Frontier Airlines, Inc.

Hello [redacted], 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. We Hear YouI am sorry that there was a misunderstanding with your flight being rebooked on January 23, 2018. As per our phone conversation earlier today, and as a one time customer service gesture, Frontier Airlines was able to re-accommodate you on a flight for tomorrow under reservation #xxxxxx. I hope you have a great flight tomorrow. Please let me know if you have any further questions. Regards,Customer Relations SpecialistFrontier Airlines

Response Email   11/24/2017 12:17 PM   Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry to hear about the difficulty you encountered at the [redacted] airport when you flew from [redacted]...

[redacted].   I understand it must be frustrating to finally arrive at your destination only to wait an usually long time for your baggage to be loaded onto the carousel. I apologize that this was your experience. I've refunded your $60 baggage fees for this portion of your flight to your card. You should see the refund reflected in your statements within 7 business days. I hope we will have the opportunity to provide you with smoother experience in the future.   Kindly,    Supervisor, Customer RelationsFrontier Airlines

09/02/2016 11:16 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to...

maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About YouIt's important for us to keep good relationships with customers like you. In an effort to prove we can do better, I hope you will accept this $100.00 voucher # [redacted] to use as a discount on a future Frontier flight. I am sorry but we do not refund tickets that have been flown on. Come Back SoonI 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! Kind regards, [redacted]Frontier Airlines

Response Email   03/12/2018 04:42 PM Hello [redacted],Thank you for the follow up regarding your cancelled flight on January 27, 2018, when traveling from Tampa to Trenton. 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.Compensation When a flight is canceled due to weather, we are able to refund the passenger for their flight or re-book them on the next available flight. Because you where booked on the next available flight, we are unable to refund the flight.   We are able to reimburse for transportation costs if there is an original itemized receipt. Because you do not have this, we are unable to honor a reimbursement for this expense. Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation.  We Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About You As a customer service gesture I have extended your vouchers to have a expiration date of March 5, 2019. 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. -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX Thank you for sharing your concerns.Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/25) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I understand your frustration with the carry-on situation, and I want you to know we...

are working on finding solutions to this problem.
Not all passengers follow our policies and some attempt to carry on far more than they should. We are, however, aware of the problems associated with those passengers who bring on too many bags and are working closely with airport personnel and flight crews to ensure that carry-on policies are strictly enforced.
Our records indicate you purchased Economy tickets which do not include free carry on bags. Here is a link from our web site advising of bag fees:
http://content.flyfrontier.com/travel-information/baggage
Agents make every attempt to remain consistent with boarding and while it may have seemed like other passengers were able to avoid fees by gate checking bags that exceeded our limits, I can assure you this is not the norm. However, we appreciate your observations and will address this with our Philadelphia airport manager.
You are important to our future, so we appreciate this opportunity to address your concerns. We hope to have the opportunity to restore your faith in our service on a future flight.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fee should be charged or not charged both ways. Same airline should have same rules and policies fo carry-ons. That is my complaint. Economy ticket should not matter apply same rules for fees. Again I'm just one passenger but will not fly you or recommend you to anyone. As I said paid more for baggage then tickets.
Final Business Response /* (4000, 14, 2015/10/18) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
As I mentioned in my previous email, our records indicate you purchased Economy tickets which do not include free carry on bags. You had two carry on bags. Here is a link from our web site advising of bag fees:
http://content.flyfrontier.com/travel-information/baggage
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated earlier in all of my other responses, it is obvious my complaint means very little and I will not be refunded. I've responded to Frontier and have voiced my concerns and reasons. I've told them that they can close the case because they have decided not to refund. Again fees should be charged both ways going and returning, economy ticket or not same policy should apply. Just will fly Frontier again.
Thank you,
[redacted]

10/01/2016 07:10 PM Hello [redacted],   I have received your correspondence from the Revdex.com. Cancellations You are correct that you can cancel a flight free of charge when you do so 24 hours after making your reservation. Since you tried to cancel 2 1/2 weeks after making the reservation, the 24...

hour policy doesn't apply. Our cancellation policies can be found in section 9 part A of the contract of carriage that you agreed to before completing your booking. As much as I'd like to, I am unable to provide further compensation in fairness to other passengers.   We hope to welcome you aboard soon!     Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are disappointed that you are not satisfied with our resolution in this matter. It...

is never our intention to be insensitive to our customers when unfortunate circumstances occur.
Our records indicate you made your reservations with [redacted] Travel and the details for your flight were emailed to [redacted] on February 1, 2015, and were accepted. Compensation is not provided for schedule changes.
To be fair to all of our passengers, Frontier strives to provide this compensation in a consistent manner. We look forward to the opportunity to serve you again under more pleasant circumstances..
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   09/21/2017 05:02 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I want to first apologize for the inconvenience that you had on the website with...

logging in. It is never our intent to have any of this happen on the wesbite, we try and make it easily useable.   Refund I have gone ahead and issued you a refund in the amount of $49.99 for your Discount Den charge. Please allow 2-5 days depending on your banks practices for this to go back into your account. I have also gone ahead and expired your account per your request.   Come Back Soon I hope that you come back and fly with us again soon. I am confident that your next travel experience with us will be a good one!   Regards,    [redacted]
[redacted]

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I understand that your frequent flyer miles have expired and your are requesting for your miles to be reinstated. My research shows that...

68,250 miles on your account expired on March 23, 2016. Mileage accrued in the program will expire if members have not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines MasterCard during any six month period. We contact our customers regarding expiration by email. If your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been received. A maximum of 50,000 miles can be reinstated for one cent per mile with a cost of $500.00. This may only be done within six months of their expiration. Please call our EarlyReturns Department if you are interested in reinstating your miles. You can contact this department at ###-###-####. They're open Monday through Friday, 6:00 a.m. - 8:00 p.m., and Saturday through Sunday, 7:00 a.m. - 6:00 p.m. (MST).If you have additional questions or concerns, please do not hesitate to contact us again. Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 8, 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.
I'm sorry you were unable to make your flight. We do have a strict 45 minute cut-off...

and recommend you arrive 2 hours before your scheduled departure time. The check in reminder with online check in advises that you must have your boarding pass ** hand and any bags dropped by the cut-off for domestic flights. In reviewing the flight history the flight did go out with open seats.
The Economy fare purchased is a non-refundable fare. There is a change fee and you are responsible for any applicable fare difference when making a change. You have the balance of $168.00 to be applied to a new booking by April 21, 2016. This is the total of both fares for $238.00 less both change fees of $150.00 for a total of $88.00 the bag fees paid of $80.00 will also credit for a total of $168.00. Respectfully a refund would not be provided.
We look forward to the opportunity to serve you on a future Frontier flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 10, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will accept the credit towards the airline; however, we do not accept that they are deducting the $150 in change fees. We did not want to cancel/change our flight and we should not be punished on nonrefundable fee because we were told to call this 1-800 number to cancel. We were misguided... I thought we were calling to get a refund by cancelling. We ended up traveling home that afternoon with another airline, because the only option provided to us from Frontier was to wait over 24 hours until the next flight to Dulles. Please include the $150 in the credit to Frontier for a total of $318 in credit.
Final Business Response /* (4000, 12, 2015/08/21) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
While flights in Economy tickets can certainly be cancelled, unless it is done so within 24 hours of purchase, the ticket itself is not eligible for a refund. For flights that are not cancelled in advance of travel, the value of the flight is lost. We apologize for any misunderstanding regarding the rules of the ticket you purchased.
We regret that you were unable to make your flight, however, we are not able to waive the applicable cancellation fee.
We appreciate your understanding, and hope to fly with you again soon.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

Dear Ms. [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. I am sorry to hear about the medical condition of [redacted] and [redacted]'s father. Frontiers policy states if the passenger is unable to travel a...

refund would be honored with proper documentation. If the illness is with someone other than the passenger the $99 change fee would be waived with proper documentation. Please review important fare information on http://content.flyfrontier.com/travel-information/travel-policies The illness is the passenger’s father so a refund would not be honored. As a customer service gesture their itineraries have been cancelled and the $99.00 cancellation fee has been waived. Their credit is in the amount of $168.00 is available for future travel. Fare difference will apply at time of rebooking. Their credit is valid until April 10, 2016 for reservations [redacted] and [redacted]. Travel must be rebooked by those dates, but may be scheduled beyond that date to any destination serviced by Frontier Airlines.When [redacted] and [redacted] are ready to rebook, please contact our Reservations Department at ###-###-#### and provide reservation codes: [redacted] or [redacted]. The credit can also be redeemed online by selecting the "Have a credit with Frontier" option upon checkout.You are a valued customer of Frontier Airlines and we appreciate your support. We hope to welcome you and your daughters onboard a future Frontier Airlines flight.Regards,[redacted]
Customer Relations SpecialistFrontier Airlines

08/16/2016 09:17 PM Hello [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Your Reservation I apologize that you are not happy with our response. Your flight on July 13, 2016 from Memphis (MEM) to San Francisco (SFO) was boarded and flown. We can not offer refunds on flown travel. You have received a refund in the amount of $350.00 for the flight that you were unable to board due to the delay that would have caused you to miss your connection.   I have viewed the receipt you provided however, I have no notes in your reservation regarding a refund of both the MEM - SFO flight and the SFO - MEM flight being offered by the agent at SFO. The only notation I have, is in relation to refunding $350.00 for the flight from SFO - MEM due to the delay.   You stated that "she offered us a FULL refund of the price of the ticket". Your flight from SFO - MEM is one ticket, that is the refund that was processed. Each direction of your flight counts as a single ticket.   I apologize for any miscommunication that may have occurred but unfortunately, in fairness to all passengers, I'm unable to compensate you further.   Regards, [redacted] Customer Relations Supervisor Frontier Airlines

01/30/2017 01:39 PM Dear Ms. [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I have tried contacting you a couple of times this morning but get your voice mail. Please give me a call at [redacted] so I can go over this with you.Sincerely,[redacted]Central Baggage

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
First, I would like to apologize for the unpleasant experience you had when you tried...

booking with us recently. I understand that it must have been very frustrating to see a sale online but not be able to find the fare represented for the dates of the sale. We are disappointed that our phone agents were unable to figure out what was going on and told you that our ad was wrong and that we could not honor the fare sale you saw. We have high expectations of our employees and are disappointed with the behavior you described of our agents. For training purposes, we have made your comments available to the Reservations manager.
Due to the unprecedented popularity of our new routes, along with incredible fare deals, we regret that you may had been inconvenienced when attempting to make a reservation. Please be assured that we take all service disruptions very seriously and are currently evaluating future enhancements to ensure this does not occur again in the future. Should you experience difficulty with booking in future, we hope to provide you with better service over the phone.
Along with our sincere apologies, we have issued an electronic voucher in the amount of $50.00, which provides a discount on your 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: XXXXXXXXXXXXXXXXX. This voucher must be redeemed by September 17th, 2015, but travel may be booked out as far as Frontier's schedule allows.
Thank you again for your comments. 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 value you as a customer and look forward to serving you aboard a future Frontier Airlines 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the offer of a $50 credit for my inconvenience is appreciated, I find the response still unacceptable since the same issue is still present on the site. (Please see the attached pictures).
For example, there is an advertised sale for $39 flights from various locations to various locations. I chose at random [redacted] to [redacted]). While one end of the flight did come up at the sale price, the other end came up at $180.60 although all of the rules for the sale were followed. I thought maybe it was a glitch since I chose round trip, but even when I dropped the first flight and converted it to a one way flight, the price was still $180.60. Once again, not honoring the advertised price although all of the rules were followed.
I tried this also with another flight. [redacted] to [redacted] The flights are being advertised at $59, excluding Friday and Sunday, leaving between 8/22 and 10/20. Although there were some flights at the stated price, when selecting certain days (for instance a Saturday) the prices ranged from $93-183, again, not honoring the advertised price.
Frontier can offer me credit to appease me for the HORRIBLE customer service I received, but I feel that the problem with false advertising is still present.
Final Business Response /* (4000, 9, 2015/06/29) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Please note that when you look at flight on our website for a specific online sale for one route, for example [redacted] to [redacted] for $39, traveling 8/22 through10/20, this sales price does not indicate the our route from [redacted] to [redacted] is that same price of $39 as well. It is just the route of [redacted] to [redacted] for $39 for those specific dates that receives the sales price. The round trip is not part of the sale.
In regards to your second example of [redacted] to [redacted] for $59, you are correct that some of the dates within window are not quoted at that sales price. However, the terms and conditions listed for these sales state that, "Seats are limited at these fares and certain flights and/or days of travel may be unavailable." This can be located at the bottom of our Online Deals page.
I hope this information is helpful and answers some questions you have about our fares. I apologize if we did not clarify this before and that you feel that your concerns were not being addressed.
We hope to serve you soon onboard a future flight.
Kindly,
[redacted]
Customer Relations Lead
Frontier Airlines

12/24/2016 12:04 PM [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I would personally like to apologize for the inconvenience and stress caused by the cancellation of your flight. It is never our intention to delay or cancel flights as we know you have important things to do and places to be.This past weekend we experienced an unexpected amount of snowfall along with freezing temperatures in many cities across the country including our main hub of Denver. This weather caused major delays and cancellations and in turn these delays and cancellations had downline impacts on other flights causing crews to time out and stranding planes in different cities. This was the reason for the cancellation of your flight.After reviewing your file I can see that you requested and received a refund for your flight.  In addition to this refund, I have issued each member of your family a $100 travel voucher good for use on future Frontier flights.  The Vouchers are valid until August 31, 2017 and I have attached instructions on how to redeem these vouchers to the bottom of this email.  The vouchers are listed as follows:Once again I apologize for the inconvenience and stress caused by the delay and cancellation of your flight. I hope you will accept my sincere apology and I hope you come back and give us another chance to serve you on future Frontier flights.Kindly,
[redacted]Customer Care SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: I walked up to the Frontier Airlines counter and no agents from the airline was present for me to print my boarding pass, therefore a sixty dollar voucher means nothing to me and I refused to use it. Its not possible to  honor a refund to the  customer, when the kiosk machines for Frontier Airlines  was not on.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our apology for any confusion when using your EarlyReturns miles for car...

rental. In reviewing it appears your certificate was issued on [redacted] after miles were deducted. Once received you must contact the car rental company to make your reservation at least 24 hours in advance with the coupon code. Frontier has no car rental reservation information only that your miles were used and the coupon emailed to you.
We look forward to the opportunity to serve you again aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   09/21/2017 03:56 PM Hello [redacted],   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.   Based on the notes in your reservation, you had arrived to the check-in counter 45 minutes before departure, and we were unable to check you in.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.   In regards to the $120 for baggage. That was for your checked bag, and as it's weight was over the 50 pound limit it was charged as an oversized bag which is $75. We are unable to refund that $120 disputed amount as everything was done accordingly, and there was no overcharge or mistake made. What I have gone ahead and done is refund the $45 that was originally paid for the bag. That is a $45 refund back to the card ending in XXXX. Please allow 5-7 business days for that to reflect back onto your account. 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,[redacted]

/20/2017 01:38 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We Value Your Business I truly am sorry to hear about the sickness of one your travelers. I hope they happy and healthy now! As a...

one time customer service gesture, I have issued each passenger a $306.20 voucher. ($306.20 * 4= $1,224.80).     These vouchers must be redeemed by May 21st, 2017 but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier'sschedule allows.   Our ApoloigesI apologize again for your past experience, and I hope you will use the discount on your next flight with us. 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!   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines`