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.

  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:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 06/05/25 I got on a frontier flight from BWI (MD) to to *** (**) but there was a stop at *** (**). Arriving in ********* **, the flight to *** was cancelled. An agent booked a flight to *** (**) then to *** because that was the earliest that they had. I ended losing 16 hrs from work. I arrived in *******, spent eight hours at the airport waiting for the 2100 flight. How ever, the flight again cancelled. The agent requested a hotel voucher for the night that never came. When I asked to speak with a supervisor, I was told to wait for one, and when I finally got to speak with one it was around 0400. Her response was that they wouldnt provide me a hotel voucher because the flight is only 13 hrs away. Ive missed 3 shifts from work as a result and I need be compensated for them.

  Business Response

  Date: 06/24/2025

  Hi Ricardo,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your flight from X, which was originally schedule from X to X. I'll be more than glad to assist you today.
  
  Thank you so much for your patience! We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because of all the the experience you have been through at the beginning of this month, with us. I understand how important your time, money and how important your job is for you. Believe me, this is even difficult for us since we would not like to affect you in any single way.
  
  The added stress of having to wait for another flight, especially when you have work commitments. It is frustrating to know that you were not able to received the hotel voucher, and I regret that you had to go through such a lengthy and challenging process. In exchange of this experience, I have voided one of the $100.00 and issued a new one for $X valid for X days as a courtesy.
  
  Here is your $X voucher valid until  X:
  
  X - X
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit www.flyfrontier.com and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
   •  It’s not redeemable for cash.
   •  It must be booked within X days from date of issue. Note: There are no restrictions on travel date.
   •  It’s one-time use, meaning there will be no remaining value after redemption.
   •  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
   •  It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.
   •  The name on the new reservation must match the old reservation exactly.
   •  This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid X days from X until X so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  We did sent you a voucher information back on X round Xpm, while I understand you did not received it, besides that we were unable to provide other hotel compensation, Frontier most of time does not offer hotel as you can see in this table from Department of Transportation: https://www.transportation.gov/airconsumer/airline-customer-service-dashboard/complimentary-hotel-accommodations-any-passenger-0 
  
  While I understand this will not undo the experience you went through, we did everything under our control to assist you and get you to your destination. We take these matters very serious and always try to put ourself in your place
  
  I hope you can give us another chance in the future and if you need something else or if you have any other question, let me know.
  
  Have a great day!
   
  Kind regards,
  
  Sigmund.
  Customer Relations Specialist
  Frontier Airlines

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 used frontier when I went to visit *******. The day that I was set to leave, my flight was delayed and then canceled until the next day so I ended up booking a different airline. I ended up losing my bus ticket, train ticket, and a full day of work. (Im an hourly worker, not salary so every hour is important to me.) I havent gotten response and its been almost two weeks.

  Business Response

  Date: 06/24/2025

  Dear Byanka,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  Thank you for contacting and share your experience with me.
  
  I want to sincerely apologize for the troubles you have faced regarding your recent experience with Frontier Airlines. I understand how frustrating it must be to have your flight X from X to X on X, delayed and then canceled, especially when it has impacted your work and caused you to incur additional costs.
  
  I apologize for any inconvenience this cancellation of your scheduled flight has given you. I've reviewed this situation and will offer a few choices that may be suitable for you.
  
  Tickets can only be refunded using the original form of payment. We've refunded $X to the Visa card ending in X on X. It may take up to X business days for us to process your refund request back to your original form of payment, and you will receive an email notification once this is complete. Your bank may take additional days to post the funds to your bank account after our process is complete.  
  
  I noticed there was insurance added to this reservation if you had not received the refund yet into your account, we recommend you contact X Insurance (X) at X.
  
  If your flight is canceled or delayed over X hours, Frontier will place you on the next available flight or refund any unused portion of your ticket upon request. This includes taxes and fees for ancillary services not provided. The limit of Frontier's liability for these matters is subject to applicable law. For more details, visit https://www.flyfrontier.com/legal/customer-service-plan/.
  
  "One Voucher valid for X days ending on X, was be issued for each passenger. These are for Airfare only, so they cannot be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are one-time use and cannot be extended if they’re not used before the expiration date.
  
  Voucher Reference Code: X
  Passenger Name: X
  Value: $X
   
  To use the voucher via website, select "Voucher” once you've reached the payment section and enter the voucher code that will be sent to your email."
  
  I apologize again, and we highly encourage you to give us the chance to impress you on your next flight. We look forward to hearing from you. 
  
  Yours sincerely,
  
  Amilcar Rojas.
  Customer Relations Specialist
  Frontier Airlines.

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23437008
  
  
  
  I am rejecting this response because: the voucher i was provided is not only insufficient from costs of booking a new flight, canceling my train and bus tickets and losing my shift at work, but also insulting. A $100 on something I won’t use is unfair. I lost 12 hours on a shift that I needed. 
  
  
  
  Sincerely,
  
  
  
  Byanka Valenzuela

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 arrived to my boarding gate at *** a few minutes prior to the closure of boarding, and I was turned away, I was told, because the flight was overbooked, and my seats had already been given away. After that, my luggage had already been loaded onto the plane, and was sent to *******, I cannot get ahold of any representative who can give me recourse about getting my luggage back. Frontier airlines only has a chat bot that will not answer questions about getting my baggage back, I have tried calling the airport, and airport security over the lost and found. I was told these bodies could not help me. And there is no customer service line with a representative who can help me receive my luggage.

  Business Response

  Date: 06/24/2025

  Hi Gavin,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your missing bag from your last flight back on X. I'll be more than glad to assist you today.
   
  We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because you were unable to take your flight from Houston to Los Angeles as expected, and during the process your bag was loaded into the aircraft. I understand how important your time, money and time is for you, even your belonging. Believe me, this is even difficult for us since we would not like to affect you or separate you from your bag that long.
  
  After checking our database, I was able to find this claim XXX in which airport personnel reported that your bag has been found and sent back to Houston.
  
  Did you received your bag?
  
  Additionally, I have confirmed your available $X travel credit. Travel credit was issued for this ticket under your reservation code, X. Our credits are automatically created with an expiration date of 12 months for you to use on future flights with Frontier Airlines. This travel credit expires on X.
  
  To redeem your credit:
   
  -Go to http://www.FlyFrontier.com
  -Create a new reservation
  -On the payment screen
  -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
  -Enter confirmation code:X
  -Enter email address:X
  
  PLEASE NOTE:
   
  - Credits are not redeemable for cash.
  - Credits are most often issued with a 12 months redemption period and must be redeemed prior to the expiration date. However, travel can be booked as far out as Frontier’s published schedule allows (use a credit that expires this month to book travel departing in 6 months). Based on the terms and conditions, extensions are not allowed.
  - Credits may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer with a credit card.
  - Credits are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation using the credit must match the old reservation exactly.
  - If applicable, a credit card will be required for any residual value
  
  Please keep in mind that the credit is valid for 12 months and extensions are not possible. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies.
   
  If you want to see more information you can also click on the following link for more details: https://faq.flyfrontier.com/help/how-do-i-use-a-flight-credit 
  
  I am going to wait for your reply about your bag, and if you received it. Please keep in mind that check-in is available 24 hours before your flight through our website and mobile app. To ensure you and your bags are checked in on time, please arrive at the airport at least two or three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight.
  
  If you have any other question, please let me know.
  
  Have a great day!
   
  Kind regards,
  
  Sigmund.
  Customer Relations Specialist
  Frontier Airlines
  

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Previously fought a Frontier Airline credit card charge for a service (Discount Den) I did not sign up for - charge was refunded. I received an email stating that charge and service would auto-renew 6-8-25 unless I contacted the to cancel. Cannot get through on the phone provided as you must go to chat. I tried chat but didnt get a response and was eventually disconnected despite providing confirmation that I was waiting.

  Business Response

  Date: 06/15/2025

  Hi ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your Discount Den autorenewal email notification. I'll be more than glad to assist you today.
  
  Thank you so much for your patience! We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because of any email notification about your next autorenewal Discount Den membership. I understand you had a charge which you did not authorize, and have to filed a report with your financial institution about it in order to get the funds back.
  
  After checking your account, with phone number and email address, allow me to inform you that there is no upcoming nor pending charge since the one from last year. Additionally, I have confirmed that your membership autorenewal is no longer available or active.
  
  If you have any other question or do you need help with anything else, please let me know.
  
  Have a great day!
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/06/2025

  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 ordered my son a flight he has ADD he was stuck in ****** longer than expected and all his flight information changed. He is 16 but limited on memory and little capacity to understand sudden change. He was scared crying and hungry they showed no remorse. When he finally made it to where he was going he was involved in an accident the voucher they had issued on my account, they said even though I purchased it I could not change the voucher to my name without paying additional money even though it was an emergency situation. They kept hanging up on me and switched chat **** so many times. I was distraught and very emotional they were dismissive and inconsiderate. One person told me he could do it then someone else got on and said they couldn't it was a devastating experience. And their flight attendant on the ******* to ****** flight was mean to my son and allowed someone else in his seat. This happened starting May 31st with the flight departure around 1:11pm.

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 two round-trip tickets on this airline, leaving *******, ** airport on 5/29/25 and returning to the same airport on 6/1/25, confirmation #J9ZK9L. Our return flight #**** was scheduled for around 9:15 pm. At approximately 7:00 pm, while we were already at the airport, I received a text message saying our flight was canceled. Frontier Airlines staff had a line full of people and did nothing to help people get on other flights, except for instructing passengers to go to the website or app to see options. We did not have the option of waiting a few days for another return flight to ******* to become available. I had work commitments on Monday morning I could not reschedule. The only flight I was able to find to leave was on United Airlines the next morning at 6 am to a different airport, and it cost me $676.98 for ONE WAY! Our vehicle was parked at the ***************, so we then had to have someone pick us up at ************** and drive us to ******* to pick up our car. Frontier refunded the one-way flight that was canceled in the amount of $141.96. However, I shouldn't have had to incur an extra $535 to get home through no fault of ours. If they had notified customers earlier, perhaps I could have found a more affordable option to leave that same day. They notified us 2 hours before we were to take off. I want to be reimbursed for the extra money I had to pay to return home. Frontier customer service, both at the airport and on the phone, was horrible and did nothing to help me get an affordable alternate flight. I've tried searching for a phone number or email address for their corporate office to contact them directly and their website makes it impossible to do so. Their customer service representatives are no help.

  Business Response

  Date: 06/15/2025

  Hi Tininha,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your return flight #XXX from X** to X** schedule on X. I'll be more than glad to assist you today.
  
  Thank you so much for your patience. We are currently experiencing a high volume of inquiries and are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because your flight got cancelled in the last minute affecting your travel plans, and because of you had to go through additional expenses. I understand how important your time, money and plans are for you, not even mention that you would like to go back to your home and get to work. Believe me, this is even difficult for us since we would not like to affect you in any single way.
  
  While checking your reservation and return flight details, we had to cancel it first due to weather and then this original reason lead to other reason such as operational decisions. I understand that you decided to go ahead and travel with a different airline because of your work, however, Frontier will have no obligation to provide transportation on another carrier. If Frontier cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passenger's ticket in lieu of the transportation under the foregoing.
  
  The foregoing shall be the limit of Frontier's liability for the matters covered by this provision." More details can be found in the following link: ******************************************************************* Additionally, the *** states the following about Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
  
  However, you were given a $XXX.00 voucher per voucher which I'm going to increase to $XXX.00 valid for X** days. You will be able to use this voucher with your next Frontier flight. The previous voucher will not be able any more though, but here are your new $XXX.00 voucher valid until X/X/X:
  
  XXX - XX
  XXX - XX
  
  Just follow these simple steps to redeem your voucher:
  
  1. Visit ******************************* and select your flight.
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
     Its not redeemable for cash.
     It must be booked within ** days from date of issue. Note: There are no restrictions on travel date.
     Its one-time use, meaning there will be no remaining value after redemption.
     It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
     Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
     The name on the new reservation must match the old reservation exactly.
     This voucher covers taxes and fees.
  
  Please have in mind that the voucher is valid X** days from X/X/X until X/X/X so you must redeem and take advantage of your issued voucher no later than the expiring date since no extensions can be provided. Travel must be booked by then but can take place beyond that date anywhere Frontier Airlines flies so make sure you book your travel before the voucher expires.
  
  While I understand this may not return the time, experience and expenses you had to incur, I hope you can give us another chance to impress you next time. If you have any questions or something else that I can help you with, please let me know.
  
  Have a great day!
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Confirmation code: TEFR3Z. Before boarding this flight, I was forced to pay $100 for a carry-on item. My bag was within the personal item dimensions of 14x18x8. Prior to arriving at the gate, I had placed an extra piece of clothing in the bag which temporarily increased its size. After being approached by the gate agent in regard to the bag, I took the sweater out of bag and put it on my body which allowed the bag to close within the personal item dimensions. Despite doing this on the spot and showing the agent, she insisted that I pay the carry on fee and would not allow me to board the flight if I did not do so. I am requesting a refund for this fee due to the erroneous reasoning for which it was imposed. If a customers bag is able to close and measure within the policys stated dimensions prior to boarding, they should not be forced to pay a fee in order to board. I also attempted to escalate the issue but was told I would miss the flight if I did not pay immediately.

  Business Response

  Date: 06/15/2025

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your additional personal item fee. I'll be more than glad to assist you today.
  
  Thank you so much for your patience. We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I'd like to apologize because of the experience you had while in the airport, and the fact that you had to pay this additional $XX.00 bag fee even though it was inside our standard measurements. I understand how important your time, money and plans are for you. Believe me, this is even difficult for us since we would not like to affect you nor force you to incur with additional expenses.
  
  It is not our intention to charge for additional items during your departure flight, however let me remind you that our personnel at the airport is constantly and properly trained on regards to evaluate and measure personal items so bags must be no larger than the maximum size allowed for personal items which are: 
  
  14"H X 18"W X 8"D (think purses, totes, computer bags, briefcases, diaper bags and kids backpacks). If the personal item does not meet the requirements, it will be charged due to safety reasons.
  
  We are becoming very strict with the sizes of the bags to make sure everyone complies with the regulations. If you were not charged before, I completely understand, but we need to start following the procedures to prevent any misfortunes. You can check more information regarding this topic on our official website at the following link: ***********************************************************************
  
  After considering your case and decided to stick on your side, as a one time exception we have issued a $XX.00 refund which will go back the **** ending in XXXX. Refund process can take X business days to be completed plus any additional days that your bank can take to post these funds in your account.
  
  Thank you for giving us the chance to assist you today and I hope you can give us the chance to impress you next time. I know you have had a very difficult and disappointing experience with us recently. Our airport personnel bear many responsibilities, one of which is ensuring that our customers have a good experience when traveling so I have forwarded your feedback to our leadership team located in X** to try to minimize as much as possible this type of unacceptable situation.
  
  If you have any question or do you need help with something else, please contact back through *********************************************************
  
  Have a great day!
  
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Dear *** or Madam,We purchased four round-trip tickets with Frontier Airlines through ***********, totaling $987.96 ($246.99 4). FRONTIER REFERENCE NUMBER: TBS6NV Outbound flight: May 24, 2025 *********** to ******** Due to a prolonged delay with the airport shuttle connection, we along with many other passengers missed our Frontier flight from *********** to *********A Frontier employee at the airport informed us that the reason was documented in our account and assured us that we are eligible for a full refund for the outbound portion of the trip, totaling $755.92 ($188.98 4). She printed a document for me with her agent ID on it, indicating the refund amount for one ticket ($188.98/TICKET). Her agent ID is *********. We were also told we could keep the return flight. We decided to keep the return flight.Return flight: May 27, 2025 ******** to *********** However, Frontier unilaterally canceled our return flight, notifying me by email only approximately six hours before the scheduled departure. This extremely short notice caused major disruption to our travel plans, and no alternative arrangements or assistance were provided.Given these circumstances, I kindly request:A full refund of $987.96 for the entire round-trip fare, as we were unable to use either leg of the journey.Your assistance in resolving or disputing this matter with Frontier, if applicable.Please let me know if you need any additional details to process this request.Thank you for your time and *************** regards,**** *****

  Business Response

  Date: 06/15/2025

  Hi Ling,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your round trip flight schedule on X** Xth from X** to X** with returing flight on X** XXth. I'll be more than glad to assist you today.
  
  I hope you are having a great day! I understand that you were unable to take your flight because of an airport shuttle delay. I'd like to apologize because you were unable to get to X** I know how important your time, money and plans are for you. Believe me, this is even difficult for us since we would not like to affect your plans in any way.
  
  To ensure you and your bags are checked in on time, please arrive at the airport at least two or three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight.
   
  After checking your reservation and confirming that our airport personnel reported your ticket as late arrival to gate and now that you are tagged as no show, due to Frontier's Contract of Carriage, which you can download here: ************************************************************************;
   
  - Section #**. Check-********* page 11
   
  F. Failure to Check In or Appear - If a passenger fails to check in or board the flight within the required time, the ticket will be deemed to be a No-Show Cancellation (see Section 2.G) and canceled. All subsequent flights, including return flights, on the itinerary will also be treated as No-Show Cancellations (see Section **).
  
  - Section #**. Refunds; No-Show Cancellations and Service Charges, page 22 and 23
   
  C. In situations involving a No-Show Cancellation, in addition to the provisions of Section **.A, the provisions of this Section (**.C) shall apply with respect to refunds for tickets under this Contract of Carriage.
  
  1) Automatic Refund; No Additional Submission Required In the case of a No-Show Cancellation, the refund described in Section **.A shall be automatically refunded to the purchaser.
   
  2) Automatic Imposition of a **************************** Charge.
   
  a) Refund The refund described in Section **.A shall be given, but will be netted against the **************************** Charge in a separate transaction.
   
  b) Imposition of a **************************** Charge A **************************** Charge will apply with respect to the ticket (or the segment for which the No-Show Cancellation applies) in the amount of the fare plus all ancillary purchases plus all government-imposed charges, taxes and fees and certain carrier charges attributable to the fare and ancillary purchases.
  
  I hope you understand our position in this matter and the reason why we are unable to provide a refund. Nevertheless, if you have any other question or something else that I can help you with, please let me know.
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  You cannot reach a live agent. They change flights and will not allow you to rebook without contacting an agent. I have been on hold with aonline site. Thats the only way you can reach somebody for two hours. I have tried to call numerous times and they do not allow phone calls

  Business Response

  Date: 06/14/2025

  Hi *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your flight involuntary schedule change. I'll be more than glad to assist you today.
  
  I'd like to apologize because you were unable to get further assistance. We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I am sorry because you were unable to get previous assistance before, I understand how important your time and flight schedule is for you. I am glad to see that you were able to get further assistance with your flight over chat, although you had to wait sometime to get this resolve. Base on our records you have a connecting flight schedule on X** from X** to ***, from XXXpm to XXXpm, flight X** Then at XXXpm flight XXXX from X** to ***, arriving at XXXpm. 
  
  I hope you can give us the chance to impress you with your upcoming flight, remember that you can contact us through chat or social media such as ********* X (now *******) and Instagram.
  
  Please keep in mind that check-in is available 24 hours before your flight through our website and mobile app. To ensure you and your bags are checked in on time, please arrive at the airport at least two or three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight.
   
  Please note that starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID or another acceptable form of identification, such as a passport, to board domestic flights. It is recommended that travelers without a Real ID arrive at least 3 hours before their flight to ensure they have enough time to go through the additional security measures.
   
  For acceptable forms of ID, please visit the link below: *****************************************************************;
  
  If you've booked your flight more than 7 days in advance, you can cancel your ticket for a full refund (with no cancellation fee!) within 24 hours of purchase. For bookings made within 7 days of travel, we will hold the value of your canceled ticket (minus any non-refundable charges or fees) as a credit valid for one year.
   
  Your ticket includes one personal item and seat selection. You can buy ADDITIONAL carry-ons and checked-bags online or in our mobile app where you can find the best deals, and select your seat for an extra fee; otherwise, a seat will be assigned randomly at check-in. Please remember that bag and seat fees are non-refundable once purchased.
  
  If you need something else or further questions about your flight, please let us know. Have a great night!
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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! I have flown with Frontier Airlines multiple times. After several flights, I decided to join the Frontier Miles program. With this program, you can add flights completed in the last 180 days to earn points. I tries to add a flight about 10 days short of 180 days on the Frontier website which would not let me do it. Then I messaged with a Frontier agent who stated the points would be added within five days. That did not happen. Greater than five days later, I messaged with a second Frontier agent. Again, no points were added to my account. Time is of the essence to get my points added as the 180 day limit will be here soon. I have followed their rules to no avail. I have wasted a lot of my valuable time submitting forms and chatting with Frontier agents. Why is it so hard to enter points into an account? In these modern times of advanced computers, you would think it would only take a few minutes. **************** is so poor these days across many businesses. Thank you for your time.

  Business Response

  Date: 06/15/2025

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond, regarding your missing miles from reservations X** and X** I'll be more than glad to assist you today.
  
  I'd like to apologize for the late answer, thank you so much for your patience. We are currently experiencing a high volume of inquiries and we are working diligently to resolve each passenger's concerns as quickly as possible.
  
  I understand you have some concerns about the points you did not get from your last two flights, round trip X** from X Xth from X** to X** and returning X XXth and with one way X** May XXth from X** to X** I know how important your points are since those are the ones will get you with any of our elite status members. Believe me, this is a very serious matter and we always pay attention to them.
  
  After checking your flights, I can confirm that both were rewarded, for example ***, you have earned X** for departure and X** for the return flight. While on the other hand, reservation code ***, one way; you got X** points. Total: X** but the ones that qualifies towards an elite status are only the ones from flight X** Miles are active for 12 calendar months.
  
  You can visit ************************************************************************************ for future reference. I hope this answer your question and if you have any other doubts or if you need something else, let me know.
   
  Kind regards,
  
  *******.
  Frontier Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *************