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:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation Code: PCF8HC Complaint:I am writing to formally file a complaint against Frontier Airlines regarding a significant and inconvenient change to my upcoming travel itinerary. I originally booked a direct flight (Flight #****) from ************ (PHL) to *********** (LAX) on Monday, July 21, 2025, departing at 5:35 PM and arriving at 8:16 PM.Without my consent, Frontier changed this to a much earlier connecting flight, now departing PHL at 7:19 AM, with a layover in ********* (LAS) before continuing to ***, arriving at 12:08 PM. This rebooking is highly disruptive to my schedule and significantly different from the service I originally paid for.Despite reaching out to the airline, I have not been offered an adequate resolution. I am respectfully requesting that I be rebooked on a direct flight, even if it must be on Sunday, July 20th, as Frontier appears to have no direct options on Monday.I believe this situation is unfair, and I am asking Frontier to resolve this by either restoring my original itinerary or placing me on a direct flight on a day that works reasonably with my travel plans.Thank you for your attention to this matter.Sincerely,******** *********

  Business Response

  Date: 04/17/2025

  Hello ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond regarding the schedule change presented in the first leg of your round trip from ************ to *********** on July 21, 2025, changed from ************ to *********** with a connection in ********* on July 21, 2025, and then changed for a non-stop flight from ************ to *********** on July 20, 2025, and from *********** to ************ on July 30, 2025. I comprehend that you mentioned that the new itinerary didn't work for you. 
  
  I'm more than happy to address your concern today. You have come to the right place. We know changes to your plans can be unexpected, and although schedule changes are an industry practice, here at Frontier Airlines, we make every effort to minimize these changes.
  
  A schedule change is a planned change that occurs prior to departure. Frontier Airlines may make some adjustments to accommodate changes to aircraft or routes. Schedule changes occur for many reasons, including changes in market demands, weather patterns, government approvals, and allocation of aircraft. These adjustments can include one or more of the following:
  
  -Changes to flight departure or arrival time
  -Changes in frequency of flights
  -Addition or discontinuation of routes
  -Changes to type of aircraft
  
  For additional information related schedule changes please check:
  
  ***************************************************************************************       
  
  ***************************************************************************;
  
  When a reservation or a flight is affected by a schedule change of more than three hours, we recommend to our customers to check the options provided for re-accommodation on the self-service portal. You can find the link to access it on the email that the airline sends to the passenger in order for the customer to review the options. The portal shows the flights available to rebook or cancel; you can receive a travel credit or a refund or leave the reservation as is. If you want to accept any of the previous options, please reply with the confirmation. Taking into account the previous information, we must respectfully inform you that we do not offer accommodations or compensations for schedule changes. However, I do notice that all the passengers in the reservation received a $50 voucher as a customer service gesture for the overall experience, with an expiration date of July 9, 2025. Vouchers cover taxes, fees, or optional services (e.g., seats, bags). I would like to provide all the details below: 
  
  ******** ********* - XXXXXXXXXXXXXXXX- $XX
  
  **** ********* - XXXXXXXXXXXXXXXX- $XX
  
  ****** ***** ******* ******* - XXXXXXXXXXXXXXXX- $XX
  
  ***** ********* - XXXXXXXXXXXXXXXX- $XX
  
  *** ********* - XXXXXXXXXXXXXXXX- $XX
  
  ****** ********* - XXXXXXXXXXXXXXXX- $XX
  
  ****** ********* - XXXXXXXXXXXXXXXX- $XX
  
  We always inform the passengers about the changes with enough time prior to the departure in order to prevent inconveniences and to give time to verify if the new itinerary works.
  
  Please keep in mind that check-in is available 24 hours before your flight through our website and mobile app. To ensure you and your bags are checked in on time, please arrive at the airport at least two to three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight.
  
  Please note that starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID or another acceptable form of identification, such as a passport, to board domestic flights.
  
  If you've booked your flight more than 7 days in advance, you can cancel your ticket for a full refund (with no cancellation fee!) within 24 hours of purchase. For bookings made within 7 days of travel, we will hold the value of your canceled ticket (minus any non-refundable charges or fees) as a credit valid for one year.
  
  Thank you for flying, contacting us and for your loyalty. We appreciate your attention in this matter and we will be waiting for your response.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding a recent flight disruption with Frontier Airlines, which caused me to miss my connecting flight and incur $700 in additional costs. The delay on my connecting flight and the early departure of the subsequent flight left me frustrated, inconvenienced, and financially burdened. Frontier Airlines offered me $150 in flight credit, but this does not adequately compensate for the issues caused by their operational failures. Since the delays were within Frontier's control, I am requesting fair compensation for the additional expenses I incurred. I respectfully request the ****************************'s assistance in resolving this matter. Please contact me if further details are needed.

  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 delay that led to your misconnection on your flight from ******* to *****************. I understand how frustrating and inconvenient it must have been to incur additional costs as a result of this situation. While I recognize that you were offered a $XXXX voucher, I understand that this may not have felt like adequate compensation for the difficulties you experienced. Your concerns are completely valid, and I appreciate you bringing this to my attention.
  
  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.  
  
  ****************** 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: ************************************************************************************;
  
  After review, it appears you have submitted a chargeback request with your bank which cancels your refund/compensation 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 after the 90-day period. 
   
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23184827
  
  I am rejecting this response because I have not gotten any satifying results from my bank.
  
  Sincerely,
  
  ******* *******

   

   

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked 2 one way tickets for myself and fiance on 1/11/25. At that time I paid $98 for 2 Economy Bundles which include a carry on bag each. Upon arriving at gate for our flight on 4/7/25 we heard several announcements that there was a weight and balance issue and they needed 6 volunteers to check their bags instead of carrying on. When 6 people did not volunteer they picked names at random mandating we check our bags or would be bumped from the flight. I purposely purchased carry on because I had an appointment shortly after landing and didn't have time to wait at the baggage claim. Ended up waiting for an hour at the baggage claim and missed my appointment. I requested a refund since I didn't get to carry on my bags and was denied by customer service. If they can only handle so many carry on bags then why do they sell more than the limit?

  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 faced regarding your recent travel experience due to the handling of your carry on. t is truly unfortunate that you encountered a situation where you were required to check your bags, especially after purchasing the Economy Bundles that included carry-on bags. I can understand how frustrating it must have been to miss your appointment as you needed to wait for your bag. 
  
  I understand that you're expecting to receive a refund of your bundle, however, we must inform that optional services such as bundles are non refundable as per terms and conditions. Your comments in regards the handling of carry on bags has been sent to our team. 
  
  While we cannot provide a refund, 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.
  
  Voucher #XXXXXXXXXXXXXXXX- ******* ******* - Expiry Date: July 14, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX- *********** ******* - Expiry Date: July 14, 2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  We truly value your feedback and hope that you'll consider giving us another chance to provide you with a better experience in the future.
   
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Dear ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for taking the time to share your experience with us regarding your recent travel with Frontier Airlines. I want to sincerely apologize for the distress and inconvenience you faced during your journey from ******* to ******* and back. I understand how frustrating it must have been to arrive at the airport only to be refused service at the ticket counter, especially with three young children in tow. The situation you described, including the multiple boarding attempts and the lack of communication regarding delays, is certainly not reflective of the service we strive to provide. I can only imagine how exhausting and confusing this experience was for you and your family, and I am truly sorry for the impact it had on your travel plans. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback.
  
  I want to assure you that Frontier Airlines remains committed to adhering to the regulations set forth by the **************************** (***) concerning refunds. The guidelines stipulate that if an airline cancels a scheduled flight, it is the airline's responsibility to provide a timely refund upon the customer's request. However, I regret to inform you that, in your case, your reservation does not qualify for a refund or credit, as the flight in question was completed without any incidents.
  
  I understand that this may be disappointing news, and I want to emphasize that we value your business and strive to provide a positive travel experience for all our customers. To help ensure a smooth journey in the future, I would like to remind you of our recommended airport timeline:
  
  60 minutes before the flight: Flight and bag check-in closes.
  30 minutes to departure: Boarding begins.
  20 minutes to departure: Final boarding call.
  
  Please note that the aircraft doors will close 20 minutes prior to the scheduled departure time. It is crucial for passengers to adhere to these timelines to avoid any complications with their travel plans.
  
  Additionally, our Contract of Carriage outlines the following regarding check-in and boarding: "Failure to Check In or Appear - If a passenger fails to check in for their flight within the required times or does not appear for boarding within the specified timeframe, the ticket will be considered a No-Show Cancellation and will be canceled."
  
  We understand this has not been the expected experience, as a one time customer gesture, we have issued a $XXX voucher per passenger valid for 90 days. Find the information for the vouchers below:
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date. Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date. 
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: *********************************************************************************;
  
  We appreciate your understanding of these policies, which are in place to ensure the safety and efficiency of our operations. If you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help and want to ensure that your future travel experiences with us are as enjoyable as possible.
  
  Thank you for choosing Frontier Airlines.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Dear ******* ,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I hope this message finds you well. I want to sincerely apologize for the inconvenience you experienced regarding the charge for your carry-on bag during your recent flight from ****** to *****. I understand how frustrating it must be to see others not being charged while you were, especially when you believed your bag should have been permitted for free. I appreciate you bringing this matter to my attention, your feedback is invaluable, and I want to assure you that I take your concerns seriously.
  
  It looks like you were charged an additional fare due to the size of the personal item, which is a $99.00 fee. We must advise that this fee do not qualify for a refund. You'll be
  able to see more information within our website on the following link **********************************************************. Please note that if you bring a personal item, which is included on your fare and this is larger than the allowed dimensions, it will be subject to an additional charge. Keep in mind that a personal item maximum size is 8''D x 18''W x 14''H including handles, wheels and straps. 
  
  We have issued a refund for the amount of $99.00 back to the **** ending in 1725 as a one time customer gesture. Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Dear ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for taking the time to share your experience regarding your recent flight, *** I appreciate your feedback, as it helps us understand the experiences of our passengers and identify areas for improvement. I understand that your journey was not as smooth as you had anticipated, particularly regarding the seating arrangements for you and your daughter. It is always our goal to ensure that families can sit together during their flights, and I can see how the situation you described would be frustrating. I will surelytake a look into your concern and assist further.
  
  While our boarding process is designed to maintain order and efficiency, I recognize that it can sometimes lead to misunderstandings, especially when it comes to seating assignments. When you initially requested for your daughter to move next to you, it was unfortunate that the attendant was unable to accommodate that request due to the boarding zone policy. I appreciate your understanding of the situation at that moment, and I commend you for your willingness to accept the attendant's explanation. However, I understand that the subsequent interactions with the crew were not handled in a manner that met your expectations. It is concerning to hear that an attendant reacted in a way that made you and your daughter feel uncomfortable. Our team is trained to handle such situations with professionalism and respect, and it is disappointing to learn that this was not your experience. The behavior you described, including the high-five celebration after you were escorted off the plane, is not representative of the service we aim to provide. I assure you that we take such matters seriously, and your feedback will be shared with our management team for further review.
  
  While refunds for flying with another airline cannot be provided, we do show a full refund has been issued for your reservation through Frontier for the amount of $XXX back to the *** ending in *** Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  We do also show a voucher per passenger has been issued for the inconvenience, find the information for the voucher below:
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here:
  ****************************************************************************
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Dear Milesia,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for bringing your concerns to our attention regarding the uplift loan initiated for your flight from *********** to *******. I understand that this situation has been frustrating for you, and I appreciate your patience as we work to address it. I want to clarify that we take reports of fraudulent activity very seriously. Its important to us that your concerns are thoroughly investigated. I understand that you received information indicating that the flight was voluntarily canceled and that you were provided with card details that do not match your records. This is certainly not the experience we want for our customers. I will surely continue assisting.
  
  Thank you for sharing your thoughts and concerns, upon taking a look, we must advise we show the original payment method on reservation X** is a X** card ending in X** The reservation has been canceled and a full refund has been issued to the mentioned card for the amount of $XXX on X** Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
  
  We must advise a refund will only be provided to the original payment method on the reservation, if you do nto recognize the mentioned card, we suggest reaching Uplift for further assistance.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

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

  Customer Answer

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

  Hello *****,
  
  Thank you for your reply in regards your reservation #OGT16Q. I will continue assisting you with your concern.
  
  Thank you for reaching out and sharing your experience regarding the cancellation of your Frontier flight. I sincerely apologize for the inconvenience and distress this situation has caused you both. It is understandable that having to incur unexpected expenses due to a flight cancellation can be incredibly frustrating.
  
  Our records indicate that your flight was cancelled due to operational reasons. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers.  
   
  We must inform that Frontier is not liable for expenses caused by a cancellation, delay or other disruptions. The Section 15 of our Contract of Carriage, which all passengers agree to at the time of purchase, states:
  
  "A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation"
  
  Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************  
  
  Our **************** Plan states that if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. I can confirm that you were provided a refund for your flight for the amount of $XXXX was sent back to the card ending in XXXX and $XXXX back to the card ending in XXXX on March 31, 2025. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  While we are unable to provide a reimbursement on your expenses, as one time exception, I see that you were sent a $XXXX voucher per passenger by the airport staff. However, in our effort to regain your trust and encourage you to give us another opportunity, I have voided the previous vouchers and issued new ones for $XXXX as a one-time exception to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. 
  
  Voucher #XXXXXXXXXXXXXXXX- ***** ***** - Expiry Date: July 14, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX-  ***** ***** - Expiry Date: July 14, 2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************   
  
  Thank you once again for your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/17/2025

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