BBB Business Review

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This business is not BBB accredited.

Frontier Airlines, Inc.

Find a Location

Phone: (720) 374-4200 Fax: (720) 374-4621 View Additional Phone Numbers PO Box 492085, Denver, CO 80249 http://www.FLYFRONTIER.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Frontier Airlines, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1235 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1235 complaints closed with BBB in last 3 years | 489 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 107
Billing/Collection Issues 264
Delivery Issues 28
Guarantee/Warranty Issues 5
Problems with Product/Service 831
Total Closed Complaints 1235

Additional Complaint Information

BBB has identified a potential pattern of customer complaints, as well as, in increase in the volume of complaints filed by consumers. Specifically, consumers allege customer service issues stating that they were unable to receive customer service due to extremely high call volumes and wait times. Customer service was related to other issues such as refund/exchange, service, billing/collection as these problems generated the calls to the company, which were not addressed - some consumers allege waiting as long as 4 hours. Consumers also allege refund or exchange issues stating that they did not receive a refund they were promised or only received part of their refund, while others are alleging that the company failed to provide compensation for out of pocket expenses due to flight delays or cancellations. Lastly, Service Issues has consumers alleging that their luggage was lost or damaged and/or that that consumers experienced long flight delays and spontaneous flight cancellations.


BBB met with the business on May 21, 2015 to address the allegations. Regarding customer service issues, the business stated that they recently outsourced their customer care department, which coupled with other internal changes such as a new reservation system, caused an increase in customer assistance requests with less resources to address these issues. The business stated they have also implemented changes relating to customer service, refunds, communication and operational efficiency to address the other patterns of customer complaints. BBB will continue to monitor incoming complaints moving forward.

Customer Reviews Summary Read customer reviews

47 Customer Reviews on Frontier Airlines, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 44
Total Customer Reviews 47

Additional Information

BBB file opened: May 15, 2001 Business started: 02/08/1994 Business started locally: 02/08/1994
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Type of Entity

Corporation

Business Management
Mr. Dave Siegel, CEO Ms. Lori Junker, Senior Manager Customer Relations Todd Lehmacher, Corporate Communications
Contact Information
Customer Contact: Ms. Lori Junker, Senior Manager Customer Relations
Principal: Mr. Dave Siegel, CEO
Business Category

Airlines


Customer Review Rating plus BBB Rating Summary

Frontier Airlines, Inc. has received 3.75 out of 5 stars based on 47 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.