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

• 

  Frontier Airlines, Inc.

  3201 W Airport Way Boise, ID 83705-5097

• 

  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:12/01/2022

  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 traveled to ** for Thanksgiving. My return flight from *** to *** for Tuesday Nov 29. I was trying to reach out to Frontier since the day after thanksgiving, up until the day of travel, in order to reschedule my flight to an earlier date with the intention of using the original flight as credit towards the new one. I also wanted to fly out of *** since its closer to my parents house in ******** and I was dealing with transportation issues. I made multiple attempts to speak to someone through the chat, but its a bot. At no point did a live agent ever joined the chat. When you call the phone line it directs you to the chat feature for everything, then hangs up. They texted a link, directing me to the chat, didnt work either. The only option is emailing through the website which takes a couple days to get a response. How is a company selling people stuff not have a customer support for help? This airline is a scam. They can take your money and dont have to answer to you, even if something goes wrong on their end. How is this legal? Make it make sense.

• Initial Complaint

  Date:12/01/2022

  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.

  Almost every flight I have with Frontier, there is a delay issue. It doesn't seem to happen to other airlines other than Spirit. Frontier is breaking the implied contract they have with customers. That is, they have no right to interfer with my life regularly.As a ********** I want to give them chances. Whatever they are doing is not working. Flying is not about flying. It is about people first and foremost.My FF# is ***********. They can perform the research on the matter. I have been inconvenienced enough. They can research my account in respect to my flights and their recorded issues.Lastly, if they need to learn how to run a business correctly, they can give me a call.I will pray for them. They obviously are not on the right path.

• Initial Complaint

  Date:12/01/2022

  Type:Billing 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 have been going back and forth with a *********************** ************** who insists that the charges are correct without really an explanation. In looking over Frontier rules, there is no way that they are charging to take miles out of an account for booking.On October 7th, I booked a flight using my Frontier Miles through the family pool, which I am a member of.My daughter has a Mileage Plus number as well. The trip #D8YFWF cost ****** miles and I purchased seats and luggage for her. Those costs total $320.10. I got another confirmation today reflecting those charges and confirming the flights.*************** stated in an email in October 8th that the bundle cost is $320.10 which I agree with however, she says and I quote : "the flight booking itself there was a charge of ****** points and 189 usd and also 86 usd is the tax amount so in total that makes it $275.00. She goes on to say...."you may not be able to see the charge clearly as the booking was made by the ticketing team, but everything is taken care of."SHE TICKETED THIS FOR ME. N.B. Included in the $320.10 is Taxes and Carrier-Imposed Fees ---$94.10 and US Passenger Security Fee----$5.60 and she is telling me that I am paying more taxes on the free ****** mile ticket???I called her to explain for the third time and she put her supervisor on *****************************, who really didn't want to discuss, but to confirm that the charges were correct and have a good day. My Frontier Mastercard was charged $595.10...$320+275.00. which I paid.I would like the $275.00 refunded to my credit card.

• Initial Complaint

  Date:12/01/2022

  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 reservation on 10/12 for myself and two minors. We already had a reservation but the airline said it would be easiest to book another flight with the two minors and myself on it. I did that. I go to check in online this morning 12/1 only to find out they cancelled it as a duplicate reservation, even though the names were different. I have spent the last 7 hours online to fix this situation. I was told my only solution would be to pay last minute prices of 10xs what I originally paid. I was never notified of the flight they cancelled. I was never given the chance to rectify the situation. I receive email and text alerts from Frontier. Not one mention of this cancellation. They are liars and thieves. I booked the flights in the manner they asked me to. Cancelled with no notice and I am left to be price gouged or forfeit everything that is already paid for on this trip.

• Initial Complaint

  Date:12/01/2022

  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 tried booking through orbitz. My flight was booked for the wrong day. Orbitz will not handle any changes. They provided a phone number that does not go through. I called ***** they also have a phone number but that has been disconnected. There appears to be no customer service available.

• Initial Complaint

  Date:12/01/2022

  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.

  My husband and I bought a round trip from ************ ** to ****** ** for the both of ** for our honeymoon on the Frontier app. Bought on 11/08/2022, totaling $153.16. When we arrived to the airport in AR for our departure, after putting our backpacks in the sizer (they fit perfectly), we were told they did not fit and that we had to pay $99 for each backpack. The gate attendant was very rude and hostile and kept telling us our bags did not fit, even though they did. Frustrated and ready to go on our honeymoon, we paid this fee so we could board. We were not expecting to have to pay for these backpacks we have brought on planes numerous times with no issues. They fit under the seats perfectly. Then on our flight back, in the **************, the gate attendant once again was very rude and hostile in regards to our bags, making us pay once again. Our bags had absolutely no problem fitting in the sizer. Now, my husbands backpack strap did get tangled inside the sizer and it got stuck, but it still fit. When removing it, the gate attendant was basically yelling at him that it didnt fit and to pay the fee. Same for my backpack. The lady that was responsible for taking payments, threatened to close the doors to the plane on us if we did not pay. This was an absolute HORRIBLE experience and we were definitely not expecting to have to pay an additional $400 on two backpacks, leaving our honeymoon budget basically at nothing. I did email Frontier in regards to this, but they were no help in regards to receiving a refund. They stated since neither airport reported that it was an error on their end, they wouldnt refund. I dont see why they would expect the airports to admit fault, when theyre gaining money from it. I did also send them proof with pictures that our bags did indeed fit perfectly in the sizers. This has been the absolute WORSE customer service experience Ive had and I will never be using this airline again. I just need my money back for my bags that FIT.

• Initial Complaint

  Date:12/01/2022

  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.

  Hello,On September 22nd I bought a round trip flight from ************** (*******) to *************** for December 24th landing at 2:33pm for about $316 ($158 each way). I was supposed to spend the full holidays with family and made specific living arraignments. However, on November 18th (two months later), I got a notification that Frontier decided to move my flight from landing at 2:33pm December 24th (Christmas Eve) to completely missing Christmas Eve and landing in the middle of the night at 12:47am (next day arrival), they did not provide any reasoning for this and I only found out through my bank. I tried calling customer service at ************** for three weeks now and I was only given the option to "Chat" online (they closed their customer service and chat lines). After much research and long waits, I was able to submit an email to Frontier Airlines asking to move me to another flight (from flight #**** to flight #**** from *** to ***** landing at 1:06pm), but after a very long wait from their customer service, they responded that they cannot move me to this flight with no further explanation. They offered to cancel my flight but failed to mention that the cancelling the flight would require the regular cancellation fees until I asked. I asked for a supervisor but the person told me he was the supervisor, I was offered no other options and when asked to have someone from Frontier call me, he denied by responding that they temporarily closed all their lines. I have no where else to turn, am hoping BBB can help me out.

• Initial Complaint

  Date:12/01/2022

  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 had a horrendous experience from your airline today. My flight was delayed for 5 1/2 hours. ******* was not working for my departure or return flight. When I arrived to your check in counter to request a boarding pass , the woman at the front was very nasty and not helpful. She said I would have to pay for a boarding pass even though it was a frontier issue. First she stated my flight was completely canceled then she said she could not print our boarding passes even though my check in did not work. To boot she screamed something sarcastically when I was leaving the counter. I paid for a lot of money for extras, stretch seats ( they did not recline, priority boarding ( I was cut and made to wait like every one else I have photo proof). I did not receive what I paid for at all. I request a respectable voucher for myself and my companion. I was offered $50 which is laughable. Also on my flight to ******* 2 flight attendants who are supposed to be working were chatting non stop as if they were out at a night club with friends. ( i have the audio proof to show this ). Look forward to hearing from a supervisor. I strongly disagree with ******** response saying your airline offers a cheap flight for all customers. This trip was $1,152.92!!!.. the fact is I paid alot for extras and did not have the service for these services NOT to mention waiting an extra 6 hours due to mechanical issues by FRONTIER. Please view the extras I paid for below: Carry On Bag 1$64.00 Carry On Bag 1$64.00 Checked Bag 1$59.00 Seat Assignment$83.00 Seat Assignment$83.00 ************************* On Bag 1$64.00 Carry On Bag 1$64.00 Seat Assignment$83.00 Seat Assignment$83.00 In addition to the issues above the meal vouchers I was given did not work... I was offered 3 vouchers for 2 passengers and only 1 worked ( i have email evidence of this.)Please have a supervisor contact me to resolve. thank you

• Initial Complaint

  Date:12/01/2022

  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 have flown many times with Frontier and always had good experiences. I even just recently purchased the GoWild! Pass. Yesterday, however, I had an incredibly negative experience boarding my flight from ****** to *******. As we were boarding, our bags were being checked to be sure they fit in the 14"H X 18"W X 8"D personal bag box. I initially put my bag in long ways and the woman checking immediately told me that my bag was too big and I had to pay the $100 fee. I told her my bag would fit sideways, but she told me it didnt matter and I had to pay the fee. At the counter, I again stated that my bag would fit, but the woman said that I must pay the fee. I asked to speak with her manager and she told me that by the time a manager would get there, I would miss my flight. I could not afford to miss my flight, so I had no option but to pay the fee. This woman spoke down to me and treated me as if I was a criminal. I also saw her treating a large family in front of me in the same condescending manner. I purchased this particular bag so that it would fit the personal bag requirements. I have used it on many Frontier Flights in the past without incident. As soon as I got on the flight I put my bag underneath my seat, as I always do, and it fit perfectly. I have included a picture for reference. As soon as I arrived in *******, I placed my bag in the personal bag checker to see for myself, and it also fit perfectly. I have attached this photo for reference. I would like my $100 fee refunded as I followed the guidelines and I was charged wrongfully. I also believe you should have employee training on customer service. I understand the need for regulation on bags, however, the way it was handled was unacceptable and started a much needed trip to see family on a negative note. Please note, on the receipt we were charged for two bags. My wife just purchased her bag and thought it fit the requirements, when checked it did not. I understand the fee am not questioning it.

• Initial Complaint

  Date:12/01/2022

  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.

  My member number for frontier airline is *********** I purchased go wild pass for $599 on November 15th, 2022 which is a service that begins May 2nd 2023. When you purchase the go wild pass you have the option of canceling. I tried going on the website numerous times and could not cancel. I have sent emails and have not received any response regarding canceling Looking for a credit back on Frontier MasterCard