Frontier Airlines, Inc.

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

Response Email   02/21/2018 04:12 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On behalf of all of us here at Frontier, please accept my apologies for the disruption to your family's travel...

plans from Orlando to Washington, D.C. on January 29th. Hotel Accommodations Based on the information provided, I have had the opportunity to verify your description of how hotel accommodations were handled on the day in question and it is our pleasure to issue you a reimbursement for your hotel expense. You can expect a hard copy check for $225.01 at the following address: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxPlease allow 4-6 weeks for processing.   Amenities Reimbursement Request Although we are not obligated to purchase alternative transportation for customers during instances of irregular operations, we did so as a customer service gesture to those on Flight 1622 on January 29th.  All money provided to Frontier for Flight 1622 was put toward the purchase of those those alternative tickets; this money is considered ineligible for refund or reimbursement. If your party had been made to pay for amenities on the alternative airline, we would be willing to reimburse for those expenses, as they had already been purchased with Frontier. Therefore, I am respectfully declining your request for a refund or reimbursement of the amenities purchased for Flight 1622. Customer Care It's never our intention to be insensitive when our travellers' plans get disrupted. For this reason, each passenger on Flight 1622 was issued a $200 electronic travel voucher as a gesture of apology. Please know that the vouchers already issued to you and your family will remain active for the entire redemption period.   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 providing you a fully satisfactory experience on your next Frontier flight!   Sincerely,  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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It was a lie to blame me to be intoxicated I was not intoxicated and that could be confirmed by involved in incident people. Do you have any prove of his blame? He is telling lies! I am going to bring it to court: it will cost you much more! Extremely disappointed,[redacted] And [redacted]

Response Email   10/29/2017 02:44 PM   Hello [redacted],   Thank you for reaching out about your friend [redacted]'s experience at the [redacted] airport on October 21, 2017 when attempting to travel to [redacted]. I'm really sorry to hear that he had trouble checking in for his flight...

and was stranded at the airport with no ticket, money, transportation, or place to stay. Despite all of these issues, I hope he was able to make it to [redacted] safely.   Explanation of Check In Issues Through my research, I see that the reason [redacted] was not able to board was because of a fraud alert on the card used to pay for the ticket. This fraud alert came up as a result of inconsistent information logged on the payment information screen. I also see that [redacted]'s ticket was refunded in full. I apologize that he did not receive proof of the refund.   Voucher Information As a customer service gesture for everything [redacted] went through, I would like to issue him a $75 flight voucher ([redacted]) to use on future Frontier travel. His voucher expires on January 30, 2018, but he does not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.   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!Kindly,[redacted]

01/12/2017 11:36 AM [redacted],Thank you for the quick response.  I think this is absolutely a fair resolution and I would be happy to oblige.I have issued each member of your party $300 vouchers and I have also extended these deadline of these vouchers to April 11, 2017.  I have attached instructions on how to redeem these vouchers to the bottom of this email.  The vouchers are listed as follows:[redacted] ([redacted] ([redacted] ([redacted] ([redacted])Once again sir, I appreciate your kindness and professionalism during this process.  I can understand how stressful this situation has been and I do feel for you and your family but I am happy we were able to work towards a resolution. I wish you and your family a happy new year and I hope your next flight with Frontier goes well and I will be happy to see you back on board with Frontier Airlines.Kindly,[redacted]Customer Care SpecialistFrontier Airlines

08/03/2016 09:29 AM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Your Compensation While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement...

for other expenses, we have issued a refund of $48.00 for your seating fees and will be sending a check of $66.00 for your hotel fees. As further compensation, we would like to issue you an $100 voucher. This voucher expires on November 30th, 2016, but you do not have to travel before this date. We also wanted to advise you that your $25 voucher expiring on October 25th, 2016 is still available.   [redacted]   Come Back Soon I apologize again for your past experience, and I hope you will use the discount on your next flight with Frontier. I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next flight will be a vast improvement!   We look forward to flying with you soon.   Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Response Email   08/25/2017 02:44 PM Hello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. The refund of the purchase price for your tickets and the electronic travel vouchers are what we are able to offer as a gesture of our compassion toward our customers. I understand that this isn't the resolution you sought, but please be assured that you have received the most consideration that all of us here in Customer Relations can provide in this instance. All of us must comply with the rules as laid out in the Contract of Carriage. I still hope you'll reconsider your decision to fly with us!Sincerely,Customer RelationsFrontier Airlines

01/25/2017 10:45 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   SchedulesI understand you're flying with us because you have somewhere to be at a certain time. That's a reasonable expectation!...

I know changes to your plans can be frustrating, and 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.   In accordance with the terms and conditions of the ticket you purchased with Frontier, when a passenger’s itinerary is changed because of a modification in Frontier’s schedule, arrangements will be made to: 1) Transport the passenger over its own route system to the destination; or 2) In the event the schedule modification is significant, at Frontier's discretion, it may refund the cost of the unused portion of the ticket.  These terms can be found here Contract of Carriage on our website www.FlyFroniter.com.   I see in your reservation that you were notified by email on 1/12/17, that a change was made to your 3/19/17 flight from [redacted] to [redacted].  In that notification you are given the option to either accept the change by clicking "accept" on the email or calling a phone number provided on the email to talk to a Reservation specialist to make other arrangements.    On 1/18/17, a schedule change was made to your 3/16/17 flight from [redacted] to [redacted] and you were notified by email on 1/19/17 and again on 1/23/17.  These emails contained the same options to either accept the change or contact Frontier to make other arrangements.   Our obligation ends with either rebooking you on another Frontier flight or canceling the reservation and refunding the flight.  I see that you have contacted us by phone and have discussed your options with the Reservation agent but no changes have been made.  Please let me know what you would like to do.  If you wish to cancel your reservation (both flights) and get a refund, please confirm that in writing to me since I cannot cancel a flight without the express permission of the passenger.  We have no obligation to reimburse any part of a ticket purchased on another airline nor do we compensate for any hotel expenses incurred by the passenger.   However, regardless of what you decide to do, you are entitled to a $100 voucher for any inconvenience this may have caused in your travel plans.  As long as you book your travel prior to the expiration date of the voucher you can actually fly as far out as the Frontier schedule allows.  Please see below for the redemption instructions.  The voucher information follows: [redacted] expires 5/1/17 [redacted] for [redacted] expires 5/1/17 [redacted] for [redacted] expires 5/1/17 Again, thank you for contacting us and I'll look forward to hearing back from you with your instructions regarding your flight.   Best wishes,   [redacted] Customer Relations Frontier Airlines

Complaint: [redacted]I am rejecting this response because we are not satisfied with Frontier as they are citing upholding a policy that does not look at specifics within our issue to withhold any additional reimbursement for the issue. As a result of Frontier losing our luggage, we had no chargers to power our phones after 12+ hours of travel, which was so long because of delayed Frontier flights, and I did not have my contacts/glasses to see besides the 1 day [redacted] contacts I flew in. Without making calls to Frontier to confirm I'd get reimbursed for purchasing new contacts and to [redacted]'s [redacted] for my information I could not get my prescription so I could clearly see. The entire issue and costs were because of Frontier losing our luggage even though there was 2 plus hours between connecting flights and the only alternative we would have had to using the Hotel phone was asking a stranger for their cell phone Sincerely, [redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting us know about your experience on January 31, 2018 when traveling from Salt Lake City to Orlando. I'm really sorry to hear about...

the condition your aircraft was in when you departed on this flight and that you were not provided with sanitary wipes when you requested. Cleanliness is ImportantWe employ a crew of professional cleaners to make sure our standards of cleanliness are met for every flight, which unfortunately, were not when you flew with us. I know that cleanliness is important for comfort when traveling and I'm sorry for the condition of the plane when you boarded. Be assured I have logged your observations for our Aircraft Appearance team. Come Back Soon!I 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

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Mr. [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Reservation [redacted] you had credit from a previous flight $91.00 and you were...

charged $90.11 on September 9 for the below flights.
The Works =$97.11 Credit = $91.00
Sep 25 flt =$69.00 Charge= $90.11
Sep 30 flt =$15.00
Total $181.11
Total $181.00
I apologize for any error that was made on our web site. Our records indicate on September 22 you went to our web site and added flight [redacted] on September 24 ($149.00)and removed flight [redacted] on September 25 ($69.00), you also removed flight [redacted] from Atlanta to Philadelphia on September 30($15.00).
The Works for your one way flight =$67.86
September 24 flight = $149.00
Total $216.86
$216.86-$181.00= $35.75 which what you were charged on September 22 after you made the change.
Our records indicate we sent you four emails on September 22 with the changes, this is the reason we send emails so our passengers may review their reservation and contact us for any changes.
On September 29 Mrs. [redacted] called to change your return from September 30 to October 1, at which time she realized your return flight had been canceled.
Reservation [redacted] was purchased on September 30 in the amount of $69.00 plus $25 bag fee for travel on October 3 from Atlanta to Philadelphia.
Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier - You acknowledge the website system error with an apology. I had to pay for a one way ticket back to Philadelphia from Atlanta . I should at the minimum receive compensation for the one way ticket.
You acknowledge fault so make good on the error .
I apologize for any error that was made on our web site. Our records indicate on September 22 you went to our web site and added flight [redacted] on September 24 ($149.00)and removed flight [redacted] on September 25 ($69.00), you also removed flight [redacted] from Atlanta to Philadelphia on September 30($15.00).
Final Business Response /* (4000, 12, 2015/10/25) */
Dear Mr. [redacted]
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I'm sorry we are unable to honor your request, an email was sent to you advising you of your flight. At that time you could have contacted us to make any adjustment to your reservation.
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.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

01/11/2017 03:49 PM [redacted], Please see the conversation thread below that was provided in the original complaint, which does help keep the confusion down on what was answered and provided.  Please respond in the original complaint [redacted] for any additional comments.   Thanks, [redacted]     01/06/2017 03:03 PM     [redacted],I apologize for stating you traveled on [redacted], but I did get the amount of the tickets correct. What I missed was the second separate reservation [redacted] showing your return flight on 12/21 which was also cancelled.The process has started for your $339.35 reimbursement request. I will request a separate reimbursement check for your $249.21 car rental.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: What they are telling me is not true.  I asked for my bag back right away.  Someone could have at that time handed me my bag, it was right there.  Are they saying they don't train their employees to hand someone their bag back.  I feel like an little ant getting crushed by a bulldozer.  I know I don't have a chance against them, but I will still let my voice be heard.  I'm not out to destroy Frontier Airline, I just want them to be responsible for something so small as listening to a passenger's request.  I felt like I wasn't heard then and still do not now.  ALL I WANTED WERE MY KEYS OUT OF THE BAG AND I TOLD HER THAT.  I felt like I wasn't being heard at all.  This ended up costing me countless hours of having my wife drive 6 hours in the rain, another 6 hours to tow my car, and 2 1/2 weeks at the dealers to replace the key by taking the CIM (Control Integrated Module) completely out and reprograming my car.  This cost me over $1,200.00  I could show you the bills.  Thank you for letting me share my side, I know it won't do any good, but at least I tried.  I wish you all the best!
Sincerely,
[redacted]

04/05/2016 09:29 AM Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry to hear that Chicago traffic caused you and [redacted] to arrive to the airport after flight [redacted] closed for bag drop on March 25. We...

have a strict 45 minute minimum check-in, boarding pass print and bag drop cut-off time for all of our domestic flights. When passengers miss a flight, they have an option to confirm the next available alternate flight, a fee may apply, based on their fare. When airport agents are unable to provide assistance, we ask them to provide passengers with the phone number for our Reservation Center. While our agents were unable to reopen our flight for you, we're sorry that didn't provide helpful information. We have high expectations of our customer service agents and are disappointed with the experience you described. 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.  While your Economy fare is non-refundable, we may be able to provide vouchers for the remaining value of your unused fare, minus the applicable cancellation/change fee. Your unused fees were refunded to your original form of payment on March 25. Kind regards,      [redacted]Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: I specifically contacted Frontier and was told by an agent that this flight was for a different date had I not been told that I would have changed the flight or cancelled it at that time. I believe frontier has a recording of that conversation that I had with the agent. Due to that I believe Frontier owes us a full refund. The refund should include ALL of the passengers and not just 8 of us. All 20+ of us should have our bags and seat charges reversed as well as the cost of the flight.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/08/11) */
Dear Ms. [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 difficulty you experienced when contacting us to...

use your credit from last year. We do have a strict 45 minute cut off and recommend passengers [redacted] 2 hours prior to departure to avoid unforeseen delays.
The tickets purchased when left for credit are valid one year from the date of issue. This was June 1, 2014. However as a customer service gesture the credit was provided in voucher form for the full amount of $226.50 for you and $226.50 for [redacted] on July 13, 2015 waiving the change fee. Because the credit had expired the vouchers were issued with 7 days to book a new reservation applying. It appears from notes in the reservation that on July 20, [redacted] contacted our reservations department and was advised the credit is for the ticketed passengers [redacted] Respectfully, the fare purchased is non-refundable and the credit was made available for you to use.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 9, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We arrived before the 45 minute cutoff, were not checking baggage and had plenty of time to make it to the gate and board the plane, but Frontier had over booked it. Respectfully, I paid for a service that your company failed to provide because of an error on their part. I asked for a complete credit in return not a voucher only good for one purchase. It is poor business practice to take a customers money, fail to provide the service and then expect them to lose part of the amount paid because the next flight they chose is cheaper than the original one. I should be able to use the amount initially paid for as many flights as necessary, for anyone in the family to completely use up the cost. The initial flight was for my husband, me and my under 2 year old son. I should be able to use that credit for the same people now, even though my son is now required to have his own seat. I am surprised that Frontier is still in business with such a poor customer service department and I would like the full amount either refunded or provided as a credit to use up completely for at least all three of the original travelers.
[redacted]
Final Consumer Response /* (4200, 13, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were within the 45 minute cut off. I paid for a service they failed to provide by over booking our flight. They are money hungry and wanted to make sure they didn't lose out on a fair for 4th of July weekend and they screwed us in the process. I will not give my business to a company like Frontier that cares more about their income than the customer service they provide.
Final Business Response /* (4000, 15, 2015/09/10) */
Dear Ms. [redacted].
We have received your correspondence as submitted to the Revdex.com Rebuttal.
You have sent the same rebuttal from the Revdex.com on three different dates, August 18, 2015, August 27, 2015 and now on September 8, 2015.
Our records indicate you purchased two tickets on June 1, 2014 for flights on July 3, 2014, and traveling with a lap child. We have a time stamp on all check ins, on July 3, 2014 you attempted to check in on the kiosk and it stamped 8:19 am for a 8:55 am flight, this being only 36 minutes from departure. You then went to the ticket counter and attempted to check in with a 8:22 am time stamp, 33 minutes before departure. You missed the 45 minute cut off.
Flight [redacted] from Denver to Houston on July 3, 2014 was not over sold. Our flight left with over a dozen seats open.
You purchased Economy tickets which hold a $75 change fee plus any fare difference. Apparently you thought the tickets were valid for one year from the travel date, but they are valid one year from date of issue so they expired on June 1, 2015. As a customer service gesture on July 13, 2015 you were issued vouchers in the full amount of $226.50 (the $75 change fee was waived) for you and [redacted]. You were given one week to use these vouchers which expired on July 20, 2015.
Voucher are only valid for the name of the passenger [redacted] they are not transferable. [redacted] was advised by one of our agents that his voucher could not be used by his son.
We are unable to honor your request, you purchased non refundable tickets. There is no value left on your tickets due to they have expired as well as the vouchers that were offered as a customer service gesture have also expired and will not be reissued.
We're disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers. However, in fairness to all customers, it is important for us to be consistent when it comes to following our polices.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We were forced to buy one-way tickets from [redacted] for over $600.00
Sincerely,
[redacted]

Response Email   12/04/2017 03:02 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Department of Transportation and to the Revdex.com and appreciate the opportunity to address your concerns.   I'm sorry to hear how things turned out...

when you arrived at our check in counter for Frontier flight [redacted] from Las Vegas to Houston on November 26, 2017.  Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable 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.   Our agents will encourage you to go through security if you already have your boarding pass to see if you can arrive to the gate in time for the flight if you are late arriving to the ticket counter, which you were.  Since you were unable to get to the gate before the aircraft doors were closed, our agents attempted to book you on the next available flight, which you declined.   We do not book on other airlines when our customers fail to meet the check in requirements.  So your request for Frontier to cover the cost of your flight on United Airlines is denied.   As for your complaints against the TSA, your supposition that our agents conspired with the TSA is incorrect.  The TSA is a government run entity which the airlines in no way have the authority nor the ability to influence.   I'm truly sorry that you were not able to be accommodated on the Frontier flight [redacted] on November 26, 2017 due to your late arrival.  For future reference, please see https://www.flyfrontier.com/travel-information/at-the-airport/. for a timeline on the expectations of a customers responsibility.   All the best,    Customer Relations Advocate Frontier Airlines.

01/11/2017 04:17 PM , Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I'm...

sorry to hear that your originally booked flight [redacted] from [redacted] to [redacted] on December 16, 2016 was delayed due to a weather issue.  The scheduled time of departure from [redacted] shows as 11:30pm with an arrival of 5:03am into [redacted]. Our records indicate it departed at 1:18am on December 17, 2016 arriving at 6:18am.   Because of the delay, at 12:11am you requested a change be made to your reservation to depart [redacted] on flight [redacted] December 17, 2016 at 11:30pm.  This flight was cancelled due to weather issues.   Unfortunately 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 throughout our system.  Our next available flight was not until December 20, 2016. We know you were counting on us and we take letting you down very seriously.   Refund Request I understand your frustration with the flight disruption you experienced. Because you flew your flight to [redacted], your reservation doesn't qualify for a refund. However, we’d like to offer you a voucher ([redacted]) for $100 to make things right.  You may use this voucher towards future Frontier travel. Your voucher will expire on April 10, 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.   Thank 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] Frontier Airlines Customer Relations