Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/05/12) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. According to our records our Central Baggage Supervisor [redacted] reached out to you via email...

on May 9th. Below is her reply.
We apologize for the delay of your luggage when you traveled with us on March 31st, 2015, from Cleveland, OH to Orlando, FL.

Our records indicate your luggage has been restored to you at this time.

We have requested a refund of the $15.00 bag fee paid on March 30th, 2015. This refund will be credited back to the original form of payment, which is a credit card ending in7592. Please allow 7 days for processing.
We have confirmed that your interim expenses have been reviewed and a check was written on May 9, 2015. You should be receiving the check via US Mail sometime next week.

Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage delay. We hope to serve you again on a future Frontier Airlines flight, under more pleasant circumstances.

Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was issued for the luggage fee of one of my pieces of luggage and a check was sent reimbursing me for items I had to purchase.

Complaint: [redacted]
I am rejecting this response because:Rules are rules however, those rules should not be disguised it should be in bold print
Sincerely,
[redacted]

Final Consumer Response /* (2000, 5, 2015/05/26) */
Hi,
I filed a complaint that has now been resolved. My case # XXXXXXXX. I think it went thru your office, but I can't find anything that says that. Frontier finally credited back the money. Thanks.
[redacted]

07/09/2016 03:48 PM Hello [redacted] Thank you for contacting Frontier Airlines. We have received your complaint from the Revdex.com from July 1st, 2016. For your records, we have included our response to you on July 5th, 2015, regarding your incident from.Kindly,[redacted]Customer Service Specialist Frontier...

Airlines------------------------------------------Hello [redacted]Thank you for contacting Frontier Airlines.Your Wife's FlightI am sorry about the disruption to your wife's travel plans. It is never our intention to delay our customers and we deeply regret any inconvenience in plans this may have caused your wife. My research indicates that your wife was given a voucher of $200. I have included the voucher information in this email for you and your wife's inconvenience.[redacted]I see that a refund of $222.00 was processed on July 3rd, 2016. Please allow 7-10 business days for this amount to reflect back into your account.We appreciate your understanding, and hope to service your travel needs under better circumstances in the future.Kindly,[redacted]Customer Service SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:I understand I am not the end user of their product, however they have NOT made it clear they are willing to reach out  to my daughters regarding a refund for this entire inconvenience.
Sincerely,
[redacted]

Response Channel: Email   10/14/2017 01:25 PMDear [redacted],

Thanks for speaking with me earlier today regarding your missing items and the travel voucher you received after your September 8th trip from [redacted] to [redacted]. I have also reviewed your correspondence with the Better...

Business Bureau and appreciate the opportunity to respond.

First, allow me to again apologize for less than satisfactory service you received after your trip. At Frontier, we strive to have every bag delivered on time and intact and, in this case, it appears that did not occur. I understand the frustration you felt and you mentioned that you accepted the travel certificate because you were still on your trip and didn't want to spend additional time processing a claim based on receipts you may, or may not, have.

I recognize that you may have reconsidered that position and advised you that if you choose to open a claim at this point, I would be happy to open it under the limits of the contract of carriage. Before doing so, however, you wanted to check with your wife to see if she had already attempted to do so separately.

I stand ready to open the claim at your direction. Please advise by return email if you'd like me to have one of my agents process a pilferage claim. As stated, receipts for any missing items will requested. Please don't hesitate to reach out to me personally in this matter if I can answer any additional questions.

Thank you for flying Frontier Airlines and I'll await your response before moving forward should you decide to do so.

Sincerely,

[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/06/01) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I have reviewed your reservation and determined, that you attempted to check in after the...

45 min cut off. You contacted Frontier on 4/24/15 and advised our agent that you were provided an inaccurate flight departure time. You advised this was the reason you arrived after the 45 minute cut off time.
Once a flight is closed our agents are unable to reopen the flight for any passenger who arrives at the counter after the 45 minute cut-off time. The ticket counter agent is then locked out of the computer and does not have the capability to print boarding passes. The gate agent then has control of the flight. While the customer service agent was unable to accommodate your request for late check-in, they are always required to remain professional. I have filed a complaint on your behalf in regards to the rude agent and will forward it to the appropriate management team.
Please be advised that our Contract of Carriages states that all passengers must be checked in with boarding pass in hand no later than 45 minutes prior to departure. If a passenger arrives at the counter after a flight has closed, they are offered the next available flight with open seats. A same day confirmed alternate flight fee will be charged based on the type of ticket purchased. In the event that there are no other flights available for that day, the passenger will be placed on the next available flight on the next available date for the same fee.
We recommend customers arrive at the airport 2 hours prior to their flight's departure in order to help ensure the check in requirements is met. Regrettably, I will be unable to grant a refund as you were not checked in with your boarding pass ** hand at least 45 minutes prior to departure.
Your ticket was not purchased directly through Frontier. It is the responsibility of the ticketing agency to advise the passenger of the fare rules of the ticket they are providing to them. If the passenger purchases a ticket online, it is their responsibility to read the fare rule of the ticket they are purchasing, or they may visit our website to review the Terms and Conditions.
It is through feedback such as yours that we are able to constantly evaluate our services. Thank you for taking the time to write. We hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that although the airline addressed a portion of my concern, they did not address the fact that if the agent would have checked the flight time, they would have seen that it was delayed and that we had the 45 minutes to get to our plane. By hey also did not respond to the fact that it was impossible for me to get ahold of any customer relations staff and that I waited for 3 hours on hold twice from 8a to 11a which is the time they are supposed to receive calls and after my 3 hour hold time I was disconnected. Since they are willing to file a complaint about the rudeness of the staff and for the other issues just mentioned they should be willing to offer some type of compensation. The pathetic response they sent seemed to be excuses as to what they feel is not their responsibility. They should be happy to refund my money for the poor service I received. I will accept the refund of one plane ticket
Final Business Response /* (4000, 14, 2015/06/15) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
According to our flight records, flight 607 on April 24th from Atlanta to Indianapolis was not delayed and had departed within 4 minutes of the scheduled departure time. For this reason, our 45 minute cutoff for check-in and printing boarding passes at our ticket counters would have been 3:40 PM local time. Nevertheless, this does not excuse the behavior you described of our staff. We apologize for the unpleasant experience you had when you were unable to take your flight that day with us.
I would also like to apologize for the hold time you experienced trying to get in contact with Frontier Airlines Customer Relations. We are aware of the long hold times we were experienced and have made adjustments to our phone systems to alleviate this problem. We are very disappointed to hear that after holding for 3 hours that you were disconnected. For this reason, I have issued you a future travel voucher in the amount of $25.00 for you and Rebeka. To redeem your electronic vouchers, visit [redacted] and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher numbers: [redacted]- XXXXXXXXXXXXXXXXX [redacted] - XXXXXXXXXXXXXXXXX. These vouchers must be redeemed by September 12th, 2015, but travel may be booked out as far as Frontier's schedule allows.
Respectfully, we will not be able to provide with a refund of the reservation as it was a non-refundable fare that was purchased. However, you will have a credit that can be used for future travel with Frontier Airlines within one year from the date the reservation was initially booked on, February 8th, 2015. The credit is the amount that you used to purchase the reservation minus a $75 cancellation fee that is automatically applied to the credit. To utilize this credit, you can either book online or over the phone while referencing reservation code [redacted] during the booking process.
Once again, we would like to apologize for the unpleasant experience you and Rebeka had with us. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process.We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Kindly,
[redacted]
Frontier Airlines
Customer Relations Lead
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased.
-Valid for 3 months from the date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance or STRETCH seating.
-Applied toward baggage fees, change fees, or other charges.
-Combined with any other voucher, promotion, or discount.
-Used with group travel
-Redeemed for cash
Other conditions may apply.
If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX

Complaint: [redacted]
I am rejecting this response because: The $50 voucher, which they previously offered me, only helps their business further because it invites me to do business with them again and spend more money on their business. Their offer is insulting.  It says that my time, my inconvenience and the hassle it cost to fly with them are only worth $50, but please come spend more money on our services because we don't offer any service for $50 anyway. There are no flights on their site that are $50.  Moreover, I only have a need for them to fly to Knoxville, TN from San Francisco, CA.  With them only offering seasonal flights to TYS via SFO, this voucher literally has no value to me. I refuse to do further business with a company that is so unprofessional and does not provide a reasonable service to it's clients. Their service, attitude and morale are far below a reasonable expectation for any airline, even an budget airline. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/06/18) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Let me begin by expressing my sincere condolences on the loss of your family...

member.
I'm disappointed to hear about the difficulties you experienced in faxing in documentation to Frontier. I understand how frustrating this must have been and regret any inconvenience this may have caused. According to our records, the fax was received on June 10, 2015.
I sincerely apologize for any misinformation you received regarding the refund of your nonrefundable tickets. Our policy allows for refunds for the death of the ticketed passenger. For travel companions or an immediate family members we will waive the change fee with acceptable documentation which includes a death certificate or letter from the funeral director on funeral home letterhead however, a refund would not be given. While the change fee may be waived any fare difference would apply at time of rebooking. All tickets is valid for one year from the date of issue.
With that said, we have authorized a refund of the tickets in the amount of $340.40 due to the misinformation you received. The refund will be credited to the Visa credit card ending in 1111. Please allow 7-10 business days for the to reflect on your credit card.
We are sorry to hear of the negative experience you encountered when attempting to book one of our discounted fares. There is of course, limited seating and the flights can fill quickly. This can happen in a matter of days or even minutes.
Your continued support is very important to us. We hope to have the privilege of serving your future travel needs under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines

10/12/2016 10:56 AM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I have reviewed your EarlyReturns loyalty account as well as your recent flights and future bookings.  As I'm sure you know,...

the least number of points that can be applied to a flight is 10,000 points.  I see that you have  reserved Flight [redacted] for November 10, 2016 Orlando to Philadelphia and you were able to pay for the flight in full with 10,000 points plus $5.60 for taxes which was charged to your Visa card ending in [redacted].    At this point, the balance in your EarlyReturns account is 541 points.  I see that you have been in contact with our EarlyReturns team on several occasions and they have recommended that you include your EarlyReturns number in the reservation prior to travel, so that your account is always up to date.  I understand that you have attempted to do that and you encountered issues with the website. I will forward your concerns to our website team to see if there is an issue with your account.    I see that recently you have reserved flights using a third party agent like [redacted]  Unfortunately, while those flights still accrue points, you are not able to redeem points when you book through a third party agent.   You mentioned in your complaint that there is a disputed amount of $120.00.  Can you clarify that for me?    My apologies for any inconvenience this has caused you.  We appreciate your loyalty and look forward to seeing you again in November.   Best wishes,   [redacted] Customer Relations Frontier Airlines.

12/23/2016 09:18 AMDear Ms. [redacted], Thank you for contacting Frontier Airlines Central Baggage Service. We have received your correspondence as submitted to the Department of Transportation and the Revdex.com. I appreciate the opportunity to respond. We are sorry to hear of your luggage,...

flight and customer service issues when you traveled on Frontier. Our records indicate one of your delayed bags has been delivered and that the baggage office is waiting for the arrival of your second bag. If you have receipts for authorized covered expenses while your baggage is delayed, those can be turned in to the [redacted] baggage office or scanned and e-mailed to them at: [redacted] On the subject line of the e-mail, please put the word INTERIM, your name and incident/claim number, [redacted]. In the body of the e-mail please provide your full name, contact phone number and address you would like any settlement mailed to. You may reach the [redacted] Baggage Service office directly at [redacted], with any inquiries regarding the interim expense reimbursement. Our records also indicate a refund of $419.20 was processed for to go back to the original form of payment, credit card ending [redacted] on December 17th. Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements. Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely, [redacted]Frontier AirlinesCentral Baggage Specialist

Response Email   03/14/2018 07:38 AM   Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI am sorry to hear that you were unable to travel on March 12, 2018 from Orlando to...

Phoenix. I am really sorry that you fractured your foot.   Refund I have reviewed the letter submitted. Typically, we require the documentation to explain that you are not able to travel for the 90 days that the ticket is valid for a full refund. As a customer service gesture, I have determined that the cancellation fees will be refunded in the amount of $198.00 to your card ending XXXX. Please allow a few days for this to appear in your account. 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

Initial Business Response /* (1000, 6, 2015/12/04) */
Dear Mr. [redacted],
Frontier Airlines is in receipt of your letter to the Department of Transportation, and we appreciate the opportunity to address your concerns.
Please accept our sincere apology for our Miami office not reviewing and...

reimbursing your interim receipts for the golf equipment rental. We have verified with the Miami Management Team that they are unable to locate these receipts.

We will be issuing the reimbursement from Central Baggage and will be sending the reimbursement for $224.50 on Frinday, December 4, 2015, via US Postal Service.
We show that the paid $25.00 bag fee was refunded on November 19, 2015 to a credit card ending in [redacted]
As a customer service gesture, we have provided a $75.00 travel voucher for a discount on a future Frontier flight.
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX
Please be sure your new ticket matches the name EXACTLY as shown below, or the discount may not be recognized.
Last Name: [redacted]
First Name: [redacted]
Amount: $75.00
Redeem by: 06/03/2016
Voucher Terms and Conditions
The voucher is:
Stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier flight.
Only one certificate may be redeemed per ticket.
The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.
Any remaining value after redemption is null and void.
Changes may be made to your reservation after the initial ticketing; however, a change fee and fare difference may apply, depending on the type of ticket purchased.
Valid for THREE (3) MONTHS from the date of issue and may not be extended.
Nontransferable; must be redeemed in the name of the passenger to whom it was issued. When redeeming online, the name on the new reservation must match the name on the voucher exactly: First Last (enter exactly as it appears on voucher)
Applied equally among all passengers in the same reservation when booked online.
The voucher cannot be:
Applied toward baggage fees, change fees, or other charges.
Combined with any other voucher, promotion, or discount.
Used with group travel
Redeemed for cash
For any questions regarding your certificate or to redeem, please visit www.FlyFrontier.com or contact Frontier Airlines Reservations at X-XXX-XXX-XXXX. We are open 24 hours / 7 days a week for your convenience.

If we can be of further assistance, please don't hesitate to contact us via email at: [redacted], or by calling: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm 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,
[redacted]
Central Baggage Supervisor
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/06) */
Dear Ms. [redacted],

Frontier Airlines is in receipt of your letter to the Department of Transportation and the Revdex.com. We appreciate the opportunity to address your concerns.
Frontier would like to offer our sincere apology with the difficulty...

in receiving assistance with reporting and locating your delayed bag. We have filed a formal complaint on your behalf with the customer service management team.

Please accept our sincere apology for the delay of your car seat when you traveled with us on June 13th, 2015, from Cincinnati, OH to Dallas, TX.
We are sorry that we have not been able to locate the car seat. According to our records, the Dallas Baggage Office has settled your claim for the car seat as of July 3rd, 2015.
If we can be of further assistance, please don't hesitate to contact us via email at: [redacted]@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm 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,
[redacted]
Central Baggage Supervisor
[redacted]@flyfrontier.com
[redacted]@flyfrontier.com
XXX-XXX-XXXX
XXX-XXX-XXXX
CRS XXXXXXA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although I disagree, as I am sure thousands of paying travelers are, with your policies of the cut off ... no other airline does such silly things. I hope that if you are planning on staying in business, not only does customer satisfaction become the priority, but your employees are much more customer friendly - especially those traveling with children.  I'll be watching for my credit on the card. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/07/12) */
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 the $[redacted] Award Redemption...

fee when using your Early Returns miles. The fee applies to Base members and varies based on the number of days you book prior to departure. If booked[redacted] days there is no fee, booked XX-XXX days the fee is $**, [redacted] days is $[redacted] and $[redacted] for booking within** days. Your reservation was made on May *, or May ** travel. You can view on our website information regarding miles redemption at http://content.flyfrontier.com/frequent-flyers/.
Your feedback is invaluable as we work to ensure the best possible website experience for our customers and apologize for any difficulty you've experienced with our website. The fee would show up after you input your dates of travel and charge the fee that applies if any. Your comments have been shared with our eCommerce team for review and consideration.
We can assure you we are working to address the issue and restore our speed of service to an acceptable level. Asking our customers to wait on hold for extended periods of time is no more acceptable to us than it is to you. Training of additional reservation agents is our top priority.
Your business is very important to us. We hope to have the opportunity to serve you again on a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

02/20/2017 12:28 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the delay of your checked bag when you travelled on December 22, 2017.   We have refunded your $30.00...

bag fee back to the original form of payment. It takes 7 - 10 business days for processing.   A check has been processed for the items you went out and purchased. You should be receiving payment within the next few weeks.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,   [redacted] Central Baggage

09/27/2016 11:09 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Baggage Policy Our baggage polices are clearly defined on our web site www.FlyFrontier.com.  Bags must be...

checked in 45 minutes before departure.  Your email says that you were late to check in so the agent was not able to accept your checked bag.  The web site goes on to explain that the fees for bags are the most expensive when they are purchased at the gate.  In addition, the web site explains that carry-on bag charges vary based on when you purchase and the fees are non-refundable. Please check out this information at this link Baggage Information on our website.   We are disappointed that you are not satisfied with our position 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 remain consistent in how we administer our policies.   While I am unable to refund your baggage fee, as a one-time customer service gesture, I have issued a $25 voucher that can be used on a future Frontier flight.  The voucher number is [redacted] and it expires on 12/26/16.  While the voucher must be redeemed prior to the expiration date, you can actually fly as far out as the Frontier schedule allows.  Please see below for the redemption instructions.   While I know this may not be the answer you had hoped for, I hope you will use this voucher to fly with us again on Frontier.   Best wishes,  
[redacted] Customer Relations Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after further discussions with Frontier Representative was able to come to an agreement that did not completely satisfy me but it became apparent that they were unwilling to extend anything more than a voucher and refund and reminded me that their obligation ends at attempting to rebook me on a different flight.  I explained to the Frontier representative that they should keep the money that I paid for my tickets in November and book my party on a different airline and pay the difference since they cancelled on me, she informed me that there was no way that would be approved.  I have no intentions of using Frontier in the future other than the voucher offer they have extended to me.  I understand that Frontier is a small, growing airline in a crowded market but I find it incredibly irresponsible to sell tickets on an flight 4.5 months in advance of departure and then decide to discontinue that flight path and cancel everyone's tickets that had been booked on that flight path.  The responsible thing to do would be to honor the tickets that you sold and phase the flight path out.  This is not how a company increases their customer retention percentage.I am most likely going to miss the wedding that I had planned to go to for this trip because this close to departure date prices on other airlines that could meet my needs are almost double what I budgeted and paid for with Frontier.  So I am still I'm still not satisfied with Frontier but this matter can be closed.  Not a great first time experience with this airline and I do not plan to use Frontier Airlines again in the future.
Sincerely,
[redacted]