Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because the bank does not arbitrarily hold funds.  The transaction was denied but the funds were still held at the request of Frontier.  Frontier should not be holding funds for a rejected transaction.  My bank has told you the same thing repeatedly - the funds were held at the request of Frontier - not once but twice.  That is fraud and unacceptable. 
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

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]

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]

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

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

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.

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

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]

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]

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

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

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]

Initial Business Response /* (1000, 6, 2015/10/02) */
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.
Our time stamp indicate you attempted to check in at the kiosk at 6:23 am (22 minutes before departure) and our ticket counter time stamp indicates you attempted to check in at 6:27 am (18 minutes before departure) for your 6:45 am flight. If we were to rebook your flight from Atlanta to Philadelphia on our 7:25 flight we would have had to change your flight, charged your credit card and get you checked in by 6:40 am. You arrived at the ticket counter at 6:27 am, thirteen minutes is not enough time to rebook a 7:25 am flight onto Philadelphia.
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

01/03/2017 09:01 AMDear [redacted], Thank you for contacting us and we apologize for the delay in our response. Our ApologiesI apologize for your experience onboard the aircraft. It is never our intention to be insensitive when our passengers or their children are uncomfortable. It sounds like you made...

the best decision for your family and I apologize you do not feel like Frontier has addressed your situation properly. We Hear YouTypically, there is a $99 per passenger, per direction cancel fee when a passenger wants to cancel their flight. I understand the difficulty you faced so I have issued each of your passengers a voucher to use as a discount on a future flight with Frontier on top of the refund you received. What We Can DoPlease know that we do value you as a customer. In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $200 each to use towards future Frontier travel. Your vouchers expire on April 2nd 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date.  Come Back Soon 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. Best wishes, [redacted] Customer Relations Specialist Frontier Airlines

12/29/2016 09:27 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'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.To assure all passengers are treated with equality, compensation is issued based on the length of the delayed departure. Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation.    I see that you were issued a $75 voucher which the maximum amount of compensation we are able to give for the amount of your tarmac delay. I truly am sorry for the inconvenience.Thank you for sharing your concerns.Kindly,[redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/10) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I apologize for any confusion or misinformation that was provided after making your...

first reservation.
I have requested a full refund of $158.00 to go back to credit card ending in [redacted]
We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

09/28/2016 09:58 AM Dear Ms. [redacted],   Thank you for contacting Frontier Airlines Central Baggage Service.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are sorry to hear of your luggage and...

customer service issues when you traveled on Frontier.      We will be issuing you a supplemental check for the difference of your total purchase price of $212.99 and the pre-tax settlement check of $199.99.  You will be receiving a check for the amount of $13.00.   Please allow 7-10 days weeks for processing and mailing.    If we can be of further assistance, please don't hesitate to contact us via email or by calling: ###-###-#### Monday-Friday 7:00 am-4:00 pm Mountain time.   Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.    Sincerely,   [redacted] Frontier Airlines Central Baggage Specialist

08/03/2016 08:43 AM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Frontier Airlines is refunding the air fare separately and have requested a check request $1426.50 for your expenses.   Thank...

you for your patience.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Please accept my apology for any misunderstanding when contacting our...

reservations department to make a change to your flight. Any fees associated with a change must be paid for at the time of the change and cannot be held and paid for at a later time. Notes in your reservation state that 12 minutes after calling the first time agents advised flights cannot be held and once advised as such passenger [redacted] up.
The return flight was marked no show and therefore not able to be used as credit. I have issued a voucher in the full amount of the return flight of $199.00 waiving the change fee. This is valid one year from the date of issue as the credit would have been. Respectfully, we would not reimburse your other airline cost.
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: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by May 29, 2016, but your travel date may be as far out as Frontier's schedule allows.
We look forward to welcoming you aboard a future Frontier Airlines flight.
Kindly,
[redacted]
Customer Service
Frontier Airlines
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** responsible for payment of any difference between the value of the certificate and the value of the ticket.
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased.
-Valid until May 29, 2016 date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash
Other conditions may apply.