We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for Frontier Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Frontier Airlines, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 6,430 total complaints in the last 3 years.
    • 1,561 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:09/12/2022

      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 had a flight scheduled for 3:35 PM on September 8th going from ********, ******* to *****, **. I arrived at the airport 2-3 hours earlier only to find out I would be there for the next 8 hours. Less than a hour before my flight I found out my flight would be delayed by an hour. But that was only the beginning. My flight continued to be delayed and a 3pm flight ended up being a 8pm flight. The flight was delayed for over 5 hours and we got no valid explanation why. They only offered us a $15 meal voucher but that was not helpful because I already ate. They did not offer any type of compensation and their policies and customer service is the worst. If they would have offered some type of credit I would still fly with them. I will no longer be flying Frontier Airlines. A lot of us passengers had work and plans that was interrupted due to this 5+ hours delay. Frontier need to treat the passengers better because a lot of people will not be flying them no more because they are unreliable.

    • Initial Complaint

      Date:09/12/2022

      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.
      The plane was loaded at 5:10am then we had to be unloaded at 7:39am the 6 of us are under number U8tsrv And 1 under hdqjqd 8:18am still sitting on the plane number 2 waiting to get going. Almost 3 hours of sitting on planes on the ground the seat are hard as a rock we need drinks the poor workers dont get paid into the doors close.8:40am we are getting ready to take off or should I say we are leaving the gate 3 hours in ************************************************************************************** food.Update 8:56am still not in the air. Still no drinks or food after sitting on here for 1 hours and 15 mins on the second plane of the day Update we got to ***** ** from *** 3 hours and ************************************************************************************************** and still waiting to get a week. The web site says if your delayed over 3 hours they would compensate.

    • Initial Complaint

      Date:09/12/2022

      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 19th me and two of my kids were pulled out of line forced to pay for our carry on luggage even though most everyone else in the had the same size bags. The flight attendant **** was rude and unhappy to do her job. When I got home I called and requested a refund was told ten days it's been ten days now they can't see to find where I called.

    • Initial Complaint

      Date:09/12/2022

      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 purchased a flight from ******* to ******* through Frontier. I had made a mistake by booking a day later than I should have. I went to the site on 9/1/22 to try to reschedule and canceled the flight instead so that I could rebook. I did notice that their was a cancellation fee of $99 but the site does not state anything else beyond that. When I canceled the flight, Frontier took all $275.92 of the cost. I reached out to them and they told me the fee is $99 per flight, per passenger. Nowhere on the site does it say that regarding cancellations.

    • Initial Complaint

      Date:09/12/2022

      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.
      Tuesday Sept 6, I flew to ** from *******. I paid for a checked bag of $60 and due to me getting stuck in traffic I arrived at the airport a 1/2 hour before my flight. They would not check my bag and they would not refund the money.

    • Initial Complaint

      Date:09/12/2022

      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 purchased two tickets from Frontier for a flight in May, 2022. The flight was cancelled and since it was last minute and the only flight from the small airport I could not rebook. I applied for a refund and they said they would investigate and send me a check. I heard nothing further and I started checking federal regulations. They should have automatically refunded purchase price to the credit card. The main purpose of this complaint is to let consumers know that they can file a complaint with the *** and your refund magically appears as soon as *** has accepted your complaint.

    • Initial Complaint

      Date:09/12/2022

      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.
      My wife and I with our two children (ages 2yr, & 2mo) traveled from ****** **(***) to ************** ****(***) with a stop in ********* on Frontier on September 8, 2022. In ****** the frontier ticket counter associate took our toddlers 5 point harness and our infants car seat base to be checked in with the final destination as ***, our stroller with infant carseat would accompany us on the plane and would be gate checked. Our trip and flights were going great until we arrived at *** and when we were waiting in the jetway to receive our stroller system and I saw the worker throwing our stroller onto the conveyor belt multiple times and watching it tumble back down the conveyor belt, he then threw the seat and infant seat on as well and when he went up the stairs to retrieve them he permitted the car seat to tumble 30 feet down the belt rolling onto the hard pavement. I expressed my frustration with him and his actions to him, the pilots, and the flight attendants and received no help with the matter other than a Phone number to call to report it and to report the damage(scratches, scrapes, scuffs, black scuffs on fabric) After that we went to retrieve our Checked car seat and car seat base to find out that it had not arrived. we went to the baggage service office for help and they asked that i fill out a claim for the lost items and a damage claim for the stroller system. I had mentioned that we had a rental car set up and the worker told me to get our rental car keys to. make sure we did not lose our rental since a few hours had passed now and to return and she would assist me in filling out the damage claim and taking pictures. When i returned after getting our car rental she was gone, we waited around for a few more hours checking the ticket counter and the baggage service office at *********** and no Frontier staff were anywhere to be found and even having the airport page them multiple times. I have received no calls from frontier still to resolve this situatio

    • Initial Complaint

      Date:09/12/2022

      Type:Order 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.
      Date of transaction: 9/11/2022 Amount: $99 Location: *************************** Airlines Purchase: Oversized bag fee Summary:I have flown Frontier airlines four times in the past two years. I always use the same small backpack when traveling on this airline to avoid the $99 baggage fee. I've never once been charged for an oversized bag using this exact backpack, until yesterday.Yesterday, the Frontier Airlines attendant made me put this backpack in their test bucket to ensure it fits their standards for a carry on. Despite the back pack fitting quite perfectly, the Frontier attendant disputed that because a very, very small portion was sticking out of the test bucket, I was going to be charged $100. I ended up paying this $99 fee, despite never paying it before, while using the same backpack. And again, the bag FIT perfectly in the test bucket.I'm hoping I can recover this $99 that I was charged, as I believe this was completely a fraudulent charge/fee.

    • Initial Complaint

      Date:09/12/2022

      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.
      On 7-16-22, I made reservation for trip with my daughters to Atlantis. Before I made the reservations, I contact passport service and asked if I would get back my daughters passport in time to make the trip (October). I was told it shouldnt be a problem, so with this information I made the reservations via Expedia. On September 8th I called passport services again and ask for the status of the passports. I was informed they would take longer than anticipated and would not have them in time for the trip. With this new information I contacted Expedia to cancel the trip. They did an excellent job in getting a refund from the hotel. When they (Expedia) contact Frontier Airlines, they were told that I needed to contact them (Frontier) directly. I called Frontier on 9-10-22 and was told they would not issue a refund and if Expedia wanted to issue a refund they could.At this point my tickets/travel were NOT confirmed and according to various resources I should have received a refund. When I explained to ***** at Frontier, he didnt care and was not going to issue a refund. On top of the Nateo was rude, unprofessional and arrogant with his responses. When asked to speak to a supervisor he refused. I find this type of behavior outrageous, insensitive and extremely unprofessional. Its obvious that Frontier only cares about its bottom line and not customer services. I am requesting assistance in getting my full amount $851.46 refunded to me.I'm happy to provide documents upon request.

    • Initial Complaint

      Date:09/12/2022

      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 purchased a ticket through frontier to travel on 7/8/22. Upon arrival to *********** frontier could not locate my baggage. My baggage was lost for almost a week and I had no clothes, my insulin that I use for diabetes as well as all of my shoes and toiletries. I reached out to frontier for days asking for my items and I was told that they would create an incident report, advised to purchase replacement items and that I would be reimbursed. I submitted my receipts four times to frontier and was told for nine weeks that they were providing me a refund but they never did. My medication can only be paid once by my insurance company so I patiently waited to get the money back to re-purchase my insulin which I need to live for diabetes. Frontier gave me the runaround for months and I checked the mailbox daily as they told me that it would take 4 to 6 weeks. Here it is nine weeks later and I still have not gotten any money back from frontier. I continuously was lied to by a woman named **** who told me that it went to bank and also the check was in the mail. A few days ago I received an email asking me for my name, email address and additional contact info because my check was returned. That was a blatant lie because my mailbox has a key and I have lived at the same address for 18 years with never having mail returned as undeliverable. It has been nine weeks and frontier has giving me the runaround, lie to me for months about the check is in the mail and at times ignored me for weeks. Please refund my money. I couldve been dead waiting for my reimbursement for medication from frontier. Im owed ******.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.