Frontier Airlines, Inc.

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, 2015/06/08) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations.

We appreciate the time you took to notify Frontier Airlines about your situation. We value offering customer service and are pleased for the opportunity to assist...

you.

I apologize for your disappointment when you were unable to utilize your previously held credit.

After reviewing your ticket, I have determined that the value with taxes was $338.00. Due to you booking an Economy ticket, you would have been charged a $75.00 change fee per ticket upon re booking. This leaves a value of $236.00 that would have been applied to a new reservation. However, due to the ticket expiring after 365 days (5/6/15) there is no value.

Regrettably, I am unable to apply this amount to a current reservation. When a passengers purchases an economy ticket, and they are unable to take their flight, the ticket will be held for credit for 1 year from the date that it was issued. My records indicate you did not attempt to book a reservation until your credit had already expired. Therefore, there was no credit value available to apply to a new reservation.

I do apologize for any misunderstanding. However, your credit has been available for use since your reservation was cancelled on 6/16/14.
Thank you for taking the time to write. Your feedback has been logged.
Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

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 you purchased an economy ticket which is non refundable. As you...

mentioned in your email your email: " When purchasing the tickets I absolutely noted the $99 cancellation charge, it was clearly stated and I can concede it is a reasonable charge."
Below is the full paragraph you quoted the sentence: "You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card." I'm sorry your confused of the verbiage. We have two types of tickets, while referring to Classic Plus tickets and with THE WORKS, it end with " You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card" THEN it states: Economy tickets will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99. "future ticket"
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within 7 days (168 hours), all tickets may be cancelled for a full refund up to 24 hours after the time of purchase. You can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.If it has been more than 24 hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.
If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased including all tickets sold as Classic Plus tickets and with THE WORKS, you may visit Flyfrontier.com and either apply the value of your purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of your purchase for use within one year of the transaction date. You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card. Economy tickets will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.
Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

Response Email   02/23/2018 05:21 PM   Hello [redacted],   Thank you for contacting Frontier Airlines.   I have read your complaint and I am sorry that you have had this unpleasant experience with Frontier Airlines.   According to our notes this is what we show...

transpired:   You took your flight on 09/01/2016 and your bag was delayed.  You were given up to a $300.00 interim authorization for clothing, toiletries and shoes for a funeral @ 7:05am.  At 7:18am you spoke with a Ft. Collins agent named Jack, on the phone, and he sent an email to get receipts and list of items, just in case things are stolen.   On 09/04/2017 you called in about the Interim Claim reimbursement and submitted the interim receipts.  On 09/07/2017 CBS sent you out claim forms to complete.  On 09/14/2017 you called in to request additional time to complete the claim forms and said you would turn them in by 09/22/2017.  On 09/20/2017 your interim reimbursement was authorized and a check went out to you in the amount of $296.94.   On 10/06/2017 we still had not received the claim forms but you called to let us know you were still missing your bag.  We advised we are still tracing for the bag and waiting for your completed claim forms to be received by our office.  At that time we showed your $45.00 bag fee had been refunded and your interim had been processed but we were still waiting for the claim forms.   On 10/18/2017 we left a message advising you that we would close the claim in 10 days since we had not received the claim forms.  So on 10/25/2017 we closed the claim as a non responsive passenger.  On 11/10/2017 we finally received your claim forms and we also sent you an email acknowledgement that we received them the same day.    On 11/11/2017, 90 days after receiving your claim forms we paid the $1908.15.   Now you are requesting an additional settlement.  You have provided receipts which we will be verifying before an additional payment can be made.   We will process your additional settlement in the order we have received the additional receipts.    Thank you so much for your patience, Frontier AirlinesCentral Baggage Servicewww.flyfrontier.com

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

Initial Business Response /* (1000, 5, 2015/05/05) */
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 to hear about the security lines closing for a period of time, making you...

late to the gate and our doors were closed.
Once the doors are closed they are no reopened, passengers do not understand what goes on behind the scene once the doors are closed. There is a weight and balance of the aircraft that goes on, there is required paper work that must be completed and sent to FAA and so much more. Once the Captain has all the information he needs, he inputs it into the computer. If everything checks out ok, the plane must take-off.
Although I am extremely disappointed that the closure of the security check point impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses such as your ticket on another carrier.
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 the guidelines.
Kind regards,
[redacted]
Customer Relations Specialist
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

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

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.

Complaint: [redacted]
I am rejecting this response because:I looked at my account and I have already paid an annual fee of $69 on 6/30/16. I have also already spent $500 dollars and this was met by 8/8/16. I have clearly already met both prerequisites yet I never received my 40,000 miles. Could you please credit the miles to my account?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I do not believe that this is the best way for the company to compensate for their failure to provide me with the service I paid for, as I had said in a previous email, if you order a pair of sneakers and the company ships you the sneakers without soles or laces would you still pay for the sneakers? No why, because it is not what you ordered and it is not complete and without it being complete it is useless to you. as this flight was useless to me, it is not that my brother "chose" not to wait for the supposed bus it is that the decision to bus these stranded passengers was not made until hours upon hours after I had already picked him up from Philadelphia, also the frontier staff member that was extremely rude and careless at the laguardia airport advised me that Frontier would ABSOLUTELY be FULLY refunding my airfare and that is the ONLY reason I even left to pick up my brother immediately otherwise I would have made a huge deal and have had him on another flight immediately at frontiers expense! now all I ask is that Frontier makes up for their failure to provide the service I paid for and refunds me my 101.00$ onto my [redacted] immediately as was promised by their staff at laguardia. I do not believe one bit that I should be responsible for their complete FAILURE to provide the service I paid them for I did not pay them for half a flight or three quarters I paid for a one way non stop direct flight from Miami to New york and I DID NOT receive that at all!!! On top of all of the stress aggravation and inconvenience that this caused myself, my brother and my family. You would think that a good company wants to make their customers happy and would not want to steal from their customers and I was stolen from by FRONTIER because I did not receive what I paid them for! I want my 101.00 refunded and I want this nightmare with this airline over !! They have been absolutely terrible and we fly a lot and we will never use them again especially after how difficult it has been to get a refund on something they failed to provide to us due to engine failure on their part!! how scary is that as well that they had to quickly land and not take off again because of engine failure. That is an entire other situation that needs to be addressed, I would appreciate my refund and that is all, failure to provide service constitutes a refund.
Sincerely,
[redacted]

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.

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

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

07/09/2016 03:03 PM   Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I have taken a look at your reservation and I see that you were given a Frontier credit in the amount of your entire...

reservation, baggage fees included, less the $99 cancellation fee. Your credit is in the amount of $295.00 and must be used by October 1st, 2016 or the credit will be forfeited.   The refund policy is available on our website on the travel policiessection under travel information tab. Under the cancel a ticket section, it states that for customers that would like to cancel their reservation, their ticket will retain its value for 90 days, and the value of the ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.   To redeem your Frontier credit, go to our websiteand select the flights and dates that you would like to travel on. On the payments screen there is a long rectangular box that says "Have a Frontier credit?" After clicking that box, it will ask you to enter your confirmation number ([redacted]) and your email address to add the credit to your reservation. Your credit may be used to pay for multiple reservations if it exceeds the amount of your new booking.   Thank you for choosing Frontier as your travel partner, we hope to see you on a future Frontier flight soon.   Sincerely,   [redacted] Customer Relations Frontier 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

Response Email   03/08/2018 08:50 PM   Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I sincerely apologize that you are not satisfied with our resolution in this matter. I understand your frustration with the situation as a whole, and I'm sorry that this has been your experience.   As a customer service gesture, I have issued you a new voucher with a later expiration date. I understand your hesitance to fly with us again, but I'm hoping that this will give you some more time to reserve travel with our airline. Your new voucher number is (XXXXXXXXXXXXX) and it expires on September 8, 2018. As with your previous voucher, you do not need to fly before that date, but your reservation does need to be made before the voucher expires. I have listed further voucher redemption information below for your reference.   I apologize again for your dissatisfaction with our previous resolution, but I hope that this will be a more suitable resolution. We hope to see you again soon!   Kindly,    Customer Relations Specialist Frontier 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

03/06/2017 02:57 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We apologize for the delay of your checked bag when you travelled on January 7, 2017.   Per our conversation a check was issued...

last week, you should be receiving a check shortly.   If you have further questions, please give me a call at [redacted] Monday - Friday between the hours of 7:00 am - 3:30 pm.   Sincerely,   [redacted]
[redacted]