Frontier Airlines, Inc.

01/01/2017 09:01 AM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting us and we apologize for the delay in our response. First, I just want to say on behalf of Frontier, we are...

sorry. At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight. On December 17, we faced severe weather across the US, especially in Colorado. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days. We know you were counting on us and we take letting you down very seriously. Please be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience. To be considered for reimbursement we ask passenger to send in all there receipts of expenses they had to make due to the cancellation of the flight. If you can please email me back with all the receipts, they will be looked and a reimbursement can be provided in the form of a check. Thank you for your patience. Kindly, [redacted] Customer Service Frontier Airlines

Initial Business Response /* (1000, 6, 2015/08/26) */
Dear [redacted],
Thank you for contacting Frontier Airlines Customer Relations.
I understand your frustration with the carry-on situation, and apologize for your recent travel experience out of [redacted] on [redacted]
All passengers are...

welcome to board with a personal item to go underneath the seat in front of them, not to exceed 8" height x 14" width x 18" length. Frontier does charge a fee for use of the overhead bin space.
If a bag is determined to be oversized, including wheels, straps and handles, it will be charged as a carryon. Although our agent acted according to policy, this information should always be conveyed in a courteous and professional manner.
We have high expectations of our employees and are disappointed with the behavior you described of our ticket counter agents. Be assured we have made your comments available to the [redacted] station manager so they may follow up on this valuable training opportunity.
We do advise of bag fees and seat fees while booking your reservation on our web site.
I'm sorry you were nervous for your safety when the cockpit door was opened. Our Captain and pilot are allowed to use the facilities while up in the air, even asking our flight attendants for a drink or a snack.
We appreciate you sharing your feedback with us and hope for the opportunity to restore your faith in our service on a future flight.
Kindly,
[redacted]
Customer Relations Specialist
Frontier Airlines

05/24/2016 02:16 PM   Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry you missed the email sent to you on May 21, shown below before contacting the Revdex.com. Please keep in mind for the future,...

mileage in a member's account does not expire as long as the Member generates accrual activity every six months. Unredeemed mileage accumulated in your account will expire at the end of the six-month period after your last activity date and will not be reinstated. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines

07/11/2017 02:25 PM Hi [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I apologize for any misunderstanding in Frontier's pricing policy.Optional Travel ServicesI can imagine your frustration when you...

were advised that here at Frontier, we charge for optional travel services such as use of overhead bin space, or pre-selecting a desired seat in advance. Here at Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point B. Selling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience.   Explanation of Fees•    SEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never required. You always have the option to take whatever remaining seat is available, on the day of travel, free of charge.•    CARRY-ON BAGS- You are always welcome to board with one free personal item, to go under the seat in front. Think backpack, laptop, purse. This item cannot exceed 8"x18"x14". It is Frontier's policy to charge a fee for larger bags going into the overhead bin.   Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with us. When booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page.   Next time you might consider one of our bundled packages, The Works and The Perks. Each option bundles extra services such as bags and seats in one low price.   Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one!   Regards,[redacted]

01/13/2017 05:54 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Regardless of the contact and nature of the phone calls that were made, we are unable to offer a reimbursement for this kind of expense.   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.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear [redacted],
Thank you for contacting Frontier Airlines Customer Relations.
We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this when you traveled with us on...

September 8, 2015 from Salt Lake City. We have high expectations of our employees and are disappointed with the behavior you described of our flight attendants. They should have been more proactive on both issues as you describe them. Be assured we have made your comments available to the In Flight Managers so they may follow up on this valuable training opportunity.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:My father is dietetic, has cancer and now just found that he may need heart surgery. This has been a difficult time for me and the family and yet this air line continues to not cooperate like the other airline have. I have medical records if need to confirm my claim. I will contact [redacted] again so they can contact your account department.  
Sincerely,
[redacted]

12/08/2016 04:17 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. 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 boarding experience in Orlando wasn't as expected. Your description of our agent's actions 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. 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 have forwarded your description to our Orlando Management team, so that these actions may be properly addressed. We Care About YouWhile we understand we cannot simply take back such a negative experience, it is important for us to keep good relationships with customers like you.As a gesture of apology, I have refunded your seat fee of $30.00 to your card ending in [redacted]. You should see the funds returned to your account in seven to ten business days, depending on your bank's practices.   I have also issued you a $25.00 voucher #[redacted] to use towards future travel. The voucher must be redeemed by March 8, 2017, but you do not have to travel within this time frame. Come Back SoonThank you again for your comments. 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.Regards, [redacted] Customer Relations SpecialistFrontier Airlines

Response Email   02/27/2018 05:24 PM   Hello [redacted],   We have received your correspondence/communication with the Revdex.com, regarding your flight from February 13, 2018 when traveling from Cincinnati to Miami . I'm really sorry to hear that you had such a negative experience with...

our customer service.Customer ServiceFrontier has zero tolerance for discrimination in any form, indeed we strive to create an atmosphere of mutual respect among employees and our guests. We have a well deserved reputation of delivering a consistently high level of service to our customers. I'm very sorry if this was not your experience with our agents.We Hear YouBased on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriously. We assure you an investigation into the events and interactions you described will be conducted.While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusion.   Explanation of FeesBAGGAGE - You are always welcome to board with one free personal item, to go under the seat in front. Think backpack, laptop, purse. This item cannot exceed 8"x18"x14". It is Frontier's policy to charge a fee for larger bags going into the overhead bin or being checked.   Our ApologiesI’m sorry that your baggage was not at your final destination when you arrived. This is not the experience that we strive to provide for our passengers and I apologize for the inconvenience you’ve experienced.   You were refunded the cost of your delayed baggage in the amount of $38 to your card ending in XXXX on February 15, 2018.   We Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, regarding the rude agents and bag delay, you were issued a $100 voucher (XXXXXXXXXXXXXXXXX) to use towards future travel. Your voucher expires on August 26, 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.Thank you for bringing this to our immediate attention.Kindly, Customer Relations SpecialistFrontier Airlines

07/29/2016 09:01 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We Here You Thank you for advising us of the difficulties you had understanding our Reservations agent. It is certainly...

not our intent to have our customers unable to communicate and I have shared your feedback with Reservations Management. We regret you had a poor experience.   Connecting Flight I understand that due to poor communication, you were unable to make your connecting flight. It doesn't happen often but when it does, we do all possible to get our customers on the next available Frontier flight or make other arrangements for them. In your case the next available flight wasn't until the afternoon of the next day.   What I Can Do I can provide a voucher for future travel for the amount of $172.10 ([redacted]) for the segment you didn't fly with us.The voucher must be redeemed by January 28, 2017, but you do not have to travel within this time frame.  We hope you will still consider flying with us in the future. I'm confident your next experience will be better!   [redacted] Customer Relations  Frontier Airlines

11/22/2016 03:03 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Vouchers After looking in your record I see that your upcoming trip will be taken by [redacted] and [redacted]. I am sorry to inform you that I cannot refund you the money for your vouchers not used. The reason you had problems using your vouchers during booking is do to booking through [redacted]. I am sorry for the inconvenience but all vouchers must be redeemed at the time of booking.   Credit I understand your frustration with your booking and using your vouchers. As a one time customer service gesture I will issue [redacted] a voucher to be used within the next six months for the value of all vouchers, $125. This voucher must be redeemed by May-22-2017 but you do not need to travel before this date.   [redacted]   I hope you understand that I have done as much as I can to resolve your issue. I must uphold all Frontier policies for voucher redemptions to ensure all passengers are treated equally.   I hope you use your credit on a future Frontier flight, and look forward to seeing you on your upcoming trip.   Kindly,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/15) */
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 confusion regarding the response you received. As...

mentioned in the response from [redacted], Ms. [redacted] is not an employee of [redacted] Airlines but [redacted] Communication. Requests made to Mr. [redacted] are addressed by our [redacted] Department on his behalf.
I understand your frustration with having selected the wrong date for your return however we do send immediate email confirmation for review and if any errors can be cancelled within 24 hours. As a gesture of good will the change fee has been refunded. Respectfully a refund of the fare difference for the date you booked in error would not be refunded.
We remain consistent with our policies to be fair to all our customers.
Sincerely,
[redacted]
Customer Relations Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (3000, 9, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wanted to book the four tickets online but ran into a problem with getting seating which is why I called it in. My original dates of [redacted] return were chosen online but when I had to call in for seating they were changed.
I remember this phone call taking a LONG time. Over an hour late at night. I also remember that the agent had an extremely thick accent. He said the online program had a glitch with regard to seating and I was on hold for long periods of time. He had to take my payment info over again, indicating that a new reservation was made.
I am sure he read back the dates to me and I must have agreed without noticing that the return was incorrect. I didn't notice until the night before travel even though the confirmation was sent out.
A few days later, I was able to book my mother the same flight roundtrip that I had intended to book for me. We all went out together no problem. When she got her email notice that her boarding pass [redacted] ready for return the night before return and I didn't that is when I noticed the return date error.
I am so sorry I didn't check my email confirmation. That is my fault, but I really thought the tickets were set for the dates I had intended. Since this was an innocent mistake, I am asking forgiveness since a corporation like [redacted] should not and does not need to profit from my misfortune.
Had I INTENDED a change based on a preference for different travel, then I would have abided by all contract expectations. This was a complete mistake and misunderstanding. I can't afford this mistake. [redacted] doesn't need to profit from it. This mistake opened up seats for another flight and filled seats that would have otherwise been empty.
I am not asking that they make an exception for changing my date because of the policy I am asking that they honor my original intent to return on [redacted] and not ding me [redacted] for the misunderstanding. It would not only be kind, but in my opinion ethical.
Final Business Response /* (4000, 11, 2015/08/04) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I understand you are dissatisfied with the outcome. We have as a gesture of good will waived the change fee, however the difference in fare will not be refunded. We do remain consistent with our policy to be fair to all passengers.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
According to our records a check was issued and sent to you on August 14th. After you...

followed up with Central Baggage and they were able to verify that the check had not already been cashed, they had Accounting stop payment on it and reissued your check. It was sent out on September 29th and we would expect you to have it by now.
We appreciate your patience.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
due to the inconvenience that I have suffered and the negligence and dishonesty I would like to be compensated with free travel from the airline to rebuild a relationship.
Final Business Response /* (4000, 10, 2015/10/25) */
Dear Mr. [redacted]
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
As a gesture of apology, we have issued an electronic voucher in the amount of $25, which provides a discount on your next Frontier Airlines flight.
To redeem your voucher, 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: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by January 25th, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
We appreciate your patience and understanding.

Kind regards,
[redacted]
Frontier Airlines
Customer Relations
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
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.

I am rejecting this response because:  It angers me that they say that they attempted to reach me.  I checked my email and nothing was sent and I had my phone with me at all times and it is not a Restricted number and there would be no reason why they would have not been able to get a hold of me or to leave a message.  Also, they were other people in line that this happened to and one of them told us that they were told they would not have to pay to get a new flight so they are not consistent in the way that they treat their customers. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The vouchers that they offer for $227.00 due not cover luggage charges( $60.00 of this $227 was for baggage) and are listed in my name when the original booking show both names. They also state that my original  claim does not fall within the time of 7 days. When I re-booked on 12-15 I was told by their employee that I could cancel for a full cash refund with 24 hours of re-booking.  
Sincerely,
[redacted]

01/02/2017 11:00 AM Hello [redacted],   I have received your correspondence from the Revdex.com. Perks Package I'm sorry for the confusion regarding the purchase of the Perks package. I have reviewed your reservation, and it appears that in addition to choosing your seat you also checked a bag,...

therefore making full use of the purchased bundled package. Because of this, I am unable to provide a refund.   Thank you again for contacting us about your recent experience.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 Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: My issue was not resolved and if you guys knew anything of my problem you would know that the 3 way call yielded no resolution because your representative kept providing [redacted] conflicting information. Your staff are amateurs and are some of the least helpful customer service people I have had the displeasure of speaking with. I still show the extra charge and am now having to dispute this through the CC company, when instead the merchant (frontier) should have been able to provide [redacted] with the proper info to make this go quicker. Instead I get to wait up to 30 days to receive my refund.... 0/10 frontier is a headache to deal with. Your response to my issue is generic and lacking any substance what so ever. 
Sincerely,
[redacted]

10/06/2016 03:12 PM Dear Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the frustration and inconvenience you experienced while traveling with us. We appreciated receiving your e-mail...

and are happy to address your concerns. It is always good to receive valuable feedback from our customers regarding their experience with Frontier Airlines. Our goal is to provide quality service both to our passengers and their luggage. We are continually working to improve our service and minimize baggage mishandling. Situations such as this are no more acceptable to us than they are to our customers. We can only assure you that your experience is not typical of the standards we strive to maintain. We are committed to providing our passengers with superior customer service and are disappointed to hear we fell short of this when you traveled with us.  Your feedback has been made available for our upper management to review.  Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback. We see that you have turned in your receipts to the [redacted] baggage service office; however you have not received reimbursement.  We do apologize.  If you could kindly scan those receipts in response to this email, we will see to it that your interim reimbursement is processed immediately. We see that we have already refunded your bag fee.  That should have already appeared in your account.  Please let us know if that has not happened. In response to your request for a full refund, unfortunately we are unable to refund for services already rendered.  However, as a customer service gesture, we would be happy to offer you and your son each a $200 voucher for future travel on Frontier Airlines.  Please let us know if this is something you would like to accept. Your continued support is very important to us so we hope this isolated incident does not prevent you from flying with us in the future. Sincerely,   [redacted]

1/05/2017 05:46 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We Here You I really understand that you are upset with us and I apologize again for your past experience. We never want one of our passengers to be disgusted with the service they received. We are working hard to insure a situation like this does not happen again in the future.   We want to win you back!Please know that we do value you as a customer. In an effort to make things right, you were issued a Frontier voucher ([redacted]) in the amount of $200 to use towards future Frontier travel. Your voucher expires on April-5-2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   Thank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you’ve experienced, 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