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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

    • 6,423 total complaints in the last 3 years.
    • 1,528 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/20/2022

      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.
      I had reserved a reservation for a round trip ticket from ********* to *******. I was not allowed to board the plane due to Covid protocol. Since I was unable to board my flight, I requested a refund which they refuse to give me. They said they can only offer a credit. I don't need a credit due to the fact that I don't fly often and am not planning to for years to come. I wanted to board my flight, but the airlines wouldn't let me. This is theft. If the credit isn't used in one year, it expires. I was ripped off by Frontier Airlines.Reservation Number: Z9CYMC

    • Initial Complaint

      Date:08/20/2022

      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 was flying from *********, ** to *****, ** the night of August 15, 2022. The plane boarded and the flight was cancelled due to no co-pilot. All passengers were directed to the ticketing counter for a hotel reimbursement form. Due to the incompetence of the ticketing counter staff, they did not change the flight number and destination on the reimbursement form. I submitted all documents to Frontier Airlines for hotel reimbursement as per their instructions on the form. Frontier declined my reimbursement because the form had the wrong flight information. There is no way for the passengers to change the information on the reimbursement form.

    • Initial Complaint

      Date:08/20/2022

      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 purchase a ticket for my mom through trip.com. Was given a flight from ******* to ******* ** with a layover in ******. I went to frontier airline to check in my mom ad purchase extra luggage. My mom landed in ****** at 8:10- paid a taxi to take her to the next terminal to get there in time and arrived at frontier at 8:40am and was told that she could not board because boarding closed at 8:30am even tho the flight was until 9:44am. Left my mom without a flight home. I called trip.com and they told me that they should have allowed my mom on board regaled less I want a refund for my ticket, refund for the baggage I bought and a refund for the expensive ticket I had to purchase a ticket from American airline to to get her back home. I paid an extra of $428

    • Initial Complaint

      Date:08/20/2022

      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.
      On August 4 I accidentally purchased a checked bag through frontier airlines for a round trip flight by mistake. The amount was $118.00. I tried to rectify the mistake through calling their customer service but was told it was non-refundable and hung up on. Their online helper did not respond after numerous attempts. An attendant at the frontier airlines gate would not help, and only gave me their customer feedback line. I did not use the checked bag and purchased it by mistake.I shouldnt have to pay for a service I didnt use.

    • Initial Complaint

      Date:08/20/2022

      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 07/04/22 I booked a round-trip flight for myself and wife on Frontier Airlines from ******* ** to *******-****** on **/11/22 and returning on **/16/22. Confirmation # **YHSV. I purchased a carry on for myself because I use a CPAP due to my sleep apnea. I have not flown anywhere since 2012 and did not use a CPAP at that time. I was not aware that it was excluded as baggage when I booked the flight. Within an hour of booking I tried to go back on the website and remove the carry on. The action was not available online, but it sure would let me add baggage. I called the customer service number and was told they could not remove the charge and it could only be removed by the ticket agent at the airport. I waited until the flight and the ticket agent said I would have to contact customer service to reverse the charge. She said she put a note on my account that I had a medical device as a carry on. On **/18/22 I contacted customer service and was told that baggage fees were not refundable. I was lied to by several employees that told me I would be refunded by following the instructions provided to me when the company had no intention of refunding my charges. I paid $40 each way for my CPAP for a total of $80. I find it strange that Frontier 's policy is to provide the lowest fares for it's passengers and yet impose outrageous fees on them at the same time. It would seem that they have no problem upselling passengers but will not allow a service removal even over a month before the scheduled flight.

    • Initial Complaint

      Date:08/19/2022

      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.
      Dear Frontier CEO - ************************* I am contacting you regards to my booking with your company. I have use your company for all my trips and never had a problem. I took at trip to Vegas in July of 2022 and have been going back and forth with everyone and getting tired of the run around. I was to flight out of ***** ** with Frontier and when I got to the airport your flight the counter was closed. My flight was to flight out at 12:10pm and we were at the airport at 9:30am. There was no one at the counter to check us in and the Delta agent told us there was other people that had been waiting and knocking on the door to the office area. No one was answering and I was on the phone with Frontier agent about the issue and so was the other 6 couples that I did not know waiting. One person from Frontier **************** called the desk and you could hear the phone ringing but no one was picking up. We seen on the tv board the fly was leaving gate how is that? I went and knocked on the door again with Airport Security and they even knocked on it really hard and no one came. Once we seen our flight was in the air and still on the phone with Frontier **************** 2 black young black ladies came out with 2 little kids. The Delta agent told us and the other couples this also happening when the Frontier Counter agent bring there kids to work and they are in the back.. Thanks to Frontier we were stuck in ***** ** with no flight. The Frontier Agent told me on the phone the next flight to Vegas was on Monday when it is Saturday and we have to wait because of your guys local counter agent not doing their job? The frontier agent on the phone asked if there was another airline we could fly out with today and I said we checked with Delta and they were able to get us out in the next 3 hours. The frontier agent on the phone told us to go ahead and book with them and give her the ticket # she will do what she can to get us a match with

    • Initial Complaint

      Date:08/19/2022

      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 previously booked a flight with Frontier Airlines, which was subsequently cancelled by the airline. When I re-booked my daughter on a new flight, I had to pay out of pocket for it and I requested a refund of the original ticket. I was advised in on May 1, 2022, that I would be getting a refund of $197.00, which would be mailed to me. I never received the refund and when I checked back with Frontier for status in mid-July, I was advised that the refund was never sent and had to re-verify my mailing address. I still have not received my refund check and cannot get a response and/or status update concerning this matter.

    • Initial Complaint

      Date:08/18/2022

      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 bought a flight ticket to *******, ** for my cousin ************************************** on June 13th, 2022. The flight was cancelled and the employees at Frontier Airlines told my cousin that she would receive a refund for the whole ticket. We never received a refund. I have contacted them regarding the refund of $351.99. I recently went to the Frontier Airlines website only to find that the transaction history was not there. Thankfully i still have emails of the transactions. The Frontier Airlines specialist said , in an email, that I would receive a "check" but have not received any sort of compensation. I would like my FULL refund of $351.99 Confirmation Code of Ticket: WHCWHX Expedia Itinerary #:72313464014601

    • Initial Complaint

      Date:08/18/2022

      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 purchased tickets and requested refunds from Frontier since June 25th, however I have not been assisted with any resolutions and unable to get any assistance over the phone. I have been placed on hold for ours and still no representative. My reference Code: SH6YP.I also requested for my husband ***************************** and ************************************* Reference Code T4S6SR Making every attempt to ensure that they received documentation of us having Covid, however no response.I am trying to rebook another flight, however I have been awaiting a resolution on the above.I only received 2 emails with incident numbers 220620-001886 and 220620-001857

    • Initial Complaint

      Date:08/17/2022

      Type:Customer Service 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.
      Attached are letters that I've sent with minimal response and their customer service systems (phone system, email, online chat) are SO BROKEN that it's impossible to get any resolution.

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

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