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Business Profile

Airlines

Frontier Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

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Frontier Airlines, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 6,554 total complaints in the last 3 years.
    • 1,775 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/20/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Me and my wife made a round trip flight from **************** to ****** ** returning to Fayetteville on 10-16-22. On that flight they were forcing everyone to check their bags for size. We have flown countless miles carrying these back packs with out issue. Those back packs have made that particular trip 3 times in the past year with out issue. As people were checking their bags the gate attendant was very rude and was not giving anyone a chance to attempt to re-shuffle their bags to attempt to get them to fit. Both my wife's and mine back packs fell in about 1/2 way. I tried to jiggle our bags the attendant got loud and rude and she told me directly that I could not push on my bag. I said to her that I was going to remove the bags and try to reshuffle. She had told me and other customers that were all standing there that, reshuffling was not an option and that we all have to pay the $99.00 per bag charge or we were not going to be allowed to board the plane. Before it was all done the poor girl behind us was in tears because that was all the money she had on her at the time until she got paid the next week. I want my $200. back from what appears to be a scam operating by this company. They probably made an extra $2-3000. dollars that day off of that flight. Apparently from the comments I have seen here on your site I am not the only one with this issue.

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 7, 2022 my Frontier Airline flight (Frontier BE9194 $200.98) was canceled. This cancellation was after a two hour delay from the original time (8:59 PM) to a later time (11:05 PM). Upon boarding at the later time, we saw the flight crew (pilot and airline staff) emerge from the plane, leaving the boarding gate towards the larger airport terminal. At this time an ******* employee who managed the gate operations made an announcement that the flight was canceled due to what I recall as "the pilot was over their unionized hours". At this time there were vocalizations of anger and concern from the passengers. In response, the gate attendant refused to give any further information regarding refunds or flight status until the passengers put away their phones and stopped recording the scene. This back and forth went on for about 30 minutes. During this time it was made clear to me that the woman managing the gate would not be of any assistance. With no Frontier representatives in sight, I decided to leave the airport to find a hotel for one night (Hilton Garden Inn $223.77) and a solution for re-booking a flight for the following day (Delta **** $809.80). This cancellation cost me a total of $1033.57. I have submitted 3 refund requests to Frontier: first, a refund for my original flight, second, a refund for the hotel charge, and third, a refund for the new flight. Frontier reimbursed me for the original flight cost ($200.98), but rejected my second and third requests. Next, I called the **************** line to talk to an expert about receiving this letter. In this call I was informed that there was nothing that the representative could do for me. I ask her what the records stated happened to my flight. She said that the Frontier record confirmed the flight was canceled but had no note indicating why the flight was canceled. At this point I realized Frontier would be of no service and I needed to pursue a different course of action in order to receive a refund.

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I flew with frontier October 1st - October 2nd from ********* to *********. Only I did not get to make it to ********* being frontier canceled my flight after 7 hours of a lay over. Once we boarded the plane we then were told to get off because they didnt have a pilot. The staff were unreachable and every-time we tried to ask what to do they told us to sit down. Then we walked over to the frontier desk where there was about a 3 hour wait. My husband is military and we had to be home that evening so he could be at work or we could be in big trouble and we did not have an additional 3 hours to our 7 to wait, being he is serving the ** government, after running all over the airport trying to figure out what to do we got a rental car being told frontier could reimburse us if we sent them the receipt. We also had our cat as we were moving her across the country and she was stressed beyond belief. However after driving home on no sleep and pulling over multiple time to nap because we were falling asleep to get him to work in time we are being told they will only refund us for the 2nd half of our flight. Which compared to what we have paid will be nothing. They refused to refund us for the rental car even though we were told from their sketchy employees we shouldnt have a problem getting a refund. I had put in a request for a refund and after being told I would hear back in seven days I had to call 7 days later to be told I would hear back in another 7 days cause they did not send it over to the refund services. And now because they did not give us and OAL letter they are refusing to reimburse us for the rental. I spent the entire day crying trying to get my cat home and my husband home in time for work and after all the stressed they caused to ****** be refunded is terrible. We are military and for a airline to treat us so terribly is unbelievable. They should not be allowed to operate/ scam people. All I saw was customers upset and spending money they didnt have.

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My sister was scheduled to be married in *************** on 10/22/22 and we would be travelling there ahead of time. Due to hurricane **** there is not a city left to travel to. The *************** website explicitly asks visitors not to come at this time. Countless are dead and still being recovered. Majority of the city is without power. There is nowhere to stay. The only places to stay are for the homeless and relief efforts. Frontier thinks I should travel there.I called them and spent over 2 hours on the phone with customer service. They provided no help and did not care. They kept repeating "Since Frontier is not making a change to the flight that there is nothing they can do as I am choosing to cancel." I am cancelling due to a natural disaster and not because I have a schedule change. All other airlines are refunding money for flights due to hurricane *******I tried filing a complaint online and received a length email that kept stating over and over that "I am sorry for any inconvenience." It offered no resolution.Per company policy they will change my flight one time for free, but I must fly before Nov. 10, 2022 (less that a month after my originally scheduled flight). I don't know where they expect me to travel to with less than 30 days notice.

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ticket to fly to PA on Thanksgiving I am trying to add 2 tickets in First Class for my children next to me. I have been calling this company for 3 days with no response and have no way of booking them online due to them being minors.I have got through one time after being on hold for 2 hours only to be told they couldnt help **** have spent a total of 7 hours on hold and spoke to one person who said they could not help to call back.

    • Initial Complaint

      Date:10/19/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CONSUMER BEWARE- DO NOT USE THIS AIRLINE- THEY ARE TAKING ADVANTAGE OF THE PUBLIC BY LYING ABOUT THEIR FAIRS BEING THE LOWEST-BUT ANY BAG WILL COST YOU MORE THAN THE FLIGHT MAKING THE **** TWICE AS MUCH AS ANY COMPETITOR PRICE YOU CAN NOT CARRY ON ANY BAGS ACCEPT A PURSE OR LAPTOP CASE FREE All of your customer service lines hang up on call activation My freakin bags are more expensive than the airline tickets total I cant get wheelchair access for my aging mother YOU ARE TAKING ADVANTAGE OF THE PUBLIC AND A BBB COMPLAINT WILL FOLLOW THIS EMAIL VFZTSD

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a flight with Frontier on 7/31/22 for a flight, for a total amount of $147.96. The Flight was for 9/23/22.I had tested COVID (+) on 9/22/22. I immediately canceled my flight as per CDC guidelines to not travel when testing COVID (+). I messaged Frontier and requested a refund due to canceling my flight due to testing COVID (+). On 9/27/22, Frontier messaged me back indicating that I must provide documentation from a medical provider to demonstrate being COVID (+).I've never been asked for this before due to HIPPA privacy laws, being asked for medical information from a non-medical provider. Also, the test that determined I tested positive was an approved Home Test Kit.

    • Initial Complaint

      Date:10/18/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      15 Oct 2022 for the bundle "deal" flights were purchased with frontier in July 2022. Went to add only 1 carry on and 1 checked baggage which according to website are around $63.00 and $58.00 so around $272.00 should be the total. I went through to add. The seats said $0.00. So I moved in. I did not care to pick my seats and it bundled. It had me put my card in a d then after the transactions it then showed the price of $516.00. My flight was only $279.00 round trip for 2 from ********** to ******* to sail on our cruise. I called next day to see if the airline would be ble to assist in canceling the " bundle" I did not request or intend to be charged for. They said because it's a bundle it can't be canceled or refunded. I find that to be crazy that baggae and so called seats were double of what my flight was. So I am now up to $800 and some change. I called got someone who I couldn't understand or assist. Then my daughter called the next day. Had a rep that was willing to help and then the phone disconnected after 1 hour She called back got someone else and said couldn't be refunded. If canceled still no money back. All we want to do is start over basically. Keep the flight. Cancel the bundle and ONLY ADD THE 1 carry one and 1 checked bag. The amount charged after your card is charged is insane. Have called three times to get assistance and the trip is a few days away. Any help or considerations would greatly be appreciated. This is one of the worst experiences I have had flying with an airline and customer service

    • Initial Complaint

      Date:10/18/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was told seats would be together and they were not. Bathroom was so small I couldnt use it had to pee myself because couldnt turn around in bathroom wife is deaf

    • Initial Complaint

      Date:10/18/2022

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10.01.2022, my husband and I were passengers of Frontier Airlines Flight 44 from ******* to ******. The flight was delayed 4+ hours due to "mechanical problems with another plane in *******" according to the information provided by Frontier Airlines personnel.We requested assistance for this flight delay in person and were denied any/all alternative options.Additionally, we made multiple attempts to communicate with Frontier Airlines via phone and online chat however, (due to long hold times) there was never any answer or response allowing us to communicate with a person.Upon arrival back home, I attempted to resolve the matter with Frontier Airlines by filing a complaint (10.14.2022) requesting compensation for the delay citing ** 261 Frontier Airlines Contract of Carriage policy as the source of information. Frontier Airlines has denied this request. (see supporting documentation to review this email thread)Regardless of the significant inconvenience this delay created, and the resulting additional expenses incurred in securing different ground transportation and accommodations for our first night in another country, I expected Frontier Airlines to honor their own Contract of Carriage policy and compensate me and my husband for the flight delay. Fulfillment of this request would satisfy the complaint and additional expenses incurred. However, my efforts to resolve the matter directly with the company have not created ******************, I'm requesting assistance from the Better Business Bureau to support this request of Frontier Airlines to honor the ** *********************************************************** the amount of $600 per passenger (2) = $1200; OR the amount of 400% (4x) of the one-way fare, not to exceed $1550 for International delays of 4 or more hours as outlined on page 21 of the Contract of Carriage policy; whichever is greater. Thank ********* *********************************

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

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