Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because:Start of dispute date: 1/12/15The fact of the matter is Frontier Airlines has put a hold on funds on my credit card without services being rendered. Still today my account stillhas a pending transaction status of $147.50 from Frontier Web.  [redacted] claims it is the responsibility of Frontier Airlines to reverse the transaction. If you need an explanation of what a pending transaction means [redacted]; please ask as I will copy and paste to you.
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: They are issueing me a check for the $400 amount, but as an owner of a business myself I would have refunded the full amount of the ticket it cost to get me home. Not only was I stranded in ATL and had no choice but to purchase the ticket, because of their cancelled flight. Due to their lack of responsible business practice for their consumers I will have to cover the additional $283.10 it cost me to get home. I will never fly their airline in the future. When you book a ticket to and from you expect to get to your final destination no matter what it takes. This company did not provide a full refund for the money I spent to get home. If they think a $200 voucher to fly on their airline again would replace this cost they are sorely mistaken, as I will never risk flying their airline and not reaching my destination on time. I currently have 4 other friends that were on the same flight that are still battling with Frontier to get any sort of a refund. They are not a company that is looking after the best interest of their customer. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
In reviewing your reservation SCS3RX I can see that the refund of the unflown...

segment and seat fees has been refunded to the card ending in 7864. I apologize for the misinformation and if you could please attach the JetBlue receipts and the authorization letter you were given we will review for reimbursement as soon as possible. Please also include the mailing address

Thank you for your patience, I look forward to your response.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 16, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the help and understand that they will issue a credit but that was on 8/26 she said it would be 7 to 10 days then a check in 3 to 6 weeks. so Please don't close this because I still have not gotten any refund
Final Business Response /* (4000, 18, 2015/10/02) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Our records indicate a refund in the amount of $679.00 was refunded on July 15,2015 to credit card ending in [redacted] On August 26 a check request was sent in the amount of $2,149.70, advising it will take 3 to 6 weeks (being September 16 to October 7).
Thank you for your patience.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

08/04/2016 03:08 PM Hello [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 My records indicate that you arrived at the reservation counter at...

the airport 30 minutes before your flight.   Frontier has a strict 45 minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. If a flight is missed, passengers are offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable. I can see that our agent at the counter waived the $99 change fee, as well as the fare different on the next available flight.While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner.  Be assured we have forwarded your input for Management review.   We thank you for your patience.   Kindly,   [redacted] Customer Service 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

08/05/2016 10:13 AM Hello [redacted]   I would like to thank you for contacting us in regards to your recent experience with Frontier Airlines.  I am a customer care specialist that has been assigned to review your case.   Flight Delays First, I would like to personally apologize...

for all of the stress and inconvenience you experienced during your recent trip from San [redacted] to Las Vegas.  It is never our intension to delay our passengers and I can understand your frustration because I know how much people look forward to vacations and when time is cut out of that vacation due to flight delays it can be very frustrating.   Previous Delays After reviewing your file, I was able to see that the reason for the extended delay was previous flight segments being delayed by weather.  That being said, weather delays are not your fault nor is the delay the only thing that went wrong during your flight experience so I believe we do need to take action in order to make this situation better.   We Can Do Better First, I refunded all of your baggage fees to each individuals card that they used in the original purchase for a total of a $205 refund.  In addition to that I have issued each of you $200 travel vouchers for use on future Frontier flights.  The vouchers expire November 2, 2016 and I have attached instructions on how to redeem these vouchers to the bottom of this email.    Hope To See You AGain Once again I would like to apologize for all the inconvenience you experienced during your recent flight experience.  I hope you will come back and give us another chance to serve you on future Frontier flights.  I hope you were still able to have a great time in Vegas.   Kindly,   [redacted] Customer Care Specialist Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Additionally, I would like to thank Frontier Airlines for doing the right thing and honoring their promise.
Sincerely,
[redacted]

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am very sorry that you missed your flight on December 16, 2017 from New York to Atlanta because you accidentally made Atlanta the...

destination and not the departing city. Because of the no show status, the money was lost, and we are unable to refund you for this. However, we are able to issue the full amount as a credit shell. I will follow up with you once this credit shell has been issued. I apologize again for your past experience, and I hope you choose to give Frontier another chance. I'm sure your next experience with us will be a good one! Kindly, Customer Relations SpecialistFrontier Airlines

Initial Business Response /[redacted]/
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are sorry for the cancellation of your June 15, flight from New Orleans to...

Denver. This is not a typical occurrence and we are committed to providing our customers the best travel experience, even in the most difficult circumstances. In reviewing the flight information it appears the inbound flight was diverted to St. Louis due to weather. The flight then had to cancel and an extra flight was serviced for the next day. I understand your concern and need to return home sooner however as is the case with all uncontrollable delays or cancellations, we do not provide compensation or reimburse additional travel related expenses. I have requested the miles taken for the flight be returned to your account since you made other arrangements to return.
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

Initial Business Response /* (1000, 5, 2015/05/12) */
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 disappointment that was caused when you were mis-informed that...

Frontier honored TSA Pre Check. This is not currently a program that we participate in but we are looking into it as an option for the future.
Keep checking back with us. I am sure it will be released on our Facebook and Twitter pages along with our website if the change takes place.
We appreciate your patience and hope to welcome you on board in the future.
Sincerely,
[redacted]
Frontier Airlines
Customer Relations

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, 2015/06/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are disappointed to hear about the behavior you describe of our Customer Service...

agents. We have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal follow up and review.
I am sorry for the inconvenience that our delay caused you when traveling with us. 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.
According to our records, Frontier flight #251 on May 29, 2015 was delayed and ultimately cancelled due to a mechanical situation. In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.
When customers experience a cancelled flight, our policy is to protect them on the next available Frontier Airlines flight. Occasionally, the next available flight may not be for several days due to availability or flight frequency. Sometimes our options are limited and do not always satisfy each person's needs.
In researching, I found your ticket refund was processed on June 1, 2015 in the amount of $282.70. The refund was issued back to the credit card ending in 8708. I regret any difficulties you experienced in attempting to receive your full refund.
I apologize you were unable to travel as planned and understand how frustrating and disappointing this must have been. As a gesture of apology, you were issued a $200.00 travel voucher on May 29, 2015 which can be used toward the purchase of future Frontier Airlines travel. Vouchers can be redeemed on our website or by calling our Reservations Center at XXX-XXXX-FLY (XXX-XXX-XXXX). To redeem your voucher online, visit www.FLYFRONTIER.com and book your flight. On the "Purchase" page, check mark "Voucher", then click "Lookup".
Name: [redacted]
Voucher number: XXXXXXXXXXXXXXXXX
Full Terms and Conditions are listed below.
Your continued support is very important to us. We certainly hope to have the opportunity to restore your confidence in our service.
Sincerely,
[redacted]
Customer Relations Lead
Frontier Airlines
ETC Terms and Conditions
The Certificate is:
Stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier flight.
Valid for 3 months from the date of issue and may not be extended (travel can be as far out as Frontier schedule allows - voucher must be redeemed by expiration date) 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.
Only one certificate may be redeemed per ticket. Once redeemed the certificate has no residual value. When redeeming online, the name on your ETC must exactly match the name on your new reservation. 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.
Other conditions may apply.

Dear Mr. [redacted],We have received your rebuttal as submitted to the Revdex.com.I reviewed our operation reports and Frontier Airlines did not send out any emails for flight [redacted] being delayed on December 7.As a customer service gesture you were refunded your non refundable ticket and bag fees on December 8.We do not compensate or provide refunds or reimbursement for other airline tickets when a passenger doesn't make their flight.Regards,[redacted]Customer RelationsFrontier Airlines

10/17/2016 03:34 PM Dear [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We apologize that you feel we are not being responsive.  I show that you and I have had an ongoing communication from October 5 through October 14.  As I mentioned to you on numerous occasions, we are happy to reimburse you for your bag with the original purchase price receipt.  We do need proof of purchase for items that are over $75 in order to receive reimbursement of the original purchase price.  We are happy to reimburse you immediately with a copy of the original receipt.As previously stated, without proof of purchase of the bag, we can offer you either $75 reimbursement without the receipt or, we can offer you a $150 electronic travel voucher for future travel on Frontier Airlines.Respectfully,[redacted]

Complaint: [redacted]
I am rejecting this response because:it's the same answer I keep receiving. I haven't received an explanation as to why I was never contacted or notified of declined credit card payment. I expect an explanation now that I have had to spend nearly $300 more on a flight with a competitor when I could have spent $62 with frontier and made a lasting relationship with the company. 
Sincerely,
[redacted]

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 concerns regarding fare price differences when traveling from Milwaukee to Fort Myers on January 10, 2018. I...

am sorry for the disappointment of the fare difference.    Fare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced purchase time, and even the price other airlines are charging. I understand it can be frustrating to purchase a ticket and later find that same fare at a lower rate. Respectfully, we are unable to compensate for the difference you noticed. We Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive prices. Different routes have different expenditures and some routes are more expensive than others. Although we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from and I'll share your concerns with our Marketing team. We Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, you were issued a voucher  of $30 (#xxxxxxxxxxxxxxxxxx) to use towards future travel. Your voucher expires on April 17, 2018, 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. 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!  Kindly, Customer Relations SpecialistFrontier Airlines

04/07/2016 11:56 AM (CR) [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 canceled flight caused you when traveling to Cancun on September...

14th, 2015. Please know that the safety of all passengers and staff is our number one priority. However as we previously explained, your travel was with [redacted] and you will need to contact [redacted] directly: please contact them at ###-###-####, ext. [redacted], or ###-###-#### or via email at [redacted]. Therefore your request for tickets valid for 1 year, has been denied. 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

08/23/2016 11:13 AM Hello [redacted],Thank you for your patience as we looked into your situation. After reviewing your account, and call records, we were unable to confirm that you were promised a refund. Unfortunately I will be unable to provide you with a refund. I can however reissue your...

vouchers. I issued one $100 voucher (instead of the two $50 vouchers). Your voucher number is [redacted] and I included instructions on how to redeem the vouchers below. Have a great day.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines  08/20/2016 05:37 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for taking the time to share your experience with us, as well as your patience as I look into your situation. Would you be able to send me your reservation number? I look forward to hearing from you soon. Have a great weekend.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/01) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
In order to access your travel record, I will need additional information. Please...

send your confirmation code.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines