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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

    • 6,440 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/03/2022

      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 was scheduled to fly on a return flight with Frontier from a family event on June 10th. My original flight out with other airlines was on June 3rd with Delta. I booked these reservations thru Expedia Itinary # **************. My return flight code with Frontier is GI4GSE. I canceled all my flights for this trip starting on 6/3/2022 on 5/26/2022 due to I was living with someone that had covid and pretty sure I had it and tested positive on 5/27/2022. Against guidelines I did not fly during this time and could not fly out due to I was pretty sick on 5/26/22 and for my flight out on June 3, 2022. Delta had not problem with my cancelation. Frontier will not refund my my due to they say I cancelled to far in advance (remember this is my return flight) to consider an exception I needed to test positive 4 days prior to travel. Well fact is I could not return due to I did not fly to get there due to having covid. I provided them proof of covid test still no go. When I first canceled they said I had ************************************************************************************ a while to regain my energy and feel like flying. I purchased a flight for ****** and seat & Luggage for ****** total of ****** plus ***** to cancel now total ****** I am requesting back. Not a lot of money for some but a lot for me. With the issues I have had with Frontier my first experience with them I never want to fly with them again. I would appreciate the refund of ****** due to unable to fly per CDC Guidelines.

    • Initial Complaint

      Date:09/03/2022

      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.
      Its been over ********************************************************** any type of communication in which my luggage contains my rent medication work phone etc. I will Ill like to be compensated so I can replace these thing Im being told time and time again to wait 24 hrs and theres still no update. Theyre say they cannot track the location of the luggage.

    • Initial Complaint

      Date:09/02/2022

      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 30th of Aug 2022 Im a sailor and I was trying to go see my family for the weekend. My leave got canceled so I wanted to cancel my ticket which I purchased that same day. I called and was on the phone for 3 hours and I was Bing told that I can only get partial credit which I had to use within 90 day. I will not be traveling and time soon since my ship is going on deployment. I paid 263 dollars for the ticket. I called their corporate office and asked for a call back whi h I never received

    • Initial Complaint

      Date:09/02/2022

      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.
      In April of 2021 I purchase 2 one way tickets for $318 From ***** to JFK. I requested a refund the same day because due to any emergency emergency I would be driving back instead. The cash refund amount they offer was $88. So I opted for the flight credit Which was valued at $183 additionally generally I was told this was the better option because the flight credits would not play credits with not expire. This year 2022 and T2I attempted to call the airline to redeem the fight credit due to ****** was unable to get through to anyone 4 months Back in May I was finally able to get through to someone to someone and upon trying to redeem the credits I was informed I was informed of 2 things the credits had expired and and they had been used by one of the people that I purchase 1 of the tickets for. **************** has been no help at all oh and have only been able to tell me thatell me that there is nothing that they can do to help me resolve this issue this issue when I ask to speak to a manager or a supervisor or anyone who may be able to help me resolve the resolved this they just put me on hole until the phone eventually hangs up.

    • Initial Complaint

      Date:09/02/2022

      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 luggage was lost after paying to have it checked back on July 20th. the luggage has not been found and I was told that I would be getting a full amount of $3800 to cover the lost baggage after submitting a complaint form and itemizing the items in my suitcase. I was told that the claim could not be covered because I did not have receipts for the items that were packed in my suitcase. These were items from my home and I had had them in my possession for many years. I have talked to 29 different employees who have ranged from telling me that frontier is not responsible for lost luggage to me deserving the entire $3800. I have not seen a ***** and cannot get anyone to give me a straight answer,, all the while,, not having my belongings that were lost a month and a half ago.

    • Initial Complaint

      Date:09/01/2022

      Type:Billing 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 received an email today saying that a flight was booked under my account using my account credit. When I called to get the issue resolved these are the things i was told (please note there was a breach in my security)- there is no manager - the manager has the same clearance as them so my issue wouldn't be resolved - there was a charge to cancel a flight that I did not book please note i am in the US and this was not booked in the US or nowhere near me please note nobody addressed the security issue at hand nobody addressed the fact that if someone could get into my account that they could do it to someone else. They also hung up on me

    • Initial Complaint

      Date:09/01/2022

      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.
      Frontier Airlines I booked a flight The works Bundle Trip # BF7HXN. This is a full refund to me if I cancel the flight. The trip was paid on my **** $106.98 and some on a flight credit $87.00.On September 1, 2022, I tried to book a flight using points online but the Frontier website would not allow me to. I called Frontier, the representative in *************** said he would cancel Trip # BF7HXN. I wanted the amount of $106.98 put back on my ***** This is what I paid for the WORKS BUNDLE allows for a full refund on my ***** not a voucher. The representative did not do this, and also charged me a $35.00 booking fee when their website was having an issue. The website would not allow me to book a one way on points. The individual now has me under Trip # EDMUPD. The individual listed it as a credit voucher and refunded zero dollars on my ***** This is not how the WORKS BUNDLE is supposed to be handled.I have spent now four hours on the phone with Frontier and everyone said they cannot correct this.I will be glad to file a lawsuit if necessary. Frontier Airlines is not abiding by their policy of the WORKS BUNDLE.Someone needs to call me who can rectify this problem that Frontier has created and wasted five hours of my time today. I spoke with over four different people since this has occurred and everyone said they cannot fix the problem.

    • Initial Complaint

      Date:09/01/2022

      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.
      On December 12, 2021, my husband and I were scheduled to return to *********** from ********* on Frontier Airlines. That flight was canceled and Frontiers first flight to *********** from ********* was scheduled for December 16th. So we were scheduled on a flight to ***********, ** on December 13th. The Frontier representative at the desk said we would be reimbursed for our meals, taxi, and rental car if we had receipts. They also covered the cost of our room. On March 04, 2022, I started sending emails to ask for reimbursement. They replied that they needed confirmation codes, city pairs, and travel dates. On April 03, 2022, I sent an email asking for an update on my request. On May 09, 2022, I sent an email explanation that I still had not received a response to my incident report. On May 17, 2022, I sent an email that said: please respond to my email asap. On May 25, 2022, sent an email stating that I still have not received a response from you. On August 25, I finally received a response requesting the reservation code. I sent that information and a copy of my meal receipts. I asked to just reimburse us for those meals. On August 29, 2022, we received a response stating that we must provide a copy of our Frontier offer letter. I reported that we did not receive a letter from the representative. I also ask why, five months later, they are requesting this documentation. No time in the past 6 month has this documentation been mentioned. I also called on August 31, 2022, asking why this is the first time a letter was requested. It seems to me that customer service was lacking and communication was not working properly. I would appreciate Frontier reimburse us for our meals. We still had to find transportation to *********** from ***********. Frontier did give ** a travel voucher for future travel.

    • Initial Complaint

      Date:09/01/2022

      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.
      8/29/2022 was the flight Paid $126.00 The business committed to providing an on time flight. It was delayed almost 4 hours with so many screwups which could have been avoided.Boarding was complete they said they had to recharge one of the emergency oxygen tanks which is not a problem almost 30 minutes later it was almost done but then they said they found a different issue and should not take long. fast forward 90 minutes it still was not fixed so they deplaned us. another 30 minutes later they moved us to the next gate where they proceeded to board us. captain assured everyone everything was good with this aircraft and we would be on our way in 15 minutes later. fast forward 30 more minutes and he then tells us they never put fuel in the plan and they are waiting on the fuel truck. that took another hour. between everything we were supposed to take off at 5:30am and did not until 9:20am. I tried calling the customer service line this morning 9/1 when i got back and was told their rules have recently changed and they do not do any more customer service vouchers that you have to request that at the airport. How was i supposed to know i would have to do that. This is very deceptive and i can not return to this airport since i live 60 miles from there.Confirmation #Q7ZKVL *** to TPA 8/29 & TPA to *** 9/1

    • Initial Complaint

      Date:08/31/2022

      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 that I was supposed to attend on 05-6-2022 but unfortunately I tested positive for Covid on 04-30-22 and needed to quarantine for 14 days due to cdc guidelines. I submitted documents multiple times and they keep saying its processing and they emailed me but I havent received my money at all or credit.

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

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