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:08/04/2022

  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.

  My grandkids and I had a flight booked with frontier from *** to *** conf#G9QJRP that was cancelled after being delayed several times. I am disabled so I have already spent $50 plus dollars in airport due to me being disable. Frontier puts us in a hotel and gave us additional options on travel. I had my son book the kids and I a flight back to ****** through frontier however we would not get back to ****** until Friday when originally I was suppose to get back on Wednesday. My daughter was able to find me a flight on American Airlines getting the kids and myself back to ****** on Thursday which is perfect timing. I didnt want to have to miss my family member funeral. I reached out to frontier customer service who placed me on hold for over an hour placing me hold the mass majority of the time. I request the flight be cancelled and a refund be issued not only for the flight but for the bags I paid for that never mad the flight. The rep advised that if they cancel the flight they will charge me a cancellation fee. I asked to speak with a supervisor who then came to the line and disconnect the call after placing me on hold. This is unethical, how are you going penalize the consumer for a error on your behalf. After the supervisor line mysteriously disconnected I reached back out to frontier to cancel. The wait time was extremely high this time but I didnt bother to put up a fights We were given food vouchers that no one accepted but Popeyes every other food establishment said they didnt take voucher. This has been such a disaster. I would like a complete refund with no penalties.

• 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.

  Misleading customer services and website lead to unintentionally cancellation.The company refuse to refund the airfare or reverse the cancellation.

• 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 am having issues using a credit that was given to me earlier this year. When I spoke on the phone to discuss my flight changes back in February I was told that I would be receiving a $50 credit per passenger since we had to change airports because there was no flights available for the day that we had chosen. I never received a confirmation email, I was told the information over the phone. When I went to use the code, I was told it was expired. When speaking with ******, I was told the vouchers are good for 365 and credit was good for 90 days and that I was being given a voucher as opposed to frontier credit. When I spoke on the phone with the booking department, they said the voucher was sent March 8th, but I received nothing from frontier, I did check spam as well. When I spoke with ****** on the phone, I was told that vouchers are good for 365 days while frontier credit is only 90 days. I specifically asked about expiration. Following up, I never received a printed or digital email with a specified expiration date, only confirmation over the phone. I attached my email following the dates after speaking on the phone in first image. Im frustrated with lack of communication and misinformation given to me in phone conversations. Id like to book a flight today using a credit that we can come to an agreement and then continue using Frontier going forward with standard payment method. After doing some reading, I believe your employee was misinformed about what constitutes as 365 credit based on this article on your page. I dont think Im being unreasonable asking Frontier to rectify this situation due to miscommunication. I understand that voucher given can not be extended. I am asking for a credit due to miscommunication. I was explicitly told that I was receiving credit and not a voucher multiple times on the phone.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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.

  Travel booked for Frontier airlines 2/8/22 Frontier canceled 2/7/22 I followed instructions on their website how to file an incident report for a refund of the new flights I had to book and was also supposed to get travel vouchers for a future flight since they canceled I submitted everything received an email March 8 saying my refund for $457.20for my new flights on Delta was approved they asked for my name address phone number and email which I provided that same day two months later in May I received an email stating they needed a good copy of the ticket receipts from Delta which I have submitted three times I have contacted them via email **************** messenger I have called numerous numerous times only to be placed on hold for 30 to 40 to 60 minutes to have the agent tell me theyre going to check it out and never returnNot only did I pay for my frontier flight I had to also travel to an airport two hours away and purchase same day tickets that were more than double the original frontier ticket. I want my $457.20 reimbursement I should also receive t$100 each travel vouchers for my Husband and myself that were both on that reservationas per their email

• Initial Complaint

  Date:08/03/2022

  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.

  *** contacted customer service and ive hung up on because i ask to speak to a manager.

• Initial Complaint

  Date:08/03/2022

  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 missed a connecting flight from ******* ** to *********, **, from *******, ** on 21 July 2022. When I spoke to the Frontier Airlines **************** folks, I was told I could receive a full refund of $277 dollars or be provided a hotel room over night and a meal voucher, to take another flight the next day. I opted to receive the refund, and drove a rental car 4 1/2 hours home to **********. The airline only refunded me $67 dollars. They avoided the hotel charge and the meal voucher and stiffed me on the refund...all while smiling at me as I cancelled the next day's flight and drove 4 1/2 hours home. This is ridiculous! Please help get me my full refund! Thank you!

• Initial Complaint

  Date:08/03/2022

  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.

  In June I cancelled a flight because I was sick, tested positive for Covid. A phone call with a customer service rep from ********************** led me to believe I would get a refund to my card after filling out a form and providing proof of Covid from a valid testing location (home test not valid). So I cancel the flight, pay for this valid test, submit the request. I also book my new flight home because I was expecting to receive a refund to balance that out. Then I get an email informing me I was given a credit ($148.98) to Frontier to be used by 9/21/22. I email back that I already booked my new flight, and anyway I was expecting a refund to my card. Then I'm informed my request doesn't fall under Frontier's parameters for a refund. Then my new flight gets canceled (I'm refunded for this one at least) and I quickly have to book a new one to get home by Monday because I have to work, ended up purchasing from a different airline due to lack of options so I couldn't use the credit from the flight I cancelled due to illness. And I have no upcoming travel plans so can't use the credit by the deadline either! I file a complaint with Frontier and end up communicating via email with a customer service rep who tells me my refund request was approved and to allow up to 7 business days for them to process. I wait 7 bus. days, reach out for an update - no response. Reach out again few days later - no reply. File another complaint - next rep tells me my request was approved, funds left their end, contact the bank. Bank says they never rec'd the funds. I reach back out to this newest rep with this info from the bank. Rep *** says refund request wasn't approved, I was given a credit instead. How is it ethical to be told by one person I can get a refund by following certain steps, then next person says my request doesn't qualify for a refund, then person after says my request was approved, person after him says it's approved but then says never mind. I'm owed $148.98 by Frontier.

• Initial Complaint

  Date:08/03/2022

  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 round trip from ***** to **********. They lost my bag on the outbound flight. They bag never arrived in **********. The airline representative told me to purchase what I needed and open a claim. I opened a claim and submitted my receipts. They then lost my other bag on the inbound flight to *****. This happened 3 months ago. I was informed today that they wont be compensating me. I spent hours on the phone with them and got no resolution.

• Initial Complaint

  Date:08/03/2022

  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 have a travel credit from Frontier that expired on 08/02/22 according to an agent I spoke with. She mentioned that there is a 2 day grace ****** on credits, but my credit cannot be used. My credit number is SCQC4T. My total ticket cost was $728, a cancellation fee of $144.00 was deducted and my travel credit was $584.00. Since I am within the 2 day grace ****** I should be able to use my travel credit. Why have a grace ****** if it will not be honored? I will like my credit reinstated so that I can make travel plans and book my flights.

• Initial Complaint

  Date:08/03/2022

  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.

  On 6/13/22, I booked 4 tickets with Frontier from *** to *** under confirmation JCB62T totaling $547.92 for a 9/2 flight. Since booking, Ive had several health issues arise involving visits to the ** that have now resulted in required surgery that is scheduled 7 days before my flight. Due to the surgery and recovery period, we will be postponing our trip until further notice. I tried to cancel my tickets with Frontier and they charged $490 in cancellation fees and gave me $60 in a credit that I have to use within 30 days or I lose it. I filed medical documentation in an effort to get a refund as medical problems are outside of my control. They told me I could file additional documentation from my doctor stating when I can travel after surgery. If its within 90 days, I can book another flight in that window. If Im not able to travel within that window, only then would they refund JUST MY TICKET. Heres the thing, this is a group trip. Assisting with 1 ticket is not acceptable and while I will be able to travel by Oct, our party has jobs and cant all reschedule within 90 days. Ive flown Frontier several times over the years but this lack of empathy and customer service is appalling. Also having a policy that takes the entire value of your tickets is a scam. I will never fly with this company again and will tell everyone I can to avoid their Nickel and dime prices, scam policies, and hard af seats. Do better.