Frontier Airlines, Inc.

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

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for any...

inconvenience you experienced due to flight cancellations on September 28. 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 that it is never our intention to disappoint our passengers.
During times when we are experiencing cancellations due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations. We do compensate passengers during mechanical related delays, as you were compensated $200, which is our maximum compensation.
Our records indicate you bag was delivered October 1 at 9:45 am. On September 23 you paid $25 for your bag on your out bound flight and on September 28 you paid $25 for your return flight, you were refunded $25 bag fee for your return flight. Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We hope you understand that safety for our passengers [redacted] crew is always our number one priority and we look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 15, 2015/11/19) */
Central Baggage,

I have not heard back from Frontier since Oct 19. At what point can I expect to be responded to or reimbursed?!

[redacted]
XXX-XXX-XXXX
Final Consumer Response /* (4200, 19, 2015/12/08) */
[redacted]
Please advise the amount I am being compensated. I have still not received the check, 12 days later. Are you sure it was sent on 11/25?
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 23, 2015/12/20) */
Mr. [redacted],
We have put a stop payment on the first check, and issued a new one. It should have been mailed yesterday. Please monitor your mail and let me know when you receive it.
It is being sent to the address you included in your Revdex.com complaint:
[redacted]
[redacted] XXXXX
The Minneapolis station tried to contact you regarding the amount. I believe the receipts for eligible expenses totaled $165.00.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   11/04/2017 07:54 PM Hello [redacted],   Thank you for contacting Frontier Airlines in regards to your recent flight from [redacted] to [redacted] on November 4th. I'm really sorry to hear that you feel our website had an error which changed your original booking of a 7:30...

PM flight to an 8:30 AM flight.   Refund or Exchange I definitely understand that errors happen when booking online. I don't doubt your honesty, but unless you can provide evidence that this error occurred than we have nothing to base this decision on. I sincerely apologize if you feel we have been unreasonable to your requests. However, even if the error was made on our website, we provide a order review before allowing you to purchase the tickets online. Additionally, we provide a 24 hour grace period for you to make corrections to your bookings without a change fee so long as your flight is more than 7 days out.   Our Apologies It is never our intentions to be unfair to our customers. As a one time customer service gesture for your troubles, I have issued each member of your party a $50 Flight Voucher for use on a future Frontier flight. These vouchers will expire on February 5, 2018. You do not have to travel by this date, bookings can be reserved as far as Frontier's schedule allows. Again, I apologize for any inconvenience you experienced as a result of this scheduling conflict.   [redacted]   Come Back SoonI apologize again and 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! Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 11, 2015/11/23) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate reservation [redacted] for [redacted] had two charges one for $119...

for the original reservation and a $99 same day fee, there are no charges for a name change.
Your father [redacted]'s reservation code [redacted] has one charge of $89 and there are no charges for a name change.
Do you have different reservations that have the name change charges?
I await your reply.
Regards,
[redacted]
Customer Relations
Frontier Airlines

Dear [redacted],Thank you for your response.Please accept my sincere apology for any inconvenience this may have caused you and understand your frustration regarding this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur.After thorough review, your...

refund request has been approved. We have refunded the amount of $110.00 in ancillary fees that were paid as well as the ticket price of $253.00 back to a MasterCard ending in [redacted].Please allow 7 business days for processing, and 1-2 billing cycles for the funds to appear on your statement.Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope for the opportunity to restore your confidence in our services.Sincerely,[redacted]Reservations SpecialistFrontier Airlines

11/07/2016 06:07 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Checked Baggage We understand that it can be frustrating to purchase baggage and later decide to not bring baggage only to find out...

that the baggage fee is non-refundable. This information is available on our baggage page in the checked baggage section. I apologize for any inconvenience this may cause.   Thank you for choosing Frontier for your travel needs. We hope we have the privilege of welcoming you on a future Frontier flight soon.   Kindly,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/01) */
Dear Ms. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
In order to access your travel record, I will need additional information. Please...

send your confirmation code so we may research your bag fees.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

11/08/2016 09:28 AM Hello [redacted], I would be happy to apply the $50 voucher to your son's reservation. Will you reply with your son's reservation code? I will then refund the $50 back onto the card used to pay for the reservation. Promo Codes [redacted] I apologize you were not able to book the...

reservation with the SAVE75 promotional code, but I did ask when you booked the reservation so I could see if it was applicable. Each promotional code has restrictions and blackout dates. It may have been that you were trying to book on a date where the SAVE75 promo code was not applicable.   I look forward to hearing from you soon. Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I would first like to apologize for the delay of your original flight from Miami on...

June 6th. As you can imagine, flight irregularities can be very challenging. The decision to delay or cancel a flight is not an easy one. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint or inconvenience our passengers. As the delay was over 3 hours, I am glad to see we were able to provide you with a refund of that reservation.
I would also like to apologize for any misguided information you received about your second reservation from Trenton. Typically, even though your second reservation was in tandem with your trip to Trenton from Florida, our tickets are non-refundable unless there is a flight disruption on our part that prevents you from taking the flight. The reservation agent should not have advised you that we would be able to refund the second reservation if you were unable to make it. According to notes in Reservation [redacted], you called into our reservations department on June 1st and was advised that there would be a $75 cancellation fee if you decided not to take the reservations. It should have been at that point that the agent should have advised that the cancelled reservation would be placed as a credit for future travel. I sincerely apologize that this information was not provided.
As a customer service gesture for this error, I have waived the $75.00 cancellation fee and have provided you with a full credit of your entire reservation for future booking with Frontier Airlines. Respectfully, we will not be able to provide you with a refund of the fare as it is a non-refundable fare.
When you are ready to reschedule your reservation please contact our Reservations Center at XXX-XXX-XXXX with your reservation code [redacted] The total amount of credit you will have is $204.20.
Once again, we apologize for the unpleasant experience you had with us. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Sincerely,
[redacted]
Customer Relations Lead
Frontier Airlines
[redacted]
Reservations Center: 800-432-1359 (800-4321-FLY)

12/04/2016 04:12 PM Hello [redacted],I apologize for your disappointment in my last response.Unfortunately if the promotional code did not apply, it was a day when the promotion was not available. When you use a promotional code, it does not automatically direct you to the applicable dates. I understand that you feel this is deceptive, and I have forwarded your concern to our Marketing department for consideration. Regarding the voucher, I had already applied it to your son's reservation. This explains why the voucher code no longer worked. $50 should have been refunded to your card ending in [redacted]. Unfortunately I am unable to provide you with additional compensation. Thank you for addressing your concern with us. Have a great afternoon [redacted].Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

08/12/2016 11:42 AM [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm sorry for any miscommunication regarding the departure date of your flight on June 30. When you booked this flight online, you selected the departure and arrival date of June 30. Also an email confirmation was sent indicating flight [redacted] departed Los Angeles June 30 at 12:59am and arrived in Orlando June 30 at 9:02am.As I stated in my previous email your tickets are non refundable. I refunded the baggage and seat fees for all 8 passengers. The refund for reservation [redacted] was $234 and for reservation [redacted] was $12. This has been refunded back to the original credit card ending in 3616.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

Tell us why here...Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Customer Service Is KeyI am really sorry for the experiences you had with our agents while trying to get reunited with your bag. We work hard to obtain updates in a timely manner so that the passenger does not have to worry about the status of their delayed bag. It's disappointing to hear that this was not our experience. We Care About YouFlights that have been flown are not eligible for a refund despite any bag delay that may have occurred. We regret any misunderstanding surrounding this policy. While I am unable to issue any sort of refund for this experience, I am happy to issue you a $150 voucher (#xxxxxxxxxxxxxxxxxxx) as a gesture of apology for this experience. This voucher expires on June 22, 2018, but you do not need to travel within this time frame. Travel simply has to be reserved before the expiration date. Please see below for further redemption details. Your Opinion Is ImportantFeedback 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 are always looking for ways to enhance our customer experience and we can only do that with your help. Regards, Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:What Frontier did is wrong and even if was my fault other companies like [redacted] give you another ticket. I am completely convinced they sold my ticket to another passenger .Frontier do not have professional etic they only care how to make more moneyI was told by several coworkers and friend do not expect anything for them.I am very thankful for your collaboration, but I guess it is not more to do it . They lose already a client with me. I will make sure to let anybody knows do not use Frontier because it is not a trusty company ,the service are bad, employees rude and they do not have a sense of respect and honesty.Please I will appreciate if you can put this message with my complain it will help others to not use that shady company
Sincerely,
[redacted]

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]

Response Email   11/02/2017 09:09 AM  Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Please accept my apology for any confusion regarding your seat assignments. With your injury...

we would accommodate you an upgraded seat for your leg at no additional cost. This was done for you when contacting our reservations department on October 2, 2017 for both the outbound and return flights.  The entire row would not be provided without purchasing the seat.   After contacting us regarding your return flight agents were able to secure and entire row for you for the same fare as you had purchased your seat for. Your seat was provided and the additional seat fee was charged. You and your mother were both provided a $50.00 travel voucher as a customer service gesture. Respectfully. tickets that are flown are not refunded.   I understand this was a frustrating inconvenience once onboard and I can only assure you these are not the standards we strive to maintain. Be assured that your comments have been forwarded to the Leadership Team responsible. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.   We regret that your experience did not meet your expectations. We hope for the opportunity to restore your confidence in our services. Regards,    Customer Relations

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 refund for the flight you will not be able to take with us this February. I'm sorry that you are unhappy with...

our cancellation fees. I must respectfully advise you that all of our tickets are non refundable, a policy which you agreed to upon purchasing your ticket. However, as a one time customer service gesture, I have cancelled your booking and refunded the cost of your reservation, $126.60 back to the card ending in xxxx. Please allow 4-6 business days for these funds to show in your account. I understand that you are not happy with our policies, but I hope that this won't deter you from traveling with us in the future. Regards, Customer Relations SpecialistFrontier Airlines

03/01/2018 06:24 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for letting me know about your flight delay on February 12th when traveling from Islip to Tampa. I'm really sorry...

to hear about this disruption to your travel plans.   Safety is Our Priority At 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 for this reason. Please accept my apology for the unexpected interruption, and the wedding which was missed as a result. It's never our intent to disappoint our passengers.   Compensation I understand your frustration with the delay you experienced. Because you flew your flight to Tampa, your reservation doesn't qualify for a refund. However, I do see that you and [redacted] were issued Frontier vouchers in the amount of $150 each to win back your confidence with us.   Each member of your party may use this voucher towards future Frontier travel. Your vouchers expire on May 16, 2018 but you do not have to fly before then. Travel just has to be reserved before the expiration date. I have listed your voucher numbers and further voucher redemption details below for your reference.   [redacted]: xxxxxxxxxxxxxxxxx   [redacted]: xxxxxxxxxxxxxxxxx   We Value Your Business Thank you again for contacting us about your recent experience. I recognize this 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.   Regards,    Customer Relations Specialist Frontier Airlines

02/13/2017 12:28 PM Hello [redacted], I'm in receipt of your email to our Executive team and also as submitted to the Revdex.com. Thank you for letting me know about your recent Frontier experience. Our Apologies I'm sorry to hear how things turned out when you arrived at our check in...

counter. Frontier has a strict 45 minute cutoff 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. Check-In We recommend passengers get to the airport at least 2 hours in advance of your flight. Online check in is available 24 hours prior to departure and I see from the history you were able to do so. If you've checked in online and printed your boarding pass and are not checking a bag you can proceed to security and then gate without stopping at the ticket counter. Kiosks are also available to print your boarding pass prior to the 45 minute cutoff. I understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We did have a flight departing after your flight and because it was too late to check you in the other passenger was assisted. I apologize this was not presented or explained in a more professional manner. We take these types of reports seriously and use them as training opportunities. While the fare purchased is non refundable I have issued you a voucher for the full amount waiving the $99.00 change fee. Instructions on redeeming are below. [redacted] Thank you for letting us know how we can improve. Kindly, [redacted]Customer Relations Specialist Frontier Airlines 02/13/2017 01:18 PM I'v filed a discrimination lawsuit. You will hear from my attorney soon. Thanks

Dear Mr [redacted]This is your third rebuttal as submitted to the Revdex.com.You seem to not understand, [redacted]'s call was pulled she indeed was advised of the change fee. Yes she was also advised you could use your credit at a later time with a $99 change fee plus fare difference. She was also advised if you didn't cancel and no show up at the airport your ticket would be marked as a "No Show" and no value would be left on your ticket.Regards,[redacted]Customer RelationsFrontier Airlines

09/27/2016 06:05 PM Hello [redacted],   I have received your correspondence from the Revdex.com.   I understand how this can be a frustrating inconvenience and I'm sorry that this is the case. As stated in my last email, in fairness to other passengers I am unable to waive the cancellation fee...

for your decision to not fly.   We hope to welcome you both aboard soon.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines