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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  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

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:08/31/2022

  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.

  Last year, i had a family member dying from cancer which my mom was frequently visiting. To alleviate costs, i became a den member to get the discounts for her. After signing up, I tried to book a flight for her and came to find out that my discount did not apply to her unless i was flying with her. I understood and requested for a refund, at which point they told me they could not refund my membership. Now a year later, they renewed said membership without my consent. I contacted as the charges were applied to my account earlier this week to state that i did not wish to renew and wanted a refund. They refuse to give me a refund but will be willing to cancel my membership thus paying for a service never rendered. Last year, I chose not to argue as I was dealing with a family members health and eventual death but this year, I will not stay quiet and want a full refund of the $59.99 charged to my account. I dont wish to be a benefit member of that airline and with the way ive been treated in getting a refund, nor do i wish to every fly with that airline. My membership number is ***********.

• Initial Complaint

  Date:08/30/2022

  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 CREDIT FOR $554.12 FROM FRONTIER AIRLINES THAT WAS GRANTED IN 08/2021. I CALLED EARLIER THIS YEAR TO CONFIRM THE CREDIT AND A REP INFORMED ME THAT MY CREDIT WAS GOOD TO BE SCHEDULED UP UNTIL 08/31/2022 BUT HAD TO BE USED PRIOR TO 12/31/2022. I PUT A REMINDER ON MY PHONE AND IN MY PLANNER SO I DIDN'T FORGET SO I TRIED PLANNING MY TRIP TODAY THE ***** C98VKM DID NOT WORK. I CALLED FRONTIER AA ************ SPOKE TO CS AND THEN TO A SUPERVISER ID: ******* WHO TOLD ME THEY'RE NOT ALLOWED TO REINSTATE THE CREDIT AND APOLOGIZE FOR THE MISCOMMUNICATION, THEN TRANSFERRED TO CUSTOMER RELATIONS ********** AND ADVISED THE SAME. CR STATES THEY'RE THE HIGHEST AND FINAL ANSWER APOLOGIZE FOR THE PREVIOUS REP MISCOMMUNICATIONS AND SAID THERE'S NOTHING HE COULD DO. I THINK IT'S UNFAIR TO ME AS THE CONSUMER AS $554.12 IS HARD TO COME BY THEY BOTH SUGGESTED THAT I JUST REBOOK A NEW RESERVATION AS IF I HAVE A MONEY FACTORY BUT IT'S NOT THAT EASY FOR ME AS IT MAY BE FOR THEM. I NEED MY MONEY REFUNDED BACK TO MY CREDIT CARD OR A IN A GIFT CARD SO I CAN BOOK MY FLIGHT. I PAY FOR THEIR CC, THEIR DISCOUNT DEN PLAN AND TO BE TREATED LIKE THIS IS UNJUST. I PAY ALL MY BILLS TIMELY AND THEY TREAT THEIR CUSTOMERS LIKE THEY DON'T COUNT THEY HAVE BEEN VERY DISAPPOINTING TO ME AS A CONSUMER. I DON'TCARE ABOUT THE COST OF THE ****** I LIKE TO BE TREATED RIGHT IN ALL SITUATIONS. NOT TO MENTION I BOOKED A FLIGHT WITH THEM ON AUGUST 9TH SPENT ALMOST $600. THEY DIDN'T CONSIDER TO APPLY MY CREDITS. I DIDN'T THINK TO USE IT THEN UNTIL AFTER I BOOK BUT I DIDN'T CARE TO CALL THEM TO APPLY THEM AS I KNEW MY NOTES PER THE REP STATED I HAD UNTIL AUGUST 31, 2022 TO USE THE CREDITS AND I HAD A TRIP TO BOOK WITH MY KID THAT I NEEDED TO BOOK SO I WAS COMMITTING OUR FLIGHT TO FRONTIER TO USE THE CREDIT THAT I KNEW WAS AVAILABLE TO ME ONLY TO BE HUMILIATED AND DISAPPOINTED BY THEIR TEAM TODAY. PLEASE ASSIST WITH GETTING ME MY REFUND FROM THIS TEAM.

• Initial Complaint

  Date:08/30/2022

  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 9/5/21, I purchased a roundtrip ticket from Frontier Airlines for my mother. She had to cancel the flight and on 9/12/21 I received a travel credit (M6VC7F) with Frontier for $231.96 and was told I could the credit to book online by 9/12/22. I tried to book online multiple times over the course of several days. Each time I entered the code, I received a message saying the credit was not valid. When I tried to call customer service, the line was repeatedly disconnected. Eventually, I emailed customer support about the issue. Initially, *****, the customer relations specialist apologized for the "service disruption" and advised me to "try later or again." I responded that it appeared necessary to escalate my grievance to the *** and the *************************. She then issued a voucher $231.96 and told me I could use it to book my mother's flight by 11/30/22. When I attempted to use the voucher this morning, I entered the voucher number received a message that $145.83 was available instead of $231.96. I applied the $145.83 to the cost of the ******* but requested to have the remaining $86.13 that was not available as promised to be credited to my method of payment. ***** said she did not know why the right amount did not show up but all she could do was offer me the remaining balance as voucher that I would have to use by 11/30/22. I will never fly with Frontier Airlines and I believe their business practices violate the rights of consumers. If the second voucher they issued had worked as promised, I never would have needed to use another form of payment to cover the $89.13. As such, I feel it is reasonable to have this amount returned to the method of payment I used.

• Initial Complaint

  Date:08/30/2022

  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 flew into *** on June 29, 2022. At that time one piece of our luggage was lost. That particular piece had a canon rebel camera and an engagement ring. I was told that the bag accidentally went to *******. I called several times and was told that the bag made it to *** on the 2nd of July. Went to the airport on the 2nd, no bag, went on the 3rd to fly out, no bag. I have called 39 times and have yet to get my bag. They continue to say its in *** and they will call me back. I have phone records for the last two months and have yet to receive a phone call back. I spent over $2800 on the ring and over $900 on my camera and still nothing.

• Initial Complaint

  Date:08/30/2022

  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 purchased a membership in July 2021 for $59.99 and did not realize it was set to auto renew. I have not utilized Frontier since my last purchase in July 2021. I was charged July 3rd 2022 for another membership at $59.99, and have not utilized their services nor do I plan to utilize in the future. I cannot travel for some time, I reached out to the company via their chat services on August 30th requesting a refund, **** the agent and Dodgie the supervisor only referred to the company policy and refused to assist me. This is very poor customer service, the company should revaluate how they handle policies and assisting their customers. My membership is Member Number: *********** and for some reason there must be another account in my name as I was charged on another credit card another $59.99. I would like a full refund on both as I have not utilized the services since July 2021.

• Initial Complaint

  Date:08/30/2022

  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.

  After my experience at the ******************** with the Frontier *********** Supervisor, I had to go to my doctor's ****** because I could not control my blood ******************** that is the result of my experience at Frontier. I am requesting a full refund of Flights that NEVER happened and I want to get fully reimbursed for the last minute flights I had to purchase at Delta in order to get my daughters to PA.1. I purchased a flight for my daughter, **********************, through ******. The return flight was through Frontier code CEC7QA . The Frontier portion of the Flight was $136.98. (receipt attached) 2. I changed *****'s flight from Wed (8/24) to Friday (8/26) & paid the upgrade fee of $396.00 (receipts attached)3. I purchased my daughter ***************************** a round trip ticket through Frontier code UHV36U. The ticket cost $439.96 (receipts attached) 4. On our way to the airport, I received an email that my daughters' flight was cancelled. The email had an option to rebook flights which I did for both girls. HOWEVER, I rebooked Nailah first & paid $684.30 for a Delta seat. A minute later when I attempted to book *****'s seat, the ticket was priced at $1,478.30 for the SAME FLIGHT. (emails attached with options) INCIDENT AT THE FRONTIER COUNTER. I got to the airport to see that the flights had been cancelled for my daughters. I waited in line to speak to an agent & the agent told me the first flight out was Sunday. I explained to the young lady that my daughter had to take an exam Saturday morning & could not wait until Sunday to travel back to PA. The young lady told me that I am not the only one that needed to travel & that all i have to do is look around to see all the travelers around me and that the best she could do is Sunday. I was taken aback at how uncaring and rude this agent was, and I already started to not feel well. CEC7QA - $136.98 Upgrade - $396.00 UHV36U - $439.96 Delta Tix - $684.30 Delta Tix - $1,478.30 Total: $3,135.54

• Initial Complaint

  Date:08/30/2022

  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.

  Thank you in advance for providing this service to consumers seeking help. On July 18, 2022, my family was scheduled to take Frontier flight **** from ***************, ** to ************, ** at 2:09pm. My confirmation code for the flight and transaction was K9S38M. The flight was cancelled by Frontier for unstated reasons approximately 4 hours before takeoff. I had purchased additional services for this flight on July 17, 2022. This included two seat assignments at a total of $31 and $32 apiece and a carry-on bag for $64. Therefore, I had paid Frontier $127 for services which they did not provide as a result of cancelling their flight. I contacted Frontier directly about this on July 19, 2022 to ask for reimbursement of the $127 since I paid for services which were not rendered through no fault of my own. Although Frontier did provide a very minimal reimbursement for new one-way airline tickets to get my family home (of which they only covered $800 out of the almost $1400 bill), they would not refund me for the ancillary fees I paid for services that were not provided. This seems criminal as the company took my funds, cancelled the service they promised to provide, and then refused to refund me for fees that I paid which depended on the service. I have attached the receipt for my funds paid: $63 was paid on 7/17/22 for the two seat assignments, and $64 was paid on 7/17/22 for the carry-on bag fee. I have also attached a PDF of my email exchange showing that Frontier declined to refund me these fees. I have worked through my personal travel insurance to recover some of the one-way trip costs, but these fees remain out-of-pocket expenses for me as a result of Frontier's cancellation. A direct refund of the $127 to my credit card would be acceptable. Alternatively, a Frontier credit voucher of $127 would also be acceptable, as unfortunately, we have to fly with them frequently. Thank you in advance for any help with this situation.

• Initial Complaint

  Date:08/29/2022

  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.

  Reference Code - H7K59F Book flight from Frontier Airlines via Expedia (package deal) on 8/28/22 @ 9:20 pm. While on my laptop making the reservation I had questions so I called Frontier airlines on my spouse's cell phone, whom assisted me during booking. When we got to the final price I was hesitant on confirming d/t last minute details. I was told by the Frontier rep to go ahead and book to lock in at rate noted due to "I have 24 hours to cancel". I confirmed the ******************** package for a flight total of $251.92. Called Monday morning, 8/29/22 to cancel reservation because I couldn't get last minutes details worked out. Was told by representative there was a $99 fee due to cancelling within 7 days of the trip departure. I disputed because the rep from the night before did not mention anything to me about 7 days. I was told I had 24 hours. I asked to speak with a supervisor and was transferred to someone that stated $150+ to cancel. I once again disputed and asked to speak to a supervisor again and was transferred to a customer relations specialist (*********) whom sent me and email stating a cancellation charge of $99 PER PASSENGER. Once I received the email I called back and spoke with a representative that stated the email should have read $99/per passenger/per way. Therefore, I was NOT refunded any of my $251.92 with no clear explanation.

• Initial Complaint

  Date:08/29/2022

  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 March 20th, my family and I flew from ******* to ******* on Frontier Airlines flight ****. We waited for an hour for our bags to arrive, and then tried to report them missing at the airport. It was after midnight and there was no one available to help, and chat was unavailable. I reported the lost bags first thing in the morning on March 21 at 8:19am. Our bags were very delayed, and when they were returned our stroller was not with it. I had a lot of back and forth with the airline. Nearly 5 months later (August 2022), we were told that we needed to submit a mishandled bag claim. I did that, and have now been told that while they are unable to find our lost stroller, they will not reimburse us for the item or the baggage fees because we did not submit the claim within 4 hours of arrival. This is an unacceptable handling of baggage that has been lost by an airline. I requested a reimbursement for the stroller ($54.29) + the upgraded fees ($50) that included baggage.

• Initial Complaint

  Date:08/29/2022

  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.

  CONFIRMATION: BFHG9X I have flown with Frontier for many years and have always known what to expect. A low-fare cost but always with 100% satisfaction and little to no hiccups with you. What I just experienced with Frontier was despicable. My flight on 8/25 was delayed over two hours (we sat in the plane for over an hour with some mechanical delays that quite frankly seemed to have been getting worse as time progressed.) My car rental almost did not allow me to pick up my vehicle due to this delay. The staff that was on this aircraft was extremely rude (something I had never experienced with Frontier). On our route back on 8/28 we experience OVER THREE HOURS OF DELAY!!!!!!!!!!!! No explanation as to what had occurred, the staff was so rude and unforgiving. This distasteful experience made me realize I NEVER want to fly with Frontier again. Instead of redeeming themselves with a good positive attitude, the staff was careless. I understand, I am sure they worked the flight there with an over 3 hour delay, but this is their job, and if they dont want to be there then they should find work elsewhere. Due to the fact that there was a 5 hour delay total, (2 hours one way and 3 hours the other way) and per the ****************************, I am entitled to a full refund. I do not want flight credit, I am demanding a full refund to the card that was used to this purchase this flight along with the refund for my bagsI intend on filing a formal complaint with the **************************** as well. Please govern yourselves accordingly. I tried resolving this via the online chat and the person that "assisted me" just kept saying the same thing over and over again instead of actually trying to help me which tells me everything I need to know about your willingness to help make this right. The gate agent (after two gate changes) had no intent in helping me. All they could say was "there is nothing that can be done, just wait".