Frontier Airlines, Inc.

Initial Business Response /* (1000, 9, 2015/08/24) */
Dear *** ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for your damaged baggage when you traveled with us on *** *** ***
from *** *** to *** In spite of our best efforts, damages do occur because of the sheer volume of baggage we handle and the mechanized hazards all checked bags faceDamage reports are taken at the airport baggage office within hours of arrival, so that an inspection of the bag can be made
We regret that an agent was not immediately available to take your claimYour written complaint was not received until days after travel so your damage claim should be deniedHowever, please provide photos of the damage your bag sustained, the date you purchased your bag, and if at all possible the receipt from your bagI would like to review this case with our Central Baggage ManagementYou can reply to this email and attach photos or PDFs, or they can be added to your complaint file with the Revdex.com
I look forward to further assisting you
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 13, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the same response from company too and send them additional pictures of suitcase that was destroyed and receipt and hopefully will have resolution .Thank you for your help
Final Business Response /* (4000, 21, 2015/09/16) */
Dear Ms***,
Thank you for contacting Frontier Airlines Central Baggage Service
We are sorry to hear of the damage to your luggage when you traveled with FrontierIn spite of our best efforts, damages occur due to the sheer volume of luggage, short transfer times, and airport baggage delivery systems
Baggage complaints are taken at the airport baggage office within four hours of arrival, so an inspection can be made
After reviewing your attached photos, we have determined the damage shown is not the result of mishandling by Frontier
There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Contract of Carriage filed with the *** *** *** that describes those situations and the limits, or exclusions, of liability such as zippers, zipper pulls, cuts, scratches, scuffs, stains, marks, punctures, dirt and any damage to items attached or protruding from the luggageWe have attached a copy of our Baggage Claim Limits for your reference
As a customer service gesture, we would like to offer you a $travel voucher for your inconveniencePlease let us know if you would like to accept the voucher
Your concerns have been made available for review by our managementManagers are asked to review all feedback and use it to implement product and service enhancements
We appreciate your business and apologize for the inconvenience you experiencedWe look forward to serving you on a future flight, under more pleasant circumstances
Sincerely,
***
Frontier Airlines
Central Baggage Specialist
XXXXXXXXXC

06/21/08:PM Hello ***, Thank you for informing me about your flight to *** from *** on June 02, I apologize for any misinformation you received Our Apologies I am sorry that our policy for refunds was not fully communicated to youI understand that it is
frustrating to be provided information that does not hold up laterI assure you that these are not the standards we strive for Refund Normally, if a ticket is purchased within days of a flight, it would not be eligible for a full refund via our hour policyInstead, it would be held as a credit and subject to the cancellation feeHowever, because this was not properly expressed in your conversation with our agent, I will make the exception to provide you with a full refund I'd like to offer you a refund in the amount of $Please note that the refund may take a week to be processedOnce the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in *** We Care About YouIt's important for us to keep good relationships with customers like youIn an effort to prove we can do better, you were issued a $voucher (***) to use as a discount on a future Frontier flightYour voucher expires on September 21, 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards,***Customer Relations SpecialistFrontier Airlines

02/03/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.First, I just want to say on behalf of Frontier, we are sorryAt 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 *** from *** ***.On December 17, we faced severe weather across the US, especially in ***Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease 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.RefundMy research shows that a refund of your unused flight was issued in the amount of $to your card ending in on December 23rdWe are unable to refund the outbound portion of your ticket because it was used. I'm sorry you incurred additional expenses due to the cancelled flight, due to weatherI understand the inconvenience this has causedWe do not compensate passengers during weather-related cancellations for other travel arrangements, as weather is something that we are unable to control Our ApologiesI'm sorry to hear that your experience calling our reservations department wasn't as expectedYour description of the unprofessional behavior of our agents is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you.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 thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedWhat I Can DoPlease know that we do value you as a customerIn an effort to make things right, you were issued a Frontier vouchers in the amount of $to use towards future Frontier travelYour voucher expire on March 20, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details.*** *** ***Thank you again for contacting us about your recent experienceI 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.Regards,***
*** *** ***
*** ***

06/23/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns My records indicate that both the requirements were not met, however as a one-time customer service gesture we have issued the 40,bonus miles to your accountThe miles should deposit in you next billing cycle around July 6th Thank you for your patience in this matter and thank you for choosing Frontier *** ***
***
*** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

06/21/08:AM Dear *** ***, 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 We are sorry to hear of
property missing from your checked baggage when you recently traveled with Frontier AirlinesBaggage complaints are required to be reported to the airlines via phone or in person within hours of receipt. We do apologize for the inconvenience There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liabilityWe have attached a copy of our Contract of Carriage for your reference We do understand that we fell short of your expectations on your most recent trip to see your father. We are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customersWe can only assure you that your experience is not typical of the standards we strive to maintain Unfortunately, due to our Contract of Carriage limitations, and to be fair to all of our passengers who we hold to the same policy, we will be unable to reimburse you for your missing Rangefinder. However, in light of the baggage mishandling, we do wish to offer a customer service gesture to you and your family As a customer service gesture, we are happy to provide four $electronic travel certificates for the three paid passengers on your reservation as well as your father, who was also inconvenienced, as final resolution of the complaint Please let us know if you would like to accept these travel certificates and we will immediately issue them to you Frontier Airlines sincerely apologizes for the missing item from your bag and the inconvenience this may have caused youWe will contact you if your property is locatedWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, ***

Dear Ms***,We have received your rebuttal as submitted to the Revdex.comWe are corresponding through the Revdex.com.Discount Den is non-refundable, please visit our web site:https://www.flyfrontier.com/ways-to-save/discount-den/discount-den-terms-an...⇄ Den will automatically renew:MEMBERSHIP WILL AUTOMATICALLY RENEW FOR SUCCESSIVE ONE-YEAR TERMS UNLESS YOU CANCEL THE MEMBERSHIP BY UNSUBSCRIBING WITHIN YOUR EARLYRETURNS ACCOUNT PROFILE BEFORE MIDNIGHT MOUNTAIN TIME ON THE FINAL DAY OF THE END OF THE CURRENT TERM.As a gesture of apology, we have issued voucher number 18***in the amount of $25, which can be applied to your next online booking at www.flyfrontier.comThis voucher must be redeemed by August 31, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far 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.Regards,***Customer RelationsFrontier Airlines***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher• It’s not redeemable for cash• There are no restrictions on travel date• It’s one-time use, meaning there will be no remaining value after redemption• It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer• It’s not transferable and may only be redeemed in the name of the passenger to 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

Complaint: ***
I am rejecting this response because: I believe that we were treated horribly, caused a ton of stress, and over all caused a lot of duress over a situation that should have been rectified immediatelyMy husband and I have no interest in flying Frontier ever againFrontier did not take any of our complaints seriously until the matter was reportedWe were on our way to see our son graduate from boot campWe were very happy and excited and this caused such stressFrontier did not re tidy the problemWe didWe were the ones that found the flight out of *** ***The manager at we dealt with just told us to come back the next dayWe rented the vehicle to get there, nothing was offeredWhen numerous miss a flight I don't believe it can be the error of that many peopleFrontier needs to own the fact that they handled the situation horribly from start to finish
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Frontier needs to be more clear in totaling their website to not cause confusion As far as I was concerned I had already purchased my carry on
Sincerely,
*** ***

08/11/12:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.***The response sent to you on August and 5, 2016, represents the resolution for
this concern, also submitted to the DOTHere is a copy of that correspondence: Our Economy fare is unbundled and allows passengers the ability to only add on what they want includedIf you would like more benefits included in the initial price you may add on The Works program which includes no change fee, a pre-assigned seat assignment, carry on bag and moreMore information can be found online at: http://content.flyfrontier.com/ways-to-save/the-works.All of this information is provided prior to booking, in addition to our website, www.flyfrontier.com, online and kiosk check inWe want each passenger to choose what works best for their lifestyleSince the fees were applicable, it cannot be refundedPlease know it is stated on *** that baggage fees will apply in addition to your fareBag fees (***)Estimated baggage fees charged by Frontier Airlines (Please confirm with airline)Carry on:$- $60.001st checked bag:$- $40.002nd checked bag:$- $45.00How to pay:Frontier Airlines Opens in a new window Baggage fees can be added on through www.flyfrontier.com, manage travel and my flightYou would then be required to enter your confirmation code and last nameIf you are unable to add them online, you can contact our Reservations Department or add them on at the airport We have verified that an aisle seat was never added on to you recordPlease know they cannot be requested through ***If you would like a certain seat location, you are welcome to add it on for a minimal feeOnce you arrive at the gate, a seat will be assigned at random, for freeI'm very disappointed that you felt humiliatedThat is never our intentionWhile our agents must advise policy, they should remain respectful and courteous at all timesWe will certainly forward your comments for internal follow up and review by the Airport stationsWe truly hope to one day welcome you on board a Frontier Airlines flight. Sincerely, ***Frontier AirlinesCustomer Relations

Complaint: ***
I am rejecting this response because:After contacting the airline in regurds to our complaintTheir resolution is completely unacceptableI was offered a token of a 50$ voucher for a future flight with their airline rather than an actual solutionThis issue has cost us time during our vacation, financially in reguards to international phone calls and having to purchase clothingTheir response claimed that "because you arrived at our destined location, although our bags did eventually they have no responsibility in us missing our baggageNot only that but the fact that they tried to "pass the buck" as it were onto our other airline that we used after we had constant contact from that other airline and status updates whereas from frontier airlines we had zero contact unless initiated by usThe respresentative from frontier literally said, "well your bags got there eventually" even if we weren't there to receive them it's not their fault.Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/08/04) */
Dear Ms***,
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 inconvenience you experienced when faxing the
required medical documentationA refund of a non-refundable ticket may be provided for emergency events if the proper documentation is receivedIn reviewing your reservation I can see that the refund was processed on July 23, in the amount of $to the card ending in This can take business days to post and it may take up to billing cycles to appear on your statementThis does include the $processing feeInformation on Emergency Events can be found on our website at http://content.flyfrontier.com/travel-information/travel-policies?_ga=1.XXXXXXXX...⇄ /> The amount collected by Frontier was the $for any additional charges you may want to contact the travel agent with whom you booked the reservation
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
On behalf of Frontier Airlines, please accept our sincere apologies for your
cancelled flight on September flight from O'Hare to Philadelphia due to weatherI understand your frustration and I'm sorry for the inconvenience this caused you and your groupWe are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when your flight was cancelled
Our records indicate your tickets were refunded in the amount of $back to credit card ending in on September and $bag fees were refunded to credit card ending in also on September
A check request was submitted in the amount of $on September for reimbursement for other airlines ticketsAll three passengers were also provided $vouchers as customer service gesture
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We do accept the response from Frontier AirlinesThe resolution to this claim is what was guaranteed to us while we were at the airport initially when our outbound flight was cancelledThe whole process on getting this resolved is still extremely frustratingBut we are happy that it all worked out in the endFrom a customers prospective we hope that Frontier really looks at this incident from a business perspective and tries to improve the channels of communication and overall operations with future passengersWe expect to receive the check that is hopefully on its wayIf not we will back in touch
Thank you
***

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for the damage to your checked bag when you traveled with us recently
In spite of our best efforts, damages do occur because of the sheer volume of baggage and the mechanized hazards that each piece of checked luggage faces
There are circumstances when Frontier Airlines does not assume liability for damaged baggageEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability
Our records does not show that a damage claim was madeWithout the picture of the bag we cannot determine the extent of the damage to the bagWe would be happy to receive a picture of the bag however it is too late to get a cash settlement since we do not have a claim in our systemYou can email a picture of the damage bag to me, or to ***@flyfrontier.com for review
We have refunded your $bag fee paid to transport your bagThe refund will go back to the credit card used for the purchaseIt will be your Visa card ending in
At Frontier Airlines, we appreciate your businessWe look forward to serving you on a future flight, under more pleasant circumstances
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This company has issued a refund as stated
Thanks for your assistance

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear Mr***,
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 inconvenience you and your family
experiencedThe unaccompanied minor fee is waived if the child is an *** memberThis information is provided when making the reservation for an unaccompanied minor and must be accepted before continuing with the bookingBelow is what is stated, it is also stated on the *** members benefits
The fee is waived if the child is an *** level member of ***
If you would like to provide the reservation code we can review any additional documentation regarding her reservation
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.When vouchers are issued for an entire flight as a result of a flight irregularity, an email is sent to every passenger for whom we have an email addressWe regret if we did not have yours on file, or if you missed this notificationIf ever you are unsure of a voucher's expiration date, please don't hesitate to contact Frontier via email or by calling our Reservations department.Customer Relations Specialist *** has issued new vouchers for you, and ***, in the amount of $as a gesture of goodwillOur records show that both of these were redeemed on January 3rdKind regards,***Customer Relations SpecialistFrontier Airlines

01/13/06:PM JANUARY Dear *** ***, Thank you for contacting Frontier AirlinesWe apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to this moment We are sorry to hear of the loss of your luggage when you traveled with Frontier, and our records now indicate that our Central Baggage Services Team (CBS) has been in contact with you about our settlement process Your file notes that you submitted the settlement documentation required, which were reviewed and processed, with a reimbursement check written for you and sent via US mail to the address on file (Arvada, CO) For inquiries or further follow up, please refer to the information listed below and call the CBS Department for assistance DEPARTMENT AND PHONE NUMBER: CENTRAL BAGGAGE SERVICES (CBS) / 7AM-4PM MT Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced Sincerely, *** Frontier Airlines Centralized Baggage Specialist

Complaint:
I am rejecting this response because: I received this email directly a few days ago and responded to itFrontier Airlines should send that response in to the Revdex.com
Sincerely,
*** ***

01/13/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As we explained to you in our email to you on 12/20/16, severe weather across the United States forced several delays and
cancellations that continued for several days. Airlines track the arrival, departure, delay and cancellation of every flight in every market it serves and these are the official records that get reported to federal regulators. According to these records, your flight was cancelled due to the weather storm. We consult these records to determine the type of compensation that is available to our passengers when adverse conditions arise When delays or cancellations occur due to uncontrollable situations like adverse weather, we do not offer compensation beyond the re-accommodation on the next available Frontier flight. .Alternatively, if your flight is cancelled, we'll provide you upon request, a full refund of any unused portion of your ticket My research shows that a refund in the amount of $was issued to your credit card ending in *** on 12/22/16. In addition, as a customer service gesture, we also issued $travel vouchers for your party which can be used for future Frontier travelHowever, we are very sorry that you had to purchase necessary items because you bags arrived late. Please send me the receipts for the items you had to purchase to get by until your bags arrived. We are unable to issue any compensation for the other airline tickets you purchased or for the gas and parking expenses you incurred I will look forward to hearing back from you with the receipts for the supplies you purchased Best wishes, *** Customer Relations Frontier Airlines

01/16/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for your disappointment in Frontier's pricing policy and appreciate the opportunity to explain Frontier
offers our customers low fares and our focus is to provide the lowest fares that get you from point A to point BSelling the tickets at prices as low as ours and then charging for options, allow our customers to fully customize their travel experience • SEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never requiredYou always have the option to take whatever remaining seat is available, on the day of travel, free of charge.• CARBAGS - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead binWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment pageI'm sorry you did not have the opportunity to review expected fees before making your purchase with Loyalty Travel We have fully disclosed our pricing structure to all third party agencies and while they are required to share this information during the booking process, often times its not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policiesMy research shows that on November 24, via the internet, the selection of stretch seats were chosen for each segment of your flight along with paying for checked bagsThese services were used and respectfully, the fees are non-refundable I appreciate the time you've taken to share your feedbackIt's important we remain consistent with our policies and I'm sorry you're not happy with our resolution Kind regards, *** Customer Relations Specialist Frontier Airlines