Frontier Airlines, Inc.

Response Email 09/28/04:PM Hello ***, Thank you for contacting the Revdex.com regarding Frontier Airlines and your upcoming reservation from *** to *** on November 10thI apologize for the inconvenience of the Schedule change SchedulesI understand you're
flying with us because you have somewhere to be at a certain timeThat's a reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industryOptions What I can do for you is give you two options, as I understand how frustrating this situation is for you ***Option one would be a cancellation of this reservation, and a full refund processed for the reservationThis would remove you from the flight, and start all over againOption two would be a voucher for your troubles in the amount of $100, this voucher could be applied to a future Frontier Airlines flight Come Back Soon I hope these options give you some ideas of a resolution that suits your desire, and I apologize again for this situationI assure you that your next experience with us will be a positive one! Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/09/10) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
If lines happen to be long in Denver, passengers are pulled out to be checked in if a
flight is getting close to cut offThere is no records from the airport advising of long lines or missing cut offWe are unable to grant your requestWe regret that you feel that this was not enough, and are sorry for any frustration this may have caused
We 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 occur
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Kind regards,
***
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are tons of notes under my flight confirmation numbers showing all of the phone calls I made and getting my initial flight refunded to book a new flightTo say there is no record of there being long lines or missed flights is ridiculousI witnessed several people missing their flights, however, they were lucky enough to be put on another flight that same dayI was told all flights were bookedI was absolutely there hours prior to my departure timeThere was no one around to pull people out of linesOnly airport staffThey were telling people there was nothing they could do and that they did not work for Frontier AirlinesThe counter was so short staffed, there was no one to help the people in the lineNo one was making announcements or making anyone aware that they would help the people that were about to miss their flightsI have a few friends who are pilotsOne for *** *** and one for *** Both have said that Frontier Airlines is the worst airline to fly and that their customer service is the worstThat is not hard to see when all of the complaints on Revdex.com are similar to mine as well as on *** and any other service forumRegardless of there being no record of long lines and missed flights, to say there is nothing you can or will do for me is horrible and a slap in the faceThe fact that no one offered to try to get me into a different airport or try to trouble shoot my situation proves that there is a complete lack of any kind of customer serviceFor there to be no customer service rep to speak with in the United States that actually has the power to take care of anything is terribleIt is all overseas and no one can help with anythingWhat is the point of even having them if they can't do anything to service their customersIt is laughable that in your response you state "while we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again." Is that a joke? I would NEVER fly this airline EVER AGAIN!!! You didn't even mention the loss of MONEY, $to be exactI should be asking for more as I had to shorten my trip and pay penalties for a day of cancellation of my hotel roomHowever, I am just asking for the amount that is the difference from my original flight to my new flight on YOUR airlinesI can understand if I took a different airline the next day and was asking for compensationI purposely tried to rebook Frontier so it would be easy for you to help with the compensation with my new flight since it was your fault I missed my original flightThere has to be some responsibility taken hereI have never dealt with a business that just throws their hands up and walks away from their customerWhat happened to the customer is always right? Saying that there is no record of long lines or missed flights feels like you are calling me a liarThat is not rightIf I am not reimbursed AT LEAST my $500, I will be forced to take this issue to the news stations in DenverI don't want other customers to have to deal with Frontier Airlines the way I haveI will be sure to let as many people as possible, know to never fly Frontier AirlinesI have had several people on *** and in conversation comment after my ordeal how they have experienced the same and will never fly Frontier again eitherIs that the kind of business you want to run?
Final Consumer Response /* (4200, 28, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If it is going to be one or the other, I want my $reimbursedThere are way too many limitations and restrictions with the vouchersI should be reimbursed the $AND received vouchers for all of the inconveniences I have had to deal withHowever, it sounds like you won't be going out of your way to make a customer happy, so please just reimburse my $to the card that I paid withIf you refuse to do this, I will have no choice, but to take this to media outletsMaybe that will get it through to Frontier that your customer service needs to drastically improve
Final Business Response /* (4000, 30, 2015/12/03) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com
Frontier has gone above and beyond to provide a customer service gesture, we went from providing you a $voucher and three $vouchers for my kids
TO:
Providing you and *** each a $voucher
There is no one or the otherWe will not be reimbursing the $
Regards,
***
Customer Relations
Frontier Airlines

Hello ***, Thank you for letting me know about your experience on January 15, 2018, when traveling from Denver to OrlandoI'm really sorry to hear your flight experienced a delay.We have received your correspondence as submitted to the Revdex.com and appreciate the
opportunity to respond. Safety Is Our PriorityI am very sorry that your flight was delayedAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travelsI understand your frustration as I could relateI also apologize for the miscommunication that took place when you spoke to our reservations departmentDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengers. I understand your frustration with the flight delay you experiencedBecause you flew your flight to Orlando, your reservation doesn't qualify for a refundOnce a passenger has flown to the destination, we are unable to issue a refundI apologize for any inconveniences this might have caused We Want to Win You Back!Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $and $each to use towards future Frontier travel. xxxxxxxx xxxxxxxxx: $(xxxxxxxxxxxxxxxxx), $(xxxxxxxxxxxxxxxxx) xxxxxxxxx xxxxxxxx: $(xxxxxxxxxxxxxxxxx), $(xxxxxxxxxxxxxxxxx) I would be more then happy to extend these vouchers as a one time customer service gestureYour $voucher expires July 23, 2018, and your $voucher expires July 23, 2018, you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details. We Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one. Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/11) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I'm sorry for any confusion of the reservations agent when you were advised you would
have a credit
Our web site advises the following: Please note that any fees paid for a seating upgrade are non-refundable and non-transferable
Here is the link from our web site: http://content.flyfrontier.com/travel-information/seating-option
You paid $for a bag fee not a seat feeOur records indicate you were refunded $on August to credit card ending in ***
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Kind regards,
***
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You never credited $I have checked my banking statementI can send you where it shows you did not credit meI look at your company in a real negative wayI would rather pay extra money to travel with other airline carrierYou have lied to me several timesYour company deceives peopleLet me knw how I can send you the snap shots of my banking statement to prove to you that you never credit meBetter yet why don't you show me a copy of my creditYoy should have a receipt if you credited meI AM NOT HAPPY!!!!
Final Business Response /* (4000, 10, 2015/09/19) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
On August you were charged $for a bag and $for a seat a total of $in which you did on line
On August you were charged $for a bag, again you did this on line
You called into our reservations department and requested a refund for your $seat due to a friend advised you to do soOur agent advised he gave you a credit in which you didn't understand the difference between a credit and a refundSeat fees and bag fees are non refundable
I provided incorrect information advising there was a refund of $set up which was my error, it was the $bag fee that was charged on August
Due to my error, I have requested your $seat be refunded back to your credit card ending in ***
We look forward to the opportunity to serve you again aboard Frontier Airlines
Regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 12, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

09/16/07:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe sincerely apologize for the delay in reimbursing you for your interim expenses. We can address your issue in one of two
ways 1. I can email the station to request your receipts for reimbursement, which may take a few days to receive the receipts or, 2. If you could kindly resend your receipts to me, I can process your interim reimbursement immediately I look forward to your response and resolving this issue immediately. Again, we apologize for the delay Respectfully, ***

Response Email 10/07/12:AM Hi ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting Frontier about the recent unauthorized charges on your account Where To Go
From HereSince we cannot determine this purchase is fraudulent, you will have to contact your credit card companyI noticed you sent another message to Frontier about this situation and you mentioned you were going to report this to themIt will be up to your credit card company to determine whether or not this is fraud We Value You We hope that this situation gets solved for you in a timely mannerPlease let me know if your credit card company needs any additional information from us Kindly,Customer Relations SpecialistFrontier Airlines

12/16/05:PM Hello ***, I have received your response from the Revdex.com and I appreciate the opportunity to further address your concerns Our Apologies We whole heartedly apologize for the inconveniences caused by the four hour delayAlthough matters regarding the delay could have been handled better, please know that safety of our passengers is our top priority 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 with our policyAlthough I can understand your frustrations, a refund is not authorized by our policy in this matter.I have addressed your case with my supervisor and we concluded that compensation for the delay is a $voucher and compensation for the customer service you received is a $voucherTherefore, I have replaced your two $vouchers with one $voucher (#***)This voucher must be redeemed by {Mar15, 2017}, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Again, we are dearly sorry for your past experienceBut please know that we take your feedback seriously in order for us to improve our operations in the future. We hope you will use your voucher to give us a chance to get things rightHave a great day, ***, and thank you for sharing your concerns!Kindly,*** Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/08/18) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for the delay of your baggage when you traveled with usIn spite of
our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay and its handling created for you
On June 11th Central Baggage Specialist *** invited you to submit your receipts for qualified interim expense directly to her departmentThey were received on July 8th and immediately forwarded to our Los Angeles Management team for handlingWe have reached out to them for an update on the reimbursement processAs soon as we find out any further information we will let you know
Per *** correspondence, two $bag fees for a total of $in bag fees paid have been refunded and have been credited to the original form of payment
Along with our sincere apologies, we have issued an electronic voucher in the amount of $50.00, which provides a discount on your next Frontier Airlines flightOne of the terms and conditions of our electronic vouchers is that they are not redeemable for cashWe hope that you have a change of heart and are able to take advantage of your voucher prior to its expiration
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXXThis voucher must be redeemed by October 31, 2015, but travel may be booked out as far as Frontier's schedule allows
If Central Baggage can be of further assistance, please don't hesitate to contact us via email or by calling: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
***
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash
It's valid for days from the date of issue and may not be extended
It may not cover the entire value of the purchase
It may be used only once, so there will be no remaining value after redemption
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issuedThe name on the new reservation must match the old reservation exactly
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no intention of ever flying on Frontier Airlines again so the $voucher has no value to me
As stated in my original letter to Frontier Airlines and in my Revdex.com complaint," When I called Baggage Services on Saturday 5/16/15, I was informed by the representative on the phone that Baggage Claim in Los Angeles was closed on the Weekend and my luggage, when found, would not be delivered until Monday morning at the earliestI was informed that I can purchase clothing and toiletries for days and will be reimbursed by Frontier Airlines."
This statement and promise from a representative of Frontier Airlines was both incorrect and a lie
I expect my full reimbursement of the$I spent for clothes under these pretenses
Final Business Response /* (4000, 10, 2015/09/06) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Please submit receipts for consideration:
Frontier Airlines, Inc
Attn: ***
** ** *** XXXXXX
*** *** XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Complaint Response Date bumped because: Holiday

01/04/07:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies First, I just want to say on behalf of Frontier, we are so very sorryWe had hundreds of disrupted flights during and
after Winter Storm ***, including your flight ***We know this was incredibly inconvenient and frustrating Be assured that Flight *** was legitimately cancelled for weather-related reasonsOne of the results of the severe winter storm was that our crews and airplanes were grounded in different locations and it took time to get them where they needed to beThis is an unpredictable situation that no one enjoys, but that all airlines experience periodicallyAnother result was that our call center was temporarily overwhelmed with incoming calls from passengers needing to rebook their flightsI'm sorry for the inconveniences you experienced as a result of this Customer Care It's never out intention to be insensitive to our customers when their travel plans are disruptedUnfortunately, we are simply limited in our capacity to provide additional accommodations to passengers in uncontrollable weather situationsPer our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available flight or a complete refund of the untraveled portion of their trip My research shows that a full refund of the cancelled outbound flight, totalling $189.30, was processed on December 20thBecause the return flight was never cancelled, it remained valid and active on the reservationMy research also shows all the members of your party being listed as "No Show" on the flight's manifest, which is considered a forfeit of the ticket and its valueTherefore, respectfully, I am declining your request for a refund However, it's important for us to keep good relationships with our customersAs a one-time goodwill gesture, it's my pleasure to issue an electronic voucher of the remaining value for future travel with usPlease provide me with the name of the person responsible for paying the reservation and I will process the voucher Please know that each person on the reservation was issued a $electronic travel voucher as a gesture of apology, at the time of the flight's cancellationYou should have received information on how to redeem them in a separate email Come Back Soon Thank you again for providing valuable feedbackI recognize this does not change the time and inconvenience lost, but I hope you will take advantage of your electronic travel vouchers to provide us with the opportunity to regain your confidence in our airlineI'm confident your next experience with us will be a good one! Sincerely, *** Customer Relations Frontier Airlines

Complaint: ***
I am rejecting this response because I do not believe it adequately takes into account the extenuating circumstances created by the hurricane that ravaged *** ***. It is impossible to travel there given the current state of affairs. By failing to refund my money, Frontier is in effect forcing me to travel somewhere else that I do not want to go. A refund to my credit card is the only fair response. I did not cancel the trip because I did not want to go. The trip cancelled itself when *** *** lost power and people had to start drinking contaminated water.Also, just to be clear, I charged the full amount on my credit card. The amount was to cover tickets plus Discount Den. While I want my money back rather than credit, Frontier's offer of credit given should at least have been equally divided between myself and the friend who was to be traveling with me. It was not. After cancellation of the Discount Den, she received a lesser credit than I did. That means she will have to reimburse me for her unwanted credits in a lesser amount that I will have to absorb. The net amount of money that Frontier is refusing to return should be divided equally between us so I don't lose more than she does. I do really appreciate their offer to extend the timeframe in which travel can be scheduled (and I hope they treated us both the same), the bottom line is that the credit solution was inequitably divided and is not a fair resolution in any case
Sincerely,
*** ***

01/11/05:PM Hello ***,We have received your correspondence with the Revdex.com and appreciate the opportunity to address your concern.Once again, please accept my apology for the events that unfolded in *** and *** ***At Frontier, we have zero tolerance for any form of
discrimination and I assure you your experience was not typicalCourtesy boarding for families traveling with small children is a standard practice that we strive to provide for our passengers and I'm sorry that wasn't provided for youYour concerns have been forwarded to our *** and *** *** stations to be followed up on these valuable training opportunities to ensure that your experience is not repeated.Thank you for bringing this incident to my attention.Regards,***Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: I feel that airlines should not delay customer flight and get away with it, A maintenance swap is something that could have been handle prior to the flightis maintenance of a plane not standard? why would they wait to the day of the flight to do this??
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/02) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry that the unsubscribe link didn't process your requestI have forwarded your
information to our Email Administrator to manually unsubscribe your email address
Please let me know if I can be of further assistance
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

02/18/09:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur fares are based on availability and may sell out quickly. Other factors like market, demand, season, and advanced
purchase can also cause our discounted fares to change daily and we regret that you were unable to purchase a flight for the $on your selected dates, but we're sure you will have another opportunity in the futureSincerely, ***Customer Relations SpecialistFrontier Airlines

Response Email 02/27/04:PMHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for letting me know about your flight disruption on January 27, 2018, when flying from Tampa to Trenton
I'm really sorry to hear that your flight was canceled. Safety is Our PriorityAs you can imagine, flight irregularities can be very challengingI also know that you expect to get where you're going safelyI'm sorry you experienced a flight cancellationAccording to my records your flight was canceled due to maintenanceIt's never our intent to disappoint or inconvenience our passengers.ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experiencedPlease send in photos of your receipts from your transportation expenses during this timeOnce we receive this we can review them for reimbursementWhat address would you like this check sent to? Please allow 4-weeks for processing and delivery RefundI must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticketOnce flown tickets are non refundable.Come Back SoonI recognize this does not change the time lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards, Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: I tried calling in for an update and was on hold for over an hourI was supposed to be refunded a month and a half ago and frontier is not cooperatingThey left me with a black suit in the hottest state in America and said they'd refund me for clothes and toiletry itemsI followed all of the actions they required and it seems like they lost the paperworkI don't have my copy since it's been months.
Sincerely,
*** ***

Response Email 08/17/01:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I sent this message on 8/16/17: I apologize that our personal item allowance wasn't communicated
more clearlyAs a customer service gesture I have refunded the carbag feeThe amount $XX has been issued to the *** ending in XXXXPlease allow 4-days for the funds to post to your accountThank you for choosing Frontier Best Wishes, ***
*** *** ***
*** ***

02/20/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsVouchers As a one time customer service gesture, I have removed those vouchers and re-issued you and Jayme new ones that will expire six months from todayYour vouchers expire on August 20th, 2018 but you do not have to fly by then, travel just has to be reserved before the expiration date Thank you again for contacting us about your recent experienceI recognize my response to you does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one.Kindly,***Customer Relations SpecialistFrontier Airlines

Response Email 09/19/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe appreciate your feedback and need to gather additional information in order to assist you further
Please provide me with the six-digit reservation code and if you have a way to prove the prices when you tried to originally book please provide a photo of thatWe assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.Kindly, *** *** ***
*** ***
*** ** *** ***