Complaints

This profile includes complaints for Frontier Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/08/2025

  Hello *******, 
  
  We have received your correspondence as submitted to the BBB and appreciate the opportunity to respond. 
  
  I am sorry to hear that you were unable to travel as planned on ***.
  
  Upon reviewing your reservation, we see that your flight segment was affected by an uncontrollable cancellation due to air traffic control. We understand delays can be frustrating, and we work to resolve them as quickly as possible. I sincerely apologize for any disruption this caused to your travel plans. 
  
  Our guidelines for cancellations, diversions, and delays are based on our **************** Plan. Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket.
  
  When considering air travel, passengers should consider the possibility of flight delays, diversions, or any other flight irregularities. We encourage passengers to have a plan of action for any health, sensory, dietary, or other needs in case a flight does not depart or arrive as scheduled.
  
  In these situations, Frontier would provide the options to rebook on the next available flight, or a refund would be granted upon request of the unused flight segment. In this instance, we have issued a refund in the amount of $71.92 to the credit card on file. We ask that you allow 7 business days for the refund to reflect to your account. 
  
  Also, we have reissued the $XXX  voucher that was used at time of booking with new expiration of X** We have included the redemption details below for your convenience. 
  
  While we understand that travel did not go as planned, we must respectfully decline your request for additional compensation for the alternate airline tickets purchased. We do appreciate your feedback, and hope for you to use the voucher provided to give us an opportunity to create a better travel experience for you in the future. 
  
  Kindly, 
  
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23138882
  
  I am rejecting this response because:

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

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

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/08/2025

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

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a flight. Frontier canceled last minute not due to weather. Can not reach anyone by phone or chat no one calls back. Unable to manage flight on app. Lost time from work attempting to change flight to get home **** no one picks up phone or chat ask for manager said call another # no one picks up that call either. Out $500 to change flight due to their ignoring all calls & chats

  Business Response

  Date: 04/15/2025

  Hello. 
  
  This request was previously resolved on with the following information provided
  
  " Dear  *******,
  
  Thank you for reaching out to Frontier Airlines about your refund request. I understand that your flight from ***, was cancelled. due to uncontrollable event. I am aware that you rebooked the flight from X** We are sorry that you are having a hard time to contact our customer service. We apologize for any inconvenience this may have caused. I am glad to assist you with your request.
  
  Upon reviewing your reservation, it shows here that you purchased an economic ticket, which is non-refundable.
  
  Furthermore, your reservation was rebooked, and the travel between ***, is completed. I am sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket.
  
  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.
  
  For real-time assistance, you may contact our chat support agents that are available 24/7 via our website by clicking "let's chat" ***********************************************************;
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Your patience and understanding are very much appreciated with this matter."
  
  Please refer to Incident XXX
  
  Sincerely,
  
  Customer Relations Specialist.
  **********************.

• Initial Complaint

  Date:03/30/2025

  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.

  Hello,I need to file a corporate complaint. My husband had a terrible incident on a recent trip from *** to ******** this past Friday. The day of the flight he was able to upgrade his seat online due to availability. Fifteen minutes after sitting down a man came to his seat, and told my husband and the person sitting next to him they were changing his seats. My husband asked why do we need to move. The agent said *** my boss is telling me we need to do this. My husband said can I speak to your boss and the agent said no.He was sitting in 6A and was moved to seat 30. He paid for the upgrade, was humiliated infront of other people and moved all the way to the back to an uncomfortable seat. I want to file a formal complaint and need for his airline ticket to be refunded. We were told from the agent he spoke to that the agent that moved him should never had done that.

  Business Response

  Date: 04/08/2025

  Hello!
  
  Thank you for contacting the ***************************** and provide us with your concern. I am sorry for this experience.
  
  I fully understand the situation and the emotions that may arise due to this experience. I would like to start by sincerely apologizing for this experience , which may have affected your perception of the level of service that Frontier wants to provide and may have also caused your plans to not go as planned. Please accept our sincere apologies. It is crucial to let you know that our intention is to assist you with whatever you require, we are at your disposal in order to best address your concern, and that you allow us the chance to better serve you in the future.
  
  However, as a verification process in order to properly handle your case, and for the privacy and security of our customers, we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passenger's 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
  
  Once you send us these pieces of information, we can address your request. We appreciate your assistance in advance.
  
  Regards,  
  
  Customer Relations Specialist  
  **********************

  Customer Answer

  Date: 04/17/2025

  Reservation Confirmation Code: AYGS7S
  -Passenger's First and Last Name: ****** ****
  -Last 4 digits of the credit card used to purchase the ticket: 0112
  
  ****** **** JR
  

  
  

  Business Response

  Date: 04/29/2025

  Hello ******!
  
  Thank you for contacting the ***************************** and provide us with your updated regarding flight #XXX from ***.
  
  In reference to the assistance received at the airport, I want to assure you that we value your feedback and take it seriously. Frontier has a hard-earned reputation for providing excellent customer service, and it's disappointing when we receive reports of anything less than that. However, we are grateful you brought this to our attention and we appreciate insights from valuable customers like you as we continually work to improve our product and service every day. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. We want you to have a great experience while traveling with us, so these comments help us make the necessary improvements and ensure a smooth experience for all our passengers.
  
  Responding to your flight refund request I understand you would like a refund and have taken some time to review your reservation. I am glad to see that you were able to successfully complete your trip from XXXX, *** despite the temporary disruption. Since you were able to use your ticket to complete travel, we are unable to honor your request for a refund in this case.
  
  Refund eligibility is detailed in our Contract of Carriage and Ticket Terms and Conditions, which can be found at the following links:
  
  Contract of Carriage: ***********************************************************************;
  Ticket Terms & Conditions: ******************************************************************************;
   
  I would like to take this opportunity to inform you on XXXX dollars was processed to the *** The refund will take seven business days to be completed. It may take a few more days depending on your bank's processing time. This amount is related with what you paid for the seats not taken.
  
  Thank you for contacting us and for your understanding, we know this may not be the outcome you were expecting but we look forward to welcoming you onboard soon.
  
  Sincerely,
  
  Customer Relations Specialist.
  **********************.

  Customer Answer

  Date: 06/04/2025

  Im not pleased with the airlines approach on this issue.I believe they should reimburse my flight  due to the horrible experience, and false advertisement. Not only did they humiliate me when I asked to speak to a manger by saying no, and saying I could off board the flight they left me with no options. I was attending my nephews wedding that day. They falsely listed a seat as available, I paid for it , and then they moved me to a horrible seat at the back of the plane. They didnt move me to the original seat I had prior to the upgrade. You would think they would want to make things right with the customer.
  
  Sent from my iPhone
  

  
  

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight delayed 6 hours( had us on 3 different planes in that time) told us to take our luggage off and the next flight is in 4 days, had us on 3 different planes, both were on takeoff runway before they said it was an emergency maintenance issue. (They were about to fly us in the sky)Seeking a refund on my flight, they were u apologetic gave no email, never returned my calls. Pending litigation and credit card dispute soon. Looking for them to contact me but yet to have that happen.

  Business Response

  Date: 04/01/2025

  Hello 

  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I will be happy to address your concern. 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 
  
   We appreciate your cooperation and look forward to hearing back from you. 

  Customer Answer

  Date: 04/30/2025

  
  ************
  ********************************
  ********************
  Priceline booking
  
  Flight number 
  DDNUJZ
  
  
  
  passenger date of birth *********
  (Iam her boyfriend and she is a law student, if any of this info is not correct we can hop on a call or Ill send a email) 
  
  To sum it up frontier treated us horribly, and a few weeks later that same plane had a serious incident. I can go in detail on a call as this is a big story that every passenger relates to first hand.
  
  First: plane was on runaway with maintance issue, about to take off. Then it comes back and we transfer hours later to a second plane, that plane has the same issue, the 3rd plane comes back hours later and they fly it anyways. We were told we were going to be there for 4days. Frontier has treated us horrible and the ride was so rough. The negligence of maintance on this very aircraft almost costed us our lives. This isnt the full event but I can hop on a zoom call with my attorney if needed.
  

  
  

  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 concerns.
  
  First and foremost, I would like to extend our sincerest apologies for the significant delays and the inconvenience you experienced during your recent flight. It is unacceptable for our passengers to face such disruptions, and I understand how frustrating it must have been to be placed on multiple planes and then informed of an emergency maintenance issue. On behalf of Frontier Airlines, I take full ownership of this situation and want to assure you that we are committed to addressing your concerns.
  
  I want to acknowledge your feedback regarding the lack of communication and support during this incident. We strive to provide our customers with timely and effective assistance, and it is clear that we fell short in this instance. Your experience is important to us, and we take your comments seriously.

  I am pleased to inform you that our Customer Relations team has resolved this issue under incident number XXXX. As a resolution, we have issued travel vouchers for both you and XXXX, each valued at $XXXX. The details are as follows:

  Voucher Code: XXXX
  Passenger Name: XXXX
  Expiry Date: XXXX
  
  Voucher Code: XXXX
  Passenger Name: XXXX
  Expiry Date:  XXXX 
  
  Please remember this voucher cover fees , taxes and additional services such as ( seats, bags) 
  
  How to use the voucher on the following link: ****************************************************************;
  
  Electronic Travel Vouchers may be applied toward the purchase of any Frontier flight: 
      Can only be applied to cover the base fare of the flight; cannot be used towards optional services (e.g., seats, bags), fees, or 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. 
      Travel must be booked within XXXX 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. 
  
  To make a future reservation using your voucher, visit ******************************* and find the flights that work for you! Continue through the booking steps to the payment screen. Once all of your travel information is entered, choose Have a Voucher from Frontier? Add Voucher Here. Enter the VOUCHER NUMBER  where prompted. We will then electronically ticket your reservation and send a final confirmation via email. You do need to book travel before THE EXPIRATION DATE FOR THE VOUCHER GIVEN ; however, you do not have to fly by that date.  
  
  We wish you well and look forward to serving you on a future flight. 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23136591
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 05/21/2025

  Ive not accepted the offer for frontier because they operate there business unsafely and will never attend there flight again. I need a refund not one that requires me to reside there services once again. 
  Plus the refund value isnt even the value we have spent. Ive attached the emai
  

  
  

  Business Response

  Date: 06/04/2025

  Hello ****,
  
  Thank you for getting back Frontier Airlines.
  
  I am truly sorry to hear about your experience and understand your feelings regarding safety and your decision not to fly with us again. Your safety and comfort are our top priorities, and I regret that we did not meet your expectations. I am sorry to hear that you are not satisfied with the resolution that was provided. It is never our intention to be insensitive to our customers opinions regarding their experience with Frontier Airlines.
  
  I also understand your frustration regarding the refund request of your flight. We have carefully validated the information, your flight XXXX from XXXX to XXXX on XXXX was delayed XXXX hours and XXXX minutes. 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.
   
  We respect your refund request; however, as our customer service plan states: 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. More information about controllable and uncontrollable delays, diversions, or cancellations can be found at the following link in Section 12: ******************************************************************** your boarded flight is not eligible for a refund.
  
  Only as one time exception, we have voided your exiting $XXXX voucher per passenger: XXXX and XXXX and I have issued a new travel voucher for $XXXX per passenger, this voucher is valid for XXXX days for the full fare of the flights, taxes, fees and additional services. To use a voucher, simply book your new flight on *************************. Once you reach the payment screen, select "Frontier Voucher" and enter the voucher number.
  
  Voucher number: XXXX
  Expiration date: XXXX
  Voucher under: XXXX
  
  Voucher number: XXXX
  Expiration date: XXXX
  Voucher under: XXXX
  
  Please Note
  Vouchers are not redeemable for cash.
  Vouchers are valid for XXXX days 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.
  
  We look forward to have the opportunity welcoming you aboard soon. Stay safe and have a nice day.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23136591
  
  I am rejecting this response because: it doesnt meet bare minimum of expectations and is missing important info. Also have not even gotten a coherent response since then, all botted responses with vouchers, we do not will not ever ride with frontier. We want our money back. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/30/2025

  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.

  This isn't an airline, it's a criminal conspiracy. First, it is impossible to contact them--they do this deliberately to engage in endless fraud. They not only disconnected all actual human response their chat doesn't work. I have wasted 4+ hours trying to reach someone to address this. Even if you somehow find an email address, they do not respond, ever.I had a promo code for a reservation I booked using code freebag, that was supposed to include free seat reservations. But it tried to charge me when I booked the flight. The reservation # is JGZNPG. I would not have booked the flight without this--this is as always just fraud. There were NO conditions on using the free seat option, which I know they will try to use as an excuse. Every single thing this airline does, from extortion over nags that fit to fraudulent promises, is abusive.

  Business Response

  Date: 04/08/2025

  Hello *******,
  
  Thank you for reaching out to Frontier Airlines regarding your concerns with your upcoming travel from X** respectively. We understand your inquiries based on the difficulties at the moment of managing your reservation, and we're sorry to hear about the difficulties experienced trying to contact us to address your inquiries concerning the promo code used for your trip. We assure you that it is never our intention to cause any situation that could affect your travel experience with us, and we would like to assist you in order to address your concerns.
  
  Based on our records, we have verified your reservation with the confirmation code JGZNPG and noticed that a FREEBAG promo code was applied to your trip. In this case, we want to let you know that with this code, you can get a free checked bag for your flight. It is important to clarify that this code is available only for new bookings at **************************************** and in our Frontier mobile app. To receive promotional pricing, you must enter the promo code FREEBAG during new flight purchases. You can confirm additional information for further reference by following the link attached: ****************************************************************;
  After reviewing your reservation, we have confirmed that this promo was applied successfully and a checked bag has been added to your trip. We want to let you know that this offer is limited to one free checked bag per person, per direction. Since we have confirmed that your flight consists in a layover trip, this benefit will be applied on both legs of the travel. However, although we understand your concerns, it is precise to inform you that this code is valid for a checked bag. Seat assignment is non included to this promotion.
  
  Addressing your concerns, we would like to clarify that prepaying for a seat is the only way to guarantee your desired seating location. Nonetheless, this fee is never required as you always have the option to take whatever remaining seat is available, on the day of travel, free of charge. If you do not select a seat, you will randomly be assigned a seat from the remaining selection at check-in. 
  
  Although we understand your concerns, and we would like to assist you within our possibilities, we must inform you that since we have confirmed that your reservation is currently active and the promo code was applied correctly, we're unable to honor your compensation request.
  
  We appreciate your loyalty as a member and we want to assure you that we will always be available to help you with anything you need.
  
  As a friendly reminder, your check-in process is going to be available 24 hours prior to your departure time and we suggest you be at the airport at least 2 hours prior because the counter closes 60 minutes before take-off, be at your gate 45 minutes before the flight as boarding begins, and gates, 20 minutes before the flight. Your economy tickets include a personal item for free size 14"H x 18" W x 8"D., We're sharing with you the following link where you can find more information about optional services such as carry-on: ****************************************optional-services 
  
  We are grateful you took the time to contact us, and we hope to have the opportunity to serve your travel needs in your upcoming flight with us.
  
  Regards, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23135852
  
  I am rejecting this response because: this is always with Frontier fraudulent nonsense. The promo code included free seating assignment. The only way to deal with this criminal company is to take legal action, which is what i will do next. They have been sued over and over for this kind of fraud--gross misrepresentations, shakedown at the airport over bags already paid for,  extortionate behavior at every level. I will never interact with these abusers again after I take them to court.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/30/2025

  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 booked a flight through Expedia with frontier airlines. During the booking I paid to upgrade to be able to select seats. Two days before I the flight I checked the seats and other information and all was well. The morning of the flight my daughters seat changed. When we went to board I brought this to the attention of the attendant at the desk. His name was *****. He said that we would either have to just board or wait until after everyone else boarded to help us. I explained that the the seats were changed that day and that I didnt feel comfortable with my daughter sitting separate. After I asked if we could change them before we board he then said. If u dont move out of the way I wont let u board at all. When he said that my two kids who are going on spring break were standing behind me. At no point during the conversation did I raise my voice, become confrontational or threaten anyone. However, ***** threatened me and my family to not be able to take a flight we paid for? For no reason? Our flight was delayed and it was stated there was no time to deal with this while we were boarding. As the customer- if anyone should be frustrated or worried about the flight being delayed it is me. I spoke to the pilot and flight attendant on the flight who apologized but at the end of day my daughters seat did not change and sat alone. Our first day of vacation was tainted by this experience. I reached out to frontier directly and was told that they would give me a voucher. I dont want a voucher I want an apology and a refund for the flight. Frontier offered no remediation other than vouchers that would ensure future business from the consumer.

  Business Response

  Date: 04/08/2025

  Hello ******!
  
  Thank you for contacting the ***************************** regarding flight #**** from ********** to ***** on March 29, 2025. I am sorry for this experience.
  
  I fully understand the situation and the emotions that may arise due to this experience. I would like to start by sincerely apologizing for the experience you and your family had, which may have affected your perception of the level of service that Frontier wants to provide and may have also caused your plans to not go as planned. Please accept our sincere apologies. It is crucial to let you know that our intention is to assist you with whatever you require, we are at your disposal in order to best address your concern, and that you allow us the chance to better serve you in the future.
  
  In reference to the assistance received at the airport, I want to assure you that we value your feedback and take it seriously. Frontier has a hard-earned reputation for providing excellent customer service, and it's disappointing when we receive reports of anything less than that. However, we are grateful you brought this to our attention and we appreciate insights from valuable customers like you as we continually work to improve our product and service every day. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. We want you to have a great experience while traveling with us, so these comments help us make the necessary improvements and ensure a smooth experience for all our passengers.
  
  Responding to your flight refund request I understand you would like a refund and have taken some time to review your reservation. I am glad to see that you were able to successfully complete your trip from ********** to ***** on March 29, 2025 despite the temporary disruption. Since you were able to use your ticket to complete travel, we are unable to honor your request for a refund in this case.
  
  Refund eligibility is detailed in our Contract of Carriage and Ticket Terms and Conditions, which can be found at the following links:
  
  Contract of Carriage: ******************************************************************
  Ticket Terms & Conditions: *************************************************************************
  Can I get a refund if I cancel my flight? *************************************************************************************
  
  As a friendly reminder, your check-in process is going to be available 24 hours prior to your departure time and we suggest you be at the airport at least 2 hours prior because the counter closes 60 minutes before take-off, be at your gate 45 minutes before the flight as boarding begins, and 20 minutes before the flight, boarding ends. We're sharing with you the following link where you can find more information about optional services such as carry-on: ********************************************************
  
  Thank you for contacting us and for your understanding, we know this may not be the outcome you were expecting but we look forward to welcoming you and your family onboard soon.
  
  Sincerely,
  
  Customer Relations Specialist.
  **********************.

• Initial Complaint

  Date:03/29/2025

  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 was supposed to take a flight from DEN to *********** on 03/28/25 at 4:39 PM. I received an email from Frontier that my flight has been changed to next day 03/29/25 at 6:40 AM. This caused my whole trip to go left and right with the reservations of stay and transportation. I somehow managed everything and made it to DEN next morning at 5:30 AM. As soon as I found my tunnel and got to the Kiosk the time was 5:38 but the kiosk wouldnt work. We asked the manager and supervisor to help and they transferred me to the agents to speak to them. The line to agents was too long and wasted 20 mins to get to an Agent. We finally got a hold of agent and they said its too late to check in a bag, even though I had already checked in online multiple hours ago, I just had a baggage drop. The person in front of us had their flight at 6:50 and even though he didnt make it to their 60 min policy still made it to the flight. I feel discriminated against, we tried to speak to the manager multiple times trying to tell her that were getting delayed because of the line but she completely ignored us. My partner and I are fasting for Ramadan and are stranded on DEN Airport until we pay $285 flight difference for the next flight which is 9 Hours Later. This behavior from the supervisor and manager was very inhumane. I hope my complaint doesnt go unaccounted so more people dont have to face this issue. I dont anyone to cry like my partner and I are on the airport because our basic rights through U.S law were violated. Thanks,******* *****

  Business Response

  Date: 04/15/2025

  Hello Shanoor, 
  
  We have received your correspondence as submitted to the BBB and appreciate the opportunity to respond. 
  
  I am sorry to hear of any difficulties that you and your family may have experienced on March 29, 2025, when scheduled to travel from ****** to D.C. and hope to provide clarification. 
  
  Upon reviewing your reservation, I see that your original date of travel was for March 28, 2025, from ****** 4:32pm. However, check-in for the original flight was never completed online or at the counter. Our systems show that you reached out to our ************* Chat team at ******* on the date of departure to request the flight to be moved to the following day on March 29, 2025, for 6:40am. As a customer service gesture, changes were made at no additional cost. 
  
  Frontier requires passengers and their baggage to be checked in at least 60 minutes prior to departure. Once a flight is closed, our agents are unable to reopen the flight to print boarding passes or check in baggage. Our records show that check-in for your flight was completed online, however, arrival to the Denver counter was 6:11am before scheduled departure of 6:40am. As arrival was past the 60-minute cutoff time, our counter personnel were unable to complete baggage check-in requirements. This should always be communicated in a professional manner, and I apologize this was not the case.
  
  In these situations, Frontier would provide the option to rebook on the next available flight, however, a change fee of $99.00 per passenger and fare difference may apply.  Our records show that you a refund in the amount of $XXXX was returned to the credit card on file on March 29, 2025, as a customer service gesture. 
  
  Based on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriously. Frontier has a zero-tolerance policy for any acts of discrimination, and all passengers are subject to the same terms and conditions, which are agreed upon when booking on Frontier. Our station personnel are responsible for enforcing our policies to ensure fairness across all passengers.
  
  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 appreciate your feedback and hope to welcome you on board a future Frontier flight. 
  
  Kindly, 
  
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/28/2025

  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.

  My cousin passed away last month. So I booked a flight for myself and my son to attend the funeral. We were sent to a different gate and missed the flight. My son was interrogated by the *** ***** at the ticket booth that used psychological tactics to tell us it was our fault that we missed the flight. After more trouble with the airline finally our tickets were changed to make it out this month for the deceased cousins birthday. My sons plans has changed so he can not make it. I was able to authorize permission for his ticket to be refunded to my account. The *** that registered my refund was very cooperative However after learning the refund amount of $168.43 the call was disconnected and irregularly the customer service *** ***** call back. I called then I was told that the refund was processed. This morning the refund was applied to my card and short an even $35. I called back and got the rum around as to why I received the amount of $133.43 instead of $168.43. The *** **** even went through the measures of breaking down the amount improperly to sway me into giving up on the remainder of the money. I explain to her that I am not taking any losses and I took a big enough loss losing my family and not making it to his funeral. I asked her ***eatedly for a supervisor and finally she put me on hold long enough to get one. The supervisor *** reviewed the notes without asking me any questions and dived in to support his team member. I explained to him that before doing that a good leader would ask the consumer more about the issue before trying to escalate the problem. When I started explaining what happened of course the call was dropped. Minutes after I was sent an refund invoice amount to reinforce the missing amount. Meaning he knows it was wrong and doesnt care. This is an emotional disappointment to my family. Frontier ***** even compensate us for all of our trouble. Im so done with them! Below are photos proving the flight, change, and refund amount.

• Initial Complaint

  Date:03/28/2025

  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 want to respectfully respond to you guys by saying you robbed us of $450 as there is no better way to put it. The fact the you guys continuously hide behind unjust policies is beyond absurd and down right WRONG. The fact that youre ok with charging hardworking families $450 for 2 I repeat 2 40lbs bags shows lack of compassion empathy amongst other things is incredible unbelievable and astonishing. You guys charged us $160 for carry ons we did not have as we were informed that we could not take our two bags on the plane which had to instead be checked in which we did only to thsn be charged an additional $250 because the bags were allegedly over weighed which the werent. We feel as if we didnt ask for much only asked for $160 which to us is fair simply because we paid for carry on services that we did not use because as u stated which checked the bags in instead so basically you guys are continuously telling my family and I that your ok with charging us with services that were not rendered. Disappointing to say the least we are not happy with the result and will be most defenitky escalating this matter Date of incident: March 26, 2025 at approximately 11:40 am at **************************** You guys are known for these outrageous baggage policies throughout the world and it heartbreaking to have experience them first hand. Again I will be exculpating this matter more so because of the ethics involved rather than the money that was involved. Good day to you all This is explaining this issue Im basically forwarding the email I sent them

  Business Response

  Date: 04/08/2025

  Hello ****,
  
  Thank you for contacting Frontier Airlines with your experience during boarding your flight and collecting bag fees. We appreciate the opportunity to help you with this matter, and I am confident we can find a solution together.
  
  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
  **********************