Frontier Airlines, Inc.

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

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]

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, 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

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]

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

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]

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.

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

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

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

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

01/04/2017 09:53 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting us and we apologize for the delay in our response. First, I just want to say on behalf of Frontier, we are sorry....

  Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter. Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned. Our Regrets I'm sorry you incurred additional expenses due to the recent flight disruption you experienced. I understand the inconvenience this has caused. We're unable to reimburse for expenditures like the ones you described.   Thank you for flying Frontier Airlines.   Kind Regards,   [redacted] 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]---
>
>

Response Email   02/21/2018 07:14 PM Hello [redacted],   Thank you again for your feedback as we are always seeking ways to improve as an airline. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   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 maintenance. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.   Cancellation I apologize once more for any confusion surrounding your return flight. As indicated by my previous email, when you reached reservations requesting to get rebooked for your cancelled flight, your return flight was also cancelled. I apologize once again if this was not your intention and your comments have been shared with our Reservations supervisors to help ensure that you're experience is not repeated.   Refund I understand your frustration with the flight disruption you experienced. Because we were able to rebook you on your flight home to New York, your return trip doesn't qualify for a refund. However, I have issued you a refund in the amount of $103.35 to your card ending in XXXX to cover the cost of your cancelled flight to Miami. Please allow 7 business days for this transaction to post to your account.   We Value Your Business In an effort to make things right, each member of your party was issued two travel vouchers in the amount of $200 each to use towards future Frontier flights.   [redacted]: (xxxxxxxxxxxxxxxxxx) (xxxxxxxxxxxxxxxxxx) [redacted]: (xxxxxxxxxxxxxxxxxx) (xxxxxxxxxxxxxxxxxx) [redacted]: (xxxxxxxxxxxxxxxxxx) (xxxxxxxxxxxxxxxxxx)   Your vouchers expire on May 7th, 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.   Come Back Soon Please don't hesitate to reach out further with any additional questions or concerns and I would be delighted to assist. Thank you in advance for giving us the chance to impress you on a future flight. I'm confident you're next experience with us will be great.   Kindly,Customer Relations SpecialistFrontier Airlines

Sent: Monday, February 26, 2018 11:45 AMSubject: Your Refund Check Ms. XXXXXXX,Per my conversation with Mr. XXXXXXX on Friday we have issued a check in the amount of $240.30 for the refund of your flight.The check will go out via FedEx this afternoon to the address your husband provided to me:...

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXThe tracking number is:  XXXXXXXXXXXXXXXI have also voided the voucher per his request.Please let me know if you do not receive the check.Kindly,

10/09/2016 02:00 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Third Party BookingMy records indicate that you booked through a third party. When you book with a third party all personal information is...

not in our system. I looked at your account and your email was not in our system as the third party has it. I highly recommend you book through our website next time so this will never happen again.We Hear YouI am extremely sorry this happened. We are working with our third party agencies to ensure this will not happen again. We have refunded your [redacted] card for $995.Thank you for contacting us about your experience. We are incredibly sorry again.Kindly,[redacted] Customer Relations SpecialistFrontier Airlines

I am not satisfied, this case is not resolved.

Complaint: [redacted]
I am rejecting this response because: [redacted] does not own the Frontier Airlines and it was the airline that failed to do the maintenance to the generator on the airplane. We talked to the gentleman taking our boarding passes when we were brought back to the terminal and taken off the airplane and he ([redacted]) told us the airline knew about this for 3 weeks. What would of happened if we were in the air and the pilots had no instrument panel to fly the plane. The generator that went out was for the control panel instrument panel. What are the lives of the passengers on the plane worth. [redacted] HAS NOTHING TO DO WITH THIS. If I have to I will have the [redacted] inspect ever plane Frontier has. [redacted] is responsible for recalls on cars not the person I bought the car from. [redacted] buys tickets from Frontier.  [redacted] is Frontier customer they are purchasing a service from Frontier, Frontier is the first provider the maker of the product I purchased.If I buy some thing from a store the manufacturer is responsible for getting you a replacement.  Bottom line is all Companies like Frontier want to pass the buck to someone else.
Sincerely,
[redacted]

02/11/2016 02:26 PM Dear Mr. [redacted], We have received your rebuttal as submitted to the Revdex.com. Below is a copy of our bag fees from our web site while booking your reservation, it come up after the seat map. It has departure and returning fares for checked and carry on bags. After the below page is where you have to enter your credit car information. Regards, [redacted] Customer Relations Specialist Frontier Airlines