Frontier Airlines, Inc.

12/04/2016 06:12 PM Hello [redacted],   I have received your correspondence from the Revdex.com.   I'm sorry to hear that the refund check has yet to arrive. I checked with accounts payable and they confirmed that the refund has been approved. I can certainly understand your frustration with the...

unusually long wait time and I can assure you this this isn't typical of the high level of customer service that we strive to maintain. The check is coming soon and will certainly be there before your desired settlement date of 12/25.   I've logged and forwarded the unusually long wait time to receive your check for review by our executive management team.     Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Hello [redacted],   Once again I would like to thank you for your correspondence as submitted to the Revdex.com. I appreciate your patience as well as the opportunity to respond.   Safety Is Our Priority At Frontier, we are focused on providing a good experience to our customers...

and I know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reason. My research shows that the flight you were scheduled to take on August 4th was delayed due to instruction by Air Traffic Control. Please accept my apology for the unexpected interruption and any resulting confusion it may have caused.   Check-InI'm sorry to hear how things turned out when you arrived at our check in counter. Frontier has a strict 45 minute cut-off which applies to the originally scheduled flight time. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. I'm really sorry about any misunderstanding you experienced regarding this policy as a result of the flight delay.   We Hear You I understand it's frustrating that our counter agent could not accommodate your request for late check-in, and I regret hearing that we were unable to resolve the issue sooner. We take these types of reports seriously and use them as training opportunities. Please be assured that I have passed on your experience to our leadership team for consideration.   Refunds My records show that we were able to reschedule you without additional fees on a flight from [redacted] to [redacted] at 12:20 AM on August 6th. While I understand you desired a refund, please know we are unable to process refunds for flown travel.   We Want To Win You Back That being said, it is important for us to keep good relationships with customers like you. In an effort to prove we can do better, you and Amanda were both issued $100 vouchers (#xxxxxxxxxxxxxxxx and #xxxxxxxxxxxxxxxx) to use as a discount on a future Frontier flight. These vouchers expire on August 5, 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.   Come Back Soon!We appreciate your feedback as we are always seeking ways to improve as an airline. I apologize again for your past experience, and I hope you will use the discount on your next flight with us. I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one! Regards,   Customer Relations Specialist Frontier Airlines   [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.  •  It’s not redeemable for cash.  •  It must be booked within 1 year from date of issue.        Note: There are no restrictions on travel date.  •  It’s one-time use, meaning there will be no remaining value after redemption.  •  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.  •  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.Tell us why here...

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, 11, 2015/10/14) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our sincere apologies for any damage your stroller and car seat...

sustained when they traveled with us. We followed up with our Atlanta station regarding your situation. They have advised us that they will be reaching out to you and replacing the items.
Please let us know if you have any questions.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We appreciate your feedback and need to gather additional information in order to assist...

you further.
Please reply with the passenger name as it appears in the travel record, the six-digit reservation code, city pairs, and approximate travel dates, and any baggage claim information you might have.
We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

06/15/2016 03:09 PM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand you're flying with us because you have to be somewhere on a certain day and time. That's a reasonable expectation! Please...

accept my apology for the inconvenience you experienced. It's never our intent to disappoint our passengers.   My research shows Frontier flight [redacted] was delayed 6 hours due to a maintenance issue. I understand that delays can be frustrating, but safety is our top concern. Periodically, our flights have to be delayed due to this reason.We are not liable for other travel related expenses and I cannot refund your ticket which was flown. However, As a gesture of apology we provide compensation for the inconvenience. A voucher in the amount of $100 was issued to you, which can be redeemed for future travel on Frontier.   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

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. Although, not everything was reimbursed. 
Sincerely,
[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]

01/04/2017 10:03 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I've reviewed your photos and unfortunately, the damage you are claiming is not covered under Section 17 of our Contract of...

Carriage. Therefore, we will not be able to accommodate your request for compensation and/or repairs to your luggage, [redacted], and [redacted].   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.   Should you have further questions and/or concerns, please feel free to contact Central Baggage at [redacted]. Sincerely, [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]

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We strive to complete schedule changes as far as possible in advance as to allow...

enough time to advise our passengers who have already made reservations for the affected flights. When reservations are made in advance it's possible that multiple schedule changes can occur before the actual travel date.
When we have to change a flight, please know it is because we have exhausted every other option, and that this decision was made as a last resort. Although we always strive to maintain our schedule, there are situations where flights may have to be changed, despite our best efforts. We sincerely apologize for any inconvenience this may have caused.

If the schedule change is unacceptable to the customer we will provide a full refund, just as we did with you. Regrettably, we do not provided additional compensation due to schedule changes. Please review our Contract of Carriage regarding schedule changes at www.Flyfrontier.com.
We hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I recognize Frontier's response, and their willingness to refund my ticket (thank you), it does not satisfy or resolve the issues created
It is mainly the difference in cost from their ticket to another airline. This cost was over $1111.00. I did not request damages, but only what is fair and lost.
It does not satisfy their failing to maintain typically industry standards, and as a result cause significant cost to their customer. Their leaning on an ambiguous term, such as "change" should be future defined. When is a change so significant that it is no longer a change, but a different agreement? The fact that Frontier changed dates should be considered a different agreement. Since no notification was made their lack of action caused significant damages. These damages were in an amount exceeding $1111.00 for the group. There is also a significant amount of time lost, and stress created on relationships and me. I encouraged others to arrange the same flight to Cancun via Frontier. As a result of my trust that Frontier would fulfill their agreed schedule they are out of pocket. They also lost the opportunity to procure a cheaper flight that to this date has not change. For instance the one made by [redacted].
When making a purchase it is not reasonable for Frontier to suggest or expect a customer to plan for a date change. Frontier advertised suggested times and dates to meet a customer's need. The customer then makes decision based on their word and our agreement. The best opportunity to consider and make every effort is before a flight is advertised. Based on the typical purchase exchanges (solicit, offer, accept and consideration) a contract is made. Although their terms may suggest their right to make changes and for the customer to receive a refund it is not reasonable to expect a customer to routinely check back to determine if the original agreed purchase was changed. I came across the change when developing an itinerary for our group of 5. This is not an industry standard or typical. Frontier's efforts to "strive", "exhaust every option" and to say "we sincerely apologize" are nice words, but do not account for their failing to conduct common courtesies, or recognize the devastating feeling, the cost or disappointment when a planned trip no longer includes your favorite restaurant, you spending a few more hours with a loved one that you miss so much, leaving someone alone in a foreign country, the absorbent amount of time spent on planning that now requires more planning etc. In some cases adjustments are made easily and in other cases they are not. More and more companies require multiple calls to first make a request and then a call back for approval or verification that the request was processed.
Their reply does not account for the total 5 hours spent on hold. This is amount of time is not reasonable and something I will never get back.
I believe in fairness and being reasonable, Frontier should have made agreements with another airline to meet the originally agreed schedule, or Frontier should reimburse for the difference between their flight cost and the cost on another airline. In this case the amount would be 1111.00.
Final Business Response /* (4000, 9, 2015/05/25) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com.
I'm sorry that you feel our resolution does not resolve the issue. It is never our intention to disappoint our passengers. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts. We don't provide compensation for schedule changes. However, we sincerely regret any inconvenience this may have caused you.
My records indicate on 4/21/15 we issued a full refund for your reservation to your credit card ending in 3779. If you have not received this refund, please contact your credit card company. We do understand that you are not satisfied with this outcome and your complaint has been filed. However, we must be consistent with our policies to be fair to all passengers.
Thank you for taking the time to share your feedback it has been logged and is available for management review.
We hope to have the opportunity to restore your confidence in our service on a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /[redacted]/
Mr. [redacted],

As promised, I researched the situation of your booking and I appreciate the opportunity to address your concerns.

According to our records, you booked your reservations through Orbitz on June 13, 2015. You selected a...

departure from Washington, Dulles to Denver on June 26, 2015 and returning June 29, 2015.

In researching, you contacted Frontier and changed your flights to depart on June 19, 2015 and returning June 22, 2015.

You chose an Economy fare in the amount of $396.20 in your initial booking. When you changed your flights the fare increased due to the higher fares that applied for the new dates. The change in dates resulted in an additional fare increase of $542.00 for a total cost of $888.20.

We understand there are times when customers need to cancel a reservation and we do have a 24 hour ticket refund policy in line with DOT requirements. We can refund tickets in full if cancelled within 24 hours of booking if the booking is for travel at least 7 days later. However, our policy states if the travel is within 7 days of purchase the 24 hour rule does not apply and tickets will not be refunded. Your purchase was made on June 13th for travel on June 19th which does not meet the 7 day requirement.

As a goodwill gesture, we would like to provide a $200.00 travel voucher which can be used toward the purchase of future Frontier travel. Vouchers can be redeemed on our website or by calling our Reservations Center at XXX-XXXX-FLY (XXX-XXX-XXXX). To redeem your voucher online, visit www.FLYFRONTIER.com and book your flight. On the "Purchase" page, check mark "Voucher", then click "Lookup".

Name: [redacted]
Voucher number: XXXXXXXXXXXXXXXXX
Expires 9/17/15 (this means your travel using the voucher has to be booked by this date)

Full Terms and Conditions are listed below.

In reviewing your purchase I found you were overcharged $25.00 for the external ticketing fee (third party exchange ticketing fee). This fee is a onetime fee per passenger [redacted] you were charged twice in error. We have submitted a refund of the overcharge of $25.00. Please allow 5-7 business days for this to post to the credit card ending in 3443. I sincerely apologize for this error.

Your continued support is very important to us. We hope to have the privilege of serving your future travel needs.

Sincerely,


[redacted]

Frontier Airlines

Still not refunded the $59 that is owed to me.

11/11/2016 04:28 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   MasterCard Promotion Upon application for a Frontier World MasterCard, one can earn 40,000 bonus miles after $500 in...

purchases in the first 90 days. These 40,000 miles can be redeemed toward two round trip flights.   When redeeming these miles, you must to go through the booking process showing "miles" as the transaction currency rather than sales dollars. By changing the view of currency to miles, you can see that different flights are worth different miles, depending on the demands for the flight. Some flights are worth more miles, some flights are worth less.  In your case, the one-way flight from Las Vegas to Cincinnati was worth 20,000 miles per person, amounting to the total reward amount of 40,000 miles.   For further information regarding the rewards and how miles work, click on the link below:   Frontier MasterCard   I am truly sorry for the misunderstanding of our MasterCard rewards. Unfortunately, it is not in our policy to process a refund for your inbound flight from Cincinnati to Las Vegas.  However, I wish you a safe trip, and I hope that this instance does not hinder your future flights with Frontier Airlines.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. I'm sorry for any frustration you had with trying to cancel your reservation and trying to contact us. In you email you stated you tried to...

cancel the next day but couldn't find a 800 number. On the same page you booked your flight, at the bottom of the page there is a link to "Contact us" https://www.flyfrontier.com/contact-us/feedback/ which provides our phone number. You also clicked on the terms and conditions of your ticket which advises of the $99 change fee. https://www.flyfrontier.com/legal/ticket-terms-and-conditions Flight and Ticket Cancellation Except for tickets purchased for travel within 7 days (168 hours), all tickets may be cancelled for a full refund up to 24 hours after the time of purchase. You can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at ###-###-####.If it has been more than 24 hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at ###-###-####. If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased including all tickets sold as Classic Plus tickets, you may visit Flyfrontier.com and either apply the value of your purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of your purchase for use within one year of the transaction date. You may call Frontier Reservations on ###-###-#### to have the full value returned to your purchasing card. Otherwise, your ticket will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99. Economy tickets must be cancelled prior to the departure of a flight in order to retain their value. Failure to show for any flight or cancel a ticket prior to any ticketed flight departure will forfeit the remaining value of the ticket. We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our. However, in fairness to all customers, it is important for us to be consistent when it comes to following policy. We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances. Regards, [redacted] Customer Relations Specialist Frontier Airlines

Dear Ms. [redacted], I have talked to [redacted] and she cannot locate your list of missing items. With that being said, please provide me at [redacted] the following information. 1 – List of items that were missing from your bag, with purchase date and amount paid for...

items. 2 – Please provide receipts for any items that are over $75.00. If you donot have the receipt and they were purchased recently using either a credit card or a debit card, you may want to contact the merchant and provide them with the information off of the statement and they can reprint the receipt for you.  3- Please send in the pictures of the damage that you have for your file. 4 – Items that you have that were damaged due to the makeup – please take to the cleaners and provide a paid receipt to me for reimbursement. As per the contract of carriage that you agreed to when you purchased your ticket, the sunglasses are not covered. I have attached a copy of the portion of the Contract of Carriage for your review.  If you have any questions, feel free to contact me between 7 am and 4 pm (Mountain Time), Monday through Friday. Thank you, [redacted]Central Baggage SupervisorFrontier Airlines Phone: ###-###-####Phone: ###-###-####Email: [redacted]Email: [redacted]

Initial Business Response /* (1000, 4, 2015/07/16) */
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 misunderstanding when canceling your reservation....

Once a reservation is cancelled to reinstate to the same flights all fees would apply. When the new reservation [redacted] was completed email confirmation was sent. This includes all flight details and shows both outbound and return. If any changes need to be made you would need to contact reservations again within 24 hours.
I understand your frustration and the additional worry of your little one not feeling well. I have requested a refund of the original reservation [redacted] for the [redacted] This takes approximately 7 business days and will credit back to the card ending in [redacted]
Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
[redacted] Airlines

01/19/2017 04:12 PMDear Mr. [redacted], A winter  storm occurred which impacted many flights the day you traveled. As a result, you incurred a delay, however several flights were cancelled. I'm sorry that you are disappointed in our response. As previously stated, your flight was delayed three...

hours and fifteen minutes. We do not have agreements with other carriers nor would we transfer to an alternate flight since the delay was still short in nature. Meal vouchers and future flight compensation are not granted when a flight is not within the control of the airline. Safety is our number one priority and we will delay or cancel a flight if it is in the best interest of our passengers and crew. I'm sorry that you were provided mis-information by the airport. We will forward your comments for internal review by the Airport.All details that have been provided to you through this correspondence have been researched thoroughly and management has been spoken with for additional review. We appreciate you taking the time to write. Sincerely,[redacted]Frontier Airlines

01/17/2017 11:53 AM Hello [redacted],Thank you for contacting Frontier Customer Relations. 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 [redacted] from [redacted].Your ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experienced. As per the letter you received, you will be reimbursed up to $400 per person for your alternate airline arrangements, minus any refunds given.Your reimbursement request has been approved in the amount of $800.00. Your reimbursement check will be sent to the address provided: [redacted]. Please allow 4-6 weeks for processing and delivery.Your VouchersPlease know that we do value you as a customer. In an effort to make things right, each member of your party was issued vouchers  in the amount of $200 each to use towards future Frontier travel. Your vouchers expire on April 18, 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. [redacted]        [redacted]
[redacted]        [redacted] Come Back SoonThank 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

03/03/2016 11:07 AM [redacted], We're sorry to hear you had an emergency situation that caused you to cancel your flights. The agents you spoke with when you called are business partners; they do represent Frontier Airlines and follow our ticket policies. Our agent was correct in advising you...

that you are not eligible for a refund of your tickets. You can visit our website at https://www.flyfrontier.com/travel-information/travel-policies/ for more information regarding emergency events. Records show our agents received an acceptable medical waiver and your flights were cancelled and they waive the change fee upon re-booking your flights. If you can provide medical documentation that you are unable to fly before the expiration of your ticket credit we would then review your request to refund your ticket. I understand this may not be the answer you were hoping for and regret any disappointment. Thank you for sharing your concerns. Kind regards, [redacted]Customer Relations SpecialistFrontier Airlines