Complaints

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

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

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• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

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:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I frequently use frontier airlines for business travel and I would have to say that I was disappointed with the level of service by customer service, the gate agent and the cancelling of my flight because of a mechanical failure. My confirmation code for the flight was Q79RHY and my Frontier Miles number ***********. My flight was scheduled for a 10:33 departure but was cancelled. Dut to the cancellation, the flight was rebooked for a 11am departure the following day. I completely missed my 9:30am meeting which resulted in a loss of business revenue for me, and I missed my hotel check in, in which I had to pay a partial fee for the late cancellation of my reservation. Frontier failure to provide or follow through on providing adequate travel costed me a loss in a business opportunity and paying a fee to my hotel for missing or canceling the booking. I am requesting a call from corporate and for the inconvenience either a complimentary flight or points to be credited my account. Your inconvenience costed me money from a business perspective and money paid to me hotel of choice. Also, the gate attendant was very rude to everybody, when we had to un-board the plane.

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our flight from *************** to ******* was cancelled by Frontier back on April 2. There were no flights available back home from *************** or other close airports until April 4. Frontier was unavailable to help us and their site to book a new flight was down. We had to extend our rental car, drive 10 hours to ********* to get on a flight back home Monday morning. I paid for myself and 5 other passengers new flights as well as the rental car and gas. According to Frontier each passenger could be reimbursed up to $300. I spoke to a Frontier representative on the phone who told me to submit the reimbursement claim for myself and the 5 other passengers together and attach all documents. Frontier has only given me my reimbursement for $300 and has not given me the remaining $1500 for the 5 other passengers. I have been on the phone with them over 20 times, back and forth emails with their back office since April and still cannot get the money back.

• Initial Complaint

  Date:10/09/2022

  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 was scheduled for a flight on 10/08/2022 to ******, ****** from ***************************. I arrived checked-in through my mobile device, and arrived more than 90 minutes before to retrieve my boarding pass. I was denied my pass bc according to them, I was supposed to be there by 7:20am. However, I have proof from Frontier that says 60 minutes before AND I was never told the 3 hours a requirement, not a recommendation as it reads on travel.state.gov. I requested my money back. I lost a trip, I lost my money to the resort, I lost time at work and I lost my flight! They need to compensate me back! But they are refusing me even with the proof I have. They say I was a "no show" and that isn't true. They are thieves!! And should not be an airline

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  5/25/22 we flew on frontier airlines from ********* international airport to ****** ******. Upon our arrival at 12:00pm CST, it was discovered that the frontier employee in ********* mistagged our luggage and sent them to *********. We had no other clothing, swimwear or any toiletries packed in our small carryons. We filed the lost baggage claim and the frontier employee in ****** informed us that we could purchase any items needed, then submit for reimbursement. We did not receive our luggage until 11:00pm on 5/28/22. We simply purchased bathing suits, t-shirts to change into, sunscreen and toiletries for a total of $515.60 at the Hyatt Zilara giftshop, our only option. We retuned back to the US on 6/2/22 and I immediately submitted our request for reimbursement but for months they continue to decline our request stating they can't read the hotel name, date, now items etc. I have blown up the receipts multiple times and resubmitted and they continue to decline our request. The items are in Spanish because we were in ******, there is nothing I can do about that. It was 100% their fault. We had a direct flight and we were at the airport 2.5 hours in advance. They put another person's tag on our bags. All we want is our money back for the items we needed to purchase.

• Initial Complaint

  Date:10/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier cancelled a previous flight and forced me to take a "Frontier Credit" when I had wanted my money returned to my credit card. The credit was supposed to be for $88.98 but it was never accepted by their website, and they have refused to apply it toward my flights. Frontier is notorious as the worst refund airline in the country and uses internal policies to encourage their employees to defraud consumers of their money while providing no service in return. They now claim they have pocketed the money that was previously charged to my credit card. This is a major airline not some fraud ridden telemarketers who revenue streams depend on stealing from their customers. To intentionally defraud customers of funds and NOT provide flight services is a disgusting practice.

• Initial Complaint

  Date:10/09/2022

  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 purchase 4 tickets for Oct ***** from ************ to ******* ******* but had to cancel our flight due to my older parents becoming sick and hurricane *** hitting the ********* area where we were going to stay I cancel the flight and was told I would not receive any of my money back which is over $500 which I really need. I filed a formal complaint with the airline and nobody has done nothing.

• Initial Complaint

  Date:10/08/2022

  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.

  My husband and I first chose Frontier airlines for our vacation to ****** on April 22, 2022. I didn't do the mobile check in because I wanted to take advantage of the airlines' active duty military baggage policy. We attempted to check in but were unable to well before our scheduled departure time. The attendant marked us down as a no-show for the flight even though she wrote in the notes that clearly we showed up to check in. We spent over 5 hours on the phone on 23rd to get it corrected. After speaking with multiple supervisors we were finally able to get a flight out for April 25, 2022. We were supposed to return on April 29 however on that day we waited for hours on the plane with no updates as to when we were supposed to take off. After about 3 hours on the plane they had us disembark. Long story short our flight out was canceled that day and since our luggage was held on the runway for hours after we were unable to get another flight out and had no choice but to have Frontier put us up in a hotel in questionable area of ******. For our inconveniences my husband and I were both issued a $150 voucher to be used within 90 days. We decided to give Frontier one more chance and use the flight credit for a family trip to *******. I booked the flight on June 23, 2022 for a departure from Albany to ******* with a departure date of September 28, 2022. That flight was canceled on or around July 6th. On July 7th I was able to get another flight out from Syracuse for September 27th with no additional cost. On the 27th, 3 and half hours before our scheduled departure time our flight was canceled again with no other options to reschedule. I had spent thousands of dollars on this vacation that I couldn't get back and had no other choice but to book through another airline. I don't plan on using Frontier in the future and don't believe that extending the $300 voucher to be used in 90 days is fair reimbursement. It's not realistic that I will be able to use the it in that time.

• Initial Complaint

  Date:10/08/2022

  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 had a flight booked for Saturday, October 1, 2022 from Orange County/************************************* to *********. I checked in 24 hours before my flight, got my boarding pass, and gate #. My flight was canceled and I was not notified, so I showed up to the airport the morning of my flight to see there was no gate assigned and the flight was canceled. The employee had no explanation and was of no help. I was not rebooked on an alternative flight and had no other options as by that time, everything was fully booked. Frontier did not process the refund until I called to make a complaint. I have flown with other airlines that have rebooked me when flights are canceled. Frontier did not provide any alternative nor any other compensation after not even notifying me of the cancelation so I can find alternatives myself.

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a round trip flight for ****** to leave Sept 30, 2022 and return Oct 6, 2022on the day of departure frontier had us sitting there 3 hours while texting 5 different delaysthen as we stood in line to board the plane they said flight was cancelled and sent us downstairs to get new flightsmy new flight was supposed to be round trip leaving out the following morningI spoke to customer service and was told they would change my flight FOR FREEthe next morning when I checked in I was told my flight was canceled and I had to purchase a new one and Id be refunded for the old oneso I did that and they refunded my old flight of ******but when I purchased the new flight they didnt give me round trip like I originally had so days later when it was time to get ready for my flight back I realized I didnt have one so they made me book another one way back and it wasnt even for the original date I was supposed to go back they booked it for two days laterso for both new flights they had me book it totaled $172so I dished out an additional $67 that I wasnt supposed to because they told me change flights would be free of charge due to the issues from the hurricaneand now after being told I would be refunded they are trying not to refund me for the second flight I had to purchase due to them only giving me a one way ******* just want my $67 so that Im not dishing out extra money and Im getting my flight for ****** like I originally paid and like they told me I wouldIm requesting a refund of the $67 difference I was forced to pay extra

• Initial Complaint

  Date:10/08/2022

  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.

  Purchased Air Tickets from Frontier Airlines on 09/28/2022 for a trip from ******** to ******, paid $1021.91 Trip confirmation number: PCEYQJ Requested cancellation due to COVID illness in the family visiting, been a high risk potential patient. Air line agent helping on line and me spending over an hour and a half with no resolution and no refund to my credit card, they offer a refund for less than the amount pay, claiming cancellation fees for more than half of the pay amount and will not refund the amount to the credit card used to purchase the item. A supervisor was not helpful at all and keep reading policies without addressing my request, The Purchase of a flight ticket should not be a trap for the customer.