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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

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:08/16/2022

  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 August 15 I took Frontier Airline from *** - ***. I had one checked luggage , which I paid for it day before boarding. When I handed the checked luggage at the airport, they charged me for the same luggage at the full price with out looking. I got the alert during boarding time. I contacted the frontier customer service, they denied the wrong doing.

• 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.

  I purchased a round-trip flight from ********, ****** to ******, ** for the time period of June 16th-21st 2022. My return flight time on June 21st, *************************************************************************************************** gate number. I missed my flight as a result and was told they didn't have any other flights to ******** for several days. I had to purchase another flight ($250) through another airline in order to get home on time. Upon arriving in ******** I went to pick up my baggage just an hour and a half after when I was supposed to arrive and my luggage was nowhere to be found. When I contacted Frontier that night about getting assistance with my bag I was told that they were closed and there was nothing the associate could do to help me. He advised that I call again in the morning to get help locating my luggage. Frontier declared my baggage lost. Frontier's website and workers constantly assured me someone would be with me within a 4-6 hour time period, then later 24 hours before someone would get back to me. No one ever contacts me, I always had to call (over 9 times). My bag was delivered to me June 29th, I was without any of my clothing or toiletries for work for 9 days. As soon as my bag was delivered I went through the correct channels online that Frontier told me to use to submit my receipts for expenses and someone would be in contact with me within 24 hours. When I recently received the 1st response from this company they denied my claim of lost baggage and their responsibilities to reimburse me for the expenses I incurred during the time period when they couldnt locate my bag/return my bag to me. At no time was I informed of this 4 hour window when I had to report my bag as lost until I filed receipts for reimbursement. The company somehow has deleted my return flight from my information despite my bag making the flight that I did not. Telling me I had to report my bag lost from the flight on the 16th not the 21st.

• 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 flight from ******* to ***** that was supposed to go to ****** was delayed by 6 hours. Frontier doesnt not want to give me anything other than a $50 voucher. This doesnt cover my luggage being lost, food expenses or my flight. I called multiple time to get help and no they said no one could do anything for me, at the airport in ****** they told me they would at least give me my money back for my luggage. Frontier has ruined every trip Ive gone in and will not help cover my cost. I dont want vouchers I dont plan on ever flying with them again.

• 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 July 14th 2022 I wanted to use my millage to fly to ** I was not able to use my mile because the app would not let me. When I called to book my flight with my points I was continually hung up on because they would not let me use the points when I kept on insisting there were no black outs and asked why I can't I book the flight. When I asked what no Black outs means, no one will answer the question. Frontier finally let me use my points after several call but charged me ****** points not the advertised ******. Frontier Air sells there millage program and card on the plane and say there are no blackouts and ***** points domestic round trip any time. This has now happened to me today a 2nd time. I sick of them lying to everyone when the cards and millage program are sold on the flights. I would like my ****** miles extra they took from me on the last flight and my money ($477) back for my flight I booked today since I could have booked with ******* also but did not have the time to continually call and get hung up on again.. Frontier is committing fraud everyday and It has to stop.

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 tickets to fly out of ********* to ******* for a total of $189.92. The other passenger, ***********************, had a detached retina and cannot fly for 3-5 months. I have sent proof of the doctor&#**;s note about this. Now they will only give me a credit for the issue. I want a refund and they said they will only do that for emergencies, but this is an emergency.

• Initial Complaint

  Date:08/15/2022

  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 mid May of 2022, I had to cancel a flight due to having Covid. Instead of refunding my money, Frontier issued me a credit. I was well within the time frame to receive a refund, however Frontier wouldn't give one. I took the credit for future travel, not knowing there was an expiration date on when I could use the credit. Essentially, Frontier Airlines stole my money. I keep getting "Due to our policy change in December, we are no longer allowed to extend the credit period". This is unacceptable. People work hard for their money, and not being able to spend it when I'm ready to is incomprehensible. If I could go to my bank and challenge the charge I would.

• Initial Complaint

  Date:08/15/2022

  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 - Flight F9 **** -11:18 pm - August 1st, 2022 - *************** to ******* ** airport 2 adults 1 toddler - 10 months 1 infant - 2 years old We were scheduled to depart at 11:18pm but we did not depart until 2am. When we first boarded the flight our seats were double booked and we were asked to move to the back of the plane and wait until we had new seats, we received them and took them. Next our flight was delayed because weight imbalance on the plane. The Frontier crew asked *************************** exchange for credit. We were assured that this would solve it and we were ready to leave. This was not the case. The crew asked 5 volunteers to move from the back to the front, people complied. The message was this would move us; it did not. After the passangers moved to the front, we were made to wait and once we heard again from the crew was that we, again had to move people from the the front to the back, however this time the people with small children. This situation meant again for me to unfasten the car seat from the plane seat again and traverse the isle with my children. I complied with the request but crew never came to move us. I had to negotiated with another group to move. we did. Once all families moved we were asked again to move 6 people from the back to the front people were frustrated, we were frustrated. I have tried to reach out to the airline to help me resolve the issue by either issuing a refund or compensation the way other airlines offer but they have refused to be reasonable. Their attempt was to give me and my domestic partner 25 dollars, excluding my daughter who also paid for a seat. I have ran out of options.

• Initial Complaint

  Date:08/15/2022

  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 June 30, I purchased two tickets from **********, ** to ****** ******** for ********************* and ***************************. On July 1, I called Frontier Airlines to cancel these flights and rebook them for August 3. Unfortunately, I had to cancel several other flights and rebook them in the following days due to times, location, and budget issues. All the flights I canceled were rightly returned with the exception of the first one I made for $1,029.92 (Confirmation Code XFEKVQ). I was asked to wait 7 days before the refund appeared on my card. When I didn't see the return, I called the Airline and filed a complaint with my credit card. The credit card refunded me the money on July 12 pending the Airline revision. The Airline responded on July 18 claiming that no paperwork was found to corroborate my side of the story. The credit card recharged me the $1,029,92 on August 12. As you can appreciate in my narrative, I have followed the steps laid down by Frontier Airlines. They asked me over the phone to cancel it and would give me an insignificant amount in vouchers. I refused to do that since it wasn't enough to even book one flight. Also, tried to negotiate with them a new flight, and after timeless hours, it came down to losing most of the money and no flight. I believe I have exhausted all the reasonable communications with them and now I'm reaching out to you for help. I would like for the Airline to revise the recorded telephone conversation we had on July 1 to confirm my side of the story and proceed with a full refund of the $1,029,92 of the two unused flights.

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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.

  Hello my name is ***********************. On 8/9/22 my 15y old granddaughter and I were travelling from ********************** to ******/********* on Frontier Airlines. In mid flight the Pilot announced *********** was closed due to bad weather and have to re-route to *****, **. This airport is not a HUB for Frontier, therefore, they was nothing in place for us to get to a gate and get luggage removed. Before debarking the flight, the pilot told us we had to call Frontier customer service for further instructions since they don't have a ticket counter. The pilots were also out of drive time, so they couldn't fly us to ***. This was about 6pm, and this airport was pretty much shut down for the day. Nobody at ticket counters to help, and all rental car companies were closed. The entire flight was now stranded with no where to go an no one to help. A fight even broke out du to passengers frustrations. **************** said they will provide a $150 voucher for future travel. We were basically left to figure things out for ourselves. I had to find a hotel and get some food for me and my granddaughter. The next morning, I called Frontier customer service and spoke to an agent name ******. She instructed me that I had to file a complaint and provided documents. I expressed to ************** needed a flight for my granddaughter and I to arrive @ our destination and she said this process would be 24 hrs. I had to purchase 2 tickets from Southwest Airlines. This is never acceptable for any customer to be treated in this manner. However, another Frontier agent sent me an email on the process. All documents have been provided. Thank you in advance. I look forward to your response.

• Initial Complaint

  Date:08/15/2022

  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.

  4/3/2022:Frontier flight from ***************, ** to *******, ** was cancelled. After providing required documentation several times for refund, and multiple emails, all communication from Frontier stopped. My husband and I both missed 2 days of work and our children 2 days of school. We had to pay $300 extra for our rental car in order to be able to drive it home and return it in ** instead of in ***************. We spent money on a hotel stay after the first 12 hours of driving. Stopped for gas and food multiple times. After 7 more hours of driving on the second day, we were finally home. I submitted all documentation to show the money we spent during this ordeal when I selected Frontiers option of refund/reimbursement. We would have been happy with either a full refund for their cancelled flight or reimbursement for the money we spent trying to make our way home. Frontier staff stopped responding to emails and I refused to put any more of my time into phone calls, having had extremely negative experiences doing so in the past. How does a company continue to operate like this? We work hard and do not frivolously spending our money. All we ask is to get back from Frontier what we put out when they canceled our flight without reason. It is now August and still nothing from Frontier. Please help. I am a teacher and my husband is a behavioral health counselor. We are not millionaires who can just let hundreds of dollars be lost. Thank you for your time.