Business Profile

Airlines

Frontier Airlines, Inc.

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Complaints

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

Customer Complaints Summary

6,445 total complaints in the last 3 years.
1,561 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/17/2025
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.
In my flight from ****** to *******, due to my health issue, I asked to move to my next row which had 3 empty seats. I was shouted by one of the crew members to move back to your seat as this row is reserved for medical emergency. Later on another passenger moved to this row without any issue! I have never seen that in flights one row is booked for medical emergency and what happened is a clear example of race discrimination. I hope a proper action is taken to avoid similar things happen in Frontier airlines. I will not use this airline when possible in the future.
Business Response
Date: 04/22/2025
Hello Vamegh,

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

We are happy to help you. However, for the privacy and security of our customers, we ask that you reply with TWO (2) of the following:

Reservation confirmation code
Passengers' first and last names
Last 4 digits of the credit card used to purchase the ticket

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

Phone number on the reservation
Email address on the reservation
Mailing address on the reservation
Name of the ************* (if booked through a 3rd party)
Flight number
Passenger date of birth

Thank you again for contacting us. We appreciate your cooperation and look forward to hearing back from you.

Regards,

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

Reservation confirmation code: KJTQ6H

Passengers' first and last names: Vamegh *******

Last 4 digits of the credit card used to purchase the ticket: 6125

Regards

Vamegh
Business Response
Date: 05/03/2025
Hello Vamegh,

Thank you for getting back to Frontier Airlines. We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.

Thank you for reaching out to us regarding your recent experience on your flight XXXX from XXXX to XXXX on XXXX. I want to sincerely apologize for the distressing situation you encountered when you requested to move to an empty row due to your health reasons. I understand how this experience could lead to feelings of frustration and disappointment.

I regret that you felt that way about a crew member and that another passenger was allowed to move to the same row without issue as you described. Your concerns are taken very seriously, and I appreciate you bringing this to our attention. Every passenger deserves to be treated with respect. Please know that I will escalate your feedback to our management team for further review and to ensure that appropriate actions are taken to prevent similar situations in the future. Your experience is important to us, and we are committed to improving our service.

I understand your decision to reconsider flying with us in the future, and I hope that we can work towards regaining your trust. Only as one time exception I have processed a travel voucher for $XXXX per passenger, these vouchers are valid for XXXX days for the full fare of the flights, taxes, fees and additional services. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.

Voucher number: XXXX
Expiration date: XXXX
Voucher under:XXXX

Voucher number: XXXX
Expiration date: XXXX
Voucher under:XXXX
Voucher number: XXXX
Expiration date: XXXX
Voucher under:XXXX

Voucher number: XXXX
Expiration date: XXXX
Voucher under:XXXX

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

We look forward to have the opportunity to welcome you aboard soon. Stay safe and have a nice day.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/16/2025
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.
I paid $15 for a seat assignment and would like a refund. I currently hold Frontier Elite Gold Status which provides free premium seating assignments. Online chat was able to assist me with adding Elite Gold benefits to my trip however, no refund was sent to me.Frontier Miles Number: *********** Trip Confirmation Number: IHKITQ
Business Response
Date: 04/21/2025
Dear *****,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. Thank you for reaching out and sharing your concerns regarding your recent experience with your seat assignment. I sincerely apologize for the oversight regarding your refund for the seat assignment fee, especially given your status as a Frontier Elite Gold member. Its great to hear that our online chat team was able to assist you in adding your Elite Gold benefits to your trip. However, I understand how frustrating it must be to not have received the refund for the seat assignment you paid for. This is not the level of service we strive to provide, and I truly appreciate your patience as we work to resolve this issue.

We do show you have elite gold status through Frontier, we have issued a refund for the amount of $XXX in regards to seatting arrangement back to the card ending in X** as a one time customer gesture. 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 check-in is available 24 hours before the flight through our website and mobile app. You will need to be in the airport at least two/three hours before your flight, so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and 20 minutes before flight, boarding ends. I'm glad that you were able to purchase your bags and seats. Please remember that you're also allowed one free personal item with maximum size is 8''D x 18''W x 14''H including handles, wheels and straps. Please note that starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID or another acceptable form of identification, such as a passport, to board domestic flights.

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/21/2025

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:04/16/2025
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.
This is regarding a flight we took on Frontier Airlines departing 6:45AM from *********************. The issue was that there was no one at the baggage / check-in counter to check-in our baggage at the time expected. Someone did show eventually but not allowing for time to be checked in prior to two hours before boarding. This was during the spring break period therefore the airport security was very busy. Considering this, we did not wait for Frontier agents to show up and took our baggage through security to be checked in at the gate for fear of missing our flight. This of course was not a good experience having to bring bags planned to be checked through security. We lost approximately $50 in items that we to large to go though (skin lotions, etc.). We then brought the issue up to the gate attended when they showed up and they appeared to be defensive and not pleasant about the situation. At this point we were required to pay $198.00 for our two bags to be checked at the gate. I am requesting to be compensated for the lost $248 from this experience and for Frontier to properly staff their check-in desk to limit stressful situations like this to other customers. I should also mention that our return flight from ******* was much better with the expected staffing being there. I would also like to mention one comment about the flights themselves. The seats on the planes which we were on had terrible seats with no padding. It basically felt like sitting on wooden plants which is very uncomfortable for a four-hour flight.
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.

Thank you for taking the time to share your experience with us regarding your recent flight with Frontier Airlines. I sincerely apologize for the challenges you faced during your check-in process and the discomfort you experienced on your flight. I understand how frustrating it must have been to arrive at the airport and find no one at the baggage check-in counter, especially during the busy spring break period. Its completely reasonable to expect timely assistance, and Im sorry that we fell short in this instance. I can only imagine the stress of having to navigate security with your baggage and the unfortunate loss of items due to this situation. I will surely take a look into your concern and assist further.

We are disappointed to hear that your customer service experience was less than satisfactory when at the airport. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. 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 our employees are handled internally and further information cannot be provided, however, we appreciate that you brought this to our attention.

As a friendly reminder, , passengers are to comply with our Airport Timeline which is the following:

* If Domestic Flight: 2 hours before the flight: ARRIVE AT THE AIRPORT
* **************** Flight: 3 hours before the flight: ARRIVE AT THE AIRPORT
* 60 minutes before the flight: FLIGHT AND BAG CHECK-IN CLOSES
* 30 minutes to departure: BOARDING BEGINS
* 20 minutes to departure: FINAL BOARDING **********************************************************************************;

Please do note you can also verify baggage sizing and weight restrictions throught the following link: **********************************************************

While baggage fees and item related are non refundable, we understand this has not been the expected travel experience, as a one time customer gesture, we have issued a travel voucher per passenger, find the information for the vouchers below:

Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ******* ****; Value : XXXX; Expiry Date : 7/19/2025
Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ******* ****; Value : XXXX; Expiry Date : 7/19/2025
Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ****** ****; Value : XXXX; Expiry Date : 7/19/2025
Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ******* ****; Value : XXXX; Expiry Date : 7/19/2025

This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.

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.
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: ****************************************************************************

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/22/2025

Complaint: 23212667

I am rejecting this response because: It is a nice gesture that Frontier has offered flight vouchers for future flights, but these are of no use to us as we do not have any travel planned in the next three months where we could us them. I simply ask for reimbursement of the baggage fees that we had to pay at the gate plus reimbursement for the items we lost in security.($248).

Sincerely,

******* ****
Initial Complaint
Date:04/16/2025
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 April 16, 2025, I was booked on Frontier flight F9 3546 from ************ to ***. I had a confirmed ticket ($118), checked in the night before, and was even assigned a seat on my boarding pass. I arrived at the airport with plenty of time and was at the gate earlybut I, along with about 20 others, was told we couldnt board because the flight was too full.They claimed they had changed to a smaller plane, but I dont believe thats true. The flight was delayed while the plane arrived, and I saw passengers getting offsuggesting it was the aircraft they were always planning to use. Plus, if they really had switched to a smaller plane, why was I issued a boarding pass with a seat assignment the night before? They didnt notify me of any change or risk of being ********* feels like they used this aircraft change excuse to get around paying compensation, since thats one of the exceptions allowed under federal rules. But I was involuntarily bumped, not late, not a no-show, and not warnedand I was delayed by more than 2 hours. I had to pay $414 out-of-pocket to rebook with another airline just to make it to *** in time for a funeral.Frontier gave me a refund and a $250 voucher, but that doesnt make up for the money I lost or the stress I went through. According to *** rules, I should have received up to 400% of my fare in cash compensation. I want what Im legally owed.
Business Response
Date: 04/21/2025
Hello ********,

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

We appreciate the information provided regarding your flight from ************ to ******** on April 16, 2025, under reservation XXXXXX.
Upon reviewing the information sent regarding the flight, we can see that the flight was delayed due to an aircraft grounding due to operational reasons, taking into account passenger safety. We sincerely appreciate your understanding. This information is always available at: ******************************************************************* 18. Compensation for Denied Boarding C. NOTE 1.

Taking this into account, the processes were carried out based on the company's guidelines and accepted at the time of booking in your contract of carriage. It is noted that a refund for the missed ticket in the amount of $XXXX was issued to the card ending in XXXX, under the name ******** ****. This type of transaction may take up to 7 business days to be reflected in your account.

In addition, the compensation offered by denied boarding was granted in the amount of $XXXX via voucher #XXXXXXXXXXXXXXXX. The voucher covers airfares for taxes, fees, or optional services (e.g., seating, baggage). The voucher expires on 04/17/2026, but you do not need to fly before then - travel just needs to be booked before the expiration date.t. For more information on how to use your vouchers, please visit us here: **********************************************************************************;

Therefore, we cannot accommodate your 400% cash refund request.

Thank you for contacting Frontier Airlines.

Regards,

Customer Relations Specialist
Customer Answer
Date: 04/22/2025

Complaint: 23211555

I am rejecting this response because:
Although you did change the plane, according to the data, the plane that typically flies that route is an airbus a320 neo which has a capacity of 186 seats, on the flight I was booked for the plane was an airbus a321 which has a capacity of 230 seats. Therefore you switched the plane for a larger capacity plane and are not qualified for the exemption which requires you to have switched to a smaller capacity plane. According to title 14 part 250.6b: ******************************************************(b)
Sincerely,

******** ****
Initial Complaint
Date:04/15/2025
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 purchase round trip flights from ******* to ******* through Frontier. On the day of the return flight, frontier delayed the flight, then had us board 2 hours later. We then sat on the plan for over an hour to be told that our flight was cancelled. Frontier offered no remedy other than refund or rebooking for a flight 2days later that would have taken ***************************************************** meal accommodations. I had to purchase a flight from another airline, while also purchasing a hotel room and had to pay an extra day for parking for a total of $620, which is in addition to what I had already paid for this trip. **************** does not exist at this company.
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.

Thank you for taking the time to share your experience with us with reservation XXXX. Thank you for reaching out to us and sharing your experience regarding your recent trip from ******* to *******. We genuinely appreciate your feedback, as it helps us understand the challenges our customers face and allows us to improve our services. I understand that your return flight was significantly delayed, and after boarding, you were informed that the flight was canceled. I can only imagine how frustrating this situation must have been for you, especially after the time you had already invested in your travel plans. Its important to us that our customers feel supported during their journeys, and I regret that you did not receive the level of assistance you expected. While we strive to provide timely and efficient travel experiences, there are times when unforeseen circumstances, such as weather or operational issues, can lead to delays and cancellations. In such cases, we do our best to offer options for rebooking or refunds. However, I understand that the alternatives provided in your situation did not meet your needs, and I apologize for any inconvenience this caused.

Upon taking a look and verifying, we have confirmed your flight was canceled due to uncontrollable air traffic control reasons. I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays 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. 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. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a delay and cancellation.

We must inform that Frontier is not liable for expenses such as parking fees, hotel, etc. Our Contract of Carriage 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: ************************************************************************************;

We do show a full refund has been issued for your non boarded flight for the amount of $XXXX back to the **************** card ending in XXXX on 04/03/2025. 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.

We understand this has not been the expected travel experience, as a one time customer gesture, we have issued a travel voucher for future travel, find the information for the voucher below:

Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ****** *********; Value : XXXX; Expiry Date : 7/19/2025

This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.

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.
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: ****************************************************************************

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/15/2025
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 was charged for the same bag my friend checked in 65. My friend paid 45, i ask the counter clerk for th3 airline, and she said the price randomly, then i was admitted to carry to carry on because of 2 deaths, in the family, that i was taking to ***********. On my way back, they told me, **** i could board once i was admited at the counter to carry on 2 bags, and they stop me, and they charge me ******, for one of my carry ons, and i was also, given cheaper seats, of what i paid for. They didnt want to reimbusrt me, they want to give me credit for next flight, i said, no, so. They said a supervisor would call me, they never did. They admited to making a mistake, and want to do what they want with my money, i plan never to fly this airline again, please, im just looking for my rieburstment, dont need to be bother anymore. Thank u
Business Response
Date: 04/21/2025
Hello *****,

Thank you for contacting Frontier Airlines with your refund request for your March 30, 2025, flight from ***** to *******. I am sorry to hear that the boarding process was unsatisfactory and that you incurred additional charges. We appreciate the opportunity to assist you with this matter, and I am confident we can find a solution together.

We have reviewed our records along with the information you have sent us and must note that it is not possible to honor your refund request because the flight was boarded and flown. Additionally, the terms and conditions for bundles indicate that they are non-refundable, and bag fees are also non-refundable. This is indicated on the websites: *********************************************************************** and **********************************************************.

Thank you for contacting Frontier Airlines.

Regards,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/15/2025
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.
Ive contacted Frontier to get back to me about items missing from my suitcase. Ive contacted them once at the airport, was told to go to the customer service representative who was not in their office for an entire hour and then got a call a few days later that ************* frontier employees had my bag. They shipped me my bag from *******. I contacted them twice and they said someone would contact me in under 72 hours and that was April 4th and no one has contacted me. The flight and my first contact was ********** to ***** on March 25th. Missing items are my coach bag, dolce and gabana perfume and my ziploc bags of toiletries were opened and items were scattered over the bag with no tsa card. At the airport, my luggage never was at the ******** and the security person nearby didnt speak English or understand how to help. Bag tag number **********. Other items were missing but I cant be sure of the specifics, I know for sure of these two items and a pair of gray sweatpants.
Business Response
Date: 04/17/2025
Dear ******,

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

Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you have faced regarding your missing items and the lack of communication from our team. Your situation is certainly not the level of service we strive to provide, and I understand how upsetting this must be for you. Im sorry to hear about the difficulties you encountered at the airport, including the delay in assistance and the issues with your luggage. Its unacceptable that you have not received a follow-up since your last contact on April 4th, and I can understand how this has added to your frustration. Please know that your feedback is invaluable.

Upon taking a look and further verifying, we must advise we show your baggage was delivered on 04/03/2025. We have refunded the baggage fee for the amount of $XXX back to the *** ending in *** 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.

We have also issued a $XXXtravel valid for 90 days for the missing baggage experience you had. Find the information for the voucher below:

This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.

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.
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 understand you received your baggage however some items are missing. We will be more than happy to help, to continue assisting further, please fill in the following form: *********************************************************************************************. We will need you to please make a list of the items you are missing, please do also prepare receipts of your purchased items as these will be required by our specialized team as proof of purchased. Once filled, you will be receiving further communication follow up through email support.

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/17/2025

Complaint: 23208754

I am rejecting this response because:

I paid for my baggage to and from ***** and Frontier refunded 74 dollars to me (for just one way) although they lost my bag and their employees stole $1000 of things out of my bag. They also sent me $100 flight voucher, but I no longer trust my luggage will be safe flying frontier, so why would I use that? I was sent an online form to fill out about the missing items that I wasnt given the first few times calling and I cannot be sure they will respond to this since they didnt respond the last time. The refund of my baggage both ways should have happened simply for losing my luggage and waiting a few weeks to receive my things. They have not accounted for my time or my stolen items.

Sincerely,

****** K *****
Initial Complaint
Date:04/15/2025
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 April 6, 2025, I was scheduled to fly with Frontier Airlines from ******* to ******* with a connection in *******. I also had a return flight booked for April 8, 2025, from ******* back to ******* with a connection in ********Due to weather conditions, both segments of my April 6 flight were cancelled. At that time, I requested a full refund for the entire round-trip itinerary (both the outbound April 6 flights and the return April 8 flights). The Frontier Airlines representative I spoke with confirmed that I would receive a complete refund for both the outbound and return portions of my trip.However, to date, Frontier Airlines has only refunded the April 6 flight segments and has not processed the refund for my April 8 return flight. Despite the representative's assurance that the entire round-trip would be refunded, Frontier has failed to complete the promised refund.I am requesting that Frontier Airlines immediately process the refund for my April 8 return flight as previously agreed. This failure to honor their commitment has caused me considerable inconvenience and financial hardship.Transaction details:- Booking date: March 7, 2025- Amount paid: ******- Confirmation number: OY5QRY- Date of cancellation: April 6, 2025- Date of partial refund received: April 10, 2025I have attempted to resolve this issue directly with Frontier Airlines but have not received a satisfactory resolution. I look forward to your assistance in this matter.
Business Response
Date: 04/21/2025
Dear Yi,

Receive warm regards from Frontier Airlines Customer following up with your reservation XXXXXX refund request.

I am glad to confirm a refund has been issued completely for your reservation, find a breakdown below:

Refund to Mastercard ending in XXXX for $XXXX
Refund to Mastercard ending in XXXX for $XXXX
New voucher: Voucher: XXXXXXXXXXXXXXXX Name: ** ***** $XXXX Exp 07/15/2025

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.

In regards to the voucher, this is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.

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.
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: ****************************************************************************

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/23/25 I booked flight record locator CDCTPM for flights between *****, ** and ************, **. The return flight, #****, was scheduled to leave ************ at 9:30pm on 6/20/25. At the same time I also booked a flight from ************ to ************ (one way) on record locator Q19LMA. That flight #*** was scheduled to arrive in ************ at 6:04pm on 6/20/25, so that we could catch the 9:30pm flight #**** out of ************ to ******On 4/10/25 I received an email from Frontier changing the flight number and departure time out of ************ to *****. The new flight #**** on 6/20/25 was scheduled to leave at 2:05pm, 7-1/2 hours BEFORE the 9:30 flight originally scheduled. Therefore, the flight from ************ would arrive hours after the new flight #**** departed ************. It was almost impossible to reach Frontier Airlines, but I was able to connect to a chat. I spent more than 4 hours on the chat with them, and they finally just hung up on me. They offered me a later overnight flight out of ************ with a connection that would arrive in ***** late on 6/21/25, hours after I had a departing on 6/21/25. I will have to book another flight at my own cost of about $700.
Business Response
Date: 04/16/2025
Dear *******,

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

Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you encountered regarding your flight arrangements. We understand you have received an unexpected schedule change and sincerely apologize for the inconvenience generated. It is clear that the changes to your itinerary caused significant disruption, and I understand how disappointing this must have been for you. We strive to provide our customers with reliable service, and I regret that we fell short in this instance. The difficulty you faced in reaching our support team and the lengthy chat session without a satisfactory resolution is unacceptable. Your time is valuable, and I am truly sorry for the inconvenience this has caused you. I understand that you now have to incur additional costs for a new flight, and I want to assure you that your feedback is important to us. We will use your experience to improve our communication and support processes.

It is never our intention to disrupt our customers with their flight plans. Providing a smooth flight experience is our goal through Frontier Airlines. Upon taking a look I have confirmed we have the following options in regards to your most recent flight for reservations X** and X** Please do let us know which option is the best.

- A full refund to the original form payment
- A full credit to be applied towards booking valid for 5 years
- Leaving flight as is
- Exploring new flight options

Please note you may also reach us through chat support for an immediate response through our customer service channels here: **************************************************************;

If you choose your option as a refund, 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.

Please note if you choose a full credit, this must be applied towards booking a new reservation within 5 years from the date the original trip was cancelled. Travel can be scheduled as far out as the schedule allows to any destination serviced by Frontier Airlines. If applicable, a credit card will be required for any residual value.

Remember that the check-in is available 24 hours before the flight through our website and mobile app. You will need to be in the airport at least two/three hours before your flight so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and gates, 20 minutes before the flight. Your ticket only includes one personal item and no seat selection. You can buy carry-ons and checkedbags online or in our mobile app where you can find the best deals, and select your seat for an extra fee; otherwise, a seat will be assigned randomly at check-in. Please remember that bag and seat fees are non-refundable once purchased.

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with the option offered to receive a full refund of the ticket prices I paid on record locators CDCTPM and Q19LMA. I DO NOT want a credit, DO NOT want to keep the flights booked on record locators CDCTPM and Q19LMA, and DO NOT want to explore other flight options.

Sincerely,

******* **********
Customer Answer
Date: 04/25/2025
Ref: Complaint No. ******** (4/14/25): BBB received a resolution from Frontier Airlines on 4/19/25 offering us a full refund of the cost of tickets on record locators CDCTPM (***** to ***************) and Q19LMA (************ to ***************) in June 2025. To date the flights have not been cancelled nor have we received a refund. Per your instructions, if Frontier Airlines does not follow through, we are to contact you. I spent 3 hours on HOLD with Frontier Airlines on 4/22/25 and they never answered. They have not fulfilled their agreement to you and me. Please help.
Business Response
Date: 05/02/2025
Hello *******,

Thank you for getting back to Frontier Airlines. We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.

I sincerely apologize for the delay and any confusion caused by the flights not being cancelled and refunded. We are happy to assist you with your request.

I understand how important it is for you to receive timely updates and the promised refund, and I appreciate your patience while we look into this matter. I have processed a full cancellation for your reservation: XXXX. Fortunately, your refund request has been approved. We have refunded the amount of $XXXX, which is the total cost and will be refunded back to the original form of payment (Card) ending in XXXX. A confirmation email has been sent to you to XXXX.

Regarding your reservation: XXXX we want to clarify that your flight XXXX on XXXX from XXXX to XXXX was changed and impacted 1 hour and 26 minutes, and only a flight change ** days before or after using the same routes and a full travel credit valid for ** year are the options available, unfortunately a refund is not one of the options available for this flight impacted less than X hours for domestic flight. However, only as one time exception we have cancelled and refunded your reservation: XXXX. we have refunded the amount of $XXXX, which is the total cost and will be refunded back to the original form of payment (Card) ending in X** A confirmation email has been sent to you to XXXX.

Please allow ** business days for the airline to process the refunds to the original form of payment. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

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

Regards,

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

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:04/14/2025
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.
So I booked my flight with frontier and it was a round trip and I paid 280$ for those flights with no checked bags leaving ******* to ********* on Thursday April 10th I made it to ********* now I was supposed to leave ********* to ******* on Monday April 14th with connection in ********i left ********* as scheduled the flight leaving ********* had a delay it did not leave at the time scheduled because a passenger did not have a seat in the flight and the flight was supposed to leave at 12pm it left at 12:40 pm and we arrived at 2:35pm or so in ******* and my other flight had a gate that was closing at 2:54pm I asked all the flight attendants the agents on board to help me they just said to run that they cant help me I called the company to rebook my flight and they are telling me that not only the next flight is going to at 10pm they not going to refund my money or give me any money to eat mind you its 3pm but now they saying that they can not rebook the flight for me because the flight arrived in a 40mims bracket which is a lie a huge lie even so I want all my money back because not only I will be missing my exams and works but this is just unacceptable a company that can not communicate with the agents on the ground from what they told me and I think that is even a lie. I just finished on the phone with them they said they are not able to rebook my flight so I want a whole refund
Business Response
Date: 04/16/2025
Dear *******,

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

Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you faced during your recent travel with Frontier Airlines with an unexpected flight delay and not being able to be rebooked. I understand how important it is to arrive at your destination on time, especially when it affects your exams and work commitments. Its unacceptable that you encountered delays and a lack of support from our team during such a stressful situation. I can only imagine how disappointing it must have been to miss your connecting flight and not receive the assistance you needed. Your feedback regarding the communication between our agents and the ground staff is invaluable.

I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays 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. 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. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a delay.

We have requested a refund for your non boarded flight. 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.

We do also show you were issued a $XXX voucher for the inconvenience that has already been used towards a new reservation.

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/16/2025

Complaint: 23202968

I am rejecting this response because: after rebooking another flight that was supposed to leave at 10:30pm it left at midnight which added another delay on my schedule so I had to stay at the airport from 2pm-11:30pm or so awaiting my next flight with nothing I told the agent I had on the phone that it was not my fault and that some sort of compensation should be given to me since I stayed more than five hours at the airport and she said there is nothing she can do. So I had to spend money to eat that was not meant to be used towards that so I would like a refund for the money spent at the airport to eat and have something to drink so as to not faint while I was waiting for the next flight to *******. So there are two refunds/compensations that should be made. Plus I do not want any voucher going towards flying or whatsoever as this experience made me not want to fly with you guys again.

Sincerely,

******* Tchounkeu

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