Frontier Airlines, Inc.

10/18/2016 01:08 PM Dear [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We are disappointed that you are not satisfied with our position in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to remain consistent. We will be unable offer the cash refund you are requesting; however we are happy to include the $75 voucher for future travel on Frontier Airlines.Attached are the instructions and information needed for the redemption of the $75.00 electronic travel certificate provided. The certificate is name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. This certificate does not have any residual value if full value is not used. Please redeem your electronic travel certificate by going to www.FLYFRONTIER.com or by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificate. The certificate expires at 12:01 am (CST) of the expiration date; the reservation must be made by 11:59 pm (CST) the day before the expiration date.[redacted]Frontier Airlines apologizes for your damaged baggage and the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely,[redacted]Customer Relations Central Baggage ServicesFrontier AirlinesPhone: ###-###-####[redacted]www.FLYFRONTIER.COM

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]
*

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

Initial Business Response /* (1000, 8, 2015/10/25) */
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 misplaced your wallet and were unable to make your flight. When a gate...

agent is advised by the Captain to close the door she must follow instruction.
Our policy to cut off is on our web site: http://content.flyfrontier.com/manage-travel/online-check-in
CHECK-IN CUTOFF
WE DON'T WANT YOU TO MISS YOUR FLIGHT!
You must have your printed boarding pass in hand and have any baggage checked in by the following cutoff times:
45 minutes before your departure for domestic flights
60 minutes before departure for international flights
These times are very important if you want to make your flight. If you haven't already checked in online, you must be in line to check in at least 2 hours prior to departure to ensure you are checked-in with a boarding pass in hand no later than 45 minutes prior to your flight's departure.
Please be at the gate and ready to board no later than 30 minutes before departure. 10 minutes before departure you may lose your spots on the plane.
Pssst...Exclusive Frontier Tip: Haven't you ever noticed how whenever you're in a major rush, you get every red light? On the day of your travel, remember to give yourself plenty of time to get to the airport. If you don't have your baggage checked and boarding pass in hand by the above times, you may miss your flight!
We are unable to honor your request. We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 10, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"45 minutes before your departure for domestic flights" I printed my ticket 2 hours ahead and passed security. I also paid $40 for my carry on baggage.
"Please be at the gate and ready to board no later than 30 minutes before departure. 10 minutes before departure you may lose your spots on the plane." Your plane left 10 minutes earlier! While watching me running back to the gate! Did you ever read my complain at all? I cannot believe this is your official reply.
Final Business Response /* (4000, 12, 2015/11/13) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
I have requested a $40.00 refund for your bag and provided a $50.00 voucher.
Name: [redacted]
Expires: 2/11/2016
Certificate number: XXXXXXXXXXXXXXXXX
Regards,
[redacted]
Customer Relations Specialist
Frontier Airline
Electronic Vouchers:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issued. The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

Complaint: [redacted]
I am rejecting this response because:You keep stating the same thing that the works is only offered if there is a popup that appears and do not answer my other questions...I understand that NOW after being RIPPED OFF!  HOW is someone that is thinking about getting miles for the frontier airlines credit card going to know BEFORE they APPLY or TRY TO USE MILES that the works package will not be available? You, claim to be the ski/snowboard airline, how but without "works" per your lame website:your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.So if the SNOW SUCKS when your flight is booked you have to pay another $99 extra to change the date (within 90- days / guessing you loose all value after 90 days-can't find that on the website). Fine, you don't want to give me any refund, show me that people can find this out before signing up for your credit card! 
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.Additionally, I would like to thank Frontier Airlines for doing the right thing and honoring their promise.
Sincerely,
[redacted]

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Frontier Airlines has sales and our fare can change at any given time based on many factors. You were given the lowest fare with Discount...

Den at your time of booking. Due to fares changing all the time we do not provide refunds. Our records indicate as a customer service gesture your party of four were all provided $25 travel vouchers. We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our. However, in fairness to all customers, it is important for us to be consistent when it comes to policy. We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances. Regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:  Frontier states that their policy is to either refund the original price of the ticket, or offer another frontier flight.  I was stuck in an airport in Utah (home is in San Diego), and the other flight option given was "sometime next week".  I was given no other choice but to buy a last minute ticket on another airline.  If this is truly their policy, it is completely unethical.  Second, I was not reimbursed for the change fee I incurred - the flight was not honored and therefore anything connected to the flight should be reimbursed.  Additional, I finally received my bags after contacting Frontier daily for TWELVE days.  No one has responded to reimbursement related to these additional charges incurred.
Sincerely,
[redacted]

01/05/2017 10:37 AM (CBS) [redacted] Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I am sorry you have not received information about your lost baggage from your connecting...

flight. I also apologize for the long phone wait times and that we have not responded in a timely manner. I understand your frustration and I apologize. We've cancelled and delayed hundreds of flights over the  weekend of December 16, 2016 and everyone at Frontier is working around the clock to make things right. Due to the large number of bags displaced, it may take a bit longer than usual to locate and deliver your bag.  I apologize for the inconvenience to you've experienced. I appreciate your patience and understanding as we work to locate and deliver your baggage.   Baggage Information   As discussed in our conversation this morning, I searched our warehouse for your bag.  Unfortunately, we were unable to locate it today.  Please know that we are continuing to search for your bag; however, we have decided to escalate the claim to the corporate level which means that we will need you to fill out the attached claim forms.  Please return these claim forms within 10 days.  Feel free to contact us at [redacted] if you have any questions.   Voucher Information My records indicate that you received a $50 voucher to use as a discount on a future flight with Frontier. Your voucher will expire March 25th 2017, though you are able to book as far as Frontier's schedule will allow. Your voucher number is 27013563255700001.   I understand this does not make up for the time and convenience lost, though I hope you choose to redeem your voucher and fly with us again soon. Thank you for choosing Frontier!   Best wishes,   [redacted] Customer Relations Baggage Specialist Frontier Airlines

03/24/2017 03:06 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety Is Our Priority We understand that you're flying because you have to be somewhere on a certain day, at a certain time. That's a...

reasonable expectation! My research confirms that Flight [redacted] on March 20th was cancelled due to an unforeseen maintenance issue. This is a situation that none of us enjoys but that all airlines face periodically.   Please know that cancelling flights is a VERY tough decision that we don’t take lightly.  We earnestly attempt to complete every flight and get our customers to their final destination as timely as possible, which is why we waited to cancel until it was absolutely necessary to do so. Be assured that you were notified of the cancellation at the earliest possible opportunity, which unfortunately, was only upon arrival at the airport. On behalf of all of us here at Frontier, please accept my apologies for any inconveniences you experienced as a result of the disruption in your travel plans.   Customer Care It's never out intention to be insensitive to our customers when their travel plans are disrupted. Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available flight or a complete refund of the untravelled portion of their trip. My research shows that we were ultimately able to get you to your final destination of [redacted] on the next available flight the following day.   Each passenger on Flight [redacted] was also issued a $200 electronic travel voucher as an apology for the disruption. I'm sorry to hear you never received the information, but am happy to provide the details for you. Here are your voucher numbers: [redacted]  -  [redacted]   [redacted]  -  [redacted] The vouchers must be redeemed by June 17, 2017, but you do not have to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows (see instructions below).   Come Back Soon I recognize this does not change the time lost and inconveniences 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!   Sincerely, [redacted] Customer Relations Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records indicate that this has been resolved. You were advised to purchase a new bag and our Central Baggage department will...

reimburse you. A check will be written on Monday or Tuesday at the latest. Thank you for your patience. Regards, [redacted] Customer Relations Frontier AirlinesTell us why here...

09/29/2016 12:11 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about your family's flight experience. That certainly sounds like a series of mishaps and I'm really sorry...

your family had to wait to deplane once you arrived in Denver, then wait again for such a long time for your flight to depart to Orlando. I understand this was exhausting for your family, especially as you were traveling with little ones.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. We Care About YouI'm sorry you are are dissatisfied with our compensation [redacted]. Vouchers for future travel are Frontier's only means of providing recompense for flight irregularities. Please understand that we cannot offer you a refund, but we do believe it is important for us to keep good relationships with customers like you. In an effort to make things right, it sounds like your family was issued $200 vouchers to use towards future travel. I regret hearing that you may never fly with us again and I hope for the opportunity to change your mind.Come Back SoonI 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! [redacted]Frontier Airlines

05/27/2016 07:52 AM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the inconvenience you and your husband experienced caused by our flight disruption.  Flight [redacted] was...

cancelled on May 15, 2016 due to controllable reasons.  Your husband must have been on a separate reservation.  You did not include that or his name.  You chose to rent a car and drive home.  I would be happy to consider reimbursement of your car rental, the gas and meals, but we are unable to do so without receipts.  Please provide a car rental receipt showing a $-0- balance, the gas charge and a detailed receipt of your meals (alcoholic beverages and gratuity is not included) for consideration.  You may scan the receipts and attach them to a response of this email or fax them to my attention at ###-###-####.  As reimbursement is made by check, we would require your address.  Respectfully, we do not reimburse lost wages.   I look forward to resolving this with you.   With kind regards,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 5, 2015/09/02) */
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 for any confusion by what's on the web and the sign at the airport...

pertaining to the size of the personal item. The bottom line is dimensions are still the same. Any way you want to position the bag the linear dimension are still 40".
Our records indicate you paid $20 each direction for yourself to check you bag. You also paid $20 for Ashton's return flight for a checked bag and you paid $40 for his outbound carry on. So it appears it was too large for a carry on and this is why it was checked on the return.
We are unable to grant your request, 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 when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent.
We sincerely hope that you will give us the ability to welcome you onboard a future Frontier Airlines flight, under more pleasant circumstances.

Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (4200, 12, 2015/09/18) */
I never responded in time fast enough. The signage and the rules are still not transparent because they do not match.
As well, I have not and should not have to verify the true measurements of the box at the airport.
The case in unsolved until proof is provided otherwise. I understand the need to make money off of bag fees. I need concrete proof that this is the case, not just an acceptance of what I believe Frontier acknowledges as lack of clarity.
Final Business Response /* (4000, 14, 2015/10/02) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We are disappointed that you are not 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 guidelines of carry on bag policy.
As long as the linear dimensions are meet, it doesn't matter as long as the equal 40 linear dimensions. I'm sorry we're unable to honor your request.
We hope that you will choose to fly with us again.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

10/31/2016 04:01 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm sorry to hear you were unaware that your miles would expire after 6 months without account activity. As of March 7, 2015, mileage in a...

member's account won't expire as long as the Member generates accrual activity every six months.  This accrual information is available on our website.   My research shows you purchased miles at Point.com and 64,408 miles were reinstated to your account on October 27, 2016 as a customer service gesture.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

05/11/2016 11:56 AM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I researched your reservation and found you purchased a non refundable ticket and it is marked used as you flew from Dallas to Denver and...

returned Denver to Dallas since you missed the DEN to MKE flight. As a customer service gesture we are refunding $49.00 to the credit card ending in [redacted] for the unused MKE to DFW segment. Please allow one to two billing cycles for that to occur. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Mr. [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 ** 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.
Even if we are experiencing a flight delay we still advise passengers to be checked in on time for their scheduled departure. Every airlines goal is to depart on time or as close to as possible, if a flight delay can be pushed up to depart sooner we will certainly depart sooner. This is the reason we request all passengers to check in for their scheduled flight. Frontier only has one flight a day from RDU to ORD, which is the 5:05 pm flight.
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.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

7/06/2016 06:29 PM Dear [redacted]We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I do see that you made a big reservation with many people and understand it can be stressful when someone cannot make the trip. A doctor's note...

stating that the passenger was unable to travel can be requested in order to refund you for that ticket. I can offer you credit in the form of a voucher for a full year from now under the passengers name. After booking you have 24 hours to cancel any of the people in the booking reservation to receive a full refund. I hope your trip to Orlando went well and everyone had a fun trip. Kindly,[redacted]Customer RelationsFrontier Airlines

05/26/2016 01:51 PM Dear [redacted],    We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for giving us an opportunity to explain our baggage policies.  Frontier requires damage complaints be...

reported within 4 hours of arrival. This allows time to complete a physical inspection of the bag to determine if we will assume liability. Unfortunately your initial report came a day after the required reporting timeframe.   Per Frontier Contract of Carriagewe do not assume liability for damaged baggage handles, zippers or wheels.  Regrettably, I would not be able to honor your $100 reimbursement request or your baggage replacement request.    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.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: I spoke with [redacted] with Central Baggage Services in Denver And he said that there was a mix up with my claim and that he was fixing the issue. He also stated that I filed the claim within the 24 hour requirement and there should not be a problem with getting the claim processed and taken care of.  He gave me the claim number which is [redacted]I am confused as to why Frontier is still stating that the Claim was not done within the 24 hours I hope Frontier will sincerely take care of this claim like they stated and not continue to give methe run around. [redacted] number is [redacted]thank you 
Sincerely,
[redacted]