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.

  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

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

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:08/06/2022

  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 booked a Frontier Airline flight (Flight ****, ******* to *******, June 3, 8:39 pm). I got to the gate early. But at the gate, I was denied boarding and was told that the flight was overbooked. I was denied any compensation at the airport and no documentation was provided for me. In my negotiation with Frontier airline customer service team via email, they told me that their record shows that I was tagged late and the flight was not overbooked. Their record was incorrect as I was early at the gate and waited in line with other passengers. I requested again for investigation but they closed the case.

• Initial Complaint

  Date:08/05/2022

  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 canceled our flight back home to ****** a few months ago. They charged me for baggage fairs that I never used. I filed a refund with them a couple of times yet never heard anything back to advance the process. My girlfriend had very similar troubles with our flight payments being refunded. The only time they did anything is once the BBB got involved. I am hoping for a similar outcome.

• Initial Complaint

  Date:08/05/2022

  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.

  This happened Aug. 4th 2022 on flight number **** from *** to *** at 9am I was boarding my connecting flight and was stopped and told that i had to pay for my personal item.When I was in ******* on my first flight they had made sure to check it and said it was fine as a personal item. They did not measure it or weigh it in ******* and just by sight they said I had to pay for it or they would not let me on my flight. They charged me $89 for my personal item. Based on their policy this is not what they advertise. They threatened me with not allowing me and my kids on our flight if we did not pay this price to the point where she threatened to close the door to boarding. I tried to call customer service and they would not provide me any assistance and told me to file a complaint They even said if I did file a complaint it does not guarantee my refund and good luck.

• Initial Complaint

  Date:08/05/2022

  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.

  Timeline of events with Frontier Airlines 1. I bought Airline tickets to fly with my son on 07/21/22. However, we contracted C-19 and needed to change the flight date in order to ensure our safety and others around us. 2. On 07/17/22, I spoke with Frontier Airlines over the telephone and they indicated we could submit a positive C19 test and they would waive any fees associated with flight change. At this time, I purchased the new tickets to secure my seats with the verbal promise I would get a refund for the fees once we submit a positive test. We tested positive on 07/17/22 and submitted the positive test result to Frontier on 07/18/22. 3. We received a response from Frontier Airlines on 07/19/2022 indicating they need a positive test within 4 days prior to travel. My positive test was 5 days prior to my original flight. The representative on the phone NEVER mentioned any stipulation on test timing. 4. I responded indicating that was not the information I was provided over the phone. Asking me to re-do my COVID test is a risk to my family and others by going into public knowingly positive. I asked if I could speak to a manager via e-mail.5. I then get a response from Frontier indicating they now need a doctors note, which was NEVER mentioned to me by anyone over the phone or by e-mail. 6.I replied and again indicated a doctors note was never mentioned as being needed and that I'd like to escalate to management for a resolution. 7.I then get another response pointing me to their Emergency Events policy. No policy was provided, I had to ****** the policy myself. I found the policy on their website and it mentions NOTHING about any of the policies theyre mentioning in our exchanges. 8.I replied again requesting to speak to management as I keep getting different information. They replied with yet a different resolution indicating the best they can do is a credit that must be used within 90 days. More details/evidence in attached document.

• Initial Complaint

  Date:08/05/2022

  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 Frontiere.Frontiere canceled my flight I got an email. They will not confirm that they canceled my flight. (tried to call)Frontirer does not have a customer service rep I can speak with. ****************** has hung up on me twice I have bee trying to call them for 16 hours. I need a refund of my flight. ***** (Customer last *********** (flight confirmation)

• Initial Complaint

  Date:08/05/2022

  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.

  Frontier texted me relentlessly the morning of my flight and told me that there were security delays and that I should arrive at the airport as soon as I was able to. They also texted that if I missed my flight due to security delays, it would be my fault and they would not offer any assistance. When I arrived at the airport, the Frontier bag check WASN'T EVEN OPEN even though they harassed me all morning about it. Then my flight time was changed multiple times as well as the gate. It was ridiculous.I contacted Frontier about my experience and they offered me a $50 voucher that expires in October. I have no plans to fly on Frontier ever again, but also am not going anywhere before October. I requested that they credit my food and beverages purchased in flight instead (especially because my flight was delayed so many times I was unable to eat dinner during my layover because I had to run from gate to gate to catch the flight). They refused.

• Initial Complaint

  Date:08/05/2022

  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.

  6 members of my family including myself flew from ******* to *************** on 7/19/22. I paid for each of ** to have assigned seats together and by windows. Frontiers flight attendants had us move to accommodate other familys. My family was split up and did not get window seats. My two minor children didnt even sit with us. We were told by the flight attendant that we can get ahold of frontier and be refunded for the price of the assigned seats. I called frontier, they would not help me over the phone. I was told to go online to fill out a form. I went online and had to fill out a form for each ticket. Frontier declined my refund. They said that they do not refund for such situations. I am now out $144. Had I known that I wouldnt have been reimbursed, I would not have gave my seats up but the flight attendant assured me we could get a refund.

• Initial Complaint

  Date:08/04/2022

  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 August second I purchased an air line ticket though flyfrontier.com Upon receiving my confirmation email the date were not what I selected nor what I accepted during check out. No worries the website says I have ********************************************************************************************************** hold.5 hours later I was unable to reach anyone. So I called again in the morning and again no answer. This happened the 2nd, 3rd, 4th, and finally on the fifth I was able to reach someone by selecting that I wanted to buy a new ticket. I was informed that I was unable to change my flight because it was passed 24 hours. And no refund could be applied because again it was after 24 hours

• Initial Complaint

  Date:08/04/2022

  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.

  The airline changed my flight times and then refused to provide a refund for the tickets that I can no longer use. They said they provided a travel credit but I did not receive that either. I had to cancel the flight and I want a refund since the cancellation was due to the airline changing the flight times.

• Initial Complaint

  Date:08/04/2022

  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 was trying to use my Frontier credit to purchase a flight on March 23, 2022. The expiration date for using that credit was March 24, 2022. I was unsuccessful in booking the flight with the credit. I called a Frontier representative on March 23, 2022. They told me my credit expired on March 22, 2022 and I would not be able to use it. I have been in correspondence via email and have been told the same. I want to use the credit that was not expired when I was trying to book the flight.