Frontier Airlines, Inc.

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

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]

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

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

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]

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

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]

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]

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

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

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

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 I responded to this email directly to Frontier on 8/17 and have yet to receive a response.  If they do issue the $200 voucher, this would resolve my complaint but to date that has not occurred and therefore my complaint is not resolved. I will again provide the information requested by Frontier:[redacted]Confirmation number: [redacted]Flight was to [redacted] on Tuesday Dec. 20th; depart 3:35 pm, arrival 7:27 pm
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]

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

ResponseEmail 03/12/2018 06:26 PMHello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. I apologize for any confusion or misunderstanding on my part, but our records do not indicate a charge for $332.65. Your reservation with Frontier totaled $72.30, which was refunded on February 19th. We are respectfully unable to provide further reimbursement for your other travel back to Europe. I apologize for any inconvenience which this may cause you. Please let me know if there is something which I am missing, or if there is any more relevant information concerning this $332.65 which is being requested. Regards,  Customer Relations SpecialistFrontier Airlines

04/20/2016 11:58 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. My research show that you booked travel online February 11, 2016 at 1:28pm for travel on February 13, 2016 through February 19, 2016 from Salt...

Lake City to Cancun with a connecting flight in Denver. An investigation shows the travel was not booked over the phone. Your itinerary was marked as a NO SHOW which meant because you did not cancel the travel or show up for the travel, therefore your fare was forfeited. Your request for a refund was denied as the ticket was non-refundable Economy ticket. As a gesture because you purchased travel for March under record locator [redacted], you were issued travel vouchers in the amount of $635 per person (total of $1,270) for the travel that was not taken in February under record locator [redacted]. Your request for a refund has been denied. The vouchers you were issued have been redeemed for travel in July under record locator [redacted]. We hope to serve your future travel needs under more pleasant circumstances. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email   02/16/2018 04:15 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   What We Can Do When you called in to discuss this schedule change, we were able to provide several...

options.   The first option was to offer you a refund for your flights and provide you and [redacted] each a $100 voucher to use toward a future Frontier flight. The vouchers were to be extended to 1 year beyond your original flight date so they would expire on May 14, 2019. You would not need to fly by then, just book new travel.   The second option was to move your flight to May 14, departing West Palm Beach at 8:55 PM and arriving into Islip at 11:40 PM. Due to having to spend an extra day in Florida, we would have approved for you to be reimbursed up to $150 for a night's stay in a hotel in place of the flight voucher.   The third option was to keep the schedule change and we would still extend the travel voucher out to one year for you.   What I Know According to our records, after we provided you with those options you called in regarding a refund. As was offered in the first option, we issued you a full refund of $150.60 and provided you and [redacted] with $100 vouchers.   [redacted]: xxxxxxxxxxxxxxxxx [redacted]: xxxxxxxxxxxxxxxx   Your compensation will remain in our system for redemption until it expires on May 14, 2019. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Regards,Customer Relations SpecialistFrontier AirlinesPs. We want your feedback! Fill out our survey and be entered to win 2 FREE round-trip tickets on Frontier airlines valued at $400. Click the link to take the survey: https://www.surveymonkey.com/r/J25VSBQ *One winner will be selected and notified by email each month. Please provide your name and email address at the end of the survey if you would like to be entered to win.

01/10/2017 07:47 PM [redacted],We're Here To HelpIn response to your rebuttal, I have received your mailing address and will issue a reimbursement in the amount of $76.20 for the Frontier ticket that was not used.Regrettably, I will not be able to issue you a reimbursement for the [redacted] ticket you purchased.Reimbursement are issued in the form of a check and can take up to 4-6 week to receive.  The mailing address I have is [redacted].Although I realize this is not the answer you were hoping for, I hope you understand that I have provided you with the maximum amount of reimbursement based on your situation.Kindly,[redacted]

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 experience at the [redacted] airport on January 7th when your daughter was traveling from [redacted] to [redacted]. I'm...

really sorry to hear how you were treated and that your daughter was left alone for a half an hours. Those are not our Frontier standards.Our ApologiesYour description of our check in agents is concerning and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. I am going to make sure our [redacted] Management Team hears your concerns. Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.We Value Your BusinessIn an effort to make things right, I have refunded you the $110 unaccompanied minor fee to your card. Please allow 4-6 business days for the refund to processed and show up on your bank statement.   I truly am sorry again for your experience. Please know that our Management Team is going to hear your concerns because this should never happen again.Kindly, Customer Relations SpecialistFrontier Airlines

01/03/2017 08:58 AM Hello [redacted],     I apologize again for the confusion but since you did use the benefits of the purchased Perks package I am still unable to provide a refund. That being said, it's important for us to keep a good relationship with customers like you, As a customer service gesture I provided a $25 voucher for use on future travel. Voucher [redacted] must be redeemed by 3/4/2017, but you do not have to travel within this timeframe. We hope to see you onboard again soon.     Kindly,   [redacted] Customer Relations Specialist Frontier Airlines