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/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

  5200 NW 21st St Miami, FL 33122-1581

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:09/19/2022

  Type:Sales and Advertising 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.

  Frontier cancelled my flight to ****** from *** august 14th. Then handed everyone at the airport an offer letter stating if we booked a new flight through tripeasy we would be reimbursed $300. After 4 weeks I had contacted them about my check and they said it was coming in the mail. I then received an email asking for my name, address, and picture of the letter. Although I no longer had the price of paper because no where on it did it say I needed to keep it and it said everything would be processed through trip easy. They are now not willing to help or speak to me and are denying me what they had promised and i am now out almost a grand

• Initial Complaint

  Date:09/19/2022

  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 9/18th Frontier Airlines delayed a flight sending an email confirming new time of departure @ 11:45. The new departure time was 12:15.I walked to the terminal at 11:48; at this time the Frontier rep had already closed the plane door and would not allow me to board the aircraft, even though it was almost 30 minutes from the departure time and only 3 minutes after receiving the email. Frontier refused to rebook my flight with a different airline for the same day. Their resolution would have been rebooking the flight on 9/22 without any compensation for my time nor a place for me to stay for 5 days. I was forced to book a different flight with a different airline. I expect to be reimbursed for this expense and refunded the original fare.

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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 was fraudulently charged $99 for a carry on bag by ******* airports Frontier Airlines staff. On 9/19/22, my family and I boarded a Frontier plane with each of us carrying a personal bag of the appropriate size. At NO TIME did any airport or gate staff approach us concerning the size of our bag or instruct us to make sure our personal bag was the appropriate size (which it was since I did check myself). We were allowed on the plane with no statement from anyone saying we had an illegal carry on. In fact, numerous emails prior to the flight state you are not allowed on the flight if you have a carry on and did not pay for it. I arrived home to find a pending charge for $99 from frontier and their rude customer service agent said that I HAD to have authorized it and the airport agent had to have told me. This is absolutely untrue and false. Furthermore, they have fraudulently used the credit card I used to book my flight which I did NOT permit them to do. They refuse to give me my money back, despite the fact that I took a frontier flight to ******* and my personal bag did not incur a carry on charge. I am told the gate workers get paid to charge people and it is absolutely unacceptable that I am being fraudulently charged without a discussion or even interaction with airport staff.

• Initial Complaint

  Date:09/19/2022

  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 have COPD and I have to carry a oxygen machine everywhere I travel. On August 6 we traveled home to **************. I never received my oxygen machine because they rerouted our trip. We ended up arriving home a day later and our luggage didnt come till five days later., but I still havent received my oxygen machine or nor have I ever been compensated for it. I have been having to use my oxygen tanks and they are running out. They changed our flight and didnt tell us and we was in ********* airport for 16 hours. All Frontier have said was that they were sorry. I need my oxygen machine for life. They need to compensate me for the machine or find my machine. They told me to file a complaint online and I did but nothing is being done. It have been over five weeks now and nothing is being done that is why Im filing a complaint.

• Initial Complaint

  Date:09/19/2022

  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.

  08/31/2022 was waiting for flight to leave they made us get off and wait hours and still no flight they then got us a flight for the next day.then they gave a 50 dollar voucher that u cannot use because they said the flights are only 3 dollars which you have to pay more in taxes to use it

• Initial Complaint

  Date:09/19/2022

  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 a flight for me and my husband to spend our wedding Anniversary in *********** in October. Unfortunately, hurricane ***** has hit the island as the storm got stronger over the last week, and now many are without power and it is assumed there is much damage. To avoid loss and for our own Saftey going to an island with that aftermath, I called Frontier airlines to cancel our flight which costed $461. The agent I spoke with refused to work on any resolution at all and did not refund my money even though the flight is a month away. I asked if I could even reschedule the flight to a later date and they will not do that either! This is extremely frustrating and I feel robbed! I want either a full refund or a rescheduling of my flight. I was told basically that frontier is unaware that hurricane ***** hit ************** do not want to be forced to take a flight to an island with nowhere to stay. The company isnt even allowing flights out at the end of September, for obvious reasons.

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising 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 had some booking credits under my daughters name (******************************) and was concerned about how quickly I needed to use them, and how, exactly, I could use them. I called and spent about an hour on the phone with two differently company representatives that explained to me that I had until September 19th to use the credit of $625.96. (Now, this credit comprised of two separate flights that I had booked for my daughter that both ended up being cancelled). When I went to use the credit the night of September 18th, the computer had dropped one of the flights from the reservation credits and only kept the other one. So my full credit of $625.96, was now $297.98. When I contacted the chat representative, I was told half of the reservation had expired, and there was nothing they could do about it. That was it. Even though I was mis-led, and given false information, I am now out $327.98, and the company has no explanation for me, or willingness to give me my money back.

• Initial Complaint

  Date:09/18/2022

  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 purchased round trip tickets from ****** to **********, ** for $1015.91. Frontier changed both flights and on July 17th, we choose to cancel one for $309.23. We choose to keep the second flight.We noticed the 18th of Sept, they canceled our return flight as well on July 13th with no notice and now the overall flight is canceled. We are requesting a full refund of $606.68 for the flights and $100 to join their club. They are offering only vouchers.They are offering a voucher, we are requesting

• Initial Complaint

  Date:09/18/2022

  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 purchased a one-way ticket from ********* to ****** for Monday, September 12, 2022 for $188 with a connecting flight in ***. Flight **** was to depart LAS at 11:40 PM, arrive at ATL at 6:40 AM and my connection was to depart at 8:10am and arrive in ****** at 10am. The plane was not at the gate by 11:40PM and did not arrive until 12:30am. We were told the plane needed to be refueled and cleaned. We waiting another 30 mins and boarding began. Plane departed well after 1am. The plane arrived in ATL at 9:20am and my connection was gone. I was told that I had to wait for the gate agent to rebook me. The gate agent advised she was busy and I needed to wait 90 mins or so before she could help me. In the midst of this, she advised there were no more flights today so there was no rush in her stopping what she was doing to help me and that I needed to find my own overnight accommodations or stay in the airport for 24 hrs until another flight was available. This exchange was brief, rude and disrespectful. I had to book another flight with another airline from ATL to *** for $702.50 whereby I did not arrive until nearly 4pm. I reached out to Frontier 8 times via phone, website chat and FB chat and was told that they would not refund, compensate or extend any credit as they concluded my flight plan finished. I booked a flight from LAS to *** and received a flight from LAS to ATL. I would like my $185 refunded.My Booking No- G5WL2Y

• Initial Complaint

  Date:09/18/2022

  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 had a flight on frontier and I only brought a free personal item. The size limitation is strict, which is why I made sure my bag fit into the size measurement bin ahead of time. In fact, i purchased this bag specifically to meet this size requirement and have flown on several prior frontier flights without issues. When I went to board they said The bag was too big. So I put it into the size measuring box to show them, but they said it was not flush and forced me to keep pushing it further and further down, and in the process my entire fingernail ripped off and I was bleeding and crying. Then, while crying and bleeding and begging them to use their eyes and brain and see that the bag did indeed fit, I finally pushed it one last time and made the bag fit flush. All the while the gate agents were harassing me, threatening me, yelling at me and telling me if I didnt hurry i could not board. Once the bag is completely fit flush, I am humiliated and in pain, they decide I have to pay $89 anyway!.It fit easily under the seat when I boarded. I did not need to use the over head bin. So I had a full-blown panic attack, ripped my fingernail completely off, it was bleeding all over my clothing, i was crying in pain, begging them to please treat me fairly after I had complied with their rules of fitting the bag flush and they treated me like a low-life piece of dirt trying to get something for free. I would have happily paid for a checked bag and not had to carry a bag around the airport with me, avoided a great deal of stress, anxiety and physical pain.I want my 90$ refunded, and i want my entire flight refunded due to the fact that i am sat on the plane crying and having a panic attack and bleeding, with no first aid from the agents, no apologies for their behavior, and no acknowledgement of how absurd it is to treat paying customers like animals. The 3 gate agents need to be retrained to treat paying customers with dignity and respect. Customers pay your salary.