Frontier Airlines, Inc.

Initial Business Response /* (1000, 7, 2015/08/20) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We do have a strict 45 minute cut off and recommend passengers [redacted] 2 hours prior to...

avoid any unforeseen delays. Passengers [redacted] have their boarding pass ** hand and any bags dropped by this time or will need to be accommodated to a later Frontier flight with any fees. Passengers ** have the option of checking in online and printing their boarding pass ** home and if not checking a bag can go to security then gate.
In reviewing the flight information the flight was delayed due to weather. The flight was delayed pushing out at [redacted] it then waited for clearance to depart. Passengers [redacted] advised to arrive at the original scheduled departure time.
I'm sorry for any confusion when your wife called to reschedule. Once past the fight departure it was changed to No Show. Respectfully, we would not refund or reimburse any additional expenses. The fare purchased is non-refundable and you must have your boarding pass ** hand by the 45 minute cut off. As a customer service gesture a travel voucher in the amount of the fare purchased [redacted] has been issued for you to use one year from the [redacted] date of issue.
To redeem your voucher, visit [redacted] and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: To redeem your voucher, visit [redacted] and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX
You can view check in requirements at [redacted]
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for 1 year from the [redacted] 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 ** 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.
Initial Consumer Rebuttal /* (2000, 9, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wanted a full refund back to my card since I do not want to fly with frontier ever again but I'll settle for the voucher I suppose

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

02/03/2017 10:26 AM Dear Mr. [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I have left you a message to contact me at [redacted] so that I can go over this with you. I can be reached between the hours of 7:00 am - 3:30 pm mountain time Monday - Friday.   Sincerely,   [redacted] Central Baggage

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

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

Response Email   11/06/2017 10:18 PM   Hello [redacted],Thank you for letting me know about the schedule change you experienced for your flight from [redacted] to [redacted] on January 12th. I'm really sorry to hear about the significant schedule change you encountered.SchedulesI...

understand you're flying with us because you have somewhere to be at a certain time. That's a reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes. Some updates are necessary for operational purposes, and can even reduce costs. We appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry.RefundMy research shows that a refund in the amount of $341.92 was issued to your card ending in XXXX on August 21, 2017. This should already have posted back to your account. We also processed a refund on November 6th in the amount of $180.96 for the second reservation you had booked. Please allow a few days for this transaction to post to your account.   We Care About YouAs a gesture of apology for the schedule change you experienced, you have been issued a $50 voucher to use when booking a future Frontier flight. Your voucher expires on January 31, 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.   [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!Regards,[redacted]

09/17/2016 06:31 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Fare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given...

flight, the amount of advanced purchase time, and even the price other airlines are charging. I understand it can be frustrating to purchase a ticket and later find that same fare at a lower rate. Respectfully, we are unable to compensate for the difference you noticed.We Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive prices. Although we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from and I'll share your concerns with our Marketing team.We Appreciate YouThank you for letting us know how we can improve. We are growing incredibly fast and it's feedback like this that help us identify areas to review further. Kindly, [redacted] Customer ServiceFrontier Airlines

Response Email   02/20/2018 12:15 PMHello [redacted],   Thank you for sharing your concerns regarding your diverted flight. I appreciate the opportunity to help make the situation right for you.   Our Apologies I would like to apologize again for the experience you encountered on...

February 17, 2018 when your flight was diverted due to weather concerns. We regret that the communication between our staff and the passengers was not as expected.   Reimbursement I understand that due to the diversion of your plane, you had to rent a car to get to Orlando. I apologize again for the inconvenience and I am glad to have the chance to help in this situation. If you could send in your receipts for the car you rented, I would be happy to review them for consideration. Please send the receipts to this email and I will answer your request as soon as possible.   Thank you again for sharing your concerns, I look forward to hearing from you in the near future.   Regards,Customer Relations SpecialistFrontier Airlines

[redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   My research shows that on March 17, 2017 on our website your flight was  (cancelled). This was not a result of anything Frontier did. It may have...

occurred while you were making changes to your.  As a resolution to the mistake I issued you a full refund in the amount of $319.60.   Regrettably, your request for a refund of the difference in the amount of $500 or a travel voucher equivalent to the $500 has been denied. The cancellation was not a result of any changes Frontier made.   Frontier does not pay for compensatory expenses such as lost wages, other airline's tickets or missed events.   I sincerely hope we will have the opportunity to serve your future travel needs under more pleasant circumstances.   Kind regards,    Customer Relations Specialist Frontier AirlinesTell us why here...

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

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

06/29/2016 01:09 PM Hello [redacted],   We have sent you claim forms on 06/28/2016.   Once we receive the completed claim forms they will be processed in the order we receive them because all of our passengers are important to us.  Please know the process can take up to 90...

days from the day we receive the completed claim forms to complete the settlement.  However right now it is taking approximately four to six weeks to complete.    We will contact you if we find your bag or have any questions regarding your claim.  We will look for the bag for up to 90 days from the date you traveled.   We certainly do apologize for your missing bag and we will do everything we can to locate it.  We eagerly await your completed claim forms.   Thank you for your patience we do understand this situation can be very stressful,   [redacted] Frontier Airlines Airport Customer Service Central Baggage Service Specialist

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

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

Initial Business Response /* (1000, 4, 2015/07/16) */
Dear Ms. [redacted],

[redacted] Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns.

[redacted] would like to offer our sincere apology with the difficulty in receiving...

assistance with reporting and locating your delayed bag. We have filed a formal complaint on your behalf with the customer service management team.

Please accept our sincere apology for the delay of your checked baggage when you traveled with us on [redacted] 2015, from [redacted] GA to [redacted] MN.

In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We would certainly like to apologize for the bag delay.

As a customer service gesture, we have requested a refund of the bag fees paid which will be credited back to the original form of payment. Please allow 7 days for processing.

As a customer service gesture, we have provided a [redacted] travel voucher for a discount on a future [redacted] 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 [redacted] but you do not have to travel within this timeframe. Future travel may be booked out as far as [redacted] schedule allows.

While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
[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 ** 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.
For any questions regarding your certificate or to redeem, please visit [redacted] or contact [redacted] Airlines Reservations at X-XXX-XXX-XXXX. We are open 24 hours / 7 days a week for your convenience.

If we can be of further assistance, please don't hesitate to contact us via email at: [redacted]@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time.

At [redacted] Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.

Sincerely,
[redacted]
Central Baggage Supervisor
[redacted]@flyfrontier.com
[redacted]@flyfrontier.com
XXX-XXX-XXXX
XXX-XXX-XXXX
CRSXXXXXXA

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

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

Dear Ms. [redacted] We have received your second rebuttal as submitted to the Revdex.com. Please send a copy of your other airline ticket for review. I will void your $200 Frontier Travel voucher and provide the difference between the $101.00 Frontier refund and the fare of the other airline ticket price in a form of a check. Regards, [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

08/19/2016 10:24 AM Dear Ms. [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 talk with me today, August 19, 2016.   I apologize for the delay of your bag from...

Chicago, IL to Denver, CO due to the misrouting and/or mistagging of your bag and it being sent to Nashville, TN instead of Denver, CO.   I understand that your bag was sent from Nashville to Denver and that you ultimately had to drive to the Denver airport to pick up your bag after it had sat in Denver for two days. I am sorry that we failed to deliver the bag to you.   As we discussed you have interim expenses and that your bag was damaged. Please forward the interim receipts and the pictures of the damaged bag to me for reimbursement and review. Please email them to: [redacted] I will process the interim and damage from the Central Baggage office.   We have previously refunded the $30.00 bag fee to the original form of payment, which you indicated you have received.   Along with our sincere apologies, we have issued an electronic voucher in the amount of $100.00, which provides a discount on your next Frontier Airlines flight. 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]This voucher must be redeemed by 20August2017but travel may be booked out as far as Frontier's schedule allows.  Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage delay. We hope to serve you again on a future Frontier Airlines flight, under more pleasant circumstances.   Sincerely, [redacted] Central Baggage Supervisor Frontier Airlines