Frontier Airlines, Inc.

Dear Mr. [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We have already addressed these issues at length. We regret that you might not understand the logic behind some of our policies, but as employees we are bound to them. If your congressman contacts us, we will be more than happy to supply all of our previous correspondences with you to him.Kind regards,[redacted]Customer Relations SpecialistFrontier Airlines

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

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

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]

[redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I have reached out to our Loyalty and Partnerships Coordinator for assistance in resolving this issue for you. You are in good hands, I promise. Hopefully we will...

have an update for you very soon. Thank you for your patience. 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

[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

Final Consumer Response /* (2000, 5, 2015/07/07) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Monday, July 06, 2015 2:39 PM
To: Revdex.com Info
Subject: Case XXXXXXXX
Please cancel complaint.
I have been reimbursed today.
Thank you,
[redacted]
Case...

#XXXXXXXX

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

03/17/2017 08:09 AM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our RegretsWe are unable to honor your request for a refund as you used the services you purchased. Once a flight departs, passengers may...

choose to upgrade to our Stretch seats by paying for the upgrade. Your description of the flight attendant not asking the passengers to pay for the upgrade is concerning and will be reviewed internally.   We Hear You! While we're unable to provide a refund for any portion of your fare that was used, we have issued a voucher in the amount of $25 to each passenger in your party. Your vouchers expire on June 8th, 2017, 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. Your Feedback MattersYou are a valued customer of Frontier Airlines and we appreciate your continued support. We hope to welcome you onboard a future Frontier Airlines flight.Kindly,[redacted]
[redacted]

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

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

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

Complaint: [redacted]
I am rejecting this response because:I spent a lot of money on brand new clothes for them only to be damaged on the flight. I feel that Frontier should take more responsibility for the personal items of their customers. I am very disappointed that my clothes were damaged before I could take the price tag off. My vacation wasn’t as enjoyable due to this incident. It might not mean much to them but I don’t shop very often so for me to spend that much money on clothes and for them to be damage was a major disappointment. 
Sincerely,
[redacted]

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

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]

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting Frontier Airlines Customer Relations and for letting me know about your recent experience on January 8th when traveling...

from Las Vegas to St. Louis.   Our ApologiesI'm sorry to hear that your experience wasn't as expected. Your description of the interaction you had with our staff member is concerning and I can only assure you this is not the type of service we strive to provide.  I understand that you were going through a delay and this just made the experience worse and this situation could have been handled better.Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.   Flights that have been flown are not eligible for a refund despite any delay that may have occurred. We regret any misunderstanding surrounding this policy.   While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses, your $200 voucher is still going to be in our system just in case you decide to use it and will be available redeem until  04/07/18.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,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/08/20) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry for the difficulty when attempting to make a reservation with your card. I...

can see that you did make 3 reservations with only one being accepted. As a customer service gesture a refund has been requested. This will credit back to the card used for payment within 7 business days but may take up to 2 billing cycles to appear on your statement.
We look forward to welcoming you aboard a future [redacted] flight.
Kindly,
[redacted]
Customer Service
[redacted]

3/01/2016 03:01 PM Dear Ms. [redacted],  We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.When our customers book travel with a travel or booking agency, like you did when you purchased our fare from [redacted], the price...

quote they receive is provided by the agency, not by Frontier Airlines' personnel. We've verified that [redacted] issued tickets for 4 passengers, totaling $1.786.00. We've emailed a your receipt for under separate cover. Additionally, we've attached a copy of your receipt to this reply. Passengers who cancel their ticket within 24 hours of booking may request a full refund. We regret that the terms of the fare you purchased through [redacted] do not qualify for a refund at this time. The Economy fare you purchased from [redacted] is subject to its terms and do not include carry-on or checked bags. Fees are lowest when they are purchased in advance and apply for each direction of travel. Please see the link below for more information about baggage options. https://www.flyfrontier.com/travel-information/baggage/ If you have additional concerns related to the reservation you booked directly with [redacted], please contact them directly at ###-###-####. Sincerely, [redacted] Frontier Airlines Customer Relations

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...