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

6,446 total complaints in the last 3 years.
1,561 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/24/2025
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,
*****
Initial Complaint
Date:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently had a flight that was over 4 hours late. I emailed to get reimbursement and they offered a flight credit. I said I want a cash refund and offered to provide my info. This is a law that I can choose this instead. They've been trying to argue with me instead of just issuing my $50 on card or via ******.
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.

I am sorry to hear that your flight was delayed over 4 hours and you received an email with a credit, however, you'd like to receive a cash compensation instead. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers.

Note that ****************** does not provide cash compensation based in DOT regulations.

"Contrary to popular belief, for domestic itineraries airlines are not required to compensate passengers whose flights are delayed or canceled." *****************************************************

Refunds are provided on flights delayed over 3 hours that are not boarded/unused ticket, this is stated in our **************** Plan and also within DOT regulations which states:

"-Schedule Change/Significant Delay - A consumer is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the consumer chooses not to travel.
-Cancelled Flight A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel."

************************************************************************************;

While cash compensation cannot be provided, it appears that one of our agents voided the $XX travel voucher provided and instead, as one time exception has added XXXX redeemable miles to your account. You can follow these simple steps to redeem your miles:

1. Visit ******************************* and select your flight.
2. When looking for flights, search by "miles" (instead of dollars). This will also show how many miles are needed for your desired trip. View our redemption levels for more information.
3. If you have enough FRONTIER Miles for your flight(s) you can continue your booking! Keep in mind, taxes & fees and a redemption fee will be added.
4. Finish your booking. Remember, if you have Elite Status, you get a carry-on and seat assignment for free!

These are redeemable miles and will not qualify towards Elite Status
Miles will forfeit after 12 months of no activity on your account
Using miles for ancillary items like bags and seats or other amenities is not currently an option.
Flights paid with miles will not count towards accumulating more miles
A security tax paid by card is required when purchasing award bookings

Further information about miles can be seen here **************************************************************************************************

We appreciate your patience and hope to service your travel needs in the future.

Sincerely,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/22/2025
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.
Purchased a RT flight during the double miles promotion event, which I signed up for via the email they sent. Booked my flight within the time frame for double miles, and traveled within the time frame. Called Frontier to be sure I had the double miles promotion and they confirmed. Never received double miles to my account, only standard miles.Emailed them via the "contact us" page on 2/17/25. They responded 2/18/25 they were sorry and would credit the double miles in 5-7 business days. Double miles never posted. Responded to their email with Incident # **************-001194 on March 5, saying it had been past the 7 days and no double miles.Spent an hour on the phone 4/16/25 with their **** who said a supervisor would call me within 24 hours. no one did. Called again on 4/22/25, spent another 1.5 hours on the phone, and she said she would transfer me to a supervisor. Waited an hour and a half, no one came on the line. All I want is my double miles.
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 booking and you applied for getting double miles in your trip, so you met the requirements for it and now you have not received the miles from the promotion. Moreover, you have shared to us that you have tried to reach the representatives but they do not provide the proper information about it. We do appreciate your feedback and patience on this matter, we strive to provide a nice experience to passengers, and we also are taking your feedback seriously since some months already went by and you have not gotten your miles.

By checking the information on the system, under your confirmation number XXXXXX, we have records about your round trip from ********* to ******** from January 23 to 27, and under your Frontier Miles account, no additional miles have been added.

Due to this, sharing with you that we have submitted the request for our corresponding team continues working on the request and you can get your missing miles, allow us some business days.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I went on my account and saw that they added the bonus miles, and I thank all parties involved for resolving this matter. Thanks very much.

Sincerely,

****** *****
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.
Cancellation and rescheduling of my family's flight from (ONT) to (RDU) on April 19, 2025. This disruption caused significant inconvenience and financial hardship, for which the compensation offered by Frontier Airlines is frankly insulting. My travel party included myself, my 13-year-old daughter, and my 38-year-old son, who has a TBI. As a single father, traveling with a child and an adult with special needs presents challenges under normal circumstances. The unexpected cancellation of our flight amplified these challenges.This forced me to incur unforeseen expenses. $300, for an extension of our rental car agreement and change in the drop-off from (ONT) to (LAX). I had to secure last-minute stay for the night. The rescheduling had a profound impact on our personal and religious obligations. It is disheartening to contrast this experience with an incident on our outbound flight to **. During the (DEN) to (ONT) leg, Frontier overbooked the flight and offered passengers $900 per ticket to take a later flight with a 12-hour delay in which we declined. Given this prior incident and the substantial disruption on our return journey, the offer of a mere ***** Frontier Miles per passenger feels like a trivial gesture. For context, the roundtrip flight cost me ******* miles, making the offered compensation a negligible fraction of the total cost and a poor reflection of the actual hardship endured. Frontier claims the cancellation was due to "operational decisions (marketing)" and therefore "beyond their control," thus absolving themselves of responsibility and citing their customer service plan regarding uncontrollable events. Overbooking, as evidenced by the incident on our outbound flight, is a direct result of the airline's business practices and is certainly within their control. I believe that a more appropriate form of compensation should be offered an that Frontier should be investigated for their unfair practices.
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 your flight was disrupted, and you were traveling with your child and your son with special needs; due to this, you rebooked your flight, and you had to face some difficulties in the situation. Due to this, you are sharing with us that you submitted a claim, and you were added 5000 redeemable miles per passenger due to the disruption, but you are looking for a proper compensation. We do appreciate your feedback, and we are really sorry about the challenging time in which you had to go through. It is never our intention to give passengers a hard time when flying Frontier.

So per records on the system, we have the information that your flight was canceled due to an uncontrollable event, and based on our **************** Plan, we are able to refund or rebook your flight. "Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket". ********************************************************************

Due to this, I am sharing with you that on our end, as a one-time exception, we have issued a full fare flight voucher for $XXXX per passenger available for 90 days. This due to your experience.

-XXXXXXXXXXXXXXXX under ******* ****** available for $XXXX and will expire on July 27, 2025.
-XXXXXXXXXXXXXXXX under ******* ****** available for $XXXX and will expire on July 27, 2025.
-XXXXXXXXXXXXXXXX under ******* ****** available for $XXXX and will expire on July 27, 2025.

Please Note
-Vouchers are not redeemable for cash.
-Vouchers are valid for 90 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.
-To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email.

Thanks a lot for your feedback and once again we are so sorry about having a hard time on your flight, we hope to see you on a near flight with us.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/30/2025

Complaint: 23236250

I am rejecting this response because:
This offer falls short of the amount of loss suffered from Frontier's Overbooking of flights, the trouble we have to go through just to fly Frontier, the excessive layover times, and the rude terminal and plane personnel.
In addition to a forced change of airport, last minute extended stay of more than 24 hours, extended car rental, fee for change of car rental return, another night of accommodations, and Now I will mention that I booked a plane/car rental package where the original car rental was twice what was quoted through Frontier through Budget. So, with all of the hassle Frontier puts their customers through, this has got to be the worst airline EVER. I also cannot believe that overbooking a plane is not something within Frontier's control. I wrote about the plane in ****** where they offered passengers $900 each to wait 12 more hours (most of us had already been waiting 10 hours, laying on the floors, chairs, and etc). They took 4 people off the plane on that layover and made them stay 12 more hours. When the plane was ready to take off, one of the stewardesses said to the other "we've had no-shows, we have 4 empty seats" and the other stewardess laughed. They made no effort to help the 4 people they booted off the plane. I have a Frontier Card and was Platinum Elite. I spent 60K last year for miles plus the bonus miles for joining as well as the annual fee. Now, Frontier is offering me $150 per passenger as a "one time offer" good for 90 days??? I do not recommend anyone flying Frontier for the type of treatment that you receive. At the airports, people are sleeping all over the place due to long layovers. Many flights across country involve up to and beyond 24 hours from origin to destination (for 6-7 hour flights). Special rate flights are not realistic when paying for luggage, paying an extra fee if you have to talk to an attendant, phone calls that do not get answered (if you can even find a number) and AI chatbots that do not answer the questions. I am going to find someone other than Frontier. It is the worst airline I've ever flown. Their measly limited offer won't do much for us based on their round trip rates. Sad, very sad.

Sincerely,

******* ******
Initial Complaint
Date:04/22/2025
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.
We canceled a flight back in February as they changed the itinerary and it didnt work for us and it is almost May and we still have not received our refund we dispute with our credit card and frontier never showed proof that we took the flight as we canceled it
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 your flight was disrupted by a schedule change, and since you did not receive the refund, you disputed the fund with the bank. Due to this, you are still waiting for the refund on your card. We do appreciate your feedback and patience on this matter. We strive to avoid giving passengers a challenging time when flying Frontier. So I will double-check the information on the system to share with you the available options.

By checking the information on the system, we have records that your flight under confirmation number XXXXXX was disrupted by a schedule change, and it qualified for getting the refund. So you did not use the portal for the disruption but canceled it under the regular fares. As a result, no refund was completed, and you did not reach the representatives to be assisted, but the chargeback was placed. Due to this, we have the information that needed to wait for 90 days.

On our end, for us to double-check the information and assist you with the refund, we need to get the letter from the bank stating the resolution under your request, so we can submit the refund request for us to be able to complete the refund back to the original way of payment. You can attach the letter with us, and we can continue assisting you on this matter.

Once again, thanks a lot for your patience and understanding; we hope we can get the information to continue assisting you.

Kindly,
Customer Relations Specialist
**********************
Customer Answer
Date: 04/30/2025

Complaint: 23235342

I am rejecting this response because:
According to your email, there are two systems in place and even though I just responded to your email, Im gonna reply on here as well so that way the Better Business Bureau understands whats going on that you guys are scamming and have two different systems set up in place so that the person thinks that theyre going to get a refund at 7 to 10 business days and but in reality Theyre not because you charge cancellation fees on your website you say that there are none if its a voluntary change And because we disputed it with our bank now you want proof that we disputed it when we still didnt take the flight so none of this makes sense. I want my money back.
Sincerely,

******* ******
Customer Answer
Date: 05/07/2025
Hello I also emailed the attached documents with this pdf.
Business Response
Date: 05/15/2025
Hello *******,

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

Thanks for reaching Frontier Customer Relations with your new reply regarding you needing to get assistance with your booking since your flight was disrupted by a schedule change over XXXX hours, and you set a chargeback. We do appreciate the information you have provided to us regarding the letter you got from your bank.

Sharing with you that by the moment of trying to open the file and use the password you sent with us, we have not been able to get the letter since it shows the password is incorrect.

So you can show the *** of the letter or a screenshot regarding it for us to be able to continue working on your request.

Once again, thanks a lot for your patience on this matter; we hope we can hear from you soon.

Best regards,

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

Complaint: 23235342

I am rejecting this response because: Hello, I have submitted my correct documentation as of May 7 and I have emailed them almost every day since making sure that they received screenshots of the documents requested and no one has gotten back to me with regards to the screenshots Nor with my refund, I have been patiently waiting for the next step, but it has been a week with no response

Sincerely,

******* ******
Business Response
Date: 05/25/2025
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 do appreciate your feedback and patience on this matter. We acknowledge how important it is for you to get assistance with your refund back to the original way of payment under confirmation number XXXX. Due to this, we did receive the letter from the bank, and we submitted the request regarding your refund.

We are glad to share with you that we have received an update regarding it. Due to this, sharing with you that a full refund has been approved back to your card. So sharing with you that we have completed a refund for XXXX back to your Card 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.

Once again, we do appreciate your patience on this matter. We hope we can see you soon on a Frontier flight.

Best regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/22/2025
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.
I booked a flight with frontier and paid extra ****** for the front seats with extra leg room and no middle seat. When we were boarding the flight attendant advised us we couldnt have the seats we paid for because their jump seats were out of service so they had to take our seats and move us to other seats. I messaged someone about it and they said there wasnt anything they could do.
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.

I sincerely apologize for the inconvenience you experienced regarding the front seats with extra legroom that you had selected for your flight. I understand that upon boarding, the flight attendant informed you that those seats were out of service, preventing you from sitting there. I truly regret any trouble this may have caused you, specially since you paid for them beforehand to travel comfortable.

I have reviewed the incident ***** XXXXXXXXXXXXXXXX and I can confirm that a refund was provided by our team for $XXXX back to the card ending in XXXX on April 24, 2025. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.

We appreciate your patience and hope to service your travel needs in the future.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *********
Initial Complaint
Date:04/21/2025
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.
During checkout they changed the amount and they don't have a person to communicate with. I called immediately after and it stated on hold for 270mins. I read they don't have a customer service the *** should allow a business or airlines not to have customers service when dealing with humans in sch a sensitive nature
Business Response
Date: 04/30/2025
Hello Tee,

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

I truly empathize with the frustration you experienced during the checkout process, especially with the unexpected changes in the amount and the difficulties in reaching customer service. Its understandable to feel upset when you are unable to communicate with someone regarding such important matters.

I was unable to locate the reservation you were referring to. I will be happy to address your concern. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:

-Reservation Confirmation Code
-Passengers First and Last Name
-Last 4 digits of the credit card used to purchase the ticket

Or you may instead provide THREE (3) of the following pieces of information:

-Phone number on the reservation
-Email address on the reservation
-Mailing address on the reservation
-Name of the ************* (If booked through a 3rd Party)
-Flight Number
-Passenger Date of Birth

As well, please provide further details about your concern.

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

Sincerely,

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

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