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Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Frontier Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Frontier Airlines, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 6,413 total complaints in the last 3 years.
    • 1,563 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/09/2022

      Type:Product Issues
      Status:
      Unanswered
      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 left my luggage in ********* while I traveled to ****** causing me to have to purchase essentially everything they stop responding after I submitted my reciepts and was informed by the desk attendant that I would refunded for what I spent i also lost out on ***** because I did not have my equipment to preform the job I came to do. Please assist with getting my refund for clothes and lost of income

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 delayed and then cancelled our flight due to staffing shortages on our flight from *** to *** on 8/3. When I called customer service about getting on another flight they said my only option is to take a refund to my credit card or for a travel voucher for the amount I paid (about $200 total). I told the agent that I still needed to get home and asked if they could get me on another flight or to book me on a competitors as there were other flights going to ******* that same night from the same airport. They refused and said this is my only option. I was then forced to rent a car ($280) to drive 3 hours north to my familys house for accommodations for the night (since nothing was offered to us and $200 isnt enough for a decent hotel in ***). We then had to pay almost $700 for last minute tickets on another airline. Once we got home I again talked to another agent and after being put on hold for over an hour they said that there was nothing more they could do for us and the cost of the ticket was all that we could get.

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      FLIGHT 83 on 8/7 was originally scheduled for 2:21 PM Delayed to 17:20 PM Told the delay is due to A/C valve not working.Issue 1: After boarding all passengers at 17:39 the crew announced the flight was cancelled without providing the reason.Issue 2: was told that the pilots flying time was over and same flight will be resumed tomorrow morning at 7 :00 AM Issue 3: If you need to cancel it then tell everyone earlier.Issue 4: We were at airport to get the luggage , immigration, hotel rebooking, transportation till 8:30 PM. Issue 5: the hotel that was provided was miserable cheap and could not have asked anything more worse than this.Issue 6: next day for 7 AM flight, we were asked to ready at 4 AM for the bus. Then what we saw was even more shocking. small vans which accommodate 5-6 passengers were being called one by one at the interval of **** minutes. I decided to use my own cab to reach airport.Issue 7: at airport, the flight was delayed again from 7:00 AM to 7:30 AM. No reason was provided.Issue 8: Flight departed at 7:30 AM and landed. we were sitting in plane at gate for 45 minutes. Ground staff not available .Issue 9: The ground staff opened the wrong door at gate and let all passengers exit from the wrong door without immigration and customs. THIS WAS THE BREACH OF CONDUCT BY YOUR GROUND STAFF.

    • Initial Complaint

      Date:08/08/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 reimbursement from Frontier airlines for cancelled flight.I have filled out forms sent by Frontier and have not received any response after several requests for update on reimbursement of $655.38.From: Frontier Airlines <****************************************>Sent: Saturday, July 23, 2022, 11:18 AM To: ***************** <*****************>Subject: Frontier Airlines: Reimbursement Request [Incident: 220723-000389]You requested assistance from our on-line support form. Below is a summary of your request.Topic: Frontier Airlines: Reimbursement Request Reference #: 220723-000389 Discussion Thread Customer By CSS Email (*******************************) (07/23/2022 11:18 AM)Please let me know if I sent what you needed for a refund.RSVP Sincerely,******************************* Sent: Monday, July 18, 2022 9:08:32 AM To: Frontier Airlines Subject: Fwd: Frontier Airlines: Reimbursement Request [Incident: 220324-00181 Sent: Monday, July 18, 2022 8:55:58 AM To: Subject: Re: Frontier Airlines: Reimbursement Request Subject: Fw: Frontier Airlines: Reimbursement Request [Incident: 220324-00 Sent: Monday, July 18, 2022 6:59 AM To: Frontier Airlines Subject: Re: Frontier Airlines: Reimbursement Request [Incident: 220324-001811]Passengers names ******************************* All reservation codes S7Y23C Name of payee ******************************* Mailing address ************************************************************************ Original Itemized receipts (Attachment ONLY) A copy of your Frontier authorization letter (Attachment ONLY)Frontier authorization Total $292.80 **************** Total Price: $91.19 (USD)*Spirit Airlines Total $271.3 From: Frontier Airlines Sent: Wednesday, June 8, 2022, 1:55 PM To: [link removed]Subject: Frontier Airlines: Reimbursement Request [Incident: 220324-001811]You requested assistance from our on-line support form. Below is a summary of your request and our response.Topic: Frontier Airlines: Reimbursement

    • Initial Complaint

      Date:08/08/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      Confirmation code: PGVSPH Upcoming flight was affected by schedule change of more than 12 hours. Was given the online option to cancel my flight and receive a travel credit for $50 for my initial reservation as well as a $50 courtesy voucher for the nine schedule changes. Still waiting to receive the $50 travel credit for the initial reservation as well as the $50 courtesy voucher.

    • Initial Complaint

      Date:08/07/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Wednesday 8/3/22 I boarded flight **** 11:30am with my wife and 3 kids ages 4, 6 and 7 from *** to ***. Prior to boarding, I was charged $50 extra for 4 lbs of additional weight for my checker back, which is ridiculous! Upon boarding, the flight took off on time but about 20 or so minutes from landing in *******, the pilot let ** know that due to weather, wed be in a holding pattern for 20 mins. After being in the air longer than 20 mins, we were told that we were being redirected to **********. Upon landing in **********, the pilot informed ** that the weather had passed and that wed be fueling up and heading back to ******* in the next 30 mins. Two hours later we were still sitting on the tarmac, not allowed to leave the plane, not being offered any complimentary water or snacks and in fact had to pay for snacks. Eventually, we were allowed to deplane but only for a few minutes to stretch our legs. It was advised that we all stay on the plane, to leave quicker. It is now 6:30pm. Weve been on the plane for 7 hours. We leave at 7:30pm. The pilot apologizes for delays as we are in the air. We land 50 minutes to an hour after take off. It is now 8:30pm. We sat on the tarmac in ******* for an additional hour. It is 9:30pm before we are able to deplane. We have never experienced such a terrible flying experience. The initial reroute due to weather was understandable. However, by the time we landed in ********** the weather had passed and we were told that wed be in the air after refueling. Pilot said itd be about 30 mins. For us to be on the plane for a total of 9 hours with no offering of water and no compensation for the experience is offensive. Additionally, when we got off the plane, Frontier airlines is not listed on the screen that shows where the bags are coming out. We waited and waited until eventually recognizing other travelers from the plane and finding our $109 bag. There were no announcements, no signage and no assistance. We spent another unne

    • Initial Complaint

      Date:08/07/2022

      Type:Product Issues
      Status:
      Unanswered
      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 set to travel on Frontier flight **** on July 28, 2022. Confirmation X917WV. Flight from *******, ** to *********, **. The flight was delayed multiple times by at least 2 hours, before I was forced to abandon my travel plans because I had lost my travel arrangements at the arrival destination, which cost me money. I put in a support ticket and was told they could not refund me the money or points, due to having completed my travel. However, I was not on the flight, unless, checking in online legally means I went on the plane AND arrived at the other destination. I am requesting that Frontier fully refund the money and points spent on this ticket, as I never traveled due to their delays.

    • Initial Complaint

      Date:08/07/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 2nd I had a trip from ********** to ******* with a layover in *****. My first flight from ********** to ***** was delayed. I asked Frontier in ********** what would happen if I missed my flight due to their delay and was told I would receive accommodations and a new flight. Upon arriving in ***** however the Frontier employee at the desk refused to offer either accommodations or anther flight. He was rude to us as well as other customers. His name was ***************************. I actually have a video of him blaming us for booking legs of flights too close together (they were 2 1/2 hours apart and Frontier put the legs together not me.). He also confirmed I was wasting my time asking him to resolve anything. So I was stranded in ***** and had to rent a car and drive home.I contacted Frontier to let them know about this. At first they said they wanted to help and asked for a copy of my rental car receipt. Once I sent them the receipt though they just responded that their records show I was on the flight so no refunds will be given. The receipt proves that I rented a car that night from ***** and dropped it off the next day in ******* so I do not know how they can maintain that I was on the plane. I also do have the video that I recorded due to how we were being treated that I will be happy to send over if requested but I will not upload here. My only request is to be refunded the money for the flight and baggage fees for the part of the trip I did not take since they did not replace it and I had to rent a car and drive home instead of flying. Attached here are a copy of the ridiculous email conversation with Frontier as well as the rental car receipt.

    • Initial Complaint

      Date:08/06/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 1st around 7am I purchased an airline ticket (Ref Code LCH9MW) as soon as I booked it I noticed it was an error. I immediately called Frontier and asked for a refund I was told that I could get a full credit but no refund. I then asked to speak to a supervisor because I wanted a refund since I called the airlines within 5 minutes of booking the ticket. I was told a supervisor would call me in about 2 hours. I found a Frontier counter at the airport and spoke with a supervisor and she informed me that she could not assist me but she walked me thru canceling the ticket. When I cancel I was charged $145 cancellation fee and credited with $154.58. The next day after I talked with a supervisor I was told since I accidently book the ticket on the date of the flight that Frontier could not do anything for me. I am requesting a full refund of $299.58 since I immediately notified Frontier of the error and did not fly with the airlines.

    • Initial Complaint

      Date:08/06/2022

      Type:Order Issues
      Status:
      Unanswered
      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 was canceled due to a discrepancy on Frontiers end, Pilot not having enough flight hours which has nothing to do with us passengers. Which in turn left us stranded and having to find other means of travel out of pocket. We were not offered hotel compensation even though you had no flights at the time leaving until Sunday 8/7/2002, and our flight was 8/4/2002. Even with the flight reimbursement ($756) for booking another airline I am still out of other expenses that I would not have been if your airline completed the service I paid for, and not voided CONTRACT of CARRIAGE. I lost money for the ticket I paid for through frontier ($214.96) plus additional fees for food, uber and lose of pay from work as well. Bad 1st *************************** of FRONTIER AIRLINE, for a new customer. I definitely want to be compensated for my extra out of pockets expenses due to you void of Contract of Carriage. I want reimbursement for ticket for flight not being completed ($214.96) plus my reimbursement for having to find another flight ($756) which you offered in letter due to your void of contract of carriage and flight being canceled due to error of pilot time out on behalf of Frontier Airline.

    Frontier Airlines, Inc. is NOT a BBB Accredited Business.

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