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/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

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

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:08/10/2022

  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 cancelled my flight with Frontier on July 6th. When I spoke to the representative, I was told I had 90 days to rebook my flight for full flight credit. Frontier should record their calls just as any other airline does and review the call. I called yesterday 08/09/2022 and was told that since I cancelled within 60 days, I was not eligible for any credit. I would not have cancelled my flight if I had been told this. At this point I dont even want the credit, I want my money refunded.

• 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.

  Tried booking a flight through Frontier Airlines. Once completed the payment section and clicked "Pay" I was not given a confirmation. The page crashed. Tried again and it crashed once more. I ended up booking through another airline and now frontier has charge me twice and is charging me over 300$ to cancel both flights. Each flight was 403$. Their customer support number does not have a "Talk to a Representative" option making it impossible to sort it out.

• Initial Complaint

  Date:08/10/2022

  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 recently went on vacation to ******* in July I booked a return flight through frontier airlines for August 2, when I arrived at the airport I had 2 check bags and 2 carryon bags I was told I had to pay $168 because I did not book my luggage ahead of time I had which though expensive I was fine with. But as I was leaving to go through tsa I was told I was not allowed carryon bags and had to go to the carryon side to pay for them I told the lady I was allowed 3 carryon bags and she told me I was not. When I went to the carryon side to pay the lady at the desk was confused as to why I was over there, she informed me she was only charging me because the other lady had told her to. After paying another $168 immediately tried to email the company after not getting a response I called and spoke to a gentleman to informed me I should not have been charged for the carryon bags and would receive a refund. After waiting 7 days for the refund and not receiving one I called again and was informed that frontier does have free carryon bags and my charges were correct. I then asked to speak to someone else and was told the same thing I then asked to speak to a manager after waiting for 40 mins I talked to gentleman who said that its up to the cashier at the airport wither they except my bags as carryons and I would need a statement from the airport saying I could get a refund. I asked him why I was told on the second that I could get a refund and he wouldnt answer. When I asked why the website said I get 3 free bags he didnt answer that. When I asked him why one lady said I needed to be charged and the other said she didnt know why they were charging me he couldnt answer that either. He refused to refund my carryon bags and told me I had to contact ***************************** when I called them they told me I had to talk to the airline. I also spoke to another gentleman man ******** who informed me that frontier does offer free carryons and I shouldnt have been charged.

• Initial Complaint

  Date:08/10/2022

  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 requesting a full refund for my ticket from the Frontier Airlines. My original travel date was on 7/25/22 from Wash ** to *******, **. The flight from ************* was delayed by no fault of my own, and I missed my connection. While at my connection, I was told that there are no flight to ******* or to ************* and that I have to spend the night in ******, and no hotel or any accommodations were offered to me. I was not guaranteed that the next day, I would get to flight out. At the same time, a fellow passenger was told right next to me that she was all booked to go to ************* on the same day, while I was lied to and told that there were no flights on 7/25. I was forced to purchase a ticket with United Airlines to reach my destination on 7/25/22. Attached is my second ticket. I was issued a partial refund by Frontier Airlines and was told that I was served by being carried over to ******, however, I was not asking to go to ******. ****** was not my destination. I already paid to go to *******, and Frontier Airlines did not successfully transport me there. Moreover, I was lied to by being told that no flights were going out to ************* or ******* on 7/25. I need my full refund, b/c Frontier Airlines failed to deliver the service for which I paid. I have contacted Frontier Airlines by phone on 8/9/22 and was told that the obligation was fulfilled, b/c I was carried over to ******. I did not ask to go to ******, thus this argument is irrelevant. While speaking with the customer service on 8/9, I was told that I am not able to speak to any supervisor or manager. I was not given a coherent and respectful response as to why I am not able to speak to another customer service representative. It was not my fault that Frontier Airlines changed the flights and could not fulfill the service for which I paid ahead. I filed a written complaint on 8/9/22, which was denied.

• Initial Complaint

  Date:08/10/2022

  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.

  Damaged luggage; Upon my return to *** in March 2022, I spoke with a Frontier Airline representative at *** to file a complaint and provided my contact information. Several months later I received an email from Frontier requesting my flight information which I sent via email. I need some resolution to this matter??

• Initial Complaint

  Date:08/09/2022

  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 booked a flight from *** to *** on august 7 th, I added a pet service in my ticket. I went to the airport To check in along with my pet who is in the carrier I gave them my details and my pet vaccination/health reports and they didnt have any issues at that time.But during that day my flight was overbooked and they didnt assign me any seat at the counter the asked me to go to the gate. I took my pet and went to the gate they said to wait till everybody gets boarded. I waited till all the other passengers were boarded. After 2 hour finally after everybody was boarded they said they dont have any seats I asked them reschedule my flight to next day aug 8th and I asked them about my pet and the carrier they said it absolutely fine to carry pet in that carrier. So I left Next day I went to the airport with the same pet and with same carrier. I went to the gate and waited during the time of boarding one guy said that carrier was not allowed and Im not allowed to board he asked me to go back to the counter and rebook again. I went back to the counter and explained the manager about my situation firstly she was very rude. After going back and forth for 10 - 15 minutes she said the guys who were working at the gate on aug7 th were new and dont know anything about pets which is not my fault, she said she will give credit not refund I said I dont want credit because I will not travel through stupid frontier again she said she wont give a refund and she said to talk to customer service so I called customer service they said to go and ask airport manager to put some notes in my reservation so I went to airport manager again asked her put some notes in my reservation she said she wont put any notes because if she did the guys who worked on previous day will get into trouble she said they might lose their job and left with giving me any alternative. so I left and called the customer service who didnt help at all they kept my call on hold for hours or hang up my call

• Initial Complaint

  Date:08/09/2022

  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.

  Our first flights for approximately $1350 for four people. The flight was delayed 3 hours later which significantly altered our plans. Once we received the itinerary, we noticed the flight was $700 cheaper and called frontier to get reimbursed the difference because frontier rescheduled the flight. We asked to be refunded the difference because the flight we were on was on priceline.com for $700 cheaper, the website we originally booked the flight on. Frontier offered us a credit, we disputed it and asked to be transferred to someone who could assist us after being on hold for 3 and a half hours at this point. A woman told us she was unable to help, but her supervisor could. We were transferred to who we thought was a supervisor by the name of *** (employee number *******) who also said he could not help until we asked if it was a recorded line to which he responded yes and went to look for the recording. After putting us on hold yet again, he informed us he could not find the recording and after disputing the credit with ***, he asked "so you do not want the credit, you want the refund?" to which we responded yes. *** then told us that he was issuing us a refund as we spoke and that we would see the refund in our account in **** business days. While speaking with ***, we reassured him that we intended to rebook the flight we had been rescheduled to, which we did within 5 minutes of speaking with ***. We were assured by *** that this was the best course of action. Approximately two weeks after the phone call with ***, it appeared the refund had not been issued to our account. Then, we received notice that the flight had been completely cancelled with no other flight options within a three day window in our time frame. Once again, after being on hold for hours, we spoke to a supervisor named ****** (employee number *******) who issued us a refund of $779.84 for the second flight and said that this would appear in our account within 7 business days, but it did appear

• Initial Complaint

  Date:08/09/2022

  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 22nd 2022 I booked a flight a flight to ***** with frontier airlines. When I went to check in I was carrying a small backpack which contained anxiety medications that I need to keep on me at all times. When the woman behind the counter saw my backpack she stated that I need to check that in. I explained to her the situation and why I had the backpack and she still insisted on charging me $79. I had no option but to pay it. Later I returned to the customer service desk and explain to another employee how I was charged for a bag that I keep my medications in and I don't understand why I was charged I never had an issue with this on any other airlines before. The employee told me that yes that is considered a medical bag and you should have never been charged as I was speaking to him he was entering notes into the system requesting a refund. After the trip I contacted the airlines told them the problem and they said they have no record in their system of it I've contacted them several times through many different platforms and they keep refusing to give me a refund that I was told at the airport I was eligible for.

• Initial Complaint

  Date:08/09/2022

  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 with Frontier on 07/20/2022 and returned on 07/27/2022. I checked a bag for my flight there and was told I wouldnt have to pay for my bag on the returning flight home. However for my returning flight home, when I arrived to the gate, I got checked in and was informed I had to pay for a bag then I didnt then I did. After all of that I was charged for the wrong bag. I was charged $64 for a carry on bag that I did not have. The employee at the gate told me she was unable to issue a refund at that time and to file a dispute with my bank. I was about to miss my flight so I paid for the correct bag (checked bag) for $59 so I could board the plane. I have filed a dispute with ***** with no luck so I reached out to Frontier Airlines in hopes they would do the right thing and refund the money for the bag I was charged for but did not have. However, I was informed that the employee did not make a note on the reservation so I was not able to receive a refund. I am highly frustrated that I was charged for something I did not have or take and especially being told that I cant be refunded the money that I was wrongfully charged for.

• Initial Complaint

  Date:08/09/2022

  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 was issued an airline credit to use by July 8, 2022 (see attachment showing expiry date and amount). On July 8, 2022 I tried to book a ticket using the credit but got error no funds available.I reached out to Frontier Airlines but they never responded. I do not want to lose my money since I was using it before expiry.