Frontier Airlines, Inc.

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 the cancellation of your November 17 flight from Seattle to Denver....


Our records indicate flight [redacted] was cancelled due to weather in Denver. Flight interruptions caused by the weather also create delays with Air Traffic Control (ATC) who regulates clearance for air travel. We do not compensate passengers during weather-related delays, as weather is something that we are unable to control.
As you know, severe weather can cause a great deal of challenges for our passengers and employees alike. While we strive to operate all flights as scheduled, we must review the entire system and operation before making any decisions. Please know, the safety of our passengers and crew is our top priority.
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

10/12/2016 05:26 PM Dear [redacted],   Thank you for contacting the Frontier Airlines Central Baggage Service Office.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are sorry to hear of you...

baggage issues when you traveled with Frontier.   Our records indicate the Frontier Indianapolis Baggage Service Office was able to resolve your damage issues.   As a customer service gesture,  and for your inconvenience, we are also providing you with a $50.00 electronic travel certificate.   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].  Issued to [redacted] This voucher must be redeemed by April 12th  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 6 months 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 apologizes for the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances.   Sincerely,     [redacted] Frontier Airlines Central Baggage Specialist

Dear Mr. [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. We are working to get more information from the agent who emailed you. Would you also provide us the date that the bag was delivered to you, by what method and how much you had to pay? We look forward to hearing from you. Kind regards, [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.
I'm very sorry for any inconvenience our schedule change between Washington and...

Denver has caused you and your husband. Although schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly.
Flight schedules can be very tough to manage due to frequent changes in costs and market demand. We have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viability. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts.
The voucher number you sent me has expired, vouchers are valid for three months. As a customer service gesture I will reissue them, please send me the number of the other voucher.
Thank you for your patience, I await your reply.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate them giving us voucher numbers that work (they said they expired after three months, they didn't work two weeks after we got them) they are not ackowledging the true issue. Changing flights without a decent amount of notice much less options. We were at the C.O.P.S. memorial . A memorial for fallen officers which we sent 10 representatives as a cop was killed in their department. It was important to all involved to be there. Yet we were cut short by this great inconvenience and disappointing lack of care for customers. It was like having to lead your brothers funeral early as there were no options due to late notice. My request (2) to talk to upper level management is totally ignored. DO we accept this? No, is it going to change? No. We hear it is what it is with Frontier.
Final Business Response /* (4000, 10, 2015/10/20) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We did acknowledge the true issue in the first email that was sent out. I explained and apologize about our 3 hour and 45 minute schedule change. Our records indicate your reservations were made with a third party agency, [redacted] Our schedule change was done on April 3 and an email was sent to them advising our of schedule change, they don't provide passengers information such as emails or phone numbers so we were unable to contact you at that time. It is up to Lowestfare to contact you and advise of the schedule change.
I'm sorry you feel you were ignored, I don't see any remarks requesting anything about upper management. Please know it is never our intention to inconvenience our passengers.
We look forward to seeing you on a flight soon.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

09/16/2016 09:01 AM Dear Ms. [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 August 7, 2016 from [redacted] to...

[redacted].   Please scan and email your receipts to CentralBaggage@FlyFrontier and our office will pay for the items you went out and purchased.   Thank you for the opportunity to resolve this baggage issue with you.   If you have any questions, please contact me at [redacted] (Monday through Friday, between 7am and 4pm Mountain Time.   Sincerely,   [redacted] Central Baggage

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter to check in for your flight from [redacted] to [redacted] on July 18, 2017....

Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know firsthand that navigating an airport can be challenging. It's for that reason that we require passengers and their baggage to be checked in at least 45 minutes prior to departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable $99 change fee. Your Credit We are unable to issue a refund for this situation. However, as a one time customer service gesture I have issued a $147.96 credit for the flight that you and your family did not take. Please go to www.FlyFrontier.com when you are ready to book travel and apply your credit. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXX and this email address: [redacted]. Use your credit card to pay for any difference in cost, if applicable. We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Regards,Customer Relations SpecialistFrontier Airlines

01/31/2017 09:21 AM(CR) [redacted], Hello [redacted],   Thank you for your response.   Canceled Flights [redacted], our policy for canceled flights is to charge a $99 fee and issue the rest of the fare refund as a credit in our system. By issuing you a voucher for greater than the total...

amount of your fare, I am essentially bypassing the $99 fee and giving you more credit. You may read this policy on our website here under "cancel a ticket:" Travel Policies.   Frontier does not refund a fare for a flight that was flown. I do see you tried to cancel in good faith. I am sorry I didn't pay more attention to that, but I had already issued you more refund than you would have received if you had canceled the flight.   What I Can Do Although I can not issue you a refund or more compensation, I can extend the expiration date of your voucher to a year, or issue your voucher without a name so it can be used by anyone.   We Value Your Business If you would like me to make any of those changes please let me know.Thank you for sharing your concerns.Kindly,[redacted]Frontier Airlines  1/26/2017 12:16 PM   Hello [redacted],   I'm really sorry that you are disappointed with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur.   My Research Our records indicate we flew this flight on to [redacted] with a full plane of passengers. I am sorry you had problems contacting us on the phone, however you may always cancel your flight online before the flight.   Your Compensation Typically we would offer no compensation for a missed flight. After running this past my supervisor, she authorized a voucher in an amount greater than your fare was.   What I Can Do I would be glad to split your voucher up, extend there expiration dates, or both if this would be of greater value to you.   I will not make any changes before hearing back from you. Kindly,[redacted]Frontier AirlinesTell us why here...

Hello [redacted],We have received your rebuttal as submitted to the Revdex.com regarding the $45 fee for your checked bag and appreciate the opportunity to further address your concerns. I'm really sorry to hear that you are disappointed with our offer of travel vouchers.Our ApologiesI regret that we were unable to resolve your concerns satisfactorily. It is never our intention to be insensitive to our customers. We encourage you to visit flyfrontier.com for complete disclosure of ancillary fees. CompensationYour compensation will remain in our system for redemption until it expires on December 4, 2017.  I apologize again for your past experience, and I sincerely hope you will give us another opportunity to impress you on your next flight.Thank you for sharing your concerns.Sincerely, [redacted]
[redacted]

Response Email   03/03/2018 06:03 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am sorry to hear about the length of delay in reimbursing you through a check. I can assure you...

that the check was placed in the mail on March 1st. I do recognize that this experience has been a poor one and am confident we will continue to improve our check process and to remedy issues like the one you experienced.   I understand that you are seeking a refund as a means of compensation for this issue. While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses, we have issued the $150 voucher as additional compensation due to this issue.   You have mentioned assigning the voucher to you son. I would be happy to transfer your voucher for the amount of $150 towards your son so that it will be used on his upcoming trip.   Please provide me the name of your son so that I can transfer it over to him.   I look forward to hearing from you regarding this and thank you for taking the time to reach out to us.   Kindly,    Customer Relations Specialist Frontier Airlines

Hello,   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies Flight irregularities can be very challenging and I understand that [redacted] was flying with us because he had to be somewhere on a certain day...

and time. Please accept my apologies for the inconvenience he experienced with the unexpected disruption on flight [redacted] from [redacted] to [redacted].  It's never our intent to disappoint our passengers. I'm sorry he experienced this.   Safety is Our Priority Canceling flights is a very tough decision that we don’t take lightly. Our goal is to complete all flights and get you to your final destination. We exhaust every option we have before we make the decision to cancel a flight. During the weekend of December 17, 2016, we faced severe weather across the US, especially in [redacted]. Although the weather problem was short, it forced several delays and many cancellations throughout our system. While we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to be. I apologize for the flight cancellation [redacted] experienced.    Things You Should Know In researching your concern, I found that the reservation was initial purchased on December 17, 2016 at the cost of $181.60 for the flight and a carryon bag at the cost of $35 (which is the cost of a carryon bag when booking on our website 24 hours prior to departure). Unfortunately, the credit card was declined. After three unsuccessful attempts to complete the transaction, the reservation was canceled. When this occurs, we send notification to the email provided to inform our passengers to contact us to provide an alternate form of payment.  This reservation did not have a valid email provided.  When the reservation was reinstated via our call center,  was charged $40 for the carryon bag fee, which is the cost when calling in to book your flight. I do apologize.  I feel that our agent should have reinstated the original bag fee since the reservation was reinstated the same day.    Refund Processed My research shows that a refund in the amount of $186.60 was issued on December 20, 2016. This was for the price of the flight and the $40 paid for a carryon bag.   It's never out intention to be insensitive to our customers when their travel plans are disrupted. I understand your frustration with the flight disruption. However, when flights are canceled due to something outside of our control, such as weather issues, we are not required to offer compensation.  Per our Contract Of Carriage, if Frontier must cancel any flight due to unavoidable circumstances, we will not be liable except to provide a refund for the unused portion of the ticket. I must respectfully advise you that we will not be able to honor your request for additional costs, such as wages, gas, or parking.  [redacted] was provide meal vouchers ($15 and $10) for meals due to the delay, up until his flight was canceled.   What We Can Do We value you as a customer. In an effort to make things right, I have issued [redacted] a Frontier voucher in the amount of $200 to use towards future Frontier travel. This voucher expires on March 28, 2017, but he does not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   Come Back Soon Thank you again for providing valuable feedback. I recognize this does not change the time and inconvenience lost, 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 Customer Relations Specialist [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.  •  It’s not redeemable for cash.  •  It must be booked by March 28, 2017.        Note: There are no restrictions on travel date.  •  It’s one-time use, meaning there will be no remaining value after redemption.  •  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.  •  It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.  •  The name on the new reservation must match the old reservation exactly.  •  It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

12/13/2016 01:21 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am very sorry that I did not state that our system time is Mountain Standard Time as we are based in Denver. Therefore 5:33 AM...

in our system is 7:33 AM Eastern Time where your flight originated. Your flight's departure was 7:40 AM.   Customer Relations Our CR department is the highest level of customer service at Frontier. I am constantly in contact with our onsite supervisors and the Manager of our department. I have consulted them about your incident. You have received our resolution of this incident.   Our Resolution I know this is not the resolution you desire, however every indication in our system is that you were simply late for your flight. There is no reason any of our employees would deny boarding to a passenger if our system had not locked up due to it being after the 45 minute check-in cut off.   Our Responsibilities I am sorry you missed your flight, however we have done everything we can to try to help you with this issue, however passengers must arrive at the check-in counter before 45 minutes before departure. When this does not happen, the flight is missed. Our agents made no errors with applying our policies in this situation.   Re-booking In addition I regret that we could not find you a seat on another flight because it was full. All airlines, including Frontier overbook some of their flights because history shows us we will have several passengers cancel and seats will become available. This is a standard practice that all airlines do. I am sorry it created a problem for you. It is never our intention to be insensitive our our customers needs.   Our Regrets In summary, it is never pleasant to miss a flight. The inability to book after the 45 minute cutoff is actually determined by our system. It will stop allowing bookings for a flight at that 45 minute time period. Our agents book up until the system will not allow them. This eliminates human error from this very important decision. We can offer you no compensation for expenses incurred due to a missed flight.   Kind Regards,   [redacted] Frontier Airlines

09/28/2016 11:03 AM Dear [redacted],   Thank you for contacting Frontier Airlines Central Baggage Service.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are sorry to hear of your luggage and...

customer service issues when you traveled with Frontier.  Our records indicate your luggage has been restored to you at this time.   If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to the Orlando Baggage Service Office directly at: [redacted]                                                    Please include a short note requesting reimbursement, your claim reference, [redacted], a good contact number, and your permanent address so they know where to send the check..   You may reach the Orlando Baggage Service office directly at ###-###-####, with any inquiries regarding the interim expense reimbursement.     Your reservation also shows that on September 22nd, your $25.00 baggage fee was processed for a refund.  The refund will go back to the original form of payment, credit card ending [redacted].  Please allow 7 days for it to show back on your account.   As a customer service gesture, and for your inconvenience, we are providing you with a $100.00 electronic travel certificate.   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].  Issued to [redacted]. This voucher must be redeemed by March 28 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 6 months 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 ###-###-####.   Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements.    Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.    Sincerely,      
[redacted] Frontier Airlines Central Baggage Specialist

Complaint: [redacted]
I am rejecting this response because:I do not feel Frontier is assuming responsibility for denying me a seat on a previously confirmed flight, causing my boyfriend and I added stress and additional out-of-pocket expenses during our holiday travel. I feel my voice is not being heard and that my complaint is not being given full consideration by Frontier. I stand by my complaint and remain innocent of the accusations being made by Frontier in their attempt to point the finger in my direction in order to deflect from their mistakes. I remain an unsatisfied customer and wish for further investigation of my case and am available anytime for further discussion. 
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: As a result of Frontier's decision to cancel the flight to Denver, my wife and I had out of pocket costs well exceeding the cost of the original frontier purchase. These costs include the cost of the [redacted] flight to Denver the following morning and the overnight hotel cost. I am requesting that these additional costs also be reimbursed by Frontier.
Sincerely,
[redacted]

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We apologize for the inconvenience this has caused you and your wife. Our records indicate our Cleveland agent re-protected you and your wife...

on another airline. I understand you purchased tickets on [redacted] Airlines, please send us a copy of your receipts from the [redacted] Airlines tickets you had to purchase for review to refund your Frontier Airlines outbound ticket. I await your reply. Regards, [redacted] Customer Relations Frontier Airlines

Response Email   02/23/2018 08:50 AM   Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Apologies I am truly sorry for our agent's behavior and the appearance of the plane. That is...

certainly not the service we strive to provide. Carry-on's and Personal Items We allow every passenger a free personal item to put under the seats in front of them. Carry-ons are different from personal items. Personal items are purses, laptop carriers, small backpacks, etc. Carry-on bags are small suit cases, or duffle bags that are stowed in the overhead bins. We charge a fee for all carry-on bags. Please visit our Baggage page for more information.   Customer Service is Key Your description of how our flight attendant handled this situation 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.  Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.   Cleanliness is ImportantWe employ a crew of professional cleaners to make sure our standards of cleanliness are met for every flight, which unfortunately, were not when you flew with us. I know that cleanliness is important for comfort when traveling and I'm sorry for the condition of the plane when you boarded. Be assured I have logged your observations for our Aircraft Appearance team. We Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, I would like to issued a voucher for $153.20 (#xxxxxxxxxxxxxx) to use towards future travel. This is the amount you paid for your second flight. Your voucher expires on August 24th, 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 SoonI apologize again and 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,Customer RelationsFrontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.)
What there showing is not what happened. I arrived well within there cut off time and was still unable to board along with several other people in line with myself. There business practice is unfair to hard working people. they want to offer me a voucher for 118.00 contingent if used by feb 13th 2016 I have no intentions on flying ant time soon so there offer is insulting to me

10/05/2016 10:59 AM Hello [redacted],   Thank you for letting me about your recent Frontier experience. We are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airline.Our ApologiesI'm sorry to hear that your onboard experience...

wasn't as expected. Your description of the Flight Attendant's behavior 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.  As a gesture of apology, please accept these $25 vouchers for a future Frontier flight.  These vouchers must be redeemed by their expiration dates but you can actually fly as far out as the Frontier schedule permits.  The voucher numbers are : [redacted] for [redacted] expires 1/3/17 [redacted] for [redacted] expires 1/3/17 Please see below for the redemption instructions.Customer Service Is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.  I'm so sorry to hear about the issue with your seats so I have refunded $20 to the Visa Card ending in [redacted] and another $20 to the Master Card ending in [redacted].   Come Back SoonI apologize again and 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!Best wishes,   [redacted] Customer Relations Frontier Airlines

08/25/2016 03:35 PM [redacted]We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Your concerns were reviewed by my manager and a decision was made to add the 20,000 miles to your account.I'm sorry for the inconvenience caused.Regards,[redacted]