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 apologize that an incorrect expiration date was displayed in your Early Returns account. As a customer service gesture your 41,039 miles...

have been reinstated until June 16, 2016.

We look forward to flying with you sometime soon.

Kind regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/03) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
My records indicate you originally filed a complaint with Frontier Airlines on 5/19/15. Our...

agent [redacted] responded to your complaint on 5/20/15. She advised "The reservation has already been set up for a full refund including the $20.00 booking fee." Please allow 7-10 business days for processing, and 1-2 billing cycles for the money to return back to the original form of payment.
We hope to welcome you onboard a future Frontier Airlines flight.
Sincerely,

[redacted]
Frontier Airlines
Customer Relations

01/11/2017 02:12 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies 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. At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight [redacted] from [redacted].On December 17, we faced severe weather across the **, especially in [redacted]. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days. We know you were counting on us and we take letting you down very seriously. Please be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.Your RefundMy research shows that a refund in the amount of $202.40 was issued to your travel agency's card ending in [redacted] on January 5th. Your travel agency should be able to validate that this has been issued and is now responsible for returning this money to you. In addition, a refund of $70.00 was issued to [redacted]'s card ending in [redacted] on January 5th. Your bank should be able to validate that this has been issued.  What I Can Do 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. However, we’d like to offer you each vouchers for $200 to win your confidence with us back. Each member of your party may use their voucher towards future Frontier travel. Your vouchers expire on March 21, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details. [redacted]        [redacted]
[redacted]          [redacted] Come Back Soon Thank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you've experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,[redacted]Customer Relations SpecialistFrontier Airlines

08/26/2016 09:07 AM   Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand your disappointment with the terms of the travel insurance policy you purchased when you booked a Frontier...

Airlines Economy Fare. Our Economy fare is non-refundable. I'm sorry that you didn't have important information related to the terms of your fare sooner.   If you'd like to provide additional details including your Frontier Airlines' reservation code. the passenger's full name, dates and routes of travel and flight numbers, we'll be happy to review this situation.   If you added The Works during booking, your fare would be fully refundable as long as it is cancelled online 24 hours or more prior to scheduled departure.   Certain Emergency Events may allow for an exception to the terms of your fare. If you'd like to provide documents and request an exception, please let us know.   Sincerely,  
[redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 10, 2015/06/15) */
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 that you have had multiple correspondences with Customer...

Relations Specialist Sheryl regarding these issues. I'm happy to review our position with you.
Passengers who are checked-in and already have their boarding passes [redacted] proceed directly to the gate unless they have bags to check. We apologize for any misunderstanding between you and our agent at the ticket counter. We see that the $75 Same Day Confirmed fee that would normally be assessed was waived since you were traveling on a Classic Plus ticket.
Flight 1120 was delayed 3 hours and 25 minutes due to crew issues. Please know that above all else, the safety of our passengers [redacted] flight crew is our number one priority. We regret that there were no suitable alternate Frontier itineraries available during the delay. Our procedures for handling flight delays and cancellations can be found by following the link below:
[redacted]
Along with our sincere apologies we have issued you both a $50 and $25 flight voucher. To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: $5X XXXXXXXXXXXXXXXXX, $2X XXXXXXXXXXXXXXXXX. These vouchers must be redeemed by 8/16/15, but travel may be booked out as far as Frontier's schedule allows.
We see that you arrived in Cincinnati on May 18th and your delayed baggage arrived and was sent out for delivery the following day. A refund was completed on your checked bag fee. Please accept our apologies for any inconvenience this delay created.
In the past our Customer Relations department's phone hours have been limited, however, we are modifying how complaints are handled so that passengers receive faster assistance. Thank you for your patience.
While we are disappointed to hear that your trip was negatively impacted by the above circumstances. Tickets that have been flown on are not eligible for refunds. Respectfully, we are not able to accommodate your request for a refund.
We hope to restore your confidence on a future Frontier Airlines flight.
Kind Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased.
-Valid for 3 months from the date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash
Other conditions may apply.
If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier never signed a correspondence with a name and customer service messages are always "donor reply" addresses but their response makes one think they offered any personal contact info.
There was no concession of feed as their response claims. They boast the no fee as a guarantee when a customer purchases the more expensive "classic plus" product/fare. She misrepresented fulfilling their contract as a special concession.
She also noted the issue was a deficiency with the crew but the Frontier representatives at the airport stated it was mechanical problems.
There was no accountability for the misinformation that caused me to miss my flight.
There was no accountancy for not attending their customer service lines. This is the typical "sorry about your luck" frontier business attitude towards their clients
Final Business Response /* (4000, 14, 2015/06/29) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
As previously explained, the $75 Same Day Confirmed fee was waived because you were traveling on a Classic Plus fare. I regret that you got the impression I was representing this as a special concession. I was only trying illustrate that in this situation the fare you selected was advantageous.
The crew scheduled to operate flight 1120 on May 17th had connection issues that were a result of a previous maintenance related delay. It is likely that your delay was coded to maintenance, which is usually the information the agents at the airport use. I apologize this wasn't better explained in my earlier response.
We hope that you are able to take advantage of the flight vouchers that were provided as compensation.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

2/24/2016 01:10 PM [redacted], We have received your rebuttal as submitted to the Revdex.com and are disappointed that you are not satisfied with our position in this matter. All passengers are welcome to board with one free personal item, to go underneath the seat in front of them. It is Frontier's policy to charge a fee for any additional bags, or for any bag that exceeds our size limits. I apologize for the inconsistencies you described and I have notified our Milwaukee leadership team. They will follow up with this valuable training opportunity as it is important that we remain consistent throughout all our airport stations. We are not refunding the carry-on fee, however [redacted] did provide [redacted] a $25 voucher, as a customer service gesture. Should you reconsider, the voucher will remain in our system for redemption until 5-22-16. Kind regards, [redacted]Frontier AirlinesCustomer Relations Leadership

06/13/2017 03:10 PM Dear [redacted],   I'd like to thank you for the opportunity to take another look at your damage and loss claim after our recent phone conversation.  I have also reviewed your correspondence with the Revdex.com and appreciate the opportunity to respond....

  We sincerely regret that your baggage was mishandled.  At Frontier Airlines, we strive to deliver every bag on time and intact and it appears we fell short of that goal during your recent trip with us.  I'd like to extend my personal apology.  We recognize the frustration that occurs when bags are mishandled and we attempt to make this right when we let you down.   Liability for 'wear and tear' and 'overpacking' of bags are always subjective calls that we empower our station agents to make; however, in this instance it appears that some liability lies with Frontier Airlines in your claim and I'd like to resolve this matter in your favor and to your satisfaction.  Based on our conversation, I am able to approve settlement in the amount of $100.00 for the items that were missing, along with an additional $100.00 to replace the damaged bag itself.   I will process this reimbursement immediately, and you should receive a bank draft for those amounts within 2-3 weeks.  If I can answer any other questions you may have, please do not hesitate to contact me directly at the number below.  We look forward to seeing you soon on another Frontier flight under more pleasant circumstances.   Sincerely,   [redacted]
[redacted]
[redacted]
**  [redacted]
**  [redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
During the booking process as well as when you check in online and through the...

kiosk, you are offered the option to pay for carry-on items. Information, pictures and guidelines are provided so that each passenger is aware of what is considered a personal versus a carry on item. Our policy advises that these fees are non-refundable once submitted.
Our records indicate that you have three baggage fees for a round trip ticket. As a one-time customer service gesture, we have waived your carry-on bag fees of $25.00. This will be issued back to the original form of payment. Please allow 7 business days for this to be completed.
We appreciate you taking the time to write and hope to welcome you back on board in the future.
Sincerely,
[redacted]
Frontier Airlines
Customer Relations

02/16/2016 06:58 AM[redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Schedule changes are often necessary for an airline to provide quality service.  While these changes rarely occur, we do recognize they can be...

inconvenient.  There are circumstances when Frontier Airlines does not assume liability for missed events, hotel reservation or ground transportation.  Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability.However, I can assure you that Frontier is not unsympathetic to the inconvenience that our passengers experience when a schedule change occurs.  So, could you please provide me with a copy of the new airline reservation you purchased supporting that the fare was paid and I will have it reviewed for a possible reimbursement of the difference in the fares minus the refund you received from Frontier.Respectfully,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/08/06) */
Dear [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 difficulty when contacting our reservations department...

regarding using your credit. In reviewing your reservation the only documentation in your reservation that you spoke with reservations agents is July 17, 2015 July 22, 2015 and July 31, 2015. I'm not seeing any prior questions regarding the reservation which was valid prior to July 3,2015. Your original email was sent on July 16, regarding the tickets being expired. Tickets are valid one year from the date of issued and once expired cannot be reopened to be used. As a customer service gesture I have issued each of you a voucher for the value of fare less the $75.00 change fee and $25.00 external servicing fee. This is $266.00 each. These vouchers are valid until August 15, 2015 for you to apply to a new booking. You do not have to travel by this date just apply to a new reservation.
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:
[redacted]
XXXXXXXXXXXXXXXXX [redacted]
We look forward to welcoming you aboard a future Frontier Airlines flight.
Kindly,
[redacted]
Customer Service
Frontier Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid until 8/15/15 and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issued. The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Frontier for your response and for honoring my ticket value. I appreciate it, and you've gained a customer for life.

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
The Economy fare purchased if not used can be held as a credit for one year from the...

date of issue to rebook not the travel date. The date of issue for your reservation XKKLCR was May 28, 2014 so when contacting our reservations department the tickets had expired. Once expired we are unable to open and use. As a customer service gesture I have issued each of you a voucher in the amount of $51.40 which is your fare less the change fee to apply to a new booking. These are valid for 30 days and must be used for a new booking by August 30, 2015. You do not have to travel by that date just make a new reservation applying the voucher.

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:
[redacted]
We look forward to welcoming you aboard a future Frontier Airlines flight.
Kindly,
[redacted]
Customer Service
Frontier Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for 30 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issued. The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We have requested more information from our Reservations department on this situation....

I will update you as soon as possible.
We appreciate your patience while this is being researched.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They haven't responded.
Final Business Response /* (4000, 10, 2015/12/27) */
Dear Mr. [redacted],
I want to sincerely thank you for your patience while this was properly researched.
I have requested a refund for the taxes that you are exempt from as residents of Mexico. Please allow up to 7 days for the refund to be processed on our side.
As a gesture of apology for the delay I'd like to provide you and [redacted] each a flight voucher for $25. Please let me know if that is something you are interested in and we will issue them.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 12, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The taxes have been recovered.
I have requested, from Frontier, the process to use to not be charged the tourist tax on the ticket purchase, or the process to easily recover the tourist tax after the flight has been completed.

Initial Business Response /* (1000, 6, 2015/08/17) */
Dear Mr. [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 difficulty you've had regarding the miles you had...

that expired. EarlyReturns miles will expire after 6 months of no activity. I have had our EarlyReturns supervisor review your account and the miles have been reinstated and are available for you.
Thank you for your patience. Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

01/16/2017 02:50 PM , Hello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.  On occasion, an earlier flight may be delayed for any number of reasons which causes gate availability to be limited.  Airlines lease gates at the airports they serve so unfortunately they are not able to access another airline's gate, when a Frontier gate is not available.As [redacted] mentioned in his response, we issue compensation based on the length of the delay.  A tarmac delay less than 2 hours but more than 90 minutes is compensated with a $75 voucher which is what you received. Our vouchers are issued for 90 days so your voucher was issued on 7/26/16 and expired on 10/24/16.  I am sorry that you are not happy with the resolution to your complaint but I hope you will choose to fly with us again under better circumstances.Best wishes,[redacted]Customer RelationsFrontier Airlines

02/13/2017 01:13 PM[redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.According to our records your $300 voucher was redeemed on a new reservation, [redacted] and then cancelled.Your $300 voucher, [redacted] was reissued. This voucher must be redeemed by February 10, 2018, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Complaint: 12541377
I am rejecting this response because:They are just sweeping the issue under the rug. I am probably not the first one to experience this problem with them. Which upon reading their reviews, I am not. Reimbursement of the items purchased does not solve them changing their system on how they handle issues like this. The people who were all involved in my claim, were very very unprofessional. From lying to me about my bag to them hanging up the phone on my face when I was speaking to them. It should not have taken a consumer to call the police in order to receive their bag back. The amount of laziness from the covering supervisor from Orlando airport could have resolved this issue on the second day. So your response, is another way of just resolving the issue by just paying me what is owed to me and closing the claim. NOT ACCEPTABLE! You should pay me back at least half of my flight, since half of my trip was spent in my hotel room on the phone with your customer service trying to figure out ways to get my bag back. On top of all the receipts I am going to send you for the stuff I had to pay for out of pocket. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/28) */
Dear Ms. [redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We would like to...

apologize for the items that were missing from your checked baggage when you arrived in Chicago O'Hare on May 8th. There are circumstances when Frontier Airlines does not assume liability for missing items. Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability.
The most recent notes in your file indicate that Chicago O'Hare had reached out to you to discuss your baggage issue and had not heard back from you. We have refunded your $20 baggage fee, which will go back to your credit card ending in 6560.
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, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is ridiculous to respond to me with a refund of $20.00 after missing work, delayed luggage, terrible airplane condition, missing items inside my bad, bad customer service, Manger [redacted] making promises she never kept in regards to the situation really, noo I will never fly this airlines again and need to repair the inside of their plane.
Final Business Response /* (4000, 9, 2015/06/11) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We are sorry to hear of the unpleasant condition of the aircraft cabin you described. Our goal is to provide our passengers with the best possible air travel experience. Your comments have been forwarded to our Aircraft Appearance for consideration.
If there is any specific information you would like me to forward to Chicago O'Hare, please let me know.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

07/17/2016 05:35 PM Hello [redacted]
* We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I have taken a look at your husband's reservation and I see that flight 756 was delayed because the crew scheduled to service...

flight 756 experienced a delay earlier in the day and had to rest due to legality reasons. All flight crews are limited in flying time and are required by the FAA to have a certain amount of rest in between flights due to safety reasons. If a crew is delayed for any reason, the time they are waiting still counts as hours worked.    Unfortunately, because the reservation was refunded in full and your husband found his own way to Washington D.C., we are unable to reimburse him for any expenses incurred as a result of the flight delay.   I hope that this experience doesn't deter you or your husband from traveling with us again in the future. We hope to see you both on a future Frontier flight soon.   Sincerely,   [redacted] Customer Relations Frontier Airlines

10/06/2016 12:22 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am sorry you had problems using your credit and have had problems reaching someone who could resolve your issue.   Important...

Information Flight credit has an expiration date in our system and unfortunately yours had expired. However, I would be happy to reissue this credit in the form of flight vouchers.   What I Can Do Please let me know how you would like me to issue these vouchers. I can issue the full amount in one voucher or split it up into two vouchers. Once a voucher is used, for any amount, the rest of the voucher is void. If you would like two vouchers I can put them both in your name or one in your name and one in Shantes' name.   We Value Your Business I apologize again for the confusion about your credit. As soon as I hear back, I will issue your vouchers in the format you request.   Kind regards,   [redacted] Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: I know it wasn't the fault of Frontier. What is the fault is no flights until Dec 25th and that's because of your lack of flights. A whole week to wait or come out of pocket like I did. Yes you guys owe me. I submitted a complaint to the transportation bureau because of that. That's what is needed to be understood
Sincerely,
[redacted]