Frontier Airlines, Inc.

Initial Business Response /* (1000, 11, 2015/09/19) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are committed to providing our passengers with a pleasant and enjoyable flight
experience and regret that we fell short of this when you contacted us to check on our policy to cancel a reservationWe have high expectations of our employees and are disappointed with the behavior you described of our reservation agentYour comments will be forwarded onto our reservation manager
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback
Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/18) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate your purchased your ticket with a third party agency,
TravelocityOn Travelocity web site as soon as you choose your flights, the fare is given and the following information is right below the fare
Important Flight Information
We want you to know the airline you're traveling with has the following restrictions regarding your flight
Tickets are nonrefundable and nontransferableA fee of $per ticket is charged for itinerary changesName changes are not allowed
Frontier Airline fare rules
Frontier requires cheat least minutes in advance of domestic flight departure and minutes in advance of international flight departure
Frontier fares include one free personal item such as a small backpack or purse (Maximum dimensions: 14" tall x 8" wide x 18" long including the handles, wheels and straps)
Additional purchase will be required for the following:
One Carbag per passenger no larger than 24" tall X 10" wide X 16" long is allowed for a feeFor best prices on carbag fees, go to Frontier AirlinesOpens in a new window in advance of your travel
All checked bags for Economy fares incur a feeChecked bags are always less expensive than carbags and can be purchased online during the cheprocessOverweight bag charges start at lbsand incur additional fees
Advance Seat Assignments are available online during the cheprocess for a fee or seats will be assigned at the airport upon chefor free
All onboard drinks and snacks are available for purchase
For the full pricing list, please visit: Frontier Airlines Opens in a new window
Estimated fees for baggage and other optional services
Please accept our sincere apology in which we are unable to grant your requestWe are sorry for any frustration this may have caused
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not good enough of an explanation, I will not peruse any further but I will advise my friends on *** and other social media on Frontier business tactics in conning people to buy cheaper prices and not letting customers know up front that Flight fare does not include a seat nor that they will carry your luggageInstead it is in the small writing like they say the DEVIL is in the detailsGood Luck with your business, because it will be needed after people become aware of your blatant con tactics

09/06/11:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict
minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedAs noted from your original email the flight was not oversold and did go out with open seatsThe aircraft has seats and the flight went out with Your reservation history shows you had checked in online hours prior purchased a checked bag and had seat assignmentArriving after the cutoff would be the reason you were not able to check the bag and have boarding passes printedIf a flight is oversold you are still provided a boarding pass that does not have seat assignment to continue to the gateAt the gate volunteers are requested if neededYou are not allowed to proceed only if past the cutoff Agents will assist with later accommodation and at your request moved to the nearest city The return flight was delayed due to maintenance and I can see that your son and husband were provided the $voucher for the length of delay that all ticketed passengers on the flight received once it departedBecause you changed your flight earlier you were no longer a ticketed passenger on that flight I understand your concern with finding open seats on the flight you changed toPlease keep in mind that it may not be known if seats are available until the flight closes as passengers may be checked in but not show for a flight Respectfully, we would not reimburse for used ticketsAs a customer service gesture I have provided a $voucher for you for the inconvenienceWe did move you to the earlier flight at your request so it would not be the same compensation as the delayed flight *** *** *** I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!*** Customer Relations SpecialistFrontier Airlines***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer.• It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.• The name on the new reservation must match the old reservation exactly.• It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

03/06/04:PM ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsI understand your frustration upon how things turned out when you were trying to check-in, however, encourage our passengers to arrive early for just that reasonReimbursement for the other airline ticket and a refund cannot be issued at this time Voucher I show that the value of the missed flight was put into the form of a travel vouchers, divided amongst you, Vanessa, and BreannaThat is the maximum compensation we can offer for your situationPlease reference voucher numbers and expiration dates for redemption ExpAugust 31, : $*** : $*** : $*** Thank you again for contacting us about your recent experienceI recognize my response to you 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.Regards,***Customer Relations SpecialistFrontier Airlines

07/07/03:PM Dear *** *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter review of your complaint we will be refunding you the $ I would like to apologize for the Inconvenience this has
caused you If you have any questions please feel free to call me at *** Regards, *** ***

Initial Business Response /* (1000, 5, 2015/06/30) */
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 confusion regarding our feesThe Economy fare
does have fees which allow you to select what services are important to your travel to keep the fare as low as possibleThis includes a fee for a carbag and a seatYou do not have to purchase a seat and if choose not to one is assigned from availability day of departure
When booking with a 3rd party agency such as Expedia a link is typically provided to each carrier for information regarding fees or a link the their websiteThe fees are prompted during our online check in process and are less when paid prior to arriving at the airport
Your continued support is important to us, we look forward to the opportunity to serve you again on a future Frontier flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting Frontier Customer RelationsAt 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 *** from *** ** *** *** Your RefundIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in The cost of your flight that was cancelled was $for all three passengersWe are not able to refund for flown travel We Value Your Business In an effort to make things right, I have issued each passenger a $100 voucher to use towards future travelI have shown your voucher numbers below: *** *** *** *** *** *** *** *** *** These vouchers must be redeemed by July 9th, 2017, but you do not have to travel within this time frame Come Back SoonThank you again for contacting us about your recent experienceI recognize my response to you 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 SpecialistFrontier AirlinesPsWe want your feedback! Fill out our survey and be entered to win FREE round-trip tickets on Frontier airlines valued at $Click the link to take the survey: *** *One winner will be selected and notified by email each monthPlease provide your name and email address at the end of the survey if you would like to be entered to win.***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer.• It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.• The name on the new reservation must match the old reservation exactly.• It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.Tell us why here

Initial Business Response /* (1000, 6, 2015/06/02) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
My records indicate that there have been several correspondences between you and Frontier
agents in regards to this matterPlease review our latest response below:
I posted the miles into your account for travel on reservation code OE4VVE for your ticket on May 21, Sir
I was unable to find EarlyReturns member numbers for *** or *** in our data base
If the name on the account profile does not match the name on the ticket, credit cannot be posted to that account
Our program, as well as all other domestic airline programs, is designed to reward the individual traveler, not the company or purchaser of the ticketsEach traveler must have their own member account in order to receive mileage credit
If you wish to enroll *** and *** in our EarlyReturns program, please go to our website, Frequent Flyer, then to join
Once you receive the new numbers, please reply and we will credit the new accounts if travel is within days prior to enrollment
I apologize for any misunderstanding regarding the Policy of our Program, we like most Airlines, do not have a plan that allows credit to be applied to the purchaser of tickets for family or friendsYou may use your miles to purchase travel for family or friends but may not earn miles from others traveling
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The fact that I had to go through Revdex.com to get the ball rolling in order to get a response, is sadIt is not worth any more of my time for them to make this rightThe reps on the phone need to get on the same page with those that respond to complaints because they are the party that indicated I would get miles credited to my account for purchasing individual's tickets which isn't the caseNone of this would have occurred if I was provided the proper information from the startWhat a fiascoThis is one of the many ways other airlines set themselves apart from Frontier

12/24/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Customer Service Is Key We are committed to providing our passengers with a pleasant and enjoyable flight experience and I'm
sorry to hear about your recent experienceWe have high expectations of our employees and I'm disappointed with the behavior you described of our cheagentsBe assured we have made your comments available to the *** airport manager so they may follow up on this valuable training opportunity Optional Travel ServicesI can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as carrying on a bag, or pre-selecting a desired seat in advanceI understandAt Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point BSelling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience Explanation of Fees• CARBAGS - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead bin Compensation My research shows that a $vouchers was issued to your reservation, which can be redeemed for future travel on FrontierThe vouchers must be redeemed by March 20, 2017, but you do not have to travel within this time frame. Come 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!Kindly,*** Customer RelationsFrontier Airlines

08/02/09:AMHello *** We have received your correspondence as submitted to the Revdex.com and it looks like your concerns were handledHere is a copy of the record: Our ApologiesI would like to apologize for the information provided to you on the last emailMy records indicate
that your departure time was at 11:50AM and your flight was off the ground at 1:18PM, I understand this was a delay of 1:minutesWe have a policy of the amount of compensation that we are able to give our for the length of a delayThe $voucher is the amount compensated to our customer for the delays under 2:minutesYour reservations don't show any notes from our agent letting us know about a refund in the amount of $As a customer service gesture I will be issuing a refund of the $50.00, in a form of a check due to the flight being completed and not being able to make a refund back to the Visa we have on fileIf you can please send me a home address where the check can be mail outWe appreciate your patience and hope to have the opportunity to provide a better traveling experience in the futureKindly, ***Customer Service Frontier Airlines

02/24/11:AM Dear ***
* We are in receipt of your Revdex.com complaint. As I have reviewed this reservation, I don't see that Reservations was contacted to assist with this refund, nor do I see that the flight was cancelled. Within hours of booking, if the flights are
cancelled, (you can do that online), the reservation is refunded with no fee, unless it was purchased within days of travel. This rule may be found on the Frontier web site but I have provided the information belowAs a customer service gesture, I have cancelled the flight for February 25, for *** ***. I have authorized a refund be processed for the full amount of $99. The refund will be processed back to the original form of payment, credit card ending in ***. Please allow time for the credit card company to apply the credit to your accountI apologize for any misunderstandingSincerely, *** Customer Relations

10/12/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for sending a PDF of your *** receipt Our ApologiesOnce again, I am sorry your flight our of Kansas City was canceledWe strive to provide a great travel experience and we regret when we must cancel a flight What I Can Do I am authorizing a reimbursement check for your *** fare of $minus your Frontier refund of $A check for $will be sent to the address belowI am sorry we do not reimburse for your seat feePlease allow - weeks for processing *** *** *** *** **
*** ** *** Our Regrets I am very sorry for the time this has taken, however I can only open PDF or Word documents and I am unable to process a reimbursement without viewing the receipt beforehand We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a $voucher *** to use towards future travelThe voucher must be redeemed by 01/02/17 , but you do not have to travel within this time frameRedemption instructions are below Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one! Kind Regards*** *Frontier Airlines

05/13/09:AM (CR) *** ***
*** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI would like to start by expressing how much Frontier Airlines truly regrets all of the inconveniences that you and your wife
experienced recently when traveling with us. Flights that are continually delayed can be very challenging to passengers and crew. Be assured, that we never intend to inconvenience any of our passengers in any way. We are committed to providing our customers the best travel experience, even in the most difficult circumstancesFrontier truly regrets the inconveniences that were caused you when your flight was delayed and eventually cancelled which would cause you to miss-connect to your next flight. We are deeply disappointed, but flight irregularities do happen and can be very challenging to the passenger and airlineThe best we can do under these circumstances is to provide the next flight that has available seats, which may not be until the following day. Frontier does not have share agreements with any other airline, so the option to fly on another carrier would not have been offeredWe realize not receiving the most up to date information is very important to our customers and are disappointed our business partners did not provide you with this informationAs a customer relations gesture of goodwill, you were issued $ Electronic Travel Vouchers; two per passengerTo redeem your voucher, visit www.flyfrontier.com; go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher numbersEach voucher must be redeemed separately before their expiration dates of August 7, 2016; reservations must be booked by this date, but travel can be scheduled beyond that date to anywhere Frontier Airlines fliesWe hope to have the opportunity to welcome you aboard a future Frontier Airlines flights, under more pleasant circumstancesRespectfully, *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because:After exchanging emails with Frontier Airlines and being offered the baggage refund and the $credit, I expressed that I appreciate the offer but would like the $to be refunded, not creditedI would not like to use Frontier Airlines for any future travelsI would also like to ask that whether the $285 is refunded or credited, I will accept the cancellation fees that I was charged since I am the one that cancelled after being re-booked but would like a refund on the hotel which was $It's ridiculous that Days Inn allows you to cancel your reservation without penalties but Frontier Airlines does notI appreciate that Frontier Airlines has returned some of my expense but I still do not see why I am still being charged for a hotel that I didn't stay at
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They are unwilling to stand up to their offer of a rebate from a number of flights that were delayed an extraordinary amount of time. They could very easily reissue the credit, apply the credit or even rebate the money to me. They are standing behind lawyers that play this game of "frontier will simply wait them out". This sort of practice should be strongly opposed
Sincerely,
*** ***

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 so very sorryWe’ve had hundreds of disrupted flights during the time frame of your
scheduled flight departure and we know this is has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to you Let me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in ColoradoAnd although the weather problem was short, it forced several delays and ultimate cancellationsWhile we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successful get them where we needed themThis had a ripple effect that were seen several days and caused more delays and cancellations All flight crews are limited in flying time and are required by the FAA to have a certain amount of rest in between flights due to safety reasonsIf a crew is delayed for any reason, the time they are waiting still counts as hours workedWith weather delays, this can affect many crew members from one day to the next requiring them to rest between flightsOur number one priority is safety for our passengers and crew and periodically our flights have to be delayed or cancelled due to this reason As a company with people like you are counting on us and we know that we failed youWe take this letdown very seriouslyWe know that we could have done betterAnd the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers My research shows as a gesture of goodwill we issued each passenger a $voucher which will provide a discount on a future flight with Frontier Once again I would like to apologize for the inconvenience you and Shandra experienced due to the flight cancellationYour business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Kindly, *** Customer Relations Specialist Frontier Airlines

Response Email 02/18/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Schedules I understand you're flying with us because you have somewhere to be at a certain timeThat's a
reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines, we make every effort to minimize these changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry We Care About You As a gesture of apology for the schedule change you experienced, I have issued you and *** Frontier vouchers in the amount of $for the change of your outbound flight, and $for the change of your return flightYour vouchers expire on May 18, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateVoucher numbers and further voucher redemption details are below *** *** ($25): xxxxxxxxxxxxxxx *** *** ($25): xxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxx Refund I understand your request for a refund, and I have processed that for you in the full amount of your reservation$has been refunded to the Visa card ending in XXXXPlease allow 5-days for processing for this to reflect on your account Come Back Soon I apologize again and I highly encourage you to give us the chance to impress you on your next flightI'm confident that your next experience with us will be a good one! Kindly, Customer Relations Specialist Frontier Airlines

Response Email 09/21/08:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies We understand that low fares are important to our customers, which is why we
strive to offer the lowest prices in the markets that we servePrices do change as the departure date approachesWhen the price rises we do not require additional payment for tickets that are already confirmed, and we do not refund the difference if the price drops Voucher Information As a customer service exception, I have issued you a $voucher(XXXXXXXXXXXXXXXX) to use towards a future flightYour voucher expires on December 31st, 2017, but travel may be booked as far out as our schedule allowsFurther voucher redemption details are below Visit Us Soon As 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 Regards, Customer Relations SpecialistFrontier Airlines***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. • It’s not redeemable for cash. • It must be booked within days from date of issue. Note: There are no restrictions on travel date. • It’s one-time use, meaning there will be no remaining value after redemption. • It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer. • It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued. • The name on the new reservation must match the old reservation exactly. • It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

Dear Ms***, Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concernsFrontier would like to offer our sincere apology for your difficulty in receiving assistance with reporting and follon your damaged
bag, claim reference ***We have filed a formal complaint on your behalf with the customer service management teamOur records currently show that our Denver Baggage Service Office supervisor, ***, is currently working with you to help resolve your baggage issuesIf we can be of further assistance, please don't hesitate to contact us via email or by calling: ###-###-#### Monday-Friday 7:am-4:pm Mountain timeWe appreciate your business and apologize for the inconvenience you experienced, and look forward to serving you on a future flight, under more pleasant circumstancesSincerely, *** Central Baggage Services P: ###-###-#### E: *** FlyFrontier.com

02/25/01:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter a review of your record I was able to verify that flight #on Feb was not oversold. It departed with empty seats.
Frontier truly regrets that you may have mis-understood the information that our representative may have shared with youI was not able to find any information that our kiosk were not working properly on the day that you were traveling. We regret that you experiencing difficulties and I have shared your experience with our eCommerce department for reviewI was able to verify your contact with our ticket counter agent that took place at 2:17:PM (CST). If a passenger attempts to cheusing the kiosk or at the counter after the minute cut-off, our agents will rebook them on the next flight that has seat availability. Passengers that miss their flight and are rebooked on another Frontier Airlines flight may be subject to a Change Fee and the Fare Difference. I do see that these fees were waived for you as a courtesy gesture of goodwillFrontier suggests that passengers get to the airport at least hours before the scheduled departure time of your flight. This allows enough time for unforeseen circumstances which may arise with the cheprocessI do understand your frustration in not getting home until the next day; however Frontier does not pay for compensatory expenses such as lost wages, missed appointments or loss of personal timeRespectfully, your request for compensation cannot be honoredWe value you as a customer and hope to have the opportunity to welcome you aboard a future Frontier Airlines flights, under more pleasant circumstancesRespectfully, *** Customer Relations Specialist Frontier Airlines