Frontier Airlines, Inc.

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

Response Email   10/06/2017 06:04 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for following up about the difficulties you have had with our Early Returns program. I'm...

sorry to hear about all of the frustration you have been going through in regards to your Early Returns account and I apologize that there has been a delay in receiving your 40,000 miles.Early ReturnsIts frustrating to hear that you're unhappy with our Early Returns program. I know that it is one of the most generous programs in the industry and we review it often to make sure it remains that way. Your concerns will be shared with our Marketing team.   Your AccountReviewing your account, I have found that there might have been a message lost in correspondence when you sent your initial letter.  I see that  your active account number is XXXXXXXXXXX, with a combined balance of 41, 774 miles and your last positive activity was on XXXXXXX.    I can confirm that you do in fact have 41,774 miles on your early returns account. If you want to use your miles just go onto our website, and click on the drop down menu. From there you should see an option named 'Ways To Save', which you will then click on and select frequent flyer.  Once on the frequent flyer page you will click on 'Use Miles' on the left side of the page. If you have any further questions or comments regarding the use or balance of your miles, please let me know. Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

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

Hello [redacted]! We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand that you would like to be issued a $100 voucher, as the vouchers you had previously have expired. Voucher ExpirationThe vouchers you were...

issued have expiration dates of 90 days from the date of issue. This information is presented in the terms and conditions located at the bottom of the emails that were sent which contained the voucher numbers. Our records also indicate the $50.00 voucher you received on June 29th from the previous Revdex.com correspondence also had the terms and conditions listed. Your VouchersRespectfully, we are unable to honor your request for a voucher extension. The terms and conditions of our electronic certificates state they are valid for 90 days from the date of issue and may not be extended. Although vouchers must be redeemed by the expiration date, you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. I will repost the voucher terms and conditions below to review at your convenience. Come Back Soon!While I understand this is not the resolution you were seeking, I would like to remind you that you can always find the lowest fares on our website, www.flyfrontier.com. We also post our latest sales and fare deals on our website. I encourage you to keep an eye out for the great deals we offer to the destination of your choice. I am confident your next experience with us will be a good one, and we look forward to welcoming you aboard a future Frontier flight! Sincerely, Customer Relations SpecialistFrontier Airlines

[redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Thank you for providing the receipts. As a one time customer service gesture we have requested a check in the amount of $807.60. This is the $1000.00 ($250.00 per person) Allegiant airfare less the refund of the Frontier cancelled flight $192.40 ($48.10 per person).Check processing takes approximately 3-5 weeks and will be mailed to the address provided in your earlier email.Thank you again for your patience. Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
TThis is a real concern that these false advertising and 3rd party links are very misleading. Only saw the information in the email about no change no refund there.Being on fixed income it is difficult for me to let these things continue to happen to people like myself and others. Regards
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/27) */
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 your daughter [redacted] 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.
On [redacted] 1, [redacted] flight [redacted] from [redacted] to [redacted] was delayed due to previous crew rest caused by weather. Again, we apologize that [redacted] trip was impacted by a weather related delay. Please know that above all else, the safety of our passengers and flight crew is our number one priority. Our procedures for handling flight delays and cancellations can be found by following the link below:
[redacted]
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
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand delays happen, but feel a delay of over 10 hours is not acceptable, even if the delay was 6 hours she still would have made it to my wedding and wouldn't have wasted her whole day, plus the expense of obtaining [redacted] transportation so as not to sit in the airport the entire day. Thank god there are plenty of other air lines to choose from. This is the worst excuse I've heard and will never change the fact that my wedding day was missing a very important person.
Final Business Response /* (4000, 14, 2015/09/10) */
Dear Ms. [redacted]
We have received your second rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
All delays must be reported to the [redacted] of [redacted] if this was not caused by weather then this would be an incorrect statement from Frontier Airlines for a flight delay and the [redacted] would have called us on it.
You mentioned there was no weather issues that day, this may be true where you live but as I mentioned in my earlier email this flight was delayed due to " previous crew rest caused by weather". We did not have a pilot call in sick.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations
Final Consumer Response /* (4200, 16, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
regardless of what your excuse is,this is unacceptable. Your customer service is unbelievable. I had two of my children on a flight with your airline one time which resulted in a 2 hour delay(and I did not complain) and at least got an email with and apology and a 75 dollar credit, surely a 10 hour delay and my child missing my wedding warrants something.

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

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

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.)

09/17/2016 06:26 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Reimbursement Request We do not reimburse you for hotels that were planned prior to the trip. I have sent in the...

reimbursement request to our Financial department. Please allow 4-6 weeks to receive your $223.96 check. I hope you have a great evening.   Kindly,   [redacted] Customer Relations Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:I still haven't been reimbursed for my tickets.  The card that the money was placed on for the tickets is not mine.  The card that the luggage was reimbursed on is my card.As far as weather delays, what does a flight from Vegas to Florida have to do with a blizzard in Colorado? And why would it take 12 hours to cancel a flight. You know exactly what the $1300 was it was for the tickets we had to purchase to head home since you refused to fly us back home til the 27th and didn't offer any room compensation. I emailed my [redacted] itenerary to the email requested in my email from Frontier.
Sincerely,
[redacted]

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Safety Is Our PriorityI am sorry to hear about your flight delay and the lack of prior notice. At 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 apology for the unexpected interruption. It's never our intent to disappoint our passengers. Flight RefundI understand your frustration with the flight disruption you experienced. Because you flew your flight to Cancun, your reservation doesn't qualify for a refund. However, my research indicates you and your party were issued vouchers for $100.00 each to win your confidence with us back. Each member of your party may use this voucher towards future Frontier travel. Your vouchers expire on March 13th, 2018, 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. xxxx xxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx: xxxxxxxxxxxxxxxxxxxxxxx xxxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx: xxxxxxxxxxxxxxxxx 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

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

03/04/2016 11:01 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. No specifics regarding the mechanical issues are given to our passengers, but be assured your safety and our crew is our number one...

priority. We have a team that decides the best possible arrangement for all involved. It is never our intention to disappoint our customers. As stated in the letter you received the reasons don't change the time lost or the inconvenience you experience but we do express our sincere apology and hope that you'll give us another opportunity to serve your travel needs and restore your confidence in our services. Sincerely, [redacted] Customer Relations Specialist 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

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]

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

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.
 I received the check today and Ive received the email with the voucher numbers.
Sincerely,
[redacted]