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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

    • 6,420 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:09/27/2022

      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 flew a direct flight on frontier from ****** to ********** on Saturday September 24, 2022. I paid for a seat for my 15 month old daughter, so she could fly in her carseat, and a seat for myself. When I got my seating assignment, they had assigned me to seats 33D and 33E. Based upon my previous experience flying with my daughter, I knew that I was only supposed to place her carseat in a window seat so as to not block in another passenger in the case of an emergency. When I got to the gate, I went to the attendant as asked if I could switch my seat to a window seat to accommodate my daughter carseat. The gate attendant told me that I would not be allowed to switch unless I paid to up grade my tickets. I then asked if I could install her carseat in the middle seat that she was assigned to. The attendant told me that due to safety I could not install my daughter's carseat in that seat. I then asked if I would be able to ask the person next to me if I could switch seats with them so we could use the window seat. She told me that the person sitting next to me had purchased their ticket and would not switch with me. The gate attendant told me that the ************ I had were to pay to upgrade our seats or have my daughter fly in her assigned seat without her carseat. I asked if there were any other window seats I could be moved to, and she said that I would not be allowed to sit anywhere else on the plane unless I paid. I was forced to pay $45 to upgrade our seats in order for my daughter to fly in a seat with her carseat even though I had paid for a ticket for her to fly in her carseat. Once we were on the plane, the crew informed us that there were plenty of open seats on the flight and they allowed passengers to move to seats that were open. I contacted Frontier and asked for a refund for my $45 since according FAA regulations, airlines are supposed to allow children who have their own seat to use a carseat that is FAA approved. Frontier denied my request.

    • Initial Complaint

      Date:09/27/2022

      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.
      My flight from ******* was delayed 3hours+ due the plane never leaving ****** for an on time depature. I was informed by the attendant at the front desk that she would be submitted a refund request on my behalf. I then called 4 days later and was assured that the refund request was submitted and that I would recieve the refund. I am now being told that the refund request was denied. At no point in this transaction was I at fault. I am puzzled as to why my request for a refund and of which I was told is not being honored.

    • Initial Complaint

      Date:09/27/2022

      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.
      Hello, on 06/23/2022 I purchased a flight through Frontier by using Uplift, my confirmation number Rj63UF. On 07/05/202 I requested a cancellation, there was a fee and the refund was supposed to be done to ******. I contacted Frontier and they indicated that the refund should be done within 30 days. Fast forward to now, I contacted ****** after many attempts and they finally told me that they havent received any refund. They stated that more than likely Frontier issued a credit to my account but it doesnt show any details on my account or even through email of this. The representative from Frontier even stated I will be receiving a refund. How am I supposed to know? If its a credit I dont want it and I want a refund of the remaining $349.92. Ive tried contacting frontier multiple times and with no avail. I would really appreciate your help.

    • Initial Complaint

      Date:09/27/2022

      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.
      Im requesting full reimbursement for an airline ticket that I had to purchase because frontier cancelled my flight for 9/26/22 flight ****, ****** to ************ . The purpose of purchasing my airfare with frontier was because it was affordable. I was offered he option of rebooking which be for the next day on their airline not another flight with its competitors. I was stranded!!! I had to purchase another ticket for $373 with American airlines. I would like a refund of my original flight and reimburse for $373 I paid for another ticket.

    • Initial Complaint

      Date:09/27/2022

      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.
      on 5/10/2022 I was looking for tickets to fly from ****** to ************ *********** (from May13-May 15 ) I went on Expedia website and found tickets for ****** $ with taxes I went ahead and booked the ticket, the checked out the total price was ****** $ ( check the screenshots uploaded), and once I submitted my payment I got a notification that I was charged *******, I immediately called Expedia customer service, and explained what happened, they apologized for the mistake and said they will handle it and they canceled the flight for me( because I cant do it on the website because its low fair flight) t and said that they will void the transaction. But after they canceled, and a few days later I discovered that the payment went through, and I contacted them again and they promised a refund, and nothing happened and the airlines also didnt want to refund, at that point, I contacted my credit card company, to dispute payment, and first I got the money and they said the case was in my favor, but frontier disputed my case and they took the money again, I didnt fly with them and canceled the flight within 2 hours of booking, I attached screenshots of my checkout total, cancellation email with dates and times

    • Initial Complaint

      Date:09/27/2022

      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.
      I was charged a $99 fee for a carry-on bag that I did not have. When I called frontier to have my money refunded, they stated that since their agent made a note that she spoke with passenger before boarding that card on file would be charged. I would not be refunded my money. I never spoke with an agent this morning. My boarding pass was scanned and I went through with A PURSE. When calling and speaking with a supervisor, she said that my purse could have been confused for a bag. Its a small purse. I would like my $99 refunded and for their employees to stop scamming passengers in the middle of a hurricane.

    • Initial Complaint

      Date:09/27/2022

      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 round-trip tickets from ******** (***) to ******* (***). On the way out my flight (****) was scheduled for the 22nd september at 5:55 p.m and when I was already at the airport I received an email saying that they had changed the time to 7:12 and 3 hours later I received another email saying that the flight was changed to 7:54. I was supposed to arrive in ******* at 8:44 pm, but I only arrived at 11 pm, as it was late my transportation was no longer available and I had to take an uber to go to the hotel, I spent $54.94 on transportation.The day before my return (September 25th), I received an email from them saying that there could be a change in the flight schedule and that they recommended arriving at the airport as early as possible. My flight (****) was scheduled for 2:24 p.m and I arrived at the airport at 11 a.m, at the time of the flight they didn't notify anyone and simply changed the panel saying that now the new time would be at 4:48, but at that time also not they let us board and I received a new email only at 5:26 p.m. saying that the new time would be at 5:50 p.m., at 5:51 I received a new email saying that the flight would now be at 5:55, but they didn't release it and by end at 6:06 I received another email saying that the flight would be at 6:30. I spent more than 7 hours at the airport waiting as they recommended arriving earlier, I missed all the appointments I had, I spent more than $50 on food and I arrived at the ******** airport only at 9 pm, it was raining hail and I had to take another uber to I managed to get home and I spent another $63 to get home safely and as quickly as possible as I would have to work at 5 a.m on Monday

    • Initial Complaint

      Date:09/27/2022

      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 July 6, 2021, I booked a flight to *******, ** from *******, ** with my family on August 3rd, 2021. Shortly following, on July 16th, we cancelled it due to Covid. I was told that I was given a credit for the amount spent and I obliged, knowing that we would be utilizing your airline in the future. I am aware that I could have asked for a cash refund, but I decided to give you the benefit of the doubt as I have frequented it numerous times.I attempted to book this reservation earlier this year, realizing I have been scammed. This credit that was given to me was only to be applied to airfare only and not to my entire trip. Even though when I paid my $287.80, it was for my entire trip, not just the airfare. I have searched every single route out of my location, none have an airfare even close to that amount. For example, a whole trip to ****** is $269 but the airfare is $2.06. This is a scam. I have spoken to numerous agents and spent countless hours on the phone only to be told the same thing, There is nothing we can do on our end. The credit was extended by your agents yet still, there is no flight where the credit could have been utilized in full. The credit could have just been applied to my entire flight and I would have been satisfied.As settlement of all claims related to this matter, please send me a check or money order for $287.80 on or before October 25, 2022. This amount covers my out-of-pocket losses, and fair compensation for my inconvenience. I would also accept a CREDIT that I could utilize IN FULL for my full trip/expenses. If I don't receive payment/credit by that date, I intend to discuss this matter with a personal lawyer and explore all my options for getting fair compensation. I am sure I am not the only person that has been affected by this egregious policy.Flight Confirmation Code: KC48FT

    • Initial Complaint

      Date:09/27/2022

      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 did the mistake of canceling and refunding my flight with out acknowledge or giving us any news or update. WE were check in and even placed on flight to only be kicked off which include a infant and sick child. They did not help us rebook or give us a hotel. We had to rent a car a drive 15 hours back home.

    • Initial Complaint

      Date:09/26/2022

      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.
      I was scheduled to travel to ******* ******* on 29 September 2022 , unfortunately I was informed by my relatives that ******* was in an emergencies conditions due to Hurricane *** forecasts. I calked the Frontier Air customer services to let them know about the emergencies however they told me to make a trip before Oct 10, or they will charged me $100.00 per ticket , i told them that I worked as a nurse that the **************************** They plan charged me for making said cancellation.

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

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