Frontier Airlines, Inc.

Initial Business Response /* (1000, 6, 2015/09/01) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I have requested that a member of our Central Baggage Service assist you directly
They will be in contact with you this week
We appreciate your patience
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 10, 2015/09/11) */
I agreed to their proposal but not impressed with their offer for restitution for this matterDidn't think their offer was good enough

02/27/05:PM Dear ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.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 consistentI have stated our reasoning for denying your request in our previous correspondenceAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with more than the typical amount of compensation based on your situation. Thank you for sharing your concernsKindly,***Customer RelationsFrontier Airlines

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

Complaint: ***
I am rejecting this response because:I have yet to receive the reimbursement check from Frontier AirlinesI do not care about the $vouchers - that $isn't worth my stress of flying with youI will never fly Frontier Airlines againI've learned my lesson, but you have notI was NEVER contacted by Frontier Airlines at any point during this processThe only reason I'm able to speak with FA is because of the Revdex.comI want every person who flies Frontier to know that your customer service is the worst I've ever experienced and you do not remain true to your wordI was told repeatedly that I would receive a phone call within hours to let me know where my luggage wasI'm thankful that I now have my luggage, however, that does not negate the fact that I was without all my personal belongings for days - with no contact from the airlineI do not wish to receive another form letter response from Frontier. ALSO - Revdex.com, if you visit their *** page, you will see multiple issues concerning the exact same issues that I've hadI've filed a complaint with the DOT as wellI'm trying to get everyone who is currently experiencing the same issue to file as wellHopefully all consumers will be made aware of your issuesFrontier Airlines needs to be held accountable.
Sincerely,
*** ***

Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We apologize for any misunderstanding during your conversation with our reservations agentDue to the nonrefundable nature of your ticket we are not able to refund your cancelled ticket
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand your parents were involved with a canceled flight and I would like to apologize that you were unable to reach our Reservations Team, nor were
you or your parents able to get assistance at the airport or onlineThat is not any more acceptable to us than it is to you, and I can only assure you these are not the standards we strive for My ApologiesI am so very sorry to hear that your parents will not be traveling to see you for Christmas, as a result of the cancelled flightA recent winter storm dramatically upset standard ground operations and while airports were working to restore operations, many flights across the industry experienced long delays and cancellations as a result of the heavy snow in DenverNevertheless, I understand this is irreplaceable time lost with your folks and I regret that very muchAlthough this doesn't change your disappointment, I reviewed your record (***) and found your refund of $was approved and will go back onto credit card ending *** HandlingAlthough weather is out of our control, it is certainly a reasonable expectation to be kept informedI'm sorry to hear that you and your parents weren't provided with the most up to date information regarding the flightIt sounds like we could have been more proactive in keeping passengers updatedI'm disappointed we couldn't offer any acceptable rebooking options CompensationIn addition to the refund, I found that your parents were each issued a $voucher, to use towards future travelI know you are hesitant to book with us again, but I encourage you to give us the chance to prove we can do betterEach voucher would need to be redeemed before March 20, 2017, but travel may be booked out as far as our schedule allows Come Back Soon I recognize this does not change the time and inconvenience lost, but I hope you will choose to book with us againI'm confident your next experience with us will be a good one!Regards, ***Customer Relations SpecialistFrontier Airlines

02/02/11:PM Dear *** ***,I'm writing you to follow up on your lost/delayed bag claimHowever, I am unable to find a claim for you in our systemIf you are still missing your luggage and need to file a claim, please contact any of my colleagues at
***.Sincerely,
***
*** ***
*** *** ***

Response Email 04/04/06:PM Hello Tracy, Thank you for contacting Frontier Airlines regarding your son's flight from Cincinnati to Denver on the 18th of April Refund I understand that this is a frustrating situation, and especially in the instance where
their friend and co worker is in a dire situationWe are honoring a refund as a one time customer service gesture for the concernsThe amount of $has been refunded back to your card ending in XXXXPlease allow five to seven business days for this transaction to post Come Back SoonI apologize again for your past experience, and I 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,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/12) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
On behalf of Frontier Airlines, please accept our sincere apologies for the delay of
your August 25th flight from Minneapolis to Denver and the stressful day that followedI understand your frustration when the Denver agents were unable to assist you on a flight to Cancun on August or hotel stayI'm sorry for the inconvenience this caused you when we had to put you on a flight from Denver to Cancun the following morningWe understand you lost a day in Cancun so as a customer service gesture we changed your return flight from August to August at no additional fee, even though your outbound flight was delayed due to weather
Our records indicate flight was under a Ground Delay Program that was issued for DEN due to weather/low visibilityWe do not compensate passengers during weather-related delays, as weather is something that we are unable to control
As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must review the entire system and operation before making any decisionsPlease know, the safety of our passengers and crew is our top priority
We apologize for the inconvenience you experienced while you were traveling with us, and We look forward to the opportunity to serve you again aboard Frontier Airlines
Regards,
***
Customer Relations Specialist
Frontier Airlines
Final Business Response /* (4000, 12, 2015/10/08) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com
As I mentioned in my previous email, this was a weather delay which is uncontrollable and we are unable to reimburse for what was spent in Denver
Here is a link from our web site advising on compensation: https://content.flyfrontier.com/customer-service/customer-protections
#
Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.)We truly regret that uncontrollable situations may interrupt your travelGiven their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next Frontier flightAlternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket
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

Response Email 08/16/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Refund I took a look at your reservation and a refund of $XX was processed and approved on August 1st, back to the *** ending in XXXXWe no longer are holding those funds and depending on who you bank with it could take longer to receive those fundsYou would need tot contact your bank on it's status Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

09/29/01:PM ***, We have received your original email 9-15-16, your original Revdex.com complaint 9-23-16, as well as this Revdex.com rebuttal I'm very sorry that we have not been able to reach a satisfactory resolution ***Please understand that the responses sent to you on 9/21/and 9/27/represent the final resolution for this concernHere is a copy of that correspondence: 09/21/06:PM Hello ***, Thank you so much for contacting us Things You Should Know From what I understand from the notes taken during your phone call, you would like a refund on your upcoming flight because your wife is pregnantAs stated on the phone, we cannot provide a full refund for thisWe did provide a credit of $which is the full cost of the flight minus the $cancellation fee Please let me know if I missed anythingWe hope to welcome you aboard soon! Kindly, *** Customer Relations Specialist Frontier Airlines 09/27/06:PM Hello ***, I have received your correspondence from the Revdex.comI understand how this can be a frustrating inconvenience and I'm sorry that this is the caseAs stated in my last email, in fairness to other passengers I am unable to waive the cancellation fee for your decision to not flyWe hope to welcome you both aboard soonKindly,***Customer Relations SpecialistFrontier Airlines

08/22/06:PM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I reviewed your reservation and show that on July 29, Frontier sent an email advising you that due to the long lines at TSA we highly recommend passengers to arrive at the airport two hours before their flight departureIt also advises passengers they must be checked in for their flight and baggage checked before minutes prior to their flight departure.My research also shows that you attempted to cheat the kiosk twice at 6:am for your 7:am flight, this is past the minute cut off time, and you were unable to cheat the kioskOur records show that at 7:our agent attempted to check you and TuQuincy in for the flight and were unable to since it was past the minute cutoff timeAs per my email sent on to you on August 17th, I advised you that your ticket was non-refundable and as a customer service gesture I waived the change fee and provided full credit of your ticketsYou must book a flight before November 15, or you will lose the value of your ticket credit and we will not be able to extend the credit again.I understand that this may not be the answer you were hoping for and regret any disappointmentThank you for sharing your concernsKind regards,***Customer Relations SpecialistFrontier Airlines

Complaint: ***I am rejecting this response because:
This is clearly a ploy to get traffic to the Frontier WebsiteThank you for you help Revdex.com.
Sincerely,*** ***

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Frontier has had a recent policy change due to the feedback received from our passengersIf a passenger has not been charged for a bag fee on the
outbound flight, we will not charge a fee on the return flight. I apologize that the agent was not aware of the new policy Your RefundI apologize for the situation surrounding the charge for the bag feeIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in Thank you for contacting me about your experience. It's emails like this that help us identify where we can improve as an airline.Regards,

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Our records indicate that we last corresponded with one of your daughters on February 7thIf she would like to discuss her experience further, we would respectfully advise that she respond to the email from the supervisor that was addressing her concerns previously. I can assure you that we are willing to continue corresponding with your daughters until an amicable resolution is agreed uponWe sincerely hope that your daughters will give us the privilege of accommodating their travel needs again in the future. Sincerely, AndrewCustomer Relations Frontier Airlines

Response Email 03/06/07:PM Hello ***, Thank you for contacting Frontier Airlines and I want to apologize for my delayed response as I was out of the office Customer ServiceFrontier has zero tolerance for discrimination in any form, indeed we strive to
create an atmosphere of mutual respect among employees and our guestsWe have a well deserved reputation of delivering a consistently high level of service to our customersI'm very sorry if this was not your experience.We Hear YouBased on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriouslyWe assure you an investigation into the events and interactions you described will be conducted.While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusionRefund Information I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticketYou were however refunded in the amount of $for the cost of your bag that was charged as a carry on bagThat refund was processed February to your a Mastercard ending in XXXXThank you for bringing this to our immediate attention.Kind regards,Customer Relations SpecialistFrontier Airlines

07/12/02:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other
expenses, we have issued vouchers to each passenger on the flight We're committed to providing our guests a better travel experience and are sorry we did not provide the level of service necessary to fulfill that commitment. Along with our sincere apologies, we have issued an electronic voucher in the amount of $each, which provides a discount on your next Frontier Airlines flight *** *** *** ***
*
*** *** *** *** The voucher must be redeemed by September 30, 2016, but you do not have to travel within this time frame.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again. Kindly,***Frontier AirlinesCustomer Relations

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I first off want to apologize for the delay in our responseI have done further research and I see that there was a schedule change for your return
flight 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 changes We Value Your BusinessIt's important for us to keep good relationships with customers like youAs a gesture of apology for seat changes, I have issued each of you a $voucher, which can be applied to a future Frontier flightI have also refunded your card ending in the $extra you had to payPlease allow 4-business days for the refund to show up Your voucher expires on December 14th, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below *** ***: XXXXXXXXXXXXXXX I recognize this does not change the time lost and inconvenience, 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***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. • It’s not redeemable for cash. • It must be booked within days from date of issue. Note: There are no restrictions on travel date. • It’s one-time use, meaning there will be no remaining value after redemption. • It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer. • It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued. • The 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

Dear Ms***, We have received your 2nd rebuttal as submitted to the Revdex.comFrontier Airlines does not compensate for weather delays or cancellationsA refund was already set up, no additional compensation will be providedRegards, *** Customer Relations Specialist Frontier Airlines

07/07/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.On behalf of Frontier Airlines, please accept my sincere apologies for the flight disruption in Las VegasOur number one priority
is the safety and well being of our passengers and crew and periodically our flights have to be delayed due to this reasonI'm sorry for the inconvenience to you and ***.I have issued a $voucher to each of you as follows: *** *** *** *** *** *** Each voucher must be redeemed within days, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.I recognize this does not change the time and inconvenience lost, but I hope to improve upon your experience next time.Kindly,***Customer Relations SpecialistFrontier Airlines