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:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17, I had two tickets booked with Frontier Airlines for Flight 2402 departing from *** to TPA, flight confirmation MM217B, for the price of $555.92. Frontier cancelled the flight, causing considerable inconvenience to my family. The airline informed me by email that I was eligible for a refund. That same evening, I requested a refund for the cancelled flight. On March 27, 2025, I was informed that a PARTIAL refund would be issued in the amount of $277.96. On March 28, 2025, I submitted a second request for the remaining refund. As of today's date, I have not received a response.

  Business Response

  Date: 04/16/2025

  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 inconvenience you have experienced regarding your flight cancellation on March 17 from ****** to ***** and the subsequent issues with your refund request. I understand how frustrating it must be to deal with such a situation, especially when it affects your family.
  
  I appreciate you bringing this matter to my attention, and I will pass your complaints along to ensure that this issue is looked into. It is important to me that your concerns are addressed appropriately. I can only imagine the disappointment you felt when your plans were disrupted, and I truly empathize with your situation.
  
  After review, I see that your refund was processed. Please be aware that on this reservation you paid $XXXX using a credit with the code XXXXXX and $XXXX using the card ending in XXXX. A new credit for $XXXX was processed under the code XXXXXX. Since you wish to receive a refund, we have refunded the credit back to the original reservation where it was provided from, which it seems to be the same card ending in XXXX. Therefore, note that the 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 value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.  
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/14/2025

  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.

  The incident number will have more details. Extremely rude/threatening flight attendant on our recent flight. Filed complaint on their website with no resolution.

  Business Response

  Date: 04/16/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Thank you for sharing your incident report #INC-XXXXXXXXXXXXXXXX with us. I want to sincerely apologize for the unfortunate experience you had while traveling from ******* to ********* on April 2. I understand that your husband was assigned to seat 1F, while you were placed in an aisle seat in Row 2. It must have been frustrating to see an empty seat and to ask if you could sit together, only to receive a negative response from the flight attendant, who displayed unprofessional behavior and made rude comments in front of other passengers.
  
  I also understand that you asked for the flight attendant's name, but she refused to provide it, and other passengers were witnesses of this incident, which I appreciate the information provided.
  
  It is truly disheartening to hear about your interactions with the flight attendant, especially during what should have been a joyful time for you and your husband after your honeymoon. I can only imagine how upsetting it must have been to feel threatened and disrespected when you were simply trying to enjoy your flight together. Your feelings are completely valid, and I genuinely appreciate you bringing this matter to my attention.
  
  Your comments were already sent to our team. 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. 
  
  Our records indicate that your incident was addressed by one of our agents, who explained that you could not sit next to your husband because the front row seats are designated as UpFront Plus. These seats consist of an aisle seat or window seat in the front two rows, with the middle seat intentionally left empty.
  
  This policy is in place to ensure that the middle seat remains vacant as part of our UpFront Plus plan. Additionally, this arrangement is designed for security reasons, allowing for easier identification and location of passengers in the event of an emergency or unforeseen situation. Thank you for your understanding.
  
  Based on your experience, I see that you were provided with two vouchers of $XXXX each. I see that ****** ***** already redeemed his voucher, but I see that you asked for the voucher to be changed to your married name, which I have completed for you. See details of your voucher below:
  
  Voucher #XXXXXXXXXXXXXXXX - ******* ***** - Expiry date 07/14/2025
  
  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.
  
  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: ****************************************************************************
  
  While we recognize that this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: January 27th 2025 Amount paid: $55.98 + $5.60 tax I paid for a flight for $49.98 + $14.51 tax, and during the payment loading process, it said server COULD NOT process payment and had me try again. So I did that, and within that minute of me trying again, the price of the flight went up a couple of dollars. Which was fine, and the 2nd attempt to process the payment was successful however, my bank statements as well as my email, notified me that I had bought TWO tickets for the SAME flight for the SAME person because THEIR payment system had a glitch. So I called my bank (***** fargo) to let them know what had happened, they was able to clearly see that exactly what I said happened had occurred and they issued me my money back. Now we are here, 2 and a half months later and Frontier Airlines filed a complaint against my bank for that refund which put my account in the negatives and my bank said they couldn't do anything about it, and for me to reach out to the BBB. Overall my card was incorrectly charged twice for the same flight. Yes I got on the flight but I did not purchase two tickets for myself!

  Business Response

  Date: 04/16/2025

  Dear Keleya,
  
  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 recent flight transaction. It is unacceptable that our payment system caused confusion and led to you being charged twice for the same ticket. I understand how distressing it must be to deal with the repercussions of this issue, especially with your bank and the negative impact it has had on your account. Please know that we take such matters seriously, and I appreciate you bringing this to our attention.
  
  Upon taking a look and further investigating, we have located reservations X** and ***, we have received your refund request and reviewed your reservation.  It appears you have submitted a chargeback request with your bank which cancels your refund request with Frontier Airlines. The bank chargeback is a 90-day process after we receive the request from your bank. At this time, all questions related to the Frontier Airlines purchase should be directed to your bank. Your bank will notify Frontier Airlines of the decision regarding the chargeback request you made. If your chargeback is declined, and your purchase was eligible for a refund, we will proceed to request and resolution from the department in charge. However, if your refund request is declined and does not fall within our refund policy, please note that a refund will not be issued after the 90-day period. 
  
  Again, I apologize for the inconvenience this has caused you, and I appreciate your patience as we work to resolve this matter. Thank you for giving us the opportunity to make things right.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23201323
  
  I am rejecting this response because:
  
  Sincerely,
  
  Keleya St.*****

  Hello, thank you so much for the response. Originally I reached out to the bank and explained to them what happened. So they filed a case and gave me a refund. However, Frontier Airlines rejected that case and fought against it with my bank so my bank did a provisional credit reversal on the case I filed and the reference number for it is #*************.

  My bank said at this point, theres nothing they can do, I have to contact BBB and let them know what happened. Thats what made me write you guys here. 
  What should I do next? 

  Customer Answer

  Date: 04/28/2025

  No, the funds have not been received.

  Business Response

  Date: 05/03/2025

  Hello Keleya,
   
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern. 
  
  We double-checked your case, and we confirmed that the chargeback was submitted on XXXX and XXXX. We have received your refund request and reviewed your reservation. It appears you have submitted a chargeback request with your bank, which cancels your refund request with Frontier Airlines. The bank chargeback is a 90-day process after we receive the request from your bank.
  
  I have checked your reservation XXXX. I confirmed you booked for XXXX, from XXXX to XXXX. Then we have this flight ticket XXXX, which you booked for XXXX flying from XXXX to XXXX, which you did not use, and the system marked as no show, and the flight was removed due to the no show status. That ticket has a chargeback request. Also, you booked this flight ticket XXXX from XXXX to XXXX for $XXXX, which is the flight you used and is boarded as XXXX. We found this other confirmation code, XXXX, with a flight from XXXX to XXXX, which was the same flight on confirmation code XXXX. You paid $XXXX for that one and have a chargeback as well.
  
  For now, Frontier Airlines does not have access to those tickets until the chargeback process is done, and we received a letter from the bank stating the status of your chargeback request and the resolution.
  
  At this time, all questions related to the Frontier Airlines purchase should be directed to your bank.
  
  Thank you for taking the time to bring your situation to our attention.
   
  Sincerely, 
  
  Customer Relations Specialist 

  **********************

• Initial Complaint

  Date:04/14/2025

  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 Airlines canceled 6AM flight on April 14, 2025 from *** to ******* on a new July 2024 plane due to maintenance. Passengers were already boarding the plane as the flight was being cancelled. No announcement was made, only a display on the board. Frontier representatives refused to speak with passengers and would not give refunds or assist with getting them on a new flight. Frontier told passengers that the next flight to ******* was on Wednesday, April 16, which was already completely booked. Frontier is refusing to answer phone calls saying that passengers who were on this flight did not ever have a flight booked. Children and families had plans to go to ****** and now can't, or they have to pay hundreds more for last minute flights on other airlines. After Frontier offered absolutely NO assistance or compensation, our group had to book $570 one way tickets just to get to *******. That was over $350 MORE than our Frontier flight, which was $207. A whole day of our trip is gone because of Frontier. We had to get expensive Ubers to and from the airports. This cost us an additional $500 per person and we have 6 people in our party. I am requesting that Frontier reimburses us for all additional costs that we've had to incur because they had no available flights until Wednesday.Frontier was unapologetic, not accommodating, and ruined plans for all passengers.

  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 sharing your experience with us. I want to sincerely apologize for the distress and inconvenience you faced due to the cancellation of your flight from *** to *******. I understand how frustrating it must have been to be at the airport, ready to board, only to find out that your flight was canceled without proper communication or support from our team. Its completely unacceptable that you and your group were left without assistance, especially when you had important plans, such as visiting ******. I can only imagine the disappointment and stress this situation caused, particularly for families traveling with children. The additional costs you incurred for last-minute flights and transportation are understandably frustrating, and I regret that we did not meet your expectations in this situation. I want to assure you that your feedback is taken seriously, I will be more than happy to assist further.
  
  I will be happy to address your concern. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passengers First and Last Name
  -Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE (3) of the following pieces of information:
  
  -Phone number on the reservation
  -Email address on the reservation
  -Mailing address on the reservation
  -Name of the ************* (If booked through a 3rd Party)
  -Flight Number
  -Passenger Date of Birth  
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/14/2025

  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 was returning from CLT to ORD with Frontier on March 30th with 2 of my children as our flight keep getting delayed (Confirmation Code: FEUJJW). As we waited for our flight, no drinks or food vouchers were offered to us. We finally boarded the flight, then we had mechanical issues with the aircraft and after that was addressed, the takeoff lane was jammed, so it took more time for us, to actually get up in the air. We arrived in *** over 3 hours late in the middle of the night. My original ride from *** to my house failed through, due to this significant delay and I had to find another ride home in the middle of the night. I live almost 2 hours away from ***. We didn't get home until 5 am on March 31st. I missed work, my kids missed school. The lack of sleep, good food and drinks triggered a CVS (Cyclic Vomiting Syndrome) episode for my youngest child, which made him miss more school, I missed more work, more doctor visits, etc. I contacted Frontier and asked for reimbursement due to significant delays and they offered $50 and then $75 vouchers per person that is valid for 90days. I asked for a credit card credit or gift cards, because I do not plan to travel any time soon, due to my child's health conditions. After 2 weeks working with Anjali-Frontier Resolution Specialist, I asked for my request to be escalated to a manager, Anjali referred me to a chat on the website and stopped responding to my requests completely. The chat kept asking the same questions, going in circles, not letting me talk to a human. I am seeking a refund for the flight back on my credit card or $225 credit card credit, check or gift cards, not flight vouchers. Just to add, I spend almost $1000 on the flights, enrolled in the airline miles and bought their "discount den", paid a fortune for checked in bags. I asked for military discount on the checked in bags but was denied because my military spouse didnt travel with me. Huge disappointment

  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. 
  
  I am truly sorry for the impact this had on your family, including the health issues that arose for your youngest child and the disruption to your work and school schedules. It is our goal to provide a positive travel experience, and it is clear we fell short in this instance. I also apologize for the difficulties you encountered while seeking a resolution. It is unacceptable that you were not able to connect with a representative who could assist you further, and I understand how disheartening that must have been. We understand unexpected delays are never welcomed and most important when this lead to additional issues related to hearlth concerns and monetary issues with your job, I will surely take a look into your concern and assist further.
  
  Upon taking a look and further verifying, we have confirmed your flight was uncontrollable delayed for 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.
  
  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 however understand this has not been the expected experience and understand a 90 day voucher is too small of a time frame, I have issued a voucher for 6 months instead for the amount of $XXX to each passenger.
  
  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 6 months 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: 04/18/2025

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

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for the business bundle so we could get upfront plus. We paid $516 extra for this. We had the second row selected. When we got on the flight, we were put in rows 11 and 28. I spoke with customer service who told me that they could not see that we selected these seats, so we were assigned random seats. We know how to select seats and definitely did so. It work fine for our trip down and on previous trips, but this issue occurred on our way back. They refused to provide a refund and told us that this option was based on availability. So, we paid for these seats and reserved them, but because of an error on their end which they won't acknowledge, they won't help us.

  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 experience with us with reservation XXXXXX. I sincerely apologize for the inconvenience you faced regarding your seat selection on your recent flight. I understand how frustrating it must be to pay for a business bundle and not receive the seats you specifically wanted to seat on, especially after looking for a smooth travel experience. I will surely take a look into your concern and assist further.
  
  Thank you for sharing your thoughts and concerns, upon taking a look and further investigating, we must advise we do not show seats were selected for your reservation at the time of purchase and bundle selection, we have confirmed you were traveling with children, when one or more of the passengers on a reservation are 13 years of age or younger, Frontier will guarantee adjacent seats for the child or children and an accompanying adult reason why you were seated together. Further information here *********************************************************************************** and here ***************************************************************;
  
  We acknowledge your request for a refund, we must however advise optional services such as baggage and seats are non refundable. We understand this has not been the expected travel experience, as a one time customer gesture, we have issued a $XXXX 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: 04/26/2025

   
  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:04/13/2025

  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 January 1, 2025, I flew with Frontier Airlines from ********** (BGI) to ************ (SJU), confirmation number 33Z3HK. At the check-in line, a Frontier representative standing with a *** agent asked if I was checking a carry-on. I explained the extra bag contained food we will eat before boarding. At the check-in counter to drop my suitcase, the representative refused to proceed unless I brought the food bag to the desk. I complied and showed it contained only food from ***. Despite this, she insisted it be checked. I asked to speak with a manager, and she called another Frontier employee who confirmed I didnt need to check the food bag.Before boarding, the same Frontier employee arrived at the gate. Soon after, the *** agent from the check-in line arrived and selected me for additional screening. I was thoroughly searched, my bag unpacked and re-screened. Though my bag had already been sized at check-in, the Frontier employee asked to size it againsomething the security agents said was highly unusual.While this was happening, my daughter began filming the incident. The Frontier employee instructed *** officers to have her delete the footage, which she did in their presence. The employee then demanded my phone be searched, claiming it may have recorded. *** agents denied the request, confirming my phone had remained in my bag. She escalated further by calling higher-level security, who also denied her request.This experience felt targeted and harassing. The excessive screening and repeated sizing seemed like an attempt to justify an extra bag charge, possibly assuming I added items after check-in. Only an older gentleman and I were selected for additional screening. The Frontier employees conduct was excessive and unprofessional, creating an unnecessarily stressful and humiliating experience for my daughter and **** am requesting a formal investigation into this employees conduct and assurance that future passengers will not face similar treatment.

  Business Response

  Date: 04/16/2025

  Hello *********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Thank you for reaching out and sharing your experience with us from January 1, when you were traveling from ********** to ************. I sincerely apologize for the distressing situation you encountered at the airport regarding the extra bag you had, which contained food from ***. I understand how frustrating it must have been when, despite explaining the situation, the airport agent insisted that you check your bag, only for a manager to later confirm that it was unnecessary.
  
  I also recognize that a *** agent informed you that you were selected for additional screening, and even after your bag had already been sized, the airport agent requested to size it again. It is truly unfortunate that you and your daughter had to endure such a stressful and humiliating experience, especially when the situation escalated with security being called and you being blamed for adding items after check-in. I completely understand your concerns and frustration, and I appreciate you bringing this to our attention. Your experience is important to us, and we are committed to addressing these issues.
  
  I must inform that all your comments have been sent to the management station for review and they will follow up with their team to ensure your experience is not repeated. 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. 
  
  In our effort to regain your trust and encourage you to give us another opportunity, we are pleased to offer you a one-time exception of a $XXXX voucher per passenger to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Voucher #XXXXXXXXXXXXXXXX- Millicent ********-******** - Expiry Date: 07/15/2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX- Armani ******** - Expiry Date: 07/15/2025 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: ****************************************************************************   
  
  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:04/13/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were checking in our luggage for flight 91 on Apr 12 to ******. The luggage transporter didn't work. The Frontier employee who made check in dressed in Muslim clothes instructed all passengers leave the luggage in front of her window. When we arrived in ****** there were more than 40 passenger couldn't get their luggage. We came on 7 days vacation and everything from underwear to sunglasses were in the luggage. We made a claim in ************** with Frontier agent. Here is the ** # **************** stay in ************************. Today is a second day and we still didn't get our luggage.Frontier has destroyed our annivrrsary vacation.

  Business Response

  Date: 04/21/2025

  Hello Klim,
  

  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for sharing your experience with us. We are sincerely sorry for the inconvenience you faced with the delivery of your luggage on flight 91 on April 12th to Cancun.

  We understand how frustrating and troubling this situation has been, especially after enjoying a seven-day vacation and discovering that your luggage was not available upon arrival. We know that your personal belongings are important and we extend our sincerest apologies for the impact this has had on your trip.
  
  Do not worry we will do everything necessary to provide you with a resolution through this same process and we will be happy to address your concern, for privacy and security policies of our customers we ask that you respond with the following data:
  
  -Booking confirmation code where the bag was delayed.
  -Name and surname of the passenger where the bag was delayed.
  -Last 4 digits of the credit card used to purchase the ticket
  -Phone number of the booking
  -E-mail address of the booking
  -Mailing address in the booking
  -Name of travel agency (if you booked through a third party)
  -Flight number
  -Passenger's date of birth
  
  Please know that I will do my best to provide you with a fair and favorable resolution. We appreciate your patience and look forward to hearing from you.

  Customer Answer

  Date: 04/24/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because: We got our lost luggage only after 3 days. We have a proof for that. Plus, when we got our luggage, we found many items stolen. All this ruined our wedding anniversary vacation in Cancun. It's disaster what Frontier did to us.

  Here is a requested information, so you can verify:

  -Booking confirmation code where the bag was delayed: FDVCTZ 
  -Name and surname of the passenger where the bag was delayed: Gofman Ilona
  -Last 4 digits of the credit card used to purchase the ticket: 6941
  -Phone number of the booking: 201-759-3382
  -E-mail address of the booking: [email protected]
  -Mailing address in the booking: 5 CHAZ Way Fairfield NJ 07004
  -Name of travel agency (if you booked through a third party): FunJet
  -Flight number: 91
  -Passenger's date of birth: 10/29/1969, 02/03/1964

  
  
  
  Sincerely,
  
  
  
  Klim Gofman

  Business Response

  Date: 05/03/2025

  Dear Klim,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  We are truly sorry for the distress and inconvenience you’ve endured during what should have been a joyful and relaxing anniversary vacation. We sincerely apologize for the issues you encountered while checking in for XXXX on XXXX to XXXX. We understand how frustrating it must have been to experience a malfunction with the luggage transporter and to be instructed to leave your bags outside the check-in window. It is deeply concerning to hear that, upon arrival in Cancun, more than XXXX passengers, including yourself, did not receive their luggage. We recognize how upsetting it is to arrive for a XXXX-day vacation without your belongings, especially when essential items such as clothing and personal effects were packed. We also acknowledge that you promptly filed a claim at the XXXX airport with our Frontier agent under ID #XXXX and that as of today, two days later, you were still without your luggage while staying at the XXXX.
  
  I have checked your reservation XXXX and baggage claim, and I am pleased to inform you that we can assist you with your request. I would also like to remind you that this is not a refund process. It is intended to provide reimbursement for the expenses you incurred to cover your basic needs while your suitcase was delayed.
  
  Therefore, only basic needs will be considered. Please note that items such as food, luxury items, watches, chains, glasses, groceries, transportation expenses, cell phone accessories, electronic devices, suitcases, chargers, toys, and others will not be considered.
  
  Please note that a percentage of each item will be covered depending on the value of each purchase. Remember that your bag was delayed, not lost, so the items you purchased will be in their full possession.
  
  Our contract establishes that compensation will be given if the bag is lost, and this can reach up to $XXXX depending on the item in the bag. You can find this information in our contract of carriage:
  
  It states the following: https://www.flyfrontier.com/legal/contract-of-carriage/
  
  16. Limits and Claim Procedures
  
  A. Limitations of Liability
  
  5) Subject to the limits of liability specified above, Frontier will compensate passengers whose baggage is lost, damaged, or delayed for reasonable and documented direct damages up to the specified limit of liability, provided the passenger has made reasonable efforts to minimize the amount of damage and has provided documentation of the loss. The applicable compensation for loss or damage to property will be determined by the original documented purchase price less applicable depreciation or the cost of repairs, whichever is lower.
  
  I also request that you send us receipts for expenses incurred while your bag was delayed, observing the following information:
  Receipt must be original
  Must reflect the date of purchase
  Receipts must be submitted in PDF or JPG format.
  
  Therefore, to continue processing your incurred expenses, we will ask you to send us the following information:
  
  - Name of the person who will receive the approved amount.
  - Mailing address where the approved amount will be sent.
  - Personal phone number and email address of the person who will receive the approved amount.
  
  Additionally, in order to continue with this process, we will need you to provide us with the following detailed information, as it will be vital to providing you with a prompt and favorable resolution. You indicate that you received your bags on XXXX, so I will need:
  
  - Exact time you received the bags on XXXX. (After XXXX days)
  - Exact date and time you first reported the missing items
  - How you reported them (via chat, social media, or a document)
  
  We look forward to hearing back from you soon.
  
  Sincerely, 
   
  Customer Relations Specialist 
  Frontier Airlines

  Customer Answer

  Date: 05/04/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because: I didn't get compensation for the items I had to buy due to my luggage delayed for three days plus I requested to compensate me for the items that were stolen from the luggage.

  Dear Frontier customer service.
  
  As I've already stated, the only luggage we had on our wedding anniversary trip to Cancun was delayed for three days. That completely destroyed our vacation because it created a lot of problems for us and our guests during our vacation together.
  Here is information you requested for the expenses to cover our basic needs while our suitcase was delayed for three days. Please see the attached copies of the original receipts (1.jpg, 2.jpg, 3.jpg, 4.jpg, 5.jpg) Unfortunately, BBB website doesn't allow me to attach more receipts 6.jpg, 7.jpg):
  
  
  1. Sunscreen                    $29
  2. Short(mens)                 $46
  3. Rashguard(ladies)        $79
  4. Swimming suit(ladies)  $150
  5. Sun hut(ladies)             $59
  6. Underwear(mens)        $ 29.9
  7. Swimsuit (ladies)          $123
  8. Bras                              $74.9
  9. Underwear(ladies)        $28.25
  10. Swim trunk (mens)     $69.65
  11. Polo (ladies)               $79.95
  12. Polo (mens)                $23
  13. Pants(mens)               $97.4
  14. Bermuda (ladies)        $47.45
  15. Blouse (ladies)            $32.45
  16. Rashguard (mens)      $31.5
  
  
  Total: $1,000.45
  
  Here is more information you requested:
  KLIM and ILONA GOFMAN 
  
  5 CHAZ WAY 
  FAIRFIELD, NJ 07004
  
  (203)668-6118
  (201)759-3382
  [email protected]
  [email protected]
  
  Here is a quoted text from your previous email, my answers are here:
  
  - Exact time you received the bags on 04/15 (After 3 days): 23:25 (Baggage Delivery Confirm.jpg. The BBB website didn't allow me to add this file)
  - Exact date and time you first reported the missing items - we reported first time in the morning on Apr 15, 2025 at 7:36AM
  - How you reported them (via chat, social media, or a document) via Frontier WhatsUp and phone
  
  Also, we have submitted the lost item form on Frontier website. See File ID: CUNF946675358. However, it shows File Status: Closed. Why?
  
  
  
  Sincerely,
  
  
  
  Klim Gofman

  Business Response

  Date: 05/15/2025

  Dear Klim,
  
  Thank you for your response and for providing the receipts. We appreciate the opportunity to further address your concerns.
  
  To assist you more effectively, could you please confirm whether the items on the five receipts were purchased in U.S. dollars or Mexican pesos? This information will help us accurately process the conversion for your reimbursement, which will be issued in U.S. dollars.
  
  Additionally, we need to verify if the XXXX items mentioned in your last reply correspond to the two receipts you were unable to send.
  
  Lastly, regarding your missing item claim, please provide the claim number. Without this, we will be unable to assist you with the missing items, as per Frontier Airlines' contract of carriage.
  
  We look forward to your prompt response to proceed with your request.
  
  Sincerely,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer Answer

  Date: 05/15/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because:

  We still didn't get compensation for items we had to buy due to 3 days delay of our luggage. Also, we still didn't get any compensation for the items that were stolen from our luggage. I will email to Veronica another 16 receipts for stolen items.

  Veronica,
  

  
  All five receipts are shown both in pesos and USD. It's written on the receipts. Here I
  attached another 2 receipts that I was not allowed to attach previously. Please add them
  to our file. All those 7 receipts are related to purchase due to delay of our luggage.
  
  Another 16 receipts correspond to the items that were stolen from our luggage when we got
  our luggage after 3 days. We also claim those items to compensate us by Frontier. Indeed,
  we spent our money for those items before our trip. But because our Frontier we lost
  those items. We ask Frontier to compensate us.
  
  I have this incident number INC-20250511033648-000108
  
  File ID:
  CUNF946675358
  
  I don't know which one above will be useful for you. Please let me know if you need any information from us..
  
  Sincerely,
  
  
  
  Klim Gofman

  Business Response

  Date: 05/22/2025

  Dear Klim,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern. 
  
  Thank you for your continued communication and for providing additional details regarding your claim.
  
  We sincerely apologize for the inconvenience and frustration caused by the delay in receiving your luggage, as well as the distress related to the missing items. We understand how upsetting this experience has been and appreciate your patience as we work through your case.
  
  At this time, we would like to inform you that we did not receive the last two receipts you mentioned in your most recent response. To ensure they are properly reviewed and added to your file, we kindly ask that you reattach them directly under this incident.
  
  Once received, we will promptly update your case and continue the evaluation of your request for compensation related to both the delayed and missing items.
  
  Please don’t hesitate to reach out if you need assistance with the upload process or if there’s any additional information you’d like to provide.
  
  Regards,
   
  Customer Relations Specialist 
  Frontier Airlines

  Customer Answer

  Date: 05/24/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because:

  I'm attaching the copies of receipts 6.jpg and 7.jpg even though I have already emailed them to Veronica to email [email protected] on May 15, 2025, with subject line "Re: Frontier Airlines: INC-20250416025502-000194".

  Please confirm that you have all my 7 receipts for the replacement of my items due to luggage delay.

  Also, I have provided 15 receipts for stolen items from my luggage. Thus, total I have provided in my claim 22 receipts from 1.jpg to 22.jpg.

  Please confirm that we are on the same page. 

  I will send a copy of this email to Frontier email [email protected] with the same attached receipts. 
  
  
  
  Sincerely,
  
  
  
  Klim Gofman

  Business Response

  Date: 06/09/2025

  Hello Klim,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  I have reviewed your receipts and noticed that the amounts were applied in XXXX currency. Please keep in mind that for bag delays, we can cover essential items purchased from general retail stores, where passengers buy emergency necessities. However, high-value brand items may only be covered partially, rather than at full price. Given this policy, we will be covering a percentage of the cost for more expensive purchases. If you have any further questions regarding the reimbursement process, please feel free to reach out.
   
  The purpose of interim assistance is to provide you with essential items while we continue searching for your bag, rather than replacing them entirely. Since branded items are likely to be kept and used beyond this situation, we can only provide partial reimbursement based on how necessary the items were at the time.
  
  The total amount to be covered is XXXXXX. For certain receipts, we will only cover half of the amount because the cost of those items exceeds our maximum reimbursement limit. The refund will be issued as a check, and you should receive it within XXXXX.
  
  Please reply to this email with all the information and documentation listed below:
  •  Passenger’s names
  •  Reservation codes for each passenger
  •  Name of the person who will receive payment
  •  Mailing address
  • Phone number
  
  Once we receive these items from you, we’ll be happy to assist you further.
  
  Regards,
  Customer Relations specialist,
  Frontier Airlines
  ************************************************
  

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because:

  Your response only partially resolves the issue. As we have already reported in our claim that many brand items were stolen from our luggage when we received our luggage. We have submitted all the receipts for the stolen items together with the receipts for the delayed items. It's a part of the same case. However, you didn't mention about compensation for the stolen items.
  Please clarify how your company compensate us for the stolen items.

  Here is the information you have requested below:
  
  Passenger’s names KLIM GOFMAN & ILONA GOFMAN
  Reservation codes for a couple:  FDVCTZ
  Name of the person who will receive payment: KLIM GOFMAN
  Mailing address: 5 CHAZ WAY FAIRFIELD NJ 07004
  Phone number: (203)668-6118
  
  The total amount for the delayed luggage offered in your email below is $615.43. We expect the check for our expenses related to the luggage delay.
  
  Sincerely,
  
  
  
  Klim Gofman

• Initial Complaint

  Date:04/13/2025

  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.

  My wife and I have airline tickets for travel from *******, ** to ******, **. we are permanent residents of ****** and exempt from the tourist tax charged on airline tickets to ******. Despite this, Frontier charged us the tourist tax on our tickets. I have called Frontier twice and e-mailed them requesting a refund of the tax. They have advised me that we dont owe the tax but they will not refund us the money. They take the position that we have to deal with the ******************* All other airlines that I use always exempt us or refunds the tax. The ****************** requires the airlines to refund or not charge the tax upon verification on the tax exempt status.

  Business Response

  Date: 04/16/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Thank you for reaching out and sharing your concerns regarding the tourist tax charged on your tickets. I sincerely apologize for the frustration and inconvenience this situation has caused you and your wife. It is understandable to feel upset when expectations are not met, especially after your efforts to resolve the issue through calls and emails.
  
  Please be aware that tax refunds should be requested directly from the relevant ************** which in this case appears to be Visitax. You can find more information on their website at **************.
  
  Your feedback is valuable, and I will ensure it is shared with the appropriate team. 
  
  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 20 minutes before flight, boarding ends.
   
  I'm glad that you were able to choose your seats and bags. 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 remember that bag and seat fees are non-refundable once purchased. 
  
  Thank you for your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 tickets from ******* to *********. Frontier changed the flight by more than 3 hours which allows me to cancel my flight. I have tried for 1 week to do it on the app. No luck. L have given them my phone number to call me within 24 hours. 4 times no call back. SMS texting also no help. No other way to contact this airline. No customer number anyone answering. You must wait for a call that never comes. I cant travel on the new times. and cant change or get a refund. Very unprofessional I will never do business with them again.

  Business Response

  Date: 04/16/2025

  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 difficulties you have faced regarding your flight changes and the challenges you encountered while trying to resolve this issue. It is completely understandable to feel frustrated when you are unable to get the assistance you need, especially after multiple attempts to reach out.
  
  As general information, if you're unable to contact us via chat, remember that you can also reach us via social media, WhatsApp, and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************
  
  When changes occur for already planned flights, we provide our passengers a number of options, including alternatives for new scheduling possibilities or cancellation of your reserved tickets. A link to choose between a refund or rebooking was sent to your email , which I see that you accessed on April 13 and a refund was selected. 
  
  I can confirm you were provided with a full refund for $XXXX back to the card ending in XXXX on April 13. 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.
   
  Thank you again for your comments. 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 
  ********************** 

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ****** ******