Complaints

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

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  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

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:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 15, 2025, my wife's credit card was billed ***** by Frontier Airlines, ******, ********. The charge was for a membership fee in a rewards program. We canceled this membership approximately three years ago. However, each year, we continue to get billed for the fee and have to call the company to get the charges reversed. For whatever reason, this year it has been next to impossible to get in touch with anyone at Frontier Airlines. Their automated phone answering system is awful. It will hang up on me at times or will tell me that a representative will speak to me in approximately 260 minutes! I tried to use their online chat feature but found it was AI generated and couldn't answer my questions. I am tired of dealing with this issue. I want a refund for the membership fee they charged me and want the membership ended for good. Any help I can get to reach out to this company would be appreciated.

  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 need to get assistance with your Discount Den account since your wife has already canceled it. We do appreciate your patience on this matter, and we are so sorry about the challenging time in which you had to go through. You are sharing with us that you have been charged the fee for the renewal, and you have tried to reach our **************** Representatives, but there has not been any success. We do appreciate your feedback and patience on this matter. We are here to double-check the completed information and share with you the accurate information.
  
  So sharing with you that for us to be able to get the information on the system, specifically under your wifes account, we need to get the following information:
  Member's first & last name
  Member's account number
  PIN
  
  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:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/21 I purchased two round trip tickets for 3/16 from ************************** to ************* with a layover in *******. The departing flight from ****** to ******* was delayed due to insufficient staff. This happened more than once throughout the night And eventually, in the early hours of the 3/17 morning, we were allowed to board the plane. Unfortunately, after sitting on the plane for a few minutes an announcement was made that we were going to have to Get off the plane, the flight had been canceled due to the pilot being out of his allotted flight hours. After a lot of the passengers, making a lot of noise and complaining, the pilot got on the overcome and explained the situation. He stated he had asked frontier staff not to allow us to board plane as the plane would not even be taking off due to him being out of available work hours, and there not being another pilot able to take over. He apologized and basically said it was out of his control and nothing he can do. We proceeded to ******* the plane and go to customer service where they informed us that the next available flight would take place four days later. At this time we requested a full refund and were told since we were no longer willing to rebook through Frontier the refund would have to be done online. On 3/24 I received a partial refund with the explanation that a full refund was not available as it had showed that I had boarded the first plane. I have explained the situation to multiple customer care representatives And continue to get the runaround. The first request for a refund was done on 3/17 2nd request 3/21/25, 3rd was done on 4/11/25 4th Request was done today 4/21. All 4 times I have been told that it has to go to a different department and I just need to wait.

  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.
   
  Im sorry to hear that your experience with Frontier has been less than satisfactory due to the delay of your flight, which resulted in you being unable to board after the pilot ran out of hours and you had to deplane. I understand that you requested a refund, but unfortunately, it was denied by our team.
  
  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.  
  
  After reviewing the reservation, I see that you were provided a refund for the first leg from X** to X** and the return flight for $XXX back to the card ending in X** Also, X** tickets outbound and return were refunded for $XXX, $XXX, $XXXback to the card ending in 5074 and $353.00 back to the card ending in X** These were refunded on March 24, meaning that we processed a total refund of $XXX. 
  
  There is a remaining amount of $XXX that cannot be refunded since it is the value of the second leg from X** I see that on XXXX, you checked in and printed a boarding pass at 5:27 AM from the app and at 9:17 AM you boarded the flight successfully. Boarded flights cannot be refunded. 
  
  While further refund is not due, in our effort to regain your trust and encourage you to give us another opportunity, we are pleased to offer you a one-time exception of a $XXXvoucher to be used on a future flight with Frontier Airlines.
  
  These are for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  XXXX
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,  
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/21/2025

  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.

  Hi there,On December 30, 2024, I decided to make a travel reservation with SmartCheapFares, which offered me tickets from *********** to ******* for 3 people for $669.51. I wanted to buy it for that price. However, minutes later a very rude attendant called me and offered me another ticket for a much higher price than that. Since it was not the price of the reservation, I said I did not want it, I did not want to spend more than that amount.Therefore, as happens with real companies, the reservation should be canceled. I thought that would be resolved like that, and when I looked, my credit card was debited with a very different amount than the one I had in the reservation. It says that it was a purchase made in person, which never happened. Worst of all, I never received the tickets. I tried to call Frontier to confirm this transaction and the company does not allow me to contact a person. Only a chat with automated messages. Please, I want this charge to be canceled from my SOFI credit card because several pieces of evidence show me that I was the victim of a scam.Unfortunately, I tried several times with ********* to have the charge removed from my credit card because I did not authorize that charge, and the bank's investigation department, which did a terrible job, sent me a document of very poor quality where we can clearly see that the sender of the document is unknown and it also says in the document that the tickets were sent to an email that does not belong to me, further confirming my suspicion of fraud. However, despite all this, SOFI did not accept to remove the charge, saying that it was due.I felt cheated by this scam company called Cheapfareflight, by SOFI and by Frontier, which did not help me solve the problem at any time. I have a loss of $1,076.88 and I cannot find a solution with any of these 3 companies. Please, I need help. I cannot pay for a product that I did not receive.

  Business Response

  Date: 04/29/2025

  Hello *****, 
  
  Thank you for reaching out to Frontier Airlines. We have received your communication with the BBB regarding your ticket ***, with a flight ***, from ***, and coming back on X** We are sorry to hear that your process of buying your tickets via a third-party agency was not as expected. I understand your refund request and appreciate the attached documentation. We are here to assist you.
  
  Your time is valuable, and we appreciate your comments. I genuinely understand the inconveniences you went through at the time of booking with SmartCheapFares. We reviewed your case and will continue properly.
  
  After reviewing our records and the chargeback process, we must politely tell you that your request was denied. We must inform you that this decision was made by the bank and our specialized department by analyzing all the factors that were present at the time while remaining consistent with our policies. As neither we nor your bank was able to confirm that this booking was fraudulent, we could not proceed with a refund of your ticket, as fares are non-refundable. We appreciate your understanding on this matter, as the bank decision is final in these chargeback scenarios. 
  
  For future bookings with us, make sure to only use our website, **************************************** or our mobile app to process your new tickets. Additionally, some of our official and approved third-party booking agencies are Expedia, ***********, Orbitz, Priceline, and OneTravel/Fareportal.
  
  Though we understand this may not be the outcome you anticipated, we appreciate your understanding and hope for the opportunity to deliver a better experience on your next Frontier Airlines flight. We are confident your next flight will be an amazing one. 
  
  Thank you for contacting us again, and we look forward to welcoming you on future Frontier flights.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/04/2025

  Complaint: 23232244
  

  To whom it may concern,

  I am rejecting the merchants response because I did not receive any goods or services for the charge of $1,076.88. According to the documentation, the charge was made in person by an agent identified as WebAnonymous, and the travel itinerary was sent to the email address *****************************, which I do not recognize and have never used.

  
  I did not authorize this transaction, nor did I ever provide my credit card information in person to anyone. I was never contacted, informed, or sent any details regarding the tickets allegedly purchased with my card. The suggestion that I am responsible for this charge is entirely unfounded.
  
  This appears to be a clear case of fraud, and I strongly dispute any obligation to pay for a transaction conducted without my consent or knowledge.
  
  Sincerely,
  ***** F ********

• Initial Complaint

  Date:04/21/2025

  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 booked a roundtrip Frontier flight to fly from **************, **** to ***. I was departing SLC on May 27, then I am meeting my family at *** and we are traveling to ****** and back on another airline. We are coming back from ****** June 4th and then I would fly on my return fly using Frontier back from LAX to SLC. Frontier cancelled my return flight and rebooked me on a flight I will not be back from ****** in time to make. I have tried calling and can only schedule a call back, which I have never gotten a call back. I have tried the chat feature and it is a virtual chat which will not help me. I have filed for a refund on their website with no response. I have tried to talk to an actual person and rebook or cancel my flight and have never been able to contact anyone. If I cancel or rebook I am charged a fee, when I shouldn't be charged as my original flight was canceled an rebooked without my approval.

  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 understand your concern because you booked your roundtrip flight with Frontier Airlines from ***, to meet your family and travel to ******, but your flight was cancelled and changed but the new itinerary affected your travel plans, so the new flight did not work for you and you requested a refund but you were charged an additional fee. I'm really sorry to hear that you weren't able to speak to an agent on the phone. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, *****. We strive to get our passengers to their final destination as timely as possible, and I can only assure you these are not the standards we strive to maintain. Please accept my deepest apologies for all the inconvenience this situation may have caused you, *****. 
  
  I must kindly inform you that the Frontier business model is changing in many ways and the difficult decision to discontinue our call center service comes after careful analysis and evaluation, you are always welcome to reach out our general reservation agents through our different official channels like chat and social media support: *********************************************************************************************************
  
  We do offer phone support for ************* members, for customers contacting us within 24 hours of their travel and passengers who recently completed travel within 24 hours. If you meet either of these qualifications, you can call at ************. 
  
  We have the record that under your reservation X** your flight from X** was affected by schedule change and your flight was moved to the flight from X** with a connecting flight in X** Travel can be stressful, and unexpected schedule changes are never welcome. Let me kindly inform you that the schedule changes occur because the airline has to adapt when busy airports make changes in the availability of landing slots and gates.
   
  We have the information that your flight was cancelled, and the refund was processed for $XXX to your X** card ending #XXX. Please allow 7 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.
  
  Remember that since you purchased the Discount Den membership under reservation, the non-refundable membership fee was $99.99.
  
  THE DETAILS:
  
  -Annual membership costs $59.99 for one full year of savings. New members pay $99.99 their first year, $59.99 + $40 enrollment fee (this includes returning members who have previously cancelled their membership).
  -As a member, you'll earn FRONTIER Miles for every flight. Already a member? Sign In
  -Be the first to hear about new offers, promotions and hot new destinations
  -On valid Kids Fly Free flights, one kid under 15 can fly for free for every adult DISCOUNT DEN fare purchased.
  -The fares are available for up to 9 people on your reservation, as long as you are on the same reservation with the other passengers
  
  Remember that the charges of the Initial Membership Price are non-refundable. For more details about terms and conditions about the Discount Den Membership, please check the following link: *****************************************************************************************************************;
  
  Remember that your Discount Den Membership remains active with the benefits for a future reservation with Frontier Airlines.
  
  I hope this information is very helpful to you. If you have any additional questions, please do not hesitate to contact us again.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 30, 2025, my family (two adults and two young children, ages 4 and 6) was involuntarily denied boarding on Frontier Flight F93222 from *** (**********/*****************) to RSW (***************, **). We had confirmed tickets, assigned seats, and had checked in online the day before. We arrived at the airport based on a text message from Frontier indicating the flight was delayed by nearly an hour. Our checked luggage was accepted by Frontier and flew without ***** the gate, we were told the flight was oversold, and we were denied boarding. We were issued and signed a *** Denied Boarding Compensation Form, which stated we were entitled to 400% of the one-way fare, per DOT regulation 14 CFR *****. Gate agents and a supervisor confirmed this and referred us to ************* to finalize payment.Since then, Frontier has given multiple conflicting explanations, including aircraft downgrade and baggage check-in timing, to refuse compensation. None of these were mentioned at the time of denial. Despite our bags flying, Frontier claims we didnt meet check-in requirements. We have been issued a voucher (which we declined) and refunded our original fare but not the required denied boarding compensation.I am filing this complaint to request Frontier honor its legal obligation under federal law and provide the 400% compensation per passenger as clearly outlined in DOT regulations and Frontiers own written notice provided to us at the airport.

  Business Response

  Date: 04/22/2025

  Dear ******,
  
  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 distressing experience you and your family faced on March 30, 2025, regarding your denied boarding on Flight F93222. I understand how frustrating and inconvenient this situation has been, especially traveling with young children. I appreciate you providing detailed information about your situation, including the conflicting explanations you received regarding compensation. Its important to us that our customers are treated fairly and in accordance with *** regulations, and I understand your concerns, I will surely take a look into your concern and assist further.
  
  After reviewing our records, we have confirmed your concern has been addressed with the following information on ****XXXXXXXXXXXXXXXX
   "Our systems show that delay notifications of a minor delay were sent to the email on file, as well as SMS text at 8:56am before original departure time of 12:28pm, advising of anticipated departure of 1:15pm. Check-in for your flight was completed online on March 29, 2025, and seating assigned. After check-in, I do see that there was a change in aircraft. In certain circumstances, airlines may be required to change aircraft. This can occur when flights experience schedule changes, maintenance or to meet operational requirements.
  
  Downgrades happen when airlines substitute a smaller aircraft in the place of the original scheduled aircraft. Although downgrades are similar to oversold/denied boarding situations, voucher compensation is provided instead of monetary compensation. Keep in mind, airlines may deny you a seat on an aircraft based on criteria that it establishes, such as the passenger's check-in time, the fare paid by the passenger, or the passenger's frequent flyer status.
  
  After careful review of the information received from the ******************, our systems show that check-in for your flight was completed online, and your family arrived at the self-service kiosk at 11:37am to print checked bag tags. At 11:56am, it is noted that your party arrived at the baggage counter to complete bag drop. As it was past the 60-minute cut-off of 11:28am, the baggage counter was unable to complete check-in of baggage.
  
  As outlined in Frontier's Contract of **************************** The passenger must be checked in with a printed boarding pass or a Frontier mobile app digital boarding pass in-hand, and with checked bags, if any, presented to and accepted by a Frontier representative or Frontier-provided system, at least 60 minutes prior to scheduled departure.
  
  Each airline has a check-in deadline, which is the amount of time before scheduled departure that you must present yourself to the airline at the airport. For domestic flights most carriers require you to be at the departure gate between 10 minutes and 30 minutes before scheduled departure, but some deadlines can be an hour or longer. Check-in deadlines on international flights can be as much as three hours before scheduled departure time. Some airlines may simply require you to be at the ticket/baggage counter by this time; most, however, require that you get all the way to the boarding area. Some may have deadlines at both locations. If you miss the check-in deadline, you may have lost your reservation and your right to compensation if the flight is oversold. *****************************************************
  
  In this instance, Frontier provided the option to rebook on the next available flight, however, the offer was declined. While the flight was affected by an oversold/downgrade, we would like to clarify that your party is not eligible to receive denied boarding compensation as check-in requirements were missed. In addition, the $XXXX voucher that was issued is noted to be a downgrade voucher, however, it was created in error. We sincerely apologize for any miscommunication that was provided.
  
  Along with our apologies, we see that refunds in the amounts of $XXXX and $XXXX for the unused flight segment and prepaid baggage were returned to the credit card on file on March 30, 2025. The $XXXX voucher that was issued will remain in our system until expiration of March 30, 2026.
  
  In an effort to remain consistent with all customers we service, our position in this matter remains unchanged and are unable to honor your request for compensation. While we understand your frustration that travel did not go as planned, please rest assured that our decision was reached following a thorough review of all accounts.
  
  Please know that we have taken your feedback seriously and have made it a focus in our ongoing efforts to improve our service. Rest assured; your comments have been shared with our management team for internal review and training purposes. However, any outcome would remain confidential."
  
  Find the voucher below:
  
  Voucher Code : XXXXXXXXXXXXXXXX ; Passenger Name : ****** *****; Value : XXXX; Expiry Date : 3/29/2026
  
  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.
  
  *********************************************************************************;
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23231843
  
  Response to Frontier Airlines Rebuttal

  
  Thank you for the opportunity to respond. I do not accept Frontiers response, as it continues to misrepresent the facts and deny compensation that is clearly owed to me and my family under federal law (14 CFR 250.5).
  On March 30, 2025, my family (including two small children, ages 4 and 6) was involuntarily denied boarding from Flight F93222 despite:

  
   - Having confirmed seats, boarding passes, and paid-for seat assignments.
   - Checking in online a day prior and arriving at the airport ahead of the updated flight time.
   - Having our checked baggage accepted by Frontier and those bags were flown without us to RSW. If we were too late, why were our bags accepted and flown?

  
  We were told at the gate that the flight was oversold, not downgraded. We were issued and signed a *** Denied Boarding Compensation Notice confirming we were owed 400% compensation per passenger under federal law. Gate agents and a supervisor reaffirmed this and referred us to ************* to collect the mandated compensation.

  Frontier is now retroactively changing the reason for denial citing check-in cutoffs and an alleged aircraft downgrade both of which were never communicated at the time. They continue to offer a voucher I explicitly declined and are refusing to provide the compensation that their own staff acknowledged and documented in writing.

  
  I am not seeking anything outside what is already guaranteed by DOT regulation. I am pursuing this in good faith and have filed or am in the process of filing formal complaints with:
   - The *************** of ************************ Consumer Protection Division
   - The *********************************
   - The ************************ (***)
   - ****************, an air travel consumer advocacy group

  
  If this matter remains unresolved, I also intend to pursue small claims court in ************, **, where the incident occurred.
  Frontier is not being reasonable or fair. I am simply asking them to honor a federal obligation that was acknowledged in writing by their own staff.

  I'm attaching screenshots of my boarding passes WITH confirmed seats.

  Sincerely,
  ****** ***** III 

• Initial Complaint

  Date:04/21/2025

  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.

  On 4/18, I called Frontier to request a wheelchair for my fianc (post-surgery 4/15) While on the phone, we were offered to check in for our 7:25 AM flight on 4/19. The agent confirmed check-in and added the wheelchair request. It did not reflect on app, but he said it will updated. Next Day, Despite arriving at *** at 5:30 AM on 4/19, the promised wheelchair was unavailable. Spoke to an employee, they requested it via walkie talkie to frontier. We waiting ***** mins and it didnt come, forcing my recovering fianc to walk painfully to the Frontier counter (arriving around 6:15 - 6:20 AM). I explained the need for a wheelchair - the said a request came but never got completed? . I said we have 1 bag to check. Upon putting it on the scale, she stopped me mid sentence and said that we are too late, the flight is CLOSED. . I explained to her that we were checked in via phone yesterday when I made the wheelchair request. She said well in her system were not checked in and she cannot put us on the flight and she is not accepting our bags. She said were late, and not checked in and she does not have a wheelchair and by the time we get one, it is too late. She said she is now closing the flight. I asked what do we do. She said she cannot help us, that we can walk over to Spirit and ask them to book us a flight, or go book one on our own. I watched and listened as another passenger behind me with the SAME situation (1 checked bag) was allowed to check in their bag and ALSO check in for the SAME flight. We were forced to purchase last-minute ******* tickets exceeding $3500 to return home for work obligations on 4/21. Frontier listed us as "no-shows" and offered an inadequate voucher. I believe this constitutes *** discrimination and asking a refund for the Frontier flight, not a voucher. Truthfully, I will never fly with Frontier again. I do not want a refund voucher. I want a refund of the value of our flight for 4/19 because this is essentially a *** ***************

  Business Response

  Date: 05/02/2025

  Hi ***********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Please accept my apology for any misunderstanding when arriving for your return flight April XXXX, from XXXX back to XXXX. Included below is the original response sent to you.
  
  Flights close at 60 minutes prior to departure, and you must have your boarding pass in hand and bags tagged and dropped by that time. If the flight is missed agents can assist with accommodating to a later Frontier flight with any applicable fees.
  
  We are happy to assist with special service requests and again recommend you arrive 2 hours prior to scheduled departure. Requests can be made prior departure, and I see that the wheelchair request was added on XXXX, but you do need to self-identify with agents that you have arrived. Once you arrive and self-identify to agents, they will assist with checking in bags or check-in and then direct you to the designated area for the next available agent to assist. There can be a short wait as agents return from assisting others.
  
   As you did not travel a refund of the unused segment and fees was refunded back to the card ending in XXXX in the amount of $XXXX. 
  
  Again, I apologize. We hope we can welcome you and your family on a future Frontier flight.
  
  Sincerely,
  
  Sr. Customer Advocate
  **********************

  Hello ***********,
  
  Thank you for contacting Frontier Airlines. We appreciate receiving your email and are happy to address your concern.
  
  We are sorry to learn that due to late arrival at the airport, you were unable to board your aircraft, even when another passenger were able to board the plane after you. Please accept our deepest apologies on behalf of the company for the service, the threat, and the additional charges you were required to pay as a result of these inconveniences.
  
  We are really sorry to know that this happened to you. We always hope to give you the best experience you can have; these kinds of situations are unexpected for us. It is not our desire to cause our customers any inconvenience. 
  
  Thank you so much for your reply ***********, we totally understand your point of view, but let me kindly mention that none of us are able to make the checking for any customer due to ********************** regulations, that is something that need to be complete in your end via app or website, that's why recommended to all our customer to arrive at least 2 or 3 hours before your original departure time, in order to avoid this kind of scenarios, unfortunately your booking does not qualify for a refund, we had made and expectation and issue a travel credit, since your booking was tag as no show.
  
  However, as one-time courtesy, we have made an exception XXXX, we approved your refund request for the amount of $XXXX to your XXXX Card ending in XXXX, valued for your ticket flight and for optional fees for additional travel options.
  
  Please allow up to ** 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.
  
  You can access receipts of all of your payments, refunds and credit card charges online on the My Trip page. Access your booking by entering your Last Name and Confirmation Code (XXXX) and click Search. or click on the next link to more information: ********************************************************************************************************************
  
  We know that it cannot be aligned with what you were looking for; we must need to follow up our policies to be fair with all our customers.
  
  Regards,
  
  Customer Relation Specialist
  **********************

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/21/2025

  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.

  My suitcase (Tag Number: **********, File ID: ************** was severely damaged during my Frontier flight, with a wheel completely broken off. The file was opened on April 23, 2024. Frontier has dismissed the issue as "normal wear and tear," which is unacceptable, as the damage clearly indicates mishandling beyond ordinary use. The suitcase was in good condition prior to this flight, and the loss of a wheel significantly impacts its functionality. I am requesting appropriate compensation for the damage caused by your airline's mishandling.

  Business Response

  Date: 04/29/2025

  Hello Baowei,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I sincerely apologize for the troubles you have faced with your suitcase during your flight. It is completely understandable to feel frustrated when your belongings are not treated with the care they deserve. I acknowledge your concerns about the damage to your suitcase, particularly the broken wheel, and I empathize with the inconvenience this has caused you.
  
  After thoroughly reviewing the photos you submitted on your claim ***, we regret to inform you that we believe the condition of your bag reflects normal wear and tear that can occur during air travel. As a result, it does not qualify for compensation. We understand how disappointing this news can be, and we appreciate your understanding in this matter.
  
  In our effort to regain your trust and encourage you to give us another opportunity, we are pleased to offer you a one-time exception of a $XXXvoucher per passenger to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. This is for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  XXX
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/21/2025

  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.

  My flight from frontier was cancelled. I was flying from ************* (***) to ********** (***) with a layover in ******* (PHX) on April 20, 2025. The flight from *** to CVG was cancelled on April 20, 2025 and I was stuck at the *************** overnight. Frontier Airlines did not offer a hotel voucher and I was stuck sleeping at the *************** overnight. I was trying to request a full refund from Frontier Airlines for my flight as I was stuck at *************** overnight and Frontier did not offer a hotel nor food voucher, and any rebooking flight they offered was to ******* or ********* which are both 4 to 5 hours away. My flight number was F9 4112 from ******* to CVG on April 20, 2025. The flight was cancelled by Frontier at the last minute leaving me stranded in *******. My flight confirmation number was PI6F4N. I was trying to request a refund from Frontier Airlines but none of their agents on the phone nor at the airport helped me. I had to rebook my flight on a different airline at the last minute for a higher price because it was a last minute booking. I am requesting a full refund from Frontier Airlines as I ended up stuck in ******* overnight, and slept at the airport overnight because Frontier cancelled my flight.

  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 am sorry to hear that your flight #XXX, leaving you stranded overnight at the airport without any assistance or accommodations. I can only imagine how frustrating and uncomfortable that must have been for you, specially since you had to incur into expenses that were not part of your plans. We recognize that traveling can be stressful and that unexpected cancellations are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. I understand that you'd like to request a refund on your flight.
   
  Our records indicate that the flight was uncontrollably cancelled due to weather conditions. At Frontier Airlines, we strive to provide reliable and timely service to all our passengers. Unfortunately, in this instance, situations our of our control led to the cancellation of your flight, which prevented us from delivering the travel experience you expected and deserved.
  
  We must inform that Frontier is not liable for expenses caused by a cancellation, delay or other disruptions. The Section 15 of our Contract of Carriage, which all passengers agree to at the time of purchase, states:
  
  "A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation"
  
  Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************
  
  Th reason of you not being provided with accommodation is based in our **************** Plan which states that given the nature of uncontrollable events, 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. Based on this, we can only provide a refund for the unused portion, which is from ******* to **********. As soon as the refund is completed, we will let you know via email. I know the importance and urgency on getting your refund and I can assure you we're working hard to complete this for you.
  
  As well, I see that one of our agents has provided a $XXX voucher as one time exception for a future flight with Frontier. This is for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  XXX
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************   
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23229542
  
  I am rejecting this response because:
  

  Frontier Airlines since the beginning of the cancellation has given contradicting reasons for the cancellation of the flight.  The reasons they have given are:

  1.  The pilots had to many flying hours so they couldn't continue with flying the airplane to the next destination.  This was the response that was given at the airport by the gate agents.

  2.  The flight was cancelled because of airport operations.  This doesn't make sense as the plane had just arrived from another location and all the passengers were getting on board the airplane when it was cancelled.  

  3.  The flight was cancelled because of weather conditions.  This also doesn't make sense because there was no extraordinary weather in either the departing or arriving locations.  

  Frontier does not want to admit that it was their fault that the flight was cancelled as a result of the pilots flying too many hours on their planes because they don't want to provide a refund for the incidental costs.  The gate agents at the airport told everyone that the reason for flight cancellation was because of their pilots flying too many hours.  This is concerning as Frontier is flagrantly lying as to the reason for the cancellation.

  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/11/2025

  *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
  We genuinely regret that our response to your situation did not meet your expectations. Please know that it is never our intention to inconvenience our passengers, and we truly value your feedback. While we understand your request for reimbursement, we must inform you that we are unable to fulfill it as we are not liable for those expenses. 
  
  On the other hand, my research shows that a refund was approved for the amount of XXXX and was issued to the card ending in XXXX on XXXX. Please allow 7 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. 
   
  While we regret that we're unable to offer a reimbursement in this instance, your compensation will remain in our system for redemption until it expires on XXXX. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to XXXX. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/20/2025

  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.

  This complaint happened on 04/20/2025 in the amount of ******. I ******** ***** was told the wrong information on catching my flight today to ******* ********** which lead me to miss my flight and the lost of my logged. So I was giving credit which I no longer want to deal with frontier airlines anymore because it made me miss out on my family activity on this day of Easter which I am really bothered about I would like my refund back in the full amount of $****** are I will take further actions to this dispute.

  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.
   
  Im sorry to learn that your travel plans from ****** to ******* on April 20, 2025, did not go as expected. I understand that you received incorrect information at the airport, which ultimately led to you missing your flight. I also recognize your dissatisfaction with the credit offered, as you do not intend to travel with us again. Please accept my sincere apologies for the negative experience you encountered, which influenced your decision.
  
  Our records indicate that you arrived late to the gate and based in our Contract of Carriage, a refund is not applicable. See our policy below:
  
  "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 NoShow Cancellation and canceled.)"  
  
  Please note that, as a one-time exception, we have removed the no-show tag and issued a credit for a future flight with Frontier. We understand that this experience was disappointing for you, and as an additional unique exception, we have also approved your refund. The details are as follows:
  
  XXX
  
  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 understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/20/2025

  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.

  Upon departure flight 1475 from *** (*******, **) on April 18th. Two Male parfums was taken out of my luggage. When receiving my luggage in Arrival destination luggage was open into further investigation two of my parfums was missing. I report with Frontier Airlines.

  Customer Answer

  Date: 04/29/2025

  ID number ******** I can't see the refund amount as it has been private out 

  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.
   
  Im truly sorry to hear that two male perfumes are missing from your luggage. I can only imagine how frustrating this situation must be for you. I understand that you requested an investigation into this matter upon your arrival. 
  
  We must inform that Frontier would not be able to assume liability for the missing perfumes as this is excluded for coverage. Each airline has a Contract of Carriage that identifies limits, or exclusions of liability. This can be found on the website here: ******************************************************************* under Claim Limits and Procedures. 
  
  Please know that we value you as a customer and as one time exception, I issued a Frontier voucher in the amount of $XXXto use towards future Frontier travel. This is for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date. 
  
  Voucher XXXX

  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  I certainly recognize that this is not the desired outcome. While I'm unable to override this decision, we thank you for the feedback provided as this will help us to improve the airline.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23227958
  
  I am rejecting this response because the voucher doesn't equal the value of the parfums I purchased. I shall follow up with the *** regarding stolen items from my luggage with the police report.
  
  Sincerely,
  
  ***** ******