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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

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:08/25/2022

  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 purchased a flight from *** to *** through Frontier, scheduled for 8/4/22.My father in law passed away 8/3/22, causing me to "emergency cancel" my flight. I called to get support over the phone and had to explain THREE TIMES (and was transferred to a manager who also dismissed me) that there was a death in my family before the manager acknowledged and redirected me to the emergency form/ policy online. Frontier Airlines policy states I am eligible for "Option to:-Change your travel date, time, and/or destination for up to 90 days from the original date of purchase with no change fee (any fare difference will apply).-Cancel the unused portion of a ticket and receive a credit for 90 days from the original date of purchase." and that I needed to submit "Death certificate OR letter from funeral director on funeral home letterhead. The relationship to the ticket holder must be included with the request." I completed the form and submitted a copy of my father in laws death certificate. Upon my submission, I was given this response. "We received and reviewed the submitted documentation. In order to consider an exception for bereavement, we will need additional information. Frontier Airlines requires a copy of a letter from the Funeral Director on the funeral home letterhead."So now, after submitting one of the document options, I'm being told I have to submit BOTH, which is not in Frontier's policy. I had an option to submit the death certificate and did so, I want my request honored instead of being given the run around to get additional documentation. As it is, my in laws are grieving and I had to go ask for the death certificate, I should not have to go back and ask for MORE documentation when that is not in the policy.

• Initial Complaint

  Date:08/25/2022

  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 plan tickets and needed to cancel my flight with Frontier Airlines. After calling Frontier a few times I eventually spoke with a supervisor named ****. I told **** that I have an insurance policy that covers my tickets 100% as well as any fees. That was why I bought insurance to make sure I'm covered in case I need to use it. He told me he could give me a refund if I paid a $75 fee instead but that was the exception he could make for a full refund. I told him I would go ahead and contact Expedia again about my insurance policy and see if I can get a refund from them and cancel my booking that way. When I called Expedia my Frontier flight was no longer an option, my flight was cancelled without my permission. So, I called Frontier back and asked to speak with **** and asked him if he canceled my flight without my permission and he told me "No, I sent a request but the request will be voided if you don't pay the fee for your refund." I had a confirmation email and my app saying the booking is canceled telling me otherwise. I felt I had no choice but to pay the $75 fee to get my money back. I thought at that point I would be done with this experience with Frontier airlines but the next day and late at night **** is calling me multiple times telling me that they can't give me a refund now. I feel they have completely taken advantage because they forced a cancelation without my permission to make sure they got paid somehow whether it was for the tickets or the fee. I really don't know what else I can do as I feel taken advantaged of and truly never want to do business with Frontier again at this point. I don't understand how I can be told Frontier is making an exception for me all for them to come back and say never mind we can't do that. It's terrible customer service and terrible business practice. I did file a customer complaint as well and was told they would look at my complaint in 30 days. I don't even really feel like my concerns are heard at this point.

• Initial Complaint

  Date:08/24/2022

  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 July 1, 2022, I flew Frontier to travel to *********** from *********************. On the flight, an attendant advertised Frontier's Mastercard and the benefits if you signed up in-flight. One of the benefits was that approved applicants would receive 50k miles that is good for 2 round trip domestic tickets or 1 international ticket. I applied for the card, was approved, met the terms to get the 50k points and when to use this on 8/23/22 4 two domestic roundtrip tickets from ************* to ********* and found that 80k points was required. I reached out to customer services via a compliant and was basically told... sorry, but we can't help you. I have very upset and believe false promises were made to entice passengers to apply for Frontier's credit card. I would like this matter resolved in a manner that allows me to receive 2 roundtrip tickets for a domestic flight.

• Initial Complaint

  Date:08/24/2022

  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.

  In may 2022 we were traveling to ****** MX for our vacation on 05/05/2022 my two bags were received by Frontier air company I traveled on 05/06/2022 because we were late . My bags were supposed to wait in their office in ****** but they were lost. i fill out lost and delayed bags report and they told me whatever i need to buy they will cover it. My bags were found on 05/09/2022. when i came home i uploaded my recipes and we communicated over e mail. Last e mail they send is on 06/15/2022 by my name and address that they asked but no check or any response from them. My case # ******-001902 and they own me *****in pesos at the time that was around $ *******. Please can you help me get this solved . THANK YOU

• Initial Complaint

  Date:08/24/2022

  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 flew Frontier airlines from ********* to ******* flight # **** n 08/20/22. My luggage was lost. I was told by the airline rep if I needed anything that was in the luggage I could purchase it and they would reimburse me. I did just that. Now Frontier is refusing to reimburse me. I sent them an itemized bill. Can you please assist me in getting this issue resolved. My aunt purchased the checked bag (***************************) who was on the same flight. She received her bag but I did not. Also I have majority of the receipts for my misplaced items. we needed our items therefore we had to repurchase. (my husband and I packed together). Conformation for our flights ***************

• Initial Complaint

  Date:08/24/2022

  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 were on a trip when our returning flight was canceled a few days before departure. I called Frontier to rebook a flight home and did all transactions and booking over the phone on June 2, 2022. After getting off the phone I never received a confirmation email and noticed that the amount for the 2 tickets ($715.96) was just pending on my credit card account. Later that evening it was still pending so I tried calling Frontier and was on hold for over an hour and never got ahold of anyone. The next day I tried calling the airlines again and was not able to talk to anyone so we went to the airport to talk to the airlines. We were told because the transaction was still pending and have not received a confirmation email we probably dont have the tickets. Knowing we needed to be back home and not sure what going on with the Frontier tickets we booked through another airline. That evening the Frontier transaction went through on my card but still received no confirmation email. Eventually was able to talk to someone at Frontier and we found out that the wrong email was put onto the account. The email they had listed ************************ does not resemble my email at all. I got the Frontier worker to send me an email stating the email that had been put on the tickets and what my actual email is. They would not refund me the tickets. So I wouldnt lose out on the entire $715.96 I paid the cancelation fee and the remaining amount ca get used as a voucher through Frontier, I have until September 1, 2022 to use the voucher or it expires. I tried filing a billing dispute through my credit card company but because Frontier does not state that they will refund me that went nowhere. I would like a full refund of the $715.96 to my bank account.

• Initial Complaint

  Date:08/24/2022

  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.

  Frontier airlines lost my baggage for the flight from ********* to **************** on 15th August 2022. I have been trying to chase down the bag, and I am not receiving any cooperation from airlines. I have been reaching out to Frontier on a daily basis, but I am not getting any response from LAS baggage clam or ******** Sprints baggage claim. I have also reached out to Frontier airline's headquarters requesting help on this matter, but again am not receiving any useful response.Order of events:1. My bag got misplaced on 15th August on my way from ********* to ****************. 2. I filed a claim at the **************** airport on 15th Aug (baggage claim # COSF973779397). 3. I was informed that my bag was found and that I could claims at the ********* airport on 21st Aug. 4. On 21st Aug after I reached the baggage claims at *********, I was informed that my bags weren't there at the baggage claims.I am an Indian resident here on a business trip and am unsure of my bags whereabouts. Need help in tracking and getting my bag before I leave US which is on 24th Aug.I am extremely disappointed and frustrated because of the un-empathetic and unsympathetic behavior of the airlines and its staff. I would like to claim the expenses incurred because of lost baggage that amounts to $7000.

• Initial Complaint

  Date:08/23/2022

  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.

  I want to inform my situation with the charge of $860.97 with frontier airlines. My family and I wanted to go to PR for spring break and decided to do it last minute. I was looking for tickets and it was when I decided to purchase the tickets with Frontier. When I was going to make the payment the system kept loading for minutes and didnt do anything, I waited for the confirmation but nothing happens. I decided to call frontier to know if the transaction went through or not? I spoke with a Frontier representative and they said that the transaction never went through or that there is nothing under my name. I asked the lady if she could help me to purchase the tickets over the phone. The lady told me that the flight I was trying to purchase was sold out. My family and I decided to stay and go on another time. I NEVER received any confirmation of purchase on the site, no emails, and when speaking with frontier they said that there was no purchase under my name. I found out about this transaction when I went to make my payment for my credit card. I found out the transaction went through and it was tooo late. It was very disappointing because we really wanted to go to PR to spend time with family. I would never purchase $890 tickets and not show up for my trip. Unfortunately I dont have any supporting documentation since is did not recorded my conversations or did not received any email or confirmation. But I would like to request recordings of this day were they can listen my conversation with the person that I spoke with. Please let me know if someone will be able to help. Thank you,*********************** ************

• Initial Complaint

  Date:08/23/2022

  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 two tickets on Frontier on 07/06/2021 to ******, ******. However, the trip was canceled because of COVID, and credit was issued for $791.96. The travel credit had an expiration of 08/17/2021. In February of 2022, we used a portion of the credit, which left a balance of $335.67. This remaining balance was valid for use up to 08/17/2022.On August 16, I attempted to use my credit. I was informed I could not use the credit because someone fraudulently tried to use it that same day. How convenient? **************** then transferred me to their customer relationship department, which is their escalation point of contact. The representative I spoke to reiterated what the customer service representative said and stated someone would contact me within 24 hours. Nobody reached out, so I followed up on Wednesday, and again on Thursday. The customer relationship rep/supervisor stated someone would contact me in three business days. Today would be the third day since last Thursday. No one contacted me, so, I decided to follow up today as Id like to utilize my credit. Today, I was transferred again to customer relationships. However, this time the rep/supervisor advised that she had no update and could not provide me with an ETA on a resolution, and rudely stated I needed to wait my turn for them to contact me. I have an issue with that, as that could mean months from now or even years. I need to use my credit or get my money back asap from Frontier. From my knowledge of tickets and credit, I know they are non-transferable. How then is it possible someone attempted to use a credit issued in my name or my son's? It makes no sense. I need the BBB's help in getting this issue resolved.Pertinent Details:Names on Tickets: *************************************************** Original PNR up to 08/15: YDGGPT (balance $335.67). Per frontier, a fraudulent purchase was attempted on 08/16 for $328.98. Which left a balance of $6.69.New PNR as of 08/16: EGPBVX The total credit is $328.98

• Initial Complaint

  Date:08/23/2022

  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 August 9, 2022, my family was scheduled to fly from ************** to ******/Ft Worth airport flight ****. The flight was delayed for several reasons. First, weather the day before, second because the first officer went to the wrong airport, and three the flight crew scattered. We boarded the plane two hours late to find one of the engines didnt work. Repairs took over 2 hours while we sat on the plane. We took off several hours late and flew towards ******. The flight took a long time, and the pilot finally told us we were circling *** due to weather. After over an hour of circling, our plane was diverted to *****, **, an airport that doesnt service Frontier flights. We were not given a gate or allowed to disembark for over 2 hours. We had been in the plane for 8 hours and were offered biscotti cookies and half a cup of warm water. A fist fight broke out between two passengers which was terrifying. Finally, the pilot announced that we would be disembarking in *****, the flight crew had timed out, and the airline made no plans to get the passengers to ***. We were only told to call the general customer service number for assistance. No one answered our phone calls. We were abandoned by the airline in ***** with no instructions and no representative from the airline to assist us. We were fortunate to find an ******** Airlines flight leaving for *** later that evening, but we had to pay $713 for 3 one way tickets for the flight. When I called the airline to complain, we were offered $75 flight vouchers. When I further complained, the airline hung up on me. We arrived home 10 hours later than expected and over $700 poorer due to Frontier Airlines incompetence. Extremely shabby treatment and they didnt fulfill their end of the bargain to fly the passengers to ***.