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.

  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/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

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:07/30/2022

  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 7/7, I paid for a carryon bag for my flight ($62). I had to cancel due to covid. Frontier let me know I would be able to get a refund for the carryon and a credit for the flight. I called, reached out on social media and submitted a refund request. It took a week for an response. I submitted an at home test & they told me it had to be one that is from a doctors office, since I tested positive my doctor & the hospital in my area let me know that I could only come in if I was having trouble breathing. I submitted all the documentation and haven't got a refund. I need a refund for the carry on and I did not want a credit for the flight. Incident: 220709-000928

• Initial Complaint

  Date:07/30/2022

  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 purchased an airline ticket to travel from ******, ** to *********, ** on May 23, 2022. About 20 minutes out from the airport, I received a text or email informing me that my flight had been cancelled but if I chose to book on another airline and travel within 72 hours, Frontier would reimburse me up to $300. Since we were almost to the airport and my ride lives more than an hour away, I decided to go ahead and have my dad drop me off at the airport and I would see what I could find to still get out on the same day. I found a ticket on SouthWest for just over $300 that was leaving several hours later than the originally scheduled one and booked it. While I waited for that flight, I submitted all of the paperwork that Frontier said they needed and did not keep the paper I had been given at the counter. Later that week, I was informed that I my "refund" could not be processed and that additional information in specific format was needed. I am not very tech savvy and have tried to submit everything that I've been asked to many times and in many formats, even begging for help figuring out how else to get the information to Frontier. I have spent probably 15 hours on this problem and, if I get any reply at all, am told that there are procedures and protocols that must be followed. $300 is a lot of money for me and I would not have spent that on a one way ticket except I was promised to be reimbursed and now I am getting the run around and am beyond frustrated. I do not know what else to do or where else to turn and am hoping you can help with this.

• Initial Complaint

  Date:07/30/2022

  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 travel on frontier Airlines on Monday July 25 from *************************** with my mom going to ***********, *******. We check our luggage in with the airline company. When we reach our destinations in ******* we could not locate our luggage. We went to the customer service desk and was told my luggage did not get put on the plain, but my mom luggage was on the plain. We call customer service and was told they could not locate my luggage while we are on vacations. I return back to *************** **. on Friday July 29, 2022 and still have not been able to get this matter resolved. Many employees from Frontier Airlines keep giving me no assistance as to when I am going to get my luggage. I had to spend money to buy clothes while on vacations which was not my fault. My suitcase contained a very important apple lab top I used for college at ******************** with all my notes, assignments and now I don't know what to do.

• Initial Complaint

  Date:07/29/2022

  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 friend and I flew on Frontier Airlines to St. ********************* ********, ** on June 18, 2022. When we arrived at St ******, our luggage did not arrive. We asked the baggage department for help. Several times a person went to get a representative from Frontier and never returned. Two and a half hours later a teenager showed up to take our missing baggage report. Since Frontier only flys into St ****** on Saturdays, we would not have our bags for the duration of our trip. The girl said we could buy what we needed and save the receipts. Our instructions were to send the bags back to our home addresses once they were found. I followed up with the airline on June 22nd and was told our bags were in ******* and were to be sent to St ******. I told them no that they should be sent to our homes since were were returning home the next Saturday. I followed up with the airline on June 25th and again was told our bags were in ******* and would be sent to St ******. I told them that was ridiculous because we were already home. The lady said she would personally tag them to go to ********************** in ********. I followed up on June 27th. I was told our bags were in ********. The lady gave me the phone number for the baggage department at **********************. I called them 6/27, 6/28, 6/29 and 6/30 and no ever answered. My friend ******************* that traveled with me had the day off and went to **********************. She had someone open the baggage room and searched for our bags. She found them and brought them home. When I submitted my receipts for the $158 of clothing I bought on the trip, I was told that only one of my receipts for $20 was in the correct format and that was all they were going to reimburse me. We were never told of a particular format that the receipts needed to be in. Frontier ruined our vacation. They should at least reimburse me for the full amount I spent on clothing.

• Initial Complaint

  Date:07/29/2022

  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 5/28/22 I was informed that a flight I had previously booked would be delayed. Because I needed to get from ** to ** as quickly as possible, I attempted to buy 4 airline tickets from Fronteir through the Expedia website. The tickets were marked at $740 for all of them, which is high as most tickets from NY to ******* are around $150 but because of the situation I was willing to pay $185 per ticket. However, after I entered my credit card information the ticket prices changed to $3231.84. I immediately backed out of the site but my credit card was already charged. Within 3 minutes I was on the phone with Fronteir and explained the error on the site. I spoke with several representatives who refused to issue a full refund, even though I explained that the site changed the prices. I find this practice to be a very deceiving and unfair to the consumer. Finally I spoke with a manager who agreed to refund around $1600 and give me the rest as a credit. Because I was looking for a full refund I asked if another manager can review and I was transfer again. The manager refused to give a full or partial refund, refused to transfer me back to the manager who had offered the credit, and instead referred me to Expedia and the Fronteir website to put the complaint in writing. I filed the complained w/Fronteir on 5/28 around 9pm, within 2 hours of the purchase, and I have yet to receive a refund, credit, or even a response. I did not use the Fronteir tickets, I ended up using my original tickets because these were supposed to be either refunded or credited but neither have happened. I've called several times. I also emailed them again and I got a response on 7/06 that my situation was referred to the ******************************* and to allow an additional 5 business days. It has been 16 days since then and a total of 60 days since the original request/complaint. I'm desperately looking for a resolution to my case; it's money I cannot afford. Please help.

• Initial Complaint

  Date:07/29/2022

  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 April 29,2022, I made reservation with Frontier Airlines via Priceline.com for 3 adults round trip tickets. Travel date is 6/7/2022 from ******* to ****** and return on 6/15/2022 from ****** to *******. I paid $457.88 for the 3 round trip tickets ($353.88 round ******** fare plus $104 round trip seat fare). In the evening of 6/14/2022, I logged on the Frontier Airlines to check in for my return flight next day. I couldn't see my reservation infomation. I called Frontier Airlines, they told me my reservation was cancelled by Priceline. I called Priceline, they weren't able to tell me why my reservation got cancelled. Their flight specialist suggested me to purchase the tickets again and submit all documents to them for reimbursement. They'll open an investigation. I spent additional $498.94 ($446.94 for 3 tickets plus $52 for seats fare) . On 7/28/2022, my 5th call in a month to Priceline to follow up on the case. I was told the case is closed and no refund is given because they found that it was Frontier Airlines cancelled my reservation. I contacted Frontier Airlines regarding the finding by Priceline. Frontier replied me the reservation was cancelled by a 3rd party and they issue me a flight credit of $216 as my compensation. I've an impression that this is the airline scam. How likely is a 3rd party able to get into my account in Frontier Airlines to cancel my reservation? Frontier Airlines cancelled my reservation, that way they made the consumer to pay more for the tickets. My original reservation on the tickets was at a very cheap price. I clearly remembered when I checked in on 6/6/2022 for the departure flight, my return flight reservation is still on the Frontier web page. I'll never imagine that it got cancelled afterwards. I want Frontier Airlines refund me the $498.94. I don't want any flight credit. This has been a nightmare for me to look for plane tickets in the last minute. I don't feel like flying with the Frontier Airlines again.

• Initial Complaint

  Date:07/29/2022

  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.

  Explained to company that I purchased 3rd part with insurance and had a death in the family company refused to refund amount and stated I had to purchase WORKS bundle Which was not offered on 3rd party website. When I spoke with 3rd party Expedia they stated frontier has access to cancellations and canceled online

• Initial Complaint

  Date:07/28/2022

  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 seeking assistance to gain a flight credit as promised by Frontier. I cancelled travel during the pandemic in March2021, confirmation code YGDM4H. I was given a year to use it. I called in December 2021 to extend the credit because I was pregnant and high risk and knew that I could not travel. I was given until March 2023 to use the credit. I was trying to book travel today since I have delivered and I wanted to use the credit before it expired. I was told that theg didn't have a record and could not help me. Every time I call in I get a different response and misinformation. They are treating me like I'm asking for an exception and I forgot to call, om only asking them to honor their word. We've had to extend travel with multiple airlines during the pandemic and every other airline was accommodating except Frontier. They are handling their processes just as they did before the pandemic and not willing ro help their customers. Please assist wirh getting my flight credit applied as promised.

• Initial Complaint

  Date:07/28/2022

  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.

  It started on Feb. 26, 2022, when I booked our airfare for my family and me the flights were to be non-stop from ******* (***) to ************ *********** the flight was to take only 5 hr and 17 min. So I also booked the car rental and two places where we were to stay at. But they changed our flight 4 times and because of their changes we had to change our stay in one of the places and the car rental. With these changes, we ended up sleeping in the airport both ways. Going to ************ from ******* our flight was from 8:35 p.m. on July 12, 2022, to July 13, 2022, at 11:45 a.m. and From ************ back to ******* it was July 22, 2022, at 5:47 p.m. to July 23, 2022, at 9:49 a.m which by the way was delay about 2 extra hours. Please keep in mind that there were some Non-Refundable fees with these flights and we had booked them over 4 months ahead. P.s we lost one day of our time and two sleepless nights at the airport all because they changed our flights from our non-stop ones.

• Initial Complaint

  Date:07/28/2022

  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.

  We booked a round trip flight for May 2020 from ******* ** to ****** ** (Conf # S9ETJM), which was later cancelled due to Covid pandemic. Frontier would not issue a refund so we rescheduled for May 2021 (Conf# CCVCCN). Then Frontier contacted us in March 2021 stating the flight had been rescheduled, which changed our 5-day trip to 3 days. We called to request a *************************** refused. They issued a credit that expired March 2022. We thought the credit expired in May 2022 & did not use the credit in time. I called Frontier in April 2022 & they again refused to give us a refund but issued a voucher for the tickets ($504.40) to expire July 2022. At the very end of the call, the agent (*****) put me on hold. When she came back she said that we were entitled to a refund for the first flight because of Covid. I was so tired after a very long & contentious call that I was afraid to accept her offer. I should have, because when we subsequently started looking at flight costs, we found that $500 will no longer buy 2 tickets to ******. I called again in June 2022 to get the refund that ***** had offered & was told that we do not qualify, even though the 1st flight was cancelled due to Covid & the 2nd flight was changed by Frontier so much that we were unable to use it. The agent, Sabrana, now said that the voucher is good through 10/27/22. She said she would ask for the recording of the April call with ***** to be reviewed to see if she did offer a refund. When I called back on 7/11/22, because no one had contacted me with an update, the agent, Anicka, didn't know anything about listening to the recording of the April call & refused to issue a refund. She hung up on me, so I called back & spoke with ******* who said that she would refer my case to the "back office" & that I should hear back in 2 days. No word from them so I called back 7/28/22 & talked to 3 people, none of whom knew anything about the back office. They are still refusing to give us our money back.