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/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

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:07/16/2022

  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 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:

  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,*************************************** 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:

  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 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:

  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 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:

  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 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:

  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 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.

• Initial Complaint

  Date:07/14/2022

  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 had a flight scheduled back from *** to ****** for 5 people. Got to the airport at 4:30 am and once there was told the flight was cancelled. Went to the clerk and all they were able to do was give us a voucher with 3 options. Did the claim the same day for a full refund of another flight home. They did not even offer to help us find another flight. Since then I have been emailing and chatting with them to get my refund. They keep giving me the run around. First told it would take 4 weeks. Just called this week and said the check went to the bank and it can take another 6 to 10 weeks. I am not a rich person. The money spent to get home was everything that I had. I did explain this to them and they don't care. Then got an email from a **** and she gave me a check number along with amount. Said checks will be mailed out the next day; this was on July 5th. I have not received my check.

• Initial Complaint

  Date:07/14/2022

  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, we had a flight from ********* to ********, with a stop in ****** on 7/7/22, we went to check in for the flight the day before. Our confirmation code is RDELHT. We could not check in without choosing our seats and being forced to pay for them. We tried to call Frontier up, but they had a line for several hours and we could not wait any longer. Then the next morning before the flight, we talked to the Frontier people at baggage check. They said the flight was oversold, and that if we did not pay for our seats, that we would be flying to standby. We explained to her that this does not mean we need to pay more for our seats, when we are guaranteed seats on the plane already. She said she could not give us a refund and to call the general help again. We did that BEFORE our flight, and got through. They said to submit an inquiry online. We explained that we wanted this taken care of BEFORE the flights, and they said the best they could do was get an answer within 72 hours. When we got a response they apologized for the seating error, admitting guilt, but saying they still could not issue a refund. We called up AGAIN. We were on the phone for an hour, and the general help said they had to pass us to their operations team but they would issue the refund. After being on hold for another 10 minutes, we got to the operations team. They claimed there was nothing they could do, because the flight already took off, and we had the seat. We asked to talk to a manager, and they came on the phone. The manager rudely said what do I expect him to do and hung up on us. It feels beyond crazy to get charged $48 for a seat we did not care about, and would have picked a different seat IF we were going to be charged.

• Initial Complaint

  Date:07/13/2022

  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 a flight and they refused a refund even though it was within the 24 hours. I then caught Covid and kept calling because the line stayed busy. I ended up reaching out on ******** and they offered a credit after a month! There was no available flights to my destinations. And, could not travel within the short week they gave me to book a flight and I still had Covid antibodies and symptoms they did not even care or honor it. I have other airlines who have accommodated me with Covid and the pandemic going on. I know the policy and I tried to adhere to the policy but ended up wasting my money that I do not have to waste. I work my hard earned money. A family also passed during the time I was suppose to take the original trip but frontier was so rude and did not want to hear it. Its was almost $700 and no flights were even available for the destinations I was suppose to go to. I disputed it with my bank but they came back and took the money and I still Didnt get a flight credit. When I tried to book the credit also said invalid. I still do not have a resolution

• Initial Complaint

  Date:07/13/2022

  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 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.