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,
*** ***

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***

***, 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, 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

05/25/12:PM Hi *** We have received your correspondence as submitted to the *** ** *** and the Revdex.com, and appreciate the opportunity to respondPlease accept my apology for any inconvenience you experienced when trying to print your boarding pass for your flight from *** *** *** to *** May 14, I understand your frustration that there was no agent available to assistFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedAs a customer service gesture I have requested a check in the amount of $which is the fare of the return flightCheck reimbursement takes approximately to weeks and will be mailed to the address provided here For future reference, you can download our app and check in online and your boarding pass is available on your mobile deviceIf you're not checking a bag you can go directly to security then gate not needing to stop at the ticket counter Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight Sincerely, ***
*** *** ***
*** ***

Hello ***, Thank you for contacting Frontier Airlines regarding your flight from San Antonio to Las Vegas on December 29, I'm sorry to hear about the disruption to your travel plans. Our ApologiesI understand you're flying with us because you have somewhere to beThat's a
reasonable expectation! Cancellations can be frustrating, but safety is our top concern and periodically our flights have to be Cancelled due to this reasonPlease accept my apology for the unexpected interruption.I'm sorry to hear that your customer service experience wasn't as expectedYour description of desk agents is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you. Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.What I Can DoRespectfully, I can not refund the full ticket price because I cannot refund flown travelIn order to proceed with reimbursement for the car rentalCan you please sent me the receipts for the car rental. In my records, I can see that you were issued two $vouchers. Your voucher expires on April 2, 2019, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below. Xxxxxx Xxxxxxx-xxxxxxxxxxxxxxxxxx*** Xxxxxxxx-xxxxxxxxxxxxxxxxxxCome Back Soon!I apologize again for your past experience, and I hope you will use the discount on your next flight with usI 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!Regards,Customer Relations SpecialistFrontier Airlines

06/22/11:PM Thank you for contacting Frontier AirlinesWe apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to this moment.We are sorry to hear of the delay of your luggage and customer service issue when you traveled with
Frontier, and our records now indicate that your luggage has been restored to you.If this is not the case, please contact us at (*** *** ***), or reply back to this email so as as we may look further into your claim.Your file also reflects that a refund has been authorized for the bag fee on your reservation associated with this incident and will be refunded back to the original form of payment that you used in approximately 7-business days.Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced.Sincerely,***Frontier AirlinesCentralized Baggage Specialist

01/01/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am very sorry it has taken so long to resolve your baggage issue Customer Service is Key Frontier has a hard earned
reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that What I Have Done I have directly contacted management in our baggage department about your issueI should hear back from them with an answer about your missing baggage soonAs soon as I hear from them I will contact you Our Communications I have been assigned to your incident and from now on when you respond to this email it will bypass the waiting que and come directly to me We Value Your Business Once again, I want to state how sorry I am that this has taken so very long and that you have not received the timely and correct information about your baggage that you deserveWe can do better than that and you have my pledge that we will I will contact you as soon as I hear back Kind Regards, *** * Frontier Airlines

Response Email 05/03/07:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am sorry for the confusion regarding the Frontier Airlines credit and appreciate the opportunity
to explain We Hear You! reviewed the reservation for the flight from Colorado Springs to Phoenix that you cancelledI was able to verify that a credit was issued for the amount of $ We're Here to Help!When we issue credits for a flight that is cancelled, they are like a gift cardThis means that you can use it across as many reservations that you want to until the amount is goneIt does expire on July 6th, Travel would need to be reserved by this date To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXX, and this email address: xxxxxxxxxxxxxxxxxxxxIf applicable, a credit card will be required for any residual value Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 13, 2015/07/27) */
Dear Mrs***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are researching your complaint and will respond shortlyThank you for your
patience
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 15, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier Airlines has not resolved anythingThey just said that they have received complaint and are researchingSo please do not close this complaint account as it has not, in any way, been resolved
Final Business Response /* (4000, 18, 2015/08/10) */
Dear Mrs***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsThank you for your patience while your complaint was researched
On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience our delay and subsequent cancellation of flight *** caused youHad this flight been able to take off prior to the time the crew timed out they would have been legal to operate the flightUnfortunately, the flight was still on the ground and the flight was required to cancel in order for our airline to remain in compliance with *** regulation
We are not able to reimburse the value of points that were used to travel on another airline, only actual currencyI have submitted a request to our Refunds Department to have fare for the cancelled flight refundedPlease allow up to business days for processing on our side
My research shows a $voucher was issued to each of you, which can be redeemed online for future Frontier travel
To 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 / *** XXXXXXXXXXXXXXXXX
These vouchers must be redeemed by September 3rd, 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
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
***
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash
It's valid for days from the date of issue and may not be extended
It may not cover the entire value of the purchase
It may be used only once, so there will be no remaining value after redemption
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issuedThe name on the new reservation must match the old reservation exactly
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges
Final Consumer Response /* (4200, 20, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate that they are processing a refund but are not happy with the outcome of not being reimbursed for the *** *** fare that my husband paid and also the *** *** points that I had to useAlso, they didn't make mention of reimbursing us for the $cab fareI'm guessing that we aren't going to get any further with them, but just want you to know that we are not happy with the outcomeI e-mailed *** back to see how the refund will come, by check or by credit to credit card that I used initially, but have not received a responseWe feel that Frontier crew stalled long enough on June 5th so that the crew's time ran outBy them saying that the oxygen tank needed to be filled and the time it took to do that and then the maintenance person sat up front talking to the crew, that made it so the time ran out and this whole thing was through no fault of oursWe ended up paying a lot more for a flight home than we initially paid through ***

01/23/04:PM *** *** ***
***Your claim has been escalated to the corporate levelOur ultimate goal is to reunite you with your missing luggageHowever, in the unlikely event that we are not able to locate your missing luggage, we want to compensate you appropriatelyI have
attached the claim forms needed to start the claim processPlease print, complete, and return these forms within days.Should you have further questions and/or concerns, please feel free to contact Central Baggage at ***7.Sincerely,*** 01/23/02:PM Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFirst, on behalf of Frontier Airlines, I sincerely apologize for your delayed bag and any inconvenience the delay has caused I've attempted and have been unsuccessful reaching you via telephoneI show that your file is inactive and want to insure that all of your issues have been addressedKindly reply to this email or respond to the voicemail I left for youIf I do not hear from you within days, I will considered your case resolvedSincerely, ***

09/09/08:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand your disappointment that our agent did not correctly apply your reservation credit to your new reservationI
apologize for the inconvenience this caused you We have made your comments available to our Reservation Department management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we're grateful for your feedback While we're unable to refund your original fare, we've applied your credit to your upcoming reservation and refunded $to your credit cardPlease allow up to days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices Additionally, I've authorized reimbursement by check of the additional $While I hope it arrives sooner, please allow up to weeks for check processing and delivery by US Mail As a gesture of goodwill, we've issued a $voucher for a discount on the next flight you book with usWhile your voucher is good for days from the date of issue, travel may be at a later dateWe've emailed voucher details separately We hope to have an opportunity to restore you confidence in us on board Sincerely, *** Customer Relations Specialist Frontier Airlines

10/28/12:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I have discussed this situation with my Manager and we are unable to reimburse you for the $that represents the difference in the fares between the original flight you booked and the flight you actually took. The low price of the original flight reflects the fact that there was an overnight layover. Had you chosen a flight where both legs of the flight flew the same day with a short layover, you would have paid a higher fare, most likely very similar to the one you finally purchased As I said in my earlier email, the way the itinerary was written is typically the way airlines post their flights which is why we encourage our passengers to inspect their itineraries very closely as soon as they receive them so any errors can be corrected right away I am sorry that I don't have better news for you but I hope you understand and that you will fly with us again in the future Best wishes, *** Customer Relations Frontier Airlines

12/28/01:PM , Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Important Information You have a reservation for an upcoming flight from CVG - MCO on 12/29/Please let me know if you
are still taking this flight Delays I am very sorry for your experience in the airport, it can understand it must be very frustrating for you not been able to take your flight as plannedAs stated in our delay messages, delays are always fluid and the departure times can improveIt is always a good idea to remain in the secured gate area at the airportTSA The Transportation Safety Administration is a government agencyWe have no control over their operational hoursI am very sorry you found them to be closedI am sorry, we are not responsible for their hours of operation CheCounters I am sorry we had no agents available, however as all airlines, we only have our agents at the counters when we have people to chefor upcoming flightsI am sorry you could not contact us by phone, however the weather event of the past weekend combined with the huge increase in travel for the holidays Your Baggage Your baggage was booked to go to Orlando and, of course, loaded on the planeI am sorry, however this happens when a passengers miss their flights Refunds Because Frontier was not responsible for the situations that caused you to miss your flight we have this in our system as a no-showWhen a passenger missed a flight we typically can rebook them on another upcoming flight for a $feeUnfortunately, due to the time of year, we had no seats available What I Can Do I have been authorized by my supervisor to waive the $change fees and refund your unused fare(s) as a credit in our system good for days good for booking future Frontier flights Awaiting Response I will await your response about your upcoming flight before making any changes Kind Regards,
*** * Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We have received your request for a refund due to the cancellation of your sons
surgery
After review, we are not able to honor your request for a refund due to your purchased an non-refundable ticketThere is a $change fee per ticket to make changes to these tickets, plus any difference in fare associated with the new itineraryOur records indicate you have provided documentation from your sons doctor so the $change fee has been waived per person
Here is a link from our web site outlining our policy
It is under: EMERGENCY EVENTS - TICKET CHANGES AND REFUNDS
http://content.flyfrontier.com/travel-information/travel-policies
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Complaint:
I am rejecting this response because:we requested frontier reimburse us for Hotel we couldn’t use because we were not confident we would travel on original date Past history suggested we had a 50/short od flying out that night We were not confident the flight w go out at all and absolutely needed to be there for tour next dayBased on past history, we expected likelihood flight would actually leave as 50/ It left late at night and arrived in middle of night. Not what we had planned forFrontier offered us flight days laterThat wouldn’t workMy request for you to pick up our hotel in Philly and our travel expenses to philly more than reasonableVery important we be awake for our visitWe planned on gettin in at pm or soam really unreasonable Hotel we booked in Philadelphia in advance of replacement flight early the next morning Meal. As for the food voucher, I was traveling with my wife and daughter So we ate cheap relative you our vouchers and I expect you pick up the full amountWe also shared travel costs an hotel roomFrontier getting off cheap if they pay what I’ve asked!Transportation costs to Philadelphia we originally planned to travel out of Trenton Frontier offered us a flight days later That solidify meet our needs as we had accepted students day at Vanderbilt the next day! So we flew out of Philadelphia As it was, we were late all due to Frontier thanks for your help in resolving this regards ***
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/09/19) */
Dear Ms***,
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns
We understand that you are disputing the $settlement that was provided as
settlement of your claim for your loss bagWe apologize that you feel that you were not advised of needing to submit receipts for items being claimed
The claim form packet that was sent to you for filing your claim does state that items over $should be substantiated with original receipt indicating the value of the item(s) on the cover sheet of the claim packet and on the Statement in Proof of Loss states Documentation to support claim, original receipts only
Central Baggage including ***, CBS Manager and myself have advised you several times that original receipts are needed in order for a review of your claim to be made and a possible adjustment to be considered
If we can be of further assistance, please don't hesitate to contact us via email at: ***, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
Sincerely,
***
Central Baggage Supervisor
Frontier Airlines
***
Initial Consumer Rebuttal /* (3000, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier Airlines never advised me that receipts would be required for items that were lost in my luggage due to their negligenceThey have never apologized nor accepted responsibility for losing my luggageNow they claim that information was providedI want Frontier to compensate me for all of the items lost in my luggageThey need to compensate me in the amount of $
Final Business Response /* (4000, 17, 2015/10/25) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
The maximum possible payout for a lost bag on your date of travel is $3400, but that is for claims that are substantiated with receiptsAgain, the claim form packet that you completed does state that any item over $should be substantiated with the original receipt indicating the value of the item(s) on the cover sheet of the claim packetOn the Statement in Proof of Loss states that Documentation to support claim should be original receipts only
We regret any misunderstanding, but the only way that you can receive an additional settlement is by following the instructions you have received both verbally and in writing
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 19, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier is not being honest with their responsesThe first contact I had with Frontier I explained to them all the items that were in my luggageI provided the prices and no one ever stated to me that I would have to provide receipts for items over $I would have remembered that had that been statedYet each Frontier representative I spoke with never stated thatFrontier kept saying "my luggage would appear and not to worry." I was advised to "complete the paperwork" because that is part of the process but the luggage usually turns upIt's obvious that Frontier has lost my luggage yet they do not want to take responsibility and provide me compensation for the items misplacedFrontier needs to provide me with a check in the amount of $for their negligenceFrontier is continuing to fabricate so called information that was provided to meI provided frontier with every document that was requestedNow they are refusing to accept fault and provide funds to compensate for my loss

10/04/02:PM Hello *** ***, We have received your correspondence as originally submitted to the Department of Transportation, as well as your newest feedback submitted to the Revdex.com We are disappointed that you are not satisfied with our position 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 The correspondence from 8-4-as well as your rebuttal, and our last reply on 8-12-16, represent the final resolution for this concern

Complaint* ***
I am rejecting this response because: I do not think I should be penalized for Frontier's website not working properlyThis is poor customer service and notes should show that on this day their server was not workingI know I was not the only one having this issueFrontier should have done something to credit me the differenceI am extremely disasstisfied
Sincerely,
*** ***

Dear ***,I'm in receipt of your correspondence as submitted to the Revdex.com as well as the Department of Transportation (DOT) and appreciate the opportunity to address your concerns.I recognize you had an unpleasant experience and I sincerely apologize. I
appreciate you speaking with me on the phone today to discuss this unfortunate experience.I'm sorry for the difficulties you encountered on your outbound and return flightIt certainly sounds like things could have been handled differently.We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this when you traveled with usWe have high expectations of our employees and I'm extremely disappointed with the behavior you described of our representativesBe assured I have forwarded your comments to our Station Management team for internal folland review.Per our conversation, please fax your detailed receipts to me so they can be reviewed for reimbursement considerationPlease fax to ###-###-#### Attn: ***Sincerely,***Customer Relations LeadFrontier Airlines