Frontier Airlines, Inc.

02/29/2016 01:11 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. As a one time exception, we have authorized your reservation at the original price of $162.41; providing you have a valid form of payment....

Please contact our 24/7 reservation line for assistance, as documentation has been put in your record. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines

Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We understand your frustration regarding your settlement and appreciate the opportunity to address how we came to the final amount.   In your claim...

you indicated that you had 13 items missing from your bag.  Of those 13 items, 4 were not covered under our Contract of Carriage (heartbeat chest strap, digital watch, cell phone armband or prescription cream). The remaining items were considered consumable toiletry items and are covered at 50% of the listed value.   I hope this explains how we came to our final settlement amount.  We hope that this incident does not prevent you from flying on Frontier Airlines, and hope to see you again on a future Frontier flight under more pleasant circumstances.   Respectfully,   [redacted]

08/26/2016 02:01 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am sorry for the flight delay which would have caused you to miss your connecting flight in Denver on June 15, 2016....

  When there is a flight disruption our SOC and Passenger Planner department will consider all factors regarding the flight delay or cancellation, and decisions are made usually just before a flight will depart or after departure if any exceptions will be made.   On June 15th for your flight departing from Salt Lake City decisions were made that due to the number of passengers that would miss their connecting flight in Denver, the flight 218 departing Denver to Austin would be delayed so that the passengers on flight 576 from Salt Lake City could make the connecting flight.   According to the email receipt you provided, you made the decision to purchase [redacted] Tickets several hours before your flight departed and at that time the decision to delay the Denver flight was not yet decided.   As per your comments you said that our agent [redacted] advised you that Frontier would reimburse you for the other airline tickets. I had the call pulled and was advised that at no time during the conversation [redacted] advise you Frontier will reimburse you for the other airline tickets. He did advise that you can submit a request for a refund on our website.   Frontier will not guarantee a flight will be held for an incoming flight with connecting passengers onboard. If the flight out of Salt Lake City was delayed any further than the estimated time of departure, more than likely our planning department would no longer delay the flight departing Denver.    [redacted] you chose to purchase another airline ticket before any decisions were made regarding your delayed flight which would you to miss the connecting flight in Denver. Respectfully, your request for a refund of the [redacted] ticket you purchased and the flown portion of the Frontier ticket from Denver to Austin has been denied. Frontier does not refund used tickets.   My research shows that the Salt Lake City to Denver portion of your flight was not flown and was refunded back to the original form of payment on June 20th and a $9.00 refund was refunded on July 9, 2016.   I understand this may not be the answer you were hoping for and regret any disappointment.Thank you for sharing your concerns.Kind regards,[redacted]Customer Relations SpecialistFrontier Airlines

10/06/2016 02:18 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the frustration and inconvenience you experienced while traveling with us. We appreciated receiving your e-mail and...

are happy to address your concerns. It is always good to receive valuable feedback from our customers regarding their experience with Frontier Airlines. Our goal is to provide quality service both to our passengers and their luggage. We are continually working to improve our service and minimize baggage mishandling. Situations such as this are no more acceptable to us than they are to our customers. We can only assure you that your experience is not typical of the standards we strive to maintain. We are committed to providing our passengers with superior customer service and are disappointed to hear we fell short of this when you traveled with us. Your experience should not have been negative in any way and we apologize for the rudeness and the lack of quality customer service that was provided. Please know that 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 upper management. Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback. You indicated that your luggage has been restored to you at this time. If you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailed-in to the following address for our management to process. You may reach our Central Baggage Service office directly: ###-###-####, with any inquiries.   [redacted]
[redacted]
[redacted]
[redacted]   Central Baggage has requested a refund of the $50 baggage fee you paid. The refund will go back to the original form of payment.  Please allow two credit card billing cycles for this process.   We would also like to offer you a $75 electronic travel voucher for future travel on Frontier Airlines in an effort to earn back your business.  Please let us know if you would like to accept this offer. Your continued support is very important to us so we hope this isolated incident does not prevent you from flying with us in the future. 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

07/26/2016 01:05 PMHello [redacted] Thank you for contacting Frontier Airlines. Our ApologiesPlease 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. I would like to apologize for our agents not being able to provide any information to why we had delays. Your first flight was due to a crew problem, the second part of your flight was delayed due to a mechanical delay. I am sorry this delays messed up you plans for people who went out of their way to pick you and your family up. I would just like to remind you of the vouchers that have been provided for you and your family, due to the delays. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] We as well have refunded $30.00 back to your American Express, due to your baggage being delayed. While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again. Kindly, [redacted] Frontier Airlines Customer Relations

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

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

06/27/2017 10:57 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Current Balance Your EarlyReturns account currently has a balance of 0 miles. Mileage accrued in the program will expire if members have...

not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines [redacted] during any six month period. NotificationWe contact our customers regarding expiration by email. If your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been received. We attempted to send you an email regarding the expiration of your miles on October 25th, 2016 and again on November 18, 2016. I'm sorry to hear you did not receive notifications.   ResolutionYour expired miles totaled 52,600 and expired on December 9th, 2016. I apologize for the confusion regarding the usage of the card and reinstatement of miles.  As a one time customer service gesture, I will be able to reinstate the miles to your EarlyReturns account if you make a qualifying purchase. The purchase must be made within two months from today, and must create new miles on your EarlyReturns account. Mileage earned through the Barclays card can take 1 to 2 billing cycles to post to your EarlyReturns account. At this time, our records do not indicate any recent miles created by a purchase on your Barclays account. Please contact Barclays for more information.   Additional Information Terms and Conditions - I have included a link to the Terms and Conditions for our [redacted]. Please contact us if you have any questions or concerns.Regards,[redacted]Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: This does not answer any of the questions or address the concerns I had. I think one of the main questions is, Is it your standard practice to change scheduled flying times on not one but two flights by more than 7-10 hours when a customer books? If this is the case I believe that this should be clear on your website not that minor schedule changes may occur but that we can change both your flight by more than 7-10 hours within 24 hours after you book.  Would you agree that generally flying during the times of 12:45PM-4:43PM would cost more than to fly 7:00PM-10:45PM as evidenced by rates charged to fly during these times? I would also like to know when your flight scheduled changed? It seems very fishy that 24 hours after booking this flight you changed your flight schedule when online I cannot find that you ever even offered the flights I originally paid for. Selling a customer a product than within 24 hours of taking their money offering them a completely different product to me sounds exactly like a bait and switch.  I truly believe offering travel vouchers for your flight services when it is clear your flight services didn't work and you didn't have anything you could make work is kind of joke for compensation. You deliver terrible customer service including keeping customers on hold for an hour than tell them their flight changed and you cannot offer them anything other than flying during undesirable times. No connection flights nothing. In addition they have to now wait for you to process their refund. With this being said your compensation is here take these travel vouchers to use on a flight we cannot help you with and just deal with the terrible customer service. I mean common to not even offer realistic compensation for the terrible customer service and deceitful practice doesn't seem at all fair.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/27) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Damage claims are handled by the local stations so we have reached out to our Atlanta...

Management for more information on your claim. As soon as we hear back from them, we will update you. Please let us know if any progress has been made since filing with the Revdex.com.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I originally contacted the local office twice about my damaged luggage and have yet to receive any sort of correspondence in regards to a remedy. Therefore, I am going to the corporate office. It shouldn't take this long to at least get some sort of response.
Final Business Response /* (4000, 10, 2015/11/16) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
According to our Atlanta station they have contacted you directly, and have sent out a replacement bag. They will also be sending you a settlement check.
If this is incorrect, or you have any questions, please let me know.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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, 5, 2015/09/10) */
Dear Mr. [redacted],
We are in receipt of your correspondence with the [redacted] of [redacted] and the Revdex.com. We appreciate the opportunity to address your concerns.
This has been viewed and resolved by our Senior...

Manager Customer Relations. According to our records, check-in was attempted at our kiosk at 11:42PM and 11:45PM for a 12:15AM scheduled departure. With this information we can only conclude that check-in was not completed within the 45 minute required check-in time frame. While I understand you have stated you were there before the 45 minute requirement the time stamp does not reflect this.
I'm sorry we're unable to honor your request. As a goodwill gesture, all travelers have been provided with a travel voucher in the amount of the purchased ticket price ($139.10). Typically, a $99.00 fee is applied to tickets that are not used on the scheduled departure date/time but the fee has been waived. In addition, we have requested a refund of the seat and baggage fees, in the amount of $250.00. Please allow 7-10 business days for that to post to the credit card ending in [redacted]
To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number:
XXXXXXXXXXXXXXXXX-[redacted]
[redacted]
XXXXXXXXXXXXXXXXX-[redacted]
XXXXXXXXXXXXXXXXX-[redacted]
XXXXXXXXXXXXXXXXX-[redacted]
XXXXXXXXXXXXXXXXX-[redacted]
This vouchers must be redeemed by November 27,2015, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
Frontier does not provide reimbursement of expenses incurred when the 45 minute check-in requirement is not met. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
We hope to have the privilege of serving your future travel needs under more pleasant circumstances.

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, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an outright, and outrageous lie. The staff on counter (the night shift manager: [redacted]) knows that we were present 3 minutes before the 45 minute cutoff. Instead of doing all he could to help us get our boarding passes, he used delaying tactics and deliberately timed us out so that we couldn't print physical passes even if we wanted to. There were six of us present and we all had checked in online. In any other airport we could have boarded without the passes [redacted] insisted that we could not do so in Las Vegas without physical passes.
Final Consumer Response /* (4200, 11, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have earlier established this company's pattern of deceit, and the customer complaints they have received are a testimony of that.
We have six people who were at the counter saying that we were there at 48 minutes before the flight departure, when the cutoff is 45 minutes. It is very convenient - and self serving - for [redacted] to say that is not the case.
The boarding times shown on the system are not reflective of anything. [redacted] was using a delaying tactic and not issuing boarding passes. After wasting precious minutes arguing with him and other staff at the counter, in a final bid of desperation we used the self help kiosks at the airport. These instances occured long after we were at the airport.
The points to which we have not really received an answer from the company still stand:
1. We had already checked in online, so why were we not advised to go through the security check in any case?
2. How can a flight that is supposed to depart at 12.15AM, fly off just after midnight when checked in passengers have not yet boarded or even issued boarding passes?
We have now been going back and forth with this company that lacks basic integrity towards its customers. We have spoken to ~10 people in the organization and each time we hear a different response.
Initially we were offered airline vouchers which we refuse to accept on principle, as we are NEVER going to fly with this airline ever again.
Subsequently - the Facebook customer service informed us that they would consider our request for the vouchers to be paid in the form of a cheque. This was in late August. Sometime in September, this message was retracted & deleted from Facebook.
In late September, after we formed a Facebook page to bring aggrieved customers together for better resolution, the airline changed its tune instantly and asked us to send in all the receipts and damages that we had to suffer because of being disallowed to board. Now towards the end of October, there has been no response or action toward this front.
Make no mistake this is a company that has no sense of ethics, integrity or justice. Forget about customer service, they are intent on making their customers lives a Kafkaesque nightmare.
We will continue fighting however against this injustice.
Final Business Response /* (4000, 13, 2015/11/02) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
If you checked in the night before and printed out boarding passes [redacted] still had bags to check, your bags have to be checked in 45 minutes before departure.
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 be consistent when it comes to following policy.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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.

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]

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

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.

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

06/20/2016 05:42 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Your RefundI apologize for the situation surrounding your flight purchase. It's really unfortunate that happened. I'd like to offer you a...

refund in the amount of $26.00 Please note that one the transaction has been processed by us, it may take a few weeks to be sent to your address. While credit cards are more convenient, we have no way of approving a credit refund for this type of issue. I apologize for the inconvenience.   We look forward to flying with you soon.   [redacted] Customer Service Representative Frontier Airlines