Frontier Airlines, Inc.

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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me should the company actually follow through with the proposed action.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/06/24) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any inconvenience you experienced when your flight...

cancelled. If you could please forward the reservation code, city pairs and dates of travel we will be happy to research your request.
Thank you for your patience, I look forward to your response.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

Hello [redacted], Thank you for contacting Frontier Airlines about the experience you had at the [redacted] airport. I apologize for the conflicting information you received and for the way your situation was handled. Carrying On Items We do allow one personal item to be carried on for free as long as it...

fits within the following dimensions: 8" in depth, 18" in width, and 14" long. It sounds like your laptop bag should have been considered a personal item. I apologize that the agent you spoke with was not aware of this policy. I appreciate you letting us know about her error so that we can ensure your experience is not repeated. Carry On Fee I understand that you put all of your items into your checked bag. Because you did not use the carry on bag you prepaid for, I have refunded your carry on bag fee. This $45 refund is being processed to the card ending in [redacted]. You should see this refund reflected in your statements within 7 business days. Again, I apologize for the situation at the airport. I hope we will have the opportunity to provide a smoother travel experience for you in the future. Kindly,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 am sorry to hear that your husband [redacted] was unable to travel as planned on...

July 8 out of Ft. Myers.
Our records indicate you have provided Frontier Airlines documentation from his doctor stating [redacted] was unable to travel for 10 days. [redacted] purchased an Economy ticket and any changes made would have resulted in a $99 change fee plus any current fare difference. [redacted]'s ticket credit may be applied towards travel to any destination that Frontier serves. His reservation is documented to waive the $99 change fee due to the documentation provided by his doctor.
Refunds are not provided due to stitches. Here is a link from our web site:
http://content.flyfrontier.com/travel-information/travel-policies
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 Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband did not jJUST have stitches. If that were the case the doctor would not have told him he could not travel. He cut his achilles tendon and is still not fully recovered. Frontier told me they would refund the ticket. That is what I am still expecting for them to do. I do not believe that his medical records, due to confidentiality issues, need to be produced. That is what Frontier Airlines told me. They told me I only needed a note from the doctor, which was provided to them. I did not use the travel insurance that I purchased because they said it was not neccessary. Please have them explain why they told me I did not need that and that they would give me a full refund of my husbands ticket. I will not settle for anything less than a full refund of $520.20.
Final Consumer Response /* (4200, 12, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with Frontier airlines response because they originally told me exactly what I needed to do for a refund, I did exactly what they told me I needed to do. They did not give me a refund as they said they would. Instead they are now offering me a credit. That was never discussed up front. They said they would credit my credit card, not give me a voucher. When a business tells you one thing and then gives you something different, they should have to do as originally promised. What ever happened to customer service? After this ordeal, I do not want a voucher because I do not want to do business with a company with such bad customer service. I still want what was promised which is a full refund credited back to my credit card.
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.
Our records indicate you were always advised of a credit, never does it say a refund or credit back to your credit card. A credit refers to the credit of his ticket waving the $99 change fee. [redacted]'s ticker is a non refundable ticket.
Our link from our web site advises a letter from his doctor will provide a waiver of the change fee.
Here is a link from our web site: http://content.flyfrontier.com/travel-information/travel-policies
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

05/23/2016 01:58 PM Dear [redacted],   Thank you for contacting Frontier Airlines Customer Relations.   Upon review of your reservation I found an advisory of the $10 booking fee associated with booking through our Reservation Center.   As a customer service gesture I have added...

seating for your return flight. I have emailed a copy of your itinerary showing the seating assignment.   I hope that you have a good flight with us.   Kindly,   [redacted] Customer Relations Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We do make every attempt to notify members of the expiration policy. All members with up-to-date contact information were emailed on February...

4, 2015 of our new six month expiration policy. Additionally, post cards were sent to members explaining our expiration policy. As a onetime customer service gesture we have reinstated [redacted] miles to your account. We look forward to serving you onboard a future Frontier Airlines flight in the near future. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:clearly your statements are not from the multiple passengers that you claim made statements, but ofcourse that is expected. 1- when you properly do investigate you will know that that the row I was seated at was not empty until the couple I was seated next to moved to the back empty row seats. when I was seated in the middle seat no one tried to take the seats where I was, if they did it was never brought to my attention. which is why I found it offensive and racially motivated to ask me to move back to my assigned seat and yet the couple that were seated next to me were okay to move. I don't see you bringing that up in your statements.2-no other flight attendant came over. if they claim they did then you can clearly see its my word against theirs.3-also the reason I know this was only a statement of the flight attendant is because when I was escorted off the flight, the police officers told me that the reason I was kicked off is because the flight attendant claimed I cursed at her. which ofcourse I also did not do. 4-also this is not the first time am taking a flight, reread the statements claimed by your attendant and make sense of them. if I offended the attendant by taking the seat that wasn't assigned to me all she needed to do was be fair to all passengers. and my attempt to use the restroom all I needed was some kind of courtesy, but I get kicked off the flight by the decision of one person. no efforts to even find out what happened was made, I deserved this to be the least. all am doing now is my word against the attendant who has the full backing of the company. well looking on the bright side am glad whoever the lady was that wanted the seat got it.
Sincerely,
[redacted]

01/11/2017 03:24 PM [redacted], Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On January 5, 2017, I sent you the email below explaining that I would be issuing a reimbursement check for...

$296.90 which was the difference between the $400 reimbursement and the $103.10 refund you had already received from Frontier for the cancelled flight.  I also mentioned that you could expect to receive the check within 4-6 weeks.  Here is the email I sent you on 1/5/17   Hello [redacted],  Thanks for getting back to me so quickly.  Your email came in as a separate issue from the one your son submitted earlier so I didn't realize there was another issue in the system for you.  My apologies but I have everything I need.  I will be issuing a check for $296.90 and mailing it to the [redacted] address in [redacted].  You should expect to receive the check within 4-6 weeks.  Again, my apologies for any inconvenience this may have caused but we hope to see you again under better circumstances.  Thanks for flying Frontier.  Best wishes,  [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any inconvenience you experienced when arriving at the...

airport. When we have a schedule change you are emailed regarding the new itinerary. If not contacted regarding the change acceptance is assumed.
Flight schedules can be very tough to manage due to frequent changes in costs and market demand. We have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viability. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts.
We don't provide compensation for schedule changes, however a refund was provided for you to make alternate arrangements. As a customer service gesture a [redacted] electronic voucher has been issued for future Frontier travel. To redeem your voucher, visit [redacted] and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by [redacted] but you do not have to travel within this timeframe. Future travel may be booked out as far as [redacted] schedule allows.
We hope to have the opportunity to restore your confidence in our service on a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for ** days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issued. The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

Response Email   11/16/2017 11:11 AM   Hello [redacted],Thank you for letting me know about your experience on November 13th when traveling from San Jose to Los Vegas. I'm really sorry to hear about this extended flight delay. Safety Is Our PriorityAt Frontier, we are focused on...

providing a good experience to our customers and I know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers. RefundMy research shows that two separate refunds in the amount of $86 and $86.40 was issued to your cards ending in [redacted] and [redacted] on November 14th. Please allow a few days for this transaction to post to your account.We Want to Win You Back!Please know that we do value you as a customer. In an effort to make things right, you were issued a Frontier voucher ([redacted]) in the amount of $100 to use towards future Frontier travel. Your voucher expires on February 15th, 2018  but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Response Email   08/31/2017 09:07 AM  Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting Frontier regarding your lost baggage. I am deeply sorry that it took so...

long for us to find and deliver your bag. This is obviously not the type of customer service we strive to deliver and I want to offer you compensation for the stress which you incurred.   Flight Voucher I called and talked to your son in law, and informed him that I would be sending you a $100 flight voucher. So, your flight voucher number is XXXXXXXXXXXXXXXX. This flight voucher expires on December 1st, 2017, but you do not have to fly by then. Travel just has to be booked on flyfrontier.com before the expiration date. Further voucher details are below.   Come Back SoonI 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!Regards,[redacted]

01/04/2017 10:33 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   As we have previously stated, on January 2nd and twice on January 3rd 2017, your refund has been processed. The amount you...

paid for the flight fare, $68.10 was issued to the [redacted] ending in [redacted] on December 23rd 2016. The fee you paid for your baggage, $35.00 was issued to the [redacted] ending in [redacted] on December 23rd 2016 as well. The name on the [redacted] is [redacted].   The refund amounts shown above equal a full refund from your reservation. We refunded your entire reservation due to a weather-related cancellation from flight number [redacted] service from [redacted]) to [redacted]) on December 18th 2016. Frontier was not able to re-accommodate passenger [redacted] and therefore a full refund was given. Frontier is not liable to reimburse another airline's ticket if the cancellation is uncontrollable.   As a customer service gesture, [redacted] was also given a $200 voucher, on top of the full refund. The voucher will expire on March 21st 2017 but [redacted] does not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   Please check with you bank if the full refund has not shown on your statement yet, as Frontier has refunded the full amount on December 23rd 2016. Thank you for choosing Frontier. I apologize for all of the frustration, I hope [redacted] chooses to redeem his voucher and fly with us soon.   Best wishes,[redacted]Customer Relations SpecialistFrontier Airlines

08/20/2016 09:51 PM Dear Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize that you have not received calls regarding your claim.   We have received your claim and expedited the...

claim through the process.   We have sent the claim to final review. You will be receiving a written resolution with a settlement check by August 31, 2016.   If we can be of further assistance, please don't hesitate to contact us via email at: [email protected], or by calling: ###-###-#### Monday-Friday 8:00am-5:00pm Mountain time.   Sincerely,   [redacted] Central Baggage Supervisor Frontier Airlines   ###-###-#### ###-###-####

02/25/2016 03:59 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I would like to start by expressing how much Frontier Airlines truly regrets all of the inconveniences that you and your wife experienced...

recently when traveling with us.  Flights that are continually delayed can be very challenging to passengers and crew.  Be assured, that we never intend to inconvenience any of our passengers in any way.  We are committed to providing our customers the best travel experience, even in the most difficult circumstances. I can assure you that the pilot did not mean to offend you or anyone else with his comment.  Many [redacted]es members of the crew attempts to lighten the atmosphere with a joking phrase or comment.  Frontier is disappointing to hear that you were offended and found the pilot’s comment to be insensitive. While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, we are grateful to you for sharing your experience with us so that the behavior you described of our pilot can be addressed. We are disappointed that you were not provided with the most up to date information regarding your flight.  We understand how important it is to our passengers to simply be kept up to date on the status of their flight.  We regret there were no agents at the gate when you arrived. In some smaller markets, Frontier and several other airlines often contract out workers.  These agents many [redacted]es must perform additional duties elsewhere and then return prior to the departure of the flight. I do understand your frustration, but Frontier does not pay for compensatory expenses such as lost wages, missed appointments or missed events. Respectfully, your request for a refund of your ticket cannot be honored.  Frontier does not refund ticket fares once the flight has been taken As a customer relations gesture of goodwill, you were issued 4 $100.00 Electronic Travel Vouchers; two per passenger. To redeem your voucher, visit www.flyfrontier.com; go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: [redacted] – [redacted] – [redacted] (exp-May 9, 2016).  [redacted] – [redacted] – [redacted] (exp-August 7, 2016).  This voucher must be redeemed by their expiration dates; reservations must be booked by this date, but travel can be scheduled beyond that date to anywhere Frontier Airlines flies. Respectfully, [redacted] Customer Relations Specialist Frontier Airlines

Response Email   09/11/2017 07:38 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for letting me know about your experience when traveling from [redacted] to [redacted] on...

September 4, 2017. I'm really sorry to hear you and your family experienced a flight delay which created some inconveniences.Our ApologiesI understand you're flying with us because you have somewhere to be. That's a reasonable expectation. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reason. I'm sorry you experienced what you did. It's never our intent to disappoint or inconvenience our passengers. CompensationCompensation is issued based on the length of the delayed departure. Although we realize this is not the answer you were hoping for, we hope you understand that we cannot provide you with a refund in the amount of $441.00.   I 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.   What You Should Know From my research, every passenger within this reservation has been issued a voucher in the amount of $150, which can be applied to a future Frontier flight. I hope to prove we can do better! Your vouchers expire on December 3, 2017, but 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.   [redacted] Come Back Soon!I 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!Regards,Customer Relations SpecialistFrontier Airlines [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.  •  It’s not redeemable for cash.  •  It must be booked within 90 days from date of issue.        Note: There are no restrictions on travel date.  •  It’s one-time use, meaning there will be no remaining value after redemption.  •  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.  •  It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.  •  The name on the new reservation must match the old reservation exactly.  •  It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the response is not a definite resolution. I have sent them attachments on 2/15/2018 with the receipts they asked for and I am still waiting for a response. If the final response is satisfactory I will make note of that, if it is not, I will also make note of it and I will search for an alternative for of action.
Sincerely,
[redacted]-[redacted]

06/14/2017 05:24 PM Hello [redacted],   We have received your correspondence with the Revdex.com. I apologize about the schedule change you experienced and how it has affected your vacation.   Our Apologies I understand you're flying with us because you have somewhere to be at a certain time. That's...

a reasonable expectation! Although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes. However, some updates are necessary for operational purposes, and can even reduce costs. It is never our intention to inconvenience our passengers, and I'm sorry that the schedule change resulted in a lost day of your vacation.   Your Flight I apologize that the agents you previously spoke with were not able to find a resolution you were comfortable with. If you would like to change your flight to a different day, I would be more than happy to move your flight and waive any additional fees. I also am able to still refund your reservation if you do not wish to fly with us.   Voucher Information Regardless of your decision, the $100 vouchers are still available for you and [redacted] to use. As a customer service gesture, I have extended the vouchers so they are valid for a year. The new expiration date is June 10th, 2018. You do not have to fly within this time frame, travel just has to be reserved before the expiration date. I have provided your new voucher numbers and additional information below.   [redacted]   Enjoy Your Flight I apologize again about the schedule change you and [redacted] have experienced. If there is anything I can assist you with, please let me know. Otherwise, I hope that you enjoy your trip in August!   Regards,
[redacted]