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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 25 locations, listed below.

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    Customer Complaints Summary

    • 6,535 total complaints in the last 3 years.
    • 1,788 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:09/01/2022

      Type:Sales and Advertising 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 December 12, 2021, my husband and I were scheduled to return to *********** from ********* on Frontier Airlines. That flight was canceled and Frontiers first flight to *********** from ********* was scheduled for December 16th. So we were scheduled on a flight to ***********, ** on December 13th. The Frontier representative at the desk said we would be reimbursed for our meals, taxi, and rental car if we had receipts. They also covered the cost of our room. On March 04, 2022, I started sending emails to ask for reimbursement. They replied that they needed confirmation codes, city pairs, and travel dates. On April 03, 2022, I sent an email asking for an update on my request. On May 09, 2022, I sent an email explanation that I still had not received a response to my incident report. On May 17, 2022, I sent an email that said: please respond to my email asap. On May 25, 2022, sent an email stating that I still have not received a response from you. On August 25, I finally received a response requesting the reservation code. I sent that information and a copy of my meal receipts. I asked to just reimburse us for those meals. On August 29, 2022, we received a response stating that we must provide a copy of our Frontier offer letter. I reported that we did not receive a letter from the representative. I also ask why, five months later, they are requesting this documentation. No time in the past 6 month has this documentation been mentioned. I also called on August 31, 2022, asking why this is the first time a letter was requested. It seems to me that customer service was lacking and communication was not working properly. I would appreciate Frontier reimburse us for our meals. We still had to find transportation to *********** from ***********. Frontier did give ** a travel voucher for future travel.

    • Initial Complaint

      Date:09/01/2022

      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.
      8/29/2022 was the flight Paid $126.00 The business committed to providing an on time flight. It was delayed almost 4 hours with so many screwups which could have been avoided.Boarding was complete they said they had to recharge one of the emergency oxygen tanks which is not a problem almost 30 minutes later it was almost done but then they said they found a different issue and should not take long. fast forward 90 minutes it still was not fixed so they deplaned us. another 30 minutes later they moved us to the next gate where they proceeded to board us. captain assured everyone everything was good with this aircraft and we would be on our way in 15 minutes later. fast forward 30 more minutes and he then tells us they never put fuel in the plan and they are waiting on the fuel truck. that took another hour. between everything we were supposed to take off at 5:30am and did not until 9:20am. I tried calling the customer service line this morning 9/1 when i got back and was told their rules have recently changed and they do not do any more customer service vouchers that you have to request that at the airport. How was i supposed to know i would have to do that. This is very deceptive and i can not return to this airport since i live 60 miles from there.Confirmation #Q7ZKVL *** to TPA 8/29 & TPA to *** 9/1

    • Initial Complaint

      Date:08/31/2022

      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 had a flight that I was supposed to attend on 05-6-2022 but unfortunately I tested positive for Covid on 04-30-22 and needed to quarantine for 14 days due to cdc guidelines. I submitted documents multiple times and they keep saying its processing and they emailed me but I havent received my money at all or credit.

    • Initial Complaint

      Date:08/31/2022

      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.
      Last year, i had a family member dying from cancer which my mom was frequently visiting. To alleviate costs, i became a den member to get the discounts for her. After signing up, I tried to book a flight for her and came to find out that my discount did not apply to her unless i was flying with her. I understood and requested for a refund, at which point they told me they could not refund my membership. Now a year later, they renewed said membership without my consent. I contacted as the charges were applied to my account earlier this week to state that i did not wish to renew and wanted a refund. They refuse to give me a refund but will be willing to cancel my membership thus paying for a service never rendered. Last year, I chose not to argue as I was dealing with a family members health and eventual death but this year, I will not stay quiet and want a full refund of the $59.99 charged to my account. I dont wish to be a benefit member of that airline and with the way ive been treated in getting a refund, nor do i wish to every fly with that airline. My membership number is ***********.

    • Initial Complaint

      Date:08/30/2022

      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.
      I HAD A CREDIT FOR $554.12 FROM FRONTIER AIRLINES THAT WAS GRANTED IN 08/2021. I CALLED EARLIER THIS YEAR TO CONFIRM THE CREDIT AND A REP INFORMED ME THAT MY CREDIT WAS GOOD TO BE SCHEDULED UP UNTIL 08/31/2022 BUT HAD TO BE USED PRIOR TO 12/31/2022. I PUT A REMINDER ON MY PHONE AND IN MY PLANNER SO I DIDN'T FORGET SO I TRIED PLANNING MY TRIP TODAY THE ***** C98VKM DID NOT WORK. I CALLED FRONTIER AA ************ SPOKE TO CS AND THEN TO A SUPERVISER ID: ******* WHO TOLD ME THEY'RE NOT ALLOWED TO REINSTATE THE CREDIT AND APOLOGIZE FOR THE MISCOMMUNICATION, THEN TRANSFERRED TO CUSTOMER RELATIONS ********** AND ADVISED THE SAME. CR STATES THEY'RE THE HIGHEST AND FINAL ANSWER APOLOGIZE FOR THE PREVIOUS REP MISCOMMUNICATIONS AND SAID THERE'S NOTHING HE COULD DO. I THINK IT'S UNFAIR TO ME AS THE CONSUMER AS $554.12 IS HARD TO COME BY THEY BOTH SUGGESTED THAT I JUST REBOOK A NEW RESERVATION AS IF I HAVE A MONEY FACTORY BUT IT'S NOT THAT EASY FOR ME AS IT MAY BE FOR THEM. I NEED MY MONEY REFUNDED BACK TO MY CREDIT CARD OR A IN A GIFT CARD SO I CAN BOOK MY FLIGHT. I PAY FOR THEIR CC, THEIR DISCOUNT DEN PLAN AND TO BE TREATED LIKE THIS IS UNJUST. I PAY ALL MY BILLS TIMELY AND THEY TREAT THEIR CUSTOMERS LIKE THEY DON'T COUNT THEY HAVE BEEN VERY DISAPPOINTING TO ME AS A CONSUMER. I DON'TCARE ABOUT THE COST OF THE ****** I LIKE TO BE TREATED RIGHT IN ALL SITUATIONS. NOT TO MENTION I BOOKED A FLIGHT WITH THEM ON AUGUST 9TH SPENT ALMOST $600. THEY DIDN'T CONSIDER TO APPLY MY CREDITS. I DIDN'T THINK TO USE IT THEN UNTIL AFTER I BOOK BUT I DIDN'T CARE TO CALL THEM TO APPLY THEM AS I KNEW MY NOTES PER THE REP STATED I HAD UNTIL AUGUST 31, 2022 TO USE THE CREDITS AND I HAD A TRIP TO BOOK WITH MY KID THAT I NEEDED TO BOOK SO I WAS COMMITTING OUR FLIGHT TO FRONTIER TO USE THE CREDIT THAT I KNEW WAS AVAILABLE TO ME ONLY TO BE HUMILIATED AND DISAPPOINTED BY THEIR TEAM TODAY. PLEASE ASSIST WITH GETTING ME MY REFUND FROM THIS TEAM.

    • Initial Complaint

      Date:08/30/2022

      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 9/5/21, I purchased a roundtrip ticket from Frontier Airlines for my mother. She had to cancel the flight and on 9/12/21 I received a travel credit (M6VC7F) with Frontier for $231.96 and was told I could the credit to book online by 9/12/22. I tried to book online multiple times over the course of several days. Each time I entered the code, I received a message saying the credit was not valid. When I tried to call customer service, the line was repeatedly disconnected. Eventually, I emailed customer support about the issue. Initially, *****, the customer relations specialist apologized for the "service disruption" and advised me to "try later or again." I responded that it appeared necessary to escalate my grievance to the *** and the *************************. She then issued a voucher $231.96 and told me I could use it to book my mother's flight by 11/30/22. When I attempted to use the voucher this morning, I entered the voucher number received a message that $145.83 was available instead of $231.96. I applied the $145.83 to the cost of the ******* but requested to have the remaining $86.13 that was not available as promised to be credited to my method of payment. ***** said she did not know why the right amount did not show up but all she could do was offer me the remaining balance as voucher that I would have to use by 11/30/22. I will never fly with Frontier Airlines and I believe their business practices violate the rights of consumers. If the second voucher they issued had worked as promised, I never would have needed to use another form of payment to cover the $89.13. As such, I feel it is reasonable to have this amount returned to the method of payment I used.

    • Initial Complaint

      Date:08/30/2022

      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.
      We flew into *** on June 29, 2022. At that time one piece of our luggage was lost. That particular piece had a canon rebel camera and an engagement ring. I was told that the bag accidentally went to *******. I called several times and was told that the bag made it to *** on the 2nd of July. Went to the airport on the 2nd, no bag, went on the 3rd to fly out, no bag. I have called 39 times and have yet to get my bag. They continue to say its in *** and they will call me back. I have phone records for the last two months and have yet to receive a phone call back. I spent over $2800 on the ring and over $900 on my camera and still nothing.

    • Initial Complaint

      Date:08/30/2022

      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.
      I purchased a membership in July 2021 for $59.99 and did not realize it was set to auto renew. I have not utilized Frontier since my last purchase in July 2021. I was charged July 3rd 2022 for another membership at $59.99, and have not utilized their services nor do I plan to utilize in the future. I cannot travel for some time, I reached out to the company via their chat services on August 30th requesting a refund, **** the agent and Dodgie the supervisor only referred to the company policy and refused to assist me. This is very poor customer service, the company should revaluate how they handle policies and assisting their customers. My membership is Member Number: *********** and for some reason there must be another account in my name as I was charged on another credit card another $59.99. I would like a full refund on both as I have not utilized the services since July 2021.

    • Initial Complaint

      Date:08/30/2022

      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.
      After my experience at the ******************** with the Frontier *********** Supervisor, I had to go to my doctor's ****** because I could not control my blood ******************** that is the result of my experience at Frontier. I am requesting a full refund of Flights that NEVER happened and I want to get fully reimbursed for the last minute flights I had to purchase at Delta in order to get my daughters to PA.1. I purchased a flight for my daughter, **********************, through ******. The return flight was through Frontier code CEC7QA . The Frontier portion of the Flight was $136.98. (receipt attached) 2. I changed *****'s flight from Wed (8/24) to Friday (8/26) & paid the upgrade fee of $396.00 (receipts attached)3. I purchased my daughter ***************************** a round trip ticket through Frontier code UHV36U. The ticket cost $439.96 (receipts attached) 4. On our way to the airport, I received an email that my daughters' flight was cancelled. The email had an option to rebook flights which I did for both girls. HOWEVER, I rebooked Nailah first & paid $684.30 for a Delta seat. A minute later when I attempted to book *****'s seat, the ticket was priced at $1,478.30 for the SAME FLIGHT. (emails attached with options) INCIDENT AT THE FRONTIER COUNTER. I got to the airport to see that the flights had been cancelled for my daughters. I waited in line to speak to an agent & the agent told me the first flight out was Sunday. I explained to the young lady that my daughter had to take an exam Saturday morning & could not wait until Sunday to travel back to PA. The young lady told me that I am not the only one that needed to travel & that all i have to do is look around to see all the travelers around me and that the best she could do is Sunday. I was taken aback at how uncaring and rude this agent was, and I already started to not feel well. CEC7QA - $136.98 Upgrade - $396.00 UHV36U - $439.96 Delta Tix - $684.30 Delta Tix - $1,478.30 Total: $3,135.54

    • Initial Complaint

      Date:08/30/2022

      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.
      Thank you in advance for providing this service to consumers seeking help. On July 18, 2022, my family was scheduled to take Frontier flight **** from ***************, ** to ************, ** at 2:09pm. My confirmation code for the flight and transaction was K9S38M. The flight was cancelled by Frontier for unstated reasons approximately 4 hours before takeoff. I had purchased additional services for this flight on July 17, 2022. This included two seat assignments at a total of $31 and $32 apiece and a carry-on bag for $64. Therefore, I had paid Frontier $127 for services which they did not provide as a result of cancelling their flight. I contacted Frontier directly about this on July 19, 2022 to ask for reimbursement of the $127 since I paid for services which were not rendered through no fault of my own. Although Frontier did provide a very minimal reimbursement for new one-way airline tickets to get my family home (of which they only covered $800 out of the almost $1400 bill), they would not refund me for the ancillary fees I paid for services that were not provided. This seems criminal as the company took my funds, cancelled the service they promised to provide, and then refused to refund me for fees that I paid which depended on the service. I have attached the receipt for my funds paid: $63 was paid on 7/17/22 for the two seat assignments, and $64 was paid on 7/17/22 for the carry-on bag fee. I have also attached a PDF of my email exchange showing that Frontier declined to refund me these fees. I have worked through my personal travel insurance to recover some of the one-way trip costs, but these fees remain out-of-pocket expenses for me as a result of Frontier's cancellation. A direct refund of the $127 to my credit card would be acceptable. Alternatively, a Frontier credit voucher of $127 would also be acceptable, as unfortunately, we have to fly with them frequently. Thank you in advance for any help with this situation.

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

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