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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

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:08/14/2022

  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 30th I had booked a flight from ************* to *****, **. It was during this time my grandfather died. I needed to quickly change my flight to ************* to ************** ****. So, I called Frontier in which I had to make my change, speaking with the representative she stated that if I produce a death certificate I would be fully refunded the change fee of $150. When I got home, I emailed Frontier providing the death certificate information. Later, I received and email from Frontier showing me that I got a travel credit issued not the refund I was told by the Frontier representative that I would be receiving.I was appalled and very upset. I contacted Frontier and was given the run around, scripted responses, and complete disregard of my situation. Which made me very upset, I felt very taken advantage of as a consumer (especially during a horrible time of my grandfathers passing) to know that a company takes from a consumer regardless if the necessary documentation is provided. To know that I was basically lied to, misguided and money taken from me is not ok. I booked through Frontier because I was told I would get the change fee refunded due to bereavement (flight is what I could afford at the time) else I would have gone through another airline.If I would have known providing a business with such pertinent information as to the death of my grandfather and the pain that it has caused myself and my family all while being taken advantage of by a business just makes the whole situation worse.I will never fly Frontier nor will I recommend this business to anyone. Taking advantage of consumers when they are down is not ok, its actually shady business practices when you are told one thing by the employer and they do the exact opposite!

• Initial Complaint

  Date:08/14/2022

  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.

  We made a reservation through Priceline with Frontier Airlines on Aug 4th for ****** ****** to ******, but then had to cancel it a couple hours later. Priceline and the other airlines booked all refunded our money days later, but Frontier Airlines didn't. We called Priceline, they said the trip was cancelled on their end and to contact Frontier. We called Frontier, they said we had to wait up to 7 days. 8 days later, still no refund.I called them today, and they said they didn't have to refund us because we booked online through a third party. Priceline and Frontier both clearly stated before we made the reservation, that we could cancel it within 24 hours for a full refund, which we did, and were refunded from Priceline and United, but nothing from Frontier. The ********************************* has Clarified That Airlines Must Promptly Refund Passengers Within 7 Days if the airline cancelled. Frontier Arilines has not refunded our money, nor promised that we would definitely get refunded. Confirmation #JQ5T9X, Flight 71, ****** to Den, Aug 31st.

• Initial Complaint

  Date:08/13/2022

  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 booked a flight with Frontier airline reservation #KH162U. I applied for a loan for this ticket and to make monthly payments. I canceled this flight and frontier stated ** still obligated to pay and I asked them to reinstate the ticket and they refused nor did Frontier issue a credit. I find it unfair that I have to pay for a ticket for a flight I canceled and for a trip that I will be unable to attend.

• Initial Complaint

  Date:08/13/2022

  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 booked a flight with frontier on Jul 3 2022. I had to book it through their customer support chat because there was an issue with the website. The agent was supposed to include "The Works", which is free with my Elite 100k status with Frontier. "The Works" allows for the flight to be fully refundable. I ended up cancelling the flight on Aug 5, 2022, and was assessed a cancellation fee of the full cost of $137.96. I contacted Frontier, and an agent named ***** told me they can't refund me because "The Works" wasn't on the reservation. ***** was very rude and disrespectful, and wasn't willing to transfer me to a supervisor who might have been able to help. The agent must have made a mistake and not included it, which is obviously not my fault. It is included in every reservation with my Elite 100k status. I am requested a refund of $137.96 as legally required by the terms and conditions of "The Works" bundle. My reservation number is XFJ16N and my frontier status number is ***********.

• Initial Complaint

  Date:08/13/2022

  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.

  Original flight was for earlier in the week, my wife paid for flight insurance and called to move out a couple days, airline still charged her and said she needed to file an insurance claim to be refunded. She still was running a fever after days, and had to move flight a second time. Same situation as before and was charged again. She filed a claim and they offered a credit 60% of value charged instead of refund. Her flight was for 8/14/22, called day prior to sort out refund and found out that airline cancelled her flight stating Covid related and refusing refund. My wife went to urgent care on 8/13/22 due to being sick and had a negative Covid test. After informing representative of airline she was recording their conversation they hung up. Currently we are disputing all charges with our bank but hands down the worst experience ever with an airline. It's criminal what they have done, in total over 1,000$ in additional charges not including the original flight paid for and my wife has been stuck in CA longer due to this headache causing other costs to be incurred for her and my daughter in boarding. We want this to be resolved and refunded what we are owed in full. Needless to say, we will never fly with this airline or anyone affiliated with them ever again!Charges incurred on my card besides the original flight. We had flight insurance and were told charges would be refunded after claim and documentation was submitted. After submission we received $612.96 in travel credit instead of a refund for amounts totaling over $1000 Aug 11 $348 Aug 10 $238 Aug 9 $338.38 Aug 8 $53 Aug 1 $55 Additionally, we have also made a complaint to DOT regarding this issue.

• Initial Complaint

  Date:08/13/2022

  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.

  Ive taken over 100 flights the past decade, and this is the by far the WORST travel experience ever! How do 20 passengers miss a 7am international flight? I was supposed to fly to The ****************** via layover in ******* 8/11 at 7:30pm circumstantially I was late and waited on hold for an hour before finally driving to the airport. At 10:00pm there were no agents available until 4am. After calling (again) my resolution offered was paying an additional 168 dollars to fly out 2 days later (8/13) I paid the money and waited I arrived at the airport 2.5 hours prior to departure (along with over 100 other people. The lines werent managed and I was skipped more than once over the course of my 90 minute wait to get my boarding pass (no kiosk check in was available). Once I arrived to the front of the line I was told I had to provide a new e ticket before I could check in. At 700 am I was told I would be unable to board my 8am flight (along with the ***** passengers behind me). I was given no explanation and not offered any sort of compensation. I WAS SO IRRITATED I left the airport as to not loose my temper and lash out at the agent. After seeking help again via phone the agent (****** who refused to give me a last name or employee number) was extremely condescending and talked to me as if I should have arrived earlier for my flight. I told her there were at least a dozen other passengers in the same predicament and her response was theres nothing I can do/ theres no documentation of that happening on flight 20 leaving *******. I ended up having to travel back to the airport to be placed on a 13 hr layover at 5pm to arrive Sunday afternoon. I was supposed to start my trip Thursday and Now I will arrive Sunday afternoon!! Ive paid **** in report fees and $200 in gas plus $458 flight and $168 fee, not to mention my lost wages Friday and Saturday (my busiest nights). *** missed my sisters entire bachelorette celebration and have spent HOURS on the phone

  Customer Answer

  Date: 08/22/2022

  I believe the term is involuntary denied boarding 

  The agent lied or mislead passengers about the terms of checking in, didnt allow checkin at the kiosk and they purposefully held the line.(all of my Fronteir flights were full). 

• Initial Complaint

  Date:08/12/2022

  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.

  Monday, August 8, 2022 4:16 PM I had a flight out of ******************* scheduled at 7pm on 07/20/2022. Arrived at 5pm. Went to gate. The gate agent said there was mechanical issues. They would have to bring a mechanic from another city. Then the gate agent disappeared for hours down the jet bridge.Airport closes at 6pm mind you. After that is desolate. No Food or Water. Everything closed except a few limited vending machines. The board updated 3am departure. They would have to send a rescue plane. So. 11 hours in this inhumane condition. I would have made other arrangements Frontier Airlines refused to release our luggage. The plane arrived around 3am. It had to board at different gate, since out original broken plane was still parked at out gate. The jet bridge didn't work at new gate. So delayed even further. They finally got it at or around 4am.My 17 minor son and I finally got onto the plane. Keston has chronic kidney disease. The plane was totally disgusting and unsanitary. ****** had to fly with his hoodie over his face, just so he could lay his head down on the filthy seat.Another long lay over in ****** waiting on flight to Phoenix. ****** had the majority of his medication in his carry on, with exception of 2 pill bottles. Arrived inaround 12noon on 07/21/2022. Well, imagine this!!!! They lost out luggage. There is no baggage claim office for frontier. Had to wait on a long line to file a claim.I let the agent know how imperative it was to get the meds ASAP. She said no problem they will be delivered after the next plane gets in. Well 4 days later they finally arrive. I called customer service because i felt i deserved a refund. This is so absolutely ridiculous.I got a customer service supervisor after more than 1 hour wait. Kayla *************** she first got on the phone. I asked for her id number. She didn't know it and had to put me on hold for several minutes. I told her the situation. She said she had no authority to issue refund. If I need

• Initial Complaint

  Date:08/12/2022

  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.

  Cancelled Ticket minutes after purchase, requesting a refund.I had accidently purchased a flight for myself while also in the process of purchasing flights for my son and his girlfriend. I entered information for myself on another tab just to see how much it would cost me if I were to join my son and his girlfriend to return back to ********* on the 19th. I was going to wait for my purchase and thought I had returned to the tab that had all of their flight information when I clicked the make purchase button. Once I realized my mistake, I went in to try to change the information from myself to add my son and his girlfriend in my place. I couldn't do that, so I had canceled the flight to make the proper arrangements. When canceling the flight, I saw that I was being charged $198, for cancelation fees, and I had just made the purchase. I called the customer care department and was told that there was nothing they could do, because it was their policy. I explained to the gentleman that I had just made this purchase, realizing the mistake and that they were going to keep $198 of my money for a trip I hadn't missed or taken. It was scheduled for August *****. He told me that there was nothing he could do. I asked if I could reinstate the ticket so that I wouldn't loose that kind of money, he told me no that I would have to pay the ticket amount again. My reservation ID is JYU3MM, for August *****, purchased August 12. Can someone please assist me with this, because how am I suppose to know the cancelation policy if it;s not specified when you purchase.

• Initial Complaint

  Date:08/12/2022

  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 broke UPPAbaby Stroller during a flight from *** to ***, flight details are below. I have made several attempts via email to resolve and get updates from ****** at Frontier *************** (TNN), but since July 28, 2022, I have not received any responses. I have 3 children under the age of 6 and my wife owns and operates a stroller-based fitness group (Fit4Mom) for expecting and postnatal mothers. This unresolved matter is having significant hardship personally and professionally on my family.Flight Information:- Date of Flight/Incident: 7/22/2022 - Flight #: F9 826 - Flight Confirmation #: IYNSTM Incident/Damage Information:- Damage Claim File ID: ************* Seeking Compensation For: - UPPAbaby Vista: $1,100 - UPPABaby Upper Adapters: $29.99 Enclosed Receipts:- Manual Baggage Report Form # ***** - Baggage Irregularity Receipt - Pictures of the damaged stroller

• Initial Complaint

  Date:08/12/2022

  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 flight from Frontier Airlines on 7/21 for a flight on 7/25. Confirmation code. CGPV6U. I received an emailing stating the flight was delayed. I never received any other communications. When I got to the gate, the plane had left early. The gate agent spoke to me and tried to get me on a flight the next day but it had been oversold. I was going to miss an important work meeting. I booked a red eye flight on American Airlines, which was triple what I paid for the flight on Frontier. I have spoken with customer service. They are saying that the gate agent marked me as a no show for the flight, which is untrue. I was willing to accept a flight credit and give Frontier a try again, but it seems as if they are just a shady airline Id rather not do business with and Id like my money back.