Frontier Airlines Tops U.S. Complaint List for Third Straight Year

Key Takeaways

• Frontier Airlines had 23.3 complaints per 100,000 passengers in 2024, highest among U.S. airlines.
• Total U.S. airline complaints rose 9% in 2024 to 66,700, with refund and delay issues most common.
• New 2024 DOT rules mandate automatic refunds, boosting passenger awareness and increasing formal complaint filings.

This analysis examines the persistent issue of customer complaints against Frontier Airlines, focusing on its position as the most complained-about airline in the United States 🇺🇸 for the third year in a row. The purpose is to provide a clear, data-driven understanding of complaint trends, the nature of these complaints, and the broader regulatory and industry context. The scope covers the latest statistics from 2024, historical trends since 2022, operational performance, regulatory changes, and consumer advocacy recommendations. The analysis also explores how these patterns affect travelers, especially those who rely on air travel for immigration, family reunification, or work-related reasons.

Methodology

This report draws on data from the Colorado Public Interest Research Group (CoPIRG), the Department of Transportation (DOT), and statements from consumer advocacy groups. The primary metric used is the number of complaints filed per 100,000 passengers, a standard benchmark for comparing airline service quality. Additional operational data, such as on-time arrival rates, baggage handling, and wheelchair mishandling, are included to provide a fuller picture of airline performance. The analysis also reviews regulatory changes and airline responses to complaints, referencing official government sources and consumer advocacy statements.

Key Findings

• Frontier Airlines had the highest complaint rate among U.S. airlines in 2024, with 23.3 complaints per 100,000 passengers.
• This rate is more than 10 points higher than the next airline, Spirit Airlines, which had 12.8 complaints per 100,000 passengers.
• The overall number of airline complaints in the United States 🇺🇸 reached a record high in 2024, with 66,700 complaints, a 9% increase from 2023.
• The most common complaints involve refund issues, flight cancellations and delays, and baggage or wheelchair problems.
• Regulatory changes in 2024, including new automatic refund rules, have increased passenger awareness and possibly contributed to the rise in formal complaints.
• Frontier Airlines has acknowledged its poor performance and claims to be making improvements, but the complaint rate remains much higher than industry averages.

Data Presentation and Visual Descriptions

To help readers understand the scale and context of these findings, the following sections break down the data using descriptive visuals and comparisons.

Complaint Rates by Airline (2024)

Imagine a bar chart where each airline is represented by a bar showing complaints per 100,000 passengers:

• Frontier Airlines: The tallest bar, reaching 23.3.
• Spirit Airlines: The next bar, much shorter at 12.8.
• JetBlue Airways: Slightly shorter, at 10.4.
• Southwest Airlines: A very short bar, at 1.5.
• Alaska Airlines: Slightly taller than Southwest, at 2.6.
• Hawaiian Airlines: At 3.8, still much lower than the top three.

This visual makes it clear that Frontier Airlines stands out with a much higher complaint rate than any other major U.S. carrier.

Complaint Trends Over Time

Picture a line graph showing the total number of complaints filed with the DOT each year:

• 2022: The line starts at 47,591 complaints.
• 2023: The line rises to 61,233 complaints.
• 2024: The line peaks at 66,700 complaints.

This upward trend shows that airline complaints have been increasing steadily, reaching a new high in 2024.

Nature of Complaints

If we imagine a pie chart showing the types of complaints, about three-quarters of the chart would be taken up by:

• Refund issues
• Flight cancellations and delays
• Baggage and wheelchair/scooter problems

The remaining quarter would be divided among other issues, such as poor onboard conditions, unauthorized charges, and difficulties with rebooking.

Operational Performance

A table comparing operational metrics for major airlines might look like this:

Frontier Airlines consistently ranks among the worst in these operational categories.

Comparisons, Trends, and Patterns

Frontier Airlines vs. Industry Peers

Frontier Airlines’ complaint rate of 23.3 per 100,000 passengers is not only the highest in 2024 but also more than ten times higher than Southwest Airlines, which had only 1.5 complaints per 100,000 passengers. This pattern has persisted for three years, with Frontier’s rate peaking at around 33 complaints per 100,000 passengers in previous years. While there has been some improvement, the gap between Frontier and its competitors remains wide.

Industry-Wide Trends

The entire airline industry has seen a rise in complaints since the pandemic. The 66,700 complaints filed in 2024 represent a 9% increase over 2023 and a 40% increase over 2022. This suggests that passenger dissatisfaction is not limited to one airline but is part of a broader trend.

Nature and Impact of Complaints

Refund issues, flight disruptions, and baggage problems are the most common sources of frustration for passengers. For immigrants, international students, and families traveling for important events, these issues can have serious consequences, such as missed immigration appointments, lost documents, or delayed reunification with loved ones.

Regulatory Changes and Consumer Awareness

The Biden Administration’s new rules in 2024 require airlines to provide automatic refunds for canceled or significantly delayed flights. This has made passengers more aware of their rights and may have encouraged more people to file formal complaints. The DOT’s updated complaint system is also easier to use, which could partly explain the increase in reported issues.

Evidence-Based Conclusions

The data clearly show that Frontier Airlines has a persistent problem with customer service, as measured by the high rate of complaints. While the airline has made some efforts to improve, such as reopening its call center and promising better operational reliability, these changes have not yet brought its complaint rate in line with industry standards.

The rise in complaints across the industry suggests that broader factors, such as staffing shortages, increased travel demand, and regulatory changes, are also at play. However, the fact that some airlines, like Southwest and Alaska, maintain much lower complaint rates indicates that better service is possible even in challenging conditions.

Limitations

This analysis is based on publicly available data from the DOT and consumer advocacy groups. The most recent report does not provide a detailed breakdown of complaint types by airline, so some conclusions are drawn from historical patterns. Airline operational data, such as on-time arrival rates and baggage handling, are subject to change and may not reflect the most current performance. Additionally, the analysis does not include qualitative data from individual passengers, which could provide more context about the nature and impact of complaints.

Regulatory and Consumer Protection Context

The Department of Transportation plays a key role in protecting airline passengers. Travelers are encouraged to first try to resolve issues directly with the airline. If that fails, they can file a formal complaint with the DOT, which forwards the complaint to the airline and uses the data to identify systemic problems. The DOT’s complaint system is accessible online, and more information can be found on the official DOT website.

The new automatic refund rules introduced in 2024 are designed to make it easier for passengers to get their money back when flights are canceled or significantly delayed. This is especially important for immigrants and international travelers, who may have limited flexibility and face higher stakes if their travel plans are disrupted.

Frontier Airlines’ Response and Improvement Efforts

As of May 23, 2025, Frontier Airlines had not responded to requests for comment about the latest complaint statistics. In earlier statements, the airline acknowledged its poor performance but pointed to recent improvements, such as:

• Reopening its call center
• Offering clearer, upfront pricing
• Eliminating change fees
• Upgrading customer support channels
• Enhancing self-service options
• Improving baggage handling

While these steps are positive, the data show that Frontier still has a long way to go to match the service quality of its competitors.

Industry Challenges and Future Outlook

The airline industry faces ongoing challenges, including:

• Staffing shortages, especially among air traffic controllers, which could lead to more flight delays and cancellations.
• Increased travel demand, putting pressure on airlines to maintain service quality.
• Operational disruptions, such as weather events or technical problems, which can quickly lead to a spike in complaints.

Despite these challenges, some airlines have managed to keep complaint rates low, suggesting that strong management and customer service practices can make a difference.

Consumer Advocacy and Practical Guidance

Consumer advocacy groups like CoPIRG recommend that passengers:

• Be prepared for possible delays, cancellations, or lost baggage.
• Know your rights under DOT regulations, especially regarding refunds and rebooking.
• Document all interactions with airlines, including emails, receipts, and complaint numbers.
• File a formal complaint with the DOT if the airline does not resolve your issue.

As reported by VisaVerge.com, staying informed about your rights and options is the best way to protect yourself when flying, especially if you are traveling for important immigration-related reasons.

Actionable Takeaways

• Check airline complaint rates before booking, especially if your travel is time-sensitive or related to immigration.
• Keep all travel documents and receipts in a safe place, and make digital copies if possible.
• If your flight is canceled or delayed, ask the airline about your options for rebooking or refunds.
• If you experience problems, try to resolve them directly with the airline first. If that fails, file a complaint with the Department of Transportation.
• Stay updated on regulatory changes that may affect your rights as a passenger.

Conclusion

Frontier Airlines’ position as the most complained-about airline in the United States 🇺🇸 for three years running highlights ongoing challenges in customer service and operational reliability. While the airline has made some efforts to improve, its complaint rate remains much higher than industry averages. The broader rise in airline complaints suggests that passengers are facing more problems across the board, but some airlines have managed to maintain better service. For travelers, especially those with immigration needs, being prepared and knowing your rights is essential. The Department of Transportation provides resources and a formal complaint process to help protect consumers and drive improvements in the airline industry.

By understanding these trends and taking practical steps, passengers can better protect themselves and help push airlines toward better service.

Learn Today

Complaint Rate → Number of complaints filed per 100,000 airline passengers, indicating service quality levels.
Department of Transportation (DOT) → U.S. government agency overseeing airline consumer protection and complaint management.
Automatic Refund → A rule requiring airlines to refund passengers automatically for canceled or significantly delayed flights.
Operational Performance → Airline metrics including on-time arrivals, cancellations, baggage handling, and wheelchair service.
Consumer Advocacy → Groups representing passengers’ interests, promoting rights and transparency in airline services.

This Article in a Nutshell

Frontier Airlines remains the most complained-about U.S. airline in 2024, with 23.3 complaints per 100,000 passengers. Industry-wide complaints rose 9%, driven by refunds and delays. New 2024 DOT refund rules increased awareness. Despite improvements, Frontier’s complaint rate far exceeds competitors, impacting travelers relying on reliable air service.
— By VisaVerge.com