Frontier Airlines, Inc.

Tell us why here...Hello [redacted], Thank you for contacting Frontier Airlines. I want to apologize for your overall experience while trying to reach our customer relations department. I also want to apologize for the rude supervisor you mentioned you spoke with from our Los Angeles airport. It is...

never our intent to inconvenience passengers and for that I do want to truly apologize. 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 this to our attention, so we can take appropriate measures to ensure your experience is not repeated.We Care About YouWhile our bag fees are non refundable, it's important for us to keep good relationships with customers like you. In an effort to prove we can do better, I have issued a $100 voucher #xxxxxxxxxxxxxx to use as a discount on a future Frontier flight. This covers the cost of your bags on both reservations as well as for your overall experience. Your voucher expires on March 12 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.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!Regards,Customer Relations SpecialistFrontier Airlines

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.

Initial Business Response /* (1000, 6, 2015/12/22) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Thank you for your email regarding the schedule change for your Frontier Airlines...

flight. Schedule changes are often necessary for an airline to provide quality service and we apology if this change creates an inconvenience.

Upon review of your reservation it has been determined the schedule change details for your flight were emailed to you on December 8 for a January 6 flight, and a refund request was set up and credited back to your credit card ending in [redacted] We regret any inconvenience this has caused. Please understand compensation is not provided for schedule changes or cancellations.

We greatly appreciate you taking the time to contact us. Please know that your comments will be shared with the appropriate departments.

Thank you for flying with Frontier Airlines.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

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

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

Initial Business Response /* (1000, 6, 2015/09/11) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for any incorrect information that was provided to you. It is never our...

intention to inconvenience our passengers. Our records indicate on August 30 a full refund in the amount of $1,560.40 to credit card ending in [redacted]
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 /* (2000, 8, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

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

06/29/2016 09:54 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and the Department of Transportation.  We appreciate the opportunity to respond.  It was a pleasure speaking with you today, thank you for your feedback and...

concerns.  I sincerely want you to know that your comments and suggestions have already been delivered to upper management for review and consideration.  I agree with you that the level of customer service you received was unacceptable.  I also sincerely want you to know that this is not typical of Frontier Airlines' treatment of our passengers.  We take great pride in our commitment to our passengers and look forward to having the opportunity to earn back your business.   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]   Central Baggage has requested a refund of the $35 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. In addition, we are providing a $75.00 electronic travel certificate for each passenger on your original itinerary as resolution of the complaint. Attached are the instructions and information needed for the redemption of the $75.00 electronic travel certificates provided. The certificates are name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. These certificates do not have any residual value if full value is not used. Please redeem your electronic travel certificates by going to www.FLYFRONTIER.com or by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificate. The certificate expires at 12:01am (CST) of the expiration date; the reservation must be made by 11:59pm (CST) the day before the expiration date.   [redacted]
 
[redacted]
 
[redacted]
 
[redacted]
 
[redacted]   Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage complaint. We look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely,   [redacted] Customer Relations Central Baggage Services Frontier Airlines Phone: ###-###-#### [redacted] www.FLYFRONTIER.COM

Initial Business Response /* (1000, 9, 2015/10/07) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
In order to respond to all your concerns we have requested some additional...

information from our agents. Thank you for your patience while a complete investigation into the matter is conducted.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 11, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How long will I have to wait?
Final Consumer Response /* (4200, 15, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not resolved matter. The person who contacted me stated the supervisor stated I was not there prior to the cut off time which the supervisor was NOT present as well as I asked to speak to this person who never even wanted to come speak to me. I supplied them with the time I called their customer service. They don't want to take any accountability for their reps actions. They have over 2,000 complaints with this airline for the same reason as mine. Something must be done. I will also be forwarding my complaint to the FTC.
Final Business Response /* (4000, 17, 2015/11/02) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
You mentioned in your previous email "Also I sent the time I called customer service which was 9:20a so if I were late how could I call 5 minutes prior to the cut off time." Who did you send this to? You can forward that to me.
I await your reply.
Regards,
[redacted]
Customer Relations
Frontier Airlines

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

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

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]

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]

Dear Ms. [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Our Atlanta Station Manager informed me that a check in the amount of $331.00 was issued to you on December 24th. He also provided me with a copy of it. Please let me know if you did not receive this. We look forward to resolving the matter. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

05/02/2016 12:05 PM [redacted], Again, I apologize for your continued disappointments in our resolution to your concerns. Your flown outbound travel segment was $79.00. Your un-flown return travel segment was $79.00, which has been refunded in the form of a check. Your $30.00 checked bag fee was also refunded, as a customer service gesture. There were additional Service Fees of $64.99 collected, which are non-refundable. I have included a copy of the fare breakdown for your review. The reimbursements you received are final. $79.00 (MCI-DEN) FLOWN Travel $79.00 (DEN-MCI) Reimbursed $30.00 (Bag Fee) Refunded $64.99 (Service Fees) Non-refundable TOTAL $252.99 The only additional form of compensation we can offer is a voucher for future travel. I have issued you a $50 electronic voucher in hopes you will consider flying with us again. I also extended our standard 90 day redemption policy, out to 6 months. This voucher (#[redacted]) must be redeemed before November 30, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. [redacted], I am sincerely sorry for your frustrations and hope for the opportunity to restore your confidence in our services. Kindly, [redacted] Frontier Airlines Leadership Team

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Mr. [redacted],
Thank you for contacting Frontier Airlines Central Baggage.
We are sorry to hear of the damage to your baggage when you traveled with Frontier Airlines recently. In spite of our best efforts, damages occur due to the...

sheer volume of baggage and the short transfer times. Damage reports are taken and handled at the airport baggage office of arrival so an inspection can be made. Your formal complaint has been filed.
Our records indicate you claim has been resolved at this time. If the issue is still outstanding, please advise and we will forward your request to the airport office for response.
We appreciate your business and we apologize for the inconvenience you experienced. We hope to serve your future travel needs.
Sincerely,
[redacted]
Frontier Airlines, Inc.
Central Baggage Service
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told this was approved and they were sending me a check but no details were provided and I have not received reimbursement yet.
Final Business Response /* (4000, 9, 2015/08/24) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Our records show that our [redacted] station has been in contact with you and mailed a check for your interim expenses on [redacted] Please let us know if you don't receive this.
We hope to restore your confidence on a future Frontier Airlines flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 11, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

08/09/2016 04:56 PM Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Frontier would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bag. We have filed a formal complaint on your behalf with the customer service management team.   Please accept our sincere apology for the delay of your checked baggage when you traveled with us on July 23rd, 2016, from San Francisco, CA to Cleveland, OH.   In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. Our records indicate that your delayed bag was sent to our Central Baggage facility on August 4th, 2016, the bag did not have any bag tag or identification on it, so we could not find the owner. We received your claim forms for the delayed bag today, August 9th, 2016 and through the matching process in Central Baggage located your bag. The bag has been set up for delivery to your neighbor, [redacted], per your request. the bag is being shipped 2 day [redacted] and the tracking code is [redacted] today, August 9th, 2016.   If we can be of further assistance, please don't hesitate to contact us via email at: [email protected], or by calling: ###-###-#### Monday-Friday 7:00am-4:00pm  and Saturday, 8:00am - 4:30pm Mountain time.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,  
[redacted] Central Baggage Supervisor Frontier Airlines

Response Email   03/16/2018 12:40 AM   Hello [redacted],   Thank you for contacting us regarding your baggage claim starting in August. I apologize for the lengthy delay, this is not the expectation we want our passengers to have.   Reimbursement My research indicates that you...

spoke with Latonia in Central Baggage on 3/14 and she has stopped payment on your check and reissued it to your new address. Please allow at least 4-6 weeks for delivery. I apologize once more for any frustration surrounding this delay and assure you it is important to us that you receive your reimbursement.   We Value Your Business Please let me Latonia know if you have any additional questions and as always, we're happy to help. We look forward to seeing you on your next flight.   Regards,Customer Relations SpecialistFrontier Airlines