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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

• 

  Frontier Airlines

  6701 Convair Rd El Paso, TX 79925-1099

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:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Im filing a complaint about unauthorized access or mishandling of my Frontier account. On April 14, 2025, I received two flight confirmations (codes HJYD5X and MEGVYM) for someone named ******* *****, who used my email and redeemed my Frontier Miles. I dont know this person and did not authorize the bookings. I was then locked out of my account, unable to reset my password. Frontier support said my miles were moved to an unknown email ********************** and phone number *************). I never made these changes. Ive received no update after 6 days, despite a 48-hour response promise. Im a Discount Den member with a Frontier credit card and years of miles. I now have zero access. Im requesting full restoration of my account, miles, and membership, and a written resolution ASAP.

  Business Response

  Date: 07/27/2025

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I understand you are contacting us today in regards to your Frontier miles account where you claimed 2 reservations were made  using your Frontier miles account, i see that you are not able to reset your password as well and you need assistance to recover the control of your account. I will be more than glad to address your request. However, for the privacy and security of our customers we ask that you reply with the following:  
  
  Frontier Miles Member must provide:
  
  Account first & last name
  Account phone number
  Account address
  Account email
  
  In addition we have our Chat support available. At Frontier, it is our mission to make your experience easy, affordable and enjoyable. Have a question for us or need assistance with an existing reservation? We're here to help 24x7! *****************************************************************   
  
  We appreciate your cooperation and look forward to hearing back from you.  
  
  Regards,
  
  Customer Relations Specialist
  **********************
  ************************************************ 
   

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  To Whom It May Concern,I am writing to formally file a complaint against Frontier Airlines regarding a recent promotional offer I received via email concerning my flight to ************, **. The email indicated that if I had flexible travel plans and was willing to switch to another Frontier Airlines flight, I would receive a travel voucher for future travel and be reconfirmed on the next available flight to the same destination.Based on this promotion, I opted to change my travel plans. However, I was unexpectedly charged a fee to make the flight change, and I did not receive the promised travel credit. I attempted to reach Frontiers customer service to resolve this matter, but I have been unable to speak with a representative or get a response that addresses my concerns.This situation constitutes false advertisement and deceptive business practices. I acted in good faith based on Frontiers written communication, and I believe the company should be held accountable for not honoring its own offer.I am requesting the following resolution:1.A full refund of any change fees charged in relation to this flight change.2.Issuance of the promised travel voucher for future Frontier Airlines travel, as stated in the promotion.3.An official apology or explanation for the misleading communication and poor customer support.For reference, I have attached the original email promotion I received.Please respond to this matter promptly. If not resolved within a reasonable timeframe, I intend to escalate this issue by filing formal complaints with the ********************************* and the Better Business Bureau.Sincerely,***** ******* **********

  Business Response

  Date: 07/27/2025

  Hello Monee,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I'll take over your case thank you for being a loyal customer. I will be answering all your inconveniences, and providing solutions to your concerns regarding: to your cent flight experience on XXXXXX when traveling from XXXXXX to XXXXXX. I understand you receive a notification about an offer of taking a later flight and receiving a voucher, I will clarify this confusion.
  
  The notification you received was not a promotion this was a notification letting you know your flight had been disrupted, in an effort to make things right automatically offers are made to passengers for those that can take a later flight, as you can see the screenshot you submitted mention that you need to see a Frontier Ticket counter or gate agent in order to accept this offer, if you decide to make the changes on your own online the system will automatically charge, because all changes are subject to additional fees.  *************************************************************************************  
  
  These options such as offering travel vouchers in exchange for passengers choosing a later flight is designed to be managed directly at the airport by a gate agent prior to departure, and not through online self-service or remote channels. We understand this nuance was not clearly communicated, and we apologize for the misunderstanding and resulting frustration. For future reference, we highly recommend speaking with a Frontier representative in person at the airport before making changes based on flexible travel offers. This allows our staff to apply the promotion accurately and confirm rebooking details while ensuring you are eligible for any compensation.
  
  Upon reviewing your flight history, our records confirm that your original ticket was boarded and flown, which classifies the reservation as used and ineligible for a refund under our current policy. Since service was provided, we're unable to offer reimbursement for change fees related to this itinerary. We have a coupe scenarios where we provide a refund, if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. My research indicates that you purchased a non-refundable Economy fare ticket for confirmation code: XXXXXX . This type of ticket does not qualify for a refund if 24 hours have passed from the time of purchase or for tickets purchased less than 7 days (168 hours) before the scheduled departure time. Respectfully, your reservation does not qualify for a refund. The XXXXXX change fee was not applied the additional fees were added due to the new flight you selected had a higher fare, fare difference cannot be refunded.

  As one time exception we have issued a XXXXXX voucher XXXXXX valid for XXXXXX starting from today. Your voucher expires on XXXXXX . You don't have to fly before XXXXXX but must book your travel before the voucher expires. keep in mind once a voucher is expired cannot be extended. Details and instructions about how to redeem the voucher are below. ******************************************************************************************************** or just follow these simple steps to redeem your voucher:
  
  This voucher is valid for XXXXXX days from the date of issue. This voucher is non-refundable and is applicable to the full fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before it expires. The name on the new reservation must match the old reservation exactly.
  To redeem these vouchers, please follow the next step:
  
  1. Visit **************************************** and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXXXX for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - These vouchers will cover the full fare.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!

  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:07/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Me and my family booked a trip with frontier airlines back in February 2025 and we received a credit after paying cash. We settled for credit since they gave us a hard time. Finally booked another trip using the credit and then spent more on my credit card. On 7/16/25 we were ready to fly from *************** when I received a message regarding our flight being delayed and then cancelled. Me and my family had to buy one way tickets from another airline same day for over $1000.00. We unfortunately had to book it because we had another international trip from *** to ****** that we had to catch on 7/18/25. This would have ruined our whole family vacation. I am seeking a full refund for the first segment of our flight. Hopefully our return doesnt get cancelled. What Ive calculated for the first part of our flight from BUF-DFW that was cancelled with bags is $656.24. I am also looking for compensation for that amount I had to pay on the other airline.

  Business Response

  Date: 07/27/2025

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  I understand your concerns about your flight on XXXXX when set to travel from XXXXX -XXXXX to XXXXX . Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as result of this flight cancellation you incurred in additional expenses for alternative airline since you had to rebook your flight last minute, please allow me to take over your case.
  
  Flight cancellations are never something we take lightly, and we understand how difficult it was to have to secure alternate travel with little notice especially given your connection to an international departure on July 18. We know how much planning goes into a family vacation, and its incredibly disappointing when those plans are upended. At this time, we must respectfully inform you that Frontier Airlines does not reimburse costs incurred with alternative carriers, even when cancellations occur. We realize that this policy may not be the outcome you were hoping for, especially considering the additional expense of over $XXXXX to continue your travel plans. Nonetheless, your feedback has been forwarded to our internal teams so that we can evaluate ways to strengthen the support we offer in cases of disruption and prevent similar experiences in the future.
  
  As stated in our Contract of Carriage, Section 18.C, Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or an equivalent destination, as outlined therein. Frontier has no obligation to provide transportation on another carrier.  Please check the following link page 20 letter C. ******************************************************************* If Frontier is unable to provide the transportation described above, we will, upon request, issue a refund for the unused portion of the passengers ticket in lieu of the transportation. Contract of Carriage Frontier Airlines. Additionally, as noted on the ********************************* website: Aviation Consumer Protection Refunds A consumer who incurs incidental expense such as for a rental car, hotel room, alternative airline, or meals due to a significantly delayed or canceled flight is not entitled to a refund for those incidental expenses.  
  
  Looking at your reservation XXXXX I can confirm your refund has been approved in the amount of XXXXX this payment was made using a voucher so the refund is issued as a voucher, under name XXXXX voucher code XXXXX exp date XXXXX 
  
  In addition as one time exception we have issued a XXXXX voucher per passenger valid for XXXXX starting from today. Your voucher expires on XXXXX. You don't have to fly before XXXXX but must book your travel before the voucher expires. keep in mind once a voucher is expired cannot be extended. Details and instructions about how to redeem the voucher are below. ******************************************************************************************************** or just follow these simple steps to redeem your voucher:
  
  These vouchers are valid for XXXXX from the date of issue. This voucher is non-refundable and is applicable to the full fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before it expires. The name on the new reservation must match the old reservation exactly.
  
  To redeem these vouchers, please follow the next step:
  
  1. Visit **************************************** and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - These vouchers will cover the full fare.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  For future flights, you might consider one of our bundled packs. Each option bundles extra services such as bags and seats at one low price. 
  ****************************************travel/travel-info/bundle-save/?mobile=true
  
  I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!
  
  Regards,
  
  Customer Care Advocate
  **********************
  ************************************************

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 flight # **** from *** to ******************, *********** On June 30, 2025 Frontier unexpectedly routed our flight to *** after we boarded the plane. They cancelled the flight after 3 hours on the plane in the *********** and did not issue a hotel voucher nor refund. They refuse to provide a common carrier statement explaining the reason for the delay, preventing me from filing for a refund with my credit card's travel insurance. They will not issue my refund for the remaining cost of my flight, stating that I was marked as no-show. I was dropped in ***, so I definitely boarded that plane.

  Business Response

  Date: 07/27/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  I understand your concerns about your flight on XXXXXXX when set to travel from XXXXXXX to XXXXXXX. Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as result of this flight cancellation you incurred in additional expenses for for the remaining costs of your flight, please allow me to take over your case.
  
  We understand how disruptive and confusing it was to be unexpectedly routed to XXXXXXX, remain onboard for several hours, and then learn the flight was canceled. Please know that the cancellation was due to an unexpected maintenance issue involving the aircraft, which rendered the plane unfit for travel. While canceling a flight is always a last resort, the safety of our passengers and crew is our highest priority, and in this instance, cancellation was the most responsible decision to avoid any mid-flight incidents.
  
  We recognize that the lack of a hotel voucher, as well as confusion around refund eligibility and your booking status, has made this situation even more difficult. Your feedback regarding the absence of a common carrier statement and misclassification as a no-show has been forwarded to our Customer Relations and Technical Support teams. We understand how critical that documentation is for insurance purposes, and we regret that it was not proactively provided. In reviewing your case, we confirm that you boarded the aircraft at XXXXXXX, and your re-routing to XXXXXXX was operationally driven not by passenger action. We are working to correct the record in our system and ensure this is reflected accurately in your refund eligibility review.
  
  As stated in our Contract of Carriage, Section 18.C, Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or an equivalent destination, as outlined therein. Frontier has no obligation to provide transportation on another carrier.  Please check the following link page 20 letter C. ******************************************************************* If Frontier is unable to provide the transportation described above, we will, upon request, issue a refund for the unused portion of the passengers ticket in lieu of the transportation. Contract of Carriage Frontier Airlines. Additionally, as noted on the ********************************* website: Aviation Consumer Protection Refunds A consumer who incurs incidental expense such as for a rental car, hotel room, alternative airline, or meals due to a significantly delayed or canceled flight is not entitled to a refund for those incidental expenses.
  
  Looks like you received one base fare vouchers in the amount of XXXXX valid for XXXXX , as a one time exception,we have voided this voucher and re-issue a full fare voucher, which will cover flights, fees, taxes bags and seats, in the amount of XXXXX code XXXX. Your voucher expires on XXXXXXX . You don't have to fly before 10/24/2025 but must book your travel before the voucher expires. keep in mind once a voucher is expired cannot be extended. Details and instructions about how to redeem the voucher are below. ******************************************************************************************************** or just follow these simple steps to redeem your voucher:
  
  These vouchers are valid for XXXXXXX from the date of issue. This voucher is non-refundable and is applicable to the full fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before it expires. The name on the new reservation must match the old reservation exactly.
  To redeem these vouchers, please follow the next step:
  
  1. Visit **************************************** and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXXX for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - These vouchers will cover the full fare.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  For future flights, you might consider one of our bundled packs. Each option bundles extra services such as bags and seats at one low price. 
  ****************************************travel/travel-info/bundle-save/?mobile=true
  
  I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!
  
  Regards,
  
  Customer Care Advocate
  **********************
  
  ************************************************ 

• Initial Complaint

  Date:07/17/2025

  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.

  My family and I had Frontier ticket from *********** to ***** which had a 1 hour stop at ********But the Frontier plane didnt not leave the *********** on time and it had 1 hour delay. So when we arrived late at ***************. And although the plane was still at the gate but, the frontier stuff at the gate didnt let us to board. And told us go back to the ticketing counter so they can help you to give you the ticket for the next flight.But once we went to the ticketing counter, the rude black lady at the ticketing counter told us that there is no other ticket available and she cant do anything. And she said the only option is to go to ************** and then go to *****. Which we had to spend 9 more hours and arrive at 12 AM to ***** instead of arriving at 8 ***** we asked the lady that we dont want this, please refund us and we will go with another airline. She said okay you will get refund of $607.92 and you will receive your refund on your credit card. And she didnt gave us any ********** the same time while I was looking for another airline tickets, I called frontier to make sure that they dont have any ticket. They told me on the call, since they issued refund, they cant help me to get another ticket.And I disconnected the call. And had to get **************** tickets for $1200 to go to *****. And I was expecting to receive the refund.But after I came back from the vacation, I noticed that I didnt receive the refund. And when I contacted the frontier, they replied I will not receive any refund because the it shows to them that passenger didnt show!!!!!This is ridiculous!!I even disputed my transaction. But the airline sent some fake screen shot showing we didnt show up! They dont say their flight had delay, it is not my mistake!!!!

  Business Response

  Date: 07/27/2025

  Hello ****,
  
  Thank you for reaching out to Frontier Airlines about this flight cancellation experience. I'm a customer relations agent I will be reviewing your case today. In advance, I want to thank you for being part of the Frontier travel family I understand your concerns about your flight on XXXXX when set to travel from XXXXX to XXXXX. Travel can be stressful, and unexpected delays are never welcome. apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as result of the delay in the first leg you were not able to make it on time for the connection flight causing a misconnection, we are sorry you incurred in additional expenses for alternative airline we are aware of you request for coverage and a refund for your ticket with Frontier.
  
  Your feedback has been documented and forwarded to the relevant teams, including station leadership, to help us better identify communication gaps and improve the support we offer during disruptions. We are especially sorry for the confusion surrounding the refund information you were given during your interaction with our female representative. Please know we are committed to ensuring our team members are fully trained on how to communicate refund policies accurately and respectfully, and a coaching session has been scheduled to address this matter.
  
  Weve reviewed your booking, and a refund of XXXXX was issued to your XXXXX card ending in XXXXX , expiration XXXXX refunds take 7 business days to show in your card. This amount represents the unused portion of your ticket. Since the first leg of your trip from XXXXX to XXXXX was boarded, it was considered used and therefore not eligible for refund per policy. We understand you had to purchase alternate flights with another airline due to this disruption. While we sympathize with the financial burden this imposed, Frontier Airlines does not reimburse expenses incurred with other carriers, including airfare, lodging, or ground transportation, as outlined in our current guidelines. ******************************************************************************************;
  
  In addition to your alternative airline expenses I can confirm, as stated in our Contract of Carriage, Section 18.C, Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or an equivalent destination, as outlined therein. Frontier has no obligation to provide transportation on another carrier.  Please check the following link page 20 letter C. ******************************************************************* If Frontier is unable to provide the transportation described above, we will, upon request, issue a refund for the unused portion of the passengers ticket in lieu of the transportation. Contract of Carriage Frontier Airlines. Additionally, as noted on the ********************************* website: Aviation Consumer Protection Refunds A consumer who incurs incidental expense such as for a rental car, hotel room, alternative airline, or meals due to a significantly delayed or canceled flight is not entitled to a refund for those incidental expenses.
  
  As one time exception we have issued a XXXXX voucher per passenger valid for XXXXX starting from today. Your voucher expires on XXXXX . You don't have to fly before XXXXX  but must book your travel before the voucher expires. keep in mind once a voucher is expired cannot be extended. Details and instructions about how to redeem the voucher are below. ********************************************************************************************************  or just follow these simple steps to redeem your voucher:
  
  These vouchers are valid for XXXXX from the date of issue. This voucher is non-refundable and is applicable to the full fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before it expires. The name on the new reservation must match the old reservation exactly.
  To redeem these vouchers, please follow the next step:
  
  1. Visit **************************************** and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXXX for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - These vouchers will cover the full fare.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  For future flights, you might consider one of our bundled packs. Each option bundles extra services such as bags and seats at one low price. 
  ****************************************travel/travel-info/bundle-save/?mobile=true
  
  I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!
  
  Regards,
  
  Customer Care Advocate
  **********************
  ************************************************

  Customer Answer

  Date: 07/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I received the refund for the portion of the flight that we couldn't board.
  And we also received the vouchers.

  Thank you!
   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Flight Purchased 03/24/25 Flight CHANGED by Frontier 04/11/25 No refund or other options were provided.Had to book a hotel for Saturday as we stayed 2 hours from ATL.06/04/25 - Flew to ******* 06/08/25 - Arrive at airport, and are unable to check our bag for an "unknown" reason at 6:45am. At 7:10am, they let us know the 8am flight was cancelled. At this point, we've already returned the rental car. Desk clerks were rude, dismissive and overall unhelpful. They refused any of our requests to assist us and informed us the next flight was the next day (06/09/25) - In addition to this information, they could not help us request a flight from another airline OR pay for a hotel to stay until the 9th to take the flight THEY rescheduled. They also would not provide a reason for the flight cancellation, nor was a reason listed on *** trackers later that evening.We asked them IN PERSON not to schedule us for the flight on the 9th, as we assumed this would make the refund request they suggested more difficult.3 hours later, I got emails indicating they had in fact booked us on the flight on the 9th.After they were unhelpful, we scrambled to get a rental car to drive home as we had non-missable commitments and they apparently would not cover a hotel to stay until the 9th either way. 06/17/25 - Submitted refund request. Was told 5-7 day wait time.06/24/25 - Told that they would not cover rental car nor hotel. A further 5-7 day wait time was added for the flight refund communication.07/17/25 - Called Frontier (4 hour hold), flight refund was "pending decline" due to us "missing" the flight on the 9th even though we asked NOT to be rescheduled. Was also informed the cancellation reason was Frontier's fault - Lack of crew.They informed they could not refund due to us "missing" our rescheduled flight - Again, that we never asked for. Was told that was their final decision.Frontier single-handedly caused us to spend hundreds of dollars more this weekend.

  Business Response

  Date: 07/27/2025

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
   
  I understand your concerns about your flight on XXXXX when set to travel from XXXXX to XXXXX . Travel can be stressful, and unexpected cancellations are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as result of this flight cancellation you incurred in additional expenses for alternative car rental and hotel, We apologized in the long delay of taking this care off I see that you were advise your refund will show in your account in 7 business days but has not shown yet please allow me to take over your case.
  
  We deeply regret the cancellation of your flight on XXXXX, which we understand occurred after you had already returned your rental car and arrived at the airport. After further review, we can confirm the primary reason for cancellation was due to inflight availability, which relates to crew scheduling limitations that prevented us from completing the flight as planned. We understand how unsettling it is to face a last-minute cancellation without clear communication, and were truly sorry for the stress this caused.
  
  Additionally, we acknowledge that your refund request was mistakenly routed to the incorrect team, which contributed to further delays. Weve now taken corrective action and forwarded your request to our Revenue Team for appropriate processing. Please allow up to five business days for a formal response regarding your refund. Regarding your concerns about added expenses including the rental car, hotel accommodations, and alternative travel plans we sympathize with the burden this placed on your weekend and personal commitments. However, as outlined in our policy, Frontier Airlines is unable to reimburse third-party expenses, such as lodging, ground transportation, or flights booked with other carriers.
  
  We also apologize for the lack of courtesy and support you described from our airport agents. Your feedback has been documented and shared directly with the station leadership to ensure additional coaching and retraining is implemented. Our goal is to ****** respectful and solution-focused interactions, especially in moments of unexpected disruption.
  
  As stated in our Contract of Carriage, Section 18.C, Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or an equivalent destination, as outlined therein. Frontier has no obligation to provide transportation on another carrier.  Please check the following link page 20 letter C. ******************************************************************* If Frontier is unable to provide the transportation described above, we will, upon request, issue a refund for the unused portion of the passengers ticket in lieu of the transportation. Contract of Carriage Frontier Airlines. Additionally, as noted on the ********************************* website: Aviation Consumer Protection Refunds A consumer who incurs incidental expense such as for a rental car, hotel room, alternative airline, or meals due to a significantly delayed or canceled flight is not entitled to a refund for those incidental expenses.
  
  Looks like you received seven base fare vouchers in the amount of XXXXX per-passenger valid for XXXXX, as a one time exception,we have voided this voucher and re-issue a full fare voucher, which will cover flights, fees, taxes bags and seats, in the amount of XXXXX per passenger valid for XXXXX starting from today XXXXX. Your voucher expires on XXXXX You don't have to fly before XXXXX but must book your travel before the voucher expires. keep in mind once a voucher is expired cannot be extended. Details and instructions about how to redeem the voucher are below. ******************************************************************************************************** or just follow these simple steps to redeem your voucher:
  
  These vouchers are valid for 90 days days from the date of issue. This voucher is non-refundable and is applicable to the full fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before it expires. The name on the new reservation must match the old reservation exactly.
  To redeem these vouchers, please follow the next step:
  
  1. Visit **************************************** and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXXX for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - These vouchers will cover the full fare.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  For future flights, you might consider one of our bundled packs. Each option bundles extra services such as bags and seats at one low price. 
  ****************************************travel/travel-info/bundle-save/?mobile=true
  
  I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!
  
  Regards,
  
  Customer Care Advocate
  **********************
  ************************************************

• Initial Complaint

  Date:07/17/2025

  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.

  To Whom It May Concern,I am filing a complaint against Frontier Airlines for a three-day travel nightmare that involved repeated delays, overbooking, financial loss, and outright mistreatment of customers myself *********** original flight, Frontier #**** from ****** (DEN) to ************ (PHL) on July 15, 2025, was delayed due to air traffic control issues. Frontier provided no assistance whatsoever no hotel, food, or transportation and I was left to find a place to sleep and pay out of pocket just to survive the night. I also had to pay a third party for rides back and forth to the airport, since no one is driving you around for free.I was rebooked for July 16, but that flight was delayed again, causing me to miss my connecting flight. Now rebooked for July 17, Ive been stranded in this process for three consecutive days, spending my own money and time to deal with Frontiers **************, I checked in early, only to discover I had been assigned Seat 0 no seat at all because the flight was overbooked. Frontier knowingly sold more tickets than they had room for.Worse yet, the gate environment was chaotic and hostile. I witnessed overwhelmed gate agents threaten to call the police on frustrated but non-disruptive passengers. Everyone around me was in the same situation delayed, bumped, and dismissed.After all of this, Frontiers only offer to me was a $49 credit, which is not just insulting its offensive.I am requesting:A full reimbursement of my travel-related expenses (transportation, meals, lodging)Compensation for the three days of stress, inconvenience, and lack of customer support This was not a single mishap it was repeated negligence and disrespect toward multiple passengers. I hope the Better Business Bureau will step in to hold Frontier accountable and prevent this from continuing to happen to others.Sincerely,****** ****** III

  Business Response

  Date: 07/27/2025

  Hello ******
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I understand your concerns about your flight XXXXX on XXXXX when set to travel from XXXXX to XXXXX an. Travel can be stressful, and unexpected delays are never welcome. I want you to know that Frontier Airlines cares about our passengers' experience. I apologize for your disappointment with this flight experience on our aircraft. It is certainly not our intent to have our customers spend more time than they have to in our facilities. I understand as result of this flight disruption no assistance was provided for hotel, food or transportation and incurred in booking a hotel wit your own funds, please allow me to take over your case.
  
  After closely examining the circumstances surrounding XXXXX, we can confirm that the disruption was not due to overbooking. Instead, the flight experienced an extended ground stop as a result of severe weather conditions and air traffic control restrictions, which are situations beyond our operational control. We understand that the outcome was highly frustrating, and the decision to rebook passengers although difficult was made to prioritize safety and maintain regulatory compliance. Your feedback is extremely important to us and has been forwarded to our leadership and Customer Experience teams for internal review.
  
  We sincerely apologize for the confusion, lack of timely assistance, and overall stressful environment you encountered at the gate. The experience you described, including the overwhelming atmosphere and limited support from agents, does not reflect the level of service we aim to provide. Your comments have been shared with station leadership, and coaching will be delivered to reinforce professionalism, compassion, and effective communication under high-pressure circumstances. Regarding your mention of the offer of a $49.00 credit, we understand that this gesture does not adequately reflect the inconvenience you endured and the amount being offered did not align tot he cost you had incurred. While credits are typically issued based on delay duration and fare type, your feedback is helping us evaluate how we communicate and respond more appropriately to compounded service disruptions.
  
  Please note that meal vouchers are available upon request at the airport, and we regret that you were not informed or offered one during this time. We are also required to clarify that, as outlined in our company policy, Frontier Airlines cannot reimburse third-party expenses, including hotel accommodations, ground transportation, or alternate airline bookings, even in cases of uncontrollable delays or cancellations.
  
  As stated in our Contract of Carriage, Section 18.C, Frontier will provide transportation on its own flights at no additional charge to the passengers original destination or an equivalent destination, as outlined therein. Frontier has no obligation to provide transportation on another carrier.  Please check the following link page 20 letter C. ******************************************************************* If Frontier is unable to provide the transportation described above, we will, upon request, issue a refund for the unused portion of the passengers ticket in lieu of the transportation. Contract of Carriage Frontier Airlines. Additionally, as noted on the ********************************* website: Aviation Consumer Protection Refunds A consumer who incurs incidental expense such as for a rental car, hotel room, alternative airline, or meals due to a significantly delayed or canceled flight is not entitled to a refund for those incidental expenses.
  
  As one time exception we have issued a XXXXX voucher XXXXX valid for XXXXX starting from today. Your voucher expires on XXXXX . You don't have to fly before XXXXX but must book your travel before the voucher expires. keep in mind once a voucher is expired cannot be extended. Details and instructions about how to redeem the voucher are below. ******************************************************************************************************** or just follow these simple steps to redeem your voucher:
  
  These vouchers are valid for XXXX from the date of issue. This voucher is non-refundable and is applicable to the full fare. Travel must be booked before the expiry date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. This voucher must be redeemed before it expires. The name on the new reservation must match the old reservation exactly.
  To redeem these vouchers, please follow the next step:
  
  1. Visit **************************************** and select your new flight.
  2. On the payment screen, select Have a voucher from Frontier Airlines?, add voucher here, enter your voucher number in the field provided, and select apply voucher.
  Note:
  - Vouchers are not redeemable for cash.
  - Vouchers are valid for XXXXX for booking a flight from the date they are issued.
  - Vouchers are one-time use, meaning there will be no remaining value after redemption.
  - These vouchers will cover the full fare.
  - Vouchers are non-transferable and may only be redeemed in the name of the passenger to whom it was issued.
  - The name on the new reservation must match the old reservation exactly.
  
  For future flights, you might consider one of our bundled packs. Each option bundles extra services such as bags and seats at one low price. 
  ****************************************travel/travel-info/bundle-save/?mobile=true
  
  I hope this will not deter you from flying Frontier in the future. We hope your next experience with us will be a good one!
  
  Regards,
  
  Customer Care Advocate
  **********************
  ************************************************
   

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 cancelled my GoWild Pass with Frontier Airlines. Their frontier miles website reactivated the autorenewal which I was unaware of for about 12months, costing me over $1000 in charges. I'd understand if I reactivated the autorenewal, but I did not. During this time I continued to purchase flights from Frontier at regular prices never using the reactivated GoWild Pass I was unaware of (I could have purchased a year's pass for about $600). I asked for specific details of my case to confirm that I was not the one that reactivated my GoWild Pass autorenewal, but Frontier is now ignoring my emails. I believe this was a glitch on their website, which they are unwilling to investigate for me. I have been a regular flyer of Frontier, but they seem unwilling to put in the necessary effort to investigate this further. I am very disappointed and will be contacting my state's attorney generals office soon.

  Business Response

  Date: 07/26/2025

  Hello ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for bringing this to our attention. Im truly sorry to hear about the unexpected charges related to your GoWild Pass and the frustration you've experienced trying to resolve this matter. I completely understand how upsetting it must be to discover over $XXXXX in charges for a service you believed had been canceled especially when it was never used.
  
  We appreciate your loyalty as a regular Frontier flyer, and its disappointing to hear that your concerns have not been addressed with the care and urgency they deserve. Your request for a detailed investigation into how the auto-renewal was reactivated is entirely reasonable, and I regret that youve felt ignored in your efforts to get answers.
  
  I have located your last GoWild! Pass renewal under code XXXX and I can see that the purchase was completed and the membership without being used. We respect your refund request for the amount $XXXX. Please be advised that the pass is non-refundable but we have made an exception with the last charge given the circumstances in which you have requested it.
   
  Point 12. GoWild! Pass states under Payment Initial GoWild! Pass Sign Up: Upon enrollment, the purchaser will be charged the initial enrollment price. The initial enrollment price is non-refundable. The purchaser assumes all obligations of the pass holders participation in the GoWild! Pass. This can be found in the following link: ************************************************************************************************* The renewal fee is nonrefundable.
   
  We have refunded the amount of $XXXX to your original form of payment, a XXXX ending in XXXX. Please allow **** business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account. Expect an email from us with refund details. Additionally, we have cancelled the renewal.
  
  We look forward to having the opportunity to welcome you aboard soon. Stay safe and have a nice day.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:07/15/2025

  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 Jan 25, we purchased Frontier Airline's Discount Den for $99.99 and a set of four airline tickets to travel between ******* and *********. Around April 25, we received notification that our one-way (1 hr 30 min) tickets had been re-routed to go through ****** resulting in a 10+ hour travel day. This was a significant and unexpected change for our travel and we contacted Frontier for options; they informed us that they stopped running a direct flight from ******* to ********* and there were no good options, so we elected to cancel our trip and Frontier refunded us our airfare. During that call, I also requested to have the Discount Den refunded because the whole reason we purchased it was for this trip and to take future direct one-way flights between ******* and *********, which is no longer an option and in my opinion, invalidates what they offered by their Discount Den. The customer service *** told us this could be approved but we had to submit a refund request through the Frontier website which I did on 17 May 25. On 20 Jun 25, I received an email response saying my refund had been approved and I would see the funds reflected back in my account within 7 business days. The funds were not received. I ***lied to that email on 2 Jul 25 hoping to get clarification if this refund was for my airfare or Discount Den. I haven't heard back to that email and it is nearly impossible to reach Frontier by phone or chat so I have resorted to this method.

  Business Response

  Date: 07/26/2025

  Hello ****, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  We are sorry to hear that your direct flight #**** from ****, **, to ****XX, **, has already been affected by a schedule change and added to a connecting flight. We apologize that you could not travel as planned. It is never our intention to inconvenience our passengers. Please accept our apologies. 
  
  Due to our policies, when a flight has a cancellation, diversion, or delay or schedule change of more than **** hours, passengers have the option to obtain a refund or travel credit for their flight or change to the next available flight.
  
  We reviewed your reservation, ****X, and our records show that you received an email about the option you had due to schedule change; you had the option to cancel and get a full refund or travel credit for your flight or change to the next available flight. We see that you decided to cancel it and get a refund for your entire booking on ****, ****, ****.
  
  We refunded the amount of $XXX to the **** **** ending in **** with an expiration date of XX/XX. Please allow **** business days for the airline to process the refund. After Frontier Airlines completes the refund, it will take a few days for the bank to post the funds to the account.
  
  As an exception to our standard policies, we have canceled and refunded your Discount Den membership in the amount of $**** USD to the **** card ending in ****, with an expiration date of XX/XX. Please allow up to **** business days for Frontier Airlines to process the refund. Once completed, it may take an additional few days for your bank to post the funds to your account.
  
  As of May 1, 2024, passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.
   
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************
  
  We hope that this explanation helps to clarify the situation and that you will continue to choose our airline for your future travel needs.
  
  Kind Regards,
   
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am happy that the company responded in a timely manner and with respect - I thank them gladly for that.  My only feedback to the company as a whole is it would be good if that level of customer service could be accomplished without having to resort going to the BBB.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Confirmation Code: EFK95T ************ - ************ ************-****** Flights were canceled, the email provided steps to get a full refund for our tickets and individual items purchased in addition: luggage fees, upgrades, seats Etc.Steps ************ confirmation Email Ive called and got hung up on by the automated system. No customer service although theres an option, I tried to text, automated response with computer error. No avail. I want my refund for the ticket since Frontier Airline forced us to have to purchase new flights at a moments notice.

  Business Response

  Date: 07/26/2025

  Hello *****, 
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We sincerely apologize for the inconvenience and frustration caused by the cancellation of your flights from **** to ****X and **** to ****X under confirmation code ****XX. We understand how stressful it is to have your travel plans disrupted especially when you're forced to make last-minute arrangements.
  
  Due to our policies, when a flight has a cancellation, diversion, or delay of more than **** hours, passengers have the option to obtain a refund or travel credit for their flight or change to the next available flight.
  
  We reviewed your reservation, ****XX, and our records show that flight was cancelled due to weather and air traffic conditions and due to this, you received an email about the option you had due to cancellation; you had the option to cancel and get a full refund or travel credit for your flight or change to the next available flight. We see that you decided to cancel it and get a refund for your return flights ****X from ******** and ****XXX to ****XX, on **** **, ****. 
  
  We refunded the amount of $**** to the **** **** ending in **** with an expiration date of XX/XX. The refund will take ****X business days to be completed. It may take a few more days depending on your bank's processing time.
  
  Customer service legal site states the following:  Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, aircraft damage caused by occurrences out of Frontier's control, such as bird strikes, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available Frontier flight. Alternatively, if your flight is canceled or delayed in excess of ** hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Although your return flights were cancelled, you decided to cancel them and got a full refund.
  
  More information about controllable and uncontrollable delays, diversions, or cancellations can be found at the following link in Section 12: *******************************************************************************
  
  You can visit the official DOT website, which states: Incidental Expenses A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses. 
  
  We want you to be at ease when you choose us for your travel needs. Our top priority is to guarantee you have a safe, healthy, and enjoyable flying experience, which is why we have granted you a $XX travel voucher?as a one-time exception?and as a customer service gesture, and the service you received was not the type of service we strive to provide. 
  
  Voucher number:************XXX
  Name:****XXX
  Amount: $****X
  Expiration date: ** ****,****
  
  Just follow these simple steps to redeem voucher: 
  
  1. Visit?****************************************************************** select your flight. 
  
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. 
  
  A few more things to know about the voucher: 
  
  Its not redeemable for cash. 
  Its valid for **** **** from the date of issue and may not be extended. 
  It may not cover the entire value of the purchase. 
  It may be used only once, so there will be no remaining value after redemption. 
  Its not transferable and may only be redeemed in the name of the passenger to whom it was issued. The name on the new reservation must match the old reservation exactly. 
  
  As of May 1, 2024, passengers who are Elite loyalty members or customers that have either upcoming travel within 24 hours or recently completed travel within 24 hours can call us at ************ for assistance.
   
  Additionally, customers can reach us via social media, WhatsApp and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************
  
  We hope that this explanation helps to clarify the situation and that you will continue to choose our airline for your future travel needs.
  
  Kind Regards,
   
  Customer Relations Specialist
  **********************