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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

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:04/06/2025

  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 purchased 2 tickets to fly to ***** for my daughter and myself. This flight was supposed to fly out at 12:30pm April 6th but it was 2 delays and 1 was due to the weather. When I originally purchased these tickets I purchase a bundle that included a carry on but when I got to the gate the made me purchase 2 carry on. This has been the worst experience flying that I have ever had!

  Business Response

  Date: 04/15/2025

  Hello ******.  
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I am sorry to hear that your flight from ******* to ***** was delayed due to weather conditions. At Frontier Airlines, we strive to provide reliable and timely service to all our passengers. Unfortunately, in this instance, situations our of our control led to the cancellation of your flight, which prevented us from delivering the travel experience you expected and deserved. 
  
  I also want to apologize for the inconvenience of being charged for two carry-on bags, especially since they were included in your bundle. I understand that unexpected charges can be frustrating. I can confirm the your had the bundle added and it seems that due to an error, the carry on bags did not showed on your ticket. I have then, issued a refund for $XXXX back to your card ending in XXXX. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  Additionally, as one time exception, I have issued a voucher for $XXXX per passenger so it can be used on a future flight with Frontier. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Voucher #XXXXXXXXXXXXXXXX - ****** ***** - Expiry Date: 07/13/2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - Madyson ***** - Expiry Date: 07/13/2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/05/2025

  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 had a departing flight from ****** to ***************************** on Monday, March 24. (Confirmation UHMMGQ)The flight was delayed over an hour, which is unacceptable. It may be late to a mandatory meeting and I suffered financial loss because of I contacted Frontier Airlines explained the situation and all they offer me was a future coupon for $25 on a future flight. I mentioned I appreciation for the offer, but I have no intentions of flying anywhere within the next 90 days or matter fact within a yearso the coupon does mean no good what Im asking for some compensation for this delayed uncomfortable flight the right thing to do would be to compensate me a partial refund on the overall cost of the flight. What Im asking for is fair in frontier airline is denying ******* giving Frontier Airlines the opportunity to make this right before I file a dispute

  Business Response

  Date: 04/15/2025

  Hello ******, 
  
  Im sorry to hear that your flight from ******* to ******* was delayed, resulting in a financial impact due to your late arrival to a meeting. I understand that you reached out to us to explain the situation, but only a $25.00 voucher was offered, which may not have met your expectations. I recognize that you would prefer a refund for your flight instead of a voucher. 
  
  Our records indicate that your flight was delayed for 1 hour and 19 minutes due to maintenance issues. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers.  
   
  I see that your flight from ******* to ******* was boarded successfully. Our **************** Plan states that if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Since your flights were been boarded, a refund cannot be provided. 
  
  I understand that you do not wish to receive voucher, however, we would like for you to give us another opportunity, therefore, I have voided the $XXXX voucher and issued a new one for $XXXX per passenger, for a future flight with Frontier, valid for 6 months. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Voucher #XXXXXXXXXXXXXXXX- ****** ****** - Expiry Date: October 11, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX- ****** ******** - Expiry Date: October 11, 2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/05/2025

  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.

  There were six of us on this flight. We lost an entire day of vacation because the first flight on Thursday was canceled. We've lost the room in ***** that we had paid for and had to pay for another one at a casino in ******* while waiting for the flight the next day. The next day the flight was not a straight through 3-hour flight. Instead we had to fly over 7 hours with a leg over in *****************.

  Business Response

  Date: 04/15/2025

  Hello ***, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Im sorry to hear that the cancellation of your flight on February 13 resulted in the loss of your hotel reservation in *********, as well as additional expenses incurred at a casino in ******* while you were waiting for your flight. I understand that being rebooked on a connecting flight was not an ideal solution for you. Given these circumstances, you would like to request a refund for your flight.
  
  Our records indicate that the flight was uncontrollably cancelled due to Air Traffic Control. At Frontier Airlines, we strive to provide reliable and timely service to all our passengers. Unfortunately, in this instance, situations our of our control led to the cancellation of your flight, which prevented us from delivering the travel experience you expected and deserved.
  
  Our **************** Plan states that given the nature of uncontrollable events, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, 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 see that your flight was rebooked and boarded, based on this, a refund is not applicable. 
  
  Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************  
  
  While we cannot provide a refund, I see that you were sent a $XXXX voucher by our customer service team. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date. 
  
  Voucher #XXXXXXXXXXXXXXXX - *** Back - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - ******* Back - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - ******* ****** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - *** ******** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - ***** ******** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - *** ***** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************   
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/04/2025

  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.

  Someone hacked my miles/discount den account with ******************. I reached out by email and chat and no one is helping me resolve the issue. They have no live people that work there. I am concerned about the status of my miles - some of which I purchased from Frontier, some earned, and some the result of settlements with them for prior issues. This is not the first time they have completely abandoned a customer needing help - this has happened to me more than once with them. The person on the chat could tell me that the email address associated with my account was changed to one I don't recognize - how I know it was hacked - but could not help me change it back or regain access to my account. He told me to fill out a form and someone would be in touch with me - still nothing. I don't understand why they don't care about their customers and don't assist them. I need to regain access. I explained to him and in the email that I was planning to book a trip, but need access to my miles and discount den membership. I also have a voucher from another incident involving them I wanted to use and can't until I can access my account. I am concerned the voucher will expire. As you can see from the attachments my correct email address is ************************** They contacted me here about my renewal notice, they emailed me here re points that I purchased, etc. I have no idea who would have changed my login, but it wasn't me.

  Business Response

  Date: 04/16/2025

  Dear ***,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the distress and frustration you have encountered regarding your Miles/Discount Den account with ******************. It is unacceptable that you have not received the assistance you need, especially given the importance of your miles, membership, and voucher. I can only imagine how frustrating it must be to feel like your concerns are not being addressed, particularly when you are trying to plan a trip.
  
  Thank you for sharing your concerns, I read your complaint and completely understand your dissatisfaction; I am aware that my apologies are completely ineffective, but I feel compelled to extend them on behalf of Frontier Airlines to express our regret for any inconvenience this matter may have caused you.  
  
  Upon taking a look and further verifying, I have confirmed your Frontier Miles account and miles have been recovered and your information has been rectified, I do also show all of your miles have been reestablished and your account is now safe. As a precaution, we suggest changing your password periodically to avoid further issues in the future. You may do so through our website here: ****************************************
  
  We do also understand you were having trouble with a voucher, Iam glad to see these have been redeemed towards a new reservation with no issue.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/04/2025

  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.

  Ive been a loyal Frontier customer for over two decades and a committed Discount Den member, consistently choosing your airline for its value and reliability. What happened with my recent booking is not only unacceptableits insulting to someone who has stood by this brand for so long.I booked my flight directly on Frontiers website using my personal credit card and received a valid confirmation email. My bank verified there were no fraud alerts, holds, or declined transactions. Yet, my reservation was cancelled and refunded without any notification or opportunity to correct the issue.Industry standards for cancelled reservations are clear: Airlines are expected to notify passengers promptly about any changes or cancellations, typically via email or phone. Furthermore, most major airlines allow passengers to hold their reservations for a short time and confirm payment at check-in or prior to boarding without automatically cancelling the booking. This practice ensures that customers are not penalized for temporary payment issues, and it provides passengers with the opportunity to resolve issues before a flight is cancelled, especially in cases where payment may have been flagged mistakenly.I urge you to review the chat transcript tied to this case. It speaks volumes about the kind of support that was providedor rather, not *********** someone who has invested in this airline for over 20 years, I expect better. I expect accountability. And I expect one of the following actions to be taken immediately: Reinstate my reservation at the original fare, OR Provide a travel voucher or credit equivalent to the current cost of the same flight, plus compensation for the time and service failure.

  Business Response

  Date: 04/21/2025

  Hello Vanessa 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for drawing our attention to this and for your feedback related to this matter. For us, it is truly important to receive these comments in order to give the appropriate attention to this situation. We want you to have a great experience with us, so these comments help us make the necessary improvements and ensure a smooth experience for all our passengers. We are committed to taking the necessary measures to solve this matter, make it right for you, and address your concerns.
  
  I would like to inform you that the reservation was marked as fraud. This is an automatized process made automatically by our systems when the credit card information does not match with the contact information used in the reservation.
  
  We understand that you would like to have your reservation reinstated or to have the option to keep the same price for rebooking.
  
  However, I would like to inform you that airfares, much like gas prices, fluctuate in response to a number of complex variables and are therefore always subject to change right up until departure. Once you purchase an airline ticket or fill your car up with gas, you lock in that price and are no longer subject to those fluctuations, whether up or down. Just as the gas station doesnt request an additional payment if gas prices rise after you fill up, neither do they refund the difference when prices fall. The same principle applies to airfare.
  
  At any given time, the fares displayed on our website are the lowest available, and our current specials can always be found at ************************************************************. I also encourage you to sign up for our email alerts (if you haven't already) so that you can take advantage of fare sales as soon as theyre announced. 
  
  While we are unable to honor your request, we do appreciate your feedback and look forward to serving you on a future Frontier Airlines flight.
  
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/04/2025

  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.

  Dated of the flight 4/2/2025 ( confirmation HYZEKI ) Fifi checked on and were inform that there is a delay in the flight. Later we inquire aagain ( there were 15 other passengers in the CHECK IN hall.We were informed that the flight has department. imgine 15 passengers DID NOT hear the ANNOUNCEMNET . we were then inform that we have to buy a FRESH ticket to SFO withot any compensation (ALthough it is NOT our mistake ) we paid $283 . My original Tickevt was $155.When we arrived home I called FRONTIER to complain and ask for Compenssation after spending 12 hours with sleep from ***** pm to 7.20 am for the nest flight. Frontier offered to pay us back $99 for the Cancellation Fee Policy. *** did not CANCEL

  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 Fifi experienced with the recent flight on April 2, 2025 when she was trying to travel from ****** to *************. It is truly concerning to hear about the lack of communication regarding the flight delay and the subsequent challenges you faced in securing a new ticket. I understand that you had to incur into additional expenses on a new ticket and you'd like to receive a refund. 
  
  I see that her flight departed on time and was not affected by a delay. 
  
  I reviewed Fifi's reservation and it appears that her initial flight, with a payment of $XXXX, was marked a late arrival on which normally tickets are deemed to be a NoShow Cancellation and canceled. Nevertheless, I see that she was provided with a rebooking, on which she was charged a fare differences plus a $99 change fee ($XXXX). Those fees, as per terms and conditions are non refundable. See our change policies here: *************************************************************************
  
  I see that as one time exception, she was provided with the change fee of $XX back to the card ending in XXXX on April 3, 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.
  
  Based in our terms and conditions, no further refund is due. 
  
  We understand this may not be the outcome you were anticipating, and we are truly sorry to disappoint you. We appreciate your understanding and hope for the opportunity to exceed your expectations on a future Frontier Airlines flight.
   
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23161041
  
  I am rejecting this response because:it is NOT true 
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:04/04/2025

  Type:Delivery 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.

  Received a credit voucher from Frontier due to involuntary denied boarding on April 3, 2024, which expired April 3, 2025 at 10:59pm. Attempted to purchase flights using voucher before expiration date and time on April 3, 2025 and was unable to complete flight purchase due to repeatedly getting an error message when adding passenger information. The passenger information would get removed and I would be prompted with the error message every time I entered it and clicked on the continue button.

  Business Response

  Date: 04/21/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond your concerns about your inconvenience redeeming your voucher received due to a denied boarding. Please be assured that your concerns are important to us and we are sorry for the late response. I do appreciate the opportunity to help you with this matter, and I am sure we can find a solution together.
  
  Nevertheless, in a detailed review of your request, we verified that you did not attach any information about the reservation under the voucher was issued. We take our customer's information security very seriously here at Frontier. For this reason, we do not disclose reservation details to anyone other than the passenger, purchaser, or authorized handler of the reservation. 
  
  If you are authorized to handle the reservation under the denied boarding voucher was issued, please provide us two (2) of the following information to confirm your identity:
  Reservation Confirmation Code.
  Last 4 digits of the credit card used to purchase the ticket.
  
  Alternatively, you may provide one (1) of the following: 
  Mailing address on the reservation.
  Name of the ************* (If booked through a 3rd Party).
  Flight Number.
  Passenger Date of Birth. 
  
  If you are unable to provide this information, please have the passenger or purchaser contact our ******************* via chat to confirm their identity. I hope you find this email helpful. If there is anything else that we can do for you, do not hesitate to let us know.
  
  Thank you again for contacting us and your understanding. I will be looking forward to your response to continue assisting you. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23160571
  
  I am rejecting this response because:
  The matter has not been resolved. The reservation mailing address is ******************************************, original flight number was 2420, date of birth is **********, and reservation confirmation number is JFS1HQ. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/08/2025

  Hello *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thanks for reaching Frontier Customer Relations with your new reply regarding you needing to get assistance with your voucher since you received it, but you had issues in order to redeem it. We do appreciate your patience on this matter, and we are really sorry that you had to go through a challenging time like this one.
  
  By checking the information on the system, it seems that your original booking was split, and you were under confirmation number XXXX; therefore, you were bumped for your flight, and you and ******* got a flight voucher for $XXXX each one.
  
  Our records show that you did not redeem your voucher, and it already got expired status on it. Based on our Terms and Conditions, we are not able to extend the voucher availability since you need to redeem your voucher prior to its expiration, but you can travel beyond that time. "Based upon the terms and conditions, extensions are not permitted. Vouchers are most often issued with a XXXX redemption period and must be redeemed prior to the expiration date." ************************************************************************************
  
  Due to this, we only have the information on the system that you reached our **************** Representatives via phone call on XXXX; however, there is no prior comment regarding you having issues with your voucher. This is a full fare voucher, and it can be applied towards taxes and services such as bags and seats.
  
  On our end, as a one-time exception, we have reissued your voucher for $XXXX under your name, but only for XXXX period time.
  
  -XXXX under XXXX for $XXXX and it will expire on XXXX.
  
  Please Note
  -Vouchers are not redeemable for cash.
  -Vouchers are valid for XXXX hours for booking a flight from the date they are issued.
  -Vouchers are one-time use, meaning there will be no remaining value after redemption.
  -Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  -Vouchers are non-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.
  -To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email.
  
  Thanks a lot for your feedback, and once again we are so sorry about having a hard time on your flight, we hope to see you on a near flight with us.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23160571
  
  I am rejecting this response because:

  I was given 48 hours to use the voucher and it was insufficient time as I was unaware that it was being sent and The Better Business Bureau wasnt able to alert me as to the notice of a response until May 8th, the same day the voucher expired. 
  

  I request that the voucher be reissued for a 48 hour period and I will review my inbox daily for it in order to be given the opportunity to use it. 

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

  Business Response

  Date: 05/22/2025

  Hello *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  We do appreciate your new response regarding your getting the information regarding the voucher being issued as a one-time exception for $XXXX, but for XXXX hours only, so you were not aware of the information, and due to this, you need to get a new flight voucher, and you are committed to check your inbox daily. Furthermore, we do appreciate your patience and feedback on this matter. We understand how important it is for you to get your voucher and be able to use it, so we are here to properly assist you with it.
  
  As we have already shared with you the information regarding terms and conditions for vouchers since they cannot be extended, we issued one for the same amount but only for XXXX hours, but you did not know about the answer, so on our end, just since you are sharing your commitment to double-checking your inbox daily, we have issued the voucher again. These are the details regarding it. Remember that your voucher is full fare and can be applied towards taxes and services such as bags and seats.
  
  -XXXX under XXXX available for $XXXX and will expire on XXXX.
  
  Please Note
  -Vouchers are not redeemable for cash.
  -Vouchers are valid for XXXX hours for booking a flight from the date they are issued.
  -Vouchers are one-time use, meaning there will be no remaining value after redemption.
  -Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  -Vouchers are non-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.
  -To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that will be sent to your email.
  
  Thanks a lot for your feedback, and once again we are so sorry about having a hard time on your flight, we hope to see you on a near flight with us.
  
  Kindly,
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/04/2025

  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.

  3/124/2025 and 3/15/2025 I missed my flight to ********* because security was a while getting thru. Then frontier canceled my return flight without even notifying me they canceled my return flight. I had no idea so I had to purchase 2 more tickets to get to my Dr. **** in ********* cost ******* to catch a flight out on such a short notice and the had to purchase 2 tickets back from ********* which cost me another ****** if they are allowed to do that it's just wrong how can they cancel my flight that I pd for twice it's my tickets it cost me ******* more because cheapaire charged me twice then I had to purchase tickets again to ********* and not knowing my return flight was canceled had to purchase two more to get back home if that is not outright taking an advantage of someone them I don't know what is

  Business Response

  Date: 04/16/2025

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to sincerely apologize for the difficulties you have faced regarding your recent travel experience with Frontier Airlines. It is truly unfortunate that you missed your flight to ********* due to security delays, and based on this you had to purchase other tickets to be able to arrive to your destination for an important doctor appointment. 
  
  I reviewed your reservation #XXXXXX, and I see that your flights were originally booked to travel on March 9 from ******* to ********* and return on March 15 from ********* to *******. I see that you requested a change on February 12, to travel on March 12 and return on March 16 instead. No cancellations were made on your reservation. 
  
  I see that since both flights were not boarded nor check-in was made, your tickets were deemed as no show, on which our Contract of Carriage states:
  
  "Frontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund to the original form of payment will be due and Frontier will have no further liability.
  
  Failure to Check In or Appear - The passenger fails to check-in for their flight within the required times or appear for boarding of that flight within the required times. (The ticket will be deemed to be a NoShow Cancellation and canceled.)"
  
  Remember that the check-in is available 24 hours before the flight through our website and mobile app. You will need to be in the airport at least two/three hours before your flight so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and 20 minutes before flight, boarding ends.
  
  While a refund cannot be provided, nor a reimbursement on your expenses, as one time exception, we have issued a voucher for the amount of your reservation $XXXX so it can be used on a future flight with Frontier, valid for 90 days until 07/14/2025. This is for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Voucher #XXXXXXXXXXXXXXXX - ***** ****** - Expiry Date: 07/14/2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************   
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/04/2025

  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.

  our flight was supposed to board at 525pm and at 430pm I found out that the plane was delayed until 925pm. then at 744pm we find out that the plane is delayed even more till 955pm.i was offered a 30 dollar voucher for food for the inconvenience. when I went to go get food for myself (type 1 Diabetic) and my 7 year old daughter all the stores and restaurants were closed there for was unable to get anything. this was a huge problem because my sugar I now has to keep up longer than I planned for with the amount of food and drink I already had on me. so instead of getting to my destination at midnight I didn't get there until 4am still had to pay 100 for a hotel room when I would only be there for 4 hours instead of the 10 I intended. I'm dealing with this all while dealing with a child with autism who now doesn't understand all these changes and is not doing well with the change. it was just an awful experience all around

  Business Response

  Date: 04/17/2025

  Hello *********,
  
  We have received your communication with the BBB, about the flight from BDL to STL with an connection in *** on April 3, 2025. We will find the best resolution for your situation and we appreciate the opportunity to assist your concerns.
  
  We are really sorry to know you had faced an inadequate experience in your flight with us due to a delay, we recognize that you and your daughter were in a difficult situation, and being not able to use the vouchers of food due to the reason every store was closed, we would like to apologize for that inappropriate treatment for your position, we know how important is to have an appropriate assistance when this type of disruptions happen.
  
  Please accept our apology for the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers. My research shows that Flight ****** on April 3, 2025 was delayed due to mechanical issues.
  
  We would like to emphasize that taking into account the delay was controllable, we are able to compensate you the extra expenses you had in the hotel room, we really care about you and your kid and the circumstances you suffered, we want to assist with the additional cost incurred due to the flight disruption you experienced. To submit for reimbursement please attach a copy of the official hotel receipt in a PDF document and please provide your mailing address as well. 
  You will be reimbursed up to $XXXX for a hotel room and taxes and up to 2 nights. Receipt must be dated within 24 hours of your original flight and must coincide with your new flight route/date. Additional expenses incurred, such as room service, wireless/internet fees, pet fees or gratuities will not be reimbursed.
  
  We must kindly inform you that due to the motive you and your child were affected by this delay issue, we have issued you and your child vouchers of $XXXX for you to use in Airfare in a next flight with us. These are for Airfare only, so they cannot be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date. We are going to share the details with you:
  
  XXXXXXXXXXXXXXXX; Passenger Name : ****  Value : XXXX; Expiry Date : 7/3/2025
  XXXXXXXXXXXXXXXX Passenger Name : **** ****** : Value : XXXX; Expiry Date : 7/3/2025
  XXXXXXXXXXXXXXXX Passenger Name : ********* ****** : Value : XXXX; Expiry Date : 7/3/2025
  XXXXXXXXXXXXXXXX Passenger Name : ********* ****** Value : XXXX; Expiry Date : 7/4/2025
  
  We are really glad to attend your concerns, we hope to hear from you soon.
  
  Thanks for contacting Frontier Airlines, we hope to host you in a future flight with us!
  
  Regards,
  
  
  Customer Relations Specialist
  **********************.
  
  ******************************************************************************************************************************************
  About your voucher:
  
  Its not redeemable for cash.
  Within 90 days of the date of issue, the voucher must be used to book travel 
  There are no restrictions on the travel dates.
  Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount. 
  
  It may not cover the entire cost of the ticket you book. You must pay any remaining balance due.
  Its not transferable. It may be redeemed only in the name of the passenger to whom it was issued.
  The name on the new reservation must match the old reservation exactly. 
  It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.
  Follow these steps to redeem your voucher: 
  
  1. Visit *******************************  and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here.
  3. Enter your voucher number in the field provided.
  4. Select Apply Voucher.   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23159635
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/03/2025

  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 recently bought 4 tickets from ****** to ******* through Expedia flying Frontier Airlines May 2nd through May 4th for a soccer tournament my daughter is playing in. The original flight I picked to return to ****** from ******* was at 7:38 pm so that we could actually be at the game we are flying out to attend. Unfortunately, after I booked, this flight was changed from 7:38 pm to 1:10 pm and we would miss the entire reason we are flying to ******* for. I have spent many hours speaking and messaging with both Expedia and Frontier Airlines in an attempt to find a solution. All I have received in return is Expedia blaming Frontier and Frontier Airlines blaming Expedia but no one has helped me actually get a flight that would work for us. I sent proof of my original purchase to Frontier airlines through ******** but they said sorry that is not what our records say. I travel all the time as my daughter plays nationwide travel soccer and my son plays travel hockey. We will never ever use Frontier airlines again if this is not made right. I will continue to share this horrible experience with teammates, forums, reviews and anyone who will listen so that they do not have to go through this same experience. I am seeking a change in my flight to allow us to return after the game, late afternoon or early evening, plus compensation for time and stress that this has caused. If a flight does not exist than I want a full refund plus cost of rebooking a new flight. The original cost of the flight was ******. I am so dissatisfied with the customer service through ********************** that is designed to delay and frustrate the customer so they will give up.

  Business Response

  Date: 04/17/2025

  Hello *****,
  
  Thank you for contacting Frontier Airlines with your concerns regarding your returning flight change from ******* to ****** on May 4, 2025. We are very sorry to hear your flight was changed from 7:38 pm to 1:110 pm. We are really aware the impact of this time change. We truly understand this modification would impact your travel plans to attend to your daughter's soccer tournament. We always want our passengers to have a smooth, comfortable trip and be able to reach their destination as planned. We assure you that it is never our intent to disappoint or inconvenience our customers. We appreciate this opportunity to address your concern; we are glad to assist you with this matter.
  
  Upon reviewing the images you attached, indeed shows that the flight was initially booked from ******* to ****** for May 4th at 7:38 p.m. and arriving at 9:41 p.m, however, I must kindly inform you that after reviewing your reservation XXXXXX, our records do not show any changes to the flight time on our end, since you booked with a third party, I highly recommend you to contact Expedia, since they were the ones who offered you the flight departing at 7:38 pm. I would also like to kindly let you know and we are unable to offer you any compensation since the flight was booked through third party. We appreciate your understanding in this matter
  
  I would like to inform you that, we are able to change the flight that would work for you, please note that a change fee may apply of $XXXX per passenger and per direction, however, as we understand this not the experience you expected, as gesture of customer service and one-time exception for the experience, we would waive the all change fees and we would only apply the fare difference if the fare is higher. 
  
  Thank you for contacting Frontier Airlines. We appreciate your cooperation in this matter and look forward to hearing back from you soon. Thank you for choosing Frontier Airlines as your travel partner and for contacting us. We're here to assist you with anything you need.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23157043
  
  I am rejecting this response because:
  Expedia continues to tell me that frontier airlines changed the flight time and not Expedia. There has been a complete denial of responsibility and no compensation offered for this major inconvenience. At this point, we will still never book with frontier airlines again. 
  Sincerely,
  
  ***** ******