Frontier Airlines, Inc.

09/05/2016 11:19 AM Dear [redacted],   Thank you for contacting Frontier Airlines. I have received your correspondence from the Revdex.com and appreciate the opportunity to respond.   Flight 1519 I apologize that your flight was delayed. My research shows that the flight...

was delayed due to a security issue on a previous segment. We take all security issues very seriously and I regret that your flight experienced a delay to this issue at another airport. It is never our intent to disappoint our passengers.   Customer Service When a flight is delayed due to something out of our control we do not issue vouchers to cover meals or offer discounts on future flights. I apologize that this was not made clear to you but because the flight was delayed  due to something out of our control these services were not offered. Please be assured that your comments regarding this will be forwarded to management so we can provide better service to you and other passengers in the future.   Flight Changes In order to change your flight I am going to have our Reservations department contact you to make the necessary changes. I have approved for them to waive the $99 change fee but fare differences will still apply. If you do not hear from them in the next 72 hours please contact them at ###-###-#### and give the agent the following incident number: [redacted]   We appreciate your business and hope that you will continue to fly with us in the future.   Kindly,  
[redacted]
Frontier AirlinesCustomer Relations

Complaint: [redacted]
I am rejecting this response because: This is not an excuse for not having a plane at the airport. After awaiting 4 days, no employee can advised anything on a flight pr when a plane was coming to [redacted]. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I went on a couple of trips and wasn't charged using the same baggage. I wasn't charged when I went to Philadelphia but I was charged when I came back.
Sincerely,
[redacted]

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

miles for [redacted] membership. In reviewing it appears it was mailed [redacted] On [redacted] the electronic form to print and take to the [redacted] was emailed. The certificate was emailed again on [redacted] with an attempted phone the same day with a voice message left.
We are committed to providing our passengers [redacted] requested information and regret that we fell short of this when you contacted us regarding your miles expiring, how to redeem for something other than a flight and previous information no longer available. We have high expectations of our employees and are disappointed not all questions were answered. For training purposes; we have made your comments available to the [redacted] manager. Respectfully we would not pay for the family membership to the [redacted] or replace minutes spent on the phone.
With our recent updating not all functionality has been restored which is why you were unable to check the information online. As mentioned in the previous email our [redacted] expiration policy changed. All members will need to have positive activity once every six months to avoid expiration of their miles.
Thank you for your patience.
Sincerely,
[redacted] Specialist
[redacted] Airlines

Complaint: [redacted]
I am rejecting this response because:As previously stated nothing has been done to resolve the loss of luggage.  I expect prompt reimbursement for the stroller and accessories attached to it  anything less is unacceptable.  No resolution has been received and the only correspondence from frontier has been excuses.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Because the policies they have a in place are horrible. If someone can't get the proper paper because they have been cut off from family. They just wanna keep the money because they are a greedy company 
Sincerely,
[redacted]

12/31/2016 09:12 AM Dear [redacted],Your check is being processed for $144.08  Thank you for your patience. Best wishes,[redacted]Customer Relations Specialist Frontier Airlines    12/29/2016 10:09 AM Dear [redacted],   We have received your correspondence as submitted...

to the Revdex.com and appreciate the opportunity to respond.   Our Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a certain day and time. Please accept my apology for the inconvenience you experienced with the unexpected disruption on flight [redacted] from [redacted]) to [redacted]). It's never our intent to disappoint our passengers. I'm sorry you experienced this.   What We Can Do We value you as a customer. In an effort to make things right, I am able to approve your request for hotel reimbursement. If you could respond to this email and attach the receipt from your hotel stay, with the date and location of the hotel, I would be happy to reimburse you for that expense.   Come Back Soon Thank you again for providing valuable feedback. I recognize this does not change the time and inconvenience 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 Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
In reviewing your reservation history it appears the [redacted] for the 2 carry-on bags...

has been left as a credit for you to use with future booking. This is valid one year from the June [redacted] 2015 date of issue.
The Economy fare purchased has a fee to carry-on a bag. You are allowed a free personal item not to exceed 14 X 8 X 14. Sizers are available at the airport ticket counters and gate. If agents determine the bag to be too large a fee is charged. It is important we remain consistent with our policies and your comments regarding not being charged on your outbound flight have been forwarded to our [redacted] Station manager for training purposes.
You can view our baggage policies at [redacted]X
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
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although policy, the company CAN issue a credit of $60 which is what I recommend. I do not travel that often by air and if I do every two years, it is not always on Frontier Airlines. Furthermore, the people I traveled with were never charged and have not had to take time and deal with this issue.
Final Business Response /* (4000, 9, 2015/08/13) */
Dear Mr. [redacted]
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I'm sorry you're not happy with our resolution. It's important we are consistent with our policies in order to be fair to all our customers. Carry-on bag fees are non-refundable, as a customer service gesture the amount has been left for you as credit to apply to a new reservation.
We value you as a customer and look forward to the opportunity to serve you on a future Frontier flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

03/17/2017 12:45 PM Good afternoon Mr. [redacted],   We have received your follow up email, in additional to your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. As requested, your concerns were escalated to me, the Manager of Customer Relations with Frontier Airlines.   I would like to provide you with the details of the credit card application that was provided to you on the flight, the details are at the link below regarding points received.   [redacted]   As for the actual application that was signed, those do not come back to Frontier but are sent to [redacted]'s, and you can find details for them below. I can not guarantee that [redacted] will be able to provide you with a copy of the signed application.   [redacted]   Again I know this isn't the resolution you were hoping for but hopefully the additional information provided will help clear up some of the questions you have.   Thanks,   [redacted]Customer Relations ManagerFrontier 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. I look forward to receiving a check for the cost of my rental car, in the amount of $284.72 as is shown in the attached receipt.  Thank you!
Sincerely,
[redacted]

Response Email   08/15/2017 02:00 PM  Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thanks for contacting Frontier Airlines about you refund request from your flight [redacted] to...

[redacted] on July 21st. I'm sorry that you weren't able to fly with us, and  I am happy to address your concerns.   We're Here to Help!I did some research for your reservation and it looks like the refund that you requested has been issued. The total amount for the refund that you are receiving is $XXX.XX  and it all went back onto the [redacted] ending in XXXX. Please allow 5-7 business days for the transaction to transfer back to you.   Come Back Soon I am sorry that you had to cancel your flight, but I do hope that you will fly with us soon. I'm confident your next experience with us will be a good one!  Regards,Customer Relations SpecialistFrontier Airlines

04/08/2016 09:56 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Frequent flyers members are required to have positive activity every 6 months in order to keep miles. Positive activity can be earned from a...

Frontier Airlines flight, a qualifying program partner, or Frontier Airlines [redacted] during any six month period. Your miles expired due to no positive activity within the 6 month required time. As a onetime customer service gesture 45,069 have been reinstated. If there is no positive activity within the next 6 months your miles will expire. No additional exceptions will be granted. Your expiration date is November 10, 2016If you have additional questions or concerns, please do not hesitate to contact our Early Return department at ###-###-####.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

01/18/2017 02:07 PM [redacted],Every reason for a flight delay or cancellation has to be filed with the FAA. Every strike from the pilots union has to be filed as a strike. There was not a notification from the Frontier pilots union stating they were officially on strike. Regrettably, this strike rumor was perpetuated by the media or possibly employees but there was no official pilot strike. The delays were caused by weather which had a down line effect for several days. Per the terms and conditions of the ticket which you agreed to at booking. We do not provide compensation or reimbursement for weather delayed or cancelled flights. I'm sorry you're not happy with our resolution. It's important we are consistent with our policies.[redacted]    01/18/2017 09:34 AM Dear [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I appreciate the time you've taken to share your feedback. It's important we remain consistent with our policies and I'm sorry you're not happy with our resolution. Respectfully, we do not compensate for weather-related events or consequential issues. 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.Regards,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for your bag delay and I'm sorry your felt our previous apology was...

generic. Our records indicate you have been refunded two $20 checked bag fees.
We apologize for the 26 minute delay from Denver to Portland on your return flight September 27, due to aircraft swap.
Below is the response to your email that you sent on 10/7/2015, this response was sent to you on 10/9/2015 just a few days later. You filed this Revdex.com on October 16, a week after we responded to you.
Dear Ms. [redacted],

Thank you for contacting Frontier Airlines Customer Relations and Central Baggage Service. We apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to today.

We are sorry to hear of your luggage and customer service issues when you traveled on Frontier.

If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: [redacted]

Please include a short note requesting reimbursement, your claim reference, CUNFXXXXXXXXX, a good contact number and your permanent address so they know where to send the check.

Once your receipts have been received, we will forward your interim request to the station for follow-up with you.
You may reach the Cancun Baggage Service office directly at XXX-XXX-XXXX, with any inquiries regarding the interim expense reimbursement.
The Central Baggage Service Office has requested your second $20.00 baggage fee to be processed for a refund. The refund will go back to the original form of payment, credit card ending [redacted]1010. Please allow 7 days for processing.
Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements.

Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.

Sincerely,
[redacted]
Frontier Airlines
Central Baggage Specialist
I hope I have responded to all your concerns.
Regards,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked for a refund of our flights and the bag they wouldn't pay for. They responded that they would send refund for the bag and a $100 credit for each of us. I have them the receipt for my bag again and told them the $100 wasn't satisfactory. She replied that they would be sending a refund for the bag and absolutely nothing else regarding the rest of my complaint. These people are crooks. They [redacted] you around so much in hopes that you just give up.
Final Consumer Response /* (4200, 11, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My outbound and return flight were on schedule? Our flight from Denver to cancun sat on the Tarmac for 45 minutes before taking off. And our flight from Denver to Portland was also delayed as you've acknowledged earlier in the thread. You might want to get your facts straight before making those statements.
Further, if you don't provide refunds, I would like two round trip tickets anywhere you fly. Especially if you're putting an April 2016 expiration on them.
Final Business Response /* (4000, 13, 2015/11/23) */
Dear Ms. [redacted],
My apologies, when we provide compensation for delays it's if flights are over 2 hours delayed. So I was referring to over two hour delays were compensation would have been provided.
The $100 vouchers were provided as a customer service gesture for your delayed bags, as I mentioned compensation is not provided unless a flight is delayed over two hours. If a flight is delayed for two hours, a $25 vouchers would be provided.
We also refund your bag $40 bag fees and reimbursed you $309.97 for receipts of your authorized covered expenses.
We do not have nor do we provide round trip vouchers. I'm sorry we're unable to honor your request.
We have gone above and beyond our company guidelines in providing compensation, no additional compensation will not be provided.
Regards,
[redacted]
Frontier Airlines

Dear Ms. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. We require passengers to be checked in...

with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.

Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied 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 be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. 52,247 have been reinstated to the ER account [redacted] per your request. Regards, [redacted] Customer Relations Frontier AirlinesTell us why...

here...

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less...

than that. It sounds like we failed this time and that is regrettable. What I Can DoUnfortunately, I am unable to honor your request for a refund. Since the credit expired, I am unable to extend the date on it. What I can do is provide the $358.00 in the form of a travel voucher that may be used on a future Frontier flight. I am also going to extend the expiration date of the voucher for 1 year so that you have more time to redeem it. For your convenience, I have provided your voucher information below. [redacted]- #xxxxxxxxxxxxxxxxYour voucher expires on December 12, 2018, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.Come Back SoonI recognize this does not change the time lost and inconvenience, 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,Customer Relations SpecialistFrontier Airlines

09/28/2016 11:28 AM Dear [redacted],   Thank you for contacting Frontier Airlines Central Baggage Service.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are sorry to hear of the damage to...

your luggage when you traveled with Frontier.   We have received an update from our Houston Baggage Service Office, and have been advised they are still waiting to receive a copy of your original dated receipt for the damaged luggage.   Once that is received, they will be able to proceed with your settlement.  If needed, their contact number is ###-###-####, and e-mail address is:  [redacted]   As a customer service gesture, and for your inconvenience we are providing you with a $50.00 electronic travel certificate.   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: [redacted].  Issued to [redacted]. This voucher must be redeemed by March 28th 2017, but travel may be booked out as far as Frontier's schedule allows. [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 6 months from the date of issue and may not be extended.-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued.The Certificate cannot be: -Applied toward the purchase of Travel Insurance or STRETCH seating.-Applied toward baggage fees, change fees, or other charges. -Combined with any other voucher, promotion, or discount. -Used with group travel -Redeemed for cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-####.   Your concerns have been made available for review by our management. Managers 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 experienced. We look forward to serving you on a future flight, under more pleasant circumstances.     Sincerely,       [redacted] Frontier Airlines Central Baggage Specialist

10/21/2016 04:43 PM Hello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm sorry to hear that your attempts to obtain a refund through the hotel and [redacted] have been unsuccessful.We try to make...

the terms and conditions of our MasterCard as well-known as possible and I'm sorry if a miscommunication led to a misalignment of expectations. Please be assured that I am making your feedback available to our leadership team for further consideration.I still hope you will consider Frontier for your future travel needs. We'd appreciate the opportunity to better meet expectations on your next Frontier flight!Sincerely,[redacted]Customer RelationsFrontier Airlines  10/21/2016 02:21 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Frontier MasterCard I'm sorry to hear that you were caught off-guard by the specific stipulations attached to your Frontier MasterCard. We strive to ensure that our customers are aware of this information by ensuring that all stipulations are listed in the Terms and Conditions section of the credit card application. Customers are required to provide their consent by either checking the "I Agree" box (if online) or by providing a signature (if on paper) prior to the application being processed.   Third-Party Hotel Reservations Please be assured it's never our intention to mislead our customers. It is true that Frontier Airlines does partner with the [redacted] search engine help our customers find hotel accommodations at their respective destinations.   However, each individual hotel chain designs its own cancellation policy and their cancellation policy is listed next to each option on the booking site. Customers are responsible for reviewing the the details of their purchase at the time of booking and then provide their consent to the purchase by clicking the "Book" button. Directly above the "Book" button on the page is are the Reservation Terms that state: "By continuing with your booking, you agree you have read and accept our Terms and Conditions and Privacy Policy."   Recommendations Regarding your hotel purchase, I recommend contacting either [redacted] or the hotel itself to request your refund. Because Frontier Airlines did not collect any money for the hotel reservation, we are not in a position to refund anything.   Regarding your desire to cancel your credit card, Frontier Airlines is not able to cancel credit cards on behalf of individuals. If you wish to cancel your credit card, please contact [redacted], the company which issued the credit card, either through their website or by calling the 800 number listed on the back of the card.   Sincerely, [redacted] Customer Relations Frontier Airlines

03/28/2017 04:48 PM Dear Mr. [redacted],   I have reviewed both your request for interim expenses, as well as your correspondence with the Revdex.com. and appreciate the opportunity to respond.   I'd like first to apologize for the delay in your baggage originally; however, just...

as importantly, for the subsequent delay in processing of your reimbursement.  I can assure you that Frontier Airlines makes every effort to minimize bag delays, as well as the time it takes to process reimbursement for expenses incurred because of our delay.  Clearly, we failed to meet our own standards in this matter and I sincerely apologize.   I left a voicemail at your contact phone number today to ask whether you have received the check that was mailed to you via [redacted] on 3/22/17.  If you have not received it, please let me know as soon as possible so we can make alternate arrangements.   We appreciate your patience in this matter and we hope to see you soon on another Frontier flight.    Sincerely,   [redacted]
**  [redacted]