Frontier Airlines, Inc.

10/06/2016 07:33 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   While our agents were unable to accept your checked bag for flight 1133, they are required to remain professional and I'm sorry that wasn't your experience.   As indicated in our August 4 reply to your concerns related to your experience at our ticket counter, we have made your comments available to our Customer Service management team for training purposes. Your comments and those from other passengers help us to identify areas that need to be improved and we're  grateful for your feedback.   We operate our flights under our Contract of Carriage. Please see Section 10. Check-in times, Paragraph D. Time Limit for Checking Bags, which states:   Baggage to be checked must be presented at the airport within the minimum check-in time. Passengers who present baggage after the minimum check-in time may be refused transport. At some airports, the counter may close at the check-in cut-off time, in such cases, passenger and baggage check-in are not permitted after the check-in deadline. In the event that baggage is accepted after the minimum check-in time, the passenger will be liable for any costs and fees for the bag to be delivered in the event that it is not carried on the same flight.   Your request for a waiver of the applicable change fee for your Economy fare has been reviewed and is denied.   Sincerely,   [redacted] Customer Relations Frontier Airlines

Response Email   11/23/2017 07:56 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for any misunderstanding in Frontier's pricing policy and appreciate the opportunity to...

explain.Optional Travel ServicesI can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as use of overhead bin space, or pre-selecting a desired seat in advance. Here at Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point B. Selling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience. Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with us. When booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page. I'm sorry you did not have the opportunity to review expected fees before making your purchase with [redacted].   Third Party BookingWe have fully disclosed our pricing structure to all third party agencies. While they are required to share this information during the booking process, sometimes it's not as clear as it is on our website. Visit Frontier for the most up-to-date and accurate policies.  We Hear YouWe are constantly reviewing our fares, along with our competitors', and have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, even with added fees. Nevertheless, I understand where you're coming from and I'll share your concerns with our Marketing team.Low Fare Done RightKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experience. I know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often.Next time you might consider one of our bundled packages, The Works and The Perks. Each option bundles extra services such as bags and seats in one low price.   In regards to the fourth baggage fee, I can verify that a total amount of $45 was refunded on October 30th, 2017 to a [redacted] ending in XXXX. Additionally, these transactions occurred on your return flight to [redacted].   After reviewing the reservation, I found that the agent who completed your check in on your departure did not assess your checked baggage fees. Please be assured that this is not standard policy for Frontier and that baggage fees are to be assessed in either direction.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

Complaint: [redacted]
I am rejecting this response because: During that time, there were extremely long security lines and we were there over two hours early because of that. We also took advantage of the opportunity to check in online the evening before. However, when we got to the check-in counter, we were told the flight was oversold and there were no open seats left. The party ahead of us as well as the party behind us ,was told the same thing. This left at least three unhappy parties.Regardless of whether or not the flight went out with 19 open seats, we never got an opportunity to get that far.We will not be flying Frontier again, nor will we recommend Frontier to family or friends. To you, we are just a number. We not only missed out on a show we bought tickets to in advance, we also spent much more than expected to fly with another airline--with whom we will be flying from now on.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/06/24) */
Dear Ms.[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm very sorry you were unable to make your flight. If you are unable to make your...

scheduled flight agents at the airport or our reservations department will help accommodate you to the next available Frontier flight for a fee. If you choose not to travel at that time the ticket is left open for you to rebook one year from the date of issue with any applicable fees. This can be used for anywhere Frontier services. While we have discontinued service from Spokane we do service Missoula as an option. The Economy fare purchased is a non refundable fare.
Our reservations agents are available 24/7 at XXX-XXX-XXXX to assist with booking a new reservation with your credit.
We look forward to the opportunity to serve you on Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing our passengers with a pleasant and enjoyable...

flight experience and regret that we fell short of this when you traveled with us on September 29 from Atlanta. We have high expectations of our employees and are disappointed with the behavior you described of our agents.
Each airport is responsible for the management of the Gates, which includes the time between scheduled operations. Airport Operations monitors Gate usage and works with the Airlines to assign or reassign aircraft to optimize Gate capacity.
A Flight Information Display system (FIDS) is a computer system used in airports to display flight information to passengers, in which is operated by each airport. Frontier Airlines has no control over how quickly the airports change the boards.
Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We apologize for the inconvenience you experienced while you were traveling with us. We look forward to the opportunity to serve you again aboard Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

10/20/2016 07:23 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our RegretsI would like to apologize that we are not able to make the refund of the $75.00 due to a name change. I...

understand that you had input you name instead of your mothers name when booking the flight. My records indicate that we also had to make a change to the birthday on the reservation. The reservation was made on October 13, 2016 and there was no change made to the reservation in till October 18, 2016.   We apologize for the inconvenience, we unfortunately not able to refund the $75.00 name change fee.   Thank you for your patience.   Kindly,   [redacted] Customer Service Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: the inci[redacted]t was not weather related. I plan on suing frontier for my additional expenses. I I am going to talk to someone about starting a c[redacted]s action lawsuit if they do not reimburse me for my additional expenses.
Sincerely,
[redacted]

02/14/2017 04:45 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   As per my conversation with your wife [redacted] on January 29, 2017 I had advised her that mileage seats are based upon availability...

and when she was looking for flight in March using the 10,000 miles per person I advised her that the month of March there are a lot of families that are traveling for spring break and these seats do sellout quickly.   I reviewed our website while speaking to [redacted] for flights departing from [redacted] during the month of March and found several dates to and from different locations Frontier flies and found numerous flights that could be purchased using 10,000 miles per direction so that it would cover a round trip ticket for two passengers. [redacted] advised me that those dates are not the days you wish to travel.   I apologize if there was any misunderstanding or misinformation provided from our flight attendant regarding the Frontier [redacted] program. Our flight attendants are required to follow a script when providing the information of our Frontier [redacted] program and part of the script advised passengers how they can earn 40,000 bonus miles after meeting specific guide lines and that it is enough miles to redeem for a roundtrip award flight anywhere Frontier flies.   The brochure that the flight attendant provided you with onboard the aircraft does state that the award seats are capacity controlled and to be flexible with dates and times to maximize your opportunities and that you can redeem miles for award travel on Frontier Airlines flights one way from 10,000 miles.   Along with the brochure you received with the information regarding our mileage program, this information is also listed on our website at www.flyfrontier.com   [redacted] had asked to have her concerns escalated and I sent an email to our Leadership team for review of her concerns. I advised [redacted] that our Leadership team reviewed her concerns and that Frontier would not honor an award travel on a day that seats are not available. Each flight is allocated with a certain number of seats and we cannot override those numbers and we would not provide any additional miles to your account to cover the difference.   I'm sorry you're not happy with our resolution. It's important we are consistent with our policies in order to be fair to all our customers.   Sincerely,   [redacted] Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:
I am extremely disappointed that Frontier has failed to at this point have not reimbursed at least; at minimum the unflown segment of my ordeal of flying with this company. As I hope this will be public displayed; this complaint started on February 29 and still not appropriately taken care of. I have lost money, and more money due to the lack of care this company has displayed. Dealing with Frontier for the first time has been an experience I wish to no one. There is not a drop of dignity with this company. Its logo; “Fly Frontier low fares done right” is ALL WRONG. Frontier is just dead cheap with their customer service … or for that matter the LACK OF customer service. The indignity gets to lack of honor when they have the guts to post that part of the ticket is not-refundable and try to sugar coat with a voucher.   $79.00 (MCI-DEN) FLOWN Travel $79.00 (DEN-MCI) Reimbursed $30.00 (Bag Fee) Refunded $64.99 (Service Fees) Non-refundable TOTAL $252.99     They total cost of the ticket is 282.99… NOW why I am not getting a service fee back for a service that was not served to me???? This is just a non-sense. I believe at this point that Frontier thinks its passengers are stupid. What else can I say?
[redacted]

Initial Business Response /* (1000, 6, 2015/08/13) */
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 on [redacted] from [redacted] due to long...

security lines. While TSA may advise airlines of long security lines flights may not be able to be held. We recommend passengers arrive 2 hours prior to departure. Boarding begins approximately 30 minutes prior to departure if you are not in the gate area at that time you may lose your seat. At 8 minutes prior the flight would be closed. With the Economy fare purchased if you are unable to make your flight you can be accommodated to the next available flight for the $99.00 same day confirmed fee. The $20.00 charge was for your checked bag. Respectfully, there would be no refund as the ticket was used.
In regards to other passengers not being charged, if they had the Classic Plus fare there is no fee or if they were coming from a connecting Frontier flight which was delayed they would not be charged the fee.
We value your support and look forward to serving your future travel needs under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She asked me when I purchased my ticket and I told her about 5 days ago and that's when she Said 99 fee! The other passengers had the same ticket as me I asked them! Plus I paid for my seat number extra! you guys are horrible my family and friends will never fly you again! I'm also going to post all over social media about this horrible experience if my tickets are not refunded. This is Unacceptable customer service! Like I said earlier in my complaint I'm happy it was just me taking your airline and not my husband and four children! I'm going to post what happened on my Facebook now so all of my friends and family can see your response too if this is not refunded back. Thank you
Final Consumer Response /* (4200, 12, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a refund or I will never fly you with again, nor will my entire family!!!! I asked two of the people and they had the same ticket and did and was not charged!!!!! All the lady asked me was when did I but my ticket and I said 5 days ago she said that will be 99 dollars then! So make it right and refund the money!!!
Final Business Response /* (4000, 14, 2015/09/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com 2nd Rebuttal.
As I mentioned in my last email, this is policy. I even provided a link from our web site.
Our policy for check in is no later than 45 minutes at the ticket counter, boarding pass ** hand and bags checked, which you did. Our policy also is being at the gate and ready to board 30 minutes before departure.
All airlines are given a 10 minute window from departure. This is due to Air Traffic Control, if need be they will have flights depart earlier or later. Flight [redacted] pulled from the gate at 7:49, 3 minutes before departure.
The email we send out advises be at the gate 30 minutes before departure, also check your boarding pass, it shows doors close at 7:42.You said you ran to the gate and it was pulling out at 7:48, 6 minutes after the doors closed.
You said the [redacted] line was long; you were in line for 1 hour and 10 minutes. We have no control of [redacted] just like [redacted] has no control of any airline, so for them to say airlines hold flights this is not a true statement for [redacted] to advise passengers. This is why we advise being at the airport two hours before departure.
We are unable to honor your request. 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. However, in fairness to all customers, it is important for us to be consistent when it comes to policy.
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 Business Response /* (1000, 4, 2015/07/15) */
Dear Mr. [redacted],
[redacted] Airlines is in receipt of your Revdex.com complaint, and we appreciate the opportunity to address your concerns.

[redacted] 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.
We have forwarded your complaint to the [redacted] Team for resolution by close of business, [redacted] 2015.
If we can be of further assistance, please don't hesitate to contact us via email at: [redacted], or by calling: XXX-XXX-XXXX [redacted] Mountain time.
Sincerely,
[redacted]
Central Baggage Supervisor
[redacted]
[redacted]
XXX-XXX-XXXX
XXX-XXX-XXXX
CRSXXXXXXA

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records indicate your reservation was made on line. While booking reservations on our web site we have pop ups advising of carry on bag...

fees, checked bag fees as well as seat fees which are all optional. While on the seat page if you scroll to the bottom you can hit continue if you don't have a seat preference. You only purchased a seat for the first leg of your flight not the second leg. Our web site advises of our fees, the itinerary receipt we send out advises of our fees as well as the reminder that is sent out the day before your flight advises of the fees. Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused. Regards, [redacted] Customer Relations Specialist Frontier AirlinesTell us why here...

Tell us why here... 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. What I Can Do My records indicate that a reservation's agent has refunded you your bag fee. In addition, I can offer you a credit shell for $159.60, the remaining amount on your reservation. This credit shell can be applied to future travel with Frontier. Would this be something you are interested in? 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

03/09/2017 05:10 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. My records indicate that on March 1st 2016, with your flight to [redacted]) you purchased Discount DEN. It is a membership that incurs...

a monthly charge to use. As a one-time customer service gesture, since you did not use the membership after it renewed, I am able to refund the $49.99 charge back on to your [redacted] ending in [redacted]. I apologize for the confusion surrounding this situation. I have also cancelled your membership so you will not be charged for Discount DEN again, unless you choose to re-enroll.   Thank you for choosing Frontier! We look forward to welcoming you on another Frontier flight soon!   Best wishes,   [redacted] Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: This money will help me tremendously to pay for my mother's funeral and multiple Buddhist ceremonies. Its the holidays and this is the least you can do to help me and my family financially. All plans are already canceled to pay for this. Please understand. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with us recently. In...

spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you.
Our records indicate that your bag arrived, and was delivered, the following day. We also see that you had the opportunity to discuss your situation with Customer Relations Specialist [redacted] on May 5th. According to her notes a refund was processed for your checked baggage fee. We also see that the issue was escalated to a Lead Agent who declined providing a refund for your used ticket. However, as a customer service gesture a $25 flight voucher was provided.
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 1st, but travel may be booked out as far as Frontier's schedule allows.
If you had any interim expenses while your bag was delayed, please submit your original receipts to us for consideration.
Frontier Airlines, Inc.
Attn: CBS
P. O. Box XXXXXX
Denver, Colorado XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
[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 ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -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

12/30/2016 09:14 AM Dear [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   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, please accept my apology for the unexpected interruption.   A check was issued in the amount of $289.13. There is a 4-6 week processing time for check reimbursements and will be mailed to the address in your file.   Kindly,[redacted]Frontier Airlines

Dear Ms. [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 the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one....

We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers. Please understand the safety of our passengers and crew is our number one priority.

As a gesture of apology, all passengers were provided $100.00. Our records indicate your voucher was reissued to a $200.00 voucher as a customer Service gesture. Your Frontier return flight was also refunded back to your original form of payment.

Your voucher number is [redacted], in the amount of $200.00, which can be applied to your next online booking at www.flyfrontier.com
This voucher must be redeemed by March 5, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
Regards,

[redacted]
Customer Relations
Frontier Airlines

Dear Mr. Sieq,

We have received your rebuttal as submitted to the Revdex.com.

As I mentioned in my previous email, as a gesture of apology, we have issued voucher number [redacted] in the amount of $118.00 (which is the value of your return flight), can be applied to your next online booking at www.flyfrontier.com
This voucher must be redeemed by February 13, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   03/05/2018 02:45 PM Dear Mr. XXXXX,   We have received your letter as submitted to the Revdex.com and appreciate the opportunity to address your concerns.   I'm sorry that on your return flight from LAX-DEN on February 18, 2018 you felt racially...

profiled and discriminated against by a white male flight attendant when you were asked to remove your (unpaid for) bag from the overhead bin and place it under the seat in front of you.    You claim that you paid for an overhead bag, but there is no charge in your reservation for one.  There are numerous ways for the flight attendant to have this information, including in which zone you boarded in.  The flight attendant in question vehemently denies any racial profiling and was following Frontier protocol for saving overhead bin space for the passengers who paid for the space.   I'm sorry your experience as not a more positive experience.  Frontier has a hard earned reputation of providing excellent customer service and it is disappointing when we receive reports of anything less than that.   Frontier is an Ultra Low Cost Carrier and partly what that means is that we charge for ancillary items, such as overhead space, seat choice, checked bags, drinks, etc.  It is how we are able to charge minimally for fares, enabling more people the opportunity for air travel.   I'm sorry you were met with a negative experience.   Kind regards,    Customer Relations Advocate