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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

    • 6,446 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:08/26/2022

      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 terrible experience with Frontier. I had booked a trip from *******, ** to **************, **, with a connection in ******. The layover was meant to be 1hr and 8 mins. ******* > ****** (August 19, Flight 559) ****** > ********* (August 19, Flight 573)First, the flight was delayed 35 mins. We wound up leaving a full 1.5 hours later than originally expected, without Frontier updating us ever again. At this point I am nervous I will not make my connection. After deplaning, I sprint to catch my connection. At this time, the screen at my new gate AND a text message from Frontier confirm the flight is delayed, so I am relieved that I did not miss it. After waiting at the unattended gate for over 15 mins, an employee comes out. She tells us that we did, in fact, miss the plane. When I pointed out what the screen and the text says, she says to me: you really cant go based on the screens. This is unacceptable and incredibly frustrating. The gate agent then instructs us to go to the customer service desk a few gates down. We wait in line for a grand total of 1hr 40mins - the entire length of the flight that left without us. During the course of this wait, I decide to book a flight with Frontiers competitor - Delta airlines. Importantly - had the Frontier desk at the gate had an employee there originally, I could have been on that line at least 15 mins earlier. The Frontier employee instructs me to go to a baggage claim office to retrieve my luggage. The Frontier employees there inform me that they do not have my bag because THE *** MADE THE ***** THAT I MISSED. That is to say - Frontier was well aware that our flight was in the building and STILL DID NOT HOLD THE *****. Thanks to Delta Airlines, I was able to get to *********. Now while I understand that the inconvenience I experienced is very much central to Frontiers overall cost structure and how they ultimately keep their prices low and still make money -I am seeking a full refund: $337.98.

    • Initial Complaint

      Date:08/26/2022

      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.
      Date 8/25/2022 Dollar amount: $277.92 Issue: Airline ticket/disrespectful service Business promises a refund but wont provide confirmation Flight reference: T78BXL Flight was changed to one I cant take and was given the option to choose a flight that would not work for me or a full refund. I go and do a refund and the very misleading website completed my cancelation saying I would not be refunded. I call and the associate transferred me to another department to complete refund. I went ahead and explained my case again and was told the refund would be completed in 7 days and I would receive confirmation then. I had to explain several times that I have had a similar situation with Frontier specifically and once I waited the allotted time, I never received the refund, and I would need a confirmation email or something stating the obvious that I would be refunded. Associate repeated herself about 15 times throughout the conversation in which she stated if she sent an email now, it would not contain a confirmation, but I would be promised to get one in 7 days. I repeated I needed an email now and asked for a supervisor politely. Insisted the same sentence and I asked to be transferred. Finally agreed and then came back giving me the same explanation to not get me over. They finally decided to transfer me in which they have purposely left me on hold for 50 minutes in hopes I hang up. The amount of disrespect this is as a slap in the face in insulting. They took 10 minutes to answer my call but to get me to a supervisor that they were speaking to right by them 50 minutes. Its clear customer service is not something they offer to clients. I have been nothing but polite with my request to speak to a supervisor in hopes to get some sort of confirmation that I would be receiving a refund, but I just go pushed to the side. I would definitely go out of my way to let everyone know to stay away from this company. As you see in the picture I'm still on hold.

    • Initial Complaint

      Date:08/26/2022

      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.
      Description of Problem/Inquiry/Comment: May 19,2022 Frontiet Airlines cancelled our flight. I took another flight & per their stted options, reimbursement was supposed to occur. I have sent Frontier the requested documentation more that 4 ************ continually reply that they can't open my pdf document. Yet they insist sending pdf via email is the ONLY option.Flight Date: 05/19/2022 Flight Itinerary: ATL to *** Flight Confirm code:Gy1TJM Incident: 220811-000961 Incident #:220531-000278 Incident #: 220721-000622 The ** flight Record Locator: XXITUK Was a charged of $361.60

    • Initial Complaint

      Date:08/26/2022

      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 booked a flight i called to see if they could match their current price not wanting to cancel or change my flight and all they could keep saying is we can't help you. It is not that hard to refund a price difference but no one spoke clear English nor could I barely understand any of them. This is not great customer service.

    • Initial Complaint

      Date:08/26/2022

      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.
      Frontier airlines changed our flight myself and ********************* who is flying round trip with frontier including luggage. The change causes us to lose the entire day. What kind of scam is this we just booked this flight a month ago! You didnt know this change then? Why would you even offer that morning flight? I noticed that the morning flight with American Airlines is $300 for one way.Is this a scam to make more money. At this date you have plenty of time to get the morning flight back to the original times we PAID for. Or you can give us each the difference in price so we can book with American Airlines and not lose our entire day.Or you book us with American! I will be going on social media to get people to complain. This is an unacceptable farce! Scam! Flight change 7:39am - 10:28to 5:07pm-8:05pm Flight confirmation for T ***** Ybl37z flight # F92355 November ********************************************** There is no reason for us to lose an entire day of our vacation! frontier should be held accountable for their flight times and offerings! We request that they book us with American Airlines for the similar morning flight! Or give us the $300 to book the flight. This is all a money grab with these airlines.

    • Initial Complaint

      Date:08/25/2022

      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.
      This is what they emailed me when I lost my time and money and is on call for We're sorry that we've had to cancel your flight1207fromBDL-Hartford, CTtoMCO - *******, FLonAugust, 12 2022. We apologize for this inconvenience and the impact to your travel plans. You will receive a$50 vouchergood for future travel on Frontier Airlines.Voucher(s) this is what they emailed me after they cancel my flight and waited couple of hrs while sitting in the airplain while being delayed for 2 hrs and when we were ready a group of 6 came in without tickets and another delay and when they sat the people that didnt have tickets and pass the front customer service I think that was a security issue then they sat them down and then the captain came on the intercom and said he was sorry but he couldn't fly because he did his 10hrs already we had to get out of the airplain and security was out the door waiting because they were angry people and I dont blame them and frontier didnt have a answer for hoe they going to take care of us for 30 minutes until they said go down to customer service and then I get a text that I have $50 voucher on call for then I get another text to book another flight with a different carrier that they will pay $300 they couldn't book us until Monday because they didnt have another flight crazy how they could just blow you off and say deal with it I rebooked with delta for $350 and they just going to cover me $300 and my flight was $270 so i lost my flight and $50 because i had to rebook with another flight on call for i need them to reimburse me my flight and the headache they give me i hope this matter will get resolve

    • Initial Complaint

      Date:08/25/2022

      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.
      On March ****, 2022 a reservation was made through Kiwi on Frontier Airlines for 2 people to go from *** to ******* round trip, with travel insurance purchased. We learned about 2 weeks prior to departure that our round trip had been cancelled by the airline. We have contacted both **** and Frontier Airlines to be reimbursed $1087.91 months ago and despite repeated requests to have this matter resolved, nothing has been done.

    • Initial Complaint

      Date:08/25/2022

      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.
      July 19, 2022 purchased airline ticket from Frontier Airlines DFPNJK and called and cancelled on July 25, 2022 due to COVID. Requested refund and followed up with letter on August 5, 2022 to Frontier again requesting refund as well as calling Frontier on two other occasions and on hold for extended period of time.As of today, August 25, 2022 no response or refund from Frontier.

    • Initial Complaint

      Date:08/25/2022

      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.
      On August 1st, my husband and my daughter were charged for $253 personal items as carry-ons even though they fit in the personal items box. I had a carry-on and we had shipped our extra luggage home to avoid having to pay for extra carry-on items for my husband and daughter. The attendant at the gate took advantage of the anxiety we had from the flight being delayed and my husband and I being separated to charge my husband. When I asked for a refund, I was told:The airport agents determine the size, weight and dimensions of the bags, I must respectfully inform that your request is beyond service with Frontier as across all levels, we are bound to the same policy/guidelines. Unfortunately, no exceptions will be made to issue a refund for the bag ancillaries once they have been purchased.As you can see from the attached pictures, the bags fit into the personal item sizes with room to spare! They were empty as we mailed items beforehand to ensure we wouldn't have to pay for luggage.

    • Initial Complaint

      Date:08/25/2022

      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.
      Cancelled a flight that had been scheduled weeks prior. There was no clear indication in the cancellation process that the flight was not subject to any refund. This should be clear as a user is going through the cancellation process, and I feel a refund or credit for the flight is appropriate given the lack of clear communication until the flight was cancelled. The site also listed $90 (less than the total cost) which I assumed was the refund amount, not $0.

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

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