Frontier Airlines, Inc.

11/28/2016 08:50 AM Dear [redacted],   Thank you for forwarding the interim receipts for reimbursement. I will process the interim this week and you should receive a check for $99.76 no later than December 9, 2016.   Along with our sincere apologies, we have issued an electronic voucher in the amount of $50.00 each for [redacted], which provides a discount on their next Frontier Airlines 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: [redacted]This voucher must be redeemed by 30November2016, but travel may be booked out as far as Frontier's schedule allows. If you have any questions please call Frontier Reservations at ###-###-####. 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.   Sincerely, [redacted] Central Baggage Supervisor  11/27/2016 08:26 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for your email concerning the interim reimbursement for [redacted], please scan and email the receipts in question directly to me for handling. I will process the interim if the management team at Dulles has not reimbursed. I will be reviewing this claim with the Dulles management team.    My email address is: [redacted]   Unfortunately, we can not reimburse for time and travel. However, I can provide a $50.00 electronic travel certificate each for [redacted] to expire in 1 year from date of issue. These electronic travel certificates are a discount on a future Frontier flight and do not need to be flown on before the expiration date but do have to be applied to a reservation by the expiration date.   If I may be of further assistance, please contact me, Sunday through Thursday, between 7am and 4pm (Mountain Time in Denver, CO) to discuss your complaint.   We value our customers and apologize for any inconvenience the delay of the bags may have caused.   Sincerely,   [redacted] Central Baggage Supervisor Frontier Airlines

10/09/2016 02:17 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our ApologiesI would like to apologize about your last experience with us. I understand you said you called in and talked...

to a agent and they explained to you that you did have everything ready to go for your flight. Unfortunately we don't have any comments or documentation on your reservation.   We ask all customers to arrive at the airport 2 hours before the flight. Not only to check in baggage but just to make sure everything run smoothly.   We hear you! I understand you are asking for a refund for for your flight. We unfortunately are not able to refund your flight due to the fact that that we did book you on the next available flight. Thank you for your patience.   Kindly,   [redacted] Customer Service Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:
My family was at the airport and a kiosk well before the 45-minute cut-off.  They arrived at the airport at 1:45PM for a 3:20PM flight.  I expect a full refund for both flights or I will pursue reimbursement via small claims court.  This is a matter of principal at this point.  Frontier Airlines cannot treat their customers like they did.  I have responded directly to the airline giving them my address, but explained I expected a full refund of the amount spent on airline tickets.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was unable to check in on their app due to a server issue on their end, I was at the counter before cut off - rep refuse to assist
Sincerely,
[redacted]

09/27/2016 02:14 PM Dear Ms. [redacted],   Thank you for contacting the Frontier Airlines Central Baggage Service Office.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are sorry to hear of your...

luggage and customer service issues when you traveled with Frontier.  Our records indicate your luggage has been restored to you at this time.   If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: [redacted],                                                    Please include a short note requesting reimbursement, your claim reference, [redacted], a good contact number, and your permanent address so they know where to send the check. Our records indicate your $30.00 baggage fee was sent for a refund on September 20th.  Please allow 7 days for final processing. The refund will go back to the original form of payment, credit card ending [redacted]. As a customer service gesture,  and for your inconvenience, we are providing you with a $100.00 electronic travel certificate. 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: [redacted].  Issued to [redacted]. This voucher must be redeemed by March 27th 2017, but travel may be booked out as far as Frontier's schedule allows. If you have any questions please call Frontier Reservations at [redacted]. 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 Airlines Central Baggage Specialist

they told me that that had seen that the plane was delay 6 hours and there nothing they can do. I ask for a refund they said we will not refund your money. I missed big meeting, hotel lost ect.

Initial Business Response /* (1000, 7, 2015/12/15) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

We apologize for the maintenance delay and the inconvenience this has caused you...

and your family. When a flight is delayed for over three hours we advise passengers they are able to receive a refund of their delayed flight. We do not refund tickets that have been used (flown), as in your out bound flight.

The agent was incorrect in advising you other wise, I'm sorry for their error. I have forwarded your comments onto our San Francisco station manger to discuss with their agents.

As a customer service gesture I have issued each a $150 voucher for the misinformation and inconvenience we have caused.

As a gesture of apology, we have issued voucher number XXXXXXXXXXXXXXXXX [redacted] 17698050844600001 ([redacted]) and XXXXXXXXXXXXXXXXX [redacted] in the amount of $150.00, which can be applied to your next online booking at www.flyfrontier.com

This voucher must be redeemed by March 14, 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]
Customer Relations
Frontier Airlines
[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.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/28) */
Hello,
I'm satisfied with Frontier's response.
Thanks

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.
Sincerely,
[redacted]

12/21/2016 01:10 PM [redacted], Thank you for your response. I have credited your account, and cancelled your car rental as requested. Your updated balance will be reflected online in 3-5 business days. To view your account online, please visit FlyFrontier.com and login at the top of our home page. If...

you have additional questions or concerns, please contact us again.Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines  12/19/2016 11:09 AM Dear Mr [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. The mileage credit requirement for a week car rental with [redacted] award booking is 45,000. Respectfully, we are unable to honor your request for a 7 day car rental for 18,000 miles as our system will only process award booking redemption with the eligibility requirement.   What We Can Do Although we are unable to honor your request, as a one time customer service gesture we can refund the miles back to the Early Returns account of [redacted].    If you decide you would like your miles refunded your rental car certificates will be voided.   Thank you for your patience, and I look forward to your response.   Best Regards,   [redacted] Customer Relations Specialist Frontier Airlines

03/28/2017 03:55 PMHello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.[redacted], I sincerely apologize you were not aware the ticket is non refundable. We strive to inform all passengers of our policies upon...

booking your flight. I completely understand your frustration, but unfortunately I am not able to offer compensation for your fare. To assure all passengers are treated with equality, compensation is issued based on Frontier policy.  Although I realize this is not the answer you were hoping for, I hope you understand.Kindly,[redacted]

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.
Sincerely,
[redacted]iwasleftwithnootheroptionbuttoacceptastheyarenotwillingtorefundanyofmy...⇄

Initial Business Response /* (1000, 4, 2015/06/25) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We recommend passengers [redacted] 2 hours before scheduled departure, as Frontier has a...

strict 45 minute check-in cut off. In reviewing your reservation I can see that you did check in online however if you were unable to print your boarding pass [redacted] arriving at the airport you would need to do so prior to the 45 minute cut off. Kiosks will not print a boarding pass [redacted] a closed flight, Agents would be unable to reopen the flight to print passes ** check in baggage. Once a flight is closed agents will go to the gate to help with the flight departure.
If a flight is missed, passengers [redacted] offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable. Respectfully we would not reimburse for additional expenses for late check in.
We are committed to providing our passengers [redacted] quality customer service and apologize for any confusion when contacting our reservations department. We have high expectations of our employees and are disappointed with the behavior you described of our reservations agents. For training purposes; we have made your comments available to the reservations manager.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.
Kindly,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:The business did not address the issue nor provide a refund.  It was not made clear the baggage fee was non refundable at the time of purchase.  The business should be ashamed of themselves for this deceptive practice.
Sincerely,
[redacted]

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are committed to providing our passengers with a satisfactory travel experience and I'm sorry to hear that this was not the case when your daughters...

traveled with us from Tampa to New York on January 26th.   It's never our intention to be insensitive when our travellers' plans get disrupted. My research shows that our agents have been working with the passengers to resolve their issue. Unfortunately, I'm unable to provide more information to you regarding the situation as it is proprietary and we're only able to discuss specifics with the people listed on the reservation.   Please be assured that we have been and continue to do everything we can to resolve the situation. I hope you and your family will still consider Frontier for your future travel needs. We look forward to regaining your confidence in our airline on your next flight with us!   Sincerely, Customer Relations Frontier Airlines

04/01/2016 01:20 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Let me begin by expressing my sincere condolences on the loss of your mother and I'm very sorry you missed her funeral. Please accept my...

apology for the cancellation of your flight from Denver to Washington Reagan. This is not a typical occurrence and we are committed to providing our customers the best travel experience, even in the most difficult circumstances. As you're already aware, severe weather and a power outage in Denver caused a number of operational issues for us and other airlines and the need to cancel our flights. We regret the inconvenience you and [redacted] experienced in boarding and de-boarding your flight and the issues you had with the long lines trying to get a flight out before March 27. Be assured our agents were working hard to get our passengers on the first available flight with open seats. It is never our intention to disappoint our passengers. I reviewed your request for a full refund of your ticket. Frontier did not get you to your final destination, and we had booked you on the next available flight back to your original destination, Phoenix.  Your request for the refund of the outbound flight has been approved, however since the flight was flown I am unable to refund the amount back to the original form of payment but instead have a check issued to you. I was able to refund the $30 bag fee and the $36.00 seat fee back to the credit card ending in [redacted], please allow 7 business days for processing. If you would please let me know whose name you would like the check made out to and verify the mailing address of [redacted] [redacted] [redacted] where you would like the check sent to I will send a check request to our accounting department for reimbursement of $515.18. We regret your decision not to recommend Frontier to anyone and hope that in the future we may have the opportunity to restore your confidence in our service onboard a future flight. Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:It seems as this will be a slap on the hand for that crew! they will continue to be rude, bias, and insulting to others who fly with Frontier. We are negating the fact one of the attendants went as far as assaulting me when tugging at my arm unprofessionally. Let’s look into compensation to build a better rapport.I would love to know if all frontier employees are the same or was it just one bad flight! It definitely won’t be on my expense! How bout yours frontier! The NAACP probably would handle this better than the Revdex.com! I know racism when I see it! 
Sincerely,
[redacted]

01/11/2017 02:12 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies Thank you for contacting us and we apologize for the delay in our response. First, I just want to say on behalf of...

Frontier, we are sorry. At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight [redacted] from [redacted].On December 17, we faced severe weather across the **, especially in [redacted]. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days. We know you were counting on us and we take letting you down very seriously. Please be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.Your RefundMy research shows that a refund in the amount of $202.40 was issued to your travel agency's card ending in [redacted] on January 5th. Your travel agency should be able to validate that this has been issued and is now responsible for returning this money to you. In addition, a refund of $70.00 was issued to [redacted]'s card ending in [redacted] on January 5th. Your bank should be able to validate that this has been issued.  What I Can Do 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. However, we’d like to offer you each vouchers for $200 to win your confidence with us back. Each member of your party may use their voucher towards future Frontier travel. Your vouchers expire on March 21, 2017 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]        [redacted]
[redacted]          [redacted] Come Back Soon Thank you again for contacting us about your recent experience. I recognize my response to you 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,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/08/26) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Our records indicate the [redacted] fee you're referring to include change fees, baggage...

fees as well as third party booking fees. You purchased your tickets with a third party, [redacted] While booking your flights they do advise you to contact the airline for additional fees. When booking reservations on Frontiers web site we have pop ups advising of our fees.
I do apologize we are unable to honor your request due to you did not have to purchase seats, we would have assigned seats to you and your party when you arrived at the airport.
Thank you for taking the time to write. 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

Tell us why here... Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Booking I apologize again for the confusion regarding your reservation and understand your frustration. Although you made a payment to the third party agency you booked with ([redacted].), this payment never went through to Frontier. For this reason the system automatically placed your booking on hold awaiting payment. After a certain amount of time, the system will automatically cancel a booking without payment. I apologize if you were misinformed on why your booking was cancelled.   Please let me know if you have any further questions.   Regards,   Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 8, 2015/08/06) */
July 30, 2015
Dear Ms. [redacted],
This is a follow up to our conversation today in regarding the correspondence you submitted with the Revdex.com.
I understand your concerns regarding the reservation made for your son [redacted]...

by CheapOAir. When passengers [redacted] with a 3rd party agency the agency acts on their behalf. As mentioned in our conversation we often do not get passenger [redacted] information and in your reservation F2DVRI the email address provided at the time of booking was [redacted]@CHEAPOAIR.com.
I am sorry for the difficulty you're experiencing with CheapOAir however you would need to contact them regarding the reservation your sister made and the cost.
We look forward to serving you on a future Frontier flight.
Sincerely,
Beth
Customer Relations Specialist
Frontier Airlines
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