Business Profile

Airlines

Frontier Airlines, Inc.

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Complaints

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

Customer Complaints Summary

6,430 total complaints in the last 3 years.
1,561 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 6, 2025, I was scheduled to fly with Frontier Airlines from ******* to ******* with a connection in *******. I also had a return flight booked for April 8, 2025, from ******* back to ******* with a connection in ********Due to weather conditions, both segments of my April 6 flight were cancelled. At that time, I requested a full refund for the entire round-trip itinerary (both the outbound April 6 flights and the return April 8 flights). The Frontier Airlines representative I spoke with confirmed that I would receive a complete refund for both the outbound and return portions of my trip.However, to date, Frontier Airlines has only refunded the April 6 flight segments and has not processed the refund for my April 8 return flight. Despite the representative's assurance that the entire round-trip would be refunded, Frontier has failed to complete the promised refund.I am requesting that Frontier Airlines immediately process the refund for my April 8 return flight as previously agreed. This failure to honor their commitment has caused me considerable inconvenience and financial hardship.Transaction details:- Booking date: March 7, 2025- Amount paid: ******- Confirmation number: OY5QRY- Date of cancellation: April 6, 2025- Date of partial refund received: April 10, 2025I have attempted to resolve this issue directly with Frontier Airlines but have not received a satisfactory resolution. I look forward to your assistance in this matter.
Business Response
Date: 04/21/2025
Dear Yi,

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

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

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

Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

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

Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
Valid for the full fare of your booking including optional services, fees and taxes.
Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
Not transferable and may only be redeemed in the passengers name to whom it was issued.
o Note: The name on the new reservation must match the old reservation.
Available for one-time use, with no remaining value after redemption.
Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.

To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************

Thank you for your understanding.

Kindly,

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

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

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

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

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

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

If you choose your option as a refund, Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

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

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

Thank you for your understanding.

Kindly,

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

Better Business Bureau:

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

Sincerely,

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

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

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

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

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

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

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

Regards,

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

Better Business Bureau:

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

Sincerely,

******* **********
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I booked my flight with frontier and it was a round trip and I paid 280$ for those flights with no checked bags leaving ******* to ********* on Thursday April 10th I made it to ********* now I was supposed to leave ********* to ******* on Monday April 14th with connection in ********i left ********* as scheduled the flight leaving ********* had a delay it did not leave at the time scheduled because a passenger did not have a seat in the flight and the flight was supposed to leave at 12pm it left at 12:40 pm and we arrived at 2:35pm or so in ******* and my other flight had a gate that was closing at 2:54pm I asked all the flight attendants the agents on board to help me they just said to run that they cant help me I called the company to rebook my flight and they are telling me that not only the next flight is going to at 10pm they not going to refund my money or give me any money to eat mind you its 3pm but now they saying that they can not rebook the flight for me because the flight arrived in a 40mims bracket which is a lie a huge lie even so I want all my money back because not only I will be missing my exams and works but this is just unacceptable a company that can not communicate with the agents on the ground from what they told me and I think that is even a lie. I just finished on the phone with them they said they are not able to rebook my flight so I want a whole refund
Business Response
Date: 04/16/2025
Dear *******,

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

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

I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a delay.

We have requested a refund for your non boarded flight. As soon as the refund is completed, we will let you know via email. I know the importance and urgency on getting your refund and I can assure you we're working hard to complete this for you.

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

Thank you for your understanding.

Kindly,

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

Complaint: 23202968

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

Sincerely,

******* Tchounkeu
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
**********************

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