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.

close

Find a Location

Frontier Airlines, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

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:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for taking the time to share your experience with us. I want to sincerely apologize for the distress and difficulties you faced during your recent travel with Frontier Airlines. I can only imagine how challenging this situation must have been for you, especially while traveling with your young son and elderly mother during such a difficult time. It is truly disheartening to hear about the lack of support and understanding you received from our staff. We strive to provide compassionate and helpful service, particularly in situations like yours, and I am sorry that we fell short of that standard. Your experience is not reflective of the level of care we aim to provide to our customers. I understand the frustration of having your return flight canceled without notice, and I regret that you were not offered suitable alternatives. The added stress of traveling under these circumstances, compounded by the challenges of caring for your family, is something we take very seriously. I also want to address the issues you faced regarding baggage fees and the necessity of purchasing essential items at inflated prices. This is not the experience we want for our customers, and I apologize for the inconvenience it caused.
  
  I would like to address your issues with baggage fees, please be advised, active ************* personnel and their accompanying spouse and children, when presenting either a valid/unexpired Common Access Card (CAC) with a uniformed services or academy affiliation or an Armed Forces of the ************* Identification Card with an active duty, reserve, guard, or academy affiliation, receive, for all types of tickets, free of charge, however, please be advised they must travel on the reservation to receive the mentioned benefits:
  
  -One free personal item 
  -One free carry-on bag 
  -Two free checked bags, with oversize and overweight baggage fees waived for the two free checked bags
  
  We must inform that Frontier is not liable for expenses such as parking fees, hotel, etc. Our Contract of Carriage states:  A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation. Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: ************************************************************************************;
  
  While we understand this has not been the expected travel experience, we have at this time issued a $XXX voucher per passenger which will cover the complete fare of a new flight for future travel, find the information for the vouchers below:
  
  XXX
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date. Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
   
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: *********************************************************************************;
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for reaching out to us regarding your experience with X** I sincerely apologize for the inconvenience and frustration you encountered due to the cancellation of your flight from X** I understand how disappointing it must have been to have your travel plans disrupted, especially when other airlines were operating flights to your destination without issue. It is our goal to provide clear and accurate information, and I regret that the communication you received from our crew and customer service did not meet your expectations. Your feedback regarding the reasons for the cancellation and the rebooking options provided is invaluable, and I assure you that we will review this internally to ensure better service in the future.
  
  Upon taking a look and further verifying, please be advised we show your flight was cancelled for uncontrollable weather reasons. I am sorry to hear that your flight was cancelled, we recognize that traveling can be stressful and that unexpected cancellations are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a cancellation. 
  
  We must inform that Frontier is not liable for expenses such as parking fees, hotel, etc. Our Contract of Carriage states:  A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************. We must advise flown and completed travel cannot be refunded. 
  
  Once again, I apologize for the inconvenience you experienced and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you for your patience.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/21/2025

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

  Business Response

  Date: 04/30/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled to ****** on Flight 207 Date 01/25/2025, this was a package deal/ air and hotel I purchased the seat/baggage package for my two sisters. I paid for this package before we *********** sisters were charged again for their baggage. when we arrived at ********************************. When I returned home, I contacted Frontier Airline and explained the double charge for baggage. I was offered a $120.00 voucher, good for 90 days, I said I would not be traveling with a 90-day period. I wanted my money returned. I asked to have a superior look at this issue/ then I was offered a $150.00 voucher- again for the same time frame. I stated that I would not be traveling again during this 90- day period again. And I was told to contact Frontier Airlines when I traveled again to see if the voucher was still good. I don't want a voucher I want my money back. I did not pay for this service, nor did my sisters with vouchers. I want a refund.

  Business Response

  Date: 04/15/2025

  Dear *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you and your sisters faced regarding the baggage charges on your recent trip to ******. It is certainly not the experience we aim to provide our valued customers. I understand how disappointing it must be to deal with unexpected charges, especially after purchasing a package that included baggage. I also recognize that the vouchers offered do not meet your needs, and I apologize for any confusion or dissatisfaction this has caused. I will surely continue assisting.
  
  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
  
  We appreciate your cooperation and look forward to hearing back from you.  
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/07/2025

  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.

  My personal information and credit card was used by someone to make a purchase with Frontier and I saw the transaction on my statement. I called and report the incident to my credit card company and they canceled the old credit card and reissued a new card. According to my credit card company, the transaction was made December 18, 2024. I filed a claim against this fraudulant charge and I have not been able to get this issue resolved yet.

  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.
   
   I want to express my sincere apologies for the distress and inconvenience youve experienced due to the unauthorized use of your personal information and credit card with Frontier Airlines. I understand how alarming and frustrating this situation can be, and I appreciate your patience as we work to resolve it.
  
  I would like to inform you that the unauthorized charge of $XXXX on December 18, 2025, was for a Go Wild Pass with Frontier Airlines. We understand that you do not recognize this charge. Additionally, we would like to clarify that this service was purchased directly on our website using your Frontier Airlines account, as I noticed that you are already a Frontier Member under the reference number XXXXXXXXXX.
  
  In reviewing your reservation, I see you have filed a chargeback with your bank. Respectfully, once this happens, we cannot touch those funds. This dispute will be settled by our Accounting Team and your bank.
  
  Thank you for contacting us.
  
  Best regards,
  
  Customer Relation Specialist
  **********************

• Initial Complaint

  Date:04/07/2025

  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 Transaction: Saturday, March 1, 2025 Amount Paid: $293.96 Business Committed to Provide: Airline Transportation from *************, ********** to *******, ******* on March 30, 2025 at 11:52 PM (Pacific Time). Nature of dispute: Frontier Airlines failed to provide appropriate Airline Transportation from *************, ********** to *******, ******* due to CONTROLLABLE CIRCUMSTANCES. Flight F9 1448 was delayed for over twelve hours due to ************ Regulations" and "Maintenance Issues". These CONTROLLABLE CIRCUMSTANCES were confirmed via email and by a pilot on March 30, 2025 and April 1, 2025 respectively. Furthermore, Frontier Airlines refused to assist with providing subsequent flight information/details, rescheduling, etc. The actions taken by Frontier Airlines are explicitly prohibited by the ******************************************.

  Business Response

  Date: 04/16/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to us regarding your recent experience with Frontier Airlines. We sincerely apologize for the inconvenience and frustration you encountered during your travel plans from X** We are truly sorry for the impact this had on your travel schedule and the lack of assistance you received in rescheduling or obtaining further flight information. Your experience does not reflect the level of service we strive to provide. We take your feedback seriously, and we are committed to addressing these issues to ensure that they do not happen in the future.
  
  Upon taking a look your flight was uncontrollably delayed for Air Traffic Control reasons, I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a delay.
  
  We must advise your flight was boarded and completed. As a one time customer gesture, we have voided the existing $XXX voucher and issued a new one for $XXX, find the information for the voucher below:
  
  Voucher Code :XXX
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date. Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
   
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here:
  *********************************************************************************;
  
  If you have any further questions or require assistance, please do not hesitate to reach out to our customer service team. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the two attachments. Thank you, ********** *****

  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. Thank you for taking the time to share your experience with us regarding your recent flight with Frontier Airlines on March 26th, 2025, from ******* to *****. I want to express my sincerest apologies for the distressing situation you and your family encountered at the airport.
  
  I can only imagine how upsetting it must have been for you to face such treatment, especially while traveling with your loved ones during a difficult time. It is never our intention to cause any of our passengers' discomfort or embarrassment, and I am truly sorry that our employee's actions led to such an experience for you and your family.
  
  Your description of the events is concerning, and I want to assure you that we take these matters very seriously. We are committed to providing a respectful and professional environment for all our passengers, and it is clear that we fell short in this instance. I appreciate you bringing this to our attention, as it allows us to address the behavior and ensure that our staff is trained to handle situations with the utmost care and respect.
  
  I understand that this incident has caused ongoing stress for you and your family, and I want to assure you that we are reviewing the situation thoroughly. If you have any further details or documentation that you would like to share, please feel free to reach out to me directly. Regrettably, we are unable to share details of the investigation, the consequences applied to the offender or personal details of our station employees, such as names, ID's or contact information, as this information is internal and proprietary.
  
  Let me explain to you that, when we receive this type of complaints, we email our station Leadership, and they follow up on the matter internally. This is why I am very confident that our Station Leadership team will follow through this case and complete any and all actions, not only for this incident, but to prevent any other situations like this in the future.
  
  Looking at your confirmation code: XXXXXX confirmed all the passengers registered boarded the round trip and were offered $XXXX for the inconvenience. However, in an effort to make things right as a customer service gesture and one time exception, weve voided those vouchers and issued $XXXX per passenger for the inconvenience faced. 
  
  To redeem your vouchers, please visit ******************************* and go through the flight booking process. When you arrive at the payment screen, go to "Add Additional Payment." Click on the box that says "Frontier Voucher [+]" then enter any of the following voucher numbers:
  
  XXXXXXXXXXXXXXXX **** *****
  XXXXXXXXXXXXXXXX ***** *****
  XXXXXXXXXXXXXXXX ***** *****
  XXXXXXXXXXXXXXXX ***** *****
  
  These vouchers must be redeemed before 07/15/2026, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  Its not redeemable for cash.
  It must be booked within 90 days from date of issue.
  Note: There are no restrictions on travel date.
  Its one-time use, meaning there will be no remaining value after redemption.
  It may not cover the entire value of the purchase but can cover seat selection, baggage, etc. Any remaining balance due must be paid by the customer.
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
  The name on the new reservation must match the old reservation exactly.
  
  Once again, I apologize for the distress you experienced and appreciate your understanding as we work to improve our services. Thank you for your patience, and I hope we can restore your faith in Frontier Airlines.
   
  Kindly, 
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/07/2025

  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 was scheduled on flight 2510 departing from ******* to ***. When boarding the plane with my mother, we noticed that we were in the same zone for seating but different rows. My mother and I have documented severe anxiety disorder and were under the impression that we would be seated together, since we booked together and sat together on the ride to ******* (Spirit Airlines). Once we noticed that the seat next to my mother was available (plane was getting ready to take off), my mom asked one flight attendant (Attendant A) if I could sit next to her and explained her anxiety. The lady commences to yell to the back of the plane She has anxiety, so we are trying to move her. Although this attendant was trying to be helpful, Flight Attendant C approached me after I mentioned that both of our tickets say Zone 1 and yelled I told you NO, where is your assigned seat? I told her my seat was in Row 27 and moved back without any argument. I told her that all I was asking for was consistency as they had allowed another passenger to change her seat. Walking to my seat, I heard her tell Flight Attendant D Oh they getting the f*** off this plane! Flight Attendant D walked towards myself and Flight Attendant C and said I was coming up because I saw there was an issue. After I continued returning to my seat, with no remark, Flight Attendant A mentioned clear for departure and Flight Attendant C yells out OH NO WE NOT. 5 minutes later, a lady walked on the plane and asked me to come with her. I went with her without any hesitation and, when I got to the front, she mentioned that we werent allowed back on the plane. My mother and I explained the confusion and noted that Flight Attendant C was nasty to quite a few passengers before us. The lady that escorted us off said that this happens often with the power trip that some flight attendants make and she is sorry this happened to us. As we exited the plane, Attendant C and D high-fived each other in front of us.

  Business Response

  Date: 04/16/2025

  Hello Michauna,
  
  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 difficult experience you and your mother encountered when trying to board your flight from ******* to *********. Its truly unfortunate that you faced such a challenging situation, especially considering your documented anxiety distress. I can only imagine how unsettling it must have been to feel unsupported and to witness the behavior of the flight attendants. Your comfort and well-being are important to us, and I appreciate you bringing this to our attention.
  
  I have reviewed and I see that you were able to speak with a team member and as discussed, you were provided a refund in the amount of $XXXX back to the card ending in XXXX on April 15. 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.
  
  I see that as exception, you were sent a $XX voucher per passenger, however, in our effort to regain your trust and encourage you to give us another opportunity, I have voided those vouchers and as a one-time exception, I have instead issued a $XXXX voucher 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 07/13/2025
  Voucher #XXXXXXXXXXXXXXXX- Michauna ********* - Expiry date 07/13/2025
  
  These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  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: ****************************************************************************
  
  Your experience matters greatly, and I want to ensure that your voice is heard. 
  
  Thank you for your patience and understanding during this time.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/06/2025

  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 Whom It May Concern, We booked a Frontier flight for Sunday, March 23, 2025 (flight #**** and return flight #****) out of ***** to *******. After being delayed, the plane ended up being cancelled. Frontier offered us a flight that left on Tuesday (2 days later) and included a 17 hour layover. We already had accommodations booked in ******, so we decided to book a Southwest flight that left Monday (one day later) and was nonstop. We have two children ages 1 and 3, so a 17 hour layover and spending two nights in a hotel wasnt an option for us. The ticketer at the counter promised us accommodations for the night due to the cancellation. She took our name, email, and confirmation number and told us to wait for an email from Frontier and the email would tell us which hotel had been booked for us in *******. After waiting two hours, an email never came. We asked the same Frontier employee when we could expect the email and she referred us to the Team Lead. He said that our hotel would not be compensated after all. Upon requesting a refund for our cancelled flight, we wrote explicit instructions that we still want our return flight home. However, the night before our flight, we tried checking in and realized Frontier ended up refunding our return flight home also, even after explicitly saying not to. So we then had to book a last minute airline ticket to get home. Our frontier tickets originally cost us $953.88. In the end, we spent $2,690, almost three times as much as we had planned on spending. We are requesting compensation for the additional cost of the airplane tickets ($1,736) and our hotel stay in ******* ($100). Sincerely,**** ******* and ***** ********

  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 *******, scheduled for March 23, was delayed and ultimately cancelled. I understand that the rebooking option offered two days later was not suitable for you, especially since you had already made accommodations in ******. Given that you were traveling with your children, I can see why you chose to book with another airline. Additionally, I understand that no hotel accommodation was provided despite assurances made at the counter. We recognize your request for reimbursement for your expenses, and we are here to assist you with that.
  
  I see that you contacted us on another incident #INC-XXXXXXXXXXXXXXXX on which you were offered a reimbursement for your hotel stay for a maximum amount of $XXXX and as well, you were given $XXXXvoucher per passenger as one time exception. 
  
  I can confirm that a reimbursement for in the amount of $XXXX was requested. Note that processing takes approximately 3-5 weeks and is mailed. 
  
  Note that your vouchers for $XXXX are available until June 20, 2025.  I'll share with you the terms and conditions that were sent along with the voucher number:
  
  Voucher XXXXXXXXXXXXXXXX; Passenger Name : **** *******; Value : XXXX; Expiry Date : 6/20/2025
  Voucher XXXXXXXXXXXXXXXX; Passenger Name : ***** ********; Value : XXXX; Expiry Date : 6/20/2025
  Voucher XXXXXXXXXXXXXXXX; Passenger Name : ***** *******; Value : XXXX; Expiry Date : 6/20/2025
  
  Can be applied to cover the airfare only; cannot be used towards taxes, fees, or optional services (e.g., seats, bags).
  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 multi-use until the remaining balance is zero or until 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.
  Any remaining balance due on a booking made using a voucher must be paid by the customer using a valid form of payment. 
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising 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 booked a roundtrip ticket for myself and my brothers which included a layover going both ways. We flew from ***** to ********* on March 25 with a layover on ******* and returned from ********* to ***** on March 30 with a Denver layover. Mind you I boarded a total of FOUR planes for one trip. How is it that I board 3 flights with the exact same bag packed with the same items but get charged a 100 bag fee on my last layover? I literally flew from ********* to ****** with my bag and then was charged a fee t fly from ****** back to *****. Your flight attendants are rude and driven by the bag policy to fatten their own pockets with rewards for forcing your customers to pay all of these extra fees. Its bad enough this trip was to attend a funeral and who wants to debate with your flight attendants about a tiny strap on the side of my small personal bag which I use to fly with you all of the time with no issues. It's bad enough the only flights that were available had long layovers. I would hope you would do the right thing and refund for the bags. It's bad enough I paid ****** for flights that had me on layovers for half of the day. This is truly disappointing how you are beginning to treat your customers. I am hoping for a refund because my bag fits and it always has.

  Business Response

  Date: 04/17/2025

  Hello Khamani,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond regarding your recent travel experience with us on March 30th, 2025. We sincerely apologize for the inconvenience and frustration you encountered during your trip, especially given the circumstances surrounding your travel.
  
  We understand how important it is for our customers to have a smooth and hassle-free journey, and we regret that our baggage policy caused you additional stress during a difficult time. It is our goal to provide excellent service, and we are sorry to hear that our team did not meet your expectations.
  
  Regarding the baggage fee you were charged on your return flight, we appreciate your feedback and will review this matter internally to ensure that our policies are applied consistently and fairly. We understand that you have flown with us before without issue, and we are committed to addressing your concerns.
  
  In a friendly context, all airports have the same luggage sizers for the downstairs and upstairs floors from check in and gates, and because passengers occasionally purchase items on the way to the gate, adding weight to their personal bags after checking in the sizer's downstairs, certain changes will be required.
  
  We provide up to three announcements at the gate requesting travelers to verify their bags against luggage size. If the dimensions of the personal bag exceed the limit, it must be deemed a carry-on and charged as such. We provide recommendations on spot in paying for luggage online in order to save money overpaying at the gate. Furthermore, we show "what fits" and "what doesn't" in real time. Even up to 10 minutes before departure, our personnel will allow passengers to pay online. If it's too late by then, we'll have to charge the standard gate price for the personal baggage that exceeds the specifications as a carry-on if the bag doesn't fit correctly in the sizer.
  
  The airport defines the sizes for carry-on and personal belongings, and the dimensions vary between airport stations, and the airport employees will advance with the appropriate approach and application costs at the time of the gate check based on their discretion. For each personal bag that exceeded the dimensions and was categorized as a carry-on rather than a personal bag, you were charged $XXXX.
   
  To assist you further, we will refund for the baggage fee you incurred. We have refunded the following amount and details displayed below:
   
  Last 4 digits of card:XXXX
  Amount: $XXXX
  Type: MasterCard
  Date refund was issued: 04/16/2025.
  
  Please allow us 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.
  
  Once again, we apologize for the inconvenience you experienced and appreciate your understanding. Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Kindly, 
  
  ***.
  Customer Relations Specialist
  **********************