Frontier Airlines, Inc.

Complaint: ***
I am rejecting this response because:This was not a mechanical failure--this delay was due to the fact that Frontier contracted with a company that did not have enough staff to meet all incoming flights at the gate This was a financial decision made by Frontier--to knowingly inconvenience passengers so they could save a buck We sat on the tarmac for hours! Also, Frontier would not let me sign into my account to use up miles (approx6,000+ miles) Then when I wrote I was treated so abominably and a rep named *** was rude about the fact that my boyfriend had died (a subject I did not want to broach but long story...*** put me on the defensive so I had to explain a few things to her)Overall, Frontier is a disgraceful airline and I am not alone in feeling that way Your airline has gone completely downhill Shame on Frontier--and no, I don't plan to fly with you ever again if I can help it Last--offering someone a $voucher that has to be used within a small timeframe does not make up for making them wait on the tarmac for hours for reasons that are inexcusable!
Sincerely,
*** ***

I am rejecting this response because:The airline continues to evade the issues raised by my previousremarksThey are intent on continuing to use form emailssent over and over again without addressing the issue at handI was at the gate in plenty of time to both check baggage and board the aircraftFrontier's staff violated their own agreement by closing the door early and then denying my party baggage check and subsequent boarding of the aircraftThe employees in question entered information into the computer system and attempted to indicate a fraudulent timeframe
Sincerely,
*** ***

09/21/10:AM Hello ***,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.To assure all passengers are treated with equality, compensation is issued based on our policies set in placeAlthough 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. Your compensation will remain in our system for redemption until it expires on Dec-5-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 concerns.Kindly,*** Customer RelationsFrontier Airlines

Initial Business Response /* (1000, 9, 2015/07/16) */
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 discomfort you experienced on your *** *** flight
from *** to *** *** We appreciate your feedback as it helps us to identify areas that need to be reviewedYour feedback regarding the cabin being dirty will be made available for our *** Appearance team
We are committed to providing our passengers *** a pleasant and enjoyable flight experience and regret that we fell short of this when you traveledWe have high expectations of our employees and are disappointed with the behavior you described of our gate agentWhile the gate agent may not have been able to immediately assist with your request this should always be conveyed in a professional mannerFor training purposes; we have made your comments available to the *** station manager
Smoking is prohibited on all flights and the use of electronic smoking devices is also prohibitedWe will forward your comments regarding the flight crew not speaking quietly with the passenger *** was in the lavatory using their e-cigarette as well the flight attendants commenting on passengers *** to the *** Management team
Respectfully, we would not refund your *** fare due to your disappointment with the previous flightYour reservation *** has been left open for you to rebook one year from the *** *** date of issue with *** to applyThis can be done on the websiteThe terms of the *** fare are agreed to at the time of purchaseThe terms and conditions are provided to 3rd party agenciesInformation regarding making a change can be viewed at http://content.flyfrontier.com/travel-information/travel-policies
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
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** Airlines,
Thank you for your response, however I do not see this as a resolutionYou have failed to provide a call to action and display how you are going to provide customer service recoveryIn doing so, you have failed to live up to your promise and values as a companyYou promise to be affordable, flexible, accommodating, and comfortable - and per my complaint above you have delivered NONE of these
In regards to not refunding the flight, I find this unacceptableWith an experience such as mine, plus the interaction on the phone trying to cancel the flight, you cannot realistically expect me to fly your airline ever againFurthermore, withholding *** of a flight to cancel with over days to resell the tickets is not mitigating losses it is a scamI do not want an open account with the credit; I want the full amount refunded to my credit cardWith a posted net profit of *** million in *** I think you can afford the ***
This is my first complaint with the *** and I'm disappointed that *** has forced me to play this cardI am extremely dissatisfied in the lack of willingness to live your company values and take responsibility for your actionsYour own *** is quoted stating that customer service remains the number one priority for *** however I do not see this in any of our recent exchangesContinuing to quote policy is a poor business model and easy way to escape providing a quality customer service experienceIn the industry of hospitality, policy should only be used when safety is at jeopardy for the guest or employee - and no matter how long you debate it, the airline industry is the hospitality industry
Please refund the full amount and remove the credit from my account and we can consider this matter closed
Final Business Response /* (4000, 13, 2015/08/04) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
After review, we are not able to honor your request for a refundThe Economy fare purchased is non-refundable and it's important we remain consistent with our policies in order to be fair to all our customersI am sorry you were disappointed with the service you experienced and as a customer service gesture a $voucher has been issued to youTo 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: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by October 27, 2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
We look forward to welcoming you aboard a future Frontier Airlines flight
Kindly,
***
Customer Service
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

12/19/07:PM ***,We have received your rebuttal and appreciate the opportunity to further address your concerns.Most times when the kiosk sends a person to the ticket counter they are past the minute check inIf you find the kiosk just is not working you will have to go to the
ticket counterWe recommend passengers arrive at the airport hours before their flight departure to allow for many disruptions.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 occurIf you send your mailing address I will process the reimbursement.***

Initial Business Response /* (1000, 4, 2015/06/22) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We were delighted to hear that after working with our Central Baggage Supervisor ***
you feel that your issues have been resolvedUnfortunately, Frontier is not able to close any consumer complaints with the Revdex.comI believe you can contact them directly, or accept our response from them to close the case
We look forward to serving you again on a future Frontier Airlines flight
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 6, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

12/13/05:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI started an investigation after our phone conversation on December 11, to confirm whether wheelchair services were provided to you in
a timely manner when you arrived in Las Vegas and when you arrived in Cincinnati on December 9, My research found that when you arrived at our Las Vegas curb side service when your statement said that the wheelchair service arrived minutes after our agent calledWhen you arrived in Cincinnati our agent had called for additional wheelchair assistance and after minutes she advised you that another agent will be arriving shortly to assist youIt was documented by this agent that she had passed the wheelchair assistant at gate who was on his way to assist you***, it is Frontier's responsibility to assist passengers with disabilities, in accordance with the US Department of Transportation (DOT) regulation CFR part 328.91, which requires carriers to provide timely assistance for passengers moving within the terminal; this service should be available from the terminal entrance to the ticket counter and through the airport to the gate, as well as gate to gate and from the arrival gate to baggage claim/terminal entranceFrontier did not violate this part of the regulation on December 9, because you were provided timely service in Las Vegas and in CincinnatiIf you wish to report this incident or pursue enforcement action with the Department of Transportation (DOT), it is within your rights to do soThis complaint will be counted in our summary of written complaints that we provide annually to the Department of Transportation (DOT)When a wheelchair is requested, we make the necessary arrangements to have a wheelchair available as soon as possibleSince flight schedules can vary in addition to the numerous unscheduled wheelchair requests we receive, at times there will be a short delay until a wheelchair is availableWe accommodate passenger request on a first come first served basisPlease know that Frontier Airlines is dedicated to providing all our customers with the quality of service they expect and deserveFrontier 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 for delivering a consistently high level of service to our customersI'm very sorry if this was not your experienceBased 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 conductedWhile all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusionAs a gesture of goodwill I issued a $voucher *** which must be redeemed by May 1, Records show that our reservations department issued voucher *** in the amount of $which must be redeemed by March 11, to use towards future travelThese vouchers must be redeemed by the dates listed above, but you do not have to travel within this time frameThank you again for your commentsAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe value you as a customer and look forward to serving you aboard a future Frontier Airlines flight*** Customer Relations Specialist Frontier Airlines

01/05/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond First, I just want to say on behalf of Frontier, we are sorryAt Frontier, we are focused on providing a good experience
to our customers and we know we failed to meet this commitment to you on flight.On December 17, we faced severe weather across the US, especially in ColoradoAlthough the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience Your compensation will remain in our system for redemption until it expires on March 22, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allowsWe will be using a reimbursement in the amount of $in the form of a checkThe check will be mailed to the address providedPlease allow 4-weeks for you to receive the check in the mail. *** ***
*** * *** *** *** **
*** * ** *** Thank you for your patience Kindly,
*** Customer Service Frontier Airlines

02/28/11:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry your family was unable to travel due to the cancellation on their outbound *** flightThe tickets purchased for the return
with Frontier are non refundable and have a $fee to make a change plus any fare difference per personWith the low fare purchased it can be more to make a change than the cost of the fareThe return flight with Frontier would be a voluntary cancelWe have refunded the bag and seat fees paid which will credit back to the card used for purchase with in business daysIt is beneficial to book as a roundtripIf your outbound flight is cancelled you would be able to cancel the return as wellWhen booking directly on our website we do offer "The Works" which for a lower than if purchased separate fee will include a carbag, checked bag, seating (upgraded if available) and is refundableAt FlyFrontier.com we offer you Low Fares Done Right so you only pay for the services you use, allowing you to customize your experience to meet your budget and comfort needs.Kindly,***Customer Relations Specialist Frontier AirlinesFrontier Airlines

05/12/01:PM Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFrontier is disappointed to hear of the inconveniences you have listed in your email. What you have describes is not typical of our
operationsIn recent months Frontier Airlines has prided itself on the high level of customer service and it is disappointing to hear you did not experience this when you traveled with us recently. It is never our intention to inconvenience or disappoint passengerFrontier sincerely regrets that you did not receive the very best customer service from our agent. We expect our agents to provide all of our customers with the highest level of professional, courteous and quality service. To hear that we have fallen short of this is truly disappointingAfter a review of your record I was able to verify that your flight was cancelled as a result previous weather conditions. Frontier regrets that you did not receive as much advance information as you felt adequate, but weather is something we cannot control and the decision to cancel a flight is only done after all options have been considered to try to not have to cancelI was also able to verify that once your flight was cancelled you were provided a full refund of the flight as well as the bag and seats fees you had prepaid for. Frontier asks that you allow business days for these funds to go back to the original form of paymentIn regard to your lost bag issue, one of our Baggage Specialist, *** did respond to your Revdex.com complaint. I have provided a copy of her response belowFrontier values you as a customer and we hope to have the opportunity to welcome you aboard a future Frontier Airlines flights, under more pleasant circumstancesRespectfully, *** Customer Relations Specialist Frontier Airlines *** Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI just left you a voicemail and wanted to follow up via email for clarityWe apologize for the delay of your luggage when you recently traveled with usWe apologize for the inconvenience you experiencedOur records indicate your luggage has been restored to you at this timeIf you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailto the following address for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiriesFrontier Airlines, Inc*** ***
*** *** ***
*** *** ***
Central Baggage has requested a refund of the $baggage fee you paidThe refund will go back to the original form of paymentPlease 7-business days for this processAs a customer service gesture, we are providing $electronic travel certificates for you and *** ***We want to assure you that we appreciate the inconvenience that you have experienced and value the opportunity to earn back your businessAttached are the instructions and information needed for the redemption of the $electronic travel certificates providedThe certificates are name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservationThe certificates do not have any residual value if full value is not usedPlease redeem your electronic travel certificate by going towww.FLYFRONTIER.comor by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificateThe certificate expires at 12:01am (CST) of the expiration date; the reservation must be made by 11:59pm (CST) the day before the expiration date*** *** - $certificate #*** Expires 11/12/*** *** - $certificate #*** Expires 11/12/At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstancesPlease feel free to contact us with any questions or concernsSincerely, *** Frontier Airlines Central Baggage Services ###-###-####

Initial Business Response /* (1000, 8, 2015/10/11) */
Dear Ms***,
We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe appreciate the opportunity to address your concerns
We have a minute cut off and according to our
records, chewas attempted at our kiosk at 2:pm for a 3:pm scheduled departure, that's minutes before departurePassenger who have a 3:departure should have their bags checked and their boarding passes in hand no later than 2:pmWith 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
As a goodwill gesture, I have documented your reservation I6G19J as well as your husband ***'s reservation *** to waive the $change feeYou may use your credit to book another flight
While we recognize this does not change the time and inconvenience lost, we look forward to your next flight
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 16, 2015/11/19) */
The issue with Frontier Airlines has not been resolvedI was contacted by the airlines that we were issued a creditWhen I tried to use the credit when purchasing a ticket I was told that I did not have a credit
I contacted the customer service department about this issue and I am now waiting for a response
Final Business Response /* (4000, 18, 2015/11/30) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com
Our records indicate this was resolved by a reservation supervisor, her email that she sent is below
Hi ***,
Thank you for contacting Frontier Airlines
We apologize for the problems you recently encountered on our website while using your credit
We have reissued voucher number: XXXXXXXXXXXXXXXXX in the amount of $for *** *** which appears to be used under new reservation: *** and XXXXXXXXXXXXXXXXX for *** *** in the amount of $45, which can be applied to his next online booking at www.flyfrontier.com
This voucher must be redeemed by February 10, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Please do not hesitate to call XXX-XXX-XXXX if you need immediate reservation assistanceAn agent will be happy to help you
***
Reservations Supervisor
Frontier Airlines
***
Just follow these simple steps to redeem your voucher:
Visit www.flyfrontier.com and select your flight
On 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

07/21/10:AM Hello ***After speaking with my manager we will reimburse all the clothing with the exception of footwearThe total that will be reimbursed for clothing is $The total being reimbursed for the flight is $I can send the reimbursement check request of
$now, but I will need an address to send the check toI hope this is satisfactoryWe are in no way trying to make you feel like the guilty partyWe are taking steps to ensure something like this never occurs againI look forward to hearing from you soon.Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Mr***,
We have received your correspondence as submitted to the *** *** *** and appreciate the opportunity to address you concerns
Please accept my apology for any inconvenience you and your daughter experienced when
checking her in as an unaccompanied minorThere is the *** fee each direction for unaccompanied minor travelWhen booking directly with us you must agree to the terms before you are allowed to continue bookingYour travel agent should have advised you of the terms and conditions of your ticketThe fare purchased is Economy and non refundableThe ticket has been left open for you to rebook her one year from the June ** date of issueShe does not have to travel by that date just make a new reservation using the creditThe remaining credit is *** which is the *** fare less the *** change fee
Your continued support is important to usWe look forward to serving you on a future *** Airlines flight
Sincerely,
***
*** *** Specialist
*** Airlines

Dear Mr*** Thank you for your responseI do understand your position; however, we do need to adhere to our policy and we’ve already gone over and above our regular policy which does not cover attached parts to any baggage or itemThe nature of air travel and turbulence that the aircraft and baggage goes through can indeed cause parts of strollers to become damagedThat being said, we understand you will be moving to Alaska and may not be able to use the voucherAs another customer service gesture we are happy to transfer the “normally non-transferable” travel voucher into another person’s name if you choose to offer that to a friend or family memberYou will however, need to let us know at ***when that takes place so that we can re-issue in a different nameThank you again for your emailHave a wonderful weekend*** Central Baggage Services Frontier Airlines

03/09/11:AM Dear ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Respectfully, the answer is the same because your request is the sameYour fare was non refundableThe terms and conditions of the ticket purchased were made available when bookingIf you feel the information was not presented when booking you would need to contact the agency booked with.I'm sorry you're not happy with the policyWe remain consistent with our policies to be fair to all passengersThe fare is non refundable, you do have the credit to apply to a new booking.Sincerely,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 11, 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 with our Las Vegas agentWhile this has been
investigated by our management team we are unable to honor your request
We are disappointed to hear you were unable to travel as plannedWhile we understand how frustrating it must have been for you, our policy indicates that all customers must be checked in with boarding pass in hand and have any baggage checked in minutes prior to scheduled departure
You and *** would have had to have your bags checked and your boarding passes in hand no later than 11:PM for the 12:AM flightOur records indicate by the kiosk time stamp you attempted to check in at 12:AM, making this minutes before departure
We are disappointed that you are not 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 our minute check in policy
Regards,
***
Customer Relations Specialist
Frontier Airlines

Complaint: ***
I am rejecting this response because: Check in, with or without baggage fees should be allowed From my perspective If I have purchased a ticket and the ticket is paid for, not allowing me to have access to the flight I purchased should fall out of legitimate and legal regulations I will continue to pursue this as it does not seem legal or within parameters of any reasonable consumer policy
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/01) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
My records indicate you initially filed a complaint in regards to this flight on 10/3/Our
agent *** responded to your complaint on 10/9/There have also been several other correspondence between you and this agent dating back in October of
*** advised you on 10/10/14, that a voucher in the amount of $had been issued as compensation for your flight delay, and monetary compensation would not be issuedYou were advised that voucher number XXXXXXXXXXXXX would be valid in that amount for months and would expire on 3/31/As is the case with all tickets that have been flown, your ticket was not refundable due to it being utilizedTherefore, your refund was denied
Our compensation is based on a time oriented matrix in relation to the ticket type of each passenger, compensation is not negotiableFrontier Airlines does not issue monetary compensation for delays or cancellationsYou may review our Compensation Chart and our Contract of Carriage at www.flyfrontier.comThis information is available for all passengers ** review before purchasing a ticket
I do understand that you are not happy with our resolutionHowever, we must be consistent with our policies to be fair to all of our passengers
Thank you for taking the time to write
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

03/03/10:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Pursuant to your written request, we've cancelled your itinerary and authorized a full refund to your original form of paymentAs we discussed, we will work with our Pricing Department to determine the cause of ***'s errorThank you for calling this issue to our attentionSincerely,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept our sincere apologies for the unsatisfactory service that you
experienced during cheat our Phoenix station on April We understand your concern and appreciate receiving your commentsIt is through customer feedback such as yours, that we are able to continually improve the quality of our service
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 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 thing can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
We advise this on our web site at http://content.flyfrontier.com/manage-travel/online-che
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
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
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier's response merely states their policy, which I was in compliance with, & that only confirms their misconductI was at the airport and checked into the flight well within the timelines stated in their response
Furthermore, their on-site supervisor ("***")at PHX Sky Harbor Airport was the opposite of "consistent when it comes to following the policy and guidelines of your minute cut off time." She showed offensive and racist discrimination in her conduct toward me and in her treatment of your other employees and the overall situationIf anyone at Frontier had done even a cursory review they would have found this to be trueShe even went so far as to bully other Frontier employees and preventing them from trying to assist me pursuant to your policyWe require that action be taken that shows Frontier has addressed the situation so that other African-American customers aren't treated similarlyI would remind you that the airport policy stated that "they do this all the time."
A potential middle ground would require Frontier to actually look into what happened - if they don't take our word for it, they should interview the staff which would very likely lead them to immediately address the situation (unless Frontier condones racist and discriminatory behavior toward customers)They will also need to address our costs related to the lost flight and the replacement flight on another airline
Final Business Response /* (4000, 13, 2015/05/28) */
***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
In regards to your statement "Frontier's Contract of Carriage is ONLY legally binding and/or valid to the extent that there has been a meeting of the minds with respect to performance of the contract on each side" Unfortunately, that statement is inaccurateOur Contract of Carriage is a legally binding agreement that you entered into upon purchasing your ticket
Waiting in line to receive a boarding pass, but, not reaching the counter and actually receiving it before the minute cutoff, means you were not in compliance with our policyAs previously stated, your complaint has been filed and will be forwarded to the appropriate team for review
We apologize that you are not happy with our resolutionHowever, we will continue to be consistent with our policies to be fair to all passengersThere will be no further resolution to your complaint
Thank you for your feedback, it has been logged
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keisha,
Thank you for your attention but your reply is distressing, insufficient and incorrectThe same as any contract under the US legal system, Frontier's Contract of Carriage is subject to the Uniform Commercial Code which governs commercial law and contractsYour statement that the Contract of Carriage is legally binding regardless of whether or not there has been a meeting of the minds and that it is simply valid based on a purchase means that Frontier is either ignorant of the law that actually determines whether or not a contract is valid or you do not believe that your contract is actually subject to the UCCThis is basic US contract law and it is distressing that a representative of Frontier is either giving customers legal conclusions without advice from your legal department or that Frontier believes that your Contract of Carriage is not subject to the UCC!
What makes Frontier's willful ignorance on this matter even more distressing is that you don't mention in your response our key area of disagreement upon which your Contract and policies relyBecause I was at your ticketing gate with more than enough time and because your supervisor and staff at the desk showed discrimination against me in refusing me service - the fact that I didn't have the boarding pass was only because employees of Frontier were the proximate cause for my not having it minutes before the flightYou are continuing to ignore that I was refused service by a belligerently discriminatory supervisor an hour before take-offYour explanation refers back to the fact that I didn't have my boarding pass and avoids the issue that your staff was in violation of your own contract and policies
Your explanation (by necessity) avoids referencing the key facts that actually caused the situationI am very disappointed that despite multiple attempts on my behalf no one at Frontier has looked into the situation with those employees (which would have 100% confirmed my account)Additionally, your explanation does not contest my accounting of the facts and therefore your conclusions could only be reached by ignoring those facts that would actually require you to look into the issue and potentially take action against the racist and abusive practices of your senior airport staff
The facts behind this situation still point 100% to a resolution that requires restitution of all my expenses in addition to Frontier taking immediate attention to training or replacing personnel who discriminate and are ignorant of their legal and contractual obligations as representatives of Frontier