Frontier Airlines, Inc.

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

8/25/2016 10:33 AM Dear Ms. [redacted],   Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns.   Please accept our sincere apology for the delay of yours and your daughters bags upon arrival in Seatlle on July 30, 2016.  Our records indicate that your bags have been reunited with you.   If you have any interim expenses please scan and email the receipts as a reply to this email and I will process a reimbursement for you.   We are unable to refund any ticket value as we did provide transportation for you and your daughter from Seattle, WA to Washington, DC and return.   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

Response Email   02/20/2018 10:59 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I understand your frustration when you were advised that here at Frontier, we...

charge an additional fee for canceling your flight more than 24 hours after making your reservation. Please accept my apology for the inconvenience you experienced. It's never our intent to disappoint our passengers.   Refund My research indicates that after speaking with another agent in our office, you were refunded $396, the amount of the fees which are being disputed in this instance. I see this amount being refunded to the card ending in XXXX on February 18th.   In addition to this, as a customer service gesture, I have refunded the remaining cost of your flight, in the amount of $413.60. This payment will also be refunded to the card ending in XXXX. Please allow 5-7 days for processing for this to reflect on your account.   Come Back Soon I apologize again for the inconvenience you have experienced when attempting to cancel this flight. Nonetheless, we hope to see you and your family again soon.   Kind Regards,  Customer Relations Specialist Frontier Airlines

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]

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

03/03/2016 02:41 PM [redacted], An exception has been made and the $147 will be issued back to you. I have processed a refund today which will go back to the credit card ending [redacted]. This could take up to 7 days to see as a credit. I sincerely apologize for all the misinformation. We hope to have...

the opportunity to serve your future travel needs. Sincerely, [redacted]

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]

02/06/2017 10:24 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I apologize for your frustration with the unexpected onboard charge. Be assured we were doing our necessary research in order to...

resolve your concerns.   Although we believe you may not have been charged for your original purchases (a year ago), we already submitted a refund request for all 3 new charges, this morning. I'm sorry you felt we were not assisting you,   I will let you know as soon as the refund is approved by the vendor.   [redacted] Frontier Airlines

10/20/2016 12:44 PM   Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Regrets On March 21, 2015 we issued credit to use for a future flight, due to the disruption in your travel plans that you...

booked through [redacted].  One credit was issued in the amount of $139.00 for the flight and an additional credit for $9 for ancillary fees.  At the time, you were informed that the credits were good for one year from the date of issue, as noted in your reservation.  I apologize if there was any confusion concerning the validity of this credit.    What I Can Do As a one time gesture, we are able to issue one voucher for $148.00  ([redacted]) to use towards future travel. The voucher must be redeemed by January 19, 2017, but you do not have to travel within this time frame, travel just needs to be booked by then. No further extensions will be allowed.We thank you for the opportunity to assist you in this matter.[redacted]Frontier AirlinesCustomer Relations

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]

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 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

05/17/2017 10:27 AM Hello [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We have reviewed your comments and the receipts submitted and will reimburse you an additional $76.65.  We will not be reimbursing you for the toys purchased for your child and do not reimburse for alcoholic beverages or tips.  The expenses reimbursed are itemized as follows:   Pet boarding 1 additional day                  $20.00 [redacted]                                19.70 [redacted] (no alcohol/no tip)                45.77 [redacted]                                                  16.63 [redacted]                                                  20.32 Hotel                                                          145.77   Total                                                        $ 268.19 Already reimbursed                                    191.54   Additional reimbursement                      $ 76.65    Again, our apologies for any inconvenience this may have caused in your travel plans and we appreciate the opportunity to address your concerns.  You should expect to receive the additional reimbursement check of $76.65 at the [redacted] address within 4-6 weeks.   Best wishes,   [redacted]
[redacted]

09/29/2016 02:03 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   As we discussed on the phone your flight 794 on September 23, 2017 was uncontrollably delayed by weather. We do not provide...

compensation in a case like that and we still do not refund tickets that have been flown on.   Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Safety is our PriorityI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Delays can be frustrating,...

but safety is our top concern and periodically our flights have to be delayed due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers. What I Can DoI apologize for the delays you encountered on your outbound flight. Normally our tickets are non-refundable, but as a customer service gesture I can waive the fees and provide a credit for the return flight valid for 90 days for future Frontier travel. I apologize, but we are not able to provide a full refund to you. 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

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]

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

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