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:03/23/2025

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

• Initial Complaint

  Date:03/22/2025

  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 over charged multiple times for bags fees that didnt occur. **************** was not helpful whatsoever. They claimed I checked more bags and over sized bags, when I did not. I paid $700 more than I should have been charged.

  Business Response

  Date: 04/01/2025

  Hello *****, 
  
  Thank you for reaching out to Frontier Airlines regarding your refund request of different charges applied on your reservation regarding baggage. We appreciate that you have contacted us today and are more than glad to address your concerns and provide you the most accurate information and assistance.
  
  We are happy to help you. However, for the privacy and security of our customers we ask that you reply with the following information: 
  
  Reservation Confirmation Code
  Passengers Full Name
  Last 4 digits of the credit card used to purchase the ticket
  Phone number on the reservation
  Email address on the reservation
  Flight Number
  
  Thank you for contacting Frontier Airlines. We look forward to welcoming you on board soon! If you have any other questions, please do not hesitate to reach back to us.
   
  Regards,
  **** *. 
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/22/2025

  Type:Order 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.

  Family Seating Policy Frontier requires families to pay extra to sit together. I was informed that unless I paid for seat selection, my child could be seated separately next to a stranger. This policy is unsafe, inappropriate, and places undue financial pressure on parents to ensure their childrens well-being.Baggage Fees Frontiers baggage policy is extremely restrictive. A basic fare only includes a small personal item, with carry-ons and checked bags incurring high fees. These charges often exceed the cost of the ticket itself and are not clearly disclosed up front.Excessive and Misleading Costs The total cost of a Frontier flight, including necessary services like seats and bags, can be double or triple the advertised price. These fees are not optional for most travelers and lead to a misleading perception of affordability.

  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 Frontier Airlines Customer Relations, thank you for sharing your feedback regarding our Family Seating Policy, baggage fees, and overall pricing structure. We appreciate hearing from our customers, as it helps us understand their experiences and expectations. Our intention is to provide options that allow for flexibility in travel arrangements, but we understand that this can create challenges for parents wanting to ensure their children are seated together. Regarding our baggage fees, we aim to offer a range of fare options to meet different travel needs. We strive to be transparent about our pricing, and we appreciate your input on how we can improve clarity around our policies. We are continuously working to enhance our communication about all associated fees.
  
  As an ultra-low-cost carrier, Frontier Airlines operates under a business model designed to provide our customers with the lowest possible base fares. This approach allows us to keep our initial ticket prices competitive, making air travel more accessible to a wider range of travelers. However, it also means that certain services, such as seat selection and baggage, are offered as optional add-ons. This flexibility allows customers to tailor their travel experience according to their individual needs and preferences.
  
  Regarding our baggage fees, we strive to be transparent about our pricing structure. While our basic fare includes only a personal item, we offer various options for carry-ons and checked bags to accommodate different travel needs. We understand that these additional fees can sometimes lead to a perception of higher overall costs, especially when traveling with family. We are continuously working to enhance our communication about all associated fees to ensure our customers have a clear understanding of what to expect. We recognize that the total cost of a flight can sometimes exceed initial expectations, and we appreciate your input on how we can improve clarity around our policies. Your insights are invaluable as we strive to enhance our services and ensure a better experience for all our passengers.
  
  When one or more of the passengers on a reservation are 13 years of age or younger, Frontier will guarantee adjacent seats for the child or children and an accompanying adult (over age 13) at no additional cost for all fare types subject to limited conditions specified below.
   
  -Child and accompanying adult are on the same reservation
  -Adjacent seats are available at the time of booking in the selected class of service
  -Adult either chooses seats for the entire reservation or skips seats for the entire reservation, and does not make changes to seat assignments once assigned to them
  -It is physically possible based on seat layout to seat the number of children traveling next to the accompanying adult(s).
  -Although Frontier will provide adjacent seats if available at the time of booking, Frontier might not provide seat assignments right away. Frontier will provide the customer the adjacent seating assignments no later than the day before scheduled departure of the flight. ***************************************************************************
  
  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 arenon-refundable once purchased.   
  
  Thank you once again for your feedback. If you have any further questions or suggestions, please do not hesitate to reach out. We value your input and hope to have the opportunity to serve you better in the future.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was prejudice humiliated publicly. I am disable and on a fixed income. I was bullied around after paying my fare of over $150+ of money I really dont have to fly and could have respectful took another airline but i have been utilizing flight prior and have had better experience up until now...i have went to the extreme of getting a police report also i will be contacting my doctors and peers for emotional etc support because i was rudely humiliated in publis by your staff...and i had tragedies prior to this public abuse which is non negotiable about the way your staff proceed with taking advantage of a disable woman viewed not only by camera audio and visual but by customer awaiting flights...that can all be subpoena up in court which is my next step thanks for this ...See you all in court. Waa my remarks to Frontier airline was prejudice humiliated publicly. I am disable and on a fixed income. I was bullied around after paying my fare of over $150+ of money I really dont have to fly and could have respectful took another airline but i have been utilizing flight prior and have had better experience up until now...i have went to the extreme of getting a police report also i will be contacting my doctors and peers for emotional etc support because i was rudely humiliated in publis by your staff...and i had tragedies prior to this public abuse which is no lne negotiable about the way your staff proceed with taking advantage of a disable woman viewed not only by camera audio and visual but by customer awaiting flights...that can all be subpoena up in court which is my next step thanks for this ...See you all in court...is what i said to Frontier airline in my complaint

  Business Response

  Date: 04/08/2025

  Dear Niolani,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us. I want to sincerely apologize for the distressing situation you encountered during your recent flight with Frontier Airlines. We strive to provide a respectful and supportive environment for all our passengers. Your feedback is invaluable, and I assure you that we take such matters seriously. I am truly sorry to hear that you felt humiliated and disrespected during your recent interaction with our staff. It is concerning to learn that you experienced such distress, especially given your circumstances.
  
  We are disappointed to hear that your customer service experience was less than satisfactory when at the airport. 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 toyou. 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 taking a look and further investigating, we must advise we show you were denied boarding as you brought more than 1 personal item to be boarded. Please do note you are only allowed one personal item per passenger and any other item will be considered for baggage fees, such information is available through our website here: **********************************************************. Per the notes on our reservation, we show failure to comply with the request made by our airport personnel to size the additional brought personal item.
  
  Please note our contract of carriage states:
  
  Frontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund to the original form of payment will be due and Frontier will have no further liability.
  
  Numeral 15: Failure to Follow Instructions - Any passenger who refuses to obey instructions from an employee or crewmember.
  
  We do show you were rebooked to travel at no cost.
  
  Thank you once again for bringing this matter to our attention. We hope to have the opportunity to serve you better in the future.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involuntarily denied boarding and the company is failing to comply with *** requirements. They have refused to provide compensation in the form of a refund at 400% of the flight price - because the flight they rebooked me on arrives more than four hours from the original arrival time.Additionally, they have failed to act according to their own customer care policies, which includes BE RESPONSIVE TO CUSTOMER FEEDBACK AND CONCERNS. My escalated concern has yet to be addressed by their customer care department, even though I am legally obligated to receive compensation within 24 hours.

  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 feedback regarding your recent experience with our airline. I genuinely appreciate your patience and understand how distressing it can be to face travel disruptions, especially when they involve involuntary denied boarding and significant delays. I want to assure you that we take your concerns seriously. The situation you described, where you were rebooked on a flight that arrives more than four hours later than your original itinerary, is certainly not the experience we aim to provide. I understand that this has caused you considerable inconvenience, and I empathize with your frustration regarding the lack of timely communication and resolution from our customer care department. We understand the importance of arriving on time at your destination and the inconvenience you may have experienced, I will surely take a look into your concern and assist further.
  
  I read your complaint and completely understand your dissatisfaction; I am aware that my apologies are completely ineffective, but I feel compelled to extend them on behalf of Frontier Airlines to express our regret for any inconvenience this matter may have caused you.
  
  Upon taking a look and further investigating, we must advise we show your flight was not involuntary denied boarding for an oversale but for safete measures related to an aircraft downgrade. Please be advised per the **************************** (DOT), bumped passengers are NOT eligible for compensation in the following situations:
   
  -Aircraft Change - A smaller plane is substituted for the larger one the airline originally planned on using due to operational or safety reasons.
  -Weight and Balance - Weight or balance restrictions that apply to planes with 60 or fewer seats for operational or safety reasons.
  -Downgrading - A passenger is downgraded from a higher class of seating to a lower class.  In this case, the passenger is entitled to a refund for the difference in price.
  -Charter Flights -  A flight contracted for a specific trip that is not part of an airlines regular schedule.
  -Small Aircraft - Scheduled flights on planes holding fewer than 30 passengers.
  
  Further information here: **********************************************************************************************;
  
  We however understand this was not the expected travel outcome, we do show a travel voucher was issued as compensation, find the information for the voucher below:
  
  XXX
  
  Please Note
  
  -Vouchers are not redeemable for cash.
  -Vouchers are one-time use, meaning there will be no remaining value after redemption.
  -Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
  -Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  -The name on the new reservation must match the old reservation exactly.
  
  We have at this time requested a refund for your non boarded flight. I know the importance and urgency on getting your refund and I can assure you we're working hard to complete this for you.
  
  While a voucher was issued for compensation, we do show your reservation has been escalated to our Day of Departure team for follow up, please allow 7 business days for request processing, once we have more details, we will communicate through email.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/21/2025

  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.

  Returning from ********** (CVG) to *********** (LAX)Depart: 3/10/2025 7:04 PM 1st flight CVG to DEN Depart: 03/10/2025 7:04 PM | Arrive: 03/10/2025 8:21 PM I only carried a backpack (personal item). The bag fit under the seat in front of me. 1 STOP Denver - flight to ****** was uneventful but once it was time to board my connecting flight to ***, the gate agent would not let me pass without placing my bag in the personal item checker outside the gate. I explained that my bag fit under the seat and I had the bag under the seat on the previous flight but nonetheless I did as was requested. Strangely, the bag did not fit in the checker as it fit on the previous ********* reality, this was a return flight home (LAX). I had traveled on a total of three flights. Two flights toward ********** on 2/27/2025 (DEPARTING FLIGHT 3725 & 3155) and one flight to ****** with the same bag and no issues. The bag fit under the seat in front of ***** complete my flight to ***, I had to pay a $99 carryon bag fee. Once on the flight, there was no space in the overhead bin. I placed my bag under the seat in front and it fit, as it did on all other flights. I have included a video and a photo time stamping the bag under the seat in front of ***** is apparent that the personal bag checker is smaller than the space under the seat. As I work in aerospace, I know the dimensions in on the plane are definitive and not mere guesses so I am not sure why Frontier Airlines would have a bag checker that does not match the under seat ******** trying to force the bag in the bag checker, my backpack was damaged.I will make no assumptions as to why there is a difference in the two spaces. I hope that this is not a cash grab from unsuspecting customers. Whatever the case, this makes me question the integrity of frontier airlines. I would like to have the money returned for the carryon item.

  Business Response

  Date: 04/01/2025

  Hello Toschia,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you very much for contacting Frontier Airlines regarding your flight experience from X** I am here to answer all your questions and am happy to assist you today.
  
  Thank you very much for bringing all the details of your case to our attention. I am very sorry you went through this experience. As a passenger myself, I understand that this sudden situation must have been confusing.

  I would like to kindly share our size and weight limits for our bags: One personal item included with your fare. The maximum size: 8"D x 18"W x 14"H, including handles, wheels, and straps. Personal items must fit completely within the personal item portion of the bag sizer. Items larger than the allowed dimensions are subject to an additional charge. The size of your carry-on bag will be checked during boarding. Carry-on bags can be no larger than 24 tall, 10 wide, and 16 long (including handles, wheels, and straps) and no heavier than 35 pounds.
  
  Bags that weigh 4150 lbs and ***** lbs will incur an extra charge. Overweight Checked Baggage: $75-$100 per bag, per direction and bags in excess of 110 linear inches will not be accepted. I must kindly let you know the all optional services such carry-on bags, checked-bags are non-refundable. You can find this information in the following link: ****************************************************************;
  
  Additionally, I share with you that our bag checkers are designed so that no bag exceeds these measurements.
  
  However, based on the situation with your flight, we want to let you know that your request was approved. A refund of $XXX corresponding with the bag fees purchased for your reservation was approved and Issued on March 31, 2025. This refund was issued to the original payment method, in this case, a card ending in X** under the name 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.
  
  We look forward to flying with you soon.
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/21/2025

  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.

  On February 18, 2025 I was scheduled to take Frontier flight 1093 from ****** to ********************** with a 1141 departure time. Everyone boarded the plane as normal and we went to deice. During this process they found an issue with the skin of the plane so we went back to the gate and deboarded. After awhile we were told they had fixed the issue with the plane but that the flight crew would be timing out and the flight would be canceled. I needed to get to ********************** that day so I booked another flight on United after speaking with customer service at the airport. They gave me instructions to get a refund. Frontier later found another flight crew to take the flight and it did depart around 1500. After I returned from my backpacking trip I followed the customer service agents instructions and filed for a refund. The refund has been denied several times because I boarded the plane and they cant find any notes that I deboarded. The fact is that EVERYONE deboarded the plane. They sent me a $50 voucher which expires in May and isnt as much as the ticket cost. I do not want a voucher, I want the cost of the ticket refunded since I didnt take the flight. The $67.98 includes the cost of the flight and the seat I paid for.

  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 experience regarding your Frontier flight X** from X** I sincerely apologize for the inconvenience and frustration you encountered during your travel. I understand how important it is to reach your destination on time, and I regret that the situation with the aircraft and the subsequent issues when you were advised the flight would be canceled which caused you to seek alternative travel arrangements. It is also concerning to hear about the difficulties you faced while trying to obtain a refund for your ticket. I will surely take a look into your concern and assist further.
  
  Please know that your feedback is invaluable to us, and I want to assure you that we take these matters seriously. I apologize for the confusion regarding the boarding and deboarding process, and I understand how disappointing it must be to receive a voucher that does not meet your needs.
  
  We understand you were unable to board your flight in consequence to the crew issues and understand you had to travel through another airline, to be able to assist further, could you please share a boarding pass for your flight through the specificied airline?
  
  Thank you for your patience and understanding. We appreciate your loyalty to Frontier, and I hope to resolve this matter to your satisfaction.
  
  Best regards,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23099407
  
  I am rejecting this response because: I responded to the email with the attachment and am also responding here. However, the BBB system will not allow me to upload the attachment no matter how small I make it and what file type I use.  The file you have uploaded is either too large or a file type we do not accept. Please check your uploads and resubmit. The attachment was included in my original complaint though.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/16/2025

  Dear *****,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concern.
  
  Thank you for the shared details and boarding pass through United Airlines, we appreciate receiving your email and are happy to address your concern. I have requested a refund for your non boarded flight. As soon as the refund request is reviewed, we will let you know via email. I know the importance and urgency on getting your refund and I can assure you we're working hard to complete this for you.
  
  Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23099407
  
  I am rejecting this response because: I have not received a refund yet. I will mark this as accepted as soon as I receive my refund. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/30/2025

  Dear *****,
  
  Thank you for your reply and for reaching Frontier Airlines Customer Relations, I will surely continue assisting.
  
  Thank you for sharing your thoughts and concerns, I have confirmed a refund has been issued for reservation XXXXXX this is to the **** ending in XXXX for $XXXX and a refund for $XXXX to the Mastercard ending in XXXX. 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. 
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/30/2025

   
  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:03/21/2025

  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.

  On a Frontier flight the passengers, including myself, were offered ****** bonus miles by signing up for the Frontier Mastercard - $500 needed to be spent in the first 90 days. I met this criteria yet did not receive the promised bonus miles. I have reached out to Frontier and **************** on multiple occasions - shortly after opening the account and completing the criteria, yet I received vague answers, no help, or resolution. I have reached out multiple times since having met the criteria and there is no resolution, and the miles I earned still have not been applied. I keep trying to get a resolution by reaching out again and again yet receive no resolution and often I am hung up on in the middle of the call, while I am "on hold". I have tried many times to get a resolution via myself contacting the company with no avail. Since the company will not resolve the issue on their end, I wanted to reach out to the BBB.

  Business Response

  Date: 04/01/2025

  Hello *********,
  
  
  Thank you for reaching out to Frontier Airlines with your concerns about your miles promotion you did not receive yet for applying to the Frontier Mastercard. We appreciate the opportunity to help you with this matter, and Im pretty sure we can find a solution together. However, for the privacy and security of our customers, we ask that you reply with the following in order to find your account:
  
  Account address
  
  Thank you again for contacting us about your recent experience and for your loyalty. We appreciate your cooperation and look forward to hearing back from you.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:03/20/2025

  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.

  round trip flight from ****** to *****. flight from ****** delayed 4 hours, 3 hours notice given. It happens, understandable. Flight from ***** to Philly cancelled with 4 hours notice. Stranded in ******* with no help from the airlines with a new flight. No excuse given to why the flight was canceled. It was spring break and spring training baseball so there were no other airlines with flights available. What a nightmare. Will never fly Frontier again.

• Initial Complaint

  Date:03/20/2025

  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.

  On February 1st 2025 I purchased a ticket from Philly to SXM on March 10th, 2025 on frontier airlines for $44.78. On the date of the flight I arrived and got into my assigned seat. Two minutes later they came up to me and asked for my name, then told me I had to get off the flight. They kicked me and 22 other people off the flight saying they overbooked. The only option they had to get me to my destination was 5 days later, when my scheduled trip would be almost over. I had to pay $700 out of pocket to get to my destination on time through another airline. They said they kicked me off because I paid the lowest ticket price, but I paid the only option they had available on their website. Regardless, 23 people is an excessive amount to remove from an airplane, especially after already seated and ready to go.

  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 taking the time to share your experience regarding your recent flight with Frontier Airlines. I appreciate your feedback, as it helps us understand the challenges our passengers face and allows us to improve our services. I understand that being removed from your flight after being seated is a highly frustrating experience. It is our goal to ensure that all passengers have a smooth and enjoyable travel experience, and I regret that this was not the case for you. 
  
  Please do note, overbooking is a common practice in the airline industry, designed to maximize capacity and minimize empty seats. However, we recognize that it can lead to difficult situations for our passengers, especially when it results in the removal of individuals from a flight. I can only imagine how disappointing it must have been to learn that the only alternative option available to you was a flight five days later. This is certainly not the level of service we aim to provide, and I understand how this could disrupt your travel plans significantly. Additionally, having to incur an unexpected expense of $XXX to reach your destination on time is understandably frustrating. While we strive to accommodate all passengers, there are times when circumstances lead to difficult decisions. I want to assure you that your feedback regarding the number of passengers affected and the communication provided during this process will be taken into consideration as we review our policies and procedures.
  
  Upon taking a look and further investigating, please be advised we show monetary compensation was issued in the form of a payout for the amount of $XX to the email X** with an expiration of 03/13/2025, we do hope you were able to redeem it. If you were not able to redeem it, we must advise we are unable to reissue the payout as we have noticed you have initiated a chargeback. 
  
  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
  **********************