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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

    • 6,422 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/26/2022

      Type:Sales and Advertising 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,I am filing a complaint in regard to Frontier Airlines losing my luggage. I paid a large fee to have my belongings lost in transit on my way home. I filed a lost luggage file with Frontier, who informed me that they had found it in the Carolinas and that it would flown and mailed to me. After multiple weeks I called back Frontier who claimed that they had lost my address, email and phone number. I corrected this information and asked them to get back to me ASAP. They informed me that they had lost my luggage and that I needed to fill out a report and collect my receipts in order to get money to replace my belongings. While working on this task, I found out last weekend that my page to online page to complete this task had been removed. I am now trying to work with Frontier to start this process again. I was told that I need to call them and ask for Luggage. When this is done, it then hangs up on me. I have been waiting on hold for over an hour to file a complaint and be sent to the right department, but I dont believe anything will be done properly without some push from BBB. Please help me get a fair price for the belongings that they lost.

    • 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.
      September 22, 2022 my partner and I were booked on Frontier Air flight **** traveling from ****** ****************** to ***************. The flight was scheduled to depart at 9:47 AM. After boarding the captain informed that an employee on the ground had overfilled the planes gas tank. The flight would be delayed 10 minutes until problem was corrected. After 30 minutes the crew informed we had to get off the plane. We were then reboarded an hour later but were told after 15 minutes the plane was still overweighted and we would have to get off the plane once again. I kept getting emails the plane would board in one hour but it never did. Finally we received an email the plane will depart at 7:30 PM. Then that changed to 8:30PM and then changed to 9:30PM. The plane actually departed at 10:30 PM. We were not provided any correct information from the crew. We were told multiple different reasons of the delays. The total delay time was **** hours. We were told we could get a refund but there were no other flights out to ****** at that point. We were not offered a hotel compensation. I received by email a $20 food voucher and a $30 food voucher but was only able to use the $20 voucher the $30 voucher did not work. This was an extremely stressful situation. Hotels next to ****************** were $400 per night and we could not afford to go to a hotel. We had to spend money to eat and have beverages at the airport. I would like a refund for the seat upgrades and luggage costs I incurred plus part of the airfare. I do not want a voucher from Frontier.

    • 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 recently upgraded to two front-row seats on a plane (valued at $75 each). Once on the plane, I was asked by flight attendants to move to accommodate a woman who had surgery the day before and was bleeding from her legs. My husband and I moved and I believe that I should be refunded $150 for the upgrade of both seats. I attempted to resolve this with the merchant (Frontier Airlines) and was told that because there was no record of the seat change, that I was not entitled to a refund. Making such record is not the responsibility of the purchaser. I chatted with a Frontier representative who said "without a confirmation from the personnel at the airport" they could not refund me. So they are aware that it is not my responsibility. Frontier staff on the plane should have notified Frontier representatives at the airport or elsewhere of this change.

    • 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 went on a frontier flight *** to ********* August 24 at 9:26 pm , I have checked in my stroller and when I got to ***** it wasnt there i have filed a misssing stroller give the information and they keep saying they havent found it for over a month and never got back to me, my daughter has been with no stroller for a month . This is very inconsiderate.

    • 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.
      On August 16, 2022, my family of four took a Frontier flight from ************** (***) to ******, ** DEN. We were unable to take the stroller on the plane and checked it at the gate. Arrived in ****** to the UPPAbaby G-Luxe ************** ($200) missing one of four wheels. We immediately told the Frontier employee at gate. She went down the walkway to the plane and stated the wheel was there and directed us make a claim. Claim filed right away with baggage claim employee who took photos of the unusable stroller. Now, Frontier is refusing to assist with resolving the matter. Note: Frontier provided a $100 flight credit that day while they processed the claim. The flight credit will in no way assist my family with the purchase of a replacement. They did not give us the wheel (so they kept our personal property from us and deprived us of it) so my family cannot even try to fix the problem they created. They can keep their flight credit. I am seeking assistance getting a reimbursement or replacement so my child can have a safe stroller. I will even take a refund from the amount paid for the flight so I can buy my own replacement stroller.Thank you for your time.

    • Initial Complaint

      Date:09/26/2022

      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.
      my flight has been delayed for over 4 hours and counting, frontier has not provided food vouchers or given a time when the flight will depart. Cannot leave the gate for fear Ill miss the flight due to their poor communication.

      Customer Answer

      Date: 09/28/2022

      Full refund of the flight, horrible experience overall. Can be issued as a travel voucher or cash

    • Initial Complaint

      Date:09/26/2022

      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 buy flight ticket for from *** to ***, 1 stop in ***, When I arrived LAS, I am waiting at airport 4 hrs. The boarding pass show the boarding gate is E8, I am waiting there 4 hrs. But still miss the flight, Because of changed boarding gate to the E10 without notice .I came to the counter desk to complain with officer,they said can change tomorrow night same flight,but I can't accepted,because I have important meeting at tomorrow daytime.I have to arrived tomorrow asap.So I have to buy other flight ticket.They said will full refund for their fault,but they cant help me in their side,I need call customer service number . Then I bought other airline flight ticket to *** at 9/18.It cost me $1520 and hotel $125.I am rush and focus to work during my business trip.When I come back,I requested full refund to customer service ,because of their fault make me missed and damage, they refused.

    • Initial Complaint

      Date:09/25/2022

      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 family booked a flight together to leave from ******* back to our home in *********. Our flight was delayed and they moved half of our party to a 12 pm flight departure and the other half of our party to leave at 5 pm. My children were separated from me and the airlines refused to allow me on the same flight as them. they denied to do anything to help me and they made it seem like it was no big deal from my children to fly without their mother. I am so disgusted with this airlines

    • Initial Complaint

      Date:09/24/2022

      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.
      9/23 expected departure date:Received 3 different texts about flight delays time frames later and later into the next morning. Wife contacted customer service to confirm when we should arrive for baggage check in was told no later than one hour prior to departure time of the flight.Regular departure time 11:30; last departure text was 1am. We arrived at 12:15 to check bag and no staff was present nor was there any one available to assist through customer service phone line after hours. Were told we could not get through tsa and would need to contact Frontier in the morning for further assistance. File complaint with Frontier and contacted them continuously through email and chat and phone however the customer support team hangs up on me or does not want to help because the system marked me as a no show for my flight. Im requesting a refund for my entire flight and an apology due to the miscommunication as the delays are not My fault.

    • Initial Complaint

      Date:09/24/2022

      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 a ticket # *********** to fly to ******** ****** on Sep. 2 to Sep. 21 with INSURANCE to fly on Sep.14. However a close relative died on Sep. 12 and the funeral was on Sep.16. I couldnt do the travel because I had to attend the funeral on Sep.16. I explained my situation and sent the Frontier Airlines insurance contractor with funeral NOTICE to NO avail. I need your help in recovering the Money.$373.98 I also paid$56.10 for insurance.

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

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