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.

  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

  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:07/20/2022

  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.

  booking # F75NKV .I cancelled this flight after many attempts to get a seat assignment and the frontier website wouldnt let **** went back on the website and acted as if I was a new passenger and the flight info was gone. I just started a new job and had to be back in ** the next day. I decided to cancel my flight. The next day I got notification the flight was cancelled due to operations. Frontier is billing me cancellation fees.I got no refund for the my ticket in addtion they want me to pay a penalty for cancelling a flight they cancelled.This is highway robbery. Please assist with this Thankyou

• 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.

  We had a trip booked from March 27, 2022 - April 2, 2022 with 14 of our family members whom we paid for all flights. On March 27, 2022 our flight was delayed 3 times and left HOURS later than we were supposed to. We got an email for a credit voucher of $15 for each person, not even enough to cover the food we had to buy everyone waiting at the airport. Then on our way back on April 2, 2022, ALL of our flights were canceled with no explanation as to why in *******. We waited 24 hours in line to try to rebook our flights as other people were dealing with the same situation to be told that there were no flights available until 4 days LATER (April 5, 2022)at a higher cost. We had no choice but to rent another van again, have to rent a AirbNb home because there were no hotels and we had a large group with us and repurchase the flights at a higher cost to return home. We got a credit voucher for that canceled flight of $75 per person. I sent email requesting the refund of the flights because their credit voucher said we had to use them in 90 days or they would be forfeited and we weren't planning on flying anywhere else in 90 days. They ignored my numerous emails I have sent them. Almost 4 months later I still have not heard back from Frontier regarding my refund request on all my expenses I had to pay for and the canceled flights. I have sent them proof of expenses, flight numbers, passenger names, dates of travel ect. They have everything they need from me to give me back my refund I am entitled to based off their travel policies.

• Initial Complaint

  Date:07/20/2022

  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.

  Hello, I had 2 credits in the amount of ****** and ****** issued on July14 2021. We canceled due to covid illness. They expired on July 15, 2022. I realize that they extended the time due to covid, but i could not book until now because my husband has been unemployed, and we dont know if we will have the money to travel. At any rate, I called on July 15, to ask about the credit and if i rebook, can i cancel again if need be. The agent did not double check my flight info, and just said ok to cancel for another credit. I tried booking the next day, and they were expired. I spent hours on the phone, and finally got a customer relations manager who said she would issue me vouchers that expire in 48 hours. I already had my flight info ready, but of course the vouchers did not work. They kept coming up no amount on it. This was Thurs night, and after speaking to another manager by Saturday night explaining that they did not work, she promised to extend them to sunday at midnight. I tried again on Sunday morning, and they did not work again. Her email reply was, they are expired and sorry for an inconvenience. Well this was a $500 inconvenience, all while my husband is unemployed! I need help either getting a refund, or at least lettng me book another flight. The flight i was trying to book for end Feb **** was empty, yet the cost changed 3 times in one day as i kept trying. Also, you get bumped off the booling psge for inactivity in about 2 minutes and have to start all over. Another tactic to raise the price! This is a very shady practice and unacceptable. I see that they have thousand of unanswered complaints on here. What can be done about this? Too many people are losing alot of money!Thank you in advance!

• Initial Complaint

  Date:07/20/2022

  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 recently purchased to tickets $249 leaving from CLT-******* for a cruise due to circumstances beyond my control. Carnival cruise cancelled my cruise 6 days before departure. I contacted frontier airlines to change my flight to ** instead they told me, they were be able to. I purchased 2 other tickets for a different cities without canceling my other ticket. They have not refunded. I want some type of compensation before I had 6 tickets leaving out of different airports. They should not be able to have several tickets for one passenger leaving for different airports. That should be flagged in their system and not be allowed. They taking people money to to minor errors. I even asked I could provide information from the cruise to vary and the denied.

• Initial Complaint

  Date:07/20/2022

  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 18, 2022, in *******, **, Frontier Airlines forced 47 people off flight SJ1K7B to *******, **, due to "weight concerns" during inclement weather. The flight left (minus 47 people), and Frontier did not pull my luggage off the flight. Frontier was not offering flights out of the area until the following evening, and when I rebooked, I was sent to ************, not *******, where they took my luggage. (I spent 48 hours without my luggage.) During rebooking, a Frontier travel agent promised me a rebooking, meal vouchers, reimbursement for a hotel stay, and a $1000 voucher for a future flight. I received a new ticket, meal vouchers, and a flight voucher, but Frontier never reimbursed me for the hotel I booked.That night, the Frontier travel agent had me take a picture of a link on his phone, and told me that I need only to fill out information at a website in order to be reimbursed for an overnight hotel. (I noticed that the letter in the picture on his phone said Frontier only offers reimbursements up to $150. I asked for clarification on this, and the employee said, "No, they will cover your one-night stay, even if it is over $150. There is not a limit." Upon returning home, I sent in the hotel receipt to Frontier (at the website given to me by a Frontier employee). However, Frontier has refused to reimburse me, claiming their employee gave me "incorrect information" about receiving ANY reimbursement for a hotel. I have had multiple emails exchanges and spent hours on the phone with Frontier. Frontier readily admits that their employee lied to me about being able to receive a hotel reimbursement in the case of a flight rebooking due to inclement weather, but they are refusing to make it right and take responsibility for their employee. Frontier must own up to the mistake of its lying employee, and they must reimburse me for the hotel stay, a reimbursement I was promised. I demand a full and prompt refund for the attached **** of $253.42.

• Initial Complaint

  Date:07/20/2022

  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 cancelled my flights in July 6th and received a travel credit of $287.94 out of the $603.93 I paid in total for the tickets. It is impossible to use the travel credit. You cannot book via phone as no one ever answers no matter how long you wait on hold. I tried using the credit online as recommended, and when you apply the credit, the webpage stalls. Every time. Ive tried switching browsers - still doesnt work. I believe Frontier knowingly issues these credits knowing there is no possible way to use them. Its fraud and its a scam. Please investigate this - I see when I search the web. Of many similar complaints. This is criminal - someone should ***.

• 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'd purchased 6 tickets from *********, ** to *********, ** for July 14th -17. Our flight was being delayed after delayed. Finally the representative made an announcement that there was a crew ************ were trying to find a crew to flight out of ********* to STL them we would fly from STL to *****. Then she announced our flight was canceled n we'd be receiving an email shortly for a voucher. Then she said...things changed. Weather was bad so no voucher is available. Then she said she'd book us on next flight for the afternoon the next day. Then she said...wait...that flight is full. Then she just said, you all will get a refund...within the next day r 2. It was like...no remorse shown. Now I had to pay for a car rental to ******* just to catch a flight from there to ***** with SWA. We were a day late so I lost $ for our room. This issue cost me an additional $1609.05 and I'd like to be refunded that amount. The difference in the cost of last min tickets purchased with SWA vs what I paid in adv with Frontier, the rental n lost of one night with room. ************ both flew out that night to *****. Frontier seems to be lying just so they don't have to give out vouchers. It was prob like the rep ******** crew issue, not weather. We looked at the weather on an ******** wasn't showing any issues. Plz help me. Thanks.

• 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.

  2/28/22 I made booked a flight with frontier airlines and immediately after when I saw the charge, which was $1407.02, I knew something was wrong. I cancelled the charge and noticed it was not refunding me the full amount which I knew was a mistake, I called the airline within 5minutes of the charge and explained the entire thing. They said they would refund me to my card with a few days. I then called citi bank credit card line and was told to wait for the company to refund and if I do not received anything to open a case. I opened a case a few weeks after and have been going back and forth with citi bank on this issue. I called frontier airlines around a month later and they told me the funds expired already. I was saying how can it expire when it was under investigation with my bank and frontier airlines. Today 7/20/22, I received a letter from citi bank stating that the merchant is refusing to refund my money. I would like a full refund of $1407.02. I took the proper steps to inform all parties within 10minutes of the event and months later I still am feeling helpless with getting my money back. This is a lot of money. I would really really appreciate any help from the bbb. Thank you and I look forward to hearing from a representative soon.

• 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.

  Hello, Id like to report an incident where Frontier Airlines emailed customers and gave out the wrong information regarding the departure time causing us a Delay and Refuse to refund. The email said the fly is delayed and wont depart until 11:50 pm instead of 10:42 pm. We didn't know they came on time and did not receive any notice through email as we got an email about the fly depart got delay. when we complaint and request the money back the agent work for the front-tier at the airport refused to refund us; instead, she ordered a new flight and charged again even though we told her we didn't want to wait for that long to ************** flight because that's a business trip. Now I see three charges from front-tier airline on my credit card. We didn't even know how that happened. We told the customer service at the airport that we could not use the transfer ticket because it had one stop and the flight was several hours longer than the original flight that we booked. That was back on June 11, ****. The fly number **** from ******* to *********. This is an unfair business practice when its their fault and instead of refund they charged 2nd time without our knowledge but denied refunding our money back. We bought the new tickets on the same day with Sprit airline. I have the email from the front-tier and credit card statements to support for what I claimed. Please help me getting my refund and making sure the front tier airline should not give out a confuse notice to customers.

• Initial Complaint

  Date:07/19/2022

  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.

  My luggage was sent to the wrong city. When I received my luggage items where stolen. I provided the airlines with receipts. Someone emailed me and told me they would give me $150 although the amount was $3,200 . I ask for a supervisor or manager to call. No ever called. I called several times unfortunately no will reply to me