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, Inc.

  2933 S Flint Rd Spokane, WA 99224-0000

• 

  Frontier Airlines

  6701 E. Convair El Paso, TX 79925

• 

  Frontier Airlines, Inc.

  5757 Wayne Newton Blvd Las Vegas, NV 89119

• 

  Frontier Airlines, Inc.

  7912 Ne Airport Way Portland, OR 97218-1030

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:12/05/2022

  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 am writing to communicate my deep disappointment with the service my mother received on her recent trip with Frontier Airlines. My mother had a flight from *** Airport to *** Airport on Tuesday, Nov. 15 (Flight ****). Unfortunately, the flight was 50 minutes delayed. Further, when boarding, the gate agent (who was the supervisor) told my mother that she needed to pay for her personal item. Since my mother does not speak English fluently, she called me and I spoke with the supervisor, who insisted that my mother must pay or would not be able to board the plane. I explained that 1) The bag meets the dimensions listed on the Frontier website, 2) My mother flew with this same personal item on Frontier 15 days prior and, correctly, was not asked to pay, and 3) I myself have flown with this personal item numerous times in the past and have never experienced any issues related to size or dimensions. The supervisor reiterated that none of this mattered and insisted that my mother pay or be left behind. We paid over the phone and my mother boarded the plane.This situation is deeply disappointing because I personally checked the Frontier website prior to my mothers travel to ensure that no such misunderstandings would occur. My mother and two other passengers with whom my mother spoke during the flight noted that numerous passengers were made to pay for appropriately-sized personal items. I would like to request that Frontier refund the amount I had to pay over the phone ($99). I emailed Frontier to request a refund, and they responded by saying they can't do that. The reference number of their email response was 221126-001610. My mother's confirmation code for her flight was MD7PPG.

• Initial Complaint

  Date:12/05/2022

  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 told by Frontier airlines that I would be issued a refund for a flight once I submitted a doctors note saying g I was sick and should not Travel.I submitted the note December 1st and was issued flight credit instead of the refund I was told I'd receive. December 3rd I was told to reply and ask for the refund. I was later told then they do not issue refund for medical cancelation. I informed them this was not what I was told and they did their policy was to only issue credit. The cancelation policy mentions none of this and I was assured a refund once I submitted the doctors note $314.97 is the amount they were to refund instead I got to separate flight credits equalling the total that I have 3 months to use which is un except able. I booked a package through Orbitz and had to reach out to Frontier on my own to request a refund.When reached out about the refund i was told there is nothing to do and then stated a deferent policy about cancelations than originally.

• Initial Complaint

  Date:12/05/2022

  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.

  Good Afternoon, i purchase a plane ticket for myself and my daughter. With in 24 hours we noted that we needed to change the date of the flight, no response, all phone number disconnected, emails stated we will get in contact 7 days. I was force to buy another ticket with another airline and I have not yet heard from Frontier to get a refund ** there is no phone number . Travelocity tried to assist me and they could not as well due to all numbers are disconnected. This is was a horrible experience and would like my money refunded, I have yet been able to get in contact with them in 24 hours till two weeks. Due to the 24 hours and multiple attempts to get someone on the phone. I have use their email and no response.

• Initial Complaint

  Date:12/05/2022

  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 a non-refundable flight that I had to cancel due to the fact that I needed to change the outbound city from *** to *** and that is how Frontier would handle that change, according to their website. My original ticket was $156. I did not expect to get a refund. I tried to call Frontier to talk to them directly but nobody answered the phone after being on hold for a long time over the course of a few days. I booked the new flight (***-DEN) and contacted Frontier via email to have some sort of credit, if possible, applied to my new booking. Through that correspondence, I found out that Frontier has now charged my credit card an additional $244 for cancelling the original flight AND they will not be applying any type of credit or giving me a refund. They will now be able to sell the seat that I cancelled, essentially making even more money on that seat I cancelled. I am beyond frustrated by their business practices and the fact that I could not get in touch with an actual person to discuss this before I made a decision. I think this is very much predatory behavior and taking advantage of people and essentially stealing money under the guise of a "cancellation fee". I would have been better off not showing up for the flight. It frustrates me because I have a Frontier credit card to earn points that I use quite often and to be treated like this because I am not able to fly frequently is disappointing.

• Initial Complaint

  Date:12/05/2022

  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 canceled a flight with Frontier Airlines and I was told that it was a $75 change fee to cancel and I would get credit for the difference for a future flight and they charged $450 without explanation. Website says $99 per person. Original ticket was for $728.94 minus the $450 would be $278.94 credit, which would be incorrect based on $75 change fee I was told and what is on their website. I called their customer service number ************ to get this changed and they keep hanging up on me. I've called 6 times and they hang up every time. They say my confirmation number is incorrect, I have to contact a third party travel agency, or they will look into it and call back but never do. It is definitely not a disconnection. I've also contacted their other customer service number ************ and that doesn't do anything. It is just an automated message. Seems like they are trying to make it difficult to contact them or remedy any problems so people give up and they keep the funds. Original ticket was from *********** to ******** on 12/28/22 with confirmation #LJ1BVE.

• Initial Complaint

  Date:12/05/2022

  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.

  9/16/22 Canceled flight due to hurricane in ********* Paid total $169.60 for 1 ticket and $253.25 for other.Was forced given travel credits, Purchase travel insurance through Frontier site for this very purpose.Called ************** on Oct 10 regarding refunds.Received full refund back to credit card of $253.25 on 10/13/22, but still have not received refund of $169.60 as of 12/5/22.Called contact#************, it no longer allows you to speak with a person, can only chat through mobile app, then disconnects on you.Seeking reimbursement still for #HE5FNQ/90091010537 Refund received #AH2N7E/90091010537 travel guard

• Initial Complaint

  Date:12/05/2022

  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.

  Arrived at the airport two hours before flight departure and TSA short of staff and X-ray machines were not functioning properly was slowly then normal delaying passengers to get process. Leaving 15 passengers not to catch their flight. The flight was already delayed for a hour. With this being said Frontier racially profiled me and my son all the other 13 passengers were able to ************ the next day beside me and my son whom are African American. We were told Friday after the holiday and they would not give me a refund of 492 dollars and wont give a voucher for future flying.I need to either get a refund or voucher for the amount of 492

• Initial Complaint

  Date:12/05/2022

  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.

  This incident happened on December 4, 2022 at the *** Airport and I had purchased 3 tickets through Flighthub. I realize that this a third party vendor, however Frontier and other airlines provide the vendors with the ticket and seating information to sell. To begin, after making a flight reservation and getting the confirmation, I believed that my travel arrangements was complete. Get to the airport, check in, get boarding pass go to the terminal and this is when the fun begins. After scanning my pass, it showed that I did not pick a seat, so I was told to move over to the other line. Well that line was first checking the carry on bags to make sure they were the appropriate size and after waiting for people to go back and forth with the lady numerous of times, she finally was ready to work with the passengers who did not pick a seat. All of a sudden there was something wrong so she and the other staff person leaves to go look on the plane. They soon come back and say, there are no more seats and now you have to rebook or get a refund. WHAT, there is no option to rebook and you don't get a refund until when? But that is still not all, she continued to take her time to even start the refund/rebook process that any other airline that *** have potentially had a seat you were not going to make it. Oh but it still gets better, when she was asked could she hurry up, she then said if she was not moving fast enough to go back to check in and they could do it as well. So, I was told that had I picked a seat it would have guaranteed my reservation but that was not true because it was a couple who had picked their seats that also got bumped off the flight. Now had this been my fault, I would have had to deal with it, it would not have been an option for refund or anything. But the airlines blatant disregard for people's time, money and trust is totally not acceptable. Selling tickets for more seats then you have and then just saying here take your money back or rebook is not the right answer. I had an event that could not be rescheduled or redone and the staff was laughing with each other, going on with their day as this is a common occurrence, became irritated when called out. We have to stop letting businesses treat us any kind of way. Airlines are selling additional tickets on purpose and if all the passengers show up you the consumer suffers, but someone doesn't show up they get paid twice for that seat. I really feel like this problem needs to be dealt with, just not sure who needs to be notified. By the way this time the airline was Frontier (yes I know, against my better judgment). Please send me information to move this further. Since returning home, I've been on the phone on hold for more than an hour and no one has answered. At the end of all this, if there are only 20 seats, then you can not sell 25 seats, period.

• Initial Complaint

  Date:12/05/2022

  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 a round trip flight from *** to PHI to depart on November 24th and return on November 26th. However, when I went to check in online I received notification that due to unforeseen circumstances the plane had to be downgraded to a smaller aircraft and to contact customer service to rebook and receive a voucher. I am military and a single mother and needed to be home by the morning of the 27th. So I checked in and did not contact customer service. Prior to arriving at the airport the evening of the 26th I continually received notifications that the flight was delayed. I stopped at the bag check for military bags but I was told at that point I did not have a seat on the flight. The bag check agent told me that I should still go to the gate and the issue would be resolved and I shouldnt worry. However, when I got to the gate and talked to the gate agent I was told I was not going to get on this flight. I told him that I needed to due to being military and needing to get home and asked when is the next flight. I was told that it wasn't until the next afternoon which was too late for me. Several other people were also kicked off this flight and we all had to watch as others boarded the flight we were not allowed to get on. I spoke to the customer service desk about options and I was told I could be rebooked for the next afternoon. I asked about other airlines but Frontier does not have any partnerships. I found a 5am flight with American that was $349 and requested a full refund so I would only be out around $50 to get home on time. I was assured by Frontier customer service at the gate in PHI that I would receive a full refund to the amount of $302.96. I then booked the ** flight. I would not have booked this flight if I was only getting a partial refund. I also never received an official apology or otherwise from Frontier. I am frustrated at how this situation was handled and how Frontier's paying customers were treated. I would like a full refund and an apology

• Initial Complaint

  Date:12/05/2022

  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.

  It is a SCAM and a discrace to Disabled Veterans Seeking to Travel.Frontier Airlines 12/5/2022 On this date I used CheapOair to purchace airline tickets for a funeral. I canceled it in 30 minutes when one bag increased my plane ticket from the $292 to $579 +. CheapOair stated that they could not cancel the tickets and that Frontair Airline and Spirit Airline could only give me a credit to fly within 90 days. Frontair would do a credit of $44 and Spirit approximately @200. I am a disabled veteran what are the chances of me flying within another 90 days. So the money is just gone. This is a SCAM. You have a time limit to use your money or lose it because no refunds even if it was less than 30 minutes of booking. I will try and fly out with this ticket but if I had this amount I would have flown out of a big air line not a small one.