Frontier Airlines, Inc.

They are ignoring my complaintI have been told the recording of the call does not exist, then I was told it does but I can't get a copy of itThey messed up on my reservation and need to give me my money back
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

02/17/10:AM 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 passengersAccording to notes, and various time stamps you were late to check-inI'm sorry you were unable to proceed as planned.Check-InIt really is a good idea to get to the airport at least hoursin 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 fee Refund Issued According to my research, as a one-time customer service gesture, you were given a full refund of your flight ($696.84) and your TWO $vouchers were reinstatedNormally, tickets are subject to forfeiture if you are late to check-in, regardless of purchasing The WorksAny changes to your reservation using The Works must be made hoursprior to your flight's departurePlease allow up to business for your refund to reflect on your account statement We look forward to the opportunity to serve you again aboard Frontier Airlines Kind regards, *** Customer Relations

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,
*** *** ***

Response Email 03/14/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would like to advise you that on the 8th one of our Centralized Baggage agents sent over
forms for you to fill out and submit back to herThat would be the steps in order to get this matter resolved Thanks, Customer Relations Specialist Frontier Airlines

Dear Mr***,We have received your rebuttal as submitted to the Revdex.comYou will need to contact Google for the lack of informationYou did not purchase your ticket on Frontier Airlines web site where we can address any discretion from our web siteWe have no authorization to edit how other web sites provide information on their site.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 RelationsFrontier Airlines

Response Email 09/29/05:PM Hello ***, We have received your correspondence/communication with the Revdex.com regarding your recent flight on 09/26/when traveling from *** *** to ***I'm sorry to hear that you experienced cancellations with us
Refund Request I have done some research on the situation you described, and it appears that you have already received a refund for the amount of $This covered the amount of your cancelled flightAlthough 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 Here To Assist We appreciate the time you've taken to contact us with your concernsPlease let me know if you have any other questionsKindly,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/08/06) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
In reviewing your reservations I can verify the reservation OBBWYN has been refunded
in the amount of $This was done on July 22, to the card ending in I'm sorry for any confusion regarding the refund, we do have a policy that the hours cancel is provided as long as the travel date is outside of days which is what the agent was referring to, however since yours was actually a duplicate it would be refunded
Thank you for your patience
Sincerely,
***
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 not satisfactory to meMy luggage is still damaged and there is nothing on the webpage of frontier stating no damage to luggage handles
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/07/14) */
Dear Mr***,
We have received your correspondence as submitted to the *** and appreciate the opportunity to further 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 and your son traveled with us on from Atlanta to New York and returningWe have high expectations of our employees and are disappointed with the behavior you described of our La Guardia gate agentsFor training purposes; we have made your comments regarding the unprofessional manner in which you were addressed available to the station manager
We do have a strict ** minute cutoff, once it is past the cutoff agents and kiosks are not able to print a boarding pass ** check baggageYou can be placed on the next flight for the $*** alternate flight fee per person
Each passenger ** allowed a free personal item to place at their feet not to exceed *** **The Economy fare does have a fee to cara bag larger than the personal item dimensions and not to exceed ***The baggage fees are prompted during the booking process when booking directMost 3rd party travel agencies have a link when booking to each carrier that shows feesI'm sorry the agency used for booking did not explain or advise to check the websiteRespectfully a refund of the carfee would not be provided
It is important we remain consistent with our policies and your comments regarding not being charged on the outbound flight have been forwarded to station management in Atlanta
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
***

Dear Ms***, We have received your rebuttal as submitted to the Revdex.comOn December flight *** was indeed delayed caused by weather as well as Air Traffic ControlAll information is in our operations reports which is also available to FAAWe apologies for the inconvenience for not being able to get you out on an earlier flight due to our flights were all bookedWe 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 weather & Air Traffic Control policy, We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstancesRegards, *** Customer Relations Specialist Frontier Airlines

Response Email 10/14/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI regret that we were unable to resolve your concerns satisfactorilyIt is never our intention to be insensitive to our customers when unfortunate circumstances occur.CompensationThe airline ticket you purchased are non refundableAlthough 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. Your credit shell will remain in our system for redemption until it expires on October 14, I did extend that credit shell out for a full year to allow more time for you use itAlthough credit shells must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allowsWe Care About YouThank you for sharing your concernsWe hope to see you fly with Frontier Airlines in the future.Regards,
*** *** ***
*** ***

Response Email 02/21/11:AM Hello ***,We have received your correspondence/communication with the Revdex.com regarding your flights for 3/1/and 3/5/when traveling between Philadelphia and MiamiI'm really sorry to hear that you are dissatisfied with our no downgrades
policy, but appreciate the opportunity to explain.Fare 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 try to book a ticket, experience an error page, and then find that same fare at a higher rate Respectfully, we are unable to compensate for the difference you noticedHowever, if you are requesting to cancel your reservation, I would be happy to refund the flight in the full amount paid, $589.80.We Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive pricesAlthough we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from with the error page and I'll share your concerns with our Marketing team.Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one.Kindly,Customer Relations SpecialistFrontier Airlines

07/25/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Schedules I 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 changesSome updates are necessary for operational purposes Desired Settlement As we discussed on the phone we no longer have the flight that you are requestingAlso, as we discussed on the phone we will not accommodate you on another airline because we have processed you a full refundYou are more than welcome to use the money from the refund to book travelWe Care About YouIt's important for us to keep good relationships with customers like youIn an effort to prove we can do better, my research indicates that you were issued a $voucher (***) to use as a discount on a future Frontier flightYour voucher expires on October 15th, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are belowCome Back Soon 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! Regards, *** *** *** ***
*** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Dear Mrs***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records, on June 9th Customer Relations Lead *** responded to your
complaint as filed with the DOTBelow is her response
We sincerely apologize for the inconvenience our delay and ultimate cancellation caused you when traveling with usFlight irregularities can be very challengingThe 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 circumstancesPlease know, we take great care to operate a safe and on time airline
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 schedule
We are disappointed to hear about the poor handling you describe of this unfortunate situationWe understand how frustrating this must have been and apologize for any difficulties you encountered
Frontier is able to provide compensation in the form of travel vouchers as a means to resolve our service issuesAccording to our records, you each were issued two $vouchersRegrettably, we are unable to refund a ticket that has been usedWhile the flight was extremely delayed, we were about to get you from point A to point B
We are sorry for any misinformation you may have received regarding a refund on your used ticketWe have forwarded your comments to our Leadership team for internal follow up and review
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting this resolution! This is the same reply we received beforeI cannot believe that they will not honor what was promised! We were promised a full refund plus two $vouchers per passenger!!! Also, the vouchers have an expiration date of AugustThe expiration dates on the vouchers need to be extended to at least one full yearWe can NOT use these vouchers if they have to be redeemed by august! They are worthless if the expiration dates aren't extendedPlease extend the expiration dates and process the refund we were promised!! I was told by several representatives that if a flight is over hours delayed, the cost of the flight is refundedI expect this to be honored and processed! I refuse to be taken advantage of and refuse to accept this resolutionThis is unbelievable and unacceptable!
Final Business Response /* (4000, 25, 2015/09/06) */
Dear Mrs***,
We have received your third rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We regret any misunderstanding at the airportAs previously explained, your request for a refund has been denied based on the terms and conditions of the ticket you purchasedFor any questions please refer to our Contract of Carriage:
***
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (4200, 27, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not only have a misunderstanding at the airportI was also told by a Frontier representative on the phone that my refund was being processedI was advised that if I didn't receive it within 8-business days to call backWhen I called back, I was transferred until I got disconnectedThat happened several times before I submitted the refund request form that I received from Frontier stating that I was owed a refund due to the canceled flightIt is very unfortunate that you will not process the refund that I was promisedI am even willing to accept half of the promised refund because only the first part of the flight was canceledI will NOT accept your previous explanation and will not be satisfied until I receive the promised refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution although not satisfactory to me is now a mute point. I replied directly to Frontier and never received a second response. I will pay off this card and close the account. The people replying to customer concerns are rude and have no empathy for the customers of Frontier Airlines
Sincerely,
*** ***

Response Email 05/14/11:PM Hello ***, We have received your correspondence with the Revdex.com Our ApologiesYour description of our agents mishandling the situation is concerning and I can only assure you this is not the type of service we strive to provide
I'm sorry that happened to you at the San Juan airport and when the reimbursement was being processedWe certainly understand your frustration with the length of time it all took to get sorted Reimbursement I do apologize for the mistake with the check and reimbursement processI agree that it could have been handled better, and for that, I am sorryFortunately, our records show that the reimbursement check was drafted as of 5/9/ We Care About YouIt is important for us to keep good relationships with customers like youAs a customer service gesture for the confusion and poor service you've received, I have issued you a $voucher (XXXXXXXXXXXXXXXXXXXXXXXXX) to use towards future travelYour voucher expires on 8/11/18, 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.Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Dear Ms***,We have received your 2nd rebuttal submitted to the Revdex.com.There is a size difference between a personal item which is free and a carry on bag which has a fee.Our web site is very clear on the dimensions of both carry on bag size and personal item.From our web site: https://www.flyfrontier.com/travel-information/baggage/Carbag charges vary based on when you purchaseCarbags can be no larger than 10” tall, 16” wide, and 24” long (including handles, wheels, and straps) and no heavier than poundsCarbags must fit in the overhead binEarlyReturns Elite members always receive a free carbag in addition to the personal itemCarfees are non-refundableAs a customer service gesture we refunded one carry on bag, we are not going to refund the 2nd carry on bag.Regards,***Customer Relations SpecialistFrontier Airlines

07/24/12:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThings You Should Know I'm sorry that you've decided not to fly with us in the futureI must inform you that we do not offer cash
refunds for cancellations if the cancellation doesn't meet the requirements for an exception to this ruleIf you can provide me with more information as to why you choose to cancel your flights with us I may be able to provide further assistanceFind out more about our refund policy Kindly, *** Frontier Airlines Customer Relations Specialist

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Ms***
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
KAYAK is a travel search engine operated by the KAYAK Software CorporationThey
search travel sites, from online travel agencies to airlines, hotel and rental car websites and show you all the information you need to make the best travel decisions
Passengers 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 Travelocity, Orbitz, Lowestfare etc
You were linked up to Lowestfare to book your flightsUnder the fare details it shows the following: All prices in USD, unless otherwise noted
Additional 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

Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I'm sorry I'm unable to pull up your reservationPlease send me your reservation code
and your flight numbers
I await your reply
Regards,
***
Customer Relations
Frontier Airlines