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/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

• 

  Frontier Airlines, Inc.

  7912 Ne Airport Way Portland, OR 97218-1030

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

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:10/05/2022

  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 received an email stating I am eligible for a refund from a previous booking I did in 2020 but do to the pandemic the world got shut down. I contacted Frontier to telling them I no longer have the card they have on file. Then they stated I will not get the refund. So then I stated why would you send me an email then.I have attached the email that I received.

• Initial Complaint

  Date:10/05/2022

  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.

  I purchased airline tickets and had to cancel. I was given a credit that expires in 90 days. However the email stated that the extension would go into November. However when I emailed customer service they said that it had expired. I sent the original email stating I had until November and I have yet to receive a response. I spent almost $700 dollars. Due to my health issues I was unable to travel but since it was extended until November I was not worried.

• Initial Complaint

  Date:10/04/2022

  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 October 3rd 2022, I called frontier customer service to rebook a flight to *******. Upon calling to reschedule my flight to the next day I was charged $198 for me and another passenger. Shortly after the phone call I received a confirmation of purchase informing us of the changes. The next day were heading to the airport, few hours prior to departure, we attempt to check in, however were are unable to due to the frontier representative failing to complete the booking on their end and only charging us. At this point, were now contacting the representatives of frontier because we are stranded and depend on frontier to assist in rebooking and reimbursing the fees. Frontier dropped the ball left us stranded and told us theyll refund us and to book another flight tomorrow which cost more !!! This is unacceptable unprofessional and concerning. I inform them of business and how I am in the military and have work to do and they do NOT care. Absolutely no accommodations, we trusted this airline and we are entirely let down by the staff of frontier. As a frequent flyer I know the capabilities frontier couldve provided. No assistance has been provided and they need to be held accountable.

• Initial Complaint

  Date:10/04/2022

  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 called frontier airlines this evening to book a reservation for my 3-year-old daughter on my returning flight from ******* to ************ October 9th departing at 9:53 p.m. I was told the cost for the reservation would be $141.98. frontier charge my card two times in that amount and then told me that the reservation did not go through. There are currently two pending charges on my account for a reservation which does not exist and was not completed I need that money immediately available to book a flight home for my 3 year old daughter.

• Initial Complaint

  Date:10/04/2022

  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 Airlines doesn't offer a multi-city itinerary, so I booked 2 one way tickets. One on 10/01/2022 to ***** and a return on 10/04/2022 from *******. Due to **************** the airline allowed me to cancel and refund my 10/01/2022 one-way. However they didn't allow me to cancel/refund me my 10/04/2022 trip. Now since they didn't take me to *****, there was no way to take the return flight. These reservations were booked under the same person and same account.

• Initial Complaint

  Date:10/04/2022

  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.

  We traveled with Frontier Airline this past weekend. Besides the airfare I also paid for checked bags and our seats prior to going to the airport. I traveled with 3 other family members. We all had backpacks (our 1 free personal item) that we stowed under the seats. At no time did any employee at the gate tell us that any of our backpacks were too big to be a personal item. We boarded the plane and were on our way.On Sunday I noticed a charge on my credit card for $79 from Frontier. This is above and beyond the money already paid for seats ($214) and for checked luggage ($180). I finally got an email from them on Monday that now included a charge for my daughter's backpack. So I called them today. For two hours we went back and forth about the fact that no one said a word to us about a fee and the fact that I did not authorize the payment. They keep telling me that I had to have given them my card and that they don't save payment information. Clearly this is false since we never knew about an issue with the bag in the first place. They processed a payment without my consent. That's fraud. I repeatedly requested a refund and they said it would not be possible. I froze my card in case they decided to continue to make additional fraudulent charges.

• Initial Complaint

  Date:10/04/2022

  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.

  My name is *************************** and my husband ********************* and son ***************************** both flew with Frontier this afternoon. My husband texted me upset that one of your male flight attendants was aggressive with him. My son and husband both flew with the seme bags back and forth to flee Hurricane ***. Upon return, their original flight with Spirit was cancelled, leading us to book a flight with you. They had bags, which both qualified as personal items. BOTH had the SAME bag. Your male flight attendant bullied my husband into paying $100 for a bag that was the same as his with fewer items. As hurricane evacuees, we don't appreciate the price gouging. Not to mention we're returning home from evacuating a hurricane that has changed our whole lives.

• Initial Complaint

  Date:10/04/2022

  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.

  In the month of August, my friend asked me to help her, with booking a flight to come and see me in PA. I have never had any problems when booking with ******, so I went through them. Frontier at the time looked reasonable, so I booked the flight. The date was set for Sept 7, 2022. In the uploads you have, the one with the blue lettering is from Frontier and the one with the carrot cash is from ******. I don't know how the $354. was split between the two, however, I do know that $41.00 of that amount was for any changes if anything went wrong. My friend arrived at the airport curb 2 hours and 15 minutes before the flight was to take off. The terminal area was extremely crowded so, a Frontier assistant was sent to help her and another couple [not traveling with her]. By the time everything was supposedly done, they reached the plane entrance with the assistant, only to be told they were a minute late and needed to reschedule [******, ** strictness with arrival times, was the reason they gave her]. My friend called ****** to let them know what happened and to reschedule. The problem comes in when, ****** tells her they can't refund the flight that didn't work out, because Frontier wrote her as a "no show". Those words cancels out any refunds according to *************After looking at other reviews, and seeing the similarities of complaints, I really hope this Airline can be stopped. Stealing is a crime from what I've learned growing up.Thank you,***************************** {payee} &Danette ***************************** {passenger}

• Initial Complaint

  Date:10/04/2022

  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.

  Booked a flight for my boyfriend for October 7th. 2022 around 7 o'clock at night. Within 24 hrs notice the date was wrong. I called frontier on next day (Tuesday morning ). Waiting for someone to answer over an hour (that's an issue too). Anyway finally got someone talk to. I called to cancel within 24 hrs. Now they told me I can't cancel it and I would have to pay a fee.. Their policy say You can cancel within first 24 hrs and full refund. It was better to cancel than pay a 99 dollars to change date and time. I Called and book the flight on a Monday night . Flight was for a Friday. He said gotta cancel within 24 hrs and 7 days before flight. I purchase the ticket 4 days before the flight date . No way I had seven days. I did have 24 hrs . They are misleading people and their ridiculous fees. To make a change is higher than a flight. 99 dollars . Calling them is ridiculous too. Staying on hold for hours just talk to someone. How can you have 7 days before a flight . When it was booked 4 days. I did have 24 hrs. I called within 24 hrs. And being on hold over 2 hrs talk to someone.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 16 year old daughter was flying by herself from ******* to ******* on Frontier Airlines. I was supposed to be on the flight with her, but my flight out of ******************** week was cancelled due to hurricane ***. A few minutes before the plane was boarding they told her that ********** bag was too big to be a carry on and that she would need to pay $100. They never checked the actual size of the bag. She immediately called me to make payment and put me on speaker phone. They completely ignored her, told her they would be right back and didn't return until the plane had already departed. They literally left her standing in the airport alone with no flight. When they returned, they completely lied about having checked the size of her bag or giving her the opportunity to pay. I could hear the entire conversation. I asked if they knew she was 16 years old and a minor and they said "she never told us that". They were incredibly rude while trying to make other flight arrangements for her and acted like we were the problem. I am appalled that they knowingly left my under aged daughter completely stranded in Detroit while I was on the phone and ready to do whatever it took to get her on the plane. Neither of the workers wanted to provide their names and then would only provide first names. When I told them that I would be contacting management, the employee named ******* said "go ahead, I'm the manager so all complaints will come back to me". I tried calling the customer service number, being transferred to a supervisor. She half-heartedly listened to my complaint then said all she could do was offer me a $25 voucher. I told her I needed to speak to someone higher and she said that she would pass along my number and someone would get back to me "at their convenience". I told her I needed it to be that day and she said "it definitely won't be today". I cannot believe that they didn't try to help and that they have no concern for underaged passengers