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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  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, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

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:08/03/2022

  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.

  On 1/18/22 I cancelled my flight with Frontier and received a credit voucher for $185 (the original booking was $275 but they subtracted $90 for fees that were only informed to me after the $90 was taken) to be used by 3/18. I attempted to use the credit voucher before this expiration date, however, Frontiers website did not accept it. I called in to report this website issue and was told that this is common and if I sent an email request in they would be able to assist me. I sent an email request right away and was later responded to that the code was expired- even though it wasnt. They proceeded to say there is nothing they can do to assist me. After responding to provide clarification that the credit is still active, Frontier refused to respond. I alerted the *** of this malpractice, and even after they contacted Frontier the new responder did not look into the inquiry and only copied and pasted what the original email had said. I was prevented from using a credit voucher owed to me, and Frontier did not take any steps to resolve the issue. My $185 (after $90 in fees) are essentially being stolen from me by Frontier as they refuse to respond to the issue of their website malfunction.My account number with them is: ***********, and my flight code is: A9WU5J

• 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 booked a round trip to ******* from ************ 6/2/22-6/6/22 i was not able to go due to illness I called several times in an attempt to get my refund and I have not gotten a resolution. I recently booked a trip from ************ to ******* again to board a cruise. unfortunately my spouse is not a ** Citizens so hes not able to go because he does not have a valid passport that has been open for six months and I want to change the flight and they are still trying to charge me to change fee which is going to make the flight $1000 more than what Ive already paid which is $615.44

• 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 had a flight from *** to *** via LAS on 7/11. My flight arrived into LAS a bit early so we had to wait for ground/ramp crew. I only had 1 layover in LAS in terminal A to terminal A in the pass so was unfamiliar with other gates. I arrived and my terminal was D. I immediately took the tram and found my gate. The gate had the information of destination, boarding and current status. I sat directly across from the gate to wait for boarding. The information on the screen never changed and we should have started boarding. I looked up less than 5 mins after confirming the information and the once full terminal was empty. As first I assumed small flight and they already called zones. I went to the agent and she advised gate changed to terminal E. I ran and had to wait for two trams as I was not the only one waiting. I arrived at the other side of the airport and missed the flight. I was not offer a voucher of any type, found an empty terminal and waited out the 12 + hours. When I went to the gate the next morning it looked like a battlefield of bodies everywhere. I have picture proof if requested. It was obvious at least a quarter of this missed the flight. I fly frontier often, already have two additional flights from *** to *** scheduled.

• 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.

  My husband and I purchased four adult and one infant round trip tickets leaving ********, ** to *******, ** for the following dates: departure February 18, 2022 and return February 21, 2022. Confirmation code GHYMKE.Upon arriving back into ******** Frontier Airlines broke my daughter's combination stroller/car seat in several places, which was picked up ramp side. Since the car seat was broken we were not able to transfer infant in it. This was the only stroller my daughter had.********* was filed in April 14, 2022 because of continuous calls and emails without resolution. In addition, one of the Frontier Airlines agents asked for my daughter's social security number. (Per a May 16, 2022 conversation) As a result, a ********* compensation claim was filed in her name, which is a criminal act.The combination stroller/car seat was purchased online in November 2018. We have the original online receipt, which Frontier won't honor for a refund.As the result of the combination stroller/car seat damage we respectfully are asking for a full refund of all four airline tickets to cover the purchase of a new stroller.Sincerely yours, *****************************

• 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 had a flight reservation for my entire family to take a direct flight from *******, ** to *******, ** on August 3, 2022 at 10:23 am. The frontier app and website had given me error messages in each of my multiple attempts to check-in in advance. We went to the gate, arriving well in advance to get our tickets. There were many passengers in line because of the company's technology failures. After waiting for 15 minutes, we got to the front of the line. The agent radioed the gate and was told that the flight "had no room" and the agent then lied then told us that we weren't able to check in because the time had passed and we hadn't responded to her last call for *******. No one waiting had heard the call and we were all there long before the time it would have been made.It is very clear that we were being lied to by the airlines. They had oversold the flight and had no additional flights that would get us into ******* near the time of the original flight. To avoid having to pay us compensation, they lied. Not sure whether this is a company policy or whether the gate agents were covering for their own failure.The agent who helped us was extremely rude. She yelled at us when we stated that no one had heard her call for a ******* passengers despite waiting patiently in the long line caused by the airlines technology failures. She made both of our children cry. She covered her name tag when we asked her name, but I was able to see it before she did. Her name was Minlyl ****. What was supposed to be a 2 hour direct flight turned into a ******************************************* ***** and we ultimately incurred additional food and rental car costs to get to our destination. I missed hours of a work conference I was traveling to attend and my kids were not able to spend the afternoon at ****** with their father as planned.I understand that things happen when traveling, but the extreme rudeness and blatant lies we were being fed are wholly unacceptable.

• Initial Complaint

  Date:08/03/2022

  Type:Order 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 need to speak with someone urgently. Your company is requested to provide documents for my sister in the hospital. She is in a coma due to pregnancy complications and due to hippa laws the hospital wont release information to me. I need to change my flight since shes in the hospital and I cant fly up until after the baby is born. I dont know when that will be bc I dont know what the baby will arrive the fact there is no exceptions in instances like this is incredibly sad. I will never fly frontier again!! I provided a conversation with her prior to her coma but that wasnt enough I guessn.

• Initial Complaint

  Date:08/02/2022

  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 flew from *******, ** to ******** on the 28th of July 2022. Once I arrived, I had a long drive to get to my destination. The next day I had an art show to sell my products, so I had not unpacked my bags. Upon the end of the show on 30 July 2022, I unpacked my checked bag and noticed that two items were missing. The items were a ******* Kors purse and a small hair straightener. I filed a claim with frontier and was informed that I didn't file in the allotted 24 hour period so the could not help me. I would like for the airline to reimburse me for these items that were taken.

• Initial Complaint

  Date:08/02/2022

  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 traveled to ***********, ******* on March 30th to April 3rd, 2022. I purchased my ticket through Frontier Airlines in the amount of $386.99. On April 3rd, Frontier Airlines canceled my flight, leaving me stranded in ***********, *******. The airlin indicated that they wouldn't have any flights available for the entire week leaving out of *******. Afraid that I'd not have a way home, I had to purchase a new airline ticket through Delta Airlines in the amount of $564.76. Frontier sent me another email on that day, offering 4 options of accommodations due to the cancelation of my flight. The options were as follows: Option 1- up to $300 for travel on another airline per traveler, Option 2-Full credit for your ticket plus a $100 frontier voucher per passenger, Option 3-Up to $300 for an alternative route of transportation like rental cars or trains and Option 4- Refund of the ticket purchased. Each option had a deadline to submit request along with receipts of airline purchase. In addition due to the cancellation, passengers were given a $50 voucher for the inconvenience. I responded to the email selecting option 4 which offered my refund. A claims agent responded to my email, asking that I submit both the original Frontier receipt of purchase along with the new airline's receipt of purchase. I did exactly as requested. On April 11th, 2022, I received I then received an approval of refund for the purchase of the Delta airline ticket due to travel disruption and I needed to submit my name, address and who the check should be made payable to. I was told I'd receive a check in the mail and to allow a 4-6 week processing time frame. It is now August 2nd, 2022. I have not received my refund. I have called and emailed numerous times and nothing has been resolved. I also tried to use my voucher before it expired and that has not worked. It has been stressful trying to get Frontier to refund me. I am seeking help in regards to this matter.

• Initial Complaint

  Date:08/02/2022

  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 arrived at ***** Airport to take a flight #** on Frontier Airlines June 17, 2022 departing ******* ******** at 9:59am heading to ********** *********. The Frontier Representative, at the gate, reported a flight delay due to the navigation system was not working properly. Within 1.5 hours we were informed the navigation system had been installed and we were allowed to board the flight. Approximately 30 minutes later the passengers were told the navigation system would need to be removed, configured and reloaded onto the plane. We were asked to exit the plane. The navigation system was finally installed and the flight departed at approximately 2:30pm June 17, 2022. During the delay, no essential needs (food water etc) were provided. Frontier airlines states on its website, flights delayed for 3 or more hours, are reimbursable. I have emailed customer service who states I am ineligible for a refund. The representative did not provide details as to why the request for a refund would not be honored even though the website clearly states this was within Frontier Airlines control. I am seeking a refund for 1/2 my flight for that date June 17, 2022. Please advise. Thank you.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 committed verbally to provide hotel reimbursement at a rate of $300.00 per person in my party, up to $1,800 for our party of six, because our flight on June 26th from ******* to our home airport in ************ had been cancelled and they could not accommodate us on another flight for more than 24 hours later. There were no cars available to drive a party of 6. The person I spoke to even confirmed with someone from frontier that the $1,800 Was correct. I submitted my documents to frontier as I had been told to do and was promptly denied with out reasoning or the ability to escalate the matter. I have incurred a financial burden because of Frontiers mistake in either telling me bad information upfront or because of they lack of diligence( or ability ) to read my claim. Many members of the frontier customer service team were not even able to understand my request in English when I called to inquire further. I have submitted to Frontier a call record to show the exactly number, date, time that I spoke their representative. They have told me that all of their calls are recorded so they have the evidence of this conversation happening. If needed I can always supply more evidence of the disgusting level of dismissal and avoidance Ive received from their company as I have attempted to have this matter resolved.

  Customer Answer

  Date: 08/04/2022

  Hello,
  
  The business which I have filed complaint #******** against has finally settled the issue in a separate format. I would like to consider this complaint closed. Please let me know how I can go about doing this.
  
  Thank you,
  *************************