Frontier Airlines, Inc.

09/22/2016 12:09 PM Hello [redacted],   This is to acknowledge that we have received your original email to Frontier, as well as your correspondence as submitted to the Revdex.com, along with your most recent correspondence to the Department of Transportation.   I understand the schedule change was an inconvenience and I'm sorry that our multiple notifications sent to the email address on file [redacted] did not reach you. Our Reservation notes indicate they also attempted to call, but the number was restricted and blocked the opportunity to leave a message.   As you were previously informed, we are unable to provide a refund for any portion of your fare, or provide reimbursement for other expenses. However, we did authorize that the change fee be reversed and you were issued a travel credit in the amount of $198, which is valid until December 15, 2016.   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. This response represents the final resolution for this concern.   Should you decide to use your ticket credit on a future flight, visit www.flyfrontier.com to book. When you arrive at the payment screen, select "Have a Frontier Credit?" and enter trip confirmation code ([redacted]). The email address existing on this reservation is [redacted]   I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.   [redacted] Frontier Airlines Leadership

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11897708, and find that this resolution is satisfactory to me.They were able to locate my bag and returned it.[redacted] was excellent to work with. She was very courteous and professional. Frontier Airlines did all that I expected to address my issue.
Sincerely,
[redacted]

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, 6, 2015/10/11) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate on October 5, 2015 40,000 miles were added to EarlyReturn...

account XXXXXXXXXXX. As of today the account holds 41,115 miles.
We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/02) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for any...

inconvenience you experienced due to flight cancellations on August 14. 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 that it is never our intention to disappoint our passengers.
During times when we are experiencing cancellations due to maintenance related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations. We do compensate passengers during maintenance related delays, as you and [redacted] were compensated $200, which is our maximum compensation.
Our records indicates a check was request from accounting in the amount of $615.80 for your airfare expense. This amount reflects the cost of your [redacted] tickets in the capped amount of $800.00 less. Your Frontier refund processed today in the amount of $184.20.

Your reimbursement check will be sent under separate cover; please allow 3-6 weeks for processing and 7 business days for your Frontier refund back to your original form of payment.
We have high expectations of our employees and are disappointed with the behavior you described of our Detroit agents, your comments will be forwarded onto our Detroit station manager.

We hope you understand that safety for our passengers and crew is always our number one priority and we look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your statement, "Frontier Airlines assists passengers with making changes to their reservation... We do compensate passengers during maintenance related delays, as you were compensated $200, which is our maximum compensation." THIS IS NOT TRUE! You did not assist us or the line of people behind me. You had snarly employees that did NOT help. MOREOVER, there were no flights available for your lousy $200 "voucher" [redacted] & [redacted] were both $480 per passenger. Most can't just pull that out of their wallet and board another plane. Whether it was a maintenance issue or otherwise, you need to examine your company policies and work on your "customer service" training, because they might as well have just shut the window and not addressed anyone! The poor elderly woman next to me had been stranded for three days, with little money and at your mercy...SHAME ON YOU! These are the people that your "customer service" supervisors should be empowered to help. To make matters worse,she had no luggage either. I stood with her in line for 1 hours as all agents were back at the gate. We finally found a supervisor from the airline next door and she went to the back to find the so-called "supervisor" sitting on her [redacted] in the break room while there is a line of people needing luggage. WHY WAS THERE A LINE FOR LUGGAGE AT THE GATE YOU ASK? Because they have nobody downstairs manning the lost luggage room...in fact all signs are down and the information desk attendant said they haven't had anyone there for months! REALLY! ARE YOU KIDDING ME! So your customers have to go back up and beg others airline supervisors to help find your agents? WHAT A JOKE! If you cannot service at a minimum, then close the airline or at best clean house and find someone that knows how to run the gates, luggage, and for GOD's SAKE hire people that can at least fake compassion for others. The woman I have included in this picture should be investigated and FIRED! She is no supervisor! Too bad she wasn't on camera for undercover boss!
Final Consumer Response /* (4200, 12, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/18/15, we have NOT received any refund of $800 as you mentioned. When will that be received? Address is:
[redacted]
[redacted] XXXXX
Final Business Response /* (4000, 15, 2015/10/02) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com Rebuttal.
You will not receive a check for $800.00 for both tickets.
You purchased a ticket for you and [redacted] in the amount of $92.10 per person, a total of $184.20. Frontier advised in the letter we would reimburse up to $400.00 per ticket minus the refund of your Frontier ticket. $400.00 (Max value) - $92.10 (Frontier ticket refunded) =$307.90 (reimbursed via check) X two tickets $615.80.
A check was request from accounting in the amount of $615.80 for your airfare expense. This amount reflects the cost of your [redacted] tickets in the capped amount of $800.00 less. Your Frontier refund processed today in the amount of $184.20.

Your reimbursement check will be sent under separate cover; please allow 3-6 weeks for processing and 7 business days for your Frontier refund back to your original form of payment.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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]

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

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

I am rejecting this response because: I was informed by the manager at the boarding location that because the flight was delayed more than 6 hrs I was due refund for at least the connecting flight that I never got on. Also the 25.00 for the luggage is nothing compared to the money I lost for my room the friday night and also a non refundable concert ticket that I purchased. This company cost me and alot of other people lots of money. And 25.00 won't cut it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I need to see the refund.
Sincerely,
[redacted]

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

02/03/2017 12:03 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm sorry to hear that you were unable to redeem your voucher online. I am unaware of what may have caused this, but I have...

logged your description for review by our technical team, so that we may prevent this from occurring in the future.   Additionally, I was able to apply your voucher #[redacted] to your reservation, and have refunded the balance of $25.00 to your card ending in [redacted]. Please know that it may take 5-7 business days for the funds to be returned to your account, depending on your bank's practices.   I apologize again for the inconvenience, but I hopes this refund serves to resolve your concerns. If there is anything else I can address, please do not hesitate to ask!   Kind Regards, [redacted]Customer Relations Specialist Frontier Airlines

05/05/2016 09:24 AM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Although we are not required to notify you of changes, as stated on our website:...

https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ Frontier Airlines reserves the right to change or terminate the EarlyReturns® Program, in its entirety or any part thereof, without notice to Members. Changes may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinations. Such changes to the Program may also include modifications which: Govern mileage credits earned on and after the date of change Change the value of already accumulated mileage credits Govern mileage credits earned on and after the date of change in the value or already accumulated mileage credit However, we do make every attempt to notify members of the expiration policy. All members with up-to-date contact information were emailed on February 4, 2015 of our new six month expiration policy. Additionally, post cards were sent to members explaining our expiration policy. As a onetime customer service gesture we have reinstated 10,000 miles to your account. They will expire if you have no positive activity in the next 6 months. We look forward to serving you onboard a future Frontier Airlines flight in the near future. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

06/09/2016 04:43 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I'm sorry to hear that our gate agent was flippant and treated you poorly when you asked a simple question...

about the next flight. I'm glad that our kind agent was able to answer you and ease your concerns about your friend's whereabouts.   We Hear You Your comments remind us of the constant efforts necessary to best serve our customers and the work required to make our front-line staff a customer-oriented team. Be assured that your feedback is imperative in these efforts and I have forwarded your feedback to the leadership team responsible.   Thank you for flying with Frontier. We hope you give us another chance as being a frequent Frontier flier this is not how we want any of our employee's to act towards any of our customers or travelers.   Sincerely,  
[redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 6, 2015/11/25) */
Hello [redacted],
I certainly do apologize for the miscommunication you received from us due to your baggage delay. It normally does not take this long to settle an Interim Claim and we are happy that you have finally received your Interim...

settlement check. I'm sure that [redacted] Manager will speak to her regarding this issue.
In the meantime, I would like to provide you with a $100.00 Electronic Travel Certificate (ETC) #XXXXXXXXXXXXXXXXX as a customer service gesture. This ETC is good for $100.00 off your next Frontier Airlines flight. You will have to book a Frontier Airlines flight using the ETC within 90 days. You do not have to fly in 90 days just book a flight in 90 days. The ETC will expire on February 22, 2015. If you have further questions regarding the ETC please feel free to call us at XXX XXX-XXXX.
Thank you so much for your patience and for bringing this issue to our attention. It is never our intention to inconvenience our passengers and we hope you give us another chance to earn your business in the very near future.
Thank you,

[redacted]
Frontier Airlines
Airport Customer Service
Central Baggage Service Specialist
Initial Consumer Rebuttal /* (2000, 8, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that Frontier has finally done what they promised in June to do. It only took 5 months, a Revdex.com complaint, multiple letters and phone calls, and about 40 hours of time. While Frontier has given me a measly 100 credit for a flight, I can't say I'm pressed to use it or fly their airline ever again. I'm still disgusted with what the company has become and how ridiculous this process was.

03/17/2016 03:06 PM [redacted]We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. After reviewing your reservation your tickets on May 22nd were marked as a no show. I'm sorry for the error but the agent never issued...

you a credit for the unused flight when you were unable to travel. As a customer service gesture I have provided each of you a $100 voucher which provides a discount on your next Frontier Airlines flight.To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number:[redacted] [redacted] [redacted] This voucher must be redeemed by {6/30/16}, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. Only one voucher may be applied per website transaction so you will need to book each person’s ticket separately.Kindly,[redacted]Frontier AirlinesCustomer Relations

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]

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