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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

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:06/10/2025

  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.

  On May 7 I had a flight booking from ****** to ******* with a layover in ****** with Frontier. It was a booking for myself, my husband, our toddler with her own seat, and our infant son in my lap. Upon arrival at the flight on June 9th, they told us my husband would not have a seat on the flight because he was low-priority. We were a family of 4. I do t see how they had to split up the family. But ok, so we end up splitting up, infant with me, toddler with daddy. They end up saying oh just kidding, we have a seat for him! So they take his carseat and stroller for our toddler, check it under and have our toddler sit in her seat and bring my husband on to 6B... only....6B already has a passenger in it. So then they say just kidding, the flights full again, please get off. So my husband leaves with our toddler again.... except this time they kick him off, DIDN'T return his carseat and stroller and take off. NOW, he is stranded in ****** with our toddler with no carseat, no stroller, and I ended up having to push 2 strollers, carry the carseat, plus my bags through ****** because they failed to give it back. I had strangers coming up to me saying I was carrying too much alone out of shock. They then tell my husband the next flight they can get him and my daughter out on out is 4 days later. Then unceremoniously leave him in the lurch, offering a pathetic $100. That doesn't even cover food for 4 days, let alone the fact that they stole his stroller and carseat from him so now they can't even legally drive because he has a toddler! After calling in, they claim that there was no overbooking and are gaslighting him and that there was nothing wrong or overbooking noted in the system. They're even gaslighting us and saying he wasn't even on the booking to begin with. Which is hilarious because how did my confirmation number print out his boarding ticket along with all of ours? How did he make it through ***? Their customer serv. is gaslight central and dont want to help.

• Initial Complaint

  Date:06/10/2025

  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.

  Purchase date: May 20th Plane ticket total: $180.96 Car rental total: $90.48 On June 1st 2025 I was supposed to fly from *** (***********) back to my home in *************. I arrived at the airport at 12pm and was immediately told that my flight would be delayed until about 7pm; even though this information was not available when looking at their website. I waited and waited with them further delaying the flight 2 more times and then eventually cancelling the flight. I was told that there were no more flights to ***** for another 3 days and that my only other option would be to fly to *******. I asked at the desk if I would get a voucher for the car rental that I would have to take since my car was at ******************* and I would have to drive from ******* to ***** to pick it up. I was told they were not giving vouchers but to reach out afterwards to be reimbursed. I have reached out to Frontier on multiple occasions each time being told something different. I have filed a claim with them with my receipts and was told I would get a response within 48 hours. This was over a week ago. When I call the company I am only directed to message with them, and the issue never gets resolved.

• Initial Complaint

  Date:06/10/2025

  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.

  We booked a flight months in advance from ********* to ****** on June 10th and then from ****** back to ********* on June 15th. When we arrived at airport check in, we were informed by the agent that our flight had been cancelled, yet we never received an email from frontier, and our booking was still showing our flight as on time (and allowing us to check in even though it was supposedly cancelled days ago). There were no more flights to ****** so management suggested we look for flights on other airlines, but day of tickets are much higher priced and management told us they could not compensate us for the difference in price even though we only had to pay it because of frontiers error and incompetence. We ended up calling frontier, but they said all they could offer us was a refund and some 75 dollar vouchers (which we dont plan on using as we dont trust this airline to provide an acceptable product). We ended up having to drive nine and a half hours to ******, eating up two of our vacation days, costing us the amount we prepaid for airport parking, costing us the deposit for our car rental, and causing us to miss 3 college visits we had planned. We are thoroughly upset that we had to pay for frontiers error and were not compensated further for an issue that was completely caused by the airline and given minimal effort to resolve. We are now out of both money and vacation time that we spent our PTO on.

• Initial Complaint

  Date:06/09/2025

  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.

  We flew from Sea-Tac to *** on June ******. We arrived 2.5 hours early to make sure we got to our gate on time. We stood in line at the ticket counter along with about 100 other passengers waiting on an agent to check our bag in. The agent, from what another airline told us, was an hour late. When we finally got to the counter the agent told everyone if you checked in online and have your boarding pass on your phone. Take your checked luggage with you to the plane. My husband and I had several items in our checked luggage that we knew could not go through carry on procedures. We told the agent this bd he said he was done for the day and would not be assisting anyone else. He told us he would call the gate ahead and security that passengers would be bringing their checked baggage. At this time boarding of our flight had begun and we had yet to go through security. At security they confiscated 1 knafs knife lander 2-$140, 1 demco knife ed20- $220, ********** knife $50. Total of $410. I am waiting a reimbursement for the item that where taken due to the Frontier agents inability to do his job. We did everything correctly and packed the item in the checked luggage wrapped in plastic. These items were the because we were made to bring our luggage to the gate ourselves and not taken by Frontier staff.

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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.

  Flight was delayed over 2 hours to no water in a sink. It caused me to miss my connection, then I had to wait in line over an hour for my bag. Stood in line for them to tell me they dont work with other airlines and they arent flying to my destination for 3 more days. Handed me a QR code to file a refund on my own time. Had to book a hotel and flight with a different company to get to my destination. This is a joke of an airline

• Initial Complaint

  Date:06/09/2025

  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 cancelled a round trip flight on 6/8/25 with this confirmation number: DY1SXY. It was for $198.I used the credit to purchase another ticket with this confirmation number:PF8SYZ for $117 round trip. I did this on the same day on 6/8/25.Nowhere did it specify that the remaining credit would be forfeited. I was on hold for 1 hr and 20 minutes in their chat to talk to someone on 6/9/25 about 12 hours after this was done. If I had known I would have lost $80 on this, I would've kept the credit for a future flight and purchased the new ticket for $117 separately without the credit. There was no customer support for questions when I first tried to change my flight online--it was initially grayed out even though I was doing this more than 8 days before departure and purchased their Economy Bundle. It took a very long time to figure out that I had to go through another page on their website to do this after I used their automated chat, but nowhere did it clearly inform me that the remaining credit would be lost since the new fare was now lower. How convenient that if the fare had been higher, then customers need to pay the difference when it is in Frontier's favor.

• Initial Complaint

  Date:06/09/2025

  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.

  On May 23, 2025, my wife and I flew Frontier Flight 2920 with our 18-month-old child. A gate agent allowed us to sit in an empty row, but once onboard, a flight attendant named ***** responded with hostility. He cut off my wife while she tried to explain and ordered us back to our original seats. Later, he made sarcastic comments about us within earshot of other passengers and deliberately skipped us during beverage service. On our return flight (Flight 2683 on May 26), we were delayed by over 100 minutes, disrupting our infants nap schedule and creating further stress during travel.I filed a complaint directly with Frontier, asking for a full refund and additional compensation. After weeks of back and forth, they declined to acknowledge the flight attendants conduct and offered only two $75 vouchers.

• Initial Complaint

  Date:06/09/2025

  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 wrote to Frontier requesting a refund for the following flight JMHCXR , which was from ************ to ************, on 30 May 2025.Frontier Airlines: ******************-****** was record locator My husband and I were flying to SJU on May 30th - flight was delayed ( 3 hours) due to:1) Mechanical failure(s)2) drunk and disorderly passenger had to be removed with force - very unpleasant and feared for our safety Frontier sent a $25 voucher?? NO this is not how we treat passengers very dismissive!!I want my refund that I requested, not to be pawned off to a CSR who copies and paste replies **

• Initial Complaint

  Date:06/09/2025

  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.

  May 11, delayed flight. Flight was scheduled for 7:00 P.M. delayed until the next day. Followed all instructions and filed an email request for refund and continued to email back and a month later no refund issued.

• Initial Complaint

  Date:06/09/2025

  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.

  - purchased tickets on May 2, 2025 paid $735.92 - first flight was May 22, leaving ****** with a layover in ******* and a connecting flight to ******. - when we landed in ******* there was a plane parked where our plane was supposed to be, this caused us to sit on the plane for an extra hour and miss our flight. Frontier also did not assist us in finding space for our luggage on the flight. We were in row 4 but our luggage was placed on the back of the plane. - we were told the next flight was on Saturday, this was Thursday so we decided to rent a car because I had a job interview and a house showing that we missed. - all frontier employees were extremely rude and not helpful at all - when going to rent a car, the prices were not the same as they were online, costing us an extra $500 after we already paid almost $800 for our tickets. We also had to pay for gas and tolls of the rental car. Along with food since our timeline was so disrupted. - on our flight back, our seats that we paid to choose were taken away from us and we had to rush to the counter to get seat assignments. - as we go to get on the plane, the Frontier employee states that they have to check our bags since they dont have enough room for them in the bins. We stated that we paid for that amenity and expect to be reimbursed. - after arriving at **************************** we went to baggage claim, although that was not in our original plans. We waited for a long time for our bags to come out and finally my boyfriends came out but mine did not. - it has been 2 weeks since this incident and I have not received any communication from Frontier airlines about their mistakes. - we have filed claims and complaints online for my baggage to be returned and for a full refund. Nobody will answer my phone calls or emails. - I expect a full refund from Frontier Airlines. This includes the cost of our flights, the rental car, and my lost baggage.