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Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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

    • 6,430 total complaints in the last 3 years.
    • 1,561 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:07/21/2022

      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.
      On April 17th, we were returning to *** (*******, **) from *** (**********, **) with a connecting flight in the middle at *** (*******, **). However, the connecting flight from *** to *** was canceled due to the bad weather. We were told we would receive a link for our refunds and someone would contact us as well for reimbursements (this was once by someone at the gate counter). Unfortunately, the link sent in the email did not work due to half of the flight being taken - PJU to ***. On the other end, the second flight from *** to *** was canceled. If this happened in ********** before the first flight of that day, the link probably would have worked. But the weather did not turn for the worse until we reached *******.The agents also said they did not have hotel or travel vouchers to give to us at the moment. Plus, the flights for the next 2 or so days sold out almost immediately due to the number of passengers needing to get home. To give perspective, there were 3 or more flights cancelled at the same time as ours where passengers were looking for replacement flights to their destinations. Knowing we could not get a flight out, we opted for a hotel and rental car to drive 7 hours back home. What contributed to this decision was us waiting from 7pm to after 1am for them to tell us what was happening. We were EXHAUSTED!!!! With no one willing to help us or give pertinent information, it was time to go. After making our decision to leave the airport, we had to find our luggage. That's when we found out about the employee shortage with Frontier. They had ONE person there pulling the luggage. She was super sweet, but that was alot for her being that this needed to be done for at least 3 PLANES!! We didn't get our luggage until about 4am.After that ordeal, all we wanted was the reimbursement for car rental, hotel, and the flight that was cancelled. I have multiple emails requesting contact where Frontier refuses these requests and refuses to call me. I need my money.

    • Initial Complaint

      Date:07/21/2022

      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 was diagnose with COVID-19 on Friday July 8, 2022, I was rushed back to the hospital by ambulance on Friday July 15, 2022 for dehydration and pneumonia. Attached you will find a copy of my medical condition from my primary care physician; *****************************. I called Frontier Airlines to request change my departure and return date. I was told to complete Frontier Airlines' incident form with documentation from my doctor, which I did, and a Support Specialist will contact me within four hours after the documentation had been received. I have called every day since receiving the incident confirmation number, and have been given excuses after excuses. No one from Frontier Airlines has contacted me as of this date. At this point I do not want to travel with this airlines because of deceitfulness and untrustworthiness. I would like to receive a refund for the airline ticket purchased.

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

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