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/FSS

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

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

• 

  Frontier Airlines, Inc.

  1 Harborside Dr. Suite 200S Boston, MA 02128

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:08/28/2022

  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.

  On 8/28/22. I went login into my frequent flyer account after a mobile update. I discovered my password did not work. I proceed to reset my password. I did not receive an email after several attempts and decide to contact frontier about the possibility that my account was hacked. I did online chat and they told there was nothing they could do for me. I called and spoke to three people they all said there was nothing they could do for me. They confirmed that my email and phone number did not match. The information I have used for several years flying with them. I told them that I had over ****** miles in my account. Is there some other way for me to provide them by email or regular mail identification to prove it was me. I even told them I could provide the email I was reviewing from them up to about week ago. I was told there was nothing they could do. So they told me I have lost my 57K miles.My frequent flyer account number is ***********.

• 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.

  1) The refundable airline ticket was purchased on Monday, 06/13/22 for a flight scheduled on Thursday, 6/16/22. 2) The total amount of money that I paid the business (Frontier Airlines) was $485.60. I paid for a refundable one way ticket from *******, ********** to *******, *******. The one way ticket cost $334.60 and I paid an additional $151.00 fee to have the option to request a refund in the event that the ticket was not used. 3) The business (Frontier Airlines) was committed to provide either an airline trip from *******, ** to *******, ** or provide a refund upon request. 4) The nature of the dispute involves the following: I requested a refund on Wednesday, 6/15/22 at 9:33 am and was told by Frontier Representative, *****, that my refund request was approved. As a result, I would receive an email confirming the cancellation and the funds would be returned within seven business days. However, by 10:00 pm that evening I did not receive the cancellation email and called Frontier Airlines again. During this call, I was told by **** (manager ID# ********** that I would not receive a refund, but my case would be escalated to the customer relations department and they would call me directly to resolve the issue. However, I never received a call. On Tuesday 6/21/22, I called Frontier Airlines again to speak with the customer relations department. After multiple requests, I was finally transferred to ******* (employee ID# ******** within customer relations. He once again denied my request for a refund, refused to let me speak with a manager, and subsequently hung up the phone on me. As of today, it has been 66 days and Frontier Airlines has not refunded my money nor contacted me in any way.

• Initial Complaint

  Date:08/27/2022

  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 July 5th, I purchased a flight from Frontier Airlines by talking to a representative on the phone, for the price of $92.40 plus ***** miles. *** amount was incorrect, and the passenger's name was incorrect, so while still on the phone with the representative, I canceled the flight. My miles were refunded to me and I was promised the $92.40 would be refunded to me within a few days. It was not refunded, and still has not been. It is extremely difficult to get a hold of their customer service so while I have submitted a complaint directly to Frontier, they still have not refunded me the money. I know the cancellation went into effect because I received the miles back into my account and booked the flight correctly online myself that very same day. However, this $92.40 is still charged to my card and there has been no refund. So I am simply complaining so I can receive the $92.40 that Frontier Airlines owes me for my cancelled flight. *** confirmation number was PF3WMA.

• Initial Complaint

  Date:08/27/2022

  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 originally booked a round trip flight to **********, ** from ************, ** in March 2022 from Aug 11 to 16th. I received an email in May that my Aug 11 flight was cancelled. I rebooked it for Aug 10. The flight from ********** to ****** still looked good. In Aug, I logged on and sent the interary to my dad. I logged on many times since then. I logged on Aug 9 to check in and everything was good. I took pics of the interary which I have attached so I would easily have the info without logging in. Monday the 15th I tried to check in and there was an error. I called frontier and gave them my info and they said there was an issue with the website but everything was good. My 12 yr old son and I went to the airport and was told to check with guest services since frontier wasn't at desk. They called frontier and they said Frontier doesn't fly from Chs on Tues. My interary still had the flight and said on time. They do fly weds but I had no way of knowing if the flight was full. I had to book a flight and didn't have many options. I had to pay American airlines ****** to get home. Frontier did refund 288 but that is not enough. I didn't get any notification of cancelled flight. I checked my emails again and only found the cancelled flight for going. My interary always had the flight listed and customer service said that was not normal. If I stayed it woukd have cost taxi and hotel expenses. Even the next day it was listed as past flight. It is now removed because of the refund. They need to compensate me since I had to pay a lot more to get home and they didn't do the appropriate actions to notify me. They said they would give me a credit to travel in future for 100 but I need the money now!

• Initial Complaint

  Date:08/27/2022

  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 August 22 my husband drove to the *** airport, stood in line and purchased tickets to *** for our anniversary. The workers didnt want to even serve him even though he stood in line like everyone else. They asked him to step to the side while she continued to check everyone in behind him.. This is the 3rd time he has driven all the way to the airport and the staff doesnt want to help him because hes purchasing at the airport when that is clearly an option. Hes a paying customer and people checking in never slows down so they need to stop telling people they have to wait after theyve stood in line as well and its their turn. He asked for a **************** helped him with the purchase. It was 2 of us and she took the info, payment & stated we were good to go & would get emails. She handed us a receipt, which I have and said the email would come later. Well he left with the receipt thinking all was good. Several days later he noticed no money had been taken out of his account so I checked online and no tickets!! We spent 2 hours on the phone with customer service and a supervisor that refused to do any adjustments or take any accountability for what happen. They stated his payment was declined (although there were funds in his account) so the ticket was cancelled out. But that isnt even the issue. The issue is on further inspection of the receipt, it clearly states no payment was received but she didnt even notice and yet printed up a ticket receipt with confirmation number and all , handed it to us and said we were good to go. The supervisor for Frontier was not only not-accommodating or trying to fix the problem she was down right rude. Now she stated the tickets were over $215 MORE dollars and she cant do anything and we just have to pay again! How when the supervisor didnt do her job & handed us a Receipt, said we are good to go.She was so side tracked she didnt even notice the payment wasnt paid, gave a receipt and now they want us to pay $215 more!

• Initial Complaint

  Date:08/27/2022

  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 logged into Frontier's website multiple times in the 24 hours prior to my flight to try to check in. I received an error message. I called several customer service lines to get help when I could not locate the counter on the day of my flight. I could not reach anyone. When I finally located the counter that did not have a sign on it, I was informed that I would have to rebook on a different flight. I will accept flight credit but rebooking is simply not an option as I've already missed the family event for which I purchased my ticket through no fault of my own. Frontier's website was given repeated error messages. Several other people in line at the counter stated that they experienced the same thing.

• Initial Complaint

  Date:08/27/2022

  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.

  Let's be clear this is the exact reason I can't stand frontier airlines - went to *******, get to the airport plane never left as there was an engine malfunction - this is a constant issue with your airlines, i haven't had a good experience yet - your customer service is appalling from the check-in counter to the ******************************************* regard to a travel voucher that still hadn't been credited to me as promised and confirmed by the supervisor the night of the plan malfunction called and reps told me the one voucher exp as it was issued in April for yet another bad deal now let's be clear that is not ever gonna be something acceptable, you need to know I'm tired of your c*** and issues but right is the right principle of the matter is ALL MY METHODS OF PAYMENT ARE RIGHTFULLY MINE AND TO BE REFUNDED FOR YOUR C*** PLANES

• Initial Complaint

  Date:08/27/2022

  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 airlines changed my flight number **** to flight number ****. I paid for the works bundle (most expensive with seat assignment). I called Von at Frontier and he said he would give me $50,00 voucher then changed it to $25.00. I do not understand how Frontier can take way my seat assignment and never notify me.What kind of customer service is this??I should be getting a voucher for $100.00.

• Initial Complaint

  Date:08/26/2022

  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.

  First, our flight from ******* to ***** #**** was delayed two hours. My family and I arrived on time and check in and followed all airline directions correctly. We get to the gate and the attendants claim they do not have any seats left on the plane even though we booked directly through the companys website weeks ago. They gave precedence to third party vendor bookings instead of ours. We eventually get seats on the flight but my 7 year old daughter was forced to sit next to strange adult male. I am requesting a full refund for this abysmal flight experience.

• Initial Complaint

  Date:08/26/2022

  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 Airlines cancelled a return flight on Friday, April 15th. As soon as we got off the cancelled flight we immediately called Frontier to reschedule the cancelled flight. The agent we spoke with verbally confirmed that we were on a flight for the next day and stated that we would get an email. After 20 minutes when we had not gotten an email we called back and after a twenty minute wait spoke with an agent who said that the previous agent had not processed the flight and transferred us to someone who could. After a forty minute wait another agent told us there were no seats left on that flight and they could get us on a flight Sunday morning. As we were supposed to be home Friday afternoon this was unacceptable to us especially given that we could fly into 5 different airports. Frontier did not offer any vouchers for lodging, transportation, or food. We were able to secure one way tickets via Delta home on Saturday. We have requested Frontier compensate us for the cost of these tickets due to them not processing our tickets when we called and not offering any acceptable alternatives for us to get home. Frontier has reimbursed for the leg of the flight that they cancelled and while we do appreciate this we also want compensation for the flight we took to get home.