Frontier Airlines, Inc.

Response Email   03/24/2018 04:17 PM   Hello [redacted],   Thank you for reaching out to us once more regarding your damaged property. It is never Frontier's policy to assume liability for damaged electronics and I apologize that you were unable to review this policy before...

traveling. As always, I'm happy to help clear things up.   Damaged Electronics In accordance to our Contract of Carriage (which is available on flyfrontier.com), Frontier is not liable for any indirect, special or consequential damages resulting from the performance of transportation, delay in performance or failure to provide transportation of passengers and other incidental services whether or not there was prior knowledge that such damages might be incurred. I apologize once more for the confusion and we appreciate your understanding and feedback as we are always seeking ways to improve as an airline. Come Back Soon Thank 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

Response Email   03/30/2018 01:11 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for reaching out in regards to your Discount Den membership. Our Apologies Frontier...

strives to provide excellent customer service in person and over the web site. I am sorry if you called and e-mailed Frontier and were not provided with the help you desired.   Discount Den The reason that you may have been experiencing difficulties with canceling your subscription could be due to the fact that you had 3 e-mail addresses linked to your Discount Den account. We have taken care of it by merging the e-mail addresses together and canceling the membership. Typically, in order to opt out of the auto-renewal program you just need to log in to your profile using your Discount Den number and select “My Profile” and then select “cancel”.   As your account was not scheduled to be charged on April 6th, there is no fee for 2018. I have, however, refunded the 2017 Discount Den fee of $49.99 to the [redacted] ending in XXXX. Please allow 5 to 7 business days for processing.   We Want You Back!Discount Den fares are always our best price! You can sign up again at any time when booking your travel on FlyFrontier.com! And remember, up to six people can travel on your itinerary for the special Discount Den fare.   We Value Your Business Thank you for being a loyal customer and I hope to see you on a Frontier flight in the future!   Kindly, Customer Relations SpecialistFrontier Airlines

08/31/2016 01:40 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting us with your concerns regarding our ticket policy.  I'm sorry to hear about your father's...

illness as I know how difficult that can be.  I hope he is doing better.   I'm really sorry that you are disappointed 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 remain consistent. I'd Like To ExplainTo assure all passengers are treated equally, compensation is issued based on the situation at hand.  In your situation, I can certainly understand your desire to change your travel plans so that you could visit your father and when travel plans change due to a medical situation, we are happy to accommodate our passenger as best we can.  But in order to ensure that we are treating all passengers fairly, we do require documentation that supports the passenger's claim to a medical waiver.  Once we receive that information, we are then able to hold the reservation as a credit which is what we were able to do for you on a previous flight.  If we do not receive this documentation, we need to be consistent with our policy which says that a change fee of $99 will be added to the cost of the new flight along with any difference in the fare.    For your convenience, here is a link to our web site that explains our policies regarding changes in your itinerary Itinerary Changes.   Our Apologies I would like to apologize for the manner in which your concerns were handled by our staff.  While they do have to ensure that Frontier complies with its policies, they could have handled your situation with more compassion and understanding and I'm sorry for that.    For Future Frontier FlightsI was thinking what might be helpful considering what's going on with your father and the possibility that you might need to make unplanned changes in your travel arrangements, you might want to consider purchasing The Works on future flights.  This bundles extra services such as bags and seats, in one low price, and is the only way to get full re fundability of tickets after 24 hours. The Works can only be purchased at the time of booking but it's a great way to save in the future and gives you the flexibility you may need.   Although I realize this is not the answer you were hoping for, I hope you understand and that you will give us another chance to be a part of your travel plans.   Kind regards,   [redacted] Customer Relations Frontier Airlines

05/12/2017 02:16 PM Hello Return,   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We Hear You We understand that you read the information incorrectly when you originally booked your flights and that you needed to make...

a change to your flights. Here at Frontier when a passenger makes a change to the reservation, we charge a $99 change fee per person. I understand your frustration surrounding this charge, and I apologize for any inconvenience this may have caused you. Respectfully we are unable to honor your refund request at this time.    In the future please know that we are able to waive the $99 change fee when changes are made within 24 hours and when the reservation is made more than seven days prior to the flight departure. We recommend passengers thoroughly review their reservation prior to confirming the booking, however I understand that reading the departure time as 6:45am rather than 6:45pm is a simple mistake.   Making It Right Please know that we do value you as a customer. In an effort to make things right, each member of your party was issued a Frontier voucher in the amount of $99.00 each to use towards future Frontier travel. Your vouchers expire on August 11th, 2017, but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   [redacted]   I apologize again for the inconvenience and we hope to have the opportunity to restore your confidence onboard a future Frontier flight.Kindly,[redacted]Customer Relations Specialist Frontier Airlines

[redacted]Regrettably, the certificates are non-refundable once issued. I will not be able to reinstate your miles and reissue new certificates with another car rental agency, per our Early Return coordinator.The certificates you have are valid for [redacted] and can be used for a later time subject to availability.[redacted]

01/18/2017 12:38 PM Dear Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.    We sincerely apologize for the delay of your bags and for the inconvenience you experienced.  We show that...

you have already received three of your bags and that the fourth bag was received at the Trenton airport and they have set it up for delivery today, Wednesday, January 18.   If you have original receipts for interim clothing and toiletry items purchased during the delay, they may be scanned and sent to [email protected] for our management to process. You may reach our Central Baggage Service office directly: ###-###-####, with any inquiries.   Central Baggage has requested a refund of the $240 baggage fee you paid. The refund will go back to the original form of payment.  Please allow two credit card billing cycles for this process.   I am sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,     [redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
[redacted] Airlines offers "Low Fares Done Right" in all of our markets. Fares are...

subject to change. We do not adjust the purchase price on non-refundable tickets should there be an increase or decrease after the reservation is confirmed. Terms and conditions are agreed to at the time purchase. An adjustment to your fare and waiver of change fee would not be provided.
Sincerely,
[redacted]
[redacted] Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not provide any new information, just that they won't adjust my fare since it against their policy.
Final Business Response /* (4000, 9, 2015/08/10) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
In regards to any new information, we do remain consistent with our policies to be fair to all our customers and do not price match after purchase. To make a change to the Economy fare purchased the change fee would apply. I'm sorry your disappointed with the policy.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Hello [redacted],   We have received your correspondence with the Revdex.com. I apologize for the delayed response.   Per our conversation, I have waived the $75 name change fee as a one time customer service gesture so you were able to add [redacted] to your reservation. Please know that it is...

usually our policy to assess fees for particular changes to reservations and that fare differences will always be assessed to a flight when changing the details of your travel.   As a kind reminder, in the future when wanting to make a modification to your reservation, you can always go to "My Trip." Additionally, for more information on our policies concerning booking changes, you can always visit our FAQ page.   I hope all of this information is helpful and I wish you all the best in your future travels.   Kindly,  Customer Relations Specialist Frontier Airlines

09/12/2016 05:30 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   What You Should Know I understand that when your travel plans changed, you contacted [redacted] to cancel your flight and they...

told you to contact Frontier to make that change.  When you called Frontier you were told that you were not eligible for a refund of your ticket since it had been more than 24 hours since your reservation was booked.   According to our records, your flight was booked on 9/5/16 at 6:44 PM.  You placed the call to Frontier on 9/6/16 at 7:22 PM which as you can see was beyond the 24 hours. Your complaint mentions that between calling [redacted] and being on hold, you lost about 30 minutes which unfortunately would still put you outside the 24 hours.   What I Can Do I understand how frustrating this must have been and while I am unable to refund your ticket, as a one-time customer service gesture, I have issued a travel voucher for the amount of your ticket which was $78.10 that you can use on a future flight with Frontier.  Our vouchers normally expire in 90 days but I have extended your voucher out 6 months.  While you will need to redeem your voucher prior to the expiration date, you can fly as far out as Frontier's schedule allows.  For your convenience, the voucher number is [redacted] and it expires on 3/12/16. Please see the redemption instructions below.   Again, please accept my apology for this incident and I do hope you will use this voucher on a future flight with us so that we can show you a great travel experience.   Kind regards,   [redacted] Customer Relations Frontier Airlines

06/24/2016 12:42 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I would like to apologize for the extra baggage fees you paid at the gate.  I can understand your frustration, however...

we are unable to refund our baggage fees.  Several times during the booking process we alert our customers of the increase of baggage fees.  We do this so our customers will book at the earliest time possible where the fees can be as low as $35 dollars. For future reference and the most up-to-date information on our baggage fees please visit our web site athttps://www.flyfrontier.com/travel-information/baggage/.   We appreciate your business and hope to see you soon on future Frontier flights.   Kindly,   [redacted] Customer Care Specialist Frontier Airlines

Dear Mr. [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Per your January 26th email to [redacted], we are under the impression that you are no longer interested in discussing the matter with Frontier.Please let us know if we are mistaken. Kind regards,[redacted]Customer Relations Specialist Frontier Airlines  Customer ([redacted]) 01/26/2016 12:18 AM I apologize for the following email. I am no longer interested in receiving an outcome from Frontier Airlines. Consider this consumer complaint resolved.

02/01/2017 10:59 PM 01 FEBRUARY 2017   Dear [redacted],   Thank you for your email.   Your bag has been located and the airport station has advised us that it is in holding at the [redacted] ([redacted]) station. Please contact them at your earliest convenience so as they may...

discuss options for retrieval.   For inquiries or further follow up, please refer to the information listed below and call the station listed. Please also note that station cities are only manned during active flight times during the day, so you may need to leave a message, and await a call back.[redacted]
[redacted]
[redacted]
[redacted]Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced.Sincerely,[redacted]Frontier AirlinesCentralized Baggage Specialist

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We do make every attempt to notify members of the expiration policy. All members with up-to-date contact information were emailed on...

February 4, 2015 of our new six month expiration policy. Additionally, post cards were sent to members explaining our expiration policy. As a onetime customer service gesture we have reinstated 40,500 miles to your account. We look forward to serving you onboard a future Frontier Airlines flight in the near future. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

06/30/2016 07:26 PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On the image below you can see at the bottom, right before you hit the purchase green button, you have to select the box " By selecting...

you are agreeing to the Terms and Conditions" to finalize your purchase.When you click on the "Terms and Conditions" it takes you to another page with all of our Terms and Conditions. As you can see on the second paragraph we do indicate that if you do cancel your flight, your ticket will retain its value for 90 days, and the value of your ticket may be applied towards the purchase of a future ticket subject to a change fee of $99.Our ApologiesUnfortunately due to our policy that was agreed to at the time of purchase. I am not able to refund any form of compensation in the form of money back into your debit card. If you do cancel your flight , your ticket will be retain its value for 90 days, and the value of your ticket may be applied towards the purchase of a future ticket with Frontier. We appreciate your patience. Kindly, [redacted]Customer ServiceFrontier Airlines

09/20/2016 04:03 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We understand your frustration in your missing keys and in not being able to retrieve them in time to prevent the bag...

from going down the bag belt.  Unfortunately, it is a safety issue for our agents to retrieve bags once they have been placed on the belt.  Agents are instructed on how to lift and place bags and for their safety, they are instructed that once bags are placed on the belt they are to leave them.  It is the responsibility of the passenger to insure that all personal items in the bag are reviewed before check-in.  We do apologize.   As a customer service gesture, we are happy to offer you a $150 electronic travel voucher for future travel on Frontier Airlines.  Please let us know if you would like to accept our offer.   Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage complaint. We look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.   Sincerely,   [redacted]

Dear [redacted],
Thank you for contacting Frontier [redacted].
On behalf of Frontier [redacted], please accept my sincere apologies for the inconvenience our flight disruption caused you on December 24, 2015. Our number one priority is the safety and well-being of our passengers and crew and...

periodically our flights have to be delayed due to this reason. However, that does not excuse poor treatment of our valued customers.
I am sorry that you did not receive the most up-to-date delay information. It is very important to us to provide accurate information and I assure you your feedback has been taken seriously and has been shared with our Customer Service managers.
Along with our sincere apologies, we have issued an electronic voucher in the amount of $25.00, which can be applied towards your next Frontier [redacted] flight.
To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: [redacted]
This voucher must be redeemed by April 3, 2016, but you do not have to travel within this timeframe. Future travel may be booked as far out as Frontier's schedule allows.
[redacted] rely on the gate assignment that the airport management is providing in each flight. As much as we want to avoid causing disappointment to our passengers, this is beyond our control.
I understand that our flight disruption impacted you negatively however, we do not compensate passengers during weather-related delays as weather is something that we are unable to control. Furthermore, we are unable to provide refunds for tickets which are used to travel.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Reservations Specialist
Frontier [redacted]
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
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 to whom it was issued. The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

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

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

07/21/2016 09:38 AM Hello [redacted]   I have received your correspondence from the Revdex.com. I can certainly understand how frustrating it is to have such discrepancies between the all the different dates you were told the miles would be posted and I am sorry for any inconvenience this may have...

caused. Per request, your account has been credited with the 40,000 EarlyReturns miles you have earned through use of the credit card. I have logged your feedback for further review by EarlyReturns department management. Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. We hope to welcome you aboard soon.     Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm sorry that your baggage was not at your final destination in Miami when you arrived, and that you were not able to retrieve it until you...

returned to Islip. This is not the experience that we strive to provide for our passengers and I apologize for the inconvenience you've experienced.   Baggage Process The role of our Customer Relations department in Delayed Baggage claims is to reach out to the airports involved and provide the passenger with the updates they receive. I assure you it was never any agent's intent to provide you with misinformation. We are only able to provide the updates given to us, and I apologize if these resolutions were not followed through on. I am really sorry for the troubles you experienced while trying to reunite with your bag while you were in Florida. That was certainly not our intention.   RefundRespectfully your flights that have been flown are not eligible for a refund despite any bag delay that may have occurred. While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses, we have a refund for both of the fees you had paid for your delayed bag.   Reimbursement Yesterday I sent you an email requesting your receipts for interim reimbursement. I am happy to review any receipts you may have for the six days you were without your bag. I look forward to working with you on this. We Can Do Better All that being said, I do appreciate you taking the time to share your feedback with us. We are always seeking ways to improve as an airline, and I assure you that the leadership team at both Miami and Orlando have been notified of your concerns. We use these situations as training opportunities to ensure the experience is not repeated.   Regards,   Customer Relations Specialist Frontier Airlines

07/19/2016 06:36 PM [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Your records did not show a charge for the seat you had in 27B.  Seat selection are free at the time of 24 check in. If you incurred a charge it may show on your Fiance's reservation, but I do not have his reservation to review.   Unfortunately, sometime seat assignments get changed at the airport for various reasons. I know seat assignments are important to our passengers and I am sorry you were not able to sit together.   Regrettably, we will not be able to issue you a refund due to the seat being changed, but for the inconvenience I have issued you a $25 electronic travel voucher. The voucher must be redeemed by October 21, 2016, but you do not have to travel within this time frame.