Frontier Airlines, Inc.

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,
*** ***

Response Email 02/18/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety Is Our Priority At Frontier, we are focused on providing a good experience to our
customers and I know we failed to meet this commitment during your recent travelsDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled for this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengers Refund I understand your frustration with the flight disruption you experiencedBecause you flew your flight to Phoenix, your reservation doesn't qualify for a refundHowever, you have been issued a Frontier voucher (XXXXXXXXXXXXXXX) for $200 to win your confidence with us backYour voucher expires on May 15, but you do not have to fly by thenTravel just has to be reserved before the expiration datePlease see below for further voucher redemption details We Value Your Business Thank 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 Kindly, 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,
*** ***

Initial Business Response /* (1000, 11, 2015/09/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate you purchased Economy tickets which do not include free carry
on bags
From our web site: http://content.flyfrontier.com/travel-information/baggage
FREE PERSONAL ITEM:
We know how important your headphones, laptops, and crossword puzzles are for your in-flight experienceAll passengers are allowed one free personal item that will fit under the seat in front of youIt can be no larger than 14" tall, 8" wide, and 18" long (including handles, wheels, and straps)Think backpacks, purses, briefcases and computer bags
CARBAG:
There are probably at least a few things you want to have within arm's reach while you ?are in the air-and that's the beauty of carbags
Carbags charges vary based on the type of fare you purchase and when you finalize your travel purchaseSee the handy chart below for detailsCarBags can be no larger than 24" tall, 10" wide, and 16" long (including handles, wheels, and straps) and no heavier than poundsThink bags with wheels, duffle bags, etcCarBags must be able to fit either underneath the seat or in the overhead bin
Note: If you arrive at the gate with a carbag that exceeds the allowable dimensions you will have an additional charge to gate check the bag
While booking a reservation on our web site we have pop ups advising of bag feesWhen booking a reservation with a third party, they advise you contact the airline to check fees
We have à la carte; you only pay for what you want to keep our fares low
I'll forward your comments onto our management team
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (4200, 19, 2015/10/13) */
Unfortunately, the Frontier Airlines response did not include an offerIt did include a statement that said that management would be made aware of the complaintThe rest of the response just stated their luggage policy
My original request was for a full refund of the $luggage fee paid on my first Frontier Airlines flightI would be will to settle for a $refund, which would mean that I paid the advance baggage fee of $
Final Business Response /* (4000, 21, 2015/10/18) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
As I mentioned in my previous email, while booking your reservation on our web site we have pop ups advising of our bag fees, we also send a receipt advising of our bag fees and the day before your flight we email a reminder of your flight and bag fees are also advised
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 the guidelines of bag fees
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

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, 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

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

04/14/02:PM ***, I have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsAs stated before we do not give out specific names for security checkI apologize for the flight attendant speaking out as she did and have logged your comments for management review and training purposesIt is never our intention to be insensitive to our customersI am sorry that you are not satisfied with our resolution in this matterI have addressed your concerns and sincerely hope we will have the opportunity to serve your future travel needs***

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,
*** ***

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 ###-###-####

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

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

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

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

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

03/09/11: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

***, We have received your correspondence as submitted to the Department of Transportation, and your rebuttal with the Revdex.comThank you for the opportunity to respond. We have carefully reviewed statements from our flight crew and our agents in OmahaMultiple passengers on flight took the time to write out what they witnessed as wellBelow are the events according to these reports which were all consistent with one another. You were assigned a window seat in an empty rowThe woman sitting across the aisle in a full row asked the flight attendant if she could take the aisle seat in your empty rowYou immediately moved to the middle seat in your row, which was perceived as an attempt to keep the whole row to yourselfAfter you were requested to return to your assigned seat, your response was not kindThe female passenger decided to stay in her row after hearing the exchange When the plane was taxing for takeoff you got up to use the restroomThe flight attendant reminded you that per FAA regulation, you needed to remain seated with your seatbelt fastenedYou replied, "What do you want me to do, *** all over myself?" At this point another flight attendant came to find out what was happening and reiterated that you must be seated with seatbelt fastenedShe also added that if you didn't comply, the Captain would be notified and you would be removed from the flightAfter that you returned to your seat A flight attendant was headed for her seat for takeoff and she noticed that your seat belt was not fastenedWhen she asked you to buckle it, the reply she got was, "** *** ***." At this point the Captain was notified because you were still out of compliance with crew instructionsIt was decided to have you removed from the flight The ticket you purchased was non-refundableWe regret that you missed the wedding you were traveling to, and that there weren't any earlier alternate itineraries on Frontier to get you there in timeNormally, when someone with a non-refundable ticket decides not to travel a cancellation fee is assessed and the remaining balance on the ticket stays in our system for days as a creditAs a customer service gesture, we provided you with a refund of your ticket minus the cancellation fee which totaled $ We sincerely apologize if at any point you believed you were removed from the flight based on your racePlease know you were removed for your lack of compliance with crew instructions Kind regards, ***Customer Relations SpecialistFrontier Airlines

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.)

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,
*** ***

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