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.

close

Find a Location

Frontier Airlines, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/13/2025

  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.

  My wife and I have airline tickets for travel from *******, ** to ******, **. we are permanent residents of ****** and exempt from the tourist tax charged on airline tickets to ******. Despite this, Frontier charged us the tourist tax on our tickets. I have called Frontier twice and e-mailed them requesting a refund of the tax. They have advised me that we dont owe the tax but they will not refund us the money. They take the position that we have to deal with the ******************* All other airlines that I use always exempt us or refunds the tax. The ****************** requires the airlines to refund or not charge the tax upon verification on the tax exempt status.

  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 concerns regarding the tourist tax charged on your tickets. I sincerely apologize for the frustration and inconvenience this situation has caused you and your wife. It is understandable to feel upset when expectations are not met, especially after your efforts to resolve the issue through calls and emails.
  
  Please be aware that tax refunds should be requested directly from the relevant ************** which in this case appears to be Visitax. You can find more information on their website at **************.
  
  Your feedback is valuable, and I will ensure it is shared with the appropriate team. 
  
  Remember that the 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 choose your seats and bags. 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 remember that bag and seat fees are non-refundable once purchased. 
  
  Thank you for your understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• 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 bought 2 tickets from ******* to *********. Frontier changed the flight by more than 3 hours which allows me to cancel my flight. I have tried for 1 week to do it on the app. No luck. L have given them my phone number to call me within 24 hours. 4 times no call back. SMS texting also no help. No other way to contact this airline. No customer number anyone answering. You must wait for a call that never comes. I cant travel on the new times. and cant change or get a refund. Very unprofessional I will never do business with them again.

  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 difficulties you have faced regarding your flight changes and the challenges you encountered while trying to resolve this issue. It is completely understandable to feel frustrated when you are unable to get the assistance you need, especially after multiple attempts to reach out.
  
  As general information, if you're unable to contact us via chat, remember that you can also reach us via social media, WhatsApp, and email. More information regarding our customer support options is available on our website at the link below. Customer Support | *******************************************************************************
  
  When changes occur for already planned flights, we provide our passengers a number of options, including alternatives for new scheduling possibilities or cancellation of your reserved tickets. A link to choose between a refund or rebooking was sent to your email , which I see that you accessed on April 13 and a refund was selected. 
  
  I can confirm you were provided with a full refund for $XXXX back to the card ending in XXXX on April 13. Please take into consideration that a 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.
   
  Thank you again for your comments. 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 
  ********************** 

  Customer Answer

  Date: 04/16/2025

   
  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: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.

  On April 13, I received two emails regarding my flight DFW to MCO F9 1482. At 12:06 AM, I was informed of a delay due to an inbound aircraft issue. At 12:28 AM, I was notified the flight was downgraded due to unforeseen operational issues, and volunteers were being sought to take a later flight. My flight was scheduled to board at 6:21 AM and depart at 7:14 AM. Since these emails were sent in the middle of the night, I did not see them until 3:00 AM as I prepared to leave for the airport. I contacted customer support via their texting option, receiving conflicting informationsome representatives said my flight was overbooked due to a smaller aircraft, while others stated it was delayed. Ultimately, I was told there was no delay and to arrive for the original boarding time. Upon arriving at the gate, I discovered my flight had indeed been delayed until 3:14 PM. **************** informed me I was eligible for a refund, but I would bear the cost of rebooking with another airline and any expenses incurred due to the delay. Frontier failed to offer compensation for accommodations, meals, or transportation, leaving me stranded without support. The lack of clear communication and assistance forced me to return my rental vehicle and check out of my hotel unnecessarily, only to wait at the airport for over eight hours. This disregard for passenger needs is unacceptable, and the vague explanation of "unforeseen operational issues" does not absolve Frontier of responsibility. After hours of contacting customer support, I remain uncertain whether I will secure a seat on the delayed flight. Frontier Airlines must implement policies to provide adequate support for passengers impacted by delays, including cash compensation for meals, accommodations, and transportation. They provided a single $10 food voucher. That is not sufficient for any one meal in an airport. Sincerely, ********* ******* cc: ***** ********** ************ Affected Companion Passenger

  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.
   
  Im sorry to hear that your flight from ****** to ******* was impacted by a delay, resulting in unexpected expenses that disrupted your plans. I understand that you were initially informed about a downgrade and a delay, which understandably caused confusion as you prepared for your flight, especially when you were later told it was on time. Upon arriving at the airport, you were then informed of the delay, and no accommodation compensation was provided. This situation forced you to return your rental vehicle and check out of your hotel, leaving you to wait longer for your flight. Additionally, we recognize that the $10 meal voucher was insufficient to address your needs during this time.
  
  Our records indicate that your flight was delayed due to operational reasons. 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.  
  
  I would like to clarify that meal vouchers are provided in the amounts of $XX for breakfast and lunch, and $XX for dinner as maximum amount. These vouchers are intended to assist you with your meal expenses, but they are not designed to cover the full cost. I appreciate your feedback and your concerns will be sent to your team. 
  
  I see that your flight from ****** to ******* was boarded successfully. Our **************** Plan states that if your flight is canceled or delayed in excess of 3 hours, we'll provide you, upon request, a full refund of any unused portion of your ticket. Since both flights have been boarded, a refund cannot be provided. 
  
  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: *******************************************************************************
  
  While we cannot provide a refund, I see that you were sent a $XXXX voucher by our **************** team. 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.
  
  Voucher #********* ******* - XXXXXXXXXXXXXXXX - Expiry Date: July 13, 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: *********************************************************************************;
  
  In regards to your companion's ticket. Please confirm her reservation code so that we can locate her information and as well provide a voucher due to the delay on the flight. 
  
  Although we realize this is not the answer you were hoping for, we appreciate your understanding.
  
  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 ********, this resolution is not satisfactory however I am working with customer service through direct support. 
  

  My latest response is copied for you below:

  I appreciate your prompt response to my issues experienced with Frontier flying out of ***************** on April 13th.
  I understand fully that delays can occur due to various operational challenges. My husband is a pilot, and we have been traveling for many years both domestically and internationally. This is not the first time I have faced a significant delay. However, my greatest frustration stemmed from the inconsistent communication and support provided by Frontier.
  Given the industry standard for travel voucher validity is typically 12 to 24 months, I kindly request that my $300 voucher be extended to 12 months. This extension would allow me adequate time to plan and utilize the voucher effectively.
  Additionally, I would like to request that the same courtesy be extended to my travel companion, ***** ********** (KB2BRV), who was equally affected by the delay.
  Thank you for your understanding and cooperation in this matter.
  Sincerely,
  ********* *******
  

  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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.

  I have been trying to reach out for Frontier **************** and the current process has you in some kind of a holding pattern. I have tried various ways and different numbers and still can not reach anyone in ****************.

  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 difficulties you have faced in trying to reach our ***************** I understand how frustrating it can be to feel stuck in a holding pattern, especially when you are seeking assistance. 
  
  We currently only have a phone line for passengers that will travel within 24 hours or have completed their flight within 24 hours and for Elite Members: ************. Additionally, customers can reach us via social media, ********, and email. More information regarding our customer support options is available on our website here: *********************************************************
  
  It looks that we did not received enough information to assist you. To give you the best help possible, could you please provide me with further explanation regarding your issue? I'd be more than happy to investigate. 
  
  I'll keep an eye to your reply. 
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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.

  Worst customer service ever!!! I received a promo code for a free checked bag but the site wouldnt accept it! I called customer service and spoke with a rude *** and supervisor name ******** who was very condescending! When I advised I would be filing a complaint she ***lied ok youre very welcome this is unacceptable customer service!!

  Business Response

  Date: 04/16/2025

  Hello Vikeya,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
   
  I hope this message finds you well. I want to sincerely apologize for the negative experience you encountered with our customer service when you requested for assistance with the promo code FREEBAG. It is truly disheartening to hear about the issues you faced, especially regarding the promo code for your checked bag and the interaction with our representative ********. Your feedback is invaluable, and I appreciate you bringing this to my attention.
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our leadership team. 
  
  With the information provided on your BBB complaint, I was only able to find a reservation #XXXXXX under the name of Kaleyah ****** which was made on March 19 from ********* to *******, travel date March 20. If this is the reservation you were referring to, I can see that it was made through a third party agency, ***********. Note that as per terms and conditions of the promotion it was only applicable when purchasing from *************************** or the Frontier mobile app. This is why the promotion was not applied, therefore, we are unable to fulfill your request for a refund on the checked bag. 
  
  These past terms and conditions can be seen here: ****************************************************************************************************************************************************;
  
  Thank you for your patience and understanding.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising 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.

  I had a family emergency and was in a state of distraught. I booked a trip less than 24 hours ago and unable to cancel to receive the full refund according to DOT. I have time stamps and evidence to prove it was within the 24 hour window as well as 7 days out. I tried to talk over the phone and in person with an agent but issue unable to be resolved. I would just like my refund according to the Frontier policy and the Dot

  Business Response

  Date: 04/16/2025

  Hello Diamond,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I hope this message finds you well. I want to sincerely apologize for the distress you have experienced regarding your recent booking and the challenges you faced in trying to resolve this matter. I understand how difficult it must have been for you, especially during a family emergency.
  
  As general information, we must inform that as per our policies, a full refund applies if a cancellation is made within 24 hours of purchase and 7 days or more prior departure. It seems that your flight was less than 7 days when the booking was made, since it was purchased on April 10 and the travel date was April 13. Visit our policies here: ********************************************************************************;
  
  On the other hand, we must inform that Frontier Airlines allows you to submit the necessary documentation for emergency situations, special those that are medical, in order to request a full travel credit for your cancellation. If approved, this credit will be valid for one year from the date of issuance. To proceed, please provide a doctor's note in PDF format that includes the following: 
  
  -The note must be on the physician's or hospital's letterhead and signed and dated by a doctor or nurse.
  -It should clearly state that you are unable to travel on your original flight dates.
  -If applicable, it should mention your relationship to the passenger.
  -Additionally, the note must confirm that you are unable to travel for the validity of the ticket (90 days).
  
  Must have:
   - Official seal
  - Letterhead
  - Doctor or nurse signature and full name
  - PDF format
  - We accept images in JPG format.
  - We do not accept electronic signatures. 
  
  If you have the documentaiton you can attach it on your reply. 
  
  If this was not a medical emergency, please provide us further detail about the reason of your cancellation so that we can explore other options. 
  
  I'll keep an eye to your reply. 
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/11/2025

  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 am writing to formally file a complaint against Frontier Airlines regarding an unjust $100 baggage surcharge and a subsequent denied refund request.On April 1, 2025, I was charged a $100 surcharge via the Frontier app for a single checked bag that weighed only 40 pounds. This fee was applied even though it did not exceed the standard weight limit, and I did not check the box for extra weight needed. Upon noticing the surcharge right after purchase, I attempted to modify or cancel the charge within the app, well within the 24-hour window. However, the app would not allow me to make any changes or corrections to the baggage fee.When I arrived at the airport, I informed the baggage counter representative of the issue. She acknowledged the situation but stated she could not take any action and directed me to submit a refund request online. She provided me with the appropriate card containing instructions, and I submitted a refund request immediately after checking in.Despite following the proper protocol, my refund request was denied with the reasoning that "there is no airport report to support your request." This is simply not true I reported the incident at the airport and submitted a request through the channel Frontier themselves directed me to. It is incredibly frustrating to be charged a premium for baggage that did not exceed limits, especially when the app failed to provide options to amend the mistake.I am requesting a full refund of the $100 baggage surcharge. I believe this charge was issued in error, and I made a good faith effort to rectify it promptly. Frontiers failure to address or investigate my valid concern is unacceptable and reflects poor customer service and unfair business practices - charging me for a level of service that wasn't rendered.

  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 troubles you have faced regarding the baggage surcharge and the subsequent denial of your refund request on your recent flight from April 1 from ******* to *******. I understand that you had with you a checked for of 40 pounds, but the fee was applied even though you were within the required weight limit. When you noticed the charge, you tried to cancel it after it was purchased to correct the fee. You then arrived at the airport, but you were directed to send a refund form, which you did, but the request was denied by our team. I recognize how frustrating it must be to deal with such an issue, especially when you made every effort to rectify it promptly.
  
  I reviewed your reservation and while we do not have notes from the airport staff, I can confirm you requested a refund the day of your flight, therefore, I have made a one time exception to provide a refund of the $XXXX charge back to your card ending in XXXX. Please take into consideration that a 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.
  
  Remember that on the website, you will be given the option to add a checked bag of 40lbs and if you think your bag will be over 40 pounds, you can choose between ***** lbs for $75.00 extra or 51-100lbs for $100 extra. These fees are non refundable once purchased. See terms and conditions here: **********************************************************
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

   
  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:04/11/2025

  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.

  To frontier airlines I ***** ******* has sent emails and documents to the company and other departments of frontier airlines and havent received anything back or any response from the company.I got charged for my flight twice and an amount that is ridiculous and requesting a refund for the entire flight ********* this time , Im not going to write a full explanation of my experience with this airline because I wont waste my time again for the 5th time .Please help me resolve this issue, please let me know what the status is because I really dont want to take this issue to a higher level.Below is my contact information and if there is anything else thats needed, let me know .Thank you , ***** ******* Name : ***** ******* Cell : ********** Email : ************************

  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 sincerely apologize for the difficulties you have faced regarding your refund request and the lack of communication. I understand how frustrating it must be to feel unheard after multiple attempts to resolve this issue. 
  
  As per your complaint, I understand that you were charged twice for your flight and you would like to know the status of your refund. 
  
  I was able to locate the reservation #XXXXXX, which was for a flight originally scheduled for January 1 from ******** to ***** with a connection is ********* and return on February 24 from ***** to ********, with a connection in *********. This itinerary was purchased for $XXXX on January 30, 2025. 
  
  It looks that on the same day, January 30, you changed your flights to direct, to travel instead from ******** to ***** on January 31 and return on February 23 from ***** to ********, those new flights were selected and based in our policies, change fees and fare differences were charged. Note that our policies indicate that flights with 6 Days or Less Prior to Departure (Including Same Day) are applicable for a $99 fee per direction, per passenger, as well fare differences. See these policies here: *************************************************************************
  
  The first change you made was for the outbound flight, which you were charged $XXXX ($XX fee plus $XX fare difference). The second change you made for the return flight, was $XXXX. The flight had less value with a difference of $XXXX, but that amount was applied towards the change fee ($XX), therefore, the total fee was $XXXX. 
  
  Those amounts were charged accordingly to our policies, therefore, a refund was not applicable. 
  
  Additionally, it looks that since you did not boarded the flights, they were tagged as no show. Our Contract of Carriage states: 
  "Frontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund to the original form of payment will be due and Frontier will have no further liability.
  
  Failure to Check In or Appear - The passenger fails to check-in for their flight within the required times or appear for boarding of that flight within the required times. (The ticket will be deemed to be a NoShow Cancellation and canceled.)"  
  
  While a refund is not applicable, as one time exception, we have issued a voucher for the amount of your reservation, which is $XXXX. 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.
  
  Voucher #XXXXXXXXXXXXXXXX - ***** ******* - Expiry Date: July 14, 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: ****************************************************************************   
  
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

• Initial Complaint

  Date:04/10/2025

  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.

  Confirmation Code: PCF8HC Complaint:I am writing to formally file a complaint against Frontier Airlines regarding a significant and inconvenient change to my upcoming travel itinerary. I originally booked a direct flight (Flight #****) from ************ (PHL) to *********** (LAX) on Monday, July 21, 2025, departing at 5:35 PM and arriving at 8:16 PM.Without my consent, Frontier changed this to a much earlier connecting flight, now departing PHL at 7:19 AM, with a layover in ********* (LAS) before continuing to ***, arriving at 12:08 PM. This rebooking is highly disruptive to my schedule and significantly different from the service I originally paid for.Despite reaching out to the airline, I have not been offered an adequate resolution. I am respectfully requesting that I be rebooked on a direct flight, even if it must be on Sunday, July 20th, as Frontier appears to have no direct options on Monday.I believe this situation is unfair, and I am asking Frontier to resolve this by either restoring my original itinerary or placing me on a direct flight on a day that works reasonably with my travel plans.Thank you for your attention to this matter.Sincerely,******** *********

  Business Response

  Date: 04/17/2025

  Hello ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond regarding the schedule change presented in the first leg of your round trip from ************ to *********** on July 21, 2025, changed from ************ to *********** with a connection in ********* on July 21, 2025, and then changed for a non-stop flight from ************ to *********** on July 20, 2025, and from *********** to ************ on July 30, 2025. I comprehend that you mentioned that the new itinerary didn't work for you. 
  
  I'm more than happy to address your concern today. You have come to the right place. We know changes to your plans can be unexpected, and although schedule changes are an industry practice, here at Frontier Airlines, we make every effort to minimize these changes.
  
  A schedule change is a planned change that occurs prior to departure. Frontier Airlines may make some adjustments to accommodate changes to aircraft or routes. Schedule changes occur for many reasons, including changes in market demands, weather patterns, government approvals, and allocation of aircraft. These adjustments can include one or more of the following:
  
  -Changes to flight departure or arrival time
  -Changes in frequency of flights
  -Addition or discontinuation of routes
  -Changes to type of aircraft
  
  For additional information related schedule changes please check:
  
  ***************************************************************************************       
  
  ***************************************************************************;
  
  When a reservation or a flight is affected by a schedule change of more than three hours, we recommend to our customers to check the options provided for re-accommodation on the self-service portal. You can find the link to access it on the email that the airline sends to the passenger in order for the customer to review the options. The portal shows the flights available to rebook or cancel; you can receive a travel credit or a refund or leave the reservation as is. If you want to accept any of the previous options, please reply with the confirmation. Taking into account the previous information, we must respectfully inform you that we do not offer accommodations or compensations for schedule changes. However, I do notice that all the passengers in the reservation received a $50 voucher as a customer service gesture for the overall experience, with an expiration date of July 9, 2025. Vouchers cover taxes, fees, or optional services (e.g., seats, bags). I would like to provide all the details below: 
  
  ******** ********* - XXXXXXXXXXXXXXXX- $XX
  
  **** ********* - XXXXXXXXXXXXXXXX- $XX
  
  ****** ***** ******* ******* - XXXXXXXXXXXXXXXX- $XX
  
  ***** ********* - XXXXXXXXXXXXXXXX- $XX
  
  *** ********* - XXXXXXXXXXXXXXXX- $XX
  
  ****** ********* - XXXXXXXXXXXXXXXX- $XX
  
  ****** ********* - XXXXXXXXXXXXXXXX- $XX
  
  We always inform the passengers about the changes with enough time prior to the departure in order to prevent inconveniences and to give time to verify if the new itinerary works.
  
  Please keep in mind that check-in is available 24 hours before your flight through our website and mobile app. To ensure you and your bags are checked in on time, please arrive at the airport at least two to three hours before your flight. The check-in counter closes 60 minutes prior to departure, and the gates close 20 minutes before the flight.
  
  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.
  
  If you've booked your flight more than 7 days in advance, you can cancel your ticket for a full refund (with no cancellation fee!) within 24 hours of purchase. For bookings made within 7 days of travel, we will hold the value of your canceled ticket (minus any non-refundable charges or fees) as a credit valid for one year.
  
  Thank you for flying, contacting us and for your loyalty. We appreciate your attention in this matter and we will be waiting for your response.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  Date:04/09/2025

  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.

  I am filing a complaint regarding a recent flight disruption with Frontier Airlines, which caused me to miss my connecting flight and incur $700 in additional costs. The delay on my connecting flight and the early departure of the subsequent flight left me frustrated, inconvenienced, and financially burdened. Frontier Airlines offered me $150 in flight credit, but this does not adequately compensate for the issues caused by their operational failures. Since the delays were within Frontier's control, I am requesting fair compensation for the additional expenses I incurred. I respectfully request the ****************************'s assistance in resolving this matter. Please contact me if further details are needed.

  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 delay that led to your misconnection on your flight from ******* to *****************. I understand how frustrating and inconvenient it must have been to incur additional costs as a result of this situation. While I recognize that you were offered a $XXXX voucher, I understand that this may not have felt like adequate compensation for the difficulties you experienced. Your concerns are completely valid, and I appreciate you bringing this to my attention.
  
  Our records indicate that your flight was delayed due to operational reasons.  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.  
  
  ****************** 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: ************************************************************************************;
  
  After review, it appears you have submitted a chargeback request with your bank which cancels your refund/compensation request with Frontier Airlines. The bank chargeback is a 90-day process after we receive the request from your bank.
  
  At this time, all questions related to the Frontier Airlines purchase should be directed to your bank. Your bank will notify Frontier Airlines of the decision regarding the chargeback request you made. If your chargeback is declined, and your purchase was eligible for a refund, we will proceed to request and resolution from the department in charge after the 90-day period. 
   
  We appreciate your understanding and hope to service your travel needs in the future.
  
  Sincerely,   
  
  Customer Relations Specialist 
  ********************** 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23184827
  
  I am rejecting this response because I have not gotten any satifying results from my bank.
  
  Sincerely,
  
  ******* *******