Frontier Airlines, Inc.

Initial Business Response /* (1000, 9, 2015/08/14) */
Dear *** ***,
We are in receipt of your recent correspondence to the *** of *** and *** *** *** Please be assured that your message is important to us
Your baggage situation is currently undergoing a
review by our upper managementA final decision regarding our position on the matter will be made shortly
We appreciate your patience
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 18, 2015/09/03) */
Please re open the case, we have not received any positive results or answers!
Final Business Response /* (4000, 20, 2015/09/10) */
Dear Mr***,
Frontier Airlines is in receipt of your letter to the Department of Transportation and the Revdex.com complaint, and we appreciate the opportunity to address your concerns
Frontier would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management teamWe have reviewed your submitted claim forms and apologize for the difficulty in resolving your claimWe have researched in depth your claim about no bag tag being provided and have come to the conclusion that we will be completing and processing a final settlement payment based on the information provided in your claim
You will be receiving a written resolution letter and payment within to weeks from September 11,
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
At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances
Sincerely,
***
Central Baggage Supervisor
Frontier Airlines

2/15/01:PM Hello ***, I understand your disappointment with the lack of information related to the reason for and estimated duration of delay when you traveled with us from *** to *** on February I'm sorry that our agents were unsympathetic and unable to provide
helpful informationI apologize for the impact this situation had on your travel plans Flights to and from *** were affected by Air Traffic Control delays earlier in the dayWe arranged for alternate aircraft for flight *** to lessen the impact of the delay Your Feedback Matters We have made your comments available to our Customer Service 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 Voucher Please know that we do value you as a customerIn an effort to make things right, you were issued a Frontier voucher (***) in the amount of $to use towards future Frontier travelYour voucher expires on May 16, 2017, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details We Value Your Business Thank you for choosing to fly with usWe hope to have an opportunity to welcome you on board again and will work to make sure your next experience is a better one Kindly, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/18) */
Dear Mr***
Your your purchased a non refundable ticket
You have a credit in the amount of $($161.00-$50.00) until January 5, to book another reservation using *** reservation code
Regards,
***
Customer
Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We have high expectations of our employees and are disappointed with the behavior
you described of our agent in *** *** For training purposes; we have made your comments available to the station manager
We sincerely regret that her error resulted in your bag being delayedIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you
I have submitted a refund request for the checked baggage fee that you paidPlease allow up days for processing on our sideTickets that have been flown on are not eligible for a refund even in cases of delayed baggageRegrettably, we cannot honor your request to refund your used tickets
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX *** *** *** pm *** time
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not satisfied but I will not waste my time with this company any longer!

Initial Business Response /* (1000, 10, 2015/05/05) */
Dear Ms***,
Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and we appreciate the opportunity to address your concerns
You requested
$compensation you spent on car rental and hotelPlease forward copies of your receipts for future review
I look forward to your response
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They left me NO address or fax number to send my receipts toDo I mail it? Fax it? Take a picture of the receipts and email them? Also they mentioned nothing about refunding my airfare
Final Business Response /* (4000, 18, 2015/06/15) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsThank you for your patience while our inbound mail was processed; I am now in possession of your travel receipts
We sincerely apologize for the inconvenience caused by the delay, and ultimate cancellation, of flight from Fort Lauderdale on April 20thMy research shows that the inbound flight was required to divert to Miami due to weather conditionsAfter arriving in Fort Lauderdale it was further delayed for a nose landing gear strut flat issue
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 workedYour flight was required to cancel when our flight crew ran out of time to legally operate the flightPlease know that above all else, the safety of our passengers and flight crew is our number one priorityOur procedures for handling flight delays and cancellations can be found by following the link below:
http://www.flyfrontier.com/customer-service/customer-commitment#HowWeHandleDelay...⇄
Our agents in Fort Lauderdale were able to provide refunds for passengers who wanted to cancel their flight with Frontier, and rebook those who still wished to travelIf a passenger accepts transportation to or from an alternate location because of a flight irregularity, the airline does not reimburse any new travel expenses associated with that changeWe are not able to reimburse the cost of gas or your car rental from Fort Lauderdale to Orlando
Meal and hotel vouchers were provided for passengers who were accepting later accommodations on Frontier AirlinesOur hotel vouchers work at specific hotels with whom we have special agreements withWe regret that when hotel vouchers were issued you were not able to obtain one for accommodations in the Orlando areaAs a onetime customer service gesture I have submitted a check request in the amount of $to reimburse your room fee
We are extremely disappointed that this flight irregularity negatively affected your trip, however we are not able to refund tickets that have been utilized
While airport security agents are not employed by Frontier Airlines, we certainly regret that they were not more sympathetic towards the passengers ** your flight
Along with our sincere apologies for the cancellation, we have issued an electronic voucher in the amount of $200.00, which provides a discount on your next Frontier Airlines flight
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: *** XXXXXXXXXXXXXXXXX, and JasonXXXXXXXXXXXXXXXXX
These vouchers must be redeemed by July 19th, but travel may be booked out as far as Frontier's schedule allows
Thank you for taking the time to write
Kind regards,
***
Frontier Airlines
Customer Relations
***
Terms and Conditions for Electronic Travel Certificates:
-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased
-Valid for months from the date of issue and may not be extended
-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash
Other conditions may apply
If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX
Final Consumer Response /* (4200, 20, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have offered me a refund for my hotel room only, not my rental car or flightThe woman responded to ANOTHER email in mine then quickly apologized and said she would respond to mine shortlyKeep in mind I had been waiting for a reply for weeksShe said she couldnt refund airfare because I already went on the flightThat is BS, and I'm SURE she can refund me my money, they just don't want toThey want to give me a credit for a future flight, but at this rate I do not want to fly with them EVER again!!! I am not happy!!! I just want my refund!

Initial Business Response /* (1000, 9, 2015/12/14) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
If you wish to change to an earlier or later flight on your day of travel, we can
confirm a seat for $for Economy fares and at no charge for Classic Plus fares, subject to there being seats available on the desired flightYou may confirm a seat on another flight at the airport ticket counter or by calling Frontier Reservations
Passengers are only able to utilize a Same Day Confirmed change to their reservation on the day of travelOur records indicate that you initially called days prior to travel and there were no available seats at that timeThere was another call made the day before travel where the agent advised that at that point in time the change fee and fare difference would applyWe have no record of you calling on the day of travel to change your flight
As a onetime customer service gesture, I have refunded your original flight from Las Vegas at 2:20pmThis flight had been forfeited when it was not cancelled ahead of time
I hope this helps you better understand our policiesPlease let me know if you have any questions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

10/18/11:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept our sincere apology for the delay of your checked baggage when you traveled with us on October 1st, 2016,
from Indianapolis, IN to Portland, OR In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerOur records indicate that your delayed bag arrived in Portland on October 2nd, and we would certainly like to apologize for the day bag delay We apologize for the customer service you received by the Portland agent handling of your delayed bag While we are unable to refund the ticket price or provide equivalent miles to the price of the ticket, we have provided a $electronic travel certificate for year for a discount on a future flight with Frontier for *** *** and *** *** for the inconvenience Below are the instructions of how to redeem the electronic travel vouchers To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: *** *** * *** *** *** * ***This voucher must be redeemed by 17October,but travel may be booked out as far as Frontier's schedule allows. ***Terms and Conditions for Electronic Travel Certificates:-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased. -Valid for year from the date of issue and may not be extended.-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued.The Certificate cannot be: -Applied toward the purchase of Travel Insurance or STRETCH seating.-Applied toward baggage fees, change fees, or other charges. -Combined with any other voucher, promotion, or discount. -Used with group travel -Redeemed for cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-####If you have receipts for covered expenses including clothing, shoes or toiletries that were purchased while your baggage was delayed, Please feel free to either email them to: ***, or mail them to the following address so we can forward them to our Atlanta office for consideration of reimbursement: *** *** ***
*** *** *** ***
*** *** ***
*** ** *** Your $bag fee was refunded to the credit card ending in If we can be of further assistance, please don't hesitate to contact us via email at: ***, or by calling: ###-###-#### Monday-Friday 7:00am-4:00pm and Saturday 8:00am - 4:30pm Mountain time Sincerely, *** *** Central Baggage Supervisor Frontier Airlines

02/08/05:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsFrontier 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 feesThe 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 things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departureOur records indicate you attempted to check in at our kiosk at 6:am which is minutes before departurePlease 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 timeRegards, *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because:The airline wrote a pat response to my concerns and I am still very unhappy with the misrepresentation tactics they have used over the past many months Can someone help me understand how winter/skiing in Montana is not seasonal? I'm not a skier but I have family there and again, that was the SOLE reason I joined the DENDEAL and I want a REFUND Frontier, you should be ashamed of yourselves You should show this to your management and let them put their head on the pillow at night with their honesty This is a ridiculous airline now So sad If I never have to fly you again under this CEO's leadership it will not be too soon I feel for your marketing ploy and I WANT MY MONEY RETURNED NOW!!
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
We already contacted *** and also had managers on the phone speaking to each other on a three way call one from frontier and one from ***, we were told that the 40,points were sent over to frontier but frontier never deposited them in our accountHow will this be monitored differently to ensure the points are deposited ?
Time is of the essence as the obligation to receive these bonus miles was completed sept 29th and we are now entering without resolutionWe would like to book a plane trip with our points by January 1st Will this be happening? and if so how? everytime we call in we are told they will be in next month but its never thereWe have been lied to and spent many hours, being pushed around to different departments, we just want what is right

Initial Business Response /* (1000, 5, 2015/08/06) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept my apology for any inconvenience you experienced when your flight from
Portland to Denver was delayed causing your connection to Detroit to be missedIn regards to your request for a refund this was processed on July 22, to the card ending in Please be assured that your comments regarding the service you received when contacting our reservations agents for assisting with the connecting flight have been forwarded to our reservations department for internal review
Along with our sincere apologies, we have issued an electronic voucher in the amount of $50.00, which can be applied towards your next Frontier Airlines flight
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
This voucher must be redeemed by October 29, 2015, but you do not have to travel within this timeframeFuture travel *** 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 *** not be extended
It *** not cover the entire value of the purchase
It *** be used only once, so there will be no remaining value after redemption
It's not transferable and *** 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 *** not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

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,
*** ***

12/19/03:PM Dear Ms***, Thank you for contacting Frontier Airlines Central Baggage Service We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We are sorry to hear of your luggage issues
when you traveled on Frontier Your receipts has been received and adjusted for settlement for 49.95, your claim *** Please allow 2-weeks for processing and mailing. Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely, *** Frontier Airlines Central Baggage Specialist

Initial Business Response /* (1000, 5, 2015/05/27) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We appreciate your feedback and need to gather additional information in order to assist you
further
Please reply with the passenger name as it appears in the travel record, and the six-digit reservation code
We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information
Sincerely,
***
Frontier Airlines
Customer Relations

Complaint: ***
I am rejecting this response because:both tickets should of been cancelled on the 21st! Not just the oneThe reason being is because the last time we flew with frontier the flight was late coming and goingWe were given adollar credit which we never used That is not acceptable and I will not put myself in that situation again! But no we are in far worse one with frontier stealing more money and time from us!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear *** and ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
First, I would like to apologize for the very unpleasant experience ***
had when we were unable to provide her with a flight to Detroit due to a delay from San FranciscoI understand that it must have been very frustrating to have flown all the way to Denver being advised that you would have a connecting flight waiting for you to Detroit and then arrive without said flight and no accommodations for two daysPlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint or inconvenience our passengers
I also apologize that your concerns were not addressed in a sufficient matter regarding this situationWe train our agents to provide the best customer service they can with professionalism and courtesyUpon review of the flight delay from San Francisco, our customer relations agent, Sheryl, is correct that we do not normally provide overnight accommodations or other airline protection for uncontrollable situations like a weather delayHowever, due to the fact that we were unable to get *** on a flight for two days, we would consider reimbursement of the difference in fare she had to pay to get to Detroit with US Airways as a one time exception
If you could please scan and attach a receipt or bank statement of the other airline tickets, I would be happy to review those for reimbursement of the difference in fare between the Frontier segment you were supposed to take to Detroit and the US Airways fare
Thank you again for your commentsAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processI look forward to hearing from you soon
Kindly,
***
Customer Relations Lead
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate Frontier Airlines acknowledging our inconvenienceWe have emailed over the attached documents for them to review for reimbursementWe are not trying to in anyway take advantage of Frontier, but we do believe that this situation could have been resolved better and at a reduced financial hardship if their employee communication was better

07/09/03:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We're Here To Help! I have done some research on your case, and my records show that you have been approved for the refund in
the amount of $The amount of $has been refunded back to your Visa Card ending in *** We have processed the refund from our part on July 7, 2016, Please allow up to days for your bank to post the funds to your account.We appreciate your patience and hope to service your travel needs under better circumstances in the future.Sincerely,
***Customer Service Frontier Airlines

Revdex.com:
I have reviewed the response made by the business and I feel I have no other option but to except this amountYes I booked with a third party , but there were other Clients that Booked with FrontierI think it was a SCAM that night because there were to many people that had the same problemhad it only been my party or other parties that booked through a third party, then I could except itOver people had to pay again because they said we missed our flightIt was a SCAM and I will never Fly with them again and I will let everyone know not to use this Airline for any reason
*** ***

Initial Business Response /* (1000, 6, 2015/10/25) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
First of all, congratulations on your new marriage! According to our records our
Las Vegas station has been in touch with you via emailAn additional check should have been sent out last week for the remainder of the interim expenses you discussed with ***
Please let us know if you have any additional questions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not accept the businesses response
After everything they told me I would be receiving a check with the FULL amount I was owed for their mistake, and that I would be receiving it before the due date on my credit card (10/23/15)
The credit card date passed over days ago to make a payment, and today I received a check with LESS than the amount I was promised on multiple occasions by the company
I also told the company that if I did not receive full payment for the card that Frontier owed me, then I would be requesting the interest payment of $- the interest on the total $which is 19%
The check I received late today , days after I told them the credit card bill was due, was $less than what they owed me, and doesn't include the additional $they owed me for causing me to make a late payment and thus get interest
Now I am in debt, my credit is ruined, and my wedding day is something I can never fixI expect the full reimbursement that Frontier owes me of $1,in order to correct my life

Initial Business Response /* (1000, 4, 2015/07/14) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records on *** *** Customer Relations Specialist *** responded to
your email complaintBelow is his response
Frontier Airlines truly regrets the inconvenience your in-laws experienced as a result of missing their connecting flightWe have been working very hard to better serve our customers by improving our flight on-time performance rates
When customers miss their connecting flights, we will protect them on the next available Frontier Airlines flight or provide alternate means of public transportation as neededDecisions are commonly made to depart our aircraft on timeOccasionally, we are able to hold a flight for connecting passengers *** significant impact to our operationWe regret that this was not the case when your in-laws were trying to connect to your flight
Our goal is to provide quality service both to our passengers *** their luggage
We are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customersWe can only assure you that your experience is not typical of the standards we strive to maintain
Thank you for taking the time to writeWe value your business and hope to have the privilege of serving your future travel needs
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This only addresses the initial issues that arose in the situationI am still waiting to hear back about management's lies to me over the phone, terrible customer service, and refusal to go above and beyond for a customer
And no compensation is being offered
Final Business Response /* (4000, 8, 2015/08/04) */
Dear *** ***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We regret that we were not able to hold your in-laws connecting flight without negatively impacting our operationWe sincerely apologize for any misunderstanding or any promises that were not kept on the part of our staff
It 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
We appreciate your understanding and we look forward to the opportunity to serve you again aboard Frontier Airlines
Kind regards,
***
Customer Relations Specialist
Frontier Airlines