Frontier Airlines, Inc.

Initial Business Response /* (1000, 6, 2015/11/02) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you purchased economy tickets. Any changes made is a $99 change...

fee plus any current fare difference. I'm sorry your schedule has been changed not allowing you to travel on your original dates. Please understand most people have obligations in their lives and when in doubt you can always purchase "The Works", where there are no change fees or purchase travel insurance.
We advise of change fees while booking your reservation as well as on our web site. Here is a link:
http://content.flyfrontier.com/travel-information/travel-policies
ITINERARY CHANGES
If you would like to change your itinerary prior to the day of travel (date changes or city changes), you may do so at the My Trips section on FlyFrontier.com. If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased, including all tickets sold as Classic Plus tickets, you may visit Flyfrontier.com and apply the value of your purchase to your new ticket without any penalty, subject to any difference in fare and/or options prices. Otherwise, you must pay the difference between the fare already paid and any difference in fare and/or options prices, as well as a non-refundable change fee of $99.
All exchanges have no residual value when exchanged for a purchase of lesser value.
Regards,
[redacted]
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:Youve stated above multiple occurrences of the business's incompetence and you claim youre at fault for all of them but you still don't offer any reimbursement?  Kind of company operates this way?  Even better what kind of person works for a company like this ? My experience with Frontier airlines has left me completely disgusted
Sincerely,
[redacted]

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

This response almost mirrors the initial response I received from Frontier Airlines and appears to be a form letter up through the last paragraph which addresses my voucher. I made it clear in both my original email to Frontier Airlines and in my initial complaint with the Revdex.com that I had/have no interest in a voucher from Frontier as that does not compensate me for the flight I had to purchase due to their incompetence when dealing with a delayed flight and their inability to provide me with an accurate timetable indicating my return to SFO when my flight was continuously delayed. Due to their poor service at the airport, on the phone, and via email correspondence, they have given me no reason to believe they can provide better service so there would be no reason to subject myself to this sort of heinous experience in the future.

10/18/2016 10:19 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Third Party BookingWe have fully disclosed our pricing structure to all third party agencies and while they are required to share...

this information during the booking process, often times its not as clear as it is on our website. Visit Frontier for the most up-to-date and accurate policies.  I apologize if you were not aware that bag fees are charged per direction of travel. And are non refundable once purchased.   Explanation of FeesRecords show on October 2nd you paid $30 for 1 carry on bag and $25 for 1 checked bag for your outbound flight and the same for your return flight.  I show an additional $30 checked bag fee was charged on October 8th, (which has been placed on a $30 credit shell). I do not show where you were over charged for bags. We Hear YouI understand your frustration and I'll share your concerns with our Marketing team. 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.Thank you for contacting us about your experience. It's feedback like this that help us identify areas to review further. Kindly,[redacted]Frontier Airlines

10/07/2016 12:21 PM  Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I have reviewed your submitted receipts and have processed your claim. Please allow 2-3 weeks for the check to be...

issued and mailed to you.   Should you have further questions and/or concerns, please feel free to contact me or any of my colleagues at ###-###-####.   Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/05/28) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records show that Customer Relations Specialist [redacted] responded to your...

complaint with the DOT on May 27th. Below is her response.
Please accept our sincere apology for the phone wait times you encountered. We recently went through a transition in our technology systems to help improve our customers' experience by implementing a new reservation system and website. The updates provide added functionality and more self-service capabilities. More importantly, we have been increasing our staff levels to better assist in handling call volumes. You will be happy to hear these improvements have significantly reduced call wait times. You are welcome to email our Customer Relations Department 24 hours a day, 7 days a week and they will respond as soon as possible. We will forward your comments regarding the misinformation you received regarding our response time.
As you can imagine, flight irregularities can be very challenging. 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. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.
Mr. [redacted], we respect your reason to stay within the unsecured area of the airport while you ate dinner, however, please know Frontier Airlines does not control TSA Check Point operations. We recommend all passengers [redacted] in and proceed through security. Once TSA is closed for the night, passengers [redacted] not able to enter the secured area of the airport for flight departure.
Due to the missed flight, our agents would be able to help assist you with the next available Frontier Airlines flight for rebooking. Although I am disappointed that the TSA closure impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses.
Your continued support is very important to us. We certainly hope to have the opportunity to welcome you on board a future Frontier flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier, in its response accepts no responsibility for its actions or obligations as an airline. It shows complete disregard for basic components of its role as an airline and the consequences of its extreme cost cutting that makes being a passenger [redacted] Not working with the airport and TSA to ensure that passenger [redacted] are met, especially in the face of habitual and extreme delays, as well as not adequately staffing a call center so that hold times are within reason lead to customer situations like mine where real financial and emotional harm are inflicted by the airline. I do not accept their response and would like this to be pursued further.
Final Business Response /* (4000, 18, 2015/06/29) */
Dear Mr. [redacted],
We have received your second rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We regret that you missed your flight due to the TSA security checkpoint closing during the delay of your flight. It is not the airline's responsibility to ensure that TSA remains open through the final departure. Delay situations can be fluid so we always recommend passengers [redacted] near the gate area.
Although I am extremely disappointed that these circumstances impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses based on a problem you encountered with TSA staffing. No compensation can be provided.
Best,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 20, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While you claim no responsibility, that simply does not jive with basic logic. Were you to not have had a flight at all it would be hard for me to imagine that TSA would have staffed that terminal without you there. That basic logic leads to the conclusion that TSA is there precisely BECAUSE you have flights that are operating. Then take the fact that you so routinely had your flight delayed, and the communication between you and the airport / TSA should have been that there was a need to account for this issue. Being that I was not the only person to experience the problem, and I'm going to make a safe assumption that the issue has been somewhat frequent, you do bear responsibility for the passage ** your customers to the plane that they've paid to board and have taken no steps to remedy the situation. The fact that you've gone "ultra low-cost" does not excuse the neglect for the necessary terminal fees to account for the TSA staffing needed to serve your customers. Then the lack of staffing at the airport counter or your call centers, or a reasonable amount of concern shown by those employees due to the fact that you shipped all of their jobs overseas caused further hardship - both financial and emotional. I will not stop in my efforts to resolve this issue as I was wronged and will not stop until this is made right. I am not ok with businesses that take active efforts to treat customers worse over time, and I take some solace in knowing that it is a proven ineffective strategy in the medium and long-term and you will not survive as a business for your disregard for your passengers. In the meantime you've missed out on about $10,000 worth of travel I've booked through other carriers when I was formerly loyal to your airline. I hope that this is all worth it to the folks at Indigo that are instructing you to think of passengers ** highly durable packages that can be tossed around carelessly.

Complaint: [redacted]
I am rejecting this response because: I was lied to by the staff on the plane. Plain and simple. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/02) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with us recently on...

May 15th. In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you.
Our records indicate that you were reunited with your bag on May 18th. A refund has been requested for your $25.00 checked baggage fee. Please allow up 7 days for processing on our side.
If you would like submit receipts for any interim expenses you had for consideration for reimbursement, please send them to:
Frontier Airlines
Attn: CBS
PO Box XXXXXX
Denver CO XXXXX
We sincerely apologize for any difficulties you experienced while trying to contact Cincinnati regarding your baggage delay. We appreciated your patience.
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

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.

12/24/2016 11:17 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you...

experienced a flight cancellation. I also know that you expect to get where you're going safely. Your flight was cancelled due to weather down line impact for your flight. It's never our intent to disappoint our passengers.   Our Apologies I apologize for the difficulties you encountered when trying to check in for your flight. I understand the inconvenience you experienced when you arrived at the [redacted] airports and our check in agents were not there. I'm really sorry the inconvenience you experienced. Be assured we have made your comments available to the [redacted] airport manager so they may follow up on this valuable training opportunity   We're Here To Help We have refund you fully for your cancelled flight. You should expect to see this refund appear back on your [redacted] credit card within the next 7-10 business days.   Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Kind regards,[redacted] Customer RelationsFrontier Airlines

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]

Initial Business Response /* (1000, 6, 2015/11/23) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you have flown 16 segments and 8,664 qualifying miles during...

this rolling calendar year. We have seen a few cases where the online system states the member has met qualifications for Elite when they haven�'.
As a customer service gesture, due to our online system error we will upgrade you. You must meet the qualifications purely for following qualifying year.
Regards,
[redacted]
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/12) */
Dear Mr. [redacted],
We are in receipt of your correspondence with the Revdex.com and we welcome the opportunity to address your concerns.
We also apologize for the delay of your luggage when you traveled with us on March 21, 2015. It is never our...

intention to inconvenience our passengers.

Original receipts for interim clothing and toiletry items purchased while the bag was being traced may be mailed to the following address. If you would like to expedite the process, you may scan the receipts to an email to [redacted]@flyfrontier.com we will then forward your information to the Puerto Vallarta management team for assistance.

Frontier Airlines, Inc.
Attn: CBS
P. O. Box XXXXXX
Denver, CO XXXXX

We also have refunded your $40.00 bag fee paid to transport your bag. The refund will go back to the credit used to purchase. It will be your Visa card ending in 0556. Please allow 7 days to process.

If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Frontier did was copy an exact message they sent to me almost two months after the issue originated. This does not change the nature of their customer relations. I recognize they are attempting to be personable, but they have repeatedly ignored my request for assistance until now.
They do not deserve any leniency in regards to their lackluster performance in customer service. I recently read an article that states Frontier Airlines receives the highest number of customer complaints (http://www.coloradoan.com/story/news/2015/05/12/frontier-airlines-complaints-st...⇄ Only when pressure of complaint from the Revdex.com, did the company do the bare minimum. I hope these complaints do not fall on deaf ears. Because as the story states, I am not alone in this matter.
Thank you,
[redacted]
Final Business Response /* (4000, 13, 2015/06/07) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
It appears that Central Baggage may have forwarded your receipts to Puerto Vallarta to handle the reimbursement. I have reached out to Central Baggage for more details on this issue. I'll keep you updated with any information I find.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom it may Concern -
I know the Revdex.com must get a lot of emails and/or complaints regarding customer relations and dissatisfaction.
I have said this in previous correspondence and I will repeat; Frontier is not really responding in any serious fashion. They are simply copying the Revdex.com on messages sent to me. If you were to stop and actually read the context of the message you would see there is nothing helpful. In the last message, in reference to the message attached here, Frontier is attempting to "pass the buck," to Puerto Vallarta, which had nothing to do with losing my luggage for five days.
I hope I do not have to respond to every little message they copy the Revdex.com on. I also hope no matter the outcome with Frontier and myself, they do not get off the hook, because they have already completely blown it. The Customer service is less than pathetic and every person who might need to travel should be made aware of the dangers of flying Frontier.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:14 CFR 250.5 sets forth the required compensation for airline passengers involuntarily denied boarding. Based on the facts at hand and per 250.5(c), I am entitled to 400% of the fare for my return flight from Tampa to Philadelphia ($176.60 X 4 = $706.40).  (1) Frontier is a carrier per 250.1; (2) the flight was oversold - when I attempted to check in online on Monday, February 5th for my flight on Tuesday, February 6th, the reservation was changed to Wednesday, February 7th.  When I called customer service, I was first told that I was “accidentally moved” (yet no one thought to tell me of this). When I inquired about being put on the original flight, I was told the flight was overbooked and this was not possible.;  (3) Frontier did not offer alternate transportation that arrived at the final destination less than two hours after the planned arrival time - the suggested flight offered was 24 hours after the original flight was due to take off.;(4) no exception identified in 250.6 applies. 400% of the flight for which I was involuntarily denied boarding is $706.40. I request the check for $406.42 to pay for the costs incurred due to Frontier's dishonest, evasive and negligent business practices.  This includes the rental car, hotel, and meal vouchers.  I am still owed $299.98 on top of the $406.42 which is why I cannot agree that this has been resolved.I have communicated directly with Frontier on multiple occasions and they are aware of my position.Sincerely,
[redacted]

01/18/2017 07:50 AM Dear Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the delay of your bag and the way the return of your bag was handled.  We will be happy to address...

those concerns with you.  Regarding your damaged bag and the necessity to purchase the additional bag, please send in that receipt to us here in Central Baggage and we will be happy to process that receipt for reimbursement.   If you have original receipts for interim clothing and toiletry items purchased during the delay, they may also be scanned and sent to [redacted] for our management to process. You may reach our Central Baggage Service office directly: [redacted], with any inquiries.   Regarding your request for a flight refund, I am sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,     [redacted]

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]

01/04/2017 02:57 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the delay of your luggage when you travelled with Frontier Airlines. We apologize for the...

inconvenience you experienced.   Our records indicate your luggage has been restored to you at this time. If you have original receipts for interim clothing and toiletry items purchased during the delay, they may be scanned and sent to [redacted] for our management to process. You may reach our Central Baggage Service office directly: [redacted], with any inquiries.   Central Baggage has requested a refund of the $30 baggage fee you paid. The refund will go back to the original form of payment.  Please allow two credit card billing cycles for this process.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,     [redacted]

Response Email   10/06/2017 12:19 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Cancellation Fee Per our Contract of Carriage, if a passenger cancels a ticket before the...

schedule flight departure time, the value of the ticket less a service fee will be retained for 90 days from the date of cancellation of the ticket in the form of an electronic credit. The credit has no cash or refund value and may only be applied to a single subsequent ticket on a Frontier flight for the same passenger as the original ticket.   Your Credit Since the ticket was not cancelled within 24 hours of the original booking, a credit shell less the cancellation fee of $198 was issued to the reservation. Your credit shell of $1,104.80 can be applied to any Frontier flight and expires on December 26th, 2017. You do not have to fly within this time frame, but travel does need to be booked prior to the expiration date.   To redeem your credit, please go to [redacted] when you are ready to book travel. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXX,  and this email address: [redacted]. If applicable, a credit card will be required for any residual value.   While I apologize for the inconvenience, the reservation does not qualify for a refund.   Come Back Soon Please know we value your business and look forward to welcoming you aboard a future Frontier flight.   Regards,Customer Relations SpecialistFrontier Airlines