Frontier Airlines, Inc.

10/16/2016 03:45 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I would apologize that you had not been informed that you mileage did have an expiration date.  I understand you...

mentioned that you disputed the results that our agents had spoken to you about, one year ago and the mileage was not put back into your account. If you can provide me with a new or an email that you received with the confirmation that you would receive your mileage back we will be able to put the miles back to your account. We unfortunately don't have any comments on your reservation that indicate that we would be reissuing your mileage.   Thank you for your patience.   Kindly,   [redacted] Customer Service Frontier Airlines

10/07/2016 11:09 AM [redacted],   We Value Your Business I have logged your comments for internal review.  As a customer service gesture I have issued you a $50 electronic travel voucher  to use towards future travel. The voucher must be redeemed by April 9, 2017, but you do not have...

to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows   Come Back Soon I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.   [redacted] Customer Relations Specialist Frontier Airlines  10/06/2016 07:15 PM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our WebsiteWe appreciate you bringing this web issue to our attention. When booking flights online if the seat availability states there is 1 seat left at a certain price and when you go to book the flight the price changes, that means that one seat at the price you saw has been taken and the system will automatically go to the next available price.  I regret you were not able to get the one seat at $117 but $176 was the next available fare. Prices can fluctuate prior to your purchase. You are only guaranteed the price  once you have received your confirmation code.Fare Difference I understand it can be frustrating to be in the process of purchasing a ticket and later find the price has change, respectfully, we are unable to compensate for the difference you noticed. Your request for the refund of the difference has been denied.   Come Back SoonI truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

09/27/2016 07:51 AM Dear Ms. [redacted],   I have your receipt and will pay out of our office.   You should be receiving payment within a few weeks.   Sincerely,   [redacted] Central Baggage

03/03/2016 03:05 PM  Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry to hear that your call to our Reservation Center was disconnected before our agent had an opportunity to address your concerns....

We have made your comments available to our Customer Service management team for training purposes. Your comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedback. I understand your frustration that you didn't know when mileage you earned in 2014 would expire. Our EarlyReturns program is subject to its terms which are available for review on our website at the link below: https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ Our terms include the following: Frontier Airlines reserves the right to change or terminate the EarlyReturns® Program, in its entirety or any part thereof, without notice to Members. Changes may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinations. Such changes to the Program may also include modifications which: Govern mileage credits earned on and after the date of change Change the value of already accumulated mileage credits Govern mileage credits earned on and after the date of change in the value or already accumulated mileage credit Additional program terms related to mileage accrual are available here: https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ Accrual policies include: Members will receive an electronic account statement if enrolled with pertinent information based on activity registered during the previous period. As of March 7, 2015, mileage in a member's account does not expire as long as the Member generates accrual activity every six months. The good news is, your miles need never expire. Just - continue to earn miles every six months by flying with us or earning miles using the Frontier Airlines MasterCard. Unredeemed mileage accumulated in your account will expire at the end of the six-month period after your last activity date. Your request for free mileage reinstatement has been reviewed and is denied. If you traveled with us and accrued miles within 180 days prior to the expiration of your miles on December 3, 2015 and included your EarlyReturns number when you traveled, we will be happy to conduct additional review to determine whether or not your accrual activity would have prevented expiration of your miles. If you'd like to forward a copy of the email you received on March 2, 2016 we will be happy to review it. You may attach an electronic copy of the March 2 email to your reply to this email or send via facsimile to ###-###-#### (Attention: [redacted]., File: [redacted]). Kind regards,      [redacted] Customer Relations Specialist Frontier Airlines

02/14/2017 04:46 PMDear Mr [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.After careful review, flight [redacted] on December 19, 2016 was delayed three hours and fifteen minutes due too late arriving aircraft as a result of down line weather delays. There was a winter storm across the US on Dec 17th and 18th.   Weather delay/cancellation can sometimes effect scheduled routing for a couple of days as aircraft and crew are repositioned to their original routes.   I understand how difficult it can be your travel plans are interrupted.  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.  Airlines are required to notify the FAA of every flight delay or cancellations. Please know, we take great care to operate a safe and on time airline. Although I am extremely disappointed that the uncontrollable weather delay has effected  you negatively.  Regrettably, I  would not be able to honor your request for a ticket refund or provide compensation for meals or a credit for future travel. Frontier does not have a option to rebook on another airline.  I apologize for the inconvience this has caused you. It is never our intention to disappoint passengers. Records show 4  email's were sent to [redacted] relating to Flight Delay Automation on 12/19/16. We realize how important you are to our future and regret the additional stress this has caused.  Please know it is never our intention to inconvenience our passengers. We value your support and look forward to serving your future travel needs under more pleasant circumstances.Kindly,[redacted]

06/21/2017 11:24 AMHello [redacted], Thank you for contacting us regarding your recent Frontier experience. I apologize for the difficulty you've experienced surrounding using your credit card to purchase your flights. I appreciate the opportunity to explain. Flight PaymentUpon researching your...

reservation, I see your [redacted] ending in [redacted] was declined 4 times on 06/20/2017. I see the [redacted] ending in [redacted] was approved in the amount of $257.95 on June 20th which is the only payment we have. I noticed your previous phone conversation with one of our agent involved a 3 way call, I hope you were able to resolve any issues with your [redacted]. Since your card was declined the transaction did not go through. Please don't hesitate to ask if you have any further questions. Best Wishes, [redacted]Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response. I will accept this response once I receive the refund check in the mail [redacted]

Complaint: [redacted]
I am rejecting this response because: I was at the Frontier ticket counter BEFORE the 45min cutoff and there was NO employee at the ticket counter. Frontier has violated their own policy by closing their ticket counter early, BEFORE the 45min cutoff. I have provided PROOF in the form a a gps time stamp that shows I was at the counter BEFORE the 45min cutoff. Frontier has provided NO proof that I wasn't. I also have an eye witness that will sign an affidavit confirming I was at the ticket counter before the 45min cutoff. The TSA agent located right next to the Frontier ticket counter confirmed to me twice that the Frontier employee left "a few mins before I got there" and I got there BEFORE the 45min cutoff, which is again more proof that Frontier violated their own policy and closed the ticket counter early. I have provided PROOF that I was there BEFORE the 45 min cutoff. Frontier has provided NO PROOF that I wasn't. There are also stories from customers all over the internet that establishes that Frontier has a pattern and history of closing their ticket counters early causing customers to miss their flights. Frontier violated their own policy and is negligent in causing me to miss my flight.  
Sincerely,
[redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting us with regards to your flight [redacted] on August 7, 2017 when traveling from [redacted]. I'm sorry to hear you were...

unable to travel as planned.   Frontier Check-In Policy We advise arriving at the airport at least 2 hours in advance of your flight and about 10-15 minutes prior to boarding. This way we can keep things moving in an efficient manner. Once the doors have been closed we are unable to reopen them for this reason. I understand your frustration with the issue and am sorry you and your party had to miss work due to this set back.   What I Can Do I am unable to honor your request for a reimbursement as we have a very strict cut off time. What I am able to do for you is give each person in your party a $50 voucher as a customer service gesture for the experience you had. Your vouchers will expire on November 11, 2017, but you do not have to travel before then. You will only need to book travel before or on the date listed above. Further details can be found below. [redacted]   I apologize again for the experience you had and hope you will give us the chance to impress you on a future Frontier flight.   Regards,   Customer Relations Specialist Frontier Airlines [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.  •  It’s not redeemable for cash.  •  It must be booked within 90 days from date of issue.        Note: There are no restrictions on travel date.  •  It’s one-time use, meaning there will be no remaining value after redemption.  •  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.  •  It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.  •  The name on the new reservation must match the old reservation exactly.  •  It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.Tell us why here...

10/24/2016 10:06 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Check-InWe require passengers to be at our ticket counter at least 45 minutes prior to departure. It really is a good idea to...

get to the airport at least 2 hours in advance of your flight. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable $99 change fee.   Refund Request According to our records, [redacted] never made it to the check in counter or a kiosk at the airport. There are no records that he spoke with a representative or made it to the check in counter. As per our policy, we are unable to provide a refund for this reservation, because he was marked as a "no-show". Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure.   Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistent. Thank you contacting us in regard to your situation.   Regards,   [redacted] Customer Relations Specialist Frontier Airlines

Response Email   08/18/2017 05:12 PM Hello [redacted],   Thank you for reaching out to me regarding your experience on July 27th flying from [redacted] to [redacted]. I'm so sorry to hear that you received such rude service while trying to resolve this issue, and that you found damage to...

your stroller upon pick up.   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. Your description of staff ignoring you and escalating the situation each time you spoke to them is unacceptable to us. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. I have contacted the Regional manager who oversees staffing and management at the [redacted] station to have this situation evaluated.   Safety is our Priority I was extremely concerned to hear that a loaner that we have been giving to our passengers is a recalled model, I have sent an email to all of our airports to audit their car seats. Making It RightAs a gesture of apology for the delayed baggage and your overall experience, I have issued you two $150 voucher to use on a future Frontier Airlines flight. While vouchers normally expire after 90 days, I have extended yours to February 18, 2018. You do not have to fly by this date, travel just needs to be reserved before the expiration date. Please see below for further redemption details. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX ReimbursementWe want to assist with the additional cost incurred due to the bag delay. While we normally don't offer compensation for stroller damage, I'd like to evaluate yours for damage. If you can send me the following we can proceed: Name of Payee Mailing Address Receipt for Replacement Car Seat Picture(s) of Damaged Stroller I want to apologize again for your experience. I look forward to hearing from you.   Regards,     Customer Relations SpecialistFrontier Airlines

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Booking Status On November 14, 2017 a booking for you was placed on hold awaiting payment. The booking was removed 4 hours after it was placed on hold...

because there was no payment. The booking made on December 4, 2017 was the only booking we received payment for.   Third Party Booking I do see that your first booking was made with a [redacted] agency. When booking directly with Frontier, we can assure you a smooth booking process. However, when booking with a third party, sometimes there can be glitches and the information is not relayed correctly. I apologize for any [redacted]onvenience this may have caused.   I would advise contacting the third party agency regarding any type of refund as we never received payment for the first booking.   Visit Us Again I apologize for the confusion with your booking and hope that this experience does not deter you from flying with us again. I wish you safe [redacted]s on your upcoming flight!   Regards,  Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:In the original response from Frontier, she stated that when a customer is selected for security risk it is a random selection.  I can see a random search like at the airports when you have to push the button and they randomly pick people to search.  This is a bit different.  I was flagged as a "Security Risk"  I saw it on the Frontier computer screen next to my name.  "SECURITY RISK".  They announced it for other passengers to hear.  That has to be a violation or it should be.  To actually call someone a security risk for no reason is not acceptable.  I have not heard a reasonable response to why this is OK for a business to do.  When I asked the lady at the counter from Frontier,  she told me I was flagged by TSA.  This was a lie.  I checked with them and I also flew with another airline right before this flight with no problems.  I flew 2 other airlines after this flight with no problems from the TSA.  The TSA told me I was in fact flagged by the airline as a security risk.  Again, in this day and age with all the actual terrorist threats out there, to actually label someone a "Security Risk" Or "Security Threat" for no reason is not right.  I was stressed out as to why I was "Marked".  I cannot see why any company would have a policy to cause undo stress and worry to their customers.  I do believe in my mind, someone at Frontier that I spoke to did this in some sort of retaliation because I called to complain. I am not satisfied with the response from the company.  Because all of this did in fact happen.  I was pulled out of line 2 times and everything I had with me was searched.  Not just once, but twice.  I had to be patted down and sent to a separate area where they pulled everything out of my luggage.  It took over an hour.  They went through all my belongings.  Why? Have not received a good answer yet.  To treat customers like criminals and announce it is not acceptable. 
Sincerely,
[redacted] Scott

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We apologize for the error. I have reinstated the 88,237 miles and your new expiration date is now July 5, 2016. We look forward to the...

opportunity to serve you again aboard Frontier Airlines. Regards, [redacted] Customer Relations Specialist Frontier Airlines Tell us why here...

Hello [redacted], Thank you for contacting Frontier Airlines about your reservation to fly from [redacted] to [redacted] on August 7th. I'm sorry to hear that you were not able to take this flight, and I apologize for the way our agent handled your situation at the airport.Our ApologiesI'm sorry to...

hear how things turned out when you arrived at our gate. Final boarding takes place 15 min before departure and the doors close 10 min before departure. Our records indicate that the doors closed for this flight at exactly 11:49, ten minutes prior to departure. I appreciate the opportunity to address your concerns. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned. When a passenger is not able to take their flight, we are usually able to rebook the passenger on the next available Frontier flight for a $99 fee per passenger. As a customer service gesture for the way your situation was handled, our agents were able to rebook you on the next available Frontier flight without any charges. 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. I apologize for the way our agent handled your situation at the airport. I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. Again, I apologize for the difficulty you experienced with this reservation. I hope we will have the opportunity to provide better service in the future. Kindly,Customer Relations SpecialistFrontier Airlines

Response Email   11/16/2017 11:39 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Safety Is Our PriorityAt Frontier, we are focused on providing a good experience to our customers...

and I know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.The RefundMy research shows that a you have filed a claim with your bank. This has created a chargeback in our system. Chargebacks do not allow us to issue refunds. I am sorry for the inconvenience.   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 have experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good [redacted].Regards,Customer Relations SpecialistFrontier Airlines

Response Email   10/30/2017 05:27 PM   Hello [redacted],   Thank you for contacting us regarding the flight delay you encountered on July 13, 2015 when attempting to travel from [redacted] to [redacted]. I'm really sorry to hear that you and your party waited at the airport for 10...

hours and that there was miscommunication regarding a refund.   Refund Request I apologize that there was confusion regarding whether a refund would be possible or not. Through my research, I see that your party boarded the delayed flight. Respectfully, we cannot refund or create credit for a taken flight.   Voucher Information While we cannot refund you or provide you with a credit, I was able to reissue the $100 vouchers each member of your party received. These vouchers will expire on April 30, 2018, but you do not have to travel within that time frame. Travel just has to be reserved before the expiration date. See further voucher redemption details below.   [redacted]   Come Back Soon I recognize this does not change the time lost and inconvenience, 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]

Response Email   11/10/2017 07:02 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm really sorry to hear about the flight conditions you described when traveling from...

Orlando to [redacted]. I realize how frightening turbulence can be and apologize for the way your flight was handled. While the majority of Frontier flights depart and land without incident, occasionally we, like all other airlines, experience an unavoidable turbulent flight.Safety Is Our PriorityBe assured safety is the number one priority! Our maintenance staff, in tandem with our flight deck crew and Air Traffic Control, makes decisions regarding the conditions that we are able to operate under for the safety and/or comfort of our passengers. Please be assured that the initial decision to depart, as well as redirecting this flight, was made with our passengers' safety in mind.We Hear YouPlease accept our sincere apology for the conditions you went through. We truly regret that your flight was not a pleasant experience. Please know your comments have been forwarded to our Chief Pilot's Office for future consideration. Additionally, I have issued a $226.96 credit for your flight on October 30th from [redacted] to [redacted]. When using this credit towards future Frontier bookings, use your reservation code XXXXX and email address [redacted] to apply the credit.   Voucher Information I've also noted that you received two $100.00 vouchers from one of our agents. For your convenience I have listed the voucher numbers below. Your vouchers expire on May 7th, 2018. You do not have to fly within this time frame, travel just has to be reserved before the expiration date. Further voucher details are listed below.   XXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXCome Back SoonAt Frontier Airlines we truly care about our passengers' safety and well being, and we hope to restore your faith in our services on a future flight.Regards, Customer Relations SpecialistFrontier Airlines   [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within 90 days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.• It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.• The name on the new reservation must match the old reservation exactly.

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 the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one. It is never...

our intention to disappoint our customers. First, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know this is has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you. Let me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in Colorado. And although the weather problem was short, it forced several delays and ultimate cancellations. While we tried continued 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 we needed them. This had a ripple effect that we are still seeing today and caused more delays and cancellations. We did make some last minute cancellations. Canceling flights is a VERY tough decision that we don’t take lightly. We were earnestly attempting to complete these flights and get you to your final destination. That is why we waited to cancel as long as we could. We know we could have done better at communicating this and providing you options and information in a more convenient manner. I’m sorry you were unable to accept our next day accommodation. As requested a refund of the cancelled flight is being processed. I understand your frustration and if you can forward the receipt for the new flight we can review for reimbursement. I apologize again for your experience. We are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airline. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines