Frontier Airlines, Inc.

Initial Business Response /* (1000, 6, 2015/08/21) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
According to our records your reimbursement check was requested on [redacted] We would...

expect you to have received it by now. [redacted] has requested an update from our Accounting department. As soon as we receive any information from them, we will let you know.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 16, 2015/09/29) */
I finally received one check for the amount of $2,033.94 but they are still supposed to send another check for $264.84. I am not sure why they could not send one check but now I am forced to continue the extremely difficult process of obtaining the final balance as stated above. I have had no further communication since the first check was issued. At that time, they did acknowledge that they still needed to issue the final check for the above stated amount. I attempted to contact them via e-mail as all past communications were sent and today I received a reply that the email address is no longer active and they gave me another address of flyfrontier.com/customerrelations which is not valid. Contacting Frontier via phone is nearly impossible as customer service is unable to assist me and then when they transfer the call, I have been disconnected after 30 minutes of pleading my case. I am extremely frustrated at this point.
Once again I am requesting your assistance in obtaining my final check. Your assistance thus far has been WONDERFUL. It wasn't until I involved the Revdex.com that I was able to start the reimbursement process.
Final Business Response /* (4000, 18, 2015/10/11) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Not having any agreements with other carriers is an uncharted way of conducting business for Frontier. As our policies for assisting passengers who are displaced have evolved, the email address previously provided is not monitored like before. While flyfrontier.com/customerrelations is not an email address, it is a page on our website that gives passengers the opportunity to email our Customer Relations department.
I understand your frustration that we were not able to provide you any new information for an extended period of time. Please know the [redacted] was doing a lot behind the scenes to determine the status of your check, and she personally wrote the one you received. She emailed me afterwards acknowledging that after going to all that trouble she did not include the additional amount we had promised. [redacted] immediately submitted a request for the remainder. We only wanted to give you accurate information, and sincerely regret that we couldn't provide it in a more timely manner. Please know that this situation had been escalated through a number of different channels and has been given a lot of attention since July. We truly appreciate your patience and want you to know that fixing this was high priority from the beginning.
I hope that you have received your additional check by now. Please keep me informed when you do so that we will know when to close out your case.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 25, 2015/11/02) */
I am notifying you to report that after 5 months I have finally received full reimbursement of over $3,000 from Frontier Airlines. I cannot thank you enough. I had been battling Frontier for months and was getting nowhere until I involved the Revdex.com. Thank you for doing what you do best, support the consumer!!!!

11/18/2016 10:44 AM   Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com. Unfortunately The Perks is non-refundable. I truly am sorry for the inconvenience caused.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Response Email   08/17/2017 12:44 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We Hear You I understand that you had cancelled your flight and were looking for the cost of that flight to...

be refunded, a total refund of $164.40. The only way we are able to offer a refund for flights is when they are cancelled within 24-hours of the original booking date or if the 'Works' bundle is purchased with the reservation and the flight is cancelled at least 24-hours before the departure time.   With that being said your reservation did not qualify for a refund, only a Frontier credit. As a customer service gesture the $99 cancellation fee was waived and you received a credit for the total cost of the reservation.   There is no documentation that a full refund was promised to you, and we would be unable to honor that refund request.   We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:the additional fees incurred for last minute adjustments to my travel arrangements total over $600.00. I will not accep at $25 voucher as grounds for rectifying the poor and inconsiderate service received by Frontier. It's either more will be done or the complaint will stand.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/13) */
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 inconvenience you experienced. If you could please...

forward the reservation code we can review in detail. The code should be a series of numbers and letters.
I appreciate your patience and look forward to your response.
Sincerely,
[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.)
You asked for reservation code & I sent it to you. The confirmation code is [redacted] There has not been any resolution to my complaint! I am still out the $1407.31 additional for the 2 flights. All I've gotten is an apology!!!
Final Business Response /* (4000, 10, 2015/08/30) */
Dear Ms. [redacted],
Thank you for your response.
I have spoken with our agent that is handling the cancelled flight reimbursements. If you would please forward to me or her the letter you received and the mailing address she will request the authorized reimbursement. Other airline reimbursement is capped at $400.00 per person. Any compensation, reimbursement or refund is per flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/20) */
Dear Ms. [redacted],
Frontier Airlines is in receipt of your letter from the Revdex.com, and we appreciate the opportunity to address your concerns.

Frontier would like to offer our sincere apology with your daughter's difficulty...

in receiving assistance with her interim reimbursement. We have filed a formal complaint on her behalf with the customer service management team.
We currently have no record of receiving your daughter's interim expense receipts at our office.
If this issue is still unresolved, those can be scanned and e-mailed to us at: [redacted]

Please include a short note requesting reimbursement, your claim reference, MSPFXXXXXXXXX , a good contact number and your permanent address so they know where to send the check.

Once your receipts have been received, we will forward your interim request to the station for follow-up with you.
You may also reach the Minneapolis Baggage Service office directly at XXX-XXX-XXXX, with any inquiries regarding the interim expense reimbursement.
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.
Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.
Sincerely,

[redacted]
Central Baggage Services
P: XXX-XXX-XXXX
E: [redacted]
FlyFrontier.com
XXXXXXXXX*

Response Email   08/27/2017 04:38 PM Hello [redacted], Thank you for your patience. I tried to pull the call but I guess our system was down that day. Due to our technological error I have issued a refund in the amount of $XXX.XX to your [redacted] ending in XXXX. Please allow 4-6 days for the...

funds to post to your account. Thank you for choosing Frontier. Best Wishes, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/11/13) */
Dear Ms. [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 about flight vouchers. If a flight is delayed due to...

controllable delays such as maintenance, crew, etc....Frontier does provide compensation vouchers. If a flight is delayed due to uncontrollable delays such as ATC (Air Traffic Control), weather, etc..... Frontier does not provide vouchers.
Our operations report show flight [redacted] on November 6, Denver to Austin was an uncontrolled delayed caused by Air Traffic Control.
I'm sorry we're unable to honor your request.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/03) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
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. It is never our intention to disappoint passengers.
During times when we are experiencing delays or cancellations due to weather related issues and Air Traffic control, Frontier Airlines allows passengers to make changes to their reservation without certain penalties. We do not compensate passengers during weather-related delays or cancellations for hotel or parking fees, as weather is something that we are unable to control.
Please accept our sincere apology in which we are unable to grant your request for a refund . I'm sorry for any frustration this may have caused you and your son.
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],

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

I have sent an email to our central baggage department to see if they have received your son's booster seat. Once I receive an email...

from them I will follow up with you.

Thank you for your patience.

Regards,

[redacted]
Customer Relations
Frontier Airlines

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Your Phone Experience Here at Frontier, we strive to train our customer service department to be as substantive and empathetic as possible.  It...

is our goal to respond to passengers in a way that is personable and conversational to ensure our customers that we truly value them. Our apologies that this was not your experience! However, we appreciate you sharing your thoughts so we can target areas in which we can improve.   Your Website Experience Our Tech Team works hard to ensure our website is user-friendly and provides an efficient way for our passengers to book flights.  I have logged your concerns which will be reviewed by our Tech Team for the future as well.    Cancellation Policy In the event of a voluntary cancellation, we charge a $99 cancel fee and refund the remaining amount in the form of a credit. The reasoning behind such fee is the opportunity cost of a ticket is withheld when a passenger reserves a spot on the plane. This fee is put in place to prevent our planes from flying with empty seats.   However, I can fully understand your frustrations! Yet, it is important for us to remain consistent with our policy to ensure our passengers are treated fairly.   We truly appreciate your feedback and you taking the time out of your day to let us know your thoughts! We view this feedback much like little "golden nuggets" of opportunity to better our business. Thank you for your time, and we hope that you will choose to fly with us again in the near future. Have a wonderful day, [redacted]! Kindly, [redacted] Customer Relations Specialist Frontier AirlinesTell us why here...

01/02/2017 11:17 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We Value Your Business I see that you were charged $25 dollars instead of our standard $99 Same Day Fee. As a one time...

customer service gesture, I have refunded you the $25 Same Day Fee we charged you. Please allow 4-6 business days for the charge to show up on your bank statement.   Please know that we do value you as a customer. In an effort to make things right, I have issued you a Frontier voucher in the amount of $25 to use towards future Frontier travel. Your voucher expires on April 2nd,2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Our policy will not allow me to refund for flown travel. I am sorry for the inconvenience. Please see below for further redemption details. [redacted]   Thank you again for contacting us about your recent experience. I recognize my response to you does not change the 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.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

08/17/2016 03:00 PM Dear [redacted]
* We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please accept our sincere apology for the delay of your checked baggage when you traveled with us on July 13th, 2016, from...

Chicago, IL to Punta Cuna.   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. Per our conversation today, the bag was restored to you 2 days after you arrived Punta Cuna.   As a discussed, we have requested a refund of the bag fee paid which was $40.00. This bag fee refund will be credited back to the original form of payment. Please allow 7 days for processing. This refund is the final resolution to your complaint.   If we can be of further assistance, please don't hesitate to contact us via email at: [redacted], or by calling: ###-###-#### Monday-Friday 8:00am-5:00pm 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

I am rejecting this response because: the representative never apologized nor explained.  And their credit was convoluted and inadequate.  My neck hurt for days due to smaller seat, cramped area and windows vs. what I paid for.  All around a poor experience and attempt at resolution. 
Sincerely,
[redacted]

01/01/2017 09:29 AM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We are sorry you had to cancel your flight with us. We unfortunately are not able to refund your your flight. The cancellation fee of $99...

per passenger, and receiving the rest of the ticket amount in a credit is something that you agreed when you purchased your flight. You can see all of our policy's on our website. I would also encourage you to look at our Contract of Carriage everything is explained to passenger about the cancellation of the flights. We apologize for any inconvenience. The credit will be available for you to use for the next 90 days.   Kindly, [redacted] Customer Service Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns,
I am sorry you and your wife were unable to make your flight. We do recommend...

passengers [redacted] 2 hours prior to departure as you must have your boarding pass ** hand and any bags dropped by the ** minute cutoff even if you've checked in online. [redacted] do assist passengers ** a first come first serve basis.
The [redacted] fare purchased is a non refundable fare, If you are unable to take the flight the credit is left open for you to use one year from the [redacted] date of issue. You would be charged the change fee and any fare difference when rebooking. We regret any misunderstanding regarding your non refundable fare. You can view our travel policies at the link below.
[redacted].XXXXXXXX.XXXXXXXXX.XXXXXXXXXX
I understand that you are dissatisfied with this outcome, however it is important we remain consistent with our policies to be fair to all customers.
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
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that it is the business' policy to not issue a refund in this case, however, we were promised a refund by the agent at the check-in counter because of how awfully we were treated by [redacted] staff that morning.
Final Consumer Response /* (2000, 11, 2015/08/03) */
Frontier has given us a credit for the flight and waved the change fee. This isn't what we were initially seeking, but we will accept this, and this case can be closed. Thank you.

Complaint: [redacted]
I am rejecting this response because: I never received a call on Monday, 3/14 and was never given a number to contact them.
Sincerely,
[redacted]

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.
Please accept my apology for any inconvenience you experienced when checking in for...

your flight. If you could please forward the reservation code we can review and respond.
Thank you for your patience and I look forward to your response.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   12/02/2017 12:11 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Information NeededI’m trying to do more research on the situation you described. Can you...

please give me your daughters 6 digit, reservation confirmation code? It's usually a combination of alpha and numeric characters. This would be very helpful.   Talk To You Soon I look forward to helping you resolve this situation in a timely manner.   Kindly,  Customer Relations SpecialistFrontier Airlines

Response Email   08/31/2017 02:31 PM Dear [redacted],   We have received your complaint that you sent to the Revdex.com regarding your missed flight on August 7, 2017 from [redacted] - flight [redacted].   I'm sorry that you were not allowed to board the plane upon...

arriving at the gate 13 minutes prior to departure of the aircraft.  Our Contract of Carriage, which is a legal and binding document that covers passenger rights for every passenger that travels on Frontier states that -  Availability for Boarding - Tickets and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least 15 minutes prior to scheduled departure.   Low fares and on-time performance are key to Frontier's success.  It is never our intent to inconvenience any customer.  I'm sorry that happened to you.  Rudeness by an agent is never tolerable and I will be reaching out to the station management team in [redacted] in regards to this agents actions.   I see where you are asking for compensation for this flight.  I'm sorry, but since you flew on August 9, 2017, a refund is not possible.  I do see where you both were issued a $50 travel voucher as a customer service gesture.  I hope you are able to use them to give us another chance.   I wish you all the best.   Kindly,    Customer Relations