Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/06/11) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience...

our flight disruption caused you. We are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when you traveled with us.
My records indicate you recently filed your complaint in regards to your reimbursement with Frontier on 5/28/15. Our agent [redacted] responded on 6/5/15. She advised you, to please follow the directions given on the letter in regards to receiving reimbursement.
Our Customer Relations Department does not handle these reimbursements. They must be emailed along with a copy of the letter and your receipts to [redacted]@flyfrontier.com. Once this information has been received, your claim will be processed and a reimbursement check will be mailed within 4-6 weeks.
We appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there was never a reimbursement to my sisters account of $600+ for additional travel to make it to the destination. per the letter the travelers received on the date of the cancellation the airline has not yet honored that portion of the deal. The airline also credited the account and then debited the account (and in that order). I feel as though the company did not handle this business in the proper matter and the travelters and my family are out of over $600 in travel expenses due to their abrupt flight cancellation.
Final Consumer Response /* (4200, 15, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
after all that we have been through with frontier airlines I still feel like they should fully reimburse nadine for the purchase of additional flights since their plane was unable to accomodate the travel. its only right that I receive the refubd for a flight that never took place but they should also fully reimburse. this has been going on since april 2015. the money that she spent on additional flights could have gone towards the funeral expenses that occured shortly after the missed flight. seems that the company does not care about their patrons and I would not ever reccommend this company to anyone looking to fly anywhere.
Final Business Response /* (4000, 17, 2015/08/10) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
As previously explained, the letter we provided at the airport states that, "If you'd prefer to purchase a ticket on another airline so as to complete your travel, when accompanied by this letter, Frontier will reimburse the cost of that ticket, up to $400, minus any refunds you have received." The purpose of the letter is to help you travel on another airline for the same price as you would have on Frontier. The amount of your reimbursement check is based on what was paid to another carrier, minus what Frontier refunded you for the canceled flight.
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 remain consistent.
We appreciate your understanding.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:I already sent a response last week I did not get a car for the weeks I needed because national were sold out, so frontier took 72 k mile from my account and I got nothing in return so paying $50 per year for double points, frontier master card got extra $ each year, and I got nothing, once again the consumer get screwed
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.
Sincerely,
[redacted]

05/11/2017 08:40 PM  Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for your feedback. I'm sorry to hear about the difficulties you encountered during your recent cancellation experience.  ...

We Hear You! You mentioned that you were frustrated by our Voluntary Ticket Cancellation policy. It is never our intention to cause our passengers additional stress when their travel plans change. While Frontier's cancellation policy and fees are consistent with the industry standard, it sounds like we could have done a better job of notifying our customers who cancel through our website. I'm sorry for the inconvenience that you experienced because of it.   Please be assured I'm making your comments available to our Web Management team for further consideration.   Customer Care It's important for us to keep good relationships with customers like you. As a one-time goodwill gesture, it's my pleasure to issue you with an electronic voucher in the amount of the purchase price for your reservation, $189.92. Here are the details: voucher number  -  [redacted] name on voucher  -  [redacted] The voucher must be redeemed by August 8, 2017, but you do not have to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows (see instructions below).   Come Back Soon I hope you'll take advantage of your electronic travel voucher to give us the opportunity to provide you with a more satisfying experience. We look forward to serving you on your next Frontier flight! Sincerely, [redacted] Customer Relations Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: I found out from frontier employees that in [redacted]. The put passengers up at local hotels and Paid for alternate flights on competitors airlines up to$600 per ticket
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2015/08/15) */
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 your grandchildren were unable to make their flight July 8th from...

Orlando. We do begin boarding approximately 30 to 35 minutes prior to departure and the time is posted on the boarding pass. There is also the zone on the boarding pass which is called for passenger boarding. While we don't call passengers by name we do have the final boarding call. A gate pass can be issued for a parent to wait with children until the flight departs if they choose.
Notes in the reservation from airport state there were several final boarding calls and the children approached the podium after the flight had pushed back. During the boarding process one agent is collecting boarding passes and there is another agent at the podium to assist with any questions. Respectfully we would not refund the fee charged to change to a later flight as boarding announcements were made.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

08/30/2016 04:07 PM Dear [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm sorry you were unable to travel as planned. Title 14 of the Code of Federal Regulations (14CFR) prohibits US commercial airlines from transporting passengers who appear to be intoxicated. This regulation is for the safety of all passengers and crew.Crew members and ground personnel are trained to assess a passenger's fitness for travel. Passengers must be willing and able to comply with all crew members instructions.Your request for reimbursement for your alternate flights and additional expenses would not be provided.  A check has been requested for the unflown segment for both of you. This has been mailed to the address provided and can take 2-5 weeks. The amount is $306.28 ($153.14 each).Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

Response Email   12/04/2017 10:59 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   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. I understand. 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.Explanation of Fees•    SEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never required. You always have the option to take whatever remaining seat is available, on the day of travel, free of charge.•    CARRY-ON BAGS - You are always welcome to board with one free personal item, to go under the seat in front. Think backpack, laptop, purse. This item cannot exceed 8"x18"x14". It is Frontier's policy to charge a fee for larger bags going into the overhead bin. 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 Travelong.   Sometimes, when booking with third parties, it is also not clear why we charge for each leg of travel, rather than just one charge for your entire booking. This is because there are crews who need to handle your bags for each flight you take, and as a result, we require that passengers pay for each time that this service is provided. I'm sorry for any confusion about these charges.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.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

Response Email   08/22/2017 03:01 PM Hello [redacted], Thank you for your response, once again I apologize for the delay in your reimbursement.  Your reimbursement request has been approved in the amount of $XXX.XX. This covers the other airline ticket. Please allow 4-6 weeks for...

processing and delivery.   Your reimbursement check will be sent to: [redacted]Thank you for choosing Frontier and thank you for your patience in this situation. Best Wishes, Customer Relations SpecialistFrontier Airlines

12/26/2016 01:04 PM Dear [redacted] and [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I have read your Facebook post and I just want to say on behalf of Frontier, we are so very sorry....

We’ve had hundreds of disrupted flights over the past few days and we know this has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you. Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellation. I also know that you expect to get where you're going safely. Your flight was cancelled due to weather, along with the other flights you attempted to book. I apologize we were not able to book you on a flight out until today, December 24th, 2016, though I am happy we were able to accommodate you. It's never our intent to disappoint or inconvenience our passengers. 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 that. I truly apologize for the behavior of our agent. Frontier takes reports like these seriously and I have forwarded your concerns to management at the Portland International Airport. I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.   We Hear You I can understand why you feel as though we were not up-front about information on your flight. The honest answer is that we could have done a better job communicating with our front line team so that they could have provided more up to the date information. They should have been empowered to tell you exactly what was happening. We were impacted on such a massive scale, up to date information and decisions were moving very quickly leaving our communication confusing and often times inaccurate. We know that is unacceptable.   Voucher Information As a gesture of apology for your experience, I have issued [redacted] and [redacted] each a $200 voucher to use as a discount towards a future flight with Frontier. The vouchers will expire June 24th, 2017, though you are able to book as far as Frontier's schedule will allow.  
[redacted]
[redacted]   Come Back Soon We know that as a company that has people like you counting on us, we failed you. We take this letdown very seriously. We know that we could have done better. And the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers. Thank you for choosing Frontier and we hope to make it up to you on your next flight with us. Best wishes,   [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 11, 2015/10/11) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for any misunderstanding that may have occurred during the booking...

process. The reservation reflects you purchased an Economy type ticket; therefore, the baggage fees apply.
While booking your reservations with our agents there is a prerecorded message advising of all fees that all passengers must listen to before they can continue on with the booking. The receipt we send out confirming your flight also had the bag fee information. We also send reminder emails the day before you flight that advises of bag fees. Our records indicate you checked in on line and it also advises of bag fees.
We provide all information on our web site: http://content.flyfrontier.com/travel-information/baggage
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 value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
Yolanda
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 13, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I strongly disagree with the response from Frontier airlines. I was never told at any point that there was a fee for the baggage when I booked the flight over the phone with the agent, at the gate, there was no message that came up on the computer warning me of the fees, or that there would be an increase in charge if not purchased outside of security. Logically, why would I willingly pay more money after security if I could have just taken two minutes when I got my boarding pass outside of security and paid $20 less? It makes absolutely no sense. If you research, my complaint is happening to customers every day. There are thousands of complaints agains't this company that mirror exactly what happened to me. Why is it acceptable for company to treat customers this way?
I still would like my refund for scamming me.
Thank you.
Final Business Response /* (4000, 19, 2015/11/02) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
As I mentioned in my previous email we send out a receipt showing your flight information and it advises bag fees. We email a reminder the day before your flight and it also advises of bag fees. Our web site also advises all fees: http://content.flyfrontier.com/travel-information/baggage
CARRY-ON BAG
There are probably at least a few things you want to have within arm's reach while you're in the airand that's the beauty of carry-on bags.
Carry-On bags charges vary based on the type of fare you purchase and when you finalize your travel purchase. See the handy chart below for details. Carry-On Bags can be no larger than 24" tall, 10" wide, and 16" long (including handles, wheels, and straps) and no heavier than 35 pounds. Think bags with wheels, duffle bags, etc. Carry-On Bags must be able to fit either underneath the seat or in the overhead bin. EarlyReturns Elite members always receive free carry-ons. Carry-on fees are non-refundable.
Note: If you arrive at the gate with a carry-on bag that exceeds the allowable dimensions you will have an additional charge to gate check the bag.
CHECKED BAGGAGE
If you have a bag (or multiple bags) that you don't need to have close to you during your flight, check it! And remember, if you're debating between carrying on an extra bag or checking it, checking your bag is always cheaper.
The pricing described here applies to checked bags within 62 linear inches (that's length + width + depth) and no heavier than 50 pounds. Baggage that exceeds these limits will have an additional charge of $75 for each bag that is overweight and $75 for each oversized bag, and bags over 100 pounds or in excess of 110 linear inches will not be accepted.
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 value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations specialist
Frontier Airlines
Final Consumer Response /* (4200, 21, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this proposed resolution because it does not address the incident that occurred. I was never informed of their policy and was treated unfairly as a customer and scammed into going to the gate and being charged an egregious amount. Once again, this is not new for the company to do this to customers and I still request a refund for being scammed.

Complaint: [redacted]I am rejecting this response because: The response provided here is merely a copy-paste response that Frontier sent me on 6/23 from a feedback email I sent to Frontier while the bag was missing (see Incident: [redacted]).  Nowhere in Frontier's response do they explain why no one from [redacted] Frontier contacted my wife during the first 5 days her luggage was missing.  My wife left (3) voicemail's at [redacted] Frontier & none of them were returned.  [redacted] Frontier (our local Frontier) was of no help.  What if my wife was traveling for business & her luggage was lost & no one contacted her for (5) days...?  How would you feel if you couldn't get a hold of someone...?  I feel Frontier should provide some sort of corrective action for [redacted] Frontier.  The communication breakdown & customer service were definitely poor at best.  In order for someone to return our calls/email I had to create a [redacted] account & reach out to Frontier via social media on the 4-5th day the  bag was missing.  Frontier still didn't acknowledge me until I got the Revdex.com involved also on [redacted].  I think Frontier is missing the point...  It took (5) DAYS to get any kind of response.Once [redacted] ([redacted]) from Frontier got involved things started working like they should have from day one.  My wife's bag was returned intact & undamaged approx. 36 hrs. after she was in contact w/ my wife.  My wife also received a $100 voucher due to the inconvenience, which is appreciated.  It looks like the bag was incorrectly sent to Florida from [redacted] on an [redacted] flight (from the return bag tags).  In total it took (6) days for my wife's bag to be returned to us.Sincerely,[redacted]

07/25/2016 10:50 AM Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   In our previous email to you from 7/11/16, we did highlight that we need to remain consistent in our position in order...

to be fair to all customers.  We do apologize that you are not happy with our position in this matter.  We do understand the frustration you are experiencing as it relates to our reporting guidelines.  In light of that, we would like to offer you a $100 electronic travel voucher for future travel on Frontier.  Please let us know if you would like to accept this voucher.   We apologize for the damage to your bag and look forward to your response.   Respectfully,     [redacted]

09/13/2016 08:45 AM   Dear Ms. [redacted],   Thank you for contacting Frontier Airlines  Central Baggage Service.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We are sorry to hear of the delay of...

your luggage and customer service issues when you traveled with Frontier.  Our records indicate your luggage has been restored to you at this time.   If you have receipts for expenses while your baggage was delayed, those can be e-mailed to us at: [redacted]                                                    Please include a short note requesting reimbursement, your claim reference, [redacted] a good contact number and your permanent address so we know where to send the check.   As a customer service gesture, we are also providing you a $100.00 electronic travel certificate.   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: [redacted], to [redacted]. This voucher must be redeemed by March 13 2017, but travel may be booked out as far as Frontier's schedule allows. If you have any questions please call Frontier Reservations at [redacted].   Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements.   Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.    Sincerely,     [redacted] Frontier Airlines Central Baggage Specialist

Response Email   10/30/2017 08:18 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand this is for your reservation on April 12th from [redacted].   Refund I...

understand the frustration behind this situation. Unfortunately, I cannot process a refund for this reservation due to the circumstances. My research indicates flight confirmation emails were sent to [email protected] on April 11th.   Bank On my end, I only see that one charge of $424.20 was processed on April 9th. If you were able to be refunded through your bank, I would suggest taking this second charge up with them as well. Like I said, our systems only show one charge on record, and no charge in July.   I apologize again for the situation, and encourage you to reach back out as needed.   Regards,Customer Relations SpecialistFrontier Airlines

08/18/2016 01:28 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We Care About You Although our policy is that vouchers must be redeemed within 90 days of issue, I have made an exception....

I have re-issued both $200 vouchers for another 6 weeks, to allow time for redemption.   Vouchers The new expiration date is September 31, 2016. Travel must be booked before this date, but you may book travel as far as Frontier's schedule allows.   [redacted]   Come Back SoonThanks for giving us a chance to prove we can do better. I'm confident your next experience with us will be a good one!Kind regards,[redacted]Frontier Airlines

09/21/2016 12:21 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Departure TimeFlights can be fluid, with times often changing.  We encourage you to stay up-to-date with your flight's...

status, including any further changes to the departure time, by checking Real Time Flight Status at www.flyfrontier.com or via the new Frontier Airlines Mobile App.   Your Credit We are unable to refund your credit card, however, after looking at your record I see that you were credited the $198 in the form of a credit shell. The credit is valid until December 15, 2016. Travel must be rebooked by that date, but may be scheduled beyond that date to any destination serviced by Frontier Airlines. Please be advised that credits can only be used once. Any remaining value after redemption will be forfeited.   When you're ready to rebook, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select "Have a Frontier Credit?" and enter the trip confirmation code and email address existing on the reservation.   Come Back Soon!I apologize again for your past experience, and I hope you will use the Credit Shell 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!Kind regards,[redacted] Customer RelationsFrontier Airlines

03/14/2016 02:53 PM [redacted], Thank you for providing the attached photos of flood damage. As a gesture of goodwill, we've issued voucher number [redacted] in the amount of $68.00 to replace the lost value of your fare. It can be applied to your next online booking at www.flyfrontier.comThis voucher must be redeemed by 6/14/2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.Sincerely,[redacted]Frontier AirlinesCustomer Relations

Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. I'm really sorry that you are disappointed 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 remain consistent. Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. Your compensation will remain in our system for redemption until it expires on March 28th 2017. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Kindly,[redacted]Frontier Airlines

Complaint: [redacted]
I am rejecting this response because I don't feel you guys are doing your best as a company. I would atleast like to be reimbursed for the inconvenience
Sincerely,
[redacted]