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Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:04/27/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

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

    • Initial Complaint

      Date:04/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Resolved
      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Unresolved
      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:
      Resolved
      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

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

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