Frontier Airlines, Inc.

07/19/2016 01:07 PMDear [redacted]
We have received your correspondence as submitted to the Department of Transportation, as well as the Revdex.com, and appreciate the opportunity to respond. I apologize that your wife [redacted] and your son [redacted] were unable to take flight [redacted] from...

Chicago to Philadelphia on July 14, 2016 because you received notification stating that their flight was delayed. Delayed flights can sometimes take off earlier than anticipated if ATC lifts the gate hold. As a result, passengers are advised to arrive at the airport and check in based on their original scheduled departure time to avoid missing their flight and/or arriving at the ticket counter to find the agent has already left to work the gate in preparation of boarding the flight. Furthermore, I apologize that you felt like our agents were unhelpful. The level of service you received is no more acceptable to us than it is to you and your comments have been shared with our Chicago Station Services department. As a gesture of apology, we will refund your ticket in the amount of $174.00. Please allow 4-8 weeks for a check to be processed and mailed to you. Additionally, we will reimburse the expenses you incurred for the three days of missed activities. Please provide copies of your receipts for your expenses from July 14-July 17, 2016. Your comments help us to identify areas needing to be addressed and we are grateful to you for your feedback. Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs. Sincerely, [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
Please accept my apology for any inconvenience you experienced when your flight from...

[redacted] to [redacted] In reviewing your reservation I can see that you received a response regarding your issue from Customer [redacted] agent [redacted] yesterday [redacted] A refund of the outbound flight was provided as well as a [redacted] electronic certificate for each of you for future [redacted] travel.
Oversold compensation would not apply as the flight was not oversold. With the weight restriction passengers would be accommodated to the next available [redacted] flight or if you choose to make other arrangements a refund for the flight provided. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.
Your continued support is important to us. We hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
[redacted] Specialist
[redacted] Airlines

Hi [redacted] We have received your emails and correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am very sorry to hear about the experience you had at the [redacted] airport regarding our strict 45 minute check-in policy, and for any...

misinformation you may have been provided regarding available video footage. Respectfully, we will not be providing any video footage from that day.  Boarding PassI understand that being unable to print your boarding pass is frustrating. My research shows they closed the ticket counter right at the 45 minute cut off to help board passengers at the gate. At the time of cut-off our kiosk computer system automatically shuts down. Anytime after the cut off our agents are simply unable to print off boarding passes. The website is also unable to show the boarding passes, which is why you received an error message. AirportI know that you checked in very early online. Unfortunately our kiosk was closed at the time of your attempt to print your paper pass. We advise passengers to be at the airport at least 2 hours before departure. This takes into account possible ticket counter or security lines and any other unforeseen issues that arise. Frontier always strives to maintain a timely departure and that is why we cannot stray from our strict check-in policy.  We can do Better! Your description of the agent being rude and unhelpful 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. I see that you were re-booked on the flight the following day and the $99 change fee was waived. Please know this is not a standard practice and was a gesture of customer service for your frustration. Thanks again for flying Frontier and we hope you'll give us another chance to prove we are capable of better service. Kindly, [redacted]
[redacted]
[redacted]

Email   08/19/2017 06:45 PMHello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We appreciate your feedback and need to gather additional information in order to assist you further. Please reply...

with the six-digit reservation code, city pairs, and aproximate travel dates. We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information. Regards,[redacted]
[redacted]
[redacted]

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.

Initial Business Response /* (1000, 6, 2015/06/30) */
Dear Ms. **,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address you concerns.
Please let me begin by expressing my sincere condolences on the loss of your...

mother.
I am sorry for the difficulty you've experienced trying to fax the requested documentation to our reservations department. If you can please attach the documentation to this email I will request the refund.
Thank you for your feedback, be assured your comments regarding the hold time and faxes not received have been made available to our reservations management team.
I look forward to your response.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received. My thanks to Revdex.com, and to [redacted] who handled my case at Frontier Airline. Much appreciation.

01/06/2017 04:35 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Bag Thank you for your reply back. I have relayed your massage on to our baggage department. The description of...

your bag will help speed up the process of finding your bag. Our baggage department or I will be in direct contact with you once your bag is located. I am again sorry for the inconvenience this has caused you.   We Here You I have refunded you $40 for your bag fee. This refund will be made to your card ending in [redacted]. Please allow 7-10 business days for processing.   We want to win you back! Please know that we do value you as a customer. In an effort to make things right, you were issued a Frontier voucher ([redacted]) in the amount of $100 to use towards future Frontier travel. Your voucher expires on April-6-2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   Thank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.   Regards,   [redacted] Frontier Airlines

09/16/2016 02:18 PM Hello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Per my previous response, we are unable to issue a refund of the full price paid for The Works because multiple amenities were included in this purchase price.Because your specific issue is that you ultimately did not sit in the seat that you had selected, I have issued a refund of $6 to the credit card on file for your reservation. This is the face value of the seat that you selected on the flight in question.I hope you agree that this is a fair resolution. We look forward to better meeting expectations on your next Frontier flight!Sincerely,[redacted]Customer RelationsFrontier 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

08/03/2016 04:21 PM Dear Ms. [redacted],   Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns.   Frontier would like to offer our sincere apology with the difficulty in receiving assistance with reporting...

and locating your delayed bag. We have filed a formal complaint on your behalf with the customer service management team.   Please accept our sincere apology for the delay of your checked baggage when you traveled with us on July 30th, 2016, from Dulles-Washington DC to Seattle, WA.   In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. Our records indicate that your delayed bags were delivered to you on the 1st of August, and we would certainly like to apologize for the 3 day bag delay.   As a customer service gesture, we have requested a refund of the bag fee paid which was $35.00 for each bag.   As a customer service gesture, we have provided a $75.00 travel voucher for a discount on a future Frontier flight for Miriah and yourself, which provides a discount on your next Frontier Airlines flight. To redeem the electronic vouchers, visit www.FlyFrontier.com and book your flight. On the “Purchase” page, select “Voucher”, then enter the following voucher number:  
[redacted]
 
[redacted]This voucher must be redeemed by 05August2017, but travel may be booked out as far as Frontier's schedule allows. [redacted]Terms and Conditions for Electronic Travel Certificates:-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. -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.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 cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-####.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,   [redacted] Central Baggage Supervisor Frontier Airlines   ###-###-####

12/23/2016 05:41 AM Dear [redacted],   Reimbursement I have requested a $590.10 check reimbursement for [redacted]'s other airline ticket. There is a 4-6 week processing time and will be mailed to the address in your file.   Come Back SoonI apologize again and highly encourage you to give us...

the chance on your next flight.Regards,[redacted]Frontier Airlines

Basically I wanted go on record that I am not satisfied with Frontier airlines response:- 1) Don't see whay they cannot disclose the details as to why my son [redacted] was removed from his flight. 2) What exactly are the safety issues or compliance issue that my son did not follow and result in denied transportation. 3) They did not address the impossible use limitations to their 'gesture of Goodwill'. Their delayed responses have eaten into their 'use by'dead line significantly ! At this point I have called my Congressman [redacted]'s office and am in the process of compiling the paperwork to forward it his office as requested. Their office is going to contact Frontier Airlines directly.

Initial Business Response /* (1000, 6, 2015/08/13) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our Frontier Airlines [redacted] program is handled by [redacted]...

[redacted] For your security, we do not have any access to your credit card information other than the number of miles sent to us from [redacted] For questions or concerns as to why miles have not been provided please call their Customer Relations department at X-XXX-XXX-XXXX to address your concerns. Once all criteria for any promotion has been met [redacted] provides us with the miles/points.
We look forward to the opportunity to serve you soon aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the number listed above and was told by three agents they do not have a customer relations department. The last representative [redacted] ID number [redacted] said she was a supervisor and that their is no resolution for my complaint and then read the terms and conditions. I informed her the last manager were to have all calls pulled and never got back with me. [redacted] responded the account is noted to read the terms and conditions.
[redacted]I would like to have this issue resolved. Nothing was attempted but an I AM SORRY....
Final Business Response /* (4000, 10, 2015/08/30) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com Rebuttal.
I do apologize for unresolved miles added to your EarlyReturns account.
Please know the credit card promotions are all handled by [redacted]
Here is a link from our web site about the credit cards: https://content.flyfrontier.com/ways-to-save/mastercard
Please contact [redacted] for your miles at X-XXX-XXX-XXXX.
We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/21) */
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 our Early Returns supervisor left a message for you yesterday....

She has advised in her email she did upgrade you to Elite status.
Thank you for your patience. We look forward to seeing you on a Frontier flight soon.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did contact me and changed my status to Elite, however they only upgraded the status for a 6 month time period as opposed to the typical 1 year stated in the program. I am happy that they followed through once the Revdex.com was contacted, however I believe in the future it's best to be able to handle these kinds of customer services issues within their customer service department and not having to file a complaint to get the matter resolved.
Final Business Response /* (4000, 10, 2015/11/13) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
Thank you for your comments, we are working on handling these kinds of customer services issues with our customer service department so they do not have to file a complaint to get the matter resolved.
Our Early Returns manager reviewed your account and advised you were upgraded to Elite on 10/20/2015 and she shows that you'll be Elite until 10/20/2016. She's not sure why you think we only gave you Elite for six months.
I hope this helps answer your questions.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI understand you're flying with us because you have somewhere to be. I apologize for the frustration our change fee policy may have caused. It is...

never our intent to be insensitive to the issues faced by our passengers. We Hear YouPlease 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, and better serve our passengers.We Care About YouIt's important for us to keep good relationships with customers like you. I have reinstated the previous price of your flight, waived the change fees, and have processed a refund in the amount of $288.88 to the [redacted] ending in [redacted]. Come 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! Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with us recently. In spite...

of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for every inconvenience this delay created for you.
Our records indicate our [redacted] station has provided reimbursement for your interim expenses. We also show that on [redacted] a refund was processed for 2 [redacted] checked baggage fees. We do not refund tickets that are flown on, even in the event of a delayed bag. Regrettably we cannot honor your request for your tickets to be refunded.
If we can be of further assistance, please don't hesitate to contact us via email at [redacted] or by calling XXX-XXX-XXXX [redacted] Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

06/07/2016 08:05 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com.Per your response on 6/2/16 you stated:    Check received.Thank you, [redacted]   If this is incorrect please contact me back.   Kindly,   [redacted]

08/03/2016 03:43 PM Dear [redacted]We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I apologize for the customer service that you received and that your stroller was damaged. As per our conversation today. I have received...

the receipt for the damaged stroller and have requested payment for the stroller. You should receive the check by the 15th of August.I have also voided the $35.00 electronic travel certificates previously issued and have reissued as discussed for the amount of $50.00 for yourself, [redacted] and [redacted]  Below are instructions and the information you need for the use of the travel vouchers.To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the “Purchase” page, select “Voucher”, then enter the following voucher number: [redacted]This voucher must be redeemed by 05August 2017, but travel may be booked out as far as Frontier's schedule allows. [redacted]Terms and Conditions for Electronic Travel Certificates:-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. -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.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 cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-####.Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage delay. We hope to serve you again on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely,[redacted]Central Baggage Supervisor Frontier Airlines###-###-####

08/22/2016 01:41 PM Dear [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We do offer passengers the option of checking in 24 hours prior to departure however you still must be checked in with your bag checked in and boarding pass in hand by the 45 minute cutoff.Oversold flights are handled at the gate. If arriving on time you would still be allowed to check your bag and be given a boarding pass without seat assignment to go to the gate. At the gate agents will request volunteers. If no volunteers come forward then agents assist with getting you on another flight and any compensation. The history of your reservation shows you were checked out at 5:28am for the 5:30am flight with seat assignments 5D and 5E. At this time the flight was closed.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines