Frontier Airlines, Inc.

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]

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

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

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

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

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

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

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]

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

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]

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,

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.

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

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

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

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]

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

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.