Frontier Airlines, Inc.

10/11/12:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize for the delay We are showing you have a balance 41, miles in your account and are current It sounds
like you are having difficulty resetting your passwordPlease call reservations at *** and advise the agent you need assistance resetting your password.Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* *** ** *** */
Dear Mr***,
We have your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
In reviewing your information it appears a reply was sent via email to you on June 22, 2015,
emails are answered in the order received and may take a couple of days to receive a response from our Customer Relations department
Please accept my apology for any misinformation when advising agents that *** would not be travelingThe fare purchased is the Economy fare and non refundable, you do however have one year from the date of issue to rebook with any applicable feesBecause his ticket has been marked used the ticket is not able to be used so I have issued a voucher for him for the amount of the credit he would haveThe amount is $which is the fare of $less the $change fee I have waived the $3rd party service fee as a customer service gestureTo redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number:
XXXXXXXXXXXXXXXXX *** ***
This voucher must be redeemed by March 16, 2016, but your travel date may be as far out as Frontier's schedule allows
We look forward to welcoming you aboard a future Frontier Airlines flight
Kindly,
***
Customer Service
Frontier Airlines
***
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** responsible for payment of any difference between the value of the certificate and the value of the ticket
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased
-Valid until March 16, and may not be extended
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash
Other conditions may apply
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the latest efforts by Frontier but believe they fall shortMy issue is how their representatives handled the situationI was told initially that I would be given full credit for the leg out to San Diego (not fare minus fees) from Denver and to talk to the agent in San Diego for return part of the legI asked the agent in San Diego how to cancel the leg back and the response is that he doesn't handle that and I would need to talk to the agent back in Denver when I landSubsequently my son's flight was labeled "no show" and that seems to be the reason for not reimbursing that part of the legFurthermore the customer service rep that I talked to after the flight was very short with me and wouldn't escalate to a manager or someone that could make decision and was no help at all
My only mistakes in this situation I believe is that I trusted the agents and their advice and I did not get their names for referenceI am the CIO of a large organization and part of that involves a service desk and customer service representatives that is why I am so adamant that Frontier not only adequately train their staff but honor what their staff say to the customer - after all they represent the company
My wife tonight asked me about a flight to Oklahoma to visit family this month and incidentally it was on Frontier - I told her to book the next best "non-Frontier" flight as I do not like how I was treated and will not return until I feel I've been heard and that they respect their customer not some token gesture to get me off their backDon't get me wrong - the flight staff was superb and I enjoyed the service and the flight and as such I always compliment good service I just expect the same in return if the service is bad
Final Business Response /* *** ** *** */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
I apologize, in the previous response I did not understand that *** had a separate outbound flight as well that had been marked used to "no show" I have reviewed his reservation *** and do not see any documentation that anyone had contacted us as there is in reservation *** in which you were both travelingI have issued a new voucher for him in the amount of *** This is the *** for the return fight and the fare of the outbound flight of *** As a customer service gesture I waived the change fee and 3rd party fee for the outbound reservation, the seat fee has been refunded to the card ending in ***
The fare purchased is a non refundable fareWhen booking with *** the fare rules show on the *** your trip" page on the right in the *** *** highlighted Important Flight InformationWe regret any misunderstanding with his credit availableYou can also view our travel policies at http://content.flyfrontier.com/travel-information/travel-policies?_ga=1.XXXXXXXX...⇄ /> The new voucher number is XXXXXXXXXXXXXXXXX with an expiration date of *** ***
Thank you for you kind words regarding the flight crew and the service you received from them
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Sincerely,
***
Customer Relations Specialist
*** Airlines
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please advise on how to obtain the voucher (valid number, link, etc.)I appreciate your time and sincerity in resolving thisI recognize Frontier is a large organization and it takes time to work through situations and look forward to moving past this issueThanks again for the time and resolution

H
Complaint: ***
I am rejecting this response because: It was not my fault that I missed this flight and having to buy another ticket from Fronttier without buying it in advance, would have even if cost more therefore it's their responsibility to pay the ticket from Denver to Seattle They did not give us any options except get home yourself we don't offer anything else and that is not satisfactoryAnd I have a strong feeling that the flight that flew from Denver to Seattle was full therefore they collected more money because I was not on that flight Their response is it was my fault I missed the flight which is very upsetting to meThere was one girl in line behind us who said she didn't have anymore money to buy another flight, too bad They did not offer us any vouchers, night accommodations which would have cost them more money so they still owe us $for the difference It Was a horrible inconvenience and I don't feel they lost any money even if they do pay us the remainder
Sincerely,
Disgruntled customer

Initial Business Response /* (1000, 6, 2015/10/21) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our condolences to your familyFrontier Airlines recommends customers arrive at
least two hours or more prior to departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departureOur records indicate your family attempted to check in at the kiosk at 3:pm for a 3:pm departure
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our minute cut off time
You tickets are economy tickets, Economy tickets will retain its value for days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $Please visit our web site at : http://content.flyfrontier.com/travel-information/travel-policies
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines

03/06/02:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns! Our Resolution I'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent.Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. We Care About You!As a customer service gesture, I have extended your voucher expiration to a yearYour $voucher (#***) now expires on Mar3, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concernsHave a wonderful day, ***!Kindly,
*** Customer Relations SpecialistFrontier Airlines

Response Email 04/02/08:AM Hello Nicole, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsLike I stated in my previous email, we have a strict minute cut-off policy where our computers shut down and our employees are no longer able to check passengers inThis is why we suggest that you arrive at the airport two hours prior to departure timeBecause you missed your flight, your reservation is not eligible for a refundI can issue you a credit for future Frontier travel Please let me know if this is something your interested in! Best, Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We regret to hear you experienced difficulties while working with the courtsWe
understand how frustrating this must have been and apologize for any inconvenience you encountered
From our web site: http://content.flyfrontier.com/travel-information/travel-policies
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchaseYou can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.If it has been more than hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX
Both reservations flights were within days of booking
Our records indicate you purchased economy tickets which are non refundable tickets both timesAs a customer service gesture we have requested a full refund on your first reservation ***
Again as a customer service gesture we have waived your change fee for your second ticket *** and you have full value to use your ticket
We are unable to honor your request in refunding both tickets
We look forward to the opportunity to serve you again aboard Frontier Airlines
Regards,
***
Customer Relations
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/11) */
***,
We are in receipt of your correspondence with the Revdex.comWe appreciate the opportunity to address your concerns
Please accept our sincere apologies for any unsatisfactory service that you may have experienced during
cheat our O'Hare station on August We understand your concern and appreciate receiving your comments
Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers ** be checked in with boarding pass ** hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers *** fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departurePlease understand no agent has the ability to override our cut off system
This has been viewed and resolvedAccording to our records, chewas attempted (we have a auto time stamp) at our kiosk at 6:AM for a 7:AM scheduled departureWith this information we can only conclude that chewas not completed within the minute required chetime frameWhile I understand you have stated you were there before the minute requirement the time stamp does not reflect this
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our minute cut off time
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

Tell us why here...Hello. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry to hear that you and your family were unable to travel with us as expected on December 24th. Departure TimelineIt's important for
our passengers to know that Frontier's timeline for departure is consistent with the industry standard - all passengers and their baggage must be checked in at least minutes before their flight's scheduled departure timeWe strive to inform our customers of this rule by making the information available both on our website and on the Terms and Conditions listed in the confirmation email that each passenger receives upon completion of bookingI'm sorry that this information caught you by surprise. Whether our customers plan to check in online or in person, we always recommend that they arrive at the airport ** at least two hours before ** their scheduled flightThis allows for extra "wiggle room" to ensure that everyone and everything is checked in in time. Please also know that, as stated in our Contract of Carriage:"Tickets and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least minutes prior to scheduled departure." Customer CareI can confidently assure you that the reason you and your family were unable to travel with us were due solely to the above-stated protocolsIt's never our intention to be insensitive when our passengers' travel plans get disrupted. My research shows that a full refund of the purchase price was issued back to the credit card on file for the reservationPlease know that, per policy, failure to appear in time for check in or boarding is considered a forfeiture of the value of the passenger's ticketThe refund was a one-time goodwill gesture by our Reservations team. I am truly sorry to hear about the additional expenses you incurred as a result of this situationUnfortunately, unable to provide compensation for external expenses and I am respectfully declining your request for further reimbursement. Come Back SoonWhile I realize this is not the resolution you sought, I still hope you will consider flying with us in the futureWe look forward to better meeting expectations on your next Frontier flight! Sincerely, Customer RelationsFrontier Airlines

Response Email 09/01/10:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting me know about your missed flight on August 1st, when traveling from *** to
***I'm really sorry to hear there was difficulties at the TSA lines.Our ApologiesI'm sorry to hear how things turned out when you arrived to our gate after the doors had closedFrontier closes the door minutes before departure, at which point we are unable to board any additional passengersIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Airport TimesI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departure, with doors closing minutes priorIt really is a good idea to get to the airport at least hours in advance of your flight, for those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee What I Can Do We are unable to offer you a refund for the flight to ***, considering that you flewAs a customer service gesture, I have provided you with a refund for the $XX change fees applied to the reservationYour refund, in the amount of $XXX, was processed to your card ending in XXXXPlease allow 7-days to appear on your account, depending on your bank.We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Regards, *** *** ***
*** ***

09/16/09:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Flight Delay I understand you're flying with us because you have to be somewhere on a certain day and timeI know
delays are frustrating and my records show that your flight was delayed minutesPlease accept my apology for the inconvenience you experiencedIt's never our intent to disappoint our passengersWe always advise passengers to arrive to chehours before the original flight and stay near the gate, to make sure every passenger gets to their correct flight on timeI cannot offer you any compensation for the missed flight you experienced Rude Agent I'm sorry to hear that your experience with our front desk agents was not a pleasant oneI can only assure you this is not the type of service we strive to provideI'm sorry that happened to youWe never like to hear that a group of passengers were left unattended and without answersFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Phone Experience I understand how it feels to be waiting on the phone for extended periods of timeI'm sorry you were on hold and transferred multiple times to still not find a resolution to your concernIt is also troubling to hear about the customer service experience you had while on the phone with our agentsThis is below the standards we strive to maintain at Frontier We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, please accept these two $voucher (*** - ***) to use towards future travelThe vouchers must be redeemed by [Dec-13-2016], but you do not have to travel within this time frame*** *** *** *** *** *** Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards, ***Frontier Airlines

12/15/12:PM Ms***, Your concerns were escalated to leadership for reviewWe have received your multiple emails, your second rebuttal submitted to the Revdex.com, as well as your telephone call on 12-14- The flight was missed and Frontier doesn't normally provide any compensation in that case, however, you have been treated with gracious exception We refunded your fares and waived the fees, which is an exception rarely madeIn addition to the refund, when you called into our Customer Relations office on 12-14-our agent issued you the highest level of vouchers that we provide ($each) for any situationOn top of that, she also extended our standard day expiration, out to one yearThis is the maximum compensation you will be provided Your situation does not qualify for compensation per Frontier Policy, however we went far above any beyond to attempt to resolve your concernsI am honestly sorry that we could not resolve this to your likingWe have done all that we can Please be advised this represents our final resolution for this concern With respect, *** Frontier Airlines Leadership

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/25) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I understand your frustration with the carsituation, and I want you to know we
are working on finding solutions to this problemWe have bag sizers at our airports and you bag must fit all the way in including handles, wheels, and straps
Not all passengers follow our policies and some attempt to carry on far more than they shouldWe are, however, aware of the problems associated with those passengers who bring on too many bags and are working closely with airport personnel and flight crews to ensure that carpolicies are strictly enforced
Our records indicate you purchased Economy tickets which do not include free carry on bagsHere is a link from our web site advising of bag fees:
http://content.flyfrontier.com/travel-information/baggage
Agents make every attempt to remain consistent with boarding and while it may have seemed like other passengers were able to avoid fees by gate checking bags that exceeded our limits, I can assure you this is not the normHowever, we appreciate your observations and will address this with our Phoenix airport manager
You are important to our future, so we appreciate this opportunity to address your concernsWe hope to have the opportunity to restore your faith in our service on a future flight
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I met the carry on measurement for under the seatI checked the two bags that did not at ticketingIt is fraud to post one measurement and have a different measurement at the gate to charge an outrageous $fee for my bag which was smaller than all the under seat luggage in my entire row
You owe me a refund
As I mentioned I have two million miles flyingI cannot lift, so I have to have a small roll on for medical needs and medication and specifically bought the size based on your online under the seat measurementsMine was smaller than that
Final Consumer Response /* (4200, 12, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was very clear in my understanding of their fees and size requirements for all types of luggageTheir size limitations for the smallest under the seat luggage I metThey said my size was too large, but according to their online post of the under the seat size I was smaller than that and they charged me $
They do not care about customers or advertising
Final Business Response /* (4000, 14, 2015/11/02) */
Dear Ms ***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
As I mentioned in my earlier email, I'm not at the airport so we can't see how the bag fit
When there is questions about a bag not fitting, it needs to be resolved at the airport with an agent or supervisor where they are right there and can see the bag
Our agents will only charge if the bag does not meet the bag requirements
Regards,
***
Customer Relations Specialist
Frontier Airlines

12/22/02:PM Dear Ms***, Thank you for contacting Frontier Airlines Central Baggage ServiceWe have received your correspondence as submitted to the Department of Transportation and to the Revdex.comI appreciate the opportunity to respondWe are sorry to hear
of the delay of your luggage along with the weather, flight, and customer service issues you had when you traveled with FrontierOur records indicate your luggage has been restored to you at this timeIf you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to: [email protected] On the subject line of the e-mail, please put the word INTERIM, your name and incident/claim number, ***In the body of the e-mail please provide your full name, contact phone number and address you would like any settlement mailed toThe Central Baggage Service Office has requested your two $baggage fees to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processingYour concerns have been made available for review by our managementManagers are asked to review all feedback and use it to implement product and service enhancementsFrontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstancesSincerely, *** Frontier Airlines Central Baggage Specialist

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address you concerns
We recommend passengers *** hours before scheduled departure, as *** has a
strict minute checut offOnce a flight is closed, our agents are unable to reopen the flight to print passes ** check in baggageIf a flight is missed, passengers *** offered the next available *** flight with open seatsA fee is then collected based on ticket type, which is non-refundableOnce the flight is closed agents will go to the gate to assist with the flight departureInformation regarding the time you must have your bags dropped and boarding pass ** hand is provided with online check in
The *** fare purchased is a non refundable fareYou do have one year from the *** *** date of issue to rebook and at that time would be charged the change fee and fare differenceI have requested a refund of the bag fees paidRespectfully a refund of all expenses would not be provided
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Kindly,
***
Customer Relations Specialist
*** Airlines

Response Email 10/10/05:PM We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Hello ***, Thank you for getting in touch with Frontier Airlines in regards to the schedule change that
occurred on your recent trip to *** I apologize for the time you lost on your trip and any inconvenience that was a repercussion of this change Resolution I see that you've recently got in touch with another agent in regards to using the voucher that was issuedI'm glad to hear that they were able to help with applying the voucher to your fees on your upcoming flight in OctoberI understand the voucher does not make up for the time lost, but I hope our resolution in this matter reflects our appreciation of you as a customer Come Back Soon We at Frontier wish you a speedy recovery with your upcoming surgery and hope you had an enjoyable travel experience on your flight to *** Regards, *** *** ***
*** ***

Complaint: ***
I am rejecting this response because:there was a further email to Frontier on this . It seems that you are not providing much options for meSince not much options are available, and even though I am not happy with this, lets do the followingExtend the validity of voucher to an yearSplit all the vouchers to dollars of vouchers
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear ***,
Thank you for contacting *** Airlines
I am sorry to hear that you are unable to travel as originally planned
Your refund request has been approvedWe have refunded the amount of *** in ancillary fees that were
paid as well as the ticket price of ***
Please allow business days for processing, and 1-billing cycles for the funds to appear on your statement
You are a valued customer of *** Airlines and we appreciate your supportWe hope to welcome you onboard a future *** Airlines flight
Sincerely,
***
*** Specialist
*** Airlines

11/01/08:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to be insensitive to our
customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent Regretfully, because the minute cutoff was missed for your flight, we are unable to honor your request for a refundYour online check in failure prior to arrival to the airport was not due to system error, but rather due to an unpaid balance on your flight reservation of $which was processed and declined twice on the card ending in ***I apologize for the inconveniences you have incurred from this situation.To assure all passengers are treated with equality, refunds and compensation are issued based on the specific surrounding circumstancesAlthough we realize this is not the answer you were hoping for, we hope you understand that we are unable to process a refund.Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.Kindly,*** Customer Relations SpecialistFrontier Airlines