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.

  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:07/19/2022

  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.

  I booked the flight below for me and my children and paid in full. After waiting in the terminal for 4 hours, they cancelled the flight and were supposed to refund us for the price of the tickets. It was supposed to take 10 days for a refund. I have not received the refund to date.ACCESS YOUR BOOKING PURCHASE SUMMARY AMOUNT PAID: $1741.82 FLIGHTSSubtotal: $923.88 DEPARTING FLIGHT **** ********* (***) to ******* (***)Depart: 6/22/2022 6:44 PM | Arrive: 6/22/2022 9:15 PM Total Duration: 2 hr 31 min RETURNING FLIGHT **** ******* (***) to ********* (***)Depart: 6/27/2022 3:37 PM | Arrive: 6/27/2022 5:59 PM Total Duration: 2 hr 22 min PASSENGERSADULT(S)1 - Taliba FosterNot a FRONTIER Milessm Member? Sign Up!2 - Anahla ****** ThomasNot a FRONTIER Milessm Member? Sign Up!3 - *********************** ThomasNot a FRONTIER Milessm Member? Sign Up!BUNDLE IT

• 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.

  Our flight **** was canceled on 04/02/2022 and I understand that things happen but the refund of $195.28 for four people is unacceptable. After waiting at the airport for 5 hours they continued to delay the flight and eventually canceled it. We waited 3 hours for our bags to be returned and we were told Wednesday 04/06/2022 was the next available flight home. We opted to rent a car and drive home because we could not afford to stay in ******* and miss multiple days of work. This was not the only flight during this trip that we experienced problems. Every single flight was delayed by more then an hour. 03/25/22 ***-*** flight ****, 3/26/22 ***-ANU flight 52, 04/02/22 ANU-*** flight 53, and our final flight home was canceled. I would like the entire amount of $1779.88 refunded.

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 4/8/2022 as i was driving to the *************** to catch my flight with Frontier Airlines, which had already been confirmed and my online check in done, i get an email saying that the flight was canceled. There was no explanations of any sort. The email presented a link for me to go on and buy another flight on my own with a different airline since they did not offer any other options that same day. The link did not work. I got desperate as I had to be at my destination that day. I started checking out other airlines and couldn't find anything out of *******, i had no place to stay in *******, i was driving there just to catch that flight. Frontier wouldn't pay for a hotel, so i had to use my ride who was driving back to ***** that day and drive to ***** with him. I couldn't find a flight to my destination until.two days later even out of *****, which i ended up getting with a different airline for $430.00, money i didn't have! Frontier did not refund me for their ticket , but said they'd reimburse up to $500 for my purchase with another airline. This is 14 weeks later, i still haven't received the refund! This is a charge i had to put on my credit card and which I've been paying monthly interest on!. They should also reimburse me for that interest, the trip back. To ***** the day of their flight cancellation AND all the stress and trouble they caused me for not getting me to my destination at all! I call them, i email them, but they're negligent, they don't know anything, it's a nightmare! They are keeping money that belongs to me.

  Customer Answer

  Date: 08/15/2022

  Hello,

   

  The company finally sent me a check that I received about one week ago. My dissatisfaction and complaints about Frontier Airlines are still valid. They took 4 mos to refund money that their initial email said would take 14 days. They only refunded the exact amount I paid to purchase a replacement ticket for their cxld flight. They didn't pay for the interest I paid on that amount to y credit card company for 4 mos. They didn't pay for my expenses back home from the *************** on that day of the cancelation, or a hotel stay since I couldn't find another flight till 2 days later. Their customer service is nonexistent, they are not knowledgeable, cooperative, or responsive. That company is garbage and other consumers need to know that.

   

  Thank you for your time and attention to this matter,

   

  Renata Tissot ********

• 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.

  I have been waiting for my cost reimbursement for over 18 weeks now for my rembursement. I was told 4-6 weeks. our frontier flight was canceled by frontier on 3/19/22 from ******* to ***** **. conf # KB5TJJ. Frontier sent ** an email to help ** get a new flight. On the frontier email their were 3 options. We selected option 3 when our flight was cancelled. "buy a ticket on another airline and frontier will reimburse us". I bought 2 tickets for my wife and I on southwest for $308.98 for a total $617.96 for the next day. all the receipts were sent into frontier for reimbursement. I put in to requests for reimbursement and I can?t get any straight answers from frontiers departments that I call. they answer is that nobody in the backroom can talk to anybody. The are running me in circles. Im being told it is in process. Really, over 18 weeks. Everything is computerized/digital, why is it talking so long? the 1st request code is 220321-00071. The 2nd time code is 220603-001003. my number is ************. can you help me in getting my money back.

• Initial Complaint

  Date:07/18/2022

  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 15 2022 my boyfriend and I were scheduled to fly Frontier flight #****. We purchased tickets months in advance. Our confirmation number E6FY2F. On the day of the flight, we checked in, had our boarding passes and were at the gate ready to board on time. The passengers who paid extra for an assigned seat boarded first. By the time we were allowed to board, there were no seats left. Therefore were involuntarily denied boarding because Frontier oversold the flight. We were told rebook, however when we tried to that same day at the counter, all Frontier flights were oversold that weekend to our destination. Frontier also did not provide us with a written statement describing our rights and explaining how they decide who gets bumped which the *** requires (https://www.transportation.gov/individuals/aviation-consumer-protection/bumping-oversales). As a result, we were forced to drive to our destination 22 hours away. Because of this, we ended up adjusting our return flight from 4/18 to 4/19 since we lost an entire day of vacation due to driving. I contacted customer service on 4/15 to request a refund for the one-way flight that were involuntarily denied boarding. I followed their instructions by completing a form online and wait for a response. It is now July 2022, and I still have not received a response to my original inquiry nor have I received a refund for the services there were not rendered. We as passengers are entitled to our money back. In fact we are entitled to 400% of the one-way fare due to the Over 2 hour arrival delay we experienced according to the *** (https://www.transportation.gov/individuals/aviation-consumer-protection/bumping-oversales) This is ridiculous that I have to work so hard to get my money back for the company overselling my flight. Please help me get my money back.

• Initial Complaint

  Date:07/18/2022

  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 6/1/2022 we boarded Frontier flight #** from ****** to ****** with a connecting flight after to *********. Upon landing in ****** we waited for our luggage but when it never came out we were told by customer service that it was never put on the plane and was still ******. We were told to submit a lost bag claim and follow up. We then went on to our connecting gate for our flight from ****** to *********, #***. That flight was pulling out as we were running up to it. The agents were able to put us on standby for a red eye flight some time later. Once we got home our luggage was delivered to us 2 days later on 6/3. Upon opening the luggage we noticed several items were stolen. We filed a report and claim with Frontier immediately on 6/3. I reached out today 7/18 to follow up and was told they are not liable for my stolen items and would not be compensating me. I was offered a 25$ Customer inconvenience voucher and told nothing further would be able to be done. I paid 55$ for the checked bag and have lost a value of 525$ in stolen items. This company clearly doesnt care about its customers and by the * rating displayed by the Better Business Bureau I see Im not the only one that feels this way.

• Initial Complaint

  Date:07/18/2022

  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.

  Booked round trip flight *** to DSM, and return. Return flight was cancelled (3/28), Frontier directed us to book alternate and theyd reimburse. I submitted my receipts on their website within 48 hours of the cancelled flight (totaling just under $600). For 2 months after that, they would request information via email, I would respond immediately, then it would be 2 weeks before I heard back. Then communication stopped. The first week of June I called to check the status, and after 45 min on the phone they said all they needed was my receipts and they would send the check, so I sent receipts via email (again) that day. Its been 5+ weeks since that, so I called to follow up again after there being no communication. I was transferred through 3 departments and eventually told that I needed to call a different department and that they had a multiple hour wait time, and when I said that was ridiculous I was hung up on. I called that different department which was just a dead end where I had to leave a voicemail.I dont have to look far on social media (or likely in your claims) to find that Im just one of an incredible amount of people who have been waiting just as long or longer. Their policy is that for reimbursement I had to submit receipts in 72 hours, which I did. Its so ridiculous that I dont even have a word for it, that Ive had to wait 4 months and still have no hope of resolution.

• Initial Complaint

  Date:07/18/2022

  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 June 13, 2022. I boarded a flight from ********* my destination was ********* **. I am disabled and in being so, am unable to walk. My personal wheelchair companies me on the Frontier Airlines. My wheelchair was checked in for safe keeping with this airline. While getting off onto a aisle chair I told the employees 2guys in fact that the aisle chair looked to be a size for a 8 year old child. These employees responded with oh, no this is an adult size so consequently my skirt got ripped while transferring. After seeing my wheelchair it looked as if it had gone through a demolition derby. This wheelchair was only no more then 4 months old brand new. They pointed me in the direction of the complaint office as soon as I reached my destination. The employee to me to go online and file my complaint and hed also note the incident. I followed all procedure in an orderly fashion. I took pictures they received them on June 15, 2022. Asked that I give them 30 days I did and on July 13, I got an email. They stated they will not reimburse me of my damaged wheelchair nor my skirt. My wheelchair is beyond repair wipers ripped wheel bent. It is a mobile/manual chair. Whereby, being my way of mobility. I am being railroaded. I am a disabled 69 year old woman I need this airline to honor their responsibility to me. I have all receipts. They are running me around as if Im not even a human being.

• Initial Complaint

  Date:07/18/2022

  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 the Discount Den reward for $99. Each time I attempted to book a flight, I was unable to get my promised discount. When I did make a purchase, I called to get the discount and was told I should have gotten it, but since it was already booked, I couldn't. I asked to refund the $99 Discount Den, that I never used, but was told they would not refund it. I believe the entire Discount Den is a scam and want to be sure others are warned so they don't make the same mistake I did. I don't have anything to upload, but I can prove I am a member and show that I was unable to get the discount.

• Initial Complaint

  Date:07/18/2022

  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 tickets for a flight on Frontier airlines on Nov 21, 2021, confirmation number FGNBYH. I had to cancel the two tickets on Dec 11, and was given a credit for $1007.08, after having to pay a penalty of $161.64 that was deducted from my total purchase price of $1168.72. That confirmation number was also FGNBYH.I was under the impression that I had one year to use my flight credit, but it expired after only 4 months. I believe the industry standard is one year, and I think this is an unfair business policy, especially for such a large sum of money. I am seeking reimbursement of either the total or a portion of the $1007.08. Thank you.