Frontier Airlines, Inc.

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

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

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]

Initial Business Response /* (1000, 6, 2015/08/26) */
Dear [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, we have issued an electronic voucher in the amount of [redacted] 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: [redacted] XXXXXXXXXXXXXXXXX, [redacted] XXXXXXXXXXXXXXXXX.
This voucher must be redeemed by [redacted] but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
We are not able to reimburse consequential expenses such as an increased car rental price. 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.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel like this is an adequate resolution; as I mentioned before, we do not have the luxury of traveling very frequently so these vouchers are useless to us. We would prefer you keep the vouchers and mail us a check for the value. Or even half the value of the vouchers would be acceptable. But giving us a voucher that we cannot use is not acceptable. Furthermore, we purchased 5 tickets, but still have only received 2 vouchers. As I mentioned before we had two separate booking numbers that I specifically listed in the original complaint.
Should we not find a mutually agreeable resolution, I will be making the [redacted] aware of this situation. I strongly feel we did not get what we paid for and are entitled to some cash reimbursement.
Final Business Response /* (4000, 10, 2015/09/10) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I apologize that I did not include voucher information from the other reservation that some of your party was booked under. An email was sent by Frontier regarding these on the date of creation, but it may not have been received by you since the tickets were booked through [redacted]
[redacted]
XXXXXXXXXXXXXXXXX
[redacted]
XXXXXXXXXXXXXXXXX
[redacted]
XXXXXXXXXXXXXXXXX
These vouchers must also be redeemed by October 27th, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. I hope that you will be able to take advantage of them. Unfortunately, travel vouchers are not redeemable for cash.
We regret your disappointment with how these situations are handled. Terms and conditions are agreed to at the time of purchase. Our Contract of Carriage is available for you to review under this link:
http://content.flyfrontier.com/contract-of-carriage
We hope to have the opportunity to serve you again, under more favorable conditions.
Kind regards,
[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

Initial Business Response /* (1000, 5, 2015/05/13) */
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 for any frustration that was caused when trying to reach our Customer...

Relations Department. According to our records on April 22 Customer Relations Specialist Yolanda responded to your email complaint.
We have verified your voucher in the system and it expired on January 14, 2015. At the time your voucher was issued they were valid for six months. Currently, vouchers are valid for three months.
In fairness to all customers, it is important for us to be consistent when it comes to policy. As a result, your voucher cannot be extended.
We appreciate you taking the time to write and regret any disappointment that was caused. We hope to have the ability to welcome you on board in the future.
Sincerely,
[redacted]
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The justification of "In fairness to all customers" is the problem here. The reality is that Frontier's policy is unfair to all customers if Frontier Airlines continues to hide the key piece of information from their customers at the time of negotiating to give up their seat, that the voucher will expire in such a short amount of time. 6 months was bad enough, but 3 months is horrible.
Final Business Response /* (4000, 13, 2015/06/17) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
According to our records, an exception was made on [redacted] 28, 2015 to extend an expired voucher in the amount of 400.00 as a goodwill gesture.
In researching, you made a reservation [redacted] and it was ticketed on [redacted] 5, 2015. A $150.00 voucher was applied to this reservation.
Per our Voucher Terms and Conditions only one certificate may be redeemed per ticket. In addition, our policy indicates that a voucher cannot be applied to an existing reservation. Therefore, we are unable to apply the $400.00 voucher to your reservation code [redacted]
We understand that this may not be the answer you expected, and we are sorry to disappoint you.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this as a proposed resolution because it doesn't resolve anything and this response from Frontier doesn't even provide a partial resolution. If this is truly a matter of only allowing one voucher, then Frontier could have applied the $400.00 voucher instead of the $150.00 voucher, but instead Frontier is using this as another excuse to stall and avoid doing the right thing.

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

10/23/2016 06:57 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter. Frontier has a strict 45 minute cut off and...

once a flight is closed, neither a kiosk nor our agents are able to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers to be at our ticket counter at least 45 minutes prior to departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee.   We have fully disclosed our check-in policies to all third party agencies and while they are required to provide this information during booking, often times the information is not as clear as it is on our website. Visit www.flyfrontier.com for the most up-to-date and accurate policies.   What I Can Do While we do not typically compensate for missed flights, we can appreciate the frustration you must have experienced throughout this process. As a one-time customer service gesture, I am issuing each of your party a $233.34 voucher, for a total of $700.02. These vouchers must be used under each respective name, and will expire January 21, 2017. You do not have to travel within this time, as you may book travel as far in advance as our schedule allows. Your voucher information is as follows:   [redacted]
 
[redacted]
 
[redacted]   Next time, if you experience a disruption like this, I highly recommend immediately working with a Frontier Representative on rebooking, whether with us or another airline. I understand that you spoke with one of our representatives over the phone, but because both flights were left unchanged on the reservation after departure we would likely be unable to issue compensation. This will minimize your out of pocket expenses and will ensure that any refunds/reimbursements are known to you before it is too late. We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities.We look forward to welcoming you aboard many more Frontier Flights!Kind Regards,[redacted] Customer Relations SpecialistFrontier Airlines

10/27/2016 04:55 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   My records indicate that we did receive a call on 10/18/2016 at 12:18 PM asking for a name change because the wrong name was accidentally entered when booking the reservation. We also have notes explaining that our agent informed the passenger that there was a name change fee of $75.00. Our agent made sure to go over the information and there was also a date of birth change.   We apologized, we unfortunately are not able to refund the $75.00 name change fee. Thank you for your patience.   Kindly,   [redacted] Customer ServiceFrontier 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

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]

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting Frontier about your cancelled flight on August 7, 2017 from [redacted]. I'm really sorry to hear that you did not...

receive prior notification of your cancelled flight.Our ApologiesI apologize that the email you  were provided with did not state all of the information you needed regarding your flight. That is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers fully updated on this cancellation.   I would also like to apologize that you were not able to get a hold of any Frontier representatives on the phone. I understand how frustrating it can to not be able to speak with a person during a situation such as yours. I am sorry that happened to you.    Our Website It sounds like you also had some trouble with flyfrontier.com. We try to keep the most up to date information online regarding our flights. I'm sorry that was not your experience. We appreciate you bringing this web issue to our attention so that we can ensure this does not occur again in the future.   Safety Is Our PriorityAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travels. Cancellations can be frustrating, but safety is our top concern and periodically our flights have to be cancelled due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.   Your RefundMy research shows that a refund in the amount of $597.60 was issued to your card ending in [redacted] on August 7, 2017. Please allow a few days for this transaction to post to your account.   I apologize for the amount of time it took for your refund request to be processed. I assure you this is not our norm, but we appreciate your feedback as we are constantly looking for ways to improve. For future reference, our refund request form can be found here on our website.We Care About YouPlease know that we do value you as a customer. In an effort to make things right, you were issued a Frontier voucher in the amount of $200.00 to use towards future Frontier travel. Here is your voucher number.    [redacted]- XXXXXXXXXXXXX  Your voucher expires on November 4, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will use your discount on another flight with us. I'm confident your next experience with us will be a good one.Regards,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.

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]

10/19/2016 08:25 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We understand your frustration with not receiving your bag upon arrival in San Diego.  We do apologize.  Our...

records indicate your luggage was restored the next day.  We show that you have been reimbursed for your interim expenses and we have also refunded $60 in bag fees. Flights that have been flown are not eligible for a refund despite any delay that may have occurred. We regret any misunderstanding surrounding this policy.   Frontier Airlines apologizes for your delayed baggage and the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances.   Respectfully,   [redacted]

(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]

Complaint: 11089410
I am rejecting this response because:While I accept the response that says the miles have been reinstated...the miles have yet to show up in my account balance at this time.  Before accepting the response I would like to see the miles in the accounts. 
Sincerely,
[redacted]

01/05/2017 11:36 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am very sorry for your misplaced baggage and that our communications about the issue has been lacking.   Baggage Back-up On...

December 17, we faced severe weather across the US, especially in [redacted]. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days.   This event caused a huge back-up in our baggage department. Unfortunately the only solution for your missing baggage is to wait until they get to your issue. We address each issue in order. Your lost baggage claim #[redacted] will be addressed. I regret that it is taking so long.   We Can Do Better!Please know that we do value you as a customer. In an effort to make things right, I have issued a Frontier voucher (#[redacted]) in the amount of $50.00 to use towards future Frontier travel. Your voucher expires on 04/04/17, but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details. We Value Your BusinessThank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,[redacted]Customer Relations SpecialistFrontier Airlines

02/22/2016 09:15 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 response to you regarding this matter. However, our website clearly advises that, "seats are limited", which means that the $19 fare was not unlimited. The ad you included also states; "The introductory one-way fare of "as little as $19.00." In addition, you can confirm this information now by checking out our website  https://www.flyfrontier.com/ for our 15%off sale, which states: *Discount available for selected domestic and international nonstop travel on select days of week. Seats are limited. Restrictions apply. Respectfully, [redacted] Customer Relations SpecialistFrontier Airlines

03/25/2016 09:00 AM Dear Mr. [redacted], It was a pleasure speaking with you this morning.  We do apologize for the damage to your bags.  As we discussed, we will be happy to provide you with a $100 electronic travel voucher for future travel on Frontier Airlines as final resolution to...

this claim [redacted] and to the Revdex.com complaint ID [redacted]. Attached are the instructions and information needed for the redemption of the $100.00 electronic travel certificate provided. The certificate is name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. This certificate does not have any residual value if full value is not used. Please redeem your electronic travel certificate by going towww.FLYFRONTIER.comor by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificate. The certificate expires at 12:01am (CST) of the expiration date; the reservation must be made by 11:59pm (CST) the day before the expiration date. Max [redacted] - $100.00 certificate #[redacted] Expires 03/25/2017 Frontier Airlines apologizes for the damage to 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]

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