Frontier Airlines, Inc.

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

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

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]

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]

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

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, 2015/09/10) */
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

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]

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

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

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   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 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]

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

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

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

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]

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]
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[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]

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

Response Email   03/24/2018 07:05 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Explanation of Fees I apologize for any confusion or miscommunication regarding our baggage...

fees. Our bag prices increase based on when the bags are added to the reservation. In this way, bags which are added at the time of booking on our website will be the cheapest, and the prices will increase from there. I'm sorry if this was not explained more clearly before you made your purchase. We are respectfully unable to compensate for the difference which you noticed.   We Hear You We are constantly reviewing our fares and prices. I understand where you're coming from and I'll share your concerns with our Marketing team. We appreciate your feedback and we want to use it to improve however we can in the future.   Come Back Soon Thank you for taking the time to share your concerns. I'm sorry to hear about your past experience, and I'm confident that your next flight with us will be a much better one.   Regards,   Customer Relations Specialist Frontier Airlines