Frontier Airlines, Inc.

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

03/15/2016 09:47 AM Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.  Thank you for taking time to answer my questions earlier today. As we discussed, while we're happy to provide a refund for any...

portion of an unused fare when passengers do not travel with us during extended flight disruptions, we are unable to refund any portion of a fare that was used for completed travel. Because you traveled with us both on March 7 and 11, you do not qualify for a refund.   Please accept our apology for our controllable delay of flight 427 when you traveled with us from Miami to Atlanta on March 11. According to our records our flight was initially delayed due to a maintenance issue. I apologize that we weren't able to resolve the issue in a timely manner. After we were unable to resolve our maintenance issue in a timely manner, our crew exceeded mandatory crew rest limits.   All flight crews are limited in flying time and are required by the FAA to have a certain amount of rest in between flights for safety reasons. If a crew is delayed for any reason, the time they are waiting still counts as hours worked. Please know that our highest priority is the safety of our passengers and crew.   The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.   I'm happy to hear that you received an email from us with details related to flight interruption compensation. Thank you for verifying that you accepted the voucher and do not wish to decline it.   We've included details below for your convenience.   As a gesture of apology, we issued voucher number [redacted] in the amount of $100.00, which can be applied to your next online booking at www.flyfrontier.com   This voucher must be redeemed by 6/9/2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.   Although I am extremely disappointed that the flight irregularity impacted you negatively, we are unable to provide compensation for missed events or time lost.   While we recognize this does not change your experience, we hope that you will choose to fly with us again.   Sincerely, *
[redacted] Frontier Airlines Customer Relations

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   11/17/2017 04:36 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com, and appreciate the opportunity to address your concerns.   I'm sorry you were inconvenienced on October 28, 2017 when your flight was...

cancelled due to uncontrollable events in Tampa.  You have been reimbursed $106.20 which is what you paid for that segment.  I understand that the agent may have misspoke and advised you that you would get a full refund, but the full refund is for the bag/seat/fare for the segment that is  not flown.  We do not reimburse for segments flown.   I'm sorry for the confusion.   All the best,    Customer Relations Advocate

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]

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]

Initial Business Response /* (1000, 11, 2015/08/27) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our condolence on the death of your family member.
As a customer service...

gesture we can issue a voucher for the amount of your ticket minus the change fee once proper documentation is provided concerning the death of your family member. Per our company policy, which is available on our web site:
[redacted]
Death of a travel companion or an immediate family member
Death certificate or letter from funeral director on funeral home letterhead. The relationship to the ticket holder must be included with the request.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations

02/17/2017 10:27 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I know it’s...

disappointing to finally arrive at your destination, only to wait an unusually long time for your strollers to arrive. I am very sorry that one of our airport agents did not bring you your strollers or at least tell you where to find them. I have forwarded your concerns to our managers at the [redacted] Airport, so we can take appropriate measures to ensure your experience is not repeated.   We Care About YouIt's important for us to keep good relationships with customers like you. As a gesture of apology, I have issued you and [redacted] a $100 voucher (#[redacted]), which can be applied to a future Frontier flight. I hope to prove we can do better! Your voucher expires on May 17th, 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. Come Back Soon!I 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!Kindly,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 6, 2015/12/22) */
Dear Mr. [redacted],

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 time. Because 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 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers 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 45 minute cut off and give a message: "Your flight is boarding soon. Please 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 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure. Our time stamp from the kiosk indicates you attempted to check in at 7:24 am for a 7:55 am departure, 31 minutes before departure. You must have your boarding pass in hand at the 45 minute cut off.

Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied 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 be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/11/13) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our apology for the flight delay. The safety of our passengers and crew is...

our number one priority. It is never our intention to disappoint our customers.
I apologize we are unable to honor your request for another airline refund.
I have requested a refund for your return flight 1468 to go back to credit card ending in [redacted]
Our records indicate you were provided an electronic voucher in the amount of $50, which can be applied towards your next Frontier Airlines flight. 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: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by December 14, 2015, but travel may be booked as far out as Frontier's schedule allows.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
- It's not redeemable for cash.
- It's valid for 90 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 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.
If you have any questions please call Frontier Reservations at XXX-XXX-XXXX.

03/13/2017 02:09 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I know it’s...

disappointing to finally arrive at your destination, only to have to wait until a gate becomes available. Periodically, disruptions in one part of the system may cause interruptions in other areas, resulting in wait times for a gate. We strive to get our passengers to their final destination as timely as possible. I'm sorry for the unexpected delay, I can only assure you these are not the standards we strive to maintain.   Be assured we are in the process of reviewing our personnel needs, especially at our busiest airports, to ensure we are adequately staffed to prevent this from occurring in the future.   We Care About You It's important for us to keep good relationships with customers like you. As a gesture of apology for the gate delay, we have issued you a $50 voucher (#[redacted]), which can be applied to a future Frontier flight. I hope to prove we can do better! Your voucher expires on May 29, 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.   Come Back Soon! I 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 adventure. I'm confident your next flight will be a vast improvement!   Kind regards,   [redacted]

11/03/2016 08:38 AM [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. I am sorry the gate agent did not have the most up to date information and you misconnected in Denver.   In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule. Please know the safety of all our passengers and crew is our number one priority and it was never our intention to inconvenience you.   When situations like yours occur we provide discount vouchers as the form of compensation and we do not refund tickets when transportation has been provided. Kindly, [redacted]Customer Relations SpecialistFrontier Airlines

03/24/2017 09:57 AM Hello [redacted],   We were able to obtain a record of this payment back to [redacted]'s card ending in 2438, that I have attached to this email.   We can only issue a credit back to the original form of payment, as indicated in our travel policies. Please know that this helps maintain the security of payments and refunds for our passengers. When a refund is processed to a closed account, your bank will still be able to issue your refund to another account, or as a check if requested.   I apologize for any inconvenience this may cause, but I hope this has not hurt your impression of the service we strive to provide.   Kindly,   [redacted]

Complaint: [redacted]
I am rejecting this response because: I've sent my receipt 3 times to your [email protected] and you still have not resolved my issue.
Sincerely,
[redacted]-[redacted]

Complaint: [redacted]
I am rejecting this response because: I received an email offering a $25 credit with your company however I choose not to use your services again and wish for the $25.00 be refunded to me. My mailing address is [redacted]
Sincerely,
[redacted]

Response Email   08/16/2017 12:59 PM   Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Schedules I understand you're flying with us because you have somewhere to be at a certain time. That's a reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes. Some updates are necessary for operational purposes.   We apologize that we are unable to provide the flight as originally scheduled. For this schedule change, we have issued a full refund for the cost of the flight.   Hold Times I do apologize that your wife spent a long time on hold. After these schedule changes went into effect we had a very high volume of people all calling to try and modify or cancel their reservations. We were trying to accommodate everyone the best that we could and ended up having a higher than usual wait time. Please accept my apology if this seemed deceptive, this was not our intent we just had a very high volume of callers.   Come Back Soon I apologize again for this experience and I hope that you may consider Frontier Airlines someday in the future. Regards,    Customer Relations Specialist Frontier Airlines

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]

Hi [redacted],  We have received your rebuttal as submitted to the Revdex.com and I would like to sincerely apologize for your continued disappointment.  I have logged your feedback regarding the poor website design and I apologize that we couldn't come to a more satisfactory resolution for you.  I hope you will change your mind and use the stored ticket credit on a future flight. I'm confident your next experience will be a good one. Your credit of $63.10 can be redeemed online under code [redacted] before January 15, 2017.  Kindest regards,  [redacted]Frontier Airlines Leadership

02/06/2017 12:43 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On behalf of Frontier Airlines, I sincerely apologize for your delayed baggage and any inconvenience the delay has caused. My...

records show that your baggage has been located and delivered to you. I'm only able to refund the fees for the segment for which your bags were delayed. Therefore, The $25 bag fee per bag has been refunded to your [redacted] A refund totaling $50 should reflect on your card within 7 days. The baggage fee for the outbound trip was paid for on January 19, 2017. The baggage fee for the return trip was paid on January 23, 2017. Segment 1 was not affected and therefore I can not refund those fees.If you incurred additional interim expenses, please submit your receipts to [redacted] and we will be happy to reimburse those expenses.   Should you have further questions and/or concerns, please feel free to contact me or any of my colleagues at [redacted].   Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are sorry to hear you were unable to travel as planned. In reviewing your reservation I...

can see that you did purchase the flights on June [redacted] and cancelled June [redacted] 2015. A refund has been requested as the cancellation was made within 24 hours of purchase. Please accept my apology for any inconvenience when contacting our reservations department to make the change.
Respectfully we would not reimburse for any time spent contacting us.
We hope to have the privilege of serving your future travel needs under more pleasant circumstances.
Sincerely,
[redacted]
[redacted] Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I accept the response from Frontier Airline that it would finally refund me a full amount, I still think its customer center representatives should be re-trained for listening to the customers' complaints and responding them properly instead of repeating its policy. I will never try to ride Frontier Airline again.