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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

    • 6,417 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:08/01/2022

      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 booked round trip flights on April 20 2022 from ******* ** to ****** ** for 5 relatives through Priceline on Frontier Airlines. I chose and paid for seats and baggage and put the payment on Affirm. The itinerary was changed twice which deleted the seat selection and baggage selection I had made. I received en email 3 days ago asking me to make and repay for seat selection and baggage selection. I chatted online with Frontier and was told to call customer service. I did today and after 45 minutes on the phone was told to fill out an online form. Not wanting to risk not getting seats needed since this family has special needs and have to sit together, I went in and selected seats and baggage and was charged again by Frontier. I now am paying for the original selections made in April and selections made today, August 1. I am paying the second charge on Uplift for $1417.26 while paying Affirm $1369.00. I filled out the form, submitted it to Frontier. Their response was,Image You requested assistance from our on-line support form. Below is a summary of your request and our response.Topic: Frontier Airlines Double charging for seat selection and baggage Reference #: 220801-001128 Discussion Thread Response By Email (*****) (08/01/2022 04:21 PM)Hello ****, Thank you for reaching out to Frontier Airlines. I am sorry for the inconvenience this is causing you, but I am not able to issue a refund because the charges we see is for the flight, bag and the seats. There is no additional charges on your reservation. Thank you for choosing Frontier Airlines. Regards,******************* Relations Specialist ********************** ************************************************P.S. We want your feedback! Please fill out our survey and you will be entered to win 2 FREE round-trip tickets on Frontier Airlines up to a value of $400. Click the link to take the survey:https://www.surveymonkey.com/r/CS7LMSH Please help me. **********

    • Initial Complaint

      Date:08/01/2022

      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 has a process for emergency events.I submitted documentation on my grandmothers death in order to get a credit for my flight and my miles back which I used to book flight.I have been going in circles with Frontier because they are saying they gave me back my miles in June when I didnt cancel or submit an emergency event until JULY!Events:June 1st I booked a trip ******* miles June 2nd I canceled and because it was less than 24hrs my miles came back June 4th booked another trip used ****** miles July 19th submitted emergency event due to my grandmother Passing 7/10 our trip was scheduled 7/15 They agreed to credit back when I submitted her death certificate and now Im fighting for my miles ******* points on 7/17 and 7/22 were from travels to the funeral

    • Initial Complaint

      Date:08/01/2022

      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.
      On 05/27/2022 I purchased a 5-person roundtrip itinerary from Frontier Airlines for my family to fly from ****** to ********* on 07/07/2022 and return on 07/13/2022.On 07/03/2022 - 07/05/2022 we were in close contact with relatives who became ill and on 07/06/2022 confirmed they tested positive for COVID. I called Frontier to cancel our trip and requested a full refund or credit due to the situation. I was told my itinerary had been canceled and that I would be eligible for a credit minus cancellation fees. I requested special consideration that the cancellation fees not be applied in light of the culprit being COVID exposure. I was told by Ms. ******************* Manager of Reservations that if one ore more of the passengers in our itinerary became ill and tested positive that Frontier would issue a full credit and remove the cancellation fees. I asked if there was a statute of limitations on when we would be eligible for this consideration and whether there was a maximum allowable amount of time that could pass before one or more of us tested positive and us still be eligible for the full credit. ************ assured me there was no limit and that as long as it was within reason they would issue a full credit.My wife and son came down with COVID and I submitted my son's positive COVID test result to Frontier only for them to deny my request for a full credit / refund.Today, I asked for the credit for my canceled flight, even if they would not honor the cancellation fee refund, and as of today, I am now being told I am ineligible for any credit, whatsoever, because I did not cancel my flight, but instead no-showed.I have disputed the charges with my credit card company and they preliminarily have agreed to refund my purchase. I am not confident their decision will stand, in that it will be subject to their investigation and will ultimately come down to a he-said vs. she-said. My interactions were primarily verbal with insufficient documentation.

    • Initial Complaint

      Date:08/01/2022

      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.
      On 2/1/22 I found an inexpensive ticket price from *** to *********, so I planned a trip around that cheap flight. I bought 2 tickets ************ husband) from ******** (Confirm: #KCQXC46H) to fly Frontier Airlines on 2/24/22 from *** to *** (Flight #****) and then *** to *** (Flight #****), Frontier Confirm #DEC8MN. When we arrived at ***, we found that Frontier wasn't flying that day and they had no alternate plans for flying later that day or for putting us on another airline. They said they would refund our money ($113.17 per ticket = $226.34). They told me to call their customer service, which I did and was told that the maximum they pay is $200 per ticket. I continued to call back and finally spoke to a supervisor who told me that if I purchased tickets from a different airline, that I could submit them to Frontier and they would pay our OUT-OF-POCKET EXPENSES that we incurred as a result of this cancellled flight.While at the airport, I bought new tickets from American Airlines, which cost $1,177.20 for the two of us. I would not have purchased these same-day tickets due to the expense and would have canceled the trip if I had known I would not be reimbursed for them, but since I was told that I would be reimbursed, I bought them for the same date 2/24/22.I contacted Frontier on 3/1/22 and asked for the reimbursement of $1,177.20, submitting the info. After many emails, I was told, "reimbursement has been approved for your alternate airline arrangements, $400 minus the $225.76 already refunded..." I continued to explain the situation, but they just said that $400 was their maximum refund. Of that $400, only $173.66 of it went toward our out-of-pocket expenses, as the rest of the $226.34 was what we paid. Please help us recover $1,003.54 that they said they would reimburse for our out-of-pocket expenses.

    • Initial Complaint

      Date:08/01/2022

      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 writing Frontier hoping to find a solution through this complaint. I have tried all avenues before filing this complaint but have not got any help in finding a resolution. I purchased 2 tickets with the Frontier Airlines as part of a honeymoon package through Expedia. The ticket details are below. Due to an unfortunate event, we had to cancel our honeymoon. My father-in-law was diagnosed with terminal pancreatic cancer, and we are traveling to ******* to be with the family. I reached out to Expedia first, they were kind enough to cancel the hotel portion and provide a full refund. But they were not able to refund the airline portion as it is controlled by Frontier.Post that I have reached out to Frontier multiple times, provided documents to prove our travel to *******, documents from the doctor but have gotten nowhere. Absolutely zero accountability. We requested for a travel credit for future travel but that was not honored as well. Ticket Details:Name: ************, ************************* Confirmation Code: OY2UYC

    • Initial Complaint

      Date:07/31/2022

      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.
      I had a flight from ********* to ************ with a stop in ******* on Thursday night to Friday morning. Frontier had us changing from one gate to the next on Friday evening and no one was able to help. The flight got delayed two hours first which would have made me loose my connection in *******. I tried talking to customer service but no help was found since no reps were available who could answer my questions and concerns. **************** at the airport did not provide accomodations for the hotel, taxi or food I had to spend due to the cancelled flight. The flight was canceled but they never said in any communication that it was due to a severe wether condition but a corporate decision. I only got rebooked with a flight leaving on Saturday afternoon with an 8 hr wait in *******. The front desk in Vegas told me to call their customer service phone number and they told me I had to ask for that in the airport and they are unable to handle that request. When I arrived to San **** my bag never arrived and they wouldn't provide any information regarding the location of the bag. **************** said now they can't guarantee my bag will be found. Incident: 220731-000498 Incident: 220729-000050. Confirmation Number WFB32N

    • Initial Complaint

      Date:07/31/2022

      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.
      Date: July 30th Purchased discount den than realized within 24 hrs it wasn't worth it. I called and was put on hold for longer than a reasonable time. I was working than had to call back 2 hrs after the 24hr policy to get a hold of someone. Then they refused to refund me all fees ($100) for the discount den when I initially called within the 24hrs.

    • Initial Complaint

      Date:07/31/2022

      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 July 27th, I called Frontier Elite Travel line to inquire about why my miles from Frontier Mastercard account are not reflected in my Frontier Airlines portal. The associate at Elite ***************************** to whom I was transferred after calling Frontier Airlines Master Card program line. At Frontier Airlines associate by the name of *** (ID#******** was extremely rude and dismissive during my request for assistance. I provided him with identification information as requested including my email address, My Frontier Airlines Member Number is:40014611932 (which I have had since 2011), and answered all the questions he inquired about to access my account. Throughout the call he was he was not providing clear information and said my Frontier Credit Card account and and Frontier Online accounts have to be merged. To that end he made made some changes on the backend and after that I lost access to my online profile account all together. He told me that I should wait 2 hours after the call, request a new password log in and that after that I will be able to see my updated mileage reflected in the Frontier Miles profile to reflect a total o ****** miles. ***** two hours I did as I was told. I logged into the account and the information there has been wiped, erasing my membership, Elite status, and reflected 0 miles. I called the Frontier line once again, spoke to a second associate and he assured me this will be fixed shortly to reflect correct mileage data and that he would provide me a call back on 7/28/22 when this is resolved. On that date, I did not receive a call back/resolution. To date, I have spoken to two supervisors and was told that it is a mistake they have made and that I will receive an email with a resolution to reflect corrected miles. ** of date Frontier created a new account on my behalf without my Elite status reflecting incomplete earned miles. I have recorded all of the conversations with representatives. Please help.

    • Initial Complaint

      Date:07/30/2022

      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 purchased a Frontier Airlines flight for my son ******************* to travel from ******** ****** to ********* ** on 12/18/2021 for $224.00. This was well in advance of the scheduled flight of 03/18/2022.I like to purchase flights well in advance for several reasons. Mainly, because trying to find a flight last minute can be very expensive.I received an email from Frontier Airlines 6 days prior to the flight informing me that the flight that I paid for was canceled. Leaving me with very little time to arrange for a new flight. This was very disappointing. I ended up purchasing another flight at a higher price because of the cancellation.I was given no refund. I was however given a credit for $224 with their company.This credit does me no good since they don't fly into ******* (where I live) and I don't buy airfare that often anyways.I've tried to get a refund by calling their customer service number. There was no human response.I've tried using their customer service online chat with an agent. That was no help either.I've sent them emails and a written letter. They absolutely refuse to refund me the money I spent for the flight they cancelled.They charged me for a flight.They cancelled the flight with only 6 days notice.They refuse to refund the money.

    • Initial Complaint

      Date:07/30/2022

      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 advertised $19 fare if purchased ticket by 8/1/22 and travel by October. Also states to guarantee lowest price, become a member. I looked for flights every day from 7/30/22 to October and not one option was available at $19. In addition, the membership cost $99 and Frontier will not refund the membership. I called Frontier and representative was not able to locate a flight for $19 to *********. Also stated Den membership is non-refundable.

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

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