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, 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

• 

  Frontier Airlines/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

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:09/14/2022

  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.

  Frontier is an extremely irritating company to deal with when things go wrong. My flight on 5/15/2022 was supposed to take off at 12:01 AM, and was delayed by over an hour. Figuring out where Frontiers counter was in *** was a nightmare, and with how long dropping off bags took, the flight getting delayed spared me a night in an airport. I can understand that credit card pitches have to be done on budget airlines like this, but having your flight attendants do them at 2am disturbing the sleep of people that had to wait out a long delay of an already late flight is unacceptable.

• 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 charged both times for a personal item as a carry on. The website says any item that is smaller than 18x14x8 is considered a personal item. I have been flying with frontier for years with the same book bag yet recently I was charged twice because it wouldnt fit in the metal containers they have at the gate. The metal container is much smaller than the 18x14x8 they have on the website. I am requesting a full refund of $198.00 for both of my flights this weekend and the removal of the metal containers that are not the correct size according to your website.

• Initial Complaint

  Date:09/14/2022

  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.

  This occurred on August 16, 2022. I checked in on my flight 8 hours before. When I arrived at the airport which was 2 1/2 hrs before departure I walked in line waited 30 ********** told me I dont need to wait in line because I already paid for baggage & checked in online so they sent me to a kiosk & the first kiosk was not working i then waited another 30 min for another ********** tells me reservation not found. I had to go back in line and waited 45 minutes to get checked in. Went through the *** with an only an hour left and that took another 45 min. Were approaching the ********* saw the ************ saw that were heading towards ********* closed the door one minute later she comes out & says its closed. I had my 3 kids with who are ages 5, 4 and 1 years old. We were left at the airport. We had to pay $1192 with American Airlines just to be able to bring my family home with 2 hours of layover. We had a horrible experience and will not be using Frontier in the future. I have attempted to correct this with frontier and they said they would issue me my Rufund ($558) including what I had to pay American Airlines ($1192). They said it would be resolved 14 days from the date of 8/18/2022 and it has now been 26 days and it has not been resolved.

• Initial Complaint

  Date:09/13/2022

  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 were scheduled for a flight out of ********* at 6am on 9/12/22. We arrived at the airport at 4:57am. We checked in online and paid for a checked bag prior on 9/11/22. We waited outside to have our bag tagged with the outside kiosk for almost 20 min when the lady at the desk asked that everyone behind a particular individual, who we were directly behind, needed to go inside to have their bags tags as she was not the only person able to tag bags. We waited in line another 15 min putting us at about 5:35/5:40. The kiosk wouldnt not allow us to tag our bags and the lady assisting with the machines indicated that we were too late to catch our flight and that we would need to go to sales and have our flight rebooked. We talked to the lady at sales around 5:50 am who let us know that she could not get us home until Wed! When I asked if there were any other available flights that we could catch on any other airline, the lady let us know that bc it was not their fault that they could not do that for us not even with a change fee and she was unable to assist. Come to find out, our original flight with frontier was delayed until 7:30a and we were not allowed to board, offered a change fee, or a refund for the flight! In the meantime my husband and I got out of the line and purchased an one way ticket through delta at 6:10a for a 7:30a flight! We were able to take a shuttle to another terminal clear across the airport campus, checked our bags, made it through tsa well before our 7:30 flight when all the while we should have been allowed to board our flight through frontier that departed at the same time. I contacted frontier on 9/13 While on the phone I was offered a refund for the flight that would be available within 7 days. Once I mentioned being compensated for the unnecessary flight purchase I was told I was then marked as a no show and would not get the refund for the flight. Please ask for the recording. Agent Rez agent number ******. I have provided the policies

• Initial Complaint

  Date:09/13/2022

  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 from ** to mi and when i got confirmation it was the wrong date. I tried immediately to get a hold of them with no sucess. When i finally got someone 2 days later they said it will be more$$ to cancel it. I did go back on and book a flight on tge right day because my handicapped husband was on that flight and cannot travel alone.

• Initial Complaint

  Date:09/13/2022

  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.

  This involves 3 reservations.1) Confirmation F8C4VF - our flight was scheduled to leave *** shortly before midnight. We drove out if our way to take this direct flight. My husband, myself, and six year old. The flight ended up being delayed 4 times and finally departed 3.5 hours later. To our dismay we ended up having our six year sleep on the floor for few hours. This was a terrible night. We weren't given an explanation or a care by Frontier. We missed our pre-planned reservations due to this. **************** just gave us a canned response and no help.2) Confirmation TJ8PRE/BCCZKG - I got rebooked to Thursday as Wednesday had a ridiculous layover. I basically will have to sit with my 6 year old for TWO DAYS and NIGHTS at the airport. I asked about hotel accommodation but apparently only Frontier Corporate can do anything and after standing 3 hours in line...no real resolution but a flight two days later. We arrived and checked in and flight was cancelled 5 minutes before boarding. It left dozens of us scrambling to service desk...3 hours standing in line and now now delayed of 48 hours. Frontier doesn't care.

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased a Frontier Flight (CONFIRMATION CODE IS D7NCWV) flight from *** to Chi to on Aug 23, 2022 for a surprise birthday party for my mom. I was at the ATL airport on time. My flight was due to leave (Departing Flight ****) @ 2:39 pm. Boarding started @ 1:50pm. I do not like waiting around when boarding begins for flights as its a bit chaotic for me. I found that going to my gate towards end of boarding is calmer and less jam packed. I got to gate D1 @ 2:15pm. I was instantly confused because the D1 gate advertised it was a flight scheduled to head to ************. I had a few people ahead of me, but once I go to the counter, I asked will they still be leaving to ******* from D1 according to my ticket. She informed me that the flight was actually leaving out of E7 and that the flight was already set to take off so she rebooked me for a flight the next day. I never received an update and the clerk let me know that they "never send update emails". I was very upset the departure gate had changed without warning. When I asked her for their customer service number, she literally told me that she didn't have it, didnt know it, and when she called another rep for the number, she sounded dismayed at the question and asked who needs it (she had the conversation on speaker phone) to which her reply was a customer at my counter to which, finally, the women on the phone said id have to go to get the number from their ticketing customer service gate. When I yelled to the women over the phone why did she have to know who was asking for the customer service number, she dropped the call. I also tried calling their main customer service line and thats a completely useless joke as it hangs up in your face if you dont select any of the options (options that are very basic and can easily be found on their site. Things that you dont even have to call for!). When I got to the front counter, the only option the young lady said she could do for me was rebook my flight for t

• Initial Complaint

  Date:09/13/2022

  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 on the frontier app. I opted to be able to pick my seats and the package deal for carry on and checked bags. After the app processed my money it kicked me out I wasnt able to pick my seats they were picked for me I have cerebral palsy so I wanted to pick seats in the front I was 2nd to last row. When I went to kiosk to print out my slips for my luggage it wasnt there. That was an additional $256.00 for a service I didnt get or use. Ive been on hold now with frontier for over an hour. They told me I dont get refunds on bundles but I know the airline can check and see that I sat next to an empty seat rather than with my friend and helper who helped me on and off plane

• Initial Complaint

  Date:09/13/2022

  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.

  Purchased 2 round trip tickets on 08/18/22 (*** to ***) at a cost of $439.94 (Departure: 08/25 at 12:25 pm). On 08/22 my partner began having COVID symptoms, but tested negative. *** evening of 08/24, she tested positive. Both test were performed using the at home test kits provided by the U.S. GOV. *** following morning I informed customer service canceled the flight. I informed the agent that the trip would be rebooked once we were negative. I promptly completed the refund form after our call. My submission included a timestamped image of our COVID test as advised. With the understanding that we had checked all of Frontier's boxes we moved forward with isolating and taking care of ourselves as the symptoms got worst over the subsequent days. Once we tested negative I rebooked the flight for an additional cost of $511.92. It was after this process was completed that I discovered Frontier had rejected the request stating that "You must provide documentation from a medical provider that indicates a positive test result for COVID19". At this point we had both tested negative for the virus. I contacted customer service and laid out the situation. I was informed that a direct refund could not be provided, however flight credit in the amount of $439.94 would be issued with a resubmission of the request. Once again I followed instructions and submitted the form, and was meet the message quoted above.We ended up taking the rebooked flight the following week, a fact that Frontier is aware of. I simply ask that Frontier refund the initial flight that was canceled due to COVID. Valid, timestamped proof of a positive test was provided. Neither passenger was in any condition to travel to a provider due to the severity of the illness. Given, how difficult frontier has made this process and how unwilling they have been to show an ounce of good faith, I cannot recommend anyone do business with this company. However, I'm leaving this door open for them to make things right.

• Initial Complaint

  Date:09/12/2022

  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 scheduled a flight from ******* to ******* (Conf. KY6DPP) for September 9th for my dad. He is a retired vet with a disability and needs extra leg room. I paid $33 extra for leg room on the first flight, and another $38 for extra room on the connecting flight. After waiting at the aiport the flight was CANCELLED for landing gear problems. Agents weren't helpful, she said she couldn't help us at all. They told us to call a phone number that didn't even work. I then called Frontier with the website number, they directed me to talk to the airport agent. I asked for a refund and they said that wasn't an option. They finally offered a next day flight, but it wasn't scheduled to arrive until almost midnight Saturday night. I had to be there for my wife's surgery Sunday morning. I was worried I wouldn't make it in time. I looked online and found another option out of ******* Midway that was not much more than what I paid for this ticket. Instead of just changing the flight, they charged me an additional $17.40 because I was requesting an airport location change. They also said they couldn't honor the extra fees I paid for the extra leg room through a refund or for extra leg room on the new flight. My dad had to stay an extra night in *******, get a ride to ******* (2.5 hours each way with $16 in tolls), not have leg room and no one would help me at all. I sent an email through the website and got a quick response saying they couldn't do anything. I just spent an hour on the phone with an agent, and he acknowledged that I was right but he still wasn't allowed to do a refund (only for the extra charges) or a voucher because I had accepted the terms when I paid to reschedule. They woudln't give me a refund at the airport! AND my dad had to get to **! All I have asked for the extra money back that I paid? The extra leg room seats and the airport change fee. The minimum I feel I deserve at this point! I have been so patient and calm, but so frustrating!