Frontier Airlines, Inc.

Initial Business Response /* (1000, 7, 2015/05/19) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing...

our passengers with a pleasant and enjoyable flight experience and are disappointed to hear we fell short of this when you attempted to travel with us on May 03, 2015. Your experience with our ticket counter agent should not have been negative in any way.
Upon review of your reservation it was determined that you attempted to check in after the 45 min cut off. Once a flight is closed our agents are unable to reopen the flight for any passenger who arrives after the 45 minute cut-off time. While the customer service agent was unable to accommodate your request for late boarding, they are always required to remain professional. I have filed a complaint on your behalf in regards to the rude agent and will forward it to the appropriate management team.

If a passenger arrives at the airport after a flight has closed, they are offered the next available flight with open seats. A same day confirmed alternate flight fee will be charged based on the type of ticket purchased. In the event that there are no other flights available for that day, the passenger will be placed on the next available flight on the next available date for the same fee.
My records indicate you were charged a $75.00 fee and rebooked on the next available flight. Regrettably, I am not able to refund your ticket, as it was used and we do not refund tickets that have been flown.
Please review our Contract of Carriage and the Terms and Conditions you agreed to upon purchasing your ticket. Thank you for taking the time to write. Your feedback has been logged.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback.

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (4200, 9, 2015/05/19) */
Recevied email response from
To: [redacted]@hotmail.com
response Via [redacted] - 05/18/XXXX XX:XX PM
[redacted],
Totally unacceptable she ignored half of my complaint and did not address the fact hat I was given a voucher for a hotel due to the airlines untrained agents and manager who refused to come and assist 100s of passengers that missed there flight because the checkin process was extremmly slow. I want my can fare back and fourth to th hotels that I was sent to and turned away and the refund for the hotel I HAD TO PAY OUT OF POCKET. Did they read the complaint? I WAS NOT THE ONLY PASSENGER THA NIGHT WHO MISSED THERE FLIGHT IT WAS SEVERAL DIFFERENT FLIGHTS LEAVING VEGAS GOING TO SEVERAL CITIES.... I NEED MY HOTEL AND CAB FARES REFUNDED THAT FRONTIER SENT ME ON A WILD GOOSE CHASE I HAVE THE COPIES OF THE VOUCHERS A NOTE SIGNED FROM THE MANAGER OF THE HOTEL SAYING THEY TURNED US AWAY BECAUSE FRONTIER WAS NOT AUTHORIZED TO SEND PASSENGERS TO THE HOTEL...
Final Consumer Response /* (4200, 14, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)

I was issued an invalid voucher for hotel stay the hotel wrote a note stating it was not valid causing me to have to pay a higher than normal ut of pocket rate for a hotel last minute I also had to take 3 cab rides back to airport and hotel trying to clear this up want my money refunded you are continually avoiding the issue of the invalid hotel and cab vouchers that were issued and unused would you like a copy of the hotel refusal and the voucher. If you issue a voucher it should be valid... It caused more inconvenice stress than good.
Final Business Response /* (4000, 16, 2015/06/15) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com.
I have advised you that the hotel voucher was issued as a Customer service Gesture. Frontier was not responsible for you arriving at the counter past the 45 minute cutoff time. Therefore, it is not Frontier's responsibility to cover your hotel or transportation cost. There should not have been any offer of compensation for this matter. I have determined you missed the cut off on your own accord. This means you would be responsible for all travel related expenses you incurred.
It is not my intention to avoid the issue of an invalid hotel voucher. Hotel vouchers must be utilized at specific hotels that we have special agreements with. I apologize if this was not explained to you, however, you were not entitled to received a voucher for arriving late. We regret that when the agent erroneously provided you with accommodations they didn't better explain how to utilize the voucher.
I do understand that you are dissatisfied with this outcome. However, there will be no further resolution in regards to this matter.
Thank you for taking the time to write. Your feedback has been logged.
Regards,
[redacted]
Frontier Airlines
Customer Relations​

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our apology for the flight disruption you recently experienced. Our...

records indicate on September 3rd, Frontier flight [redacted] Seattle to Denver was delayed 1 hour and 23 minutes due to a previous medical emergency. A medical emergency is considered a uncontrollable delay, and compensation is not provided.
This is Frontier Airlines policy: http://content.flyfrontier.com/customer-service/customer-protections
Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next Frontier flight. Alternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket.
In the event of severe weather such as a blizzard or hurricane, we will enact our Severe Weather Plan and issue travel advisories on FlyFrontier.com. The Severe Weather Plan allows for rebooking of flights without additional fees for a later date when the weather improves.
Our agent was correct in advising Frontier does not have any airline agreement with any other airlines. We will accommodate our passengers on the next available Frontier flight.
I'm pleased to see our agents were able to assist you and your family on a flight from Seattle to Orlando through Cleveland. They booked your family on flight [redacted] out of Seattle, scheduled arrival at 6:35am and connecting to flight [redacted] departing at 11:55 am from Cleveland to Orlando. Luckily flight [redacted] arrived early and they were able to assist you and your family on flight [redacted] departing Cleveland at 6:55 am.
You had purchased economy seats which is why a bag fee was charged. Your tickets were purchased through [redacted] and they advise passengers to check with the airline to any additional fees.
Our records indicate on September 10 our agent [redacted] replied to an email sent by you and she also advised Frontier does not compensate for uncontrollable delays. As a customer service gesture she did provide you and [redacted] $100 travel vouchers. Vouchers are usually valid for three months, as an additional customer service gesture she extended your vouchers for six months.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations

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]

07/19/2016 04:25 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We would like to further assist you with the interim expenses you incurred, but are unable to do so at this time as Central Baggage has never received copies of your receipts. You may have provided the station Atlanta with the receipts.   Please provide copies of the receipts for your interim expenses by scanning and emailing them to; [redacted] and we will review them for further consideration.   You may contact Central Baggage at ###-###-####, Monday through Friday, between 7 am and 4 pm Mountain Time with any further questions.   Thank you,   [redacted] Central Baggage Supervisor Frontier Airlines

10/25/2016 09:59 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I have sent the inquiry to [redacted] to research since what I am showing in our system is different that what you have...

reported to me.  I am told that it usually takes 7-10 days for [redacted] to respond, so I will get back to you as soon as I hear from them.   Thanks again for contacting us and I will be in touch.   Best wishes,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/06) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry your parents are unable to travel due to a business emergency. The fare...

purchased is our Economy fare which is non refundable. If they are unable to travel the ticket is left open for them to rebook for one year from the June 10, 2015 date of issue with any applicable change fee and fare difference. They do not have to travel by the expiration date just make a new reservation. We do offer the Classic Plus fare which is refundable.
We do remain consistent with our policies to be fair to all our passengers.
We look forward to the opportunity to serve your family aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in the original complaints, the passengers do not reside in the United States. Most likely the credit that [redacted] Airline is offering to my parents will go wasted as they have no future trips planned back to America in the next 12months period. The chance is pretty much the same as [redacted] - [redacted] Airlines [redacted] Specialist would go on a trip to South Korea in a year from today. That is why I requested a refund instead of credit in the first place. Setting up your policies is important and I understand you need to be consistent wth them to practice your business plans, etc; HOWEVER, there needs to be some rooms for mediations for certain conditions. Obviously change of plan is something my parents did not expect, and the solutions that [redacted] is offering to my parents are extremely poor decisions and inconsiderate!!!!!! They got already charged [redacted] as a cancellation fee - which is [redacted] of entire flight fare (not reasonable at all)
Final Business Response /* (4000, 8, 2015/08/02) */
Dear Ms. Lee,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Frontier acts in good faith by providing all travel related information including the restrictions of Economy fare purchases and fees associated with making changes. The Classic Plus fare available at the time of your purchase was the fully refundable fare offered. This fare allows passengers [redacted] peace of mind that if their travel plans should change they have the option to cancel and refund. When purchasing you make the decision as to what fare best suits your travel plans. While we regret your parents may not be able to use the credit the choice of ticket purchased was made by you. As mentioned in the previous response we are consistent with our non refundable policy to be fair to those passengers who purchase refundable fares.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

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

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]

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]

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

07/21/2016 11:40 AM Hello [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We're Here To Help! I have turned your credit shell into the form of a voucher for $109.00 (#[redacted]) to use towards future travel. The voucher must be redeemed by July 21, 2017, but you do not have to travel within this time frame. We can not refund you the amount once the flight has taken place. If you would like a full refund for passenger who didn't travel, a doctor's or physician's note stating passenger unable to travel on travel date. However you may also use the voucher for future travel. Let me know if you have any more questions or concerns.   Sincerely,   [redacted] Customer Relations Frontier Airlines

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, 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

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###-###-####

08/03/2016 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   ###-###-####

10/18/2016 12:44 PM Dear [redacted],   Thank you for contacting the Frontier Airlines Central Baggage Service Office.   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Our response as far as reporting within the 24 hour period was based on your lost and found report received on June 21st 2016.   It shows your departure as Charlotte and arrival in Orlando, which we took as an error for Chicago.  Your reservation shows that trip on June 15th.  It appeared your were reporting missing items on your outbound trip after your return, which would be outside the 24 hour reporting period.   We are sorry for the misunderstanding and have entered a Pilferage report for you, [redacted].  A Frontier representative will be contacting you take your report.   Sincerely,     [redacted] Frontier Airlines Central Baggage Specialist

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. There is no documentation from an agent advising of "system upgrade", which is required by all agents, I could always pull the call. As a...

customer service gesture I have requested a refund in full ($160.74) to be refunded back to your credit card ending in [redacted]. 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

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

Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Ms. [redacted],
Thank you for contacting Frontier Airlines Customer Relations. 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 any inconvenience this delay created for you.
Our records indicate that Central Baggage Specialist [redacted] has reached out to you in regards to the matter. According to her notes you have received your delayed bag and a refund has been requested for your $25.00 checked baggage fee. [redacted] also invited you to submit any receipts you have for interim expenses. If you have not already, please forward them to:
Frontier Airlines, Inc.
Attn: CBS
P. O. Box XXXXXX
Denver, Colorado XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines