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

  6701 Convair Rd El Paso, TX 79925-1099

• 

  Frontier Airlines, Inc.

  7912 NE Air Cargo Rd Portland, OR 97218-1030

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  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

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  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:02/02/2023

  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 was looking for airline deals online and found Frontier Airlines Discount Den. I filled out the form to get more information only to later find that I was charged $99.99. I was not given a summary page of my charges before purchasing, so I didn't think the purchase was made.I tried contacting Frontier, but there's no possible way to speak with anyone there. The customer service number only sends a link to a chat where you can cancel a flight, not this program, or your only other option is to get disconnected from the call. I also tried filing a claim with my credit card company which got denied. I can't believe they are supporting this SHAM of a company that doesn't allow you to cancel or speak with anyone for support. Absolutely unacceptable!!!

• Initial Complaint

  Date:02/02/2023

  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.

  Purchased a ticket on 1/17/2023 and proceeded to cancel the ticket on 1/24/2023 because of personal reasons. Travel date was on 1/28/2023 650AM.Frontier applied a penalty for the full amount and refuses to refund my credit card the $93.96 paid for the ticket.Frontier has many complaints for situations like my case. For some reason they get away implementing unfair and dishonest business practices.I demand a full refund.

• Initial Complaint

  Date:02/02/2023

  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 subscribed to a GoWild Pass (All you can fly) deal that Frontier Airline introduced on November 18th 2022 for one year. Right after subscribing, I found out that Frontier disconnected their phone lines and chat support so I could not reach them to get more information about the subscription nor could I reach anyone in customer service to cancel and request for a refund in 24hrs as per their Terms and Conditions. I decided to call my bank and file for a claim because I didnt feel comfortable with using Frontier in the future if they had no customer service to handle issues and questions that I may have. I filed a claim with my bank (Chase) and they denied my claim in favor of Frontier because of Terms and Conditions (But they made it impossible to cancel in 24hrs because their customer service was non-existent which I believe they did on purpose to prevent anyone from canceling & getting a refund in 24hrs) Frontier is refusing to speak to me about refunding me and wants me to speak to my bank but my bank is also advising me to speak to Frontier. The subscription was supposed to be a 1 year subscription (May, 2nd 2023 - May, 2nd ****) but when I check my Frontier Account, it shows that it will rather expire on November 18, 2023. This wasnt the Terms and Conditions I agree to. Frontier baited and switched which is a deceptive merchant practice and illegal. Im filing this complaint to get help in getting my $599 refunded by Frontier.

• Initial Complaint

  Date:02/01/2023

  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 was singled out and charged for a bag on my Frontier flight ***-*** on January 30th flight # **** leaving from gate F3. We were charged for two bags. They are identical and comply with Frontier's personal item measurements. The flight desk allowed everyone else but gave us a hard time. This was perhaps a prejudice act since they gave my group and two other girls from the same ethnicity a hard time but allowed them by. They said I must pay. I went to show that it fit into their testing bin but they would not even look. I argued with them for a little but then gave up since I did not want to miss my flight. Once at ***, I took a picture of my bag fitting and was even told so by a Frontier agent in *** that my bag was fine. I then followed up with Frontier customer service. At first, they apologized for their employees behavior for not listening to me and singling us out. They offered $50 vouchers that expire in 3 months. However, they said they cannot refund since their policy says no refunds on this. I said the charge was a mistake to which they replied that since my bag had wheels (I sent them the picture and link to bag) it is considered a carry on. They provided a link to their site which highlights the bag requirements. However, the website fully contradicts what this agent said. It is clear there that a personal item can have wheels. Since I have pointed this out to them, they have continued to maintain that despite all my complaints of being wronged, they just simply cannot refund me since their policy which they themsleves **** up, does not allow refunds for this charge. Obviously, that is quite ridiculous! Thieves cannot rob then claim that despite them being wrong, they cannot return the stolen objects due to their self-made 'policies'. I have evidence with the picture of my bag fitting, plus them lying and contradicting themselves in written format. If eyewitnesses are needed, I can bring them forth too perhaps. The total charge was $198 ($99x2)

• Initial Complaint

  Date:02/01/2023

  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.

  Frontier airlines cancelled my flight on 4/28/2022 and issued me a credit for $927.92. I was told because $352 of that was spent on the works bundle that I would have until 04/27/2023 to use it. I went to use the credit and it said no balance. I contacted frontier airlines and they said it expired and I have no credit because I didnt purchase the works bundle. I did purchase it though and am owed a $927.92 credit.

• Initial Complaint

  Date:02/01/2023

  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.

  Hello, I have over $600 in flight credits with Frontier Airlines and I am being prevented from using them. Frontier continues to not respond to any of my requests via phone, email, or instant chat. I have been waiting for assistance since 3/18/22. These credits are from flight cancellations where my money turned into Frontier credits, and they are withholding the credit codes, preventing me from using them. I cannot get a response back from them after almost a year of trying.This seemed extremely illegal, but all I want is my money back so that I never have to fly with Frontier again. Can you please assist?

• Initial Complaint

  Date:02/01/2023

  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 was charged for a service I didn't receive, I was charged for my personal item at the gate even tho it follows their specifications on the website, and the flight attendant said I shouldn't have been charged, I was on the plane for 4 hours for a 1.5 hours flight, i was forced to sit in another passengers period blood because she first took my seat and the flight attendant made her move but refused to do anything more than have the passenger wipe the blood with a paper towel. There was blood on the seat wall and emergency pamphlet. I'm requesting a refund for my flight expenses. Frontier just said sorry I had to sit in blood and offered $75 flight credits to be used in 90 days. I'll never fly with them again let alone as soon as 90 days. Please see attachments with the message I sent them and their response.

• Initial Complaint

  Date:02/01/2023

  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.

  Hello, my flight was cancelled last November 2022 due to Hurricane ******. I was provided with 3 vouchers however I am now trying to re-book and only one shows the amount I am due the other 2 show an amount of $49.36.The voucher numbers are ****************** - should be a value of $360.87 and voucher ****************** should be a value of $96.98. they are both only coming up for $49.36. The third voucher ****************** is showing the correct value of $5.81. I attempted two separate chats with Frontier's customer service both to no avail and ultimately both representatives just stopped corresponding.

• Initial Complaint

  Date:02/01/2023

  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 Monday January 2, 2023 we were scheduled to fly from ******* ** to ********* ** via ****** with Frontier Airlines on Flight #*** and #***. We had purchased tickets for the entire journey for my wife and I. Our cost for the trip on Frontier was $667.96. Our flight from ****** to ********* was canceled after we already departed from *******, the frontier app still showed it on time even upon arrival in ******. Upon arrival in ****** the airport flight info showed our flight #*** had been canceled 6hrs prior to departure. Other airlines and flights were departing without trouble from the airport. We needed to get back for work the next day so we had to search for other carriers and found a flight to ********* on United which also necessitated renting a car and driving to ********* to pick up our car at our original destination. We are seeking refund of our $667.96 for services not rendered from Frontier for our return home plus the cost to rent the car of $212.36 totaling $1029.56. This includes the initial leg of the journey due to cancellation of 2nd flight after departure from *******, thus stranding ** in ******. I have attempted to contact Frontier Airlines multiple times, but there is no way to speak with a human being, and the computer "chat" bot does not help resolve the issue. I have contacted the ************************ and was given a case reference #*********. Please help to resolve this issue with Frontier Airlines to obtain reimbursement of what is owed due to not delivering the promised services and expenses incurred as a direct result of that breach of contract.Additional supporting documents can be sent if necessary.Thank you,*************************

• Initial Complaint

  Date:02/01/2023

  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.

  Facts:- Booked round trip flight from *** to *******. Flight to ******* was completed with no issues (Thursday, 1/19/23).- Less than 3 hours before takeoff on Sunday, 1/22/23, I received an email cancelling the flight due to "mechanical issues". - Upon arrival at airport, there was one line with one employee to handle all customers of our cancelled flight and a cancelled flight to *********.- While waiting in line, the employee left her post (no one processing corrections). At this time, I left the line (after several hours of waiting; still over one hundred people in front of me) to find an alternative solutions.- *** mobile app offered (1) refund of that day's flight only (half of my payment to Frontier), (2) an alternative flight, or (3) flight credit. - *** next available return flight was Tuesday, 1/24/23. While waiting in line, the Tuesday flight was booked and the remaining flight was Wednesday, 1/25/23.- While working with Frontier to arrive at a solution, Frontier processed a partial refund without my authorization. Frontier stated they did not need my authorization to issue a refund (after previously giving me the option of a seat on the next flight out or a credit).- I left the line (after several hours of waiting; still over one hundred people in front of me) to find an alternative solutions. This included spending $490.00 flight using an alterative airlines (with a much more inconvenient flight schedule). I incurred other cost including food and cab fare.Ultimately, due to Frontier's lack of management, I incurred several hundred dollars of additional cost and significant inconvenience. Frontier made offers to correct their cancellations and inappropriately repudiated these offers. My hope is Frontier will see this complaint and reach out to make me whole.