Frontier Airlines

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 24 historical complaints about Frontier Airlines, published between 2001 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Frontier Airlines - no reply on baggagePublished Nov 4, 2013 · Historical consumer allegation
• Consumer ReportPublished Jun 18, 2013 · Historical consumer allegation
• Frontier Airlines Wheelchair Assistance - FlightPublished May 17, 2013 · Historical consumer allegation
• FRONTIER AIRLINES We will get u there, when we are good & readyPublished Jul 3, 2012 · Historical consumer allegation
• Frontier Airlines web/phone bait and switchPublished Jan 27, 2012 · Historical consumer allegation
• Stuck in costa rica with no helpPublished Jan 15, 2012 · Historical consumer allegation
• Bait and Switch and Overcharging for ReservationsPublished Dec 17, 2011 · Historical consumer allegation
• Frontier Airline No Service for 100 dollar child feePublished Nov 21, 2011 · Historical consumer allegation
• Customer ServicePublished Sep 27, 2011 · Historical consumer allegation
• Frontier Airlines Sucks - PhoenixPublished Aug 3, 2011 · Historical consumer allegation
• They left me stranded in DFW with no stroller since they broke off a wheel and won't replace itPublished Jun 17, 2011 · Historical consumer allegation
• IPOD stolen out of suitcasePublished Dec 17, 2010 · Historical consumer allegation
• Unfair, unreliable, inconsistent, double standardPublished Apr 13, 2010 · Historical consumer allegation
• Parents of Unaccompanied Minors Beware of DeceptionPublished Apr 3, 2010 · Historical consumer allegation
• Customer ServicePublished Mar 29, 2010 · Historical consumer allegation
• Customer service - ticketsPublished Oct 6, 2009 · Historical consumer allegation
• Customer ServicePublished Apr 9, 2009 · Historical consumer allegation
• Customer ServicePublished Aug 12, 2008 · Historical consumer allegation
• Bad servicePublished Jul 18, 2008 · Historical consumer allegation
• Illegal activitiesPublished Jan 29, 2008 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website (flyfrontier.com): https://www.flyfrontier.com/
• Frontier customer service, agents available 24/7: 602-333-5925
• Share feedback / complaint form (Customer Relations): https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/
• Rebooking and refund options for canceled or delayed flights: https://travel.flyfrontier.com/
• Delayed or damaged bag report (NetTracer): https://app.nettracer.aero/pax/frontier/bso/login
• DOT: file an air travel consumer complaint: https://www.transportation.gov/airconsumer/file-consumer-complaint
• Corporate telephone listed on Form 10-K cover: (720) 374-4550
• Data-incident helpline named in Oct. 2, 2026 customer notice: 833-918-8889

Locations

Frontier Airlines refunds, cancel and change fees, delayed flights, bags and how to complain: what Frontier's pages and DOT's rules say (checked October 6, 2026)

Frontier's own pages, DOT's rules and the court dockets below were opened on October 6, 2026. This site links 27 complaints about Frontier Airlines (24 as the primary subject, 3 that name Frontier only as the airline on a co-branded credit card); they are dated 2001 to 2013, so they describe the airline as it operated then. The current rules come from Frontier's and DOT's pages, quoted below.

Refunds. Frontier's help article “Can I get a refund if I cancel my flight?” (shown as “Last Modified on 09/24/2026”) says: “Frontier tickets are generally non-refundable.” It lists these cases for a refund to the original form of payment: you cancel within 24 hours of booking and the flight is 7 or more days away; the flight was cancelled or had a significant schedule change or delay (“greater than 3 hours for domestic flights, or greater than 6 hours for international flights”) and you did not take a rebooked flight or choose a travel credit; the death of a ticketed customer; and Diamond Elite members who cancel at least 24 hours before departure; for travel originating in Colombia, bought through Frontier's website, app or call center, the article says tickets “are refundable upon request within five business days of purchase” if travel begins at least five calendar days after purchase. It adds: “Refunds to credit cards are processed within 7 business days. Refunds to other eligible forms of payment, if applicable, are processed within 20 calendar days.”

Cancel and change fees. The article “Can I cancel my reservation?” (last modified 09/24/2026) says cancelled trips “become travel credit (minus any fees)” and “If the fee exceeds the ticket value, no credit is retained.” Frontier's change-policy page says: “If you cancel your itinerary, you will retain the value of your itinerary less the applicable cancel fee and certain carrier charges as a travel credit.” It also says that if you miss the check-in or boarding deadline, the ticket is deemed a No-Show Cancellation and “All subsequent flights, including return flights, on the itinerary, will also be treated as No-Show Cancellations.” The cancellation fee is $149 per passenger per direction for bookings made on or after September 25, 2026, $129 for bookings made June 5 to September 24, 2026, and $99 for bookings made on or before June 4, 2026; there is no fee for Economy, Premium or Business bundles or for the Economy Fare. Frontier's change-policy page lists a change fee for Basic/Standard fares of $0 if you change 60 or more days before departure and $149 within 59 days (bookings on or after September 25, 2026); for bookings made June 5 to September 24 the page shows $0 at 60+ days, $79 at 59 to 7 days and $129 at 6 days or less; for bookings made on or before June 4 it shows $0, $49 and $99. Cancel on the website through Manage Trip (last name and confirmation code) or in the mobile app under My Trips.

Cancelled or delayed flights. Frontier's customer-service page points to a Rebooking/Refund Options portal for flights cancelled or delayed more than 3 hours (domestic) or 6 hours (international). Its Customer Service Plan says that for “controllable” situations Frontier will place you on the next available Frontier flight and provide meal vouchers for delays of 3 hours or more; for “uncontrollable” situations such as weather it does “not offer compensation ... beyond the re-accommodation on the next available Frontier flight”; in both cases, if the flight is cancelled or delayed more than 3 hours it provides “upon request, a full refund of any unused portion of your ticket.” Separately, DOT's refund rule (14 CFR Part 260) requires a covered carrier that is the merchant of record to give a full and prompt refund, including taxes and ancillary fees, to a consumer with a nonrefundable ticket for a cancelled or significantly delayed or changed flight when the consumer chooses not to fly the changed flight or accept an alternative or voucher (section 260.6). DOT's refund page adds that if the traveler rejects the offer or does not respond to it, “a refund must be issued to you automatically without you having to make a request,” whereas Frontier's Customer Service Plan words its refund as “upon request”; DOT also says travel credits, vouchers or other compensation offered in place of a refund “must be valid for at least five years.” The rule defines a significantly delayed or changed flight as one with a departure or arrival change of three hours or more domestic (six hours or more international), among other changes, and defines a prompt refund as within 7 business days for credit-card purchases and within 20 calendar days for other payments (section 260.2).

Bags. Frontier's bag article says every ticket includes a free personal item, that carry-on and checked bags are bought individually or in a bundle, and that prices vary by travel date and purchase time (it points to a Bag Price Checker). For a delayed, lost or damaged bag, the Customer Service Plan and the Contract of Carriage (revision R2, 09/14/26, section 16.B) say to report it within 4 hours of arrival (pilferage claims up to 24 hours after arrival), with supporting documents due within 30 days after the claim packet is received; the Contract of Carriage sets a domestic checked-baggage liability limit of $4,700 “or such greater amount as may be set forth in 14 CFR Part 254.” DOT's rule also requires a prompt, automatic refund of the bag fee for a lost bag or one not delivered within 12 hours of arrival on a domestic itinerary, once the passenger has filed a Mishandled Baggage Report with the carrier and, where it applies, the carrier that received the report has notified the responsible carrier (sections 260.2 and 260.5(d)); DOT's refund page sets the delay thresholds for an international itinerary at 15 hours when the flight is 12 hours or less and 30 hours when it is more than 12 hours. Frontier's Customer Service Plan says it will “cover your immediate, reasonable needs while you wait for your baggage.” Frontier's article on bag and seat refunds says optional services are “generally non-refundable” but that a service Frontier could not provide is refunded automatically within 7 business days of the scheduled travel date.

Contract terms to know. The Contract of Carriage (R2, 09/14/26) includes a “No Class Action” clause (claims “may be brought in a party's individual capacity and not as a plaintiff or class member in any purported class or representative proceeding”) and a time limit of 6 months from the incident for legal action; its denied-boarding table pays 200 percent of the one-way fare (cap $1,550) when the new arrival is 1 to 1:59 hours late domestically and 400 percent (cap $2,150) at 2 hours or more. A federal court described a separate arbitration clause in the GoWild! Pass terms; see the litigation section.

How to complain. Frontier lists a 24/7 phone line (602-333-5925), chat, WhatsApp text, an online Share Feedback form and a Refund Request page; its Customer Service Plan gives a mailing address (Attn: Customer Relations, 4545 Airport Way, Denver, CO 80239) and promises to acknowledge written complaints within 30 days and give a substantive response within 60 days. If that does not resolve the problem, DOT's page says the Office of Aviation Consumer Protection forwards complaints to the airline, “does not investigate every air travel service complaint” and uses complaints to spot trends; disability and discrimination complaints are handled through the airline's response and DOT's review. Safety concerns go to the FAA and security concerns to TSA, not DOT's consumer office. Problems with the Frontier Airlines World Mastercard are with its issuer, Barclays Bank Delaware, and can also be sent to the CFPB.

If you received a data-incident letter. Frontier issued notices dated July 9, 2026 (the version on file with the Massachusetts Attorney General is addressed to Frontier team members) and October 2, 2026 (describing customer-care form data); what the letters say and the related lawsuits are summarized in the litigation section.

Frontier Airlines DOT consent orders: refunds (2022), chronically delayed flights (2025, amended 2026) and denied boarding and disability assistance (2017)

The items below come from DOT's own orders. A consent order records what DOT concluded and what the airline agreed to; each states Frontier's response, quoted or summarized from the order. DOT's orders are administrative actions, not court cases.

• Order 2022-11-12 (served November 14, 2022; Docket OST-2022-0001), refunds and credits. DOT's Office of Aviation Consumer Protection found that Frontier “failed to provide timely refunds to tens of thousands of consumers for flights that the airline significantly changed” after it modified its definition of a significant schedule change and applied it retroactively to passengers who bought under the earlier definition, and that it engaged in an unfair and deceptive practice by not keeping an online system for redeeming flight credits working for a 15-day period in 2020. The order records that holders of 82,711 bookings were affected and that 31,397 of them had been refunded as of May 6, 2022. DOT assessed $2,200,000: $1,000,000 due within 60 days and $1,200,000 credited to Frontier for refunds it gave passengers who voluntarily cancelled non-refundable tickets. In its response Frontier “disagrees with the Department's determinations and maintains that enforcement action is not warranted” and says it provided in excess of $95,000,000 of goodwill refunds, credits and vouchers to customers not entitled to them under U.S. law.
• Order 2025-1-2 (January 15, 2025; Docket OST-2025-0001), chronically delayed flights. DOT found that Frontier held out three chronically delayed flights between August 2022 and April 2023 “at least 63 times” in violation of 49 U.S.C. 41712 and 14 CFR 399.81 (St. Thomas-Orlando Flight 131, Atlanta-Phoenix Flight 1563, and Orlando-Houston Flights 1251/1043). It assessed $650,000: $162,500 due within 60 days, $162,500 due within 12 months of the first payment, and $325,000 payable only if Frontier violates the order within three years. Frontier said it resolved the matter “without any admission of liability,” does not concede DOT's statement of law or facts, and that many delays came from uncontrollable events such as weather.
• Order 2026-4-11 (April 17, 2026; Docket DOT-OST-2026-0001), amendment of Order 2025-1-2. DOT records that Frontier paid the first $162,500 on March 10, 2025 and credits the second $162,500 for $85,534 in goodwill compensation to passengers on the chronically delayed flights and $76,966 in mobile-app notification improvements. The order states that Frontier “remains assessed $650,000” and that $325,000 becomes payable if Frontier violates the cease-and-desist provision through January 15, 2028.
• Order 2017-7-8 (July 21, 2017; Docket OST-2017-0001), denied boarding and disability assistance. DOT found violations of its oversales rule (14 CFR Part 250) and of 14 CFR Part 382 (Air Carrier Access Act rules): failing to solicit volunteers before involuntarily denying boarding, failing to give required notices and to pay denied-boarding compensation on the day and place, failing to provide adequate assistance moving within terminals and in enplaning and deplaning, failing to offer preboarding to eligible passengers with a disability, and failing to give dispositive written responses to disability complaints. It assessed $400,000: $325,000 due within 30 days and $75,000 credited for compensation to complainants and for a quality-assurance position, a wheelchair-dispatch data feed and an audit process. In its response Frontier said it takes compliance seriously and has adequate systems in place for many of the requirements.

DOT's September 2026 Air Travel Consumer Report counts complaints it received about Frontier; those counts are in the complaint-record section and are not findings of violations.

Frontier Airlines company background: Frontier Group Holdings, Indigo Partners, fleet and recent filings

Frontier Group Holdings, Inc., a Delaware corporation listed on Nasdaq as ULCC, is the parent of Frontier Airlines, Inc.; its 2025 Form 10-K describes Frontier as “an ultra low-cost carrier” headquartered in Denver with a fleet of 176 Airbus aircraft at December 31, 2025 (6 A320ceo, 89 A320neo, 21 A321ceo and 60 A321neo) and total operating revenues of $3,724 million and a net loss of $137 million for 2025. BBB's data lists a business start date of February 8, 1994. Frontier's “About us” page says it operates “more than 100 A320 family aircraft” serving “approximately 120 destinations”; that wording differs from the 10-K's fleet count, which is the figure given above.

Recent corporate events from SEC filings. In March 2026 Frontier agreed to terminate early the leases on 24 A320neo aircraft (Early Return Agreement; Form 10-Q for the quarter ended June 30, 2026). A Form 8-K says that on June 30, 2026 Frontier agreed to sell 11 A321neo aircraft to Avolon at delivery and expected to exit 2026 with 171 aircraft; another says that on August 29, 2026 it agreed to lease 10 A321neo aircraft from AerCap. A Form 8-K says that on June 24, 2026 Frontier and Barclays Bank Delaware signed a Seventh Amendment extending the term of the Credit Card Affinity Agreement for the FRONTIER Airlines World MasterCard from December 31, 2029 to June 30, 2037.

Ownership and affiliates. The 10-K calls Indigo Partners, LLC “a private equity fund” that is Frontier's private equity sponsor and says Indigo Partners and its affiliates, including William Franke, Chair of Frontier's Board, “continue to own a substantial percentage of our outstanding common stock”; it gives no percentage in the passages opened.

Programs. The 10-K lists the FRONTIER Miles loyalty program, the co-brand credit card, the Discount Den membership (including Kids Fly Free) and the GoWild! All-You-Can-Fly Pass, which it describes as allowing “unlimited travel for a specified period for a base fare of $0.01 per flight, subject to certain restrictions”; it also lists planned First Class seating by the end of 2026 and planned onboard Wi-Fi by the end of 2027. Frontier's pages show a check-in notice (“check-in is currently only available in the Frontier mobile app”) and say check-in and checked-bag acceptance close 1 hour before scheduled departure.

Frontier Airlines complaint record: BBB, Trustpilot, ComplaintsBoard, DOT complaint counts and archive posts (as displayed October 6, 2026)

These figures are snapshots as displayed on October 6, 2026. They are different measures from different sources and are not added together or compared with each other.

• BBB. BBB profile for Frontier Airlines, Inc., 4545 Airport Way, Denver (headquarters listing, which BBB says includes corporate-owned locations): rating F; “NOT BBB Accredited”; reasons shown include “Failure to respond to 1,675 complaint(s) filed against business” and “180 complaint(s) filed against business that were not resolved”; 4,321 total complaints in the last 3 years and 962 closed in the last 12 months; customer reviews 1.07 out of 5, average of 995 reviews. BBB file opened May 15, 2001; business started February 8, 1994 per BBB's page data. BBB also lists many separate airport-station profiles named Frontier Airlines, which are not combined here. BBB says it does not verify the accuracy of information provided by third parties.
• Trustpilot. flyfrontier.com: unclaimed profile, 1.2 stars from 1,747 reviews (391 in the last 12 months); Trustpilot's page says the company has “no history of asking for reviews” and that reviews “may not be representative.”
• ComplaintsBoard. 1.4 rating from 4 reviews and 255 complaints, page updated August 31, 2026; the profile is unclaimed.
• DOT Air Travel Consumer Report. The September 2026 report (July 2026 data) shows 773 complaint cases received by DOT about Frontier Airlines in July 2026, in DOT's categories: refunds 195, flight problems 184, baggage 98, reservations/ticketing/boarding 75, customer service 54, denied boarding 46, fees/fares 32, disability 16, discrimination 11, advertising 9, animals 2 and other 51. DOT counts complaint cases it received; they are not findings that a violation occurred.

Complaints in this site's archive. 27 posts are linked as complaints about Frontier Airlines (24 primary, dated 2001 to 2013: 2001 one, 2004 one, 2005 one, 2007 one, 2008 three, 2009 two, 2010 four, 2011 five, 2012 three, 2013 three) plus 3 that name Frontier only as the airline on a Barclays co-branded credit card. They are allegations by their authors. A keyword count of the 24 primary posts (a post can match several topics) found refunds, fees or charges in 17, delays or cancellations in 13, customer service in 13, baggage in 8, children or unaccompanied minors in 6 and frequent-flyer miles in 2. Posts about Frontier Pharmacies, Frontier Communications and other businesses named Frontier are not about this airline and are not linked.

Frontier Airlines lawsuits: 2026 data-incident class actions and the GoWild! Pass case

Court entries below come from CourtListener's copies of the federal dockets, opened newest first on October 6, 2026. A complaint states a plaintiff's allegations; it is not a finding.

Data-incident class actions (D. Colo.). Frontier mailed a Notice of Data Breach dated July 9, 2026 (filed with the Massachusetts Attorney General) saying a data security incident “may” have involved first and last name, address, phone number, Social Security number, driver's license number, place of birth, designated contact information, passport or visa number, date of birth and Frontier employee ID number; the version opened was addressed to employees, was signed by Frontier's Senior Vice President, Human Resources, and offered 24 months of Experian IdentityWorks (enrollment deadline October 31, 2026). A second notice dated October 2, 2026, signed by the Chief Information Officer, says the information “may include your name, contact information, and driver's license number” and was “maintained in our customer care database because you provided the information when filling out Frontier's customer care form in connection with a request.” Neither document opened states how many people were affected. Bennett v. Frontier Airlines, Inc., No. 1:26-cv-03129 (D. Colo.), was filed July 13, 2026; Stean v. Frontier Airlines, Inc., No. 1:26-cv-03160, was filed July 15, 2026. The Stean complaint alleges that on May 12 and June 3, 2026 a cybercriminal group called Scattered Lapsus$Hunters accessed and exfiltrated personal information of employees and possibly customers, that Frontier learned of the breach on or about June 18, 2026 and notified people on July 9, 2026, and it pleads negligence on behalf of a proposed class. On August 13, 2026 Judge Gordon P. Gallagher consolidated 26-cv-3129, 26-cv-3159 and 26-cv-3160 under the lead case 26-cv-03129; a combined scheduling conference was set for October 14, 2026. Frontier has filed responses on the consolidation and lead-counsel motions; the docket opened shows no ruling on the merits.

GoWild! Pass class action (D. Colo.). In Hartsfield v. Frontier Airlines, Inc., No. 1:23-cv-02093, filed August 17, 2023, plaintiffs alleged that the GoWild! All You Can Fly Pass relied on hidden and unclear terms that prevented booking $0.01 flights as advertised. On June 14, 2024 a magistrate judge recommended compelling arbitration and dismissing the claims without prejudice, noting that the pass terms contain an arbitration clause; on July 1, 2024 the district judge adopted the recommendation and final judgment was entered. Plaintiffs appealed (Tenth Circuit No. 24-1305) and on August 13, 2024 the appeal was dismissed on their motion under Rule 42(b).

Other matters. Frontier's 2025 Form 10-K (Item 3) and 2026 second-quarter Form 10-Q say Frontier is “from time to time ... subject to commercial litigation claims and to administrative and regulatory proceedings and reviews” and believes the ultimate outcome is not reasonably likely to have a material adverse effect. A CourtListener search for Frontier Airlines on October 6, 2026 also returned many individual suits filed in 2026 in several districts; they were not reviewed individually and are not described here.

Is Frontier Airlines Legitimate?

Frontier Airlines, Inc. is the operating subsidiary of Frontier Group Holdings, Inc., an SEC registrant (Commission File Number 001-40304) whose Form 10-K for 2025 gives its principal executive offices as 4545 Airport Way, Denver, Colorado, and whose shares trade on Nasdaq under the symbol ULCC; the 10-K reports a fleet of 176 aircraft at December 31, 2025. DOT has issued consent orders against Frontier in 2017, 2022 and 2025 (amended 2026), described above, and DOT's September 2026 report counts 773 complaint cases about Frontier for July 2026. BBB shows an F rating for the headquarters profile and says Frontier is not BBB Accredited; Trustpilot shows 1.2 stars from 1,747 reviews on an unclaimed profile. Those counts are published by third parties and are not verdicts; this site does not rate airlines.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as an affiliate: Frontier Airlines Master Card Frontier Airlines World Card Early Rewards Card Scam
• Named as an affiliate: Apr
• Named as an affiliate: Posted My Payments to Other's Account - 4 TIMES!

Company Relationships

• Owned by: Frontier Group Holdings, Inc.
• Affiliated with: Indigo Partners, LLC
• Affiliated with: Barclays Bank Delaware

Frequently Asked Questions