Frontier Airlines, Inc.

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]

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

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]

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]

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:We were forced to buy one-way tickets from [redacted] for over $600.00
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/08/11) */
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 difficulty with the website when canceling your...

reservation. The Economy fare purchased is a non-refundable fare and holds a $75.00 change fee. When canceling online the change fee is deducted from the amount of the fare so you are aware of the amount of credit available.
In reviewing your reservation history I can see that you successfully cancelled your reservation and email confirmation was sent at that time. I am sorry you had to wait to speak with a reservations agent to confirm. Asking our customers to wait on hold for extended periods of time is no more acceptable to us than it is to you and we are working to reduce wait time.
Respectfully, the fare would not be refunded. The credit remains available for you to use one year from the May 17, 2015 date of issue.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

Complaint[redacted]
I am rejecting this response because I have still not received a check for compensation in the mail.
Sincerely,
[redacted]

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]

Initial Business Response /* (1000, 5, 2015/08/04) */
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 you experienced when inquiring about...

your gift card. We have recently updated our systems and with this Gift Cards must transition into a credit reservation to be used. The credit reservation you have in the amount of $1000.00 (same as the gift card) is [redacted] This can be used online or with our reservations agents at XXX-XXX-XXXX XX/7.
Thank you for your patience. We look forward to welcoming you on a future flight with us.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very pleased with the result. The Revdex.com did what I was unable to do. It means a lot to me on numerous levels. Thank you all very very much!!

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]

Dear Mr. [redacted], We are in receipt of your correspondence with both the DOT and Revdex.com. We welcome the opportunity to address your concerns. We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is closed, our agents...

are unable to reopen the flight to print passes or check in baggage. If a flight is missed, passengers are offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable.Our records indicate that your party did not arrive at the ticket counter until 30 minutes prior to departure. While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner. Be assured we have forwarded your input for Management review.Your comments and those from other customers help us to identify areas needing to be addressed and we appreciate your feedback. Kind regards,[redacted]Customer Relations SpecialistFrontier Airlines

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

This company cannot continue to treat customers with such poor customer service. I am not satisfied with the outcome. Some sort of refund is necessary to rectify this situation.

Initial Business Response /* (1000, 5, 2015/09/19) */
Dear Ms. [redacted],
We are in receipt of your correspondence with the Department of Transportation and the Revdex.com. We appreciate the opportunity to address your concerns.
Please accept our apology for the flight disruption...

your daughter 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.
Flight [redacted] from Orlando on September 1 was delayed due to downline delayed due to previous maintenance. During times when we are experiencing cancellations or delays due to mechanical related issues, we do compensate passengers during mechanical related delays, as you and your family were compensated $100, which is our maximum compensation.
Our records indicate you were corresponding with our Customer Relations Lead, [redacted]. As a customer service gesture she re-issued your vouchers to $120 each to reflect the breakfast and lunch vouchers. Your flight departed at 3:10 so dinner vouchers would not have been issued.
Please accept our sincere apology in which we are unable to grant your request. As per our policy, vouchers are not redeemable for cash.We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We hope you understand that safety for our passengers and crew is always our number one priority and 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, 7, 2015/09/23) */
[redacted]Document Attached[redacted]
The option is still the same from frontier. which is pointless for me. I only have a minimum amount of vacation time within one year. So what they are presenting to me will not work. They are first expecting that I use the tickets for my children and me by November 30 2015. Even if I had vacation time available my children are in school. Second they are still not unwilling to compensate me for the total told to me I would receive in vouchers which was $150 total each passenger. I am wondering was any other passengers on the same flight/day/experience submitting a complaint with your company? If so they can verify what was told to us.
Final Business Response /* (4000, 9, 2015/10/11) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
The option is not the same, the vouchers expire November 30, you only have to book your flight before that date. You can fly out as late as April 4, 2016.
No other passenger received $150, you have the largest dollar amount in vouchers.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 11, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am excepting it because I know for me after this use I will not use that business anymore and will let all of my friends and family considering using the airline not to!

Initial Business Response /* (1000, 6, 2015/11/13) */
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 uncontrollable flight disruptions of both flights...

[redacted] due to weather which was a connecting flight through Denver arriving into Las Vegas at 10:23 PM. You were re-protected on a direct flight from Houston to Las Vegas flight [redacted] which also ended up being delayed due to Houston station operations issue having more than normal number of scheduled aircraft are on the ground simultaneously arriving at 11:23 PM.
Flight [redacted] was delayed due to ATC (Air Traffic Control), which is also an uncontrollable delay.
We're unable to refund used ticket, both flights were uncontrollable delays. I apologize for your bag delay and damaged handle. I'm sorry to hear you missed the midnight wedding celebration with your family and friends. I have set up a refund on your bag and provided you a $50 voucher as a customer service gesture.
To redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking process. When you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number.
Name: [redacted]
Expires:2/11/2015
Certificate number:XXXXXXXXXXXXXXXXX
Regards,
[redacted]
Customer Relations Specialist
Frontier Airline
Electronic Vouchers:
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 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.

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

Complaint: [redacted]
I am rejecting this response because:Same exact response I got previously.
Sincerely,
[redacted]

10/24/2016 10:06 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Check-InWe 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 $99 change fee.   Refund Request According to our records, [redacted] never made it to the check in counter or a kiosk at the airport. There are no records that he spoke with a representative or made it to the check in counter. As per our policy, we are unable to provide a refund for this reservation, because he was marked as a "no-show". Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure.   Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistent. Thank you contacting us in regard to your situation.   Regards,   [redacted] Customer Relations Specialist Frontier Airlines