Frontier Airlines, Inc.

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

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]

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   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

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]

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr. [redacted],
Thank you for contacting Frontier Airlines. This is to acknowledge receipt of your D.O.T. Complaint regarding your baggage.
We apologize for the delay of your luggage when you traveled with us on July 13th, 2015, Denver to...

Houston and for the difficulty you had in reporting the missing bag and receiving updates. It is our intention to provide good customer service and we apologize for falling short this. We apologize for inconvenience you experienced and have filed your formal complaint.
Central Baggage Service will follow-up with a call to you to discuss your inquiry. For your reference, Central Baggage may be reached directly on: (XXX) XXX-XXXX.
We appreciate your business and we look forward to speaking with you.
Sincerely,
[redacted]
Central Baggage Service
www.flyfrontier.com

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

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

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

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

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.

Response Via Email((CBS) [redacted]) - 01/13/2016 08:09 AM Dear Mr. [redacted],   Thank you for contacting Frontier Airlines. This is to acknowledge receipt of your emailed complaint to us on December 19th, 2015, as well as receipt of a Revdex.com (Revdex.com) Complaint regarding a baggage issue....

Central Baggage Service has been asked to respond to your follow-up inquiries. We will also follow-up with a call to you.   After review of your inquiry, our records indicate that when you arrived on a Frontier Airlines flight in Las Vegas on December 10th, 2015 and retrieved your bag from the carousel, it had been damaged and come open.  In spite of our best efforts, damages sometimes occur due to the sheer volume of baggage and mechanized airport baggage systems. Reports of damaged baggage are taken within four hours of arrival at the airport office where an inspection is made, just as you reported.   Our records further indicate that when our Las Vegas personnel assisted you, a replacement bag was provided to you and accepted as resolution. This was offered you as a courtesy and extension of customer service, as the damage reported was not covered damage.   As our airport office advised, there are circumstances when Frontier Airlines does not assume liability for baggage issues. Each airline has a Contract of Carriage – Claim Limits and Procedures filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability. Frontier Airlines' Contract of Carriage may be accessed via our web site: www.flyfrontier.com (http://www.flyfrontier.com) .   Regarding your request for replacement of the tickets you used to travel, flown tickets are not refundable. If you have any further questions regarding this, Frontier's Customer Relations department may be contacted via phone: (801) 401-9000, "Other Options", "Feedback and Concerns", or via the web site: www.flyfrontier.com (http://www.flyfrontier.com) , "Contact Us", "Feedback and Concerns".   We appreciate your business and we apologize for any inconvenience. We hope to have the opportunity to serve you on a future flight, under more pleasant circumstances.   Sincerely,   [redacted] Frontier Airlines, Inc. Central Baggage Service

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

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]

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]

Complaint: [redacted]
I am rejecting this response because: I want to speak to someone in higher management about this issue. Frontier keeps having the lower supervisors contact me instead of a higher manager.  they are not taking this seriously and they have yet to refund me for the carseat, ship my Granddaughters booster seat, fix or replace my broken luggage and do something about my Grandsons blanket that they lost.  they believe a few emails and 50 dollars will fix this but it won't I still have the broken suitcase and the missing items and out the money for a carseat and all they offer is emails and a 59 dollar credit. so no I refuse this offer.  thank you
Sincerely,
[redacted]

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

02/26/2017 10:21 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I would first like to apology that you have not received your check. I would like to assure you that we are trying to get your check out...

to you as soon as possible. My records indicate that we did issue a check in the amount of $529.54, the check did not seem to reach the correct address, This check was issued on January 11, 2017. On our end we had to put a stop to that check, and reissue you a check and resent the check to you.   My records indicate that a new check has been issued and it has been expatiated to your home address. Your new check was issued and mailed out on 2/21/2017. You should be receiving the check very soon.   We apologize for the inconvenience.   Kindly,   [redacted] Customer Service Frontier 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

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