Frontier Airlines, Inc.

03/21/2017 05:36 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   During the booking of a revenue ticket, The Works pop-up option will appear. During the booking of a mileage ticket The Works pop-up option does not appear. Therefore it is not available on mileage tickets. I apologize for any confusion in the working. As you feel it does not clearly state: "The Works is not available for tickets purchased using miles".   Please be assured that your comments have been forwarded to our eCommerce department and our Marketing department for internal review.   I appreciate the time you've taken to share your feedback. It's important we remain consistent with our policies and I'm sorry you're not happy with our final resolution.   Kind regards,   [redacted] Frontier Airlines

09/16/2016 02:27 PMHello [redacted], Thank you for contacting us regarding your experience with Frontier when you wanted to change your flight due to a family issue. Our PolicyI know that you were frustrated with the fees we charge and I am sorry for that but I'm hoping I can explain. If you need to change...

your itinerary prior to the day of travel (date changes or city changes) you may do so but you must pay the difference between the fare already paid and any difference in fare and/or option prices, as well as a non-refundable change fee of $99 per person. You mentioned that the fare on the new date was less than the original date so in that case you will pay the lower fare plus the $99 change fee per person. The Works I was thinking that the next time you book a flight with us, you might want to consider purchasing The Works, which bundles extra services such as bags and seats, in one low price, and is the only way to get full refundability of tickets after 24 hours and there is no change fee. The Works can only be purchased at the time of booking but it's a great way to save in the future and it gives you the flexibility you might need in the event that something unexpected were to occur. We Can Do BetterPlease accept my apology for the difficulty you had on the phone with the Frontier representative. Your description of your experience is concerning and I can only assure you this is not the type of service we strive to provide. I'm sorry this happened to you. Please accept these $25 vouchers for you and your party as a token of apology for this incident. You can use these vouchers on any future frontier flight and while they must be redeemed prior to their expiration dates, you can actually fly as far out as Frontier's schedule allows. Again, I'm so sorry for your experience and I hope you will use these vouchers on a future flight with Frontier under better circumstances. And [redacted], thank you for your service. Best regards, [redacted]Customer RelationsFrontier Airlines

06/02/2016 01:14 PM Dear Ms. [redacted],After reviewing your chain of emails, we noticed that one of your emails with your receipts exceeded our maximum limit for this email server.  This would be why we never received your receipts.  If you could kindly resend your receipts to [redacted], we will be happy to review your interim expenses for reimbursement.  We do apologize for the confusion, as we assumed that the face washes were prescription and therefore sent you the information in the previous email.Please send the receipts to the [redacted] and we will be happy to review them.Thank you.[redacted]  05/31/2016 03:32 PM Dear Ms. [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We do understand your frustration regarding your missing bag; however, our ultimate goal is to reunite you with your missing property.  This process can take up to 30 days.  During this 30 day period, we are attempting to find your bag through a number of paths.  We have been reaching out to, not only, Frontier stations, but also other airlines through the Worldwide Tracing System.  Receiving responses from those other airlines can sometimes take time.  We do need that 30 day timeframe to conduct our search.  If we locate our bag, we will contact you immediately.  After that 30 day period, if we are unable to locate your bag, your claim will be sent for processing.You also addressed acne medication that you require.  We do apologize, however, under our Contract of Carriage (that every passenger agrees that they have read during the purchase process), any kind of medication is not a covered item.  The only items we are able to reimburse are clothing, toiletries and shoes.  In addition, we did receive your interim reimbursement and it has been sent for processing.  Ms. [redacted], thank you for giving us the opportunity to respond to your rebuttal and we will certainly call you if we are able to locate your bag.Respectfully,[redacted]

Initial Business Response /* (1000, 11, 2015/10/14) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry I'm unable to find a reservation under your name. Are you the passenger?...


In order to access travel record, I will need additional information. Please send six digit confirmation code.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

09/21/2016 12:24 PM Dear Ms. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Central baggage office left a message on your voice mail on September 15, 2016 and never received a returned call....

  If your baggage delay has still not been resolved, please contact our Central Baggage Dept. at ###-###-#### between the hours of 7:00 am to 4:00 pm. (mountain time)   Sincerely,   [redacted] Central Baggage

I know for certain that both myself and my wife called Frontier. We both told the agent that I was too sick to fly. We both were told that I could fly out at a later date. Nothing was told to either of us about a $100 charge. First Frontier said that I flew out, then they said that they didn't show a flight out, but I must of flew back. They claim that they pulled the call now, and that they told my wife about the $100 charge to re-book the flight. Seems like they will just keep changing their story to suit their needs. I really have nothing more to say about this company. We will look elsewhere when booking flights no matter the cost.

Complaint: [redacted]
I am rejecting this response because:I have attached a copy of the receipt in which the agent circle the amount we were to be refunded.  She told us we would receive the full amount.   If it is not Frontier's policy, she should not have told us that.   
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 confusion regarding your Economy ticket. The...

Economy fare purchased has a [redacted] change fee and any applicable fare difference to rebook. In reviewing your reservation it appears the amount paid was [redacted] per person. Because of the low fare there would be no reason to pay the change fee and rebook. You would essentially be paying [redacted] to use [redacted] As a customer service gesture I have requested a refund of the bag and seat fees you paid. The total amount is [redacted] and this will credit back to the card ending in 3695 with in 7 business days.
We look forward to the opportunity to serve you again aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

03/01/2016 06:32 AM [redacted],Your return flight falls under a totally different set of circumstances and policy.I provided you credit for the outbound flight because you were late arriving to the airport.  The credit was issued as a customer relations gesture of goodwill.  We do understand that there are circumstances that can cause a passenger to show up to the airport late.Your return flight does not fall under any such circumstances and is therefore subject to the terms and conditions of the ticket fare.  A passenger is required to cancel their flight prior to the schedule departure if they no longer intend to take the flight.  Failure to do so will result in the forfeiture of the ticket.  Respectfully, no refund or reimbursement of any kind can be honored in regards to your return flightRespectfully,[redacted] Customer Relations SpecialistFrontier Airlines

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment...

during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reason. Please accept my sincere apology if you were disappointed with our handling of your delay. It's never our intent to disappoint our passengers.Your RefundMy research shows that a refund in the amount of $1026.66 was issued to your card ending in XXXX on January 3rd, 2018. This covers the cost of your unused fare. An additional refund was processed to your card ending in XXXX for the amount of $532.00. This covers the cost of your bundle fees. Please allow a few days for this transaction to post to your account.Unfortunately, we are unable to refund Xxxxxxxx Xxxxx Xxxxxx's $127.64 portion of the flight from Puerto Rico to Orlando, as our records indicate that this segment was boarded.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

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

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]

04/15/2016 09:09 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry you were unable to make your flight. We recommend passengers arrive 2 hours prior to departure as flights close at 45 minutes prior....

Agents may ask for passengers who's flight is to depart sooner come to the front to get checked in. In reviewing your reservation you were checked in by the 45 minute cutoff at 5:32 am. Agents did assist with checking in passengers after the cutoff because of the wait. Our records verify the last passengers checked in for the flight was 5:51 am and these passengers boarded at 6:25 am. The last passenger boarded at 6:26. Colorado was under blizzard conditions on 3-23-16 and [redacted] was closed for most of the day. This created cancellations the next day as aircraft and crew were delayed in departing Denver. When weather cancels a flight we will accommodate you to the next available Frontier flight or if the accommodation is not acceptable a refund can be requested and you can make other arrangements. Because weather is not within our control we so not reimburse for additional travel related expenses. If you need any additional information for your travel insurance please let us know. The refund for the overweight bag of $150.00 was credited to the account ending in 1550. The $90.00 was credited to the account ending in [redacted]. Along with our sincere apologies, we have issued an electronic voucher in the amount of $50.00 for each of you, which can be applied towards 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]This voucher must be redeemed by July 13, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.We look forward to welcoming you aboard a future Frontier Airlines flight.Kindly,[redacted]Customer ServiceFrontier Airlines

Dear Mr. [redacted], Your claim has been processed.  Your should be receiving payment shortly.  Thank you for your patience. Respectfully, Frontier Airlines

04/26/2017 04:57 PM Hello [redacted],   Thank you for your reply.   Your RefundYour refund request has been approved in the amount of $183.60. This refund was issued to your [redacted] card ending in [redacted]. Please note that once the transaction has been processed by us, it may take a week to post to your account, depending on your bank's practices. Your bank should be able to validate that this has been issued.   Please let me know if I can help you with anything else!   Kindly,   [redacted]
[redacted]
[redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting Frontier Airlines regarding your daughter's flight from Phoenix to Cleveland on December 27, 2017. I'm sorry to hear about the...

customer service experience you had. Our Apologies Please accept my sincere apology for the service you described concerning your unaccompanied young traveler.Frontier Airlines strives to provide the best care to all passengers, especially children. We have shared your concern with our In-flight Leadership team, as well as our Training department for further review. Please be assured, this is an isolated incident and is not typical of the standards we strive to maintain. RefundRespectfully, I can not refund your child's flown travel. I apologize but we cannot compensate you further. VouchersIn my records, I can see that you were refunded the Unaccompanied minor fee and issued three vouchers. Your vouchers expire on March 30, 2018 and March 28, 2018,but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below. Unaccompanied MinorI apologize for any miscommunication regarding the services provided with the Unaccompanied minor fee. To ensure the safety and well being of unaccompanied minors, our policies ensure:?Care for your child during each flight?Extra attention from our Flight Attendants ?Release of the child at the arrival city only to the person designatedCan I have more information on who promised that we would call once your child landed because this is not a usual service we provide.My research shows we sent a flight delay email/text to [email protected] on 12/27/17 at 6:06pm. I'm sorry if you did not receive this notice. Depending on your email settings, it may have gone to your Junk Mail folder.Come Back SoonWe hope to have the opportunity to serve you and your family again aboard Frontier Airlines.Sincerely,Customer Relations SpecialistFrontier Airline

Initial Business Response /* (1000, 6, 2015/09/09) */
Dear [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience...

your wife [redacted] experienced due to our 624 minute flight delay on July 12. As you can imagine, flight irregularities can be very challenging. 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. Please know that it is never our intention to disappoint our passengers.
During times when we are experiencing delays due to mechanical related issues. Frontier Airlines compensate passengers, as your wife was compensated $100, which is our maximum compensation.
Please accept our sincere apology in which we are unable to grant your request. [redacted] took her flight, we so not refund used flights. We regret that you feel this is not enough, and we apologize for any frustration this may have caused [redacted].
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 Business Response /* (1000, 4, 2015/06/25) */
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 canceling your...

Classic Plus fare on our website. The fare is a fully refundable fare however there are additional steps needed to request a refund rather than use for future travel. I understand your frustration and your comments have been made available to our web team for future consideration.
Thank you for your comments. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 6, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

03/03/2016 12:52 PM Please provide your brother's reservation code so I can increase his voucher by $55.00 as a customer service exception. I have also received authorization to request a check for your gas expense in the amount of $29.32.  Your reimbursement check will be sent under separate cover; please allow 3-6 weeks for processing. [redacted]

03/01/2017 01:31 PM Hello [redacted],Thank you for contacting Frontier Airlines! I would be happy to assist you in addressing your concerns regarding your last experience with us!Our Apologies I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I...

know it’s disappointing to finally arrive at the gate stated on your ticket, only to find that your gate has changed. Periodically, disruptions in one part of the system may cause interruptions in other areas, resulting in gate changes. We strive to communicate this information as effectively as possible which is why we advise passengers to stay alert for updates that are announced/posted at the airport.   Be assured we are in the process of reviewing our personnel needs, especially at our busiest airports, to ensure we are adequately communicating gate changes to prevent this from occurring in the future.   Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought your experience to our attention, so we can take appropriate measures to ensure your experience is not repeated.  I have logged your concerns about our agents at the airport for future improvements in our service. We Care About You! It's important for us to keep good relationships with customers like you. Although our policy does not offer refunds or reimbursements in these scenarios, as a gesture of apology for the gate change, the miscommunication, as well as the service that you received, I have issued you a voucher in the amount of $94.20, which can be applied toward a future Frontier flight. This amount is the cost for the flight that was missed due to the gate change. The voucher information is stated below:   [redacted]   I hope to prove we can do better! Your vouchers expire on [May 27, 2017], but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Come Back Soon! I apologize again for your past experience, and I hope you will use the discount on your next flight with us. I highly encourage you to give us the chance to impress you on your next adventure. I'm confident your next flight will be a vast improvement! Have a wonderful day, [redacted]! Kindly, [redacted] Customer Relations Specialist Frontier Airlines