Frontier Airlines, Inc.

[redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I am sorry to hear that you are not satisfied with the resolution that was offered. It is never our intention to be insensitive to our customer’s opinions regarding their experience with Frontier Airlines.   I apologize if there was any miscommunication or misinformation provided when you spoke to [redacted] If a passenger does not take their flight due to a flight disruption our agents can advise the passenger that their unused Frontier ticket can be refunded. Frontier does not reimburse for other airline tickets and all our agents are aware of this policy. The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered. I understand this may not be the answer you were hoping for and regret any disappointment.   We appreciate the feedback you have provided.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
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 part of your seat/bag fees were refunded on April 27 in the...

amount of $80 back to credit card ending in [redacted] I have set up a refund for the balance of $36 to go back to your credit card ending in [redacted] a total of $116.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund has now been processed in full. Thank you, Revdex.com!

09/18/2016 01:24 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Flight Change Our flights are fluid with times often changing. We encourage all passengers to stay up-to-date with flight...

status, including any further changes to departure times. After looking into your account I see multiple emails were sent to [redacted] regarding the change in flight time. Another way you can keep up to date with travel is by checking Real Time Flight Status at www.flyfrontier.com or via the new Frontier Airlines Mobile App. Reservations I understand you reserved your flight 5 1/2 months prior to your trip and I am sorry that these plans changed. I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Flight changes can be frustrating, but periodically our flights have to be changed to different times. Please accept my apology for the unexpected interruption.   Our Apologies I know you are dissatisfied with your return flight home and I am sorry. It sounds like you had plans to arrive at the airport at the same time as your daughter to give her a ride and this did not happen. I understand how stressful it is to have to rearrange your plans because of a schedule change. I again apologize that this happened to you and I assure you this is not our regular operations.   Compensation I'm really sorry that you are disappointed with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to remain consistent.  Although I realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. At this time I can not offer you reimbursement for $72.00 for the rental car you had to use. Your $100 vouchers will remain in our system for redemption until they expire on Dec-5-2016. Voucher number ([redacted] - [redacted]). 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 and I am sorry for any inconvenience this may have caused you.Kindly, [redacted] Customer ServiceFrontier Airlines

Response Email   10/20/2017 02:23 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I have reviewed your recent flight situation and correspondence with [redacted] regarding your refund...

request.   I am sorry to hear about your experience and will be happy to provide you information for your reimbursement.   Reimbursement I show that we sent a check to this address. The check amount sent was $50. The reimbursement was Frontier's approved amount to be reimbursed. I show that you listed your customer information on the Revdex.com complaint as XXXX. I am concerned there may have been a mix up. Please respond to the email sent directly from Frontier to verify this information for me.   Unfortunately the hotel reimbursement request has been denied as it does not fall into our policy to reimburse for hotel stay due to the circumstances of your missed flight. I apologize if this is not the information you wanted to hear.   Refund Request As [redacted] stated previously, the cancellation fee is part of our policy under the Contract of Carriage. Due to all the circumstances surrounding your experience I am going to refund this fee to you as a customer service gesture. You will be receiving a $99 refund onto your Visa ending in XXXX. Please allow 3 to 5 business days for this refund to appear on your card.   Customer Service I understand the frustration regarding your recent experience attempting to travel to [redacted]. At Frontier we strive to provide a high level of service and dependability. I am sorry that this was not your experience regarding your luggage or communication with [redacted]. We have taken this feedback seriously so we can take appropriate measures to ensure your experience is not repeated.  We Can Do Better I know that throughout this whole experience you have felt disregarded by Frontier. Please understand that this is not the case. Your circumstance is unique in that we typically don't have passengers arrive for flights that have flown the previous day. I recognize that all of this has done little to remedy your opinion of Frontier. I hope we get an opportunity later on to prove to you we can do better.   Regards,   [redacted]

Complaint: [redacted]
I am rejecting this response because:Please note that the information I was given and I am reporting in this complain came from a Frontier Customer Agent so I expect Frontiers to take the responsability for the inacurrate information I was given. Based on this response, I was given incorrect information and I could have boarded my plane. I dont undertsand why the discrepancy of information.  
Sincerely,
[redacted]

12/07/2016 04:59 PM Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and would like to speak with you directly. Please contact me or any of my colleagues here in Central Baggage at ###-###-####.   Sincerely, [redacted]

Response Email   03/16/2018 06:10 AM   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 the misunderstanding regarding the your compensation for...

giving up your seat on March 9th when traveling from back Orlando. I'm really sorry to hear that you were not provided with the terms of the voucher.   We Hear YouOur vouchers are usually a one time use. However, since the voucher is of a high value and will most likely need to be split up between flights, I'd be happy to change your voucher to better suit your needs. Please let me know if you'd like your voucher split up into $100 vouchers so that they may be used fully.   Be advised: For example, if you have a voucher valued at $100, and have a booking total of $105.00; I would recommend paying the additional $5 yourself instead of using an entire separate voucher. This would avoid the risk of losing any value of the vouchers.   The current $1000 voucher information is as follows, expiring June 7, 2018:   [redacted] XXXXXX: XXXXXXXXXXXX   Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one!  Regards,Customer Relations SpecialistFrontier Airlines

Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I apologize that your recent experience with us was not pleasant. Please be assured these are not the standards we strive to maintain.   Flight...

Notifications I apologize that the status of your flight was not correct when you checked to see if it was still on time. I can understand that you had to rush to the airport in severe weather only to find out the flight was delayed. We strive to notify passengers of delays and post the most up to date information regarding their flight and it is clear from what you have described that we fell short of this expectation. I have forwarded your comments to our management team so we can provide better service to you and other passengers in the future.   Customer Service I regret to hear that you, your wife, and 3 children spent an extended amount of time in the airport waiting to get on another flight or to find out if the the flight was cancelled without much assistance from our agents. It is never our intention to make passengers feel stranded or that they will not be assisted with getting to their destination. We will use your comments and those from other passengers to ensure that situations like this are prevented from happening again.   Rebooking Options I can understand your frustration regarding the availability of options to rebook on a Frontier flight. Due to a limited number of flights to Fort Myers per day and a large number of holiday passengers there were limited amount of seats available for passengers to be rebooked on.   Other Airline Rebooking Since the flight was cancelled due to something out of Frontier's control we do not offer rebooking on other airlines or reimbursement for purchases made on other airlines. The only compensation is to be rebooked on the next available Frontier flight or a refund. Please review our Contract of Carriage for any further questions regarding rebooking options.   Compensation I see that a refund for $631.50 was processed on December 20th. In addition to this I have issued each passenger a voucher worth $100 to use on a future Frontier flight. The vouchers will expire on June 28th, 2017 but travel may be booked as far out as Frontier's schedule allows.   While we recognize this does not change your experience we hope that you will choose to fly with us again in the future.   Regards,   [redacted] Frontier AirlinesCustomer Relations

8/18/2016 01:41 PM ( Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We have included below our responses to your previous emails and remain consistent with our policies.   Sincerely,...

  [redacted] Customer Relations Specialist Frontier Airlines   [redacted] Reply dated May 16, 2016   [redacted],   Please accept our apology for the flight disruption you and [redacted] experienced when you traveled with us from Minneapolis to Las Vegas on May 6. I regret that we were unable to provide advance notice of our maintenance delay that caused you to miss your scheduled connecting flight to Las Vegas.   The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.   I'm sorry that our agents weren't able to contact you so you'd have an option to take an earlier flight that would have allowed you to arrive to your destination sooner.   We have made your comments available to our Customer Service management team for training purposes. Your comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedback.   We want our passengers to be safe and healthy. That's why we recommend that medications are not packed in your checked bag. Additionally, TSA regulations allow for exceptions for passengers traveling with mediation and medical devices that would have allowed you to carry your insulin on board with you.   While we are unable to refund any portion of your fare that was used for completed travel, we have issued flight disruption compensation and emailed details separately.   If you incurred additional meal expenses while you awaited alternate travel and would like to request reimbursement of qualifying expenses, please attach an electronic copy of your receipt to your reply to this email or send via facsimile to ###-###-#### (Attention: [redacted] C., File: [redacted]).   While we recognize this does not change your experience, we hope that you will choose to fly with us again.   Sincerely,   [redacted]Frontier AirlinesCustomer Relations   [redacted] Reply to request for $84.97 in meal and beverage expenses dated May 20, 2016:   Nicole, I received credit transaction details, but our accounting department requires itemized receipts for reimbursement. I regret that we are unable to reimburse passengers for on board charges, alcohol or gratuity. I look forward to your reply. You may attach electronic copies of receipts to send via facsimile. Kindly, [redacted] Customer Relations Frontier Airlines [redacted] Expenses referenced were: Onboard $16.97 [redacted] Denver $31.00 [redacted] $37.00

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. I would like to note the 'friendly representative' you refer to was not a Frontier airline staff, just anotherAirport worker who was able to look up the flight information.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Still waiting on Joe's response regarding reimbursement payment. They've refunded me in full for the flight via credit card credits, so the refund issue is resolved. For the reimbursement I was promised a check of $237.71 from Kayla (Customer Relations Specialist) on 12/20/17, and Joe (Customer Relations Supervisor) promised another 22.67 on his email on 1/1/18. This brings the reimbursement total to $260.38 so far so I am still short $238.60 for the reimbursement since I paid $498.98 for the [redacted] flight back to San Diego after being stranded in Austin. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
Please accept my apology for the delay in responding to your email sent to...

[redacted]@flyfrontier.com. I have verified that your email was received and responded to on July ** 2015. Your refund of the [redacted] fare less the [redacted] fare has been requested and as advised will take approximately 4 to 6 weeks and will be mailed to the address you provided. The [redacted] bag fee was also refunded.
We are committed to providing our passengers with a pleasant and enjoyable experience and regret that we fell short of this when you contacted us. We have high expectations of our reservations department. For training purposes; we have made your comments regarding the hold time and difficulty contacting us available to the customer service management team.
Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Sincerely,
[redacted] Specialist
[redacted] Airlines

Complaint: [redacted]
I am rejecting this response because: Their early returns miles credit card program is dishonest and misleading. I was told I would receive enough miles for 2 round trip tickets, and they were all gone after one round trip. I have contacted legal representation, and they are in the process of contacting frontier customers who may have been mislead by this program as well. We will be filing a class-action suit if necessary. 
Sincerely,
[redacted]

06/23/2016 10:50 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. We are sorry to hear of your delayed bag and...

realize how much of an inconvenience this was for you. According to our computer your bag came into our Central Baggage Office and set up for [redacted], tracking number [redacted]. If you went out and purchased items while your bag was delayed, please email them to [redacted] As a customer service gesture, we are happy to provide you with a $100.00 electronic travel certificate. Please let me know if you would like to accept this and will issue them to you. Frontier Airlines sincerely apologizes for the delayed bag and the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely,   [redacted]Frontier AirlinesCentral Baggage Specialist

Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. The pictures were reviewed and you were approved for reimbursement. I issued your check for reimbursement for your baggage damage in the amount of $77.30. Your reimbursement check will be sent xxxxxxxxxxxxxxxxxxxx. Please allow 4-6 weeks for processing and delivery. Sincerely,Customer Relations SpecialistFrontier Airlines

12/20/2016 08:25 AMDear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. It's never our intention to inconvenience our passengers and I’m disappointed to hear that your flight out of Las Vegas was cancelled. The...

creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. For that reason, bad weather in any part of North America can impact your flight, even though the weather in your departure city is fine. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Crew members are limited in the hours they are allowed to work. Time waiting on delays counts as time worked and with cancelled flights may not be able to get to scheduled flights. We’re sorry that you were impacted by a delay related to weather in a different city. I understand that you feel disappointed, but must respectfully advise that this isn’t a situation where the airline would reimburse your other airline expense as weather is not within our control. If you are unable to travel with us on a later flight a refund is provided. I see this was done on the 18th crediting back to the card ending in [redacted]. This typically takes 7 business days to view on your side. Frontier 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. It's important for us to keep good relationships with customers like you. In an effort to prove we can do better, you were each issued a $25.00 voucher to use as a discount on a future Frontier flight. We appreciate your patience and hope to service your travel needs under better circumstances in the future. Thanks, [redacted]Customer Relations Specialist Frontier Airlines

08/08/2016 03:55 PM Dear [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Terms & Conditions I am unable to compensate you for the Mastercard you applied for. Our website and the credit card application explicitly explain our terms and conditions before you apply. When you applied for the credit card you agreed to the terms and conditions of the card.   I understand this isn't the answer you are looking for, but we would appreciate the opportunity to serve you on a future Frontier flight.   Sincerely,   [redacted] Customer Relations Frontier Airlines

07/04/2016 11:29 AM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm very sorry your original, pre-assigned seats were changed. We know seat assignments are important to our customers, and it's...

never our intent to cause undue inconvenience.   I am not sure why your Fiance's seat assignment was changed. Please respond to this email with the record locator for your Fiance and I will investigate further.   Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

10/06/2016 10:42 AM Dear [redacted],   Thank you for writing us.   SchedulesI understand you're flying with us because you have somewhere to be at a certain time. That's a reasonable expectation! I know changes to your plans can be frustrating, and although schedule changes are an...

industry practice, here at Frontier Airlines we make every effort to minimize these changes. Often times, these updates are necessary for operational purposes, and at times, even reduce costs.   As a one time consideration, I would like to give you a full refund of your flight on October 11th. Would that be something you would be interested in?   Please let me know.   Kindly,   [redacted] Customer Relations Frontier Airlines

Revdex.com:It looks like the miles were added to my account, we sure did get the run around without any help from customer service, we contacted [redacted] and they stated they released the miles and frontier told us they did not know anything about this, we did put [redacted] and frontier on the phone together with a manager and they did not resolve anything, 3 days ago the miles were in my account AFTER numerous months of calling. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]