Frontier Airlines, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
But I want to also add the account for the $30.00 was not credit to the MasterCard which is was charged to therefore I would like to see the Checked Bags to credit to the MasterCard. Which is still there.

Initial Business Response /* (1000, 6, 2015/08/12) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records show that on July 9th Customer Relations Specialist [redacted] responded to...

your email complaint. His response is as follows.
After a review of your flight, our record indicates the delay was associated with a lighting strike. This interruption was unavoidable and a necessary inconvenience to ensure the safety of our passengers [redacted] crew.
We sincerely regret the misinformation you received about your flight. No one was given any compensation. Compensation is not provided in situations that are coded as "out of the control of Frontier Airlines." A lighting strike is always coded as such.
We appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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, 2015/06/11) */
[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, 5, 2015/09/09) */
Dear [redacted],
Thank you for the response.
We are in receipt of your email to the [redacted] as previously stated. I regret that you had to pay more for your baggage when you arrived at the[redacted] on August...

19, 2015. According to our records, the bag fees for your return flight were cancelled online when you purchased seats. Part of the $40.00 fee refunded was applied to the seats you purchased and the remainder was place on a credit shell.
Furthermore, I apologize for the difficulty you experience on our website and lengthy hold times during both of your calls to us. The level of service you received is no more acceptable to us than it is to you and your comments have been shared with our Reservation Services department.
After further review, I will honor your request for a refund the $30 checked baggage fees and waive the $13 seat fees paid, as a customer service gesture. A total of $100.00 will be refunded to you. Again, please allow 7-10 business days for processing, and 1-2 billing cycles for the funds to return to the original form of payment.

You are a valued customer of Frontier Airlines and we appreciate your continued support. We hope to welcome you onboard a future Frontier Airlines flight.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   11/12/2017 11:53 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Change And Cancellation Fees When a customer books a flight through us, there are only 2...

ways to receive a refund for your flight. The first way to receive the refund would be to call within 24 hours of booking your flight and we can cancel the ticket. The other way to cancel flights without a fee is to purchase The Works at the time of booking.   What I Can Do I understand that you were not making changes to your flight and you were booking tickets to be able to adjust your return date. While I cannot issue you a refund for the $197, I have created a credit shell in the amount of $197.80 for you to use at a future date.   Credit Shell 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:([redacted]),  and this email address: [redacted].[redacted]. If applicable, a credit card will be required for any residual value.   Visit Us Soon I hope that you will be able to use this credit on a future trip. We look forward to the opportunity to serve you again aboard Frontier Airlines.   Kindly,    Customer Relations Specialist Frontier Airlines

05/11/2016 10:02 AM Ms. [redacted], I'm very sorry for your continued disappointment with our response to your complaint as submitted to the Revdex.com. As requested, your concerns were escalated to the Leadership Team and we have reviewed all of your correspondence with our Customer Relations agents, Central Baggage and the emails forwarded to us from the Revdex.com. I realize that your concerns regarding the lost blanket, car seat and broken luggage are of extreme importance to you. These concerns have not been ignored Ms. [redacted]. Baggage issues are handled by our Central Baggage Department and our records show they were in contact with you on 05/06/2016 02:39. It was explained that receipts are required for reimbursement on any of the missing items you had replaced. Further correspondence regarding your lost items will have to be handled through Central Baggage. Please refer to Reference #[redacted]Ms. [redacted], again I offer my most sincere apology for the attitude of the flight attendant's and for your family's discomfort as you waited onboard the hot aircraft during a maintenance delay. I'm very sorry that you were frightened due to the attendant's comments and I can only assure you that safety is Frontier's top priority and we have an untarnished safety record. I understand that you remain dissatisfied with our apologies and offer of $50 vouchers for each of your family members. I regret that very much. I did see your comment that we missed the additional voucher for [redacted], as he was traveling on a separate record. A $50 voucher has been issued to [redacted] as well. Should you consider flying with us again, all 5 vouchers will remain in our system until they expire on 4/19/17. [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted]Please understand that vouchers for future flights are Frontier's only form of compensation and we extended our standard 90 day expiration out to one year, as an additional gesture of apology. Respectfully, we do not refund flown travel and must remain consistent in this policy. Although we realize this is not the answer you were hoping for, we hope you understand that your family was provided with the maximum recompense for the flight issue on 4-17-16. Sincerely, [redacted]Frontier Airlines Leadership Team

Response Email   02/16/2018 01:58 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   As per your conversation with our Reservations Specialist on February 10, 2018, your refund request has...

been approved. We have refunded the amount of $160, which is the total amount paid. Please allow up to 7 days for the airline to process the refund. After Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.As a gesture of apology for the schedule change, we have issued an electronic voucher in the amount of $100, 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 the following voucher number: xxxxxxxxxxxxxxxx.This voucher must be redeemed by May 11, 2018, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. Further voucher redemption details are below.Although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes.  Often times, these updates are necessary for operational purposes, and at times, even reduce costs. We appreciate your cooperation as these changes will allow us to pass the savings through to our customers by continuing to offer the lowest fares in the industry. Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: It doesn't change the fact that I was treated differently from another passenger. Fair is fair, and equal is equal. I was not treated equally no matter what the underlying reason.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/22) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

I'm sorry to hear you arrived at the wrong terminal. I'm not sure where you found...

Frontier's terminal information. If you go to Frontier's web site and click on MCO airport information it directs you to the Orlando Airport's web page.

Your boarding pass shows you the terminal and gate.

I regret any inconvenience you experienced. We hope to see you on a Frontier flight again under pleasant circumstances.

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. My husband and I received the refund check yesterday, February 25. Thank you!
Sincerely,
[redacted]

02/22/2016 08:12 AM Dear [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to remain consistent and we will not be able to honor your request for a refund, since you were not checked in prior to our 45 minute cut off. I'm sorry you feel this is unethical, but we are not required to keep the ticket counter open past our 45 minute cut off.Your voucher will remain in our system for redemption until it expires on 3/11/16 and cannot be extended. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

06/29/2017 02:23 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand that you would like for us to waive the checked bag fees for your trip from [redacted] to [redacted] on July 11, 2017 as an...

inactive military personnel.    Our Apology I apologize for the possible misunderstanding when you spoke with our agents over the phone.  I have made the details of your experience available to our Leadership Team, so that they may research the situation you described.    Military Baggage Fees For further clarification of our military baggage fee policy:  Active duty military personnel, reservists traveling with orders, and military personnel traveling in uniform may carry-on and check bags at no charge for all types of tickets. This policy is for active duty military personnel only and does not extend to family members or traveling companions.    Refund Respectfully, we will not be able to waive the baggage fee for your travel on July 11, 2017. We are fair and consistent with active and inactive military personnel.      We Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, you were issued a $50.00 voucher to use as a discount towards future travel. Your voucher expires on September 26, 2017, 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.   [redacted] - #[redacted]See You SoonI recognize this may have not been the resolution that you desired, but it is important that we remain consistent when administering our policies. We look forward to welcoming you onboard your flight to [redacted] in July.   Sincerely,   [redacted]

Initial Business Response /* (1000, 5, 2015/05/12) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to both the Revdex.com and the Department of Transportation. We appreciate the opportunity to address your...

concerns.
I am sorry for the inconvenience that your daughter and grandson experienced when they attempted to travel with us on April 6, 2015.
My records indicate [redacted] and [redacted] were originally booked on flight [redacted] scheduled to depart 4/7/15 from Ft. Myers to Dulles. A schedule change occurred on their reservation and they were then booked on flight [redacted] scheduled to depart Ft. Myers on 4/8/15. You then contacted Frontier on 2/26/15 and requested to be placed on flight [redacted] on departing on 4/6/15. This request was processed and they were assigned seats 5A and 5B.
We recently underwent a transition in our technology systems to help improve our customers experience by implementing a new reservation system and website. Regrettably, we have discovered that there were some system glitches during the migration process from one system to the next. We sincerely apologize for this glitch not being recognized sooner. Ultimately, these updates will provide added functionality and more self-service capabilities for our passengers. These changes have also caused a significant increase in call volume, but will ultimately improve our customer experience.
I regret that our agents at the Ft Myers station were unable to resolve the issue in a timely manner and get your daughter and grandson on a flight that day. My records indicate you were granted a full refund of the fares and all fees paid. This refund was processed on 4/6/15. You contacted Frontier on 4/20/15 and were advised the refund had been processed. Please contact your bank if this refund has not posted to your account.
I am extremely disappointed that the system transition caused your family inconvenience. Please submit verify receipts for the Southwest flights on 4/6/15, and I will review them for reimbursement once they have been received.
It is never our intention to disappoint our passengers. Please know we continue to work with our stations to make sure you are being taken care of at the airport.

We value your continued support and look forward to welcoming you onboard future Frontier Airlines.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I re-submitted the receipts to Frontier from [redacted] on 5/12/15, showing $453.50 each or $907.00 total for two. Frontier acknowledged it was a glitch in their system and I should not need to be responsible for the additional monies due to their error. I was not at fault as Frontier had 4 months from the purchase date and 39 days from their email where they changed the flight to Wed. and I called and changed to Mon. Unfortunately, I needed to get my daughter and grandson home and not leave them stranded at the airport for 2 days. I am still waiting for Frontier to "review the receipts" and am still expecting them to issue a $589.00 refund for the difference in the Frontier tickets and the [redacted] tickets. I have attached the [redacted] receipts for 4/6/15.
Final Business Response /* (4000, 9, 2015/05/25) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I have received your receipts for the cost of the [redacted] Airlines tickets you purchased on behalf of your daughter and grandson. I have requested a check reimbursement to be mailed to you, in the amount of $589.00. This is the difference between the refund issued for the Frontier Airlines tickets, and the amount that was paid for the tickets on South West. It is never our intention to disappoint our passengers and again, I apologize for your family's experience.
Please allow 4-6 weeks for a check to be processed and mailed to you.
Frontier Airlines appreciates your business and we apologize for the inconvenience that was experienced.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 11, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting for the check to be processed and mailed. I will request the case be reopened if not received in the time frame promised. Thank you for your assistance.

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]

01/19/2017 02:52 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I understand you booked your flight on the website. I understand that you booked a second ticket on the website. The website...

understood that you wanted to change your flight that is why you had been charged the change fee and the fare difference.   We apologize for the inconvenience. As a one time customer service gesture we have refunded the $99 change fees. The funds will go back to the original form of payment. To the visa ending in [redacted].   I would also like to remind you that you do have a flight scheduled for January 20, 2017 from [redacted].   We apologize for any inconvenience.     Kindly,   [redacted] Customer Service Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.)
I was at the ticket counter 50 minutes before departure, already checked in with a boarding pass ready. There was no offer to help with a new flight, rather, they said I would have to pay full price for a new ticket. The sole reason I did not make this flight was due to Frontier's system going down, which they posted on Facebook and Twitter after the fact. I think any business that has a failed system cause inconvenience, should offer SOME sort of compensation.
[redacted]

06/01/2016 09:56 AM Dear [redacted],I have received your correspondence from the Revdex.com. After researching this issue some more, I see that you have been communicating with our agent [redacted] who informed you about our refund policy during irregular operations. I'm sorry for the...

frustration this has caused you and for any rude behavior that you experienced in Las Vegas and in Houston. We have high expectations of our representatives and are disappointed with the behavior you described of them. I would also like to apologize for the baggage issues that occurred as a result of the delay. I see that you were refunded $25.00 for your checked bag. Regrettably, we cannot offer you any more compensation for the delay you experienced in Houston. I understand that you were moved from a flight earlier in the day and that the fares were less expensive on that flight however, as [redacted] mentioned, we must maintain integrity with our ticketing policies so it is fair for all passengers. Once again, I am sorry for any inconvenience and frustration this may have caused you. We will pass along your feedback to the station managers in Houston and Las Vegas regarding the rude agents. We hope you change your mind and give us another opportunity to show you how great Frontier is.Regards,[redacted] Customer RelationsFrontier Airlines

12/28/2016 12:40 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Apologies On behalf of all of us at Frontier, please accept my apologies for the cancellation of Flight 1456 on December 18th and the...

resulting inconveniences it caused you.   As you probably know, on the weekend of your flight, winter storms hit the Rocky Mountain and Midwestern areas of the country, resulting in major disruptions to all airline operations. Unfortunately, your flight was cancelled due to this bad weather. The decision to cancel a flight is never easily made because we appreciate the disruption it causes to our passengers.   Customer Care 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.   Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available flight or a complete refund of the untravelled portion of their trip. My research shows that a full refund of the purchase price for your reservation was processed on December 23rd.   In accordance with this, I am respectfully declining your request for reimbursement of the ticket you purchased on another airline, as well as for the external expenses incurred for hotel accommodations, meals, and gas.   However, it's important for us to keep good relationships with our customers. As a one-time customer service gesture, please accept this $200 voucher towards future travel with us  -  [redacted].   The voucher must be redeemed by March 27, 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).   We Can Do Better! I assure you that this experience wasn't typical of the standards we strive to maintain for our customers. 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] Customer Relations Frontier Airlines

07/29/2016 08:50 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you experienced...

what you did. I also know that you expect to get where you're going safely. It's never our intent to disappoint or inconvenience our passengers.   I understand that due to the delay, you were unable to make your connecting flight. It doesn't happen often but when it does, we do all possible to get our customers on the next available Frontier flight.   Your Refund I understand you found another way to get to Indianapolis. When we delay a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you described. According to my research it is shown that your Frontier flight to  Indianapolis for $178.60 was fully refunded back onto your MasterCard ending in [redacted]. We are unable to compensate you for your flight with [redacted] and your additional hotel night because this delay was uncontrollable. I really understand that you are upset with us and realize this isn't the answer you were hoping for.   We hope you will still consider flying with us in the future. I'm confident your next experience will be better!   Kindly,   [redacted] Customer Relations Frontier Airlines