Frontier Airlines, Inc.

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

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, 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

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

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

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]

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

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]

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

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

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   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

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.)

09/20/2016 04:07 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am very sorry you disagree with our resolution to your situation. We close the ticket counters 45 minutes before...

departure, and we make every attempt to communicate this to our customers. Our web site has numerous reminders of this policy during booking and when checking in for a flight.   The response sent to you on 9/10/16 represents the final resolution for this concern. We are disappointed that you are not satisfied with our position 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 remain consistent.   Kind Regards,   [redacted] Frontier Airlines

02/24/2016 12:57 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We're disappointed to know that your family was unable to redeem their miles before expiring, as a result of no activity in the last 6...

months. Although the terms of our Loyalty Program advises that: Frontier Airlines reserves the right to change or terminate the EarlyReturns®Program, in its entirety or any part thereof, without notice to Members; we contacted our customers regarding the 6 month expiration by email that occurred last March. 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. Changes may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinations. As a one time exception, we have credited back the miles to each of the three accounts for a limited amount of time. They must either have positive activity or redeem the miles before March 25, 2016 as no further extensions will be considered. Please know that you don’t necessarily need to fly to earn EarlyReturns miles. The easiest way is with a Frontier MasterCard or you can check in to one of our Partner hotels and check out with EarlyReturns miles in your account. The same goes for car rentals. There are actually several ways to earn miles—flying is just one of them!  Don't forgot going forward, that unredeemed mileage accumulated in your account will expire at the end of the six-month period after your last activity date. We appreciate you sharing your concerns with us and hope this incident does not prevent you from continuing to be a frequent flyer with us in the future. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines

Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Thank you for getting back to me regarding you refund. I am happy to address this.   Refund/Credit I want to let you know that I cannot issue a refund for your flight since it was outside the 24 hour policy. I do understand the frustration with this so I have gone ahead and issued you a credit in the amount of $33.70.   To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travel. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXand this email address: XXXX. If applicable, a credit card will be required for any residual value. Your credit is only good until March 2nd, 2018.   Best,  Customer Relations Specialist Frontier Airlines

11/17/2016 07:41 AM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We have attempted to contact you regarding your complaint by leaving voice mails for you to call us.  As of today, November 17,...

2016 we have not received any response.   Please contact me at ###-###-####, Sunday through Thursday, between 7 am and 4 pm (Mountain Time) for us to discuss your complaint.   Thank you,   [redacted] Central Baggage Supervisor Frontier Airlines Phone: ###-###-#### Phone: ###-###-####

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