Frontier Airlines, Inc.

05/02/07:AM Hello ***, Thank you for your response Our Regrets I am sorry, I am not able to refund the fare except as a credit for this situationThe passenger chose not to flyIt is never our intention to be insensitive to our customers when unfortunate
circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent Fare Credit You credit will remain in our system for redemption until it expires on 7/28/Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Regards,
*** *Customer Relations SpecialistFrontier Airlines 04/28/09:AM Hello ***, Thank you for your response What I Have Done I have canceled your return flight and issued credit for your fare of $as a voucher good for future flightsYour voucher will expire on 7/28/17, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.Come Back SoonI hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards,*** *Customer Relations SpecialistFrontier Airlines

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm really sorry to hear that you are disappointed with our resolution in this matter. Our ApologiesI regret that we were unable to resolve your concerns satisfactorilyIt is never our intention to be insensitive to our customers when unfortunate circumstances occur. Third Party BookingI am sorry to hear that when you booked through a third party there was a miscommunication on the itinerary for your flightWe recommend visiting our Frontier website for the most up-to-date information regarding your flight. RefundAccording to my records you where refunded a full amount of $This is for the portion of your flight that you where unable to takeOnce a flight is flown by a passenger it is no longer eligible for a refundAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation What I Can DoAs a gesture of apology, I have issued you and your party $vouchers to use on a future Frontier flightYour vouchers expire on May 13, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below. • Xxxx Xxxxx-xxxxxxxxxxxxxxxxxxxxx• Xxxx Xxxxx-xxxxxxxxxxxxxxxxxxxxx• Xxxx Xxxxx-xxxxxxxxxxxxxxxxxxxxx Thank you for sharing your concerns. Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/06/01) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Thank you for sharing your concerns regarding options for seat assignments on Frontier
AirlinesWe respect your point of view and want you to have the correct information to allow you to accurately make your future travel decisions
Please know we do our best to accommodate all of our passengersAs a courtesy to passengers, a portion of every aircraft is available for advanced seat assignment on a first come, first serve basisThe remaining seats are assigned at the airport or during cheon the day of travelPassengers who do not pre-assign their seats may find their preferred seating choices are no longer available at check-in
All seating is based on availability and seating upgrades are charged the applicable fee per flightPlease see our website for additional details: http://www.flyfrontier.com/flight-info/seating-options
Economy tickets, do not have the option to select a free seat assignment prior to travelPassengers may choose to purchase a pre-assigned Standard or STRETCH seat prior to scheduled departure for the applicable feeA free standard seat will not be available until cheorIf all pre select available seats have been assigned passengers will not receive a seat until they arrive at the gate
I am extremely sorry, you were not educated about Frontier's seat policyThis information is also posted on our website
I understand your frustration and appreciate you taking the time to share your comments with usWe hope to have the opportunity to restore your faith in our service on a future flight
Kindly,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response completely ignored my concern regarding the placement of my toddler and other childrenThis is not a matter of me wanting to choose my own seatsThis is a matter of keeping children close to their parents which is a basic human need
The response also ignored my request to be refunded the $in feesIf Frontier cannot do this, I will be forced to dispute the charge with my credit cardAnd I assure you there will be no "future flight" with Frontier in my or family's futureDo the right thing please
Final Business Response /* (4000, 13, 2015/06/29) */
Dear Mr***,
We have received your second rebuttal as submitted to the Revdex.com
We are disappointed that you and your family may not choose Frontier when deciding who to fly withYou are entitled to your opinion regarding our product and service
We hope to have the opportunity to restore your confidence in the future
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolutionOf course I am entitled to my opinionWas that ever in question? We are going in circles and this is not productiveI am not happy with this company's lack of action and the continued empty apologies and form responsesThe correct and only resolution is a refund

02/18/03:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe are currently looking into your request for further review. We will contact you next week with a final conclusion
Thank you for your patience Respectfully, ***

12/16/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety is Our PriorityI'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to
be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent.To assure all passengers are treated with equality, compensation is issued based on the length of the delayed departureAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. Unfortunately our policy does not process refunds for flown travelYour compensation will remain in our system for redemption until it expires on March 13th, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.I want to wish you the safest of travels in the future, and I truly am sorry for the inconvenience you experienced. Kindly,*** Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: (First, please note that the attached "Message from Business" was not addressed to me; it was from Frontier Airlines but regarding a different matter than the complaint I submittedI forwarded to you the response that Frontier sent to me.)
In her response to me, *** at Frontier asserts that their website clearly states their policy of "No Refunds" on checked bagsI disagree! The policy appears as the final TWO WORDS of a sentence in the THIRD paragraph - that starts out with a statement about The Works, which I had no intention of purchasing, so would not have drawn my attentionThis is not at all clearIn fact, it seems to be intentionally obscure.This "No Refund" policy on checked bags should be prominentIt should be the FIRST statement, and should stand alone, preferably in CAPS or bold printThis would be the common, expected means of communicating a policy so final in its nature.
Sincerely, *** ***
*** ***

Complaint: ***
I am rejecting this response because: I acknowledged that weather was out of control and addressed that weather was not my complaint or source of what was behind my complaintHaving to get off the plane because there was no pilot to fly us having to wait for another flight to come in and get their pilot, then because that pilot too was not able to fly us all the way to LA, we were told our nonstop flight (that costs more than ones with stops as you know) would end up in Denver, ColoradoIt wasn’t until we got rid of fuel which took another hour that we could leaveGet to Denver, have to switch pilots again and get to LA and it’s at 8pm instead of 11am and I have missed everything I was supposed to do that day as well as the clear inconvience on my family and friends literally missing their eventS trying to make sure I was picked upThis was not my first time on a plane so I am competent to understand that was not all due to weatherThis is not an instance where you ask someone to simply fly again.
Sincerely,
*** ***

07/05/08:AMHello ***, Thank you for contacting us regarding your July 1st flight from *** to ***I am sorry to hear that a delay resulted in your missed connectionSafety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you
experienced what you didI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengersMissed Connection I understand that due to the delay, you were unable to make your connecting flightIt doesn't happen often but when it does, we do all possible to get our customers on the next available Frontier flight or make other arrangements for themI am sorry that this was not your experienceDelayMy records show that your flight was delayed approximately minutes due to inclement weatherI see that there was a maintenance issue but this did not contribute to the overall length of your delayRefundBecause this delay was uncontrollable and you have already disputed this charge with your bank, I am unable to provide a refund for your flightI see that your baggage fee of $has already been submitted for refund to your card ending in ***, please allow 5-days for this to process and appear on your bank statementOur ApologiesI am sorry that there were no customer service agents to assist you on your arrival at ***As a customer service gesture for this, I am providing each member of your party with a Frontier voucher in the amount of $each to use towards future Frontier travelYour vouchers expire on October 2, but you do not have to fly by then, travel simply has to be reserved by thenPlease see the bottom of this message for additional information***: ***
*** ***
*** *** Come Back Soon I apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Kindly, ***Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response becauseWhy would I want to fly with this horrible company again or in the future after having issue with frontier airlines this reflects on the company as a whole unable and only offering there solution of a credit to experience more problems in the near future geeze I would hate to see another day wasted and hours spent flying on this generic airlines simply wanted refund per frontier web page what a headache frontier is hope your happy frontier with Revdex.com complaints because frontier truly sucks the bag
Sincerely,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending the receipt of the check for the differenceI will notify the Revdex.com should anything else ariseThank you for your assistance

Initial Business Response /* (1000, 5, 2015/06/10) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
My records indicate you have been corresponding with our agent *** in regards to this
matter and that it has been resolvedPlease review her latest response below:
I'm very sorry for any inconvenience our schedule change error has caused you and *** on your flight scheduled to depart on May 3, when your departing flight from Atlanta arrived in Denver minutes after your Denver flight was scheduled to depart
Frontier Airlines will reimburse the difference of the fare you paid for your Southwest tickets in the amount of $per person for a total of $This amount will be reimbursed in form of a check and if you will please provide me with the name you would like the check made out to and the mailing address I will send the information to our accounting departmentPlease allow to weeks for processing
We hope to have the opportunity to restore your confidence in our service on a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/30) */
Dear Ms***,
Frontier Airlines is in receipt of your Revdex.com complaint, and we appreciate the opportunity to address your concerns
Frontier would like to offer our sincere apology with the difficulty in receiving
assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team
Please accept our sincere apology for the lost bag that you checked when you traveled with us on *** 4th, 2015, from Minneapolis, MN to Washington Dulles D.C
We have been tracing for your baggage and have been unable to locate the bag
We have finished reviewing and processing your claimThe claim was sent to final settlement on July 12, You should receive a written explanation and settlement check by July 31st,
Thank you for your patience during the settlement process
If we can be of further assistance, please don't hesitate to contact us via email at: ***@FlyFrontier.com, or by calling: XXX-XXX-XXXX 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,
***
Central Baggage Supervisor
***@flyfrontier.com
XXX-XXX-XXXX
***@flyfrontier.com
XXX-XXX-XXXX
CRSXXXXXXD
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Frontier was atrocious but I don't believe it will do anything further to resolve the situationI received their ridiculous settlement, but am choosing not to pursue this further, as my insurance will cover the rest and I need to put this behind me

Initial Business Response /* (1000, 7, 2015/09/01) */
Dear Ms***,
Our records indicate a check request is being submitted today for you along with your daughter's (***) *** in the amount of $
Regards,
***
Customer Relations Specialist
Frontier Airlines

03/01/02:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAccording to our previous emails with you, we apologized for the poor service and communication you and your brother received during his
flight diversion to PhiladelphiaWe also advised you of the reason why we are unable to refund your brother's ticket and I must respectfully advise you the sameIt is unreasonable to justify a refund of a ticket when we provided miles of the miles that you paid for and providing the rest of the distance of miles by busI'm sorry that your brother did not communicate this with you or choose not to wait for the bus in order to save you the trip to PhiladelphiaWe regret that he is not interested in using the $travel voucher that was issued as a gesture of apology for the delayIf you would like to reconsider your decision, we will consider increasing the amount to represent your expense of driving to PhiladelphiaAlthough we cannot compensate for your time, we will consider your expenses upon receipts for tolls and gas. Thanks for your understanding and I hope to hear back from you soonSincerely, ***Customer Relations SpecialistFrontier Airlines

11/10/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe verified that you booked your flights with Hotwire on October Hotwire provided baggage information in a link
entitled "Flight Details and Baggage." When their customers click on their link, the following information is provided: Bag fees Estimated baggage fees charged by Frontier Airlines (Please confirm with airline) Carry on:$- $1st checked bag:$- $40.00 2nd checked bag:$- $How to pay:Frontier Airlines I understand your disappointment with our flight attendant's handling of your request for seats together when you and *** traveled with usI regret that our crew was unable to assist you with your carbag upon arrivalWe expect all of our employees to remain professional and treat our passengers with the level of respect they deserve and apologize that wasn't your experience We've verified that you purchased the Economy fare and did not purchase a Seat Option in advanceMany of our passengers purchase advance seat selection or a bundle that includes a complimentary seat upgrade, then reserve a specific seatOther passengers are assigned a random seat from those that have not already been reserved by other passengers on their day of travel I regret that our agents failed to listen to your concerns when you called to provide feedback related to your experience Your Feedback Matters We have made your comments available to our Customer Service management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we're grateful for your feedback Refund Request We have reviewed your request for full refund of your fares that were used for completed travel between Atlanta and San Francisco on November and and your request has been denied We Value Your Business Thank you for choosing to fly with usWe hope to have an opportunity to welcome you on board again and will work to make sure your next experience is a better one Kindly, *** Customer Relations Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although the voucher was finally honored, it took almost two hours on the phone and arguing with several representatives to do soThe tone of the response received through my Revdex.com complaint even still makes it seem like their mistake shouldn't have been honoredI only booked a second flight because of the credits I had and I will not ever fly with this company again
Sincerely,
*** ***

Dear Ms*** We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsOur Frontier Airlines Master Card program is handled by *** (*** Bank ***)For your security, we do not have any access to your credit card information other than the number of miles sent to us from Master CardUntil we are instructed to add miles by ***s we are not able to do anythingAgain, we have reached out to them for more informationWe appreciate your understandingKind regards, *** Customer Relations Specialist Frontier Airlines

08/10/03:PM Dear *** *** We have received your correspondence as submitted to the Revdex.com, as well as the Department of TransportationWe appreciate the opportunity to respond to both Flight *** on July 25th experienced extensive Air Traffic
Control (ATC) delays in LaGuardiaEventually our flight crew ran out of time to legally operate the flight requiring it to cancelWe regret that there were not any immediate options to get you home on FrontierOur records show that a refund for this flight in the amount of $was processed on August 4th Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Frontier does not accept liability for consequential expenses resulting from uncontrollable flight interruptions like weather or ATC delaysHowever, in light of how this situation was handled, we are giving special consideration to your requestPlease reply and attach receipts these expenses so we can review them for reimbursement I look forward to further assisting you Kind regards, *** Customer Relations Specialist Frontier Airlines

Dear Ms***,
Thank you for sending a follcontact to Frontier Airlines Central Baggage Service office regarding a baggage issue you encountered in April
Interim expense reimbursement for clothing or toiletry items purchased during the delay of a bag is normally processed at the
airport office handling your claim, with the submission of your receipts
If the expense reimbursement is still outstanding, you may scan and email your receipts to: ***, for review and processing
If you have any questions regarding this, Central Baggage Service may be reached on: ###-###-####, for assistance
We appreciate your business and we apologize for the inconvenience you experienced
Sincerely,
***
Frontier Airlines, Inc
Central Baggage Service

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms***,
We have received your correspondence as submitted to the *** and appreciate the opportunity to address your concerns
Please accept my apology for any misunderstanding with what optional services are available with the
Economy fare and your 3rd party bookingEconomy fares do have a fee to carry-on, check a bag and select a seatThis allows passengers ** keep the fare as low as possible only paying for the service important to your travel
If you choose not to select a seat one is assigned day of departure from availabilityWhen booking with 3rd parties this information is typically noted on the trip summary page under "Important Information" that pre-reserved seating is not available and seats are assigned at check-inYou can also find information on our website at http://content.flyfrontier.com/travel-information/seating-options?_ga=1.XXXXXXXX...⇄ the seats purchased would not be refundedInformation regarding travel with us can be viewed at http://content.flyfrontier.com/travel-information and our reservations department is available to answer any questions 24/at XXX-XXX-XXXX prior to purchasing
When checking in online or at the kiosk you are prompted regarding paying for baggageThe free personal item information is provided as well as carand checkedIn reviewing the reservation I can see that the additional carcharge *** your father paid has been refundedThis was processed on July *** to the card ending in ***
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Sincerely,
***
*** *** Specialist
*** Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** is so much better! They have reasonable rates, no hidden fees, and good customer serviceI will not fly Frontier again
I am glad they refunded my Dad's moneyOtherwise, I'd have had to pay even more money for their mistakesBut I still feel that they should have refunded the money that I paid for seat fees
The web site is not clear and in fact implies that if you don't buy a seat ahead of time, it will cost you more on the day of travelI did not find the page where it said you could sit in the leftover seats for free until after they responded to my complaint, which was after I had already paid the seat feesBy then, they insisted that no fees that already had been paid could be refundedeven if you hadn't used the seats yet, and they presumably could still be released for someone else to use themI would have been willing to cancel the seat reservations for the return trip in exchange for a refund, but that was not an option
I still feel that their website is difficult to navigate, their fee charts are misleading, and their fees are excessiveMoreover, their response to my complaint was insensitiveThe closest they came to an apology for their impenetrable web site and excessive fees before I contacted the Revdex.com was to tell me that they were "disappointed" that I was not happy with their response after they had told me they could not offer me any sort of refund*They* were "disappointed"...? as if I did something wrong by not being happy to be told that although I didn't need to pay the fees to begin with, there was no way they would refund them? Justwow
I am "disappointed" in their customer service and will not fly this airline again
And even after the Revdex.com complaint, they still are not offering even a partial refund, but are just reiterating the same information about seat fees that they have already sent to me, and which remains difficult to find on the website unless you have the link and know where to look for it
In short, they've done nothing to resolve my complaint, and I still feel that I have been overcharged for "seat fees" that I should not have had to pay and would not have paid if I had known, before paying, that there was an option not to pay
When they file bankruptcy, I won't be surprised
Final Business Response /* (4000, 13, 2015/08/21) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com, as well as your detailed response to Customer Relations Specialist ***We appreciate the opportunity to further address your concerns
We regret your disappointment with our position on this matterAll the policy that has been quoted in previous responses is accurateWe understand that your experience was negative, and we respect your right to express this with whomever you choose
Please know that if a complaint with the Revdex.com receives a rebuttal we obligated to submit a response which we also email directly to the passengerI apologize for any additional frustration that may create
We hope to fly with you in the future under more favorable circumstances
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is still not resolvedIt likely never will beHere is what keeps happening, though, and is leading me to become very frustrated with the Revdex.com:
* Revdex.com sends me an email stating that Frontier has sent a response to my complaint and that, if I don't respond, Revdex.com will "assume" that I am satisfied with Frontier's response
* I read Frontier's response, which reiterates things they have already said and says some version of "We are not ever, ever, ever, going to give you a refund because we don't care that we took your money for nothing."
* I respond on this site that I am not satisfied with this response and that only a refund of my wrongfully taken money will make me satisfied
* Revdex.com sends me an email stating that Frontier has sent a response to my complaint and that, If I do not respond, Revdex.com will "assume" that I am satisfied with Frontier's response
* I read Frontier's response, which again reiterates the same things that they have already said (or, on one occasion, added new stuff that was a blatant lie), and then says some version of "We are not ever, ever, ever going to give you a refund because we don't care that we took your money for nothing."
* I respond on this site that I am not satisfied with this response and that only a refund of my wrongfully taken money will make me satisfied
* Revdex.com sends me an email stating that Frontier has sent a response to my complaint and that, if I do not respond, Revdex.com will "assume" that I am satisfied with Frontier's response
* I read Frontier's response and it is more of the same
I am tired of playing this gameHow do I convince Revdex.com to close it out as "unresolved"? Or is that not possible? Is that how the Revdex.com gets its high percentage of "claims resolved satisfactorily"? It just keeps doing this until the unsatisfied customer gives up and lets Revdex.com mark it as "resolved satisfactorily?"
Please, mark the complaint closed and customer NOT satisfiedThe only thing that would have made me satisfied with Frontier's response at the beginning of this process was a refundAt this point, even that would not make me satisfied because I have wasted countless hours on this and have seen just how completely irrational and uncaring their customer service department isI will NEVER fly Frontier airlines againIf it were the last airline on earth, I would choose to drive, take the train, take the bus, or even walk before flying with them againAnd on the other hand, they have said they will never, ever, ever give me a refundSo even if I felt that a refund would cause me to be satisfied, it is not going to happen
Please make this process stop, and with this complaint marked unresolvedThank you very much