Frontier Airlines, Inc.

09/17/2016 06:11 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We hear you! My records indicate that you did arrive at the reservation desk 33 minutes before your flight. We understand...

that you did try to check in using our kiosk but it wouldn't let you because you had passed the 45 minute cut off time. I understand that you mentioned that it was not your fault, it was the car rentals fault., and again that is not our fault. We apologize that you missed our 45 minute cut off time.   We are sorry, but we are not able to refund your flight. If you would like more information about our check in time and cut of time, you and look more into our Contract of Carriage.   Kindly, [redacted] Customer Service Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/12) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
My Condolences to you and your family.
On behalf of Frontier Airlines, please...

accept our sincere apologies for the multiple delays of your cousins refund. I understand your frustration when you were advised this was resolved when indeed it was not. I'm sorry for the inconvenience this caused you.
I contacted our Specialist from our Audit Revenue Accounting department and she has advised me she placed [redacted] on the Manual Refunds for upload tonight. Her $257.97 refund will go back to the MC [redacted]
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
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
Hello,
Please be advised I have spoken with a [redacted] representative who has confirmed payment from Frontier Airlines on September 3, 2015.
Thank you for being a listening ear and the ammunition that has forced Frontier Airline to refund the money.
There needs to be more offices like Revdex.com that help families like mine rest assured and confidently know that justice was served in honor of our deceased family member.
Thank you and God Bless,
[redacted]
On behalf of my cousin, the late [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the attention you have brought to this issue and it encourages me to continue to fly with Frontier. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 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.
Our records indicate you purchased your tickets with [redacted] Third party agencies...

advise passengers ** contact the airlines for fees. While booking directly with us we have pop ups advising of our fees.
Our web site advises the following information: [redacted]
ITINERARY CHANGES
If you would like to change your itinerary prior to the day of travel (date changes or city changes), you may do so at the My Trips section on FlyFrontier.com. If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased, including all tickets sold as Classic Plus tickets, you may visit Flyfrontier.com and apply the value of your purchase to your new ticket without any penalty, subject to any difference in fare and/or options prices. Otherwise, you must pay the difference between the fare already paid and any difference in fare and/or options prices, as well as a non-refundable change fee of $99.
Most other airlines charge $200 or more for change fees, I invite you to check out other airline web sites.
Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
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

Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesFirst, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know...

this has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellation. I also know that you expect to get where you're going safely. It's never our intent to disappoint or inconvenience our passengers.Refund ProcessedMy records indicate that you received a refund of the fare of your cancelled flight. The amount $110.10 was processed to . Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices.Voucher InformationWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you described. However, as a gesture of apology for your experience I have issued you a $100 voucher to use as a discount toward a future flight with Frontier. The voucher will expire , though you are able to book as far as Frontier's schedule will allow. Your voucher number is .  Come Back SoonWe know that as a company that has people like you counting on us, we failed you. We take this letdown very seriously. We know that we could have done better. And the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers. Thank you for choosing Frontier and we hope to make it up to you on your next flight with us. Best wishes,[redacted]Customer Relations SpecialistFrontier Airlines[redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within 90 days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.• 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, 5, 2015/07/30) */
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 confusion regarding your carry-on fee. With the...

Economy fare purchased there is a fee to carry-on a bag larger than the free personal item. If agents determine your bag to be of carry-on size the fee would be collected. Bag fees are non refundable.
In reviewing your reservation it appears you contacted our reservation department on July 10, 2015 inquiring about a refund. The agent provided a credit of the bag fee as you had mentioned you were military personal. If you can provide documentation such as travel orders or proof of active duty we will refund the fee.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:Frontier asked for more information.  Here's that info:passenger name as it appears in the travel record: [redacted] the six-digit reservation code: [redacted] city pairs: [redacted] (round trip) approximate travel dates 10/6/17 to 10/11/17
Sincerely,
[redacted]

Response Email   12/05/2017 10:22 AM   Hi [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am apologizing on the behalf of the reservations agents you spoke with and the manager who...

hung up on you.  I am also very sorry that you had difficulty in processing the payments for your reservation. Which then resulted in having you contact your bank for answers. The experiences that you had described do not reflect the standard of customer care that strive to uphold. I deeply regret that this happened to you.   After you had finally reached me at the Customer Relations department we had discussed the reasons why the reservations couldn't be booked for your minor and the adult separately without initially paying the unaccompanied minor fee for both legs of the minor's flight. We also discussed once both passengers check-in for their flights and then its confirmed the minor isn't traveling alone on one of the legs that we would move forward in refunding the unaccompanied minor fee after it has been confirmed they aren't traveling alone. We as a business have to ensure our liability for a minor traveling with us by filing and processing payment for the minor before being able to confirm before the flight that they in fact are not traveling alone.   I had also explained to you that once confirmed the unaccompanied minor fee may take 3-5 business to appear back in your bank. That is something that is out of our hands once we have processed the refund. It is up to your bank based on their policies to release those funds back to you. Frontier processes the refunds immediately, any delay in funds appearing in your account is due to the practices of your financial institution.   I apologize again for your past experiences, if you had any additional concerns or questions, please do not hesitate to follow up.   Regards,    Customer Relations Specialist Frontier Airlines

03/24/2016 12:53 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I must respectfully advise you that we are not able to honor your refund request. The Economy fare purchased is non-refundable.If you choose to...

cancel this reservation a $99.00 change fee per person is deducted and a credit will be set up under the existing reservation for future use. You have a credit of $42 to be applied to a future flight. The remaining credit is valid 90. Travel must be rebooked by June 17, 2016, but may be scheduled beyond that date to anywhere that Frontier Airlines flies. You can book travel on line and put in your record locator [redacted] on the payment page or you can call our Reservation Center at ###-###-####.In regards to seating fees they are not mandatory, but the purchase of advanced seating ensures your desired seating location. As a courtesy to passengers, a portion of every aircraft is available for advanced seat assignment. All seating is based on availability and passengers who do not pre-assign their seats requiring a fee, will be assigned any remaining seats on the day of travel, free of charge. All information regarding seating, baggage and cancellation fees can be found at www.flyfrontier.com. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Hello, I am writing you regarding Complaint ID: [redacted]. I am sorry for the delayed response, but I've made it back to Europe, I was on the road. I wanna mention that Frontier Airlines did not refund me a penny till now and their $200 voucher means nothing to me, because God knows when I'll be back in the US, so I won't use that at all. I need my refund back plus the difference till $2,285 how much I've paid for my flight ticket back to Europe. The way they treated their customer at that time is way unacceptable for the present time. Thank you and have a nice day!Please refund my $332.65 that I've paid for the flight plus the difference till $2,285

As of 10:13 a.m. CST, I have received no refund to my account, nor any follow-up contact.  When I attempted to contact Frontier directly about three weeks, the representative I spoke with said they could not assist with this issue and would not direct my call to [redacted] (the person who answered the original complaint).  I would like to get this resolved as soon as possible.  Especially since the original response from the airline was December 29th.[redacted]

Complaint: [redacted]
I am rejecting this response because: First of all I would like to note that Houston Baggage Service Office received all of the necessary information when the baggage was initially damaged. As far as them saying they are still waiting to receive a copy of my original dated receipt for the damaged luggage they have received this multiple times. Never once have they reached out to me or returned my phone calls in which I have left at least 10 different messages on multiple occasions. I would also like to note that I have called the frontier corporate office where I have had talked to your customer service whom I may as have been of no help and very rude. I continue to tell them that Houston has been unresponsive in paying me or calling me for the damaged bag. Frontier Customer Service also tells me that they have escalated and continue to escalate the issue and yet I have never heard back from anyone. The lack of customer service from you is astonishing and I am appalled at the response. Frontier is still held responsible for the damaged bag and continue to be unresponsive. In the mean time I am still out the money lost from the damaged bag and I have had to buy a new bag for other travels in which I have had to take. I would like to settle this claim and have continued to ask for you guys to send a check to replace the bag. To summarize the response you sent is a lie as they have never reached out to me and I have sent them everything multiple times with no response either email or phone. Your customer service is awful and I still hold you responsible for replacement and payment of the lost baggage from being damaged. This will not go away and I will continue to push to get reimbursed even though you guys continue to be unresponsive.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/28) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
My records indicate, you...

initially filed your complaint with our Customer Relation department on 5/15/15. Our agent Kenya responded on 5/19/15. Please review her response below which best represents our position on this matter:
After review, our records show this ticket was not marked as a No Show. We will honor the ticket credit for a future Frontier flight, 75.00 change fee and fare difference will apply. I am unable to process a refund, the Economy ticket is non-refundable.

The unused portion of your ticket is available for future use. When you're ready to re-book, please contact our Reservation Center at XXX-XXX-XXXX and provide reservation code [redacted]. Tickets expire 1 year from the date of issue. The applicable change fee has been applied, any difference in the remaining value of your ticket and the new fare will apply upon re-booking.
We look forward to serving you in the future.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/06/18) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are sorry for the inconvenience that our delay caused you when traveling with us on...

May 18, 2015 and that you missed time with your family. I understand how frustrating this must have been and regret that you travel plans didn't go as smoothly as they should have.
Flight irregularities can be very challenging and 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, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.
In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable.
Our records indicate that Frontier flight #1265 was delayed due to weather/Air Traffic Control (ATC). The flight began in Philadelphia where the flight experienced the weather/ATC delay. This caused the delay of you flight from Chicago to Las Vegas. During times when we are experiencing delays or cancellations due to weather or ATC related issues, we do not provide compensation as weather is something that we are unable to control.
Fares are based on availability and are not guaranteed until held or purchased. We regret to hear that when you called back to confirm the change you had previously inquired about the lower fare was no longer available. There are many factors that affect the price of a ticket and fares change constantly.
While we are unable to honor your request for a refund of your used ticket or a provide free round trip ticket in this situation, our records indicate you were each issued a $50.00 voucher as a customer service gesture. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
We hope to have the privilege of serving your future travel needs under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want this because I was not given what was promised. You inconvenienced me and ruined my whole trip. What you did cost more then 50.00 in damages. Seeing as I had to cancel shows and room bookings and could not get my money back. I want back what Frontier Ruined. I did not get to spend time with my family because of the flight delay, and then to turn around and promise me I could change my flight to a later date for 100.00 set rate and then change your mind and go up on price AFTER I added on additional night stays and booked extra events and shows to attend with my family this is not acceptable. I wasted money here. The least you could do is refund my tickets or provide courtesy tickets a 50.00 voucher is a joke to me compared to money lost. smh please follow up with me asap. XXXXXXXXXX or by email [redacted]@gmail.com. Put yourself in my position!
Final Consumer Response /* (4200, 16, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You keep responding and saying "lower fare wasnt available". It was not explained to me that I would be buying a brand new ticket, It was explained that I was just switching flights and that there was a set price to switch flights. That is how you inconvenienced me why is it that YOU dont want to accept responsibility for the action of YOUR representatives? If I had assumed the price wouldnt change YES it would be my fault but I did not assume anything I called and verified how much it would be to change my flight and was given a SET PRICE as explained by YOUR REPRESENTATIVES. We have been going through this over and over for the past few months and YOU are showing what kind of company Frontier is made of. And at this point I want what I want and its not the measly $50 because what I lost is so much more than a $50 credit and its Frontiers fault and therefore FRONTIER should accept responsibility not point the finger at me. AGAIN, I would like a formal response from YOUR PRESIDENT I would like to know how he feels about this situation and I wonder if he is aware this is how customer service deals with its paying customers. I would like to be compensated and NO I do not want a $50.00 certificate. My fiance has washed his hands with this and no longer wants to fly with frontier so you can surely cancel his certificate he has began flying with a different company but I would like my full refund or a courtesy certificate for my next trip and NO I do not want a lousy $50.00.
Final Business Response /* (4000, 18, 2015/08/15) */
[redacted],
We are in reception of your rebuttal submitted to the Revdex.com.
The response sent to you on August 3, 2015 represents the final resolution for this concern. Here is the correspondence:
I apologize for the delay in responding to your concerns. They have been escalated to me from Lead agent [redacted].
As previously stated, our fares are subject to change. While we regret the inconvenience you experienced, we would not be providing a refund or free tickets.
As a customer service gesture, I have increased your travel certificates from $50.00 to $100.00. Please see below for the updated certificate information.
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]: XXXXXXXXXXXXXXXXX. [redacted] XXXXXXXXXXXXXXXXX.
These vouchers must be redeemed by November 3, 2015, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
We hope that you will choose to fly with us again.
Sincerely,
[redacted]
Supervisor of Customer Relations
Frontier Airlines
[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 ** 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.

12/28/2016 02:19 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am very sorry for the difficulty in contacting us. Frankly, we are very backed up from the past weather event. Your...

delays were caused by this event.   Your Stroller I regret that your stroller has been missing for so long. We had a huge baggage backup in Denver from all of the baggage from canceled flights. I do not see a baggage claim in our records. Do you have a baggage claim number for your stroller and if so can you email this back? Our Regrets First, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know this is has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you. Weekend Weather Event Let me take a moment to explain as much as I can, why this happened.  This last weekend we faced severe weather across the US, especially in Colorado. And although the weather problem was short, it forced several delays and ultimate cancellations. While we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed them. This had a ripple effect that caused more delays and cancellations. Your Compensation Your $25 voucher ([redacted]) will remain in our system until 12/19/16 and your $200 voucher ([redacted]) will remain until 12/20/16. You do not have to travel within this time frame. Redemption instructions are below. We Value Your Business Once again, I am sorry for the travel disruption you experienced. All of us at Frontier are working hard to improve our service and we hope you will give us another try. I am sure your next flight will be a great one. Kind Regards, [redacted] Frontier Airlines

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.
Please accept my apology for any inconvenience when contacting our reservations...

department regarding your unused flight. In reviewing I can see that Customer [redacted] agent [redacted] responded to your email yesterday providing a voucher for the full value of your fare. Please feel free to respond to her email if you have any questions regarding your voucher.
Thank you for your patience. We look forward welcoming you on a future [redacted] flight.
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.)
As explained in my original complaint, I attempted to book a trip, well within the limitations set by the airline, using my credit. I was unable to do so due to the airline's mistake. Moreover, at the time I called I had written proof - email confirmations - of my booking but the airline refused to consider this and resolve the issue in a timely manner. The dates for that trip have now come and gone. I no longer have an opportunity to use the credit, and therefore requested my money back in full, as opposed to credit to use with Frontier airlines.
Legally I am entitled to this compensation. When frontier airlines lost my information and did not allow me to book the trip of my choice within their own terms and conditions of sale, they breached the contract we had. Now they claim that their terms and conditions entitle me only to store credit and not to a full refund. The breaching party cannot claim the benefit of the contract. I am entitled to restitution, which means to be fully repaid for any losses, and the loss to me is $234.20. If this is resolved out of court I will overlook the time and inconvenience this cost me to resolve.
Final Business Response /* (4000, 14, 2015/08/21) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
As [redacted] explained via email on [redacted] the amount being refunded is the amount you had available at the time you called to make a new reservation. Because agents were unable to locate your reservation as a gesture of good will the fees were waived for your rebooking only. The refunded amount will not have the fees waived.
We regret any disappointment in our position in the matter.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As explained in my previous response, I am legally entitled to a full refund in the amount of my original ticket purchase WITHOUT having fees withheld. Once again, this is the legal result of the business violating our contract when they were unable to locate my information and book the trip of my choosing within the bounds of their terms and conditions.
I do not find their offer to waive the fees for a future booking "an act of good will" as they claim, because the trip I intended to take long passed before they responded to me and attempted to resolve the issue. They took an unreasonably long time given the fact that I had all confirmations of my booking in writing and immediately ready. They are attempting to claim the benefits and protections of their terms and conditions without providing the same to their customers and this should not be acceptable to you, the Revdex.com.
Further I have directly responded to the business, explained why I find their response and offer unacceptable, and requested that they stop contacting me repeatedly with the same exact offer, but they have not stopped and it has reached the point of harassment.

Response Email   12/02/2017 08:06 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I am sorry to hear that you are disappointed with Frontier. I understand that...

you tried to cancel your flight within 24 of booking it. I am sorry to hear that you could not do this without incurring a cancellation fee of $99. I apologize if you were not made aware of our policy, it is never our intention to misinform or mislead our passengers.   Explanation of Fees Our policy states that passengers can cancel their flight with no charge within 24 hours after booking as long as their flight is more than one week out. If the flight is within a week, all passengers are required to pay a $99 cancellation fee. This is Frontier's standard policy and I am sorry if you were not made aware of this policy when booking.   Your Booking According to my research you booked your flight on November 27 at 9:34 p.m. You then cancelled your flight on November 28 at 8:08 p.m. This does fall within the 24 hour rule, however the flight you were canceling was on December 1st which was only 4 days away. This therefore requires that you pay a $99 fee to cancel since it was less than a week away. I apologize that this was your experience and I understand that this would be frustrating. I am sorry for this. Given the circumstances of your booking, I am unable to honor your request for a waiver of the $99 cancellation or a refund of your booking.   Your Credit In accordance with our policies you were issued a credit in the amount of $179.40 for the value of your flight less the $99 cancellation fee. 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: [email protected]. If applicable, a credit card will be required for any residual value.   We Hear You I understand that this situation would be frustrating and I am sorry that this happened to you. I apologize if you felt misinformed or mislead by our website. I will pass along your comments to our web design team because we never want our passengers to feel uninformed of our policies.   We hope you choose to use your credit and join us on a Frontier flight soon!   Regards,    Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/15) */
Dear Mr. [redacted],
We are in receipt of your correspondence with the Revdex.com and we welcome the opportunity to address your concerns.
We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that...

your travel plans were disrupted in Minneapolis on September 12th.
We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a 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.
After reviewing the check-in history for this flight we can see that multiple passengers were check-in after this cut-off. We can also see that the transaction times were normal so if there was any computer issue it was quite brief. We regret that you were not able to arrive early enough to ensure completion of the check-in process in time to fly with us.
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, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response doesn't make sense. On one hand they say that agents are unable to check individuals in after a certain time period. On the other hand the company says that multiple passengers [redacted] checked in after the cut-off period. If multiple other customers were allowed to check in after the cut-off, why was I not allowed to? What is the reason for the discrimination?
I arrived and tried to check in well ahead of the 45 minute cut-off time - asked by the agent to wait. Sometime after the 45 minute cut-off time expired, the agent showed me the policy for check-ins after 45 minutes before the flight. I continued to try to check in after the 45 minute cut off time by calling the customer service 1-800 number, at the direction of the agent.
I would be very curious to know if there were other passengers that were given the shaft during the same flight by this airline, owned by [redacted] have come forward with the same concerns. As I stood by the gate, there seemed to be other individuals trying to find a solution to a similar problem with this soulless corporation with what appears to be a potentially archaic passenger management software. It does appear to me that this company has either inferior passenger software and is trying to cover it up or it has an explicit business model to screw paying customers. There are no other logical explanation that a customer that has paid, with no checked bags, would not be issued a ticket an hour before a flight departs and told "tough luck".
My desired resolution of the matter is unchanged. I request a full refund of the airline ticket and reparation for the $45 I paid for a football game I could not attend that afternoon.
Final Business Response /* (4000, 10, 2015/10/11) */
Dear Mr. Geyen,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
In March we successfully transitioned to a much newer reservations system. This has allowed us to improve our website, and we hope to release an app in the near future with far more capabilities than was previously available. From firsthand experience I can assure you that the software we are using now is anything but archaic.
The 45 minute cut-off is firm, however, there are occasions where if a passenger arrived prior to the 45 minute mark, but the agents were unable to assist them in time, the agent may make an exception and get them checked in. This is not a rule, but it looks like it did happen when you claim you were at the ticket counter. This indicates that you would have had every opportunity to check-in, had you arrived early enough.
We are not able to honor your request for a refund, or reimburse a ticket for a game you missed as a result of missing your flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

12/13/2016 01:39 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I responded to a  $710.20 reimbursement request from [redacted] on October 13th advising of of 4-6 week processing...

time.  Due to my error the check was not requested at that time.   [redacted] requested a status update on  11/29. I submitted a check reimbursement on December 2nd to be mailed to your address. I apologize for the inconvience of the delay in your reimbursement. Thank you for contacting me about your experience. It's emails like this that help us identify where we can improve as an airline.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Response Email   08/27/2017 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.   Refund Mistake Once again, I apologize for my error and want to give a more in depth explanation of the situation. We originally discussed that the reservation for [redacted] that you thought was cancelled was just divided from the other passenger. With the divide being made, the payments were split as well. When I was looking at your record, I mistook the split as a refund. This is an error because there was no refund that was issued just funds moved. There was no refund issued because there were still active flights that [redacted] took on both July 27th and July 30th, and we do not refund flown travel. I truly am sorry.   Vouchers I see you have some concerns with vouchers. What I have done for you is issued vouchers in which you can use for anyone in your family or on reservations that include your husband and child. I have also made those vouchers good for one year. I have also increased the total amount of your vouchers to be more than the amount I mistook as a refund, as I do understand your frustration with the situation at hand. Your vouchers are in the amount of $100 and $200 Those vouchers will expire on August 15, 2018, 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.   Voucher: XXXXXXXXXXXXXXXX Voucher: XXXXXXXXXXXXXXXX   My Apologies I am deeply sorry for my error when reviewing your reservations. I realize this does not change the time lost and inconvenience, but I hope this explanation was helpful in understanding the situation at hand.   Regards,    [redacted]