Frontier Airlines, Inc.

Complaint* ***
I am rejecting this response because:There are two reasons.1.The offer they gave contains an outright lieThey claim the miles have been deposited as of September 3rdThe entire reason the complaint was made was that the miles HAD NOT been deposited as of September 6thYou will see this is when the complaint was filedOnce the miles had been deposited I would have thought the matter would be settled, but that leads to reason number The 40,mile offer ended up being extremely deceptive and unacceptable to offer to a consumerMultiple times I was told (on the airplane at the time of application even after requesting clarification AND over the phone with Frontier) that the 40,miles are good for TWO round trip tickets with NO blackout dates subject to availabilityA reasonable person interprets the subject to availability as "you can't use your miles if the flight is sold out"Turns out subject to availability means they don't make seats available for all flightsThis defeats the whole purpose of advertising no blackout datesThis is an extremely deceptive business practice and ended up costing me nearly $1,to buy the tickets they had previously claimed I could use the 40,miles forI would not have made plans to take the flight in the first place without the offer but made a commitment to others I would be at a destination so I bought the tickets I otherwise never would have bought. I have fulfilled my end of the offer and paid Frontier an annual feeI have offered to trade the 40,miles AND all extra miles in my account as a show of good faith in exchange for a refund on the two tickets I boughtThis offer puts me right where I should have been in the first place which was two round trip tickets for the 40,milesThis offer does not compensate me for the extra miles left in my account I am willing to forfeit or for the over hours of correspondence with Frontier and Revdex.com over the phone and email on the matterNot to mention the stress and agitation of feeling like I was taken advantage of. My offer also does not compensate for the fact they have lied now twice about when the miles were posted in my accountThe 40,miles ploy may be unacceptably deceptive, but to essentially call me a liar twice by claiming the miles were already in my account when I made my complaint to the Revdex.com is insulting and yet another issue I should be compensated for. Thank you for taking the time to consider this case
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because this is not acceptable and I have been treated poorly5)time involved with this in addition to my initial complaint is not sufficient.
Sincerely,
*** ***

Hello ***, We have received your email correspondence as well as your correspondence as submitted to the Revdex.comOur records indicate you have been working with *** to rectify the situationHere is a copy of that correspondence: 12/19/02:PM Hello
***, Thank you for contacting Customer RelationsWhile I can't account for decisions that are made by ground operations regarding cancellations, I can try to help you deal with this disruptionOur options are somewhat limited when the flight disruptions are due to inclement weather which is out of our controlWe can either rebook the passenger on the next available flight or we can refund the part of their ticket that was cancelledSince you were rebooked on another flight that was cancelled, I would like to reimburse either your rental car expense or that part of your ticket that was cancelled whichever is greaterThe ticket refund would come to $If the rental car expense is higher and you want that reimbursed, please send me the receipt and I will issue a check for that amountI am very sorry this happened and that your holiday celebration was delayed but I hope to try to make this right as best we canBest wishes, ***Customer RelationsFrontier Airlines

07/01/03:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies We apologize for the delay of your return flight from Omaha and any inconvenience this may have caused you and
your familyUnfortunately, we will not be able to honor your request to refund the whole amount of the price of your return flight ticketThis is because you were able to take the flight from Omaha to DenverSince the flight was ta***, the ticket no longer have any valueAccording to my research the $for the un flown portion of the flight and the $for baggage has been credit back onto your card We apologize again that you missing flight connectionWe hope to have the opportunity to welcome you onboard many future flights with Frontier Kindly, *** Customer Relations Frontier Airlines

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.It is disappointing to hear that your have not been contacted by *** Master Card servicesOur Frontier Airlines Master Card program is
handled by *** (*** Bank Delaware)For your security, we do not have any access to your credit card information other than the number of miles sent to us from Master CardThis is a concern for which you will need to contact *** directlyPlease call their Customer Relations department at ###-###-#### to address your concerns.Respectfully,***Customer Relations SpecialistFrontier Airlines

01/18/02:PM , Hello ***, Thank you for your quick reply Third-Party: My Flight Search I have some good news for you - I have found the source of your disputed $chargeOur records show that the reservation was originally booked through the third-party provider, My Flight Search (www.myflightsearch.com)The company, My Flight Search, is based in *** ***, ***It was not booked directly through Frontier AirlinesWhen you spoke with an agent over the phone, you were speaking with a My Flight Search agent, not a Frontier agent Please know that My Flight Search is a completely separate entity from Frontier Airlines and has their own policies regarding fees that they assess for their own servicesThey are listed on their website, under Terms and Conditions: https://www.myflightsearch.com/terms-and-conditions.aspx I encourage you to dispute your charge with them by either calling their phone number: *** or sending them an email: *** Email Communications Please know, as well, that because this specific reservation was booked through My Flight Search, the email address on file for this reservation was ***This is actually the standard operating procedure for reservations made through a third partyUnless or until the passenger logs on to Frontier's direct website (www.flyfrontier.com) and manually changes the email address to their personal email address, all communications are shared through the third-party providerThis explains why you did not receive emails from Frontier regarding ***'s flightAny email correspondence would have come to you through My Flight Search Customer Care Please know that, since electronic travel vouchers function like a credit, they are not transferrable and I am unable to issue $to your credit card in lieu of the voucherThe voucher is currently, and will remain, available to *** until the expiration date You mentioned that you'd sent emails to Frontier from previous trips in but never received a responseI have searched our database to locate your emails but did not locate any from previous tripsHowever, if you still have them stored in your email account, please forward them to me and I will be happy to assist you with those matters Sincerely, *** Customer Relations Frontier Airlines

12/24/12:PM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI would personally like to apologize for the inconvenience and stress caused by the cancellation of your flightIt is never our intention to
delay or cancel flights as we know you have important things to do and places to be.This past weekend we experienced an unexpected amount of snowfall along with freezing temperatures in many cities across the country including our main hub of DenverThis weather caused major delays and cancellations and in turn these delays and cancellations had downline impacts on other flights causing crews to time out and stranding planes in different citiesThis was the reason for the cancellation of your flight.After reviewing your file I can see that you requested and received a refund for your flight. In addition to this refund, I have issued each member of your family a $travel voucher good for use on future Frontier flights. The Vouchers are valid until August 31, and I have attached instructions on how to redeem these vouchers to the bottom of this email. The vouchers are listed as follows:Once again I apologize for the inconvenience and stress caused by the delay and cancellation of your flightI hope you will accept my sincere apology and I hope you come back and give us another chance to serve you on future Frontier flights.Kindly,
***Customer Care SpecialistFrontier Airlines

I'm so tired of having to explain myself over and overFrontier failed to let me know that the flight was delayedI did not receive a single notification leading up to this tripAs soon as I found out it was delayed I booked another flight with ***There was well over an hour before that flight was to departI went to Frontier after I booked with *** to have my luggage changedThey refused to change my luggageIf Frontier would have had quality customer service at the airport that cared for a customer to be home to their family on time; ON CHRISTMAS, and put forth a little effort to retrieve my luggage, this issue would NEVER HAVE COME UP. This experience is one that I never wish to repeatAs a consumer, I have every right to question my treatment with your companyLeading up to this date it has been less than distastefulAlthough you say that this is being measured by weather delay and not lost time - that is where frontier is failingEvery person should be considered a "case by case" situationI am deeply disappointed in the way I have been treated, and it truly shows just how little Frontier cares about their customers I am thankful for companies like *** that truly appreciate their customers and hold them with the value they deserveAt this point I have realized that Frontier may save someone a penny, but the treatment is just not worth it. I actually have a tripped planned Saturday - 01/30/and just because of the last experience I had with Frontier I chose ***

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear that your flight experience wasn't as expectedYour description of the desk agent's behavior 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. RefundFlights that have been flown are not eligible for a refundWe regret any misunderstanding surrounding this policy. We can refund the portion of the flight that was not flown due to this circumstance in the amount of $Please allow 4-days for this refund to go back to your card ending in xxxx. Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

06/08/02:PM Mr***, We have received your rebuttal as submitted to the Revdex.com (Revdex.com)I'm sorry you felt your concerns were not fully addressed through your correspondence with ***I see from the email string that you were upgraded to Elite status as requested, and that *** also refunded the $redemption fee as requestedIn addition, she added a bonus 5,miles into your Early Returns account, as a gesture of apology for your troublesYou were also asked for more information regarding the flight credit, so we can research furtherWe need the digit PNR, or approximate dates of travel, along with the departure and arrival citiesI believe all of your concerns were addressedIf we can help with anything else, please let us knowThank you, ***
Frontier Airlines

Hello ***, Thank you for contacting Frontier Airlines regarding reservation *** Your Credit I've looked over your reservation and found that you were issued a credit in the amount of $This is the full amount of your booking less the cancellation fees and the travel
insurance purchased through TravelGuard 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: ***If applicable, a credit card will be required for any residual value Come Back SoonI apologize again for your past experience, and we look forward to welcoming you aboard a future Frontier flight Regards,Customer Relations SpecialistFrontier 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,
*** Under the fare details it shows the following: All prices in USD, unless otherwise notedAdditional baggage fees and optional service fees may applyThis part is highlighted "baggage fees and optional service fees "Once you click on that it brings passengers right to Frontiers web site to our baggage fee pageOnce you click off that page you are able to add your personal information along with your credit card information
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

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for the error, we have reinstated their miles*** *** has *** *** has We look forward to the opportunity
to serve them again aboard Frontier AirlinesRegards, *** Customer Relations Frontier Airlines

Dear Mr***, We are in receipt of your correspondence with the DOT and we welcome the opportunity to address your concernsFlights that have been flown are not eligible for a refund despite any delay they may have experienced, and we regret any misunderstanding surrounding this policyWe
are willing to review the call in question, were not able to locate the call from *** ***Would you please provide the number she called from along with a rough estimate of date and timeI await your responseKind regards, *** Customer Relations Specialist Frontier Airlines

05/24/10:AM Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the delay of your luggage when you recently traveled with us. We apologize for the
inconvenience you experienced. We do show that you spoke with *** on May regarding your loss and that claim forms have been sent to you for completion. We do show that we received your claim forms on May 23; however they were returned to you as they were incomplete. Once we receive the completed forms with the requested items of government issued ID's and baggage claim tickets, we will be happy to send your claim for processing. If you have original receipts for interim clothing and toiletry items purchased during your delay, they may mailed to us for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiries. While we are unable to provide a refund for any portion of your fare that was used, we have refunded your bag fee of $25. Please allow 7-business days for it to appear on your original form of paymentWe look forward to receiving your completed claims forms. . Please know that we are continuing to search for your bag; however in the unlikely event that we are unable to find your bag, we definitely want to compensate you appropriately. We thank you for your patience and look forward to hearing from you Sincerely, ***

Initial Business Response /* (1000, 4, 2015/06/23) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Checked bags should be checked under the appropriate passenger's nameIf it does
get checked under another person in the same reservation, it usually does not create any issueHowever, as you experienced, if a bag is delayed the claim process can become complicated when the owner of the bag was not listed on the airline issued bag tagWe apologize that our agent at the ticket counter in Seattle did not correct this mistake when you pointed it out to him
When you deliberately lowered yourself to the floor prior to fainting our flight attendant may have mistaken this as intentional behaviorOur flight crew is responsible for keeping the aisles and galley areas clear for the safety of everyone on boardWe apologize that they didn't initially understand what you were doingIf in the future something like were to occur, please use your call buttonOur flight crews will usually have some ways to help you feel more like yourself without needing to leave your seat
We apologize for the delay of your baggage when you arrived in DetroitIn 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
Our Central Baggage Supervisor *** did not see an open claim either your name of that of your travel companionOn June 17th she called you to discuss your baggage situation and was not able to reach youIf you still need assistance with your baggage or have any questions please call our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time
We hope to restore your confidence on a future Frontier Airlines flight
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns*** is a travel search engine operated by the *** *** CorporationThey search travel sites, from online travel agencies to airlines,
hotel and rental car web sites and show you all the information you need to make the best travel decisionsPassengers click on what they are interested in and you are then linked up either directly to the airline or to a third party travel agency such as ***, *** ***, *** etcYou were linked up to *** to book your flightsPlease understand there are thousands of people pulling flights and reviewing flights, booking flights and releasing them back into inventoryWhen you went to purchase your flight, the $may have no longer been available because someone else may have pulled the last seat and then later decided they didn't want it and then released it and this is why it was back in inventoryPlease accept our sincere apology in which we are unable to grant your requestWe are sorry for any frustration this may have causedWe look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstancesRegards, *** Customer RelationsFrontier Airlines

6/03/03:PM Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I would like to thank you for writing to us about your experience with Frontier Airlines. Your feedback is valuable to us
in continuing to improve as a companyFlight RefundAfter reviewing your file, I can see that you were refunded for your flight, which was delayedI would like to apologize for the inconvenience this delay caused you Discount Den In regards to your request for the refund of your Discount Den purchase, unfortunately I cannot refund the $purchase. The Discount Den program is a year long membership that provides exclusive discounts for members onlyI have attached a link to the terms and conditions of our Discount Den found here: https://www.flyfrontier.com/ways-to-save/discount-den/discount-den-terms-and-con...⇄ We appreciate your business and hope you give us another chance to serve you on future Frontier flights.Sincerely,***Customer Care SpecialistFrontier Airlines

I am rejecting this response because:The "response" by Frontier is empty, lacks any substance and does not merit further argument. I reiterate all prior positions I have taken and fully reject Frontier's position and ask that it be handled and dealt with accordingly. No further discussion or back-and-forth here with this company will bear any fruit at this point, as Frontier consistently fails to state anything factually or substantively meaningful and/or significant, but continues to essentially ramble
Sincerely,
*** ***

08/06/02:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority Your flight was delay over hours due to maintenance issuePlease accept my apologies for the
inconvenience this flight disruption caused you. You and *** have each been issued a $electronic travel voucher Bag Fees Frontier does charge for overhead bin space, but each passenger is allowed to bring (one) personal item on board for free, it must fit under the seat in front of them (think computer bag, purse, small back pack)We have experienced a significant decrease in complaints regarding lack of bin space once we implemented this policy regarding carry on bags and the fees Seats It is certainly not our intent to have our customers uncomfortable. Our seats were designed to have a slight pre-recline to them for the comfort of all our passengers. The only seats that will recline are the stretch seats in the front which have extra leg room to allow for reclining Optional Travel ServicesHere at Frontier, we charge for optional travel services such as carrying on a bag, or pre-select seats and onboard snack and drinksSelling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience and doesn't "include" items you may not want or use Check In Your comments regarding the late arrival of our ticket agents have been logged for the Station managerOur managers use your feedback for training purposes, to take corrective action and to implement product and service enhancements Frontier has a strict minute checut off (8:45am would have been the check in cut off time)Once the flight is close 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 Frontier flight with open seats I regret your reluctance to fly with Frontier Airlines again, and hope for the opportunity to restore your confidence in our services Sincerely, *** Customer Relations Specialist Frontier Airlines