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: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.

  Frontier Airline is a bait and switch company. You should not treat people travel plans like this. Why have flight options that you will just delete or change. People plan thier trips around the flights. It is not OK. Especially since weather was not a factor.Purchased round trip flight for my son (6 years old) and myself March 4th for travel in June.Original flight: Flight #**** on June 7 at 12:39pm departure. The trip was changed multiple times for a couple of months. The changes in time we small, so it was fine.Around April 16th, the flight was changed to a red-eye ********** flight: #**** on June 7 at 9:21pm.We did not select a red-eye flight, so we called to change this flight. The only non red-eye flights available were on Friday. They just decided to cancel all flights on Saturday except the red-eye flight. New-New flight: #**** on JUNE 6 at 1:02pm. arriving into ******* at 8:45pm. June 6th at 9:30am:Day of the flight we got a message saying the flight was delayed for 4 hrs and 30 minutes. This would have put us into ******* at 2:00am. Remember, I am traveling with a 6 year old. Not ok.Frontier was not helpful, as they only had one plane and it was delayed 2 flights before our flight. ONE PLANE. It had not even reached ******* to leave for LAX (our origin). We had to cancel the Frontier Airlines flight and book something on a completely different airline. Of course booking the day of travel was much more expensive. Our original flight was $471.92 round trip for my son and I. Now it was $972.34, with a 1 stop connection. $500.42 more I fell like this airline is a bait and switch. They get you to buy a flight at a really great price, only to change is so many times to maximize their profit. Not considering the inconvenience.

• 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.

  Our lay over flight was cancelled by the airline 6/1/25 from *****, ** to *********, **. There were 8 in my party including a 85 yo disabled parent. No new flight was scheduled for us that day and we rented a van to drive 12 hours home as we had children and jobs to get back to. We called them the next day to ask about a refund and were sent a text it would be ***** hrs. The next day we got a text they put on a flight 3 days later 6/4/25. We called to advise we were home and did not ask for a flight. I have an email from them advising they would refund the full flight and luggage but we needed to go the the airport Frontier desk. When we arrived after driving 1.5 hrs we were told they do not refund at the airport. No one answers the customer service phone line. I finally got through after calling reservations. The option they gave us to get a full refund was to pay another $200 pp ($1600) for a refundable ticket or they would give us $1900 (half) minus $120 cancel fee for each of the 8 tickets since they rebooked us and said that we cancelled. We did not request to rebooked 3 days later. They are all very rude and I have been hung up on numerous time when trying to resolve this. It's bad enough we are out of pocket for the rental vehicle, gas and time but this is horrendous customer service. This flight was cancelled by them we did not cancel and feel that we are entitled to both our flight and luggage fees. Just for the record our original flight 5/31 was cancelled by ***** and they refunded us the next day along with $150 reimbursement for lodging and a $200 future flight voucher. That is excellent customer service. ****************** should not be allowed to operate like this. They were our only option and I feel extremely taken advantage of. Your assistance is much appreciated.

• 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 purchased an airline ticket from Frontier Airlines totaling $332.78 for a round-trip ticket from *******, ******* to ************, ********. The trip to ************, ******** was good with no problems.The return trip home from ************, ******** to ******* ******* on Sunday, June 8, 2025, was beyond disappointing and I lost so much time. I arrived in the ******************** at 10:00 a.m. for a flight that was scheduled to depart at 12:08 p.m. The first email I received stated that the flight was delayed due to a late arriving aircraft and departure was estimated at 12:51 p.m. The second email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 1:15 p.m. The third email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 1:30 p.m. The fourth email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 1:45 p.m. The fifth email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 2:10 p.m. The sixth email I received stated that the flight was delayed allowing for aircraft maintenance and departure was estimated at 2:35 p.m. This time the flight finally took off and rather than arriving in *******, ******* at 2:33 p.m., I arrived 2 hours later at 4:33 p.m. I am requesting a refund or a credit for $166.00 to compensate me for spending an additional 2 hours and 27 minutes in the airport without food.

• Initial Complaint

  Date:06/08/2025

  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 29, 2025, I bought 2 tickets from *** to *** using my debit card without issue (conf NCUHHC) Upon arriving at the airport on June 5, I was unexpectedly denied boarding due to an fraud alert associated with the purchase. I immediately contacted my bank, which confirmed that there was no fraud alert or block on my card and that the transaction had processed successfully. I relayed this information to the Frontier boarding staff and showed them the confirmation, but was still denied boarding. While trying to resolve the matter over the phone with Frontiers customer service, the flight departed without **** was informed I would need to purchase a new ticket and was told the original fare would be refunded. In order to continue my travel, I had to ask a friend, ****** Vyrvich, to purchase a new ticket for me.Later that same day, using the newly purchased ticket (MDW to *** via ******), I was finally able to fly to ******. However, during boarding for the connecting flight to SLCafter an already long 17-hour layoverI was once again pulled aside and told there was a fraud alert on the new ticket. I was asked to provide my friends credit card # and his ID. Given the early hour, it took time to obtain the required information, and by the time I was able to do so, the flight had departed.This left me stranded in ****** with my young daughter, having paid for the flight twice, with no funds remaining on my debit card. Despite having cash on hand, I was unable to purchase another ticket due to Frontiers policy of not accepting cash. Throughout this ordeal, Frontiers customer service was unresponsive and unhelpful, with multiple agents providing no clear explanation or resolution. I was repeatedly transferred between departments without progress.If there truly were concerns of fraud, I fail to understand why I was permitted to board the flight to ******, yet denied onward travel despite providing every piece of information requested.

• Initial Complaint

  Date:06/08/2025

  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.

  In March 2025, my Frontier flight was repeatedly delayed and ultimately canceled after passengers had already boarded, due to pilots exceeding their allowable flight hours. The handling of the situation at *************** was unacceptable. Although a hotel was eventually provided, it lacked the promised transportation, and after waiting 3040 minutes for a shuttle that had stopped running at 9:00 PM, I returned to the Frontier desk where a representative responded with hostility, profanity, and refusal to assist. Requests for a supervisor were dismissed, causing further delays. Upon finally arriving in ********** on April 1, 2025, I discovered that my checked luggagecontaining not only essential work clothes and shoes but also personal items valued at over $1,000was missing. Despite following Frontier's instructions and checking the bag twice, it has now been missing for almost three months. Daily calls to Frontier have yielded no resolution or supervisor follow-up, only dismissive and unhelpful responses. The lack of professionalism, communication, and accountability has been deeply frustrating. I request a formal response, reimbursement for incurred expenses, and immediate action regarding my missing luggage.

• Initial Complaint

  Date:06/08/2025

  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.

  Me and my wife were booked on a return flight back from vacation on Thursday, March 20 from *****, ** to *******, ** departing 12:42 PM. Frontier Airlines cancelled our flight and sent us notification at 7 AM on the day of the flight. We were not given any rebooking options until the following day. The two rebooking options we were given were extremely long duration flights with stops; a 11 hour flight time and a 18 hour flight time compared to a 3 hour original flight time for a non-stop flight. We were not given any information around compensation for extending our lodging, transportation or meals. Not left with any choice, information and given the return flights with significantly longer travel time, we ended up booking return flights with United Airlines for $732 on the same day.Upon our return, we contacted Frontier Airlines to understand the reason for cancellation and were given a general response of "environmental reasons". No further explanation was provided. We reached out to Frontier at least 3 times post the initial response with no response. We are seeking the following via this complaint:- Provide a clear reason why the flight was cancelled? The airport operations were fully functional at the time of the original flight with no delays and closures. There was no weather in the area. - Why were compensation options not offered due to the cancellation?- Why were like-in-kind options not offered for rebooking? Providing options with total flight duration of 11 hours and 19 hours with multiple stops is not like-in-kind. The airline should be penalized for this.- Why are we being ignored and no responses to our emails?- Provide a refund of the flights we rebooked of $732.More so, for the customers reading this, and planning to book with Frontier airlines, beware of such cancellations that can cause thousands of dollars with losses, distress, anxiety, fatigue, disruption! Total lack of customer service and accountability!

• Initial Complaint

  Date:06/07/2025

  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.

  Flight was cancelled from DEN to GRB on 6/6/2025. New flight was booked for the following morning. Asked on three occasions for meal voucher, which per DOT, "A green check **** on the dashboard means an airline has committed to providing that service or amenity to its customers." as seen in attached screenshot. Employees continued to ignore requests. It has no been 29 hours without receipt.Took 60min for baggage, 90min for hotel voucher. Completely reasonable that BBB has rated your company an "F".

• Initial Complaint

  Date:06/07/2025

  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.

  Was promised $1000 voucher for volunteering to be removed from a flight that was oversold. They are now saying the flight was never oversold, even I was removed from the plane because the seat was double booked and I was given a new flight by the gate agent and I haveall of my paperwork backing it up

• Initial Complaint

  Date:06/07/2025

  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.

  I am requesting a Partial refund for my BF missed flight that I paid for due to not receiving ANY notice/notification regarding the flights Check in time, boarding time and/or gate number! Upon my BF arrival, he was told that he needed to be there 2 hours prior, when their website clearly states 60 minutes.. He already checked in on the app hours PRIOR to flight time, so why wasnt ANY notification sent regarding that? Why allow Check in on the app as well? He didnt have to see ANY ticket agent because he didnt have any luggage or carry-on!. I had to rebook the flight AGAIN for the next day at the Full price. There is no one to talk to about the situation because the customer service number NOR their Chat option works! You are in queue for an agent for over two hours for the chat to be terminated! I am requesting a Partial Refund for flight#**** that was on 6/7/2025 @2:42p from *** to *******.

• Initial Complaint

  Date:06/07/2025

  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.

  Our flight got delayed due to engine issues from another plane....the flight we were on did not allow any passengers to exit until the other flight was moved. For that reason we missed our connecting flight back to ***********, I had to purchase another flight with another airline back to ***********, Frontier Airlines did nothing to help. After waiting for a Resolution specialist through Chat for an hour, the chat disconnected without anyone responding. I felt helpless and the Frontier employees were very dismissive concerning my issue. Frontier didnt offer no help whatsoever. The more frustrating thing is that they dont have a phone number to speak to someone about my issue, and Im still getting charged for a service that I never received.