Frontier Airlines, Inc.

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

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

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

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

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

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

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]

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

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]

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]

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.

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 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

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

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 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.

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

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.

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