Frontier Airlines, Inc.

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

Response Email   08/14/2017 04:05 PM  Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Reimbursement Please reply to this email with a copy of your receipt for your car...

rental purchase. We also ask that you send a valid mailing address.  We will process your reimbursement and send it via check to the mailing address.   After this information has been sent, we will issue the travel voucher for future frontier flights.   Please let me know if you have any questions or concerns.   Regards,Customer Relations SpecialistFrontier Airlines

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

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

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was unable to buy the luggage on Frontier Airlines Website. I also entered my Confirmation Number for the flight.I also disagree with them when they stated that I did not ask for an aisle seat for my flight from DTW to TTN on July 22nd. I was asked to pay money to change seat from a window seat to an aisle seat. I also do not agree because my wife and children carried the same luggage as hand bags during their flight on July 20th, but while coming back on July 24th from TTN to DTW, we were asked to pay the carry on baggage fee for the same. We were also threatened that we would not be allowed to board the aircraft in an insulting in front of hundreds of passengers. We were told, "if we don't pay in 5 minutes, we would miss the flight". WE WERE LAST TO BOARD THE FLIGHT. I am not sure if they record or log these details but that is the fact. I am not satisfied with their answer.
Sincerely,
[redacted]

01/01/2017 02:27 PM Hello [redacted],   Thank you for your reply and for the additional information.   Our Apologies First, I just want to say on behalf of Frontier, we are sorry. At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet...

this commitment to you and your family on flight [redacted] from [redacted] to [redacted] on December 17th.   On that day, we faced severe weather across the US. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days. We know you were counting on us and we take letting you down very seriously. Please be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.   Customer Care Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available Frontier flight or a complete refund of the untravelled portion of their trip. I have just processed a full refund of the reservation and have waived all the applicable fees.   It's never out intention to be insensitive to our customers when their travel plans are disrupted. Unfortunately, we are simply limited in our capacity to provide additional accommodations to passengers in uncontrollable weather situations. Respectfully, we are unable to provide a reimbursement of the tickets purchased on another airline.   We Can Do Better! I assure you this experience wasn't typical of the standards we strive to maintain for our passengers and we'd like for you to give us another try! In an effort to make things right, please accept these $100 electronic voucher towards future travel with us:XXXXXXXXXX The vouchers must be redeemed by April 1, 2017, but you do not have to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows (see instructions below).   I hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airline. We look forward to serving you better on your next Frontier flight!   Sincerely, [redacted] 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.  Thank you for your assistance 
Sincerely,
[redacted]

I will accept this response. The best address to reach me would be what is listed on the complaint[redacted]
[redacted]

02/02/2017 09:08 AM Dear Ms. [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We apologize that you did not receive our initial response on 1/26/17 to your Revdex.com complaint.  Please see our response to you below:----------------------------------------------------------Response Email   01/26/2017 02:58 PM(CBS) [redacted], Dear Ms. [redacted],Thank you for your response.  We do show that a check has been approved for $124.68 and is due to be mailed early next week for full reimbursement for your interim expenses.  We are sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. We must inform you that we are unable to honor your refund request for the flight because travel was completed on the Frontier Airlines ticket.  We do apologize.As a customer service gesture we are including a $100 electronic travel voucher for future travel on Frontier Airlines for both you and [redacted].Attached are the instructions and information needed for the redemption of the $100.00 electronic travel certificates provided. The certificates are name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. The certificates do not have any residual value if full value is not used.Please redeem your electronic travel certificates by going to www.FLYFRONTIER.com or by contacting Frontier Reservations @ [redacted] to make your reservation and to apply the electronic certificate. The certificate expires at 12:01 am (CST) of the expiration date; the reservation must be made by 11:59 pm (CST) the day before the expiration date.[redacted] - #[redacted] Expires 01/26/2018[redacted] - #[redacted] Expires 01/26/2018Frontier Airlines apologizes for the delay of your bag and the inconvenience this may have caused you.  We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances.  Sincerely,[redacted]If you have any further concerns, please do not hesitate to contact us.Respectfully,[redacted]

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

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

Initial Business Response /* (1000, 4, 2015/07/06) */
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 inconvenience due to the cancellation of your June...

23, flight from Philadelphia to Chicago and the stressful day that followed. This is not a typical occurrence and we are committed to providing our customers the best travel experience, even in the most difficult circumstances. Because the flight disruption was not a controllable situation, we are unable to provide reimbursement or compensation. The flight was cancelled due to weather/air traffic control. Philadelphia had issued ground delay program beginning at 15:00 that day. The flight was delayed 27 minutes the next day due to required crew rest from the weather cancellation.
Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. Please be assured that your comments regarding the language difficulty have been forwarded to our reservations management for internal review.
In reviewing your reservation it appears that each of you were issued a $100.00 voucher as a good will gesture for the controllable delay on the outbound flight. In case you need the information again below is instructions.
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number:
[redacted]
XXXXXXXXXXXXXXXXX [redacted]
This voucher must be redeemed by September 16, 2015 but your travel date may be as far out as Frontier's schedule allows.
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 Service
Frontier Airlines
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** responsible for payment of any difference between the value of the certificate and the value of the ticket.
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased.
-Valid for 3 months from the date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance
-Used with group travel
-Redeemed for cash
Other conditions may apply.
Initial Consumer Rebuttal /* (3000, 6, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted],
Thank you for the follow up. I appreciate the detail behind your follow up and your researching the issues. I, like you, would like [redacted] to be an airline which I would want to travel again. There are a few factual points below that I would like to continue discussing.
1. The [redacted] voucher you saw on my account was for my flight from Chicago to Philadelphia. While it may appear that is compensation for the [redacted] airline delays on the return flight from Philadelphia to Chicago, it was actually to compensate me for the 6 hour delay from Chicago to Philadelphia. I ultimately cancelled this flight and Frontier sent me the [redacted] voucher for my delays. You can view evidence of this on the date that Frontier sent me the email voucher. This does not compensate me for the return leg from Philadelphia to Chicago.
2. I agree that Philadelphia airport put out a weather travel advisory on the day of the Philadelphia to Chicago flight. However, this advisory was only for 3 hours. After which the advisory was lifted and other airlines such as Southwest and United flew from Philadelphia to Chicago that same night. This suggests that not all airlines are created equal and that Frontier's competitors have better operations.
3. [redacted] offered passengers [redacted] vouchers for the cancelled flight. They did this that night because they acknowledged that the flight cancellation was not due to bad weather but was instead due to mismanagement. Hotel vouchers were exhausted before I could receive one because staff said that all hotels in the area were full. I should receive a voucher equivalent value for the amount I spent on the hotel.
4. I spoke with a [redacted] Airlines representative that night and they told me that if I send in my receipts through email or fax that they would be reimbursed because the airline didn't have enough vouchers.
I look forward to hearing your response to each of these items promptly by [redacted]
Best,
[redacted]
Final Business Response /* (4000, 12, 2015/08/10) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to address your additional concerns.
When we have a controllable delay or cancellation any compensation provided is in the form of voucher. We do not provide cash in lieu of a voucher. You can view our Contract of Carriage at the link below.
[redacted]
Cash may only be provided for oversold situations and this is handled by agents at the airport at the time. I'm sorry for any misunderstanding regarding compensation.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 14, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)

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

03/04/2017 11:58 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Flight Cancellations I apologize for the inconveniences caused by the cancelled flight. My research shows that the flight was...

cancelled due to weather on a previous segment. I apologize if this information was not given to you previously.   Refund I see that a refund was processed for $210.20 on March 3rd, 2017. Please allow 7-14 days for the refund to process back to the card ending in #[redacted].   Other Airline Reimbursement I regret to inform you that we are unable to reimburse you for the other airline expense that you incurred. I know this is not the answer you were hoping for but since the cancellation was due to something out of our control we are unable to reimburse for incidental expenditures like the ones you have described.   Voucher Compensation I see that you and Alice each still have a voucher available to use on a future Frontier flight. The vouchers will expire on March 20th, 2017 but travel may be booked as far out as Frontier's schedule allows. The voucher numbers and instructions for use will be down below.     While we recognize this does not change your experience we hope that you will choose to fly with us again in the future.   Regards,   [redacted]

Initial Business Response /* (1000, 6, 2015/09/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our apology for the flight disruption you recently experienced. 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. It is never our intention to disappoint our customers.
As a gesture of apology, all passengers were issued an electronic voucher in the amount of $100.00, which provides a discount on your next Frontier Airlines 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: XXXXXXXXXXXXXXXXX.
This voucher must be redeemed by November 26th, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
Regrettably we do not refund tickets that have been flown on.
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
[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.

Tell us why here... Hello [redacted],   Thank you for submitting required documents in order to further assist you. Let me begin by expressing my sincere condolences on the loss of your mother. Please accept our sympathy for your loss. I am happy to inform you that the refund was approved in the amount of $375.60 and will be refunded back to the card ending in xxxx. Depending on your bank's practices, we advice that you wait 4-10 business days before the amount is reflected back on your bank statement. We hope to service your travel needs under better circumstances in the future.   Kindly,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because AGAIN, I was instructed by a customer service rep that I could regain a full refund. Had I been aware I would not have gone through the entire inconvenience. I fully understand being fair to all customers. Please include me (a currently unsatisfield customer) to that same standard. I will move to voice my complaints onto social media if necessary. I strongly feel this situation and the way it has been handled borders theft. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We regret that you left your iPad on one of our aircraft when you arrived in Atlanta....

As explained to you by the agent in Atlanta, when items are left onboard, our agents send these items to a centralized location at our corporate headquarters. There these items are matched to reports we receive via our website.
I followed up directly with our Left on Board department. They did receive your online reports, and we must apologize that an automated response acknowledging your claim was not sent. Our IT department is working to correct that issue. No iPad matching your description or flight information has been received. The will continue to monitor inbound items for your iPad.
Per our Contract of Carriage, we are not liable for the loss of items in the passenger [redacted] We appreciate your understanding.
Kind regards,
[redacted]
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

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