Complaints

This profile includes complaints for Frontier Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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

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• 

  Frontier Airlines, Inc.

  4545 Airport Way Denver, CO 80239-5716

• 

  Frontier Airlines, 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:05/02/2022

  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.

  Bought tickets to depart on 3-20-2022, flight 919 11:21am. Flight was delayed a few times but did eventually make it to *****************. The return flight, 918, was scheduled to leave 3:24pm 3-24-2022. We returned our rental car and waited. The flight was delayed but the plane was there. The flight was delayed again but the new pilots were there. Then it was announced that it was cancelled because they did not have a flight crew available and to head to the main Frontier ticket counter to figure out arrangements. When we finally got our chance to talk to the ticket counter representative she gave us these options. 1. they will bus us somewhere and try to get us on another flight in 2 days (this was not an option for us). 2. They could cancel our returning flight and refund us that money. I found a returning flight the next morning on another airline. They told us they would reimburse us $150 per person for a hotel stay that night as the cancellation was their fault for not having a flight crew. We agreed to the $150 credit per person(for my wife and myself) and to have the return flight refunded. She said she took care of the refund and that we would have to submit the receipts for our hotel stay online to get the $300 credit. I got a hotel around the corner and when we eventually made it home I submitted the request for the hotel stay but frontier is rejecting paying me the $300. They said I need to submit a written approval for the credit. I was told by the ticket agent that everything was handled and was not offered anything in writing. I sent all the receipts as requested but still they are refusing.

  Business Response

  Date: 05/31/2022

  Dear,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines in regards to your most recent flight experience with us on March 20, 2022. I am sorry to hear that you had this kind of encounter with your flight being delayed and then ultimately cancelled. Please know that it is never our intentions to inconvenience any of our customers.
  
  It truly sounds like a lot of confusion is surrounding this incident and by all mean is is never our intentions to inconvenience any of our customers. Before we proceed please list your six digit reservation code. Once I have this I can access your flight itinerary and see what happened on this day and see how I can resolve this matter.
  
  Regards,
  
   Customer Relations Specialist
  **********************

  Customer Answer

  Date: 06/01/2022

   
  Complaint: 17130886
  
  Frontier has been communicating with me outside of the BBB, I have already completed this step with them. The information they are requesting is below:

   

  Vc31vz

  Business Response

  Date: 07/13/2022

  Dear ********,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines in regards to your most recent flight experience with us on March 20, 2022. I am sorry to hear that you had this kind of encounter with your flight being delayed and then ultimately cancelled. Please know that it is never our intentions to inconvenience any of our customers.
  
  After further review I can see that we created a check for $150.00 to be sent to the address listed below:
  
  X

  Regards,
  
  X
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 07/19/2022

  What I received from the airline is only a portion of what they promised me at the gate the day my flight was cancelled, however, after dealing with the airline I feel it is the best I am going to get so I accepted the partial reimbursement from them.

• Initial Complaint

  Date:05/02/2022

  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.

  This business higher the worst employees! An employee named *********************** employee id ********* discriminated against my disability and humiliated me front of tons of people and was flipping me off not noticing my family was sitting first row! Also the pilot tried to compare his job to my disability stated would you want me flying or I had those conditions? Your not safe to fly and should never fly. Mind you this all about my service animal who is a certified service animal! They both need to be fired I was kicked off the plane by their unprofessional and inappropriate staff

  Business Response

  Date: 06/10/2022

  Dear **************,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to us regarding your travel experience.
  
  I'm sorry for any confusion regarding your emotional support animal.
  
  When boarding the flight attendant inquired if your dog was an emotional support animal and you replied, "emotional support". She informed you that emotional support animals are no longer accepted but you fine to bring as long as it remained it the carrier. You stated that you needed the dog in your lap due to severe anxiety and becoming argumentative. The gate agent explained that you showed paperwork for both. The captain also spoke to you explaining the difference between the service animal and emotional support of which you kept referencing your dog as. You were allowed to re board with the understanding of calming down.  After returning, your behavior was aggressive, and it was determined that you would need to be removed and moved to a later flight. It was noted that the flight attendant did not raise her voice and did not flip off.
  
  Additional information was provided in your original submission
   220501-XXXXXX
  
  Sincerely,
  
  X
  Customer Relations Advocate
  **********************

• Initial Complaint

  Date:05/01/2022

  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 flight was cancelled on 4/15, due to the airline cancelling the route. It is 5/1 and I still have not received my refund for this flight. I've read on Frontier's website that it would be completed within 7 days.

  Business Response

  Date: 05/24/2022

  Dear,
  
  Thank you for contacting Frontier Airlines.
  
  We are happy to help you. 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
  
  We appreciate your cooperation, and look forward to hearing back from you.
  
  Regards,
  
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  Date:05/01/2022

  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 filled for a refund with frontier airlines for flights that was canceled and I never flew on I proved I took another airlines to then showed my intinarry proving it. Yet they still say I flew out in there airlines. Which tells me they didn't keep a proper flight list of who was on there plane that day. We are now in May and I have yet to receive anything from them.Refund

  Business Response

  Date: 05/24/2022

  Hello,
  
  We are currently managing a high volume of messages and any additional responses will be delayed. Your message is important to us and we will do our best to get back to you quickly. We appreciate your patience.
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines regarding your concerns about the refund for your flight cancellation on 2/7/22 when traveling from MCO to ALB. I am sorry that you haven't received any type of reimbursement.
  
  I see that on 2/15/22 you received a reimbursement of $25.20 for the second leg of the flight. Being that you took another airline to your destination, if you could, provide me with the receipts. Please include the date of light, city pairs, passenger information, the airline contact information, proof of payment and the total paid. Once I receive that information, I will be able to further reimburse you.
  
  We appreciate your patience and hope to service your travel needs under better circumstances in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer Answer

  Date: 05/25/2022

   
  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,
  
  ***********************