Frontier Airlines, Inc.

01/16/2017 11:18 AM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for taking the time to share your experience with us. Our Apologies [redacted], I sincerely apologize for such a long delay....

As you can imagine, flight irregularities can be very challenging. The decision to delay a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. We strive to provide our passengers with a safe, comfortable, and enjoyable flight. Sometimes in ensuring our standard of service it can cause delays. I know your time is valuable and I apologize you experienced the delay you did. You Are Our Priority! I'm sorry for the behavior you described. We take these types of reports seriously and use them as training opportunities. Frontier has zero tolerance for mistreatment of our passengers in any form. We strive to create an atmosphere of mutual respect among employees and our guests.  We have a well-deserved reputation for delivering a consistently high level of service to our customers, and I apologize this went amiss. I forwarded your message to our Baggage manager to follow up on this valuable training opportunity. Vouchers [redacted], unfortunately I am unable to provide a refund for your flight. After speaking with my manager however, we issued two $200 voucher for your and [redacted]'s next flight. I included your voucher numbers and instructions on how to redeem the vouchers below. [redacted]'s Voucher: [redacted]'s Voucher: [redacted] I encourage you and [redacted] to give us another opportunity to provide you with a superb flight experience. I'm confident your next flight will be a vast improvement. Have a wonderful day [redacted].   Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com 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.
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.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They completely ignored the matter of their website and employees who instead of taking Regular guests when there was no one on the VIP line also made me miss my flight.
Final Business Response /* (4000, 9, 2015/09/19) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Our records indicate you went on line August 24, the night before your return flight and at 7:54 pm you paid $20 for your bag and at that time you could have checked in and printed your boarding pass.
When arriving at the airport your bag must be checked in and boarding pass in hand at the 45 minute cut off. We regret that you feel that our agent didn't provide customer service because she wouldn't call the gate. Our agents must be consistent and follow policy to be fair to all passengers.
On August 24 flight [redacted] O'Hare to Orlando was scheduled to depart at 1:55 and this flight pushed out of the gate at 1:53.
We are sorry for any frustration this may have caused.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

01/13/2017 11:02 AM Dear [redacted],Per our conversation this morning, I am willing to resolve your issue from the corporate office. I understand you submitted those receipts to the [redacted] airport.  I will work with the [redacted] airport staff to locate your receipts and resolve this issue....

However, if you are able to locate the receipts and submit them to me directly, we can expedite this process.Sincerely,[redacted]
[redacted]
[redacted] [email protected]  01/05/2017 09:21 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Per our telephone conversation today, I understand your frustration and apologize for your experience during your recent travel with us. I really want to address and resolve any remaining issues stemming from your trip. However, I will need some additional information from you. Kindly provide the date of travel, and/or reservation code, any receipts and other paperwork provided by the destination airport. I can then further research and ultimately resolve this issue from the corporate office.   Unfortunately, I can not accommodate your request for a refund of the airfare because the flights were actually flown.   Sincerely, [redacted]

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.

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. After reviewing your reservation, I found that it has been marked as a chargeback case due to the payment being disputed with your banking institute. As...

a result, we can not move forward in resolving this incident. Please let me know if you have any additional questions. 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...

01/06/2017 05:49 PM , Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We're Here To Help We have refunded you fully for your flight. You should expect to see this refund appear back on your...

[redacted] credit card ending in [redacted] within the next 7-10 business days.   Come Back SoonI 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!Kindly,   [redacted] Customer RelationsFrontier 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

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]

08/24/2016 02:37 PM [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Frontier Airlines operates flights under our Contract of Carriage.   Pursuant to Paragraph 16. Limitations of Liability, Paragraph A. Consequential Damages – The purchase of a ticket does not guarantee transportation. Frontier is not liable for any indirect, special or consequential damages resulting from the performance of transportation, delay in performance or failure to provide transportation of passengers and other incidental services whether or not there was prior knowledge that such damages might be incurred. The absolute limit of Frontier’s liability for failing to provide transportation will be a refund of the amount paid for the corresponding ticket.   Your request for reimbursement of alternate travel expenses is denied.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

08/11/2016 01:50 PM Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. I'm sorry to hear that you were dissatisfied with the resolution that was provided. It's never our intention to be insensitive to our customers when their travel plans are disrupted. Frontier's policies were established to ensure that all passengers are treated equally and we strive to inform our customers of our travel policies at every possible opportunity.   Because fares are non-refundable, I am unable to provide a refund of the remaining balance of $237.60, I am able to convert your credit into vouchers that are more flexible for your future travel needs. Here are the details regarding your new vouchers: Voucher numbers and amounts: [redacted] - $137.60 [redacted] - $100.00 These vouchers do not have a name attached to them, so they can be used by you or any family members or friends you might wish to gift them to.   These vouchers must be redeemed by June 29, 2017, but you do not have to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows (see instructions below). Please be assured that your business is important to us and we appreciate the loyalty you have shown to us. It's important for us to maintain good relationships with customers like you and we look forward to the opportunity to regain your confidence in our airline.   Sincerely, [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 9, 2015/11/13) */
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 it is never our intention to inconvenience our passengers. Please...

understand we must be consistent in policy to be fair to all our passengers.
Our records indicate you purchased your tickets with One Travel.com. When passengers choose to book their reservation with a third party agency they are always advised to go onto the web site of the airline they are thinking of purchasing to review their fees and policies.
Here is a link from our web site advising of seat fees: http://content.flyfrontier.com/travel-information/seating-options
I'm sorry we are unable to honor your request.
Regards,
[redacted]
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what the website states, I even included it in my complaint. The website does not, however, advise that this includes children who cannot care for themselves. The site needs to include a disclosure for young children because I am sure they will continue to have this problem, if it's already not a reoccurring a issue seen.
Final Business Response /* (4000, 13, 2015/12/03) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com.
If you prefer we can refund your tickets if you don't want to pay for seats.
Regards,
[redacted]

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]

04/01/2016 09:44 AM ( [redacted] To redeem your vouchers, visit www.flyfrontier.com and    go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: [redacted] They are not...

useable through [redacted]03/31/2016 05:42 PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please accept my apology for any inconvenience our schedule change has caused you and your family. We understand that it can create unwanted issues for some of our customers and I would like to take the opportunity to explain why it occurred.Now more than ever at Frontier, we are committed to ensuring a good customer experience, with on-time flights and reliable service. In an effort to accomplish this, we must make difficult decisions such as changing our schedules. You booked the travel on January 28, 2016 and the schedule changed occurred February 3, 2016.  You accepted the changes on February 4, 2016. As a customer service gesture for the inconvenience, you were offered a $100 voucher. Per documented records you have declined the voucher. Regrettably, we will not be able to reimburse you the $471 you are requesting for making the change. However, I can issue a $100 voucher to each passenger with an extended expiration date to the end of the year or we can issue al full refund on both record locators. I recognize that this does not change your experience with respect to this schedule change, but I hope that you will choose to fly with us again.Respectfully,[redacted]Customer Relations Specialist Frontier Airlines

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]

(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

03/01/2016 01:04 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. According to our records, we emailed you on February 19 regarding this matter and I have provided a copy of that email again. Since you are...

unable to provide medical documentation that you are unable to travel for the validity of your ticket, you were issued a full credit of your ticket in the amount of $202.70. This credit must be redeemed by April 29, 2015, but travel can be scheduled beyond that date. This credit is non-transferable. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines

Email   08/19/2017 12:12 PMHello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting Frontier Airlines about your experience on your flight from [redacted] to [redacted] on July 21st. I'm sorry...

to hear of your experience on the aircraft while traveling with us. Our ApologiesI am sorry that you had a bad experience when flying back to the states. 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. When the seatbelt sign is on, passengers are required to be in their seats with their seatbelt fastened. I understand you had an emergency, and I apologize for the conflicting information regarding restroom usage traveling with us. If a member of the flight deck is using the restroom, a flight attendant will stand near the restroom and advise passengers to keep a further distance than usual from the door to the flight deck. It sounds like the flight attendant could have handled the situation in a more professional manner and I am sorry that this was your experience. What I Can DoIt's important for us to keep good relationships with customers like you. As an apology for your experience on this flight, I have issued you a $25 voucher to use for a future flight.[redacted]: XXXXXXXXXXXXXXXXThis voucher must be redeemed by November 18th, 2017, but you do not have to travel within this timeframe, the reservation needs to be booked. Future travel may be booked out as far as Frontier's schedule allows. Further voucher redemption details are below.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!Kindly,[redacted]
[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

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