Frontier Airlines, Inc.

Initial Business Response /* (1000, 7, 2015/10/13) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing our passengers with a pleasant and enjoyable flight...

experience and regret that your recent travel plans were disrupted. We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. If 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.
Availability in our reservations system shows in real time. Even if seats show available online or to our agent, they are not guaranteed until the purchase is completed. We regret that the flight you desired was not still available when the agent was completing the transaction.
We apologize for any complication in retrieving your baggage, but we're happy to hear that it had arrived and wasn't delayed.
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. Thank you for taking the time to write.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 9, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely do not believe the issue was resolved nor will it be because Frontier has NO concern for their costumers. Their response pretty much said thanks for your comments, this helps address future problems "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. Thank you for taking the time to write." What about MY problem? And I know for a fact I am not the only one with these same complaints because I have read many reviews and complaints from other people, so obviously this is an ongoing problem they are incompetent in fixing or just flat out don't care!! I clearly stated that I arrived at FIVE O'CLOCK am for a flight that left at 6:00 am and agreed that yes, you should be there early but I was unable to. They are saying the desk people leave 45 minutes prior to departure which means...they still should have been there another 15 minutes. As far as my luggage, yes it may have arrived eventually..but 3 hours later they found it. I don't see how they find that exceptable or the rude costumer service, being hung up on and ridiculous long hold times that caused us to miss another flight because they took forever to book it. I really wouldn't want to fly frontier again but if they will not agree to some sort of refund then I am requesting 4 vouchers ( one for each person involved) free round trip tickets to use at our discretion. At least this will show some sort compassion on their part if they care anything about their company or customers.
Case Id: XXXXXXXX
Thank you!
Final Business Response /* (4000, 11, 2015/11/05) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
After reviewing your flight we can see that passengers were checked in all the way up to the 45 minute mark. We regret that you were not able to arrive in time to receive assistance before your flight closed.
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 remain consistent.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

>  Response Via Email - 08/17/2017 02:34 PM Hello [redacted], > > We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. > > Final boarding takes place 15 minutes prior to departure. This means final boarding took place at 11:44. The doors close 10 minutes prior to departure. I contacted our [redacted] management, who confirmed that several calls were made at 11:48 before the doors were closed closed at exactly 11:49, 10 minutes prior to departure. Your boarding pass states the time that boarding begins and the time that the doors close. > > I understand you did not see other passengers at the gate when you arrived. When passengers miss a flight, it can be for a variety of reasons. Sometimes passengers choose not to fly or they are not checked in on time. These situations would result in passengers missing the flight but not being present at the gate. > > I apologize for the inconveniences you experienced and I appreciate you letting us know about your experience. > > Kindly, > > > Customer Relations Specialist > Frontier Airlines

[redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for contacting the Frontier Airlines EarlyReturns® Department. Your EarlyReturns account was listed as inactive with a balance of 0 miles since your last...

positive mileage activity was December 19, 2014. Mileage accrued in the program will expire if members have not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines MasterCard during any six month period.We contact our customers regarding expiration by email. If your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been received. Your account has been reactivated with a balance of 0 miles and you will earn credit again by flying with us or utilizing one of our partners.Your expired miles totaled 8,118 and 2,386 miles expired on November 10, 2015 and 5,732 miles December 3, 2015. A maximum of 50,000 miles can be reinstated for one cent per mile with a cost of $500.00. This may only be done within six months of their expiration. Please call our EarlyReturns Department at ###-###-#### if you are interested in reinstating your miles.If you have additional questions or concerns, please do not hesitate to contact us again.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

12/02/2016 06:43 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Explanation of Baggage FeesThe dimensions you state are the restrictions for carry-on bags, rather than complimentary personal...

items. You are always welcome to board with one free personal item, to go under the seat in front. Think briefcase, laptop, or purse. This item cannot exceed 8"x18"x14". It is Frontier's policy to charge a fee for larger bags going into the overhead bin. As your bag exceeds these dimensions, your bag is subject to carry-on bag fees during travel. I apologize if this was not previously explained to you, and I want to assure you that we do not handle these requests differently at the airport itself.   Our carry-on bag pricing is staggered based on when the fees are paid. The fee for baggage paid for online prior to travel is currently $35.00, while bag charges paid for at the airport are $45.00. It sounds like our agent in Florida gave you a discount as a one-time customer service gesture. While our agent in Philadelphia acted according to policy, it sounds like she could have been more informative in explaining our policies. We are unable to issue refunds for transactions that are consistent with our policies.   You can review more detailed information regarding our baggage policies here.   Come Back Soon I hope that this experience has not hurt your impression of the service we strive to provide. I appreciate the time you've taken to share your feedback with us. I hope you'll feel free to share any other comments or concerns you may have. Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

06/16/2017 10:48 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for the follow up regarding your experience on May 23rd when traveling from [redacted] to [redacted]. 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 satisfactorily. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. CompensationNormally when a passenger is unable to make their scheduled flight, their ticket retains no value but we understand that this was a frustrating experience. As a gesture of customer service, I have issued you a credit of the $428.55 for the missed outbound flight, and we have also issued vouchers for everyone in your party. Although we realize this is not the answer you were hoping for, we are unable to reimburse you for your tickets with the other airline.   What I Can Do It's important for us to keep good relationships with customers like you. I have cancelled your previous vouchers and reissued them all (3) for $75 instead of $25 to you and your other ticketed passengers to use as a discount on a future Frontier flight. I have also extended the expiration of these vouchers for 6 months. Your vouchers expire on December 14th, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. These vouchers are name restrictive so I have included the voucher numbers and each corresponding name as they appear on the reservation. Further voucher redemption details are below. [redacted] $75: #[redacted] $75: #[redacted] $75: #[redacted]Your compensation will remain in our system for redemption until it expires on December 14th. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.I apologize again for your recent experience and I hope that you are able to use these vouchers to book future travel with us.Regards,[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/05/28) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I have reviewed your reservation, and determined that you originally booked your ticket on...

December 25, 2014. You were originally scheduled to fly May 16-23, 2015. Regrettably, Frontier had a schedule change, and attempted to provide you with an alternate flight to your destination a day after your original schedule.

Please accept our sincere apologies for the inconvenience our schedule change has cause you. When a schedule change occurs, our system automatically makes a change from the original flight to the closest flight time that is available. We notify all passengers who booked through Frontier Reservations or on FlyFrontier.com within 48 hours of a schedule change. If a passenger books through a third party, we notify the third party of the change and they are responsible for notifying their passengers. I apologize if this did not happen in your case. However, Frontier notified the third party of this change on 2/22/15.

I apologize for the inconvenience our schedule change has caused you. Although schedule adjustments are a necessary part of air travel, we know they create challenges for our passengers. Unfortunately, the change does not always accommodate every passengers schedule, which is why we give advance notice, and if necessary provide a refund if the new flight are not acceptable to the passenger.

Regrettably, we do not compensate for schedule changes as they are a normal part of air travel and you are given advanced notice. Please know that no decision is made without first thinking about the impact to our loyal customers.

Your feedback is important to us, and your comments have been forwarded to management.

Kind Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: The amount of money time effort lost by missing this trip is priceless and most certainly not worth this amount your suggesting. I would not like to fly with this airline ever.
Sincerely,
[redacted]

12/29/2016 10:38 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies On behalf of all of us at Frontier, please accept my apologies for the cancellation of Flight 1612 on Tuesday,...

December 20th and any inconveniences it caused you. Customer Care My research shows that each passenger on Flight 1612 was issued a letter at the time of the cancellation, indicating the options that Frontier was able to offer (see attached). My research also shows that you accepted Option 1: Refund, when you called our Reservations department to request it at 6:06 PM (EST) and a full refund of your untravelled return trip was processed back to the credit card on file on December 21st..   Please be assured it's never out intention to be insensitive to our customers when their travel plans are disrupted. Per our Contract of Carriage, we are limited in our capacity to provide additional accommodations, such as hotels, to passengers in such situations. In the interest of fairness to all our passengers, I am respectfully declining your request for reimbursement of  hotel expenses.   We Can Do Better! I assure you that this experience wasn't typical of the standards we strive to maintain for our customers. In an effort to make things right, please accept this $200 electronic voucher toward future travel with us  -  [redacted]. The voucher must be redeemed by March 28, 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 (see instructions below).   I hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airline. We look forward to serving you better on your next Frontier flight!   Sincerely, [redacted] Customer Relations Frontier Airlines

06/22/2017 10:00 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting us know about your flight on May 29, 2017, when traveling from [redacted] to [redacted]. I'm really sorry to hear that your...

flight was delayed.Safety is Our PriorityI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reason. Please accept my apology for the unexpected interruption. We Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, you were issued a $50 voucher to use towards future travel. I apologize that it is not the preferred form of payment for you, but it is the most we can do for this situation. This was a one time customer service gesture. Your voucher expires on September 20, 2017, 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.   [redacted] Come Back SoonI 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!Regards,[redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We charge a $99 non-refundable change fee per passenger for a flight cancellation. In your case, your flight was so cheap there was no residual value after...

the change fee was applied. Please let me know if you have any more questions! Kindly, Customer Relations SpecialistFrontier Airlines

05/28/2016 07:33 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I apologize for any misunderstanding that occurred at the airport regarding what would be reimbursed and what would not be reimbursement,...

however any authorizations must be in writing. According to the authorization letter provided by the airport, it states that any ground transportation consideration must be provided by the airport. If a voucher was not provided, it was not an authorized expense. This was also confirmed with Station Support. As an exception, we can provide a voucher in that amount to offset your expense, but we will not be able to reimburse your ground transportation expense. Please let us know if you'd like the additional voucher. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines

Response Email   02/21/2018 12:43 PM   Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter for your flight...

to Las Vegas on February 18. Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers and their baggage to be checked in 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. I am sorry that when you arrived early at the airport the system was not working correctly and then it timed out at the 45 minute cutoff. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee. I apologize that there where no accommodating flights available.We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities.   What I Can Do As a customer service gesture, I am able to put the full amount of your reservation into a $258.97 credit to use on future Frontier travel.   To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travel. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code:(XXXXXX),  and this email address: xxxxxxxxxxxxxxxxx. If applicable, a credit card will be required for any residual value.   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,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 11, 2015/09/10) */
Dear **,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience...

you experienced due to flight delay on August 19. 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. Please know that it is never our intention to disappoint our passengers.
During times when we are experiencing delays due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations. We do compensate passengers during mechanical related delays, as you were compensated $100, which is our maximum compensation.
Our records indicate on August 19 our Denver airport had issued all hotel vouchers that were available to them. Please send us a copy of your hotel receipt for review of a refund.
Please accept our sincere apology in which we are unable to grant your request for cash instead of the voucher. Our states they are not redeemable for cash.
Electronic Vouchers:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** 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.
We hope you understand that safety for our passengers and crew is always our number one priority and we look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/06/25) */
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 difficulty you experienced when attempting to check...

in for your flight May 22, from [redacted] We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. We do offer online check in however if you are unable to print your boarding pass you would need to allow the recommended time to print at the kiosk or ticket counter agent. After the 45 minute cut off kiosks will direct you to an agent as the flight has closed.
While the customer relations agent was unable to accommodate your request for compensation, this information should always be conveyed in a courteous and professional manner. We have high expectations of our employees and are disappointed with the behavior you described of our customer relations agent [redacted] For training purposes; we have made your comments available to the manager.
The request was escalated to a lead and the request for denied boarding compensation denied. Late check in is not considered denied boarding. Because you did not have your boarding pass in hand by and any bag checked by the 45 minute cut off you did not fulfill our check in requirements. In reviewing the flight details the flight did depart with 3 open seats. The flight was not oversold. We would not reimburse for any additional travel related expenses or provide denied boarding compensation. A refund of the flight was provided on June 9, 2015.
Thank you very much for taking the time to write. We value your business and hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because I asked for the entire credit of $630 to be credited back to my account.  Nowhere did I ask for $392.40 to be applied to my flight that I booked with Frontier Airlines for reservation [redacted].  I would understand Frontier's position on this matter if I in fact cancelled a flight with this airline and booked different flight with another carrier, but I cancelled a Frontier Flight and then booked the same exact flight to Las Vegas for the same day and same time.  I am being penalized by the Frontier Airlines even after showing loyalty to them.  I booked this flight for a business trip to Las Vegas, then I was mandated to take my Navy Reserve training during the same time as this trip so I cancelled the flight only to be told that same day that my training was pushed further in to August.  I then rebooked the same Frontier flight and now I am being penalized for it.  I have no plans on using any amount of credit at Frontier Airlines since we are not planning on flying anywhere in the near future.  I work three jobs and time does not allow for travel and I am not going to be forced by Frontier Airlines into traveling and paying for hotels, food, etc just because of their unfair treatment of their loyal customers. I want the remaining credit balance of $237.60 refunded to my credit card as well, I do not want and will not be forced into using a credit. 
Sincerely,
[redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologyI understand that this is a difficult time for you while assisting your daughter during her medical condition.  It is never our intention...

to be insensitive to our customers when unfortunate circumstances occur. I am sorry to hear that it took a couple attempts to get a resolution.    We Care About YouWhen I received your call on January 6, 2018, I did my best to meet your concern with empathy and assisted you to move your flight from January 7, 2018 to February 4, 2018.  I waived the change fee of $99.00, and secured assigned seats on both segments of your flight.  I understand that you would like for Frontier Airlines to open up other options for passengers when medical emergencies happen, and I will forward your input to our Management Team for review. Thank you for this feedback. It's important for us to identify areas that need improvement, and we appreciate you letting us know what to work on in our company. Medical WaiversPlease refer to our medical waiver policy if you decide that you are unable to fly with us on February 4, 2018.  See You SoonI sincerely hope that your daughter is better and look forward to seeing you onboard your scheduled flight. Sincerely, Customer Relations SpecialistFrontier Airlines

Dear Mr. [redacted], Thank you for contacting Frontier Airlines. This is to acknowledge receipt of your Revdex.com (Revdex.com) complaint regarding baggage. Central Baggage Service has been asked to respond to your inquiry and this is a follow-up to our call and message to you, today. Our...

records indicate you have been in contact with Frontier’s Central Baggage Service regarding your missing bag from travel with Frontier Airlines on December 14th, 2015, Orlando to Portland, via Denver. We apologize for the inconvenience you are experiencing. We continue to trace for your bag and will contact you with any possible matches found. We have also forwarded your concern to our Dallas office and will contact you with any updates we receive. Receipts for interim clothing or toiletry items purchased during the initial tracing may be submitted to Frontier’s Portland office for processing. For your reference, the direct number to reach the Portland office is: ###-###-####. We also note your advisement that you have not yet received the claim forms Central Baggage previously sent out to you: We have attached another set to this email for your convenience. Please print, complete and submit the forms at your earliest opportunity and within 10 days, if possible. Once received, we will update the tracer on your bag to assist with the tracing. Please contact Central Baggage with any questions on: ###-###-####. Our records further indicate the baggage fee you paid to check the bag was requested for a refund on December 16th, 2015. The refund goes back to the original form of payment, credit card ending [redacted]1548. Credit card refunds are processed within 7 days of request, then please allow time for your credit card company to apply the credit to your account. At Frontier Airlines, we do appreciate your business and we look forward to resolving your claim with you. Sincerely, [redacted] Frontier Airlines, Inc. Central Baggage Service [redacted]

Initial Business Response /* (1000, 11, 2015/10/14) */
Dear Ms. [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
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.
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. Our records indicate you purchased an economy ticket which is a non refundable ticket. You checked in for a 3:25 pm at 3:04 pm, 21 minutes before departure. For a 3:25 pm flight you must have your bags checked and boarding pass in hand no later than 2:40 pm.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be 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 policy and guidelines of our 45 minute cut off time.

We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not explained to me that I had to arrive two hours early to the airport while I was booking my ticket over the phone. That was unfair to me because I missed the flight.
Final Business Response /* (4000, 15, 2015/11/08) */
Dear Ms. [redacted]
We have received your rebuttal as submitted to the Revdex.com.
On [redacted] it advise you must be checked in 45 minutes before departure.
I'm sorry I completely understand your complaint. I went onto [redacted] and booked a pseudo flight and the below information is on the same page you picked your flights. Right after it shows the fare and before you add your credit card information.
[redacted]
Important Flight Information
We want you to know the airline you're traveling with has the following restrictions regarding your flight.
* Tickets are nonrefundable and nontransferable. A fee of $99.00 per ticket is charged for itinerary changes. Name changes are not allowed.
* Frontier Airline fare rules
Frontier requires check-in at least 45 minutes in advance of domestic flight departure and 60 minutes in advance of international flight departure
Frontier fares include one free personal item such as a small backpack or purse (Maximum dimensions: 14" tall x 8" wide x 18" long including the handles, wheels and straps)
Additional purchase will be required for the following:
* One Carry-on bag per passenger no larger than 24" tall X 10" wide X 16" long is allowed for a fee. For best prices on carry-on bag fees, go to Frontier Airlines Opens in a new window in advance of your travel
* All checked bags for Economy fares incur a fee. Checked bags are always less expensive than carry-on bags and can be purchased online during the check-in process. Overweight bag charges start at 50 lbs. and incur additional fees
* Advance Seat Assignments are available online during the check-in process for a fee or seats will be assigned at the airport upon check-in for free
* All onboard drinks and snacks are available for purchase

For the full pricing list, please visit: Frontier Airlines Opens in a new window
Estimated fees for baggage and other optional services.
I'm sorry for your frustration, please understand we must be consistent in our policy to be fair to all our passengers.
Regards,
[redacted]
Frontier Airlines

01/02/2017 03:45 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I'm sorry you incurred additional expenses due to the recent flight disruption you experienced. I understand the...

inconvenience this has caused. We're unable to reimburse for expenditures like the ones you described.   To assure all passengers are treated with equality, we have strict guidelines to the compensation that can be given. Although 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.    Voucher As a one time customer service gesture, I issued you a new voucher that will expire on January 2nd, 2018 but you do not have to fly by then, travel just has to be reserved before the expiration date.I hope this extension will allow you to be able travel for a low cost in the future. I have shown your new voucher number below:   [redacted] ($200): [redacted]   Thank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and 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

01/05/2017 08:36 AM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We Hear You Your flight number [redacted] with service from [redacted]([redacted]) to [redacted]([redacted]) on December 18th 2016 was cancelled due to weather in [redacted]([redacted]). When weather-related cancellations occur, they send a ripple effect to other parts of the US that cause more flight cancellations and delays. Frontier wants to get as many flights out as possible, though due to safety regulations, we are forced to cancel flights. Also, in regard to flight crews, if members of the crew are also experiencing a weather cancellation, then it is impossible for them to arrive at their next location to assist the next flight, also causing a cancellation due to weather-related incidents.   Compensation Flight cancellations on December 18th 2016 did not receive hotel or flight compensation. We issue $100 vouchers for flight cancellations as a customer service gesture. You and [redacted] were the only passengers from your flight that receive additional compensation outside of a refund or being re-booked on the next available Frontier flight. Therefore, you have received the maximum amount of compensation Frontier is able to provide. I apologize that this is not the answer you wanted to hear, but in order to be fair to all customers, we must remain consistent.   In our "Contract of Carriage" it states: "Liability Limited - Except to the extent provided in this rule, Frontier is not liable for failure to operate any flight, failure to operate a flight according to its schedule, or for changing the schedule or type of equipment used on any flight, with or without notice to the passenger."   Come Back Soon I apologize your flight was cancelled and I apologize that you incurred additional expenses. It is never our intention to disappoint customers or to be insensitive to their needs. I hope this isolated incident does not deter you from flying with Frontier in the future. I hope you redeem your voucher so we can make it up to you on your next flight with us. Thank you for choosing Frontier.   Best wishes,   [redacted] Frontier Airlines