Business Profile

Airlines

Frontier Airlines, Inc.

Headquarters

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Complaints

This profile includes complaints for Frontier Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6,552 total complaints in the last 3 years.
1,782 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.

Initial Complaint
Date:05/04/2025
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 ran into a problem with Frontier Airlines on May 3, 2025 involving a ridiculous $75 charge for changing the middle name on my account with them from ****** to E., to match my name on my credit cards. I was completely unaware of the charge when I made the change. The airline imposed it immediately and I could not reverse it. So I canceled the $129 reservation. The company indicated it would refund the $129 less the $75 charge, leaving an actual refund of $54, I've attached two items -- one from an email showing the intended charge and the other from my credit card statement showing it was charged.I've had little luck with Frontier in the past but their fares are well below their competitors', so I keep trying. It is virtually impossible to get through to the company. I've tried calling, email and chat to no avail. So I am seeking your help. Any assistance would be greatly appreciated.Thank you
Business Response
Date: 05/06/2025
Hello ******,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Thank you for reaching out and sharing your concerns regarding your recent experience with Frontier Airlines. I sincerely apologize for the inconvenience you encountered, especially regarding the unexpected charge for the name change on your account. We deeply regret any inconvenience or frustration this may have caused you.

Upon reviewing our records for your booking (****), I can confirm that a name change fee was indeed charged when you created the booking. However, I want to assure you that we have already processed a full refund for your booking in the amount of $****, which includes the refund of the name change fee.

We have already approved the refund for your booking, ****. We refunded the amount of $**** USD to the **** ending in **** with an expiration date of ****. Please allow **** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

Once again, I apologize on behalf of our entire team for the inconvenience and frustration you encountered. We value your feedback and the opportunity to improve our services

As of ****, passengers who are Elite loyalty members or customers that have either upcoming travel within **** hours or recently completed travel within **** hours can call us at **** for assistance.

Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************

We appreciate your patience and hope to service your travel needs under better circumstances in the future.

Kind Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/06/2025

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,

****** *****
Initial Complaint
Date:04/29/2025
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.
Trip DFZIMW Flight F9 1402 DEN to BNA I booked this flight and paid extra for an exit row seat. At the airport prior to departure, the plane type was changed. This new plane type meant that my seat was no longer an upgraded seat. It was a regular cramped seat. I paid for this upgrade to complete work on the flight. I selected on the map, indicting exit row, accepted the exit row restrictions, and it was clearly marked as extra room premium upgraded seat in exit row. I asked the crew why when the type was changed that those that upgraded their seats were not placed in the correct positions. They said to contact customer service and that "a refund will be easy and quick".I contacted support, they said they dont even see a plane change. They required me to fill out a linked refund request form. That resulted in a response denying the refund.This is unacceptable. I accepted that changes happen, but it is Frontier's responsibility to refund for services paid for but not provided.I expect a refund of this cost and training to be provided to customer support.
Business Response
Date: 05/02/2025
Dear Phillip

We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.

We are sorry to know that you were unable to utilize your previously purchased seats, we are also sorry to know that your refund request was denied by previous representatives, please know that this is not the type of service we aim to provide to our valuable customers. We recognize that your comfort during travel is a top priority, which is why you bought your seat in the first place, and that it must be frustrating to be unable to use it. We apologize for any inconvenience caused by the seating arrangement; it is not our goal to make our customers feel uncomfortable.

Your former seat was supposed to be in the exit row, but the seating was changed on certain aircraft as a result of a change in seating arrangements.
Due to the seat movement, affected passengers are eligible for a refund for the difference in cost between the purchased seat and the new one.

We have refunded the amount of $**** to the **** Card ending in ****. Please allow **** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to your account.

Thank you for reaching out to Frontier Airlines regarding your seat selection, we appreciate your patience and understanding and hope to continue meeting your travel needs under better circumstances in the future.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/02/2025

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,

******* ******
Initial Complaint
Date:04/28/2025
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.
Complaint Date: May 1, 2025 Service Date: April 25, 2025 Flight Number: F9 685 (DCA ? DEN)Booking Reference: HKGD4E Complaint Details:On April 25, 2025, I boarded Flight F9 685 from *********************** to ******. The flight was delayed without clear explanation or timely updates, leaving passengers stranded at the gate. Once on board, both rear lavatories were closed, yet economy passengers were denied access to the forward restroom, causing severe discomfort on a full flight. Worse still, the cabin crew responded to every polite inquiry with hostile, unprofessional behavior. This trip fell far below any reasonable standard of service and violated the basic expectations of Frontiers Low Fares Done Right promise.Desired Resolution:1.Full refund of my ticket fare.2.$200 cash compensation (or equivalent credit) for the distress and inconvenience endured.3.A formal written apology acknowledging the failures in communication, maintenance, and crew conduct.I request that Frontier respond and resolve this complaint within 14 business days. If I do not receive a satisfactory response, I will escalate to the *********************************, initiate a chargeback with my credit-card issuer, and share my experience publicly.
Business Response
Date: 05/01/2025
Hello Claudius,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I am sorry to hear that your flight XXXX from XXXX to XXXX on XXXX delayed without clear explanation or timely updates. I understand your frustration because once you boarded the plane both rear lavatories were closed causing severe discomfort on your flight. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, Claudius. We strive to get our passengers to their final destination as timely as possible, and I can only assure you these are not the standards we strive to maintain. Please accept my deepest apologies for all the inconvenience this situation may have caused you, Claudius.

We are disappointed to hear that your customer service experience was less than satisfactory. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention. Please be assured that all of the details of your complaint have been gathered and will be escalated to our management department to ensure your experience is not repeated. However, any actions against our personnel do remain confidential.

We have the record that under the reservation XXXX your flight from XXXX to XXXX with a connecting flight in XXXX on XXXX was boarded. Let me respectfully inform you that when a flight is delayed for more than ** hours, we can change the flight to the next flight available or we'll provide you, upon request, a full refund of any unused portion of your ticket. *************************************************************************;

I understand that you feel disappointed but must respectfully advise that this is not a situation where the airline offers refund or cash compensation when a flight has already been boarded. However, as an exception, we processed a travel voucher for $XXXX. The voucher expires on XXXX.

XXXX - XXXX

This voucher is valid for ** days from date of issue. This voucher is non-refundable and is applicable to full fare (covers the airfare and additional fees such as bags, seats, taxes, etc.). Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before to expire. The name on the new reservation must match old reservation exactly.

To redeem this voucher, please follow the next step:

1. Visit ******************************* and select your new flight.
2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.

Note:
- Vouchers are not redeemable for cash.
- Vouchers are valid for ** days for booking a flight from the date they are issued.
- Vouchers are one-time use, meaning there will be no remaining value after redemption.
- Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
- Vouchers 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 must match the old reservation exactly.

Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!

Sincerely,

Customer Relations
**********************
Customer Answer
Date: 05/01/2025

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,

******** ******
Initial Complaint
Date:04/28/2025
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.
Airline checked baggage charged.3 bags were delayed, did not arrive for 24 hours after flight landed (came on another plane).I picked up 3 bags at the airport next day.Frontier is so incompetent, they still havent found 1 of 3 bags in their computer, so they refuse to refund the baggage charge for that bag (they did refund baggage charges for 2 of 3 bags).Seeing refund of $69 for one checked baggage charges charge.
Business Response
Date: 05/01/2025
Hello ****,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I understand your concern because you paid X checked bags that were delayed ** hours after flight landed, and you picked up X bags at the airport next day, but you only received a refund for X bags. I completely understand how frustrating this situation was for you, and I would be frustrated in the same situation, ****. I am sorry that was your experience and appreciate you bringing this to our attention. Please be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered. I'll definitely look into this situation for you.

We have the record that under the reservation XXXX with the flight XXXX from XXXX to XXXX on XXXX you paid X checked bags, but you reported X delayed bags, and the refund was processed for $XXXX to your card ending XXXX. Believe me, I understand your frustration since you did not receive your bags on the same day of your trip. As Frontier employees, we care about our customers and want you to choose our airline with confidence and as an exception, we processed the refund for the third bag for $XXXX. As a total you will receive $XXXX to your card ending XXXX. Please allow ** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

I am sorry once again for the inconvenience you had with your bags. It is not our desire to cause our customers any inconvenience.

I truly hope that the inconvenience you encountered does not deter you from booking with Frontier in the future.

Regards,

Customer Relations Specialist
**********************
Customer Answer
Date: 05/01/2025

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.
Thank you for your assistance. I believe your involvement was instrumental to obtaining a resolution in this matter. I greatly appreciate your efforts.

Sincerely,

**** ********
Initial Complaint
Date:04/22/2025
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.
Purchased a RT flight during the double miles promotion event, which I signed up for via the email they sent. Booked my flight within the time frame for double miles, and traveled within the time frame. Called Frontier to be sure I had the double miles promotion and they confirmed. Never received double miles to my account, only standard miles.Emailed them via the "contact us" page on 2/17/25. They responded 2/18/25 they were sorry and would credit the double miles in 5-7 business days. Double miles never posted. Responded to their email with Incident # **************-001194 on March 5, saying it had been past the 7 days and no double miles.Spent an hour on the phone 4/16/25 with their **** who said a supervisor would call me within 24 hours. no one did. Called again on 4/22/25, spent another 1.5 hours on the phone, and she said she would transfer me to a supervisor. Waited an hour and a half, no one came on the line. All I want is my double miles.
Business Response
Date: 04/30/2025
Hello ******,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Thanks for reaching Frontier Customer Relations, we understand that you completed a booking and you applied for getting double miles in your trip, so you met the requirements for it and now you have not received the miles from the promotion. Moreover, you have shared to us that you have tried to reach the representatives but they do not provide the proper information about it. We do appreciate your feedback and patience on this matter, we strive to provide a nice experience to passengers, and we also are taking your feedback seriously since some months already went by and you have not gotten your miles.

By checking the information on the system, under your confirmation number XXXXXX, we have records about your round trip from ********* to ******** from January 23 to 27, and under your Frontier Miles account, no additional miles have been added.

Due to this, sharing with you that we have submitted the request for our corresponding team continues working on the request and you can get your missing miles, allow us some business days.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/30/2025

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. I went on my account and saw that they added the bonus miles, and I thank all parties involved for resolving this matter. Thanks very much.

Sincerely,

****** *****
Initial Complaint
Date:04/22/2025
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.
I booked a flight with frontier and paid extra ****** for the front seats with extra leg room and no middle seat. When we were boarding the flight attendant advised us we couldnt have the seats we paid for because their jump seats were out of service so they had to take our seats and move us to other seats. I messaged someone about it and they said there wasnt anything they could do.
Business Response
Date: 04/29/2025
Hello ****,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I sincerely apologize for the inconvenience you experienced regarding the front seats with extra legroom that you had selected for your flight. I understand that upon boarding, the flight attendant informed you that those seats were out of service, preventing you from sitting there. I truly regret any trouble this may have caused you, specially since you paid for them beforehand to travel comfortable.

I have reviewed the incident ***** XXXXXXXXXXXXXXXX and I can confirm that a refund was provided by our team for $XXXX back to the card ending in XXXX on April 24, 2025. Please take into consideration that a refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.

We appreciate your patience and hope to service your travel needs in the future.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/29/2025

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,

**** *********
Initial Complaint
Date:04/21/2025
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 March 30, 2025, my family (two adults and two young children, ages 4 and 6) was involuntarily denied boarding on Frontier Flight F93222 from *** (**********/*****************) to RSW (***************, **). We had confirmed tickets, assigned seats, and had checked in online the day before. We arrived at the airport based on a text message from Frontier indicating the flight was delayed by nearly an hour. Our checked luggage was accepted by Frontier and flew without ***** the gate, we were told the flight was oversold, and we were denied boarding. We were issued and signed a *** Denied Boarding Compensation Form, which stated we were entitled to 400% of the one-way fare, per DOT regulation 14 CFR *****. Gate agents and a supervisor confirmed this and referred us to ************* to finalize payment.Since then, Frontier has given multiple conflicting explanations, including aircraft downgrade and baggage check-in timing, to refuse compensation. None of these were mentioned at the time of denial. Despite our bags flying, Frontier claims we didnt meet check-in requirements. We have been issued a voucher (which we declined) and refunded our original fare but not the required denied boarding compensation.I am filing this complaint to request Frontier honor its legal obligation under federal law and provide the 400% compensation per passenger as clearly outlined in DOT regulations and Frontiers own written notice provided to us at the airport.
Business Response
Date: 04/22/2025
Dear ******,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I want to sincerely apologize for the distressing experience you and your family faced on March 30, 2025, regarding your denied boarding on Flight F93222. I understand how frustrating and inconvenient this situation has been, especially traveling with young children. I appreciate you providing detailed information about your situation, including the conflicting explanations you received regarding compensation. Its important to us that our customers are treated fairly and in accordance with *** regulations, and I understand your concerns, I will surely take a look into your concern and assist further.

After reviewing our records, we have confirmed your concern has been addressed with the following information on ****XXXXXXXXXXXXXXXX
"Our systems show that delay notifications of a minor delay were sent to the email on file, as well as SMS text at 8:56am before original departure time of 12:28pm, advising of anticipated departure of 1:15pm. Check-in for your flight was completed online on March 29, 2025, and seating assigned. After check-in, I do see that there was a change in aircraft. In certain circumstances, airlines may be required to change aircraft. This can occur when flights experience schedule changes, maintenance or to meet operational requirements.

Downgrades happen when airlines substitute a smaller aircraft in the place of the original scheduled aircraft. Although downgrades are similar to oversold/denied boarding situations, voucher compensation is provided instead of monetary compensation. Keep in mind, airlines may deny you a seat on an aircraft based on criteria that it establishes, such as the passenger's check-in time, the fare paid by the passenger, or the passenger's frequent flyer status.

After careful review of the information received from the ******************, our systems show that check-in for your flight was completed online, and your family arrived at the self-service kiosk at 11:37am to print checked bag tags. At 11:56am, it is noted that your party arrived at the baggage counter to complete bag drop. As it was past the 60-minute cut-off of 11:28am, the baggage counter was unable to complete check-in of baggage.

As outlined in Frontier's Contract of **************************** The passenger must be checked in with a printed boarding pass or a Frontier mobile app digital boarding pass in-hand, and with checked bags, if any, presented to and accepted by a Frontier representative or Frontier-provided system, at least 60 minutes prior to scheduled departure.

Each airline has a check-in deadline, which is the amount of time before scheduled departure that you must present yourself to the airline at the airport. For domestic flights most carriers require you to be at the departure gate between 10 minutes and 30 minutes before scheduled departure, but some deadlines can be an hour or longer. Check-in deadlines on international flights can be as much as three hours before scheduled departure time. Some airlines may simply require you to be at the ticket/baggage counter by this time; most, however, require that you get all the way to the boarding area. Some may have deadlines at both locations. If you miss the check-in deadline, you may have lost your reservation and your right to compensation if the flight is oversold. *****************************************************

In this instance, Frontier provided the option to rebook on the next available flight, however, the offer was declined. While the flight was affected by an oversold/downgrade, we would like to clarify that your party is not eligible to receive denied boarding compensation as check-in requirements were missed. In addition, the $XXXX voucher that was issued is noted to be a downgrade voucher, however, it was created in error. We sincerely apologize for any miscommunication that was provided.

Along with our apologies, we see that refunds in the amounts of $XXXX and $XXXX for the unused flight segment and prepaid baggage were returned to the credit card on file on March 30, 2025. The $XXXX voucher that was issued will remain in our system until expiration of March 30, 2026.

In an effort to remain consistent with all customers we service, our position in this matter remains unchanged and are unable to honor your request for compensation. While we understand your frustration that travel did not go as planned, please rest assured that our decision was reached following a thorough review of all accounts.

Please know that we have taken your feedback seriously and have made it a focus in our ongoing efforts to improve our service. Rest assured; your comments have been shared with our management team for internal review and training purposes. However, any outcome would remain confidential."

Find the voucher below:

Voucher Code : XXXXXXXXXXXXXXXX ; Passenger Name : ****** *****; Value : XXXX; Expiry Date : 3/29/2026

Please Note
Vouchers are not redeemable for cash.
Vouchers are valid for 90 days for booking a flight from the date they are issued.
Vouchers are one-time use, meaning there will be no remaining value after redemption.
Vouchers may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
Vouchers 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 must match the old reservation exactly.

*********************************************************************************;

Thank you for your understanding.

Kindly,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/22/2025

Complaint: 23231843

Response to Frontier Airlines Rebuttal

Thank you for the opportunity to respond. I do not accept Frontiers response, as it continues to misrepresent the facts and deny compensation that is clearly owed to me and my family under federal law (14 CFR 250.5).
On March 30, 2025, my family (including two small children, ages 4 and 6) was involuntarily denied boarding from Flight F93222 despite:

- Having confirmed seats, boarding passes, and paid-for seat assignments.
- Checking in online a day prior and arriving at the airport ahead of the updated flight time.
- Having our checked baggage accepted by Frontier and those bags were flown without us to RSW. If we were too late, why were our bags accepted and flown?

We were told at the gate that the flight was oversold, not downgraded. We were issued and signed a *** Denied Boarding Compensation Notice confirming we were owed 400% compensation per passenger under federal law. Gate agents and a supervisor reaffirmed this and referred us to ************* to collect the mandated compensation.
Frontier is now retroactively changing the reason for denial citing check-in cutoffs and an alleged aircraft downgrade both of which were never communicated at the time. They continue to offer a voucher I explicitly declined and are refusing to provide the compensation that their own staff acknowledged and documented in writing.

I am not seeking anything outside what is already guaranteed by DOT regulation. I am pursuing this in good faith and have filed or am in the process of filing formal complaints with:
- The *************** of ************************ Consumer Protection Division
- The *********************************
- The ************************ (***)
- ****************, an air travel consumer advocacy group

If this matter remains unresolved, I also intend to pursue small claims court in ************, **, where the incident occurred.
Frontier is not being reasonable or fair. I am simply asking them to honor a federal obligation that was acknowledged in writing by their own staff.
I'm attaching screenshots of my boarding passes WITH confirmed seats.
Sincerely,
****** ***** III
Initial Complaint
Date:04/21/2025
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.
On 4/18, I called Frontier to request a wheelchair for my fianc (post-surgery 4/15) While on the phone, we were offered to check in for our 7:25 AM flight on 4/19. The agent confirmed check-in and added the wheelchair request. It did not reflect on app, but he said it will updated. Next Day, Despite arriving at *** at 5:30 AM on 4/19, the promised wheelchair was unavailable. Spoke to an employee, they requested it via walkie talkie to frontier. We waiting ***** mins and it didnt come, forcing my recovering fianc to walk painfully to the Frontier counter (arriving around 6:15 - 6:20 AM). I explained the need for a wheelchair - the said a request came but never got completed? . I said we have 1 bag to check. Upon putting it on the scale, she stopped me mid sentence and said that we are too late, the flight is CLOSED. . I explained to her that we were checked in via phone yesterday when I made the wheelchair request. She said well in her system were not checked in and she cannot put us on the flight and she is not accepting our bags. She said were late, and not checked in and she does not have a wheelchair and by the time we get one, it is too late. She said she is now closing the flight. I asked what do we do. She said she cannot help us, that we can walk over to Spirit and ask them to book us a flight, or go book one on our own. I watched and listened as another passenger behind me with the SAME situation (1 checked bag) was allowed to check in their bag and ALSO check in for the SAME flight. We were forced to purchase last-minute ******* tickets exceeding $3500 to return home for work obligations on 4/21. Frontier listed us as "no-shows" and offered an inadequate voucher. I believe this constitutes *** discrimination and asking a refund for the Frontier flight, not a voucher. Truthfully, I will never fly with Frontier again. I do not want a refund voucher. I want a refund of the value of our flight for 4/19 because this is essentially a *** ***************
Business Response
Date: 05/02/2025
Hi ***********,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

Please accept my apology for any misunderstanding when arriving for your return flight April XXXX, from XXXX back to XXXX. Included below is the original response sent to you.

Flights close at 60 minutes prior to departure, and you must have your boarding pass in hand and bags tagged and dropped by that time. If the flight is missed agents can assist with accommodating to a later Frontier flight with any applicable fees.

We are happy to assist with special service requests and again recommend you arrive 2 hours prior to scheduled departure. Requests can be made prior departure, and I see that the wheelchair request was added on XXXX, but you do need to self-identify with agents that you have arrived. Once you arrive and self-identify to agents, they will assist with checking in bags or check-in and then direct you to the designated area for the next available agent to assist. There can be a short wait as agents return from assisting others.

As you did not travel a refund of the unused segment and fees was refunded back to the card ending in XXXX in the amount of $XXXX.

Again, I apologize. We hope we can welcome you and your family on a future Frontier flight.

Sincerely,

Sr. Customer Advocate
**********************
Hello ***********,

Thank you for contacting Frontier Airlines. We appreciate receiving your email and are happy to address your concern.

We are sorry to learn that due to late arrival at the airport, you were unable to board your aircraft, even when another passenger were able to board the plane after you. Please accept our deepest apologies on behalf of the company for the service, the threat, and the additional charges you were required to pay as a result of these inconveniences.

We are really sorry to know that this happened to you. We always hope to give you the best experience you can have; these kinds of situations are unexpected for us. It is not our desire to cause our customers any inconvenience.

Thank you so much for your reply ***********, we totally understand your point of view, but let me kindly mention that none of us are able to make the checking for any customer due to ********************** regulations, that is something that need to be complete in your end via app or website, that's why recommended to all our customer to arrive at least 2 or 3 hours before your original departure time, in order to avoid this kind of scenarios, unfortunately your booking does not qualify for a refund, we had made and expectation and issue a travel credit, since your booking was tag as no show.

However, as one-time courtesy, we have made an exception XXXX, we approved your refund request for the amount of $XXXX to your XXXX Card ending in XXXX, valued for your ticket flight and for optional fees for additional travel options.

Please allow up to ** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.

You can access receipts of all of your payments, refunds and credit card charges online on the My Trip page. Access your booking by entering your Last Name and Confirmation Code (XXXX) and click Search. or click on the next link to more information: ********************************************************************************************************************

We know that it cannot be aligned with what you were looking for; we must need to follow up our policies to be fair with all our customers.

Regards,

Customer Relation Specialist
**********************
Customer Answer
Date: 05/02/2025

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:04/21/2025
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.
My suitcase (Tag Number: **********, File ID: ************** was severely damaged during my Frontier flight, with a wheel completely broken off. The file was opened on April 23, 2024. Frontier has dismissed the issue as "normal wear and tear," which is unacceptable, as the damage clearly indicates mishandling beyond ordinary use. The suitcase was in good condition prior to this flight, and the loss of a wheel significantly impacts its functionality. I am requesting appropriate compensation for the damage caused by your airline's mishandling.
Business Response
Date: 04/29/2025
Hello Baowei,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I sincerely apologize for the troubles you have faced with your suitcase during your flight. It is completely understandable to feel frustrated when your belongings are not treated with the care they deserve. I acknowledge your concerns about the damage to your suitcase, particularly the broken wheel, and I empathize with the inconvenience this has caused you.

After thoroughly reviewing the photos you submitted on your claim ***, we regret to inform you that we believe the condition of your bag reflects normal wear and tear that can occur during air travel. As a result, it does not qualify for compensation. We understand how disappointing this news can be, and we appreciate your understanding in this matter.

In our effort to regain your trust and encourage you to give us another opportunity, we are pleased to offer you a one-time exception of a $XXXvoucher per passenger to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. This is for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.

XXX

Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
Valid for the full fare of your booking including optional services, fees and taxes.
Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
Not transferable and may only be redeemed in the passengers name to whom it was issued.
o Note: The name on the new reservation must match the old reservation.
Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.

To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************

We appreciate your understanding and hope to service your travel needs in the future.

Sincerely,

Customer Relations Specialist
**********************
Customer Answer
Date: 04/30/2025

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,

****** *****
Initial Complaint
Date:04/19/2025
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.
i have created a traveler's profile with frontier as friend recommended. frontier, decided to use my maiden name as last name after proividing valid US Passport and Valid California Driver License.on the very first flight, i experience major issue at the airport while traveling with my two minor children due to in-correct last name.contacted the counter, and they inform me of $79 charge for counter assist since i have chosen kiosk assist.another *** understood and respected my situation and he stepped in and assist to correct the last name on the ticket.after flight home, contact the customer service via on-line as phone support is not available since i am not a paid member, but i have paid the DISCOUNT DEN membership fee.request to correct my last name based on my Passport and they inform me that this will be change only by a superior court order of my residency ************, i logged in to delete my account, but was directed to on-line customer ***.after 90 min of wait time with on-line *** ***** he stated that he is assisting other customer at the same time. he is not able to remove my information or delete my account. although i stated many times that i am revoking my permission to frontier with my data privacy and personall information, *** stated that it is not up to me. frontier will share my information with its internal partner and bussiness and he is not able to assist me to delete my account.if i wish, i can do that from my apple app by going to setting.contacted frontier by phone and they stated all acccount related request must be submitted on-line.i seek to get my on-line account deleted and ********* addition, i do not permitt frontier airline to contact for any solicitation or future advertisement.i need a full refund of the fraud membership sold to me and be fully refunded to my original payment method of **** card ending 5444.
Business Response
Date: 04/29/2025
Hello Pantea,

We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.

I sincerely apologize for the difficulties you faced regarding your traveler's profile and the issues that arose during your recent flight. It must have been incredibly frustrating to deal with the incorrect last name on your ticket, especially while traveling with your children. Its understandable that you would feel upset about the additional charges and the difficulties in resolving your account issues.

I empathize with your concerns regarding your personal information and the desire to have your account deleted and your Discount Den refunded. Its completely reasonable to expect control over your data and to receive assistance when needed. I appreciate your patience throughout this process, and I assure you that your feedback is important to us.

In regards your refund request for Discount Den, I must inform that your request cannot be fulfilled since you already used the membership to purchase a flight, which was boarded successfully on April 10 from ****** to **********. As well, the accepted terms and conditions state:

"c. Payment Initial DISCOUNT DEN membership
1. Upon Membership, you will be charged the Initial Membership Price, the value of which is listed above.
2. Charges of the Initial Membership Price are non-refundable.
3. The credit card you use for your Initial Membership Price will be stored as the default credit card in the Wallet section of your Account Profile."

On the other hand, in regards your account deletion request. Currently, the option to delete your account is only available on iOS devices, as per Apples requirements. To access this option, you must be signed into your account within the app. Please keep in mind that account deletions are permanent and cannot be reversed. If you choose to delete your account, your membership will also be removed, and as previously informed, it is non-refundable.

Although we realize this is not the answer you were hoping for, we appreciate your understanding.

Sincerely,

Customer Relations Specialist
**********************

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