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Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 6,419 total complaints in the last 3 years.
    • 1,552 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was supposed to take a flight from DEN to *********** on 03/28/25 at 4:39 PM. I received an email from Frontier that my flight has been changed to next day 03/29/25 at 6:40 AM. This caused my whole trip to go left and right with the reservations of stay and transportation. I somehow managed everything and made it to DEN next morning at 5:30 AM. As soon as I found my tunnel and got to the Kiosk the time was 5:38 but the kiosk wouldnt work. We asked the manager and supervisor to help and they transferred me to the agents to speak to them. The line to agents was too long and wasted 20 mins to get to an Agent. We finally got a hold of agent and they said its too late to check in a bag, even though I had already checked in online multiple hours ago, I just had a baggage drop. The person in front of us had their flight at 6:50 and even though he didnt make it to their 60 min policy still made it to the flight. I feel discriminated against, we tried to speak to the manager multiple times trying to tell her that were getting delayed because of the line but she completely ignored us. My partner and I are fasting for Ramadan and are stranded on DEN Airport until we pay $285 flight difference for the next flight which is 9 Hours Later. This behavior from the supervisor and manager was very inhumane. I hope my complaint doesnt go unaccounted so more people dont have to face this issue. I dont anyone to cry like my partner and I are on the airport because our basic rights through U.S law were violated. Thanks,******* *****

      Business Response

      Date: 04/15/2025

      Hello Shanoor, 

      We have received your correspondence as submitted to the BBB and appreciate the opportunity to respond. 

      I am sorry to hear of any difficulties that you and your family may have experienced on March 29, 2025, when scheduled to travel from ****** to D.C. and hope to provide clarification. 

      Upon reviewing your reservation, I see that your original date of travel was for March 28, 2025, from ****** 4:32pm. However, check-in for the original flight was never completed online or at the counter. Our systems show that you reached out to our ************* Chat team at ******* on the date of departure to request the flight to be moved to the following day on March 29, 2025, for 6:40am. As a customer service gesture, changes were made at no additional cost. 

      Frontier requires passengers and their baggage to be checked in at least 60 minutes prior to departure. Once a flight is closed, our agents are unable to reopen the flight to print boarding passes or check in baggage. Our records show that check-in for your flight was completed online, however, arrival to the Denver counter was 6:11am before scheduled departure of 6:40am. As arrival was past the 60-minute cutoff time, our counter personnel were unable to complete baggage check-in requirements. This should always be communicated in a professional manner, and I apologize this was not the case.

      In these situations, Frontier would provide the option to rebook on the next available flight, however, a change fee of $99.00 per passenger and fare difference may apply.  Our records show that you a refund in the amount of $XXXX was returned to the credit card on file on March 29, 2025, as a customer service gesture. 

      Based on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriously. Frontier has a zero-tolerance policy for any acts of discrimination, and all passengers are subject to the same terms and conditions, which are agreed upon when booking on Frontier. Our station personnel are responsible for enforcing our policies to ensure fairness across all passengers.

      Please know that we have taken your feedback seriously and have made it a focus in our ongoing efforts to improve our service. Rest assured; your comments have been shared with our management team for internal review. However, any outcome would remain confidential.

      We appreciate your feedback and hope to welcome you on board a future Frontier flight. 

      Kindly, 

      ************* Advocate
      **********************

    • Initial Complaint

      Date:03/28/2025

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

    • Initial Complaint

      Date:03/28/2025

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

      Business Response

      Date: 04/08/2025

      Hello ****,

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

      However, for the privacy and security of our customers, we ask that you reply with TWO (2) of the following:

      -Reservation Confirmation Code
      -Passengers First and Last Name
      -Last 4 digits of the credit card used to purchase the ticket

      Or you may instead provide THREE (3) of the following pieces of information:

      -Phone number on the reservation
      -Email address on the reservation
      -Mailing address on the reservation
      -Name of the ************* (If booked through a 3rd Party)
      -Flight Number
      -Passenger Date of Birth

      Thank you again for contacting us. We appreciate your cooperation and look forward to hearing back from you.

      Regards,
       
      Customer Relations Specialist
      **********************

    • Initial Complaint

      Date:03/28/2025

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

    • Initial Complaint

      Date:03/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Please see the attached document for details regarding my problem. I have filed two complaints with Frontier Airlines, but both customer relations specialists have been unable to resolve the issue. Please forward this BBB complaint case to the senior management team at Frontier Airlines. This is not only about a refund but also a concern regarding the security of the booking system used by Frontier Airlines.Thank you.

    • Initial Complaint

      Date:03/27/2025

      Type:Product Issues
      Status:
      Unresolved
      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.

       
      Complaint: 23121019

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

      Thank you.


      Sincerely,

      **** *****

      all the expenses incurred due to flight cancellation (copy of the transcript of the chat is attached). We got a reply that Frontier will not honor any of those expenses. Our expenses incurred was $529.06 for which I am attaching the receipts. Frontier airline is engaging in fraudulent business practice by giving disingenuous promises. I would like to request you to help us resolve this issue. Thank you. **** *****

      Business Response

      Date: 04/08/2025

      Hello Cicy,

      Thank you for contacting Frontier Airlines regarding your refund request due to a disruption on your connecting flight from X** We are really sorry to hear your flight was affected by an unexpected cancellation and you were unable to attend my nephew's wedding. We really know the impact of this disruption may have caused to your travel plans. We always want our passengers to have a smooth, a great experience and be able to reach their destination as planned. We assure you that it is never our intent to disappoint or inconvenience our customers' itineraries. We understand you are requesting a reimbursement of $529.06 for the expenses incurred. We appreciate this opportunity to address your concern; we are glad to assist you with this matter.

      Based our research, the connecting flight X** was delayed by 159 minutes due to maintenance reasons, then was cancelled due to flight operations, both were within our control. Once more we sincerely apologize for the difficulties you encountered with these irregular operations. If your flight is delayed, canceled, diverted, or if you miss a connecting flight due to controllable situations, we'll place you on the next available Frontier flight at no additional cost. In addition, Frontier will provide meal vouchers for flight delays of 3 hours or more or for cancellations that result in a Frontier rebooking that departs 3 hours or greater after the originally scheduled departure time. Since the cancellation was a controllable situation, you are eligible to have a reimbursement for hotel expenses. You can find this information in the following link, section 14: ********************************************************************.   

      We must kindly inform you that we will only be able to reimburse you up to $XXX for a hotel room and transportations and up to 2 nights. Receipt must be dated within 24 hours of your original flight and must coincide with your new flight route/date. Additional expenses incurred, such as room service, wireless/internet fees, pet fees or gratuities will not be reimbursed. To submit for reimbursement please attach a copy of the official hotel receipt in a PDF document and please provide your mailing address as well. 

      Thank you again for contacting us;  We look forward to hosting you on a future Frontier flight. Rest assured that we will do our best to provide you with an enjoyable experience in the future! We appreciate your cooperation in this matter and look forward to hearing back from you soon.

      Best regards,

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

    • Initial Complaint

      Date:03/27/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told i couldnt pay for my bags online before my flight that i only could pay the 99 dollar fee, but i was still able to pay online

      Business Response

      Date: 04/02/2025

      Dear *******,

      We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

      Thank you for reaching out to us regarding your recent experience. I sincerely apologize for the confusion and frustration you encountered with the purchase process for your bags. It is our goal to provide clear and accurate information, and I regret that we fell short in this instance. I understand how important it is to have a smooth and straightforward experience, especially when it comes to travel arrangements. Your feedback is invaluable. I will surely continue assisting.

      I will be happy to address your concern. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:

      -Reservation Confirmation Code
      -Passengers First and Last Name
      -Last 4 digits of the credit card used to purchase the ticket

      Or you may instead provide THREE (3) of the following pieces of information:

      -Phone number on the reservation
      -Email address on the reservation
      -Mailing address on the reservation
      -Name of the ************* (If booked through a 3rd Party)
      -Flight Number
      -Passenger Date of Birth 

      Thank you for your patience.

      Best regards,

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

    • Initial Complaint

      Date:03/27/2025

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

      Business Response

      Date: 04/08/2025

      Hello *********,

      We have received your correspondence/communication with the BBB. Were sorry to hear that your golf bags did not arrive with you in ************* and certainly understand your frustration that they have not yet been returned to you. 

      We do see that you have an open claim with our *********************** X** They will continue work with you on a resolution for the mishandling of your golf bags. If you have any questions, feel free to direct them toward our Central Baggage Office.

      Thank you for choosing Frontier Airlines, *********. Despite this incident, we hope to reunite you with your golf bags and for another opportunity to welcome you onboard in the future! 

      Sincerely,

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

      Business Response

      Date: 05/20/2025

      Hello *********,

      Thank you for reaching back out. We're sorry to hear that your baggage claim has not yet been resolved. 

      At this time, we have asked of our ********************** to follow up with you about this refund inquiry. They should be in contact with you in the next few business days. 

      Thank you for your continued patience, *********. 

      Sincerely,

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

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My siblings and I booked with Frontier as their times worked best for us and we had to get to ******* for our aunts death. I booked two different reservations on 3/15 for a total of 6 passengers. We flew to ******* without any issues however flying back home was a complete nightmare. Frontier Airlines had mechanical issues with the flight. And after ***** mins from when the plane should have departed Frontier Airlines cancelled our flight and washed their hands of the problem. We were told the flight was canceled and we needed to get our luggage from the carousel and rebook. They didnt accept responsibility and left us at our own funding a different airline to get us home. I tried calling Frontier to get help and they refused to help over the phone, their associates at the airport werent any help either. Basically I was forced to spend $2718.08 to book with Southwest Airlines that evening. Once we boarded that plane it was hit by a truck so we had to evacuate. We were forced to stay the night at ***** just because Frontier didnt assume the accountability to get its passengers to its destination. I would like assistance in getting the refund of $814.92 which I show its a credit for future travel with Frontier Airlines. I want my money back as I will never again fly through their Airline. Since we didnt fly I also want all the money they state is non-refundable. They dont make anything easy. I have requested a call back but no one has called to resolve this issue.

    • Initial Complaint

      Date:03/26/2025

      Type:Product Issues
      Status:
      Unresolved
      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.

       
      Complaint: 23120676

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

      Sincerely,

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

      Business Response

      Date: 04/01/2025

      Dear ******,

      We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 

      Thank you for taking the time to share your experience with us. I want to extend my sincerest apologies for the distressing situation you encountered regarding the unauthorized purchase of flights using your cellular device. I can only imagine how frustrating and concerning this must have been for you, especially given the significant amount of $XXX involved. It is completely unacceptable that your device was used without your permission, and I understand the importance of resolving this matter. I understand that your banking institution stated that no error occurred on their end, which must have added to your frustration. I appreciate you reaching out to us and providing feedback, I will surely take a look into your concern and assist further.

      We have received your refund request and reviewed your reservation.  It appears you have submitted a chargeback request with your bank which cancels your refund request with Frontier Airlines. The bank chargeback is a 90-day process after we receive the request from your bank.

      At this time, all questions related to the Frontier Airlines purchase should be directed to your bank. Your bank will notify Frontier Airlines of the decision regarding the chargeback request you made. If your chargeback is declined, and your purchase was eligible for a refund, we will proceed to request and resolution from the department in charge. However, if your refund request is declined and does not fall within our refund policy, please note that a refund will not be issued after the 90-day period. 

      Thank you for your understanding.

      Kindly,

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

    Frontier Airlines, Inc. is NOT a BBB Accredited Business.

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