Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau
®
Powered by data. Driven by trust.
For Businesses
Powered by data. Driven by trust.
Find local businesses
Share
Business Profile

Airlines

Frontier Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 5,899 total complaints in the last 3 years.
    • 1,327 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/29/2025

      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 filed a dispute with my credit card company because frontier change the gate right before the flight while I was in tsa line and not only that you dont have service in the airport frontier told my credit card company I took the flight but I didnt take it and I bought to tickets totaling REMOVEDthen they send my credit card company a no show penalty saying that I was a no show and I didnt bord the flight and I had bought 2 tickets but at first saying I took the flight and didnt try to give me a refund and tried to give me credits no Im in debt with my credit card company REMOVEDextra fee for that

    • Initial Complaint

      Date:10/28/2025

      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.
      I flew to REMOVEDon September 12th with Frontier Airlines after getting to my hotel I noticed that my bag had been damaged. I had to purchase another bag to return home. After contacting Frontier they told me that the complaint had to be filed within 4 hours for them to do anything. I went with a London Fog bag and returned with a cheap REMOVEDbag.

    • Initial Complaint

      Date:10/28/2025

      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 seat on frontier flight 1994 leaving REMOVEDto REMOVED. The flight was delayed 8 hours and two minutes overnight; thisappearsto be because of a mechanicalissue. The counter staff refused a hotel accommodationand told me to contact customer service by phone. I received a whatsapp message that a hotel voucher was going to be emailed but it never came. The counter staff also just before leaving said they set up one $10 meal voucher that I'm not sure even worked when I tried to redeem. I also had to pay for an extra day of airport parking.

    • Initial Complaint

      Date:10/28/2025

      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.
      Request for reimbursement submitted 3 times with no resolution. Numerous hours on the phone and many other emails trying to get this resolved. We also submitted a complaint to REMOVED. Please see email below for information:This is in reference to claim # AUAF903351840. FINAL INTERIM PROCESS.THIS MESSAGE IS FOR REIMBURSEMENT for Expenses for luggage that was delayed. WE HAVE OUR BAG, however, we received it 10 days late and had to purchase items and REMOVEDfamily of 4 traveled on Frontier from REMOVEDto REMOVEDon August 9 with confirmation number UE26NP. Our baggage did not arrive and we filed a claim immediately at the airport with the Frontier representative. We were told that Frontier would ship the baggage to REMOVED, however, they did not. We remained in REMOVEDfor 7 days without any of our items and we returned to REMOVEDon August 16. We did not receive our luggage until August 19, 2025, when it was delivered to our home in REMOVED. This means we did not have any of our needed items during our entire REMOVEDwe only had one checked bag, all 4 passengers packed all important items needed for this trip, including clothing, toiletries,toothbrushes, toothpaste, floss, cetaphil sensitive skin wash,deodorant, shaving cream, shaving blades, medication, children's medication, sunscreen, clothing, underwear, socks, footwear bathing suits, pants., shirts, swimsets, in the bag that was lost. Since we were traveling to REMOVEDfor the beach, we needed hats and sunglasses to protect from the sun. Additionally, we had planned excursions and had packed custom snorkel gear which is required for use on a prepaid snorkeling excursion. Unfortunately, all of these items were in the bag that Frontier never sent to REMOVED. We spent many hours finding stores and searching and purchasing suitable items to replace what was missing. I have included 6 pages of receipts for our expenses. Thank you for your prompt reimbursement of $815.39 for our expenses.Thank you.

    • Initial Complaint

      Date:10/28/2025

      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.
      delayed my flight over 2 hours because there was no crew available to REMOVEDand apparently no gate to park the plane. Completely unacceptable airline operations. Passengers stranded and frustrated. I had to get a hotel in REMOVEDrebook flights with united and American airlines. Frontier refused to reimburse me on the return flight PBS5JV I would like my money back. There was no way to make the return as I was stranded in REMOVED. And that flight came back the next day.

    • Initial Complaint

      Date:10/27/2025

      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.
      My outbound flight was cancelled for my trip on this confirmation number ZFH6JM. I would like my flight cancelled and a refund please.

    • Initial Complaint

      Date:10/27/2025

      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.
      Frontier Airlines TL54H. On my way to REMOVEDi had two delays. I landed 1am the next day instead do 10pm. The real issue was when the Air Traffic Controllers didnt show up for work during the government shutdown. They cancelled my flight . I had to get a hotel overnight when trying to return to REMOVEDfrom MSP. That was a inconvenience. I missed work and had to stay at the REMOVEDfor 13 hours . Extremely dissatisfied and this is unacceptable I would like to have my flight refunded . Not even a food voucher just money I had to pay for hotel and missing work . Waste of time please make this right. The airline did not work with me at all and were rude.

    • Initial Complaint

      Date:10/27/2025

      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 am requesting reimbursement from Frontier Airlines after not providing the service that I purchased from them and also the ultimate cost I incurred due to them not providing that service. Attached is the letter I sent to Mr. REMOVEDFrontier Airlines CEO on 7/23/2025 with no response or resolution. The letter details the complaint. If you need any further information please do not hesitate to contact me by phone or email.Thank you,REMOVED

    • Initial Complaint

      Date:10/27/2025

      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.
      On October 23, 2025, I traveled on Frontier Flight #REMOVEDfrom REMOVED(REMOVED) to REMOVED(REMOVED) with my child. I gate-checked my stroller at the aircraft doorit was in perfect condition at boarding. When the stroller was returned to me upon arrival in REMOVED, it had visible structural damage.I immediately filed a damage claim with Frontier before leaving the airport and uploaded photos and documentation. The claim was initially listed as pending, but I later discovered it had been closed without any notice, email, or written decision. I was never contacted or given an opportunity to appeal.When I inquired, I was told the claim would be denied because the stroller was not placed in a protective bag. This reason is not supported by REMOVEDregulations or Frontiers own Contract of Carriage, which make no mention of a protective bag requirement for gate-checked child equipment.Since the stroller was handled entirely by Frontier after gate check, the airline is responsible for returning it in the same condition it was received. No waiver or advisory was provided at the gate indicating that use of a protective bag was mandatory.I have filed a DOT complaint (reference available) and am now escalating to the BBB because Frontier closed my claim prematurely, failed to provide notice, and denied liability without valid justification.

    • Initial Complaint

      Date:10/26/2025

      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.
      On 10/18/25 I purchased tickets for $191.00 with Frontier Airlines to fly from (SAT) REMOVED, to (REMOVED) REMOVED. The flight was on 10/26/25 at 8:26PM and had a connection in REMOVEDat 10:29PM. The first connection was delayed by 3 hours and REMOVEDa next day delay. I spoke to customer service about a hotel or meal compensation for my delay and was told that the company would not be providing these and that I would have to just wait. This employee was REMOVED(Employee ID: REMOVEDThe desk agents met the same conclusion. After being told this, I researched Frontiers customer service policy that states at a minimum meal reimbursements will be provided with potential hotel reimbursement. Its the responsibility of the Better Business Bureau to hold Frontier to their customer service policies.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.