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:04/03/2025

  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 just flown with Frontier, and had the WORST flight experience of all time. I paid for a carry on (I had expensive items in my bag and wanted it with me) and they refused to let me take it on the aircraft as I paid for. They forced me to check my bag and they BROKE my suitcase. The wheel is now not functional because of the crack they made. There were broken perfume bottles inside the suitcase which damaged clothes. I emailed Frontier about my suitcase only (because they literally CRACKED it) and they emailed me back saying too bad. I want my suitcase compensated for and my flight refunded.

  Business Response

  Date: 04/17/2025

  Hello ****,
  
  Thank you for contacting Frontier Airlines. It is our pleasure to respond to your request and to know from you again.
  
  We have received the information you informed us about the measurements of your bag. We sincerely appreciate the detail of the size, which indicates that the measurements are: small carry-on.
  
  I will be happy to assist you in completing the final resolution of your damaged bag. Please see below for instructions on how to order your replacement bag:
  
  Click on the following website: **************************************;
  Select the Frontier Airlines option.
  Enter the access code:XXXXXX
  Select the replacement bag.
  
  Your baggage selection must meet the following criteria:
  Number of bag: 1
  Bag size: small carry-on.
  Once you have added the bag to your shopping cart, carefully check your selection. On the checkout page, you will need to enter the incident/claim/report number: XXXXXX.
  
  Please note that it will be necessary to sign for receipt of the bag upon delivery. For shipping and handling policy, please visit:
   ************************************************************.
  
  We deeply regret that you faced this situation of your bag being damaged, we want to assure you that this does not reflect the typical experience we seek to provide our passengers. We extend our best wishes and hope you will consider traveling with us again in the future.
  
  Best regards,
  
  Resolution Specialist
  Frontier Airlines

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23156957
  
  I am rejecting this response because: my friend that I traveled with was given a $100 voucher for the delays and I was told im not allowed to receive anything on top of you guys damaging my bag. why are you guys giving special treatment to certain customers?!
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 put on for a flight on March 8th I believe for a flight on March 28th for someone. I cancelled it on March 18. I then out in a request for the refund and did not get a response until 2 days before the trip. Then I was told I cannot have a refund because of fees. That's 200 dollars for a trip I didn't take that they had enough time for replace a passenger. So now the airlines can just take your money for no service rendered?

• 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 flew with frontier airlines with my family including 2 children under 5 years old from ******* to *** on March 29 2025. The flight was delayed by 45 minutes after we boarded. I then attempted to fly from *** to *** on April 3 2025. After going through baggage check and security, and upon reaching our gate, we got notified the flight was cancelled. No agent was at the gate. After gathering my bags again, I spoke to a frontier agent who let me know that they had a flight from ***** to ******* I could take. They offered nothing in the form of transportation to ***** an hour away. They only offered flight vouchers for less than the cost of the flights as compensation. The vouchers are only good for 90 days and are useless to my family. This feels like poor business practices and I'd monetary compensation for the time spent traveling from *** to *** as well as the emotional toll this took on my young children.

  Business Response

  Date: 04/17/2025

  Hello Brandon 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We are happy to help you. However, for the privacy and security of our customers, we ask that you reply with TWO (2) of the following:
  
  - Reservation Confirmation Code
  - Passengers First and Last Name
  - Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE (3) of the following pieces of information:
  
  - Phone number on the reservation
  - Email address on the reservation
  - Mailing address on the reservation
  - Name of the ************* (If booked through a 3rd Party)
  - Flight Number
  - Passenger Date of Birth
  
  Thank you again for contacting us. We appreciate your cooperation and look forward to hearing back from you.
  
  Regards,
   
  Customer Relations Specialist
  **********************

• 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 bought a refundable ticket and frontier is trying to make it an airline credit and charge me a cancellation fee of 49 per passenger. None of that is stayed in their refund guidelines. I would like a full refund

  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. We are working hard to improve and always provide you the best of us.
  
  We must inform you based on our policies, our tickets are non-refundable: ***************************************************************************************. There are different options you could get to have cancellation and change fees waived on your reservations: ***********************************************************************************, ******************************************************************************************. However, refund is still not an option on our tickets unless you continue with our refund policy above.
  
  Based on our records, your flight was affected by a schedule change on your original flight #**** from ************ to ************ on 05/01/2025 changed for the flight #**** with the same route and date, but with a departure change of 13 hours. Due to the schedule change you experienced, your options moving forward are to cancel the reservation entirely and receive a full refund, airline credit for the value of the reservation, review additional rebooking options, or accept the schedule change and leave the reservation as is. If you choose to rebook on a different flight than what is offered, you may make a one-time change to your flight schedule with change fees waived (even if you do not have a bundle). Fare difference may apply.
  
  Based on our records, your reservation was voluntarily canceled and as it is stated on our bundle Terms and Conditions, it would have been created a full travel credit, we were also able to notice after you continue contacting us through chat, it was fully provided a refund on your reservation. Please keep in mind for you to continue with the process you might receive through email you have to follow the steps on the email or reach to us directly.
  
  Your refund request has been approved on 04/03/2025. We have refunded the amount of $XXXX to the card ending in XXXX under the name of ****** *****. Please allow up to 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  Thank you for contacting Frontier Airlines. We look forward to welcoming you on board soon! If you have any other questions, please do not hesitate to reach back to us.
   
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/02/2025

  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 to fly from ***************** with a layover at **************************** on Sunday, March 30th with my final destination of ******************************************. I had a layover at ************** that ended up in a cancelation of my flight. The flight was canceled due to "crew timing out." Frontier was aware that the incoming flight was delayed and that their crew would not be legally able to fly. They did not inform the passengers and after a significant delay the flight was cancelled at midnight leaving me stranded with no where to go at **************. I am 74 year old woman who requires wheel chair assistance at the airport. I was left to sleep on a chair in the airport. No assistance. Only a $15 food voucher. My flight was delayed 10 hours. Passengers should not be treated that way. This is unacceptable. I am unable to speak to any customer service representative because the airline will not provide a person to speak with. Again, I am a 74 year old woman who was left at **************************** at midnight with no where to go. Frontier is refuses to refund my ticket or do anything other than offer a flight voucher on a future trip. I have no intention to ever fly again with this airline. My experience was stressful and unsafe.

  Business Response

  Date: 04/17/2025

  Hello *****, 
  
  We have received your correspondence as submitted to the BBB and appreciate the opportunity to respond. 
  
  I am sorry to hear of the difficulties that you may have experienced when scheduled to travel on March 30, 2025, from ****** to ******** 
  
  Upon reviewing the reservation, I see that the flight was scheduled to departure from ****** on March 30, 2025, at 08:50 pm. Our systems show that the flight was affected by an uncontrollable delay of 772 minutes due previous Air Traffic Control which affected crew legalities. We understand delays can be frustrating, and we work to resolve them as quickly as possible. I sincerely apologize for any disruption this caused to your travel plans. 
  
  Our guidelines for cancellations, diversions, and delays are based on our **************** Plan. Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, 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.
  
  When considering air travel, passengers should consider the possibility of flight delays, diversions, or any other flight irregularities. We encourage passengers to have a plan of action for any health, sensory, dietary, or other needs in case a flight does not depart or arrive as scheduled.
  
  In these situations, Frontier would provide the options to rebook on the next available flight, or a refund would be granted upon request of the unused segment. After the delay was resolved, we can confirm that check-in was successfully completed online, and a digital boarding pass was printed prior to the departure time. Additionally, we have documented that the requested wheelchair service was provided, ensuring that you were able to board the aircraft without any issues.
  
  It is Frontier's responsibility to assist passengers with disabilities, in accordance with the ******************************* (DOT) regulation 14 CFR 382.91(b) You must provide or ensure the provision of assistance requested by or on behalf of a passenger with a disability, or offered by carrier or airport operator personnel an accepted by a passenger with a disability, in moving from the terminal entrance (or a vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight. Or from the gate to the terminal entrance (or vehicle pick-up point adjacent to the entrance) after an arriving flight. Frontier did not violate this part of the regulation in ****** on March 30, 2025, as service was provided. If you wish to report this incident or pursue enforcement actions with the **************************** (***), it is within your rights to do so. This complaint will be counted in our summary of written complaints that we provide annually to the **************************** (***).
  
  As a goodwill gesture, it is noted that a $XXXX voucher was provided and is available for use towards future Frontier travel until July 2, 2025. While we acknowledge your request for refund, we must respectfully decline as travel was boarded and completed. 
  
  Please know that we have taken your feedback seriously and have made it a focus in our ongoing efforts to improve our service. Rest assured; your comments have been shared with our management team for internal review. However, any outcome would remain confidential.
  
  We sincerely apologize for any inconvenience this may have caused and hope for you to use the voucher provided to give us an opportunity to create a better travel experience for you in the future. 
  
  Kindly, 
  
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:04/02/2025

  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.

  We were emailed at 11:10am (3/31/25) same day that our flight (MCO TO MDW (Frontier Airlines F9 1457) leaving at 530pm was CANCELLED. We were given on 2 options, a refund of only $120.00 (due to the sale price of the flight when purchased). We were given 1 option for rebooking which included moving from our NON STOP flight to a flight the next day that left at 8pm with 1 layover totaling a travel time of 28 hrs! We had to purchase 1 way flights with another airline company (American Airlines that costs us $400/pp) This was not acceptable for us in our timeline to not get back from home until many days after our originally scheduled flight. This also was not a reasonable acceptable compensation option for us as we also had a child and had to return home for work. Upon my research, I also found out that the same flight route for the previous day was also cancelled without much notice. They also claimed the *** cancelled the flight, but per *** they did not.

  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. We completely understand your reimbursement request for expenses incurred with other airline.
  
  We are happy to help you. However, for the privacy and security of our customers we ask that you reply with the following information: 
  
  Reservation Confirmation Code
  Passengers Full Name
  Last 4 digits of the credit card used to purchase the ticket
  Phone number on the reservation
  Email address on the reservation
  Flight Number
   
  Thank you for contacting Frontier Airlines. We look forward to welcoming you on board soon! If you have any other questions, please do not hesitate to reach back to us.
   
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/01/2025

  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.

  Purchased two "GoWild! tickets and was extremely misrepresented by the advertisement of being able to "fly free" for a year. The airline will ***** you for every ***** for even carry-on luggage and purses. Made an attempt for a refund and wouldn't even discuss. Plane to pursue with my congressperson for misrepresentative of services. The advertisement was extremely misrepresented of "fly free for a year" and would not even discuss a refund. The year of flying date starts May 1, 2025 and would not refund my two tickets. I will definitely file a complaint with my congressperson regarding the misrepresentation and not even discuss a refund of $598. The agent I spoke with name is *** (agent # *******) and was very disrespectful and just kept repeating "no refunds available". This is my first (and only) experience with Frontier Airlines, based out of ******, **. There are too many other great airlines that would love me as a great paying customer and would not recommend dealing with this airline at all.

  Business Response

  Date: 04/08/2025

  Hello ****,
  
  Thank you for contacting Frontier Airlines Customer Relations about your Go Wild Pass purchase. We understand you want a refund for it. We are really sorry for the inconvenience with your purchase and did not have the experience you expected. We understand the impact that this situation had on your travel experience. We appreciate the opportunity to clarify your inquiries and assist you accordingly.
  
  Following our guidelines on the link **********************************************************************  the purchase can be refunded within 24 hours; after that time, we are unable to do any refund of the Go Wild Pass. Additionally, at the moment of the purchase on the link ******************************************************************************************************************************************  the last acceptance of terms and conditions explains to the customer that ******************'s loyalty program is nonrefundable. For more information about your account, you can visit ****************************************.  
  
  Thank you for contacting Frontier Airlines. To help us continue providing efficient resolutions to customer concerns, we kindly ask that you take a few minutes to complete a brief survey about your experience.
  Your feedback is invaluable in helping us understand how were doing and where we can improve.
  *********************************************************************************************************************************************************
  
  Kindly,
  
  Customer Relations Specialist
  ********************** 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23146468
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Printed Ticket Scam. Beware of this company. They will try to charge you for everything. I flew their airline with my family in March of 2025. Their app did not allow me to check-in, and said I needed to checking at the ticket counter. I was able to in the *** and show them the error, so they waived what would be a $125 fee to print my tickets. When I was returning out of the country, they played the same game, however my phone was not working abroad and I could not pull up the error. The agent refused to check me in without paying $125 and threatened me that I would miss my plane if I would not pay it. A nice person in line informed me that he had the same problem, to just pay it and they would refund the money if I called them. I did, however when I called customer service they would not. They first told me ALL they could do was give me a 3 month travel credit. with pushback a 12 month travel credit. I again said that was unreasonable. He said that as ALL they could do. I challenged him that, that is not true. That they had my credit card info and had the power to refund me the change. I asked to talk to his manager and he said he would transfer me. He transferred me, and I was put on hold for few then they dropped my call. I tried their chat and that is even more of a scam. It says it will connect you to someone, they keeps asking if your still there. If your stubborn enough to keep responding your still there, they will connect you with someone who will also say they can't help you. I was the only one telling the truth after that. That then I would submit a complaint on the BBB and that they would comically loose 5 passengers for life over a stupid $125 unfair charge. That magically got his attention and he said he could elevate me to our customer relations team. But they wont, your will then have to confirm you want to talk to to them with no response. They they will connect you and drop you on the chat.. Fly any other airline.

  Business Response

  Date: 04/08/2025

  Hello ********, 
  
  Thank you for contacting Frontier Airlines. We have received your communication with the BBB regarding your experience on your ticket ***, with a roundtrip flight on X** We are sorry to hear about the difficulties experienced while trying to check in for your flight and recognize that the customer service we provided was not as expected. We appreciate the opportunity to assist you. 
  
  Your time is valuable, and we appreciate your feedback. We are always looking for ways to enhance our customer experience, and we can only do that with your help. Frontier has a hard-earned reputation for providing excellent customer service, and its disappointing when we receive reports of anything less than that. We wish to make things right with you and address your case promptly.
  
  As an ultra-low-cost carrier, we strive to make our flights accessible to all of our customers and let you decide on what's important for your travel needs. Being fully transparent about our pricing is a responsibility we take very seriously here at Frontier. We disclose our fees via multiple pop-*** that inform customers of all anticipated costs when booking directly on our website. We would like to explain the charges applied on 3/31.
  
  Airport Agent Assistant: Up to $25 per passenger, per direction. This charge will apply for passengers who choose to utilize assistance from our airport agents, be it to check bags, to help with the check-in, or for any other process the passenger decides to use an airport agent for. We must clarify that our optional services are non-refundable; nevertheless, I was able to notice that your refund request was approved as a one-time courtesy and appreciate the opportunity to share the details with you.
   
  Your refund request has been approved on 4/1/2205. We have refunded the amount of $XXX to the card ending in X** under the name of X** Please allow up to 7 business days for the airline to process the refund. After we complete the refund, the bank will take a few days to post the funds to the account. The transaction ID is the following: ***.
  
  Addressing the difficulties you faced while trying to check in and for future reference, I would like to share with you the following troubleshooting steps to ensure a smooth process in your next flight:
  
  Make sure you are connected to the internet. 
  Clear the website cache & browser history. 
  Restart the web browser or app by closing it and then reopening it. 
  Try a different internet browser. 
  Restart your computer or phone. 
  Try using an Incognito tab if you use Chrome or an InPrivate tab if you prefer Edge.
  
  We deeply appreciate your loyalty as a Frontier Miles member, and we're always here to assist you.
  
  Once again, thank you for getting in touch with us. We are excited to have you as a guest on a future Frontier flight!
  
  Kindly, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/11/2025

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

• Initial Complaint

  Date:04/01/2025

  Type:Order 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.

  Dear Better Business Bureau, I am submitting this complaint against Frontier Airlines regarding their failure to properly address my request for compensation and refunds after I was involuntarily denied boarding on a flight due to overbooking. Despite multiple follow-ups, Frontier Airlines has failed to honor their commitments.Incident Details:- Flight Details: Scheduled flight from ******* (ORD) to ******* (PHX) on March 17, 2025, delayed to 5:15pm, then 5:45pm - Reservation Number: NECQXM - Nature of the Issue:** 1. I was denied boarding due to overbooking, despite having a confirmed reservation and assigned seat. 2. Per DOT regulations, I am entitled to 400% compensation of my fare (up to $2,150)** since I was involuntarily denied boarding and the next available flight would have caused a significant delay in my travel. Frontier failed to offer this compensation at the airport. 3. At the airport, I was promised: - A **full refund of my ticket** - A **refund of my baggage fees** (since my luggage was transported without me) - A **$250 flight credit per traveler** Frontiers Lack of Resolution:- Despite multiple emails, I have received no follow-up correspondence from Frontier Airlines. - I only noticed a small refund of $350 appear in my account, but it does not account for all the compensation owed to me. - My baggage fees remain unrefunded, despite my baggage being transported without me (totaling ~$215)- I have not received the **$250 vouchers per traveler** that were promised at the airport. Total of 4 travelers. Requested Resolution: I request that Frontier Airlines: 1. Refund the full cost of my checked baggage fees, as my luggage was separated from me due to their actions. 2. Issue the $250 flight credit per traveler (4 total), as promised at the airport. 3. Provide a clear explanation for their lack of response and follow-through on their commitments.

  Business Response

  Date: 04/08/2025

  Hello *********,
  
  Thank you for contacting Frontier Airlines regarding your reimbursement request for your previous flight from X** I am sorry to hear about this unexpected event with your flight status and your refund status, since you were unable to complete your flight with our airline. Besides, your experience with our customer service support to rebook your itinerary and provide you the corresponding follow-up to your case. Please be assured that we understand how essential it is to provide a correct assistance and appropriate amenities on your journey. Furthermore, within our prime concerns, we want to guarantee that clear communication is maintained in our services. We have received your correspondence/communication with the BBB, hence, I appreciate the opportunity to respond and help you in this matter.
  
  As an airline our top priorities are making safe and comfortable your travel experience. Upon reviewing our system, the original aircraft to complete your flight was changed prior to departure, for this reason, we were unable to continue our scheduled program. Nonetheless, I know you were flying with us because you have somewhere to be. That is a reasonable expectation! And I deeply empathize with the situation you went through. Referring to your petition, with the utmost regard, I inform you that we are unable to honor the 400% compensation of your tickets.
  
  Nonetheless, please note that your refund request has already been approved on X** . We have refunded the amount of ***, and another amount of ***, both cards are under the name of X** Please allow up to 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.  You can also contact Expedia with respect to your refund status.
  
  On the other hand, I want to assure you that our staff are highly trained professionals who prioritize welfare above all else, and their decisions are guided by our correct protocols, and procedures. Nevertheless, your comments referring to your overall experience will be reviewed thoroughly. Because we require to have a hard earned reputation of providing excellent customer service to fulfill this affirmation. Hence, by following the corresponding guidelines, we have issued a $XXXvoucher under your reservation code XXX(to each passenger in your booking), to use towards future travel. 
  
  Your vouchers expire on X** However, you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Your vouchers cover airfare, taxes, fees, or optional services (e.g. seats, bags). Vouchers can only be applied during the time of initial booking and cannot be applied to an existing reservation. Furthermore, our vouchers are available for one-time use. Any funds not applied at the time of booking, would not carry over for use with additional bookings. Further voucher redemption details are below. 
  
  
  Thank you for contacting Frontier Airlines, we are always available to help you.
  
  Cordially,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/01/2025

  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 have been delayed a total of 4 times on a flight leaving *** to ****** to *******. Im am here with my 5 year old son and we are sick. This has been a total disaster and nobody here can help me. This has been a whole inconvenience and will a refund for funds used. Ive been here at the airport over 12 hours. This is terrible.

  Customer Answer

  Date: 04/05/2025

  After flight delay, my luggage is lost. Once I reached end of flight in *******, customer service agent said she would contact me regarding missing luggage. Frontier has not responded to correspondence regarding missing luggage. I checked 2 luggages in at ***, just to receive only 1 luggage in *******.

  Business Response

  Date: 04/08/2025

  Hello *******, 
  
  Thank you for contacting Frontier Airlines Customer Relations, about your flights from ****** to ******* that suffer delays and you would like to get a refund for this issue. 
  
  We apologize for this inconveniences made because we know that this delays may incur and that you have to spend more money or wait a little bit longer to get to your destinations, I was checking on the reservation under the code X** and you were compensated for this situation with two vouchers of $XXX for each passenger with a 90 day validity to be used, but you don't have to use it to book flights for this specific time, you can book flights for the future, just make sure to redeem the vouchers before they get expired because no extensions or reinstatements are going to be provided once they get expired, and also we could check that a refund for the amount of $XXX was process as well for the connection flight lost, so in this case no other compensation will be offered, because the other portion of the flight was already boarded without problems. 
  
  
  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. 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. 
  
  We apologize once again for the inconveniences, and we hope to know from you soon and that you continue being part of our beloved customers. 
  
  Customer Relations Specialist
  **********************.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23142262
  
  I am rejecting this response because:
  1 out of 2 paid checked luggages were lost and finally delivered 4/8/25. I will like a full refund for my checked baggage. I received an email stating that I voluntarily didnt retrieve bag. How is that so when I received half my baggage in ***** when I landed. 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/21/2025

  *******,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
   
  We regret to hear that you are not satisfied with our response regarding this matter. It is never our intention to inconvenience our passengers, and we appreciate your feedback. Based in our information, we are unable to offer reimbursement or a refund on your bags, since it was deemed as voluntarily separated when your flight was changed. As this separation is classified as voluntary, it falls outside the criteria for refunds or reimbursements as outlined in our policy. We understand that this may be disappointing, but we must adhere to these guidelines to maintain fairness and consistency for all our passengers.
  
  While we regret that we're unable to offer a refund in this instance, Your compensation vouchers will remain in our system for redemption until it expires on July 1, 2025. 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. 
  
  I certainly recognize that this is not the desired outcome. While I'm unable to override this decision, we thank you for the feedback provided as this will help us to improve the airline.
  
  Sincerely,   
  
  Customer Relations Specialist 
  **********************