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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

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:07/22/2022

  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 on Frontier Airlines for Monday, July 18, 2022. Flight **** leaving from *** to ***. Due to the fact that I tested positive for Covid-19, I had to cancel this flight. I went to my closest testing site, which is CVS Pharmacy, received the *** test and two days later, I received a positive result. I promptly cancelled my trip as to not infect others per the *** guidelines. This qualifies under Frontier Airlines "emergency event". I was instructed to fill out the associated form. I filled it out. I was requested to provide documentation of the positive test result. I logged into "MyPortal" for CVS Pharmacy and pulled the official letter they provide and sent that along to Frontier Airlines. I was told by an individual named ****** via email that the documentation I provided wasn't good enough. I provided them literally everything that was given to me. When I asked follow-up questions, the individual with whom I was speaking stopped answering. When I called the customer service number to try and get a follow-up answer they said, "we don't handle these on the phone, try filling out the form again". They keep giving me the run around, telling me that proof of positive covid-19 result isn't enough, dodging and evading my follow **** I paid $287.96 for this flight, per Frontier Airlines policy, I am entitled to a full refund of this amount.

• Initial Complaint

  Date:07/22/2022

  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.

  I flew with frontier airlines from *** to *** on the 20th of July.when I arrived in *****, my checked bag was opened upon me receiving it. inside items were tumbled and my ipad was missingI paid 300$ for the flight. 50$ for the checked bag. frontier is responsible for handling my luggage and they let me down! when I contacted them they basically said they wont even try to look for the ipad or reimburse me in any way.

• Initial Complaint

  Date:07/22/2022

  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 a round trip flight for $551- confirmation TB9I3J. I had to cancel because I was sick. I am now trying to reschedule the flight, and am being told the credit expired. When I originally cancelled, I requested the refund be returned to my credit card and I was told no, it would be issued as a credit that could be used in the future. I was not given a timeframe. I want my money back or the credit to be used. You cant keep my money for a flight unused.

• Initial Complaint

  Date:07/21/2022

  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.

  Hello,My husband and I booked a flight using frontier airlines from ** to *******. I had a family emergency and couldnt attend our weekend trip. We called to cancel and after being told we would only receive a credit we chose to just cancel my ticket. We asked the agent if we cancel could we use my credit to my husbands flight so we could pay to change the flight so he could have a shorter trip and help me out. Since they were charging us more for a different flight AND charging us to move it. The agent said that would be possible. We asked 2x if the credit could be used on his flight. He said yes. When we went to use it they said we could not use it because it was under my name. This call was recorded. They said they could not check the recording for **** business days. The supervisor did not apologize for the employee giving the wrong information or correct the situation. We cancelled my flight for nothing and now cannot use the credit. Had we known my husband would have taken someone else or we would have figured something else out. We were not apologized to or compensated for the first agent lying to us. This is poor business and they stole our money. We would like our money back for the price of MY tickets. We do not want a credit as we do not travel often and I will never use this airline again.

• Initial Complaint

  Date:07/21/2022

  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.

  Upon arrival at Denvers A terminal I went to the gate listed on my boarding pass, A34. Since the gate listed a different destination I went to the flight information board in the terminal. It listed A40 as my gate, but at A40 a different destination was also listed. Looking down the concourse, gate A44 listed my destination, DCA. I went to the gate and sat down. I arrived at the gate approximately about one hour before boarding was to begin. Around that time a plane arrived and passengers started to disembark. A disembarking attendant informed the gate attendant that people were still on the plane due to an issue. At 12:45 I got up to see if any information had been posted. The gate information now indicated a different destination. Since it was after the departure time I asked a gate attendant what happened. She said that the gate had been changed that was announced on the concourse. Seated by the windows at the gate I had not heard a gate change announcement, nor did I hear the any announcement by the gate attendant, who was no more than fifteen feet away from me. In addition, I received no text or email notification of the change even though the night before when the gate changed in ******** (PDX) I received such a notice. The gate attendant instructed me to go to the Frontiers customer service on the concourse. After explaining the situation to the Frontier representative I was informed that I missed my flight and would have to pay a $99 rebooking fee. I spoke with the manger, who told me that they change gates all the time in ****** and it was my responsibility to ask the gate attendant when boarding had not commenced at its scheduled time. I explained again that a plane had arrived and was disembarking. No matter If I wanted to go home it would cost $99. I called customer service speaking with a representative then supervisor. No change. Having to get home had to end up pay the fee. While waiting for my new boarding pass several similar complaints were made

• Initial Complaint

  Date:07/21/2022

  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.

  The original date of the transaction was on October 8th in the amount of $177. I have been in contact with Frontier since October 9th trying to get resolution. I have five different resolution numbers:220616-000376 220301-001049 220103-002863 211202-000883 211015-000174 All the incident numbers asking for date and time to be contacted due to heavy volume. I have told them to contact me Monday- Friday from 9:00am-6:00pm EST. Still no response. I have called their customer service line and they refer me back online or state that they cannot assist me.

• Initial Complaint

  Date:07/21/2022

  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 April 17th, we were returning to *** (*******, **) from *** (**********, **) with a connecting flight in the middle at *** (*******, **). However, the connecting flight from *** to *** was canceled due to the bad weather. We were told we would receive a link for our refunds and someone would contact us as well for reimbursements (this was once by someone at the gate counter). Unfortunately, the link sent in the email did not work due to half of the flight being taken - PJU to ***. On the other end, the second flight from *** to *** was canceled. If this happened in ********** before the first flight of that day, the link probably would have worked. But the weather did not turn for the worse until we reached *******.The agents also said they did not have hotel or travel vouchers to give to us at the moment. Plus, the flights for the next 2 or so days sold out almost immediately due to the number of passengers needing to get home. To give perspective, there were 3 or more flights cancelled at the same time as ours where passengers were looking for replacement flights to their destinations. Knowing we could not get a flight out, we opted for a hotel and rental car to drive 7 hours back home. What contributed to this decision was us waiting from 7pm to after 1am for them to tell us what was happening. We were EXHAUSTED!!!! With no one willing to help us or give pertinent information, it was time to go. After making our decision to leave the airport, we had to find our luggage. That's when we found out about the employee shortage with Frontier. They had ONE person there pulling the luggage. She was super sweet, but that was alot for her being that this needed to be done for at least 3 PLANES!! We didn't get our luggage until about 4am.After that ordeal, all we wanted was the reimbursement for car rental, hotel, and the flight that was cancelled. I have multiple emails requesting contact where Frontier refuses these requests and refuses to call me. I need my money.

• Initial Complaint

  Date:07/21/2022

  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 was diagnose with COVID-19 on Friday July 8, 2022, I was rushed back to the hospital by ambulance on Friday July 15, 2022 for dehydration and pneumonia. Attached you will find a copy of my medical condition from my primary care physician; *****************************. I called Frontier Airlines to request change my departure and return date. I was told to complete Frontier Airlines' incident form with documentation from my doctor, which I did, and a Support Specialist will contact me within four hours after the documentation had been received. I have called every day since receiving the incident confirmation number, and have been given excuses after excuses. No one from Frontier Airlines has contacted me as of this date. At this point I do not want to travel with this airlines because of deceitfulness and untrustworthiness. I would like to receive a refund for the airline ticket purchased.

• Initial Complaint

  Date:07/20/2022

  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 at the airport in line for over a hour was informed through email are while waiting in line that i needed a particular form to check in while at the ticket desk i was informed that i have to get out of the line and try to fill the form out online and hopefully i would still catch the flight i did has i was told has quickly has i could and after i was done i was told i couldnt go on the plane because i was late no remorse no consideration that i had a child with me and he was heart broken and crying they did book us are rebook us we just basically got left behind and now frontier telling me i cannot get and refund are credit due to me not being at the airport i got a uber receipt showing that i had to book a ride back home

• Initial Complaint

  Date:07/20/2022

  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 flee with frontier twice, once was June 9th and the second time July 14th. June 9th they cancelled our flight 2.5 hours before with no warning or delays my father is in the industry and was able to look to see why it was due to a crew shortage (which I understand happens), but they lied and said it wad an FAA issues and that's why. We should have been given compensation for this but was not and they are saying there is nothing that can be done. The second occurrence was by far worse. On July 14th we boarded the plane ready to take off and were on a hold for 2 hours due to weather (not their fault I understand) they said they will try to leave still but once the hold was lifted they weren't able to fly due to being over time (again I understand). But what is not acceptable is what happened next as we were waiting to get taxi in they said the flight was cancelled to the following morning at 11 and because of this we are able to have 150 dollar reimbursement for a hotel that night if we saved our hotel receipt. My husband and I got a hotel room since we got off at 1am and the next flight was suppose to be at 11am. The next day I talked to 3 agents about the reimbursement they gave me the website to submit which I did. They also didn't notify us the flight was delayed another 8 hrs until 45 mins before the flight this was due to crew. Well after submitting for reimbursement they are saying there is no authorization for the reimbursement since it wasn't approved. Even though the pilot, flight attendants, gate crew, and check in crew said it will be approved if you save the receipt. Between these two experiences I would just like to compensated for what they owe me. Through all the trouble I was only offered 10 dollars for a meal because of the one 8 hour delay. When I have talked to employees on the phone I've been on hold for hours only to be hung up. If you could help that would be great. Attached is the hotel as well as boarding passes from the flight.