Frontier Airlines, Inc.

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 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]

Initial Business Response /* (1000, 6, 2015/09/11) */
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. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. 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.
We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

11/12/2016 12:23 PM Hello [redacted],   We have received your correspondence from the Revdex.com. Thank you for letting me know about your experience on Frontier. We are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airline. Contract of Carriage...

Although change fees are an industry practice, I'm sorry to hear that you are dissatisfied with our change policy. In fairness to other passengers, I am unable to waive the change fee because of the booking error. I am acting in accordance to section 9 of the contract of carriage that you agreed to before completing your booking.   We look forward to welcoming you all onboard soon!     Kindly,
[redacted]Customer Relations SpecialistFrontier Airlines

07/11/2016 09:55 AM [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Regrettably, we cannot provide compensation for the missed meeting and hotel . We will not be able to reimburse for those expenses as we do not cover travel related expenses. I apologize that this is the case. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Response Email   03/08/2018 06:06 PM   Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Damage I am very sorry to hear about the brown spots that you found on your...

clothing. Frontier does not assume liability for any damage to the contents of bags. While I know this is not the resolution you were looking for, Frontier is not liable to reimburse for this type of damage. I apologize for any inconvenience.   Come Back SoonWe truly hope that the inconvenience you encountered doesn't deter you from booking with us in the future. We hope to see you on a future Frontier flight!Sincerely,Customer Relations SpecialistFrontier 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]

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Ms. [redacted],
Frontier Airlines is in receipt of your letter to the Department of Transportation and Revdex.com, and we appreciate the opportunity to address your concerns.
Please accept our sincere apology for our...

Bismarck, ND and Ft. Myers, FL not addressing the reimbursement of the hockey sticks that were purchased.
As per your telephone conversation with [redacted] Central Baggage Manager, we are reimbursing the total amount of $755.69 requested.
As a customer service gesture, we have provided a $100.00 travel voucher for a discount on a future Frontier flight.
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: XXXXXXXXXXXXXXXXX
[redacted] Redeem by: 04/11/2016
[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 3 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 cash
Other conditions may apply.
For any questions regarding your certificate or to redeem, please visit www.FlyFrontier.com or contact Frontier Airlines Reservations at XXX-XXX-XXXX. We are open 24 hours / 7 days a week for your convenience.

If we can be of further assistance, please don't hesitate to contact us via email at: [redacted]@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time.
At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.
Sincerely,
[redacted]
Manager, Baggage Services
Central Baggage Services
XXXXXXXXXB
Enclosure:
1 Check $755.69

08/12/2016 06:19 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We appreciate you bringing this web issue to our attention. You may occasionally have difficulty accessing or processing...

information on our site due to unforeseen technical issues with either our website or your server.   Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers to be at our ticket counter at least 45 minutes prior to departure. It's 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.   I reviewed your reservation and show that you were unable to check with our Kiosk since it was past the 45 minute cut off time and that our agent moved your July 30th flight from Orlando to Austin to August 1st and waived the change fee.   When you did not cancel your flight for August 1st the flights went into no show status and you lost the value of your tickets.   Respectfully, your tickets are not-refundable and Frontier does not provide compensation when a passenger is not checked in for their flight before the 45 minute cutoff time.   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

08/24/2016 02:45 PM Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you [redacted], I will get this taken care of for you. I should be able to have a check issued by the end of this week, at the latest...

the first of next week. I apologize for this having to reach our office here at General Headquarters, it should have been taken care of by the station.   We have received your information and will be sending you a settlement by September 9, 2016.   If we can be of further assistance, please don't hesitate to contact us via email at: [redacted] or by calling: ###-###-#### Monday-Friday 7:00am-4:00pm  and Saturday, 8:00am-4:30pm Mountain time.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely, [redacted] Central Baggage Supervisor Frontier Airlines

Initial Business Response /* (1000, 6, 2015/08/06) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I understand your concerns regarding both of your sibling's flights having been delayed....

Please know it is never our intent to disrupt your travel however safety is our first priority. I'm sorry they were unable to attend your rehearsal dinner. When we have a controllable delay compensation may be provided based on the length of the delay. Compensation is always in the form of a voucher and they do expire in 90 days from the date of issue. You do not have to travel by this date just make a new reservation. If you would like to forward their reservation code for their July 20, 2015 flight I can verify any compensation provided.
We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this when you contacted our reservations department regarding the flight delay. We have high expectations of our employees and are disappointed agents were not able to assist with providing the information. For training purposes; we have made your comments available to the reservations manager.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Could never change the past. I
Am scared to spend money and my flight or my family is delayed. I pay this out of my pocket.
Final Business Response /* (4000, 14, 2015/09/07) */
Dear [redacted],
We have received your second rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We apologize for your worry and unhappiness.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 16, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes

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

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

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm very sorry for any inconvenience our schedule change between Cleveland and Tampa...

caused you. Although schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly.
Flight schedules can be very tough to manage due to frequent changes in costs and market demand. We have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viability. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts.
Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers. When we have a controllable delay compensation may be provided. This is always in the form of travel voucher and based on the length of the delay. If you decide not to travel due to the delay a refund can be requested for the unflown delayed segment. Segments that are flown are not refundable. I apologize if this was not explained when you contacted us and spoke with agent Mya and your comments have been made available for our reservations management team for training purposes. Respectfully we would not refund the ticket or reimburse for the travel voucher.
We hope you will use the travel voucher, you do not have to travel by the expiration date just make a new reservation using the voucher.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

03/31/2016 06:39 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.On behalf of Frontier, please accept our sincere apologies for the inconvenience your family experienced due to severe weather.During times when...

we are experiencing cancellations due to weather related issues, Frontier Airlines allows passengers to make changes to their reservation without certain penalties. We do not compensate passengers during weather-related delays or cancellations, as weather is something that we are unable to control. Your request for reimbursement of the other airline ticket you purchased and the rental car expense has been denied. When re-accommodation is not acceptable and passengers take alternate travel we are unable to assume liability for additional incidental or travel-related expenses. You have been issued a refund in the amount of 1,048.00 for the unused portion of the Frontier ticket. This refund went back to the credit card ending [redacted]. $928 was processed on March 26th and $120 was processed on March 27, 2016. In addition to the refund I have issued each passenger a $200 electronic voucher as a customer service gesture, which provides a discount on your next Frontier Airlines flight.To redeem your vouchers, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: [redacted]The vouchers must be redeemed by October 4, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. In reference to you comments regarding Frontier profiting from your loss. We did not rebook at a higher rate. Your records indicate we refunded you your original fare.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kindly,LorettaFrontier AirlinesCustomer Relations

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please be assured that Frontier would not put passengers at risk within the cabin. Aircraft cabins are pressurized; this is a process in which conditioned...

air is pumped into the cabin in order to create a safe and comfortable environment for passengers. Additionally, I would like to apologize that only two of the three lavatories were available. It is not our intent to disappoint or inconvenience passengers. As a one time customer service gesture, I have upped your individual vouchers to $50. Your vouchers expire on April 12, 2018 and can be used toward any Frontier flight. You do not have to fly within this time frame, but travel does need to be booked prior to the expiration date. Xxxx Xxxxx: XXXXXXXXXXXXXXXXXXXxxx Xxxxx: XXXXXXXXXXXXXXXXXXXxxx Xxxxx: XXXXXXXXXXXXXXXXXX Further redemption details are available below. I apologize again for your past experience, and I hope you will use the discount on your next flight with us. I highly encourage you to give us the chance to impress you on your next adventure. I'm confident your next flight will be a vast improvement! Regards, Customer Relations SpecialistFrontier Airlines

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.

Initial Business Response /* (1000, 6, 2015/09/25) */
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. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers [redacted] fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass ** hand at the 45 minute cut off. 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.
Not all airlines participate in TSA Pre-check. Our records indicate on your outbound you went to the ticket counter and had your boarding passed printed and you and your family made your outbound flight without any issue. Our records indicate you attempted to use the kiosk at 4:03 pm for a 4:40 pm flight and then you went to the ticket counter at 4:07 pm. For a 4:40 pm departure all passengers must have bags checked and boarding pass in hand no later than 3:55 pm.
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.
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was unfairly charged for an alternate flight. I had arrived at the airport within the recommended 2 hour time frame but I had an e-ticket so I went straight through security initially. I was turned away at the gate and told to go to the ticket counter to print a physical boarding pass, which resulted in me having to go through security...again. There was an additional 45 minute delay, causing me to ultimately miss my flight and resulting in an additional $400 for the next flight the next day.
Final Business Response /* (4000, 10, 2015/10/11) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
In past emails your sent you mentioned "Your website does not say that e tickets will not be accepted. If that was the case, why offer them? Furthermore, I have a hard time believing that this would have happened had I not been African-American as I have seen others use e-tickets in the past."
Frontier's system does not currently support mobile boarding passes. It is not a feature we have ever had in the past. Currently Frontier is working on releasing a mobile app that may make things like a mobile boarding pass possible in the future.
We are unable to grant your request.
Regards,
[redacted]
Customer Relations Specialists
Frontier Airlines

Hi [redacted],We have received your
rebuttal as submitted to the Revdex.com and appreciate the
opportunity to further address your concerns.Thank you for the
update.I show the date the miles were deducted from your account as June
27, 2016. The program detail note to allow 6 to 12 weeks for  publication to
start which should be within the next week. Please let us know if you have not
received as of next week and we will proceed from there. I'm sorry for
the long time period it takes for the subscriptions to arrive. The link has
details on the program.  https://www2.magsformiles.com/10002846/Frontier-Program-Details.html...⇄
you again for your patience.Sincerely,[redacted]Customer Relations
SpecialistFrontier  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]