Frontier Airlines, Inc.

02/16/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI appreciate the time you've taken to share your feedbackI wanted to express to you that the communication you
received about your flight *** from *** was incorrectI have reviewed the phone logs, and flight *** was not canceledI am sorry that your travel was delayed until February 11, Making it right I understand your frustration with the flight disruption and miscommunication you experiencedWhile I'm unable to refund for flown travel, in order to make thing right, $vouchers have been issued to you and each of your family membersThese vouchers can be used on future Frontier travelYour vouchers expire on Feb 15, 2018, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details Your Feedback Matters! I apologize again for your past experience, but I highly encourage you to give us the chance to impress you on your next flightI'm confident your next flight will be a vast improvement! Regards, *** Customer Service Frontier Airlines

Initial Business Response /* (1000, 6, 2015/11/13) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We have a strict minutes cut off at the ticket counter and our kiosk, they both
close downOur kiosk time stamp indicates you attempted to check in at 5:for a 6:departure which is only minutes before your flight
You paid $for your bag on the outbound and $for a seat on your out bound flightYou were never charged for a bag or a seat for your return flight so we are unable to refund
We hope to see you on a Frontier flight again soon
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are disappointed to hear about the behavior you describe of our Reservation
Supervisor, OscarWe have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal review
I regret any confusion or misinformation regarding your nonrefundable ticketWhen you booked your original ticket via our website, you chose the Economy fare which is a nonrefundable ticketWhen booking online, our passengers must acknowledge that they have read and agreed to the Terms and Conditions of their ticket, prior to completion of their reservationThese conditions included a $change fee plus fare difference to make itinerary changes
Please know, when making reservations online, customers are acting as their own travel agent and responsible for entering, choosing and confirming their selections before and after purchaseCustomers are required to verify that they are ready to purchase the ticket as booked on two separate occasions prior to the actual purchase and entering their credit card number
Documentation found in your reservation stated that if you chose to cancel your reservation a $change fee would apply and a credit would remain in our system for one year from the date of issue and could be applied to a future reservationIt is also noted that upon rebooking a fare difference may applyWe found multiple areas of documentation in your reservation stating our policy on your refund requestAll documentation stated that a refund will not be provided as you purchased a nonrefundable ticket
According to our records, you made reservation on May 25, to travel between Chicago and Las VegasYou selected a flight departure from Chicago on July 28, and returning from Las Vegas on August 1, Reservation code PY4JRQ
Another reservation was made on May 27, to travel between Chicago and Las VegasYou selected a flight departure from Chicago on July 28, and returning from Las Vegas on July 31, Reservation code TD4N7U
Frontier's policy indicates customers may obtain a full refund for up to hours after the time of purchaseAfter hours have passed from the time of ticket purchase rules for canceling a ticket depend upon the fare purchased, and refunds will not be given for Economy ticketsRegrettably, the cancellation request was not done within our hour refund window therefore, a refund will not be provided
You can use a credit from a cancelled ticket toward the purchase of a new reservationPlease note that Economy fares must be cancelled prior to the departure of a flight in order to retain their value (less applicable fees)Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket
Due to the restriction on your nonrefundable ticket purchase a refund will not be provided nor will the change fee be waivedIn fairness to all customers, it is important for us to be consistent when it comes to following policiesWe understand that this may not be the answer you expected, and we are sorry to disappoint you
Sincerely,
***
Customer Relations Lead
Frontier Airlines

04/12/03:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease accept my sincere condolences for your loss. I understand your concern with the route reduction of the direct flight to
OrlandoAs customer service gesture a refund has been requestedThis will credit back to the card used for payment within business daysYour business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flightSincerely, *** Customer Relations Specialist Frontier Airlines

11/15/04:PM *** We have received your correspondence as submitted to both the Revdex.com and Department of Transportation, and appreciate the opportunity to respond It was a pleasure speaking with you yesterday and I again apologize for any confusion
there may have been when booking Justin's flightsFor all redemption levels and mileage cost, please visit https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ However along with my sincere apologies, we have issued an electronic voucher in the amount of $50, which can be applied towards your next Frontier Airlines flight.To redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: ***This voucher must be redeemed by 2/17/17, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.Please let me know if you have any additional questions.Kindly,***Customer ServiceFrontier Airlines

02/02/04:PM Hi ***, I can understand your frustration with not seeing an error message while attempting to complete your bookingI have forwarded your remarks to our web design team for reviewI understand that you didn't receive onebut in the itinerary emails it says 100% of the time whether the card was accepted or declinedNext time if you make a booking and don't receive a confirmation email, please contact us as soon as possible and we'll send it right awayDay to day fluctuations in price are usually pretty small, but as you experienced the price can change pretty significantly over the course of days Kindly,***Customer Relations SpecialistFrontier Airlines 02/02/12:PM Hello ***, I'm sorry to hear that you weren't satisfied with my previous responseIt is up to the customer to enter the credit card information correctly and confirm that everything is correct on the itineraryPrices can change over the course of days from when you attempted to make the booking to when you called inRespectfully I am still unable to give you the old price in fairness to other passengersWe hope to welcome you aboard soon Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 7, 2015/11/30) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines has a blanket policy to not accept any hoverboards with their
batteries as some of them can be hazardous for air travelAccording to notes in your reservation you were advised of this policy hours in advance of your flightRegardless of the specs for the battery for your specific board, Frontier does not accept any hoverboards at this point in timeThis policy was in effect prior to when you purchased your ticket and is available on our website:
https://content.flyfrontier.com/travel-information/baggage
These items are also known as self-balancing scooters, electric skateboards, drifting boards, and hover boardsLithium-Ion (Li-Ion) powered personal electric vehicles are not accepted for transport under any circumstances
Our records show that you were rebooked to leave from Los Angeles the following dayWe are not able to refund flown tickets or reimburse any of your consequential expenses
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/06/24) */
Dear Mr***,
We have received your correspondence as submitted to the DOT and the Revdex.comWe appreciate the opportunity to address your concerns
Please accept my apology for any inconvenience you experienced when your
flight from New Orleans cancelled on June It is never our intent to delay your travel however for safety reasons occasionally this may be necessaryIf you can please attach the itemized receipts for your hotel and cab fare we will review for reimbursement
We are committed to providing you with a pleasant travel experience and regret this was not your experienceWe have high expectations of our employees and your comments regarding the rude and unprofessional service received during the delay has been made available for station management for training purposes
We hope this isolated incident does not prevent you from flying with us in the future
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, Frontier is telling people different thingsFirst in response to my complaint to the FAA, Frontier stated they would review the receipts and if they chose to would reimburse in 4-weeksTHIS IS UNACCEPTABLEI am not going to finance Frontier for their failure to act responsiblySecond, it is curious to my the anonymity of the response specialistWhere does one send the "files for review" she requestsI do not accept resolution of this matter until such a time as I have been compensated for Frontier's failureI have attached the documents and a letter that I am not sure Frontier has received
Final Business Response /* (4000, 13, 2015/08/10) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to address your additional concerns
In reviewing your information the $check received is for the receipts provided$was noted in errorI did verify with Customer Relations Lead *** that this was correct as you had been contacted by himI'm glad to hear you received your requested reimbursement
Thank you for your patience
Sincerely,
Beth
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 15, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been a nightmare for me over a simple $Frontier Airlines made this process so degrading for me personally, their staff acted irresponsibly forcing me to pursue matters through a third partyI wish there was more that could be done to punish this airline for the gross failingBut alas there is nothingThank you Revdex.com for intercession on behalf of those of us whose voice is never heardI trust their actions through this an many other complaints logged here will somehow reflect in their rating and available for all to seeFrontier Airlines, SHAME ON YOU for not taking your customers complaints seriously and doing something about it

10/04/07:PM Hello ***, Thank you for letting me know about your experience on FrontierWe are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airline.Our ApologiesI understand you're flying with us because you have somewhere
to beThat's a reasonable expectation! I'm sorry to hear about the schedule change to your flightMy records indicate that you did get a refund in the amount of $back to the visa ending in ***I would again like to apologize for the schedule changeWe hope you are able to give Frontier another opportunity in the future Kindly, *** Customer Service Frontier Airlines

Complaint: ***
I am rejecting this response because:This is not acceptable considering the amount of time I have spent with Frontier and continually getting nowhereHad this been before the extremely poor customer service received recently, I may have been okay with itAdditionally, is there no concern with the enormous security fault of Frontier's employees? I am more than frustrated with the way in which things were handled by Frontier of late.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:My wife and I did file a claim with the baggage office immediately following our flight We have been waiting for a call back but have heard nothing My wife was given the number to the baggage office to call if she wanted to check the status of the claim but the line is never answered and nobody ever returns her messages The damage to our stroller was not normal I consider the damage to be caused by gross misconduct and disregard for my personal property I will only accept a resolution in which I am made whole, meaning my stroller is repaired As you noted the $voucher has no cash value and cannot be used to repair my stroller
Sincerely,
*** ***

06/21/08:PM Hello ***, Thank you for informing me about your flight to *** from *** on June 02, I apologize for any misinformation you received Our Apologies I am sorry that our policy for refunds was not fully communicated to youI understand that it is
frustrating to be provided information that does not hold up laterI assure you that these are not the standards we strive for Refund Normally, if a ticket is purchased within days of a flight, it would not be eligible for a full refund via our hour policyInstead, it would be held as a credit and subject to the cancellation feeHowever, because this was not properly expressed in your conversation with our agent, I will make the exception to provide you with a full refund I'd like to offer you a refund in the amount of $Please note that the refund may take a week to be processedOnce the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in *** We Care About YouIt's important for us to keep good relationships with customers like youIn an effort to prove we can do better, you were issued a $voucher (***) to use as a discount on a future Frontier flightYour voucher expires on September 21, 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.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 flightI'm confident your next experience with us will be a good one!Regards,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines recommends customers arrive at least two hours or more prior to
departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand thing can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our minute cut off time
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Other airlines don't require this policy and I wasn't notified of the check cut off from the agency that I booked the tickets fromIf you don't require *** to send this info or a link for early checkin then you shouldn't let them sell tickets on your behalf
Final Business Response /* (4000, 9, 2015/05/18) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We regret you were not able to arrive in time for your flightEvery airline has their own policies regarding when cheneeds to stop in order to achieve an on time departureAt the time of purchase passengers must agree to the Terms and Conditions of the ticket being purchasedThis is true even when using a third party to book travelWe recommend passengers arriving at least hours in advance to ensure there are no issues getting checked in and clearing security prior to departure
I appreciate the time you've taken to share your feedback with usI hope you'll feel free to share any other comments or concerns you may have
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 9, 2015/08/24) */
Dear *** ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for your damaged baggage when you traveled with us on *** *** ***
from *** *** to *** In spite of our best efforts, damages do occur because of the sheer volume of baggage we handle and the mechanized hazards all checked bags faceDamage reports are taken at the airport baggage office within hours of arrival, so that an inspection of the bag can be made
We regret that an agent was not immediately available to take your claimYour written complaint was not received until days after travel so your damage claim should be deniedHowever, please provide photos of the damage your bag sustained, the date you purchased your bag, and if at all possible the receipt from your bagI would like to review this case with our Central Baggage ManagementYou can reply to this email and attach photos or PDFs, or they can be added to your complaint file with the Revdex.com
I look forward to further assisting you
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 13, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the same response from company too and send them additional pictures of suitcase that was destroyed and receipt and hopefully will have resolution .Thank you for your help
Final Business Response /* (4000, 21, 2015/09/16) */
Dear Ms***,
Thank you for contacting Frontier Airlines Central Baggage Service
We are sorry to hear of the damage to your luggage when you traveled with FrontierIn spite of our best efforts, damages occur due to the sheer volume of luggage, short transfer times, and airport baggage delivery systems
Baggage complaints are taken at the airport baggage office within four hours of arrival, so an inspection can be made
After reviewing your attached photos, we have determined the damage shown is not the result of mishandling by Frontier
There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Contract of Carriage filed with the *** *** *** that describes those situations and the limits, or exclusions, of liability such as zippers, zipper pulls, cuts, scratches, scuffs, stains, marks, punctures, dirt and any damage to items attached or protruding from the luggageWe have attached a copy of our Baggage Claim Limits for your reference
As a customer service gesture, we would like to offer you a $travel voucher for your inconveniencePlease let us know if you would like to accept the voucher
Your concerns have been made available for review by our managementManagers are asked to review all feedback and use it to implement product and service enhancements
We appreciate your business and apologize for the inconvenience you experiencedWe look forward to serving you on a future flight, under more pleasant circumstances
Sincerely,
***
Frontier Airlines
Central Baggage Specialist
XXXXXXXXXC

01/16/02:PM Dear ***, First, on behalf of Frontier Airlines, I sincerely apologize for your delayed bag and for any inconvenience your delayed bag has caused Per our telephone conversation today, your bag has been located at the *** warehouse and sent to you via Fed Ex day serviceYour tracking number is *** I've also refunded the $bag fee to your *** card ending ***This refund should reflect within days Should you have further question and/or concerns, please feel free to contact Central Baggage at *** Sincerely, ***

It's telling that they couldn't even get my name rightThis isn't a satisfactory response to my concernThis poor customer experience seems to be a constant amongst their customers. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/06/23) */
Dear Ms***,
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 recentlyIn
spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you
Frontier Airlines does not have any interline baggage agreements with other carriersThis means that we are only able to transport your bags on regularly scheduled Frontier routesWe regret if you were given the impression that we would be able to send your bags to GermanyWe are happy to hear that you have been reunited with your belongings
Our Houston Manager has stated that per your request your bag was sent to San Antonio so that a friend of yours could send the bags to GermanyOur Regional Manager *** has been considering this situation and would like to assist you with the cost of international shipping and your interim expensesI believe he has emailed you requesting receipts that he can review
Please continue working with *** resolve the situation
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experiencedYour reimbursement request has been
approved in the amount of $Your reimbursement check will be sent to *** * *** *** ** *** ** ***Please allow 4-weeks for processing and deliveryCome Back SoonI recognize this does not change the time lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

06/21/08:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the frustration and inconvenience you experienced while traveling with us We are sorry to hear of
property missing from your checked baggage when you recently traveled with Frontier AirlinesBaggage complaints are required to be reported to the airlines via phone or in person within hours of receipt. We do apologize for the inconvenience There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liabilityWe have attached a copy of our Contract of Carriage for your reference We do understand that we fell short of your expectations on your most recent trip to see your father. We are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customersWe can only assure you that your experience is not typical of the standards we strive to maintain Unfortunately, due to our Contract of Carriage limitations, and to be fair to all of our passengers who we hold to the same policy, we will be unable to reimburse you for your missing Rangefinder. However, in light of the baggage mishandling, we do wish to offer a customer service gesture to you and your family As a customer service gesture, we are happy to provide four $electronic travel certificates for the three paid passengers on your reservation as well as your father, who was also inconvenienced, as final resolution of the complaint Please let us know if you would like to accept these travel certificates and we will immediately issue them to you Frontier Airlines sincerely apologizes for the missing item from your bag and the inconvenience this may have caused youWe will contact you if your property is locatedWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, ***