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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

    • 6,418 total complaints in the last 3 years.
    • 1,556 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:10/01/2022

      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.
      9.5.2022, Frontier Airlines employees forced my family and I to miss our return flight ultimately cause my family being divided to find return flights home at an enormous expense. Additional my family and I were subjected to rude, unprofessional behavior and possible illegal behavior by other frontier customers and frontier employees. Frontier, by extension of their employees, maliciously sought to punish my family for unknown potentially discriminatory reasons. For several weeks now I have sought to resolve this with Frontier but they have barely returned calls and are not presenting a real and appropriate resolution. See the attachment for more details .

    • Initial Complaint

      Date:10/01/2022

      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.
      On 9/25/22, I received an email from Frontier advising that I check in to my 9/26 flight out of ***********, ******** to ******, **. I followed the check in instructions in order to get my boarding pass. The next day, on 9/26/22, I checked one bag at the Frontier counter in ***********. The customer service clerk failed to give me a boarding pass, however, before she left the counter. The Frontier employee also charged me twice for an overweight bag fee=$100 which I have contested with my bank. I frantically searched the small airport but there were no other Frontier employees to be found. I checked and refreshed my phone repeatedly and logged into my account on the Frontier app in search of my boarding pass. I phoned Frontier customer service and waited on hold as long as I could until I heard the announcement that the doors to my flight were closing. Shortly thereafter, the Frontier clerk who originally checked me in returned to the counter. She was **** and unapologetic after hearing that I had missed my flight. The next flight out of *********** to ****** was not for another 5 days so I was forced to purchase a one way ticket out of ************** for later that same day. *********** is two hours south of ******* which meant that I also had to find someone to drive me there. Fortunately, a friend was able to take four+ hours out of her day to drive me to ************** all because Frontier failed to send me an electronic boarding pass and a Frontier employee failed to issue me a boarding pass.

    • Initial Complaint

      Date:10/01/2022

      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.
      Frontier Airlines falsely advertises the "Kids Fly Free" deal through their "Discount Den" program. I paid $99 for the "Discount Den" after seeing an advertisement from them for the "Kids Fly Free" program. I then looked at their website and I could not find a single "Kids Fly Free" deal. Some dates will show the banner, but when you click on that date it disappears. Upon going all the way to checkout, I was being charged for all passengers, including the kids.It's now time for renewal and I've gone and looked for these "Kids Fly Free" deals and again the same problem. I still have not flown on Frontier Airlines since purchasing this garbage discount deal, and I never will. I can fly with other airlines for only a few dollars more, and avoid all of the hidden fees that Frontier Airlines throws at you. In the end, it would be cheaper to fly with another airline because Frontier Airlines charges about $60 for each checked or carryon bag and only allows you to have 40 pounds in your bag (less than the industry standard of 50 pounds).

    • Initial Complaint

      Date:10/01/2022

      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.
      I had a flight with Frontier airlines from September 25 to September 28 during that period you have canceled the flight on me twice. Once on the 28th, where I was told to go to another airport which was three hours away to be able to fly out two days after on the 30th and on the 30th where the flight was canceled for no reason explained. In terms of the first one no hotel was provided, meal vouchers were not provided, transportation to the other airport three hours away was not provided. Nothing was provided and I would like compensation for that on the second cancellation, I was provided a hotel which was 30 minutes away from the airport, I was not given any transportation nor any meal vouchers for that either. I would like compensation for the 20 hours of delay there. In total I have spent 68 hours of delay where I was unable to work, and when I reached out for any support I was thrown in a 2 hour hold and told there was nothing you guys could do. As a large sized business I would expect that at least compensation would be given in terms of all expenses that was incurred, a full refund, and compensation for lost time would be provided. My confirmation code is CHUL9R from *** -> *** -> *** -> *** -> *** (Originally) which was then changed to *** -> *** -> *** -> JAX -(48 hour delay)-> DEN -(20 hour delay)-> OAK

    • Initial Complaint

      Date:10/01/2022

      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.
      I bought two roundtrip tickets from ******* ** to ********* and was charged for two seats on each flight but only one of those seat assignments was given to me. The airline changed 3 out of 4 of our seat assignments and as both of us are over 6 foot 3 and over 225 lbs, this caused problems. Also I tried for two days to chat with a customer service agent online about my father's "personal item" which was charged as a carry on. He was easily able to slide it below the seat (i measured it and it was within the size limits) so i need a refund for that carry on charge. 3x seat charge of 29 each equals: 87.00 2x Carry on bag equals ****** Total $215.00

    • Initial Complaint

      Date:10/01/2022

      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.
      We booked a flight **** with frontier online and paid for flight and baggage . I got to the airport at like 4 pm on 9/30/2022 waiting for time to check in luggage and get ready to board the plane. At about 4:45 or so I received an email saying my flight had been cancelled no explanation. I went to frontier counter see what was going on and no one was at counter, so I had someone page for frontier representative to come to counter no one showed up frontier was paged 4 different times and no one showed up. My wife got on the phone with frontier and they had no other flights until Sunday, but I had a funeral I was to be at. The representative on the phone kept telling us that we had to speak to a representative at the counter for a motel or anything like that we explained again there was no representative present. Used courtesy phone to try to get a representative again and was told they had all left and went home. I still had no explanation no where to stay and a funeral I needed to get to. I had to stay the night in the airport and I am diabetic and could get through security to get food. I had to book another flight with different airlines so I could get home in time. I was on the phone 3-4 hrs with frontier was told to call back ask for the back office and they would help me so I called back and they said they could not transfer me. It was the worst customer service I have ever dealt with in my life. This company is very unprofessional to leave people stranded and no representative there to talk to.

    • Initial Complaint

      Date:10/01/2022

      Type:Customer Service 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.
      Im Haitian and my English is not good, I paid for assistance for me and my wife to be helped at the airport and I did not receive any help at all. I found people getting ready for their flight who was able to help me check my bags. However no one told me where to go, I followed a group of people that I thought was getting on the same flight as me and I took a seat waiting for someone to call me to board the plane. No one never called and 4 hours later I was still sitting in the same spot. I had to take a taxi back home where my daughter was waiting angrily. She tried getting in contact with customer service 3 times where she was put on long holds and hung up on. She tried again and got through and she asked to speak to a manager, the representative kept her on hold for over an hour promising that it wouldnt be much longer then the call finally disconnected when he realized my daughter wasnt going to get tired and hang up. My daughter had to find me the last flight going out to ******************** from a different airport using a different airline. Now I have the difficult task of trying to gain access to my luggage that went ahead of me. I spent over thousand dollars on a trip that was only suppose to cost less than $500 dollars. This was the worst experience of my life and I will never again fly with frontier.

    • Initial Complaint

      Date:09/29/2022

      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.
      Details:- Date of the service: August 21, 2022 - The amount of money I paid the business: Total of $1,121.14. Going to ********** was $348.00 and coming back on August 21, 2022 was $773.14.- What the business committed to provide me: committed to getting me home from my vacation and "going the extra mile in all that we do for you."- What the nature of the dispute is: The flight was "delayed" for over 10 hours due to a crew related delay. They knew they didn't have enough crew well in advance of them letting us know that our flight would not be leaving and would not offer any compensation except for a $25 food voucher at 12:45am when everything was closed at that point. had to wait until 8:30am for the flight to leave. more details in attached word doc.- Whether or not the business has tried to resolve the problem: Not at all. I have been on the phone with customer service many many times speaking to many different people and at the end of the day they say the same thing "the gate agent should of offered you a compensation package and hotel voucher." problem is, when we begged the gate agent to get us a hotel for the night or anything they said they couldn't do anything.- Confirmation Code Q6U1WL

    • Initial Complaint

      Date:09/29/2022

      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.
      After Frontier Airlines cancelled my wifes and my flight in March 2022, they agreed to refund our ticket in the amount of $901.08. The booking cancellation reference number is PFIQ2K. I have been unable to receive my refund check not straight answer from Frontier Airlines since March 2022. Every time I called Frontier Airline, which is more than 10 times, they keep telling me that I should receive my refund check in a couple of weeks. Some of their employees even suggested that its better to send an email but never received a single response to multiple emails. After so many attempts, now I dont feel Frontier is interested to refund my check. I would like to get any assistance from BBB. In the 21st century, it shouldnt take this long to process and send a refund. Please advise. Sincerely, *****

    • Initial Complaint

      Date:09/29/2022

      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.
      I booked on August 25th, through Frontier Airlines, 3 plane tickets for my family. We paid with ****** Rewards Points ($503 value) from my ********** card. This morning, I went online to purchase select seating and baggage. After making the selections, the screen changed to something different. Upon checking my emails, I found that all three tickets were canceled. I called customer service and they refuse to reinstate the tickets or provide a refund. They also charged a $297 cancellation fee. In total, I lost ****** Rewards Points ($503.91 value) and $297...with no flights scheduled to show for it. Additionally, flights are much more expensive for this trip that will now need to be made last minute, costing thousands more.I am simply asking that they reinstate the original schedule. However, since the timeframe on case resolution will most likely extend beyond the flight dates of October 4th-8th, I will need: 1) a full refund, 2) compensation for the extra cost incurred for last minute travel elsewhere.

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

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