Frontier Airlines, Inc.

Initial Business Response /* (1000, 4, 2015/07/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any miscommunication when canceling your outbound and...

the return canceling as well. I have requested a refund of the [redacted] that was charged when reinstating the return flight. This will credit back to the card ending in [redacted] within 7 business days.
Thank you for your patience. Your comments regarding your experience have been made available to our reservations management team for training purposes.
We hope this isolated incident does not prevent you from traveling with us in the future and look forward to the opportunity to serve you again.
Sincerely,
[redacted]
Customer Relations Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (2000, 6, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was issued.. Thanks

Response Email   10/05/2017 06:04 PM   Dear [redacted]:At your request, we will use the documentation you have already provided to process your pilferage claim.  I have placed your file with our settlement department and you will be contacted when the claims process is complete.  Please allow up to 90 days for processing.I can assure you that Frontier Airlines takes the security of all bags within our possession very seriously and we regret items were missing from your bag.  Although bags are not solely under our control after they are sent from the check-in point to the aircraft, we do record all instances of reported pilferage by station/location and report all cases to our internal security department, appropriate levels of management and to the Department of Transportation for tracking purposes.  We will process your claim as quickly as possible as described above and will contact you at the conclusion of the settlement process.  Sincerely,Supervisor, Central Baggage ServicesFrontier Airlines

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

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

Response Email   08/29/2017 07:21 AMHello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Thank you for your patience in this matter. I know this has been a long process. I was making sure that your check for the stroller was approved and apologize for the delay in my response.VouchersAs a customer service gesture I have issued three vouchers to you and your husband. They have been issued in the amount of $150 each with a year long expiration date of  August 15, 2018, but you do not have to fly by then travel just needs to be reserved before that expiration date.[redacted]Please see below for redemption details.ReimbursementYour reimbursement check has been approved in the amount of $279.90 and is being sent to the address provided. You should be receiving this shortly.We Hear You[redacted] I do apologize for your experience on your trip. I do hope that I was able to resolve everything. If you need anything further please let me know. I hope your family had a good a great trip to [redacted], and that the school year goes well.Kindly,[redacted]
Customer Relations SpecialistFrontier Airlines

05/16/2016 12:43 PM Dear [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns and the concerns that I failed to address from your original email regarding our $75 overweight fee and our $60 gate fee. It is standard of all airlines to charge an overweight fee if your bag is over 50 pounds. You may remove or transfer items to get your bag under 50 pounds, but we will have to charge you the $75 fee if it's over in any amount. We don't want anyone to pay the highest fee for their carryon, however we provide many opportunities to pay the lowest fees online, at the kiosk and/or at the ticket counter. The highest fee is only charge when all other options are ignored. We also want parents and their children to sit together and offer the option to pre-pay for your seats to ensure that. Although I regret that no apology was provided to you by our airport agents, I'm pleased to know that the flight attendant was able to put your wife and daughter together, as I previously stated we would do in this situation. In the event we are unable to find anyone to move, the flight attendant my at that time make a decision to involuntary move someone to make sure your daughter is not sitting next to a stranger. Thank you for sharing your additional concerns, without the use of profanity. Sincerely, [redacted] Customer Relations SpecialistFrontier 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

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
After review of your situation, I found that there was some miscommunication that...

occurred in regards to your refund that you were supposed to receive back in early spring of this year. I apologize that it has taken this long to provide you with the correct refunds.
Our Customer Relations agent, [redacted], was correct in that we do not normally refund exchange fees or service fees, even if a flight is cancelled. However, due to the miscommunication and mishandling of your refund, I will make sure that all your monies are returned to both you and your business credit card.
I am currently checking with our Refund specialist as I do not have access to see how the funds have been processed. I will provide you with an update as soon as I hear back from him regarding your refunds. In the meantime, I would just like to clarify that $598.70 for the airfare and $30 for a bag fee should have been refunded to your personal credit card and $158.37 should have been refunded back to your business credit card for the exchange and service fees. Please let me know if that is not correct.
If you have received any refunds as of now, please also let me know of this so we can get it corrected quickly.
I would like to thank you for your patience and understanding as we look into this concern. I hope to get back to you before the end of the week.
Kindly,
[redacted]
Customer Relations Lead
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They proposed to refund the $100 difference that they agreed before, so I accepted.
They made no comment about my request of refund my portion of prepaid hotel of $344 though.

Initial Business Response /* (1000, 4, 2015/06/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I'm sorry you were unable to make your flight. Frontier Airlines does have a...

strict 45 minute cut off, once it is past the cut off agents are unable to check in passengers ** bags. Once the flight has closed agents will proceed to the gate to help the flight depart. Kiosks will also not allow check in and advise that you must see an agent as the flight has closed.
If you are unable to make your flight you do have the option of the next available flight for a fee. If you choose not to travel the fare is left open for you book one year from the June 1, 2015 date of issue with any applicable change fee and fare difference. Our reservations department is available 24/7 at XXX-XXX-XXXX to assist with re booking.
We hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Ms. [redacted],

We are in receipt of your email to the [redacted] of [redacted] and appreciate the opportunity to address your concerns.
Frontier Airlines recommends customers arrive at least two hours or more prior to...

departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
Our records indicate you checked in online at 2:10 am and printed your boarding pass and selected your seat. Also our time stamp indicates you tried to check in at the kiosk at 10:35 right at the cut off.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be 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 following the policy and guidelines of our 45 minute cut off time.
Please be assured your feedback will be forwarded to our Seattle Station Management team for future consideration. Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

05/05/2016 06:12 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry you were surprised by Frontier's pricing policy, [redacted].  At Frontier, we know that above all else, our customers want low...

fares. Frontier's focus is to provide the lowest fares that get you from point A to point B. You then have the option to add on the extras that are important to you. This is a key ingredient to keeping fares low for all of our customers.We work hard to ensure everyone knows what to expect when booking directly at www.flyfrontier.com. I'm sorry you did not have the opportunity to review expected fees before making your purchase with [redacted]. We have disclosed our pricing polices to all third party agencies and those agencies are required to let their customers know the terms of the operating carrier. Most agencies provide the website address for all airlines included in their customers' itineraries. According to your record, you did not pre-pay for your seats to be together. When passengers choose not to pay the additional fee for specific seats, ones will be assigned on the day of travel, but very unlikely that we will have seats together if the flight is full. Once at the gate, our agent will do their best to rely on the kindness of other passengers to get seats together with your little ones, but remember, those passengers paid to be sitting in their preferred seat, so it's not an easy task and we suggest that you pre-pay for your seat in advance to make the process smooth for everyone. We do not feel that our agent was being a "[redacted]" but upholding our policy.  They are required to issue everyone an assigned seat, then further handling is done at the gate.Respectfully, we are unable to provide a refund of your tickets that were flown, but I have forward your feedback to our policy makers for future consideration. We regret this incident has caused you not to want to fly with us in the future and hope you will reconsider.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines 05/06/2016 02:03 PM [redacted], The only fees paid was $60 for two bags, no seat fees.  If you want to provide your receipt, please do so for further consideration. Otherwise, your comments will be added to your file, but we will not have any further communication with you due to your language. [redacted]

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]

11/17/2016 09:29 AM  [redacted], We have received your correspondence as submitted to the Revdex.com and Department of Transportation and appreciate the opportunity to respond. We would like to again apologize for your recent experience with us. As [redacted] stated over the phone with you,...

we have refunded your Denver to LA segment. This may take up to 10 business days before the refund returns to the original form of payment. In addition we have also provided you each with a $100 electronic voucher which can be applied towards your next Frontier Airlines flight.As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight. Please let me know if you have any further questions. Kindly, [redacted] Customer Relations Specialist Frontier Airlines

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

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

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

09/28/2016 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

[redacted] I apologize I was not able to reach you by phone. We appreciate your feedback and need to gather additional information in order to assist you further. Please attach a copy of [redacted] hotel and food receipts for review.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. Flight delay compensation is issued based on the length of the delayed departure. Records show a $100 voucher ([redacted]) was issued to each passenger. [redacted] was also issued a $50 voucher ([redacted]) for her baggage issue. [redacted] $100 compensation will remain in our system for redemption until it expires on 2/20/16 and the $50 until 3/20/16. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines