Frontier Airlines Ranks Lowest in U.S. Airline Satisfaction, But Earns FAA Safety Award

Frontier Airlines has earned the unfortunate distinction of being ranked the worst major airline in the United States, according to the U.S. Department of Transportation’s (DOT) latest Air Travel Consumer Report (ATCR). Released in July 2024, the report evaluated airline performance and consumer complaints submitted throughout 2023.

Despite offering budget-friendly fares that appeal to cost-conscious travelers, Frontier received the highest volume of complaints among all U.S. carriers, highlighting chronic issues such as flight delays, cancellations, and poor customer service.

Sky-High Airline Complaint Rates

The DOT revealed that Frontier Airlines averaged 33 complaints per 100,000 passengers, more than double the rate of Spirit Airlines, which recorded about 15 complaints per 100,000 travelers. JetBlue Airways followed closely with 13 complaints per 100,000 passengers.

According to the DOT, the volume of consumer complaints across all airlines in 2023 was the second-highest ever recorded—only 2020 saw more. Of all submissions, approximately 91% were complaints against airlines and ticket agents, which contributed to a delay in publishing the annual report.

Frontier’s complaint total rose a staggering 68% year over year, a troubling trend that the airline has acknowledged.

“We have been disappointed in our historical complaints. However, we are pleased to have seen a recent drop in complaints due to better operational reliability, the reopening of our call center and the New Frontier, which offers clear, upfront low-cost pricing, and no change fees,” said a Frontier spokesperson in a statement to Forbes.

DOT Slaps Frontier with $650,000 Fine

Adding to its woes, Frontier Airlines was hit with a violation notice from the DOT in January 2024. The agency found that Frontier operated three chronically delayed flights, a violation of federal aviation standards. In response, the DOT levied a $650,000 civil penalty and ordered the airline to cease such practices.

Bright Spot: FAA Diamond Award for Maintenance Excellence

Despite operational and customer service concerns, Frontier Airlines was recognized for excellence in aircraft maintenance. In February 2024, the airline received the Federal Aviation Administration’s (FAA) prestigious Diamond Award for Aircraft Maintenance Training—the highest honor for aviation maintenance in the U.S.

The award celebrates the airline’s commitment to safety, training, and technical excellence. Frontier’s Aircraft Maintenance Technicians (AMTs) completed extensive FAA-developed safety courses, and the airline modernized its training curriculum to align with evolving industry standards.

“On behalf of the entire Frontier Technical Operations organization, we are immensely proud of this achievement as it recognizes our team’s commitment to technical training and safety,” said Jeff Moore, Vice President of Technical Operations at Frontier.

Frontier’s Strategic Shift and Ultra-Low-Cost Airline Model

Frontier continues to operate as an ultra-low-cost carrier (ULCC), appealing to passengers willing to trade traditional services for lower ticket prices. In 2023, the airline announced its “New Frontier” initiative, promoting simplified pricing, no change fees, and a renewed emphasis on transparency.

In a bid to improve customer experience, the airline also reopened its U.S.-based call center, which had previously been shut down to cut costs—a move that was widely criticized by passengers.

In addition, Frontier has been expanding aggressively into underserved markets. Recent new routes include flights to Puerto Vallarta, Guadalajara, and Tulum in Mexico, as well as increased domestic service to secondary airports, aiming to compete on price while avoiding congested major hubs.

Airlines with the Fewest Complaints

On the other end of the spectrum, Alaska Airlines earned the top spot for customer satisfaction, with just two complaints per 100,000 passengers. Southwest Airlines and Delta Air Lines followed closely with four complaints per 100,000 travelers. These carriers continue to set the standard for customer service and operational reliability in the domestic market.

The Road Ahead

As Frontier Airlines works to repair its reputation, it remains to be seen whether improvements in training and technical operations will translate into a better passenger experience. While low fares may continue to attract budget-minded travelers, customer satisfaction and trust are critical to long-term success in a competitive market.

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