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/FSS

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

• 

  Frontier Airlines, Inc.

  7912 Ne Airport Way Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  5300 Riverside Drive Cleveland, OH 44135

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:06/11/2025

  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.

  On June 9, 2025, my husband and I traveled on Frontier Airlines Flight #**** from ************* (SFO) to ******* (ATL), with a connecting Flight #**** to ****** (EWR) scheduled for June 10 at 7:38 AM. Despite following all instructions from the airline, we were misdirected due to a serious communication failure.We received an email with incorrect gate information, stating our connecting flight would depart from *******. In reality, the correct gate was E42nearly a 25-minute walk across multiple terminals. We rushed across the airport to reach the gate, only to find the flight had already departed.When we sought help from the gate agent, she told us to wait a second and entered the aircraft. She left us waiting for over 20 minutes with no updates or support. During that time, we missed an alternative 8:10 AM flight to ******** that we could have boarded if not delayed by the agents inaction.Customer service was unreachablewe were left on hold indefinitely. When we approached the Frontier ticketing counter at ***, a manager named ***/**** *** refused to help. He walked away mid-conversation and handed us a generic customer service card. We were left stranded without assistance.We had no choice but to purchase tickets on another airline at our own expense, costing us over $600 to reach our final destination. At ******, we were told our checked bags had arrived hours earlier, but due to Frontiers policy of not staffing the baggage claim area between 12 PM and 6 PM, we were unable to retrieve them. We spent hours searching the airport for a Frontier employeenone were present.This ordeal caused financial loss, emotional exhaustion, and serious disruption to my husbands professional obligations. The experience was physically and mentally draining.We are requesting a full refund for our Frontier tickets, & reimbursement for the $600+ we paid to rebook.Frontiers conduct throughout this situation was unprofessional, irresponsible, and unacceptable.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair 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.

  The flight occurred April 17 on flight 2800. I bought my ticket and paid for bags weeks in advance. At no point when you book your flight does it say anything about a cut off time for checked bags, nor does it say on the baggage page online. I get to the bag-check 55 minutes ahead of time ( this is a 2 terminal airport). And they state they have cut off checked bags even though a line of people already paid were still there to check a bag. I had stuff in my bag that couldnt be carried on or left behind. They said theres nothing they can do. There was no other fight options, nor was there a place to mail items to my destination. They would also not help me in changing my checked bag to a carry on and said I could do that with the flight attendant. Went to the desk with the anttendant and they said I could get a refund if I filed it online but Id have to buy another bag and pay gate price which was now $100 (even though I already paid for a bag). I filed for a refund online and still have not received any corresponded or any offer to help and no refund.

• Initial Complaint

  Date:06/10/2025

  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.

  On 2 May 2025, I made reservations for flights on ***************. The return flight was with Frontier Airlines. That same evening, I received an email from Frontier Airlines with the subject line, "Your booking has been cancelled." The email explained that my booking with Frontier was cancelled. I've enclosed this email with my dispute. The next morning, I called *************** & confirmed that my booking was cancelled. I also cancelled the departing flights (with *****) as I was within the 24 hour cancellation period. I then called Frontier Airlines' customer assistance line (via Skype) &, after a lengthy wait, confirmed a second time with their personnel that my reservation had been cancelled & that I would not owe Frontier Airlines for any flight. I could not have done more due diligence in the 24-hour period available for cancellation. I received no other communication from Frontier. When I saw Frontier still had a charge on my card later, I reached out to Frontier. They searched by my card number & told me that I had a separate reservation about which they had not previously sent me any information. I explained that they had cancelled my reservation & told me so in writing and verbally. They remained unwilling to remedy the situation. Evidently, a system error occurred where they rebooked me at an increased fare and then provided no notice of this after telling my the flights were cancelled. Frontier Airlines cancelled my first reservation and told me so verbally and in writing. They then booked me a separate reservation at an increased rate with no authorization from me and no disclosure about this second booking. I never had the opportunity to cancel it because they never disclosed it. They had no authorization to run my card for a second booking. Two system errors occurred: (1) they reran my card without authorization and (2) they failed to send any notice of rebooking after sending notice of cancellation.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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 am trying to book a flight on Frontier Airlines phone app using miles, but have been unsuccessful for the past week. My frequent flyer miles number is: ***********. When I try to book, an error pops up stating my birthdate in my account profile does not match my frequent flyer number account holders birthdate. I am the only one listed on my account. When I go to my account, I notice a birthdate of **********, which is obviously not my birthdate and it is grayed out not allowing me to change it. Which is preventing me from booking my flight. I run into same issue when using different devices and different browsers. When I try calling Frontier for assistance, a message states they are only providing support via text message. When they text me a link, I answer their preliminary questions (my name and account info), and wait for an agent. After about an hour, someone finally responds but then ends the chat message immediately after stating hes ready to help me. This has happened twice within past week. Today I drove to **************************** to see if a Frontier Agent at Airport could change my birthdate, but they could not. Nor could they book my ticket using miles. So frustrating.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  The flight is to take place 6/21-6/24 I needed it changed to 7/19-7/22. I made the in May the original dates were in May. In May, I changed a flight originally scheduled for that month, intending to move it to July. I paid the required change fee and believed I had successfully rebooked the flight. However, due to a cognitive issue related to my disability, I mistakenly selected a date in June instead of July.Once I realized the error, I contacted Frontier Airlines customer service to explain the situation and asked for assistance in correcting the date. I informed them that the mistake was caused by my disability, which affects my ability to process dates accurately. Despite this explanation and the fact that I had already paid one change fee, I was told I would need to pay a second fee to fix the mistake.I find this response unacceptable. It showed no consideration for the medical context I provided and no willingness to offer even basic flexibility or understanding. I was not asking for a free service, only for the second fee to be waived due to a genuine error caused by a documented medical condition.I believe this reflects a lack of appropriate accommodation for individuals with disabilities and an unwillingness to act in good faith toward paying customers. ******************'s refusal to assist not only caused me financial stress but also emotional frustration, as I felt dismissed and unsupported.I am requesting that Frontier Airlines be held accountable for this lack of accommodation and that policies be reviewed to ensure that travelers with disabilities are treated fairly and with respect.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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 requested a wheelchair for my husband when I bought the tickets months ago, as he just got out of surgery right before this flight. We were the last ones on after waiting over 45 minutes for a wheelchair. Witnessed a women with vision impairment and a cane get out of a wheelchair to use the restroom and when she came back an airport employee had taken her wheelchair. I tried to get the attention of a worker coming in with a wheelchair because by this time I was getting afraid we'd miss our flight. When I tried to tell her the predicament, she rudely cut me off and told me to wait. When we finally got to the tunnel leading to the plane, one of the airport security personnel made a disparaging comment about another passenger (who was on an oxygen tank) weight, saying "he needs to get on ***** *****", because he was having trouble getting up from his wheelchair to get to his seat. When we got to the seats on the first row that I paid $206 extra for, we were told we would have to move to the back because my husband needed a seatbelt extension, and that wasn't allowed in the first row, even though the flight before (also frontier) didn't have an issue, and we had the exact same seats. This was even after my husband was able to get the belt to fit without the extension. If the people in row 2 hadn't agreed to switch us, we would have been squeezed in the back, with risk of my husband's stitches reopening, which I did explain to the flight attendants.

• Initial Complaint

  Date:06/10/2025

  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.

  On May 7 I had a flight booking from ****** to ******* with a layover in ****** with Frontier. It was a booking for myself, my husband, our toddler with her own seat, and our infant son in my lap. Upon arrival at the flight on June 9th, they told us my husband would not have a seat on the flight because he was low-priority. We were a family of 4. I do t see how they had to split up the family. But ok, so we end up splitting up, infant with me, toddler with daddy. They end up saying oh just kidding, we have a seat for him! So they take his carseat and stroller for our toddler, check it under and have our toddler sit in her seat and bring my husband on to 6B... only....6B already has a passenger in it. So then they say just kidding, the flights full again, please get off. So my husband leaves with our toddler again.... except this time they kick him off, DIDN'T return his carseat and stroller and take off. NOW, he is stranded in ****** with our toddler with no carseat, no stroller, and I ended up having to push 2 strollers, carry the carseat, plus my bags through ****** because they failed to give it back. I had strangers coming up to me saying I was carrying too much alone out of shock. They then tell my husband the next flight they can get him and my daughter out on out is 4 days later. Then unceremoniously leave him in the lurch, offering a pathetic $100. That doesn't even cover food for 4 days, let alone the fact that they stole his stroller and carseat from him so now they can't even legally drive because he has a toddler! After calling in, they claim that there was no overbooking and are gaslighting him and that there was nothing wrong or overbooking noted in the system. They're even gaslighting us and saying he wasn't even on the booking to begin with. Which is hilarious because how did my confirmation number print out his boarding ticket along with all of ours? How did he make it through ***? Their customer serv. is gaslight central and dont want to help.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  Purchase date: May 20th Plane ticket total: $180.96 Car rental total: $90.48 On June 1st 2025 I was supposed to fly from *** (***********) back to my home in *************. I arrived at the airport at 12pm and was immediately told that my flight would be delayed until about 7pm; even though this information was not available when looking at their website. I waited and waited with them further delaying the flight 2 more times and then eventually cancelling the flight. I was told that there were no more flights to ***** for another 3 days and that my only other option would be to fly to *******. I asked at the desk if I would get a voucher for the car rental that I would have to take since my car was at ******************* and I would have to drive from ******* to ***** to pick it up. I was told they were not giving vouchers but to reach out afterwards to be reimbursed. I have reached out to Frontier on multiple occasions each time being told something different. I have filed a claim with them with my receipts and was told I would get a response within 48 hours. This was over a week ago. When I call the company I am only directed to message with them, and the issue never gets resolved.

• Initial Complaint

  Date:06/10/2025

  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.

  We booked a flight months in advance from ********* to ****** on June 10th and then from ****** back to ********* on June 15th. When we arrived at airport check in, we were informed by the agent that our flight had been cancelled, yet we never received an email from frontier, and our booking was still showing our flight as on time (and allowing us to check in even though it was supposedly cancelled days ago). There were no more flights to ****** so management suggested we look for flights on other airlines, but day of tickets are much higher priced and management told us they could not compensate us for the difference in price even though we only had to pay it because of frontiers error and incompetence. We ended up calling frontier, but they said all they could offer us was a refund and some 75 dollar vouchers (which we dont plan on using as we dont trust this airline to provide an acceptable product). We ended up having to drive nine and a half hours to ******, eating up two of our vacation days, costing us the amount we prepaid for airport parking, costing us the deposit for our car rental, and causing us to miss 3 college visits we had planned. We are thoroughly upset that we had to pay for frontiers error and were not compensated further for an issue that was completely caused by the airline and given minimal effort to resolve. We are now out of both money and vacation time that we spent our PTO on.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair 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.

  We flew from Sea-Tac to *** on June ******. We arrived 2.5 hours early to make sure we got to our gate on time. We stood in line at the ticket counter along with about 100 other passengers waiting on an agent to check our bag in. The agent, from what another airline told us, was an hour late. When we finally got to the counter the agent told everyone if you checked in online and have your boarding pass on your phone. Take your checked luggage with you to the plane. My husband and I had several items in our checked luggage that we knew could not go through carry on procedures. We told the agent this bd he said he was done for the day and would not be assisting anyone else. He told us he would call the gate ahead and security that passengers would be bringing their checked baggage. At this time boarding of our flight had begun and we had yet to go through security. At security they confiscated 1 knafs knife lander 2-$140, 1 demco knife ed20- $220, ********** knife $50. Total of $410. I am waiting a reimbursement for the item that where taken due to the Frontier agents inability to do his job. We did everything correctly and packed the item in the checked luggage wrapped in plastic. These items were the because we were made to bring our luggage to the gate ourselves and not taken by Frontier staff.