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/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 Inc

  Po Box 45336 Atlanta, GA 30320-0336

• 

  Frontier Airlines, Inc.

  1 Harborside Dr. Suite 200S Boston, MA 02128

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:04/01/2025

  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 
  ********************** 

• Initial Complaint

  Date:03/31/2025

  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.

  Booked for two Bizfare seats from ************** on a direct flight 3/30/2025. After spending 5hrs at the airport with slowly updated delays to the flight it was ultimately cancelled. We were offered no meal voucher or hotel assistance. The only available flight was for the next morning @ 8AM. This was not an equivalent flight- it had a layover and doubled our flight time. After arriving to the airport again on 3/31/25, the initial flight out of ***** was delayed. At the layover destination (*******) the flight was again delayed. We were then stuck on the plane for >1hr waiting to taxi and again were offered nothing through this experience. Upon arriving in ******** we found our luggage was mishandled. All bags and items were completely soaked through with many items ruined and nothing wearable without cleaning. The airline only offered a $50 voucher which can only be used with them within 90 days. After this experience I have no intention of using this airline again. This is a severely insufficient response and does nothing to replace the cost of our damaged items, lost wages from an additional nights stay, hotel cost, meal reimbursement, and just overall horrendous treatment and experience.

  Business Response

  Date: 04/08/2025

  Hello *******,
  
  I hope this message finds you well. We want to sincerely apologize for the distressing experience you faced during your recent travel with us. It is truly unfortunate to hear about the delays, the mishandling of your luggage, and the inadequate support you received throughout this process. I can only imagine how frustrating and disappointing this must have been for you.
  
  We kindly ask that you provide photographs of the damaged area of your luggage in ***, PDF, JPEG, or JPG format for us to review.
  
  In general, airlines typically do not cover damage to handles, straps, wheels and zippers as this is considered normal wear and tear that arises from ordinary handling of baggage during travel. You are welcome to submit photos even if the damage is in the areas which are not typically covered.
  
  You may contact us anytime through this email or via chat. Simply navigate to ******************************************************** and click Lets Chat. Our friendly Agents are available 24/7 to help you.
  
  We value your time and appreciate your patience in dealing with this matter.
  
  Kindly, 
  
  Reservations Specialist
  Frontier Airlines
  

• Initial Complaint

  Date:03/31/2025

  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.

  Frontier canceled our flight from ****** ***** to ************** on 3/31/2025, without zero explanation. Although they refunded us for our flights, we were forced into a decision of staying an extra night, or booking a new flight last second. BOTH options adding up to be significantly more than the refund that was offered. We ended up booking a new flight for $704, while the refunded Frontier flight was about $140. Not to mention the added stress and panic. I am seeking Frontier provide us with compensation to cover me for the added costs ($600).

  Business Response

  Date: 04/08/2025

  Hello *****,
   
  Thank you for contacting Frontier Airlines ************************** regarding your refund request due to the cancellation of the flight, we know that you choose the refund from the option we provide you. I am here to help you.
   
  In Frontier we strive to ensure that our customers have a positive experience when flying and contacting us, we are grateful you brought this to our attention. I know that you had a delay in the plans you had after the flight and that must have been something unexpected. I totally get your side here. We understand the impact this situation had on your travel experience. I am here to help you and we appreciate receiving your email and the opportunity to address your concern. 
   
  Understanding your case and wanting to help you and properly handle your case I would respectfully ask you to please reply this email with more details of the inconvenience you had, this to give you the best attention and provide you the best solution. 
  
  In addition, we would ask you to provide us the following information
  
  -First and Last name
  -Confirmation code of the flight
  -Email Address
   
  Thank you again for contacting us about your recent experience. We appreciate your cooperation and look forward to hearing back from you.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a scheduled flight for 3/31/25 departing from *** to SJU at 6:00am. Me and my daughter arrived at the airport around 4:45am. After checking in my checked bag I heard a passenger in line saying the flight had been canceled. I never received any notification about the canceled flight. I was rebooked for a connecting flight from *** to *** to ************. I arrived in ************ about 1:15pm. I was informed before exiting the flight that my luggage would be at carousel two. I waited and waited and waited and my luggage never came up on the belt. I was informed to go to the Frontier office and inform them which I did. A claim was made with the agent. I gave him my confirmation code which is LLUB4B. He called PHL who informed them that my luggage was on the way to MCO then to ************ which it wouldnt be here at ************ till 11 tonight. So I asked him how was I gonna get me and my daughters belongings that time of night. I did not rent a car for my vacation. He informed me that he would get someone to bring it to my ******. I then followed up with customer support which Im glad I did because when he created the claim my entire name was incorrect. I asked did they see where my luggage was she told me no. Im thousands of miles away with not even a toothbrush. This is my daughters trip that Frontier has completely ruined. These are the most insensitive people who I have ever come across. I feel so bad for my daughter. We are out here with nothing. I will never in my life ever fly with this airline again. First a canceled flight now my entire luggage is missing and no one knows a thing. This is the worse vacation. I am ready to go home. This is extremely unacceptable.

  Business Response

  Date: 04/08/2025

  Dear Daneea,
  
  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 inconvenience you and your daughter faced during your recent travel with Frontier Airlines. I understand how frustrating it must have been to arrive at the airport only to find out that your flight was canceled without any prior notification, and then to deal with the issues surrounding your luggage. I am truly sorry for the lack of communication regarding the flight cancellation and the subsequent challenges you encountered with your checked bag. It is completely unacceptable that you were left without your belongings, especially while you are on vacation. I can only imagine how difficult this situation has been for both you and your daughter, and I deeply regret that we did not provide the level of service you deserve. Please know that your feedback is incredibly important to us.
  
  Im happy to inform you that we located your bag at the ****************************. It had already been processed for delivery to your address at ***. 
  
  We have also processed a refund of $XXX, which was the fee for your bag. This refund was issued to your card X** Please allow seven business days for the refund to be completed, and note that it may take a few additional days depending on your bank's processing time.
  
  Again, I apologize for the inconvenience and frustration you have experienced. We appreciate your understanding and hope to have the opportunity to make this right for you.
  
  We look forward to serving your travel needs in the future and hope to provide you with a better experience.
  
  Best regards,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23140174
  
  I am rejecting this response because:
  
  Sincerely,
  
  Daneea *******

  I reject this response from you. For reason being your company mishandled me and my daughters belongings. Not only were we stranded on a hot island with sweatsuits on coming from a colder climate but my luggage was returned to me scuffed and scraped up. As far as delivering my luggage to me yes that was an option on the 3/31. But the morning of 4/1 when I spoke to ******* who assured me he had given my information to the delivery driver to reach out to me that actually never happened. I never heard from your driver. The excursions I had planned for us got canceled because of your company. I then had to call an **** back to the airport to get our belongings and then back to my hotel. So do you have that money as well. Because I was out of more than $69. I will attached the receipts to this messages as well. So Im owed way more then $69

• Initial Complaint

  Date:03/31/2025

  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.

  Our flight was initially delayed for maintenance. After waiting 2 hours, it was delayed further and towed to maintenance across the field. We received a text notification of the cancellation and all of the staff for the flight disbursed without giving us any directive or information. We did not know where to go to retrieve our baggage or if we would be booked onto a new flight. The link sent to us by Frontier only gave an option for cancel and a refund, which I submit for. Frightened we would be stranded in ATL, I booked a car rental for $70 and decided to make the 13 hour trek home. I was finally able to confirm where to retrieve our bags where we sat in wait for nearly 90 minutes and a full 2 1/2 hours from the cancellation notice. Our rental was canceled for a no show and the only available option was another company for $300! My husband contacted Frontier directly where they disconnected the call after he waited 60 minutes on the phone and did not contact him back. This is poor customer service and I am determined to impact as many possible with my complaint. UNACCEPTABLE

  Business Response

  Date: 04/08/2025

  Hello ******, 
  
  Thank you for contacting Frontier Airlines. We have received your communication with the BBB and appreciate the opportunity to handle your experience on your booking ***, with a flight on ***, from X** We regret to hear that your flight was delayed and later cancelled and recognize the extra expenses incurred for this event along with the customer service we provided for your case. We are here to help 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. Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers.
  
  We understand you are flying with us because you have somewhere to be at a certain time. That's a reasonable expectation! We know flight disruptions can be frustrating, but safety is our top concern, and periodically our flights have to be modified due to different reasons. In your case, your flight X** was delayed due to maintenance and later cancelled due to air traffic control. It is never our intention to cause you inconvenience when you travel because we want you to have a comfortable experience with us.
  
  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.
  
  In this case, we refunded on X** the amount of $XXX and $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.
  
  Additionally, I would like to share with you the details of the vouchers on your booking with you. As a customer service gesture for your experience, we have issued each passenger on the reservation a $XXX voucher that they may use towards future Frontier travel! These vouchers can be used towards airfare, taxes, fees, or optional services (e.g., seats, bags). Below is the list of passengers and their corresponding voucher number.
  
  The vouchers expire on ***, but you do not have to fly by then; travel just has to be reserved before the expiration date. Further information can be found at the end of this email or at our website: ****************************************************************************.
  
  Thank you for contacting us again, and we look forward to welcoming you on future Frontier flights.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************
  
  ************************************************
  
  ************************************************
  Please read the following voucher Terms & Conditions before redeeming. All vouchers:
  Expire 90 days from the date of issue. [NOTE: There are no restrictions on travel dates.]
  Are not redeemable for cash
  Are not transferable and must be redeemed in the name of the customer to whom it was issued. [NOTE: The name on the new reservation must be identical to the name on the voucher.]
  Can only be redeemed once. Any remaining value is forfeited upon redemption. If your voucher does not cover the full value of your purchase, any remaining balance due must be paid by credit card.
  
  
  ************************************************
  
  
  Ready to redeem your voucher? Just follow these simple steps:
  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 and select "Apply Voucher.

• Initial Complaint

  Date:03/31/2025

  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 flight and the day before got sick. I sent in paperwork from the urgent care I had went to and was told Id hear back from them in 48 hours and that was 3/25. It is now 3/31 and not only have I not heard back from anyone, I am now being told that it will take up to 7 business days. If that was the case, why wouldnt I have originally been told that instead of me having to reach out days later? Absolutely NOBODY contacted me telling me that and if I wouldnt have reached out, I wouldve never known.

  Business Response

  Date: 04/08/2025

  Hello ********,
  
  Thank you for contacting Frontier Airlines regarding your concerns on your flight from X** We have received your correspondence with the BBB and information requested of your reservation. We apologize for the issues presented with your hosts due to the information provided regarding the timeframe for our response. We comprehend that you would like to receive assistance and compensations after these events. I am here to assist you and address your concerns.
  
  Firstly, we are sorry to hear that your customer service experience regarding the information provided when contacting us turned different as expected. In Frontier we strive to ensure that our customers have a positive experience when flying and contacting us. We apologize that your experience did otherwise. We are responsible for ensuring that we provide the highest level of support and we are continually working to improve this aspect of our service. Thank you for sharing your experience with us.
  
  Reviewing our system, we were able to see that after the voluntary cancellation of your flight, we have issued a travel credit in the amount of $XXX on ***, expiration date on ***, and it is ready to redeem. To use a credit from a reserved flight, simply book your new flight on our website. Once you reach the payment screen, select "Credit with Frontier" and enter the confirmation code from the original booking (BKNYGE) for the credit. For further instructions you can always check the next link:
  
  *************************************************************************
  
  Please remember, credits are most often issued with a 365-day redemption period and must be redeemed prior to the expiration date. However, travel can be booked as far out as Frontiers published schedule allows (use a credit that expires this month to book travel departing in 6 months). Based upon the terms and conditions, extensions are not allowed. The name on the new reservation using the credit must match the old reservation exactly.
  
  Additionally, as we comprehend your concerns and events experienced regarding the timeframe provided for the response of your request, as a costumer service gesture, I have issued a $XXX voucher that can be used towards future Frontier travel. Vouchers cover airfares, toward taxes, fees, or optional services (e.g. seats, bags). The voucher expires on ***, but you do not have to fly by then, travel just has to be reserved before the expiration date. Further information about vouchers is at the end of this email.
  
  We appreciate your time for contacting us and we want to assure you that we will always be available to help you with anything you need.
  
  Regards,
  
  ******
  Customer Relations Specialist
  **********************
  
  ************************************************
  Please read the following voucher Terms & Conditions before redeeming. All vouchers:
  Expire 90 days from date of issue. [NOTE: There are no restrictions on travel date.]
  Are not redeemable for cash
  Are not transferable and must be redeemed in the name of the customer to whom it was issued. [NOTE: The name on the new reservation must be identical to the name on the voucher.]
  Can only be redeemed once. Any remaining value is forfeited upon redemption. If your voucher does not cover the full value of your purchase, any remaining balance due must be paid by credit card.
  ************************************************
  Ready to redeem your voucher? Just follow these simple steps:
  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, and select "Apply Voucher.

• Initial Complaint

  Date:03/31/2025

  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.

  March30 flight was delayed by 2 hrs at lax to Charlotte * stop to mco(*******) was told to find my own way home from mco once I arrive because theyre two hour delay caused me to miss my connecting flight to *********. I had to pay an additional ****** on another flight with another airline just to get home. They should be covering for that. They shouldve found me that flight. I shouldve not had to pay an additional money on top of what Ive already paid them just so I can get home they couldve found me another flight from *** to ********* at that time once they new I was not going to make my connecting flight from *** to Mco 4*46 and the missed flight *446 that they didnt refund me and the cost of the new plane ticket that was made last minute so I could get home which was on American H34323*3*3738303*3037H last minute just so I could get home or I would have been stuck in ******* for 2 days since there was no flights everything was sold out

  Business Response

  Date: 04/08/2025

  Hello ******,
  
  Thank you for reaching out to Frontier Airlines regarding a flight disruption. We are sorry to hear you had to experience a delay in your travel plans which it caused you to miss a connecting flight and leading in an additional expenses. We appreciate the opportunity to help you with this matter as soon as possible, and Im pretty sure we can address your concerns. In order to assist you with this matter. I would need some extra information from you, and more importantly, we need to comply with our customer privacy policy. For security reasons, we kindly ask that you provide us with two (2) of the following:
  
  Record Locator
  Passenger First & Last Name
  Last 4 digits of 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 travel agency (if booked through a third party)
  Flight Number
  Passenger Date of Birth
  
  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
  **********************

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction Nov 29 2024 Flights:Feb 15/Feb 18 I have been trying to reach customer service it took them 2 months to get back to me. Then they said they can find are names but no booking information. I'm a disabled veteran an my money, is very budgeted.

  Business Response

  Date: 04/08/2025

  Hello ****,
  
  Thank you for reaching Frontier Airlines regarding your concerns with your flight from x** , flight #xxx on nxxx We're sorry to hear about the inconveniences with your previous flight. We understand the impact of this situation on your travel plans, and we would like to assist you in order to attend to your case. We have received your correspondence/communication with the BBB and we want to assure you that we're always available to assist with anything you need.
  
  I'm more than happy to address your concern today. You have come to the right place. We are sorry to hear that your recent experience contacting us was not adequate. I want to assure you that we value your feedback and take it seriously. We are committed to providing our customers with the best care in the air and on the ground.
  
  At Frontier, we strive to provide a travel experience according to the expectations of our customers at the moment of booking with us, and sometimes, this objective could be affected by unexpected situations. We know that delays are frustrating and represent an important disruption in your schedule, but ensuring safety and security during the travel, as well as sticking to the proper guidelines in order to offer the best possible experience to all of our customers on the flight is a priority. In this case, due to weather issues, your flight was affected. We know this unforeseen situation had a significant impact on your itinerary and we want to properly attend to your case. We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events. You can find this information in the following link: *************************************************************************;
  
  While reviewing the confirmation code ***, our records showed that the reservation was tagged as no show. This tag is automatically assigned by our system when customers miss the cutoff time at the airport, fail to check in, board the flight, cancel, or rebook. Failure to show up on time for a ticketed flight forfeits the value of your ticket, including optional services such as luggage and seats, and we are not liable to process a refund. We invite you to review the section "Cancel a Ticket": ********************************************************************************;
  
  In case you have any additional questions, you can visit our website at ******************************************** where you will find useful information on the most common questions about Frontier services. 
  
  Remember that you can always contact our *********************************** 24/7 via chat at ***************************************************************** or WhatsApp chat at ************. I hope you find this email helpful. If there is anything else that we can do for you, do not hesitate to share any other comments or concerns via email.
  
  Thank you for contacting us. We hope to have the opportunity to serve your travel needs in a future flight with us.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CONFIRMATION CODE: RJ476K I will be brief, but this situation cannot go unnoticed A few years ago, my husband booked our vacation tickets to the ****************** with Frontier Airlines, the only direct flight from ***** at the time. Having recently undergone surgery, he preferred this option. On our return day, while traveling with our two small children, we received a cancellation notice. We tried calling Frontierno response. At the airport, no representatives were available, and the next flight offered was a week later. We had to buy lastminute tickets with Copa Airlines and pay for extra nights at a resort. Frontier only refunded the return portion, leaving us with a huge financial loss. Due to a family health crisis, we had no energy for legal action, but we never used Frontier again Fast forward to this past Sunday I had to travel to ***** with my family. Flight options were limited, so I reluctantly used my expiring $400 vouchers and booked Frontier, hoping for improvement. The Miami-Houston flight was fine, but today, as we headed to the airport for our return, we got a two-hour delay notification. Then, another messagethe flight was canceled. The only option? A flight **two days later**, with no hotel, no meal vouchers, and no transportation. My husband and I have work, and my child has medical exams that we can no longer afford due to this unexpected expense, directly jeopardizing my childs health. Frontier offered only a $71 refund**, though we originally paid $1,200. The cheapest last-minute flight cost $1,409 I begged for any alternative, any route, any layoverbut the slow chat assistant just repeated: We cannot do anything. These are the options. See you next Tuesday. No Frontier **** at the airport. Families stranded, kids crying, restaurants closed. I have screenshots, videos, and photos** proving everything. If necessary, I will post everything publicly and take this to court for **all damagesfinancial, emotional, and professional.

  Business Response

  Date: 04/08/2025

  Hello *******, 
  
  We have received your correspondence as submitted to the BBB and appreciate the opportunity to respond. 
  
  I am sorry to hear that you were unable to travel as planned on ***.
  
  Upon reviewing your reservation, we see that your flight segment was affected by an uncontrollable cancellation due to air traffic control. 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 flight segment. In this instance, we have issued a refund in the amount of $71.92 to the credit card on file. We ask that you allow 7 business days for the refund to reflect to your account. 
  
  Also, we have reissued the $XXX  voucher that was used at time of booking with new expiration of X** We have included the redemption details below for your convenience. 
  
  While we understand that travel did not go as planned, we must respectfully decline your request for additional compensation for the alternate airline tickets purchased. We do appreciate your feedback, 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
  **********************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23138882
  
  I am rejecting this response because:

  The first time we used Frontier was in 2021. At that time, they were the only airline offering direct flights to the ******************. The other airlines had layovers in ******, and since we were traveling with young children and my husband has a hip prosthesis, we decided it was worth paying more (yes, Frontier tickets were more expensive) to fly direct. We arrived at our destination without major issues.
  On our return flight a week later, while heading to the airport, we received a message that our flight was delayed. We spent hours at the airport with no Frontier representatives in sight. Then, we received another message saying the flight was canceled, and the next available flight was a week later. We had to find another resort to stay at from Saturday to Wednesday and buy new tickets with Copa Airlines (with a layover in ******). Frontier gave us only a $100 voucher per person.
  We never used Frontier againuntil last week when I needed to fly to ***** on Sunday. There werent many flight options, and the schedules were terrible. The Frontier flight was the most reasonable, so I decided to give them another chance, thinking they might have improved. I paid $1,200 for a round-trip ticket and used the $400 in vouchers that were about to expire.
  The outbound flight was fine, but on the way back, the flight was delayed and then canceled. We went to the Frontier counter, and they told us the next available flight was in two days. I explained that I couldnt wait because my son had an exam, and we needed to work. I asked who would cover hotel, food, and transportation costs. Their response? Dont you have family or friends who can help you? I have this recorded.I had to buy new tickets with American Airlines for $1,409.

  Ive already filed a complaint with the **********************, the *** here, and Ive hired a lawyer but they simply dont care. I have everything recorded and documented with screenshots.
  They want to refund me just $71, even though the next available flight was two days later. I wouldve had to pay again for a hotel, food, transportation, etc., because they dont cover anything. I spent $1,200 on the round-trip tickets with Frontier, and then had to spend another $1,409 with American Airlines just to get back.
  We created a TikTok, online communities, and weve gathered thousands of people including chemotherapy patients who were left behind for days, people who got sick, and other outrageous cases.
  They will get what they deserve. I wont stop no matter what.
  This time, I wont let it slide, I tried to get my money back, but They are evil theyre trained to s**** you over.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight booked for 2/15/25 was changed by Frontier so that it would be arriving 2/16/25 instead. That timing did not work for us so we had to cancel. According to Frontier policy we should get a refund since they changed the flight arrival day. The flight was booked using a flight credit and additional payment. Frontier refunded the additional payment. They would not refund the flight credit amount. A customer service *** advised over the phone that a flight credit would be issued for the remaining about that was paid for with a flight credit.The flight credit originated with a flight that was booked for 2/20/24. My father died on 2/14/24, so we had to cancel that flight. I provided the death certificate and they issued the flight credit, which I used for the 2/15/25 ***********, they claim that I cannot receive a flight credit, only a voucher, and the voucher expired. Flight credits are good for 12 months and multi-use, and vouchers only 90 days and single use. Their own policies say clearly that I should be able to get a flight credit back when I used a flight credit for booking.I also paid extra to Frontier for trip flexibility/refundability. But it seems that didn't help me at all.I wanted to receive the flight credit but they refuse, and the amount of hassle and the poor level of customer service has been unbelievable. ****************** needs to refund the amount of $830.75.

  Business Response

  Date: 04/08/2025

  Hello ********,
  
  Thank you for reaching out Frontier Airlines Customer Relations, about your flight booked on February 15, 2025 from GRR to RSW, we are very sorry that your flight have been affected for an schedule change, we can imagine how this impacted your travel plans. We are here to help you and provide you assistance about your case.
  
  We understand the difficulties this kind of unexpected situation can represent for your itinerary, and we assure you it is never our intention to cause a situation that could affect your travel experience with us.
  
  Please be advised that, in this case, your travel credit with booking code X** was issued with a X** expiration . The credit information is shown below:
  
  Considering the above, your travel credit has been renewed as a quota. Please note that, in accordance with our guidelines and policies, we cannot issue the travel credit in this case, as it expired last year. In this case, we cannot issue the travel credit for a full year because, as mentioned above, the credit was initially created with a 3-month expiration date. Based on this information, you can enjoy the voucher benefits within the established deadline. Please note that you can use this voucher to pay: flight fares, seats, bags, taxes, and fees.
  
  The voucher has been renewed for the value of $XXX to use toward future Frontier travel. Your voucher expires on X** You do not have to fly before the established date, but you must book your travel before the voucher expires. 
  
  To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.
  
  We hope this information is helpful and has answered your questions. We hope you can enjoy the benefits this voucher offers and hope to see you boarding your next flight soon, so we can provide you with a better experience.
  
  Kindly,
  
  Customer Relations Specialist
  **********************