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. has 16 locations, listed below.

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• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines/FSS

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

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

• 

  Frontier Airlines, Inc.

  7912 Ne Airport Way Portland, OR 97218-1030

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:10/03/2022

  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 paid for non-stop one way flight from ********* airport to *** in **, for Nov. 12, 2022. REF. Code: YHT4HX $124.98. Two days later they inform my my flight has been changed to a 3hr layover stop, resulting in a 7+ hour return trip. They gave me option to reschedule flight or get refund. But their online website would only approve an acceptance of flight change and no refund. I attempted to contact them through online chats twice, but after wait times almost an hour w/o any contact I attempted calling. On hold almost an hour, made contact w/ customer service. The ****************** rep said I could get full refund to our credit card and it would show up on credit card w/in 7 days.Today, I am notified our refund is only for In flight credit and not direct credit as they said. Tried calling again but they have changed their phone menu and it no longer has option to speak to any kind of customer service rep. I know, bc I tried every option. There is no way to contact them by phone, by chat, but I did email them although I don't believe they will respond. We just want our money back. They had no problem taking our money. Why aren't they giving it back??

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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.

  [Transcription from original document. See file.]1) Booked flt from ***** to ******** on July 13, 2022. Confimation BY9825 for Jan 5, 2023 on FLT F92425. Used ****** frequent flyer miles and paid $87 for (2) seat assignments. Scheduled to leave ********* at approx 2:30 and arrive at 5:15. No reason to change our FLT to late evening and continue to sell to new customers for approx departure time.2) On Sept 15 I received an email stating my flt had been changed to leave at 9:33 arriving at 12:30a.m. Tried to change to another flt on another day, but was not allowed to use my miles. *** astonished to find there was an afternoon flt on Jan 5, 2023 leaving at approximately same time as my original flt. They did offer me a credit, but since I used miles I did not accept. Would not allow me to use my miles. We are both 85 years old. Moved to time not wanted just because they could sell at higher price.

• Initial Complaint

  Date:10/03/2022

  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.

  October 3, 2022 My daughter ***** bought a ticket with frontier airlines to visit her brother. When he asked her to come earlier, she went back to the website to see about changing her ticket. The website is very difficult to navigate and cancelled her flight somehow even though she was simply looking at changing it. She panicked after receiving an email with this cancellation #pc7khj and immediately tried to contact the airline and got a message that the line was busy and to try later. She then tried to so a chat on their website and got a bot response. I then tried to chat and got put through to a representative named *** that gave me this message: "**** you for contacting Frontier Airlines. My name is ***. I see here that you are contacting us about canceling the flight accidentally. I'm sorry to hear about that. However, we cannot reinstate any canceled flights. " and then did not respond to any more of my 7 messages asking for a follow up on that unacceptable answer. I have never worked with an airline that was so unresponsive and would take someone's money with no avenue for a remedy within 24 hours of a reservation, much less within an hour of it Frontier needs tor remedy their website issues, and have a policy put into place that allows for correction of mistakes within 24 hours of booking/cancellations. Now ***** ahs to cancel her return flight and lose that money as well?

• Initial Complaint

  Date:10/03/2022

  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.

  For the second time in a row, Frontier lost my childs car seat. The first time this happened (5/22), we were given a loaner car seat and the airline delivered ours to us as soon as it arrived. This time (9/27) however, we expressed our concern at the check in counter about just placing our car seat on a cart, but we were assured it would make it on our flight. We arrived at the airport more than three hours before our flight, due to an unexpected delay, yet our car seat still did not make it on our flight. Upon our arrival in *********, there were no frontier representatives to be found anywhere, between the baggage carousels and the check in counter. It took almost an hour to find someone from frontier, who couldnt give us any idea about the whereabouts of our seat, nor any time line for when it might arrive. We were at the airport for almost two hours after we landed with a very tired and crabby toddler. I was assured if I filed a complaint with the airline (I did immediately), they would deliver my car seat anywhere in the world free of charge. I received a voicemail about midnight that night (seven hours after we landed and five after we finally left the airport) saying my car seat had arrived and to call a number back. I called multiple times. It just rang and rang. I even called the airport directly. Customer service tells you to call back and hangs up on you. So we were forced to make our way back to the airport. It took an hour to find a place to park and get back to an empty check in counter. Again, no one at baggage claim. It took 30 minutes to find someone, who was incredibly rude, to retrieve our seat. Another two hours at the airport to resolve this. When we finally returned home to ****** (9/30), we were told all oversized luggage would be unloaded after regular bags. After waiting for an hour, again with a very tired toddler as it was after midnight, my husband begged someone to bring out our car seat, it was right behind a door the whole time.

• Initial Complaint

  Date:10/03/2022

  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 attempted to go online and cancel within what records I was provided, 24 hrs from date of purchase, related to changes with family schedule for departure and arrival to ***** for my Uncle's funeral. My receipt purchase date that the airline provided me, reflected 9-11-22. Both chat personnel state conflicting return policies. One said I had to have The Works and the other said I am beyond my cancellation period....I was attempting to receive a full refund given that I am requesting this refund on 9-11-22 and it is more than 7 days prior to my travel itinerary. I have the receipt copy that I printed during confirmation. During checkout and during cancellation, the airline provided no amount related to cancellation. Once cancelled and online with chat support, they disclosed that the fees were more than my ticket amount and it would result in a complete forfeiture. The policy that I read does state that there "may be" cancellation fees, however I was within the 9/11/22 window when purchased and requested refund. I asked if I could at least be provided with an airline credit, given that the information was so indecisive and inconclusive. The airline stated that it was over the cancellation window by an hour and they provide no additional support. Thank you for your attention to this matter and hopefully an opportunity to provide better customer service and transparency.

• Initial Complaint

  Date:10/03/2022

  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.

  On 9/23/2022 myself and 3 family members boarded a flight from ********************* to ******* LAN reservation #FC2NMW. We had 4 personal bags that fit under the seat in front of ours. Unbeknownst to me they charged my checking account for 2 carry on bags at the sum of $198 without notifying me as to which 2 bags I was being charged for, so maybe I could fix or rectify the problem. We had the same 4 bags returning home and were not charged for any. The only reason I found out was because of the extra charge to my account. It's funny how they send you emails about everything else, but nothing about the up charge probably because they're being deceitful about it and don't want the complaint. I contacted the company to no avail they refuse to give me any information other than the agent at the desk has the ability to recognize whether a bag would be a personal or considered a carry on. I feel this company is scamming passenger by what ever means possible. I have seen many many reviews on social media about this company doing the exact same thing to them. This company needs to be reviewed for there unethical processes. They more or less stole my money!

• Initial Complaint

  Date:10/02/2022

  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.

  We were on board frontier flight. They delayed for two hours. Had us sitting on the plane for two hours. The bathroom wasn't working and the supervisor wasn't answering. Then told us to deplane. We waited another hour. Gate agent said the flight is canceled. Our pilot is out of hours. You can call customer service to get a refund and book with another airline or fly tomorrow. They took the luggage off and told us to pick it up We had 10 mins to rebook with Spirit. Called customer service. They refused to refund. ConfirmationT9V28P. I want the to be reimbursed for my new flights.

• Initial Complaint

  Date:10/02/2022

  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 my mom and little sister a plane ticket to come to ****** from ******** through Frontier. Tickets were $455(total). My mom was then charge $130 for ONE bag plus an additional fee for being helped. their flight was delayed by 5 hours causing us to need a hotel due to flash flooding in **************** and not being able to get through, For their return flight, I needed to reschedule it. It ended up being so much to change it I just purchased them a new one way ticket home through Frontier. This new flight had them departing at 11:44 pm in ****** and arriving in ******* ** at roughly 5 am with a 1hr 40 min layover, getting on connecting flight and arriving in ******* at 8:20am. Their departing flight was delayed and the connecting flight was missed. Upon landing agents were rude, told them theres no other flights and were zero help. Getting to front desk check in, they were able to rebook the flight for ANOTHER connecting flight in ******* ** leaving them there overnight and flying out of ******* to arrive Monday morning in *******. They now no longer have a ride home from the airport. Additional money is having to be spent on a hotel room and you cant get ahold of ANYONE to file a complaint. Ive done one online regarding their flight to ****** and have heard nothing in response. *** tried calling them, but no one answers the phones or you get hung up on. Their chat feature online doesnt work. HORRIBLE EXPERIENCE.

• Initial Complaint

  Date:10/01/2022

  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 6/15/22 I booked a round trip flight from ************, ** to ************, ** on Frontier Airlines for 2 adults and one lap infant. On 7/7/22, I received an email from Frontier stating that my return flight had been cancelled. On the email there was a link to book a new flight, or get a refund. There were no other flights in my timeline, so I chose to receive a refund. I received a refund for my return flight. I have attached a screen shot of the email I received. The night before our flight departing from ***, I received a text saying to arrive early due to TSA shortages (I had signed up for text alerts). On the day we were supposed to leave ************, we arrived at the airport only to find out that our flight had been cancelled. I started a chat with customer service, and they said that the ****************** attendant at the desk could get us rebooked on another airline. However, he said he could not, that he could only refund me for that specific flight. Everyone at Frontier gave me the run around. I finally booked a flight on Spirit Airlines, and had to pay more than double what I had originally paid to get a same day flight. I filed a complaint with Frontier, and they said that they emailed me on 7/7/22 and told me the flight was cancelled. However, the email (attached) only stated my return flight was cancelled. They have refused to reimburse me for all the extra money we had to spend. Not only that, we had to pay extra to park, drive back and forth to the airport (the new flight we booked wasn't until 5 pm and our original one was at 7 am), and the fact that I had to get my toddler son up and out of the house and to the airport that early in the morning. Their customer service is abysmal and we lost a whole day of our short vacation to visit family. My original flight on Frontier was $211.96. The new flight I had to book was $507.18. I would like Frontier to reimburse me $295.22.

• Initial Complaint

  Date:10/01/2022

  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.

  When flying with Frontier on 9/17/2022 and 9/25/2022 I was lied to and their system charged me more than it said it would. On 9/17/2022 at checkin my bag weighed over the limit and I had to pay additional. This is not the issue. When told the fee I asked the employee if it would be cheaper to pay through the app. She told me no. I paid 100 dollars for my bag and proceeded to the gate. At the gate a separate employee announced that paying through the app was cheaper. When checking it was a 41 dollar fee. The second issue is when I went to pay for the bag in the way back their system showed that it was 41 dollars and they charged me 100 stating I didnt pay the original baggage fee. I paid a separate 118 dollars for both flights for the original check bag fee.