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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

    • 6,422 total complaints in the last 3 years.
    • 1,568 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/18/2023

      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 booked a reservation using a credit. I was contacted by Frontier that my flight had changed and i wouldnt get to my destination until the ne t day. They gave me the option to confirm or receive a refund. I accepted the refund $84.59. The last time i was contacted by them was January 11, 2023 stating my refund has been approved and I would receive it in **** business days. I have contacted the airline on Jan 22, Jan 31 and February 3 email and still I havent received my refund. My confirmation# HBRLRZ. In have attacheda copy of the email confirmation. Please help me to resolbe this matter.

    • Initial Complaint

      Date:02/18/2023

      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.
      Retuned from a flight to find a credit charge of ***** for an addon carryon bag at the gate which I DID NOT have. My only interaction with the attendent was her scanning my boarding pass and said to have a nice flight. Now only to find they have no live customer service only an automated chat. The listed phone # is ridiculous it sends you to the automated chat on their webpage. Totally unacceptable. How easy to make alot of money off people this way.

    • Initial Complaint

      Date:02/17/2023

      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.
      On 1-26-2023 I purchased 4 tickets to ***** from ***************** airport. I paid $355.84. They canceled our trip last minute after we drove 5 hours from *********** ********. We were offered to reschedule the trip or get a cash refund. So I requested a cash refund. I received a text stating that my transaction was deposited into my account. It was and still havent been deposited. I chatted with a representative by the name of **** and he said that there was nothing they can do because it says deposited was successful. I have my cashapp history proving I havent received anything. Also he would not allow me to speak with a supervisor. I wasted my money getting to ****** to find out the flight was canceled. Then they steal my airfare. I am so frustrated with them right now.

    • Initial Complaint

      Date:02/17/2023

      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.
      There was a glitch on my phone and it cancelled reservation as I was looking at some things I immediately got in contact to have them resolve they refused this is for my uncle who was killed now Im not going to be able to attend services I feel flight should be renewed is all Im asking

    • Initial Complaint

      Date:02/17/2023

      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.
      Mid January, I purchased plane tickets ($729) to travel from ****** to *********. Life happens, things changed. The flight I had purchased would still work. However, I wanted to look at my options to see if I could adjust my flight to make it fit better with the changes. I went to my reservation & clicked Change/Cancel Trip. Common sense led me to believe this button would bring me to options to change my flight and/or obtain info on the cancellation policy. The second I clicked the button, it brought me to another screen with a pop up showing me a cancellation invoice. I clicked out of the ************ revealed the screen behind showing my flights cancelled. The Change/Cancel Trip button instantly cancelled my trip, no options, no notice of fees, no authorization, just straight to an cancellation invoice. I reached out to see what we can do to look into the change options & make sure my flight isnt really cancelled. Ive spent ************* in their chat system, on the phone with their automated system, & dming their customer service on ******** No one wants to listen or help. They tell me that I authorized the cancellation by clicking that button. I asked them how I would make changes if that button just cancels the flight. Their response was the change option comes after the cancellation process. Makes no sense, & is a flat out lie because they are not letting me change anything. Theyre charging me the full price for my flight because the cancellation fees I authorized exceed the cost of the flight. Ive got contradicting information from all of their agents. How is a customer expected to use their system/website if they dont even know how to use it. All the blame has been put on *********** taking no responsibility for their system canceling a customers flight, charging them fees, & offering no customer service. Im not one to whine, as this is the first BBB complaint Ive ever filed, but I have never been treated like this by a company. Never again

    • Initial Complaint

      Date:02/17/2023

      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 booked a flight and was informed immediately afterwards that I booked the wrong dates. I tried to cancel but their website kept saying we are otterly sorry but we are experiencing technical difficulties so I submitted a refund request immediately. Now they are refusing to give me a refund because I didnt cancel within the 24 hours. I couldnt cancel their website wouldnt let me and you have no way of contacting a real person. They said they have no record of me contacting them even though I sent them an email that showed the same date I booked. I booked on February 9th and tried to cancel 5 minutes afterwards. So instead I submitted the refund request.

    • Initial Complaint

      Date:02/17/2023

      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.
      Order time: 2/15/2023 Total amount: $329.94 I booked a flight on 2/15/2023, booking number: LD7LUW While I found that I got covid so I immediately cancelled the flight, which was within 24 hours from booking. But ended with they refused to refund any money back.Things I want to mention:1. Flights have to be refunded for cancellations caused from Covid-****. Upon the booking confirmation email I received from them, it claimed that only certain of external fees ($9+$23)are non refundable, which means the rest $301.94 should be refunded, at lease. (Attaching screenshot below)3. Cancellations within 24 hours from booking should be Fully refunded. I literally havent had any experience who refuses to refund in this situation.I tried to contact them, online chat never got answered, theres no numbers to call, emails response very very slow and was not attempted to solve problem at all.I would truly hope BBB to help me get my money back.

    • Initial Complaint

      Date:02/17/2023

      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 paid for a ticket my kids canceled it they are young and were obviously pressing buttons but they refuse to even help or discount anything I'm a single mom of four and don't have the funds to replace it I get it was a non refundable purchase but my grandma is about to pass away and is asking for her kids it was a ticket for my aunt and my kids did it I find it shameful they wouldn't even budge on working with me to resolve the issue instead of charging me an insanely expensive ticket price I can't afford to pay when it was an accident that had nothing to do with the adults when asked if they could discount a new ticket or work with me I was told no they have a spit for discount codes when you purchase tickets so I know they could have helped they chose not to

    • Initial Complaint

      Date:02/17/2023

      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.
      My brother was celebrating his 25th birthday and we flew out to *********, ** on 02/08/23. We both checked one bag. I received my bag from baggage claim and went to hotel. Once I arrived at hotel immediately opened bag to discover that my pair of Jordan **** (cherry red) were out of shoe box in my checked bag, Additionally I had taken from me two **** outfits and two pair of underwear and one pair of socks. All the items were brand new and never worn. I immediately went to Frontier website to file claim/complaint. Not satisfied with process I also went to airport next morning to receive no assistance. It has been over a week and no call or communication regarding my claim. My incident number is 230209-00034.

    • Initial Complaint

      Date:02/17/2023

      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.
      My wife and I were scheduled to fly out of STL on Thursday 01/19/23 at 11:20am. We were advised at 6:50am 01/19/23 that Frontier flight **** had changed status and we were put on standby due to an issue with their plane. We waited at the airport for 3 hours to see if we could make it on the plane but were not one of the lucky ones. We subsequently filed a claim to get a refund.A week later I checked with your 24 hour chat to check on the status of the refund where I was advised it was denied. They advised I was denied because we accepted the (2) $250 vouchers that were offered at the time of departure.When I spoke with the costumer rep at the airport during the time of our flight she emphatically explained and reassured that accepting the vouchers would no way affect our refund. I was very adamant that that was indeed the case because we wanted a refund. She advised that the vouchers were only a means of apologising for the inconvenience due to the plane being downgraded to a smaller plane. This may have been negligence or deceptive business practice I can't say however the situation remains the same. I want a refund for payment on services that were not rendered. I didn't sign anything stating that accepting these vouchers voided my claim on a refund.Also, I'm not trying to get anything for free. I just want my money back. Void the voucher if need be and return my money to me in full.Also, why would I accept the vouchers when the booking was more expensive? (2) $250 vouchers don't cover the time taken off work, the lodging that denied our refund due to the lack of notice, and the events that we already payed for that can't receive a refund on. All of this stemming from issues on their end.Total amount is $516.00. They don't even have a costumer services line to speak with anyone. Everything is chat and they just kick you to another person after you waiting several mins for a response. Please help me in this matter.Sincerely,*************************

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

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