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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

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:09/29/2022

  Type:Customer Service 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 9-19-22. My wife travelled on frontier airlines, out of *****************************. Something that has occurred many times. The counter employee at gate c-14, at approximately 2:40 pm refused to allow my wife's - specially sized 2 ( personal item bags) , small luggage bags custom fitted to fit under the airline seats. *. We have used these bags many times before on *********************************** & They were excedingly rude & unprofessional while ordering her that she could not travel with them without paying their fees for " 2 other pieces of luggage ",. $99.99 , for each bag... ( ****** total ) Completely unnecessarily. This was a gross abuse of power & completely unacceptable. She has several medical issues & much medication/ insulin was packed in those ( we'll used - special fit bags ) & could not be left behind. There was no choice but to pay the Blackmail fees. This occurrence caused great **************** for her, effecting her blood **************** sugar problems do to the stress. No other option was presented, no other employee was consulted ( to review the issue) & no courtesy was offered at any time. We will never fly frontier airlines again & she will be deleting her discount den membership. We are World traveller's & very experienced. This exchange was outrageous. We desire a refund & a apology, Thank you for your time and assistance. *********************************

• Initial Complaint

  Date:09/28/2022

  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.

  I live in *******, *******. I bought a 3 tickets to return from ****************** with ****************** on October 2. We were supposed to go on September 29 but with the hurricane all flights were canceled and airports closed. So we recieved the refund from the other airline to go to DR. ****************** originally told me when I called on Tuesday they will provide a refund. Then on Wednesday they said it was a mistake and they cant give a refund, and basically I lose all my money. The conversation with the representative escalated and I requested talk with the supervisor after a minute the supervisor said hold on and then proceeded to hang up the call. We called again and requested a supervisor, which was not vey helpful since because she wouldnt really listen to our scenario and said no refund or credit. We Requested her manager and waited in the line for 2 more hours that leas to another disconnection. It is frustrating to receive this type of service during the middle of a hurricane.

• Initial Complaint

  Date:09/28/2022

  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.

  Booked a non-stop round-trip flight three month out. Received notification from Frontier Airlines that my return flight was canceled but my outbound flight was unchanged. But when I reviewed my outbound flight they had changed it from an 1.5 hour direct flight to a 14 hour connecting flight. Frontier Airlines refuses to issue me a refund. Offering a flight credit instead. But not for the dates I booked. They canceled one flight and switched my other non stop flight to a 14 hour flight. This is unacceptable!

• Initial Complaint

  Date:09/28/2022

  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 voucher HE3THA expired September 7, 2022 but I was told in an e-mail that it would be extended until November 2023. Please extend this voucher as I was mislead now twice about cancellations and the voucher. This is not fair at all when it was the airline's fault it was cancelled to begin with.

• Initial Complaint

  Date:09/28/2022

  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.

  I booked a flight through frontier back in January and was issued a credit of $164.98 after it was canceled, In April I went ahead and booked to different trips using the credits . I booked a trip to ******* and one for ******* for next year. My trips were canceled, yet again by frontier . They refunded the difference, and the credits but failed to refund the $75.98 . Ive been trying for several weeks to try either get a credit reissued or a refund, they have refused. Here is the email correspondence. I even put one of their representatives on the phone with my bank they also confirmed only one refund was issued, and provided them with bank statements.Yet they denied my claim for a refund.

• Initial Complaint

  Date:09/28/2022

  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 booked a round trip flight from ****** to *********** under confirmation code m6szry. We received an error message on the frontier website when attempting to check in online in advance of our flight. We reached out to frontier through their online contact options and received no response. At the airport in *********** the checkin agent told us we would need to collect our connecting leg boarding pass in *******. Frontier delayed the first leg of our flight by ******************************************************************** ******* a frontier agent made ** wait by the baggage carousel until the last possible minute to collect bags that never came and eventually told us that we would probably receive them in a couple of days. She instructed us to run to our gate to catch the flight. We ran and made it to our flight before the gate closed and when I explained the boarding pass issue to the gate agent she told me that I was not checked in for the second leg of my flight and closed the boarding gate. They told us the earliest flight they could provide was the following night and provided no compensation or hotel (only a phone number to call) despite the entire problem being a result of incompetence on their staff and system. I called and was told that the airport staff is the only one who can provide this and that I missed my opportunity at having my hotel covered because I didnt have this handled at the airport. I am seeking reimbursement of my hotel (1nt +late checkout) due to frontier errors.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Fronteir Airlines canceled my flight without giving me another flight or a refund.I recieved confirmation for the flight a few months ago and now they tell me that the flight never existed in their system. How would I have (still have) a confirmation email if the flight never existed?They need to refund me or give me the option to book another flight.

  Business Response

  Date: 06/06/2023

  Hello ***********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding a refund for a cancelled flight in November of 2021.
  
  I completely understand your frustration at not receiving a refund after you were informed that your flight was cancelled. It is never our intention to inconvenience our customers when their travel is disrupted and I apologize that this was your experience.
  
  I have attempted to locate your reservation however the only flight that I have found for you in November of 2021 was for a completed flight on November 2, 2021 for travel from ******* to *********.
  
  Can you please provide me with some additional details of the flight that was cancelled? Estimated dates, cities of travel, passenger names as they appear on the travel record, the email address that would be associated with the reservation, or if you can provide a copy of the cancellation notification email that you received?  
  
  Your feedback is very important to us and I look forward to assisting you further once I receive this needed information to locate your reservation.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 18139078
  
  I am rejecting this response because: Here is the e mail you sent. I am the passenger. 
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:09/27/2022

  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 confirmation code is ZDSD8T flight from *** to SLC Tuesday Sept. 27, 2022. Leaving ATL at 8:46 AM. That would have been wonderful. Let me tell you about my day and experience flying Frontier Airlines and their continual failures. We live 1.5 hours from the ATL airport so we left at 5:40 AM. It is me and my one year old daughter traveling. We get to the gate about 45 minutes early board the plane and all seems fine. Time goes on and we do not take off. We are then told we can get off the plane while they do maintenance for 40 minutes. Then they kick everyone off because people were going and coming as they pleased. They then locked us in the ramp between the gate and the plane like cattle!! literally would not let us leave that little temporary hallway. then they finally let us out and tell us there are delays. 4 hours go by and nothing. Then they finally say there will be a new plane but it is not there yet. Then it gets to *** and that plane needs maintenance. Are you serious. We finally board and they say my ticket is not valid. Someone from your company changed my flight to leaving ******* going to ******!!! un-freaking-real!! They finally let me on. Get this the flight doesn't leave until after 5PM. Now we are in ****** and Frontier does not even offer to compensate and tell us they will not as long as they get us to their destination... Are you freaking kidding me!? This is the worst customer service and operations of a company I have ever dealt with. I have a one year old I am trying to keep civil and you all treat us as you have and do not have the decency to offer your max ****** of $600 per passenger if the delay is over 3 hours! This would not even be worth the h*** you have put us through and the unprofessional manner you have handled everything. Assuming that my flight leaves on time and gets to SLC on time I will be awake over 23 hours straight with a one year old and strung along, locked up, and mistreated by this company.

• Initial Complaint

  Date:09/27/2022

  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 booked flights 2 weeks ago with help desk. I was sent email confirmation and my credit card was charged for transaction. I never received tickets. I called today was on phone for 2 hours with representative and manager. They told me repeatedly they do not have a reservation. I explained the email. They basically said I was lying because there was no reservation for me made. I asked if I could forward them the email as well as the credit card statement. They ignored that and continued to say they dont have it. Never offered to get me booked. Then hung up on me. I tried to get them back and was placed on hold. Now I cannot go on my trip that was planned for 3 weeks from now on 10/21

• Initial Complaint

  Date:09/27/2022

  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 the Frontier airlines site, you can take a personal item the size of 14 x 18 x 8. Its the same measurements as Spirit airlines. On Sunday 9-25-22, I arrived at ********* airport well before 2 hours before my flight. I walked to my gate and put my bag which is 14 x **** x 8 into their bin, but it did not fit. However it was well below their size requirement and it ******* under my seat on the plane. The woman working at Frontier told me in order to board my flight, I would need to either purchase a carry on for 120 dollars or I wouldnt be able to fly. That was for round trip. Theres no way I should have been charged for this since there site says I could use this size bag as a personal item. I emailed them and they gave me some sad story that luggage fees are non refundable.