Frontier Airlines, Inc.

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

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

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]

08/14/2016 11:26 AM [redacted]I'm sorry for your frustration. The reservation [redacted] was booked on June 7 by a travel agent for flight [redacted] PHL MCO departing on August 2. This reservation was changed on July 30 by the travel agent to a departure on August 1 on flight [redacted] PHL MCO. The payment for...

the changes of $181 was declined twice on July 30. Any further questions about the changes to your reservation need to be addressed with your travel agent.[redacted]Customer Relations SpecialistFrontier Airlines  08/12/2016 12:27 PM [redacted]We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. After further review of your reservation [redacted] our records indicate on July 30th your travel agent called our reservations department and changed your return flight PHL MCO from August 2nd to August 1st. The charges for this change were made to Visa card ending in [redacted] which were declined.   You will need to contact your travel agent regarding the changes made to your reservation. Kindly,[redacted]Customer Relations SpecialistFrontier 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

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: you guys need to accept responsibility for the actions of your staff. I fly 4 times a month and have always put my laptop in a very secure and padded area in my bag. I’ve never had this issue in all the years I’ve been flying until I travel with Frontier. That’s a cop out sorry excuse for your [redacted] poor attitude in customer service. That is completely unacceptable on every level, and I know if you were in my shoes this type of behavior would be inexcusable and unacceptable. Not to mention unbecoming of a multi million dollar company. What do you not have insurance? You can’t even offer to pay for the repairs,  nothing.... And yet at the end of every letter it’s the same response. “I hope this doesn’t detour you and we look forward to flying with you again” or some bogus line or garbage. Assume responsibility or I have my attorney drag you to court where it’s only going to get more expensive. Do the right thing..... own your actions and accept responsibility for your negligence.
Sincerely,
[redacted]

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

01/05/2017 03:11 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   First, I just want to say on behalf of Frontier, we are sorry. At Frontier, we are focused on providing a good experience to...

our customers and we know we failed to meet this commitment to you.   On December 17, we faced severe weather across the **, especially in [redacted]. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days. We know you were counting on us and we take letting you down very seriously. Please be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.   My research shows that a refund in the amount of $66.60 was issued to your card ending in [redacted] on 12/20/2016. This is the value of the second leg of your first connecting flight that was cancelled for both passengers.   Additionally, I have processed a full refund of your return flights and associated fees in the amount of $248.20 to the same card. You should see the funds returned to your account within 7 business days, depending on your bank's practices.   I understand your frustration with the flight disruption you experienced. Because you flew your flight to [redacted], this leg of your reservation doesn't qualify for a refund.   We want to win you back! Please know that we do value you as a customer. In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $300.00 each to use towards future Frontier travel. Your vouchers expire on March 21, 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]   Thank you again for contacting us about your recent experience. I recognize my response to you 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.   Kind Regards,   [redacted] Customer Relations Specialist Frontier Airlines

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

Final Consumer Response /* (2000, 6, 2015/04/29) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Wednesday, April 29, XXXX X:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Importance: Low
Complaint ID#:...

XXXXXXXX
Business Name: Frontier Airlines, Inc.
Dear [redacted],
I have received reimbursement from Frontier Airline. You can close complain.
Thanks
[redacted]

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting us about your flight experience on December 7, 2017 when attempting to travel from Austin to New Orleans....

I'm really sorry to hear that your flight was cancelled twice and that you had to purchase tickets through another airline to reach your destination. Refund InformationMy records show that you were given a full refund for your cancelled flight on December 8, 2017 in the amount of $162.29. Respectfully, we are unable to refund flown travel. Reimbursement RequestI'm very sorry to hear that you had to purchase new tickets after your flight was cancelled for a second time. Respectfully, because the cancellation was due to weather, we are unable to reimburse passengers for expenses they may have faced when flying with another airline. Come Back SoonI apologize again for your past experience, and I hope you choose to give Frontier another chance. I'm sure your next experience with us will be a good one! Kindly, Customer Relations SpecialistFrontier Airlines

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

February 4, 2015 of our new six month expiration policy. Additionally, post cards were sent to members explaining our expiration policy. As a onetime customer service gesture we have reinstated 46,049 miles to your account. We look forward to serving you onboard a future Frontier Airlines flight in the near future. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.)
Im attaching a copy of the email discussion I have had with Frontier's customer care explaining why I do not feel this issue has been resolved.
[redacted]
I tried contacting you by phone (left a message but have not heard back from you). I still need to speak with someone that can resolve this situation. I do not accept the 100 travel voucher has sufficient compensation (My wife has already stated that she will not travel on your airlines again so a travel voucher does her no good) My big issue has to do with the additional money we had to spend on lodging and food! Your organization did the absolute least amount possible to help my wife during this very stressful time for her...basically the lack of customer care your company displayed is totally unacceptable from any type of business. I want to be compensated for the additional night lodging and for 3 meals. Please advise on what you need from my wife in order for her to be compensated or forward my name and email to someone within your company that can help resolve this situation.
Thank you
[redacted]

> From: [email protected]
> To: [redacted]
> Date: Thu, 3 Dec 2015 12:33:22 -0700
> Subject: Frontier Airlines: Lack of Customer Care and Service Incident: [redacted]
>
>
> Recently you contacted us for personal assistance.
>
> Your request and our response is displayed below.
>
> Thank you for allowing us to be of service to you.
>
> Subject
> ---------------------------------------------------------------
> Frontier Airlines: Lack of Customer Care and Service
>
>
> Discussion Thread
> ---------------------------------------------------------------
> Response Via Email([redacted]) - 12/03/2015 12:33 PM
> [redacted]
>
> I was unable to reach you at the number you provided. It stated you were not set up for voice mail.
>
> We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, a travel voucher is the only type of compensation the airline does provide. We do not refund flown tickets and I do show [redacted] did travel.
>
> Compensation is issued based on a customer service matrix. 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.
>
> [redacted]'s compensation will remain in our system for redemption until it expires on 2/20/16. 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. You can reach me at [redacted], please leave a message and I will return your call. The easiest way to reach me is via email.
>
> Kindly,
>
> [redacted]
>
> Customer By Email ([redacted]) - 12/03/2015 11:05 AM
> As I indicated in my initial complaint I want to talk to someone within your organization about all the issues that occurred. Please either call me at the number indicated below or give a phone number that I can call for someone who can actually help me. I do not want the 100.00 travel voucher as I will never travel with Frontier airlines again.
>
> > From: [email protected]
> > To: [redacted]
> > Date: Tue, 1 Dec 2015 11:46:59 -0700
> > Subject: frontier Airlines: Lack of Customer Care and Service Incident: [redacted]
> >
> >
> >
> >
> >
>
> Customer By Email ([redacted]) - 12/03/2015 10:46 AM
> > From: [email protected]
> > To: [redacted]
> > Date: Tue, 1 Dec 2015 11:46:59 -0700
> > Subject: frontier Airlines: Lack of Customer Care and Service Incident: [redacted]
> >
> >
> >
> >
> >
>
> Response Via Email([redacted]) - 12/01/2015 11:46 AM
> Dear [redacted],
>
> I am sorry for the delay in responding to your concerns.
>
> On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience our flight disruption caused [redacted] while traveling with us. Our number one priority is the safety and well being of our passengers and crew and periodically our flights have to be delayed due to this reason. However, that does not excuse poor treatment of our valued customers and I have logged your description of how the delay was handled.
>
> My research shows a $100 voucher was issued to each passenger, which can be redeemed online for future Frontier travel. To redeem the voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number:
>
> This voucher must be redeemed by 2/16/16, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
>
> Kindly,
>
> [redacted]
> Customer Relations Specialist
> Frontier Airlines
>
> [redacted]
> Electronic Vouchers:
>
> Are not redeemable for cash.
> Must be booked within 90 days from date of issue.
> Note: There are no restrictions on travel date.
> Are one-time use, meaning there will be no remaining value after redemption.
> May not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
> Are 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.
> May not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.
>
> Auto-Response - 11/23/2015 06:55 AM
> Thank you for sharing your feedback. Please be assured your message is important to us and is being reviewed in the order it was received. A specialist will respond as soon as possible.
>
> For immediate travel concerns, please contact Reservations at [redacted] for assistance.
>
>
> Customer By Web Form ([redacted]) - 11/23/2015 06:55 AM
> To whom it may concern.
>
> I need to talk to someone within your organization that can actually resolve the many issues that my wife is currently experiencing while traveling with Frontier. Please call me at so that we can discuss. If no answer please leave a message with your name and a direct call back phone number.
>
> Thank you
> [redacted]
>
>
> ---[redacted]---
>
>

I am not satisfied, this case is not resolved.

06/08/2016 04:05 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. I understand you are requesting compensation for not taking the connecting flight from Denver to Las Vegas because you were placed on the non-stop flight from Houston.   Connecting Flight The $169 per person that you paid to get from Houston to Las Vegas does not take into account the fact that you were connecting in Denver, therefore I am unable to give you a partial refund as you requested.   Weather Cancellations I know that you're flying with us because you have to be at a certain place at a certain time. That's a reasonable expectation. All airlines are at the mercy of Mother Nature when there is a storm or lightning in the area. We try to get our planes off the ground as soon as they get cleared from Air Traffic Control.   Compensation I would like to apologize for the overall experience you had while traveling with us in May. Your experience was far from normal. We want you to fly with us again and while I cannot offer monetary compensation, I have issued you and your travel companion $50.00 vouchers each.## Each voucher must be redeemed by September 5th, but you do not have to travel within this time frame.   We hope you change your mind about flying with us and hope to see you on a Frontier flight soon.   Regards,   [redacted] Customer Relations Frontier Airlines

Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We are conducting an internal investigation into some of the circumstances you explained in your complaint. We appreciate your patience while...

this is completed so that we can properly address your concern. Thank you again for your patience. Kind regards, Jenni Customer Relations Specialist Frontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesWe are sorry that your baggage was not at your final destination when you arrived. This is not the experience that we strive to provide for...

our passengers and we apologize for any inconvenience you've experienced. Moreover, it's disappointing to hear that you were unable to receive finite update on the location of your bag. I am happy to see that you were able to pick up your bag from Dallas around 10 PM on the evening of the 9th. Things You Should KnowI'm really sorry that you felt our customer relations agents gave you the run around. Our baggage-trained customer relations personnel rely on the airports to manually update our system so that we can know the location of the bag. I know that this can be frustrating when an agent is unable to get a solid answer on the location of your bag. Please know it is never our intent to inconvenience you. How I Can HelpAs a gesture of apology for the bag delay you experienced, you were issued a $100 voucher (#xxxxxxxxxxxxxxxxxxx) to use on a future Frontier Airlines flight. Your voucher expires on April 10, 2018. You do not have to fly by this date, travel just needs to be reserved before the expiration date. Please see below for further redemption details. Be advised that we are also happy to review any receipts for reimbursement for purchases you made while you were without your bag. We Value Your BusinessI'm really sorry about the trouble you experienced while trying to be reunited with your delayed baggage. With that being said, I appreciate the time that you have taken to let us know about the issues you encountered. Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. We hope to have the opportunity to fly with you again in the future. Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/01) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
First of all I would like to apologize for our lack of communication. I'm sorry...

you were advised to faxed and emailed your receipt to the incorrect departments.
I appreciate you sending your hotel receipt. I have requested a check refund in the amount of $278.38 for your hotel to be sent to your Callaway address.
Your continued support is very important to us. Therefore, we hope this incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs under more pleasant circumstances.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although Frontier did respond via email they would reimburse my full hotel bill, it's been two weeks and no payment has been received. Frontier has also NOT responded to my email requests for an update on the payment status and/or tracking number for delivery of my refund.
Until my refund is received I will not accept Frontier's response.
[redacted] cell
Final Business Response /* (4000, 14, 2015/10/11) */
Dear Mr [redacted],
We have received your rebuttal as submitted to the Revdex.com.
As I mentioned in my previous email, I sent out a check request on August 31. This will be sent to the address on file. Please allow 3(9/21/XX)-X (XX/12/15) weeks for delivery.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today, 19Oct2015and one full week past your self-imposed due date of 12Oct2015no payment has been received. Your rebuttal is hereby rejected.
I also drafted a second letter of complaint to the Colorado Attorney General's Office and dropped it in the mail a few moments ago. I will continue to send letters until I receive my refund.
I continue to be amazed at the lack of responsiveness on the part of Frontier Airlines to resolve a relatively simple refund from a cancelled flight due to an "Elite" (chuckle) member of your frequent flier club.
Enjoy your week.

06/13/2017 04:30 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Per the terms of the Early Returns mileage program which state:    Frontier Airlines reserves the right to change or terminate...

the EarlyReturns® Program, in its entirety or any part thereof, without notice to Members. Changes may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinations.Such changes to the Program may also include modifications which: Govern mileage credits earned on and after the date of change Change the value of already accumulated mileage credits Govern mileage credits earned on and after the date of change in the value or already accumulated mileage credit      Regrettably, I would not be able to honor your request to  reinstate your expired miles . Records show your miles expired on 11/10/15, which is to far back to be reinstated.   I appreciate the time you've taken to share your feedback. It's important we remain consistent with our policies and I'm sorry you're not happy with our resolution.   Regards,   [redacted]