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

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  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

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  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:08/29/2022

  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.

  I booked a flight for my father that was supposed to leave 8/27/2022 at 1 pm. It didn't leave until 2pm the next day! His plane was delayed for 25 hours and it was not weather related. He had to get a hotel overnight. He was given a food voucher for dinner on 8/27 and lunch on 8/28. He was not given a breakfast voucher for 8/28. His plane arrived at 5:30 pm on 8/28/2022. Per Frontiers legal contract service plan guidelines, if the flight is delayed over 3 hours, he should get reimbursed for the overnight hotel. They will not reply to my phone calls or emails. My father is an elderly man I have the receipt for the hotel. Flight BJZ2QB

• 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.

  I bought round trip tickets from CA to AZ. Everything was fine, my family and I made it to AZ. The problem happened when we tried coming back. Our flight was cancelled 5 mins before boarding due to maintenance problems. There were no other flights from frontier to get us back. It was such a hassle to get vouchers. We ended up getting **** in vouchers to get back home, the problem was the cheapest flight from southwest that night was around ************************************** for a couple of days after trying to figure out how to get back, we ended up renting a car and driving home. Frustrating but whatever we are back, I missed few days of work and we now have **** vouchers. This was May 20th. Fast forward more recent, I have a family emergency, my dad had a major heart attack, we use some of the vouchers to get one-way ticket to ********, I try and buy tickets back and it says the other vouchers being used are now expired. I did not know they expired aug. 20th. It is the 27th when try to use them. I call and after many transfers I talk to a manager who listens to the whole situation, says no worry I will take care of you. She then says I am extending your vouchers for another 48 hours so we can buy tickets. We are waiting for a confirmation number to go through, I ask for her info in case we get disconnected, and then the phone hangs up. I have full service! Everything is good on my end. I call back, no one can tell me who I was transferred to, just that it was a different department and I would have to speak to another manager, who can do nothing and puts me with customer relations. I talk to ****** who said sorry I have. I record of you speaking to any manager. She can do. I thing to help, and she was very rude, telling me all she can do is educate me on what she can. Or do. Which is extending our vouchers like the previous manager said. I ask why are different managers contradicting each other. No help. I was shut down from any further process Very frustrated

• 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.

  Purchased a flight from ****** (***) to Northwest ******** (***). The flight was originally scheduled to depart at 3:20 PM MST on 08/28/2022. After several delays, the flight was rescheduled to depart the next day at 11:00 AM MST. We were told at the gate, the reason the flight was rescheduled was because they didn't have a crew for the plane. Because the overnight layover was the result of events Frontier had control over, their policy says that they are responsible to provide overnight accommodations. Requests for such were completely refused. At the time of writing this, my delay will be just shy of 20 hours. This is unacceptable and completely cruel.

• Initial Complaint

  Date:08/28/2022

  Type:Order 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.

  Our Family took to the skies on Frontier Airlines for our family vacation in July of 2022. Unfortunately, Frontier was having management and over-booking issues that day. We drove all the way to *******, ***** to get our flight with Frontier. After hours of waiting and useless phone calls to their customer service center, ****************** management 'Bumped' our whole party of four off the plane based on lack of space (over-booking). So as a consequence to us, we lost hotel, restaurant, and rent-a-car connections going out west; and 2 days of our life. We had to totally restart our vacation over 48 hours and cover all losses. This unforeseen cancellation also disrupted my work environment. This is unfair, unreasonable, and lawfully impermissible. After seeking help from Frontier management, I was told to leave out of ******, ***** the next day. Frontier supervision told us that we would receive a solution/compensation shortly based on Federal law requirements (attached). We paid a premium price for these tickets and then incurred additional losses as a result of the purchase, and never received the original solicited product from Frontier. The replacement product was unacceptable and created losses for us. Our legal advisor told us that we are required to make a dispute resolution claim direct to Frontier first before exploring any judicial means of compensation. The BBB Complaint constitutes our efforts to commence dispute resolution practices with Frontier. We were also told that Frontier breached their contract with us by failing to supply seats to us based on the language of our boarding pass and ticket contract with Frontier, and must pay an acceptable federal contract default loss compensation amount. We are requesting that Frontier honor their written contract and supplement our losses as prescribed in law and contract.

• Initial Complaint

  Date:08/28/2022

  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.

  Hello, my name is ******************************* and I'm reaching out due to EXTREME HUMILIATION I received today at *** airport flying Frontier. Flight number **** confirmation code LIU7FR. To begin I must say my husband and I are clearly officials. My husband and I pastor in ****** ** and we travel very often for ministry. So we flew out of *** Thursday evening into *** we traveled with the same luggage there and back. So this morning flying out of *** we were stopped and said our luggage was too big and it couldn't fit and was told we had to check it. The size of our bags were determined by eye measuring! Not once was our bags placed inside the measurement tools most airports have! Hispanic lady ( ***** ) who was checking out tickets determined we then needed to see her supervisor ( Dom ) for further instructions. We walks over to *** and she never greats us she looks at our bags over the counter and then types on her computer then looks up and says that'll be $199.00!!! so now I'm like wait excuse me!? She then says it maybe cheaper online but says if it takes too long we will miss our flight. At this point my anxiety is through the roof because we planned travel early to make it back into for *************** As we panic to make our purchase online we're done and now waiting for her to print us out new tickets to board. She was stalling and felt she was purposely ignoring us to that we would miss our flight. She prints us new tickets then asks if I would like a receipt I said yes but that was taking extremely long. At this point we are literally the last to board! My husband asks for the corporate number so that we could file a complaint and that made her mad and she stalled giving us that. At this point I'm upset and telling her I feels she's being rude and stalling to make us miss our flight. She then proceeded to call me "Ghetto Acting"! As a proud African American women I'm HIGHLY OFFENDED! Now I feel as if I've been racialy profiled.

• Initial Complaint

  Date:08/28/2022

  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.

  My name is *****************************,. Last year was a really bad year for me... my son was shot 15 times in the ***************** and a man put gas on my aunt setting her on fire while being alive as she passed in the hospital leaving all of ** I had a round trip ticket flight from ********* ************** to ************ ************ and back but was forced to cancel my flight due to my family emergency. I called the airlines a few times and they refused to give me a credit or a refund. I have wrote various letters directly to the corporate offices, called and emailed. After having such a poor experience and the airline giving me the run around I am no longer asking for a credit but for a full refund of $227.30. I no longer want to do any business with the company.

• Initial Complaint

  Date:08/28/2022

  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.

  Aug 27th we boarded at 2:30 in st ******. Due to frontier overbooking the flight we waited on the tarmac for 3 hours. Then also due to overbooking we had to stop in *********** to fuel up as the overbooking caused the plane to not be able to carry the proper amount of fuel. Because of this we missed our connecting flight to ******. We then waited in the airport for over 2 hours which all of the other passengers that missed their flight due to frontiers lack of planning. We were not given any hotel vouchers or food vouchers. We spent 300$ Total on hotel rooms for my party of 7. Frontier would only reimburse 150$ of this. Along with this we were not given food vouchers until 5 pm the following day, august 28th, when our new flight leaves at 7:30 pm. They refuse to reimburse our food expenses as well. There were women in wheelchairs, a person with epilepsy who needed their medication in their bag, and two familys with babies. None of us were put up in rooms or given food vouchers until we were about to leave the airport nearly 24 hours later. I would like this to be resolved with full reimbursement of our hotel room. As well as full reimbursement of our food expenses and our extra parking fees. I will provide documentation below. Our confirmation code was WCHKFJ and our flight number was 681.

• Initial Complaint

  Date:08/28/2022

  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.

  My husband and I were charged for carry-on bags and we should not have been. Frontier Airlines allows one personal bag each for free. Their website says that the personal bag must fit under the seat. We brought bags that were small and *******% under the seat with nothing sticking out. Frontier has a very small container at the gate that is to represent the under the seat area. That box is not any where near the size of the under seat area. We were told that our bags did not fit in their very small box and we must pay the high price carry-on bag fees. We had no choice, since our flight was leaving in 15 minutes. This is just a price gouging technique by Frontier to "catch" people at the gate that have bags that will fit under the seat. If the bags were too large or too heavy they would have put them under the plane with the luggage and they did not. So, apparently the bags were fine for size and weight. We have pictures showing that our personal bags fit completely under the seats. I had to pay the exorbitant carry-on bag fees, buy a duffel bag to transport my personal bags home, pay to check the duffel bag on the way home and then buy small bags for personal bags on the way home. We paid $265.54 in unnecessary fees and expenses. I want refunded those fees and expenses. The flight was on 8/4/22 at 8:00 A.M. out of *** flying to ******. The flight number was F9727, reservation number S7LDGI. Their customer service was of no help and would only say that they do not refund fees. I wrote back with more explanations and they never responded.

• Initial Complaint

  Date:08/28/2022

  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.

  My flights reference code: HGH17U cancelled back in April 2022.Frontier Airlines issued the replacement vouchers after following 100 times with below Ticket #: Incident: 220502-001098 , Incident: 220428-001768 , Reference #: 220515-000447 .There is no communication happened to consumer until Jun 2nd . Frontier issued email (I have evidence attached) on Jun 2nd informing all 6 new voucher codes.The voucher mentioned to be valid for 90 days from Jun 2nd until September 2nd , 2022.However when I tried to book reservation on August 28 , 2022 I couldn't use the voucher codes showing no data. When I raise the incident (Incident: 220827-000756) I have been told that those already expired on August 5th . This is not acceptable because frontier never communicated to me before Jun 2nd,2022 and never email any vouchers for me to use.> ----voucher numbers below -- > $100- ****************** > $150 - ****************** > $100 - ****************** > $25 - ****************** > $25 - ****************** > $25 - ****************** Frontier took 1 month for issuing the vouchers and informed after one month since cancellation . Now they are saying they are counting this 1 month as well which is not acceptable because my last communication with all 6 voucher numbers are done on Jun 2nd , 2022 . I talk to ******** service supervisor and it was of no help because there is no policy exception . But this is clearly miscommunication and its not consumer fault . The resolution would be frontier resend the new voucher or extend the validity of the above voucher for me to book the flights. **** agreed to send those cash in check in my home address.thanks

• Initial Complaint

  Date:08/28/2022

  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 confirmation code was S8M46S. I paid at my house for a carry on for my wife. When I got to the gate was told there was no payment. After going back and forth I said, Fine, Ill pay now and deal with it when I get home. When the counter person (Very nasty) told me it was $100, I told her Id do it from the app. When I tried from the app it should have been $73. Instead it came up as $146. I tried showing the woman that I only had one checked off, she glanced briefly and started talking to another person. Totally ignored me! Finally, I just told her, Fine I ll pay you. ONLY THEN did she pay attention to me.