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.

  1 Harborside Dr. Suite 200S Boston, MA 02128

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

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:08/22/2022

  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.

  In 11/21 I booked a flight with Frontier to ********* for Bengels football game. They lost my luggage and I didn't get till 2:30 am. Missing my event I was suppose to go & missing my car rental. I got a text from Frontier saying I would get a $50 voucher. Now they won't let my use it, saying it was go for only 90 days.

• Initial Complaint

  Date:08/22/2022

  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 purchased Tickets for Frontier Airlines, flying out on the 19th of August and returning on the 21st of August. The first issue I have is with the Discount Den, which cost me $60 for a 1 year Membership. It offered 'kids fly free' on all discount flights. This was what I chose on their Website. Once we got to the Airport, there were only 3 Frontier Agents at the Counter and a line of almost 50 people. When I asked the elderly lady [Frontier Employee] at the front about check-in, she told us to use the Terminals on the side. We wasted about 15 additional minutes searching through each on for a check-in. I finally went back to her and said there is no Terminal for check-in; she said she thought we meant for bags.She then directed us to stand in line [now with more people]. That took about another 45 minutes to get through to the desk. Once there we were informed that we were 17 minutes late to check-in. I tried to tell her that this was due to misinformation from a Frontier Employee and the fact that there were only 3 people working the counter - which took a very long time to get through. Needless to say, the only other flight was leaving the next day - which would be useless considering once we got to our destination, we would have had to leave in a few hours time. She refunded our return flights, but not the 1st flights. She also said that we had been charged for our 4-year old [even though we had the Kids Fly Free tickets through Discount Den]. I was so disappointed with Frontier that I asked to have our monies refunded. They refused.

• Initial Complaint

  Date:08/22/2022

  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 Saturday, August 20, 2022 I had a flight booked from *** to *** with Frontier nonstop. This was my return flight after purchasing round trip tickets from them. My initial flight to MKE went well, as I did not need to purchase a carry on since my personal item measured the dimensions allowed. While waiting for boarding, I had the exact same personal item (backpack) with the exact same items inside and it was not overstuffed. The attendant told us to size our personal items and purchase a carry on if our bag did not fit in the sizer. I had to push my bag in due to padding and straps, but it fit, and when I asked the attendant if she thought I needed to purchase a carry on, she said she saw it go in and that I did not need to purchase a carry on. Then a supervisor named ***** came over while boarding passengers and started barking orders to the passengers like a drill ********. She was rude to everyone for no good reason and because I had to push my bag into the slot sizer, she made me purchase a higher cost carry on than I would have if I had been advised to get it earlier when I asked. Nowhere on Frontier's website when I purchased my tickets did it state anything but dimensions for bags. ***** ruined my travel experience as I had just visited my mother who has Alzheimer's, and she completely upset me. When I filed a complaint online upon my return, the customer service rep told me something about baggage fees being non refundable, but I do not feel the issue with the poor customer treatment was addressed appropriately. I also feel like I should be refunded the $100 charged to me for having a bag that matched the dimensions for a personal item.

• Initial Complaint

  Date:08/22/2022

  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.

  In April of 2022 I flew from ****** to ******* ********** with the connect flight in *********. I checked two bags in ****** and that was the last time I saw my bag. When I got to my destination in ******* ********** my bag was not there. I filed a complaint immediately before I left the airport. I was then emailed a form to submit my claim. Claim number ontf 926-053511. I have been following up with frontier airline due to the fact that I am visually impaired and needed assistance with my claim. They said that they would have someone from their agency contact me to assist with the claim. Unfortunately, no representative contacting me as they said they would. I went to the public library and had an employee from the library assist me with my claim online and submitl. It has been 4 months and I still have not been compensated nor has my bag been returned to me.

• Initial Complaint

  Date:08/22/2022

  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 4, 2022 my flight for my daughter and I was cancelled after 7 hours of waiting. When speaking with representatives in the airport the alternative flights to get me home would have required me traveling to **********( take a 5 hour drive to their airport at my own expense) and leave the next day from there or take a flight to ******** the next night at 9 or 10 pm then fly to ******** for 15 hours then fly home. Neither of these options were convenient for us so we were offered a full refund for the flight. On the 5th of August, via email and chat ( I have records of both) I was promised My full refund within 10 days. To date, my refund has not been received but on the 17th I was told they never issued or reviewed my refund and I have to wait another 10 days. At this point, I not only want my $248 paid for the flights cancelled but I am seeking some form of compensation. I have been heavily impacted financially due to this with my alternative tickets costing $611, two nights of hotels costing $134 and $189 plus the expenses paid needed to feed and care for my child is while waiting since our luggage went on a separate flight with my husband. I mustve spent $100 alone Using Uber to get around for everything alone. I do not feel this is unreasonable at this point given it has been one inconvenience after another.

• Initial Complaint

  Date:08/22/2022

  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 flight from *** to *** on 5/13 was canceled because the plane was downgraded and they ran out of seats. But I was Zone 2, showed up early, and queued properly. The attendants let some Zone 4 people board and by the time it was my turn, they denied me a seat. After speaking to the gate attendants, they said that I could book a flight to LAS with any other airline and Frontier would reimburse me for it, so I purchased Southwest tickets and then submitted a request for refund as instructed. It has been over 3 months and I have followed up with my request by email weekly, but they are either unresponsive or tell me the same thing that they are sorry but they dont have any updates yet.

• Initial Complaint

  Date:08/21/2022

  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 Aug 7, 2022, we were booked (2 tickets) to travel non-stop from ************************** to ************** (Flight 1463/confirmation # E8WGYS) at 7:30am, arrival 8:36. Without cause, Frontier cancelled the flight around 1:15 am. They provided options that included cancelling all bookings and booking with another airline, but only receiving $400 per ticket. We attempted to contact them via phone--we found several customer numbers--but no phone call resulted in an actual person or option to speak with a person on that day, or any day since we have tried to resolve this matter. As we had hotel and event reservations for Aug 7, we could not afford to lose out and cancel plans on Aug 7. Researching all options/airlines, the cheapest flight for 2 people was through Delta, around 10-10:30am that day, connecting, for $1100. (This caused us to miss out on the Cubs game, 1:20, *******. Another $100.) We have made various attempts to contact Frontier and request the additional sum of $300. They have been abrupt and rude. According to the **** of *************** if passengers arrive at their domestic destination 2+ hours later than their original arrival time--we arrived in ******* around 12:45-- passengers are to be compensated 400% for a one way ticket or a maximum of $1500. Frontier tells us they have processed a check--we have not yet received this check--for $800. Our resolution--what we are requesting--is for Frontier--to comply with the *** regulation, to be fair in its customer relations, and reimburse the additional $300 we are out for the airline tickets we had to purchase when they cancelled our flight just hours before we were to take off.Thank you *************************** *******************************

• Initial Complaint

  Date:08/20/2022

  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 18, I was on flight **** from *** to *** (confirmation UFNQTA). I placed a bag in the overhead bin a few rows in front of my seat. Without my knowledge or consent, the male flight attendant removed my bag from the overhead bin and gave it to the female flight attendant. She, without my knowledge, gave my bag to another passenger to keep under his seat for the duration of the flight, apparently by mistake. Upon our descent into ***, the male flight attendant retrieved my bag from the other passenger and handed it to me. When I asked him why my bag had been with another passenger and why he had removed it without my knowledge, he said that I was not allowed to put the bag in that particular bin. He said that the female flight attendant gave my bag to the other passenger by mistake, but he noticed it when it happened and he had watched it. I asked what happens if something is missing from the bag, and he said I watched it. I have no idea why the flight attendant would remove my bag without my knowledge nor why - if the flight attendant knew my bag had been given to the wrong passenger, he didnt correct the situation immediately instead of merely watching the bag for the duration of the flight. I also have no idea why another passenger would accept the bag knowing it was not theres, unless they planned to take something from it. At no point during the interaction did either flight attendant offer an apology. I closely examined my belongings after ********* and found $20 and a *********************** card missing from my bag. I notified Frontier Airlines **************** via their ******* handle, but received no response after three separate messages sent over three days.

• Initial Complaint

  Date:08/20/2022

  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 Flight 108 Confirmation Code WDW8PG departing from *** and arriving at *** was cancelled after takeoff. My wife and I were returned to the airport and forced to find alternative travel arrangements. The flight was in the air for 1 hour and 40 minutes per the pilots announcement that he was turning around when we were nearly half way to our destination and seemingly closer to another airport. Upon returning to the report, we had to wait over an hour before the staff could tell us anything regarding flight status, precious time lost having better odds of rebooking out of ***.Despite using the link provided by Frontier to rebook, the only flight I was able to secure left the next day 08/12/22 with a different airport and airline. I was forced to cancel my return flight with Frontier due to the change in itinerary (airport). Expenses incurred as a result of Frontier?s cancellation > Round trip flights via JetBlue $1573.20 > 1 Night lost at AirBNB $166.60 (total for AirBNB $1499.44/3; couples= $499.81/couple; $499.81/3 nights = $166.60 per night) > Total $1739.80 > Frontier Refund to date less $ ****** > > *****Balance $1298.40**** The out of pocket expenses I am requesting total $1739.80. I was refunded $****** from Frontier. I am requesting $1298.40. Minimally I am asking that $1131.80 be refunded, the additional cost of round trip flights. Again despite using the link Frontier provided for rebooking they were unable to accommodate us with a flight out of *** or a flight on their airline, causing the additional expense.After providing Frontier with a detailed requests, during the email exchange I was advised permission from the airport was needed, to which I asked that they pursue and also asked for documentation which i have provided to no avail.Attached please find supporting documents which include the itinerary from the AirBNB, receipt from JetBlue and the email exchange with Frontier Airlines.

• Initial Complaint

  Date:08/20/2022

  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 have a very expensive bike in a well padded bike bag that was zip tied to the bike on purpose. The bike was taken out and NOT zip tied back which could've cracked my $6,000 bike. It was scratched up. On the way back, I carefully packed my $300 helmet in the bag and wrapped with bubble wrap which was also taken out and thrown back in, smashed and broken. You cannot ride a helmet once it's cracked. Will I be reimbursed for the damages?