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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

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:06/09/2025

  Type:Sales and Advertising 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.

  Flight was delayed over 2 hours to no water in a sink. It caused me to miss my connection, then I had to wait in line over an hour for my bag. Stood in line for them to tell me they dont work with other airlines and they arent flying to my destination for 3 more days. Handed me a QR code to file a refund on my own time. Had to book a hotel and flight with a different company to get to my destination. This is a joke of an airline

• Initial Complaint

  Date:06/09/2025

  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.

  I cancelled a round trip flight on 6/8/25 with this confirmation number: DY1SXY. It was for $198.I used the credit to purchase another ticket with this confirmation number:PF8SYZ for $117 round trip. I did this on the same day on 6/8/25.Nowhere did it specify that the remaining credit would be forfeited. I was on hold for 1 hr and 20 minutes in their chat to talk to someone on 6/9/25 about 12 hours after this was done. If I had known I would have lost $80 on this, I would've kept the credit for a future flight and purchased the new ticket for $117 separately without the credit. There was no customer support for questions when I first tried to change my flight online--it was initially grayed out even though I was doing this more than 8 days before departure and purchased their Economy Bundle. It took a very long time to figure out that I had to go through another page on their website to do this after I used their automated chat, but nowhere did it clearly inform me that the remaining credit would be lost since the new fare was now lower. How convenient that if the fare had been higher, then customers need to pay the difference when it is in Frontier's favor.

• Initial Complaint

  Date:06/09/2025

  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.

  On May 23, 2025, my wife and I flew Frontier Flight 2920 with our 18-month-old child. A gate agent allowed us to sit in an empty row, but once onboard, a flight attendant named ***** responded with hostility. He cut off my wife while she tried to explain and ordered us back to our original seats. Later, he made sarcastic comments about us within earshot of other passengers and deliberately skipped us during beverage service. On our return flight (Flight 2683 on May 26), we were delayed by over 100 minutes, disrupting our infants nap schedule and creating further stress during travel.I filed a complaint directly with Frontier, asking for a full refund and additional compensation. After weeks of back and forth, they declined to acknowledge the flight attendants conduct and offered only two $75 vouchers.

• Initial Complaint

  Date:06/09/2025

  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.

  I wrote to Frontier requesting a refund for the following flight JMHCXR , which was from ************ to ************, on 30 May 2025.Frontier Airlines: ******************-****** was record locator My husband and I were flying to SJU on May 30th - flight was delayed ( 3 hours) due to:1) Mechanical failure(s)2) drunk and disorderly passenger had to be removed with force - very unpleasant and feared for our safety Frontier sent a $25 voucher?? NO this is not how we treat passengers very dismissive!!I want my refund that I requested, not to be pawned off to a CSR who copies and paste replies **

• Initial Complaint

  Date:06/09/2025

  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.

  May 11, delayed flight. Flight was scheduled for 7:00 P.M. delayed until the next day. Followed all instructions and filed an email request for refund and continued to email back and a month later no refund issued.

• Initial Complaint

  Date:06/09/2025

  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.

  - purchased tickets on May 2, 2025 paid $735.92 - first flight was May 22, leaving ****** with a layover in ******* and a connecting flight to ******. - when we landed in ******* there was a plane parked where our plane was supposed to be, this caused us to sit on the plane for an extra hour and miss our flight. Frontier also did not assist us in finding space for our luggage on the flight. We were in row 4 but our luggage was placed on the back of the plane. - we were told the next flight was on Saturday, this was Thursday so we decided to rent a car because I had a job interview and a house showing that we missed. - all frontier employees were extremely rude and not helpful at all - when going to rent a car, the prices were not the same as they were online, costing us an extra $500 after we already paid almost $800 for our tickets. We also had to pay for gas and tolls of the rental car. Along with food since our timeline was so disrupted. - on our flight back, our seats that we paid to choose were taken away from us and we had to rush to the counter to get seat assignments. - as we go to get on the plane, the Frontier employee states that they have to check our bags since they dont have enough room for them in the bins. We stated that we paid for that amenity and expect to be reimbursed. - after arriving at **************************** we went to baggage claim, although that was not in our original plans. We waited for a long time for our bags to come out and finally my boyfriends came out but mine did not. - it has been 2 weeks since this incident and I have not received any communication from Frontier airlines about their mistakes. - we have filed claims and complaints online for my baggage to be returned and for a full refund. Nobody will answer my phone calls or emails. - I expect a full refund from Frontier Airlines. This includes the cost of our flights, the rental car, and my lost baggage.

• Initial Complaint

  Date:06/09/2025

  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.

  Frontier Airline is a bait and switch company. You should not treat people travel plans like this. Why have flight options that you will just delete or change. People plan thier trips around the flights. It is not OK. Especially since weather was not a factor.Purchased round trip flight for my son (6 years old) and myself March 4th for travel in June.Original flight: Flight #**** on June 7 at 12:39pm departure. The trip was changed multiple times for a couple of months. The changes in time we small, so it was fine.Around April 16th, the flight was changed to a red-eye ********** flight: #**** on June 7 at 9:21pm.We did not select a red-eye flight, so we called to change this flight. The only non red-eye flights available were on Friday. They just decided to cancel all flights on Saturday except the red-eye flight. New-New flight: #**** on JUNE 6 at 1:02pm. arriving into ******* at 8:45pm. June 6th at 9:30am:Day of the flight we got a message saying the flight was delayed for 4 hrs and 30 minutes. This would have put us into ******* at 2:00am. Remember, I am traveling with a 6 year old. Not ok.Frontier was not helpful, as they only had one plane and it was delayed 2 flights before our flight. ONE PLANE. It had not even reached ******* to leave for LAX (our origin). We had to cancel the Frontier Airlines flight and book something on a completely different airline. Of course booking the day of travel was much more expensive. Our original flight was $471.92 round trip for my son and I. Now it was $972.34, with a 1 stop connection. $500.42 more I fell like this airline is a bait and switch. They get you to buy a flight at a really great price, only to change is so many times to maximize their profit. Not considering the inconvenience.

• Initial Complaint

  Date:06/09/2025

  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.

  Our lay over flight was cancelled by the airline 6/1/25 from *****, ** to *********, **. There were 8 in my party including a 85 yo disabled parent. No new flight was scheduled for us that day and we rented a van to drive 12 hours home as we had children and jobs to get back to. We called them the next day to ask about a refund and were sent a text it would be ***** hrs. The next day we got a text they put on a flight 3 days later 6/4/25. We called to advise we were home and did not ask for a flight. I have an email from them advising they would refund the full flight and luggage but we needed to go the the airport Frontier desk. When we arrived after driving 1.5 hrs we were told they do not refund at the airport. No one answers the customer service phone line. I finally got through after calling reservations. The option they gave us to get a full refund was to pay another $200 pp ($1600) for a refundable ticket or they would give us $1900 (half) minus $120 cancel fee for each of the 8 tickets since they rebooked us and said that we cancelled. We did not request to rebooked 3 days later. They are all very rude and I have been hung up on numerous time when trying to resolve this. It's bad enough we are out of pocket for the rental vehicle, gas and time but this is horrendous customer service. This flight was cancelled by them we did not cancel and feel that we are entitled to both our flight and luggage fees. Just for the record our original flight 5/31 was cancelled by ***** and they refunded us the next day along with $150 reimbursement for lodging and a $200 future flight voucher. That is excellent customer service. ****************** should not be allowed to operate like this. They were our only option and I feel extremely taken advantage of. Your assistance is much appreciated.

• Initial Complaint

  Date:06/09/2025

  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.

  I purchased an airline ticket from Frontier Airlines totaling $332.78 for a round-trip ticket from *******, ******* to ************, ********. The trip to ************, ******** was good with no problems.The return trip home from ************, ******** to ******* ******* on Sunday, June 8, 2025, was beyond disappointing and I lost so much time. I arrived in the ******************** at 10:00 a.m. for a flight that was scheduled to depart at 12:08 p.m. The first email I received stated that the flight was delayed due to a late arriving aircraft and departure was estimated at 12:51 p.m. The second email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 1:15 p.m. The third email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 1:30 p.m. The fourth email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 1:45 p.m. The fifth email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 2:10 p.m. The sixth email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 2:35 p.m. This time the flight finally took off and rather than arriving in *******, ******* at 2:33 p.m., I arrived 2 hours later at 4:33 p.m. I am requesting a refund or a credit for $166.00 to compensate me for spending an additional 2 hours and 27 minutes in the airport without food.

• Initial Complaint

  Date:06/08/2025

  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.

  On May 29, 2025, I bought 2 tickets from *** to *** using my debit card without issue (conf NCUHHC) Upon arriving at the airport on June 5, I was unexpectedly denied boarding due to an fraud alert associated with the purchase. I immediately contacted my bank, which confirmed that there was no fraud alert or block on my card and that the transaction had processed successfully. I relayed this information to the Frontier boarding staff and showed them the confirmation, but was still denied boarding. While trying to resolve the matter over the phone with Frontiers customer service, the flight departed without **** was informed I would need to purchase a new ticket and was told the original fare would be refunded. In order to continue my travel, I had to ask a friend, ****** Vyrvich, to purchase a new ticket for me.Later that same day, using the newly purchased ticket (MDW to *** via ******), I was finally able to fly to ******. However, during boarding for the connecting flight to SLCafter an already long 17-hour layoverI was once again pulled aside and told there was a fraud alert on the new ticket. I was asked to provide my friends credit card # and his ID. Given the early hour, it took time to obtain the required information, and by the time I was able to do so, the flight had departed.This left me stranded in ****** with my young daughter, having paid for the flight twice, with no funds remaining on my debit card. Despite having cash on hand, I was unable to purchase another ticket due to Frontiers policy of not accepting cash. Throughout this ordeal, Frontiers customer service was unresponsive and unhelpful, with multiple agents providing no clear explanation or resolution. I was repeatedly transferred between departments without progress.If there truly were concerns of fraud, I fail to understand why I was permitted to board the flight to ******, yet denied onward travel despite providing every piece of information requested.