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.

  7912 Ne Airport Way Portland, OR 97218-1030

• 

  Frontier Airlines

  5200 NW 21st St Miami, FL 33122-1581

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines Inc

  Po Box 45336 Atlanta, GA 30320-0336

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:04/24/2023

  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.

  Contacted business, via chat, date of purchase of flight (04/13/2023) to cancel a flight taking off on 04/16/2023 @2125 and issue refund or issue voucher. I submitted form for request of cancel and refund. Received email on 04/16/2023 at **** stating I was not eligible for a full refund and fees would apply. Replied to airline inquiring about fees on 04/17/2023 @ ****. No respond. Chatted with representative on 04/20/2023 inquiring about fees for refund and they stated Im no longer eligible for refund with fees related to no show for flight. Explained to customer care that I have been in contact with company BEFORE flight took off requesting a cancel and refund. Per agent I would get a refund. See picture uploaded. Received email 04/24/2023 stating Im not eligible related to no show, again. This business purposely waited till the flight left to respond so I would not be eligible for anything and refuses to give me telephone to communicate properly with any agent. Purposely waited to process my cancel/ refund request till after no show so they did not have to refund or issue a voucher. They do not respond to any emails and only speak to via chat, which is very difficult to communicate. Stated I am eligible for a refund and still refuses to refund my money.

  Business Response

  Date: 04/27/2023

  Hello *********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  
  Frontier records show that you reached out to cancel your flight on 04/13/2023 and you were informed of the voluntarily cancellation policy.
  
  Due to your flight not being canceled upon inquiring, it was then affected by a 3 hour delay which made your reservation eligible for a refund.
  
  Please accept our apology for the flight disruption you experienced on 04/16/2023. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  Your refund request was approved on 04/24/2023. Frontier has refunded the amount of $479.74. Please allow up to 7 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.
  
  We appreciate your patience and hope to service your travel needs under better circumstances in the future.
  
  Sincerely,
   
  ********
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair 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.

  I was detained for over 3 Hours RETURNING FLIGHT **** on April 25th. Trip Confirmation Number: VJG84R. I was ttold by other passengers who eventually boarded with me that they received a refund for the flight since it was over 3 hours of delay. I went to the service desk where the gate attendant was very rude, and told me yes I could file for a refund but she had a gate to handle, and I would have to do it on line. I tried the online but was rejected. I tried calling with a promise of a call back and nothing! How can an airline choose who gets the refund and who doesnt.? I missed out on a very expensive dinner and show on top of this negligent flight delay. I believe I am due $500.00 in restitution from this airline.

  Business Response

  Date: 04/28/2023

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines with your concerns regarding the flight delay on March 25th,2023 when traveling from ******* to ************. I'm really sorry to hear your flight was delayed.
  
  We strive to get our customers to their final destination as expected. However, there are on occasion unforeseen circumstances which result in a flight being delayed. I'm sorry you experienced what you did. It's never our intent to disappoint or inconvenience our customers with delays.
   
  While reviewing your reservation, I noticed that travel was completed between ************ and ******* on March 18,2023, and ******* and ************ on March 25th,2023. .
  
  I am sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket.
   
  Delays over 3 hours qualifies for a refund if passenger decides to cancel travel. Although we're unable to honor your refund request , we've issued each passenger on your reservation an electronic voucher in the amount of $50.00 valid for 90 days.
  
  Your vouchers expire on June 23rd,2023 but you do not have to fly by then, travel just has to be reserved before the expiration date. Voucher details have been sent in a separate email.
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,
   
  Mahogney
  Customer Relation Specialist
  **********************

  Customer Answer

  Date: 04/28/2023

   
  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. Ill need the discount codes so I can use them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/24/2023

  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.

  We booked a roundtrip flights from *********** to ******* for 6 of my family members through Frontier Airlines. Everything was fine on the way there. On our return flight we kept trying to check in 24 hours ahead of time online and getting an error message. The next day we just head to the airport only to find at that time that our flights had been cancelled. We had no email, no notification about the cancellation. (We do finally get one, 1 hr. or so before flight sch. to leave) We go to the ticket counter and ask if we are being put on another flight or if they are going to put is in a hotel etc., what are we expected to do. The people at the counter said no they are not going to put us in a hotel. There was a flight leaving the next day we could take if we wanted but there were no guarantees that it wouldn't cancel. We had no explanation why this one did. We had already prepaid for our baggage etc. as well. They only do refunds online, which we only wanted our flight back and the baggage fees we had already paid for the flight on 3/26. I have asked them to refund and they said they couldn't do it because we took the flights, which we didn't take the flight home or use the baggage fees. How can they keep our money and not give us the service. We ended up buying flights for $1900 through American Airlines and going home that day. Everyone had to work the next day, we couldn't sit with 2 kids in the airport for 24 hours waiting for Frontier to get their act together and maybe...maybe get a flight out the next day. I had travel insurance and they said they couldn't refund I needed to get a letter from Frontier, stating why the flight was cancelled and when they could put us on another flight. The only way to talk to them is online. I have no idea how to get this letter. Just looking to be refunded for a service not provided. I am owed around $800-$900 for flights and baggage. Please let me know if you need anything. The worst Airline I have ever flown.

  Business Response

  Date: 04/27/2023

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Please accept our apology for the flight disruption you experienced on 03/26/2023. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.
  
  Due to your flight being canceled on 03/26/2023, Frontier rebooked your reservation to the next available flight on 03/27/2023 which you did not board and your reservation has been marked as a no show. I have queued your reservation to Frontier's *********** team and requested a refund for flight **** scheduled on 03/26/2023 traveling from *** to MCI. Please allow up to 7 business days before the team respond to the request.
  
  Once they have received the request an email will be sent to update you of the refund. If you would like to reach back out before the 7 day timeframe you may do so by replying to this email at anytime.
  
  
  Best Regards,
  
  ********
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/01/2023

   
  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:04/23/2023

  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.

  4/23/2023- My ************ got to the *** airport way before 2hr. Got to international check in multiple people having issues with the booking & overweighted luggage put a huge delay on our check in. Got to TSA pre check it was crowded then regular check out which caused another delay, daughter finished a little ahead of me in regular TSA. Got to gate around 08:38 doors shut cant depart plane. Offered the next flight out on Tuesday by gate attendant but then wasnt available until Thursday, was going to ********** but found out through my hotel reservations they didnt have no availability, so I had to decline offer because they didnt give me another option for future reservation. Now I have lost out of $711.** for flight & $524.** for hotel due to them closing the gate earlier, not announcing our name on intercom for last chance boarding & not enough staff at check in 2 employees working which it was one, the other lady came from baggage claims to help out. Then gets a text plane was delayed until 10:30, and we can not get our luggage until 4/27 nor board plane. I would like a refund for all the stress you all have took me through for my birthday celebration which turned into a nightmare.

  Business Response

  Date: 04/28/2023

  Hello *********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Let me begin by apologizing for any inconvenience you experience on 04/23/2023 when you were scheduled to fly from *** to ***.
  
  Once a flight is closed, agents are unable to reopen the flight to print boarding passes or check in baggage. Frontier records show on 04/25/2023 due to your missed flight you were issued a credit in the amount of $272.88.
  
  Your reservation does not qualify for an refund based on Frontier's late to boarding policy and the notes left by airport agent. I have requested a credit for your flight travel scheduled on 04/27/2023 in the remaining amount of $438.40.
  
  Please allow up to 7 business days before the team respond to the request. Once they have responded an email will be sent with your credit information attached, if you want to reach back out within those 7 days for an update we'll be more then happy to help.
  
  You have a credit of $272.88 and it expires: 07/23/2023 this does not mean that you have to travel before the credit expires, it means you have to use the credit before 07/23/2023. Customers are able to book travel as far out as Frontier's calendar will allow.
  
  To redeem your credit:
  
  -Go to www.FlyFrontier.com
  -Create a new reservation
  -On the payment screen
      -Click on the box that says "HAVE A FRONTIER CREDIT?        ADD FRONTIER CREDIT HERE."
      -Enter confirmation code: xxxxxx
      -Enter email address: xxxxxxxxxxxxx
  
  If applicable, a credit card will be required for any residual value.
  
  
  Regards,
  
  ********
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:04/23/2023

  Type:Service or Repair 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.

  frontier had pushed back my ****** on a sunday night and sent me a request to push my ****** back. they offered my a $250 voucher to do so, upon receiving the voucher, it was "the base fair only" as we all know, base fairs on frontier are only $50 or so dollars, its the seats and bags that cost the most money (bags, $50 each way) (seats $30 each way for the back rows) . also i only have 3 months to use it. this was a bait and switch. lets say the ****** from *** to ***** is $30 each way, thats only $60 worth of voucher and there is still $190 left on the voucher that goes to waste as you can only use it one time. i think you understand what i am saying. also my ****** last sunday from *** to *** was all out cancelled right on the runway right before take off. then my return ****** yesterday was pushed back right before we were leaving. while in line to board the *** to *** ******, they cancelled the *** to trenton ****** right as it was boarding. my point is, frontier has become a horrible airline. i used to love frontier and never had a problem all the years i have been using them. the last 5 ******s i took since december have been either delayed or all out cancelled. they dont offer a full refund and now this insult voucher. i dont get it. also you can not even call them as they dont have a phone number and if you start a chat, its takes at least 10 minutes with each response, or weeks through email. why is this allowed??? thanks you for your time and you can reach me anytime with the info provided. :)i would like the $250 voucher to cover the entire ****** including bags and seats. they purposely trick you with the amount. they could offer $500 and it would only apply to the base fare. also i would like a full year to use the voucher. any other airline would honor the voucher. but since they cancel ******s so often, they would go out of business if they actually compensated you accordingly. this cant go on for much longer.

  Business Response

  Date: 04/28/2023

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our leadership group who will follow up with their team to ensure your experience is not repeated.
  
  As I reviewed your reservation, I see that you were offered to downgrade for $250.00 voucher, customers that accept the offer are issued  vouchers from the airport. Frontier policy regarding the vouchers are to cover base fare only. Your voucher number: xxxxxxxxxxxxxxxxxx (VOID) and expires on  07/04/2023.
  
  The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered. Unfortunately, we are not able to extend your voucher beyond the 90 days of expiration.
  
  What I have done is voided the previous voucher issued and reissued a voucher that will cover base fare, seat or bags fees. Your new voucher number is: xxxxxxxxxxxxxxxxxx and expires 07/04/2023. Below will be instructions on how to redeem your voucher.
  
  I know this will not change the time lost or your experience, but I hope it helps you to know that we are listening to your concerns.
  
  Best Regards,
  
  ********
  Customer Relations Specialist
  **********************
  *****************************************
  Just follow these simple steps to redeem your voucher:
  
  1. Visit www.flyfrontier.com and 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.
  
      Its not redeemable for cash.
      It must be booked within 90 days from date of issue.
          Note: There are no restrictions on travel date.
      Its one-time use, meaning there will be no remaining value after redemption.
      It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
      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.

  Customer Answer

  Date: 04/28/2023

  you guys are awesome. second time i have reached out to you and received a timely response working my problem out. 

  thank you so much

  
  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:04/23/2023

  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.

  I purchased a round trip flight for vacation, and recurved unfortunate news my grandmother passed away. I had to cancel the trip to travel to attend the funeral services. I immediately contacted frontier for a refund but was denied and not given any option. I would like my money back or at the very least a credit for a future purchase. HH2BGX frontier confirmation

  Business Response

  Date: 04/27/2023

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding a refund for your flight on April 16, 2023 when you were scheduled to travel from ************ to *********** with a return flight on April 20, 2023.  We are very sorry to hear that you were unable to complete your travel as planned.
  
  Let me begin by expressing my sincere condolences for your loss.
  
  In order to consider an exception for bereavement, we will need additional information. Frontier Airlines requires a copy of the death certificate or a letter from the Funeral Director on the funeral home letterhead. If you would like to exercise this option, please attach the documentation to your email response in either PDF or JPG format. The documentation for your request must include the six letter confirmation code and the relationship of the deceased to the ticket holder.
  
  Once we receive the requested documentation, we will queue your reservation to request a credit that will be good for use for 90 days from the date of issuance. Use your credit card to pay for any difference in cost, if applicable. 
  
  Additional information is available at *************************************************************************** under Emergency Events.
  
  We know this is a difficult time. We hope to service your travel needs under better circumstances in the future.
  
  Thanks,
  
  Tia
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have attached the required document. A couple of callouts;

  1. The funeral home but the incorrect date. It was Friday, April 21st for the wake

  2. ***** is my maiden name, and have not changed my drivers license divorce which is why I had to purchase the ticket using ******
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/23/2023

  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.

  There was never a frontier employee at ticket counter to assist me. i boarded frontier airlines and it was the Worst experience.my departure. flight **** 4/18/2023 was delayed 2 hours the staff was laughing as they mentioned passenger last name..they didnt check boarding ticket and when boardiing plane the stewardess black female with short red hair name ******** was extremely rude . i watched a passenger when lights was out give her money no one passenger sat in the seats they were assigned. my flight returning from *** to atl was again 1 hour late was suppose to departure at 11:36pm plane did not leave runway until 12:30am flight **** every airlines had a employee at their airlines front countier there was no employee at frontier i had to get *** manager help me thier was no frontier employee at bag claims he had to verify ( DUE TO I NEEDED HELP) I almost missed my plan, and had no money to pay for a flight if i missed the flight i paid for. The *** Manager was extremely upset and disappointed. i spent alone 2 hours looking for a frontier employee to help me before asking for a *** Manager to assist and help me. FRONTIER IS THE Worst Airlines. I will make sure to let all my family and friends and coworkers know NEVER EVER FLY FRONTIER they treat you with NO RESPECT always late departing and arriving. Its better to spend the extra money to fly with another airlines. I Hope Frontier takes this horrible experience I've had into consideration.

  Business Response

  Date: 04/28/2023

  Hello ****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We are disappointed to hear that your customer service experience was less than satisfactory when at the airport. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. This level of service is no more acceptable to us than it is to you. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers. 
  
  Once a flight is closed, our agents are unable to reopen the flight to print boarding passes or check in baggage. It is recommended to arrive at the airport at least 2 hours in advance of your flight.
  
  Based on the policy your reservation does not qualify for an refund, but I have requested credit for your flight scheduled on 04/18/2023 because you were unable to complete. Please allow up to 7 days before the team respond to my request.
  
  Once they review my request an email will be sent to update you on the credit with instruction. If you want to get an update within the timeframe, please reach out to me via email and I'll help assists you.
  
  Regards,
  
  ********
  Customer Relations Specialist
  **********************
  
  

• Initial Complaint

  Date:04/22/2023

  Type:Customer Service 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 committed fraud with their services offered and they don't want to show their face. I also feel discriminated against because of the way they have bad customer service and what they do

  Business Response

  Date: 04/27/2023

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding services offered and negative customer service.  ********************** always wants you to have a positive travel experience, so it is disheartening to hear anything less.
  
  If you would like to provide more information about what happened then I am happy to assist you.
  
  I look forward to hearing back from you.
  
  Kindly,
  
  Tia
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/22/2023

  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 Airlines charged my credit card $59.99 for their membership on 03/15/2023. I called the credit card company and they stated I needed to contact Frontier. I tried several times but there is no phone number and their chat feature just kept prompting me to restart. I tried for days and days with no luck. I called the credit card a couple more times and finally on 4/22/23 they told me how I could use prompts on Frontier's chat to mislead the questions to get to a representative. Today I spent 2 hours on chat trying to get a refund because they charged me in error. It should have been cancelled a long time ago. I did not use this membership. They said they will not refund me because I missed the grace ****** of 30 days since they charged my "renewal" on March 15, 2023. They provide no means to cancel easily and I have been trying for almost two weeks so if there was a phone number or way to talk to someone, it would have been within the grace ******. They provided me with no notification of this charge. They refused to refund even though I never used the service and the renewal just happened and that is what the charge was for.

  Business Response

  Date: 04/27/2023

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding your membership renewal fee.  We are very sorry to hear of the troubles you had in contacting us regarding a refund within the 30 day grace ******************* in mind that memberships will renew yearly on the original day of purchase unless your membership is cancelled online prior to the renewal, even if you have not used your benefits. 
  
  In researching this charge I do see that you were able to get in touch with an agent that was able to process a refund in the amount of $59.99 back to the Mastercard on file on April 22, 2023.  Please allow a few days for your refund to be processed back through your bank.
  
  We are sorry to see you go!  Know that although we have processed a refund for this renewal, you will still need to cancel your membership online on your end if you have not already.
  
  In order to opt out of the auto-renewal program you just need to log in to your profile using your Discount Den number and select My Profile and then select cancel.  Its that easy!
  
  Discount Den fares are always our best price! You can sign up again at any time when booking your travel on www.flyfrontier.com! And remember, up to six people can travel on your itinerary for the special Discount Den fare.
  
  Regards,
  
  Tia
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/21/2023

  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.

  Ive sent several ******** messages and nobody ever responds. I purchased the go wild pass and every time I try to book a flight and tries to charge me a fair for the fight. I tried booking it on my iPhone using the app I booked a flight within the US Within 24 hours and then tried charging me for that and then one outside the US within 10 days and it tried charging me for that. I would like someone to call me at ************ and explain to me how to work this app so I dont get charged or email me at ***************************** Otherwise Im filing a dispute with my credit card company

  Business Response

  Date: 05/02/2023

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  
  Thank you for reaching out to Frontier Airlines with your concerns regarding your Go Wild! Pass. I'm really sorry to hear that you haven't been able to use the benefits of the pass.
  
  Please know that customers may only use the pass to book via the web site at this time. So you would log into you account first then book. It can not be booked by an agent and will not work on the phone app at this time. You can find more information here on the web site **********************************************************************. Please be sure to take a look at the "Things You Should Know" section of this page. If you still need assistance with this please let me know and I'll be happy to help.
  
  
  Kind regards,
  
  
  Customer Relations Supervisor
  **********************