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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

    • 6,418 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2022

      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 fianc and I were supposed to fly on Frontier airlines on April 18th, 2022 from ** to ******* and Frontier cancelled our flight so we were not able to go on our trip. Its been months and we still havent received our refund check. I have reached out through multiple outlets (email, online form, calling, message through ******************** and there has been no resolution. ***************** go unanswered & when I call Im constantly transferred to another department. Ive been told I would receive a refund check and then weeks later still nothing and they ask me the same questions again. I have been polite and provided all information that was needed to process the refund and still nothing. We are owed $629.92.

    • Initial Complaint

      Date:07/13/2022

      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.
      Traveling from ******* to ****** I had 3 bags (which I paid $69 per bag for before overweight fees) the first 2 bags were well under weight and when I put the 3rd bag on it was overweight and their agent said the fee was $50 so I told her that I would switch items to the other 2 light bags but she didn't want to retrieve my other 2 bags because she said they were too busy so I asked to speak to a supervisor and then she said ok forget it we won't charge you for the overweight bag and not only did she lie and charge me but she charged me $100.

    • Initial Complaint

      Date:07/13/2022

      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 was forced to purchase a carry on bag at $64 for my purse which is a personal bag, on Frontier airlines website, personal bags are free. The ticket agent in ********* gave me the number to call and advised me to call and request a refund. I have emailed Frontier customer support to make them aware that their agent advised me to request a refund, and the support agent who was not only rude, short, and lacked any customer service skills, would not assist. Even after I explained it was Frontiers ticket agent who told me she was unable to process my refund and to contact customer support. This is the first time Ive experienced such poor quality customer service from **********************.

    • Initial Complaint

      Date:07/12/2022

      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 flew on a flight from Bismark to ****** on 7/10. Soon after landing, I realized that I had left a highly sensitive laptop in the seatback of the airplane. I contacted airport lost and found, but they said that Frontier airlines gathers and collects their own lost and found rather than using the airports. I called frontier, and was told to fill out an online Lost and Found form, even though I was positive of the location of the laptop, and could even see the location on my device locator. I filled out the form, checked the status the following day and tried to add in as much additional information as possible to expedite this process. I called again the next day to see if there is an update and if I can pick up this laptop, but was told that there is no way to tell whether Frontier has this laptop, and that I will need to wait up to *********************************************************************************************** not. They insist there is no way to pick up items that were left or check on the status of items that were left - even highly sensitive ones. I am certain of the exact location of where the laptop was left on the plane (in the seat-back pocket - and I was the only person in the row, and I could view the location the full time on my GPS locater for the entire evening, and know that it was at the airport gate. It is critical that I locate and pick up this laptop as soon as possible, and feel that waiting ***************************************************************** fact find the device is completely unacceptable.

    • Initial Complaint

      Date:07/12/2022

      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 flew on Frontier Airlines from ******/*** airport back home to ****** and when I retrieved my suitcase from baggage claim I noticed a large four inch gash/tear in the back of my suitcase. Once I got home I filed a claim on the Frontier website within the four hour timeframe so I figured the damage would be covered. This suitcase was brand new and had never been used until this trip. The claim was denied as they said the damage was normal wear and tear. So I called the call center and again was told it was normal wear and tear and I couldn't re-open the claim to dispute the denial since it would just be denied again. It is impossible the gash/tear was due to normal wear and tear since the bag was new and not damaged when I checked the bag in at the ticket counter. The damage looks to be caused by something mechanical in nature as it pierced the outer layer and scraped the lining as well. It almost seems Frontier won't take any responsibility for any damage and label it all as wear and tear. Frontier Incident #******-001510 Thank you for you help,*************************

    • Initial Complaint

      Date:07/12/2022

      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.
      date of transaction: 1st July 2022 amount: ****** dollars Hi there,I need to change my 2 reservations with frontier( K7SPPV, YY4YKC) on 19th July due to a sexual assault case. The police and detectives asked me to assist with their case. Therefore, I need to change my trip and ask for a refund for my current reservation. I really hope someone could help me with this. I really appreciate your help!Best,Tingran

    • Initial Complaint

      Date:07/12/2022

      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.
      If no stars were an option, thats what I would put. They dont even deserve one star. I had a flight to *********** on May 2, 2022. The flight was missed when a front desk person who was responsible for checking in the frontier passengers said she was experiencing technical difficulties with the computer she was using and that I wouldnt be able to board because it was too late because the doors had shut even though I was there hours early! I then had an 8 hour layover in *********. The next day, I board the plane and I needed help lifting up my luggage, instead of the flight attendant helping me, he insisted that I had the wrong size bag and that it needs to be under the belly of the plane. He told me that i cant keep it or hold on to it and that hes going to take care of it for me. And that I dont need to worry because it will follow the flight. I havent seen my belongings since then. I personally believed the flight attendant stole them because when we were getting off, a flight attendant mentioned that a bag would be somewhere but cut herself off as if she made a mistake speaking up about the bag. Once I got off at *********, I was told to not check baggage claim bc my bags were under the plane. Even though I still looked, they werent there. When I made it ***********, my bags still werent there. So I filed a claim about delayed/loss luggage while still in *********** hoping to find it. Frontiers delayed baggage claim representatives were updating me for a while about the where abouts regarding my luggage but the last update I had from them was June 7, 2022. Prior to that last update, I had been asking to get reimbursed but I was told that they werent going to reimburse me because they are actively still looking for my bags. When I asked to speak with a supervisor, she said one isnt present because she was working from home. I was also asked to confirm that I received my bags knowing I havent because we had just spoke. Havent heard from them since.

    • Initial Complaint

      Date:07/11/2022

      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.
      05/05/22, I TOOK FLIGHT 155 TO ****** AND CHECKED MY BAG,ONCE I ARRIVED MY BAG WAS NOT THERE, I FILED A LOST BAGGAGE CLAIM(CLAIM#CUNF946393581) AND STILL HAVE NO UPDATE. IT HAS BEEN 3 MONTHS AND EVERYTIME I CALL, THEY ADVISE ME TO WAIT ***** HOURS FOR A RESPONSE FROM THE AIRPORT AND I HAVE YET TO RECEIVE A CALLBACK OR UPDATE. THEY LOST MY BAGGAGE AND REFUSE TO COMPENSATE ME FOR MY BELONGINGS

    • Initial Complaint

      Date:07/11/2022

      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.
      Myself and a friend were scheduled to go vacation to ********* arriving June 17th and returning June 20th. We went through Priceline to book our trip where we were booked to fly frontier airlines. This was our first experience flying Frontier. Im making this complaint because when I booked this trip I specifically put that we were to leave Friday June 17th and to arrive Monday morning June 20th at 6:23am. On Sunday morning morning I went into the Frontier app to check in since we were to fly out that night at 11:23pm. This is when things took an interesting turn. I noticed that there was no check in until 11:23pm that night meaning we were now scheduled to fly out Monday night arriving Tuesday June 21st. I called Frontier and the gentleman I spoke with was also confused as to what happened. He said to me that it did not make sense and that I should have been leaving that night. He placed me on hold several times and then came back after the third time saying that there was nothing that could be done that I was not to fly back until Monday night. I expressed several times that I booked to arrive home on Monday and not Tuesday morning. After getting nowhere I asked him was there a flight available for me to get back home by Monday. He first said no; then said oh yes there is one leaving tonight at 11:23pm and arriving in ******* at 6:23am. I was so taken back because that is the initial flight that I had scheduled so I asked for a supervisor to get clarification. She told me there was nothing they could do and that I would have to pay $320 total to change our flight; meaning $160 per person. Because we would have been without a room come Monday morning and we both needed to be home as we planned on Monday morning we were forced to pay the additional money to get home. To be honest I dont know if this is a tactic to get more money from customers but I have flown with other companies and have never had anything such as this happen to me.

    • Initial Complaint

      Date:07/11/2022

      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.
      Conf # MBHFSZ. 5/29/22. Flight canceled by Frontier for 8/10/22. $50 vouchers per person ( 5x$50=$250) for the inconvenience. Never received it. Called and Frontier stated that was no longer their policy for upcoming flights.

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

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