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/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

• 

  Frontier Airlines, Inc.

  1 Harborside Dr. Suite 200S Boston, MA 02128

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:04/20/2025

  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.

  On Sunday April 20th at approximately 7:40 am at dalla/ft worth airport, gate E10. While boarding I was asked by a Hispanic frontier employee who was checking boarding passes, for my booking ticket. I showed my ticket on my phone and he proceded to ask "how many do you have?" I didn't understand the question because I was holding my ticket and so was my son right next to me. I said I don't quite understand what you are asking me. He then proceed to swipe on my phone without my permission. I moved away and asked him to make himself clear on what he was asking me because I didn't understand, to which he replied as he was walking away "it's called English, learn it!"I got upset and replied, you learn to make yourself clear!.He then replied " do you wanna be on this flight?" I was shocked and felt bad because my son was there with ***** he threatened me, was racist and touched my property without my consent. I am asking to know who this individual is, I will speak to my attorney ad this is unacceptable. I will get camera footage of said individual if I cannot get the airline to cooperate and do something about this.Flight f9 1476 I await a response.

  Business Response

  Date: 05/04/2025

  Hello *******,
  
  We have received your correspondence to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I'm a customer relations agent I will be reviewing your case today in advance I want to thank you for being part of the Frontier travel family I understand your concerns about your recent flight on XXXX from X** to X** Travel can be stressful, and unexpected unprofessional customer service behavior is never welcome. Were sorry to hear this unusual experience with our employee checking boarding passes was not up to your standards. I want you to know that Frontier Airlines cares about our passengers' experience. It is certainly not our intent to have our customers have an unpleasant and uncomfortable experience, I understand this recent event impacted negatively your experience with Frontier. please allow me to take over your case
  
  Your description of the unprofessional and rude customer service towards you from a our airport representative is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. I'm really sorry our agent was not clear in his request or instructions to you. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our agent at the boarding check pass station and his group who will follow up with their team to ensure your experience is not repeated.
  
  Frontier has zero tolerance for discrimination in any form, indeed we strive to create an atmosphere of mutual respect among employees and our guests. Based on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriously. Be assured an investigation into the events and interactions you described will be conducted, we will definitely make sure the representative is coached to ensure this never happen again, this something we act quickly in order to stop this from repeating. 
  
  We can see you're one of our valued Frontier frequent travelers and as an apology and in an effort to make things right, as a gesture of customer relations and a one-time exception only, we'd like to offer XXXX full fare travel voucher valid for X** per passenger. keep in mind vouchers are for one-time use and if is expire cannot be extended or reinstated. please let me know if you accept these/this voucher Details and instructions about the voucher are below. *************************************************************************************************************;
  
  Once we receive a response from you, we will move forward!
  
  Regards,
  Frontier Airlines 
  ************************************************

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have created a traveler's profile with frontier as friend recommended. frontier, decided to use my maiden name as last name after proividing valid US Passport and Valid California Driver License.on the very first flight, i experience major issue at the airport while traveling with my two minor children due to in-correct last name.contacted the counter, and they inform me of $79 charge for counter assist since i have chosen kiosk assist.another *** understood and respected my situation and he stepped in and assist to correct the last name on the ticket.after flight home, contact the customer service via on-line as phone support is not available since i am not a paid member, but i have paid the DISCOUNT DEN membership fee.request to correct my last name based on my Passport and they inform me that this will be change only by a superior court order of my residency ************, i logged in to delete my account, but was directed to on-line customer ***.after 90 min of wait time with on-line *** ***** he stated that he is assisting other customer at the same time. he is not able to remove my information or delete my account. although i stated many times that i am revoking my permission to frontier with my data privacy and personall information, *** stated that it is not up to me. frontier will share my information with its internal partner and bussiness and he is not able to assist me to delete my account.if i wish, i can do that from my apple app by going to setting.contacted frontier by phone and they stated all acccount related request must be submitted on-line.i seek to get my on-line account deleted and ********* addition, i do not permitt frontier airline to contact for any solicitation or future advertisement.i need a full refund of the fraud membership sold to me and be fully refunded to my original payment method of **** card ending 5444.

  Business Response

  Date: 04/29/2025

  Hello Pantea,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I sincerely apologize for the difficulties you faced regarding your traveler's profile and the issues that arose during your recent flight. It must have been incredibly frustrating to deal with the incorrect last name on your ticket, especially while traveling with your children. Its understandable that you would feel upset about the additional charges and the difficulties in resolving your account issues.
  
  I empathize with your concerns regarding your personal information and the desire to have your account deleted and your Discount Den refunded. Its completely reasonable to expect control over your data and to receive assistance when needed. I appreciate your patience throughout this process, and I assure you that your feedback is important to us.
  
  In regards your refund request for Discount Den, I must inform that your request cannot be fulfilled since you already used the membership to purchase a flight, which was boarded successfully on April 10 from ****** to **********. As well, the accepted terms and conditions state:
  
  "c. Payment Initial DISCOUNT DEN membership
  1. Upon Membership, you will be charged the Initial Membership Price, the value of which is listed above. 
  2. Charges of the Initial Membership Price are non-refundable.
  3. The credit card you use for your Initial Membership Price will be stored as the default credit card in the Wallet section of your Account Profile."
  
  On the other hand, in regards your account deletion request. Currently, the option to delete your account is only available on iOS devices, as per Apples requirements. To access this option, you must be signed into your account within the app. Please keep in mind that account deletions are permanent and cannot be reversed. If you choose to delete your account, your membership will also be removed, and as previously informed, it is non-refundable.
  
  Although we realize this is not the answer you were hoping for, we appreciate your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/19/2025

  Type:Billing 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 4/16/25 I had a flight from ******* to ******. I paid for my suitcase online for $69. When I arrived at the airport, they told me that the suitcase was overweight of the 5 pounds we had to pay. They didn't even give me time to take it out, even if it was just two pairs of pants. It was very strange, it was as if the employee wanted to charge me and didn't give me any other option. and they charged me $100 when the same employee said it was an extra $25.00 when checking the Chase ******** they charged $100.00 we tried to speak with Frontier Airline, and they only apologized for the inconvenience. $169.00 for suitcases for 5 pounds more, and they don't offer any options. The flight I had from ****** to *******, they only charged me $75.00 for having the 5 extra pounds. I don't think they're okay. The other strange thing is that they didn't do it just for me it was as if there was competition with the counter workers, who would charge more for suitcases. We are military dependent and we have to travel constantly.

  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 troubles you faced regarding the baggage fees during your recent flight from X** I understand how frustrating it must have been to encounter unexpected charges, especially when you felt there was a lack of options provided to you at the airport.
  
  I understand that your bag exceeded the weight limit by 5 pounds, and you were informed that an additional fee would apply. However, it seems you were charged $100 for this, while on your previous flight from ****** to *******, a similar weight overage resulted in a charge of only $75. I can see how this discrepancy in fees would be confusing, and I appreciate your patience as we look into this matter further.
  
  Upon review your reservation #XXX, I see that you purchased a checked bag with 40 pounds limit for $69.00 on the website. Upon your arrival at the airport, your bag was sized resulting in an overweight within ***** pounds, which as per our terms and conditions, it is subject to a $75.00 fee which was charged along with an Airport Agent Assistance fee of $25.00 which is also indicated on the website. This fee is charge when you request assistance to purchase optional services such as baggage, overweight, etc. See more details here: **********************************************************
  
  Your reservation #XXX, I see that you purchased a checked bag for $79.00 and also overweight of $75.00 was charged. Looks that this time the airport agent made an exception to waive the Airport Agent Assistance Fee, which is why you saw a difference between the reservation #XXX and #XXX.
  
  I must inform that optional services and fees are non refundable as per terms and conditions, nevertheless, as one time exception, I have issued a $25.00 voucher to cover the Airport Agent Assistance fee that was charged on the reservation #XXX.
  
  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.
  
  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. 
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/19/2025

  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. They delayed 11:30 am flight 10 hours with a last minute notification due to crew issue. They didn't give us voucher for lunch first and after 7pm, they decided to give us $15 but we couldn't even get it because they didn't have any left to give us. They gave us an option to cancel the flight but we booked hotels and rent a car with no refund in **. That's why we had to wait for the flight. Now, I am in PR, it's 4:30 am in the morning because rent-a-car cancelled our car without letting us know. We already lost a day along with 1 day ****** booking. Can you please help me to refund a flight at least to cover my over $300 lost? Thank you

  Business Response

  Date: 05/01/2025

  Hello Gonca,
  
  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 difficulties you have faced regarding your recent flight experience. I understand how frustrating it must be to deal with such significant delays and the lack of support during this time. It is completely understandable that you feel upset about the situation, especially with the additional complications regarding your rental car and accommodation.
  
  I'm also sorry to hear that you were unable to receive a $XX meal voucher due to the airport running out of vouchers. I understand how concerning this situation is for you, and I recognize that you would like to receive a refund on your flight to cover the expenses you've incurred, which total over $XXXX. 
  
  Our records indicate that your flight was delayed due to operational reasons. 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.  
   
  I see that your flight from XXXX to XXXX was boarded successfully. Our **************** Plan states that if your flight is canceled or delayed in excess of ** hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Since the flight was boarded, a refund cannot be provided. 
  
  I see that you were sent a $XXXX voucher by the airport staff. However, in our effort to regain your trust and encourage you to give us another opportunity, I have voided the previous voucher and issued a new one for $XXXX as a one-time exception 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 XXXX. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Voucher #XXXX - XXXX - Expiry Date: XXXX PM PST.
  
  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 XXXX days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date. 
  
  We apologize for any disappointment if this was not the outcome you were anticipating. We hope we can service your travel needs under better circumstances in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23225164
  
  I am rejecting this response because:

  They gave me $200 voucher to be used until July 2025. I cannot accept their offer because;

  -I don't want to flight with them never again. As an addition to the subjected delay from NY to PR, the return flight was delayed by 5 hours from *********** to ** too and they didn't even give us a cancellation option. I don't trust them after total 15 hours delay.

  -I have other plans for the summer and the expiration date of the voucher doesn't make sense. I already booked my trips and cannot fly anywhere to make them happy.

  I would like to have a refund for my trips please.

  
  Sincerely,
  
  Gonca *** *******

• Initial Complaint

  Date:04/18/2025

  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.

  Frontier Airlines lost my luggage when I used their services for vacation. It was 3 days into vacation before I got my luggage so I had to buy necessities. After submitting a claim with them I went back and forth via email with their customer care team and they agreed to reimburse me for what I had bought. They told me my check would arrive in the mail at my house 4-6 weeks from then. I said ok but never received a check. When I reached out they told me that its 4-6 weeks from when they sent it to the bank (February 2nd 2025) not from the time I spoke to them. Ok got it so I wait and wait and still no check. I contacted them again getting no response. now no one will respond to me in regards to my check that they never sent me and I have email thread proof of their agreement to do so. Im beyond frustrated as there is no reason I should not be reimbursed due to multiple errors on their part. They sent my luggage to 3 wrong places before they sent it to me on vacation. I should not have had to spend my vacation money on necessities that I had packed and not to mention PAID a lot of money to bring with me. They did not refund my luggage charge, they did absolutely nothing for me except promise me a reimbursement check that they did not send. The kicker: I swore I would never fly with them again because of countless issues I had in the past and the ONLY reason I did for this vacation was because I had vouchers for them s******* up so bad to begin with. They should not be in business.

  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 want to sincerely apologize for the troubles you have faced regarding the delay of your luggage and the subsequent reimbursement process. I can only imagine how frustrating it must be to deal with such issues, especially during what should have been an enjoyable vacation.
  
  Your feedback is incredibly important, and I appreciate you taking the time to share your experience. I understand that the delays and lack of communication from our team have added to your frustration, and I truly empathize with your situation. 
  
  Our records indicate that indeed your check for $XXXX was sent to the address XXXX on XXXX. Since more than ** weeks have passed and no check was received, we have escalated this matter with our team to stop the check so it can be re-issued. Kindly confirm if the address is correct.
  
  Thank you for your patience as we work to resolve this matter.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/18/2025

  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.

  0n 3/3/25 my mother pass away, I had a flight scheduled for that day Confirmation code - VEIDXM Customer Name - ****** ******* $172.10, I notified Frontier on 3/7 of the circumstances, they have me an incident # Frontier Airlines: ******************-****** I sent them the death certificate as requested when I recieved it on 3/28. I have yet to receive a refund or flight credit. They keep giving me the run around and tell me there is no one I can speak with. All the emails come from "***** *****,Resolution Specialist" I am now requesting a full refund to the cc I used on file, they have told me I would receive a flight credit and I have not and then told me to check my accounts and neither have been credited.

  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 extend my deepest condolences for the loss of your mother. I can only imagine how difficult this time has been for you, and I sincerely apologize for the frustration and inconvenience you have experienced regarding your flight reimbursement, I understand that you notified us of your circumstances and provided the necessary documentation, yet you have not received a resolution. It is unacceptable that you have not been able to speak with someone who can assist you directly. I assure you that your concerns are important to us.
  
  We are disappointed to hear that your customer service experience was less than satisfactory. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. This level of service is no more acceptable to us than it is to you. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers.Note that all communications, both verbal and written, between Frontier Management and ouremployees are handled internally and further information cannot be provided, however, we appreciate that you brought this to our attention.
  
  We acknowledge your request for a refund, please be advised Death of a travel companion or an immediate family member we will provide the option to cancel the unused  portion of a ticket and receive a credit for 365 days from the original date of purchase. Further information here: ********************************************************************************************;
  
  We have reviewed your documentation and requested a full travel credit to be issued for your non boarded flight. As soon as the credit is completed, we will let you know via email. I know the importance and urgency on getting your credit and I can assure you we're working hard to complete this for you.
   
  We appreciate your patience and hope to service your travel needs in the future.
   
  Sincerely, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/22/2025

   
  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:04/18/2025

  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 flew on 4/14 and 4/17 on this airline. I am still in shock. You have to walk outside in the snow to get on their airplane. They dont even have a way for to stay indoors like every other airline. They never disclose that to us. I found out when we were walking outside. I think thats that they should disclose. I never wouldve booked this flight if I knew I had to walk outside. I have a medical condition and I am very intolerant of cold. They didnt even tell us so that we could put jackets on. have horrible *************** and they have removed all the barf bags from the plane. And they charge $4 for soft drinks. They try to hide behind it and say oh well theres a page in our website that tells you that. It is a drastic change from what they used to do and what every other airline does. They should be required to disclose this new cost along with the hole going outside to board their plane.The flight was late. The flight crew was so obnoxious. They start peddling their credit card so loudly through the intercom that I could not even share the movie I was watching with headphones. And they were pushy and it is so tacky and so inappropriate. They took their captive audience and forced us to listen to them. This crew was soloud and obnoxious. Frontier needs to disclose to people when theyre booking that they charge for drinks and that youre gonna have to walk outside to get on their . And you need more professional flight attendant. That commercial that they forced us to sit through was so loud and so inappropriate. I feel like I got a shake down on that plane and its truly disgusting. I spent the entire time on the verge of vomiting and not knowing what I was going to do if I ended up vomiting because she removed all the barf bags and God forbid I get a soft drink. Sure I can afford four dollars, but it is the principal and it is the fact that you are just lowering the entire industry standards. Its tacky and unprofessional. you want to create a biohazard?

  Business Response

  Date: 04/22/2025

  Hello *********
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for drawing our attention and for your feedback related to this matter. For us, it is truly important to receive these comments in order to give the appropriate attention to this situation. We want you to have a great experience while traveling with us, so these comments help us make the necessary improvements and ensure a smooth experience for all our passengers. We are committed to taking the necessary measures to solve this matter, make it right for you, and address your concerns.
  
  I would like to inform you that normally the boarding process is held in a normal gate; however, sometimes boarding on the tarmac is held, but this is due to airport availability. and this is managed by the airport itself.
  
  I understand your frustration, and I appreciate the opportunity to explain our pricing and fee structure.
  
  Being fully transparent about our pricing is a responsibility we take very seriously here at Frontier. We disclose our fees via multiple pop-*** that inform customers of all anticipated costs when booking directly on our website, and we have fully disclosed our pricing structure to all third-party agencies, and it also can be seen on our website. They are required to share this information during the booking process, but when in doubt, always visit the Frontier Airlines website for the most up-to-date and accurate policies.
  
  Thank you again for contacting us. We look forward to hosting you in future Frontier flight. We appreciate your loyalty with Frontier.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23221147
  
  I am rejecting this response because: why did you remove barf bags? Why dont you inform people they are going outside? Answer direct questions without evasive non-answers. 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 04/29/2025

  *********, 
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
  I completely understand your expectation to find barf bags on the airplane, and I empathize with your concern about having to walk outside in the snow to reach your plane, especially given your medical conditions. I want to acknowledge that in recent years, barf bags have not been included on most flights/airplanes. Research indicates that air sickness has become less common, along with improvements in aircraft design, which may have contributed to the perceived decline in the need for them. As a precaution, we recommend bringing your own barf bag for your flight. Your feedback is invaluable to us as it helps our team identify areas for improvement. We are committed to providing the best possible travel experience for our customers.
  
  Regarding the need to walk outside in the snow, I understand your concern. However, this situation varies by airport, as Frontier does not control the airport facilities. 
  
  About your inquiry about drinks, please note that as an Ultra Low-Cost Carrier, we do not provide complimentary drinks or food. However, you do have the option to purchase items during the flight. See this details here: *********************************************************************************************************;
  
  Thank you again for your comments and they have been shared with our team. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process.
  
  We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service 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 Frontier Airlines flight 2836 TPA to PHL on Sunday, 4/13 at 2:21PM to arrive home for a Family Medical Emergency. Departure time was supposed to be 10:27PM on 4/13/2025. Found out just before 7:00 PM, that the flight was delayed 2.5 hours. I arrived at the airport around 7:30PM to go to the customer service desk to change my flight to Flight F9 1968 TPA to TTN departing at 8:37PM. Frontier **************** told me that there was absolutely nothing they could do, I even showed them a picture of my loved on in a hospital bed! This is absolutely horrendous customer service and the worst Ive ever experienced. Fortunately enough, American Airlines was able to accommodate and get me home on Sunday, 4/13 unlike Frontier whose flight didnt even leave until 4/14 (Monday) at 12:48AM! Fortunate enough to have made it home before my loved one passed away. I want my money back and I will never be traveling via Frontier again!

  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 truly sorry to hear about the distressing situation you faced while trying to reach home for a family medical emergency. I can only imagine how stressful and heartbreaking it must have been to deal with a flight delay, especially under such difficult circumstances. Its completely understandable that you felt frustrated and let down by the customer service you received when you needed assistance the most. Im relieved to hear that you were able to make it home in time to be with your loved one, but I recognize how important it is for you to seek a refund given your experience. Your feelings are valid, and I appreciate you sharing your experience with us. 
  
  Our records indicate that your flight was delayed for 2 hours and 32 minutes due to operational issues. 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.  
  
  Our **************** Plan states that 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. Since your flight was less than 3 hours, a refund was not applicable, but a credit was provided instead as one time exception. 
  
  Nevertheless, I understand how important it was for you to arrive home at the earliest time, therefore, I have provided a refund of $XXXX as one time exception back to the card ending in XXXX. 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 
  ********************** 

  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:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier cancelled my amount and refused to help me get another flight, in the end they cost me 500$ because they refused to do anything.

  Business Response

  Date: 04/22/2025

  Hello ***********,
  
  Thank you for reaching out to Frontier Airlines with your concerns about your recent travel experience. We appreciate the opportunity to help you with this matter, and Im pretty sure we can find a solution together. However, for the privacy and security of our customers, we ask that you reply with the following in order to find your flight information and properly assist you:
  
  Confirmation number
  Passenger First & Last Name
  Last 4 digits of credit card on file
  Flight number
  Flight date
  
  Thank you again for contacting us about your recent experience. We appreciate your cooperation and look forward to hearing back from you.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/17/2025

  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.

  Between the dates of March 31st and April 2, 2026 Frontier Airlines delayed my flight 3 times in a manner that delayed my entire travels by 3 whole days. On the first day they delayed the flight to the point where I would no longer make my connection in *********. Their only solution was to book me for the next day. That same thing happened 2 more times to where I was now 3 days late to my original destination. The third time that they had failed to deliver me to my final destination I war wrought with anxiety and stress due to having to miss multiple days of university and couldn't find any other solution but to buy a whole other ticket with Southwest that cost me $450. Because all Frontier was willing to offer was again that same thing of booking me for a next day flight, which would hav3 caused me to lose another day of school I really had no other option. When I tried to follow up to see what could be done to compensate me for the suffering I endured at the hands of their company I was quickly granted a refund for the original ticket but was not offered any compensation to make up for the fact that I had to buy a $450 ticket with another airline because of them. When I tried to pursue further compensation I had the phone hung up on me and tried multiple times to get in touch with a customer service *** to no avail.

  Business Response

  Date: 04/22/2025

  Hello *****,
  
  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 faced with your recent travel plans. It is truly unfortunate that your flight was delayed multiple times since March 31, causing significant disruption to your schedule and leading to additional expenses. I can only imagine the anxiety and stress this situation has caused you, especially with your university commitments.
  
  At Frontier, we strive to ensure that you have a positive experience whenever you reach out to us, and we are truly disappointed to hear that you did not receive the assistance you needed during your phone call. Im grateful you brought this to our attention, so we can share your feedback with our Leadership team. 
  
  Our records indicate that you contacted us on March 27 to change your travel date to April 1 instead. I see that your first leg connection from April 1 from ****** to ********* was delayed due to operational reasons. 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.  
   
  Based on the delay over 3 hours, you were offered a rebooking or a refund following our **************** Plan guidelines. I see that you were rebooked for April 2, however, it looks that you decided to receive a refund, which I can confirm was provided back to the card ending in XXXX for $XXXX on April 2, 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 must inform that Frontier is not liable for missed events, bookings, alternative airline tickets or other 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: *******************************************************************************    
  
  I see that you were sent a $XXXX voucher by our team. However, in our effort to regain your trust and encourage you to give us another opportunity, I have voided the previous voucher and issued a new one for $XXXX as a one-time exception to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. 
  
  Voucher #XXXXXXXXXXXXXXXX- ***** ****** - Expiry Date: July 19, 2025 10:59:00 PM PST.
  
  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 apologize for any disappointment if this was not the outcome you were anticipating. We hope we can service your travel needs under better circumstances in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23218959
  
  I am submitting this complaint due to repeated negligence on Frontier Airlines' part, which has resulted in significant inconvenience, financial loss, and frustration.
  Initially, I was awarded a $150 voucher as compensation for the distress and disruption caused by missing my flight on Tuesday. This incident was the direct result of Frontier's poor planning and lack of adequate customer service. The voucher was clearly intended to acknowledge and compensate for the suffering I endured due to that experience.
  However, I was again subjected to Frontier's negligence on Wednesday, April 2nd, when I missed my flight for a second time. This forced me to purchase an entirely new ticket for $450 in order to reach my destination. In response, Frontier canceled the original $150 voucher and issued a new voucher for $200.
  I find this action deeply unsatisfactory. Replacing the original voucher with one only $50 greater does not appropriately address the escalation of inconvenience and the out-of-pocket cost I incurred. It is particularly concerning that Frontier appears to treat two separate incidents of customer mistreatment as though a marginal increase in a voucher is an acceptable remedy.
  Furthermore, I do not wish to accept a voucher as compensation because I frankly never want to fly with Frontier Airlines again. My experiences have made it clear that I cannot rely on your airline to get me to my destination without undue stress, delays, and unexpected expenses.
  I am seeking a full monetary reimbursement to reflect the financial and emotional burden caused by these repeated failures. A voucher is not a suitable or acceptable resolution.
  
  Sincerely,
  
  ***** ******