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:08/12/2022

  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.

  I purchased tickets from ************ to ****** for 8/6/2022 and separate return tickets for 8/13/2022. I purchased The Works bundle as advertised on their website here,https://www.flyfrontier.com/deals/bundle-save/?mobile=true As shown in the screenshot, The Works bundle is regarded as two one way tickets and has the ability to cancel within 24 hours of departure for a full refund. On 8/11/2022 I spend an hour speaking with 4 supervisors attempting to cancel my 8/13 flight. I was informed that, due to a company policy, the language on the website didn't apply and that they view my two one way tickets as one ticket with a 7 day layover, meaning that I could only cancel my flight for a refund if I did so 24 hours in advance of the 8/6 flight. I asked for proof that I agreed to this in the terms and conditions of my reservations and was denied. I asked for documentation of this policy and was denied. I believe Frontier is committing fraud by publicly stating in the website that Works purchasers have the ability for a full refund, but then having an internally policy that isn't available to the public that states otherwise.I would like Frontier to update their website language to accurately describe the rules of their Works bundle so other customers if their do not end ** in the same position as me; feeling they purchased piece of mind for hundreds of dollars only to find out that they will loose half the value of their flight cost if they cancel just like those who didn't purchase the Works bundle.

• Initial Complaint

  Date:08/11/2022

  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 24, 2022, myself and a companion (also listed on the reservation) were scheduled to depart from ************ to ******* at 8:38pm. Not only was our flight delayed almost two hours, the gate agent was rude and moved my seat from 2A (extra stretch seating) to 30B (the very last row in middle seat) for no apparent reason. I asked several times why I was being moved and was told in a very nasty manner to call customer service if I had an issue. As a result I contacted customer service the following day 7/25/2022 to complain. I was offered two $50 vouchers (one for myself and one for my companion) and told the vouchers would be emailed to us within ***** hours. After 72 hours passed and I had yet to receive said vouchers, I called customer service yet again and after being on hold for 72 minutes, I was told the voucher would be emailed over later that day. Upon receiving the vouchers, ******* companion both tried to book upcoming travel using said vouchers but the vouchers were only registering for 78 cents not $50.00. I called customer service once again & after holding for 52 minutes, I was informed that the voucher policy had changed on 7/26/2022 and that I would only be able to use the voucher for the base airfare which was 78 cents despite the flight total being $90.99. So I was given a voucher that essentially holds no value. Ive double checked the terms and conditions of the voucher sent in the email with the voucher number and it does not mention anything about not covering taxes and fees. Also the voucher should have been created and issued before the policy changed but wasnt sent until the day after the policy changed. There was also no information sent about a policy being changed & I would have never known unless I called customer service back. Also when i spoke with customer relations agent **** mentioned this is frontiers way of not having to be accountable when they make mistakes. She also informed me that any other vouchers I may have are void.

• Initial Complaint

  Date:08/11/2022

  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 an additional bag in the morning on august 10th for my flight later that afternoon. Once I got to the agent to check my bags she stated she saw an additional bag purchased that morning but it was showing for the flight I took 5 days before on august 5th. I tried to get an explanation as to how it was even possible to pay for a bag for a flight that no longer existed. The agent stated I needed to pay another $79 to check the bag because even though she can see that I purchased the additional bag on august 10th there was nothing she could do. I spoke to different reps and they stated that for some reason even though I paid for the additional bag on august 10th that bag is showing for the flight that I took ok august 5th which no longer exist. No way I should have been charged 79$ for the check bag when I clearly purchased the bag on online on august 10th. How can someone purchase should for something that occurred 5days earlier and no longer exist. This is a scam and I want my 79$ refunded. My reservation number is VCSIKW

• Initial Complaint

  Date:08/11/2022

  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 flew to ****** 7/12 to 7/19. My family and I's luggage was lost while flying there on 7/12. (even though we had a long layover in *******) We were told to buy the basic necessities for our family while they tried to find our luggage and provide receipts for reimbursement. I sent the itemized receipt from an email directly from Target on 7/21 when we returned. It was denied and we were told they needed the credit card statement to match the purchase on 7/31 and it would be approved. I just got a denial again. This is completely ridiculous. We gave exactly what was asked for and it clearly shows it was soap, deodorant, underwear on the receipt. The very basic for me and my children needed for while we were without. Their customer service is so ridiculous and no one can actually help you. They just send you to the 'back office' which is supposedly only -reachable by email. Of which emails take **** business days to respond to. Such a joke. So disappointing not to follow really simple business practices.

• Initial Complaint

  Date:08/11/2022

  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 am supposed to fly with Frontier Airlines on June 27th with FLIGHT 556 from ****** to ***********. I got Covid on on June.20th, 2022 . Called Frontier on the same day asking what the cancellation policy is for the customers who got covid. The customers service told me to submit my test result through a website and fill out the form. I asked her again and again if I need to get any test done by CVS or other clinics or PCR test to get my refund. She said no, she doesn't know about what it will be accpeted but if the documentation is not workin, they would contact me. I asked what if they don't contact me before the flight, the customer service lady said, they will. On the June27th, the flight day, there is no emails or phonecall from frontier about my covid documentation so I called the frontier customer service again and asked what I should do including does the covid case submittion being taken care of and should I cancel my flight on website as today is the flight date. The customer service told me that I don't need to submit cancellation again because I already submit the covid documentaion. They will deal with it.In the next several weeks, Frontier sends auto reply email asking me again for my reservation and I relied with the info but they told me my in home test result is not acceptable.On Aug,11th 2022, I called frontier again and asked how to deal with the issues as I kept receiving auto reply from emails. The customer serivce said I can't get my refund because covid in home test is not acceptable. Nor I can get my partial refund from back by following the frontier cancellation policy ($304.96- $158($79 per ticket)-$46 (NON REFUNDABLE carrier interface charge) = $109 as frontier credit. The reason they gave me is the ticket is shown as "no shown" but it is "no shown" because I was told that I don't need to cancel the flight by customer service.

• Initial Complaint

  Date:08/11/2022

  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 flew Frontier Airlines on 05/01/22. The return flight was from ****************, ** to *********, **. My luggage was lost requiring me to file a claim. Claim process was starting on 05/01/22. They failed to respond to many inquires. Finally when the determined what they would pay in my claim. Their deducted 10% depreciated for each year. Many items were purchased on the actual day of my flight, the actual date the suit cases were lost and still deducted the 10%. They also claimed items were not coverage but when reading their policy there was no mention of these "other" not covered items. They have never responded to my inquires about these last two details. I filed a formal complaint. They in turn told me i had to correspond with the claim team who is the group who has never responded to my inquires. i have been attempted to discuss with anyone at Frontier since 6/22/22. No responses. Claim # LASF953893768 from original baggage loss and incident 220627-000591 from my complaint regarding the original claim.

• Initial Complaint

  Date:08/10/2022

  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 had a credit for $336.97 and $98.00 expiring on 7/25/2022 and 7/29/2022, respectively. I requested through a feedback form on the website whether I could have a refund because of health reasons. I received an email stating I will have my credits refunded if I submit medical documentation, which I did. On July 29 at 3:07pm ET, I called the Customer Relations line to inquire if the refund has been processed yet. I was told by the representative that I will not get a refund but my credits have been extended to expire on July 2023. I try using the confirmation code to book a flight but to no avail. I called again at 8:37pm ET, and was told "you have no credits." I was transferred to the supervisor of the representative with whom I explained that I was informed that I would receive a refund. Eventually, I am transferred again to another representative. After explaining to them again about being told that I would receive a refund, the representative says I would have gotten a refund if I sent in the appropriate medical documentation. I am also made aware that the documentation I sent in was rejected, and because the credits had expired it was my fault that I had not used the credits before the expiry date. After failing to let me know that the medical documentation did not meet requirements, I inadvertently waited past the expiry date of the credits, losing not only a chance to be refunded but also my credits. I was also told that I had the credits extended to expire in 2023. I do believe this company needs to accept their wrongdoing and refund the money. This has been unacceptable.

• Initial Complaint

  Date:08/10/2022

  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 flew from ***** to ****** 8-9-22. We measured our carry on item. It was exactly the size as described on Frontiers website as allowed for no charge. When we went to board they said the luggage was too big and we had to pay $99. The manager was very rude. We showed her that it fit inside the box they use to measure bags. She did not even look. She said if I didn't pay she would not allow us on the plane. My daughter started to cry. I paid the fee and called customer service the next day. **************** said they were sorry, but the fee is nonrefundable. I want a refund of the $99. This is absolutely unethical on the airlines behalf.

• Initial Complaint

  Date:08/10/2022

  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.

  My flight friday night was cancelled, frontier flight **** from ******* to ******** ***. Confirmation code ICHPGG. Frontier emailed me 3x friday to change the flight time, late, not late, late. Airport signage has no notification whatsoever about being late.Flight scheduled now to leave at 8:40, plane is there. At 8:40 they announce it is cancelled. Passengers are left scrambling, they give no info except to say weather up north, call a phone number. The phone number says they are very busy call later. Gate agent cannot help me. Front check-in agent cannot help me. They cannot re-book till sunday and will not compensate for hotel. I am given a special number to call ************ and told they can help me. I go to hotel and call the number. The representative says he cannot locate another option for me on saturday and I can book any way back I like and submit receipt along with hotel receipt to Frontier for reimbursement. Says I do not need any confirmation info from him. I travel at a reasonable price- had much better options but a lot more money. I am advised through frontier on Monday that they are refunding my frontier flight not reimbursing me for the rest. I call the above number again, speak with another rep there who assures me to email back and attach my receipts again requesting compensation. Says they will cover it as original agent told me. I do this, once again I am told it is not their policy to pay me back for my replacement flight or hotel. I flew to ************ instead of ** and took train home to ** since it was much cheaper then the alternative a delta flight direct for $1200. Even, though the agent told me that they would even refund the delta flight.

• Initial Complaint

  Date:08/10/2022

  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 requested to cancel flight UDGL8T with Frontier Airlines because a member in my household contracted Covid. I proactively canceled my flight just in case I got the virus. I purchased ********************* in case I needed to cancel the flight for any reason. There were no stipulations that outlined I needed to provide any reason for cancellation with the purchase of the travel insurance. Frontier is refusing to issue a refund for the flight or offer a credit for the flight. I provided receipts showing I purchased the insurance that was advertised at the time of booking.