Frontier Airlines, Inc.

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]

07/29/2016 01:48 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.   I sincerely apologize for the unprofessional behavior of our gate agent in Denver. Frontier Airline agents in Denver...

make a last boarding call for all flight via the airport over head.   I'm sorry if you were unable to hear the boarding announcements for your flight for where you were sitting. Congestion in departure gate areas happen frequently and it's best to stay close to your gate and listen for announcements or review the departure boards for updates and departure times.    Passengers must be onboard the aircraft at least 10 minutes prior to our scheduled departure. Our agents are not required to call passengers by name. However, this is done most of the time as a courtesy. Although this is our policy, our customer service agents should always convey this information in a courteous and professional manner. I have filed a complaint on your behalf in regards to the rude agent and forwarded that information to the appropriate management team.   As, is the case with all tickets that have been flown, your tickets are not refundable once they have been utilized.   I do understand that this is not the answer you were hoping for. However, we must be consistent with our policies to be fair to all passengers.   Thank you for taking the time to write. Your feedback has been logged.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

Dear Ms. [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Our records indicate that Central Baggage Specialist Linda contacted you directly to discuss the matter. She states that your bag fee has...

already been refunded and she provided you information on where to send any receipts you may have for interim expenses.

Please let me know if you have any questions.

Kind regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   03/22/2018 06:52 PM   Hello [redacted],Thank you for letting me know about your experience on January 21, 2018 when traveling from Los Angeles to Cincinnati. I'm really sorry to hear about any confusion surrounding your cancellation and I appreciate the opportunity to...

assist.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 weather. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.RefundMy research indicates that you spoke to our Reservations agent [redacted] this morning and that she approved your full refund request in the amount of $990.40 to your card ending in XXXX. I apologize once more for any confusion and please allow 7 business days for this transaction to post to your account.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier 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]

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

02/02/2017 09:15 AM Dear Ms. [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We received your interim receipts and they were processed on 1/28/17.  You should be receiving payment shortly.   Thank you for your patience.   Respectfully,     [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

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

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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that there's nothing else I can really do so this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you purchased your ticket with a third party agency,...

[redacted] They do advise all passengers to contact their airline for any additional fees.
While booking reservations on our web site: flyfrontier.com we have pop ups advising all passengers of bag fees and seats fee. It is also on the receipt we send out. We also had radio and TV commercial adds when we first introduced these fees [redacted] I'm sorry we're unable to honor your request.
We apologize for any misunderstanding of the TSA pre-check. Also on TSA web site is a list of airlines who participate in this program and Frontier is not one of them. We do not participate in it at this time, but we are hoping to have it in the near future.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/02) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any difficulty when contacting our reservations...

department. In reviewing your reservation history I can see that both of your reservations [redacted] and [redacted] as a customer service gesture have the return flight refund requested. This was done on June 23, 2015 and may take 7 business days to process and up to 2 billing cycles to appear on your statement.
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. Be assured that your comments have been forwarded to our reservations management team for training purposes.
Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

08/17/2016 09:42 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety is Our Priority For safety reasons passengers who appear to be under the influence are not allowed to board. I'm...

sorry you were unable to travel from Cancun however notes from the station advise that when trying to assist authorities were called and you were escorted from the terminal for the disturbance. At Immigration and Customs you were aggressive and shouting at officers.   Our agents in Cancun did contact Apple representatives regarding this situation.   Respectfully we would not reimburse any additional expenses for denied boarding due to intoxication.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

09/19/2016 07:00 PM  [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for your patience as I researched your concerns.   Upon receipt of your correspondence, I initiated an internal...

investigation into your concerns regarding the delay for the wheelchair request for you in [redacted]. The airport advised me that you were checked in for your flight at 6:51 am and records show that you boarding your flight at 7:55 am. I was also advised that it will take approximately 30 to 40 minutes for the wheelchair agent to get to the gate.   When a passenger arrives at the ticket counter or gate they will be asked to wait until an attendant can be called to provide wheelchair service available as soon as possible. Since the flight schedules can vary in addition to the numerous unscheduled wheelchair requests we receive, at times there may be a short delay until a wheelchair is available. Passengers are assisted on a first come first served basis. I was advised that our wheelchair vendor in [redacted] will ask the [redacted] agents to assist with wheelchair assistance when they are busy.   Although Frontier has a contract wheelchair vendors in [redacted],  it is still Frontier’s responsibility to ensure timely wheelchair service is provided from the terminal to the gate and from the gate to baggage claim. I have shared this incident with all station managers along with the vendor managers for further internal follow-up. Even though all communications and actions with our employees and vendors are proprietary and confidential, we will take the necessary steps to do everything possible to ensure our expectations of exceptional service are maintained.   [redacted], it is Frontier's responsibility to assist passengers with disabilities, in accordance with the US Department of Transportation (DOT) regulation 14 CFR Part 382.91 which requires carriers to provide or ensure the provision of assistance requested by or on behalf of a passenger with a disability, or offered by carrier or airport operator personnel and accepted by a passenger with a disability, in moving from the terminal entrance (or vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight. Frontier did not violate this part of the regulation on September 7, 2016 in [redacted] when you received wheelchair assistance within a timely manner.  If you wish to report this incident or pursue enforcement action with the Department of Transportation (DOT), it is within your rights to do so. This complaint will be counted in our summary of written complaints that we provide annually to the Department of Transportation (DOT).   I apologize if a priceless photo frame was damaged in you checked bag. Did you advise the agent at the ticket counter that there was any fragile item inside? If you had told them they would most likely would advise you to bring it onboard with you since we do not cover damaged items in a checked in bag.   Except where required under the Montreal Convention, Frontier is not liable for the priceless frame if you pack them and your luggage is lost or damaged. This would include any antiques and collectibles. For more information regarding what we do not cover for damaged items in your bags please visit our website at: https://www.flyfrontier.com/travel-information/baggage/ and click on the Damaged and Lost Baggage link.   As a customer service gesture I issued voucher number [redacted] in the amount of $25.00 that will provide a discount on your next Frontier Airlines flight. The voucher must be redeemed by April 1, 2017, but you do not have to travel within this time frame.   Thank you again for your comments. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.   Kind regards,   [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 11, 2015/09/03) */
Dear Ms [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with us recently. In...

spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you.
We requested a refund of your $25 checked baggage fee. This should be processed on our side within 7 days, with the refund going to the [redacted] ending in [redacted]
We would invite you to request reimbursement for any qualified interim expenses you might have had. Please include your name, the address to send the check to, your telephone number in case we have any questions, your reservation code [redacted] incident # [redacted]XXXXXXXXX, and the original receipts for your interim expenses. We request the original receipts, but suggest that you make copies for your personal records. Please send the above information to the address below.
Frontier Airlines, Inc.
Attn: [redacted]
P. O. Box XXXXXX
Denver, Colorado XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/08/30) */
Dear Mr. [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 we fell short of this when you were unable to travel with us on August 9, 2015 from Philadelphia. We have high expectations of our employees and are disappointed with the behavior you described of our supervisor Nichole. Your comments have been forwarded onto our Philadelphia station manager.
Our records indicate a refund of your August 9, 2015 flight in the amount of $398.00 was refunded back to your credit card ending in [redacted] as well as your $40.00 bag fee refunded back to the same credit card.
Also on August 9, 2015 your compensation checks were mailed out in the amounts of $796.00 each to [redacted] XXXXX.
As a gesture of apology due to your bag delays, we have issued an Electronic Travel Certificate in the amount of $150.00 which provides a discount on a future Frontier Airlines flight. Please review the terms and conditions below. To redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking process. When you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number.
Name: [redacted]
Expires:11/28/2015
Certificate number: XXXXXXXXXXXXXXXXX
Electronic Travel Certificate:
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.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations

04/21/2016 12:09 PM Ms. [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. As we have verified and previously explained, you have NOT been over charged for seating. I apologize for any confusion there may be and have attempted to contact you via phone without success to provide a clearer explanation. It has been verified that you have not been overcharged for seating and therefore your request for a refund is again denied. Your business is very important to us.  We hope to have the opportunity to restore your confidence in our service onboard a future flight. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
When Frontier flights are booked with a travel agency we are unable to see what...

time it was booked and what time is was canceled. I apologize the travel agency advised you had until 10 pm to cancel. Your reservation was issued booked with Orbitz, they are responsible for what ever they have on their web site. Orbitz should work with the customer when the flights are not refunded if that is what they have on their web site.
I apologize for any inconvenience has caused you, we are unable to honor your request for a refund but you do have a credit with Frontier.
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, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called [redacted] about cancelling this flight before their advertised 24-hour period, they directed me to a Frontier agent. It's Frontier's cancellation policy that differs from what was advertised. How can Frontier (or any airline) neglect to coordinate more closely to those who are allowed to book flights on your behalf? It's a Frontier flightand Frontier has kept my money, not [redacted]
It's certainly not the customer's problem that Frontier doesn't make [redacted] honor it's own cancellation policies or coordinate more closely with [redacted] to ensure all its policies are what Frontier will honor. I don't feel it's appropriate for the customer to adjudicate this issue.
Frontier should issue a refund and work out the policy issue with [redacted] or refuse to allow [redacted] to continue allowing bookings through their site. It's the airline's responsibility since they kept the money. If [redacted] had kept the money, I'd file a claim against them.
Final Business Response /* (4000, 19, 2015/11/30) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com.
Thank you for providing the [redacted] link about their cancellation policy, it does refer to [redacted] issuing a refund, so please contact [redacted] to issue your refund.
If you cancel your flight reservation within one day of booking by 10 p.m. CT, [redacted] will issue a refund for the ticket cost to your credit card automatically. No airline penalties will apply..
Frontier Airlines policy is a 24 hour policy.
Here is a link from our web site advising of our 24 hour cancellation policy: http://content.flyfrontier.com/travel-information/travel-policies
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within 7 days (168 hours), all tickets may be cancelled for a full refund up to 24 hours after the time of purchase. You can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.If it has been more than 24 hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX. Economy tickets will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 21, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted]
Thank you for providing your cancellation policy again.
However, since I booked my ticket through [redacted] on behalf of Frontier airline, [redacted] cancellation policy supercedes Frontier's. That is, Frontier should be held responsible for honoring [redacted] 10 pm CDT cancellation policy.
Since Frontier kept my refund, not [redacted] Frontier owes me my flight refund.
Regards,
[redacted]