Frontier Airlines, Inc.

Response Email 05/18/05:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for getting back to me regarding your recent experience on May 10, while
traveling from Denver to PortlandI am sorry about any confusion due to our kiosks, and I am thankful for the opportunity to assist you further Our Apologies Here at Frontier we work hard to ensure everyone knows what to expect before making their purchase with usI apologize that this was not your experience Third Party BookingWe have fully disclosed our pricing structure to all third party agencies, such as ***While they are required to share this information during the booking process, sometimes it's not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policies Low Fare Done RightKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experienceI know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often What I Can Do As a customer service gesture for the experience you had with our kiosk, I have refunded you the $bag fee onto your card ending in XXXX on May 18, Please allow 7-business days for processing Voucher Per our last email, as a customer service gesture, I have issued you a $voucher that can be used for future Frontier bookingYour voucher expires on August 15, 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*** ***: Voucher # XXXXXXXXXXXXXXXXXXXXX We Value Your Business I apologize again for your past experience, and I highly encourage you to use your voucher and 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

Initial Business Response /* (1000, 6, 2015/09/12) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I apologize for any confusion from our agents
You mentioned you had a copy of
your cell phone bill, please send a copy for review("I cancelled my flight prior to it's departureI have the phone records showing my call")
I await your reply
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just asked for documentationThey have not offered any solution
Final Business Response /* (4000, 14, 2015/10/11) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com
We are unable to honor your request, your $change fee will be waivedWe honored your request in using your ticket even though we were unable to pull the call as a customer service gesture
Regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit I was issued is the credit I was entitled to under your ticketing policies! Now I've wasted countless hours dealing with this and want the $fee waivedThe fact that you are unable to pull the call is yet another failure on your part not mineI showed that the call was made

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety is Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays can be frustrating, but safety
is our top concern and periodically our flights have to be delayed due to this reason Records show flight *** on March 28th from, *** to ***, was scheduled to depart at pm and lifted off at pm for a hour delay. Please accept my apology for the unexpected interruption and any inconvience this may have caused Regrettably, Frontier does not provide compensation for missed events or time sent at the airportCompensation for a controllable delay starts after a delay of hours As a customer service gesture, you were each issued a $voucher to use towards future travelYour vouchers expire on 10/20/17, but you do not have to travel within this time frameTravel just has to be reserved before the expiration date*** ***, *** ***Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again.Regards,Customer Relations SpecialistFrontier Airlines

08/23/11:AM Dear Valued Passenger: Thank you for contacting Frontier AirlinesWe would like to apologize for your recent baggage issueOur records indicate that it is now resolved and your bag fee refundedIf this is not the case and you need further assistance please feel free to
contact our Central Baggage Office at *** *** ***Any agent that answers will be happy to assist youSincerely, *** Central Baggage Specialist Frontier Airlines

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr***,
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 discomfort you experienced when your flight was
disrupted due to the weatherAir traffic control advises when each flight can proceed on the tarmacThey have all up to date weather information and contact each aircraft as to proceeding with weather conditionsI understand your concerns when you received the weather bulletin however they have control as to all aircraft arrival, departures and returnsUnfortunately, items such as strollers and baggage are subject to getting wet when being transferred during inclement weather
We have high expectations of our employees and are disappointed with the behavior you described of our flight crewFor training purposes; we have made your comments available to the Inflight managerThe Dulles station manager will also have your comment available
In reviewing your reservation I see you did receive your refund and able to apply your vouchers to new reservationsBecause the cancellation was due to weather compensation is not provided as this is not within the airlines controlI am sorry for any miscommunication that you would receive a call from upper managementOur Customer Relations department would handle any correspondence and I see you've been responded to by agent ***Information regarding how we handle these situations can be found on our website at http://content.flyfrontier.com/customer-service/customer-protectionsBelow is information provided on the website
Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.)We truly regret that uncontrollable situations may interrupt your travelGiven their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next Frontier flightAlternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket
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

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Ms***,
Thank you for contacting Frontier Airlines Central Baggage
We apologize for your damaged baggage, when you traveled with us on September 22, In spite of our best efforts, damages do occur because of the sheer
volume of baggage and the short transfer timeDamage reports are taken at the airport baggage office within hours of arrival, so that an inspection of the bag can be made, as you indicate reporting
There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Claims Limits and Procedures filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability
Frontier Airlines appreciates your business and apologizes this inconvenienceWe realize how important you are to our future and we value your continued support
Sincerely,
***
Central Baggage
P: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not offering to fix my stroller and car seat! I believe they should fix it at there expenseI want my $dollars back for a new stroller and car seat, I will never be flying on frontier airlines againI also had reported damage right away within the hours, maybe you should have better customer service peopleThey never said we have to report it at the airport!
Final Business Response /* (4000, 10, 2015/10/28) */
PM Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
According to ***'s notes you have submitted pictures of your damaged car seat and strollerCentral Baggage will settle with you directly
Please let me know if you have any additional questions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 12, 2015/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have remburised me for the damage to my stroller and car seat

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records Central Baggage Supervisor *** contacted you to discuss your situation on November 2ndBelow is her follemail
she sent you the same day
Dear Mr***,
Thank you for contacting Frontier Airlines
We apologize for the delay of your luggage when you travelled with us recently
Attached, please find claims for your delayed baggage claim:
Please print, complete and return the claim forms within days of your travel date to Central Baggage via US Mail (suggest traceable mail i.e., certified, priority, *** ** or something similar) or scan via email at: ***
We appreciate your patience as we trace for your luggage and will contact you with any possible matches we find
Sincerely,
***
Central Baggage Supervisor
Frontier Airlines
Please let us know if you have any additional questions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

02/20/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for any misinformation or confusion while trying to select The Works when booking an awards ticket and the agents
were not able to provide the correct information that The Works does not apply to award travel According to our website you would select your flights and when prompted by the Works pclick on "Save Now" to add the bundle to your purchase, you did not receive the pop up since The Works does not apply to mileage ticketsIt also states you can only get the Works when you purchase a flight on www.flyfrontier.com Respectfully, the bag fees are non-refundable Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Kind regards, ***
*** *** *** Frontier Airlines

10/11/12:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize for the delay in responding to your request.I am sorry for any misunderstanding but the only you can accumulate miles in your
account by flying with us I suggest your friend open an account in his own name Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 8, 2015/05/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry that the unsubscribe link didn't process your requestI have forwarded
your information to our Email Administrator to manually unsubscribe your email address
Please let me know if I can be of further assistance
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 10, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint indicated that I needed A COMMITMENT, IN WRITING, THAT MY EMAIL ADDRESS WOULD NOT START GETTING THE ADS THE NEXT TIME I USE IT TO MAKE ANOTHER RESERVATION WITH FRONTIER
THIS WAS COMPLETEY IGNORED IN FRONTIER'S RESPONCE
Final Business Response /* (4000, 12, 2015/06/11) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
When passengers *** at FlyFrontier.com they are automatically opted into our email programUnfortunately, we are not able to accommodate your request for a written commitment that you will not be enrolled if you book with us againHowever, I can assure you that the error you previously experienced with our unsubscribe link has been correctedIf you were to book with us, you can easily be permanently removed from our database again
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 14, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this response BUT I am asking the Revdex.com
to keep this complaint available to reopen....I will be making another reservation with Frontier in the next few months and, IF THE UNSUBSCRIBE OPTION,
ONCE AGAIN, DOESN'T WORK, I would ask the Revdex.com to again add the complaint to their active and public
website

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for any confusion, we advise passengers to be at the gate minutes before departureOur operations report indicates our
flight pushed from the gate at 8:pm
Here is a link from our web site: https://www.flyfrontier.com/travel-information/at-the-airport/
Our records indicate your were refunded was set up in full for your flight to credit card ending in *** and bag fee to credit card ending in *** on December
We look forward to the opportunity to serve you again aboard Frontier Airlines
Regards,
***
Customer Relations Specialist
Frontier Airlines

02/18/08:AM Dear Mr***,As a customer service gesture I can do one of two things***'s ticket value was $227, I can issue a voucher in ***'s name for $($change fee - $227) or I can issue a voucher in your name for $($change fee + $name change -$227).Please advise what voucher you prefer.Regards,***Customer Relations SpecialistFrontier 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,
*** ***

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I apologies for any confusionYou purchased a Economy ticket which is non refundable and has a $change fee for any changes made to the
reservation
The value of your purchased ticket was for $minus the $change fee gives you a flight credit of $in reservation ***
From our web site: http://content.flyfrontier.com/travel-information/travel-policies
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchaseYou can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at ###-###-####.If it has been more than hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at ###-###-####
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 occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following policy
Regards,
***
Customer Relations Specialist
Frontier Airlines

08/04/02:PM Hello ***,Thank you for reaching out to usWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry for any inconveniences you have experienced due to your reservation changesI have taken the
following actions regarding your reservations: Because you did have a $credit for reservation ***, I have applied it to your new reservation, *** $was deducted from your credit, which means you still have $of credit still available to you until September 25, (see detailed instructions below) The $that was charged to your credit card for reservation *** has been refunded back to the cardThis should be reflected on your statement in the next few daysHere is some valuable information about your remaining credit balance: Although the credit must be redeemed by September 25, 2016, you do not need to actually travel by that timeFuture travel may be booked out as far in advance as Frontier's schedule allows The easiest way to apply the remaining balance to a purchase is to book travel through our website, www.flyfrontier.comOnce you get to the payment screen, simply click on the tab labeled, "Have Frontier credit? Add Frontier credit here." The confirmation number associated with the credit is *** Should you have any questions when making your next reservation, I encourage you to contact our Customer Service number for assistance: ###-###-#### I hope this helps and that you had a blast in Vegas! Kindly, ***Customer RelationsFrontier Airlines

06/06/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies On behalf of Frontier Airlines, please accept my sincere apologies for the inconvenience our oversold
flight caused you and ***I understand this was an unacceptable inconvenience and regret the poor treatment and conflicting information you both received. We can do Better Unfortunately Frontier doesn't have agreements with other airlines for re-bookingI apologize that this information was convoyed to *** in an unprofessional way and that she had to wait so long for the next flightBe assured I have logged your description of how poorly things were handled and how upsetting it all was for *** What We Have Done $voucher was issued to *** and she should have received an email with a voucher number and information on how to redeemYou should have also received a check the morning of 6/2/in the amount of $While I recognize this does not change the time and inconvenience lost, I hope we can earn your trust in our services once again. *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because: this information was not posted via Google Flights where I purchased the ticketThe service representative from the airline did not even address this site or verify that this was the case
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Mr***,
We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe appreciate the opportunity to address your concerns
Please accept our apology for the flight disruption
you and your family experiencedThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesIt is never our intention to disappoint our customers
Flight *** from Dulles on July was cancelled due to maintenanceDuring times when we are experiencing cancellations due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations and mealsWe do compensate passengers during mechanical related delays, as you and your family were compensated $200, which is our maximum compensation
We do not reimburse for *** parking fees, pet fees or other airline bag feesOur records indicate a check was issued in the amount of $for hotel and mealsTwo refunds in the amount of $and $a total of $for bag and seat fees
Please accept our sincere apology in which we are unable to grant your requestWe regret that you feel that this was not enough, and are sorry for any frustration this may have caused
We hope you understand that safety for our passengers and crew is always our number one priority and we look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their policy assertionsThe pain and headache my family was subjected to is not acceptableIf we had been independent adults, we would have costed Frontier more than 4x the amount of expense we incurredWe were careful and incurred only those expenses that were required as a consequence of Frontier's failures
We should be paid the minimum of our expenses ($377.94) OR the coverage of independent adults ($711.41), whichever is smaller
To date, Frontier is not taking into account that our travel expenses were reduced as we were traveling as a familyThe are taking advantage of our relationshipThey are discriminating against families
To date we have been paid only $of the $we are rightfully owedI ask once again that Frontier do the right thing and reimburse the $we are owed
The vouchers they have provided are unacceptable given the school schedules of my minor childrenThus they have no value to our family
The requested expenses are reasonable, given the situation
Thanks,
*** ***
Final Consumer Response /* (4200, 12, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The management approved guidelines must be altered because they discriminate against passengers traveling as families
Final Business Response /* (4000, 14, 2015/10/18) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
I'm sorry you're not 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 guidelines of compensation, located under our guest commitment:
http://www.flyfrontier.com/customer-service/customer-commitment
Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

12/24/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our RegretsFirst, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights
over the past few days and we know this is has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Weekend Weather EventLet me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in ***And although the weather problem was short, it forced several delays and ultimate cancellationsWhile we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed themThis had a ripple effect that we are still seeing today and caused more delays and cancellations Our CommunicationsI can understand why you feel as though we were not up front about information on your flightThe honest answer is that we could have done a better job communicating with our front line team so that they could have provided more up to the date informationThey should have been empowered to tell you exactly what was happeningWe were impacted on such a massive scale, up to date information and decisions were moving very quickly leaving our communication confusing and often times inaccurateWe know that is unacceptable Re-accommodation Options Frontier does not have re-accommodation agreements with other airlinesWhen a cancellation occurs due to weather, the only options we have is to fly you on the next flight that has available seats or refund your fareUnfortunately, due to the holiday season, all flights were nearly full Cancellation Fee As all airlines we do charge a cancellation fee, however of course we waive that for situations such as thisI believe our system likely automatically charged you the fee because the one of your flights was still activeIf an agent did this for you then he should have caught thisI am glad it has already been reversed, however I am very sorry for the difficulties in reaching us these past few days Future Communications We are frankly swamped due to last weekends events and I greatly regret how long it has taken to respondNow that your incident has been assigned to me, just respond to my email and it will come directly into my box and not the waiting que Kind Regards, *** * Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/16) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for the delay of your baggage when you traveled with us recentlyIn
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 show your bag arrived and was delivered to you the following dayWe certainly apologize for any inconvenience this delay created for you
Our records show that our *** Baggage Supervisor *** has been in contact with you via phone regarding your delayed baggage situationHer latest update is that she has provided you with claim forms to complete and return to us
If we can be of further assistance, please don't hesitate to call us at: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
Kind regards,
***
Customer Relations Specialist
*** Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My bag was never deliveredI still don't know how I had a confirmation from *** but did not have a seat on the plane
Final Business Response /* (4000, 8, 2015/08/04) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We apologize for any complications you experienced when checking in for your flight with FrontierWe are not able to move forward with a settlement for lost baggage until we receive completed claim formsIf you have any questions regarding your baggage claim, please don't hesitate to call us at: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines