Frontier Airlines, Inc.

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]

Dear Mr. [redacted], We have received your rebuttal as submitted to the Revdex.com. Please just respond to this email to clarify if you are talking about miles in your account expiring due to lack of activity, or if you are referring to tickets that you did not receive miles for in your account. I await your reply. Regards, Customer Relations 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, 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

Initial Business Response /* (1000, 5, 2015/08/06) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any confusion regarding the Economy ticket purchased. I'm...

sure it was a very stressful time for you.
We do allow 24 hours to cancel a reservation booked outside of 7 days. While Travelocity may note the 24 hour cancellation the 7 day policy is noted in terms and conditions on the payment page. We have no control over the content of 3rd party agencies and how they display information. The credit has been left open for you to book one year from the July 21, 2015 date of issue. If you could please forward documentation regarding your need to cancel on the physicians letter head the change fee will be waived.
Please let me know if you have any additional questions.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this moment, I am not comfortable asking my stepmother to ask the physician for my fathers death information on his letter head, so I can provide it to an airline, its macabre and uncomfortable for everyone involved. My stepmother hasnt been well since his death, I am not going to add this to her grief process... sorry. My father died, Im happy to provide the obituary but will not bother family members for the death info.
The other airline that was part of this ticket has refunded their portion and it was a painless process, frontier has gone out of their way to make this tedious and used contract double speak to validate their decision to keep $200 for a tix (marked...24 free cancellation) booked 2 hours earlier than the cancellation request.. the airline had ample time to resell that tix and is more than completely whole in this situation.
I want the credit issued with out the physicians letter... or does Frontier want me to detail what we lived in this last year of my fathers dementia, his time spent in a geriatric psych facility, his complete loss of memory and then language and then ability to eat, his 6 days in a coma dying slowly...?
Final Business Response /* (4000, 13, 2015/09/07) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
With all due respect, since the customer is the one requesting an exception to the policy that was agreed to at the time of purchase, the burden of proof is on the customer. We regret any inconvenience or emotional stress this might create.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated previously... the issue is false advertising, not my needing an exception because of a death in my family, therefore I dont think I bear the burden of proof here.
Frontier air is Hiding behind small print.. the other airline I was also booked on, honored their 24 hour rule with no drama. Frontier has an excessive number of complaints of exactly this type lodged against them. If nothing else my refusal will be one more that someone might read and rethink ever using this airline.
Frontier is keeping money they didnt not earn (regardless of the small print) since the reservation was held for under 2 hours .. Frontier is entirely whole in this situation, they had a seat to resell within 2 hours of my making the reservation... Frontier is keeping money they did not earn and using false advertising to do so... this is the case at hand.

Complaint: [redacted]
I am rejecting this response because: I paid for (2) Airline tickets,not one. I responded back to the airlines with the message below as a compromise, based on my satisfaction and to close this matter. If not accepted I will move further. Also, I took a LOSS, not the airlines!
Sincerely,
[redacted]Unfortunately, I never flew from Atlanta to Austin. I do not accept your less than expectant offer. I spent $137.00 on another airline ticket from San Antonio to Phoenix, to ensure that I was in attendance for my court trial  timely by 1:30pm.  However, after picking up my luggage from Phoenix station, changing into clean clothes, picking up my rental car & driving to the Superior court.  I arrived at court frazzled & emotionally drained at 1:29pm.  Needlessly my bank account & I suffered because of a Frontier gate agent, who refused to allow me to board my flight.  Incompetence is not justification for my 1st traveling experience on Frontier airlines.  What I will accept is your reimbursement, also a travel voucher for $300.00.

ATTN Revdex.com: I have included 5 responses to Mr. [redacted] between 4-25-17 to 5-2-17  05/02/2017 07:10 AM Hello [redacted],I am very gald you were able to find a flight for your miles.Kind Regards,[redacted]
[redacted]   04/27/2017 12:47 PM   Hello [redacted],Thank you for your reply.You will notice on the calendar view that there are flights available on certain days for 10,000 miles on our routes. This will be true for everywhere we fly in the US. The sales pitch is true, you can fly to anywhere we fly for 20,000 miles round trip, but not any time. These fares are available but limited.Kind Regards,[redacted]Frontier Airlines   04/27/2017 08:32 AM , Hello [redacted],   Thank you for your reply.   ER Program [redacted], I take your situation very seriously. However, I also know that we have thousands of ER passengers who use miles for flights all the time. I am very sorry that you have not been able to find flights that work for you.   Our Regrets The only things I, or any other agent, is able to do is to give you our regrets, and try to help you find a flight that you could use miles on. If you have an upcoming flight you want to take I am glad to help you see if it is available for miles.   What I Can Do There are lots of flights available for miles. I have included a screen shot for our May flights from [redacted] to [redacted] as an example. There are fights available for miles everyday. Once again, I am glad to help you find a flight that you can use your miles on.   Kind Regards,   [redacted] Frontier Airlines  04/26/2017 12:26 PM   Hello [redacted],   Thank you for your response.   [redacted], I am not trying to avoid your question. The answer to how many seats are available for ER members is that it varies from flight to flight and route to route. If it is on a route where the planes always fly full, there will be less. This doesn't really help you.   Website I am trying to figure out why you cannot find flights for miles. Every flight I check on our website has flights available for miles. I am not certain why you can't find any. I am up on our site looking at the [redacted] to [redacted] flights. There are seats available for miles on everyday the flight is offered. Some for 10,000 miles. Our [redacted] to [redacted] route has seats for miles everyday after May 8.   We Value Your Business Once again, I am sorry you are having a problem finding flights to use your miles on. We try to make our Early Returns program a good value for our passengers. I am sorry for your experience.   Kind Regards,   [redacted] Frontier Airlines   04/25/2017 09:22 AM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Using Miles for Flights [redacted], a quick check of our website shows that most routes are offering fights for miles. To find the flights that are 10,000 miles each way, search the flight finder with "miles" checked. Use the calendar view after you have selected your dates and you are on the page that is asking you to select your flights. The calendar will show the amount of miles required for travel on each day of the month you choose.   Come Back Soon We are thrilled to be able to provide affordable fares to so many destinations and truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future.   Regards,   [redacted] Customer Relations Specialist Frontier 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

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

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. I appreciate the courtesy that was extended by the company. I do hope that in the future Frontier will consider lowering it's fees. When the fees began to cost more than the ticket, it makes passengers feel taken advantage of. Extra to sit with the people you purchased ticket's with, extra for bags, etc. When your done with fees, you could have just taken a flight with a larger airline. Again, thank you.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/15) */
Dear Ms. [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.
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.
Thank you for taking the time to write.
Regards,
[redacted]
Customer Relations Specialist
Frontier 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]

Complaint: [redacted]
I am rejecting this response because: My first vacation to [redacted] was ruined bc of this airline! I had to stay extra day that wasn't planned, so that mean I had to miss two days of work bc I didn't get home until Tuesday, I had to find someone to care for my kids which wasn't free,buy another plane ticket from another airline,pay [redacted] to pick me up from the airport and take me back to the hotel then pay my friend more money for another night at the hotel,more expensive food,then pay [redacted] back to the airport!! You guys have horrible customer service and don't give a [redacted] about what your customers had to go through when y'all cancelled our flights! Then y'all didn't cancel it right away. You guys kept delaying it having us thinking that we was going home the same day just later so we telling our job we will be at work the next day then y'all cancel it! I want compensation for my loss money and time! I don't want to hear about no weather bc that's a [redacted] lie that y'all telling me so I will be satisfied and y'all don't have to do nothing but I'm not [redacted] dumb!
Sincerely,
[redacted]

Response Email   02/16/2018 01:33 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our records indicate that a schedule change has occurred for your upcoming itinerary. We apologize for any...

inconvenience this change may cause.As per your conversation with our Reservations Specialist on February 8, 2018, your refund request has been approved. We have refunded the total amount of $639.96, which is the total amount paid for the tickets. We have also refunded, as requested, the Discount Den membership fee that was paid last January 28, 2018.Please allow up to 7 days for the airline to process the refund. After Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.Along with our sincere apologies, we have issued an electronic voucher in the amount of $100.00 per person, which can be applied towards your next Frontier Airlines flight.To redeem your 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:1.) xxxxxxxxxxxxxxxxxx [redacted]2.) xxxxxxxxxxxxxxxxxx [redacted]These vouchers must be redeemed by May 9, 2018, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. 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!Regards,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

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

Initial Business Response /[redacted]/
Dear Mr. [redacted],
We have received your correspondence with the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry you were unable to make your flight from Denver to Seattle on June 21, 2015. We...

recommend passengers [redacted] 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Kiosks will advise to see an agent once the flight has closed to assist with accommodating you to a later flight. Our agents are unable to reopen the flight after cut off to print passes ** check in baggage. If a flight is missed, passengers [redacted] offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback. Thank you for taking the time to write.
Kindly,
[redacted]
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

Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for contacting our customer service team to inform us of your situation, and for being patient as we investigated the situation.I apologize for the...

inconvenience you experienced in missing your flight to Orlando. It is never our intent to disappoint or inconvenience our customers. After looking into your case, I found that [redacted] was removed from the flight at the attendants discretion due to [redacted] showing signs of intoxication. Passengers who show signs of intoxication are put on the next available flight. Again, I apologize the next available flight posed as an inconvenience. Unfortunately I am unable to provide compensation for your experience. Have a wonderful New Year [redacted]. Kindly,[redacted]Customer Relations SpecialistFrontier 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]