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.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

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:09/17/2022

  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 had a flight from ******* to ************ on september 16th. it had a stop at ******** the ******* flight got delayed because of maintanance-technical issue . when i arrived at ******* they said the connecting flight already gone and i have to rebook. there was nobody at the counter!!! it was midnight i had to wait 6 hrs for somebody to come. they said that they cant rebook any other flight and just a portion of the tickets will be refunded not the full price. this is ridicoulous they ruined my whole travel plan and dont even refund the money i paid. flight confirmation WEUEND ******* to ******* flight number :F91338 ******** to san **** flight number F9106

• Initial Complaint

  Date:09/16/2022

  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 wife and I were supposed to get ****** bonus points when we signed up for our frontier credit card. My wife never got hers to begin with and I only got ****** points but that is an issue I wish to address after we address the one I am about to tell you. My daughter also got a credit card with frontier. she invited me to pool my points so I did. After that we realized my wife never got her points so we called frontier airlines and in the meantime my daughter went ahead and booked two plane tickets with her points. The next day I went to book my ticket and I was unable to access my points anymore because they were in the family pool. That was over a week ago. Since then, my wife and I also filed an official complaint and I dont even know how many phone calls weve made, 3 of them were dropped. my wife deserves ***** points that she never got and I deserve ****** total points too but I at least need to have access to the ******************************************************************** the family pool. I dont know why this is taking so long and why they cant resolve this. It has been a horrific customer service experience trying to get this resolved. I have been told that I used my points which isnt true. I was once told my points were expired. my wife was told that she filled out her credit card application as an authorized user. well then why did she give up her Social Security number and birthday? We have been on hold for up to 20 minutes at a time. somebody needs to help us. I give permission for you to speak to my daughter. her name is ******* and her phone number is ************. She used to work for a credit card through MasterCard as well.

• Initial Complaint

  Date:09/16/2022

  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.

  On September 6th, I landed at the *************** on a redeye from *********. Upon arrival my brand new luggage was damaged at the handle. This was the first occasion I had to use this luggage. It was intact at the time of check in. I immediately went to the one site Frontier ************* at the ******* airport, where I was instructed to file my claim online. Four days later, I was contacted via email to provide photographs to support my damage claim. The representative claims that they are not responsible for damage to handles, wheels or straps of baggage, as this is usual wear and tear. My bad had not been previously used, therefore, it is unreasonable to consider this "wear and tear." Additionally, the DOT(transportation.gov), for which American-based airline carriers are subject to, states that "Although airlines are not required to cover fair wear and tear, airlines cannot exclude liability for damage to wheels, handles, straps, and other components of checked baggage." Frontier took possession of my checked bag in a whole state, but returned to me a damaged and unusable product. It is poor business practice to mishandle bags and assume no liability, while requiring I pay for checked bag service as an additional cost. Frontier did not provide a free service, but rather appointed a fee for transport. It is not unreasonable for me to expect that such cargo be delivered in like condition.

• Initial Complaint

  Date:09/16/2022

  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.

  Flight in question September 13th 2022 Booking Number ZHKY4H booked flights with Frontier airlines on July 9th has been cancelled an rescheduled 3 times with the final part of this adventure being that you could now only fly me one way to men with no return flight to ***. This forced me to book another return flight with another airline, I received a notice that my refund (*****) was in process along with my voucher(50.00) being return to me as well with no expiration date on Sept 1st 2022 I called you on Sept 16th at *****am and was shuffled around for 57 minutes on hold and with 2 different people only to result in being hung up on, during one of the broken English speaking persons I was told refunds would take 4 to 6 weeks, this is unacceptable since 3 other people in my group, all having the same issue, have already received there refunds and vouchers return to them only after having to complain about Frontier airlines.

• Initial Complaint

  Date:09/16/2022

  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 am traveling to Phili for a funeral on 9/21/22. I logged into Frontier on 9/16/22 to add seats, since I booked through Orbitz, also on 9/16/22. The website prompted me to fill out personal information, I did. I then selected 4, $17 dollar seats. 2 of us traveling round trip. When I went to pay I was kicked, I immediately logged back in and prices were $27 a seat. I reached out to Frontier and was told by them I was kicked because I booked through a 3rd party and my personal information wasn't filled out, they then admitted it was a website error. That is incorrect, I filled that information out before selecting a seat, on their website you cannot select a seat until your personal information is filled in, the select seat button is actually grayed out until you fill out the personal information.I contacted Frontier also on 9/16/22 via phone and website chat and was told by them it was not my fault and they admitted it was a website error that caused me to be kicked but I will now need to pay the $27 per seat. $40 more on the round trip, plus tax. Frontier is standing by its decision to not offer any corrective action. I was told by a manager that it was their error but I will still have to pay the higher price, when I asked for the recording she hung up on me. I called back in on 9/16/22 and was told their policy is to not give recordings to customers, then I chatted them again through their website and was told it needs to be requested through IT. I feel that I have been taken advantage of and am being given the "run-around".I want to pursue getting them to agree to $17 per seat, in the seats we originally chose. Row 19 middle and window seats for both flights. We are not seeking seat upgrades we just want to pay to the agreed-upon fair price of $17.I am in a moment of grief and this situation is making that worse, I am also pursuing $5000 for damages to my emotional state, mental state, and the estimated time spent trying to fix this issue.

• Initial Complaint

  Date:09/16/2022

  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.

  We were supposed to fly out on flight 2022 on frontier September 8th at 11:59 p.m. we came in I told her flight was late an hour and a half they shuffled us to at least four different Gates for flight change gate change I should say we get to our last game it's 2:30 a.m. let me tell us there's no more flights going out tonight customer service was absolutely awful nobody would talk to us and if they did they had zero answers the only compensation we got for waiting on almost ************************************************************** the airport and we have to show up so much early was a $10 food voucher I contact them through their customer service on Monday they said somebody would be getting back with me and I said you've got till Friday and if you don't I'm going to contact the better Business bureau so that's what I'm doing we was not the only flights we was the third flight that evening to be done the same way we watch supervisors walk off and ignore people that was talking to them cuz they didn't have answers either it's a poor way to run a company and I will not be flying them again.

• Initial Complaint

  Date:09/16/2022

  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.

  Airline made clear one personal item was permitted free of charge on my flight. I measured my item with a tape measure before heading to airport. It was clearly small enough to qualify as a personal item and it also fit in the airlines sizer at the gate. I also checked the dimensions where I purchased the bag. it is a travel pro maxlite3, designed to fit under the seat of an airline and the dimensions the company publishes also show it is sized as a personal item under frontiers guidelines. A very rude gate agent stopped me as I boarded my DCA to DEN flight, Demanding my credit card. She Did not even tell me how much she was charging. She just said I cannot board the plane without giving her my credit card. She then slapped me with a $99 charge. It was crazy. She would not even have a discussion about it. I showed her the bag fit in the personal item Sizer. She just looked annoyed, charged me and would only engage in a conversation about whether I wanted a receipt. I complained to the airlines customer service department online. They apologized and said they would talk with the employee. But then they made the absurd claim that fees charged at the airport are out of their control and theres nothing they can do to get my money back. What? This was a fee the airline collected. I have a receipt from frontier. They need to give me that $99 back. Thank you for your help resolving this.

• Initial Complaint

  Date:09/15/2022

  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 luggage was lost on **#**** on June 12,2022 (baggage claim #F9 **********). Filed a complaint immediately at airport and on line. Sent to headquarters list of lost items and receipts for most. Many phone calls and emails later, no word from Frontier on reimbursement for $1,850.00.Please help me resolve this issue.

• Initial Complaint

  Date:09/15/2022

  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.

  Description of Problem/Inquiry/Comment: I'm beyond upset ,embarrassed and want to take legal actions, I called to speak to a supervisor yesterday and today and know one has contacted me. I just had surgery and had a doctor's note with instructions on how to sit during take off and landing using a special pillow, flight attendant by the name of ***** told me I could not sit on the pillow and if I didn't listen she would ask the captain to get me off the plane, I explained to her I **** had surgery and showed her my doctors note, she said she didn't care and got in my face, I told her this was a liability and she chuckled and said not s liability on me. If something would've happened to me or the pressure on my insicions would've opened I would be in trouble. She then called me out and asked me to come to the front of the plain and told me next time not to make a scene I told her she was rude and didn't want to hear me and I was in pain she then stopped me and said I no what you got , (I'm assuming the type of procedure) I then asked another flight attendant if there was a row that was empty so I can lay down ? she said yes come to the back , ***** then told that flight attendant no I could not lay back there. I felt as I was being targeted by this individual, later on she told me to go lay in the back. I was mistreated , embarrassed because someone felt like they could bully a individual maybe because of my skin color? Or because she thought she was highher authority

• Initial Complaint

  Date:09/14/2022

  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 was planning on flying on 09/08/2022. My sister, who I was flying to ************* with, had an accident that same week. My sister, bought her ticket separately, but we were going to fly together under separate reservations. She was no longer able to fly due to her injury. I was no longer able to fly because I was taking care of her. I reached out to Frontier on 09/06/2022. I attached a doctor's note proving the injury occurred. They have stated that my name needs to be on the doctor's note to prove that I was unable to fly because of my sister's injury and that we are sisters. The doctor's ****** explained that they are only able to put the patient's name on the doctor's note. I have offered to submit a picture of mine and my sister's licenses to prove we are related. The airline told me to go ahead and do so, but they warned me that it may not help me get a refund. The sister's ticket has been refunded, but mine was not. I am asking for a refund for my $248.97 ticket.