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:03/28/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 booked a flight elpkqr From the 9th of August to 16..Flight was confirmed and paid for I recieved an email saying flights was cancelled When I called back per the email said to contact the airlines. Frontier said that the flights were cancelled and they have to refund because nothing else available. So I was left without a choice. I NEVER cancelled anything....I would like to know why my flight was cancelled into the first place and why I cannot get a flight rebooked. This is unreal that they are blaming me for canceling a flight which I never did. Then tell me they have nothing and they will give me a credit. I am very appalled with this level of service and will be reporting to ************************ as well...I need a flight similar to price and dates...this is unreal I have screenshot of my entire conversation with agent. I don't understand why I was bumped off a flight and blamed for cancelling when I never ever cancelled and Frontier canclled my flights on their own initiative. I booked a hotel and now I have to eat my own cost and from my rental car etc. Why would frontier cancel my flight that wa booked in August. And why should I have bear the consequences. I contacted customer service after I saw an email in my inbox and they stated that I can rebook . Upon them searching nothing was available, so Frontier offered me a measly $300 credit that expires and in the meantime I'm out for lodging and transport which was already booked when I booked my flight initially. Why would you cancel so abruptly. Is it because the flight was overbooked? Is it because you are not running that flight? Why because as of now you are blaming me and said i approved cancelations when I DID NOT. I need it rebooked on the same flight for the same price. I am reporting this to the *** so they are aware of Frontier canceling flights and blaming it on consumer saying I was the one that approved when clearly I did not. Then when I call back to discuss, no options avail

• 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.

  Please see the attached document for details regarding my problem. I have filed two complaints with Frontier Airlines, but both customer relations specialists have been unable to resolve the issue. Please forward this BBB complaint case to the senior management team at Frontier Airlines. This is not only about a refund but also a concern regarding the security of the booking system used by Frontier Airlines.Thank you.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain about my money loss and inconvenience incurred because of the connection flight cancellation by Frontier Airlines on February 27, 2025, under confirmation #ZF533J. My husband and I booked this flight F9 4076 (from *********** to ******* ATL) and the connection flight F9 1670 (from ******* to *******/**********) to attend my nephew's wedding. While waiting at the gate for our connection flight, Frontier Airline informed us that the connection flight was cancelled for that night. Because of that we could not attend the long awaited wedding function. We were retuned to origination airport ********We contacted the **************** team by chat on March 13, 2025 and Mr. ***** from the ** team offered us a travel credit of $200 each. Additionally he promised a refund of $175.00, a part of our already paid $357.87 for our three days hotel stay in **. Mr. ***** also asked us to upload all the expense receipts on the 'Frontier refund' link to get a refund for all the expenses incurred due to flight cancellation (copy of the transcript of the chat is attached). We got a reply that Frontier will not honor any of those expenses. Our expenses incurred was $529.06 for which I am attaching the receipts. Frontier airline is engaging in fraudulent business practice by giving disingenuous promises. I would like to request you to help us resolve this issue. Thank you. **** *****

  Business Response

  Date: 04/08/2025

  Hello Cicy,
  
  Thank you for contacting Frontier Airlines regarding your refund request due to a disruption on your connecting flight from X** We are really sorry to hear your flight was affected by an unexpected cancellation and you were unable to attend my nephew's wedding. We really know the impact of this disruption may have caused to your travel plans. We always want our passengers to have a smooth, a great experience and be able to reach their destination as planned. We assure you that it is never our intent to disappoint or inconvenience our customers' itineraries. We understand you are requesting a reimbursement of $529.06 for the expenses incurred. We appreciate this opportunity to address your concern; we are glad to assist you with this matter.
  
  Based our research, the connecting flight X** was delayed by 159 minutes due to maintenance reasons, then was cancelled due to flight operations, both were within our control. Once more we sincerely apologize for the difficulties you encountered with these irregular operations. If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. Since the cancellation was a controllable situation, you are eligible to have a reimbursement for hotel expenses. You can find this information in the following link, section 14: ********************************************************************.   
  
  We must kindly inform you that we will only be able to reimburse you up to $XXX for a hotel room and transportations 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. 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. 
  
  Thank you again for contacting us;  We look forward to hosting you on a future Frontier flight. Rest assured that we will do our best to provide you with an enjoyable experience in the future! We appreciate your cooperation in this matter and look forward to hearing back from you soon.
  
  Best regards,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23121019
  
  I am rejecting this response because: The Frontier customer service agent agreed to me that $175.00 will be compensated towards my hotel expenses. I am attaching the chat communication (and highlighted the $175.00 compensation offered) for your review. 

  Thank you.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/27/2025

  Type:Billing 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 told i couldnt pay for my bags online before my flight that i only could pay the 99 dollar fee, but i was still able to pay online

  Business Response

  Date: 04/02/2025

  Dear *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to us regarding your recent experience. I sincerely apologize for the confusion and frustration you encountered with the purchase process for your bags. It is our goal to provide clear and accurate information, and I regret that we fell short in this instance. I understand how important it is to have a smooth and straightforward experience, especially when it comes to travel arrangements. Your feedback is invaluable. I will surely continue assisting.
  
  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 
  
  Thank you for your patience.
  
  Best regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/27/2025

  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.

  On March 23rd I flew with Frontier airlines and they lost two golf bags on my reservation. I was flying on a 1.5 hour flight from ************ ** to ************* **. One has since been returned to me, but the other is still missing. Luckily I have an airtag on the bag and can see that it is now in *********, ******. The odd thing is, Frontier does not fly to *********. Frontier also claims to have no idea where the bag is and no ability to find it or get it back. The golf clubs are extremely expensive and almost brand new and I have no way to recover them despite knowing exactly where they are. The customer service process with ****************** is out of control - there is no live human to talk to, and when you talk to a text bot they keep messaging back and forth, passing me from one to the other and not saying anything helpful. If you DO get a 24-hour call back (I have a 50% success rate) they are so extremely unhelpful and unwilling to do anything.

  Business Response

  Date: 04/08/2025

  Hello *********,
  
  We have received your correspondence/communication with the BBB. Were sorry to hear that your golf bags did not arrive with you in ************* and certainly understand your frustration that they have not yet been returned to you. 
  
  We do see that you have an open claim with our *********************** X** They will continue work with you on a resolution for the mishandling of your golf bags. If you have any questions, feel free to direct them toward our Central Baggage Office.
  
  Thank you for choosing Frontier Airlines, *********. Despite this incident, we hope to reunite you with your golf bags and for another opportunity to welcome you onboard in the future! 
  
  Sincerely,
  
  Customer Relations Specialist 
  **********************

  Customer Answer

  Date: 05/08/2025

  Id like to reopen this claim. Frontier told me theyd refund the fee I incurred from having to get my bag shipped on my own dime and they have not. See below and attached - this is not resolved and Frontier is an actual scam airline. 

  Business Response

  Date: 05/20/2025

  Hello *********,
  
  Thank you for reaching back out. We're sorry to hear that your baggage claim has not yet been resolved. 
  
  At this time, we have asked of our ********************** to follow up with you about this refund inquiry. They should be in contact with you in the next few business days. 
  
  Thank you for your continued patience, *********. 
  
  Sincerely,
  
  Customer Relations Specialist 
  **********************

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My siblings and I booked with Frontier as their times worked best for us and we had to get to ******* for our aunts death. I booked two different reservations on 3/15 for a total of 6 passengers. We flew to ******* without any issues however flying back home was a complete nightmare. Frontier Airlines had mechanical issues with the flight. And after ***** mins from when the plane should have departed Frontier Airlines cancelled our flight and washed their hands of the problem. We were told the flight was canceled and we needed to get our luggage from the carousel and rebook. They didnt accept responsibility and left us at our own funding a different airline to get us home. I tried calling Frontier to get help and they refused to help over the phone, their associates at the airport werent any help either. Basically I was forced to spend $2718.08 to book with Southwest Airlines that evening. Once we boarded that plane it was hit by a truck so we had to evacuate. We were forced to stay the night at ***** just because Frontier didnt assume the accountability to get its passengers to its destination. I would like assistance in getting the refund of $814.92 which I show its a credit for future travel with Frontier Airlines. I want my money back as I will never again fly through their Airline. Since we didnt fly I also want all the money they state is non-refundable. They dont make anything easy. I have requested a call back but no one has called to resolve this issue.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/12/2025 my cellular device was taken to purchase flights without my permission. Once noticed I immediately contacted the company who told me that they could cancel and offer me a flight credit but not the funds back and to contact my banking institution who stated they provided documents that no error occurred. The amount was $995.92. My name is not listed on anything with that flight information which should be fully reimbursed to me.

  Business Response

  Date: 04/01/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for taking the time to share your experience with us. I want to extend my sincerest apologies for the distressing situation you encountered regarding the unauthorized purchase of flights using your cellular device. I can only imagine how frustrating and concerning this must have been for you, especially given the significant amount of $XXX involved. It is completely unacceptable that your device was used without your permission, and I understand the importance of resolving this matter. I understand that your banking institution stated that no error occurred on their end, which must have added to your frustration. I appreciate you reaching out to us and providing feedback, I will surely take a look into your concern and assist further.
  
  We have received your refund request and reviewed your reservation.  It appears you have submitted a chargeback request with your bank which cancels your refund request with Frontier Airlines. The bank chargeback is a 90-day process after we receive the request from your bank.
  
  At this time, all questions related to the Frontier Airlines purchase should be directed to your bank. Your bank will notify Frontier Airlines of the decision regarding the chargeback request you made. If your chargeback is declined, and your purchase was eligible for a refund, we will proceed to request and resolution from the department in charge. However, if your refund request is declined and does not fall within our refund policy, please note that a refund will not be issued after the 90-day period. 
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23120676
  
  I am rejecting this response because:
    My banking institution stated that my chargeback request had been denied and to refer back to the merchant for a refund. 

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

• Initial Complaint

  Date:03/26/2025

  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 booked Frontier flight JL292R (****** to *************, May 3, 2025, connecting in *******) well in advance. The flight was rescheduled multiple times, then completely canceled. Frontier only offered a refund no rebooking options were available leaving me stranded with a return flight but no way to get there. Their website shows no alternative flights near that date.I believe this is deceptive. I booked early for the price and schedule, but now Im forced to rebook elsewhere at a much higher cost. This feels like a bait-and-switch tactic that violates trust and fairness.I am requesting that Frontier either rebooks me at no extra cost on a comparable flight or offers additional compensation for the disruption and inconvenience.

  Business Response

  Date: 04/02/2025

  Dear *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for reaching out and sharing your experience regarding your recent flight booking with Frontier. I sincerely apologize for the frustration and inconvenience you have faced due to the multiple rescheduling and eventual cancellation of your flight reservation . I understand how disappointing it must be to have planned your travel well in advance, only to find yourself without a viable option to reach your destination. Your concerns about the lack of rebooking options and the impact on your travel plans are completely valid, and I appreciate you bringing this to our attention. I assure you that your feedback is important to us, thank you for taking the time to share it.
  
  I am really sorry to hear that your travel plans were impacted by an unexpected schedule change and subsequent cancellation. We always strive to deliver our customers to their destinations smoothly, and we share your disappointment when things don't go according to plan. We must inform you that whenever schedule changes over 3 hours occur, we offer the option to change your flight without fees or cancel for a refund. In the event of no alternative flights available, we will issue a full travel credit or a full refund back to the original payment method on the reservation.
  
  We understand you had to purchase another mean of transportation, I must inform you that Frontier Airlines does not provide compensation or refunds for flying with another airline for schedule changes that are made in advance. Our Contract of Carriage states:  

  Liability Limited - Frontier will use reasonable efforts to transport passengers and baggage to the purchased destination, but published schedules, flight times, aircraft types, seat assignments, and similar details set forth in the ticket or Frontiers published schedules are not guaranteed and form no part of this Contract of Carriage. Frontier may substitute alternate aircraft, change schedules, delay or cancel flights, change seat assignments, and alter or omit stopping places shown on the ticket as required by its operations in Frontiers sole discretion. Further information here: ***********************************************************************************;
  
  We however understand this has not been the expected experience, as a one time customer gesture, we show a flight voucher has been issued to be used on a future Frontier Airlines flight, find the information for the voucher below:
  
  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.
  
  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 do show a full refund was issued for your reservation for the amount of $XXX back to the card X** Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
  
  Once again, I apologize for the inconvenience this has caused you, and I appreciate your understanding as we work to address your concerns. Thank you for your patience, and we hope to have the opportunity to serve you better in the future.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased round-trip tickets from ******* to ********* to attend a family wedding. On the date of our departure (2/18), we arrived at the airport 2-hours in advance of our flight. The line to check in was enormous and I waited for over 1 hour to reach the agent. By the time I arrived at the agent, she informed me I had to re-book my flight because they would stop accepting bags 1-hour before boarding. I stated there was plenty of time to reach the gate and she informed that that was their policy. I stood on another line to re-book and I was informed that I would have to pay another $500 to re-book. I explained I had already paid for my flight that I was denied access. The agent gave me a ***** number to call. I called the number and waited 20 minutes to speak with an agent. This agent told me it would cost $650 to re-book the flight. I asked to speak with a supervisor and was told he was busy and that he would call me back. I never received a call from the supervisor. I was forced to use my points with another airline to attend the wedding. I believe the agents in ticketing should have made announcements to those waiting on line if anyone had a flight departing within the hour to come forward. There were no announcement or instructions provided.

  Business Response

  Date: 04/01/2025

  
  
  
  Timeline
  
  
  
  Enter a note...
  
  Successfully generated highlights
  
  Highlights
  ?
  The customer experienced significant delays at the airport, leading to a missed flight due to a lengthy check-in line and lack of timely announcements regarding boarding policies.
  After being informed of the need to re-book the flight, the customer faced additional charges of $500 and later $650, despite having already paid for the original ticket.
  The customer is seeking a refund or store credit for the disputed amount of $423.84 due to the inconvenience and lack of assistance from airline agents.
  Copy
  
  AI-generated content may be incorrect. Make sure AI-generated content is accurate and appropriate before using. See terms
  
  Recent
  CC
  
  Created on: 8:49 PM
  Canceled Case Resolution
  
  Case re-activated by
  ***** *******
  , originally resolved by
  from:
  Customer Care D365
  
  
  **********************: ***************************** (*****)
  
  
  
  Modified On: 8:53 PM
  View less
  <
  
  Created on: 8:48 PM
  Sent Email
  
  Email from:
  <Customer Care Mail>
  Closed
  
  To: CON-******-000504
  Subject: Frontier Airlines: ****20******051149-000506
  Description:
  Dear Angel,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the inconvenience and frustration you encountered during your recent travel from ******* to *********. I regret to hear about the delays you faced at check-in and the complications with rebooking your flight. We always aim to provide clear communication regarding our policies and procedures, especially during busy travel times. Your comments about the lack of announcements for customers with imminent departures will be taken into consideration as we continually work to enhance our service. I understand how important it was for you to attend your family wedding, and I regret that you were unable to board your flight, additionally, I am sorry for the challenges you faced when trying to re-book your flight and the lack of follow-up from our supervisor. This is not the level of service we strive to provide, and I appreciate your feedback as it helps us identify areas for improvement.
  
  The regulation for providing refunds for non-refundable fares has not changed and Frontier continues to comply with the DOT's rules regarding refunds. The regulation states that if an airline cancels a scheduled passengers flight, the airline is responsible for providing a timely refund at the customers request. Regrettably, we must inform you that your reservation does not apply for a refund or credit since the flight was performed without any incident.
  
  As a friendly reminder, we recommend following the below airport timeline:
   
  60 minutes before the flight: FLIGHT AND BAG CHECK-IN CLOSES
  30 minutes to departure: BOARDING BEGINS
  20 minutes to departure: FINAL BOARDING
  
  Note: Doors will close 20 minutes before the flight.
  
  Our Contract of Carriage states the following:
  
  "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.)" ***********************************************************************************;
  
  We understand this has not been the expected experience, while we are unable to refund a no show flight or a flight through another airline, we have issued a travel for the non boarded flight through Frontier Airlines, find the information for the voucher below:
  
  This is for full fare, so it can 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 onetime use and cannot be extended if theyre not used before the expiration date.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  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:
  ****************************************************************************
  
  Thank you for your understanding. Thank you once again for your feedback. We hope to have the opportunity to serve you better in the future.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16, 2025, I was scheduled to fly on Flight #**** from ********** (CVG) to ******** (SRQ) with Frontier Airlines. The flight was originally scheduled to depart at 1:05 AM, but it was significantly delayed and did not depart until around 3:00 PM. After approximately two hours in the air, the pilot announced that we were returning to ********** due to air traffic congestion at **************** caused by bad ********** a result, I and my fellow passengers were unable to reach our intended destination. There was no alternative rebooking offered by Frontier Airlines, no accommodation provided for the night, and we were left stranded without a solution. The total travel time amounted to over five hours, with no resolution or alternative flight options, and my entire trip was canceled due to this flight disruption.I had to book a return flight with another airline to return home. Additionally, I had a non-refundable accommodation booking in ******* that I could not use due to the canceled flight. This situation caused significant financial loss and stress, as well as a total disruption to my travel plans.Despite submitting a formal refund and compensation request to Frontier Airlines, I only received a partial refund of $106.98 for the outbound flight. No compensation was offered for the return flight or for the cost of accommodation and other expenses incurred due to the failure of Frontier Airlines to provide rebooking options or any form of assistance.I am seeking a full refund for both the outbound and return flights, as well as compensation for the accommodation and additional expenses I incurred due to the cancellation and Frontier's lack of assistance.

  Business Response

  Date: 04/08/2025

  Hello Chiara,
  
  Thank you for reaching out to Frontier Airlines with your concerns regarding your reimbursement request due to your canceled flight (F9-XXX) from X** We are sorry to hear that you were unable to travel as planned due to the disruption of your flight. I understand that you had to stay at the airport as no other option for travel needs worked, disrupting your hotel reservation in *******. I realize that you would like to be fully refunded and to be compensated for the extra expenses you incurred. Rest assured; I will do my best to assist you. We appreciate the opportunity to help you with this matter and your patience.
  
  Upon reviewing your reservation, I would like to kindly inform you that your flight was canceled due to Air Traffic Control (ATC) flight operations. Airlines rely on air traffic control for direction during takeoff and landing. As with all uncontrollable delays or cancellations, we do not provide compensation or reimbursement for expenses, as ATC holds are out of Frontier's control. We do make rebookings due to our customers flight cancellations, but as it is an unplanned situation, seats purchased for our customers may not be added to the next flight they will take. Here I would like to share with you at link where you can find more information about it: ************************************************************************;
  
  I am pleased to inform you that you indeed were for your whole reservation as of X** We refunded the amount of $XXX to the card ending in X** Here it is: the transaction ID is X** Please note that it may take up to 7 business days for the airline to process the refund and a few more days for the bank to post the funds to your account.
  
  Moreover, I would like to clarify that your reservation, ***, was only a one-way ticket to ********. If you have another reservation with us with your returning flight, please share the reservation code with us for a further review.
  
  After taking a better look into your reservation, one of my colleagues already issued to you a voucher (#XXX) as a customer service gesture in the amount of $XXX. Vouchers cover airfares, taxes, fees, or optional services (e.g., seats, bags). The voucher expires on ***, but you do not have to fly by then; travel just has to be reserved before the expiration date.
  
  You will receive an email where we will explain how you can use and redeem your vouchers. You can also see the voucher instructions at the end of this email.
  
  We appreciate your patience and hope to have the opportunity to provide a better traveling experience in the future. We're here to assist you with anything you need. Thank you again for contacting and choosing us!
  
  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
  **********************
  
  ************************************************
  
  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.
  ******** Apply Voucher.
  
  About your voucher:
  
  Its not redeemable for cash.
  Within 90 days of the date of issue, the voucher must be used to book travel
  There are no restrictions on travel date.
  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.