Frontier Airlines, Inc.

Initial Business Response /* (1000, 6, 2015/10/21) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We truly apologize for the inconvenience your wife *** experienced while
traveling with our airlineOur records indicate this had been forwarded to the appropriate departmentsMost importantly your comments have been shared with our station manager
Frontier Airlines makes every effort to have a wheelchair available for our passengers when there is a requestPlease understand due to availability, there could be a delayBe assured, the wheel chair will be made available as soon as possibleWe apologize for the lack of professionalism and the level of service *** experiencedThis is no more acceptable to us as it was to ***, service provided to the passenger is expected to be of the highest quality
After reviewing your previous emails with one of our agents you stated, "I am unhappy about it,is how this was handled and more so that while I am not look for a hand out or some type of compensation, what I am looking for more in the way of how to prevent this type of situation again." We have taken every step to forward your comments to the appropriate departments and as a customer service gesture a $voucher was issuedAlthough you said you were not looking for compensation you later stated you were insulted by the amount of the customer service gesture
We are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occur
Regards,
***
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that there apologize is not sincere nor do they seem genuine in there responseIt seems that it is what I have heard in the pastAlso this was an email and I original requested a call back from the corporate officeThey also referred back to the original complaint I sent to them before the Revdex.com instead of the complaint I sent through the Revdex.comI was looking for a fair resolution between both partiesOnce again they referred back to the original email I sent to the airline prior to the Revdex.comA dollar voucher does not seam fair for our sideThis airline ignored and denied my wife for reasonable accommodations for her disabilityThis request was made in advance on our reservation and then again at check inNot only was the airline informed in the advance and at check inBut after the first leg of the trip, I contacted the airline and expressed my displeasure with how the first leg wentI was given the same speech ever time but nothing changedYou would think that they would do better to make sure the second leg back home would differentNope, it was notI am looking for something fairI can be mean and ask for our entire flight be refunded back to our credit cardBut I know that is not fair to the airlinesSo I think we need to meet in the middle
Final Consumer Response /* (4200, 12, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate the written response, by issuing a voucher, you are forcing us to use your airline againDo you really think, with all the issues that came along with the flights she took, that we would want to venture down that road again? Four separate opportunities to meets expectations, and this was even after I called to notify you about the first hiccupsIf it had been a fluke, a one-off with a missed wheelchair on her first flight, that would be one thingBut this? This is a repeated failureWhat a horrible first impressionWe gave you due warning when the flights were bookedShe notified your check in agentsShe notified your gate agents (when they would speak to her)What more is she supposed to do?
To be honest, we would like the entire flight purchase refundedHowever, we agree that you provided a service; failing at every opportunity to resolve the known issues, we are willing meet halfwayWe think half of the trip should be refunded at this pointWe want the choice of whether we return to you or not; not being held hostage in a continued relationship in order to utilize the voucher within a set time parameterI don't think issuing a voucher "fixes" the issuesIt just leaves us open to more failed opportunities
Thank you,
*** ***
Final Business Response /* (4000, 14, 2015/11/30) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurWe have apologized for the situation and provided compensationWe are not able to refund your tickets as requested
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records on August 8th I responded to your email complaint
Our
records also indicated *** and *** arrived at the ticket counter at 6:pm for a 7:pm flight, giving them only minutes before their departed
As I mentioned in your previous email, all passengers 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 thing can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departureI'm sorry they got lost at the airport
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 time
You comments have already been submitted
We understand that each passenger has to right to choose which airline they fly but we sincerely hope that you will give us the ability to welcome you onboard a future Frontier Airlines flight, under more pleasant circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

Complaint: ***
I am rejecting this response because: The agent failed to disclose specifics as to how, when, and where the flight delays occurredHer response is vague and callous which indicates their typical responseAgain the nature of this complaint was not adddressedIf the carrier is stating the delay was due to increment weather, then why have they failed to state from where the flight was flying from? A flight from *** could not have been delayed to *** *** for increment weatherGet real and try again! Additionally their ticket agent confirmed it was due to mechanical issuesAnd the mere fact that you refuse to issue a courteous voucher shows how low budget you really are
Sincerely,
*** ***

01/05/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com For security reasons, we are unable to provide a refund to anything but the original form of paymentIf this refund was sent to a closed account, please contact your credit issuerThe transaction will be in their records, likely awaiting a decisionThey will be able to issue your refund to a viable method upon verification of your identity I hope this additional information helps, but if there is anything else we can do for you please do not hesitate to let us know Kindly, *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because: the individual that is responding telling me that reimbursement isn't an option because they provided me with another flight the next day, which they were supposed to do because they closed the gate early and now they're saying that a manager confirmed that the doors closed at 11:49pm which isn't the truth because at 11:I asked the gate agent to call a manager because they closed the door early and one never cameThe airline is trying to offer me a $voucher with them but that doesn't work for me because I won't ever fly with them again because of their lack of professionalism and negligence.
Sincerely,
*** ***

Tell us why here...Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting us about your recent flight experience on December 19, when traveling from Houston to Las VegasI'm
really sorry to hear that the clerk was unable to find a member of your party and that you received bad customer service. Our ApologiesI'm sorry to hear that your cheexperience wasn't as expectedYour description of being told that you would have to buy a new ticket for a member of your party and that the issue would not have been resolved without insisting again and again 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.We Want to Win You Back!Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $50 each to use towards future Frontier travelYour vouchers expire on March 23, 2018, 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. Dxxxxx Cxxxxx Fxxx: xxxxxxxxxxxxxxxxxxxxSxxxxx Cxxxxx Rxxxxx: xxxxxxxxxxxxxxxxxxxxGxxxx dx Sxxx Cxxxx: xxxxxxxxxxxxxxxxxxxxBxxxxx xxxxx Cxxxxx Mxxxx: xxxxxxxxxxxxxxxxxxxxRxxxx Mxxx Cxxxx: xxxxxxxxxxxxxxxxxxxx*** Rxxxxx: xxxxxxxxxxxxxxxxxxxxBxxxxx Sxxxx Cxxxxxx: xxxxxxxxxxxxxxxxxxxxDxxxxxxxx Vxxxxxx: xxxxxxxxxxxxxxxxxxxxCome 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!Kindly,Customer Relations SpecialistFrontier Airlines

08/12/04:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security linesIt's
really is a good idea to get to the airport at least hours in advance of your flightWe offer the option of checking in online hours prior to departure however you still must have your boarding pass in hand and bags checked by the minute cutoff For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change feeI can see the flight did go out with open seats so the flight was not overbooked Respectfully, we would not reimburse other airline tickets for missed cutoff While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.***Customer Relations Specialist Frontier Airlines

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,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I asked him to cancel it and then because I know that flight prices fluctuate if I could cancel online in the futureI would like the phone recording pleaseI also called later in the evening after noticing the flight was NOT cancelled and that representative told me I was minutes too lateMy phone records show, I was on the call for minutesPlease attach the phone recording from both callsI emailed you the time and date yesterdayThank you

Response Email 11/10/11:AM Hello ***, Thank you for getting back to usI am glad to further assist you Our Apologies I'm sorry to hear that your experience wasn't as expectedYour description of our agents is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to youI am going to make sure our Reservation's Management Team hears your experience Customer Service is Key Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated As a gesture of apology for the customer service you received, I have issued you a $voucher to put towards a future Frontier flightWe are not able to give out free baggageI have shown your voucher number below:*** *** ***Your voucher expires on February 8th, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.I 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!Kindly, 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

Complaint: ***
I am rejecting this response because: Not sure what you are seeing in my responsesLooks like you are not getting the entire textWell, as for the "savecode" I used it to book the ticket for which you credited the $50/- voucherSo I am presuming you have the dates I booked itThe saveicon came up in one of your promos and I clicked on it to book the ticket only to find out it did not apply the saving and also did not accept the vouchers I had.Don't know what else I can provideI was drawn in enticed to buying a ticket because of the code and therefore I feel it was a misleading promo to say the least
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/12/22) */
Hello ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our Frontier Airlines MasterCard program is handled by *** *** ***
*** For your security, we do not have any access to your credit card information other than the number of miles sent to us from MasterCardThis is a concern for which you will need to contact *** directlyPlease call their Customer Relations department at X-XXX-XXX-XXXX to address your concerns
If you have additional questions or concerns, please contact us again
Regards,
***
Customer Relations
Frontier Airlines

Response Email 08/17/01:PM Hello ***,We have received your communication with the Revdex.com. Thank you for letting me know about your experience at the airport on July 29, when traveling from *** ** ** ***I'm really sorry to hear that you and your
daughter were unable to take the flight.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 planned.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change feeMy records show that you tried to use our kiosk to check in minutes before departureThey also show that your reservation does not have an email address so we were unable to send you the hour check in email.We Hear YouI understand it's frustrating that our kiosk agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Kindly, *** *** ***
*** ***

Complaint: ***
I am rejecting this response because: this was not how this promotion was stated when I applied for credit card I was sent a response to email and received an apology for misunderstanding and $vouchers The vouchers were a "nice" gesture, I still feel they did not honor what was stated when I signed up for the credit card
*** ***

06/17/02:PM Dear *** ***, 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 the delay of your
luggage when you traveled with Frontier. Our records indicate your luggage has been restored to you at this time If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: [email protected], Please include a short note requesting reimbursement, your claim reference, ***, a good contact number, and your permanent address so they know where to send the check Once your receipts have been received, we will forward your interim request to the station for follwith you If needed, you may reach the Milwaukee Baggage Service office directly at ###-###-####, with any inquiries regarding the interim expense reimbursement The Central Baggage Service Office has requested your $30.00 baggage fee to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processing If 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 time 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

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,
*** ***

Initial Business Response /* (1000, 4, 2015/07/12) */
Dear Ms***,
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 *** a pleasant and enjoyable flight
experience and regret that we fell short of this when you arrived at the Des Moines ticket counter ***Frontier does have a strict ** minute cut-off policy and you must have your boarding pass ** hand and bags dropped by this timeAgents and kiosks are unable to print a boarding pass *** the cut-offBecause of the change made to your reservation you did not have a seat on the flightWe have high expectations of our employees and are disappointed with the behavior you described of our agentsFor training purposes; we have made your comments regarding the unprofessional service you received available to the station manager
In reviewing your reservation it appears that when booking on *** you made a change to the reservation online canceling the flight on *** and adding the flight for***You were emailed the first itinerary with the *** flight then emailed the change with the *** flightI apologize for any confusion when making your reservation, our reservations department is available 24/to assist with any booking questions you may haveRespectfully we would not refund the amount of the ticket purchased for the return flight
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
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

08/31/02:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Per our conversation, we are sorry to hear of the damage to your baggage when you travelled with Frontier Airlines
recently We have refunded both your $bag fees, and as a customer service gesture providing you with a $electronic voucher to be used on a future flight with Frontier 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:pm and Saturday, 8:00am - 4:pm 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution partially satisfies my requestThey have forwarded this message to me directly as well, to which I responded explaining that their proposed solution wasn't completely addressing my complaintTo the latter message I sent, they replied stating that they cannot do anything about itThe remaining of my complaint request will be handled by me not using the services from this business ever again.Thank you for your help with my case
Sincerely,
*** ***

10/06/10:AM Dear ***, Thank you for writing us SchedulesI 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 changesOften times, these updates are necessary for operational purposes, and at times, even reduce costs As a one time consideration, I would like to give you a full refund of your flight on October 11thWould that be something you would be interested in? Please let me know Kindly, *** Customer Relations Frontier Airlines