn that your bag contained essential medical supplies needed to manage a deeply personal and physically demanding medical condition. The lack of access to those items and the resulting impact on your health and well-being are things we take very seriously. We also acknowledge the added burden of having to purchase replacement items without a clear timeline for your bags return, only to receive it late in the evening and not be able to access it until the following morning. Furthermore, we recognize your concerns regarding the inconsistent information provided by our customer service representatives, including the mention of a possible credit for an additional bag and the unexpected $XXXX charge for your carry-on at check-in. We understand how this, combined with the inability to pay in cash and the financial strain of purchasing emergency supplies and clothing, added to an already stressful situation. We also hear your frustration with the overall handling of your concerns and the perception of our business practices. Your experience, as described, does not reflect the level of care and service we aim to provide, and we deeply regret the impact this had on your trip.

I have checked your reservation XXXX, and I confirmed that you flew on XXXX from XXXX to XXXX and returned on XXXX. Our records show that your flight did not arrive at X** Airport on XXXX. We confirmed that your flight was found on the same day, but you were able to get it on the next following day in the morning, XXXX. However, I was able to confirm that our system shows that it was delivered on XXXX. Also, we confirmed that you were charged $XX for a carry-on bag, no prepaid. I want to remind you that bag and seat fees are not refundable once purchased, nor are they transferable. You can find more information here: ***************************************************************************.

Please note that the carry-on bag is not prepaid and is charged when the personal item does not meet the dimensions we require or when you bring a carry-on and you did not add it on the website before checking in or going to the counter.

As a one-time exception due to all the inconvenience you had on your flights. I've processed the refund of ** dollars to the card ending in XXXX. The refund will take seven business days to be completed. It may take a few more days depending on your bank's processing time.

Additionally, I issued a Frontier voucher for $XXXX for all the multiple issues you had on XXXX and XXXX.

Here you have the voucher information and details:

XXXX - XXXX - Value: $XXXX - Expiry date: XXXX.

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

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

Please Note:

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

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

For future reference, please note:

Personal Item
One Included
Size: 14"H X 18"W X 8"D including handles, wheels, and straps.

Carry-On
Size: 24"H X 16"W X 10"D and **** 35 lbs including handles, wheels, and straps.

Checked Bag
Size: 62 linear inches and **** 40 lbs.

NOTE: The size of your personal item will be checked during boarding. Items larger than the allowed dimensions are subject to an additional charge.

Thank you for sharing your concerns. We hope to have the opportunity to provide a better traveling experience in the future.

Best regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 12, 2025 I flew Frontier flight F922 from ************ to *****************************. Confirmation for my Frontier ticket was SBLTJF When I landed in ********** I was told that *********************************************************************************************** ************. I filled out a form - File # PUJF962465644 for Bag # **********. I was told they would try to get my suitcase to me and I could look up details on the frontier website about reimbursement for things I needed to purchase until my suitcase arrived. I was staying at a resort, the only option for shopping was the resort gift shop. I purchased a bathing suit, a swim cover up, a t shirt, 2 pairs of shorts, flip flops and some toiletries. I saved receipts. I tried calling, emailing, chatting with Frontier over the next several days to locate my suitcase. I was told repeatedly "someone will call you in 4 hours - stay by your phone". No one ever called. I continued to track my bag daily and finally someone agreed to refund my baggage fee from ************ to **********. The morning I flew home my suitcase was delivered to my hotel. Since I have returned I have emailed and called trying to submit receipts for reimbursement for what I purchased - they are legally required to reimburse these costs. To date I have received 1 phone call from Frontier - the phone rang once and someone hung up. The email response to my submitted was receipts was that I had to call to speak to someone. When I have called, there is no option to speak to a person unless you have a confirmation number for a flight within 24 hours - without that, the phone disconnects.
Business Response
Date: 04/30/2025
Hello Christian,

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

Thank you for reaching out to us regarding your recent experience with Frontier Airlines. We sincerely apologize for the inconvenience and frustration you encountered due to your suitcase being left in XXXX and the subsequent difficulties in obtaining reimbursement for your purchases. We understand the distress caused by the removal of ** suitcases from the plane, including yours, and the limited shopping options at the resort gift shop. The repeated attempts to contact Frontier through calls, emails, and chats, only to be told to wait for a call that never came, are deeply regrettable. We acknowledge the frustration of tracking your bag daily, the delayed delivery to your hotel, and the challenges faced in submitting receipts for reimbursement. Your feedback is invaluable to us, and we deeply regret that your experience did not meet the standards we strive to uphold. Please know that we take your concerns seriously and are committed to addressing them.

I have checked your reservation XXXX. I confirmed that you flew on XXXX, from XXXX to XXXX, at **. Our records show that you boarded the plane and the baggage report was made within XXXX hours. The bag fee was refunded on XXXX, for a total of $XXXX, $XXXX for a checked bag and $XXXX for overweight.

We received the receipts for the additional expenses you incurred; however, we are not able to see the information clearly. Can you be so kind as to resend the receipts in order for us to be able to see the items you bought?

We look forward to hearing back from you soon.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/07/2025

Complaint: 23240462

I am rejecting this response because: I followed through and reached out to frontier airlines and sent them copies of my receipts (pdf scans from my computer) and there has been no response from them. The last couple times I sent them they told me they couldn't read them and I had to call them and they provide no number to call. I was sent through a loop of calling a number that you could only speak to a person if you had the confirmation number of a flight within 24 hours - you had to enter it and it had to be confirmed to speak to someone. So I am not sure what to do now. I have sent the pdf scans to multiple people who all have told me they have no problem reading it.

Sincerely,

********* *********
Business Response
Date: 05/15/2025
Hello *********,

I do apologize for the long waiting time. We have a high volume of requests right now.

However, I want to appreciate the time you are taking to reply to us back looking for updates on your case.
I have checked and reviewed the receipts, and we confirm the items you bought while your bag was delayed.

Here we have the breakdown:

First receipt:

#1 XXXX XXXX XXXXX
1 - XXXX XXXX $
#2 XXXX XXXXX XXXX
1 - XXXX XXXX$
#3 XXXX XXXX XXXX
1 - XXXX $
#4 XXXX XXXX XXXX
1 - XXXX XXXX$
#5 XXXX XXXX XXXX
1 - XXXX$

Subtotal:
XXXX

TOTAL:
XXXX$
$XXXX USD

Second receipt:

#1 XXXX XXXX XXXX
1 - XXXX$
#2 XXXX XXXX XXXX
1 - XXXX$
#3 XXXX XXXX XXXX
1 - XXXX$

Subtotal
XXXX$

Total:
XXXX$
XXXX USD

Third receipt:

#1 XXXX XXXX XXXX
1 - XXXX$
#2 XXXX XXXX XXXX
1 - XXXX$
#3 XXXX XXXX XXXX
1 - XXXX$

Subtotal
XXXX$

Total
XXXX$
$XXXX USD

The total is $XXXX for all three receipts. Let me kindly inform you that we are going to cover all the items you bought while your bag was missing for XXXX days.

Please note that those additional expenses will be provided in a reimbursement check. We will be happy to assist you further once the additional information has been received. Be sure to include:

Name of payee
Mailing address
Phone number

This information is required to ensure that those who approve the check created do not reject the request due to missing information.

We appreciate your cooperation and look forward to hearing back from you.

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

Complaint: 23240462

I do not want this claim closed out until I receive the check from Frontier.

Sincerely,

********* *********
Customer Answer
Date: 05/21/2025
I received a reimbursement check yesterday from frontier airlines.
Thank you,
********* Soltysiak
Initial Complaint
Date:04/22/2025
Type:Sales and Advertising 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 2 round trip tickets on 3/19/25 for a total of $883.57 On 4/10/25 I received an email where the airline was telling me that they have changed my departure flight itinerary and that I needed to take action. The email says that if that new itinerary doesn't work for me us, we can cancel and receive a refund since they were the ones making the changes. This trip is for a wedding that we will be attending, and their time change doesn't work for us. Today 4/22/25 since I have not seen the refund on my credit card, I decided to contact the airline, where there's no way to reach someone by phone but only provide the option to chat with someone. After chatting with Shruti for a while he/she said that I was being refunded to the same payment method used and that I will be receiving an email to confirm. I just received the email, and it stated that I have been issued a travel credit. I just want to get my refund since we weren't the ones at fault. I had to buy tickets thru another airline and need my original amount refunded to my credit card. It has been very stressful trying to get someone from this Airline on the phone and also on the chat, making me feel that I'm not being understood.
Business Response
Date: 04/30/2025
Hello *******,

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

Thanks for reaching Frontier Customer Relations, we understand that you completed a trip to attend a wedding; unfortunately, the flight was disrupted by a schedule change, and the new flight did not work for you. Due to this, you are sharing that you need to get assistance since you were issued a flight credit and not the refund, so you need to get the funds back to the original way of payment. We do appreciate your feedback, and we are really sorry about the challenging time in which you had to go through. We strive to avoid giving passengers a difficult time, and we also acknowledge that you have to attend the wedding.

So based on records on the system, under confirmation number XXXXXX, you had a direct flight, and it was changed into a layover option; therefore, it applies for getting the refund, and currently, records on the booking show that your refund for $XXXX has been completed back to the **** Card ending in XXXX. The refund will take seven business days to be completed. It may take a few more days depending on your bank's processing time.

Moreover, we also have the information that you enrolled in our Discount Den membership, and due to this, you still keep your membership as active.

Once again, we are so sorry about the hard time in which you had to go through; we hope we can serve you better on a next Frontier flight.

Kindly,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/22/2025
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.
Complaint Against Frontier Airlines On April 17, 2025, I traveled with Frontier Airlines and was unfairly charged $198 for two personal item backpacksone for myself and one for my young son. These backpacks were purchased specifically to meet Frontiers personal item policy (18x14x8 inches) and easily fit under the seats in front of us. Despite this, I was charged $99 per bag at the gate, which is more than the airlines own published carry-on fee of $74. This charge was both unjustified and inconsistent with Frontiers publicly stated baggage guidelines.I attempted to explain the situation to the gate agent and even offered to reduce the contents of the bags due to financial hardship. Instead of assisting, the agent was dismissive, impatient, and claimed I was "holding up the line," pressuring me into paying the fee on the spot. The interaction felt less like policy enforcement and more like an aggressive sales tactic intended to take advantage of customers under pressure.The total cost of the trip, initially advertised as $198, ballooned to over $400more than I would have paid flying with a full-service airline like Delta or *******. These unexpected fees and the hostile treatment made for an extremely stressful experience.On the return flight, fearful of being charged again, I discarded personal belongings to ensure my bag wouldn't be flagged. That flight was also delayed over 2.5 hours, further adding to the stress and resulting in extra costs for food and parking. We didnt arrive home until after midnight.I am filing this complaint because I believe Frontiers actions were deceptive and exploitative. They advertised a low-cost fare, then used intimidation and inconsistent enforcement to extract additional fees. I am requesting a full refund of the $198 in improper baggage charges and accountability for the poor treatment we received. I also urge Frontier to revise its customer service approach and be transparent in its pricing and policies.-
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 in your flight from on XXXX you and your son paid for your backpack a total amount of $XXXX, and your backpacks were purchased specifically to meet Frontier personal item policy (18x14x8 inches) and in your return flight you discarded personal belongings to ensure you wouldn't be charged for your bag. I am sorry to hear that your flight was also delayed over 2.5 hours, and you were unable to travel as planned because it caused you extra time and costs for food and parking and you arrived home after midnight. 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.

We have the record that under the reservation XXXX in your flight XXXX from XXXX to XXXX on XXXX, you paid $XXXX 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 ***************************************************************;

However, we have the information that on XXXX the refund for your bags were processed as an exception 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.

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

Complaint: 23237488

I am rejecting this response because:
Thank you for your response and for issuing the $198 refund related to the improper baggage charges on my April 17 flight. I appreciate your willingness to review the situation.
However, I would like to formally request further consideration for the additional financial losses I incurred as a direct result of Frontiers actions.
Due to fear of being charged again on my return flight, I discarded personal items, including clothing and shoes, valued at approximately $80. This was a stressful and unnecessary sacrifice, made solely to comply with the same baggage policy that I had already followed on the outbound flight. Additionally, our return flight was delayed by over 2.5 hours, causing me to incur extra costs for food and a parking ticket totaling $10.
I am therefore requesting a total of $90 in additional compensation to cover:
Discarded personal items: $80
Delay-related expenses: $10
These losses were directly tied to the treatment I received, the lack of clear and consistent enforcement of Frontiers baggage policies, and the extended delay on the return leg. I hope Frontier will continue to handle this matter in good faith by reimbursing these costs.
Thank you again for the refund , and I look forward to a fair resolution to this final aspect of the issue.
Sincerely,
*****

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