Frontier Airlines, Inc.

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

03/05/2016 03:15 PM(RES) [redacted], Thank you for contacting Frontier Airlines EarlyReturns® Department. We are committed to providing our passengers with an accurate information and regret that you were provided with conflicting information on your account profile online. It was never our intention to cause undue confusion. Your comments remind us of the constant efforts necessary to best serve our customers and the work required to make our front-line staff a customer-oriented team. Be assured that your feedback is imperative in these efforts and I have forwarded your feedback to the leadership team responsible. As a courtesy, we have reinstated your expired miles totaled to 31,804 to honor the information displayed on your online account. The said miles will expire on November 5, 2016. The updated balance will be reflected online in 24-48 hours. To view your account, please visit FlyFrontier.com and sign in at the top of our home page. If you have additional questions or concerns, please contact us again. Sincerely, [redacted]EarlyReturns®Frontier Airlines

Initial Business Response /* (1000, 10, 2015/06/01) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with on May 13th to Las...

Vegas. In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you.
Our records indicate that you received your bag on May 15th. Central Baggage Specialist Miles has requested a refund for a $35.00 baggage fee. He also sent you information regarding our interim expense reimbursement process. If you have not already, please send receipts for any interim expenses to:
Frontier Airlines
Attn: CBS
P. O. Box XXXXXX
Denver CO XXXXX
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

This response from frontier airlines is not acceptable, I asked them to review the call so they can see they were at fault. Obviously frontier airlines did not review the call. I had to pay for another hotel stay due to the incompetency of their customer service representative. Not only did I have to pay for extra hotel stay I missed a day of school and I am there on a scholarship. In the previous complaint I asked for a refund just the airline fare. This response from frontier airlines is not acceptable. I would like this complaint to be escalated to either the frontiers Airline or Revdex.com.

05/02/2017 03:15 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I'm sorry to hear that you were not able to arrive before the ticket counter closed for flight [redacted] on from [redacted] to [redacted] on...

12/01/16. Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.   After reviewing check-in history for your flight I can see that 2 passengers were checked in at the ticket counter 1 minute after the 45 minute cut-off. Had you arrived on time, you would not have found an empty ticket counter as you reported. Your flight did end up departing 20 minutes late because of VIP movement in the area. This was not a situation that we were aware of in advance, so the ticket counter closed at its scheduled time. Navigating an airport and clearing security can be challenging. For this reason we recommend that passengers arrive at least 2 hours before the scheduled time of departure. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee. The Contract of Carriage (https://www.flyfrontier.com/legal/contract-of-carriage/)that is agreed to as part of the terms and conditions of the ticket states in part 3, section B4 that, "The passenger that fails to check-in for their flight within the required times..." will not be due a refund. The remaining value of your ticket, less a cancellation fee remained in our system as a credit for 90 days as of December 1, 2016.   We regret any frustration you experienced with our policy and appreciate your feedback.   Kind regards,   [redacted] Customer Relations Specialist Frontier Airlines

12/19/2016 11:01 AMHello [redacted], Thank you for contacting Frontier Customer Relations! Our ApologiesI apologize that your flight out of Punta Gorda on December 15th was cancelled. I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Cancellations are...

frustrating, but safety is our top concern and periodically our flights have to be cancelled due to this reason. Please accept my apology for the unexpected travel interruption. It's never our intent to disappoint our passengers. We Hear You!In my research of your cancellation, it appears you were given incorrect information regarding your rebooking options. Your flight was cancelled due to a maintenance issue, so we will either refund your ticket fare, hold the funds as a credit for future Frontier flights, or rebook you on the next available Frontier flight. According to our policy, once one of these options has been selected we may not proceed with another course. CompensationWe cannot refund your fare, however, in an effort to resolve your issue fairly, I have issued you a voucher for the total of your cancelled flight fare. This $227.20 voucher must be redeemed by March 19, 2017, but may be used to purchase travel as far out as our schedule allows. In addition to this voucher, you and [redacted] were each issued $200 vouchers for the inconvenience of the cancelled flight. These must be redeemed by March 16, 2017.Come Back Soon!I recognize this does not change the inconvenience and time lost, 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

Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Please accept our apology for the error of your miles dropping out of our system. Your miles have been reinstated. [redacted]: 40,768[redacted]...

[redacted] 42,442 Regards, [redacted]Customer Relations SpecialistFrontier Airlines

(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.

Initial Business Response /* (1000, 6, 2015/08/26) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
If you can provide us with medical documentation that your father will not be able...

to travel before the ticket expires, we would be happy to refund his ticket.
We look forward to hearing from you.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

07/24/2016 02:08 PM [redacted]We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Apologies I'm sorry for any miscommunication regarding the departure date of your flight on June 30. When the flight was booked online, a...

confirmation email was sent indicating flight [redacted] departed Los Angeles at 12:59am and arrived in Orlando at 9:02am on June 30.   When you arrived on June 30th at midnight you had already missed the flight which departed the night before. While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner. Be assured we have forwarded your input for Management review. What I can do for you   Your tickets are non refundable but I did refund the baggage and seat fees for the 8 passengers in reservations [redacted] for a total of $234 & [redacted] for a total of $12. This has been refunded back to the original credit card ending in [redacted] It is important for us to keep good relationships with customers like you. In an effort to make things right, please accept this $185 voucher per person to use towards future travel. The voucher must be redeemed by 10/21/16, but you do not have to travel within this time frame.   Your business is very important to us.  We hope to have the opportunity to restore your confidence in our service onboard a future flight.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

01/18/2017 01:21 PM Dear Mr. [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.As stated on our website: "Checked bags must be no larger than 62 linear inches (that’s length + width + depth) and no heavier than 50...

pounds. Baggage that exceeds these limits will have an additional charge of $75 for each bag that is overweight and $75 for each oversized bag, and bags over 100 pounds or in excess of 110 linear inches will not be accepted."Once the item is placed on our scales, passengers have the option to move items to another bag or carry on or pay the additional fee. I'm unable to speak in regards to the other passenger in line, however, this policy is standard for all of our items. There are additional circumstances such a military that can take items that are slightly heavier.Based on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriously. We assure you an internal investigation into the events and interactions you described will be conducted.We appreciate you taking the time to share your feedback with us. We value you as a customer and hope to welcome you on board a future Frontier Airlines flight.Kind Regards,[redacted]Frontier Airlines

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

01/18/2017 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]

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

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. After reviewing your reservation, I have found that you were refunded the $45 fee you incurred at the airport. Your refund was...

processed on January 2nd, 2018 to a card ending in XXXX. Please be aware that refunds typically take 5-7 business days to reflect on the respective account. Please let me know if you need any additional assistance! Regards,Customer Relations SpecialistFrontier Airlines

03/22/2017 07:16 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Our records only indicate that Frontier was contacted once on February 21st regarding the cancellation of a reservation. This reservation was booked and cancelled within our allowed 24 hour time frame, resulting in a full refund in the amount of $398.40.   Then 21 minutes after canceling the original Frontier reservation ([redacted]),a new reservation was booked ([redacted]). There was no further contact regarding the cancellation of a reservation until March 5, 2017 at 5:14 PM. Since, this reservation was not cancelled within 24 hours from the time of booking, this situation is not eligible for a refund. A travel credit in the amount of $173.90 still remains. Your credit will remain in our system until it expires on June 4, 2017. You do not need to fly by this date, you just need to book your travel prior to the expiration date.   I hope that I was able to provide a more clear breakdown of our policy. Thank you for your patience and understanding.   Best Regards,   [redacted]
[redacted] Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: I was not offered any type of refund and I specifically stated that I would NOT accept airline credit through Frontier. I do not feel heard, validated, or respected in Frontier Airlines response. Again, I am requesting a full refund of my flight and my daughters flight.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records do show you were checked in before the 45 minute cut off. We have no way...

of knowing exactly what time you arrived at the airport or at the gate.
We do have a 45 minute cut off at the ticket counter and a 10 minute cut off at the gate.
CHECK-IN CUTOFF
WE DON'T WANT YOU TO MISS YOUR FLIGHT!
You must have your printed boarding pass in hand and have any baggage checked in by the following cutoff times:
45 minutes before your departure for domestic flights
60 minutes before departure for international flights
These times are very important if you want to make your flight. If you haven't already checked in online, you must be in line to check in at least 2 hours prior to departure to ensure you are checked-in with a boarding pass in hand no later than 45 minutes prior to your flight's departure.
Please be at the gate and ready to board no later than 30 minutes before departure or you may lose your spots on the plane.
It's standard for airlines to have a 10 minute window for departure due to Air Traffic Control, if there is a slot open and Air Traffic Control advises a flight needs to pull from the gate, the airline will do so.
I'm sorry we're unable to honor your request. As a customer service gesture I have documented your reservation advising to waive change fees for all passengers, so you have full value of your outbound flight.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed [redacted] as I'm unclear what it means to "...waive change fees for all passengers..." We did not have any change fees as we drove to our destination and took our previously scheduled flight back home.
I also clearly understand the Frontier check in policy AND we did meet those times as we were in line to check bags greater than 2 hours before our flight. Because we were there per Frontier's policy and Frontier did not have approrpriate staffing to manage their check in line, I am requesting a refund for my car rental.
Final Consumer Response /* (4200, 12, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
You sent an email to me on 9/17/15 stating:
"Dear Ms. [redacted],
The value of your outbound tickets were $77.10 per person. You purchased economy tickets which means if you make any changes to your reservation there will be a $75 change fee per person, but as a customer service gesture I have waived the $75 change fee for all of you. So instead of only having a $2.10 credit per person you have the full value of $77.10 per person.
I hope this helps.
[redacted]
I responded on 9/24/15 stating that I'm not clear what this credit means. In an attempt to actively problem solve and understand your response, I called Frontier on 10/1/15 requesting to speak with you. [redacted] said that was not possible and after a long conversation said I would get a call back in 24 - 48 hours with an answer to my request. I called on 10/6/15 and spoke with "[redacted]" as I never received a follow up call. After another long conversation, [redacted] assured me she would look into this and call me back that day. I never received a call back.
I am more than frustrated with how this is being handled, the mixed messages I have been given, the inability to speak with someone on the phone that can help me when I call and the overall lack of understanding of the issue and my request.
I fully understand that I was checked 51 minutes to prior the flight leaving. You need to understand that because I was traveling with 2 small children, it takes me more than 45 minutes to get from baggage check in to the gate. I have done this before, know how long it takes and planned for this time. Because Frontier does not staff their ticket counter appropriately and had 14 people not show up for work on 8/1/15, I could not get through the line timely.
I also understand that my request for reimbursement of my car rental will not be honored. While I do not agree with this, I appreciate your above mentioned service gesture of a credit of $77.10 per person or $308.40 and would like this in cash. A credit to fly Frontier in this amount is not an acceptable resolution.
Regards,
[redacted]
Final Business Response /* (4000, 14, 2015/10/14) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I understand you were traveling with two young children 5 and 3, you were also traveling with an adult [redacted]. As I mentioned in my earlier email our records indicate you were checked in at 7:19 am for a 8:10 am flight, this gave you 51 minutes to get to the gate.
Also I mentioned your tickets are economy tickets, which are non refundable tickets. I'm sorry you feel a credit to fly Frontier in the amount of $77.10 per person is not an acceptable resolution. A refund will not be granted due to you purchased non refundable tickets.
Regards,
[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]

09/02/2016 03:45 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We're committed to providing our passengers with a 100% pleasant and enjoyable flying experience and I'm sorry to hear that this was not...

the case when you flew with us recently.   The Works Frontier's bundle package, The Works, includes a number of amenities for one low price - in addition to pre-selecting your seat, you also receive one carry-on bag, one checked bag, priority boarding, freedom from a change fee (should you need to switch travel dates) and full refundability (should you need to cancel their travel plans).   Bundling allows us to offer multiple amenities to our passengers at an affordable price than by purchasing different amenities separately. My research shows that you were able to take advantage of multiple of these amenities when you traveled with us on August 27th.   I appreciate your frustrations about not having the extra leg room and window seat that 27F would have offered. Please know, though, that the seat you originally selected, 27F, had it been purchased as a single amenity, would have had a value of $6. The seat in which you ultimately sat, 6B, had a stand-alone value of $15. When you seat assignment was changed, you did, in fact, receive a free upgrade.   Exit Row Seating My research shows that seat 27F was an exit row seat. Please know that exit row seats are the most strictly regulated seats on board any aircraft in the industry. Per Federal Aviation Administration regulations, airline personnel reserve the right to reseat passengers from exit row seats if they have concerns regarding the ability of any person seated in that row to perform in case of an emergency. This determination is made on a discretionary basis, in accordance with regulation 14 CFR 121.585.   Resolution It is never our intention to be insensitive when our passengers seating assignments are modified and I'm sorry for any inconvenience you experienced as a result of this. However, in recognition of the fact that you received multiple amenities, above and beyond your seat preference, when you purchased The Works, and   the seat to which you were reassigned had a greater value than the originally selected I am respectfully declining your request for a refund of the purchase price of The Works.   I know that this is not the resolution you sought, but I hope you understand the reasoning behind this decision and will still consider Frontier for your future travel needs! Sincerely, [redacted] Customer Relations Frontier Airlines