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

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

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:06/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I had a flight booked with frontiers airline on june 12, 2025. Our flight got canceled at 8:10pm. The workers from frontier told my family to scan a code to get a refund for our flight. And then get in line to get a hotel voucher since we are not from ************* and we needed a place to stay till our next flight. Once we got to the front of the line the supervisor was completely rude saying that they cant do anything to help us that it was our problem to figure out where to stay. When we didnt cancel our flight it was canceled by them. They told us to go to the ticket area to figure it out. As we get it the ticket area **** was extremely rude and told us that it was our problem not theres. As my toddler was crying because he was scared of all the commotion. I asked to speak to a supervisor and another lady whom didnt want to provide me with her name looked at us and said she wont help us. I contacted customer service and they hung up on me saying its not there problem to help me because the flight was canceled. But all I did was listen to instructions I was given by the workers from frontier. Which later said they never said anything. I was stranded at the airport with my child for hours with no help. This was the most stressful and frustrating experience ever for my child and myself.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 canceled my flight without reason and I had a emergency situation to attend to. I was on hold for 2 hours trying to get them to help accommodate me with a voucher for another airlines constantly asking to speak to a manager and was hung up on. I lost work because of this ,I lost partial money from the cancelation *** had to figure away to get help with my emergency on my own. I asked for a full refund due to them not helping with a voucher and not giving me a reason on why my flight was canceled and they refused to help me and again eventually just hung up on me.

• Initial Complaint

  Date:06/13/2025

  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.

  Confirmation #: FRONTIER: ZEULMM I have been trying to work with their customer service team for 2 days and no one is getting back to me. Frontier changed my original flight I purchased. I have been trying to modify my trip. Frontier will only allow you to chat with them regarding issues. The chat takes an hour for someone to even respond AND THEN THEY CANCEL THE CHAT. The minute you get connected the chat ends.I need immediate assistance as my flight leaves in 12 days.

  Business Response

  Date: 06/24/2025

  Hi Taylor,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your unexpected schedule change your flight has suffer. I'll be more than glad to assist you today.
  
  Thank you so much for your patience! We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because of the schedule change your plans had suffer, from a direct flight X to X now to a connecting flight from X then to X and finally arriving to X. I understand how important your time, money and plans are for you; believe me, this is even difficult for us since we would not like to affect your plans in any way.
  
  After checking your reservation we most definitely can change your departure flight, have you check the options available? If not, as previously discuss:
  
  We can move it X days in advance at no cost
  We can cancel it and give you the funds back or a travel credit valid for X years.
  
  Let me know if you want a morning, afternoon or night flight, please.
  
  I'll wait for your reply, thank you in advance.
   
  Kind regards,
  
  Sigmund.
  Customer Relations Specialist
  Frontier Airlines

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: May 22, 2025 I purchased emergency flight tickets to ******** for a death in the family. I have a major right leg issue that causes requires my knee to have more room than usual on flights. I purchased a two leg flight that both had extra legroom so that I would not have any issues during the flight. Frontier did not contact me with any changes to my flight or anything. I get to the **************, and get on my plane, and my seat was a standard seat, not a extra legroom seat, like I paid extra for. My entire row on the plane was confused as we had all ordered extra legroom. We were told the Frontier changed which plane we were using because they had more passengers than expected. My row was upset because we paid for extra legroom, and were told that they apologize, and that we could get a refund following this website link. After filling out the form, and waiting for About 2- 3 weeks, I was told via email I cannot get a refund because they don't give refunds for my issue. The problem as I see it is that they charged me EXTRA for a feature I didn't receive. You cannot get a hold of **************** directly via Phone or Text. The email I received states that I cannot get a refund because my Seat number didn't change, and that they don't give refunds because "ancillaries like seats" are non refundable. I paid like 300 dollars or so for the flight, and I want a refund because I was not given what I paid for.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 cancelled our flight hours before departure time with no email stating the reason for the cancellation. Because we did not have an email confirming the cancellation, we were not able to reschedule the flight causing unnecessary distress. Furthermore, Frontier Airlines used inclement weather as an excuse to cancel our flight in order to avoid hotel and meal compensations.

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Unfortunately, I traveled with Frontier Airlines on May 27th on a direct flight from *****. Upon picking up my luggage, I noticed that my hardshell luggage was cracked and damaged. There were no agents in the area, so when I arrived home, I went to their website to file a claim, which it did not allow. I then reached out to Frontier customer service and was told to file a form to submit the claim. I did, and after a few days, there was no response, even though the message after submission stated that it would be up to 48 hours. I contacted customer service again; I was told that my case was assigned to someone, and now it has been over a week.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22, 2025, I flew Frontier Flight F94251 from ****** to **************. I gate-checked two items; only one arrived. Agents at the gate told me the *********** likely left my missing bag on the cart. I reported the issue immediately to five agents (three from the flight, two at baggage claim). The baggage agents took my baggage claim ticket, name, and number and told me it would be handled. When I didnt hear back, I submitted an official report through Frontiers website the next day.Later, an agent said I wouldnt be reimbursed because I didnt report the loss within 24 hours. I explained I had, but their agents didnt submit it. The agent then said I could be reimbursed if I provided my address, a description of the bag, and a cost estimate. I sent the requested infoand then Frontier stopped responding. Despite multiple follow-ups by phone, email, and chat, Ive been completely ignored.Another agent eventually told me I couldnt be reimbursed because I didnt have the baggage claim ticketwhich Frontier agents had taken from me at baggage claim.The lost item was worth $100, but this complaint is about how poorly I was treated. I followed all directions given to me and was ghosted despite being told multiple times I would receive a callback. I hope this complaint helps prevent similar treatment of other customers.I have attached screenshots of the email communication I've had with them, showcasing the very few emails I received from Frontier, and then the many email follow-ups I sent (responding to their requests, and asking for follow-up), to which I never received responses. This communication is in addition to the many phone calls and communication requests through their website.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am out over $1000 as a result of this and I had emailed Frontier numerous times over the year and never get a reply. From: ******** ******* <**********************************************>Date: May 7, 2025 at 11:18:53PM EDT To: ************* <****************************************>Subject: Fwd: Flight UHHG7N baggage check in issue ?Following up on this complaint that was never resolved ******** ******* From: ******** ******* <**********************************************>Date: July 11, 2024 at 3:13:34PM EDT To: **************************************** Subject: Flight UHHG7N baggage check in issue ?Reservation UHHG7N prevented us from checking in bags for our flight on 7/11/24. As a result we waited for a supervisor and a supervisor never came. It was then at this time to late to check in our luggage . So then we were stuck with luggage and not able to checkin and couldnt board the flight granted we had our online boarding passes . I was left with 3 crying over the experience and the inability to get to ******* over this baggage experience: So this system issue now has us out nearly $1000 over the flight missed . I am emailing to rectify the issue .******** ******* Amount paid $1535.84 to Frontier As a result I then had to book another airline at higher price on July ******* after Frontier cancelled my flight and boarding for myself and three children.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 May 11, 2025, during a chat conversation with a Frontier Airlines ***resentative, I was instructed to go to a link provided by the *** to reinstate ******* expired miles. I questioned the link, because the options didn't make sense based on what I was trying to do, but I was assured that it was correct and to spend $400 to reinstate the miles. I followed the instruction, which resulted in the purchase of ****** miles that I did not need (for $430). As soon as I finished the transaction, and ***orted back to the ***resentative, the *** sent a second link saying this was where I needed to go to reinstate my ******* miles. I immediately informed the *** that the first link resulted in a purchase I did not need (****** for $430), and asked that the transaction be cancelled and the money refunded. The ***resentative said they could not do that via their system, and gave me a phone number to call. When I called the phone number provided, it was for Frontier Airlines HQ. The automated message said that they couldn't help with customer issues, and that I needed to contact ***************** I was then directed to file a document with Frontier detailing the situation. The email I received in response admitted that everything I said was true, but that the transaction still couldn't be canceled and I would not receive a refund.I did follow the second link provided, which was correct, and reinstated my ******* miles for $400. All this was after several earlier conversations with Frontier ***resentatives who would not honor a February 2025 email from Frontier saying I could purchase the said expired ******* miles for $50. I was informed that reinstating the miles would cost $400, despite my having in writing an email saying it would be $50. I finally gave up arguing about the cost of reinstatement, only to have the *** send me the wrong link and purchase ****** extra miles I do not need for $430.00. I have also included that February email. Thank you!

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:Frontier Airlines failed to provide required verification letter after my mother was denied boarding due to overbooking.Complaint Details:On May 29, 2025, I booked a flight for my mother, ******* *******, through Priceline on Frontier Airlines (Trip Confirmation #: OH3S7Q, Departure: 8:56 PM). Upon arrival at the airport, my mother was denied boarding because Frontier Airlines overbooked the flight.I need a verification letter from Frontier Airlines stating that she was denied boarding due to overbooking in order to submit a claim with my travel insurance company. This letter is required to recover funds I paid out-of-pocket to rebook her flight on Southwest Airlines.Since the date of travel, I have made multiple attempts to obtain this letter through Frontiers customer service channels, including phone calls, online forms, chat, and text. I have not been able to reach any live agent or receive any response.I also escalated my request by emailing Frontier Airlines executives and customer relations staff, including ******** ***** (Director of Customer Advocacy), **** ***** (Supervisor, Customer Advocacy), and ***** ****** (CEO). Despite these repeated efforts over several weeks, I have received no response or resolution.I am requesting that Frontier Airlines immediately provide the required verification letter stating that ******* ******* was denied boarding on May 29, 2025, due to flight overbooking.Desired Resolution:I request that Frontier Airlines issue the verification letter immediately so I can submit my insurance claim and resolve this matter.******** ******* ************ **************************