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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

    • 6,421 total complaints in the last 3 years.
    • 1,584 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:07/26/2022

      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.
      When booking a recent trip I went into the itinerary to pay for seats for my wife and I to make sure we sit together on the flight. I was prompted I had no carry on bags selected and if I do not add these now I will be charged higher prices at the gate if I have a carry on bag.After looking around their site I seen no option for free personal carryon that will fit under the seat as we both were only going to have a small backpack.After the seat upgrade and carry on upgrade was paid for, I questioned if I really needed this carry on upgrade so i went to ******* to my surprise carrying of a personal item that will fit under the seat like a small back pack or purse would be free, I called customer service.I explained the situation in full only to have the agent ask me for confirmation number and confirm all my details to only inform me there is no refund for bag upgrades.I re-explained this just happed and it was very unclear this was needed and the site prompted you this would be needed and my flight is not for 2 weeks... how is this not reimbursable.To the response, sorry it's not reimbursable and if there was anything they could help me with, as if I was truly helped in the first place.With all information pushing you to pay more money with no clear explanations this seems totally unethical and entrapment to get more money out of their customers.

    • Initial Complaint

      Date:07/26/2022

      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 April 3, 2022 my children and I were booked on a flight from ************, ** to Raleigh-******, ** which was cancelled. There were no available flights on Frontier until later the following week so I was forced to book a flight on another airline. At the airport I received a letter from Frontier stating that they would reimburse me for the new flight however I have been pursuing the reimbursement ever since with no resolution and now no response from Frontier since May 14, 2022. I was contacted by Frontier on that date requesting further documentation which I provided however since then they have ignored all of my attempts to contact them including 7 follow up emails to their customer service department.

    • Initial Complaint

      Date:07/26/2022

      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.
      Frontier airlines refused to help with my daughters reservation seeing she was positive for Covid kept giving me different info on what to do and never solved the problem very poor service and you cant even get a hold of complaints or corporate need help

    • Initial Complaint

      Date:07/26/2022

      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.
      Upon arriving for our 7am flight on May 27, 2022. we learned that our flight was cancelled. With the choices given we choose to fly with another airline and file for a reimbursement that got us home sooner. We arrived home late May 28, 2022. Sunday May 29th, we begin to file for our reimbursement in accordance with Frontiers Option 3/4 (page 4 of attachments). Shortly after we began getting emails saying they didn't receive the entire flight itinerary, then they couldn't see the airline. then they couldn't see the cost of airline ticket on the same attachment and then we didn't submit the information in proper PDF form/ Also they claim they couldn't see the passengers, names and flight details, (see attachment 12). Frustrated we started to call daily and was on hold anywhere from 1 to 4 hours to no avail. With the 30day timeline approaching on June 23rd we drove to *** in hopes to speak with a frontier supervisor. We arrived to find no Frontier staging area, after asking an employee where they were located the staff said Frontier Airline staff only comes in hour before a flight and leave an hour after a flight. No supervisor is usually present. We began calling again this time asking the aide of local representative ******** ************** who directed us to the *** who directed us to the *** who directed us to ******** *** who directed ** to you the Better Business Bureau. It is our belief they deliberately dragged out the process as to not have to not reimburse us. Another passenger known ****************** also has not been reimbursed and is having the same difficulties. Please help. **************************** ************ ************************************************************* ************************ and ******************************* ************ ***** ******* *******, Michgian ***** ******************************

    • Initial Complaint

      Date:07/26/2022

      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.
      My flight on Frontier Airlines on 2/17 was canceled just hours before take-off. I called the airline immediately to try to book another flight but there was not another flight available for 5 more days (Tues 2/22- I was also told that since I was rebooking a flight that wasn't within 3 days of my original departure, I would have to pay the fare difference, which is not right considering there weren't any flights available). I was told if I can book another flight on a different airline, I would be reimbursed for up to $300 per passenger. Since this ticket was last-minute, the cost was twice that amount, so I would like reimbursement from Frontier Airlines in the amount of $900 ($300 per passenger times 3 passengers).

    • Initial Complaint

      Date:07/26/2022

      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.
      My friend booked a flight for me and her through frontier that got cancelled. I ended up using the paper they gave us that would reimburse us up to $400 per ticket. I used my credit card to pay for the other flight tickets that they were suppose reimburse to me. Frontier owes me $800. Its been a year since I filed for a refund that they promised to give me after they cancelled my friend and my flight. I have reached out to them several times and I still havent received my money. This is ridiculous, they stole my money from me. I dont know how this company is still in business. I also provided the emails that were sent to my friend because it was originally booked from her account.

    • Initial Complaint

      Date:07/26/2022

      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.
      Dear Sir/Madam,My name is Si Yin, and I made a reservation of IIZJ3R (round trip flight from *** to ***, 07/28/2022-07/30/2022) on July 25 in the amount of $427.92. In the next day morning (within 24 hours), when I reviewed my reservation, the cancellation button was accidentally clicked. Without any warning, the tickets was cancelled with the full charge of cancellation fee of $427.92. During the process, there is no indication there will be cancellation fee charged, and website is poorly designed so customer is so easy to make such mistake. I tried to reach out to the Frontier airline, but they insist there is no refund. As such, I would like to request your help for a full refund of $427.92 from the frontier airline. Thanks.Best regards,Si

    • Initial Complaint

      Date:07/26/2022

      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.
      Prior to today I had never flown with frontier and I never will again a two hour delay move to an 11 hour delay then ticketing agent told us our flight wouldnt be able to be scheduled for another 48 to 72 hours I stood the entire time attempting to get service and as a black woman there was an heir of racism and preferential treatment to others in the mix when I refused to leave the ticket in counsel counter calmly was addressed and magically two hours later a direct flight the very next day was found they refused and were very secretive about paying for hotels days due to their canceled flight they refused to refund any baggage fees I spoke with three customer service agents on the phone including a manager that all refused to assist the ticketing agent finally found me a direct flight and I was issued a $150 voucher that only covered a portion of the hotel fees I was also given a $15 food voucher if I did not have enough travel experience I would not have known to contact a hotel that had a shuttle service and so far all the other guess they didnt know that they were either stranded or incurred additional fees that the airline did not care to reimburse please know that all of the vouchers depend on travelers having discretionary income and you are reimbursed they do not give you credit so if youre going home on your last stop and youve exhausted your budget and encounter any kind of issue you are going to be out of luck there was no compassion or empathy from the team the teammates on site complained about their blood pressure and how stressed they were and demonstrated zero concern for travelers who had no home no transportation in an unknown city I repeat I will never fly frontier again

    • Initial Complaint

      Date:07/26/2022

      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.
      We were issued a credit for flights through Frontier Airlines, expiring on 7/30/2022 for a total of $1705.50.However, every time I try to apply this credit, it does not let me apply it for unknown reasons.I have contacted Frontier Airlines multiple times through their Online Chat and through their Phone number, and they have not been able to resolve this issue. I have spent close to 10 hours to resolve this issue and they have not been able to help.At this point I am requesting a refund to my card for the amount of the Credit, as I am unable to devote further time to this issue. I do not wish to further pursue trying to apply this credit to their flights since they have been unable to help me after so many hours spent.

    • Initial Complaint

      Date:07/26/2022

      Type:Product Issues
      Status:
      Resolved
      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 24, 2022 I flew from ********* to *******, flight # **** and with conf. Code LI9T9R. Now, that fly was just a stop because my final destination was ***, so I took a flight from ******* to *******, conf. Code AGUFPH, and here my complaint: once the time to go on board arrived, I was doing the line for the on board process when one person that work for the airline, while I was on the line, told me that I had to pay for my backpack. I said this is a personal item, and it was measuring and fitted into the measuring box, even tough just this person insisted that I had to pay because the others when saw that the personal item fitted did not say anything about it. If I had not paid, I would not have been allowed to take that fly because of this person, so I am claiming a refund for the $89 that was unfairly made.

      Customer Answer

      Date: 07/28/2022

       To Whom It May ******************* complaint ID mentioned above was already solved. 

      Thank you, 
      **************************

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

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