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. has 16 locations, listed below.

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  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  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

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:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked round trip tickets to ********** with Frontier Airlines for myself and my boyfriend. On our trip home on flight 81 on 1/16/23, we were denied boarding (bumped) from the flight along with 28 other passengers due to overbooking. The airline said the next flight they could get us home on wasnt until 1/19 and they would only pay for one night at another hotel. Since we both have jobs and children at home, that was not realistic for us to wait due to Frontiers overbooking and we had no confidence that they could actually get us home since they were good at communicating with us. As a result, we had to pay $1,450 to get the next available flight home the next day through Southwest Airlines. In addition, we both lost a days salary from our jobs which is just under $1000 combined. I have contacted frontier numerous times, filed complaints, requested refunds and all Im told is that the back office is behind on responses. The airline attendants told us we would get an email with a refund of twice what we paid (close to 2k) before we left the airport. I have yet to get an email from them. They dont have a customer service number to contact so theres nothing more I can do to resolve the issue. Per *************************, it appears I may be due 4x the price of the tickets a and that it should be paid in a timely manner. None of that has occurred. Please help me obtain a refund and why is it okay that they lie to their customers and provide no customer service to them!? Thank you Im advance for your help. I have all of my supporting documentation I can provide, if needed. Please let me know if you need anything further.

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I boarded a flight on Frontier airline on 2/01/2023 from ***** to *******. I was told that they have special handling valet so I can leave my stroller just before entering the plane and retrieve it when I exit the plane in *******. Upon arriving at ***************************** the stroller was missing a wheel, the canopy was ripped in multiple places and with scratches in multiple places. I asked the attendant to at least retrieved the wheel which multiple passengers stated they saw a baggage attendant holding and then throwing the wheel from the plane onto a cart. The attendant refused to assist in getting the wheel. I traveled from arrival gate to baggage claim pushing a stroller with only one back wheel and carrying a child. I spoke to someone at baggage claim who gave me a very inexpensive light weight stroller with a business card to file a claim. I tried filing the claim on the February 2nd but had a difficult time navigating the site. I contacted Frontier using its chat and was able to file the claim. I contacted Frontier everyday from February 2 to February 8 and received two emails February 6 and 14. 2023 with the following response:"Thank you for providing images of the stroller in your response. We sincerely regret any annoyance this experience may have brought you.The pictures that were submitted have been examined. We have been told to question you if your stroller was properly packed in a hard size-case before boarding the aircraft, according to the information we have.If you were disappointed because this wasn't the result you were hoping for, we're very sorry. In the future, we expect to be able to meet your travel needs under more favorable circumstances.We hope we can service your travel needs under better circumstances in the future"However, there is no way for me to respond or follow up on the claim.

• Initial Complaint

  Date:02/14/2023

  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 Feb. 6, 2023, the gate attendant at *** Airport in Arlington, ** forced me to pay $99.00 for a carry-on bag even though my one personal item fit into the metal "personal item" box there at the gate. She erroneously stated that I was not allowed to push the item into the box opening. My personal item is a loose leather bag with soft sides and without a defined shape that needs to be "massaged" into a specific shape. It is not naturally rectangular. Attached is a picture of my bag in the Frontier "personal item" box. A flight attendant on that flight told me that an internal memo had been issued allowing customers to push their item into the "personal item" metal box, so the gate attendant at *** mis-applied the company policy.The following is taken directly from Frontier's website faq.flyfrontier.com:*Personal Items:* Personal items can be no larger than 14 tall, 18 wide, and 8 long. 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!The above statement does not say anything about not being allowed to massage a personal item bag into the provided box at each airport gate. My item fit completely into that box, which is what your company policy states, so I am due a refund. In fact, at my connecting flight gate in ******, I put my bag into the metal "personal item" box, and the gate attendant said it was fine and waved me on. The personal item box is identical at all of Frontier's airport gates, but different gate attendants appear to be applying different personal rules and preferences to the official Frontier policy. I have a picture of my item fitting neatly into the Frontier "Personal Item" box that I am attaching to my complaint filed here.I contacted customer service chat and was given the standard denial "It is our policy to not refund bag fees assessed at the gate". But apparently it is their policy to allow their employees to violate company policy and extort money from customers when it is not justified! I engaged the chat function again yesterday (2/13/23) and finally got to speak with a "manager" (*****, ID#*******, although she called herself a customer relations specialist, and not a manager) and she actually disconnected the chat function mid-conversation and cut off our dialogue! I was wrongly charged a fee by a mean, grumpy intimidating gate attendant at *** that has no business interacting with the public, and I am due a full refund of the $99 fee charged.I found the name of the Director of ************* online, its:************************* Director of ************* ********************************************************* ***************************************** I have not been able to find a good telephone number for Frontier Airlines. Please help!

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Pre Purchased My ****************** Assigned Seat But They Still Charged Me $25 TO PRINT THE *** TAG 02/13/2023 from ****** to *******

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier airlines recently got rid of their call-in customer service feature. This has forced customers to only have a "chat" option to resolve issues, etc. There's a huge issue with having a chat when you're already a company with subpar customer service. Here is my latest issue:I purchased airline tickets in Dec 2022. I realized I needed to cancel within 24 hours. I reached out on the chat feature and several hours later a customer service rep responded. I told them I needed to cancel my flight and get a credit. They stopped responding once I told them my issue. I reached out several times again within the 24 hours, I'd get a response from someone and they they'd stop "chatting" after I told them my issue. I then reached out several more times over the weeks and each time. Although I did my part as the customer, and tried to cancel within their 24 hour policy, they are now telling me I forfeit my $500 flight because I "did not cancel within 24 hours" which I attempted to do multiple times. This is unethical of Frontier. They make it impossible to fulfill this. I did my part as the customer, and they continue to rip people off without repercussions. Is there a way to file a class action lawsuit, as I know many others are having the same issue as myself?

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 5, 2023 I purchased flight F9 **** from *** to *** with Frontier airlines. Prior to my trip I checked their baggage limits to insure that I was in compliance. My personal item was within the measurements. I also purchased a checked bag. At the boarding gate a Frontier employee had me size my personal item. It fit into the area but was tight. They refused to let me board unless I paid a fee ($99) for a carry on which was almost double the cost ($57) of my checked bag. My personal item fit and road under the seat with no problems. I requested a refund from Frontier via their email/chat feature but was told "Carry-on bag fees are non-refundable and we are unable to honor your request for a refund." I feel that my item was within the allowed measurements listed on their web site and should have been allowed without the extra charge. I also think they are offering cheaper flights and then charging exorbitant baggage fees when the consumer has no recourse.

• Initial Complaint

  Date:02/14/2023

  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.

  During the Southwest Airline mess last holiday season, I booked and paid extra for a fully-refundable ticket as a back-up in case my Southwest flight cancelled.Southwest ended up flying after several hours delay. I cancelled the Frontier ticket, expecting complete return of monetary funds without hassle, but the cancellation page only offered travel credit and no other option. I contracted support the next day. Took a while with chat being the only option, but the representative eventually explained to me that Frontier has a cancellation policy that was never stated upfront during booking or cancellation of the ticket, saying that ticket Refundability is void after 24 hours and closed down the chat. What I did next was file a complaint with DOT and filed a dispute with Discover. Discover initially sided with me until Frontier responded that I knew the policy booking the flight. Discover left the dispute open but refuses to continue and so now Im on my own again. Frontier responded through *** responded saying the same thing and has not responded to my replied email. I tried everything before coming here. Normally I would let it go and keep the travel credit but Im not going to ignore the dishonesty theyre providing. My issue is that I made the booking less than 12 hours of the flight happening. If Frontiers cancellation policy of within 24 hours (which wasnt transparent in the first place) wouldnt have been applicable in my case, then I shouldnt have been offered the option to pay for fully-refundable ticket in the first place if it wasnt going to be refundable anyway? It was a redundant offer to make in the first place and I should not have to be fighting this right now. I attached the original itinerary, Frontiers response to Discover dispute and DOT, the absolutely no mention of cancellation policy when booking. Everything else was verbal. Amount Im disputing is $683 Confirmation code P799SL. Transaction date: 12/27/22

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The airline damaged my luggage and at the airport no agent was available to help me with my claim. My flight arrived 9:45pm and I got my luggage around 10:00pm, as soon as I got home I contacted the customer service and informed that my luggage was damaged and the answer was: Frontier Airlines requires that passengers report damage to their checked luggage within 4 hours of arrival at their destination.Thats not accurate as I contacted the airline within 2 hours.

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight for my daughter with Fronteir Airlines for a one way ticket. I have a smamsung phone that has auto fill features enabled. When filling out the passenger details I typed my daughter's full name, d.o.b., and email in the appropriate fields. I pressed continue to be directed to the next screen and once at the payment page, I filled in the appropriate fields for payment. ******* pay auto populated my credit card information by prompting me to use biometric authentication, which I used. After entering my payment details I pressed continue to finalize the booking. The next screen gave the booking Confirmation but contained an error. Somehow the passenger first name changed from my daughter's name to my name. The rest of the passenger information (middle name, last name, date of birth and email) were correct, but the first name was incorrect and would have created problems for my daughter checking in to her flight. I went to the 'access your booking' page to see if I could correct the error with the first name. All other options to make changes to the flight (cancel,seat change,etc.) were available for edit. However, 'change passenger' was grayed out and not allowing me to make changes. There was also no one available in chat although it says to chat with a customer representative 24/7. A simple correction that could have remedied by allowing me the option to edit my flight details OR by providing me assistance with customer service turned into a 99 dollar fee for having to cancel the flight and rebook! Frontier states the cancelation fee policy, however, I should not have had to cancel! Frontier provided no reasonable means for me to resolve a simple issue which forced the cancelation. There negligence in providing sufficient customer service tools to remedy common issues etc. should not result in a monetary penalty for me, the consumer! I want my 99 dollars refunded because I feel their inefficient services led to me having to cancel my flight.

• Initial Complaint

  Date:02/13/2023

  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.

  I booked an online flight for 2 one way tickets from ************** to *******. The price was $91 each and after booking the flight I was actually charged $105 each. There is no phone number to call customer service only an online chat. I was on hold for **************************************** I requesting $28 refund.