Frontier Airlines, Inc.

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.  Thank you for your assistance 
Sincerely,
[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]

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

Initial Business Response /* (1000, 5, 2015/06/11) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience our...

flight disruption caused you on April 25, 2015 from Miami to La Guardia. We are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when you traveled with us.
After further research our records indicate Frontier Airlines flight 1142 was delayed due to weather. The flight was then cancelled due to and a curfew that was implemented by the city of New York for aircraft to land at La Guardia Airport. Once the delay that was issued by ATC (Air Traffic Control) due to weather was lifted, our aircraft would not have been able to land before that curfew.
As you know, severe weather can cause a great deal of challenges for our passengers [redacted] employees alike. While we strive to operate all flights as scheduled, all airlines must follow the directive of ATC in regards to take off and landing of their aircraft.
Our compensation is determined by the type and length of delay. We do not compensate passengers during weather-related delays, as weather is something that we are unable to control. This would include providing accommodations. The length of a controllable delay must be over 2 hours before compensation is provided.

When a flight is delayed all passengers are eligible for a refund, if they choose not to take the delayed flight. My records indicate that your ticket was utilized. Unfortunately, as is the case with all used tickets your ticket is no longer refundable once it has been used.
It is through feedback such as yours that we are able to constantly evaluate our services. We appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with us recently. In...

spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you.
Central Baggage Specialist [redacted] has reached out our Cleveland Management team and requested that they follow up with you regarding reimbursement for your qualified interim expenses. According to her notes she requested a refund for 2 $30 baggage fees. Please allow up 7 days for processing on our side.
If we can be of further assistance, please don't hesitate to call us: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time.
We hope to have the opportunity to serve you again, under more favorable circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

02/29/2016 09:49 AM Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. The terms of your Economy fare required the payment of a $99.00 fee in order to change or cancel your itinerary. Because your fare was...

lower than the fee ($68.00 fare for roundtrip travel), no value would have remained when you changed or cancelled your itinerary. If you'd like to review additional information related to itinerary changes, please see the link below: https://www.flyfrontier.com/travel-information/travel-policies/ I'm sorry that your family was affected by flooding and apologize that our agents misunderstood your request for future credit when you called. While we're able to provide for waivers, with documentation in some circumstances, it doesn't sound like you ever requested an exception. We have made your comments available to our Customer Service management team for training purposes. Your comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedback.  If you change your mind and would like to provide required documentation within the next two weeks, we'll be happy to review it to determine whether or not your situation qualifies for a waiver that will allow for future credit with us. You may attach an electronic copy of the required document to your reply to this email or send via facsimile to ###-###-#### (Attention: [redacted]., File: [redacted]). Please see Emergency Events information at the link below: https://www.flyfrontier.com/travel-information/travel-policies/ Kind regards,              [redacted] Customer Relations Specialist Frontier Airlines

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]

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.InformationIf you are submitting a medical or death waiver we will need some more information in terms of the funeral and or a passenger not...

being able to fly on the dates. Please reply to this email and attach the death certificate or letter from funeral director on funeral home letterhead. For now we have to leave it as a Frontier credit for future use, but if you respond with more information to help me out in researching this situation, I can possibly honor a refund. We look forward to speaking with you soon. Regards,Customer Relations SpecialistFrontier 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]

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

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]

12/24/2016 10:57 AM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for taking the time to share your concern with us. I sincerely apologize for such a long delay, and the inconvenience of a...

cancellation. After looking into your situation [redacted], you should have been issued a $100 voucher for the extended delay. I realize you said you do not want a voucher, but I went ahead and issued it in the case you change your mind. Your voucher number is [redacted] and I included instructions on how to redeem the voucher below. Unfortunately I am unable to provide further reimbursement. If I can be of any further assistance, do not hesitate to contact me. Have a wonderful holiday [redacted]. Kindly, [redacted] 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

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]

12/29/2016 03:06 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a...

certain day and time. Please accept my apologies for the inconvenience you experienced with the unexpected disruption on flight 1750 from Colorado Springs to Orlando. It's never our intent to disappoint our passengers. I'm sorry you experienced this.   Safety is Our Priority Canceling flights is a very tough decision that we don’t take lightly. Our goal is to complete all flights and get you to your final destination. We exhaust every option we have before we make the decision to cancel a flight. We faced severe weather across the US, especially in Colorado. Although the weather problem was short, it forced several delays and many cancellations. While we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to be. I apologize for the flight cancellation you experienced.    My research shows that a refund in the amount of $310.30 was issued to [redacted]'s card ending in [redacted] on December 21st. [redacted]'s $30 and [redacted]'s $70 were included in that refund. As we have refunded you for our flight, we are not able to process a refund for your [redacted] flight. We are also unable to approve your request for the reimbursement of your car. I truly am sorry for the inconvenience.   What We Can Do We value you as a customer. In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $200 each to use towards future Frontier travel. Your vouchers expire on March 29, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date.   Come Back Soon Thank you again for providing valuable feedback. I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!   Kindly,  
[redacted] Customer Relations Specialist Frontier Airlines

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, 10, 2015/05/14) */
[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 your...

reservation was originally booked on 2/26/15 at 11:17 PM, by Shawn Ramlal on our website. Therefore, the information in your statement "The agent charged three tickets and stated my son wasn't a charge due to his age" is inaccurate. The information on the reservation, including the dates of birth and payment were provided by that party online.
I am extremely sorry, you were not aware of Frontier's policy. You may review information in regards to traveling with children over the age of 2 in our Contract of Carriage at www.FlyFrontier.com. Infants under 2 years of age are accepted, without charge, when the infant does not occupy a separate seat and is accompanied by a full fare-paying passenger over the age of 15.
The Department of Transportation Regulations state all children over the age of 2 must occupy a seat and cannot travel as a lap child. You are required to have and provide proof of the child's age or identity upon request. However, it is not always requested. Regrettably, this was not an error on Frontiers part and your request for a refund is denied. As is the case with all tickets that have flown, your ticket is not refundable once it has been utilized.
I understand your frustration and appreciate you taking the time to share your comments with us. We hope to have the opportunity to restore your faith in our service on a future flight.

Kindly,

[redacted]
Customer Relations Specialist
Frontier Airline

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]

Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. First, on behalf of Frontier Airlines, I sincerely apologize for your missing item and any inconvenience it has caused.I've reviewed the history and...

according to the attached email thread, the pilferage was not reported within the allotted time. Our Contract of Carriage , states that pilferage must be reported within 24 hours of arrival for the airline to assume responsibility. You traveled on January 9th, and the pilferage was reported to Central Baggage on January 15th. Therefore, we are not able to file a claim for the missing purse. As a customer service gesture, I'd like to offer you a $100 travel certificate redeemable on future Frontier travel.I do want to mention that your homeowners or travelers insurance might be avenues to explore for reimbursement.Should you have further questions or wish to accept the travel voucher, please contact Central Baggage at 303.390.9067. Kindly, Central Baggage SpecialistFrontier Airlines

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