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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  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

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:04/05/2023

  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.

  On February 7th, I made a reservation for June 13th, 2023 to take my husband on a surprise vacation to *********.Frontier Airlines has changed the two-hour non-stop flight from ******* to ********* which I purchased to a fifteen-hour flight routed through ******, which I did not purchase and did not know about until today. I was never notified, and would never have confirmed this, even though my account shows it as being confirmed.There seems to be absolutely no avenue to contact anyone at this airline, as there is no customer service and the chat option does not work. I want either a flight comparable to what I purchased, or a refund so that I can purchase a ticket on a different airline.

  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.
  
  
  I see that your reservation has been effected by a schedule change that modifies your direct flight to one with a connection and extensive layover.  I am sorry this does not work for your plans, and will be happy to assist you.
  
  I understand you are requesting either a flight comparable to your initial selection or a refund.  Upon review, I see that your refund was processed as requested on April 13, 2023.  $291.92 was refunded to the **************** on file ending with xxxx, and $284.00 was refunded to the **** on file ending with xxxx.  We ask that you allow **** business days for the transaction to be completed.
  
  Please let me know if I can be of further assistance.
  
  Regards,
  
  
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/05/2023

  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 needed to cancel my flight after my original return flight was cancelled and rescheduled at a time that did not work for my trip. I clicked on the cancellation fee to see what it would be $49. They charged my card almost $250 to cancel. I expect a full refund, as I was fraudulently overcharged cancellation fee without my knowledge. As well as expect a full refund for my ORIGINAL booking. This company has zero people available and their chat customer service robot is useless.

  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.
  
  
  Flight cancellations like the one you experienced can be very challenging, and Im sorry you werent able to travel as planned.
  
  
  Your refund request has been approved. We have refunded the amount of $261.94. On 04/06/2023 a refund in the amount of $244.00 was refunded to card on file ending in xxxx and on 04/08/2023 a refund in the amount of $17.94 was refunded to card on file ending in xxxx. 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.
  
  
  
  Regards,
  
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/08/2023

  Hello!

   

  My complaint has been resolved and I have been refunded in full. Thank you for your assistance, the company did not respond until BBB involvement. I appreciate you helping me! 

  Sent from my iPhone

• Initial Complaint

  Date:04/05/2023

  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.

  Frontier Airlines - April 2nd, 2023 *** > *** Flight no: 663 - Confirmation no: FEIJ9A Improper bag sizing box, facilitates an easy $99 up-sale. Using an ATA Rated flight case of 18x12x5, it didn't fit their 18x14x9 box. Most likely because of a stud or end bracket. In most cases, this is overlooked as the box is ATA rated.Insanely rude employees. When asking about the ridiculous "slot" size issue, I was told to fork over the $99 or forfeit my flight. Asked for a manager, and was denied, stating "You're gonna miss your flight, pay me or don't fly!" I was instructed to not photograph the ill-fitting box (which I did, anyways). I have attached my photograph for review.On the flight, there was no free tap water services for a 2.5+ hour flight. This is a potential health hazard for those of us who have medical necessities. I was told the flight was not full and we could relocate to an unclaimed seat, then, was told it would cost an additional $50 to do so. Luckily, the staff did not want to push the issue.So, I have lost money, time and integrity flying with deceptive and inhumane airline. I hope there is someone who can assist in reclaiming money lost, or refer me to one of the $222 million dollar class action lawsuits that have been filed against them in the last year.

  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. 
  
  In regards to your flight on April 2, 2023 traveling from ****** to *************, I am happy to address your concerns. I am extremely disheartened to read your account as this behavior falls woefully below the customer service that every ********************** employee should strive to present. You should always feel welcomed and respected when you step foot in our hub.
  
  Our agents are authorized to assess baggage fees, but this should never be done in a disrespectful manner and the behavior you described is completely unacceptable.
  
  I have documented your complaint and will forward it to the airport leadership for further review and appropriate handling. Please rest assured that this incident will be investigated and addressed fully with the staff involved.
  
  Although the bag fees are non refundable, we have issued an electronic voucher in the amount of $100 which can be applied towards your next Frontier Airlines flight for the inconvenience this may have caused you.
  
  To redeem your voucher, please visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, go to "Add Additional Payment." Click on the box that says "Frontier Voucher [+]" then enter the voucher number:
  
  xxxxxxxxxxxxxxxxxx
  
  This voucher must be redeemed before July 28, 2023, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
  
  I am very sorry for the inconvenience that this has had on your travel plans and humbly ask that you give us another change to impress you on another flight with Frontier Airlines.
  
  Regards,
  
  *****
  Customer Relations Specialist
  **********************
  *****************************************
  Follow these 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.
  3.    Enter your voucher number in the field provided.
  4.    Select Apply Voucher
  
    About your voucher:
      Its not redeemable for cash.
      Within 90 days of the date of issue, the voucher must be used to book travel
      There are no restrictions on travel date.
      Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount.
      It may not cover the entire cost of the ticket you book. You must pay any remaining balance due.
      Its not transferable. It may be redeemed only in the name of the passenger to whom it was issued.
      The name on the new reservation must match the old reservation exactly.
      It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

• Initial Complaint

  Date:04/05/2023

  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.

  On 1/27/23, I purchased airline tickets totaling $486.92. (Confirmation #C6MCFY). Frontier committed to providing me round-******** from *******, ** to **************, ** from 6/17/23-6/24/23 as indicted by providing confirmation of the booking and receipt of payment.The nature of my dispute is that this company changed my itinerary without attempting to inform me by telephone. I cannot accept the itinerary changes as I have paid/confirmed rental car and lodging bookings that cannot be fulfilled--the departing flight offered is 12 hours later, making it impossible to meet the time frames for car pick up and lodging check in.I have spent this whole day trying to reach Frontier to attempt to resolve this matter by telephone, chat and email. No one answered the phone or returned voice messages, the chat feature was useless and no one returned my email. This is not acceptable customer service!A suitable resolution for me: ************ to ************** and return flight as close to my original flight times as possible on the same dates.

  Customer Answer

  Date: 04/24/2023

  I would like to re-initiate your help in this matter. I have just visited the ******* ********** airport where my initial flight was to leave from. At this location a young lady who works for Frontier listened to me and understood that I was seeking a refund. After Explaining my situation to her, she agreed that I deserve a refund. She called management and I was told that the root of that conversation was that management refused to issue a refund.   

   

  I am seeking a new resolution of a complete refund of $486 and change. 

   

  During this conversation with the representative at *******, I requested a call from the manager. She was speaking to on the phone on my behalf, and I was told that the representative would try to initiate that, and I also requested to have the name and phone number of that person so I could speak to them myself, and I was told that that was not an option. 

   

  Upon request, I was told that if I do get a call from management, it would be from a 303 area code, and that was all the agent at ******* was able to divulge to me.

   

  I wish you luck in establishing dialogue with Frontier and I also look forward to your future updates.

   

  *** Please see forwarded email communications from frontier****

   

  Thanks again,

  *************************

• Initial Complaint

  Date:04/05/2023

  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.

  I filed a complaint with Frontier due to my flight being over 3 hours late on 3/25/2023.Reference- #: 230328-000358. They have NOT responded to my escalation complaint. I was appalled by the way customer service treated ** in ******* for our departure. They didnt give ** any updates, flight assistance with another airline or refund options.We had to be home before 7PM EST due to a commitment and did not ****************** until after 7. Frontier has refused to listen to my complaint and request for a refund or partial refund of that leg of the flight. I incurred losses due to their flight issues.Please refernece incident#: 230328-000358

  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 regarding your request for a refund for poor experience when traveling with Frontier on March 25,2023 from ***-***.
  
  I can understand how that can be very frustrating and truly wish that you could have had a much better experience when traveling with Frontier Airlines.
  
  Upon further review of your reservation I see that both flights have already been boarded and flown and unfortunately we are unable to issue a refund for flights like these.
  
  I do apologize for the inconvenience ,however I  can offer a $50 voucher per passenger that can be used for future flight expenses as compensation for the poor experience .
  
  If you have anymore questions or concerns please feel free to contact Frontier Airlines and we shall assist you further .
  
  We thank you for your past loyalty and we hope that you have a wonderful day .
  
  Regards,
  
  ******'
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:04/05/2023

  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.

  I booked a round trip flight with them from 03/18/23 (*** to ***) and coming back 03/26/23 (*** to ***). Overall I spent about $500 on flight and baggage. Frontier left me stranded for 2 days in ******* because they cancelled my flight on 03/26/23, so I changed my flight for 03/27/23 and then they cancelled that flight. They would not help me get a return flight, and I ended up have to get an emergency ticket with delta which costed me about $1100 because it was the only seat left. I spoke with multiple representatives that lied to me and said the flights werent cancelled but only delayed even though I had proof they cancelled them. They caused me to have additional expenses such as the emergency flight ticket, calling off work, car parking lot fees, etc. because of their cancellations. They also said they cancelled their flights because of mechanical and operational reasons. I asked them to help cover some of the cost, but they would only refund the price of my original ticket. I feel they should have to help with some of the additional charges I had since they cause me to have to make them because they left me stranded with no way home.

  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.
  
  
  Flight cancellations like the one you experienced can be very challenging, and Im sorry you werent able to travel as planned.
  
  
  Frontier records show that your flight was canceled and the options available were to be issued a refund and or rebook to the next available flight. Your reservation was also issued an $50 voucher as part of compensation for the cancellation.
  
  Due to your flight being issued a refund from Frontiers canceled flight on 03/27/2023, Frontier will not be reliable for the other airlines ticket purchased. I understand your frustration in regards to your concerns. It is never our intention to be insensitive to customers opinions regarding their experience with Frontier Airlines.
  
  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. Due to your flight being cancel did you have to rent a hotel, food (alcohol excluded), or rental car?  If so please submit the original receipts, so we may request reimbursement for those additional expenses.
  
  Frontier can not issue a refund for the canceled flight and a refund for another airlines flight, which would be a free travel experience at the expense of Frontier.
  
  
  Regards,
  
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/05/2023

  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.

  Today, April 5, 2023, I boarded Frontier Airlines flight **** from ******* to *******. I was told that my personal item was too large to qualify. I then demonstrated that my bag fit completely in the required box. The gate agent just said that I must pay $99 or I could not get on the flight with my bag. I had no choice but to pay.

  Business Response

  Date: 04/27/2023

  Tell us why here...Hello ******,
  
  Thank you for contacting Frontier Airlines regarding your concerns when traveling from *** to *** on 04/05/2023. I'm really sorry to hear this happened to you.
  
  I can confirm that your economy ticket included one personal item. Personal items can be no larger than 14" tall, 18" wide, and 8" deep, including handles, wheels, and straps. Personal items must fit completely within the personal item portion of the bag sizer. Think purses, totes, computer bags, briefcases, diaper bags, and kids' backpacks. Information about carry-on bag fees is available for review by following this link under the "Baggage" section: *********************************************************************;
  
  We strive to remain consistent through all our stations, so we've forwarded your feedback to our management group at the ******* airports to ensure personal items are being measured to avoid confusion on when bags can be accepted as personal items.
  
  As the sizers at the gate are specifically calibrated to fit the exact dimensions of the personal item allotment, manipulation of the baggage once assessed may not be permitted by the customer. This means that to be exempt from the fee the assessed item must fit comfortably in the sizers, including all wheels, handles. and straps. The implementation of the policy is maintained by our airport staff and cannot be circumvented. Once the fee is assessed, it is non refundable, and failure to pay the baggage charge can lead to denied boarding of the flight. 
  
  I have issued you a $75 dollar voucher for the confusion surrounding the bag fee at the gate.
  
  To redeem your voucher, please visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, go to "Add Additional Payment." Click on the box that says "Frontier Voucher [+]" then enter the voucher number:xxxxxxxxxxxxxxxxxx
  This voucher must be redeemed before {07/26/2023}, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
  
  We look forward to welcoming you aboard a future Frontier Airlines flight.
  
  Regards,
  
  
  Customer Relations Specialist
  **********************
  

  Customer Answer

  Date: 04/27/2023

   
  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:04/05/2023

  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.

  I've been visiting my wife's parents in ********* I was booked to go home to ****** for work for the weekend of April 1 and 2. In ************ (connection) at the gate, Frontier cancelled the flight. Still don't know why. That was flight 521 on March 31. They told me the earliest they could get me to ****** was the following Monday... which would make me miss all my work, lose a large amount of wages, and miss my return flight from ****** back to ******** which was the Monday morning... the day they said they could get me TO ****** in the afternoon. I asked to just have my ticket changed to send me to ******** or ************ so I could go where Im staying. They refused and said they couldn't change my ticket, then gave me a single night hotel voucher for the 3 nights I would be stuck in ************. I've been forced to eat the costs of hotels or book another flight with another airline to get back to ********, as absolutely nothing is available last minute to ******. And eat the cost of my initial ticket which I can't use and the cost of my initial return flight, which I also can't use because of a last minute cancellation from the airline. The cost of all these flights, travel changes and lost wages is $2,000. I would like to take whatever steps I can to get refunded for all these costs.

  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 your flight cancellation on March 31st,2023 when traveling from ************ to ******. I'm really sorry to hear your flight was cancelled. 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 canceled. I'm sorry you experienced what you did. It's never our intent to disappoint or inconvenience our customers with cancellations.

  Our airport personnel bear many responsibilities, one of which is ensuring that our customers have a good experience when traveling. I have forwarded your feedback to our leadership team at the ********************. Be assured that this situation will be reviewed by management and addressed with the staff on duty on the date you traveled.

  We acknowledge that you're seeking additional compensation or reimbursement for the additional travel expenses such as the 3 night hotel stay, the other airline ticket , etc  but we hope you understand we're unable to honor your request.
  We've issued you an one night hotel voucher  for the Wyndham Gardens for the flight cancellation and provided you with an electronic voucher in the amount of $50.00 valid for 90 days. Your voucher expires on June 29th,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.

  Your refund request has been approved. We have refunded the amount of  $193.98 to the original form of payment. Please allow up to 7 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,

  
  Mahogney
  Customer Relations Specialist
  **********************
  

  
  

• Initial Complaint

  Date:04/05/2023

  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.

  Date of transaction: 1/13/23Amount I paid to Frontier Airlines: $168.96Frontier committed to providing round trip airfare between ****************** Flight #**** *** to *** on 2/13/23 and Flight #**** *** to *** on 2/18/23.Nature of dispute: I was involuntarily bumped from flight #****. No compensation has been received to date. According to the *******************************, Regulation 14 CFR *****, Involuntarily bumped passengers are entitled to be compensated.Confirmation #WHEG6X

  Customer Answer

  Date: 04/05/2023

  did not fly out of ******* to ******* on a frontier flight 

  Customer Answer

  Date: 04/12/2023

  According to the *******************************, Regulation 14 CFR 250.5, Involuntarily bumped passengers are entitled to be compensated.  The soonest flight being offered by Frontier was 3 DAYS later.  According to the above regulation, I am entitled to: 

   

  Compensation shall be at least 400 percent of the fare to the passenger's destination or first stopover, or $1,550, whichever is lower, if the carrier does not offer alternate transportation that, at the time the arrangement is made, is planned to arrive at the airport of the passenger's first stopover, or if none, the airport of the passenger's final destination less than two hours after the planned arrival time of the passenger's original flight.

  Business Response

  Date: 04/30/2023

  Hello ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I am sorry to hear that you was not able to take your flight due to being involuntary denied boarding due to aircraft change and no compensation has been issued to you as of yet. At Frontier, we do offer compensation for this type of situation but its normally handled by the staff at ATO. I do apologize for any inconvenience it may have caused you.
  
  After further research, our record shows that we have issued a travel voucher in the amount of $250.00 for the downgraded flight for compensation. Also as a one time customer service gesture we have queued our back office to refund the untraveled portion of the airline ticket as of 4/29/23 to the original form of payment. I will update you once its completed.
  
  We thank you for your time and patience in waiting a response back and thank you for sharing your concerns with **.
  
  Sincerely,
  
  *******
  Customer Specialist Relations
  **********************

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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 two round trip flights. I also paid extra for stretch seats. Frontier then changed the flight that used a different aircraft. The seat assignment are for the same seat numbers, but they are no longer in the exit row where the stretch seats were assigned, as I believe the aircraft is larger, and the wings are further back. I was not reimbursed for the amount of money I paid for the stretch seats or provided stretch seats in another area of the aircraft. Separately, my brother purchased a seat for his child to sit next to him on the same flight. The same issue with regards to the stretch seats also occurred for his son, and no reimbursement was provided there either. I filed a complaint, but there was no response. There is also no phone support at all for Frontier Airlines. So, basically, I have been scammed out of the money I paid for the stretch seats. The funny thing is that I can now pay extra, a second time, for stretch seats. The note above says not to include any personally identifiable information, so I won't be placing my flight confirmation code here.

  Business Response

  Date: 04/26/2023

  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 regarding your seat purchases for your flight on 5/17/23 when you are scheduled to  travel from *** to ***. Were sorry to hear that your prepaid seat selection  was changed when your flight was affected by a schedule change and change of the aircraft.
  
  After reviewing your reservation I found that the new seat assignments do provide extra leg room. I am so sorry that your flight has been affected by these changes.
  
  We look forward to welcoming you on board again soon! Thank you for choosing Frontier Airlines!
  
  Regards,
  
  *****
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/26/2023

   
  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.

  The actual seat assignments did NOT provide the extra leg room. However, after contacting the airlines via on online chat, the extended seats were provided, so all is good now.

  
  Sincerely,
  
  ***************************