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.

close

Find a Location

Frontier Airlines, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/26/2025

  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.

  On 03/23/2025, during my flight from ******, ***** to ******** (LGA), with a layover in *******, ******* (ATL), Frontier Airlines lost a bag containing cymbals, two jackets, and 8 pairs of drum sticks, all owned and purchased by me. I have filed a claim through the *************************** customer support portal but have received no response. I, additionally, have called multiple times but have only been directed to the aforementioned website, receiving no substantive assistance or any clarity as to the whereabouts of my belongings. It should be noted as well that, although there was a layover, the exact same plane was used for both flights. Meaning there is little to no reason why any checked bag on this plane should be missing. I am a working musician and the equipment lost is crucial to my ability to make an income and support myself.I am entitled to compensation if my belongings cannot be returned to me in a timely manner. Pricing per missing item (before tax) are as follows:21 inch **************** Ride Cymbal - $499.95 21 Inch ***************** Mega Bell Ride Cymbal - $434.95 ********************************* Hat Cymbals (2 cymbals, purchased as a pair) - $599.95 20 Inch ***************** China Cymbal - $414.95 18 Inch Meinl Byzance Traditional Medium Thin Crash Cymbal - $389.99 19 Inch ***************** Sweet Crash - $429.95 24 Inch Gruv Gear VELOC Cymbal Bag - $329.99 8 pairs of Pro-**** ********** Oak 2B Drum Sticks - $113.98 (Purchased in two bundles, each bundle containing 4 pairs of sticks and costing $56.99)Pro-Mark Travel Deluxe Stick Bag - $39.99 *** ***** Mens Quilted Lined Bomber Jacket - $106 *** ***** Pullover Hoodie - $51 Total Value: $3677.75 (after tax)Under U.S. DOT regulations, airlines are required to compensate passengers for lost baggage. Specifically, 14 CFR ***** states the airline shall be liable for the loss of, damage to, or delay in delivery of baggage or other property transported in interstate air transportation.

• Initial Complaint

  Date:03/26/2025

  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 reserved my bag fees on the Frontier app. It was misleading as I thought it was $74- 41-50lbs $75- *****lbs So I clicked on the ***** thinking, wow only a $1 and I get extra weight Little did I know that it was charging me $152 to get my one 49 lb suitcase to *********. When I was asked to pay for luggage again, when checking in on Sunday, I thought there was a mistake in the app. I went to the ticket counter to show her my receipt. She then explained that it was both charges for one way!On the frontier app before my check out it said want two checked bags free? Apply for our credit card. So I did, the issue was it told me there was 3-10 day delay for processing. I had already paid for my bags to travel there and back (so I thought) but was finally approved for the frontier credit card after I checked in Sunday morning. But because I couldnt add it to my app when checking in because I was not yet approved but was approved before my flight. I showed the Vegas ticketing agent my Barclays frontier screen she said she couldnt waive the bag fees. So she charged me a $29 agent fee just to speak with her and so to get my bag home was another $179. I would like a reimbursement of at least $179 reimbursement since as a card holder 40 lbs should have been free and while on the plane I was offered a promo code of ****** that would give me ****** free miles all I had to do to receive said credit was purchase a pack of gum.After talking to the credit card company it turns out I would have to spend $2000 to get ****** miles and make it to my 1 year card anniversary to get the other ****** miles. I feel completely taken advantage of by this airline. Not to mention there is no one to talk to someone in person unless you have flown or will fly within 24 hours of your complaint or you are an elite card member and Ive been disconnected from the chat twice. My flight number was T147WQ My member number is ***********

  Business Response

  Date: 04/08/2025

  Hello *********,
  
  We have received your correspondence/communication with the BBB. Were sorry for the confusion with the application of our checked baggage fees and appreciate the chance to respond. 
  
  Our passengers have the option to check luggage which are 62 linear inches (including handles, wheels and straps) and up to 40lbs. Should the luggage be greater in size and weight, they are subject to our Oversized and Overweight Checked Baggage fees. More information about these fees can be found here - **********************************************************.
  
  We understand that you are seeking a refund of these charges as you had applied for our Barclays MasterCard. Our records show that your ******** status was updated with Frontier on March 24, 2025. Since this took place after your flight with us on March 21 and March 23, the aforementioned fees would still be applicable. With this in mind, we cannot offer a refund as you have requested. We apologize for any disappointment this has caused. 
  
  Nonetheless, we appreciate the feedback youve provided regarding your overall experience. Your comments have been documented for the appropriate leadership teams to review further.
  
  Thank you for choosing Frontier Airlines, *********. We hope to welcome you onboard again soon! 
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23118635
  
  I am rejecting this response because:

  As you can see by the time stamp on my email and if you actually read my complaint you would see I was approved the morning of March 23rd before my flight home that evening. I showed my paid luggage receipt and my online ******** account to the gate agent. Who said there was nothing she could do and also charged me another $29 just for talking to an agent to check my bags when I clearly thought there was a mistake so I hadnt added them when I checked in online. I should at least be refunded the $74 (because my card should have removed the fee) and the $29 (because I had a receipt that I had paid for luggage and simply was questioning what was wrong). Who in their right mind pays $329 to get one bag from ******* to *****??!?!? My entire flight for myself was $212! 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/25/2025

  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: MY13YS I have been attempting to resolve this issue since 2023, and after countless emails and extensive back-and-forth, I am left with no choice but to submit this formal request once again.On March , 2023, I was preparing to board a flight when I received an email alert notifying me that it had been canceled. There were no airline representatives present at the gate (***), and in their absence, a fellow passenger resorted to using the desk speaker to request assistance. Despite this, no staff arrived to ******* ensure I could still return home, I rebooked my flight via text chat for another departing flight that was boarding at that very moment. However, because I had technically passed the check-in cutoff timedespite my original flight being canceled just ************************************** to pay a check-in fee. The new flight was only one gate away, meaning your team could visibly witness the situation and the confusion it caused. To avoid missing my flight, I reluctantly paid the unnecessary fee.I also confirmed multiple times with the staff that my checked bag would be transferred to the new flight, and I was assured that it would be. However, upon arrival in ******* (after a layover in *******), my bag was missing and could not be located. It ultimately took an entire week for my luggage to be found and delivered to ***** reflected in the chat correspondence, I was promised a refund for my checked bag fee $51.00, yet I have never received it. I have filed multiple claims as instructed, but to this day, no refund has been issued. Despite numerous attempts to contact corporate via email, I have yet to receive a response.I am formally requesting a full refund for both the checked bag fee and the check-in fee, along with an inconvenience fee. The treatment I have experienced as a customer has been unacceptable, and I urge your team to resolve this matter promptly.

  Business Response

  Date: 04/08/2025

  Hello ******,
  
  Thank you for reaching out to Frontier Airlines regarding your full refund request for both the checked bag fee and the check-in fee. We are truly sorry for everything you had to go through regarding the inconveniences caused by the cancellation of your flight. and a missing checked bag which took a week to locate. We always want our passengers to have a smooth, comfortable trip, a great experience and reach their destination as planned. We assure you that it is never our intent to disappoint or inconvenience our customers. We appreciate the opportunity to help you with this matter as soon as possible, and Im pretty sure we can address your concerns. In order to assist you with this matter.
  
  I must kindly inform you that the confirmation code X** does not appear in our system. Therefore, for security reasons and privacy, we kindly ask you to rectify if you provide the correct confirmation code, you may also provide us with two (2) of the following information:
  
  Record Locator
  Passenger First & Last Name
  Last 4 digits of 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 travel agency (if booked through a third party)
  Flight Number
  Passenger Date of Birth
  
  Thank you for contacting Frontier Airlines. We appreciate your cooperation in this matter and look forward to hearing back from you soon. Thank you for choosing Frontier Airlines as your travel partner and for contacting us. We're here to assist you with anything you need.

  Kindly,

  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23116657
  
  I am rejecting this response because: no compensation has been given. 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/15/2025

  Confirmation code MY13YS

  DOB *******

  ************

  ***********************************

   

  Business Response

  Date: 04/29/2025

  Hello ******, 
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  I want to sincerely apologize for the inconvenience you have experienced due to the cancellation of your flight and the subsequent issues with your checked bag. I understand how frustrating this situation has been for you, and I appreciate your patience as we work to address your concerns.
  
  According to our records, you purchased booking X** on ***, you voluntarily added a checked bag to both flights for an additional $XXX. Unfortunately, ***, your flight was canceled, and we rebooked you on the next available flight without any additional fees. I can confirm that you were not charged again for the baggage, as it was rebooked on your new flight at no extra cost.
  
  However, I see that ***, you were charged $25 for check-in and printing your boarding pass. As per our policies, optional services, including baggage and agent assistance fees, are non-refundable once purchased. ***************************************************************;
  
  I understand that you have faced significant challenges during your travel, including the confusion at the airport and the delay in receiving your checked bag. I truly empathize with your situation and the impact it has had on your travel experience.
  
  We have reviewed your flight confirmation code, ***, and the records show no report of the baggage issues was made. Please be aware that Frontier Airlines requires that passengers report delays or damage to their checked luggage within 4 hours of arrival at their destination. Our records indicate that you traveled on April 27th, 2024. There is no indication that we received communication about the bag within the required timeframe. This information can be founded on our Contract of Carriage by clicking the following: ************************************************************************** #**. Claim Limits and ******************** Limit to Make Claims and Procedures - #1.
  
  Respectfully, while we do understand your perspective and experience with this, in fairness to all customers, we will not honor reimbursement for the baggage delay. Our records indicate you did not make any reports on the baggage incident within the required timeframe, and therefore this falls outside of Frontier's liability limitations. Reporting any issues with baggage promptly is essential for us to provide the best assistance and solutions.
  
  As of May 1, 2024, passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.
   
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************
  
  We hope that this explanation helps to clarify the situation and that you will continue to choose our airline for your future travel needs.
  
  Kind Regards,
   
   Customer Relations Specialist
   **********************

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23116657
  
  I am rejecting this response because:

  I am writing to express my deep dissatisfaction with your recent response regarding my refund request. It is wholly unacceptable. Your message outlines multiple failures on your companys part, yet you still refuse to take responsibility by issuing a refund.
  
  
  Imposing a four-hour window to report issueswhen the flight in question arrived after your office had already closed (flight arrived after 11pm and you know that, in a city and state that was not my final destination as you are aware as you have the address where my luggage was delivered to in ******** )is unreasonable and unjust. Furthermore, my luggage was lost for an entire week, and I was charged to check in for a flight because my flight was canceled is diabolical. My original flight was canceled during the boarding process, and no staff were available at the gate to assist. I was left to rebook my travel on my own without any support from your in airport team, only WhatsApp. 
  
  
  Despite providing documentation from your own company indicating that I would be reimbursed, you have chosen to disregard it and respond with a dismissive and inadequate reply. This is both unprofessional and unacceptable.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/25/2025

  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.

  Dear Handler,Frontier Airlines advertise their price for flights for $228 but charge an exhorbent price for luggage making it more than double the price. My typical experience is you get to take with you a carry-on for free and a checked bag for a ***** round trip, However with Frontier you need to pay 69 per each direction for both luggages so that means if you want a carry on + checked its 69x4 = 268 costing more than the DOUBLE the entire flight. This although indicated was not CLEAR ENOUGH. I wanted to cancel but would be charged 259 for that. Additionaly they do not offer phone support only within ********************************************* chat on computer. Being that it is for 2 passengers we booked 2 checked bags at 69 each but do not wish to pay for the return. We would like to be reimbursed $48 for the bags the way there since we paid 138 (******= 48) as well as 138 for the return totaling $186.

  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 reaching out and sharing your feedback regarding your recent experience with Frontier Airlines. I sincerely apologize for the frustration and confusion you encountered regarding our baggage fees and the overall booking process. I understand how disappointing it can be to find that the total cost of your travel exceeds your expectations, especially when it comes to additional fees for luggage. We strive to be transparent about our pricing. I also want to apologize for the inconvenience you experienced with our customer support options. We strive to offer assistance that is both accessible and efficient, and I regret that you felt your time was wasted while trying to get the help you needed. We understand that travel plans can be stressful, and our goal is to make the process as smooth as possible for our customers. Your feedback will be taken into consideration as we evaluate our support channels. 
  
  Upon taking a look, please be advise as an ultra-low-cost airline, Frontier Airlines operates on a different pricing model than traditional carriers. Our goal is to provide low base fares, allowing customers the flexibility to choose optional services, such as baggage and seat selection, based on their individual needs. I understand that this model can sometimes lead to unexpected costs, especially when it comes to luggage fees. We do offer several bundles that can provide savings for travelers who need additional services, and I encourage you to explore these options for future travel. Learn more about Frontier Airlines here: *************************************************. ***********************************************************************   
  
  We understand and acknowledge you are requesting a refund for baggage fees, we must however advise such optional service are non refundable per our website here: ***************************************************************;
  
  While we are unable to issue a reimbursement, we understand you are not sattisfied, as a one time customer gesture, we have issued a travel voucher for future travel for the value of the baggage, 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:
  ****************************************************************************
  
  Remember that the check-in is available 24 hours before the flight through our website and mobile app. You will need to be in the airport at least two/three hours before your flight so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and gates, 20 minutes before the flight. Your ticket only includes one personal item and no seat selection. You can buy carry-ons and checkedbags online or in our mobile app where you can find the best deals, and select your seat for an extra fee; otherwise, a seat will be assigned randomly at check-in. Please remember that bag and seat fees are non-refundable once purchased.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23116290
  
  I am rejecting this response because:

  I would like to take a moment to thank the BBB for intervening on my behalf as well as Frontier Airlines for attempting to have this resolved.

  I truly feel that my complaint was validated and appreciate your sincere care for the practice of a better business relationships.

  However although it is a kind gesture to give a $278 voucher towards future flights it gives an expiration date of 6/26/2025.

  Thank G-d my wife is expecting our first ***** on 5/26/2025 I do not see myself flying for the next couple of months. I would like it to come as a refund, digital gift credit card or at least that $ could go towards giving us seats so that we do not need to pay an additional $22 p/seat for the 4 trips (2 round trips)

  Thank you in advance for addressing my concern promptly,

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

• Initial Complaint

  Date:03/25/2025

  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.

  Date: 2/16/2025 Prior to booking the flight there is a no hassle 24 hour cancellation period advertised on the booking site. I decided to book thinking I had time to cancel. Frontier refused to provide a refund to me for canceling my flight within 10 minutes of booking. I spoke to multiple representatives who refused to provide me customer service and refused to transfer me to a manager.

  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 reaching out to us regarding your recent experience with Frontier Airlines. We understand you attempting to cancel your reservation after placing it after 10 minutes however were unable to do so through customer service support. We understand you reached us through customer support attempting to cancel your reservation through several agents, however you did not receive assistance as expected and most important when requesting a manager. I will surely take a look into your concern and assist further.
  
  We are disappointed to hear that your customer service experience was less than satisfactory. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. This level of service is no more acceptable to us than it is to you. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. Note that all communications, both verbal and written, between Frontier Management and our employees are handled internally and further information cannot be provided, however, we appreciate that you brought this to our attention.  
  
  I would like to clarify our 24-hour cancellation policy, which allows customers to cancel their flights without penalty if done within 24 hours of booking. This policy is designed to provide flexibility and peace of mind when making travel arrangements. However, its important to note that this policy applies only to bookings made at least 7 days prior to the scheduled departure date. For flights booked within 7 days of departure, our standard cancellation policy applies, which typically means that tickets are non-refundable. I understand that you attempted to cancel your flight shortly after booking and were disappointed with the outcome. Our cancellation policy is available through our website here: ******************************************************************************;
  
  Please be advised 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 however understand this has not been the expected experience, while we are unable to refund your reservation, we have issued a travel voucher for the value of the booking and valid for 90 days. 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.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/25/2025

  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.

  Flights purchased on the Frontier app were advertised as free cancelations and were marked refundable. I canceled three months before departure and was just given a future travel voucher. This is false advertising and unacceptable. When checking out and my confirmation email the ONLY things marked non refundable were the carrier interface charges!

  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 your concerns about your voluntary cancellation for the flight scheduled for ***, from X** We understand that you have found information about your rights regarding the cancellation of your flight according to our business bundle and cancellation guidelines, so you would like this to be honored. We are sorry to hear that you have not received your refund for your canceled flight. I do appreciate the opportunity to help you with this matter, and I am sure we can find a solution together.
  
  We acknowledge that receiving your money back is an important matter for anyone, and if you as a customer have been informed through our website that refunds can be issued under specific parameters and your case meets them, not receiving one is not the experience you expected, and we apologize for that.
  
  I kindly inform you that if a flight is voluntarily canceled after 24 hours of purchase or within 7 days of the scheduled flight, the reservation will be affected by cancellation fees as outlined within Frontier's contract of Carriage. This information is freely available within the Chapter 9 sections A and B in the following link *******************************************************************. Also, if you would like to view our cancellation policy, please visit the following link: *********************************************************************************************.
  
  In order for a voluntarily canceled flight to qualify for a refund to the original form of payment, the flight must be voluntarily canceled within 24 hours of purchase and the flight itself must be scheduled at least 7 days out. Voluntary cancellations can also qualify for a refund if they are canceled after a schedule change of at least 3 hours or a delay of 3 hours affects them. Segments of flights canceled by Frontier can also qualify for a refund if a passenger opts not to rebook them as well. Passengers who do not take a flight and do not cancel it are marked as a no show, and funds paid into the ticket are forfeited. 
  
  Also, we are boosting our travel flexibility by eliminating change and cancellation fees for customers who select Economy, Premium, or Business bundles, underscoring Frontiers commitment to meeting customer expectations for flexible, stress-free travel options, and upon reviewing our system, you have added the business bundle that contains the following benefits:
  
  Business Bundle
  Personal Item  
  Carry-On Bag  
  (2) Checked Bags (50lbs each)  
  Board First with ************************************ Change/Cancel Fee  
  UpFront Plus Seat Selection
  
  I am pleased to inform you that after a detailed review of your reservation, we found that your reservation is eligible for a full refund in accordance with our cancellation policy, Contract of Carriage, and business bundle terms and conditions, so in order to honor your request we issued a refund on ***, for the amount of $XXX to the card ending in X** under the name of X** Please allow up to 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. 
  
  Finally, I am glad to inform you that, as a courtesy gesture and in an effort to make things right, each passenger under the reservation has been issued a $XXX voucher that they may use towards future Frontier travel. The vouchers cover airfares, toward taxes, fees, or optional services (e.g., seats, bags). The vouchers expire on ***, but you do not have to fly by then; travel just has to be reserved before the expiration date. Please see your voucher numbers below:
  
  You will receive an email at ***, 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, and you can click here for more information regarding how to use your voucher.
  
  I hope you find this email helpful. If there is anything else that we can do for you, do not hesitate to let us know.
  
  Thank you again for contacting us about your recent experience and I hope you will choose to fly with us again. 
  
  Best regards,
  
  Customer Relations Specialist
  **********************
  
  ***********************************************************************************************************************************************************************
  
  Ready to redeem your voucher? Just follow these simple steps:
  
  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, and select "Apply Voucher".
  
  Please read the following voucher Terms & Conditions before redeeming. All vouchers:
  
    Cover airfare only and cannot be used toward taxes, fees, or optional services (e.g. seats, bags). 
    Are not transferable and must be redeemed in the name of the customer to whom it was issued. [NOTE: The name on the new reservation must be identical to the name on the voucher]. 
    Can only be redeemed once. Any remaining value is forfeited upon redemption. If your voucher does not cover the full value of your purchase, any remaining balance due must be paid by credit card.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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.

  We had a flight scheduled to depart ******* on Wednesday 3/19/25 at 10:10AM CST and arrive to ******* at 2:02PM ET. Due to errors made by your staff at the kiosk at the terminal, specifically, assigning seats that were already pre-purchased to customers that did not reserve any seating, to the point where we had to hold the flight while they corrected that mistake. Keep in mind, this applied to about 6 customers. We were delayed for about an hour, which completely changed our plans scheduled for our arrival at *******. We had purchased tickets to go to ***************** that afternoon, but due to the delay, we were unable to make it. It was a pretty inconvenient experience for our first time flying with Frontier. That being said, I would like to request a full refund of the flight, which totals to

  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 reaching out to us regarding your recent experience with Frontier Airlines. I sincerely apologize for the inconvenience you faced during your flight from X** I understand how frustrating it must have been to encounter issues with your seat assignments, especially when it affected your plans for a visit to *****************. We strive to provide a seamless travel experience, and it is clear that we fell short in this instance. Please know that your feedback is invaluable, and we will surely pass on your feedback with our team to prevent similar situations in the future.
  
  I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everythingpossible to minimize flight disruptions. Were sorry that you were impacted by a delay.
  
  We understand and acknowledge your request for a refund, we must however advise flown and completed travel cannot be refunded. We understand this has not been the expected travel experience, as a one time customer gesture, we have issued a $XXX travel voucher per passenger, find the information for the vouchers 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.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23112594
  
  I am rejecting this response because we used my credit card points to purchase these flights, and ideally I would prefer to have a full refund given. If that request cannot be accommodated, I ask that your team consider increasing the value of the travel vouchers. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/24/2025

  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.

  Frontier Airlines have stolen my $350 and my miles of ******. I bought airline tickets in 2020 that came up to $350. But the world stop because of the ***** outbreak. Instead of giving me back my money because of that they give me miles points of ******. Which I wanted my money back!! Just lasted Months February 2025 I seen Frontier Airlines took my ****** miles. So I would like my refund of $350 back.

  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 reaching out to us regarding your experience with Frontier Airlines. I sincerely apologize for the frustration and inconvenience you have faced concerning your ticket purchase and the subsequent loss of your miles. We understand this has not been the expected experience, I will surely take a look into your concern and assist further.
  
  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.  
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/08/2025

  ******* ******** I told them I don't have the credit card end 6144. But I have the ******************** to prove it. And I paid $381.40

  Business Response

  Date: 04/17/2025

  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 experience with Frontier Airlines. I sincerely apologize for the frustration and inconvenience you have faced concerning your ticket purchase and the subsequent loss of your miles. We understand this has not been the expected experience, I will surely take a look into your concern and assist further.
  
  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.  
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/24/2025

  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 flew with Frontier Airlines on Saturday March 22 (confirmation code U8L4VB) return flight from ***** to *********. I purchased bags on the way there with no issue on the app. for the return flight I purchased through the app, but was incorrectly charged for overweight bags. I was charged $308 instead of $156 that i was supposed to be charged. I noticed the overcharge, and advised the ticket agent of the mistakes. she said she could note the weight of the bags (both underweight) in the system and I could call Frontier to process the refund. when i attempted to call and get the refund, i was told that because the flight already happened, i could not get a refund. I only waited to call until after the flight because that is what i was told. they can see in the system that my bags were underweight, but refused to refund the money

  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 regarding your recent flight with Frontier Airlines. I appreciate your feedback, as it helps us understand the challenges our customers face and allows us to improve our services. I understand that during your return flight from ***, you encountered an issue with being charged for overweight bags. Its certainly frustrating to be charged $XXX instead of the expected $XXX, especially when you had successfully purchased bags through the app for your outbound flight without any issues. I can see how this situation would be confusing and disappointing. We understand unexpected charges are never welcomed and we sincerely apologize for the inconvenience this may have generated, I will surely take a look into your conncern and assist further.
  
  At Frontier Airlines, we maintain a strict policy regarding baggage sizing and weight limits to ensure a smooth travel experience for all our passengers. This includes guidelines for checked bags, as well as personal items. If a checked bag exceeds the weight limit, or if a personal item is overstuffed, additional charges may apply. I understand that this can be inconvenient. For more detailed information regarding our baggage policies, I encourage you to visit the following link: Frontier Airlines ***************** here: ****************************************************************;
  
  
  
  This resource provides comprehensive details about our baggage requirements and associated fees. Please keep in mind that the weight limit for checked bags is set at 40 pounds per bag. If a checked bag exceeds this limit, an overweight baggage fee of $75 to $100 per bag, per direction, will be applied. Its important to note that these charges are non-refundable, as outlined in our terms and conditions on our website.
  
  We however understand this has not been the expected experience, as a one time customer gesture, I have issued a travel voucher per passenger for the amount of $XXX valid for X** days, find the information for vouchers 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.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/23/2025

  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.

  3/16/25 My husband and I took a flight from ********** to ******* on Frontier. They overbooked the flight, so over the LOUD speaker they announced that anyone who had carry on bags (we paid to carry on), they would give us a $79 REFUND per bag if we would allow them to be checked at the bottom of the ramp.(at least 20 plus people did as well did to get the $79 promised) We were also told we could pick them up when we got off there with strollers on the ramp. They placed a pink tag on our bags and we left them there on the ramp. When we got off the plane they laughed at us and said no they are in baggage. We picked up our bags and thought oh well at least we get $168 back on our card towarge the trip for the inconvenience. No refund has been issued and after spending close to 2 hours trying to communicate with Frontier they have no record of it. Nothing could be done. Return flight issue they sent us a $150 dollar voucher for the employee yelling at people in ******* because we couldn't make a single line to board since we were all cramped in together with 50 people sitting on the floor not enough seats bunched up togethet no way to move about at all.Frontier staff may want to figure out a way to solve this issue instead of yelling at their customers like we are kids doing something wrong. Totally unacceptable.!Understand NO ONE COULD MOVE we were smashed together. We finally made our way on the plane after being belittled.I have never filled out a complaint before with bbb being ****************************************************************** I just want my $168 refunded as promised my your airline not a voucher since I may never fly Frontier again. Maybe someone should review my whats app conversation with Frontiers representative.

  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 sincerely apologize for the inconvenience and frustration you encountered during your recent flights with Frontier. Your feedback is invaluable, and I want to assure you that we take your concerns seriously. I understand that your recent journey with Frontier did not meet your expectations, particularly regarding the handling of your carry-on bags and the boarding process. Its clear that the situation surrounding the promised refund for your bags was frustrating. We strive to communicate clearly and effectively with our customers, and I regret that this was not your experience. The offer to check your bags at the ramp and the subsequent confusion about their location upon arrival should have been handled more smoothly.
  
  We are disappointed to hear that your customer service experience was less than satisfactory. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. This level of service is no more acceptable to us than it is to you. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. Note that all communications, both verbal and written, between Frontier Management and our employees are handled internally and further information cannot be provided, however, we appreciate that you brought this to our attention.
  
  Upon further investigating, we must advised optional services such as baggage and seats are non refundable. Further information can be located through the website here: **********************************************************. We understand that low fares are important to our customers, which is why we strive to offer the lowest prices in the markets that we serve. Selling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience. Learn more about Frontier Airlines here: ******************************************************;
  
  We however understand this was not the expected travel experience, as a one time customer gesture, we do show a travel voucher has been issued for the amount of $XXX 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. 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 once again for bringing these issues to our attention. We hope to have the opportunity to serve you better in the future and restore your confidence in our airline.
  
  Best regards,
  
  Customer Relations Specialist
  **********************