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Frontier Airlines, Inc.

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Reviews Frontier Airlines, Inc.

Frontier Airlines, Inc. Reviews (1856)

11/09/2016 06:21 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Cancellation Policy  In regards to your request, our policy states that we charge $99 per person for cancellations. That would...

explain the $198 you were told about.  For more information on canceling your flight I would advise you to view our website at Frontier Airlines Cancellations. As you can see here, since your reservation total cost was $96.20 there would be no residual value.   I apologize about any inconveniences, however, in fairness to all customers, it is important for us to remain consistent.   Sincerely,   [redacted] 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

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]

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

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]

02/03/2017 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

[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...

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

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

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

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

Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to respond.   I have reviewed your reservation [redacted] and it appears your were able to cancel your reservation and receive a full refund for $615.20. I apologize for the inconvenience of the schedule change.   If you have any additional concerns please let us know. We hope to welcome you on board in the future.   Regards,    [redacted]
[redacted]

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

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

[redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am working with our EarlyReturns department to understand why your account is not displaying your previous segments. If your status should have been upgraded, we will...

fix that and revisit the $75 fee as well. Reservation [redacted] does not have any seat fees in it. If you can remember the approximate travel dates, it will help find the issue. Thank you for your continued patience while we work to resolve the issue. Kind regards, [redacted]Customer Relations Specialist Frontier Airlines

09/29/2016 01:39 PM [redacted],We have received your emails to Frontier, your original Revdex.com complaint 9-15-16, your first Revdex.com rebuttal 9-23-16, and your latest Revdex.com rebuttal 9-28-16. We cannot refund money for missed flights. Vouchers are Frontier's only means of providing compensation, which was issued to you as a customer service gesture due to your description of the treatment you received when you missed your flight. The voucher you were issued was also extended past our standard 90 day expiration policy, out to 6 months as an additional gesture of apology. You have received the maximum recompense we can provide for this matter. The $50 voucher ([redacted]) in your name will remain in our system until it expires on March 27, 2016. Please understand that the previous responses sent to you, as well as this correspondence, represents the final resolution for this concern. Kindly, [redacted]Frontier Airlines Leadership

06/06/2016 12:09 PM [redacted],   Thank you for writing to our CEO Barry Biffle. He has asked that I respond directly to you.   Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced what you did. I also know that you expect to...

get where you're going safely. It's never our intent to disappoint or inconvenience our passengers.   I am sorry you are unhappy with the resolution [redacted] has provided. I understand you found another way to depart however, we are unable to provide reimbursement for the cost you have requested.  [redacted] has made exceptions to both the amount and date of expiration to your vouchers.   Your business is very important to us.  We hope to have the opportunity to restore your confidence in our service onboard a future flight.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines  05/05/2016 01:30 PM [redacted],   We're committed to providing our guests a better travel experience and are sorry we did not provide the level of service necessary to fulfill that commitment.   As per our phone conversation I advised you I will extend the voucher expiration dates to one year, remove the name restrictions in case you with to give your voucher to someone else and as a goodwill gesture the vouchers have been increased to $250.00 each. 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: 20116686625500001, 20116675763400001, 20116674551300002   These vouchers must be redeemed by May 6, 2017, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's 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.Kindly,[redacted]Frontier AirlinesCustomer Relations

Hello [redacted] I understand your disappointment that you were unable to travel as planned from [redacted] on December 31. I'm sorry about how this situation affected your family. While our agents are required to enforce our published carry-on limits and fees, we expect them to remain professional and...

I'm sorry that wasn't your experience. Frontier 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 for delivering a consistently high level of service to our customers. I'm very sorry if this was not your experience.Based 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.I've verified that you used an airport kiosk for check-in on the 27th and that you used our web-site for check-in on December 31. On both of those occasions we provided details related to carry-on and personal item limits and you were required to acknowledge that you had read and understood that information before continuing to the check-in process and boarding pass print. Additionally, when you purchased our Economy fare from a travel or booking agent, you were required to agree to the terms of the operating carrier. Most travel and booking agencies provide a chart that includes baggage details, along with a link to the airlines' website. I'm sorry yours didn't. While we're unable to provide compensation in this situation, I've verified that refund of your unused fare and fee has been processed to your original form of payment. Kindly, [redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2016/01/05) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

This has been escalated to our Early Returns manager and an email has been sent to...

our Early Returns Manager and we are awaiting a reply.

As soon as I receive a reply I will follow up with you.

Regards,

[redacted]
Customer Relations
Frontier Airlines
Complaint Response Date bumped because: Data Base Migration
Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Frontier refunded the disputed milage to my account.

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

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Address: 7001 Tower Rd., Denver, Colorado, United States, 80249

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