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Business Profile

Airlines

Frontier Airlines, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 6,425 total complaints in the last 3 years.
    • 1,528 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/26/2022 I booked flight to ****** for my wife and I to attend our daughters wedding on 2/19/2023 on Frontier Airlines, Confirmation number: JJK6MB. A few days after Christmas our daughters fianc was diagnosed with a lymphoma cancer which mean chemotherapy and surgery and therefore the wedding had to be canceled. When I called the Airline I was told that there will be a cancellation charge of $500+ even though the receipt shows:TAXES AND CARRIER IMPOSED FEES External Booking Fee*Non-Refundable $5.00 Carrier Interface Charge *Non-Refundable $23.00 US Passenger Security Fee $5.60 CUN Passenger Facility Charge$4.50 External Booking Fee*Non-Refundable $5.00 Carrier Interface Charge *Non-Refundable.I did agree to the non- refundable charges. However after several weeks of no refund to my credit card I contacted them again only to find out that they will only give me a credit instead of a refund. This cancellation was made more than 30 days and I believe I am entitled to a refund for the balance. I would like this to be resolved with a refund. I filed an official complaint but there was no response. Therefore, I am filing this official complaint against the Airline.

    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased plane tickets for $3,443.80 on 08-09-2022 and ended up cancelling my flight. I was told that I was eligible for a full credit. I have repeatedly tried to use the credit and have been unable to use it because when I go to pay I get an error message. The frontier worker at the airport discovered that it is saved as a voucher not a credit, I tried to use it as a voucher, same error message. I have tried numerous times to contact frontier about this and you can only chat people in a small chat window, no more phone calls. Its taken HOURS to explain all this to a new person over and over. They either cant figure out how to apply the credit so they just stop responding, the session times out or other issues. It is so EXTREMELY frustrating knowing that I have to tell the whole story over again to another person who cant help. I have pictures of the credit and conversations. I would like a refund from the company in the form of a check.

    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Frontier Airlines has removed their toll free phone number so I can never talk to an actual person to resolve my ongoing issue with a credit voucher for $257.54 issued that will not work. I've been working on this issue off and on since October 2022. The chat feature offers little resolution because it frequently times out when chatting with a representative and then I have to start over. I have spent well over 12 hours chatting with various reps to get resolution. Since the voucher Frontier issued to me continues to not work, I repeatedly requested a refund, instead of a voucher, and Frontier continues to refuse. If I am unable to use a credit voucher to book a flight, then Frontier has essentially stolen my money. Original voucher issued is attached. Second voucher # ****************** issued 2/24/23 only has $11.31 available instead of my full voucher amount of $257.54. I want a refund and will never use Frontier again.

    • Initial Complaint

      Date:02/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Short story is I booked a flight with Frontier, and had to reschedule. They on they phone were going to give me a full credit. Customer support then tried to only give me a partial credit. After messages and phone calls, the agreed to give me the full credit. They said I would get an email and had to book within a certain time period. No email came. I followed up with them but and they said they would send they email. They have not and I can't get movement. I have documentation of this, which is attached. I just want the flight credit and to be able to allow **************** (other passenger) to be able to use the credit.

    • Initial Complaint

      Date:02/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used Frontier Airlines for the first time for my trip. When I arrived I picked up my sons car seat and it was damaged. Not only did someone damage it but they tried to tape it back together and cover it up by hiding the damage under the car seat cover. This is disgusting. I contacted them and they want to issue a $60 credit which is completely unacceptable

    • Initial Complaint

      Date:02/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a flight with the wrong date, once I received the confirmation and caught the error, I cancelled the flight (within minutes of booking). I am trying to get a refund and Frontier is not honoring their 24hr cancellation policy. I am not ok with them keeping my money. I need help and I cant even speak with a live person to discuss this matter with them. They only allow customer service via text.

    • Initial Complaint

      Date:02/28/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 02/12/2023 a flight for 5 people was booked to ****** ******, confirmation number ADJP8Q, totaling $7394.75. The flight ended up being a duplicate booking. A booking for the same flight for the same passengers was made in September and it was thought that the charge did not go through. This is for a family vacation and we needed to be able to all be on the same flight with the rest of the family members, 11 in total that booked with Frontier. The confirmation number for the flight for those 5 people booked in September is MECHFD. When it was realized that this was a double booking the tickets purchased under confirmation number ADJP8Q was cancelled on 02/21/2023. There was no option given for a refund and we were automatically given flight credit and charged a $1220 fee off the flight credit for the cancellation. I have tried multiple times to get in touch with someone to discuss the issue however, Frontier no longer has a customer service line in which you can chat with someone in person for help. I have filed a dispute and a complaint with the company and have yet to hear anything back. They still have our booking for 11 people which is significant in itself and now I demand a refund for the double booking. For them to take it upon themselves to keep over $7000 of our money for seats that they are just going to sell in inexcusable. In addition the fact that I can not speak to anyone is a very poor business model and extremely frustrating. This is pure robbery. In addition we were only given until May 22, 2023 in order to use the flight credit which is not possible for anyone to book over $7000 in flights in the next 2 months. I am beyond upset and would like any help possible in order to get the refund we deserve.

    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whomever it may concern, My name is *************************** I purchased 2 tickets on 2/24 to travel on 2/24 from *** to ******* for the total amount of $344.96, I also purchased a ticket with United airlines from ************ to Newark returning on 2/26 for $595.20.Due to personal reasons we were unable to travel, I contacted United Airlines and initiated the cancellation process and refund, they have already refunded my money and everything is perfect.Also (at the same time while canceling with United Airlines), I initiated the cancellation/refund process with Frontier Airlines. The process originated at 12:44pm and the ticket was purchased around two hours before.This ticket was not purchased through third parties, nor any travel agency, it was directly with the airline, there shouldnt be any issues, also, Im protected by the **************************** 24 hour policy.I am seeking a full refund, and for this airline Frontier Airlines to respect the law, just like United Airlines did.Thanks ****************************

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flight and baggage purchased. Flight cancelled by frontier with no reason given. No other reasonable flight options. Had to rent a car to drive 17 hours home. Fold request for reimbursement for baggage (pending) $50 flight voucher was sent. For a &69 flight, only $28.91 can be applied for a new flight.

    • Initial Complaint

      Date:02/27/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Flight: 2/18/23 Flight Number: **** Supposed to fly from ******* -** to ******* **. Flight was changed and Frontier cancelled our tickets. Promised a FULL refund PLUS $300 stipend per person (4 people) and we only received a partial refund and NOTHING else. We had 4 tickets and 2 bag fees.

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

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