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:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

  Hello *****, 
  
  We have received your correspondence as submitted to the BBB and appreciate the opportunity to respond. 
  
  I am sorry to hear of the difficulties that you may have experienced when scheduled to travel on March 30, 2025, from ****** to ******** 
  
  Upon reviewing the reservation, I see that the flight was scheduled to departure from ****** on March 30, 2025, at 08:50 pm. Our systems show that the flight was affected by an uncontrollable delay of 772 minutes due previous Air Traffic Control which affected crew legalities. We understand delays can be frustrating, and we work to resolve them as quickly as possible. I sincerely apologize for any disruption this caused to your travel plans. 
  
  Our guidelines for cancellations, diversions, and delays are based on our **************** Plan. Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
  
  When considering air travel, passengers should consider the possibility of flight delays, diversions, or any other flight irregularities. We encourage passengers to have a plan of action for any health, sensory, dietary, or other needs in case a flight does not depart or arrive as scheduled.
  
  In these situations, Frontier would provide the options to rebook on the next available flight, or a refund would be granted upon request of the unused segment. After the delay was resolved, we can confirm that check-in was successfully completed online, and a digital boarding pass was printed prior to the departure time. Additionally, we have documented that the requested wheelchair service was provided, ensuring that you were able to board the aircraft without any issues.
  
  It is Frontier's responsibility to assist passengers with disabilities, in accordance with the ******************************* (DOT) regulation 14 CFR 382.91(b) You must provide or ensure the provision of assistance requested by or on behalf of a passenger with a disability, or offered by carrier or airport operator personnel an accepted by a passenger with a disability, in moving from the terminal entrance (or a vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight. Or from the gate to the terminal entrance (or vehicle pick-up point adjacent to the entrance) after an arriving flight. Frontier did not violate this part of the regulation in ****** on March 30, 2025, as service was provided. If you wish to report this incident or pursue enforcement actions with the **************************** (***), it is within your rights to do so. This complaint will be counted in our summary of written complaints that we provide annually to the **************************** (***).
  
  As a goodwill gesture, it is noted that a $XXXX voucher was provided and is available for use towards future Frontier travel until July 2, 2025. While we acknowledge your request for refund, we must respectfully decline as travel was boarded and completed. 
  
  Please know that we have taken your feedback seriously and have made it a focus in our ongoing efforts to improve our service. Rest assured; your comments have been shared with our management team for internal review. However, any outcome would remain confidential.
  
  We sincerely apologize for any inconvenience this may have caused and hope for you to use the voucher provided to give us an opportunity to create a better travel experience for you in the future. 
  
  Kindly, 
  
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/08/2025

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

  Customer Answer

  Date: 04/09/2025

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