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

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

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

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

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

11/01/2016 05:51 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 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. However, in fairness to all customers, it is important for us to remain consistent.   Our Apologies We understand that you did call our reservation team, and our agent that you spoke with helped you check-in. My records indicate that you arrived at the airport 45 min before your flight. We do have a very strict  45 min cut off time. Even if you had been check-in at this time, you would have still have had to check-in your bags. 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 first-hand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers to be at our ticket counter 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 change fee. 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.Kindly,[redacted] Customer ServiceFrontier Airlines

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

Response Email   09/27/2017 08:39 AM   Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I sent you a reply yesterday, and I will copy that message here.   Our Apologies I sincerely...

apologize for the unwanted charges to your credit card. Unfortunately with these occurrences there is nothing that I am able to do on my end, and I cannot provide any further details. How To Proceed I'm really sorry that this happened to you. I encourage you to contact your credit card company to file a dispute, and the local authorities to pursue this issue further.   Regards,    Customer Relations Specialist Frontier Airlines

[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

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 multiple delays of your December 15 flight from Las Vegas to Denver...

and the stressful evening that followed after missing your connecting flight to Sioux Falls. I'm sorry for the inconvenience this caused you. We are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this with the unprofessional behavior and the demeanor of our agents in Denver. Our records indicate flight [redacted] was delayed due to weather and a ground stop issued in Denver that evening. 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.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kind regards,[redacted]Customer Relations SpecialistFrontier 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, 6, 2015/12/22) */
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 ** 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. Our records indicate your kiosk time stamp was 6:51 for your 7:30 flight (39 minutes). 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.

Your calls were pulled and our agent advised he would check on your request to waive the $99 same day fee. He then advised Frontier only gives waivers for medical situations and advised you your situation is not covered. He mentioned the airport would follow the same $99 same day procedures and that he would document the record, that [redacted] is requesting the $99 fee waived. He never said he would waive it, he said he would document your reservation of your request.

During the many calls, there was a call in which you indicated if the $99 fee be waived the Revdex.com complaint would be withdrawn. The fee was waived but the Revdex.com was not withdrawn.

In your Revdex.com complaint you resolution request was to have the $99 fee be refunded but it was never charged.

Regards,

[redacted]
Customer Relations
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]his is about the 10th excuse I have received from me cancelling tothem cancelling due to me putting it on hold. Why not have them admit to a screw up and pay me what I deserve.

Complaint: [redacted]
I am rejecting this response because: I need to resend the email receipt regarding the checked baggage fee to [redacted] 
Sincerely,
[redacted]

10/20/2016 01:10 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am sorry you needed to go to the hospital and could not take your flight. I hope that you are doing well.   Customer Service...

is KeyI apologize for your experience when you called us for assistance. 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. Important Information Our records indicate that you received a medical waiver and eventually received your refund, in the form of two flight vouchers for $251. It looks like one has been redeemed. The other voucher, in [redacted]'s name, is now expired.   Emergency Event Policy When the illness of the customer prevents travel Frontier will change your travel date for no additional fee. This is typically done by issuing a flight credit valid for 90 days. Our policies may be found on our website under "Emergency Events" here: Travel Policies.   What I Can Do I understand you could not use both vouchers before their expiration dates. As a one-time customer service gesture, I have reissued your $251 voucher (#[redacted]) and extended the expiration date to 06/30/17, but you do not have to travel within this time frame.Redemption instructions are below.   We Value Your BusinessI apologize again for your past experience, and I hope you will use the discount on your next flight with us. 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!Kind regards,[redacted]Frontier Airlines

11/01/2016 03:00 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Personal Items Personal itemscan be no larger than 8” deep, 18” wide, and 14” long (including handles, wheels, and straps). If...

any of that does not fit in the sizing bin passengers will be charged at the gate. We tell passengers to think small back pack. It is up to our agents to identify bags they think exceed personal item size, and charge accordingly.   Refund Request After reviewing my records, your refund request has been denied. According to my records, the wheels were sticking out of the sizing bin, which is why you were charged. Please remember, bag charges at the gate will always be higher than if purchased prior to travel.   Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistent.   Thank you for sharing your concerns with us today.   Regards,   [redacted] Customer Relations Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: none of this was explained at time of.purchase 
Sincerely,
[redacted]

02/02/2017 10:31 AM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. We've verified that your refund was not processed on December 29 and have submitted it now. Please allow up to 7 days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices.   Sincerely,   [redacted] Customer Relations SpecialistFrontier Airlines

02/21/2017 02:45 PM [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 response.   I'm sorry to hear that your experience wasn't as expected. Your comments regarding the service you received have been made available for station management internal review.   As a customer service gesture I have issued you a voucher for the unused flight on February 12, 2017 waiving the change fee so the amount is $300.40. The voucher number is [redacted] and the expiration date is August 20, 2017. You don't have to travel by that date just make a new reservation applying. Respectfully, the fare purchased is non refundable.   I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.   Regards,   [redacted] Customer Relations Specialist Frontier Airlines

03/03/2017 04:23 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm sorry to hear you were unable to use the baggage reservation you purchased. According to our Terms and Conditions, which...

must be reviewed and agreed to prior to booking, all baggage fees are non-refundable once purchased.   To assure all passengers are treated with equality, it is important for us to remain consistent with our policies.   Thank you for contacting me about your experience. We are growing incredibly fast and it's emails like this that help us identify where we can improve as an airline.   Kindly,   [redacted]