Frontier Airlines, Inc.

Complaint* ***
I am rejecting this response because:There are two reasons.1.The offer they gave contains an outright lieThey claim the miles have been deposited as of September 3rdThe entire reason the complaint was made was that the miles HAD NOT been deposited as of September 6thYou will see this is when the complaint was filedOnce the miles had been deposited I would have thought the matter would be settled, but that leads to reason number The 40,mile offer ended up being extremely deceptive and unacceptable to offer to a consumerMultiple times I was told (on the airplane at the time of application even after requesting clarification AND over the phone with Frontier) that the 40,miles are good for TWO round trip tickets with NO blackout dates subject to availabilityA reasonable person interprets the subject to availability as "you can't use your miles if the flight is sold out"Turns out subject to availability means they don't make seats available for all flightsThis defeats the whole purpose of advertising no blackout datesThis is an extremely deceptive business practice and ended up costing me nearly $1,to buy the tickets they had previously claimed I could use the 40,miles forI would not have made plans to take the flight in the first place without the offer but made a commitment to others I would be at a destination so I bought the tickets I otherwise never would have bought. I have fulfilled my end of the offer and paid Frontier an annual feeI have offered to trade the 40,miles AND all extra miles in my account as a show of good faith in exchange for a refund on the two tickets I boughtThis offer puts me right where I should have been in the first place which was two round trip tickets for the 40,milesThis offer does not compensate me for the extra miles left in my account I am willing to forfeit or for the over hours of correspondence with Frontier and Revdex.com over the phone and email on the matterNot to mention the stress and agitation of feeling like I was taken advantage of. My offer also does not compensate for the fact they have lied now twice about when the miles were posted in my accountThe 40,miles ploy may be unacceptably deceptive, but to essentially call me a liar twice by claiming the miles were already in my account when I made my complaint to the Revdex.com is insulting and yet another issue I should be compensated for. Thank you for taking the time to consider this case
Sincerely,
*** ***

06/08/02:PM Mr***, We have received your rebuttal as submitted to the Revdex.com (Revdex.com)I'm sorry you felt your concerns were not fully addressed through your correspondence with ***I see from the email string that you were upgraded to Elite status as requested, and that *** also refunded the $redemption fee as requestedIn addition, she added a bonus 5,miles into your Early Returns account, as a gesture of apology for your troublesYou were also asked for more information regarding the flight credit, so we can research furtherWe need the digit PNR, or approximate dates of travel, along with the departure and arrival citiesI believe all of your concerns were addressedIf we can help with anything else, please let us knowThank you, ***
Frontier Airlines

01/18/02:PM , Hello ***, Thank you for your quick reply Third-Party: My Flight Search I have some good news for you - I have found the source of your disputed $chargeOur records show that the reservation was originally booked through the third-party provider, My Flight Search (www.myflightsearch.com)The company, My Flight Search, is based in *** ***, ***It was not booked directly through Frontier AirlinesWhen you spoke with an agent over the phone, you were speaking with a My Flight Search agent, not a Frontier agent Please know that My Flight Search is a completely separate entity from Frontier Airlines and has their own policies regarding fees that they assess for their own servicesThey are listed on their website, under Terms and Conditions: https://www.myflightsearch.com/terms-and-conditions.aspx I encourage you to dispute your charge with them by either calling their phone number: *** or sending them an email: *** Email Communications Please know, as well, that because this specific reservation was booked through My Flight Search, the email address on file for this reservation was ***This is actually the standard operating procedure for reservations made through a third partyUnless or until the passenger logs on to Frontier's direct website (www.flyfrontier.com) and manually changes the email address to their personal email address, all communications are shared through the third-party providerThis explains why you did not receive emails from Frontier regarding ***'s flightAny email correspondence would have come to you through My Flight Search Customer Care Please know that, since electronic travel vouchers function like a credit, they are not transferrable and I am unable to issue $to your credit card in lieu of the voucherThe voucher is currently, and will remain, available to *** until the expiration date You mentioned that you'd sent emails to Frontier from previous trips in but never received a responseI have searched our database to locate your emails but did not locate any from previous tripsHowever, if you still have them stored in your email account, please forward them to me and I will be happy to assist you with those matters Sincerely, *** Customer Relations Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear that your flight experience wasn't as expectedYour description of the desk agent's behavior is concerning and I can
only assure you this is not the type of service we strive to provideI'm sorry that happened to you Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. RefundFlights that have been flown are not eligible for a refundWe regret any misunderstanding surrounding this policy. We can refund the portion of the flight that was not flown due to this circumstance in the amount of $Please allow 4-days for this refund to go back to your card ending in xxxx. Come Back SoonI apologize again and 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

08/06/02:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority Your flight was delay over hours due to maintenance issuePlease accept my apologies for the
inconvenience this flight disruption caused you. You and *** have each been issued a $electronic travel voucher Bag Fees Frontier does charge for overhead bin space, but each passenger is allowed to bring (one) personal item on board for free, it must fit under the seat in front of them (think computer bag, purse, small back pack)We have experienced a significant decrease in complaints regarding lack of bin space once we implemented this policy regarding carry on bags and the fees Seats It is certainly not our intent to have our customers uncomfortable. Our seats were designed to have a slight pre-recline to them for the comfort of all our passengers. The only seats that will recline are the stretch seats in the front which have extra leg room to allow for reclining Optional Travel ServicesHere at Frontier, we charge for optional travel services such as carrying on a bag, or pre-select seats and onboard snack and drinksSelling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience and doesn't "include" items you may not want or use Check In Your comments regarding the late arrival of our ticket agents have been logged for the Station managerOur managers use your feedback for training purposes, to take corrective action and to implement product and service enhancements Frontier has a strict minute checut off (8:45am would have been the check in cut off time)Once the flight is close our agents are unable to reopen the flight to print passes or check in baggageIf a flight is missed, passengers are offered the next available Frontier flight with open seats I regret your reluctance to fly with Frontier Airlines again, and hope for the opportunity to restore your confidence in our services Sincerely, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/18) */
Dear Ms***
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate your purchased your ticket with a third party agency,
*** Under the fare details it shows the following: All prices in USD, unless otherwise notedAdditional baggage fees and optional service fees may applyThis part is highlighted "baggage fees and optional service fees "Once you click on that it brings passengers right to Frontiers web site to our baggage fee pageOnce you click off that page you are able to add your personal information along with your credit card information
Please accept our sincere apology in which we are unable to grant your requestWe are sorry for any frustration this may have caused
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

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

Dear Mr ***,
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 things 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
Regards,
***
Customer Relations Specialist
Frontier Airlines

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,
*** ***

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for any confusionAccording to the notes in your reservation, it was only one carry on bag that was in questionNotes state a
refund was requested for the 2nd carry on bagFrom our web site: https://www.flyfrontier.com/travel-information/baggage/ Carbag charges vary based on when you purchaseCarbags can be no larger than 10” tall, 16” wide, and 24” long (including handles, wheels, and straps) and no heavier than poundsCarbags must fit in the overhead binEarlyReturns Elite members always receive a free carbag in addition to the personal itemCarfees are non-refundableAs a customer service gesture we have set up a refund for one $carry on bag to go back to credit card ending in We value your business and hope to have an opportunity to restore your confidence in our service on boardRegards, *** Customer Relations Specialist Frontier Airlines

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,
*** ***

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

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, 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

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, ***

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

Response Email 09/30/05:PM Hello ***,Thank you for letting me know about your boarding issues on September 24th when traveling from *** to ***I'm really sorry you felt our staff were unable to assist you.Our ApologiesI'm sorry to hear how things turned out when
you arrived at our check in counterFrontier has a strict minute cut off for cheand once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedThird Party BookingWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines there are multiple pop-ups that disclose all anticipated fees as well as information regarding boarding before getting to the payment pageI'm sorry you did not have the opportunity to review expected costs and policies before making your purchase with a third party booking agencyWe make sure to provide all information to these agencies regarding bookings, I apologize you were not fully given this informationCheck-InI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor 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 Refund/Credit We are not able to honor your request for a refund of the fareOnce purchased, tickets are non-refundableAlthough we are unable to refund the $we are able to provide you a credit for this flight in the amount of $XX.XX to use on future flightsThis credit will be made available to you in 3-daysYour credit expires on December 30th 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration date Credit Redemption To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code:(XXXXX), and this email address: [email protected] applicable, a credit card will be required for any residual valueSee You Soon!Thank you for letting us know how we can improve, we look forward to having you onboard a future flight.Regards,*** *** ***
*** ***

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,
*** ***

01/16/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As stated in our previous response on January 08, 2017: 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 your flight from *** *** to *** On December 17, we faced severe weather across the US, especially in ***Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease 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 I can understand why you feel as though we were not upfront about information regarding your flightThe honest answer is, we could have done a better job communicating with our front line teamThis would have enabled them to provide more accurate informationThey should have been empowered to tell you exactly what was happeningWe were impacted on such a massive scale, decisions were moving very quickly leaving our communication confusing and often times inaccurateWe know this is unacceptable Canceling flights is a very tough decision that we don’t take lightlyOur goal is to complete all flights and get you to your final destinationWe exhaust every option we have before we make the decision to cancel a flightWe know we could have done better communicating this, providing you options and information in a more convenient mannerI'm really sorry you weren't provided with information soonerWe appreciate your understanding, and hope to service your travel needs under better circumstances in the futureWe want to win you back! Please know that we do value you as a customerIn an effort to make things right, please accept this voucher (***) in the amount of $each to use towards future Frontier travelYour vouchers expire on [04/08/17] 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 Thank you again for contacting us about your recent experienceI 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 againI'm confident your next experience with us will be a good one Regards, *** Customer Relations Specialist Frontier Airlines