Frontier Airlines, Inc.

06/15/2017 06:52 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for letting me know about your flight from [redacted] to [redacted] on June 4th. I'm sorry there was a misunderstanding with...

the cancellation of one of your flights.   Our Apologies I'm sorry that there was a misunderstanding between you and our Reservations agent on the cancellation of your reservation. I understand you only wanted your outbound flight cancelled, but instead the whole reservation was cancelled. I can see how that can be frustrating, and I apologize that happened to you.   Reimbursement I see that you are looking for a refund in the amount of $294.20 for the flight  from [redacted] to [redacted]. Unfortunately, since you did take that flight we are unable to reimburse flown airfare. I did see the original outbound flight you purchased was $178.40 and after our agent cancelled the trip you rebooked with a new fare of $294.40. I would like to go ahead a refund you the fare difference of $116.   If you could provide me an address of where I can send the reimbursement check to, I can get the process of reimbursement going for you.   Customer Care I took a look at your reservation and saw that the $99 cancellation fee was refunded to your [redacted] ending in [redacted]. It also looks like you were issued a credit in the amount of $257.40, which is under your last name on the reservation [redacted]. I saw you were able to use that credit, and I'm glad that was able to work for you.   What I Can Do It's important for us to keep good relationships with customers like you. In an effort to prove we can do better, you were issued a $50 voucher ([redacted]) to use as a discount on a future Frontier flight. Your voucher expires on September 12th, 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 SoonI apologize again for your past experience, and 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,[redacted]s

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, 5, 2015/06/17) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We sincerely apologize for any items that were missing from your luggage when you...

arrived in Ft. Myers on May 19th. Our Central Baggage Supervisor has reached out to you on both phone numbers she could locate for you without success. Please call us back at your earliest convenience at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
We look forward to assisting you resolve your baggage issue.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

06/01/2016 12:34 PMHello [redacted],   Thank you for providing feedback on your recent experience with Frontier Airlines through the Revdex.com.   We hear you! I can imagine how frustrating and humiliating it must have been for you to have been removed from the flight from Omaha to Denver. We strive...

to provide an excellent experience for all of our passengers and I'm really sorry that we fell short this time.   Safety is Our Priority As a standard of operation on most airlines passengers are asked to stay seated from the time the plane starts moving until the captain deems it safe for everyone to unbuckle. While one of our top goals is to provide a safe and enjoyable experience for all, our flight attendants do have the right to feel safe while they are working and remove passengers at their discretion.   Our Regrets My research shows that we did refund your Visa in the amount of $260.52. In a normal situation, passengers that are removed from flights don't receive a refund, as ticket purchases are non-refundable. The remaining $99 is the cost of ticket cancellation and is non-refundable. I really understand that you are upset with us and realize this isn't the answer you were hoping for. In fairness to all our passengers, I am unable to compensate you further.   Customer input allows us to continually improve. Thank you again for providing feedback on your recent experience with Frontier.   Regards,   [redacted] Customer Relations Frontier Airlines

05/31/2016 04:41 PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.The previous email sent to you on May 29, 2016 is as follows:    Please accept my apology for any inconvenience our schedule change...

has caused your party. We understand that it can create unwanted issues for some of our customers and I would like to take the opportunity to explain why it occurred.Now more than ever at Frontier, we are committed to ensuring a good customer experience, with on-time flights and reliable service. In an effort to accomplish this, we must make difficult decisions such as changing our schedules.By ensuring sufficient time is provided both on the ground and in the air, these changes are helping us to achieve the best on-time performance in our airline’s history.As a customer service gesture for the inconvenience, I have refunded your tickets in full in the amount of $294.I recognize that this does not change your experience with respect to this schedule change, but I hope that you will choose to fly with us again.Respectfully,
[redacted]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

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]

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

Initial Business Response /* (1000, 6, 2015/10/11) */
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 the unsatisfactory service that you...

experienced during check-in at our Atlanta station on September 18. We understand your concern and appreciate receiving your comments. It is through customer feedback such as yours, that we are able to continually improve the quality of our service.
I apologize if you felt disrespected by any comments our agents made, all our passengers [redacted] be treated with respect and dignity. We must be consistent with our policy to be fare to all our passengers. Your comments will be forwarded onto our Atlanta station manager.

Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
According to our records your group had a 4:18 departure and all passengers should have been checked in by 3:33 for our 45 minute cut off, all passengers after that time should not have been checked in. [redacted] checked in at 3:21, [redacted] checked in at 3:30, you and [redacted] checked in at 3:37, which was past the 45 minute cut off. [redacted] (4:08) and [redacted] (4:07) made it to the gate on time to board but they choose not to board and waited for you and [redacted] at which time the doors closed at 4:08, 10 minutes before departure. Our records indicate you were late for check in at the ticket counter as well as the gate.
Once the doors are closed they are no reopened, passengers do not understand what goes on behind the scene once the doors are closed. There is a weight and balance of the aircraft that goes on, there is required paper work that must be completed and sent to FAA and so much more. Once the Captain has all the information he needs, he inputs it into the computer. If everything checks out ok, the plane must take-off.
Here is a link from our web site referring to ticket counter and gate cut off: http://content.flyfrontier.com/manage-travel/online-check-in
CHECK-IN CUTOFF
WE DON'T WANT YOU TO MISS YOUR FLIGHT!
You must have your printed boarding pass in hand and have any baggage checked in by the following cutoff times:
45 minutes before your departure for domestic flights
60 minutes before departure for international flights
These times are very important if you want to make your flight. If you haven't already checked in online, you must be in line to check in at least 2 hours prior to departure to ensure you are checked-in with a boarding pass in hand no later than 45 minutes prior to your flight's departure.
Please be at the gate and ready to board no later than 30 minutes before departure. 10 minutes before departure you may lose your spots on the plane.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
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.

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

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

Initial Business Response /* (1000, 4, 2015/07/12) */
Dear Mr. [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 and your [redacted] experienced when...

arriving at the ticket counter in Austin. We recommend passengers [redacted] hours before scheduled departure, as Frontier has a strict ** minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes ** check in baggage. In reviewing your reservation history it appears your kiosk time stamps for check in was at [redacted] which is after the ** minute cut-off for the [redacted] flight. If a flight is missed, you are offered the next Frontier flight with open seats. A fee ($[redacted]) is then collected based on ticket type.
Respectfully, a refund would not be provided for the late check in. The credit has been left open for you to use one year from the [redacted], 2015 date of issue. Any applicable change fee and fare difference would apply. You do not have to travel by that day just make a new reservation using the credit. Our reservations department can assist with bookings at XXX-XXX-XXXX XX/7 or you can do so online under the "My Trip" tab at www.FlyFrontier.com.
I'm sorry you were unable to make your flight. We hope to have the opportunity to serve you on future Frontier Airlines flights under better circumstances.
Kindly,
[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

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, 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*

01/20/2017 10:59 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the delay of your checked bag..  We will be happy to address your concerns with you.  I have...

left a message on your voice mail. If you can please give me a call between the hours of 7:00 am - 3:30 pm mountain time that would be appreciated.   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

08/12/2016 05:59 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We regret that you are not able to take your flight as planned since your surgeon is no longer practicing.   When a customer...

books a flight on our website we offer travel insurance, the customer can either choose either yes or no. If the customer chooses to pay for the travel insurance it is agreed that they have read and understood the Domestic Description of Coverage.   Please know that the insurance you pay for is a third party and not affiliated with Frontier Airlines.   Frontier does provide The Works ticket which is fully refundable ticket as long as it is cancelled before the flight departure.   We did not receive your confirmation code, city pairs or dates of travel so I am unable to locate your reservation. If you can provide me with some form of documentation that your surgery was cancelled along with your confirmation code, I will review your request for a refund of your flight.   Sincerely,   [redacted] Customer Relations Specialist Frontier 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

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]