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, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  Frontier Airlines, Inc.

  9000 W Airport Dr Ste 316 Spokane, WA 99224-6049

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

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:07/07/2025

  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 June 22, 2025, I was involuntarily denied boarding Frontier Airlines Flight F9-45 from ****** to *******. My confirmed reservation (paid $363.55 was for an 11:05 AM departure, arriving 3:04 ***** the gate, I was told I couldn't board because my assigned seat was broken and the flight was full. This was not due to my fault, constituting involuntary denied boarding. Frontier rebooked me on F9-71 (via ******), which arrived in ******* at approximately 1:20 AM the next day (6/23). This resulted in a delay of over 9 hours past my original scheduled arrival.Under U.S. DOT regulations (14 CFR Part 250), I am entitled to 400% of my one-way fare for delays exceeding two hours, up to $2,150. Based on my fare of $363.55, I am owed $1,454.20 in compensation.I filed a formal complaint with Frontier (INC-20250623033845-000679), which was denied. Frontier's response claimed the denial was due to a "necessary aircraft downgrade" and "reduced available seats" because of "operational constraints."This reasoning is factually incorrect and misleading:No Aircraft Downgrade in Capacity: Both the original Airbus A320 and the replacement aircraft (tail # N363FR) have the exact same 186-passenger seating capacity. There was no "reduced number of available seats" due to a smaller plane.Operational Issue, Not Exemption: The actual reason I was given at the gate a broken seat on the new aircraft is a maintenance/operational issue. This type of issue does not exempt an airline from denied boarding compensation under *** regulations.Frontier is avoiding its compensation obligations by providing false information. I seek the full $1,454.20 in denied boarding compensation owed.

• Initial Complaint

  Date:07/07/2025

  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 experienced a flight delay with Frontier Airlines that was clearly caused by a crew time-out, which is a controllable delay under DOT guidelines. However, Frontier has repeatedly and inconsistently claimed it was due to either air traffic control or weather, depending on which agent I speak to. These explanations are false.I personally spoke to the pilot and multiple crew members, all of whom confirmed that the delay was strictly due to crew timing limitations, not weather or air traffic. Despite this, Frontier refuses to take responsibility or provide proper documentation to support their changing claims.Because of this delay, I missed critical parts of my trip and lost thousands of dollars on prepaid hotel accommodations, which were non-refundable. Frontiers actions both the delay itself and their ongoing refusal to take accountability have caused me serious financial harm and an unacceptable level of stress.Ive been trying for over two weeks to get a straight answer and speak to someone in management, but all I receive are copy-paste replies from agents who keep changing the story and refusing to escalate.

• Initial Complaint

  Date:07/07/2025

  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 flew from ******* ********** to ************************************** on July, 3. At some point somewhere in transit of my checked bag, someone went in my bag and stole a $180 JBL Charge 5 Bluetooth speaker, that luckily I purchased on discount for $140.I filed a claim with Frontier fully expecting to be reimbursed for my speaker, but instead they said they didn't cover it and referenced their policy. Upon looking at their policy, it excludes just about everything, I think a list of what they DO cover would be shorter.

• Initial Complaint

  Date:07/06/2025

  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.

  We had round trip booking from STL to DFW with Frontier Airline, Booking confirmation number YGGRTJ STL to DFW flight was cancelled without any information to us, we could not took departing trip so was not able to board return flight We got to know about flight cancellation on reaching to *********** from other airline staffs, no one was available at frontier desk and no information for customers Called ****************** customer care with no support and spend ~90 minutes with no resolution, attached call record screen shot When we started from home checked flight status and it was showing on time with no mention of cancellation Sorry to say but it was frustrating to talk with customer service representative when asked to connect supervisor she hang up on me ********* booking for 3 nights in ****** was wasted with no refund Now when we try ************************************************ for refund request it says could not find reservation for YGGRTJ ?? Sorry but it is so frustrating experience, and lot of mental stress and loss of vacation plan.Request to refund booking amount and compensation for mental stress, loss for hotel booking and loss of vacation plan

• Initial Complaint

  Date:07/06/2025

  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.

  We travelled to ******* for a Family vacation from *** to SEA by Frontier Airlines. We had 4 carry-on bags, which Frontier charged us extra to carry. Tickets were purchased on 5/3/2025, and we travelled on 5/30/2025 to SEA. During the return trip on 6/6/2025, they provided free check-in of bags while traveling back from SEA to *** via DEN. However, when we reached ***, we saw that 1 of our bags which is a black carry-on on did not arrive. We immediately went to the Frontier counter. They were extremely unresponsive, not even ready to take down our information. After over 2 hours of waiting in line at the counter, they called the ground staff and said they would look for it. They mentioned they cannot provide any number to check or any written document for tracking. They took our number but never called back. I went online and wrote a bag missing complaint on 6/6 itself for frontier website; however, no update we have received since then. I have tried chatting with them several times - every time an automated message saying its sorry but no useful update. We have gone to the airport several times - the staff is not ******** ONE from Frontier called back to address or look for the bag. It was paid service - we paid Frontier to have a carry-on. I have expensive clothes, automatic tooth brushes, shaving kits, chargers, shoes, and many valuable items in the bag, which I dont have receipts for. This is the worst service by any airline. I am at a loss right now and am writing to you as my friend recommended that you all can help. Frontier as a business is irresponsible and I am at this point -helpless.Attached is the evidence of the trip taken with Frontier, a screenshot of the tag of the missing bag, an example of an attempt to chat with them, bag tag showing searching indefinitely with no update.Please help us get our bag or a refund. I dont have any receipts of items that were in that bag. This has resulted in huge inconvenience for us - please help us.

• Initial Complaint

  Date:07/06/2025

  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.

  Flight to ******* on June 28. Got there over an hour early. We were escorted to the side BY AN EMPLOYEE who tagged our bags. This took a good 5+ minutes. By the time we got to the counter (there was no line aside from about 8 people in the REBOOKING line because they were turned away as well) we were told that we were under an hour, 57 minutes we were told, and that we needed to go to the rebooking line. They immediately ripped all of our tags that were just placed off and we were treated very rudely. We had to ask what was going on before given any information that they were not allowing us on the flight. The next flight was the following day with a layover in ******. I have a 1.5 year old so all of this was a lot. We were pressured to book this flight being told it may not be offered if we wait. We booked it right then and were charged another $625 dollars. After a quick conversation following booking we decided driving would be best. Went to the counter within 10 minutes of rebooking and they would not give us a refund. We were told that we had to call Frontier. It took me a week to speak to anyone and when I finally got ahold of someone I was told I would receive a call back from the supervisor which never happened. *****, the associate I spoke to, had stated that 20+ people were waiting to speak with the supervisor. We had also told the lady helping us at the counter that we would not be flying on the rebooked flight and would not be taking our return flight either. She did not cancel these flights and I was told on the phone that we had missed them and never cancelled. Every person in their line was rebooking. The service everyone received was absolutely disgusting and there is no way to get in contact with anyone, nor has anyone cared. Due to this issue we also lost our money from our car rental and had to pay for the gas for the drive plus hotels on our way there and back.

• Initial Complaint

  Date:07/05/2025

  Type:Customer Service 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.

  Since I arrive to the airport to board. The airline for frontier has been a total nightmare for me. Starting with them telling us that we could not board the and them delaying my flight by several hours because they had issues with their plane and also someone boarding the plane. The same thing happened my way back being that I did take a round trip. And the most important thing that has ruined my experience completely with frontier airlines is that theyhave lost my luggage and for the past two weeks I have been fighting too and now for them to communicate back with me to help me retrieve luggage that they have stolen from me. I had my personal belongings and new clothing that I just purchased along with my medication that I desperately need. They have not helped in the slightest. I have been calling them and trying to reach out to them every single day for the past two weeks and the only way you can communicate with them is by chat. This has not been helpful and they just keep on telling me the thing someone will reach out to you and no one has reached out to me and this is going on every single day. I have very expensive items in my luggage and I am honestly believe they have stolen the items. They are treating like I am a problem and they will not help me no matter how many times I keep reaching out I just keep on getting the same answers keep getting ignored. I am demanding that they find my luggage that theyve stolen from me and return it back to me immediately.

• Initial Complaint

  Date:07/05/2025

  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 purchased 2 GoWild passes no flights ever available. I try different city's different airports and nothing the only one I found was ******* and it's cheaper to purchase a flight than the gowild fees. Also when I try to book says full but if I try to buy it's available... I tried the day of the day before 3 days before and a week before and nothing is available. I try calling and have waited on hold upto 3 hours and no one ever answered this should be illegal to sell regardless of restrictions

• Initial Complaint

  Date:07/05/2025

  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.

  Hi. Frontier Airlines has lost my checked bag, which has essential items in it, and as of the next day there is still no update from them about where the bag is. For that reason, I would like to file a complaint. My flight was on 07/04/2025. Bag tag #**********. Flight number F9 4830. Incident #LASF905283886. Confirmation #CDSJSM. I really hope for a complaint to be filed against Frontier Airlines for this ordeal. I also hope for help to find the missing checked bag, and help seeking proper reimbursement, as this has already cost me much money in needing to replace some of the items, missing a connecting shuttle due to dealing with this, as well as costing time. I have the Apple FindMy app, and it shows my device/bag still at ************** (originating airport), and its been almost a day. I flew to *********, which is not my home, and have no updates and basically no personal supplies with me as they were in the checked bag. This is not right, and Frontier needs to do better. Thank you.

• Initial Complaint

  Date:07/04/2025

  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.

  Subject: Urgent Help Needed Unauthorized Cancellation of My Flight Dear Frontier Airlines Customer Service,Im reaching out with urgency regarding a trip I planned back in March to visit my mom for her upcoming knee surgery. As a teacher, Ive carefully aligned this trip with my schedule and have encouraged her to go through with the surgery knowing I would be there to support her. This trip is incredibly important to both of ***** my shock, I recently discovered that my reservation had been canceled. I immediately contacted Frontier and was told the cancellation was submitted from my end. I want to make it very clearI did not cancel this ******* email and bank account were recently hacked, and I strongly believe this unauthorized activity led to my trip being canceled and the funds being taken. While I understand this may not be directly Frontiers fault, it certainly wasnt mine either. Whats incredibly unfair is that now Im left without a flight and without the funds to rebook.Because of the seriousness of this situation, I will be filing a complaint with the Better Business Bureau, not to place blame, but to document that this cancellation and financial loss were due to fraudnot any action on my part.If the trip cannot be reinstated, Im kindly requesting a refund or credit so I can rebook and still be there for my mom. I can be flexible with datesI just need to get there. I truly appreciate your understanding and hope Frontier can help make this ********** is your incident number: ******************-****** I filed with customer service and my confirmation number JF38SJ