Frontier Airlines, Inc.

Initial Business Response /* (1000, 11, 2015/10/25) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you sent one email requesting a refund and a reply was sent...

advising you of your voucher and you never replied back.
Please send me a copy of your other airline ticket you purchased to continue onto Cincinnati.
I look forward to your reply.
Regards,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (4200, 16, 2015/11/05) */
I was contacted by Frontier, and they said that their records indicate that I only contacted them one time, which is absolutely false. They asked for a copy of the receipt from the ticket that I had to purchase when I missed my connecting flight, which I sent to them immediately. Now nearly a week has gone by and I have yet to hear back from them.
Final Business Response /* (4000, 21, 2015/12/07) */
Dear Mr. [redacted],
Thank you for sending a copy of your receipt from your US [redacted] ticket you purchased.
I have requested a check in the amount of $307.10 to be sent to [redacted] XXXXX. Please allow up to six weeks, we hope much sooner.
Thank you for your patience while I set this reimbursement up for you.
Regards,
[redacted]
Frontier Airlines

Response Email   10/11/2017 12:57 PM   Hello [redacted],Thank you for your response. Per the Frontier webpage and Contract of Carriage, outside of the 24 hour post-booking time frame, passengers incur a cancellation fee of $99 per passenger. Any remaining amount may be issued to the passenger as a credit shell for future use. The cancellation fee is not a part of the credit shell, however. Accepting the change fee does not merit a refund as well. However, as a customer service gesture, I have refunded the change fees you incurred to your [redacted] ending in XXXX. Please allow 5-7 business days for this to reflect on your account. Please let me know if you have any additional questions or concerns. We hope to welcome you aboard a future Frontier flight! Regards,[redacted]

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records indicate your reservation was made on line. While booking reservations on our web site we have pop ups advising of carry on bag...

fees, checked bag fees as well as seat fees which are all optional. While on the seat page if you scroll to the bottom you can hit continue if you don't have a seat preference. Our web site advises of our fees, the itinerary receipt we send out advises of our fees as well as the reminder that is sent out the day before your flight advises of the fees. You spoke to a supervisor and on January 14 there was a $30 credit added to your reservation. Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused. Regards, [redacted] Customer Relations Specialist Frontier 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.
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

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
Please accept my apology for any confusion regarding the carry-on fee with your...

[redacted] fare. When booking with us you are prompted during the booking process to purchase baggage. This is the next page after you select seats. You can decline and still purchase by accessing your reservation or with online check in. The dimensions are provided with this page as well as the cost of the fee if paid now of if you wait. This is also provided with online check in.
It is important we are consistent with our policies and your comments regarding not being charged on the outbound flight will be forwarded to our [redacted] station management for training purposes. There is a fee to carry-on a bag larger than 14 X 8 X 18. This is the dimension of the free personal item. Respectfully, we would not refund the carry-on fee charged at the gate.
Most all our aircraft are equipped with [redacted] We do not offer WiFi or make any representation that it is available.
In reviewing your reservation it appears the return flight was delayed ** minutes due to earlier [redacted] (air traffic control).
Your business is very important to us. We hope to have the opportunity to serve you onboard a future flight.
Sincerely,
[redacted]
[redacted] Specialist
[redacted] Airlines

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!!!!

Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
It is never on intention to inconvenience our passengers. We, and most other...

airlines, base our overselling on the historical number of seats that have been purchased, but have not been used, for any particular flight. In most cases, overselling a flight does not affect our passengers and ensures that as many seats as possible are filled.
This reservation was made by [redacted] on our web site. While booking a reservation there are pop ups that advise of seat fees and if seats are not purchased you may not be sitting next to your party, so [redacted] had to click past that information so she was advised of the fees.
Our records indicate [redacted] paid $149 per ticket for flights from Denver to Miami for herself, [redacted] and [redacted] Our contract of carriage states if a flight is overbooked we must provide compensation for the passenger four times the amount that was paid. On October 8 she was given a check for three passengers in the amount of $596.00 for each passenger [redacted] X 4=$596.00) and ($596.00 X 3 = $1788.00).
No additional compensation will be provided. Here is a link from our contact of carriage: https://www.flyfrontier.com/legal/contract-of-carriage/
page 21 #19 Denied boarding compensation.
We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to following the guidelines of compensation.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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]

10/08/2016 04:40 PM Hello [redacted],   Thank you for contacting Frontier Airlines Central Baggage Service.  According to our records your bag has already been reunited with you.  If our information is incorrect and the bag is still missing please contact us immediately for...

further assistance at ###-###-####.   We certainly do apologize for your delayed bag.  We have authorized the refund of the $25.00 bag fee you paid to transport your bag.  You will see a $25.00 credit on the credit card used to make the payment. The refund authorization code is [redacted].  Please allow 7 days for processing.   Frontier Airlines apologizes for your delayed property and for any miscommunication to you.  We understand the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances.   If you have any other questions or if you need the contact telephone number or address for the city your claim was filed, please feel free to contact us directly at: ###-###-####.  We are open Monday through Friday 7am - 4pm Mountain time.       [redacted] Frontier Airlines

05/13/2016 12:18 PM [redacted], We have received your correspondence as submitted to the Revdex.com and also the [redacted], and appreciate the opportunity to respond. We recommend passengers arrive 2 hours before schedule departure. Frontier recommends being...

at the gate well ahead of your flight. We will usually begin boarding about 30 to 35 minutes before departure time, so it’s important to be at the gate and ready to board at least 30 minutes prior to scheduled departure. If you are not at the gate by this time, your reservation may be cancelled and you may lose your seats on the plane. The doors close 10 minutes before departure. You stated when you arrived at the gate due to the delay with TSA the doors were closed. The agents acted accordingly in advising you were to late. When a flight is missed, passengers are offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable. When re-accommodation is not acceptable and the passengers take alternate travel we are unable to assume liability for additional incidental or travel-related expenses. Therefore, your request for reimbursement of the other airline tickets you purchased has been denied. Your request for a full refund of the Frontier tickets you purchased has been denied as we do not refund flights that have been taken and your records are documented that you did board the return flight. Your tickets are non-refundable, however as a onetime customer service gesture I have issued you a refund in the amount of $1,346.00. This would include the fare, seat and bag fee for the outbound flight only. Reimbursements are issued in the form of a check and can take up to 7-10 days to receive. The address I have on file is [redacted] We hope to have the opportunity to serve your future travel needs under more pleasant circumstances. Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: I lost one and a half days in a nonrefundable room in San Francisco.  If my flight had not been cancelled or delayed for 10 hours, I would have been in San Francisco.  Someone needs to take liability for this loss and it won't be me.  
Sincerely,
[redacted]

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...

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

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, 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, 7, 2015/08/11) */
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 difficulty you experienced with applying the vouchers you...

received for the delayed flight on April 13, 2015. In reviewing the reservation history I can see that all vouchers have since been redeemed. They have been redeemed in reservation[redacted] except for [redacted] which was redeemed in reservation[redacted]. Vouchers must match the shown on the ticket for the delayed flight.
We have high expectations of our employees and are disappointed with the service you received when speaking with supervisor [redacted]. For training purposes; we have made your comments available to the reservations manager.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 10, 2015/05/18) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
In order to better understand the situation I spoke with an Early Returns Supervisor...

about the specifics of your situation. To date, we have not received a transfer request from [redacted] Without written confirmation from [redacted] that miles were to be transferred to your EarlyReturns account, we have been unable to credit your account.
Since you are no longer want to have this transfer completed, we would suggested that you contact La Quinta with a copy of your email from us and request that they credit the points back to your La Quinta account.
I hope this helps you better understand the process and why you haven't see your miles yet. Please let me know if you have any further questions.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   11/23/2017 07:59 PM   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 regarding your refund request. I am happy to...

address this for you.   Refund In order for me to be able to process a refund for a reservation that has been canceled, the cancellation needs to be within the first 24 hours of the original booking time. I understand that this isnt the answer that you wanted, but unfortunately I cannot issue a refund.   Please let me know if you have any other questions or concerns.   Best,    Customer Relations Specialist Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/18) */
Dear Ms. [redacted],
Thank you for contacting Frontier Airlines Central Baggage Service. This is to acknowledge receipt of your Revdex.com Complaint regarding a baggage issue.
We apologize for the mishandling and delay of your luggage when you...

traveled with Frontier Airlines on April 11th, 2015, St. Louis to Montego Bay, Jamaica. We apologize for the poor customer service you received in getting the bag restored to you quickly and we apologize for the inconvenience you experienced. We have formally filed your concerns and made them available for review by our management.
Our records indicate our Montego Bay office took your report upon arrival and advised you that original receipts for necessary clothing, toiletry, or rental equipment receipts may be submitted for review and reimbursement. The receipts may be mailed to the following address for our International manager to process:
Frontier Airlines, Inc.
Attn: [redacted]
[redacted] XXXXXX
[redacted] XXXXX
Please be advised we are unable to refund flown tickets; however, it is never our intention to inconvenience our passengers and we would like to restore your confidence in our services. As a customer service gesture, we have enclosed instructions to redeem a $100 electronic travel voucher, which will provide a discount on future Frontier Airlines travel. Please see the enclosed attachment for voucher restrictions and redemption instructions.
If you have any further questions, Frontier Airlines Central Baggage Service office may be reached directly, Monday through Friday, 7 AM to 4 PM, MST, on: (XXX) XXX-XXXX, or via email at: [redacted]@flyfrontier.com.
We appreciate your business and we are grateful to you for your feedback. We look forward to serving you on a future flight, under more pleasant circumstances.
Sincerely,

[redacted]
Central Baggage Specialist
Frontier Airlines, Inc.
[redacted]@flyfrontier.com
Initial Consumer Rebuttal /* (3000, 9, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I will address the reimbursement for the out of pocket expenses we incurred amounting to [redacted] Frontier is requesting in their letter above that they want me to submit ORIGINAL receipts in order for them to reimburse me. I have already submitted those ORIGINAL receipts to Frontier in [redacted] along with a claim form. All I have is copies of those receipts because Frontier [redacted] told me they needed the originals. It's been over 4 months and it seem apparent to me that [redacted] isn't going to reimburse me. Now [redacted] is requiring the originals that [redacted] has so it still doesn't look like I'm going to get the reimbursement I was promised on my out of pockets because I can't produce the ORIGINAALS.
Now we'll move on to the measly [redacted] travel voucher. I see this as an insult. We requested a full MONETARY reimbursement for what we paid for our vacation which was totally ruined. Like I stated before we went for the SOLE PURPOSE to SCUBA and couldn't do it because our specialized gear which couldn't be rented or purchased was in the bag that Frontier misrouted and refused to forward to us. We planned and saved for this vacation for an entire year and it cost us [redacted] and we feel we deserve to be reimbursed for that in full. We went on all of our sightseeing excursions the previous year. This vacation was strictly to SCUBA. We couldn't even enjoy any relaxation time on the beach because we were upset and frustrated about our gear being lost and then not forwarded and also making multiple trips a day back and forth from the beach to the office checking on the status of the bag. The vacation was a total disaster and I was in tears every day. A [redacted] travel voucher doesn't even begin to make up for what they put us through. Secondly, [redacted] isn't going to get us anywhere. That's a joke! We'd have to give Frontier, the airline that destroyed our vacation, hundreds or thousands more dollars of our hard-earned money to fly their airline once again and we'd be in fear the whole time of them once again losing our luggage. Why would anyone want to pay to go through that torture??? Another issue is that I am getting ready to start a new job and won't be eligible for a vacation for a year and their pitiful little travel voucher expires in about 6 months (in [redacted] It's totally useless to us even if we wanted to give the airline that put us through so much misery thousands of dollars and our luggage to lose once again.
We normally don't fly non-stop because it's quite a bit more expensive but we decided to treat ourselves this time. We even upgraded to [redacted] version of first class (To The Front). This was the first time we ever flew non-stop and it's also the first time our luggage has ever been lost. When we found out that our bag was in [redacted] (two days after we arrived in [redacted] we had the [redacted] rep request that they put it on ANY OTHER AIRLINE FLYING TO [redacted] ASAP and they refused. This is totally unacceptable and our vacation was ruined and we deserve to be compensated and not in the form of a pitiful, measly, useless [redacted] travel voucher. This offer is insulting!!! The [redacted] for the ruined vacation and the [redacted] in out of pocket is a lot of money to us but only a drop in the bucket for Frontier. If they want to provide good customer service, they will make good on this.
So to sum it up, we want them to accept COPIES of the out of pocket receipts for [redacted] and we do not want a useless travel voucher that won't cover the full cost of a vacation that is going to expire before we have a chance to use it, that limits us to certain destinations, and especially not with an airline that's going to lose our luggage. We want full MONETARY reimbursement in the amount of [redacted] plus out of pocket.
Final Business Response /* (4000, 19, 2015/10/18) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I have forwarded your receipts and your reasons for requesting reimbursement for these expenses to our Central Baggage Department for consideration.
Thank you for your patience.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 21, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The case is still under review and not resolved yet. I will not be fully satisfied unless I am fully reimbursed for all expenses including air and hotel which they have already refused to do.