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 meSincerely, *** ***

02/15/05:PMHello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. BookingAfter further reviewing your phone call I can not accommodate your requestWhen you called our agent
informed you that we do not price match when a lower fare is foundHe then offered to cancel you flight and advised you to rebook onlineOur record shows that you asked if you could cancel the booking online yourself and the agent informed you yes and gave instructions how to cancel onlineI am sorry for the inconvenience this has caused I am again sorry for the situation, and I look forward to welcoming you aboard your future flight Kindly, ***Customer Relations Frontier Airlines 02/14/03:PMHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced purchase time, and even the price other airlines are chargingI understand it can be frustrating to purchase a ticket and later find that same fare at a lower rateCallsYou stated that you placed a call to cancel your flight within hours of the initial bookingIf you could please provide me with the date, time, and phone number you used to make this call I can further look into your situationI am sorry for the inconvenience this has caused and I look forward to your replyKindly, ***Customer RelationsFrontier Airlines

02/19/05:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Frontier Airlines Master Card program is handled by *** (*** *** ***)When you meet the required purchase amount within the
days*** sends us the information to update your account with the miles according to the plan you choseI am sorry you have been in a cycle from Frontier to *** but this is a concern for which *** has to research and if you have met the requirements, they have to contact usPlease call their Customer Relations department at ###-###-#### to address your concernsRespectfully,***Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: I need to see get my compensation before accepting this
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I accept the terms on the condition that a voucher number or credit instructions are provided along with contact information to claim on the credit. Thank you!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Just because you can state policy doesn't make the situation right for the baggage issue and if I were a different race or religion and pointed out that I felt the employee discriminated on the seating issue, you would be jumping through hoopsfrontier is trying to play a price game with passengers hoping they wont notice the cost savings are not really that good after you nickel and dime your customer service with fees and chargesWhat you will get in the end is the bottom feeders and that's fine, people like me will choose other airlines and continue to spread the word.I already assumed you would try to give me a "Travel Voucher"...I think the best thing I can do here is continue to put up reviews, ratings and blogs about the new culture of FrontierAlthough you don't seem to care about the effect of your changes nor the effect it has on your customers (and obviously employees as I saw several customers arguing with them), it will have long term results that hopefully will change your culture, management or position in the market enough that you will try to get betterUntil that happens, people like myself, who are fairly prolific online, need to continue to spread the word to help people look towards other options and force Frontier to improve
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/29) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry for the inconvenience that our delay of flight caused you and *** when
you traveled with usAll passengers ** your flight are eligible to receive compensation for this delayPlease review compensation information below:
This certificate may be redeemed during online booking on the payment information page at FLYFRONTIER.comPlease review the terms and conditions and keep in mind the passenger *** must match the new reservation exactly as displayed below
Only one ETC may be applied per website transaction so you will need to book each person's ticket separatelyIf you need assistance, please do not hesitate to call our Reservations Center at X-XXX-XXX-XXXX
Name: *** ***/ *** ***
Certificate number: XXXXXXXXXXXXXXXXX/XXXXXXXXXXXXXXXXX
Certificate amount: $Per Passenger *** date: 8/29/
Thank you for taking the time to writePlease know we continue to work with our stations to make sure you are being taken care of at the airport
We value your continued support and look forward to welcoming you onboard future Frontier Airlines
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
***
Terms and Conditions for Electronic Travel Certificates:
The Certificate is stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier flight
-Only one certificate may be redeemed per ticket
-Once redeemed the certificate has no residual value
-When redeeming online, the name on your ETC must exactly match the name on your new reservation
-The passenger ** 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 ** 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 cash
Other conditions may apply

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, AS LONG AS I SEE THE REFUND ON MY CREDIT CARD!!
Sincerely,
*** ***

Initial Business Response /* *** ** *** */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address you concerns
Please accept my apology for any inconvenience you experienced when contacting us
regarding the reservationIn reviewing your reservation history it appears that our Customer Relations Lead Doug has responded to you regarding your husbands reservation the day after you submitted this claimCompensation was provided to your husband for the miscommunication
We hope to have the opportunity to restore your confidence in our service on a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

12/06/12:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur 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 planned. For more information regarding the cut off time, please visit our website under the At the Airport tabBaggage Refund Request Respectfully, we cant honor your refund requestAll our fees, including baggage, seats and bundles, are non-refundableI apologize for the inconvenience.We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but we have to stick to our policy for the fairness to all our customers.I appreciate the time you have taken to contact us regarding your most recent experienceI hope this isolated incident doesn't prevent you from flying with us in the futureKindly, *** Customer Relations Frontier Airlines

I SPOKE WITH THEM IN PERSON AND WAS INFORMED THAT I COULD CONTACT THEM AND LET THEM KNOW I DID NOT USE MY CARRY ON BAGS AND I WOULD BE REFUNDEDI ALSO CALLED ON DECEMBER 15TH ONCE WE DECIDED TO NOT TAKE THE BAGS AND WAS INFORMED THAT I WOULD RECEIVE A refundThe lady did not ask for my information but my call log on my phone shows that I called on the 15th and 31st and spoke with Frontier at the airportI hope that $is worth losing me as a customer and everybody that I know will be informed that your company does not keep your word and the staff on your airlines did not communicate well about gates, bags, and delaysHave a wonderful and Blessed day and I will not use Frontier anymore.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

04/06/05:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We're committed to providing our guests a better travel experience and are sorry we did not provide the level of service necessary to fulfill
that commitment. Along with our sincere apologies and the stress caused, we have issued an electronic voucher in the amount of $200, which provides a discount on your next Frontier Airlines flightRegrettably, I'm unable to refund your ticket as it has been usedPlease accept my apologies for your experience at the Denver StationYour comments regarding the behavior of our supervisor, *** reminds us of the constant efforts necessary to best serve our customers and the work required to make our front-line staff a customer-oriented teamBe assured that your feedback is imperative in these efforts and I have forwarded your feedback to the leadership team responsible.Thank you again for bringing this to our immediate attentionWith input from valuable customers like you, we are alerted to situations that might otherwise go unnoticed.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: ***This voucher must be redeemed by 10/15/16, 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. Kindly,***Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms***,
We have received your correspondence as submitted to the *** *** *** and appreciate the opportunity to address your concerns
We recommend passengers arrive hours before scheduled departure, as *** has a
strict minute checut offOnce a flight is closed kiosks will not print a boarding pass and our agents are unable to reopen the flight to print passes or check in baggageIf a flight is missed, passengers are offered the next available *** flight with open seatsA fee is then collected based on ticket type, which is non-refundable
While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional mannerWe have high expectations of our employees and are disappointed you were advised you had hours to contact usFor training purposes; we have made your comments available to the station manager
In reviewing your reservation history it appears you contacted us the day after missing your flight requesting a refundRespectfully the fare purchased is non refundable fareIf you are unable to travel you would have one year from the date of issue to rebook with a *** change fee and any fare differenceWith the low *** fare purchased there would be no value remaining
In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidableThis is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on scheduleI apologize for the delay in your return, in reviewing it appears the flight was delayed hour and minutes due to earlier maintenancePlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengers
We look forward to the opportunity to serve you again aboard *** Airlines
Kindly,
***
*** *** Specialist
*** Airlines

08/10/06:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our website provides all the information regarding bag sizes and fees and that they are non-refundableFor more information
regarding our baggage sizes and fees please visit our website at https://www.flyfrontier.com/travel-information/baggage/ I regret that your travel agency did not provide you with Frontier Airlines baggage policy or advised you to visit our website for more information As per my earlier email I reviewed your reservation and found our agent at the airport did document your reservation that the items you brought were considered a personal size item and as one time customer service gesture the carbag fees in the amount of $has been refunded back to the original form of payment Your 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

07/04/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am sorry to hear that you and your party are unable to travel as planned What I Can Do When a passenger is unable to
travel, we place the value of the flight into a credit for future use after assessing a $per person cancellation feeAs a one time customer service gesture, I have waived the $cancellation fee for each passenger so the full value of both flights is available to book future travel withThis $1,credit is valid for days, but you do not have to fly by then, travel just has to be reserved before the expiration date Using Your CreditPlease go to www.FlyFrontier.com when you are ready to book travel and apply your creditYou 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: ***, and this email address: ***Use your credit card to pay for any difference in cost, if applicableWe look forward to welcoming you aboard a future Frontier Airlines flight.Kindly,***
*** ***
*** ***

01/14/11:AM Hello ***, Thank you for contacting Customer Relations and letting me know about your recent experience Our ApologiesI'm really sorry to hear that you weren't provided with the most up to date information regarding your flightThat is certainly a reasonable
expectation and it sounds like we could have been more proactive in keeping passengers updatedAfter doing some research, I see that your flight was cancelled due to the delay of previous segmentsI'm sincerely sorry for this disruption in your travels.Flight BuddyFrontier Airlines does have a text and email notification service called Flight BuddyPassengers can opt in for this at the time of booking their reservations on flyfrontier.com. Need More Info If you stayed in a hotel in *** *** on the night of the cancellation, we may be able to reimburse youCould you please provide me with the hotel receipt in from the night of the cancelled flight so I can further assist you? We Care About YouI'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedIn an effort to make things right, you and your travel partner were issued a $voucher to use towards future travelYour vouchers expire on April 2nd, 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateI have listed the voucher numbers below and the steps to redeem these vouchers at the bottom of this email *** *** * ***
*** *** * ***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! Kindly,*** Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/08/13) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry for the delay to your travel on *** *** *** from *** Please know
safety is our first priorityThe aircraft scheduled for the flight you were on received hail damage and required maintenanceBecause hail is not within our control compensation is not provided when flights are delayed due to thisIf you choose not to travel due to the delay the flight segment is cancelled and a refund can be requestedTickets that are used are not refunded
It is our goal to keep passengers *** of flight delay information and regret any inconsistency when contacting our reservations departmentYour comments as mentioned in the response from Customer Relations agent *** have been made available for training purposes
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
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

I am rejecting this response because: Other than contacting the Revdex.com Bureau I would have not recived an response other than the rude explanation I received on the phoneThey offered me of a flight that had to be used before the end of the year when it is October and only months left in the year versus giving me a refund or partial refund I had surgery on 9/2/ I am unable to plan a trip this yearIt is unfortunate that they do not care how the passenger is treated or the emotional stress that I held in the hr flight back home in tears because I was told as if I was a child I would be kicked of a flight with no way to get back home after I paid my fair and was violated while using their service Iwas basicly told take it or leave it and I choose to leave itRespect and service needs major improvement.Sincerely,*** ***

Complaint: ***
Ms***,Thank you for contacting meI am rejecting this responseIt does not address the complaint and is merely an attempt to close the incident without taking any action.As a matter of convenience and record-keeping, I prefer that our correspondence occurs via email and request that it remains this way until the incident has been resolved.Please let me know if you should have any issue regarding this.Thank you

02/25/02:PM Good afternoon Ms***, After researching all documentation sent from The Village Bank, Frontier’s internal documentation and the information sent by you, the following information has been verifiedOn February 22nd two transactions for $were attempted to purchase
tickets on Frontier Airlines website and declinedThe decline is due to the fact that the wrong verification code on the back of the card was either entered incorrectly or entered with a space between the number which generated the reason for the decline in the Frontier systemThe status "Verification Code" in the reservation is the message Frontier receives when the verification code or CIV number on the back of the card was entered incorrectlyBecause this message was generated it’s an automatic indication to the bank or credit card company to automatically hold the funds due to possible fraudThis is the reason why the funds were held by the bank which is indicated on the screen shot you sent me this afternoonFrontier would not request additional authorization from a credit card company without the customers approval, this type of hold is automatic from the financial institution to protect themselves and the consumerBecause this was not an error by Frontier and was self-inflicted, Frontier will not be providing any compensation and we consider this matter closedThank you, ***Manager of Customer Relations