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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

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:07/28/2022

  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 purchased airline tickets from Frontier Airlines to attend a family's member's birthday party. We were traveling from *******, ** on Friday May 20, 2022 on a direct flight to *******, **. We purchased a hotel room for 2 nights and rental car for 2 days. Our return flight on Sunday May 22, 2022 was booked with Spirit Airlines. While sitting in the airport on Friday evening (May 20, 2022) waiting for our flight to *******, there were 4 delays flight delays ( 1 being very unprofessional acknowledging they did not know the whereabouts of our Pilots and as soon as they arrive, we will be able to board our flight). When we were finally able to board our flight, we experienced 3 more delays. The last delay was made by the Pilots stating they over-exceeded their work day and had no choice but to cancel our flight to *******. We proceed to the ticket counter to see if we had any possible alternatives to get to ******* in time for our family members milestone birthday party. After waiting in line for 2 hours to speak to a Frontier Agent, sadly, the one flight out the next day was full and the other alternatives that were available to us were unafforable to our financial situation and regardless, by the time we would have arrived in *******, we would have missed the party entirely. With that we accepted defeat and realized our trip to ******* was not going to happen. We immediately proceeded to follow Frontier Airlines reimbursement process and were refunded our one-way ticket from Frontier Airlines as well as a $100.00 Frontier Airline credit, required to be used within 90 days of receipt. We also immediately contacted the car rental agency, the hotel and Spirit Airlines, however, due to attempting to cancel within 24 hours of our reservations, we were not able to receive reimbursement from the car rental, hotel and return flight home. Attached are our receipts and cancellation letter from Frontier Airlines. We are requesting full reimbursement of money spent.

• 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.

  I purchased round trip airline tickets from Frontier for 2 adults to fly round trip from **********, **** airport to ********* on 3/16/20 and return from ********* to ********** airport on 3/24/20. However, my flight was cancelled on 3/15/20 due to the government shutting down all flights due to the initial outbreak of COVID. I was informed by Frontier that my fights had been cancelled. I complied with their instructions to apply for a refund of the cost for my flights. No response - no refund. I contacted the via phone - no follow up call/response-no refund. I emailed them multiple times, only to receive an automated response directing me back to the number I had previously been calling. I've attempted numerous times to contact Frontier with no avail between then and now. I would like a full refund for the cost of my tickets = $602.60 back onto my credit card.My filght confirmation code was GG5F2R Thank you!April Garfoli

• 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.

  Purchased tickets to ***** months ago through Priceline which booked us flights through frontier. The flight to ***** was fine. The flight coming home however was the worst experience I had flying with any airline. They over booked the flight and we did not pay the extra $ to pick our seats so they bumped us off our flight. I have a small child at home that I needed to get back to. They left us stranded at the airport for hours before we were able to get any answers. They had already put our luggage on the plane to *********** so I was stuck in the same clothes for over 48 hours. They did write me a check for $935 and put us in a room and booked us flights from southwest the very next day. However,The lack of customer service and the inability to reach anyone through their methods of contact is an absolute joke. This is the worst airline out there and I feel that if they should no longer be able to run a business where they over book flights and leave people stranded at the airport for hours with no answers. My medicine and my retainer were in my suitcase and I went without them for 2 days which caused pain in my mouth when I had to put my retainer in. My teeth had already started to shift. I would like a full handwriting apology from the **** As well as my tickets refunded to me from the return flight.

• 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 was departing from ATL with my mother whom had to check her bags. Due to our departing flight being delayed 4x, we were told that her bags on her arriving flight to *** would be compensated for via Frontier airlines and was noted properly. When we arrived for our arriving flight to ***, that was not true. The representative said nothing was noted in the system , after continuing to check the system she stated that the kiosk had shut down for tagging , inserting and accepting forms of payment for this flight . That since the flight was overbooked we would miss our flight . Totally not understanding , she also indicated that the next Flight out was also overbooked . I received nothing in my email or app notifications regarding a change or possible cancellation. This would make the second time I received no proper communication regarding my flight(s) with Frontier. Not having a babysitter for my child for a complete additional day I was forced to book a later flight out of ATL to make it back in a timely manner to my child .

• Initial Complaint

  Date:07/27/2022

  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 travel experience with Frontier has been horrible. I arrived to the airport on time to be told at the entrance before I even checked my bags there was a delay for 1.5hrs. Unfortunately, that was not the first. My flight was delayed 4 more times. There were no announcements on the loud speaker, no announcements via app. I had to check my email every time to realize there was a delay. Once I confronted the representative after the second delay and complained about no type of follow through , I was told they'll be giving $10 meal credits. Completely unacceptable. When we finally boarded, we sat on the plane with no AC for approximately another ***** mins. My experience was horrible !!

• Initial Complaint

  Date:07/27/2022

  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.

  What a terrible experience. Seems like many are having similar issue. Cancelled tickets within 24 hour and within 6 days but not prior to 7 days policy. Headed to pay last respects to a family member and wife flying with my son (minor). I explained multiple times that my other unvaccinated minor in our household was tested positive for COVID and have proof from Dr. I truly thought I was doing the right thing by following CDC and quarantine and cancel the flight to avoid possible exposure to others in the plane. I also mentioned that the destination of the passengers (my mother) also had tested positive. So both destinations were infected with covid. Frontier WOULD NOT credit the money because the passenger must have a positive covid test result. I wrote a letter and submitted an online request. And still was denied the credit. So knowingly allowing passengers to fly along with other passengers in the plane with direct exposure to covid is their ACCEPTABLE practice ..

• Initial Complaint

  Date:07/27/2022

  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.

  At around 11:00 PM on 7/27, I was looking for flights via my company travel system concur.com and saved a flight on Frontier Airlines. The following day on 7/28, I noticed on my **************** mobile application a pending charge of $47.96. This was unusual because I didn't finish the booking and never received an email confirmation. However, I researched the flight using my login to myfrontier.com and discovered that 1) a flight was partially booked with Itinerary# FYMPRM. However, because there was missing information, the system would not allow me to cancel the flight without completing the booking. I completed and provided the requested information, and the option to cancel the flight appeared, and I successfully canceled the flight. I received my flight cancellation confirmation, which showed a cancellation fee of $47.96 was charged. I contacted customer service and spoke with ****** who refused to provide additional information. ***** stated that a cancellation fee of $99 was due because the flight was canceled within 7- days of departure. I reiterated that the flight was inadvertently booked less than 15 hours prior, and the airline has suffered no damages. however, this fact meant nothing to him. I requested to speak with a supervisor, and he placed me on hold. However, after being on hold for more than 15-minutes, I disconnected the call. Frontier Airlines has experienced no harm their actions are both unethical and predatory. Additionally, because I had to provide additional information to complete the booking to cancel my flight, the flight was never officially booked. Therefore, 1) a fee should never have been charged, and 2) it should have been able to have been canceled without questions. I have contested this charge with **************** and have opened a federal complaint with the ****************************.

• Initial Complaint

  Date:07/27/2022

  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 July 21, 2022 I purchased two flights to depart October 14, 2022 for $397.92. Then, finding that all carry on and checked bags are for purchase, I paid for 2 carryons, for $67 a piece per person per flight, bringing my total $665.92. In the initial purchase, there are Carrier Interface Charge(s) designated as *Non-Refundable. I did not see a similar note regarding the luggage purchase. After further discussion that evening, we decided it made more sense to purchase one full size checked bag instead of our two carry on bags. I searched for a way to change this online and found no way to undo, cancel or refund the carry on, only to add more bags. Since it was already late night, I was not able/willing to wait the three hours on the phone (the expected wait it declared) to talk to someone in person. I finally got someone on the phone to discuss on July 27, 2022 and eventually discovered that it is Frontier's policy not to refund carry-ons once purchased. This individually is perhaps an example of 'buyer's remorse', except that no service has been rendered. We are talking about pre-planning of future luggage that has yet to exist. I am annoyed to spend $100+ I don't need to, but my real complaint is that Frontier has a policy that they will not refund money paid for a service that has not been rendered and will not be rendered for numerous months, if at all. This seems like an entirely inappropriate, if not illegal, type of policy to have and I fail to see a justifiable logic to support such a policy. I wouldn't mind being refunded the additional money I will have paid if I bring one checked bag and no second carry on, but if I am not, I'll just use the two carryons I paid for and we'll be just fine. However, the heart of this complaint is in response to a policy that I believe is decidedly unethical and unreasonable.

• Initial Complaint

  Date:07/27/2022

  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 is in regards to a Frontier flight on July 17.2022.On July ******* I received the following:"FLIGHT ALERT Hello *******,Regrettably, unforeseen operational issues required us to substitute a smaller capacity aircraft in place of the originally planned aircraft. If you have flexible travel plans and would be willing to switch to a confirmed seat on a different Frontier Airlines flight, we would like to offer you a $600 voucher for each person on your reservation if we take your seat.If you want to take us up on this offer, please contact our Reservations center at ************ for assistance in re-booking your travel and refer to your Frontier confirmation code K7589V.Thank you for choosing Frontier Airlines."I called on July 16 and spoke with a representative about the $600.I changed my flight to include a layover in ******. I was told I would see an email with the $600 voucher. Went to the airport in Sunday July 17. Spoke to a Frontier agent about the voucher. She said to speak to someone at the gate. When I flew into ****** I went to Frontier customer service, spoke to 4 different people. No one was able to figure out where my voucher was, some said it would be resent another said call customer service. My flight was also delayed.I called Frontier on July 18. They said I should receive my voucher within 48 hours. I have not received my voucher and today is July 27. At each step I have provided them with my email and phone # to confirm that they have a way to contact me. I have also sent emails and received no responses.I was fine to give up my seat for a $600 voucher but they have not delivered on that and it's just a run around dealing with customer service. I also keep on getting updates for my old flight which makes me think that there is some sort of cliche in their system,

• Initial Complaint

  Date:07/27/2022

  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 five returning flight tickets from Frontier Airlines in May 2022. the flight was to return from *******, ******* at 8:55 am but weeks later we got an email that the return flight was change and moved to a much earlier flight at 6:00am. At the same time my daughter *************************** had also purchased 5 (8:55am) tickets and Frontier Airlines moved the five tickets she had to the same 6am flight August 25 -29, 2022. the problem is the flight is too early and the company only want to offer an airline credit with them(crazy idea) or a later flight which they can't find a non stop flight for. All I want is a full refund for my return flight approx. $1100.00. please help. I believe our ten seat were taken and no one can tell us what really happen to the 8:55am flight!