Frontier Airlines, Inc.

10/07/2016 07:57 AM   Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the frustration and inconvenience you experienced while traveling with us.  It is always good to...

receive valuable feedback from our customers regarding their experience with Frontier Airlines. Our goal is to provide quality service both to our passengers and their luggage. We are continually working to improve our service and minimize baggage mishandling. Situations such as this are no more acceptable to us than they are to our customers. We can only assure you that your experience is not typical of the standards we strive to maintain. 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. We have received your interim receipts and they are currently being processed.  With regard to your damaged bag, we do apologize and we are happy to offer a reimbursement of $100 for your bag.  A check in the amount of $256.37 should be arriving shortly to cover the interim expenses and the damaged bag. As a customer service gesture for the inconvenience your experienced, we are happy to offer you a $100 electronic travel voucher for future travel on Frontier Airlines.  Please let us know if you would like to accept. Your continued support is very important to us so we hope this isolated incident does not prevent you from flying with us in the future. Sincerely,   [redacted]

05/26/2017 02:13 PMDear [redacted], As the supervisor of Frontier Airlines Baggage Service Office, I have read your recent correspondence with great interest.  Please allow me first and foremost to apologize for the frustration you faced after your recent trip to [redacted].  Frontier...

prides itself on offering exemplary service is committed to ensuring items checked for all flights arrive on time and intact.  It appears we fell short on our commit during your last trip with us and I would very much like to speak with  you directly to see how best we can resolve this matter to your satisfaction. From the time you landed in [redacted] it appears our communication and steps to resolve the situation were not handled to the standards we try to keep and again, I apologize for the inconvenience.  I've left you several voicemails this week and, at  your convenience, I'd very much like to speak with you directly.  If there is a time or date that works best for you, I'd be happy to call you directly.  Or you can contact me at [redacted] or my email address:  [redacted] I look forward to speaking with you. 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 my only option. I am disappointed with the results as the company offered EXACTLY what I did not want them too. Now that I know this bad service is a normal thing for Frontier, I will be very careful when considering this airline in the future for myself and for family. I wouldn't want this incident that has happened twice to me with the same results to happen to anyone else.
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 okay to me.
Sincerely,
[redacted]

I am rejecting this response because: I still have not gotten reimbursed.  I also am traveling this weekend and have no suitcase.  In addition I hear that a flight voucher was offered to others in this situation, but it was never offered to me.
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.
But, after I got the business's offer on 3/10/16, I kept checking if they really credit back my wrongly took away points (huge 51,442 points was taken away by Frontier on 12/3/15), for a few times, but until 3/18/16, still nothing happened. So I called Frontier again at 1:08 pm (PDT), argued for 62 minutes. They asked me if I have a proof, like screenshot, to show the original expiration date on 3/21/16. I asked them should I got penalty just because I simply trust them? Then the lady at customer service offered me she will make a request to the proper department if they could approve her request.Finally the proper department approved the customer service lady's request, and credit my 51442 points back to my account.But, for this positive result, I have wasted 62 minutes again, for a thing should not happen in the past. To resolve this problem, I have wasted at least 4 hours to call, to write e-mails, for nothing wrong from my side, for my naive trust put on a company which is not trustworthy.Hope other customers can learn something from my very bad experiences. Thanks for Revdex.com's help.
Sincerely,
[redacted] Zhou

01/16/2017 02:07 PM 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. 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 December 17, we faced severe weather across the US, 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.My research shows that a refund in the amount of $87.00 was issued to your card ending in [redacted] on December 25, 2016. Your bank should be able to validate that this has been issued.   Due to the cancellation of your flight happening because of a down line impact of weather. The original reason of the cancelled flight was due to weather. We are not able to control weather cancellation we apologize for any inconvenience.   We want to win you back!Please know that we do value you as a customer. In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $100.00 each to use towards future Frontier travel. Your vouchers expire on April 16, 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] Voucher # [redacted] Voucher #[redacted] Voucher #[redacted]   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

04/07/2017 09:03 AM Dear [redacted],We have received your correspondence as submitted to the Revdex.com. We also received your correspondence that was submitted to the Department of Transportation and provided the following reply to your concerns on April 3:   Dear [redacted],We...

have received your correspondence as submitted to the Department of Transportation and appreciate the opportunity to respond.I'm disappointed to hear of the difficulties you experienced with your reservation being cancelled. I sincerely apologize for any inconvenience this may have caused.We were able to see that one of the two reservations had history documentation in March where we could recover the webpage recording.  The IP address for that activity was in [redacted]. We have identified that under the guise of an Other Travel Agency (OTA) there may be OTA’s that are using support in [redacted] to assist passengers, and that assistance is merely using our website to complete requests.According to our records, our representative, Edwin, spoke with you regarding this unfortunate situation. It appears he is providing each of you a travel voucher as a gesture of our apology. This voucher can be applied to a future Frontier flight. Edwin will be sending this information to you in a separate email.I'm very sorry this happened to you. We hope to have the privilege of serving your future travel needs under more pleasant circumstances.Sincerely,[redacted]
[redacted]   Kindly,   [redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never agreed to anything as you describe. 
Sincerely,
[redacted]

01/02/2017 04:33 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   As the supervisor of Customer Relations your concern has been forwarded to me for further review. I assure...

you, this is the correct department to handle your concern.   I understand your frustration with our refund policy. Our policy states that in order to receive a refund, Except for tickets purchased for travel within 7 days (168 hours) of travel, all tickets may be cancelled for a full refund up to 24 hours after the time of purchase. If travel is booked within 7 days prior to the travel date or not canceled within the 24 hour window, no refund is issued.   My records show that you reserved your flight on Dec. 19, 2016 and requested to cancel on Dec. 26, 2016. Because this is out of the 24 hour refund period, no refund will be issued.   I understand the confusion this policy has caused therefore, as a one-time customer service gesture, I am willing to cancel your reservation, waive the cancellation fee of $99 and issue you a Frontier flight credit in the amount paid, $98.10, for use within the next 90 days.   Please advise if you wish to cancel your reservation, [redacted], and receive a credit in the amount of $98.10.   Regards,   [redacted] Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: it is just a blatant lie. If call hold wait times were so long because of the overwhelming number of calls you were receiving then why when I called after my wife was still on hold (for over an hour) was I able to get a representative  within five minutes of calling on the main line? Shouldn't more representatives been on the lines assisting customers like my wife who were trying to get their problems resolved?  Look, I understand that other than getting my refund I'm not going to get satisfaction from Frontier. I just want the Revdex.com to make sure there's a record of this company's bad business practices at this time. I give up but I promise you my family and friends will never use Frontier Airlines again. 
 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/16) */
Hi [redacted],
Thank you for contacting Frontier Airlines.
I'm very sorry for the inconvenience you experienced at the airport. It is never our intention to disappoint passengers. Issues like this is outside of Frontier Airline's control and...

cannot be predicted. Such circumstances usually handled by the Airport personnel.
Our records do not indicate any notations verifying that the incident happened. I must respectfully inform you that we do not provide compensation or reimbursement for situations that are not within our liability.
Along with our sincere apologies, we have issued four electronic vouchers in the amount of $25 each, which can be applied on your next Frontier Airlines flight.
To redeem these vouchers, 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 numbers:
[redacted]: XXXXXXXXXXXXXXXXX
[redacted]: XXXXXXXXXXXXXXXXX
[redacted]: XXXXXXXXXXXXXXXXX
[redacted]: XXXXXXXXXXXXXXXXX
These vouchers must be redeemed by December 04, 2015, but you do not have to travel within this timeframe. Future travel may be booked as far out as Frontier's schedule allows.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Sincerely,
[redacted]
Reservations Specialist
Frontier Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for 90 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 Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We filed a claim and submitted it two times. Made several calls and emails. The fact that you are claiming that there are no notes about this issue are just False! You cannot just have one of your employees THROW UP on our property and act like some stranger did it. We saw frontier employees take the stroller from the gangway and one reach in and place it in the gangway on our arrival. Are you so greedy that you are going to make this gross action of yours into something it should have never been? Just replace the soiled property. Do the right thing. You put my family at risk!
Final Consumer Response /* (4200, 12, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Offering me $25 towards a future flight on your horrible airline is hardly an acceptable offer for putting my family's health at risk and refusing to replace our $400 stroller that you guys threw up on and took from us and told us you were going to replace at your customer counter. I am absolutely disgusted with your refusal to compensate us for all of this. Your employees throw up on our Stroller, told us to leave it with them and made us fill out claim forms, told us that they were sorry and that we would get reimbursed. You are a filthy Company and This is why you have such a large amount of Complaints. That fact that you are not more embarrassed about this is truly disturbing.
Final Business Response /* (4000, 14, 2015/10/25) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
A check request was submitted on your behalf in the amount of $379.98 this week. It will be sent to your address at [redacted] XXXXX-XXXX. Please allow up to 4 weeks processing time.
We hope to restore your confidence on a future Frontier Airlines flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:This airline did not address the fact that they were going to sit my 4 year old daughter with complete strangers.  They did not apologized in anyway. after reading 1000s of reviews on this company, Im not alone with how this company flat out don't care what happens to your children. wether they are 1 years old up to 17 yrs old, it doesn't matter. and special needs children as well.  How can a parent take care or protect their children on a plane if they are sat with strangers nowhere near the parent. Are the strangers suppose to take care of the peoples kids on the flight? what if the stranger happens to be a pedophile?  this airline needs to be shut down by the government. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/11/13) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry you were a late check in, our records indicate from the kiosk time stamp,...

you attempted to check in at the kiosk at 5:52 pm for a 6:00 pm flight. We have a 45 minute cut off, you must have your bags checked and boarding pass in hand at the 45 minute cut off.
On October 28 flight [redacted] was not over sold, our flight departed with several dozen seats open.
We apologize we are unable to honor your request due to your purchased an economy ticket which hold a $99 change fee and is also a non refundable ticket.
It's never our intention to inconvenience our passengers.
Regards,
[redacted]
Customer Relations

01/18/2017 12:11 PM , Dear Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the damage to your bag and the inconvenience that you experienced.  We understand your frustration...

and have reached out to the [redacted] airport for the status of this claim.  We have been advised that a $300 check was issued yesterday 1/17/17 and was mailed out to the [redacted] address.   We sincerely hope that this experience does not prevent you from flying with us again and we hope to see you on a future Frontier flight under more pleasant circumstances.   Respectfully,     [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
It seems like, they sent to wrong mailing address which does not exist.I do not know where they got this address.
I think frontier airlines is good at making mistakes after mistakes.
I sent the correct mailing address but till now I have not got any response from them. Very bad experience.

07/07/2016 11:05 AM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I can imagine your frustration when you learned that here at Frontier, we charge for optional travel services such as carrying on a bag,...

or in-flight beverages. We have fully disclosed this information to all third party vendors and I'm really sorry you weren't made aware of these expected fees before you made your purchase with [redacted].   We do assess a fee for use of the overhead bin. This fee may be paid at several points and is the least expensive when purchased before travel. When "carry-on" is printed on the boarding pass, this indicates the fee has been paid and agents will not inspect the bag size (unless it is obviously oversized). We also welcome all passengers to board with one personal item, to go underneath the seat, free of charge. Agents are trained to visually spot check the size of a personal item, VS a larger bag for the overhead bin and a fee is assessed when appropriate. We strive for consistency in this policy and although we are unable to refund your bag fees, be assured your feedback is appreciated and will be shared with airport management. I would like to apologize for the state of the airplane when you boarded. Your description is concerning and this is certainly not up to our standards. I can only assure you this is not a typical experience and I hope you will accept this $25 voucher (#[redacted]) as a discount on a future flight. I know we can do better!   Should you decide to give us another chance, you might look into our exclusive bundled package, The Works. I know it seems odd, but Frontier is able to offer such low fares by charging for certain optional components of the travel experience. This allows us to offer very economical fare levels that allow our customers to travel more often.   Kindly,   [redacted]Frontier Airlines

01/25/2017 09:13 AM Hello [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Our agents assist passengers with check-in at the ticket counter. Passengers are asked the number of bags each passenger will check and the number of bags passengers plan to carry on. If you didn't indicate you would have carry-on bags, our agents wouldn't have collected the applicable fee at the ticket counter.   We operate flights under our Contract of Carriage. Please see paragraph 13) under Section 3. Refusal to Transport and Special Conditions below:   B. Frontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund will be due and Frontier will have no further liability.   ...   13) Failure to Follow Instructions - Any passenger who refuses to obey instructions from an employee or crewmember.   While you presented your credit card for payment of the applicable fees, our agent was unable to complete collection of the fee without causing a delay to our flight.   Your request for reimbursement has been reviewed and is denied.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:It clearly did not address the questions I asked. This is stone walling at best. 
Sincerely,
[redacted]

Response Email   11/06/2017 11:33 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for sending the requested documentation., as we spoke of last week once received a...

refund would be provided. This has been refunded and will credit back to the card used for purchase within 7 business days.   I appreciate your patience during this very difficult time for your family.   Sincerely,    Customer Relations Advocate Frontier Airlines