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.

  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

• 

  Frontier Airlines/FSS

  11000 Terminal Access Rd Ste 8698 Fort Myers, FL 33913-8209

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:04/18/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  0n 3/3/25 my mother pass away, I had a flight scheduled for that day Confirmation code - VEIDXM Customer Name - ****** ******* $172.10, I notified Frontier on 3/7 of the circumstances, they have me an incident # Frontier Airlines: ******************-****** I sent them the death certificate as requested when I recieved it on 3/28. I have yet to receive a refund or flight credit. They keep giving me the run around and tell me there is no one I can speak with. All the emails come from "***** *****,Resolution Specialist" I am now requesting a full refund to the cc I used on file, they have told me I would receive a flight credit and I have not and then told me to check my accounts and neither have been credited.

  Business Response

  Date: 04/22/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I want to extend my deepest condolences for the loss of your mother. I can only imagine how difficult this time has been for you, and I sincerely apologize for the frustration and inconvenience you have experienced regarding your flight reimbursement, I understand that you notified us of your circumstances and provided the necessary documentation, yet you have not received a resolution. It is unacceptable that you have not been able to speak with someone who can assist you directly. I assure you that your concerns are important to us.
  
  We are disappointed to hear that your customer service experience was less than satisfactory. Your experience with our customer service agents should not have been negative in any way and we regret the lack of professionalism. This level of service is no more acceptable to us than it is to you. Coaching our employees regarding customer service excellence is an important part of the work performed by our managers.Note that all communications, both verbal and written, between Frontier Management and ouremployees are handled internally and further information cannot be provided, however, we appreciate that you brought this to our attention.
  
  We acknowledge your request for a refund, please be advised Death of a travel companion or an immediate family member we will provide the option to cancel the unused  portion of a ticket and receive a credit for 365 days from the original date of purchase. Further information here: ********************************************************************************************;
  
  We have reviewed your documentation and requested a full travel credit to be issued for your non boarded flight. As soon as the credit is completed, we will let you know via email. I know the importance and urgency on getting your credit and I can assure you we're working hard to complete this for you.
   
  We appreciate your patience and hope to service your travel needs in the future.
   
  Sincerely, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 paid $15 for a seat assignment and would like a refund. I currently hold Frontier Elite Gold Status which provides free premium seating assignments. Online chat was able to assist me with adding Elite Gold benefits to my trip however, no refund was sent to me.Frontier Miles Number: *********** Trip Confirmation Number: IHKITQ

  Business Response

  Date: 04/21/2025

  Dear *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. Thank you for reaching out and sharing your concerns regarding your recent experience with your seat assignment. I sincerely apologize for the oversight regarding your refund for the seat assignment fee, especially given your status as a Frontier Elite Gold member. Its great to hear that our online chat team was able to assist you in adding your Elite Gold benefits to your trip. However, I understand how frustrating it must be to not have received the refund for the seat assignment you paid for. This is not the level of service we strive to provide, and I truly appreciate your patience as we work to resolve this issue.
  
  We do show you have elite gold status through Frontier, we have issued a refund for the amount of $XXX in regards to seatting arrangement back to the card ending in X** as a one time customer gesture. Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  Remember that check-in is available 24 hours before the flight through our website and mobile app. You will need to be in the airport at least two/three hours before your flight, so you and your bags are checked-in on time. Counter closes 60 minutes before the flight and 20 minutes before flight, boarding ends. I'm glad that you were able to purchase your bags and seats. Please remember that you're also allowed one free personal item with maximum size is 8''D x 18''W x 14''H including handles, wheels and straps. Please note that starting May 7, 2025, U.S. travelers will be required to present a REAL ID-compliant driver's license or state-issued ID or another acceptable form of identification, such as a passport, to board domestic flights. 
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Ive contacted Frontier to get back to me about items missing from my suitcase. Ive contacted them once at the airport, was told to go to the customer service representative who was not in their office for an entire hour and then got a call a few days later that ************* frontier employees had my bag. They shipped me my bag from *******. I contacted them twice and they said someone would contact me in under 72 hours and that was April 4th and no one has contacted me. The flight and my first contact was ********** to ***** on March 25th. Missing items are my coach bag, dolce and gabana perfume and my ziploc bags of toiletries were opened and items were scattered over the bag with no tsa card. At the airport, my luggage never was at the ******** and the security person nearby didnt speak English or understand how to help. Bag tag number **********. Other items were missing but I cant be sure of the specifics, I know for sure of these two items and a pair of gray sweatpants.

  Business Response

  Date: 04/17/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you have faced regarding your missing items and the lack of communication from our team. Your situation is certainly not the level of service we strive to provide, and I understand how upsetting this must be for you. Im sorry to hear about the difficulties you encountered at the airport, including the delay in assistance and the issues with your luggage. Its unacceptable that you have not received a follow-up since your last contact on April 4th, and I can understand how this has added to your frustration. Please know that your feedback is invaluable.
  
  Upon taking a look and further verifying, we must advise we show your baggage was delivered on 04/03/2025. We have refunded the baggage fee for the amount of $XXX back to the *** ending in *** Please allow 7 business days for the airline to process the refund. After Frontier Airlines completes the refund, the bank will take a few days to post the funds to the account.
  
  We have also issued a $XXXtravel valid for 90 days for the missing baggage experience you had. Find the information for the voucher below:
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.
   
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
   
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: *********************************************************************************;
  
  We understand you received your baggage however some items are missing. We will be more than happy to help, to continue assisting further, please fill in the following form: *********************************************************************************************. We will need you to please make a list of the items you are missing, please do also prepare receipts of your purchased items as these will be required by our specialized team as proof of purchased. Once filled, you will be receiving further communication follow up through email support.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23208754
  
  I am rejecting this response because:
  
  I paid for my baggage to and from ***** and Frontier refunded 74 dollars to me (for just one way) although they lost my bag and their employees stole $1000 of things out of my bag. They also sent me $100 flight voucher, but I no longer trust my luggage will be safe flying frontier, so why would I use that? I was sent an online form to fill out about the missing items that I wasnt given the first few times calling and I cannot be sure they will respond to this since they didnt respond the last time. The refund of my baggage both ways should have happened simply for losing my luggage and waiting a few weeks to receive my things. They have not accounted for my time or my stolen items.

  
  Sincerely,
  
  ****** K *****

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  So I booked my flight with frontier and it was a round trip and I paid 280$ for those flights with no checked bags leaving ******* to ********* on Thursday April 10th I made it to ********* now I was supposed to leave ********* to ******* on Monday April 14th with connection in ********i left ********* as scheduled the flight leaving ********* had a delay it did not leave at the time scheduled because a passenger did not have a seat in the flight and the flight was supposed to leave at 12pm it left at 12:40 pm and we arrived at 2:35pm or so in ******* and my other flight had a gate that was closing at 2:54pm I asked all the flight attendants the agents on board to help me they just said to run that they cant help me I called the company to rebook my flight and they are telling me that not only the next flight is going to at 10pm they not going to refund my money or give me any money to eat mind you its 3pm but now they saying that they can not rebook the flight for me because the flight arrived in a 40mims bracket which is a lie a huge lie even so I want all my money back because not only I will be missing my exams and works but this is just unacceptable a company that can not communicate with the agents on the ground from what they told me and I think that is even a lie. I just finished on the phone with them they said they are not able to rebook my flight so I want a whole refund

  Business Response

  Date: 04/16/2025

  Dear *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience and frustration you faced during your recent travel with Frontier Airlines with an unexpected flight delay and not being able to be rebooked. I understand how important it is to arrive at your destination on time, especially when it affects your exams and work commitments. Its unacceptable that you encountered delays and a lack of support from our team during such a stressful situation. I can only imagine how disappointing it must have been to miss your connecting flight and not receive the assistance you needed. Your feedback regarding the communication between our agents and the ground staff is invaluable.
  
  I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances, they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a delay.
  
  We have requested a refund for your non boarded flight. As soon as the refund is completed, we will let you know via email. I know the importance and urgency on getting your refund and I can assure you we're working hard to complete this for you.  
  
  We do also show you were issued a $XXX voucher for the inconvenience that has already been used towards a new reservation.
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23202968
  
  I am rejecting this response because: after rebooking another flight that was supposed to leave at 10:30pm it left at midnight which added another delay on my schedule so I had to stay at the airport from 2pm-11:30pm or so awaiting my next flight with nothing I told the agent I had on the phone that it was not my fault and that some sort of compensation should be given to me since I stayed more than five hours at the airport and she said there is nothing she can do. So I had to spend money to eat that was not meant to be used towards that so I would like a refund for the money spent at the airport to eat and have something to drink so as to not faint while I was waiting for the next flight to *******. So there are two refunds/compensations that should be made. Plus I do not want any voucher going towards flying or whatsoever as this experience made me not want to fly with you guys again. 
  
  Sincerely,
  
  ******* Tchounkeu

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 March 17, I had two tickets booked with Frontier Airlines for Flight 2402 departing from *** to TPA, flight confirmation MM217B, for the price of $555.92. Frontier cancelled the flight, causing considerable inconvenience to my family. The airline informed me by email that I was eligible for a refund. That same evening, I requested a refund for the cancelled flight. On March 27, 2025, I was informed that a PARTIAL refund would be issued in the amount of $277.96. On March 28, 2025, I submitted a second request for the remaining refund. As of today's date, I have not received a response.

  Business Response

  Date: 04/16/2025

  Hello *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I want to sincerely apologize for the inconvenience you have experienced regarding your flight cancellation on March 17 from ****** to ***** and the subsequent issues with your refund request. I understand how frustrating it must be to deal with such a situation, especially when it affects your family.
  
  I appreciate you bringing this matter to my attention, and I will pass your complaints along to ensure that this issue is looked into. It is important to me that your concerns are addressed appropriately. I can only imagine the disappointment you felt when your plans were disrupted, and I truly empathize with your situation.
  
  After review, I see that your refund was processed. Please be aware that on this reservation you paid $XXXX using a credit with the code XXXXXX and $XXXX using the card ending in XXXX. A new credit for $XXXX was processed under the code XXXXXX. Since you wish to receive a refund, we have refunded the credit back to the original reservation where it was provided from, which it seems to be the same card ending in XXXX. Therefore, note that the refund takes 7 business days to post to the method of payment used. After Frontier Airlines completes the refund, the bank may take a few days to post the funds to the account.
  
  We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.  
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 incident number will have more details. Extremely rude/threatening flight attendant on our recent flight. Filed complaint on their website with no resolution.

  Business Response

  Date: 04/16/2025

  Hello *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Thank you for sharing your incident report #INC-XXXXXXXXXXXXXXXX with us. I want to sincerely apologize for the unfortunate experience you had while traveling from ******* to ********* on April 2. I understand that your husband was assigned to seat 1F, while you were placed in an aisle seat in Row 2. It must have been frustrating to see an empty seat and to ask if you could sit together, only to receive a negative response from the flight attendant, who displayed unprofessional behavior and made rude comments in front of other passengers.
  
  I also understand that you asked for the flight attendant's name, but she refused to provide it, and other passengers were witnesses of this incident, which I appreciate the information provided.
  
  It is truly disheartening to hear about your interactions with the flight attendant, especially during what should have been a joyful time for you and your husband after your honeymoon. I can only imagine how upsetting it must have been to feel threatened and disrespected when you were simply trying to enjoy your flight together. Your feelings are completely valid, and I genuinely appreciate you bringing this matter to my attention.
  
  Your comments were already sent to our team. Note that all communications, both verbal and written, between Frontier Management and our employees are handled internally, and further information cannot be provided, however, we appreciate that you brought this to our attention. 
  
  Our records indicate that your incident was addressed by one of our agents, who explained that you could not sit next to your husband because the front row seats are designated as UpFront Plus. These seats consist of an aisle seat or window seat in the front two rows, with the middle seat intentionally left empty.
  
  This policy is in place to ensure that the middle seat remains vacant as part of our UpFront Plus plan. Additionally, this arrangement is designed for security reasons, allowing for easier identification and location of passengers in the event of an emergency or unforeseen situation. Thank you for your understanding.
  
  Based on your experience, I see that you were provided with two vouchers of $XXXX each. I see that ****** ***** already redeemed his voucher, but I see that you asked for the voucher to be changed to your married name, which I have completed for you. See details of your voucher below:
  
  Voucher #XXXXXXXXXXXXXXXX - ******* ***** - Expiry date 07/14/2025
  
  This is for full fare, so it can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  While we recognize that this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 canceled 6AM flight on April 14, 2025 from *** to ******* on a new July 2024 plane due to maintenance. Passengers were already boarding the plane as the flight was being cancelled. No announcement was made, only a display on the board. Frontier representatives refused to speak with passengers and would not give refunds or assist with getting them on a new flight. Frontier told passengers that the next flight to ******* was on Wednesday, April 16, which was already completely booked. Frontier is refusing to answer phone calls saying that passengers who were on this flight did not ever have a flight booked. Children and families had plans to go to ****** and now can't, or they have to pay hundreds more for last minute flights on other airlines. After Frontier offered absolutely NO assistance or compensation, our group had to book $570 one way tickets just to get to *******. That was over $350 MORE than our Frontier flight, which was $207. A whole day of our trip is gone because of Frontier. We had to get expensive Ubers to and from the airports. This cost us an additional $500 per person and we have 6 people in our party. I am requesting that Frontier reimburses us for all additional costs that we've had to incur because they had no available flights until Wednesday.Frontier was unapologetic, not accommodating, and ruined plans for all passengers.

  Business Response

  Date: 04/16/2025

  Dear *******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  Thank you for sharing your experience with us. I want to sincerely apologize for the distress and inconvenience you faced due to the cancellation of your flight from *** to *******. I understand how frustrating it must have been to be at the airport, ready to board, only to find out that your flight was canceled without proper communication or support from our team. Its completely unacceptable that you and your group were left without assistance, especially when you had important plans, such as visiting ******. I can only imagine the disappointment and stress this situation caused, particularly for families traveling with children. The additional costs you incurred for last-minute flights and transportation are understandably frustrating, and I regret that we did not meet your expectations in this situation. I want to assure you that your feedback is taken seriously, I will be more than happy to assist further.
  
  I will be happy to address your concern. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passengers First and Last Name
  -Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE (3) of the following pieces of information:
  
  -Phone number on the reservation
  -Email address on the reservation
  -Mailing address on the reservation
  -Name of the ************* (If booked through a 3rd Party)
  -Flight Number
  -Passenger Date of Birth  
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 returning from CLT to ORD with Frontier on March 30th with 2 of my children as our flight keep getting delayed (Confirmation Code: FEUJJW). As we waited for our flight, no drinks or food vouchers were offered to us. We finally boarded the flight, then we had mechanical issues with the aircraft and after that was addressed, the takeoff lane was jammed, so it took more time for us, to actually get up in the air. We arrived in *** over 3 hours late in the middle of the night. My original ride from *** to my house failed through, due to this significant delay and I had to find another ride home in the middle of the night. I live almost 2 hours away from ***. We didn't get home until 5 am on March 31st. I missed work, my kids missed school. The lack of sleep, good food and drinks triggered a CVS (Cyclic Vomiting Syndrome) episode for my youngest child, which made him miss more school, I missed more work, more doctor visits, etc. I contacted Frontier and asked for reimbursement due to significant delays and they offered $50 and then $75 vouchers per person that is valid for 90days. I asked for a credit card credit or gift cards, because I do not plan to travel any time soon, due to my child's health conditions. After 2 weeks working with Anjali-Frontier Resolution Specialist, I asked for my request to be escalated to a manager, Anjali referred me to a chat on the website and stopped responding to my requests completely. The chat kept asking the same questions, going in circles, not letting me talk to a human. I am seeking a refund for the flight back on my credit card or $225 credit card credit, check or gift cards, not flight vouchers. Just to add, I spend almost $1000 on the flights, enrolled in the airline miles and bought their "discount den", paid a fortune for checked in bags. I asked for military discount on the checked in bags but was denied because my military spouse didnt travel with me. Huge disappointment

  Business Response

  Date: 04/16/2025

  Dear *****,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond. 
  
  I am truly sorry for the impact this had on your family, including the health issues that arose for your youngest child and the disruption to your work and school schedules. It is our goal to provide a positive travel experience, and it is clear we fell short in this instance. I also apologize for the difficulties you encountered while seeking a resolution. It is unacceptable that you were not able to connect with a representative who could assist you further, and I understand how disheartening that must have been. We understand unexpected delays are never welcomed and most important when this lead to additional issues related to hearlth concerns and monetary issues with your job, I will surely take a look into your concern and assist further.
  
  Upon taking a look and further verifying, we have confirmed your flight was uncontrollable delayed for air traffic control reasons. I am sorry to hear that your flight was delayed, we recognize that traveling can be stressful and that unexpected delays are never appreciated. We strive to get our passengers to their final destination as timely as possible, I can only assure you these are not the standards we strive to maintain. The decision to delay, divert or cancel a flight is not easy. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. Given the circumstances,
  they decide the best possible arrangement for all parties involved. It is never our intention to disappoint our customers. The creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. Due to this, there are multiple reason why a delay may occur, some being low availability of crew members, occupied gates, airplane maintenance and so forth. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Were sorry that you were impacted by a delay.
  
  We must inform that Frontier is not liable for expenses such as parking fees, hotel, etc. Our Contract of Carriage states:  A. Consequential Damages Unless it is specifically stated otherwise in this Contract of Carriage, or as required by any applicable law, Frontier is not liable for any indirect, special, or consequential damages arising out of or resulting from transportation provided, delay in transportation, or any failure to provide transportation Additionally, Frontier continues to comply with the **************************** regulation which states the following about Incidental Expenses - "A customer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significant delayed or cancelled flight is not entitled to a refund of the incidental expenses". Further information about compensations can be seen here: ************************************************************************************;
  
  We however understand this has not been the expected experience and understand a 90 day voucher is too small of a time frame, I have issued a voucher for 6 months instead for the amount of $XXX to each passenger.
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 6 months from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
   
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  Thank you for your understanding.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid for the business bundle so we could get upfront plus. We paid $516 extra for this. We had the second row selected. When we got on the flight, we were put in rows 11 and 28. I spoke with customer service who told me that they could not see that we selected these seats, so we were assigned random seats. We know how to select seats and definitely did so. It work fine for our trip down and on previous trips, but this issue occurred on our way back. They refused to provide a refund and told us that this option was based on availability. So, we paid for these seats and reserved them, but because of an error on their end which they won't acknowledge, they won't help us.

  Business Response

  Date: 04/21/2025

  Dear ******,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out and sharing your experience with us with reservation XXXXXX. I sincerely apologize for the inconvenience you faced regarding your seat selection on your recent flight. I understand how frustrating it must be to pay for a business bundle and not receive the seats you specifically wanted to seat on, especially after looking for a smooth travel experience. I will surely take a look into your concern and assist further.
  
  Thank you for sharing your thoughts and concerns, upon taking a look and further investigating, we must advise we do not show seats were selected for your reservation at the time of purchase and bundle selection, we have confirmed you were traveling with children, when one or more of the passengers on a reservation are 13 years of age or younger, Frontier will guarantee adjacent seats for the child or children and an accompanying adult reason why you were seated together. Further information here *********************************************************************************** and here ***************************************************************;
  
  We acknowledge your request for a refund, we must however advise optional services such as baggage and seats are non refundable. We understand this has not been the expected travel experience, as a one time customer gesture, we have issued a $XXXX travel voucher per passenger, find the information for the vouchers below:
  
  Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ****** *********; Value : XXXX; Expiry Date : 7/19/2025
  Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : ****** *********; Value : XXXX; Expiry Date : 7/19/2025
  Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : **** *********; Value : XXXX; Expiry Date : 7/19/2025
  Voucher Code : XXXXXXXXXXXXXXXX; Passenger Name : **** *********; Value : XXXX; Expiry Date : 7/19/2025
  
  This is for full fare, so it can be used to pay for taxes or additional services. Travel must be booked before the expiration date but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Vouchers are onetime use and cannot be extended if theyre not used before the expiration date.
   
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
   
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************
  
  Thank you for your understanding.
  
  Kindly, 
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 04/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 January 1, 2025, I flew with Frontier Airlines from ********** (BGI) to ************ (SJU), confirmation number 33Z3HK. At the check-in line, a Frontier representative standing with a *** agent asked if I was checking a carry-on. I explained the extra bag contained food we will eat before boarding. At the check-in counter to drop my suitcase, the representative refused to proceed unless I brought the food bag to the desk. I complied and showed it contained only food from ***. Despite this, she insisted it be checked. I asked to speak with a manager, and she called another Frontier employee who confirmed I didnt need to check the food bag.Before boarding, the same Frontier employee arrived at the gate. Soon after, the *** agent from the check-in line arrived and selected me for additional screening. I was thoroughly searched, my bag unpacked and re-screened. Though my bag had already been sized at check-in, the Frontier employee asked to size it againsomething the security agents said was highly unusual.While this was happening, my daughter began filming the incident. The Frontier employee instructed *** officers to have her delete the footage, which she did in their presence. The employee then demanded my phone be searched, claiming it may have recorded. *** agents denied the request, confirming my phone had remained in my bag. She escalated further by calling higher-level security, who also denied her request.This experience felt targeted and harassing. The excessive screening and repeated sizing seemed like an attempt to justify an extra bag charge, possibly assuming I added items after check-in. Only an older gentleman and I were selected for additional screening. The Frontier employees conduct was excessive and unprofessional, creating an unnecessarily stressful and humiliating experience for my daughter and **** am requesting a formal investigation into this employees conduct and assurance that future passengers will not face similar treatment.

  Business Response

  Date: 04/16/2025

  Hello *********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  Thank you for reaching out and sharing your experience with us from January 1, when you were traveling from ********** to ************. I sincerely apologize for the distressing situation you encountered at the airport regarding the extra bag you had, which contained food from ***. I understand how frustrating it must have been when, despite explaining the situation, the airport agent insisted that you check your bag, only for a manager to later confirm that it was unnecessary.
  
  I also recognize that a *** agent informed you that you were selected for additional screening, and even after your bag had already been sized, the airport agent requested to size it again. It is truly unfortunate that you and your daughter had to endure such a stressful and humiliating experience, especially when the situation escalated with security being called and you being blamed for adding items after check-in. I completely understand your concerns and frustration, and I appreciate you bringing this to our attention. Your experience is important to us, and we are committed to addressing these issues.
  
  I must inform that all your comments have been sent to the management station for review and they will follow up with their team to ensure your experience is not repeated. Note that all communications, both verbal and written, between Frontier Management and our employees are handled internally, and further information cannot be provided, however, we appreciate that you brought this to our attention. 
  
  In our effort to regain your trust and encourage you to give us another opportunity, we are pleased to offer you a one-time exception of a $XXXX voucher per passenger to be used on a future flight with Frontier Airlines. We hope this will enhance your next travel experience with us. These are for full fare, so they can be used to pay for taxes or additional services. Although you must redeem the voucher by the expiration date, you may book future travel out as far as Frontier's schedule allows, on which we currently have flights up to August 2025. Vouchers are one-time use and cannot be extended if theyre not used before the expiration date.
  
  Voucher #XXXXXXXXXXXXXXXX- Millicent ********-******** - Expiry Date: 07/15/2025 10:59:00 PM PST.
  Voucher #XXXXXXXXXXXXXXXX- Armani ******** - Expiry Date: 07/15/2025 10:59:00 PM PST.
  
  Electronic Travel Vouchers may be applied towards the purchase of any Frontier flight:
  Valid for the full fare of your booking including optional services, fees and taxes.
  Not redeemable for cash, third-party products (e.g., rental car, hotels, insurance), and cannot be used for group bookings.
  Not transferable and may only be redeemed in the passengers name to whom it was issued.
  o Note: The name on the new reservation must match the old reservation.
  Available for one-time use, with no remaining value after redemption and cannot be extended if theyre not used before the expiration date.
  Travel must be booked within 90 days from the date of the vouchers issuance. Travel does not have to be completed before the expiration date.
  
  To use the voucher via website, select "Voucher once you've reached the payment section and enter the voucher code that was provided. To see more details go here: ****************************************************************************   
  
  As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process.
  
  We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.
  
  Sincerely,   
  
  Customer Relations Specialist 
  **********************