Frontier Airlines, Inc.

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

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]

07/16/2016 04:33 PM Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Canceling a Ticket When canceling a ticket, there are only a few ways you can get a full refund. You can get a full refund...

if "The Works" bundle is purchased or if you tried to cancel within 24 hour of when the reservation was made. With respect, we can not honor your request for a refund because the bundle was not purchased and you are not canceling within 24 hour of creating the reservation. If you decide to cancel your flight anyway, you will be charged a change fee of $99. Since the $99  change fee is more than your flight you would not receive money back.. If you do not fly with us on August 5th, you would be forfeiting the value of your ticket. For more information, please visit our website under the "Cancel a Ticket" tab.   I apologize for the inconvenience, but it is important for us to stick to our policy. We value you as a customer and hope to serve you aboard a future Frontier Airlines flight.   Kindly,   [redacted] Customer Relations Frontier 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received and deposited the check and my son tested the voucher code to ensure it will reduce the amount of his intended flight. I consider this matter resolved.
Sincerely,
[redacted]

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]

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

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

Response Email   09/07/2017 06:10 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for any misunderstanding in Frontier's pricing policy regarding checked bags and appreciate the...

opportunity to explain.   Explanation of FeesFor more information regarding checked baggage, please visit: https://www.flyfrontier.com/travel-information/baggage/#info   Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with us. When booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page. I'm sorry you did not have the opportunity to review expected fees before making your purchase with Travelong.Third Party BookingWe have fully disclosed our pricing structure to all third party agencies. While they are required to share this information during the booking process, sometimes it's not as clear as it is on our website. Visit Frontier for the most up-to-date and accurate policies.   We Care About YouIt's important for us to keep good relationships with customers like you. Although I cannot provide a refund for the checked bag, as a customer service gesture, I have issued you and your travel partner a $25 voucher, which can be applied to a future Frontier flight. I hope to prove we can do better! Your voucher expires on December 4, 2017, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.   [redacted]
[redacted]Come Back SoonWe 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 SpecialistFrontier 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

02/02/2017 02:46 PMDear [redacted],Thank you for contacting Frontier Airlines.      We are sorry about your checked baggage fees.  Your Frontier Airlines ticket was used to purchased a ticket on another airlines by Frontier.  The bag fees were included in that purchase so there is nothing left to refund.  We apologize for any miscommunication.There are circumstances when Frontier Airlines does not assume liability for baggage issues. Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability. We have attached a copy of our Section 17. Claim Limits and Procedures for your reference.We're committed to providing our guests with a quality travel experience, and are disappointed you did not receive the level of service necessary to fulfill that commitment. Along with our sincere apologies, we have issued the following Electronic Travel Certificate, which provides a discount on your next Frontier Airlines flight.This certificate may be redeemed during online booking on the payment information page at FLYFRONTIER.com. Please review the terms and conditions and keep in mind the passenger name on the new reservation must match exactly as displayed in the attachment above:Note:  This document is informational only and holds no value.   Terms and ConditionsThe Certificate is:•   Stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier or Frontier Express flight.  Only one certificate may be redeemed per ticket. -   The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.  Any remaining value after redemption is null and void. •   Changes may be made to your reservation after the initial ticketing; however, a change fee and fare difference may apply, depending on the type of ticket purchased.   Valid for 1 year 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. When redeeming online, the name on the new reservation must match the name on the Electronic Travel Certificate exactly.  Applied equally among all passengers in the same reservation when booked online.The Certificate cannot be: •   Applied toward baggage fees, change fees, or other charges. •   Combined with any other voucher, promotion, or discount.  •   Used with group travel •   Redeemed for cash For any questions regarding your certificate or to redeem, please visit www.FLYFRONTIER.COM or contact Frontier Airlines Reservations at [redacted].  We are open 24 hours / 7 days a week for your convenience.  We will contact you if your property is located.  Frontier appreciates your business and hopes to see you on a future flight under more pleasant circumstances.Sincerely,[redacted] Frontier AirlinesCentral Baggage Service Specialist[redacted]Website: www.flyfrontier.com

12/24/2016 10:33 AM 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 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.Our ApologiesI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I'm sorry to hear about the two cancellation that you had to deal with due to weather. I would also like to apologize about the long waits on the phone and being disconnected when you asked to speak to a supervisor. We Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About YouWe have refunded your flight with Frontier, you will be seeing the transaction of the refund in two different transactions. One transaction will be made in the amount of $136.20 the second transaction will be made in the amount of $310.20.   I understand you are asking for a partial reimbursement for your new flight. If you can please include your receipt for your flight with another airline, we can take the reimbursement for consideration.   It's important for us to keep good relationships with customers like you. In an effort to prove we can do better, you were issued a $200.00 voucher to use as a discount on a future Frontier flight.   [redacted] Voucher #[redacted] Expires: March 21, 2017 [redacted] Voucher #[redacted] Expires: March 21, 2017Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one! Kindly,[redacted] Customer ServiceFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Every time, I called I got a different answer to why this sale didn't happen  . I did not put this on hold as I gave my credit card number. I did get a response that read :cpnfirmed: They told me, I cancelled it. I did not! They told me as, I was making the reservation the price was going up

Initial Business Response /* (1000, 9, 2015/07/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I am sorry for the inconvenience that the delay caused you when traveling with us...

on [redacted] from [redacted] As you can imagine, flight irregularities can be very challenging. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.
In reviewing your reservation I can see that the voucher amount was increased as well as the expiration date extended. Our [redacted] Accounting has verified the refund in full to the [redacted] ending in [redacted] this was processed on [redacted] 7 in the amount of [redacted] which is the 2 tickets at [redacted] and 2 [redacted] bag fees and 2 [redacted] seat fees. An additional [redacted] was refunded same day to the [redacted] card ending in [redacted]
Respectfully we do not reimburse for additional related expenses. If you need any information regarding the cancellation for your travel insurance please feel free to forward what is needed and we will be happy to provide the needed information.
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
[redacted] Airlines

Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Refund Request As addressed in my previous email, we are unable to refund flown travel. I am sorry that you feel that not getting a full refund for both flights is unacceptable. Other Options My research also indicates that you were provided with the option to be rebooked to the next available Frontier flight. Respectfully, that is the most we could have done in this situation, as the cancellation was uncontrollable. We are unable to reimburse passengers in situations like this. Our Apologies I'm sorry to hear that your customer service experience wasn't as expected. Your description of the representative abandoning his counter and forcing you to wait in line again to be helped is concerning and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. Customer Service is Key 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. Come Back Soon I apologize again and highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one! Regards, Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: The Business has refused to pay me back in full for the plane tickets purchased, and all additional monies paid out for hotel rooms, taxi cabs , and  buying new clothes for my children due to luggage lost for 2 weeks. I planned well in advance for this trip buying my Matron of Honor dress, my daughters flower girl dress and flowers. Plus my Sons best man attire. Frontier states they can not pay me back in full or for pain in suffering for missing my parents wedding renewal that my children and I where suppose to be apart of , but they can send me vouchers I wouldn't be caught dead using. I will never fly with Frontier again.

Complaint: [redacted]
I am rejecting this response because:When I booked the flight, the bag and carry-on fees are NOT listed. The only thing that shows is airline, stops and price. When you purchase a ticket you click 'BUY', double check the flight times and dates and don't look at airline's site until you're checking in. by then it is too late to cancel (I can't get fees back from Frontier and I've already USED them. Good luck getting a refund PRIOR.) As I've said, this is about the WAY the site is set up and Frontier does business. They have intentionally created a system that preys on the way we've become accustomed to doing business online. It is intentional, deceptive and they are counting on people just rolling over and taking it in the wallet. I have no intention of doing so. I will not let this be resolved without a full refund. I did see on my credit card statement that they did indeed refund $30, which was ONE fee for ONE way. But for $30 I'll just leave this review in place.
Sincerely,
[redacted]

10/03/2016 05:50 PM Dear [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please note that our Baggage Department will be addressing your baggage concern and will contact you when they have an update.  ...

Checking In I'm sorry to hear that you experienced a wait to check in for your outbound flight on September 24th. We open the ticket counter two hours prior to the scheduled time of departure for a flight. Our policy to open check-in 2 hours before the flight is with a focus on efficiency and making sure every passenger gets to their correct flight on time. I'm happy to see that you checked in at the counter shortly after it opened.   RefundWhile reviewing your reservation I noticed that travel was completed between Minneapolis and San Antonio on September 24th, and San Antonio and Minneapolis on September 27th.I apologize for the disruption to your travel plans caused by the delay and baggage issue.  Regrettably, we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket. Customer Service Is Key The behavior that you described of our agents in Denver is disappointing for me to hear. We strive to provide a high level of customer service to our passengers and I'm sorry that was not the case in Denver. Be assured that your comments have been made available for the manager in Denver to review with our agents.   Once again, we sincerely apologize for the experience and you will be contacted by our Baggage Department when they have more information about your luggage. Thank you for choosing Frontier as your travel partner.   Sincerely, [redacted] Customer RelationsFrontier Airlines

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

01/11/2017 03:46 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for your disappointment in Frontier's pricing policy.Optional Travel ServicesI can imagine your frustration when you were...

advised that here at Frontier, we charge for optional travel services such as carrying on a bag and I understand. At Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point B. Selling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience.Explanation of FeesCARRY-ON BAGS - You are always welcome to board with one free personal item, to go under the seat in front. Think backpack, laptop, purse. This item cannot exceed 8"x18"x14". It is Frontier's policy to charge a fee for larger bags going into the overhead bin.Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with us. When booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page. I'm sorry you did not have the opportunity to review expected fees before making your purchase at Vegas com.Third Party BookingWe have fully disclosed our pricing structure to all third party agencies and while they are required to share this information during the booking process, often times its not as clear as it is on our website. Visit Frontier for the most up-to-date and accurate policies.We Hear YouWe are constantly reviewing our fares, along with our competitors, and have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, even with added fees. Nevertheless, I understand where you're coming from and I'll share your concerns with our Marketing team.   I apologize for the inconsistencies of our stations if you weren't charged for your baggage in [redacted], they should have charged you the appropriate fees. I'm unable to refund the $40 checked baggage fees each passenger was charged in [redacted] as the agent charged you correctly.Come Back SoonKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experience. I know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often.Next time, you might consider one of our bundled packages, The Works and The Perks. Each option bundles extra services such as bags and seats, in one low price.Thank you for contacting us about your experience. We are growing incredibly fast and it's feedback like this that help us identify areas to review further. Kindly,[redacted]Frontier Airlines