Frontier Airlines, Inc.

I am rejecting this response because:
I was very clear I do not want to flight again with your airline.  You fail to have a pilot for one hour delay, you fail to communicate that to your guest, you fail to accommodate an ealier flight, you fail to accommodate a disable person when she needed a wheelchair, you fail to provide customer service at the airport leaving you counter and guest stranded, you fail to provide a decent compensation like a hotel stay for having us wait 17 + hours due to poor staffing management. The landing was terrifying and instead of your pilot apologizing he instead tell us we must wait over 45 min in top of all our delays bec another airline was using the gate. No emphathy, just excuses. I was promised a call from your customer service that I didnt received, and well now it takes me reporting you to Revdex.com to get your attention. I deserve a refund for all the trouble, expenses and headaches this has cost me. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: we do not ever wish to fly with your airline ever again, so your vouchers are useless to us.
Sincerely,
[redacted]

Response Email   05/21/2018 10:14 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our ApologiesI know it’s disappointing to finally arrive at the airport, just to find out that your...

flight has been cancelled. We strive to get our passengers to their final destination as timely, and seamlessly as possible. I'm sorry for the unexpected delay, I can only assure you these are not the standards we strive to maintain.   Safety is Our PriorityI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Delays and cancellations can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reason. My research indicates that your delay was caused by a maintenance issue. Please accept my apology for the unexpected interruption.   We Care About You! I am unable to refund your fare price, as I am not able to refund for flown travel. It is important for us to keep good relationships with customers like you. In an effort to make things right, you were issued a $100 voucher XXXXXXXXXXXXXXXXXX. I hope to prove we can do better! Your voucherexpires on August 2, 2018, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further 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 again. I'm confident your next experience with us will be a good one!   Regards, Customer Relations SpecialistFrontier Airlines

Response Email   05/17/2018 07:12 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Voucher As a customer service gesture, I have issued you a voucher in the amount of your flight $47.34...

for future Frontier travel. I have also issued you an additional $25 voucher for the inconvenience this experience has caused you. Your vouchers expire on 8/17/18, but you do not have to fly by then. Just reserve travel. Please see below for further voucher and redemption details.   [redacted]: XXXXXXXXXXXXXXXXXX ($47.34), XXXXXXXXXXXXXXXXXXX ($25)   Please let me know if I can help you with anything else!   Best, Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:The two emails that I received were CONFIRMATION LETTERS and they look exactly the same -  no email informing me that one of the payments was declined was sent from you, nor received by me, nor is it listed on either confirmation emails. Zero notification was given to me regarding this "declined payment". I paid $400 (estimate) in flights and then was forced to use a credit for return flights from PHL to DIA. I lost money in this ordeal, it has caused a lot of stress as well as a major change of travel plans for both myself and my daughter, and I am not happy that I am still dealing with this issue.   Thank you for forwarding this to your supervisor. I definitely think this is a glitch in your online booking system.
Sincerely,
[redacted]

Response Email   05/06/2018 08:23 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our ApologiesI know it’s disappointing to finally arrive at the airport, just to find out your...

layover flight has been cancelled. We strive to get our passengers to their final destination as timely, and seamlessly as possible. I'm sorry for the unexpected cancellation, I can only assure you these are not the standards we strive to maintain.   Safety is Our PriorityI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Delays and cancellations can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reason. Please accept my apology for the unexpected interruption.   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 that. Your description of the gate agent in Austin is concerning and I can only assure you this is not the type of service we strive to provide. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.   Compensation I see that you were compensated on a later flight from Austin to Las Vegas, but our offer was declined. A refund was approved for the missed flight in the amount of $118.24 to the card ending in XXXX. Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices. Because you were offered accommodation, I am unable to reimburse you for flying with an alternative airline. I am very sorry for the miscommunication.   We Care About You! It is important for us to keep good relationships with customers like you. In an effort to make things right, you and [redacted] were originally issued $50 vouchers. As a one time customer service gesture, I have increased your vouchers to $200. I hope to prove we can do better! Your new vouchersexpire on November 4, 2018, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.   [redacted] XXXXX-XXXXXXXXXXXXXXX [redacted] XXXXXXXX-XXXXXXXXXXXXXXXX Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!   Regards, Customer Relations SpecialistFrontier Airlines

Response Email   05/05/2018 06:02 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about your experience on April 6, 2018 when traveling from Denver to...

Las Vegas. I'm really sorry to hear about your bag and the customer service you received.Our ApologiesI'm sorry to hear that your flight experience wasn't as expected. Your description of the interactions you had are concerning and I can only assure you that this is not the type of service we strive to provide. I'm sorry that this happened to you.  Safety is Our PriorityI understand you're flying with us because you have somewhere to be. That'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. Please accept my apology for the unexpected interruption. 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 that. I sincerely apologize for the way your issue was handled by our customer service agents. It sounds like we could have been more helpful in assisting you with getting your bag back. While our agents and flight crew do not personally reach out to our customers, I would like to extend apologies on their behalf. I'm sorry that your experience with our agents wasn't better.   We're Here to Help Customers who check carry on bags are responsible for them. With that said, it is difficult for us to assist efficiently with the return of the bag when it is lost or stolen because their is no bag tag for us to be able to track it by. Nevertheless, I apologize again for the experience surrounding your bag. I advise you, if you haven't already, to file a claim with our Central Lost and Found Office.   We Care About You As a gesture of apology, I have issued you a $50 voucher (#XXXXXXXXXXXXXXXX) to use towards future travel. Your voucher expires on August 3, 2018, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below. Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Response Email   05/09/2018 10:19 PM   Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Discount Den Membership Upon reviewing your concern, it seems that your Discount Den membership...

is active and it will renew on January 4, 2019. On May 8, you had called and spoke to a supervisor in which the supervisor had added the Discount Den to your account. Your membership is under the email, xxxxxxxxxxxxxxxxxxxxxx. Also, your membership ID is: XXXXXXXXXX. We apologize for any inconvenience in the past with your Discount Den membership not working correctly.   I have forwarded your concern to our IT department responsible to ensure this experience isn't repeated. We appreciate your feedback to help us improve as an airline.   Making It Right Please know that we do value you as a customer. In an effort to make things right, as a customer service gesture, we have issued you a $25 flight voucher to use towards future Frontier travel. Your voucher expires on August 9, 2018 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   [redacted] Scott: XXXXXXXXXXXXXXXXXXXXXXXX   We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Response Email   04/14/2018 01:50 PM   Hello [redacted],   We have received your correspondence/communication with the Revdex.com.   Regarding reimbursement, if you could reply with the receipts again, this would be very helpful. The PDF files I received have several blank pages,...

and the pictures are cut off. I am currently unable to process them. However, if you could send them in again perhaps with a different format, I can see about potential reimbursement.   Regarding the voucher, I have reissued the $200 voucher (XXXXXXXXXXXXXXXXXXX) and extended it for a year until 4/14/19. This is the maximum amount and extension of vouchers available.   Regards,Customer Relations SpecialistFrontier Airlines

Response Email   05/20/2018 01:14 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Check-InI understand your frustration in arriving at the airport, only to find long check-in lines....

I know first-hand that navigating an airport can be challenging. We value your time and appreciate your patience as we adjust our staffing needs to make the check in process more efficient for our passengers. It's never our intent to inconvenience you. I'm sorry you experienced a longer wait time then expected. Customer Service is KeyI’m disappointed to hear that the luggage from your flight did not arrive to the carousel in a timely manner. I assure you that your experience is not typical of the standards we strive to maintain. I have forwarded your feedback to our leadership team at the Chicago airport. Be assured that this situation will be reviewed by management and addressed with the staff on duty on the date you traveled.   Customer Care Our employees may take on many obligations at the airport and we staff the baggage carousels as such to allow them to complete other tasks. Please be assured we are in the process of reviewing our personnel needs, especially at our busiest airports, to ensure we are adequately staffed to prevent this from occurring in the future. It's never our intent to inconvenience you.   We Care About You! I'm sorry you incurred additional expenses due to the recent flight disruption you experienced. I understand the inconvenience this has caused. We're unable to reimburse for expenditures like the ones you described. Since the flight was moved, and everyone on the reservation boarded the next flight that was available, we also can not refund any of the fare prices. However, we’d like to offer both you and [redacted] vouchers for $25 to win your confidence with us back. Each member of your party may use this voucher towards future Frontier travel. Your vouchers expire on August 17, 2018, but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details, as well as both of your voucher numbers. [redacted]-XXXXXXXXXXXXXXXX [redacted]- XXXXXXXXXXXXXXXXXX   We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.   Regards,Customer Relations SpecialistFrontier Airlines Response Email   05/20/2018 08:54 PM Hello [redacted],Thank you for the follow up regarding your missed flight on May 11, 2018, when traveling from Orlando to Chicago. I'm really sorry to hear that you are disappointed with our resolution in this matter.Our ApologiesI regret that we were unable to resolve your concerns satisfactorily. It is never our intention to be insensitive to our customers when unfortunate circumstances occur.CompensationCompensation is issued based on the length of the delayed departure. 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.  Your compensation will remain in our system for redemption until it expires on August 17, 2018. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you've experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards, Customer Relations SpecialistFrontier Airlines

Response Email   04/04/2018 01:06 PM   Hello Laura,   We have received your correspondence/communication with the Revdex.com. I'm sorry to hear that you are dissatisfied with our customer service   Duplicate Reservation I have done some research on the situation you described,...

and our records show that the duplicate reservations were both cancelled online. They were not cancelled by Frontier agents.   Refund I understand your frustration with the flight disruption you experienced. Because you flew your flight to Fort Myers, your reservation doesn't qualify for a refund. We are unable to refund for flown travel.   Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Response Email   03/28/2018 06:22 AM   Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for the follow up regarding your experience on March 21, 2018 when traveling from Fort...

Myers to Trenton. I'm really sorry to hear that you are disappointed with our resolution in this matter.RefundMy research shows that a refund in the amount of $89.30 was issued to your card ending in XXXX on March 23, 2018. Please allow a few days for this transaction to post to your account.   Because you flew your flight to Trenton, your reservation doesn't qualify for a refund.ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experienced. Please respond with your original receipt attached for your hotel stay. We will still reimburse for one night as your were told.Your compensation will remain in our system for redemption until it expires on March 21, 2019. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Response Email   03/27/2018 07:38 PM Hello Nicole,   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter. Frontier...

has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It 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 lines. It's for that reason that we require passengers and their baggage to be checked in at least 45 minutes prior to departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight. 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 fee.   The most I can offer is the amount of your one way ticket that was missed in a credit to use towards future Frontier travel.We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Regards,Customer Relations SpecialistFrontier Airlines

Response Email   03/30/2018 02:25 PM    Hello [redacted],Due to our Contract of Carriage flying as a non-revenue passenger you do not qualify to be reimbursed for any expenses incurred to a delayed / missing bag. You have been advised to fill out the forms sent from our CBS department if you had already filled the forms out and sent them in, you should be hearing back from them shortly. Frontier Airlines has no further response to this incident as the terms are agreed upon before flying.Kindly,Customer Relations SpecialistFrontier Airlines

Response Email   05/21/2018 11:45 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our ApologiesI know it’s disappointing to finally arrive at the airport, just to find out...

that your flight has been delayed, especially when it effects your connection flight as well. We strive to get our passengers to their final destination as timely, and seamlessly as possible. I'm sorry for the unexpected delay, I can only assure you these are not the standards we strive to maintain.   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 that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.   Knoxville Flight When flights are delayed or cancelled due to uncontrollable instances such as weather, we do not compensate passengers, as these delays are out of our control. My records show that you were placed on a flight to Knoxville for no charge or change fees as a customer service gesture because you told them you were not able to wait for the next available flight, and so you were able to make it to your mom's wedding. Keeping this in mind, as well as the uncontrollable delay, I am unable to give you any compensation or refunds for your flight. Please accept my apologies for any inconveniences this has caused.   Baggage Claim Unfortunately, I am not trained to handle baggage claims. I will be transferring your request to a trained baggage specialist to help you, and make sure that your bag gets sent to the address specified in your complaint in a timely matter. You should hear from him on this issue tomorrow. Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!   Regards, Customer Relations SpecialistFrontier Airlines Response Email   05/27/2018 03:56 PM  Hello [redacted],   Thank you for your reply concerning your flight delay on May 16, 2018 while traveling from San Francisco to Nashville. I would be more than happy to help you with this issue.   Our Apologies I regret that we were unable to resolve your concerns satisfactorily. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. Please accept my apologies again for the inconveniences you have described to me.   Flight to Denver I understand your frustration with this matter. San Francisco sent you to Denver with the intent of Denver agents finding a flight from there to get to your destination. Since there were no flights going from Denver to Nashville on Thursdays, you were booked on a flight to a sister airport to Nashville, which was to Knoxville. You were put onto this flight without any change fees, or fees for fare difference as a customer service gesture. As I said in my last response, this gesture was all that could be done since it was an uncontrollable delay, as we usually rebook passengers on the next available flight.   What I Can Do It is important for us to keep good relationships with customers like you. In an effort to make things right, you were issued a $50 voucher XXXXXXXXXXXXXXX to use towards future travel. Your voucher expires on August 27, 2018 but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further 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 again. I'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Response Email   05/20/2018 04:19 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for reaching out to us about your issue with the vouchers given as compensation for the...

recent travel disruption that you had with us.   I understand your frustration while finding out that one of the vouchers that you had was void due to an agent error, and ultimately should not have been issued. I do see, however, that you were already able to have this issue resolved by another one of our agents. The additional voucher that you requested was reissued and applied to your new reservation under XXXXXX.   The reason you received two vouchers in the first place is because one was issued by mistake and instantly voided with the other being issued immediately after. Unfortunately these types of agent errors do happen from time to time.   Your two vouchers have been honored on your new booking, with your total compensation reaching the disputed amount of $200. I apologize again for this inconvenience, but I hope that this resolution has helped to reinforce your faith in Frontier.   Regards,Customer Relations SpecialistFrontier Airlines

Response Email   05/08/2018 04:20 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for letting me know about your experience on April 17, 2018 when traveling from Denver to...

Tulsa. I'm really sorry to hear about the lack of notification regarding you cancelled flight as well as the inconveniences it created.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced what you did. I also know that you expect to get where you're going safely. It's never our intent to disappoint or inconvenience our passengers.   Our ApologiesI apologize that you weren't provided with the most up to date information regarding your flight. That is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers updated. I'm sorry that happened to you.ReimbursementI understand you found another way to get to Tulsa. When we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you described.Come Back Soon!I apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier AirlinesResponse Email   05/14/2018 11:42 PM Hello [redacted],   Thank you for your response. It is never our intention to be insensitive to our customers when cancellations occur. However, in fairness to all customers, it is important for us to remain consistent.   Making It Right Please know that we do value you as a customer. In an effort to make things right, I have issued each member of your party Frontier vouchers in the amount of $100 each to use towards future Frontier travel.   [redacted]: xxxxxxxxxxxxxxxxxxxx [redacted]: xxxxxxxxxxxxxxxxxxxxx   Your vouchers expire on August 10th, 2018 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a better one. Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/08/06) */
Dear Ms. [redacted],
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 confusion regarding your daughters baggage. We prefer...

passengers [redacted] their bags as it helps speed up the boarding process. The checked bag fee was paid online for the 2nd bag and agents would have no reason to advise it to be carried. You can ask to have the checked bag fee apply to a carry-on. Passengers [redacted] responsible for knowing if their items are allowed by TSA.
Respectfully, we would not refund the fee as the bag was carried on or reimburse for the perfume. As a customer service gesture we have issued her a $20.00 voucher to be used for future travel. To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX.
This voucher must be redeemed by November 4, 2015 , but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
We look forward to welcoming you aboard a future Frontier Airlines flight.
Kindly,
[redacted]
Customer Service
Frontier Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** 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.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company at least attempted to accept some responsibility for their decision not to allow my daughter to check her bag which resulted in her losing her perfume during security.

Initial Business Response /* (1000, 7, 2015/10/21) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Frontier Airlines recommends customers arrive at least two hours or more prior to...

departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
Our records indicate there is no time stamp from the kiosk, so it doesn't appear you attempted to check in at the kiosk. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 9, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no time stamp because they closed the gate early. Then I was told to see the gate agent who refused to help me. They sent me away and gave me a phone number to call. I was there 45 min before the departure. The poor customer service is why there is no time stamp so this is all asolutely ridiculous and a circular argument.
Final Business Response /* (4000, 16, 2015/11/23) */
Dear Ms. [redacted],
Please let me explain when I reference "Time Stamp", it's a term we use. Anytime your reservation is touched either by an agent or the kiosk machine, the web, etc our system automatically dates and times any activity to every reservation. So someone doesn't physically stamp anything, every thing is recorded ("time stamped") in the history of every reservation.
Please accept our apology for which we are unable to honor your request.

As a customer service gesture, we have issued voucher number XXXXXXXXXXXXXXXXX in the amount of $99.00, which can be applied to your next online booking at www.flyfrontier.com
This voucher must be redeemed by February 18, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.

Regards,

[redacted]
Frontier Airlines
Customer Relations
[redacted]
Just follow these simple steps to redeem your voucher:
1. Visit www.flyfrontier.com and select your flight.
2. On 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 90 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 purchase. Any 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.
Final Consumer Response /* (4200, 18, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because the business extorted money from me and continues to engage in unethical business practices. [redacted] has not acknowledged the fact that the gate was closed early and that is why I was forced to pay $99 in change fees and $60 in cab fees to return home to New York. I comprehend very well what a time stamp is and will go through this again.
I went to the kiosk and attempted to print my boarding pass. The screen read "please see gate agent." I asked one of the Frontier employees why it said that. She informed me that the gate had been closed already. That did not make sense to me because it was still an hour before the flight was scheduled to take off. So that is the first unethical business practice: all the literature and agreements state the gate closes 45 minutes to departure not an hour. So I should not be penalized when I arrived within the specified time. Also its not my fault that you cannot see this time stamp. I subsequently spoke to the gate agent (again not my fault your system doesn't pick it up), who told me they couldn't even re book me because they didn't work on customers flights until 8am and gave me a number to call. I was stranded. The flight gate was closed early and they were sending me away to have the problem solved my someone else.
I have read several HUNDRED complaints by other customers who've experienced similar unethical business practices when using Frontier. I do not want a 99 dollar credit because I will never use Frontier. There is no 99 flight so I would essentially be spending more money with a company who continues to lie and misrepresent themselves and extorted $99 from me.
I want a $99 refund as well as the $60 in cab fees incurred because I already returned my rental car. I was in a city I do not live in. I would be happy to provide the receipts.
I don't understand how a business like Frontier still exists.
[redacted] is clouding the issue with the excuse of a time stamp. I am not responsible for how you choose to run your business and what information is and is not available to you. This is beyond ridiculous and completely unethical.

Initial Business Response /* (1000, 6, 2015/11/02) */
Dear Ms. [redacted] ,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
[redacted] is a travel search engine operated by the [redacted] They...

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 [redacted] etc.
You were linked up to [redacted] to book your flights. Under the fare details it shows the following: All prices in USD, unless otherwise noted
Additional baggage fees and optional service fees may apply. This 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 page. Once 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 request. We 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,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not address the fact that the fee for seat assignment is discriminatory against families of small children.
Our family will not fly this airline again unless this policy is changed.
Final Business Response /* (4000, 14, 2015/12/13) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.

If your party would prefer to be seated together, there are opportunities for advanced seating assignments at the time of booking and during check-in. This is certainly something to consider when traveling with young children.

We also encourage all our passengers to look into adding The Works to their tickets. Many perks are included with the The Works such as refundability, advanced seating, priority boarding, a carry-on and a checked bag!

For more information on The Works please visit http://content.flyfrontier.com/ways-to-save/the-works
Again, we regret any disappointment you experienced in our seating policy.

Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 16, 2015/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I give up. Yes, Frontier Airlines allows for online pre oars selections, that was not the basis of my complaint. My issue is with the fact that I was charged for these seat selections. It's the nickle and diming. Frontier allows people to avoid these extra charges by opting out of selecting your own seats. Unfortunately, with three small children, I do not have the luxury of not pre selecting seats and taking the chance that my small children will be scattered throughout the plane. Therefore, I do not actually have the option to avoid these charges like someone who is not traveling with small children. This is the reason I stated that Frontier is taking advantage of families. The policy is frustrating and discriminatory. I will resolve this issue on my own by not flying Frontier Airlines in the future.