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:04/09/2025

  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.

  Date of Purchase: 3/12/25 Date of flight: 4/1/25 Frontier Airlines committed to fly us from ********** (TTN) to Orlando **(MCO) on 4/1/25 6am (returning 4/4/25)Upon arriving at the airport at 5:05am, we were refused service at the ticket counter. The Frontier agents refused to give us luggage tags and claimed we were too late to drop off our bags. The *** agents who were there were ready and willing to accept our luggage. The plane had just started boarding. As we attempted to get on this plane , the agents refused to work with us and many others who also arrived at airport at same time . We were then given only one option to buy tickets from ************ for another 700 dollars . Our tickets we originally paid for were refused to be returned. We had to pay a total of 1078 dollars to fly with this airline on this day. I have 3 young children who were now being dragged to a different airport to board another flight when our original flight did not even take off yet. This was a one way ticket and agent also omitted to tell us that the flight back would be back to *******. Our car was left in ****** . On our way back , our flight was deplaned a total of 3 times . We were at airport for over 12 hours and our flight was delayed over 7 hours . They had boarded us 3 times to 2 different planes !!!!! The agents for this company have no empathy and are not willing to work with customers. We were not given our money back for original flight or for our return flight. The workers and flight attendants had no explanation to any of us on what was causing delay. I spent 3 hours on phone with frontier and they did not accommodate us in any way. This is not customer service.

  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 taking the time to share your experience with us regarding your recent travel with Frontier Airlines. I want to sincerely apologize for the distress and inconvenience you faced during your journey from ******* to ******* and back. I understand how frustrating it must have been to arrive at the airport only to be refused service at the ticket counter, especially with three young children in tow. The situation you described, including the multiple boarding attempts and the lack of communication regarding delays, is certainly not reflective of the service we strive to provide. I can only imagine how exhausting and confusing this experience was for you and your family, and I am truly sorry for the impact it had on your travel plans. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback.
  
  I want to assure you that Frontier Airlines remains committed to adhering to the regulations set forth by the **************************** (***) concerning refunds. The guidelines stipulate that if an airline cancels a scheduled flight, it is the airline's responsibility to provide a timely refund upon the customer's request. However, I regret to inform you that, in your case, your reservation does not qualify for a refund or credit, as the flight in question was completed without any incidents.
  
  I understand that this may be disappointing news, and I want to emphasize that we value your business and strive to provide a positive travel experience for all our customers. To help ensure a smooth journey in the future, I would like to remind you of our recommended airport timeline:
  
  60 minutes before the flight: Flight and bag check-in closes.
  30 minutes to departure: Boarding begins.
  20 minutes to departure: Final boarding call.
  
  Please note that the aircraft doors will close 20 minutes prior to the scheduled departure time. It is crucial for passengers to adhere to these timelines to avoid any complications with their travel plans.
  
  Additionally, our Contract of Carriage outlines the following regarding check-in and boarding: "Failure to Check In or Appear - If a passenger fails to check in for their flight within the required times or does not appear for boarding within the specified timeframe, the ticket will be considered a No-Show Cancellation and will be canceled."
  
  We understand this has not been the expected experience, as a one time customer gesture, we have issued a $XXX voucher per passenger valid for 90 days. Find the information for the vouchers 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 appreciate your understanding of these policies, which are in place to ensure the safety and efficiency of our operations. If you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help and want to ensure that your future travel experiences with us are as enjoyable as possible.
  
  Thank you for choosing Frontier Airlines.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday April 9th I was charged $99 for a carry on bag when the carry on bag should have been permitted for free of charge because it was a standard carry on. The flight i was on was going from. DALLAS TO ***** ( flight 1334)I watched as other was not charged. I would like my $99 refunded immediately

  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 hope this message finds you well. I want to sincerely apologize for the inconvenience you experienced regarding the charge for your carry-on bag during your recent flight from ****** to *****. I understand how frustrating it must be to see others not being charged while you were, especially when you believed your bag should have been permitted for free. I appreciate you bringing this matter to my attention, your feedback is invaluable, and I want to assure you that I take your concerns seriously.
  
  It looks like you were charged an additional fare due to the size of the personal item, which is a $99.00 fee. We must advise that this fee do not qualify for a refund. You'll be
  able to see more information within our website on the following link **********************************************************. Please note that if you bring a personal item, which is included on your fare and this is larger than the allowed dimensions, it will be subject to an additional charge. Keep in mind that a personal item maximum size is 8''D x 18''W x 14''H including handles, wheels and straps. 
  
  We have issued a refund for the amount of $99.00 back to the **** ending in 1725 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. 
  
  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:04/09/2025

  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.

  Simply put they stole my money. I booked a ticket but they gave me the wrong dates. They're trying to charge me $200 to correct the ticket date, over 2 months in advance. At this point I just want to book with a different airline.

  Business Response

  Date: 04/16/2025

  Dear Jp,
  
  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 feedback. I can see how incredibly frustrating it must be to encounter issues with your ticket booking, especially when it involves incorrect dates and unexpected charges. Its completely understandable to feel upset in this situation, particularly when youve planned your travel well in advance. I will surely take a look into your concern and assist further.
  
  Please be advised Frontier Airlines has eliminated change fees for most fare types, including Economy, Premium, and Business bundles, allowing for greater flexibility. However, if you change your itinerary, you may still need to pay any fare difference between your original and new flights. If no bundle is purchased, normal fees will apply.
  
  No Change Fees Policy
  
  Frontier Airlines has introduced a policy that eliminates change fees for customers who book Economy, Premium, or Business bundles. This change is aimed at providing travelers with more flexibility and reducing the stress associated with modifying travel plans. Further information here: ****************************************************************************************;  
  
  Fare Differences
  
  While there are no change fees, passengers should be aware that any changes to their itinerary may incur fare differences. If the new flight is more expensive than the original, the passenger will need to pay the difference in fare. Conversely, if the new flight is cheaper, there is no residual value available from the original ticket once the change is made.
  
  Our change policy is available here: ******************************************************************************;
  
  We do show as a one time customer gesture, a full travel credit for the amount of $XXX was issued on April 9th which has already been used for a new booking.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/08/2025

  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.

  FLIGHT F92510 ******* to *** Date April 6. We boarded the flight and sat down. 2 passengers assigned seats 4C and 27A. The flight was completely done boarding. There was a seat next to me empty. I kindly asked if my daughter could move beside me. The attendant said no and gave clear reason. I accepted. Her reason was that we were in 2 different zones. Once she walked away I looked at my boarding pass and saw we both were in zone 1. I mentioned it to a different attendant who explained the zones were different outside the plane. She was nice and said she would ask someone to move. I declined because I did not want someone to give up their seat. Again, I accepted and went to my seat. A different attendant (african american lady) with eyelashes and curls walked behind me. When we got to my seat she saw my daughter in the seat. My assumption is that she thought we took it upon ourselves to move. My daughter had asked an attendant in the back who escorted her to the seat. The lady never bothered to ask. She yelled at my daughter to move back to her seat. Without any confrontation or words, my daughter moved. Within 3 minutes we were escorted off the plane. While we were being escorted off the lady who yelled high fived a male flight attendant, celebrating kicking us off the plane. She even used profanity. It was 1130 at night. They offered a flight 3 days later. I purchased new tickets for myself and my daughter on a different airline. The cost was ******. This was my first time flying this airline. The attendant refused to give her name to airport security. Half the crew was really nice and the other half were horrible. While I may be responsible for not making sure our seats were together.....deplaning a paying customer for politely asking was shocking. I would like to be paid for my flight and for the flight that we had to get as a result of their actions. I do not wish to receive a credit. I will not fly with them again. I appreciate your assistance in this matter.

  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 taking the time to share your experience regarding your recent flight, *** I appreciate your feedback, as it helps us understand the experiences of our passengers and identify areas for improvement. I understand that your journey was not as smooth as you had anticipated, particularly regarding the seating arrangements for you and your daughter. It is always our goal to ensure that families can sit together during their flights, and I can see how the situation you described would be frustrating. I will surelytake a look into your concern and assist further.
  
  While our boarding process is designed to maintain order and efficiency, I recognize that it can sometimes lead to misunderstandings, especially when it comes to seating assignments. When you initially requested for your daughter to move next to you, it was unfortunate that the attendant was unable to accommodate that request due to the boarding zone policy. I appreciate your understanding of the situation at that moment, and I commend you for your willingness to accept the attendant's explanation. However, I understand that the subsequent interactions with the crew were not handled in a manner that met your expectations. It is concerning to hear that an attendant reacted in a way that made you and your daughter feel uncomfortable. Our team is trained to handle such situations with professionalism and respect, and it is disappointing to learn that this was not your experience. The behavior you described, including the high-five celebration after you were escorted off the plane, is not representative of the service we aim to provide. I assure you that we take such matters seriously, and your feedback will be shared with our management team for further review.
  
  While refunds for flying with another airline cannot be provided, we do show a full refund has been issued for your reservation through Frontier 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 do also show a voucher per passenger has been issued for the inconvenience, 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:
  ****************************************************************************
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/08/2025

  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 01/30, there was an uplift loan initiated from frontier for a flight leaving out of lax to *******. The flight was cancelled after I alerted uplift that the application was fraudulent and I did not authorize such. The number, email address and address are different on the application submitted than the one of my previous loan applications. I have received the run around about a fraudulent reservation. The agent *** stated that it was voluntarily canceled and is non refundable. He provided a card ending in 2427 **** under my name. I do not own a card ending such digits.

  Business Response

  Date: 04/16/2025

  Dear Milesia,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for bringing your concerns to our attention regarding the uplift loan initiated for your flight from *********** to *******. I understand that this situation has been frustrating for you, and I appreciate your patience as we work to address it. I want to clarify that we take reports of fraudulent activity very seriously. Its important to us that your concerns are thoroughly investigated. I understand that you received information indicating that the flight was voluntarily canceled and that you were provided with card details that do not match your records. This is certainly not the experience we want for our customers. I will surely continue assisting.
  
  Thank you for sharing your thoughts and concerns, upon taking a look, we must advise we show the original payment method on reservation X** is a X** card ending in X** The reservation has been canceled and a full refund has been issued to the mentioned card for the amount of $XXX on X** 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 must advise a refund will only be provided to the original payment method on the reservation, if you do nto recognize the mentioned card, we suggest reaching Uplift for further assistance.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/08/2025

  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.

  When I booked my round way flights I added on a rental vehicle through Frontier with Budget, to pick up at *******************************. I was billed for the cost of the rental car and the tickets. When we arrived at the airport rental area, Budget told us they didn't have a rental reservation for us. I called the phone number ************, and found out that the representatives on the phone could do nothing for us. They suggested I request a refund. I asked them for a refund and called frontier again and they told me they could not refund me. I paid for a rental vehicle and was charged, and had to pay around 180 dollars for me to get a rental vehicle as a walk up customer. I'm only asking a refund for the cost of the item that I never received. I've called their number, used the chat option , used the app, used the website and the options on all of them prevent me from requesting a refund for the extra item.

  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 encountered regarding your rental vehicle reservation with Budget through Frontier Airlines. It is truly frustrating to arrive at the airport only to find that your reservation was not honored, and I can understand how this situation has caused you significant inconvenience.
  
  I have reviewed your booking and noticed that you attempted to rent a car; however, the process was not completed, which is why the car was not reserved. If you were prompted to provide a deposit or a credit card, it appears that this step was not finalized, resulting in no reservation being made. Please note that Frontier did not receive any payment for your rental car.
  
  You may confirm the payment made under our website here: ********************************************************************. Access with your last name and reservation code. As well, you will be able to see under Rental Car that states Payment Due at time of pickup. If you need to modify your rental car, please contact **** at ************ or Budget at ************. 
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/17/2025

   
  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:04/08/2025

  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.

  Hello,My Frontier flight from *************** (FLL) to *****, ** (ISP), scheduled for 11:37 AM on March 31, 2025, was canceled at 2:39 AM that same morning. The cancellation was not due to weather, as other flights were departing between 11 AM and 1 PM from both FLL and MCO. Frontier did not provide any rebooking options or meaningful assistanceonly a refund of $264.96 and a $100 voucher, which I have not accepted.Because my wife and I needed to return to ******** that same day, we were forced to rebook last-minute travel and incurred the following out-of-pocket expenses:$1,417.16 for a JetBlue flight $198.00 for Brightline train tickets $38.98 for an **** to the train station ~$95.71 for a taxi home from *** We are requesting reimbursement for these expensesa total of approximately $1,749.85under DOT consumer protection guidelines. We have also filed a formal complaint with the *****************************These costs were a direct result of Frontiers airline-controlled cancellation. Given that weather was not a factor and alternative flights were operating, we believe reimbursement is warranted and justified.Thank you for your attention to this matter. We would appreciate a prompt and fair resolution.Sincerely,***** & ***** *****

  Business Response

  Date: 04/17/2025

  Hello *****,
  
  Thank you for your reply in regards your reservation #OGT16Q. I will continue assisting you with your concern.
  
  Thank you for reaching out and sharing your experience regarding the cancellation of your Frontier flight. I sincerely apologize for the inconvenience and distress this situation has caused you both. It is understandable that having to incur unexpected expenses due to a flight cancellation can be incredibly frustrating.
  
  Our records indicate that your flight was cancelled due to operational reasons. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers.  
   
  We must inform that Frontier is not liable for expenses caused by a cancellation, delay or other disruptions. The Section 15 of our Contract of Carriage, which all passengers agree to at the time of purchase, states:
  
  "A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation"
  
  Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************  
  
  Our **************** Plan states that if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. I can confirm that you were provided a refund for your flight for the amount of $XXXX was sent back to the card ending in XXXX and $XXXX back to the card ending in XXXX on March 31, 2025. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  While we are unable to provide a reimbursement on your expenses, as one time exception, I see that you were sent a $XXXX voucher per passenger by the airport staff. However, in our effort to regain your trust and encourage you to give us another opportunity, I have voided the previous vouchers and issued new ones for $XXXX as a one-time exception to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. 
  
  Voucher #XXXXXXXXXXXXXXXX- ***** ***** - Expiry Date: July 14, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX-  ***** ***** - Expiry Date: July 14, 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: ****************************************************************************   
  
  Thank you once again for your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/17/2025

  Complaint: 23175309
  
  I am rejecting this response because I am not satisfied at all with the response...
  
  Dear Frontier Airlines Representative,
  Thank you for your response and for confirming that the cancellation of my flight (Reservation #OGT16Q) was due to operational reasons and not weather. This distinction is significant and directly impacts the reasonable expectations I had as a paying customer especially since other ********************** were operating during the same time window from the same airport.
  While I appreciate the gesture of a $200 voucher, I must respectfully express that it does not begin to address the hardship caused. I was forced to book a last-minute replacement flight with ******* for over $1,400 a significant and unexpected out-of-pocket expense directly resulting from Frontiers operational cancellation.
  Please understand: I was staying with family in *******, and my original round-trip costs including airfare and accommodations were less than the price I had to pay for just the return flight. This cancellation forced me into spending money I simply didnt have by having to rebook at the last minute.
  Your Contract of Carriage and the cited DOT guidelines do not prohibit reimbursement in such situations they simply state you are not legally required to do so. However, in the interest of fairness, customer retention, and good business practice, many reputable airlines offer compensation or partial reimbursement when operational issues create documented financial burdens for passengers.
  I am formally requesting that Frontier reconsider and either:
  Provide a partial reimbursement for the additional expense incurred (receipts available upon request), or
  Offer a substantially higher voucher value that more realistically reflects the disruption and costs sustained.
  To be clear, this flight was canceled at 2:30 AM, just 9 hours before departure, leaving me and many others scrambling to find alternate arrangements when we woke up Monday morning. When I called your support line, I received no help or viable options. The entire situation was mishandled and extremely stressful.
  If we are unable to reach a fair resolution, I will consider filing a formal complaint with the ********************************* (***) and sharing my experience publicly so other travelers are fully informed about how this was handled.
  Thank you for your time and consideration. I hope Frontier chooses to do the right thing and resolve this matter in a way that helps restore trust in your brand.
  
  Sincerely,
  ***** ***** 

• Initial Complaint

  Date:04/08/2025

  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 am writing to formally file a complaint about a recent and deeply upsetting travel experience with Frontier Airlines that caused unnecessary emotional, physical, and financial strain on me and my ********* husband is currently deployed, and I traveled from ********* to ******* with my 1-year-old son and elderly mother to attend a funeral in his place. Our return flight was canceled without notice. When I asked about alternative flights, I was told there were none. We stepped away briefly to regroup, and when we returned, I overheard your staff offering flights to other passengers. I immediately rejoined the line, but by then all remaining options were booked. The only route offered was a long, exhausting detour through ***** getting us home at 3 a.m.Throughout this ordeal, your employees were unhelpful and, in many cases, rude. No one offered support or showed any understanding of my situation a grieving mother traveling alone with an infant and an elderly parent.I was also misled about receiving free baggage due to my husbands active-duty military status, and I was charged $100 per bag. On top of that, because the delay and rerouting caused us to run out of essentials, I had to purchase diapers, wipes, and other baby supplies at the airport at inflated prices. When I asked about compensation, I was told I could be reimbursed, but I was never provided receipts, making it impossible to file a claim.I was also unable to pump because my pumping equipment was packed in my luggage. I only had four bottles for my baby and had no access to more due to the extended and stressful travel conditions.When I called customer service, I was told all that could be offered was a voucher for an airline I no longer feel comfortable trusting.I am requesting a formal apology, reimbursement for the supplies I was forced to purchase at the airport, and compensation for the distress and mistreatment we experienced.

  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 taking the time to share your experience with us. I want to sincerely apologize for the distress and difficulties you faced during your recent travel with Frontier Airlines. I can only imagine how challenging this situation must have been for you, especially while traveling with your young son and elderly mother during such a difficult time. It is truly disheartening to hear about the lack of support and understanding you received from our staff. We strive to provide compassionate and helpful service, particularly in situations like yours, and I am sorry that we fell short of that standard. Your experience is not reflective of the level of care we aim to provide to our customers. I understand the frustration of having your return flight canceled without notice, and I regret that you were not offered suitable alternatives. The added stress of traveling under these circumstances, compounded by the challenges of caring for your family, is something we take very seriously. I also want to address the issues you faced regarding baggage fees and the necessity of purchasing essential items at inflated prices. This is not the experience we want for our customers, and I apologize for the inconvenience it caused.
  
  I would like to address your issues with baggage fees, please be advised, active ************* personnel and their accompanying spouse and children, when presenting either a valid/unexpired Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the ************* Identification Card with an active duty, reserve, guard, or academy affiliation, receive, for all types of tickets, free of charge, however, please be advised they must travel on the reservation to receive the mentioned benefits:
  
  -One free personal item 
  -One free carry-on bag 
  -Two free checked bags, with oversize and overweight baggage fees waived for the two free checked bags
  
  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: ************************************************************************************;
  
  While we understand this has not been the expected travel experience, we have at this time issued a $XXX voucher per passenger which will cover the complete fare of a new flight for future travel, find the information for the vouchers below:
  
  XXX
  
  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:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 19, 2025 I flew on Frontier Airlines from *********, ** to *******, ********. The sole purpose of this travel was for my son's hockey tournament. When we arrived in ******* my son's hockey stick did not arrive. The baggage agent instructed me to purchase a new one, save and submit the receipt, and assured me I would be reimbursed. I also missed the team transportation and meal while dealing with the lost baggage. On or around March 1st I was offered compensation in the amount of $147.86 for my airport transfer and meal but the airline refused to compensate me for the hockey stick. I respectfully requested to be reimbursed entirely and refused to accept the $147.86. Now the customer service department refuses to acknowledge my claim. I have not received anything.Please look into this matter. Thanks!

  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 to us and sharing your experience regarding your recent flight with Frontier Airlines. I want to sincerely apologize for the inconvenience and frustration you faced during your travel from ********* to *******, especially given the importance of the trip for your son's hockey tournament. I understand how distressing it must have been to arrive in ******* only to find that your son's hockey stick did not arrive with your baggage. I am truly sorry for the lack of communication and support you have experienced from our customer service department. This is not the level of service we strive to provide, and I appreciate you bringing this to our attention. Your feedback is invaluable.
  
  I would like to clarify that, as outlined in our Contract of Carriage, we do not assume responsibility for expenses related to sporting goods unless they are rented. You can find a comprehensive list of items that are not eligible for reimbursement under the "Claim Limits and Procedures" section A, "Limitations of Liability," on our website at Low Fares Done Right | Frontier Airlines (***************************) in the legal section. Regarding the "Pure Hockey" receipt, since it is a purchase receipt rather than a rental receipt, we are unable to cover the full amount, and only the approximate rental value of the item can be reimbursed. For further details, you can visit the following link: ******************************************************************* 16. Claim Limits and Procedures. A. 1)
  
  Please note based on the provided information, would like to submit a request for an instant payment of $XXX , which will be sent to the email address you provided (XXX). To receive your reimbursement, you will receive a separate message with a link. You will need to use your phone number (XXX) to access it, and then you can enter the credit card information where you would like the funds deposited. Please reply to this email with your confirmation so we can proceed with your instant payout. This is the maximum amount to be covered.
  
  Please do let us know if you wish to proceed.
  
  Please be advised you will only be reimbursed for items that were strictly necessary during the time your baggage was delayed. Some items were not covered because they fall outside our responsibility according to our Contract of Carriage (COC), such as food, hotel accommodations, transportation, entertainment services (like car rentals), toys, sports equipment (unless rented), electronic devices and accessories, luxury items, jewelry, sunglasses, bags, and medication, among others. Additionally, some items may be considered non-essential or intended for future use, which limits our ability to provide full reimbursement.
  
  Once again, I apologize for the inconvenience and disappointment you have experienced. Your satisfaction is important to us, and we are committed to resolving this issue for you. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/07/2025

  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 am writing to file a complaint against Frontier Airlines regarding the cancellation of Flight #**** scheduled on April 2, 2025, from ******* (***) to ************* (SFO). At the time of cancellation, Delta's flight to ************* departed without issue, clearly indicating that weather was not a general operational concern affecting all airlines. The crew initially informed us that the cancellation happened because the flight had been delayed so much that it was deemed too late to depart. The crew also informed us that we were entitled to receive hotel accommodations for the night and our flights would be refunded or rebooked.However, we departed and spoke to customer service who claimed the cancellation was due to uncontrollable weather and so the only options were a refund or a rebookingwith the next available itinerary involving an 11-hour layover in *******, which was completely unreasonable. The cancellation was due to Frontiers internal mismanagement, other flights to the same destination were not affected, I did not voluntarily cancel and the rebooking option provided was unreasonable. As such, I am requesting a full refund in accordance with DOT consumer protection guidelines.

  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 to us regarding your experience with X** I sincerely apologize for the inconvenience and frustration you encountered due to the cancellation of your flight from X** I understand how disappointing it must have been to have your travel plans disrupted, especially when other airlines were operating flights to your destination without issue. It is our goal to provide clear and accurate information, and I regret that the communication you received from our crew and customer service did not meet your expectations. Your feedback regarding the reasons for the cancellation and the rebooking options provided is invaluable, and I assure you that we will review this internally to ensure better service in the future.
  
  Upon taking a look and further verifying, please be advised we show your flight was cancelled for uncontrollable weather reasons. I am sorry to hear that your flight was cancelled, we recognize that traveling can be stressful and that unexpected cancellations are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. 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 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 must advise flown and completed travel cannot be refunded. 
  
  Once again, I apologize for the inconvenience you experienced and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you for your patience.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23173969
  
  I am rejecting this response because:  understand that perhaps hotel accommodation would not be provided by Frontier but the flights we had were both delayed that day and combined they were delayed over 3 hours. As per your policy "Meal or meal cash/voucher when flight delay results in passenger waiting 3 hours or more" should have been offered but this was not provided. Please advise.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/30/2025

  Dear ******,
  
  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 reply and for reaching Frontier Airlines Customer Relations, I will surely continue assisting.
  
  Upon taking a look and further verifying, we have confirmed a voucher for the amount of $XXX has been issued per passenger plus a $XXX voucher per passenger and can confirm these were accepted on ***, we must maximum compensation has been issued based on your experienced flight issue.
  
  Thank you for your understanding.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************