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/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:08/17/2022

  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.

  -Date of Transaction: 17 August 2022 -Amount charged to credit card without authorizing: $89.00 -Nature of dispute: At-the-Gate Carry-On Baggage fee without notifying the passenger and not measuring the dimensions of the passengers personal item to justify if dimensions exceeded allowed limits per Frontier Airlines baggage policy that would justify a Carry-On baggage fee. Note the passenger took the same personal item and had no issues boarding a Frontier Airlines flight on 12 August 2022. -I contacted several Frontier Airline Representatives via online chat, online complaint form, and phone call and they made a minimal attempt to resolve the problem. Not one individual representative addressed the fact that their ticketing/boarding agent made a determination that the personal item exceeded dimension limitations without measuring the item or placing in a baggage saver, and that no communication ever occurred with the passenger that the personal item would be considered a carry-on and that a fee would be incurred.-Frontier Airlines Confirmation # N7B18V

• Initial Complaint

  Date:08/17/2022

  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- Confirmation number NKSPRN/ Flight **** I purchased an airline ticket for a friend, ***************************** *****. Regretfully, due to a family emergency's medical illness, she was forced to cancel. When contacting Frontier, I was informed that the ticket will not be refunded or transferable for future use. As you know, we are feeling the financial impact of inflation and telling customers they'll lose hard earned money is not best business practice. Nor should it ever be an option for customer's confronted with an unexpected emergency. I understand there are policies and guidelines, however, let us not forget the impact of the past and current health/ financial crisis the world is experiencing.I am requesting a one- time courtesy full refund or flexibility to transfer the ticket for future travel. Similar to when travelers are forced to accommodate airlines resulting from a delayed flight, which happens often.If you need additional information, please feel free to contact me at *****************************,***************************

• Initial Complaint

  Date:08/17/2022

  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 2 airline tickets from Frontier Airlines but subsequently canceled that booking. I was given a Customer Credit: Travel Credit in the amount of my original purchase ($400) along with an 8/4/2022 expiration date on that credit. When I attempted to book flights using that credit on 8/4/2022, I got an error stating the credit was expired. Many attempts were made to contact Frontier customer service. After finally speaking with someone on the phone, I was told my credit was expired and there was nothing that could be done about it. I reached out to Frontier customer service via ******** messenger. I discovered through these messages that Frontier's records indicate my credit expired on 8/3/2022 and that is why my credit would not work when trying to complete my booking on 8/4/2022. I have asked repeatedly why we have two different expiration dates. I've explained that I feel that Frontier did this to intentionally deceive their customer. There are clearly two different records: The Frontier record that shows an expiration date of 8/3/2022 and the cancelation record that was sent to me by Frontier has an expiration date of 8/4/2022. Frontier acknowledges the difference in the dates and apologizes for the incorrect information that was sent to me but says there is nothing they can do to correct their mistake, and refuses to honor the credit. Both of these files are attached. One is the Frontier file with an expiration date of 8/3/2022 and the other is the ***** file with an expiration date of 8/4/2022. Also, screenshots of a small part of our conversation have been attached, for reference. The entire conversation is available if needed. (please view "convo" files in order of 1-8)

• Initial Complaint

  Date:08/17/2022

  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 May 14, 2022 I purchased an airline ticket for $171.96 to attend a funeral that was in ******* for my Auntie who had passed away. At the time, ***** was on high alert in ******* and for health and safety reasons arrangements were made to have the funeral via zoom. The next day I contacted Frontier Airlines to inform them that the tickets are no longer needed since I would be viewing the funeral via zoom. I was informed that the tickets would be canceled and refunded back to my original form of payment which was on my *********** card ending in 3305.I have yet to receive that refund of $171.96. I have made several attempts to contact Frontier Airlines to get this matter resolved. When I contact Frontier Airlines they either have extremely long wait times which is due to the pandemic or I get transferred to a different representative who then drops the call. This has been extremely frustrating. Please help retrieve my refund for $171.96. Thank you in advance for your assistance. Have a good day!

• Initial Complaint

  Date:08/17/2022

  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.

  Hi - I recently booked two round trip flights with Frontier Airlines from ********* to *********. The return flight of the first trip was 7/31/22. Frontier cancelled it after several hours of delays. We were told Frontier had no available flights to rebook us on. We were forced to book a flight on our own through another airline and get reimbursed a maximum of $300. It's tough to stay under that threshold but I was able to find a Southwest flight for $296.Since I had to stay an extra night in ********* and I no longer had a rental car, I was forced to book a hotel for the night. Frontier reimbursed up to $150 for that. It was tough to stay under that threshold too, especially since they don't reimburse ground travel (Uber, taxi, rental car, etc.). I was fortunate enough to find a hotel nearby for $149 with a discount code.Then I was told Frontier would send me a check for reimbursement in 6-8 weeks. They also sent an email stating they were not able to reimburse the hotel. Thankfully I had taken photos of the sheets handed out to us saying they would so they eventually agreed. I'm sure some passengers weren't so lucky and were told they could not get reimbursed.Fast forward exactly two weeks. The same exact thing happened on 8/14. Cancelled flight, told to rebook on our own through another airline and get reimbursed in 6-8 weeks. Now I'm pretty frustrated. This time around I had paid extra for checked luggage just a few hours before they cancelled the flight. Frontier does not refund the initial ticket price that I paid them. Now they are telling me they will not refund the baggage fee either when they likely already knew they were going to cancel the flight.I'm now out $1,322.46 for up to 2 months. And Frontier refused to reimburse the baggage fees. I understand that things happen but this is incredibly frustrating and unethical. Any help is much appreciated. Reach out any time for more information. Thank you.

• Initial Complaint

  Date:08/17/2022

  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.

  May 28, 2022 I rode a Frontier flight from ******* to ***** checking my daughters car seat. Upon arrival at 11pm after all the bags had come thru, my daughters car seat was lost. I filed a report at the airport and was sent off to find a new way home calling someone to get us in this late hour as I had no car seat. A new seat was purchased the day, many calls, reports filed w/airline. 2 weeks later the seat was returned at ****pm on a weekday from an airport employee with no prior notice waking up my daughter. (Have a video). Many calls later I was finally promised compensation for the damaged seat and new seat. Its August 17, Ive emailed several times as no check has been sent. I do have email proof of this agreement. The flight the seat was lost on, 3 other families had their seats damaged by this airline. We are to throw seats away after accidents yet these airlines are allowed to just throw our childs safety equipment around on top of damaging and losing them and they dont fulfill their obligations! Im a single mom out money for the Graco seat damaged as well as the new seat purchased and still sit months later with no compensation and the airline continues to ignore my emails and give the run around asking my information several times as its given each time and they already have it.

• Initial Complaint

  Date:08/17/2022

  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 flew on frontier on August 5th from ***** ** to ***** ** and back on the 10th from ***** to *****. On both flights we purchased food and drinks but they were unable to provide a receipt for the purchase. If I am purchasing goods and also being asked to tip on those goods I would like for my records a receipt of that transaction and both times the flight attendant did not have a way for me to document either transaction while on board. The purchase was for more than $20 which I believe is required by law to provide a receipt for a transaction.

• Initial Complaint

  Date:08/17/2022

  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 round trip airline ticket for ******, from Frontier Airlines on 8/10 to fly from *******, ** to *********, **. On 8/11 I contacted the airline to inquire about cancelling the ticket since the family member I was visiting tested positive for ***** and was ill. The representative indicated that I could get a waiver for the flight and refund once I filed proof/documentation of the positive ***** results. The flight was cancelled, I received a copy of the ***** results, the test was administered by a medical professional at a health facility. The proof/document was uploaded to the airline's portal on 8/16. I then received an email almost immediately indicating the documentation did not meet the requirement for an exception and I believe it's due to the 4 day advance notice. ***** doesn't have a TIMELINE and neither should Frontier's policy. MY FAMILY WAS SICK, I CONTACTED THE AIRLINE AND SOON AS I WAS AWARE, THEN FOLLOWED UP WITH PROPER DOCUMENTATION. Frontier's policy should be considered illegal. The company should be investigated for their predatory consumer practices!

• Initial Complaint

  Date:08/16/2022

  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 flights were cancelled well over a month ago. Why so early for a flight in September? Frontier offered me a refund. I accepted to the refund. It has been a more then a month and my credit card has not been refunded. I tried to chat but never received an answer. I find it horrible that they keep customers money this long while collecting interest on it while I am paying interest on my card?

• Initial Complaint

  Date:08/16/2022

  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 4/11/2022 I paid for 4 tickets which were to take place on 7/17/2022. The flight was a direct flight from ****** to ************ (Frontier Airlines 88- documentation attached). After arriving at the airport I was informed that my flight from ****** to ************ (Frontier Airlines 88) was cancelled and I would have to purchase additional flights to get home. That is when we made the purchase for the tickets from ****** to ******* and ******* to ********** for the amount of ********. I purchased tickets on 4/11/22 for a flight that was cancelled which is why Im asking for the new flight to ******* to be refunded. We were forced to purchase another set of tickets for ******** in addition to the original purchase on 4/11/22. Im attaching the original booking confirmation which shows I purchased a direct flight and also the second flights purchased after the direct flight was cancelled. I should not have to be responsible for purchasing new tickets due to Frontier cancelling my direct flight. The flight for my husband and son is under confirmation 3EG49W and my daughter and my confirmation is 3E8MTD.