Frontier Airlines, Inc.

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   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

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

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

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

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

Dear Mr. [redacted]We have received your rebuttal as submitted to the Revdex.com. I never advised you would be refunded the $59. On December 12 you were refunded the $30 bag fee to credit card ending in [redacted]. Your $29 ticket fee is non refundable ticket.Regards,YolandaCustomer RelationsFrontier Airlines

We arrived with ample time but had to wait on a very long line.  Their customer service is the worst and they do not care for the consumer.  they have done nothing to try and make this right or the abuse we suffered from the employees at Trenton airport.  Thanks

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]

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]

02/17/2017 01:48 PM  Hello [redacted],   Thank you for your response. 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.   I spoke your case over with a supervisor to see if there was anything else we could extend to you and we've decided that as a one time customer service gesture, I can issue new, unassigned travel vouchers in the amount of $200, and extend the expiration dates out a full year. I know this isn't the ideal resolution you were looking for, but it is the best we can do for a situation like yours. Please advise if this is what you would like to do and I would be happy to get that started for you.   I look forward to your response.   Best,   [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]Dear Revdex.com;There is no resolution enclosed in the Revdex.com Complaint Management system, however I have received an email from Frontier Air Representative, [redacted], stating the following:I have reissued your check for $1200 to the address provided: [redacted]. Please allow 4-6 weeks for processing and delivery.Please know that we do value you as a customer. In an effort to make things right, each member of your party was issued vouchers  in the amount of $200 each to use towards future Frontier travel. Your vouchers expire on April 18, 2017 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.
   *  [redacted]        [redacted]
   *  [redacted]        [redacted]I am waiting for Frontier representative to upload current proposed resolution in the Revdex.com Complaint Management 
Sincerely,
[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

[redacted]
I am rejecting this response because:It was an error. Records show a simple error that should be understood. 
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.

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

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Perks BundleThe amount of $167.20 is the total cost to bundle for both of your flights. I see that you purchased the perks for your flights. With the...

perks this fee covers the cost of seats, carry on baggage and checked baggage. Since you flew a roundtrip flight this was covered for both flights. You were charged an amount of $27.86 individually for the carry on and checked bag for both flights. For roundtrip travel you were charged $111.44 in fees for your baggage. Respectfully, I am unable to provide you with a refund as these fees are nonrefundable and that you already flew the flights.  I apologize for the confusion as far as the communication of the fees for your baggage. It is never our intent to frustrate or disappoint our passengers and I am sorry you were unable to proceed as planned. Baggage DelayI 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 baggage. I'm really 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 YouPlease know that we do value you as a customer. For the miscommunication regarding the fees for your baggage and the bag delay, you were issued a Frontier voucher (xxxxxxxxxxxxxxxxxxxx) in the amount of $50 to use towards future Frontier travel. Your voucher expires on March 9, 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. Regards,Customer Relations SpecialistFrontier Airlines

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]