Frontier Airlines, Inc.

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]

Complaint: [redacted]
I am rejecting this response because: Even though I appreciate the refund being granted, I do not appreciate the overall message of the response.  I read this feedback as simply, here is your money but we still don't believe you.  I submitted the proof as requested by Frontier (screenshot of my bank statement showing the charge on 2/18/16 and then the 3 duplicate charges from a few days ago.)  Along the way I have completed everything that was asked of me.  I was also furious when I attempted to call in on Friday and was advised that there is nobody that I can speak to from the In-Flight Services area and that email was my only form of communication.  In this day and age of identity theft and the need of secure transactions I find it terrifying that my information was basically sitting in a repair shop waiting for a handheld device to be serviced.  Merchants have a responsibility to charge their customers within 60 days of doing business.  I was charged almost 365 days to the date and nobody seemed to care.  This was evident when I replied to the request for proof that I had previously paid for the service.  In that reply I told Frontier they could cancel that measly little voucher for travel that wont get me anywhere and again discussed how I felt unsecure about my personal information sitting on a device waiting for repair.  Instead of replying to the proof I submitted, [redacted], replied by addressing the voucher, telling me that it is still valid and I can go ahead and use it.  I have no desire to you use your voucher or your airline.  If I asked for something, received that something, my next response would be to that something.  There was no mention at all about the proof I submitted.  If you still needed time to research that would have been fine.  [redacted] could have simply stated, Thank you for submitting the requested information.  We need more time to research the transactions and determine a final resolution.  In the meantime, and then go into the spiel about the voucher.  But that didn't happen, which is why I needed to bring in the Revdex.com, because I felt it would be the only way for me to get through to you guys that this is a duplicate charge.  Wouldn't you know it worked. So I do accept the refund, I just don't accept anything else from Frontier about this situation. 
Sincerely,
[redacted]

08/21/2016 03:17 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.  Your Reservation I'm very sorry to hear about your recent travel experience with us. I see that you selected to sit in...

stretch seats in row one of the aircraft on May 17th. Our records indicate that on August 3rd at 8:30pm eastern time, someone on the itinerary went and assigned everyone seats, 40B for you, 40A for [redacted], and 39F for [redacted]. As you mentioned, you were then moved to seat 8F by one of our reservations agents after calling in. Shortly after calling in, you were moved again to seat 2B, which is a stretch seat.   Our records indicate that your party boarded the aircraft and [redacted] had seat 40E, you had 2B, and [redacted] had 40F. I apologize that you did not sit in the stretch seat that you desired. Since you did not sit in the seat that you paid for, you are due a refund in the amount of $45. Payment records show that a refund of $16 was issued to your card ending in 3621 on August 3rd. The residual amount that you are due, $29, has been refunded to the same card. Please allow five to seven business days for the money to arrive in your account.   Seats When customers do not want to pay to select a seat, they will be assigned one when they check in for their flight. We try to keep parties together, but the only way to ensure that your party is seated together is to purchase seats before departure either online or during the check-in process. I apologize that your party was split up on your flights.   Arrival I see that your flight from Orlando arrived in Denver at 11:18, as you mentioned. After a wait of 27 minutes, the aircraft arrived at the gate. I apologize for the unexpected delay in Denver and for the wait for baggage.   Compensation As a gesture of apology for the overall experience your party has been issued $25 vouchers. Please note that these vouchers must be redeemed by November 18th, 2016, but travel may commence as far out as our schedule allows. [redacted] Once again, I sincerely apologize for your overall travel experience with us. We hope to welcome you all on a future Frontier flight again soon.   Respectfully,   [redacted] Customer Relations Frontier Airlines

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

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

06/07/2016 08:17 AM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am sorry for the inconvenience that the delay caused you and Ronald when traveling with us on May 28th from Cincinnati. My...

research indicates that flight 1155 was delayed due to weather.As you can imagine, flight irregularities can be very challenging. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.   Although I am extremely disappointed that the flight irregularity impacted you negatively, I am unable to refund a ticket that was used. As is the case with all uncontrollable delays and cancellations, we are unable to assume liability for additional incidental or travel-related expenses.   My research shows your tickets were purchased with [redacted] and I reviewed their website. When selecting the flight with Frontier Airlines the page will populate and on the right hand side [redacted] provides the customer "Important Flight Information". This information provides the customer Frontier's fare rules and advises that there is an additional charge for the following items, which include advance seat assignments. I'm sorry when booking your flights on [redacted]'s website you missed this information.Your continued support is very important to us. We certainly hope to have the opportunity to restore your confidence in our service.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/14) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records show that Customer Relations Specialist [redacted] has been working to resolve...

your issue. Please review his most recent response dated April 30th.
After review, I have approved your request for a refund of your bag fees in the amount of $60. Please allow 7-10 business days for processing, and 1-2 billing cycles for the money to return back to the original form of payment.
Also I submitted you request for reimbursement for your purchases in the amount of $287.97, it will take 4-6 weeks to process and send your check to your mailing address.
You are a valued customer of Frontier Airlines and we appreciate your continued support. We hope to welcome you onboard a future Frontier Airlines flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive what was promised.
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
After further review of your record it appears that [redacted] was mistaken in some of the information he provided. The only baggage fee collected in your reservation was for $15. A refund for that fee was completed on May 13th. The amount for your interim settlement was actually higher than the total of your qualified expenses, however, we are honoring the sum that said we would provide. I have resubmitted a check request on your behalf in the amount of $287.97. Please allow 3-6 weeks for processing. We apologize for the delay.
Your check will be sent to the following address:
[redacted]
[redacted] NJ XXXXX
If this address is incorrect or needs to be updated, please let us know as soon as possible.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 11, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved 2 of the 3 issues to my satisfaction. The 3rd was reimbursement for my luggage fees which they stated I only paid $15. This is false because to check the bag one way is $30 and I checked it round trip. At this point I'm to tired to continue with emailing them and sending them proof. They promise one thing but then never follow through. I have now learned that with low fares comes horrible service. Lesson well learned.

Tell us why here...Hi [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Please accept my apology for any inconvenience you experienced when contacting us regarding your cancelled reservation. I...

understand your concern with having cancelled. If a flight is cancelled voluntarily online you would be charged any fees associated with making a change. I see however that you did contact us as soon as the error was made and have reinstated the original itinerary and emailed to you. I am sorry this was not done when you contacted us and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. Your comments will be made available to our Reservations leadership team for internal review and training purposes. Thank you for your patience. We look forward to welcoming you on your upcoming flights. Sincerely, Customer Relations AdvocateFrontier Airlines

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

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

[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

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]

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.

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

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a certain...

day and time. Please accept my apology for the inconvenience you experienced with the unexpected disruption on flight 1944 from Ft. Lauderdale on December 18. It's never our intent to disappoint our passengers. I'm sorry you experienced this.   Safety is Our Priority Cancelling flights is a very tough decision that we don’t take lightly. Our goal is to complete all flights and get you to your final destination. We exhaust every option we have before we make the decision to cancel a flight. We faced severe weather across the US, especially in Colorado. Although the weather problem was short, it forced several delays and many cancellations. While we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to be. I apologize for the flight cancellation you experienced.      My research shows that a refund in the amount of $151.20 was issued to your credit card on December 18. It may have taken a few additional days for the refund to post to your card.   Our Regrets While we are unable to assume liability for your ground transportation and other travel related expenses, we hope that the amount that we refunded helps to offset those costs.   What We Can Do In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $200.00 each to use towards future Frontier travel. Your vouchers expire on March 29, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. We emailed voucher details separately.   Come Back Soon Thank you again for providing valuable feedback. I recognize this does not change the time and inconvenience lost, 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] Customer Relations Specialist Frontier 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.)

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, 2015/08/13) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We have reached out to our [redacted] station and requested a detailed account of the...

situation you described. Once we have all the necessary information we will reply to your claim.
We appreciate your patience.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business responded with a $25.00 voucher for our next flight within a year. We can only afford to fly every so often and this wouldn't do us any good. We want at least the amount of a one way flight to Cancun and the amount for the loss of services due to not having luggage. Also health was put in danger because my medication was in my luggage.
Final Business Response /* (4000, 14, 2015/09/15) */
Dear Mr. [redacted],
On September 1st Central Baggage Supervisor [redacted] wrote to you. I have copied her email below.
Dear Mr. and Mrs. [redacted],
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns. We have filed a formal complaint on your behalf with the Customer Service and Inflight Management teams regarding your complaints.
Please accept our sincere apology for the delay of your bag when you traveled with us on July 11th, 2015, from Cincinnati, OH to Cancun, Mexico.
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. Our records indicate that your delayed bag was forwarded to Cancun and delivered to you on the 13th of July, and we would certainly like to apologize for the 2 day bag delay. Your bag was delayed due to a bag belt problem in Cincinnati. The equipment at the Cincinnati airport is owned and maintained by another airline, that tried to rectify the problem as quickly as possible but did cause Frontier to delay several bags for the Cancun flight.
If you have original receipts for interim clothing and toiletry items purchased during the delay, you may scan and email the receipts to [redacted] or mail to the Central Baggage address below, for forwarding to the Cancun Management for review and reimbursement. You may reach our Cancun Baggage Service office directly: XXX-XXX-XXXX, with any inquiries.
Frontier Airlines, Inc.
Attn: Central Baggage Serivce
[redacted] XXXXXX
[redacted] XXXXX
As a customer service gesture, we have provided a $50.00 travel voucher each for [redacted] and [redacted] for a discount on a future Frontier flight.
To redeem your electronic vouchers, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: [redacted] #XXXXXXXXXXXXXXXXX and [redacted] #XXXXXXXXXXXXXXXXX exp 03/01/2016
Please be sure your new ticket matches the name EXACTLY as shown below, or the discount may not be recognized.
Last Name: [redacted]
First Name: [redacted]
Amount: $50.00
Redeem by: 03/01/2016
Last Name: [redacted]
First Name: [redacted]
Amount: $50.00
Redeem by: 03/01/2016
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger is 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 for 6 months from the 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 or STRETCH seating.
-Applied toward baggage fees, change fees, or other charges.
-Combined with any other voucher, promotion, or discount.
-Used with group travel
-Redeemed for cash
Other conditions may apply.
For any questions regarding your certificate or to redeem, please visit www.FlyFrontier.com or contact Frontier 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], or by calling: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time.
At Frontier 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
Frontier Airlines
Best,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not feasible, we will not be able to fly by that deadline. The company caused me health issues, two nights worth of fine dining among a ruined vacation.

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]

09/06/2016 02:37 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Customer Care Please know that it is never our intention to be insensitive to our customers when their travel plans get disrupted;...

unfortunately, we are simply limited in our capacity to supply incidental options to passengers in such situations. Per the letter you were given at the airport, when flights are cancelled, Frontier offers passengers one of two options: a full refund of the ticket price paid to Frontier,                                   or a reimbursement of up to $400 on another airline. Resolution My research shows that you received a partial refund (in line with option 1) and therefore are not considered fully eligible for option 2. However, we wanted to ensure that you still received $400 worth of compensation, and therefore are issuing the reimbursement check of $190.80. I acknowledge that you are requesting special consideration but we provided the maximum amount of compensation based on your situation, and I am respectfully declining your request for an increased amount.  We Appreciate Your Business While I realize this is not the resolution you sought, please remember that you also have a $200 voucher towards future travel as an additional apology from us for this experience. I hope you will take advantage of these vouchers to allow us the opportunity to regain your confidence in our performance. We look forward to serving you better on your next Frontier flight! Sincerely, [redacted] Customer Relations Frontier Airlines