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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

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:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hello Michauna,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to sincerely apologize for the difficult experience you and your mother encountered when trying to board your flight from ******* to *********. Its truly unfortunate that you faced such a challenging situation, especially considering your documented anxiety distress. I can only imagine how unsettling it must have been to feel unsupported and to witness the behavior of the flight attendants. Your comfort and well-being are important to us, and I appreciate you bringing this to our attention.
  
  I have reviewed and I see that you were able to speak with a team member and as discussed, you were provided a refund in the amount of $XXXX back to the card ending in XXXX on April 15. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  I see that as exception, you were sent a $XX voucher per passenger, however, in our effort to regain your trust and encourage you to give us another opportunity, I have voided those vouchers and as a one-time exception, I have instead issued a $XXXX voucher to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us.
  
  Voucher #XXXXXXXXXXXXXXXX- ******** ******* - Expiry date 07/13/2025
  Voucher #XXXXXXXXXXXXXXXX- Michauna ********* - Expiry date 07/13/2025
  
  These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  Your experience matters greatly, and I want to ensure that your voice is heard. 
  
  Thank you for your patience and understanding during this time.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Im sorry to hear that your flight from ****** to *******, scheduled for March 23, was delayed and ultimately cancelled. I understand that the rebooking option offered two days later was not suitable for you, especially since you had already made accommodations in ******. Given that you were traveling with your children, I can see why you chose to book with another airline. Additionally, I understand that no hotel accommodation was provided despite assurances made at the counter. We recognize your request for reimbursement for your expenses, and we are here to assist you with that.
  
  I see that you contacted us on another incident #INC-XXXXXXXXXXXXXXXX on which you were offered a reimbursement for your hotel stay for a maximum amount of $XXXX and as well, you were given $XXXXvoucher per passenger as one time exception. 
  
  I can confirm that a reimbursement for in the amount of $XXXX was requested. Note that processing takes approximately 3-5 weeks and is mailed. 
  
  Note that your vouchers for $XXXX are available until June 20, 2025.  I'll share with you the terms and conditions that were sent along with the voucher number:
  
  Voucher XXXXXXXXXXXXXXXX; Passenger Name : **** *******; Value : XXXX; Expiry Date : 6/20/2025
  Voucher XXXXXXXXXXXXXXXX; Passenger Name : ***** ********; Value : XXXX; Expiry Date : 6/20/2025
  Voucher XXXXXXXXXXXXXXXX; Passenger Name : ***** *******; Value : XXXX; Expiry Date : 6/20/2025
  
  Can be applied to cover the airfare only; cannot be used towards taxes, fees, or optional services (e.g., seats, bags).
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for multi-use until the remaining balance is zero or until the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  Any remaining balance due on a booking made using a voucher must be paid by the customer using a valid form of payment. 
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

  Hello Khamani,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond regarding your recent travel experience with us on March 30th, 2025. We sincerely apologize for the inconvenience and frustration you encountered during your trip, especially given the circumstances surrounding your travel.
  
  We understand how important it is for our customers to have a smooth and hassle-free journey, and we regret that our baggage policy caused you additional stress during a difficult time. It is our goal to provide excellent service, and we are sorry to hear that our team did not meet your expectations.
  
  Regarding the baggage fee you were charged on your return flight, we appreciate your feedback and will review this matter internally to ensure that our policies are applied consistently and fairly. We understand that you have flown with us before without issue, and we are committed to addressing your concerns.
  
  In a friendly context, all airports have the same luggage sizers for the downstairs and upstairs floors from check in and gates, and because passengers occasionally purchase items on the way to the gate, adding weight to their personal bags after checking in the sizer's downstairs, certain changes will be required.
  
  We provide up to three announcements at the gate requesting travelers to verify their bags against luggage size. If the dimensions of the personal bag exceed the limit, it must be deemed a carry-on and charged as such. We provide recommendations on spot in paying for luggage online in order to save money overpaying at the gate. Furthermore, we show "what fits" and "what doesn't" in real time. Even up to 10 minutes before departure, our personnel will allow passengers to pay online. If it's too late by then, we'll have to charge the standard gate price for the personal baggage that exceeds the specifications as a carry-on if the bag doesn't fit correctly in the sizer.
  
  The airport defines the sizes for carry-on and personal belongings, and the dimensions vary between airport stations, and the airport employees will advance with the appropriate approach and application costs at the time of the gate check based on their discretion. For each personal bag that exceeded the dimensions and was categorized as a carry-on rather than a personal bag, you were charged $XXXX.
   
  To assist you further, we will refund for the baggage fee you incurred. We have refunded the following amount and details displayed below:
   
  Last 4 digits of card:XXXX
  Amount: $XXXX
  Type: MasterCard
  Date refund was issued: 04/16/2025.
  
  Please allow us 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  Once again, we apologize for the inconvenience you experienced and appreciate your understanding. Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Kindly, 
  
  ***.
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/15/2025

  Hello ***, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Im sorry to hear that the cancellation of your flight on February 13 resulted in the loss of your hotel reservation in *********, as well as additional expenses incurred at a casino in ******* while you were waiting for your flight. I understand that being rebooked on a connecting flight was not an ideal solution for you. Given these circumstances, you would like to request a refund for your flight.
  
  Our records indicate that the flight was uncontrollably cancelled due to Air Traffic Control. At Frontier Airlines, we strive to provide reliable and timely service to all our passengers. Unfortunately, in this instance, situations our of our control led to the cancellation of your flight, which prevented us from delivering the travel experience you expected and deserved.
  
  Our **************** Plan states that given the nature of uncontrollable events, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. I see that your flight was rebooked and boarded, based on this, a refund is not applicable. 
  
  Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: *******************************************************************************  
  
  While we cannot provide a refund, I see that you were sent a $XXXX voucher by our customer service team. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date. 
  
  Voucher #XXXXXXXXXXXXXXXX - *** Back - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - ******* Back - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - ******* ****** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - *** ******** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - ***** ******** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX - *** ***** - Expiry Date: May 12, 2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************   
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to sincerely apologize for the difficulties Fifi experienced with the recent flight on April 2, 2025 when she was trying to travel from ****** to *************. It is truly concerning to hear about the lack of communication regarding the flight delay and the subsequent challenges you faced in securing a new ticket. I understand that you had to incur into additional expenses on a new ticket and you'd like to receive a refund. 
  
  I see that her flight departed on time and was not affected by a delay. 
  
  I reviewed Fifi's reservation and it appears that her initial flight, with a payment of $XXXX, was marked a late arrival on which normally tickets are deemed to be a NoShow Cancellation and canceled. Nevertheless, I see that she was provided with a rebooking, on which she was charged a fare differences plus a $99 change fee ($XXXX). Those fees, as per terms and conditions are non refundable. See our change policies here: *************************************************************************
  
  I see that as one time exception, she was provided with the change fee of $XX back to the card ending in XXXX on April 3, 2025. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  Based in our terms and conditions, no further refund is due. 
  
  We understand this may not be the outcome you were anticipating, and we are truly sorry to disappoint you. We appreciate your understanding and hope for the opportunity to exceed your expectations on a future Frontier Airlines flight.
   
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/21/2025

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

  Customer Answer

  Date: 04/28/2025

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

  Business Response

  Date: 05/08/2025

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

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23160571
  
  I am rejecting this response because:

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

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

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

  Business Response

  Date: 05/22/2025

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