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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

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:04/13/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/21/2025

  Hello Klim,
  

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

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

  Customer Answer

  Date: 04/24/2025

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

  Here is a requested information, so you can verify:

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

  
  
  
  Sincerely,
  
  
  
  Klim Gofman

  Business Response

  Date: 05/03/2025

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

  Customer Answer

  Date: 05/04/2025

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

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

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/15/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because:

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

  Veronica,
  

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

  Business Response

  Date: 05/22/2025

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

  Customer Answer

  Date: 05/24/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because:

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

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

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

  Please confirm that we are on the same page. 

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

  Business Response

  Date: 06/09/2025

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

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23198574
  
  
  
  I am rejecting this response because:

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

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

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Thank you for reaching out and sharing your concerns regarding the tourist tax charged on your tickets. I sincerely apologize for the frustration and inconvenience this situation has caused you and your wife. It is understandable to feel upset when expectations are not met, especially after your efforts to resolve the issue through calls and emails.
  
  Please be aware that tax refunds should be requested directly from the relevant ************** which in this case appears to be Visitax. You can find more information on their website at **************.
  
  Your feedback is valuable, and I will ensure it is shared with the appropriate team. 
  
  Remember that the check-in is available 24 hours before the flight through our website and mobile app. You will need to be in the airport at least two/three hours before your flight so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and 20 minutes before flight, boarding ends.
   
  I'm glad that you were able to choose your seats and bags. Please remember that you're also allowed one free personal item with maximum size is 8''D x 18''W x 14''H including handles, wheels and straps. Please remember that bag and seat fees are non-refundable once purchased. 
  
  Thank you for your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to sincerely apologize for the difficulties you have faced regarding your flight changes and the challenges you encountered while trying to resolve this issue. It is completely understandable to feel frustrated when you are unable to get the assistance you need, especially after multiple attempts to reach out.
  
  As general information, if you're unable to contact us via chat, remember that you can also reach us via social media, WhatsApp, and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************
  
  When changes occur for already planned flights, we provide our passengers a number of options, including alternatives for new scheduling possibilities or cancellation of your reserved tickets. A link to choose between a refund or rebooking was sent to your email , which I see that you accessed on April 13 and a refund was selected. 
  
  I can confirm you were provided with a full refund for $XXXX back to the card ending in XXXX on April 13. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
   
  Thank you again for your comments. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process.
  
  We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/13/2025

  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 April 13, I received two emails regarding my flight DFW to MCO F9 1482. At 12:06 AM, I was informed of a delay due to an inbound aircraft issue. At 12:28 AM, I was notified the flight was downgraded due to unforeseen operational issues, and volunteers were being sought to take a later flight. My flight was scheduled to board at 6:21 AM and depart at 7:14 AM. Since these emails were sent in the middle of the night, I did not see them until 3:00 AM as I prepared to leave for the airport. I contacted customer support via their texting option, receiving conflicting informationsome representatives said my flight was overbooked due to a smaller aircraft, while others stated it was delayed. Ultimately, I was told there was no delay and to arrive for the original boarding time. Upon arriving at the gate, I discovered my flight had indeed been delayed until 3:14 PM. **************** informed me I was eligible for a refund, but I would bear the cost of rebooking with another airline and any expenses incurred due to the delay. Frontier failed to offer compensation for accommodations, meals, or transportation, leaving me stranded without support. The lack of clear communication and assistance forced me to return my rental vehicle and check out of my hotel unnecessarily, only to wait at the airport for over eight hours. This disregard for passenger needs is unacceptable, and the vague explanation of "unforeseen operational issues" does not absolve Frontier of responsibility. After hours of contacting customer support, I remain uncertain whether I will secure a seat on the delayed flight. Frontier Airlines must implement policies to provide adequate support for passengers impacted by delays, including cash compensation for meals, accommodations, and transportation. They provided a single $10 food voucher. That is not sufficient for any one meal in an airport. Sincerely, ********* ******* cc: ***** ********** ************ Affected Companion Passenger

  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.
   
  Im sorry to hear that your flight from ****** to ******* was impacted by a delay, resulting in unexpected expenses that disrupted your plans. I understand that you were initially informed about a downgrade and a delay, which understandably caused confusion as you prepared for your flight, especially when you were later told it was on time. Upon arriving at the airport, you were then informed of the delay, and no accommodation compensation was provided. This situation forced you to return your rental vehicle and check out of your hotel, leaving you to wait longer for your flight. Additionally, we recognize that the $10 meal voucher was insufficient to address your needs during this time.
  
  Our records indicate that your flight was delayed 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.  
  
  I would like to clarify that meal vouchers are provided in the amounts of $XX for breakfast and lunch, and $XX for dinner as maximum amount. These vouchers are intended to assist you with your meal expenses, but they are not designed to cover the full cost. I appreciate your feedback and your concerns will be sent to your team. 
  
  I see that your flight from ****** to ******* was boarded successfully. 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. Since both flights have been boarded, a refund cannot be provided. 
  
  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 cannot provide a refund, I see that you were sent a $XXXX voucher by our **************** team. 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.
  
  Voucher #********* ******* - XXXXXXXXXXXXXXXX - Expiry Date: July 13, 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: *********************************************************************************;
  
  In regards to your companion's ticket. Please confirm her reservation code so that we can locate her information and as well provide a voucher due to the delay on the flight. 
  
  Although we realize this is not the answer you were hoping for, we appreciate your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, this resolution is not satisfactory however I am working with customer service through direct support. 
  

  My latest response is copied for you below:

  I appreciate your prompt response to my issues experienced with Frontier flying out of ***************** on April 13th.
  I understand fully that delays can occur due to various operational challenges. My husband is a pilot, and we have been traveling for many years both domestically and internationally. This is not the first time I have faced a significant delay. However, my greatest frustration stemmed from the inconsistent communication and support provided by Frontier.
  Given the industry standard for travel voucher validity is typically 12 to 24 months, I kindly request that my $300 voucher be extended to 12 months. This extension would allow me adequate time to plan and utilize the voucher effectively.
  Additionally, I would like to request that the same courtesy be extended to my travel companion, ***** ********** (KB2BRV), who was equally affected by the delay.
  Thank you for your understanding and cooperation in this matter.
  Sincerely,
  ********* *******
  

  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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 have been trying to reach out for Frontier **************** and the current process has you in some kind of a holding pattern. I have tried various ways and different numbers and still can not reach anyone in ****************.

  Business Response

  Date: 04/16/2025

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to sincerely apologize for the difficulties you have faced in trying to reach our ***************** I understand how frustrating it can be to feel stuck in a holding pattern, especially when you are seeking assistance. 
  
  We currently only have a phone line for passengers that will travel within 24 hours or have completed their flight within 24 hours and for Elite Members: ************. Additionally, customers can reach us via social media, ********, and email. More information regarding our customer support options is available on our website here: *********************************************************
  
  It looks that we did not received enough information to assist you. To give you the best help possible, could you please provide me with further explanation regarding your issue? I'd be more than happy to investigate. 
  
  I'll keep an eye to your reply. 
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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.

  Worst customer service ever!!! I received a promo code for a free checked bag but the site wouldnt accept it! I called customer service and spoke with a rude *** and supervisor name ******** who was very condescending! When I advised I would be filing a complaint she ***lied ok youre very welcome this is unacceptable customer service!!

  Business Response

  Date: 04/16/2025

  Hello Vikeya,
  
  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 negative experience you encountered with our customer service when you requested for assistance with the promo code FREEBAG. It is truly disheartening to hear about the issues you faced, especially regarding the promo code for your checked bag and the interaction with our representative ********. Your feedback is invaluable, and I appreciate you bringing this to my attention.
  
  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 with our leadership team. 
  
  With the information provided on your BBB complaint, I was only able to find a reservation #XXXXXX under the name of Kaleyah ****** which was made on March 19 from ********* to *******, travel date March 20. If this is the reservation you were referring to, I can see that it was made through a third party agency, ***********. Note that as per terms and conditions of the promotion it was only applicable when purchasing from *************************** or the Frontier mobile app. This is why the promotion was not applied, therefore, we are unable to fulfill your request for a refund on the checked bag. 
  
  These past terms and conditions can be seen here: ****************************************************************************************************************************************************;
  
  Thank you for your patience and understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a family emergency and was in a state of distraught. I booked a trip less than 24 hours ago and unable to cancel to receive the full refund according to DOT. I have time stamps and evidence to prove it was within the 24 hour window as well as 7 days out. I tried to talk over the phone and in person with an agent but issue unable to be resolved. I would just like my refund according to the Frontier policy and the Dot

  Business Response

  Date: 04/16/2025

  Hello Diamond,
  
  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 distress you have experienced regarding your recent booking and the challenges you faced in trying to resolve this matter. I understand how difficult it must have been for you, especially during a family emergency.
  
  As general information, we must inform that as per our policies, a full refund applies if a cancellation is made within 24 hours of purchase and 7 days or more prior departure. It seems that your flight was less than 7 days when the booking was made, since it was purchased on April 10 and the travel date was April 13. Visit our policies here: ********************************************************************************;
  
  On the other hand, we must inform that Frontier Airlines allows you to submit the necessary documentation for emergency situations, special those that are medical, in order to request a full travel credit for your cancellation. If approved, this credit will be valid for one year from the date of issuance. To proceed, please provide a doctor's note in PDF format that includes the following: 
  
  -The note must be on the physician's or hospital's letterhead and signed and dated by a doctor or nurse.
  -It should clearly state that you are unable to travel on your original flight dates.
  -If applicable, it should mention your relationship to the passenger.
  -Additionally, the note must confirm that you are unable to travel for the validity of the ticket (90 days).
  
  Must have:
   - Official seal
  - Letterhead
  - Doctor or nurse signature and full name
  - PDF format
  - We accept images in JPG format.
  - We do not accept electronic signatures. 
  
  If you have the documentaiton you can attach it on your reply. 
  
  If this was not a medical emergency, please provide us further detail about the reason of your cancellation so that we can explore other options. 
  
  I'll keep an eye to your reply. 
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 05/28/2025

  Frontier was supposed to refund a payment due to a family medical emergency. They received info but never responded suggested I reach out to BBB

  Business Response

  Date: 06/10/2025

  Hello Diamond,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns regarding your flight X** from ****** to **********
  
  I'd like to offer you our most deepest and sincere wishes, hoping you and you are family are doing great during this emergency. I am sorry to know about your situation and the fact that you were unable to get your funds back.
  
  I understand how important your request is, however, after checking your reservation we have confirm an active chargeback and while this dispute is still active, we are unable to assist you. Please allow ** days from X** Once this is settle you will be notify by your financial institution about the result.
  
  I hope you get this resolve and if you have any other question besides this matter, do not hesitate and contact us back.
  
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist

  Customer Answer

  Date: 06/17/2025

  I havent heard back from the company. They said to reach out once case was closed with the financial institution. That has been closed the issue I need resolved is their policy states that due to medical emergency, I am able ti receive a travel credit or refund for the ticket bought. This was back in march and havent received a credit nor a direct response from a company representative. 
  Please assist me in this matter. 
  

  
  

• Initial Complaint

  Date:04/11/2025

  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 am writing to formally file a complaint against Frontier Airlines regarding an unjust $100 baggage surcharge and a subsequent denied refund request.On April 1, 2025, I was charged a $100 surcharge via the Frontier app for a single checked bag that weighed only 40 pounds. This fee was applied even though it did not exceed the standard weight limit, and I did not check the box for extra weight needed. Upon noticing the surcharge right after purchase, I attempted to modify or cancel the charge within the app, well within the 24-hour window. However, the app would not allow me to make any changes or corrections to the baggage fee.When I arrived at the airport, I informed the baggage counter representative of the issue. She acknowledged the situation but stated she could not take any action and directed me to submit a refund request online. She provided me with the appropriate card containing instructions, and I submitted a refund request immediately after checking in.Despite following the proper protocol, my refund request was denied with the reasoning that "there is no airport report to support your request." This is simply not true I reported the incident at the airport and submitted a request through the channel Frontier themselves directed me to. It is incredibly frustrating to be charged a premium for baggage that did not exceed limits, especially when the app failed to provide options to amend the mistake.I am requesting a full refund of the $100 baggage surcharge. I believe this charge was issued in error, and I made a good faith effort to rectify it promptly. Frontiers failure to address or investigate my valid concern is unacceptable and reflects poor customer service and unfair business practices - charging me for a level of service that wasn't rendered.

  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 troubles you have faced regarding the baggage surcharge and the subsequent denial of your refund request on your recent flight from April 1 from ******* to *******. I understand that you had with you a checked for of 40 pounds, but the fee was applied even though you were within the required weight limit. When you noticed the charge, you tried to cancel it after it was purchased to correct the fee. You then arrived at the airport, but you were directed to send a refund form, which you did, but the request was denied by our team. I recognize how frustrating it must be to deal with such an issue, especially when you made every effort to rectify it promptly.
  
  I reviewed your reservation and while we do not have notes from the airport staff, I can confirm you requested a refund the day of your flight, therefore, I have made a one time exception to provide a refund of the $XXXX charge back to your card ending in XXXX. 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.
  
  Remember that on the website, you will be given the option to add a checked bag of 40lbs and if you think your bag will be over 40 pounds, you can choose between ***** lbs for $75.00 extra or 51-100lbs for $100 extra. These fees are non refundable once purchased. See terms and conditions here: **********************************************************
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/11/2025

  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.

  To frontier airlines I ***** ******* has sent emails and documents to the company and other departments of frontier airlines and havent received anything back or any response from the company.I got charged for my flight twice and an amount that is ridiculous and requesting a refund for the entire flight ********* this time , Im not going to write a full explanation of my experience with this airline because I wont waste my time again for the 5th time .Please help me resolve this issue, please let me know what the status is because I really dont want to take this issue to a higher level.Below is my contact information and if there is anything else thats needed, let me know .Thank you , ***** ******* Name : ***** ******* Cell : ********** Email : ************************

  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 sincerely apologize for the difficulties you have faced regarding your refund request and the lack of communication. I understand how frustrating it must be to feel unheard after multiple attempts to resolve this issue. 
  
  As per your complaint, I understand that you were charged twice for your flight and you would like to know the status of your refund. 
  
  I was able to locate the reservation #XXXXXX, which was for a flight originally scheduled for January 1 from ******** to ***** with a connection is ********* and return on February 24 from ***** to ********, with a connection in *********. This itinerary was purchased for $XXXX on January 30, 2025. 
  
  It looks that on the same day, January 30, you changed your flights to direct, to travel instead from ******** to ***** on January 31 and return on February 23 from ***** to ********, those new flights were selected and based in our policies, change fees and fare differences were charged. Note that our policies indicate that flights with 6 Days or Less Prior to Departure (Including Same Day) are applicable for a $99 fee per direction, per passenger, as well fare differences. See these policies here: *************************************************************************
  
  The first change you made was for the outbound flight, which you were charged $XXXX ($XX fee plus $XX fare difference). The second change you made for the return flight, was $XXXX. The flight had less value with a difference of $XXXX, but that amount was applied towards the change fee ($XX), therefore, the total fee was $XXXX. 
  
  Those amounts were charged accordingly to our policies, therefore, a refund was not applicable. 
  
  Additionally, it looks that since you did not boarded the flights, they were tagged as no show. Our Contract of Carriage states: 
  "Frontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund to the original form of payment will be due and Frontier will have no further liability.
  
  Failure to Check In or Appear - The passenger fails to check-in for their flight within the required times or appear for boarding of that flight within the required times. (The ticket will be deemed to be a NoShow Cancellation and canceled.)"  
  
  While a refund is not applicable, as one time exception, we have issued a voucher for the amount of your reservation, which is $XXXX. 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.
  
  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: ****************************************************************************   
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/10/2025

  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.

  I had purchased a Frontier Airlines ticket to a trip to ******* for the weekend of April 5-6. On the 6th where my flight was supposed to return, they had cancelled my flight without any description for why the flight was cancelled. On their phone application, they only offered me a refund option and no further alternative flights for that day. I required to reach my destination by Sunday and they had no further flights and no incentives of a flight change. They did not offer me housing/hotel stay if I had chosen a flight later in the week (while also missing work) and had to purchase a ticket with another airline to make it to my destination on that day. Plenty of other airlines offered flights for the remainder of the day. I had contacted Frontier for resolution/support and compensation, and they denied covering any costs for me to get home. They are still declining any further service besides refunding only the leg that was cancelled.

  Business Response

  Date: 04/16/2025

  Dear AT,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for sharing your feedback regarding your recent experience with Frontier Airlines. I understand that having your flight canceled unexpectedly can be incredibly frustrating, especially when you have important commitments to meet. I appreciate you bringing this to our attention. Its important for us to know how our customers are affected by these situations. I understand that you were looking for alternative flight options and support, and I regret that we were unable to meet your needs in this instance.
  
  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
  **********************

  Customer Answer

  Date: 04/25/2025

  My reservation confirmation code is: JCC4GP
  
  My Name is: **** ****
  

  
  

  Business Response

  Date: 05/06/2025

  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 reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you faced regarding your recent Frontier Airlines flight cancellation. I understand how important it is to reach your destination on time, especially when it involves personal commitments and work obligations. I will surely take a look and continue assisting further.
  
  I am sorry to hear that your flight was cancelled for uncontrollable weather reasons, 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 **** 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 understand this has not been the expected flight experience and do show a voucher has been issued for the inconvenience, find the information for the voucher below:
  
  Name **** Voucher **** Value $**** Exp ****
  
  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 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.
  Travel must be booked within **** 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 do also show a refund was issued for the non boarded flight for the amount of $**** back to the **** ending in **** on ****. Please allow **** 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
  **********************