Complaints

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

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  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  8500 Essington Ave Philadelphia International Airport Philadelphia, PA 19153

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:07/20/2022

  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'd purchased 6 tickets from *********, ** to *********, ** for July 14th -17. Our flight was being delayed after delayed. Finally the representative made an announcement that there was a crew ************ were trying to find a crew to flight out of ********* to STL them we would fly from STL to *****. Then she announced our flight was canceled n we'd be receiving an email shortly for a voucher. Then she said...things changed. Weather was bad so no voucher is available. Then she said she'd book us on next flight for the afternoon the next day. Then she said...wait...that flight is full. Then she just said, you all will get a refund...within the next day r 2. It was like...no remorse shown. Now I had to pay for a car rental to ******* just to catch a flight from there to ***** with SWA. We were a day late so I lost $ for our room. This issue cost me an additional $1609.05 and I'd like to be refunded that amount. The difference in the cost of last min tickets purchased with SWA vs what I paid in adv with Frontier, the rental n lost of one night with room. ************ both flew out that night to *****. Frontier seems to be lying just so they don't have to give out vouchers. It was prob like the rep ******** crew issue, not weather. We looked at the weather on an ******** wasn't showing any issues. Plz help me. Thanks.

• Initial Complaint

  Date:07/20/2022

  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.

  2/28/22 I made booked a flight with frontier airlines and immediately after when I saw the charge, which was $1407.02, I knew something was wrong. I cancelled the charge and noticed it was not refunding me the full amount which I knew was a mistake, I called the airline within 5minutes of the charge and explained the entire thing. They said they would refund me to my card with a few days. I then called citi bank credit card line and was told to wait for the company to refund and if I do not received anything to open a case. I opened a case a few weeks after and have been going back and forth with citi bank on this issue. I called frontier airlines around a month later and they told me the funds expired already. I was saying how can it expire when it was under investigation with my bank and frontier airlines. Today 7/20/22, I received a letter from citi bank stating that the merchant is refusing to refund my money. I would like a full refund of $1407.02. I took the proper steps to inform all parties within 10minutes of the event and months later I still am feeling helpless with getting my money back. This is a lot of money. I would really really appreciate any help from the bbb. Thank you and I look forward to hearing from a representative soon.

• Initial Complaint

  Date:07/20/2022

  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.

  Hello, Id like to report an incident where Frontier Airlines emailed customers and gave out the wrong information regarding the departure time causing us a Delay and Refuse to refund. The email said the fly is delayed and wont depart until 11:50 pm instead of 10:42 pm. We didn't know they came on time and did not receive any notice through email as we got an email about the fly depart got delay. when we complaint and request the money back the agent work for the front-tier at the airport refused to refund us; instead, she ordered a new flight and charged again even though we told her we didn't want to wait for that long to ************** flight because that's a business trip. Now I see three charges from front-tier airline on my credit card. We didn't even know how that happened. We told the customer service at the airport that we could not use the transfer ticket because it had one stop and the flight was several hours longer than the original flight that we booked. That was back on June 11, ****. The fly number **** from ******* to *********. This is an unfair business practice when its their fault and instead of refund they charged 2nd time without our knowledge but denied refunding our money back. We bought the new tickets on the same day with Sprit airline. I have the email from the front-tier and credit card statements to support for what I claimed. Please help me getting my refund and making sure the front tier airline should not give out a confuse notice to customers.

• Initial Complaint

  Date:07/19/2022

  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 luggage was sent to the wrong city. When I received my luggage items where stolen. I provided the airlines with receipts. Someone emailed me and told me they would give me $150 although the amount was $3,200 . I ask for a supervisor or manager to call. No ever called. I called several times unfortunately no will reply to me

• Initial Complaint

  Date:07/19/2022

  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 booked the flight below for me and my children and paid in full. After waiting in the terminal for 4 hours, they cancelled the flight and were supposed to refund us for the price of the tickets. It was supposed to take 10 days for a refund. I have not received the refund to date.ACCESS YOUR BOOKING PURCHASE SUMMARY AMOUNT PAID: $1741.82 FLIGHTSSubtotal: $923.88 DEPARTING FLIGHT **** ********* (***) to ******* (***)Depart: 6/22/2022 6:44 PM | Arrive: 6/22/2022 9:15 PM Total Duration: 2 hr 31 min RETURNING FLIGHT **** ******* (***) to ********* (***)Depart: 6/27/2022 3:37 PM | Arrive: 6/27/2022 5:59 PM Total Duration: 2 hr 22 min PASSENGERSADULT(S)1 - Taliba FosterNot a FRONTIER Milessm Member? Sign Up!2 - Anahla ****** ThomasNot a FRONTIER Milessm Member? Sign Up!3 - *********************** ThomasNot a FRONTIER Milessm Member? Sign Up!BUNDLE IT

• Initial Complaint

  Date:07/19/2022

  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.

  Our flight **** was canceled on 04/02/2022 and I understand that things happen but the refund of $195.28 for four people is unacceptable. After waiting at the airport for 5 hours they continued to delay the flight and eventually canceled it. We waited 3 hours for our bags to be returned and we were told Wednesday 04/06/2022 was the next available flight home. We opted to rent a car and drive home because we could not afford to stay in ******* and miss multiple days of work. This was not the only flight during this trip that we experienced problems. Every single flight was delayed by more then an hour. 03/25/22 ***-*** flight ****, 3/26/22 ***-ANU flight 52, 04/02/22 ANU-*** flight 53, and our final flight home was canceled. I would like the entire amount of $1779.88 refunded.

• Initial Complaint

  Date:07/19/2022

  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 4/8/2022 as i was driving to the *************** to catch my flight with Frontier Airlines, which had already been confirmed and my online check in done, i get an email saying that the flight was canceled. There was no explanations of any sort. The email presented a link for me to go on and buy another flight on my own with a different airline since they did not offer any other options that same day. The link did not work. I got desperate as I had to be at my destination that day. I started checking out other airlines and couldn't find anything out of *******, i had no place to stay in *******, i was driving there just to catch that flight. Frontier wouldn't pay for a hotel, so i had to use my ride who was driving back to ***** that day and drive to ***** with him. I couldn't find a flight to my destination until.two days later even out of *****, which i ended up getting with a different airline for $430.00, money i didn't have! Frontier did not refund me for their ticket , but said they'd reimburse up to $500 for my purchase with another airline. This is 14 weeks later, i still haven't received the refund! This is a charge i had to put on my credit card and which I've been paying monthly interest on!. They should also reimburse me for that interest, the trip back. To ***** the day of their flight cancellation AND all the stress and trouble they caused me for not getting me to my destination at all! I call them, i email them, but they're negligent, they don't know anything, it's a nightmare! They are keeping money that belongs to me.

  Customer Answer

  Date: 08/15/2022

  Hello,

   

  The company finally sent me a check that I received about one week ago. My dissatisfaction and complaints about Frontier Airlines are still valid. They took 4 mos to refund money that their initial email said would take 14 days. They only refunded the exact amount I paid to purchase a replacement ticket for their cxld flight. They didn't pay for the interest I paid on that amount to y credit card company for 4 mos. They didn't pay for my expenses back home from the *************** on that day of the cancelation, or a hotel stay since I couldn't find another flight till 2 days later. Their customer service is nonexistent, they are not knowledgeable, cooperative, or responsive. That company is garbage and other consumers need to know that.

   

  Thank you for your time and attention to this matter,

   

  Renata Tissot ********

• Initial Complaint

  Date:07/19/2022

  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 have been waiting for my cost reimbursement for over 18 weeks now for my rembursement. I was told 4-6 weeks. our frontier flight was canceled by frontier on 3/19/22 from ******* to ***** **. conf # KB5TJJ. Frontier sent ** an email to help ** get a new flight. On the frontier email their were 3 options. We selected option 3 when our flight was cancelled. "buy a ticket on another airline and frontier will reimburse us". I bought 2 tickets for my wife and I on southwest for $308.98 for a total $617.96 for the next day. all the receipts were sent into frontier for reimbursement. I put in to requests for reimbursement and I can?t get any straight answers from frontiers departments that I call. they answer is that nobody in the backroom can talk to anybody. The are running me in circles. Im being told it is in process. Really, over 18 weeks. Everything is computerized/digital, why is it talking so long? the 1st request code is 220321-00071. The 2nd time code is 220603-001003. my number is ************. can you help me in getting my money back.

• Initial Complaint

  Date:07/18/2022

  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.

  On April 15 2022 my boyfriend and I were scheduled to fly Frontier flight #****. We purchased tickets months in advance. Our confirmation number E6FY2F. On the day of the flight, we checked in, had our boarding passes and were at the gate ready to board on time. The passengers who paid extra for an assigned seat boarded first. By the time we were allowed to board, there were no seats left. Therefore were involuntarily denied boarding because Frontier oversold the flight. We were told rebook, however when we tried to that same day at the counter, all Frontier flights were oversold that weekend to our destination. Frontier also did not provide us with a written statement describing our rights and explaining how they decide who gets bumped which the *** requires (https://www.transportation.gov/individuals/aviation-consumer-protection/bumping-oversales). As a result, we were forced to drive to our destination 22 hours away. Because of this, we ended up adjusting our return flight from 4/18 to 4/19 since we lost an entire day of vacation due to driving. I contacted customer service on 4/15 to request a refund for the one-way flight that were involuntarily denied boarding. I followed their instructions by completing a form online and wait for a response. It is now July 2022, and I still have not received a response to my original inquiry nor have I received a refund for the services there were not rendered. We as passengers are entitled to our money back. In fact we are entitled to 400% of the one-way fare due to the Over 2 hour arrival delay we experienced according to the *** (https://www.transportation.gov/individuals/aviation-consumer-protection/bumping-oversales) This is ridiculous that I have to work so hard to get my money back for the company overselling my flight. Please help me get my money back.

• Initial Complaint

  Date:07/18/2022

  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.

  On 6/1/2022 we boarded Frontier flight #** from ****** to ****** with a connecting flight after to *********. Upon landing in ****** we waited for our luggage but when it never came out we were told by customer service that it was never put on the plane and was still ******. We were told to submit a lost bag claim and follow up. We then went on to our connecting gate for our flight from ****** to *********, #***. That flight was pulling out as we were running up to it. The agents were able to put us on standby for a red eye flight some time later. Once we got home our luggage was delivered to us 2 days later on 6/3. Upon opening the luggage we noticed several items were stolen. We filed a report and claim with Frontier immediately on 6/3. I reached out today 7/18 to follow up and was told they are not liable for my stolen items and would not be compensating me. I was offered a 25$ Customer inconvenience voucher and told nothing further would be able to be done. I paid 55$ for the checked bag and have lost a value of 525$ in stolen items. This company clearly doesnt care about its customers and by the * rating displayed by the Better Business Bureau I see Im not the only one that feels this way.