Frontier Airlines, Inc.

Tell us why here.Hello ***, 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 experience on December 22, 2017, when traveling from Minneapolis to Albuquerque via Denver
I'm very sorry to hear about all the problems that took place during your travels Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced what you didI understand the difficulties when it comes to delays when your taking a family vacationI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers. We're Here to Help!I understand that due to the delay, you were unable to make your connecting flightIt doesn't happen often but when it does, we do everything possible to get our customers on the next available Frontier flight or make other arrangements for themI understand the inconvenience this issue has caused and again I apologize Your Feedback Matters!Frontier has zero tolerance for rude behavior 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 you did not experience the customer service we strive to provide.We Hear YouIt was upsetting to hear the customer service supervisor was being very rudeWe take any claim of this nature very seriouslyWe assure you an investigation into the events and interactions you described will be conducted. Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page. Explanation of Fees• CARBAGS - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead bin. What I Can DoAs a customer service gesture I would like to offer each member in your party a voucher for $to win your confidence with us backEach member of your party may use this voucher towards future Frontier travelYour vouchers expires on March 24, 2018, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details. Xxxx Xxxxxxx:(xxxxxxxxxxxxxxx)Xxxx Xxxxxxx: (xxxxxxxxxxxxxxx)Xxxx Xxxxxxx: (xxxxxxxxxxxxxxx)Xxxx Xxxxxxx: (xxxxxxxxxxxxxxx) I have starting the Queuing process for a refund to be issued to youFlight #will be refunded for you to the card on file ending in #xxxPlease allow 7-days to see that refund in your account. 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 oneI also am very happy that you dealt with a kind customer service agent who was kind to you.Kind regards, Customer Relations SpecialistFrontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.)
I just got an email from themlet's see what are they doing
-------- Forwarded Message --------
Subject: Frontier Airlines
Date: Fri, Nov 13:52:+
From: ***, *** *
To: ***>
Dear Mr***,
We have processed your claimWe have sent the claim to final settlementYou will receive a written resolution with any compensation in to weeks
Thank you,
***
Central Baggage Supervisor
Frontier Airlines
Phone: ***
Phone: ***
Email: ***
Email: ***

Initial Business Response /* (1000, 11, 2015/10/18) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate your purchased your ticket with a third party agency,
Lowestfare.comUnder the fare details it shows the following: All prices in USD, unless otherwise notedAdditional baggage fees and optional service fees may applyThis part is highlighted "baggage fees and optional service fees "Once you click on that it brings passengers right to Frontiers web site to our baggage fee pageOnce you click off that page you are able to add your personal information along with your credit card information
Please accept our sincere apology in which we are unable to grant your requestWe are sorry for any frustration this may have caused
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

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,
*** ***

There was no refund on Feb 19th, I didn't receive the money till today, and it was all your fault for missing my flight from Miami to Brussels, as an airline company you can't treat your customers like that.Sincerely,*** ***

12/12/01:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I have researched the details of your reservation and it appears that the agent assisting you in *** did begin the
refund processI apologize that the process was not completed. Unfortunately I am unable to refund the original form of payment at this time. However, I have requested a check to be issued in the amount of $312.30. The check will be mailed to the address at *** *** *** *. Please allow 4-weeks for the check to be delivered We appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flightsRegards, *** Frontier Airlines Customer Relations

Initial Business Response /* (1000, 11, 2015/10/02) */
Dear Ms***,
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 us recentlyIn
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 created for you
According to our records your bag did arrive the following day and was transferred to the delivery companyWe have requested a refund of your $baggage feePlease allow up days for processing on our side
If you had any qualified interim expenses, please send your original receipts to:
Frontier Airlines
*** *** *** *** *** *
*** ** XXXXX
Before sending, please make copies of your receipts for your records, and include your mailing address so they will know where to send your check, and your baggage claim information
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

02/25/11:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Our Central Baggage Team advised that they would reimburse the purchase of a new booster up to $The check that was issued to you reflected the amount you paid for a new booster seat.When traveling, if you bring more baggage to a flight than was prepaid in your reservation an additional fee will be collected for the additional baggageFlight on December 9th was diverted to Jacksonville for an engine one failureThe decision to divert was made with safety in mindPlease know that above all else, the safety of our passengers and flight crew is our number one priorityGround transportation to Orlando was provided by FrontierWe fulfilled our obligation to provide transportation from Trenton to Orlando, so your tickets are not eligible for a refundNotes in your reservation indicate that this was already explained to you over the phone, but I apologize that I didn't explain this soonerWe regret that the first day of your trip was negatively impacted by our flight, however, Frontier is not liable for any consequential expensesAs you mentioned each passenger in your party was issued a $flight voucher as compensationIt is your choice whether or not you use your flight vouchers, but we certainly would like the opportunity to fly with you again under more favorable circumstancesKind regards,***Customer Relations SpecialistFrontier Airlines

02/12/05:AM ***, As per the email sent on January 20, A check request was submitted on the same dayAgain allow 4-weeks for a check to be processed and mailed to the address we have on fileFurthermore, As requested, I have reinstated your vouchersTo redeem your vouchers, visit www.flyfrontier.com go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher numbers: *** - *** and *** - ***.These vouchers must be redeemed by 7/1/2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.Kindly,GennyFrontier AirlinesCustomer Relations

02/11/01:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAlthough we responded to your concern back on 9/22/15, I took the liberty to look into this matter furtherAccording to
further research, our LGA ticket counter closed at 9:23am on September 18, which was minutes past the cut off time of 9:10am for a 9:55am departureThis information is documented in our system when our agents log out of their computers; therefore we were did not close the ticket counter early, as you have suggestedThere is also no indication in your record that you attempted to check in online or at a kiosk, which also remains open until minutes priorRespectfully, we are unable to refund your ticket and the credit expired on December 10, 2015. As a gesture of goodwill, I have issue you a voucher good for days in the amount of $60.00, which is the value of your ticket $less the $penalty feeTo redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: 18555***001This voucher must be redeemed by 3/11/but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.We're pleased to announce that we now have mobile boarding passes, but you'll need to download the app from Apple or Google Play before you can take advantage of skipping the ticket counter if not checking a bagHowever, please remember to be at the departure gate no later than minutes prior to boarding to avoid missing the minute cut off at the gateWe look forward to welcoming you aboard a future Frontier Airlines flight, under more pleasant circumstances.Sincerely,***Customer ServiceFrontier Airlines

10/05/08:PM Hello ***, Thank you for reaching out to Frontier Airlines Customer Relations with your feedback about the flight disruption you recently experiencedYour feedback is greatly appreciated as it allows us to improve our service Safety is Our Priority I
understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Changes to the schedule can be frustrating, but this is why Frontier informs passengers of the schedule change prior to the flightNevertheless, please accept my apology for the unexpected interruption Our Regrets After further research I see that you are unfortunately ineligible for a refundIt is important for us to keep good relationships with customers like youIn an effort to make things right, I've issued you a voucher good for $*** be sure to book by it's expiration date: Jan, We hope you'll give us another chance to provide you with better service in the future and again my apologies for the schedule change Thank you for contacting us about your experienceWe are growing incredibly fast and it's feedback like this that help us identify areas to review further Kindly, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/08/30) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept our apology for any error in your EarlyReturns account you recently
experienced
Our records indicate back in *** *** added to the account in triplicateUnfortunately, you didn't earn these milesIt's similar to a bank errorIf they accidentally deposit your check times, when they realize what happened they're taking the two additional deposits back
If the feel the mileage is incorrect, this would be an issue with *** not Frontier
I hope this helps to understand what happen to the miles
We value you as a customerWe want to assure you that our commitment to provide our customers with the best possible experience is as strong as it has ever beenYour feedback truly helps us to continue this commitment and be a "whole different animal"
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT FRONTIER'S RESPONSE! The 20,points that have been missing from *** ***' account XXXXXXXXXXX after 4/18/are NOT due to an error from *** *** *** was done by Frontier Early Returns! I am attaching my Barclay statements so you can see there is NO negative points...only 10,bonus points for signing up for the credit card in March and a few positive points over several months for using the credit cardAs I previously explained in FULL detail, my fiance' account was merged with mine because our e-mails were identical at that time AND after a few weeks later the miles got "unmerged"Frontier Early Returns needs to investigate why *** *** account XXXXXXXXXXX no longer exists or has no points...what happened to them??? Perhaps Frontier Early Returns needs to investigate deeper and see what really happened to our points!!!
I am asking the Revdex.com request from Frontier Early Returns an account activity statement from 1/1/thru 9/2/for BOTH *** & *** accounts that are affected...*** ***' account XXXXXXXXXXX and *** *** account XXXXXXXXXXXAgain, this has nothing to do with *** credit card as you can see...it is an issue with Frontier Early Returns!!!
I am asking the Revdex.com to have Frontier reinstate the 20,points into *** ***' account (OR) create a new account or reinstate the 20,points into *** *** account XXXXXXXXXXX...his new e-mail address is ***
Once again...Frontier Early Returns has not contacted me nor provided a contact number for the person who responded to my complaint and my reply came back as "undeliverable"...very poor customer service!!!
Bottom line, I have provided all of my *** statements that I have for 2015...let's see what Frontier Early Returns provides (if anything)Frontier Early Returns...please don't continue to blame someone else for your mistake!!!
I certainly hope that Frontier Early Returns can resolve this matter so I don't need to take legal action
Thank you!
*** ***
Office: XXX-XXX-XXXX
E-Mail: ***
Final Business Response /* (4000, 12, 2015/09/11) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com Rebuttal
This was escalated to our EarlyReturns supervisor and as a customer service gesture she has resolved this by adding miles to your account
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

Initial Business Response /* (1000, 11, 2015/11/02) */
Dear Mr***,
Thank you for sending a copy of your receipt from your US Air ticket you purchased
I have requested a check in the amount of $to be sent to *** *** *** *** *** ** XXXXXPlease allow up to six weeks, we hope
much sooner
The value of your our bound flight from Orlando to Philadelphia was $in which I have requested a refund back to credit card ending in
As a gesture of apology, we have issued an Electronic Travel Certificate in the amount of $which provides a discount on a future Frontier Airlines flightPlease review the terms and conditions belowTo redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking processWhen you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number
Name: *** ***
Expires: ***
Certificate number: XXXXXXXXXXXXXXXXX
Regards,
***
Customer Relations Specialist
Frontier Airline
Electronic Vouchers:
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 /* (2000, 13, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the terms of the settlementThe refund has not arrived, but if and when it does we are satisfied
Thank you for your assistance
*** R ***

Initial Business Response /* (1000, 4, 2015/06/24) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept my apology for any inconvenience you experienced with your
reservationIn reviewing, it appears that our Customer Relations Lead *** has responded to your concerns and requested the receipts be scanned and attached for reimbursement review on June 18,
Thank you for your patience, we look forward to your reply
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not understanding why I am not being reimbursed for the air fare from frontier that totaled $I did make the reservation and payment was approved and deducted from my accountI do not agree with the response of a $
To make this right, I feel with all the stress and time (hours) spent on the phone that you would reimburse me all the moniesFrontier was total $paid and flight was cancelled on your side as explained in a prior email due to a system glichSince the mistake was made by frontier, I would like to think you would reimburse me for the total fare paid, baggage,seat, and taxes, since I had originally had that paid for with my total with frontierWhy should I be responsible to pay those higher and extra charges when this was frontiers mistake
The total paid out for both flights with frontier and American Airlines was $This is what I see a reasonable reimbursement , because American Airlines didn't deduct the difference from frontier airlines
Also I feel that this payment should be paid and delivered within 5-daysHaving to wait 3-weeks is ridiculous
Please feel free to take a closer look at all the fees I paid on the attachments I sent regarding thisAlso please see to it that I get a response soon
Thank you
*** ***
Sent from Yahoo Mail for iPhone
Final Business Response /* (4000, 8, 2015/07/12) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
In reviewing your information it appears you have been in contact again with*** and the reimbursement amount correctedThis was done ***, Check processing does take *** weeks, he is checking with our accounting department for the issue date and will contact you once he has it
Thank you for your patience
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

12/29/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a
flight cancellationI also know that you expect to get where you're going safelyYour flight was cancelled due to weatherIt's never our intent to disappoint or inconvenience our passengers Please send me your receipts for the rental car and we will reimburse you for that. I will also need the mailing address where you would like the reimbursement check sent Again, my apologies for any inconvenience this caused and I hope you will choose to fly with us again under better circumstances Best wishes, *** Customer Relations Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you so much for making an exception in our situation.
Sincerely,
Tracey ***

Hello, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies On behalf of all of us at Frontier, please accept my apologies for the extended wait you experienced at the *** airport for Flight on Monday,
December 19th Safety Is Our Priority We understand that you're flying because you have to be somewhere on a certain day, at a certain timeThat's a reasonable expectation! We understand, too, that extended wait times can be frustrating and disruptive to travel plans, which is why we strive to minimize disruptions whenever possible Let me take a moment to explain, as much as I can, why this happenedThe weekend before your flight, we faced severe weather across the US, especially in ***And although the weather problem was short, it forced several delaysWhile we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and it took time to get them where we needed them The Federal Aviation Administration strictly regulates the number of flight attendants who must be present on each flight before that flight can safely take offUnder regular circumstances, this is not an issueWhen uncontrollable weather situations arise, we plan the best we can but, unfortunately, sometimes disruptions like the one you experienced still occurThis is a situation that all airlines encounter periodically and, try as we might, no airline can guarantee that a flight will depart on scheduleI'm sorry for the inconveniences this caused you Itinerary Changes You mentioned that you were frustrated by our Itinerary Change policyIt is never our intention to cause our passengers additional stress, which is why we strive to inform our customers at every possible opportunity about our Itinerary Change policyPlease know that Frontier's rebooking policy and fees are consistent with the industry standardI'm sorry to hear that you were caught off-guard by it and for the inconvenience that you experienced because of it. Customer Care Despite the unexpected wait time, I'm glad to see that we ultimately got you to your final destination! Please know that we do not provide refunds for completed travel That being said, it's important for us to keep good relationships with customers like you and I hope you'll reconsider your decision to fly with usIn an effort to make things right, please accept this $electronic voucher toward future travel with us The voucher must be redeemed by, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows (see instructions below) We Can Do Better! I hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airlineThank you for your service! We look forward to serving you better on your next Frontier flight! Sincerely, *** Customer Relations Frontier Airlines *** Just follow these simple steps to redeem your vouchers: 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." Important information about your voucher: It’s not redeemable for cashTravel must be booked before or by the redemption dateNote: There are no restrictions on travel dateIt’s good for use one time, meaning there will be no remaining value after redemptionIt may not cover the entire value of the purchaseAny remaining balance due must be paid by the customerIt’s not transferable and may only be redeemed in the name of the passenger to whom it was issuedThe name on the new reservation must match the old reservation exactlyIt may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

Hello ***, Thank you for letting me know about your experience on FrontierWe are growing incredibly fast and it's feedback like this that helps us identify where we can improve as an airline Our Apologies I understand you're flying with us because you have somewhere to beThat's
a reasonable expectation! I'm sorry for the unexpected cancellation in Las Vegas, I can only assure you these are not the standards we strive to maintain Inclement weather across the country created longer wait times, unexpected delays, and unforeseen cancellationsI see that you were waiting for a couple hours in Vegas before the cancellation and although it is out of our control, we strive to try and get our passengers to their destinationsIt looks like we were unable to do that for youI'm sorry that that happened Refund I see that you have been refunded for the leg of the trip you did not take in the amount of $to the card ending in ***Respectfully, I cannot issue a refund for the rest of the fare because travel was completed from Cincinnati to Las Vegas What I Can Do It is important that we maintain good relationships with customers like you so please accept this $200 voucher for you and each member of your party as a gesture of apology for the flight irregularity you all experiencedVouchers must be redeemed by MARCH 28, but travel can be completed as far out as our schedule allows Come Back Soon! Again ***, I apologize for your past experienceI know that your inconveniences cannot be undone but I highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement! Kindly, *** Customer Relations Specialist Frontier Airlines

04/11/01:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondIn checking with our Security team, Frontier has not flagged you as a security risk. When passengers have been selected it is a random
selectionRegarding your Early Returns account, the password I see on file is *** and your account number is ***Please don't hesitate to call our Early Returns department at ###-###-#### to assist with your logon concernsI sincerely apologize for the long delays you have encountered when calling our Reservation Center and any rude customer serviceYour comments help us to identify areas needing to be addressed and we are grateful for your feedbackYour loyal patronage is appreciatedand we hope to have the opportunity to restore you confidence in our services. Sincerely, *** Customer Relations Specialist Frontier Airlines

09/26/03:PM Dear *** ***,Thank you for contacting Frontier Airlines Central Baggage Service.Again we are sorry to hear of your luggage issues when you traveled on Frontier. We have received your letter and have adjusted and settled your interim claim.Please allow 2-weeks for processing and mailing. The check will be mailed to you at the *** *** address given us in your e-mail from September 16thAlso as a customer service gesture, we are providing you with a $electronic travel certificate.To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: ***, issued to *** ***This voucher must be redeemed by March 26th 2017, but travel may be booked out as far as Frontier's schedule allows