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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

    • 6,416 total complaints in the last 3 years.
    • 1,608 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:07/17/2022

      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.
      We booked a flight for 7/17/2022 but had to cancel due to missing documents. We contacted customer service and they charged us a cancellation fee and also only credited the amount left from the payment for further flights. Even after we explained the situation multiple times. We don't plan on flying any time soon and the "credit" they gave us expires in October 2022. I spoke to a customer service agent ******, and she didn't do anything to help us resolve the issue. I asked to speak to a supervisor or someone higher up and she said she was the highest level of supervisor. She did nothing to help and even said that because it was our fault they cannot return any money. The cancellation fee is $237 and the "credit" we have is $246.92. Very unprofessional.

    • Initial Complaint

      Date:07/17/2022

      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 July 11th i reached out to Frontier both in person at ******* and over phone. The agent at ******* suggested i complete an incident form which i did. My incident #******-001220 which someone responded to apologized and stated they would be more than happy to change my flight date all i had to do was let them know and they made me aware that i would be responsible for the fare difference. It was worded "Please note that fare difference would apply. I have been calling to change flight and stating exactly what i was told that the fare difference would apply but they continue to state that all other fees/changes apply even though the incident response state the fare difference it mentioned nothing regarding me paying other fees so i was factoring paying the fare difference. the only time any other fee was mentioned was when i was told if i wanted to cancel a fee of $99per person for cancelling would apply. If i was expected to pay any other fee regarding the date change it should have been stated in the response once it wasn't mentioned i assumed they had waived or wasn't going to have us pay anything other than the **** DIFFERENCE as indicated in incident report. I have called and continued to get the run around as well as dealing with some rude agents i have also written to corporate office but seeing how my travel is July 27th im sure i wont get response in time as it may not reach them by then.

    • Initial Complaint

      Date:07/17/2022

      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.
      RESERVATION: KEHVJA DATE: 20 MAY 2022 My baggage was damaged during flight from DEN from ***. The airline personnel at airport provided a manual form to fill-in and never provided a photocopy of the signed form and it was informed to me that the form would be uploaded and that I would be contacted in 24 hours. However, no one contacted and I was informed by the airline contact support that since I fill-in the form online within 4 hours of landing, they cannot provide any compensation. The airline policy is ridiculous, if the baggage gets delayed (or) their own personnel provide misinformation and avoid answering questions not just once by on two occasions (06/20/2022, 06/03/2022). The photographs submitted clearly indicates the location and time of when the photo was taken. the airlines willfully choses to ignore these and provide an explanation about 1.) why they cannot retrieve signed form from their airline personnel at their airport counter: they put the burden of proof on me, after misinforming me of their policy 2.)why they cannot consider the photos as evidence of the damage they've caused. I pray to the *** that they take cognizance of this matter and resolve my dispute with the airline.

    • Initial Complaint

      Date:07/17/2022

      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.
      Flight was delayed repeatedly on 7/16 and after approximately 5 hours waiting at the airport they pushed the departure time another 7 hours. This 11 hour delay came with varying reasons. Cleaning, arriving flight was delayed, and finally mechanical issues. The manager, Diansey or Diansay Sotom (possibly Soton) and ******************* could not offer any further assistance other than to wait. No food voucher, no sleeping accommodations, no travel credits, nothing. This negligence and lack of understanding or clear communication warrants compensation. I am requesting at least a $200 travel credit to be used on future travel so Frontier can redeem such negligence. Please help. Flight # ****. Conf. no IBDZRZ

    • Initial Complaint

      Date:07/16/2022

      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.
      I have to cancel this flight ticket because I have an court date that I had to attend. I have submit all the necessary documents, and I'm still waiting for my refund or credit of $366.95 Confirmation Code: I6GL4V Incident No. 2202622-001206 " I submitted all necessary document, and Frontier Airlines still refused to refund me, or credit me."Hello *********,Thank you for contacting Frontier Airlines.I am sorry to hear that you were unable to travel as planned. In order to consider an exception for a refund due to court appearance ,we require additional information.You must provide a copy of the ( jury duty notice / subpoena ). Tickets are valid 90 days from the date of cancellation. The itinerary must be cancelled prior to the scheduled departure, or the value of the ticket is forfeited. Please review important fare information on http://content.fl yfrontier.com/travel-information/travel-policies under Emergency Events.Once we receive the requested documentation, we will hold the reservation as a credit for 90 days from the cancellation date and waive the change fee. Use your credit card to pay for any difference in cost, if applicable.If you would like to take advantage of either of these options, please attach the documentation to your email response.We appreciate your cooperation and look forward to assisting you.Sincerely,**** Customer Relations Specialist ********************** ************************************************P.S. We want yourfeedback! Please fi ll out our survey and you will be entered to win 2 FREE round-trip tickets on Frontier Airlines up to a value of$400. Click the link to take the survey:https://www.surveymonkey.com/r/5LJKB2K ************************************************CustomerBy CSS Web (*******************************) (06/22/2022 03:25 PM)Reference Code I6GL4V [Incident: 220324-001044] I have submitted therequired court proceeding document to the email, and this request.

    • Initial Complaint

      Date:07/15/2022

      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.
      Hello,*************************************** is my son. He was born on Dec 27, 2013. His mother lives in ********** (*** area). I live in *******************, ********.Over the summer, he spends time with his mother in **. Over the school year, he stays with me in **.According to the Court ordered parenting plan, I was supposed to fly from DEN to *** on July 11 (Frontier reservation I7CD4F), then obtain my son at ***, and fly back with him to *** on July 11 (United reservation CTB2F2 attached).Again according to the Court ordered parenting plan, I was supposed to fly from *** to *** with my son on July 19 (Frontier reservation L5FZ4L), then drop him with his mother at ***, and fly back alone to DEN on July 19 (Frontier reservation CH146E).I contracted Covid-19 in the week of July 7 and tested positive (test results attached).I had to cancel Frontier reservation I7CD4F and United reservation CTB2F2 (attached) for July 11 because (a) I did not have the physical strength to travel due to Covid, (b) it was not publicly safe to travel with Covid, (c) it was not wise to obtain my son with Covid.As a result, I lost my parenting time July 11-19.I worked out a modification of parenting plans with my son's mother. She is now going to return my son in Aug from CA to *** earlier than it was scheduled before, in lieu of my lost parenting time July 11-19.Since I could not bring my son on July 11 from CA to *** there is obviously no way to take him back from ** to ** on July 19! There is absolutely no way I am able to use the July 19 itineraries as they are inherently dependent on the July 11 itineraries.I demand that Frontier refunds both L5FZ4L and CH146E immediately, before I am forced to take action.

    • Initial Complaint

      Date:07/15/2022

      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.
      I took a flight from *******-**************************************** to ********************************** on Frontier Airlines. Once we arrived at baggage claim to retrieve our checked bag (which cost $64), I immediately noticed the weight of my bag didnt seem right. I proceeded to open my bag only to find out that over $3,000 worth of personal items is missing!We filed a claim with Frontier Airlines immediately and still have not heard a word! We also messaged the ** of ************************* *************************** and still NO response!

    • Initial Complaint

      Date:07/15/2022

      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 family and I flew through Frontier Airlines out of *** (*******) into *** (*********) last Thursday 7/7/2022 and returned home 7/11/2022. Upon arrival there was a delay in receiving baggage for our flight. In addition to the long wait we waited an additional couple hours trying to locate 2 of our car seats. They could not be located. Frontier airline could not provide proper car seating as they did not have any in stock only booster seats.The rep that assisted my family said we would receive a call the following day indicating if our car seats would be delievered or if we would receive funds to purchase new car seats since we lived an hour away. Unfortunately, several days have passed with no communication. I reached out several times and was told the arriving and departing airports did not have our car seats. Today I spoke with customer service and they informed me someone tried calling me at 7 AM (yes 7 AM). I have not received a call nor voicemail. The same emphasis Frontier puts on flying it customers safely I believe should be taken just as seriously travelling with my children safely. This is not just a misplacement of baggage. This is poor customer service and handling of this issue. There is no reason I should have to go through this much when I followed everything properly at check in. Frontier has no problem implementing certain travel protocol and fees this should be recipricated. I've flown through other airlines & any issue was promptly worked out.

    • Initial Complaint

      Date:07/15/2022

      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.
      Booked a flight, received a flight credit, unable to use credit. FRONTIER *****. I WANT MY MONEY BACK. THE WORST AIRLINE EVER. THE WORSE DECISION I EVER MADE WAS BOOKING A FLIGHT WITH THEM. NEVER AGAIN.

    • Initial Complaint

      Date:07/15/2022

      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.
      The self-check-in kiosks for Frontier Airlines were not working upon arrival at the airport. The boarding pass within the app said the flight was to depart from Gate D1. Once I arrived at gate D1, there were two frontier representatives diverting me and other frontier passengers that also arrived at the wrong gate due to a last-minute gate change. Getting from Gate D1 to E10 requires over a half a mile walk or a train ride to get between terminals. Once I arrived (along with 20+ customers), gate E10 was closed and no Frontier representatives were around to find a resolution. Frontier was overbooked on all the following flights and only had options for later in the week. I ended up having to book a $700 flight through Delta airlines to make it down to ******* to meet my children that were waiting for me.

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

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