Frontier Airlines, Inc.

> Response Via Email - 11/14/2017 09:05 PM > Hello [redacted], > > We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. > > Our Apologies > I apologize for the confusion in terms of this situation, I replied to an...

email that had your concern in the notes listed as re-booking on our Fare Portal letter. I then found after more research, that you did not use the letter, so we can honor the reimbursement request you have. With that said, do not take notice of the first email's content. > > I do understand how frustrating this situation can be, and I apologize again for the situation. > > We Want To Help > We want to assist with your desired choice, and cover the cost of your flight on another airline, less the refund we already processed. We can reimburse you up to $400 for another airline flight per person in your party, so $800 total. > > Please note the original itemized receipts must be sent over as an attachment, preferably a PDF doc. We are unable to accept documentation within the body of your email, or as text that can be altered. > > We will be happy to assist you further once the additional information has been received. > > Be sure to include: >  Passengers names >  All reservation codes >  Name of payee >  Mailing address >  Your preferred "Option" >  Original Itemized receipts (Attachment ONLY) >  A copy of your Frontier authorization letter (Attachment ONLY) > > We Value Your Business > Thank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience youve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one. > > Regards, > >> Customer Relations Specialist > Frontier Airlines > > > > > Response Via Email - 11/14/2017 08:50 PM > Hello [redacted], > > We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. > > Safety Is Our Priority > At Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers. > > Reimbursement > I'm sorry you incurred additional expenses due to the recent flight disruption you experienced. I understand the inconvenience this has caused. We're unable to reimburse for expenditures like the ones you described, as the options that were given with the fare portal letter do not include a reimbursement for another airline flight. > > I do understand how frustrating this situation can be, and I apologize again for the situation. > > We Value Your Business > Thank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience youve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one. > > Regards, > >> Customer Relations Specialist > Frontier Airlines

Initial Business Response /* (1000, 5, 2015/08/06) */
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 the delay of your baggage when you traveled with us recently. 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.
According to our records Central Baggage Specialist [redacted] has reached out to you regarding the situation. She has requested a refund for your $20.00 checked baggage fee, and invited you to mail your receipts for any interim expenses you had during the baggage delay. As a customer service gesture she also provided each of you with a $75 flight voucher.
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

Complaint: [redacted]
I am rejecting this response because: I did contact them and the Revdex.com before the flight so a refund should be issued. I explained that to them directly but they did not respond 
Sincerely,
[redacted]

Hello [redacted], Thank you for your follow up regarding your correspondence to the Revdex.com. I apologize for any misunderstandings with your flight cancellations. I assure you that your family has not been black listed and you should not have any concerns about future treatment. Our Apologies It appears there may have been a misunderstanding and I apologize. Your original complaint filed with the Revdex.com was interpreted as a desire to have your flights cancelled. Please be assured we would never cancel any flights without reason and I am so sorry for any misunderstanding.  Your FlightsOur records show a response to your original Revdex.com complaint was sent on 7-4-17, which notified you the flights had been canceled and a credit was available in your account. We also advised the $99 fee had been waived for each passenger, as a customer service gesture. I regret hearing that you did not receive this notification.  That credit has since been re-deposited and I am so relieved that you were able to rebook your reservation! I show your upcoming flights ([redacted]) are booked for 5 passengers as follows:[redacted]
[redacted] Refund PolicyI apologize for your original frustrations regarding our refund policy and strict 90 days to redeem any credit. Although the agents were following policy as mandated, I have logged your concerns that they were not flexible and were difficult to understand. Thank you for this feedback. 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! We look forward to having you on board soon! Best Wishes, [redacted]
[redacted]
[redacted] Ps. We want your feedback! Fill out our survey and be entered to win 2 FREE round-trip tickets on Frontier airlines valued at $400. Click the link to take the survey: [redacted]One winner will be selected and notified by email each month. Please provide your name and email address at the end of the survey if you would like to be entered to win.

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.
Sincerely,
[redacted]

Response Channel: EmailEmail 11/04/2017 04:15 PMHello [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.
Customer Care
Feedback like yours allows us to better identify areas needing improvement and I appreciate...

the time you have taken to help us out. I will log your concerns about our website with our management team.
We Hear You
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.

Your Refund
I apologize for the situation surrounding your flight cancellation. It's really unfortunate that happened. I'd like to offer you a refund in the amount of $88.20. The cancellation fee was never charged to your card. Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices. I show the credit card used to make the purchase ended in XXXX.

Come Back Soon
We 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 Specialist
Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. You can send a refund to [redacted]   [redacted]. Phone number [redacted]. Thanks for making it right. 
Sincerely,
[redacted]

11/07/2016 08:18 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   As was stated in our previous communication, according to our records the agents stated the wheels of your personal item were sticking out of the sizing bin. Our agents are trained to identify bags they think will not appropriately fit under our seats. Unfortunately, there is nothing more we can do for you as this is our policy.   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.   Thank you for sharing your concerns.   Regards,   [redacted] Customer Relations Frontier Airlines

Response Email   03/01/2018 09:54 PM , Hello [redacted],   Thank you for contacting us regarding the expiration of your Early Returns Rewards points. I apologize for any frustration and appreciate the opportunity to assist.   Miles Your Early Returns account was listed as...

inactive with a balance of 0 miles since your last positive mileage activity was before December of 2016. Unfortunately, your mileage would not qualify for reinstatement. Mileage accrued in the program will expire if members have not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines MasterCard during any six month period. I'm sorry that you were not able to review the mileage expiration prior to the expiration date.   Notification We contact our customers regarding expiration by email. If your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been received.     We Value Your Business You're feedback is always valued as we are always looking for ways to improve as an airline. I truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future.   Regards,Customer Relations SpecialistFrontier Airlines

Dear Mr. [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 any unprofessional behavior from our agents. Our records indicate your bag was over weight and our agent advised...

you to remove items to get your bag to 50 lbs. You advised the supervisor that your ski bag included clothing were gifts. Bags checked at the airport are $40 bag fees, on line $30. Our records indicate you were charged $40 for your outbound flight and our agent only charged you $30 on your return. Over weight bag fees are in addition to your checked bag fee, you were charged $75. Your total charge was $105.00 instead of $115.00. We're disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers. However, in fairness to all customers, it is important for us to be consistent when it comes to following the baggage guidelines. https://www.flyfrontier.com/travel-information/baggage/ We hope to have the privilege of serving your future travel needs under more pleasant circumstances. Regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/06) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry you were unable to make your scheduled flight May 15, Atlanta to New York....

We recommend passengers arrive 2 hours prior to the scheduled departure time. While we do offer online check in as a courtesy if you are unable to check in online you would need to do so at the ticket counter. All passengers must have their boarding pass in hand and any checked bags dropped by the 45 minute cut-off. Kiosks will not print a boarding pass once it is past the cut-off and will give the message as you noted to see an agent. Agents will then accommodate you to the next available Frontier flight and charge the fee.
I understand your concern with not having another flight and needing to get to the graduation however reimbursement of the additional travel related expenses would not be provided. In reviewing the flight history the flight left with only 113 seats occupied of the 138 available, this was not an oversold flight.
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]
Customer Relations Specialist
Frontier Airlines

Response Email   10/27/2017 12:29 AM   Dear [redacted],   Thank you for contacting Frontier Airlines. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I'm sorry to hear how things turned out...

when you arrived at our check in counter. The policy information you received would be incorrect. We have a strict 45 minute cut-off at the ticket counter and a 15 minute cut-off at the gate. If either of these cutoffs are missed, you will be considered a no-show. You may check-in at any time between 24 hours and 45 minutes before your flight.    Check-In Respectfully, we have your arrival time at our counter at 3:36 PM, 34 minutes before your flight's departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight. 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. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned. Come Back SoonWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.   Kind Regards,    [redacted]

12/06/2016 07:36 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Credit Issued I'm sorry that your Frontier experience wasn't as expected. There seemed to be some misinformation given to you...

on our end, I do apologize for that. After discussing your concern further with my supervisor, we have decided to waive your cancellation fee and credit your flight ($276.20) in the form of a voucher (#[redacted]). The voucher expires 3/6/17 but you do not need to travel by then, simply book by then.   Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flight. I hope you find this resolution to be a amicable one.   Kind regards,   [redacted] Customer RelationsFrontier 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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: frontier refuses to rectify this customer service failure.  Where is the accountability for this company?
Sincerely,
[redacted]

09/27/2016 10:59 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Canceling a Ticket Fares are non-refundable unless "The Works"bundle is purchased or it is within 24 hours of booking the...

reservation. If you want to cancel after the first 24 hours you will be charged $99 per person as a cancellation fee.  For more information, please visit our website under the "cancel a ticket" or the "refunds" tab.   Come Back Soon I recognize that this is probably not the answer you were hoping for, but we have to stick to our policy for the fairness of all our customers.   Kindly,   [redacted] Customer Relations Frontier Airlines

05/06/2016 02:39 PM Dear Ms. [redacted], We do apologize for the experience you encountered when you recently traveled with us.  A customer relations manager will be contacting you regarding your extended time on the aircraft and customer service interactions. Today, I would like to address...

your car seat, baggage and blanket concerns.  1.  Car Seat - We are happy to reimburse you for the car seat that you needed to purchase for your granddaughter ... please send us the receipt and we will take care of that for you. 2.  Baby Blanket - we do apologize we have not yet been able to find the blanket, we do continue to look for the blanket.  Again, please submit receipts for the replacement blanket and we will process for reimbursement. 3.  Suitcase - if you could kindly submit receipts for the repair of the suitcase, we will be happy to pay for your repair. Please know that we are continuing to search for both the blanket and car seat and will notify you immediately if we are able to locate them.  In the meantime, we look forward to receiving you receipts.  In addition, you should be contacted shortly by our customer relations department regarding your extended time on the plane and the customer service issues you experienced. Ms. [redacted], thank you for your time today.  Please contact me with any questions or concerns. Respectfully, [redacted]

Complaint: [redacted]
I am rejecting this response because: I responded to their first response, and all they wrote back was a copy of their first response.  They need to read and address my concerns in my responses before copying and pasting any more meaningless responses.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/20) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. According to our records on [redacted] Reservations Specialist ** responded to your email...

complaint. Below is her response.
After review, we are unable to process your refund request. We cant see any flight booked for November. The flight you arrange with us on [redacted] was for [redacted] from [redacted] to [redacted] The ticket purchased is an economy ticket and that is non-refundable. The ticket value has been forfeited. As per Frontier's policy, failure to show for any economy ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure.
We look forward to the opportunity to serve you again aboard Frontier Airlines.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In first place, I did not bought the ticket for the [redacted] I already had a ticket from [redacted] to [redacted] for the [redacted] of [redacted] and a ticket back to the [redacted] of [redacted] were I live. Why on earth would I purchase a ticket for the [redacted] of [redacted] (attach you can find my [redacted] flight from [redacted] to [redacted] And of course you don't have any records of my booking, if that was the case I'll have the ticket for the date that I intended in the first place.
2) I find out about the wrong ticket being issue just one day before departure. Even do you were the ones who made the mistake, I try to call you at the number provide in your web page, and it was useless, because, the three times I called I was on hold for a long time (last of them, over 45 minutes on the phone) and apparently all your representatives were busy because I was not able to make the proper complain.
3) And finally, after the frustration of dealing with a wrong booking and not been able to communicate on the phone provide it, I tried to change the ticket paying the [redacted] fee (witch I thought it was beyond unfair), but the web site wasn't working because I could not be able to change.
So, as you can see, is not about the money, is about the lousy customer service you are providing to your customers, so I stand my original claim, or you change my flight for the [redacted] of [redacted] or you refund my money.
Final Consumer Response /* (4200, 16, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Frontier Customer Relations and Revdex.com:
Although the email address provide it is correct, I never received the email with the confirmation ticket and the corresponding schedule.
"Our Reservations department typically has a very short hold time if any at all".....this cannot be more inaccurate, I actually called several times once I realize the flight was for August and I was put on hold for more than an hour each time I called without any success getting through a representative.
It seems were getting no were with this. So the next step is to pursue this matter legally.
Sincerely,
[redacted]
Final Business Response /* (4000, 18, 2015/11/05) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Again, our Reservations department is available 24 hours a day both by phone and email. We regret any difficulties you experienced. 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.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Dear [redacted], It was great speaking with you today. As promised, I checked our warehouse and unfortunately that bag I was hoping was yours - is not. I'm very sorry. I called both the Denver and Atlanta baggage service offices to check and see if there is any additional information and unfortunately...

there is not. I want you to know that I will continue to search for this bag and will contact you if I am able to locate it. I do apologize that my news is not better. While speaking with [redacted] in the Denver baggage service office, she did say that she had your receipts and was issuing a check for you. So at least you'll be happy to know that the check is on its way for your interim expenses. I am also attaching to this email the claim forms that will be necessary for you to fill out and return to us. Please be detailed in your listing of your items. If you need to make more copies of the bag contents page, please feel free to do so. Please print, complete and return the claim forms within 10 days of receipt of this email to Central Baggage via US Mail (suggest traceable mail i.e., certified, priority, [redacted] or something similar) or scan via email at: [redacted] We appreciate your patience as we trace for your luggage and will contact you with any possible matches we find. Again [redacted], very sorry that bag was not yours but I will not stop looking. Have a great week. Sincerely, [redacted] Central Baggage Services Frontier Airlines [redacted]